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building great business relationships Monday, December 15, 2014 E 1
great BuSineSS relationShipS
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way to be friendly and helpful.
As I was leaving an appointment with the chief information officer of an investment bank, he handed me an order dramatically increasing their purchase of our software and renewing their contract six months early. I was stunned. There was no reason for him to reorder so early. For me, this was spectacular news: I would earn a lot more money making this sale in late December than in June. Later I realized that after years of having a solid relation-
ship with me, he’d developed an emotional stake in my success. He had used his precious political capital to help me. To me, such a gesture is the defining attribute of a great business relationship. I have identified five steps that can lead someone to have an emotional stake in your professional success:
1. They must like you. You can’t move very far in any relationship without this basic prerequisite. Go out of your
2. They must respect you
professionally. They must admire how you do your work, behave and treat others. Work hard at getting people to respect you. 3. They need to admire your “whole person.” This only
happens as your relationship begins to migrate outside the workplace. Maybe you’ll attend a ballgame together or go to dinner. If the other person feels you are living a life worthy of others’ respect, he will be genuinely happy to hear of your accomplishments.
4. Your lives start to mingle more deeply. Eventually, it becomes natural to invite spouses, significant others and children to your out-of-office interactions. At this stage, they
A CompAnY’s Good deeds CAn enerGize emploYees
may provide a job reference or set up a meeting with a peer of theirs at another company. They will burn some political capital to help you out.
5. You maintain the inten-
sity of the relationship. Consistency and longevity are key. This is where lots of people fall off—once the business benefit disappears, the relationship fades away. Just as it’s about to becomes the most valuable, they turn the dial down or off. Good relationships and trust are the lubricants of a successful career. But it’s important not to pursue relationships cynically. These relationships are only worth pursuing with people you genuinely like.
Jim Dougherty, a veteran software CEO and entrepreneur, is a senior lecturer at MIT Sloan School of Management.
WHAT’s losT WHen eXperTs reTire
By Christoph Lueneburger
By Dorothy Leonard, Walter Swap & Gavin Barton
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TruGGLInG companies often have a hard time keeping employees engaged. Leaders tend to focus on cost-cutting and big strategy shifts rather than on talent retention. But what if there was a way to revitalize a business while simultaneously energizing its people? In my experience, the key is a culture of purpose. Purpose is a pledge to do the right things, making the company a force for good and a creator of value for all stakeholders, especially employees. (Shareholder returns are a byproduct of this success.) I’d like to offer two case studies on iconic companies that have responded to tough times with purpose-driven initiatives that inspire employees and improve results.
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CrOSS the globe, there is a tsunami of Baby Boomer retirements. What does this mean in terms of losing business-critical, experience-based knowledge—what we call deep smarts? One organization reported that the next anticipated wave of almost 700 retirements would mean the loss of over 27,000 years of experience. In dozens of interviews with chief technology officers, chief information officers and top human resource managers for our new book Critical Knowledge Transfer, we found that managers often don’t know what they’ve lost until after the expert leaves. We heard about critical losses in the following four areas. The price tag associated with such losses were estimated to be as much as 20 times the tangible costs of recruitment and training. First, consider relationships. Built up over years, they allowed a seasoned expert to pick up the phone and get a response from a customer’s CEO or a timely bit of analysis from an expert in a different field. A corporation’s reputation may take a hit because an incoming replacement doesn’t have the high level of experience and skills required. And what about rework? Fresh thinking is often very valuable. But when the incoming successor has to spend time understanding product lines or critical processes, learn ways to get things done and how organizational units interact, that’s time-consuming, wasteful re-work. Perhaps the most expensive knowledge to lose is the capability for regeneration, the capability to bring out the next new product. Innovation springs from fresh thinking, true. But it is also often built on years of experience and expertise with designing and producing a particular kind of product. You can never extract and transfer all the deep smarts that an expert has accumulated, but it’s important to identify what needs to be captured. In-depth succession planning, knowledge-sharing programs, even just questioning the experts before they leave are imperative steps to ensure that your organization’s deep smarts stay within the walls of your organization. The four costs we’ve described are widespread and surprisingly pervasive. They put your company at risk, both immediately and in the future. Managers can’t afford to ignore them.
monday morning
American standard
WHEn Jay Gould became CEO of American Standard in January 2012, the 136-year-old sanitation company was bankrupt. “My job,” Gould says, “was to get us back on track.” A key part of its 2013 turnaround was reaching out to places where sanitation remains a life-and-death issue. Collaborating with the Gates Foundation, a small American Standard research and development team devised a plastic toilet pan that can be easily connected to a common latrine pit. The company then launched Flush for Good, which promised that for every Champion brand toilet sold, it would donate a latrine cover to combat disease in the developing world. Champion sales increased by 62 percent in 2013, and over a 20-month stretch, American Standard quadrupled its earnings. Gould says that a 180-percent quantified improvement in employee involvement is just as significant.
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free things to see and do in brussels Hewlett-packard
BEFOrE Meg Whitman became its CEO in September 2011, Hewlett-Packard felt rudderless. Whitman has since restructured the company, including separating it into two new publicly traded companies. But she also became committed to strengthening HP’s culture of purpose. Early this year, the company launched “Matter to a Million”—a global partnership between its foundation and Kiva, a nonprofit that helps individuals make microloans to lowincome entrepreneurs in some of the world’s most impoverished regions. HP gave its 270,000 work force the power to direct the donations. Each got a $25 Kiva credit to lend as he or she saw fit, and in the first six months, more than 115,000 employees made loans totaling more than $5.5 million. Matter to a Million is building transformative energy across HP. These are prime examples of how to build a better company by building a better world. Even in adversity, leaders must find the courage to pursue cultures of purpose because there is no surer way to energize employees and unleash the forces that drive business success.
BusinessMirror
Dorothy Leonard is the William J. Abernathy professor of Business Administration Emerita at Harvard Business School and chief adviser of the Leonard-Barton Group. Walter Swap is professor of Psychology Emeritus, former dean of Colleges at Tufts University. Gavin Barton is managing director of the Leonard-Barton Group and a principal of GB Performance Consulting. All are coauthors of Critical Knowledge Transfer, Harvard Business Review Press, 2015.
© 2013 Harvard Business School Publishing Corp. (Distributed by The New York Times Syndicate)
A6 Monday, December 15, 2014 • Editor: Alvin I. Dacanay
tourism@businessmirror.com.ph In this December 4 file photo, tourists wander at the Grand Place in Brussels. AP
FIVE FrEE thIngs to see and do in
Brussels FIVE FrEE thIngs to sEE and do In
By Raf Casert | The Associated Press
tourism&entertainment B RUSSELS—The city of Brussels, which the famous Belgian cartoon character Tintin roamed as an intrepid reporter, has plenty to offer to any inquisitive mind. And the Belgian capital is making it easier for tourists.
P25.00 nationwide | 7 sections 36 pages | 7 days a week
By Lenie Lectura
House set to approve today 2015 natl budget
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Tourism & Entertainment
Christoph Lueneburger leads the private equity practice at Egon Zehnder. He is the author of A Culture of Purpose: How to Choose the right People and Make the right People Choose You, Jossey-Bass, 2014.
n Monday, December 15, 2014 Vol. 10 No. 67
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“As a big net fuel importer, emerging Asia is a main beneficiary of the recent plunge in global crude-oil prices. The drop is helpful for the balance of payments and inflation, provides space for macropolicy, and is supportive of economic growth. These gains bolster the region’s readiness to absorb the likely steps toward US monetary-policy normalization in 2015,” the Institute of International Finance (IIF) said in its December 10 report. In the Philippines oil firms reduced anew on Sunday the prices of diesel by P1.55 per liter, gasoline by P1.75 per liter and kerosene by P1.80 per liter. The latest See “Oil,” A2
Five StepS to Building By Jim Dougherty
ountries in the Asian region, including the Philippines, stand to benefit from the unprecedented drop in oil prices, which could plummet further in early 2015.
30 DAYS
t was the early 1990s, the week between Christmas and New Year’s. I was working as a sales representative for a software company.
‘Oil prices to plummet further’
BusinessMirror
DROP IN GLOBAL CRUDE-OIL COST TO BOOST GROWTH OF PHL, EMERGING ASIA
PAPAL VISIT 2015
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A broader look at today’s business
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he House of Representatives is set to approve on Monday (today) the Palace-proposed P22.46-billion supplemental budget and ratify the proposed 2015 P2.606-trillion national budget, a lower chamber leader said on Sunday. Liberal Party Rep. Isidro Ungab of Davao City, chairman of the House Committee on Appropriations, said the majority of the lawmakers are expected to vote for the passage of the two important budget measures. “We already finished the period of interpellation on the supplemental budget last Thursday. Tomorrow is the voting,” Ungab told the BusinessMirror. Earlier, the House Committee on Appropriations had deleted the P715.36-million budget of the Supreme Court (SC) for its Enterprise Information System Plan under the P22.46-billion supplemental budget. Ungab said that under House Bill (HB) 5237, or the supplemental budget, the SC and the lower courts lost their P715.36-million budget to the Obligations Arising from Implemented Infrastructure Projects of the Department of Public Works and highways (DPWH) and the Emergency Shelter Assistance for Victims of Typhoon Yolanda of the Department of Social Welfare and Development (DSWD).
It is planning to make more of its center a no-go area for cars, opening up more medieval and 19th-century streets for carefree strolling and biking. Enough of the city’s attractions are free to fill the best part of two vacation days.
See “Budget,” A2
3d world A woman poses at a Christmas-themed 3D painting at Art in Island 3D Art Museum in Cubao, Quezon City, the largest 3D interactive museum in Asia, which can accommodate 14,000 visitors per day. More than 180 3D paintings made by almost 80 Korean and Filipino painters will be showcased at the gallery. The Art in Island is set to open before Christmas Day. ALYSA SALEN
City of Dreams opens at Entertainment City By Ma. Stella F. Arnaldo Special to the BusinessMirror
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ITY of Dreams Manila, the newest integrated casino resort in the country, opened without fanfare at 3 p.m. on Sunday, but promises local and international gamers, as well as foodies and tourists, a new and exciting leisure and entertainment destination for Christmas and New Year. The $1.3-billion (P58-billion) resort sits on a 6.2-hectare property at the gateway to the Philippine Amusement and Gaming Corp.’s Entertainment City along Manila Bay. The resort is being developed by listed Melco Crown (Philippines) Resorts Corp. (MCP), a unit of Macau’s gam-
ing and resort developer Melco Crown Entertainment Ltd., in partnership with the SM Group’s Belle Corp. In an e-mail, Charisse Chuidian, vice president for public relations of City of Dreams Manila, told the BusinessMirror the soft opening gives the public a “sneak peek of the resort, which combines electrifying entertainment, an amazing array of accommodations, regional and international dining, together with designer brand shopping, as well as a spacious and contemporary casino.” The resort will hold its grand opening “before the Chinese New Year,” on February 19, 2015. Currently open to the public are “mass-gaming areas on the ground and mezzanine levels; CenterPlay, an en-
tertainment bar featuring live performances by foreign and local artists, on the gaming floor; Nobu restaurant for dinner and Nobu tea lounge; Red Ginger, a Southeast Asian-inspired bistro and Noodle8 adjacent to gaming floor; Hyatt Hotel and Hyatt Café, an all-day dining buffet restaurant; as well as some shops and food outlets at The Shops at the Boulevard,” she added. In an earlier interview with veteran hotelier Bill Barnett, managing director of consulting firm C9 Hotelworks, he advised local gaming firms to tie up with more established casino giants with an existing client base to entice foreign gamers to come to the country. He particularly See “City of Dreams,” A2
Grand Place
DON’T let your jaw drop when you start out at the very center of the old town. The world may have other stunning city squares—Venice’s Saint Mark’s Square comes to mind—but count Brussels’s Grand Place among the best. Stand on the gleaming cobblestones, look at any direction and a great piece of architecture will stand out. The 15thcentury City Hall is Gothic art at its most elegant. And if its beauty doesn’t fully move you, try figuring out why the white spire doesn’t rise from the middle of the building. Legend has it the architect threw himself from the tower to his death when he realized it was off-center, but it’s likely that various construction issues led to the asymmetry. Guilds, which are professional associations from various crafts and industries, occupy many of the Baroque buildings surrounding the square, including one for Belgium’s beer brewers.
PESO exchange rates n US 44.5770 Galerie de la Reine/du Roi
A BLOCK from the Grand Place is the exquisite Galerie de la Reine/ du Roi, a 19th-century jewel of hallowed halls with glass ceilings, apartments lining the upper floors, and loads of luxury boutiques and In this February 24 file photo, crocus flowers bloom in a park near the Atomium, one of Belgium’s most famous landmarks, in Brussels. AP
In this December 4 file photo, tourists look at a shop window at the Galerie de la Reine/du Roi, a 19thcentury jewel of a covered gallery in Brussels. AP
chocolate shops laid out along a magnificent quarter-mile. Chocoholics have Marcolini, Neuhaus, Mary and Corne within smelling distance. The list also includes Godiva, a Belgian brand that’s become ubiquitous in the United States. Gaze left, right, front and back amid the chocolatiers and you’ll realize what it must have been like for Charlie in Roald Dahl’s Chocolate Factory. Of course, you’ll have to pay to indulge in a taste, but smells and sights are free. Some of the shops look like museums, with pralines exhibited liked prized possessions behind glass.
Justice Palace
STROLL past painter Pieter Breughel’s old haunts in the Marolles district and go up in a glass elevator to come face to face with Brussels’s humongous, super-eclectic Justice Palace. If ever the Assassin’s Creed video game needs a 19th-century setting for its hero to climb into and up and over, this is
it: columns, marble and statues galore, and, for good measure, so much renovation scaffolding that has been there so long, it is in need of renovation, too. Court cases, from terror trials to petty theft, are still held there on weekdays. Warning: Don’t lose your way!
n japan 0.3748 n UK 70.0929 n HK 5.7514 n CHINA 7.2031 n singapore 33.9402 n australia 36.7949 n EU 55.2621 n SAUDI arabia 11.8774 Source: BSP (12 December 2014)
Army Museum
CONSIDERING Brussels’s often rainy weather, it’s good to have indoor sightseeing options, and another great one is the Army Museum in the Cinquantenaire Park, close to the European Union headquarters. It is one of the few big museums where entry is free, and its collection of planes, parked on the ground or suspended from the ceiling, leaves kids in awe. With the centennial of World War I in full flow, military history is at the center of attention again. Note that the permanent collection is free, not the special exhibits.
The Atomium
THE 1950s look brand-new again, now that Brussels’s best-known monument, the Atomium, has been renovated and turned into a gleaming symbol of the city. There is a fee to enter, but the best views are from outside, where it costs nothing to behold the 102-meter (335-foot) monument with nine giant balls depicting an iron crystal. The structure was meant to symbolize the power of atomic science and the quest for a better future when Brussels hosted the World’s Fair in 1958. In 2014 it just looks like one of the strangest buildings around. Still, it is a must-see in Brussels and it is surrounded by a scenic park that leads to the royal palace.
See “China,” A2