SHARMA | 51
In a survey of 22,000 business people ranking top leadership gurus, Robin Sharma was #2, with Jack Welch. Sharma’s books have sold millions of copies in over 60 countries. His new book is “The Leader Who Had No Title: A Modern Fable on Real Success in Business and in Life”. Robin Sharma’s blog is at robinsharma.com.
The Business of Business IN DANGEROUS ECONOMIC TIMES Sure growing your business is
about delivering astounding value to as many people as possible. Of course scaling your enterprise has to do with increasing profits+reach+impact. But my suggestion is, above all else, the primary purpose of business is people. Herb Kelleher, the founder of Southwest Airlines once said, “the business of business is people.” Ultimately, your business will stand or fall on the ability of your team to forge relationships with your customers. To connect with human beings. To be so staggeringly excellent and caring and ethical that the human beings you serve are reminded about what’s best in the world. An example: Yesterday morning I was looking for a place to have an early morning coffee in the neighborhood where I work. I’d been putting the final touches on the manuscript for my new book The Secret Letters of The Monk Who Sold His Ferrari and needed a break.
I found a hip little place that seemed real, compelling and authentically Italian. It was early and a woman was just opening the door. The lights were still off. No one else was around. ‘Closed’ still hung in the window. With a large smile and the subtle wave of her hand she said, “Good morning, please come in.” No “We’re not open yet” or “Come back later.” She flipped on the lights. Turned on the music. And proceeded to joyfully make one of the single best Cafe Americanos I’ve experienced in many years. She then raved about her chocolate croissants and said, “They’ll be ready in 15 minutes. I’ll give you one for free. I’m not letting you leave here without trying one.” Seriously. We talked about our mutual love of Italy, our common lust for superb coffee and our basic belief that all people matter. And that every moment in front of another human being is a chance to express your values and make a difference.
“You know,” she said, “people come in here wanting WiFi so they can surf the Net. I tell them we don’t have that here. This place is about connecting. And conversations. And people. Some leave. Most stay.” As we enter a period of intense economic disruption, it’s blindingly obvious that those businesses that take care of their customers are the ones that will survive and thrive. But don’t just do it because it’s smart for business. Do it because it’s one of the best ways I know of to improve the world.
2011 No. 08 MEETINGS INTERNATIONAL