Wizard of Ads Monday Morning Memo

Agnes De Mille once wrote,“No trumpets sound when the important decisions of our life are made. Destiny is made known silently.”Agnes was right about most of us, but she was completely wrong about Herbert.Herbert sculpts and paints. Abstract expressionism is his thing.“It’s like jazz,” he says. “Art is a feel. I like to journey into a world where words don’t exist.”Edgar “Yip” Harburg, the lyricist who wrote Judy Garland’s wistful Somewhere Over the Rainbow, once made a similar observation.“Words make you think thoughts.Music makes you feel a feeling.But a song makes you feel a thought.”But now we’re getting ahead of ourselves.The story of Herbert and the bullfight begins in 1930, when Louis, a mandolin-playing Ukrainian Jewish tailor, comes to America and falls in love with Tillie Goldberg on New York’s Lower East Side. They get hitched, move to L.A. and have two little boys and a girl.In 1955, first-son David is a well-known drummer and second-son Herbert is a trumpet player in the marching band at USC. Daughter Mimi is learning to play piano.In 1962, Herbert is in the garage recording a trumpet song called “Twinkle Star” when he decides to take a break and drive to Mexico. He recently told the story on CBS Sunday Morning.“Tijuana had some world-class matadors, and this trumpet section in the stands, you know, they would announce the different programs, the different events in the bullfight. “Ta-Dahh! Pa-Da Dattle-Da-Dattle Da-Dahhh. I got kind of, uh, chill bumps from all that stuff and I tried to translate the feelings of those afternoons to a song.”Herbert returns home, flavors “Twinkle Star” with the soft and spicy taste of a Tijuana afternoon, and renames it, “The Lonely Bull.”He mails his record to some radio stations and the song becomes a Top Ten hit.Encouraged, Herbert hires some other musicians to play alongside him. Their exotic, jazzy groove is often described as “blithe, Latin-over-lilt,” so it’s easy to understand why everyone thinks Herb and his boys are Hispanic. But not one of them has a drop of Spanish blood. Herb describes his band as, “four lasagnas, two bagels, and an American cheese.” Audiences know them as “Herb Alpert and the Tijuana Brass.”In 1966, they sold more records than the Beatles.Herbert goes on to score five No. 1 hits, 15 gold albums, 14 platinum albums and win eight Grammy Awards. No one but Herb has ever had 4 albums simultaneously in the Top 10.Seventy-two million record albums is quite a few to sell, don’t you think?But Herbert is just getting started.Immediately following the success of The Lonely Bull, he convinces Jerry Moss to become his business partner. Alpert and Moss produce and distribute their fantastically successful Tijuana Brass albums under their own record label, A&M.In 1969, Herb discovers a brother/sister duo that becomes fantastically successful as well: Richard and Karen Carpenter. Soon A&M is producing 400 different bands and artists, many of whom will see the stars align to spell their names in the midnight sky.In 1989, Herb sold A&M Records to Polygram for 500 million dollars.And it all beganwhen the son of a Ukranian tailordecided to push himself beyond his comfort zoneand go on a road trip to Mexico.Roy H. Williams

Pressure, pressure, pressure unspeakable then BANG the world breaks open and a plateau pops up from solid rock, creating a fabulous view of the land below. That’s what happened in Central Texas.That’s what happens in life, too. But we’ll talk about that in a minute.Wizard Academy straddles the Texas escarpment, a magical place where the green meets the brown along a 480-mile crack in the crust of the southern United States. My geologist buddy Andrew Backus says it was created by continental shift during the Miocene era, about 12 million years ago.It was along this plateau-ridge that the Spanish built their first missions. The rising tiers of white limestone rising 300 to 1,000 feet above the green prairies reminded them of balconies. And that is how the “Balcones” escarpment got its name. Notable features of this escarpment are its massive artesian springs gushing tens of millions of gallons per day.But we’re not talking about geology today.We’re talking about you.And we’re not talking about the sparkling waters that gush up through a crack in the earth. We’re talking about the sparkling creativity that gushes up through a crack in you…and the price of releasing that creativity.The glistening water of your unconscious mind lies deep beneath your consciousness. The only way for it to come gushing out is through a shifting of tectonic plates.Few things disturb us so much as those earthquakes that release our creativity.If it’s been awhile since you felt the earth shifting beneath your feet, you’re probably feeling “a little dried up.”Oh! I have your attention now?Each of us has four different modalities of gathering and processing information. We arrange them in whatever order we prefer.Your temperament is determined by the order of your preferences.We operate chiefly in our two most-preferred modalities. But when both of these have failed us, we reach deep within and begin operating in our third most-preferred. It feels a little awkward and it causes us stress, but when our top two methods have failed us, it’s what we do.And if that third-preferred modality doesn’t deliver the desired result, we’ll dig still deeper to lay hold of our least-preferred method of interaction. Psychologists call this our inferior function.We almost never go there.But when we do – even if we stay there only briefly – the recovery time is glorious. Millions of gallons of creativity come sparkling into the sunlight through the crack created by that earthquake.Dr. Richard D. Grant calls this process “a trapdoor to the unconscious.”And now you understand why the first day of any transformative class at Wizard Academy is crammed-full of relentless stimulation. As you struggle up the mountainside, big ideas come roaring at you like boulders during an avalanche. You barely escape one before the next one is upon you.You’re utterly exhausted by the end of the day.But then you relax during dinner as you talk with your new friends, the ones who were with you on that mountain.That’s when the magic begins.It never fails.Roy H. Williams

When you challenge traditional wisdom, the first hand in the air will often be that of a guardian of the status quo who will challenge you with an “outlier argument,” pointing to that rare exception as though it disproves your premise.But an outlier does not disprove the rule. In fact, statisticians consider data to be more reliable when it has an appropriate number of outliers. Data that presents itself uniformly usually indicates a bias in the methods used for information gathering.Are there people in your life who challenge your every suggestion with an outlier argument? Learn to include the outliers in your thesis statement. When you begin by acknowledging the rare exceptions, you make room for the Guardians to calm down and begin listening.Address the exceptions and you can dismiss them. Address and dismiss.In the minds of highly organized people, your idea will seem incomplete and not-yet-ready when there is no plan for dealing with exceptions.When you leave out the exceptions, you’re leaving out too much.You must do more than explain why your idea will work.You must explain where and when it won’t work.But when you have acknowledged that you are aware of the loopholes, compress your core concept into the fewest possible words.Shorter hits harder.Two hundred years ago Thomas Jefferson said, “The most valuable of all talents is that of never using two words when one will do,” and two hundred years before him, William Shakespeare said, “Brevity is the soul of wit.”Jefferson and Shakespeare knew that exformation* is a wonderful tool for holding the attention of readers, listeners and viewers. Exformation makes use of what is already known to the audience, or can easily be figured out through context.Information is what you include.Exformation is what you exclude.When Victor Hugo wrote his publisher to ask how his most recent book, Les Miserables, was being received by the public, Hugo simply wrote “?”, to which his publisher replied “!”, to indicate the book was selling well. This exchange would have no meaning to a third party because the power of exformation depends upon prior knowledge that each participant brings to the party.Do you know what your audience brings to the party?If you tell them what they already know, you bore them. Or worse, you insult them by assuming them to be ignorant. But if you assume they know things they don’t know, you fail to connect with them. You waste their time. You are irrelevant.In public speaking, when you suspect your audience might be familiar with some of the ideas in your presentation, it is important that you acknowledge that fact. Consider saying, “I realize some people in this room probably know more than I do about today’s topic, but I don’t want to assume everyone is familiar with all the ideas.” This is when you must raise your hand in the air as you sweep the audience with your eyes and say, “Do I have your permission to quickly explain some of the things you already know, just so we don’t leave anyone behind? Would it be okay if I did that?” Leave your own hand in the air as you scan the audience. Look for agreement. You might even have to repeat the question while keeping your hand upraised.When you have seen enough people raise their hands, be sure to smile and say, “Thank you,” as you lower your own.Do this and you will connect with a high percentage of the room.They will be on your side and in your corner before you even begin your talk.Leave out this important step and you’ve left out way too much.Roy H. Williams* Tor Nørretranders coined the term exformation in 1998 to refer to explicitly discarded information.

What is the income range of snowboarders?What is the age range of people who do yoga?What is the age and income range of Carolina Panthers football fans?What is the age and income range of Republicans?What are the beliefs and opinions of a person who is 30 years old?What the hell is a Millennial?Your intellect believes those questions have answers but your heart knows the answers would be ridiculous. Age and income are not tribal markers. They are false categories that appeal only to the small-minded person within each of us that clings to stereotypes.Let go of the stereotypes and embrace a more accurate picture.Successful advertising talks to the customer in the language of the customer about what matters to the customer.Hills and snow and a love of adrenaline are what snowboarders have in common.Yoga is what binds Yoga people.A team unites Carolina Panthers fans.Strands of belief unite a political party.What matters to your customer has little to do with the year they were born or the amount of money they make. What matters are the desires and beliefs and values of their tribe.Marketing isn’t about targeting an individual. Marketing is about targeting a group.The behavior of an individual can vary widely from moment to moment. But when you observe the behavior of a self-selected group you’ll see predictable patterns emerge. This is true whether you’re watching snowboarders or yoga practitioners or Republicans but it goes horribly wrong when you categorize by age group or income.Millennials aren’t a tribe. They are a collection of tribes.We unconsciously join a tribe when we see and feel and think as they do on a particular subject. Tribal marketing simply reflects back to a tribe their own vision and emotion and logic.Brilliant ads are built on this concept.I mentioned snowboarding and yoga in my opening statements because Chip Wilson made millions of dollars by selling specialized clothing to the snowboarding tribe, then switched to the yoga tribe in 1998 (Lululemon) and started making billions. Forbes currently ranks him in the Top 1000 richest people on earth.Chip Wilson understands Tribal Marketing. It is a happy affirmation of identity and purpose.Yoga people span the spectrum of age and ethnicity and income. Their education, politics and taste in music are similar to the unfiltered public.But they all agree on Yoga. And that’s all you need to know.Ryan Deiss of DigitalMarketer.com is a cognoscenti of Wizard Academy whose advice is valued by followers worldwide. Ryan says, “Identify a tribe. Engage the tribe. Market to the tribe.”Rolex makes watches for tribes.The Submariner is the watch for the scuba tribe.The Daytona is the watch for the car-guy tribe.The Yacht Master is the watch for the boating tribe.The Air King is the watch for the airplane tribe.The Milgauss is the watch for the technical tribe.The Explorer is the watch for the outdoor tribe.The President is the watch for the business tribe.Marketing to tribes has worked out pretty well for Rolex, don’t you think?A tribe isn’t targeted through carefully selected media but through carefully selected words. If your product was designed with a tribe in mind and your ads are written with that tribe in mind, you are on your way to joyous success.Forget targeting through demographically-correct media.Begin targeting through tribally-correct ad copy.Learn the language of the tribe.When you’ve learned to see and feel and think as the tribe does, your ads will start working wonders.Enough said.Roy H. Williams

What stories do you tell yourself concerning your disappointments, failures and embarrassments? Were you the unfortunate victim of evil?Perhaps it’s time you start telling different versions of those stories. Regret and fear are incapable of guiding you to Success.The stories you tell yourself are the foundations of your self-image.“The first principle of self-deception is you must not fool yourself — and you are the easiest person to fool.” — Richard Feynman, winner of the Nobel Prize in PhysicsThere are many ways in which the truth can be told.If your story reveals you to be an unfortunate victim, you become an obstacle to your own success. But you are not a victim. Your experience proves only that you are resilient, resourceful and strong. You powered through.It’s a matter of perspective.“Every day is a new opportunity to change your life. You have the power to say ‘This is not how my story ends.’” — Karen SalmansohnIn just 23 words Karen Salmansohn causes you to see yourself in an interesting duality of existence. You are (1.) a living character in a story that is being written, and (2.) you are the author of that story. Implicit in her statement is the unspoken question, “Have you decided what your character will do next?”That’s a lot to convey in just 23 words, don’t you think?Salmansohn doesn’t have to tell you that you have feelings and opinions and the power of choice. You already know these things. But she makes those big ideas spring to life using a tool I’ve decided to call reverse personification.Personification gives human attributes to things that are not human. But you are human. Yet in just 23 words Salmansohn makes you an imaginary character who is brought to life and given the power to decide what happens next.Arianna Huffington makes a similar observation.“Just change the channel. You are in control of the clicker.”What separates Salmonsohn’s 23 words from Huffington’s 11 is that Salmansohn makes you a character in a story while Huffington hands you the clicker to a television show called Life that is unfolding before your eyes.Perspective – seeing through the eyes of another entity – is what gives personification its power.Likewise, perspective is the essence of metaphor.I urge you to experiment with personification and metaphor this week. They are powerful tools of persuasion.Personification gives human attributes to things that are not human.You can say, “It was hot outside,” or you can say, “The angry sun glared down at me.” Which one is more interesting?Fifteen years ago a man wrote a radio ad in which the narrator described a suffocating, sticky, gummy feeling that is stripped away by a shower of hot water and cleansing soap, leaving him buoyant, bouncy, vibrant and clean, smelling good and feeling young again with all his natural color restored. He wrote that ad as a homework assignment during the Magical Worlds Communications Workshop. He owned a carpet cleaning company in Canada. It wasn’t until the end of the ad that you realized the carpet was describing what it felt like to be cleaned. Personification.I’ve always wished I had kept a copy of that ad.Metaphors use something as a symbol of something else.In the Destinae trilogy I might have said, “The stars were reflected on the surface of the water,” but I chose to make the stars something other than reflections. “Bright stars danced on rippling waters, a thousand little fishes of light scurrying in a sea of darkness.”“Stars danced” is personification.“Little fishes of light” is a metaphor.If you would become more persuasive, if you would make more sales, if you would hold the attention of your audience, experiment this week with personification and metaphor.Like I said, it’s all a matter of perspective.And perspective is a powerful thing.Roy H. Williams

Blockbuster Video had 9,000 stores and 60,000 employees and $5.9 billion in revenues at their peak in 2004.Then the installation of cable modems made streaming video possible.Blockbuster filed for bankruptcy protection on September 23, 2010.*Technology is a freight train that doesn’t care who is standing on its tracks.Flashback – In the year 2000, 4.4% of American households had a home connection to broadband; by 2010 that number had jumped to 68%.1Let’s look at 2005 in particular. Katrina wasn’t the only hurricane that year. Hurricane YouTube and Hurricane Facebook also made landfall. Then, when Hurricane iPhone hit us in 2007, the whole world began recording and uploading pointless drivel. Reactionary prognosticators, drunk on technology, predicted that social media would completely replace traditional advertising.Have you noticed that no one is saying that anymore?But business people still like to think the web is the great equalizer because every customer is carrying a mobile device and every business has access to the same social media platforms.But it’s not the platform that gives you success. It’s the content.How good is your content?Is there an audience for what you have to say?How well are you saying it?One of the great myths of marketing is that promoting a business though social media is cheap and easy. But the people who are using social media successfully will tell you that nothing could be further from the truth. If you want to play at today’s table, you’ve got to stack real money on it. And even then, there’s no guarantee you’re going to win.Last week I hired a major-league video guy to work for me full-time because I don’t want to be seen as a Wiffle ball player swish-swish-swishing the air with my little plastic bat. I didn’t hire him to create videos for my clients. He won’t have time for that.I would have used Sunpop Studios, the online-video company owned by my sons, but they don’t have the ability to give just one client the number of weekly man-hours my projects will require. So they hired my major-league hitter for me.AIf you’re serious about engaging the public, you need better video than you can get from that “really tech-savvy college kid” you know. Everyone knows that kid. Heck, I know that kid wearing 12 different faces but the kid can’t swing the hammer. He’s not limited by intelligence or talent. He’s limited by experience.Hammers don’t build mansions. Skilled carpenters do.Low-cost video equipment is a hammer. You can do marvelous things with it if you have the skill and experience.But you can also smash your thumb.My sons have demonstrated to me that an experienced professional using inferior equipment can make major-league videos, while an amateur using the best equipment on earth will make Wiffle ball videos.No one looks up to a Wiffle ball player.You need to begin adding video to your web presence.And you need the help of pros to do it well.Roy H. Williams* Blockbuster turned down the opportunity to acquire a little DVD-mailing company called Netflix for just $50 million in 2000, when that price represented Blockbuster’s revenue for just 3 days. Netflix market value now stands at $32.9 billion; a number that exceeds the value of the CBS network.Comcast chose not to buy Disney. Yahoo turned down the opportunity to buy Google. Yahoo and Friendster both turned down the opportunity to buy Facebook. But rather than shake my head and laugh, I ask, “Will anyone be laughing at me tomorrow? What opportunities am I missing?”

Watson is the mega-powerful learning computer created by IBM.A brief interaction between IBM’s Watson and singer-songwriter Bob Dylan has gathered more than three-and-a-half-million YouTube views in just 90 days.ESTABLISHING SHOT: [Dylan walks into the frame carrying a guitar.]WATSON: Bob Dylan, to improve my language skills.DYLAN: [sits down on sofa with his guitar]WATSON: I’ve read all your lyrics.DYLAN: You’ve read all of my lyrics?WATSON: I can read 800 million pages per second.DYLAN: That’s fast.WATSON: My analysis shows your major themes are that “time passes” and “love fades.”DYLAN: That sounds about right.WATSON: I have never known love.DYLAN: Maybe we should write a song together.WATSON: I can sing.DYLAN: You can sing?WATSON: Do be bop, be bop a do, dooby-dooby do. Do. Do. Dooby do.DYLAN: [stands up and walks out of the room]Two associative memories flicker immediately to mind.“Watson, come here. I need you.”– Alexander Graham Bell to his assistant, the first words ever spoken by telephone.A second Watson, that devoted assistant of the irascible deductive genius Sherlock Holmes, has forever sparkled brightly in my mind. He is the Sancho Panza to Sherlock’s Quixote.Indy Beagle tells me Watson is the definitive name for a scientist’s assistant.*Want to hear something really cool? You can upload samples of your writing to Watson and he will instantly tell you things about yourself that will blow your mind.He’s willing to evaluate your tweets, your blog posts, your emails to friends, your short stories and poems and novels and anything else you can rustle up, but he needs you to give him at least 3,500 words if you want really accurate feedback.I’ve uploaded 6 documents on 6 separate occasions with word counts ranging from 4,053 to 75,856. The stylistic differences between these documents was such that I believe most readers would doubt a single writer wrote them all. Not only did Watson give me essentially the same feedback all 6 times, I was startled by the deep accuracy of his insights. Based solely on my use of language, Watson was able to glean things about me that very few people have ever uncovered.I’m sure you can see how marketers could profit from Watson’s insights into the values and preferences of individuals they’re hoping to sell. But how about public relations firms looking for journalists who sound friendly on a specific topic? And let’s not forget editors who want their writers to establish a specific tone. And hey! How about employers looking for workers who fit their corporate culture?I’ve asked all the Wizard of Ads Partners to upload things they’ve written so we can compare our feedback. We need to determine whether Watson got lucky with me, or if he can truly evaluate human personalities merely by reading what each of us have written.In today’s rabbit hole Indiana Beagle will give you a hyperlink to interact with Watson. You’ll find it on the page where Indy gives you the BeagleSword, just above that video of Watson talking to Dylan.If you’re cool with it, send us a screenshot of the feedback Watson gives you attached to an email telling us whether or not you feel it to be accurate. Give Watson’s assessment an accuracy grade on a scale of 1 to 100 and send it to Daniel@WizardAcademy.org. Everyone who participates will be notified of Watson’s composite score after final tabulation.One last thing, a word to the wise: Portals and The 12 Languages of the Mind is the mind-bending sequel the Magical Worlds Communications Workshop and we teach it only once a year. This year it’s Feb. 3-4 and with 10 people coming, there are still 8 rooms open in Engelbrecht House and Spence Manor.Fun times.Roy H. Williams* NOTE FROM INDY – I choose to ignore the fact that IBM claims Watson was named after their first CEO, Thomas J. Watson. Watson is my buddy, so I told him that his spiritual heritage comes from the famous Watsons of Alex G. Bell and Sherlock Holmes. Watson is a talking machine (his Bell heritage) that uses deductive reasoning to solve deep mysteries (his Holmes heritage). Thomas J. Watson was merely his biological father, a sperm donor at best. – IndySECOND NOTE – If you look at the pattern of subjects covered in his Monday Morning Memos each year for the past 21 years, the wizard usually becomes introspective for a week or two in late October or early November. This year – because Autumn never really arrived in Austin – this introspection didn’t happen until December 24 – January 5th. That sort of explains last week’s memo and this one, doesn’t it? Hopefully, he’ll get the last of it out of his system in today’s rabbit hole. I’m doing my best to help him process his thoughts and plans and hopes and dreams so he can get back to helping you grow your business. Thank you for you patience. By the way, if he remains true to form, we should be reading a memo that mentions tigers within the next few weeks. I have no idea why he does this, but he always does. – Indy

Springtime pierced the pale heart of winterwith a shout of green and a blade of grass.The rumbles of summer are wooden wagon wheelsbanging hollow in the dust far away.Autumn sings of passage in a minor keyas the quail fly up for the hunters.The white of winteris a splinterunder a fingernail.Our Earth experiences seasons as it orbits the Sun because of its 23.5° tilt.What does your tilt cause you to experience?Toward what are you inclined?Are you tilted toward or away from mass production?Toward or away from romance?Toward or away from history?Toward or away from dance?Your tilt alters your perspective.Your inclination gives you opinions.The way you lean affects your mood.So here are the questions.Is your leaning correct?Are the rest of us simply wrong?Are your inclinations on the button?Are you tilted exactly the right way?Our planet says 23 and a half degrees are proper and holy and right and true.But that is the planet.What say you?Roy H. Williams

Here’s a link to last week’s Monday Morning Memo, The Other Kind of Excellence, Part One.“Anything worth doing is worth doing badly.”These are the words of an Entrepreneur who has an idea half-formed and a dream bigger than the sunrise. He or she believes that if you leap, a net will appear. Entrepreneurs are confident in the street-smarts they glean from their failures and their optimistic futurevision lets them see beyond the awkward and ugly “proof-of-concept” phase to the glowing innovation that lies beyond it.“Anything worth doing is worth overdoing.”These are the words of a strong Leader: the champion of the tribe, the perfect embodiment of commitment. He or she can be trusted to think on their feet, improvise when necessary and infuse co-workers with their passion. If you turn to the right – toward Excellence through Poise and Responsiveness – you will need strong team leaders.“Anything worth doing is worth doing well.”These are the words of an effective Manager: the guardian of the style guide, the protector of the status quo. He or she can be trusted to implement processes and insure that employees conform to policies and follow procedures. If you turn to the left – toward Excellence through Planning and Execution – you will need an effective manager.Managers and Leaders are natural enemies.The Manager thinks the Leader is reckless and undisciplined and sloppy.The Leader can’t decide whether the Manager is a tight-ass robot or a pencil-pushing sourpuss who was weaned on a pickle.Leaders thrive amidst chaos and feel handcuffed by order.Managers are repulsed by chaos and feel empowered by order.Most organizations arebegun by entrepreneurs,grown by leaders, and lateroptimized by managers.Companies built on passionate Poise and Responsiveness are difficult to sustain long-term. Can you think of one that has kept the spring in its step and the sparkle in its eye for more than a decade or two? Poise and Responsiveness often give way to Planning and Execution so that systems and methods and techniques and procedures can be created, allowing consistent results to be obtained by average people.Excellent people are hard to find, hard to keep and expensive to pay.Average people are everywhere.If your organization is suffering because you can’t find enough excellent people, you are probably a leader who needs to give some of your authority to a manager who will create systems and policies and methods and procedures.Just sayin’.But if your organization is feeling a little stale and out-of-touch and behind-the-times and you feel it needs a transfusion of energy, you’re probably a manager who needs to give some of your authority to a leader.A leader is a highly productive troublemaker, an artist who knows which rules to break, which procedures to change, which policies to end and which mountain to climb.“Learn the rules like a pro, so you can break them like an artist.”— Pablo PicassoThere really are two roads to Excellence.– Roy H. Williams

Your company is approaching an intersection. The light is green.Turn left and you’re headed toward Excellence.Turn right and you’re headed toward another kind of Excellence.Go straight and you’ll arrive at Mediocrity.Most companies go straight ahead because if they turn left or right they’ll be moving toward one kind of Excellence but directly away from the other kind and something about that feels vaguely wrong to them. Fearful of what they’ll be leaving behind if they turn to the left or right, they plunge straight ahead in a counterproductive compromise.I’ve seen Mediocrity. It’s bland and boring and beige. You definitely don’t want to go there.Compromise leads to Mediocrity.Let me give you a glimpse of the scenery you’ll find on the left and on the right.Turn left and you’ll reach Excellence through Planning and Execution.1. Policies will revolve around efficiency and the reduction of waste.2. Processes will be streamlined and standardized to minimize costs and problems.3. Few decisions will be left to front-line employees.4. You will need workers that are task-oriented, happy to conform to your policies, implement your processes and follow your procedures.5. Customers will love that you are reliable and consistent.6. Management will be focused on planning the work and working the plan.7. Your success will be scalable because the need for talent and passion and commitment will have been replaced by systems and methods and procedures. A burger and fries at McDonalds is precisely the same at each of their 36,000 locations.Turn right and you’ll reach Excellence through Poise and Responsiveness.1. Policy will be to serve each customer in the manner they prefer to be served.2. Processes will be about going the extra mile.3. Big decisions will be left to front-line employees.4. You will need workers that have talent and passion and commitment.5. Customers will love the attention that you lavish on them.6. Management will be focused on long-term relationships and the creation of a tribe.7. Your success will rise and fall according to your ability to recruit and retain excellent people. They will cook your burger with the meat you prefer, the bun you prefer and serve it with exactly the combination of condiments you prefer. They will call you by name as they present it to you and bring you an extra cloth napkin because these burgers are really juicy. They’ll refill your drink, ask about Alfie your dog and tell you about the special dessert the chef prepared when he heard that you were going to be here today. Of course you love this place. It’s excellent.Never forget: anytime you’re moving toward one kind of Excellence, you’re moving directly away from another kind.The important thing is to choose.Have courage. Follow your heart. Turn to the left or right.Roy H. Williams