Leading by Example

People Want Investment in Their Success

“People want a piece of you as a leader. You need to show them you're invested in their success and recognize what they're doing well. If you do that, they're much more inclined to be invested in your success.”Frank Blake

Team Alignment Over Individual Talent

“I get this question from CEOs about what to do with someone who's really talented but not on the play sheet. My answer is always: more important that they get on the play sheet. You can work around the talent, but you can't work around someone not aligned.”Frank Blake

The Inverted Pyramid Leadership Model

“The CEO and leadership team are at the bottom of the pyramid, not the top. The customer and frontline employees are at the top. I have no pride of authorship — this came from Bernie Marcus, Arthur Blank, and Ken, the founders.”Frank Blake

Leadership as Weight-Bearing Position

“When you're leading, it's a weight-bearing position. You need to be singularly devoted to the success of the organization and not self-regarding because that leads to fracture.”Frank Blake

Communication Flows Uphill

“Everything is uphill. I'm amused when I hear leaders talk about messages cascading down through an organization as if gravity were your friend. Gravity is not your friend. Your team, for the most part, doesn't really care what you have to say. You have to work up through most.”Frank Blake

Customer Problem Focus Over Self-Interest

“Great organizations always start because they provide a great solution to a customer problem. Over time there's some law of entropy — companies get more interested in solving their own problems, not their customers'. As long as you hold yourself to the discipline of 'am I solving the problems that my customers want me to solve,' it's not that hard.”Frank Blake

Leadership Team Energy Selection

“You need them to radiate out through the organization with the same aligned message. You almost need to select for that energy quotient — the ability to radiate out the alignment with the message more than technical competence. Technical competence is the entry to the game.”Frank Blake

Story-Based Recognition System

“The most effective way to communicate is through stories and through recognition and celebration. If what we want is customer service, then it's taking Joe or Jane on the stage, bringing them up, saying here's what customer service should look like, and telling the story about what they did — consistently.”Frank Blake

Message Characteristics for Organizational Adoption

“The message has to be simple, repeated, compelling, tied to the organization's self-interest so that each person adopts it as their own.”Frank Blake

Organizations Mold Themselves to Leader Opinions

“Bernie Marcus had a great comment when I became CEO — 'Look, you're going to get around the table with your leadership team and you get to tell a joke and everybody is going to laugh. Just remember, you're not funny.' And it's so true. The organization molds itself to fit your opinions.”Frank Blake

Personal Recognition Creates Extraordinary Loyalty

“When I worked for him as Vice President in 1981, he'd come in at 7:30 or 8:00 in the morning and spend an hour typing individual personal notes. As a staff person, you get a note like that and it made you walk on air. Everybody who worked for the Vice President would go through a wall for him.”Frank Blake

Emotional Stories Beat Abstract Policies

“If I just say 'customer service is hugely important at Home Depot, here's my memo' — what has that done? Nothing. If I put banners in break rooms saying 'we love customers' — no one cares. But — I got a note from a leader in Atlanta about a customer who went through a Home Depot register... If you're saying 'I want to empower associates to do right by our customers,' no one's going to forget that story.”Frank Blake