Chip Conley: Measuring what makes life worthwhile

175,108 views ・ 2010-06-21

TED


Please double-click on the English subtitles below to play the video.

00:16
I'm going to talk about the simple truth in leadership
0
16260
2000
00:18
in the 21st century.
1
18260
2000
00:20
In the 21st century, we need to actually look at --
2
20260
3000
00:23
and what I'm actually going to encourage you to consider today --
3
23260
3000
00:26
is to go back to our school days
4
26260
2000
00:28
when we learned how to count.
5
28260
2000
00:30
But I think it's time for us to think about what we count.
6
30260
3000
00:33
Because what we actually count
7
33260
2000
00:35
truly counts.
8
35260
2000
00:37
Let me start by telling you a little story.
9
37260
2000
00:39
This is Van Quach.
10
39260
2000
00:41
She came to this country in 1986 from Vietnam.
11
41260
3000
00:44
She changed her name to Vivian
12
44260
2000
00:46
because she wanted to fit in here in America.
13
46260
2000
00:48
Her first job was at an inner-city motel
14
48260
2000
00:50
in San Francisco as a maid.
15
50260
2000
00:52
I happened to buy that motel
16
52260
2000
00:54
about three months after Vivian started working there.
17
54260
3000
00:57
So Vivian and I have been working together for 23 years.
18
57260
3000
01:01
With the youthful idealism of a 26-year-old,
19
61260
2000
01:03
in 1987,
20
63260
2000
01:05
I started my company and I called it Joie de Vivre,
21
65260
2000
01:07
a very impractical name,
22
67260
2000
01:10
because I actually was looking to create joy of life.
23
70260
3000
01:13
And this first hotel that I bought, motel,
24
73260
3000
01:16
was a pay-by-the-hour, no-tell motel
25
76260
3000
01:19
in the inner-city of San Francisco.
26
79260
2000
01:21
As I spent time with Vivian,
27
81260
2000
01:23
I saw that she had sort of a joie de vivre
28
83260
3000
01:26
in how she did her work.
29
86260
2000
01:28
It made me question and curious:
30
88260
2000
01:30
How could someone actually find joy
31
90260
2000
01:32
in cleaning toilets for a living?
32
92260
3000
01:35
So I spent time with Vivian, and I saw that
33
95260
3000
01:38
she didn't find joy in cleaning toilets.
34
98260
2000
01:40
Her job, her goal and her calling
35
100260
2000
01:42
was not to become the world's greatest toilet scrubber.
36
102260
3000
01:45
What counts for Vivian was the emotional connection
37
105260
2000
01:47
she created with her fellow employees and our guests.
38
107260
3000
01:50
And what gave her inspiration and meaning
39
110260
2000
01:52
was the fact that she was taking care of people
40
112260
3000
01:55
who were far away from home.
41
115260
2000
01:57
Because Vivian knew what it was like to be far away from home.
42
117260
3000
02:00
That very human lesson,
43
120260
2000
02:02
more than 20 years ago,
44
122260
2000
02:04
served me well during the last
45
124260
2000
02:06
economic downturn we had.
46
126260
3000
02:09
In the wake of the dotcom crash and 9/11,
47
129260
2000
02:11
San Francisco Bay Area hotels
48
131260
2000
02:13
went through the largest percentage revenue drop
49
133260
2000
02:15
in the history of American hotels.
50
135260
2000
02:17
We were the largest operator of hotels in the Bay Area,
51
137260
3000
02:20
so we were particularly vulnerable.
52
140260
2000
02:22
But also back then,
53
142260
2000
02:24
remember we stopped eating French fries in this country.
54
144260
2000
02:26
Well, not exactly, of course not.
55
146260
3000
02:29
We started eating "freedom fries,"
56
149260
3000
02:32
and we started boycotting anything that was French.
57
152260
3000
02:35
Well, my name of my company, Joie de Vivre --
58
155260
3000
02:38
so I started getting these letters
59
158260
2000
02:40
from places like Alabama and Orange County
60
160260
3000
02:43
saying to me that they were going to boycott my company
61
163260
2000
02:45
because they thought we were a French company.
62
165260
2000
02:47
And I'd write them back, and I'd say, "What a minute. We're not French.
63
167260
3000
02:50
We're an American company. We're based in San Francisco."
64
170260
3000
02:53
And I'd get a terse response: "Oh, that's worse."
65
173260
2000
02:55
(Laughter)
66
175260
3000
02:58
So one particular day
67
178260
2000
03:00
when I was feeling a little depressed and not a lot of joie de vivre,
68
180260
2000
03:02
I ended up in the local bookstore around the corner from our offices.
69
182260
3000
03:05
And I initially ended up in the business section of the bookstore
70
185260
3000
03:08
looking for a business solution.
71
188260
2000
03:10
But given my befuddled state of mind, I ended up
72
190260
2000
03:12
in the self-help section very quickly.
73
192260
2000
03:14
That's where I got reacquainted with
74
194260
2000
03:16
Abraham Maslow's "hierarchy of needs."
75
196260
3000
03:19
I took one psychology class in college,
76
199260
2000
03:21
and I learned about this guy, Abraham Maslow,
77
201260
2000
03:23
as many of us are familiar with his hierarchy of needs.
78
203260
2000
03:25
But as I sat there for four hours,
79
205260
3000
03:28
the full afternoon, reading Maslow,
80
208260
3000
03:31
I recognized something
81
211260
2000
03:33
that is true of most leaders.
82
213260
2000
03:35
One of the simplest facts in business
83
215260
2000
03:37
is something that we often neglect,
84
217260
2000
03:39
and that is that we're all human.
85
219260
2000
03:41
Each of us, no matter what our role is in business,
86
221260
3000
03:44
has some hierarchy of needs
87
224260
2000
03:46
in the workplace.
88
226260
2000
03:48
So as I started reading more Maslow,
89
228260
2000
03:50
what I started to realize is that
90
230260
2000
03:52
Maslow, later in his life,
91
232260
2000
03:54
wanted to take this hierarchy for the individual
92
234260
2000
03:56
and apply it to the collective,
93
236260
2000
03:58
to organizations and specifically to business.
94
238260
3000
04:01
But unfortunately, he died prematurely in 1970,
95
241260
3000
04:04
and so he wasn't really able to live that dream completely.
96
244260
2000
04:06
So I realized in that dotcom crash
97
246260
3000
04:09
that my role in life was to channel Abe Maslow.
98
249260
3000
04:12
And that's what I did a few years ago
99
252260
2000
04:14
when I took that five-level hierarchy of needs pyramid
100
254260
3000
04:17
and turned it into what I call the transformation pyramid,
101
257260
3000
04:20
which is survival, success and transformation.
102
260260
3000
04:23
It's not just fundamental in business, it's fundamental in life.
103
263260
3000
04:26
And we started asking ourselves the questions
104
266260
2000
04:28
about how we were actually addressing
105
268260
2000
04:30
the higher needs, these transformational needs
106
270260
2000
04:32
for our key employees in the company.
107
272260
3000
04:35
These three levels of the hierarchy needs
108
275260
2000
04:37
relate to the five levels
109
277260
2000
04:39
of Maslow's hierarchy of needs.
110
279260
2000
04:41
But as we started asking ourselves about how we were addressing
111
281260
2000
04:43
the higher needs of our employees and our customers,
112
283260
3000
04:46
I realized we had no metrics.
113
286260
2000
04:48
We had nothing that actually could tell us whether we were actually getting it right.
114
288260
3000
04:51
So we started asking ourselves:
115
291260
2000
04:53
What kind of less obvious metrics
116
293260
2000
04:55
could we use to actually evaluate
117
295260
3000
04:58
our employees' sense of meaning,
118
298260
2000
05:00
or our customers' sense of emotional connection with us?
119
300260
3000
05:03
For example, we actually started asking our employees,
120
303260
2000
05:05
do they understand the mission of our company,
121
305260
2000
05:07
and do they feel like they believe in it,
122
307260
2000
05:09
can they actually influence it,
123
309260
2000
05:11
and do they feel that their work actually has an impact on it?
124
311260
3000
05:14
We started asking our customers,
125
314260
2000
05:16
did they feel an emotional connection with us,
126
316260
2000
05:18
in one of seven different kinds of ways.
127
318260
3000
05:21
Miraculously, as we asked these questions
128
321260
2000
05:23
and started giving attention higher up the pyramid,
129
323260
3000
05:26
what we found is we created more loyalty.
130
326260
2000
05:28
Our customer loyalty skyrocketed.
131
328260
2000
05:30
Our employee turnover dropped
132
330260
2000
05:32
to one-third of the industry average,
133
332260
2000
05:34
and during that five year dotcom bust,
134
334260
2000
05:36
we tripled in size.
135
336260
2000
05:38
As I went out and started spending time with other leaders out there
136
338260
3000
05:41
and asking them how they were getting through that time,
137
341260
2000
05:43
what they told me over and over again
138
343260
2000
05:45
was that they just manage what they can measure.
139
345260
2000
05:47
What we can measure is that tangible stuff
140
347260
2000
05:49
at the bottom of the pyramid.
141
349260
2000
05:51
They didn't even see the intangible stuff
142
351260
2000
05:53
higher up the pyramid.
143
353260
2000
05:55
So I started asking myself the question:
144
355260
2000
05:57
How can we get leaders to start valuing the intangible?
145
357260
2000
05:59
If we're taught as leaders to just manage what we can measure,
146
359260
3000
06:02
and all we can measure is the tangible in life,
147
362260
3000
06:05
we're missing a whole lot of things at the top of the pyramid.
148
365260
3000
06:08
So I went out and studied a bunch of things,
149
368260
2000
06:10
and I found a survey that showed
150
370260
2000
06:12
that 94 percent
151
372260
2000
06:14
of business leaders worldwide
152
374260
2000
06:16
believe that the intangibles are important in their business,
153
376260
2000
06:18
things like intellectual property,
154
378260
2000
06:20
their corporate culture, their brand loyalty,
155
380260
2000
06:22
and yet, only five percent of those same leaders
156
382260
3000
06:25
actually had a means of measuring the intangibles in their business.
157
385260
3000
06:28
So as leaders, we understand
158
388260
2000
06:30
that intangibles are important,
159
390260
2000
06:32
but we don't have a clue how to measure them.
160
392260
3000
06:35
So here's another Einstein quote:
161
395260
2000
06:37
"Not everything that can be counted counts,
162
397260
3000
06:40
and not everything that counts can be counted."
163
400260
3000
06:44
I hate to argue with Einstein,
164
404260
2000
06:46
but if that which is most valuable
165
406260
3000
06:49
in our life and our business
166
409260
2000
06:51
actually can't be counted or valued,
167
411260
3000
06:54
aren't we going to spend our lives
168
414260
2000
06:56
just mired in measuring the mundane?
169
416260
3000
06:59
It was that sort of heady question about what counts
170
419260
3000
07:02
that led me to take my CEO hat off for a week
171
422260
3000
07:05
and fly off to the Himalayan peaks.
172
425260
3000
07:08
I flew off to a place that's been shrouded in mystery for centuries,
173
428260
3000
07:11
a place some folks call Shangri-La.
174
431260
3000
07:14
It's actually moved from the survival base of the pyramid
175
434260
3000
07:17
to becoming a transformational
176
437260
2000
07:19
role model for the world.
177
439260
2000
07:21
I went to Bhutan.
178
441260
2000
07:23
The teenage king of Bhutan was also a curious man,
179
443260
2000
07:25
but this was back in 1972,
180
445260
3000
07:28
when he ascended to the throne
181
448260
2000
07:30
two days after his father passed away.
182
450260
2000
07:32
At age 17, he started asking the kinds of questions
183
452260
3000
07:35
that you'd expect of someone with a beginner's mind.
184
455260
2000
07:37
On a trip through India,
185
457260
2000
07:39
early in his reign as king,
186
459260
3000
07:42
he was asked by an Indian journalist
187
462260
2000
07:44
about the Bhutanese GDP,
188
464260
2000
07:46
the size of the Bhutanese GDP.
189
466260
3000
07:49
The king responded in a fashion
190
469260
2000
07:51
that actually has transformed us four decades later.
191
471260
3000
07:54
He said the following, he said: "Why are we so obsessed
192
474260
3000
07:57
and focused with gross domestic product?
193
477260
2000
07:59
Why don't we care more about
194
479260
2000
08:01
gross national happiness?"
195
481260
2000
08:03
Now, in essence, the king was asking us to consider
196
483260
3000
08:06
an alternative definition of success,
197
486260
2000
08:08
what has come to be known as
198
488260
2000
08:10
GNH, or gross national happiness.
199
490260
3000
08:13
Most world leaders didn't take notice,
200
493260
2000
08:15
and those that did thought this was just "Buddhist economics."
201
495260
3000
08:19
But the king was serious.
202
499260
2000
08:21
This was a notable moment,
203
501260
2000
08:23
because this was the first time a world leader
204
503260
2000
08:25
in almost 200 years
205
505260
2000
08:27
had suggested
206
507260
2000
08:29
that intangible of happiness --
207
509260
2000
08:31
that leader 200 years ago,
208
511260
2000
08:33
Thomas Jefferson with the Declaration of Independence --
209
513260
3000
08:36
200 years later,
210
516260
2000
08:38
this king was suggesting that intangible of happiness
211
518260
2000
08:40
is something that we should measure,
212
520260
2000
08:42
and it's something we should actually value
213
522260
2000
08:44
as government officials.
214
524260
2000
08:46
For the next three dozen years as king,
215
526260
3000
08:49
this king actually started measuring
216
529260
3000
08:52
and managing around happiness in Bhutan --
217
532260
3000
08:55
including, just recently, taking his country
218
535260
2000
08:57
from being an absolute monarchy to a constitutional monarchy
219
537260
3000
09:00
with no bloodshed, no coup.
220
540260
2000
09:02
Bhutan, for those of you who don't know it,
221
542260
2000
09:04
is the newest democracy in the world, just two years ago.
222
544260
3000
09:07
So as I spent time with leaders in the GNH movement,
223
547260
3000
09:10
I got to really understand what they're doing.
224
550260
2000
09:12
And I got to spend some time with the prime minister.
225
552260
2000
09:14
Over dinner, I asked him an impertinent question.
226
554260
3000
09:18
I asked him,
227
558260
2000
09:20
"How can you create and measure
228
560260
3000
09:23
something which evaporates --
229
563260
2000
09:25
in other words, happiness?"
230
565260
2000
09:27
And he's a very wise man, and he said,
231
567260
2000
09:29
"Listen, Bhutan's goal is not to create happiness.
232
569260
3000
09:32
We create the conditions for happiness to occur.
233
572260
3000
09:35
In other words, we create a habitat of happiness."
234
575260
2000
09:37
Wow, that's interesting.
235
577260
2000
09:39
He said that they have a science behind that art,
236
579260
3000
09:42
and they've actually created four essential pillars,
237
582260
2000
09:44
nine key indicators
238
584260
2000
09:46
and 72 different metrics
239
586260
2000
09:48
that help them to measure their GNH.
240
588260
3000
09:51
One of those key indicators is:
241
591260
3000
09:54
How do the Bhutanese feel about
242
594260
2000
09:56
how they spend their time each day?
243
596260
2000
09:58
It's a good question. How do you feel about
244
598260
2000
10:00
how you spend your time each day?
245
600260
2000
10:02
Time is one of the scarcest resources
246
602260
2000
10:04
in the modern world.
247
604260
2000
10:06
And yet, of course,
248
606260
2000
10:08
that little intangible piece of data
249
608260
2000
10:10
doesn't factor into our GDP calculations.
250
610260
2000
10:12
As I spent my week up in the Himalayas,
251
612260
2000
10:14
I started to imagine
252
614260
2000
10:16
what I call an emotional equation.
253
616260
3000
10:19
And it focuses on something I read long ago
254
619260
3000
10:22
from a guy named Rabbi Hyman Schachtel.
255
622260
2000
10:24
How many know him? Anybody?
256
624260
2000
10:26
1954, he wrote a book called "The Real Enjoyment of Living,"
257
626260
3000
10:29
and he suggested that happiness
258
629260
2000
10:31
is not about having what you want;
259
631260
3000
10:34
instead, it's about wanting what you have.
260
634260
3000
10:37
Or in other words, I think the Bhutanese believe
261
637260
3000
10:40
happiness equals wanting what you have --
262
640260
2000
10:42
imagine gratitude --
263
642260
2000
10:44
divided by having what you want --
264
644260
3000
10:47
gratification.
265
647260
2000
10:49
The Bhutanese aren't on some aspirational treadmill,
266
649260
3000
10:52
constantly focused on what they don't have.
267
652260
3000
10:55
Their religion, their isolation,
268
655260
2000
10:57
their deep respect for their culture
269
657260
2000
10:59
and now the principles of their GNH movement
270
659260
2000
11:01
all have fostered a sense of gratitude
271
661260
2000
11:03
about what they do have.
272
663260
2000
11:05
How many of us here, as TEDsters in the audience,
273
665260
3000
11:08
spend more of our time
274
668260
2000
11:10
in the bottom half of this equation, in the denominator?
275
670260
3000
11:13
We are a bottom-heavy culture
276
673260
2000
11:15
in more ways than one.
277
675260
2000
11:17
(Laughter)
278
677260
2000
11:19
The reality is, in Western countries,
279
679260
3000
11:22
quite often we do focus on the pursuit of happiness
280
682260
3000
11:25
as if happiness is something that we have to go out --
281
685260
3000
11:28
an object that we're supposed to get, or maybe many objects.
282
688260
3000
11:31
Actually, in fact, if you look in the dictionary,
283
691260
2000
11:33
many dictionaries define pursuit
284
693260
3000
11:37
as to "chase with hostility."
285
697260
3000
11:40
Do we pursue happiness with hostility?
286
700260
3000
11:43
Good question. But back to Bhutan.
287
703260
3000
11:46
Bhutan's bordered on its north and south
288
706260
3000
11:49
by 38 percent of the world's population.
289
709260
2000
11:51
Could this little country,
290
711260
3000
11:54
like a startup in a mature industry,
291
714260
2000
11:56
be the spark plug that influences
292
716260
3000
11:59
a 21st century
293
719260
2000
12:01
of middle-class in China and India?
294
721260
2000
12:03
Bhutan's created the ultimate export,
295
723260
3000
12:06
a new global currency of well-being,
296
726260
3000
12:09
and there are 40 countries around the world today
297
729260
2000
12:11
that are studying their own GNH.
298
731260
2000
12:13
You may have heard, this last fall
299
733260
2000
12:15
Nicolas Sarkozy in France
300
735260
2000
12:17
announcing the results of an 18-month study
301
737260
3000
12:20
by two Nobel economists,
302
740260
2000
12:22
focusing on happiness and wellness in France.
303
742260
2000
12:24
Sarkozy suggested that
304
744260
2000
12:26
world leaders should stop
305
746260
2000
12:28
myopically focusing on GDP
306
748260
2000
12:30
and consider a new index,
307
750260
2000
12:32
what some French are calling a "joie de vivre index."
308
752260
3000
12:35
I like it.
309
755260
2000
12:37
Co-branding opportunities.
310
757260
2000
12:39
Just three days ago, three days ago here at TED,
311
759260
2000
12:41
we had a simulcast of David Cameron,
312
761260
2000
12:43
potentially the next prime minister of the UK,
313
763260
3000
12:46
quoting one of my favorite speeches of all-time,
314
766260
3000
12:49
Robert Kennedy's poetic speech from 1968
315
769260
3000
12:52
when he suggested that we're
316
772260
2000
12:54
myopically focused on the wrong thing
317
774260
2000
12:56
and that GDP is a misplaced metric.
318
776260
3000
12:59
So it suggests that the momentum is shifting.
319
779260
3000
13:02
I've taken that Robert Kennedy quote,
320
782260
2000
13:04
and I've turned it into a new balance sheet for just a moment here.
321
784260
3000
13:07
This is a collection of things
322
787260
2000
13:09
that Robert Kennedy said in that quote.
323
789260
2000
13:11
GDP counts everything from air pollution
324
791260
2000
13:13
to the destruction of our redwoods.
325
793260
3000
13:16
But it doesn't count the health of our children
326
796260
2000
13:18
or the integrity of our public officials.
327
798260
3000
13:21
As you look at these two columns here,
328
801260
3000
13:24
doesn't it make you feel like it's time for us
329
804260
2000
13:26
to start figuring out a new way to count,
330
806260
2000
13:28
a new way to imagine
331
808260
2000
13:30
what's important to us in life?
332
810260
2000
13:32
(Applause)
333
812260
4000
13:36
Certainly Robert Kennedy suggested at the end of the speech exactly that.
334
816260
3000
13:39
He said GDP "measures everything in short,
335
819260
3000
13:42
except that which makes life worthwhile."
336
822260
3000
13:45
Wow.
337
825260
2000
13:47
So how do we do that?
338
827260
2000
13:49
Let me say one thing we can just start doing
339
829260
2000
13:51
ten years from now, at least in this country.
340
831260
2000
13:53
Why in the heck in America
341
833260
2000
13:55
are we doing a census in 2010?
342
835260
2000
13:57
We're spending 10 billion dollars on the census.
343
837260
3000
14:00
We're asking 10 simple questions -- it is simplicity.
344
840260
2000
14:02
But all of those questions are tangible.
345
842260
3000
14:05
They're about demographics.
346
845260
2000
14:07
They're about where you live, how many people you live with,
347
847260
2000
14:09
and whether you own your home or not.
348
849260
2000
14:11
That's about it.
349
851260
2000
14:13
We're not asking meaningful metrics.
350
853260
2000
14:15
We're not asking important questions.
351
855260
2000
14:17
We're not asking anything that's intangible.
352
857260
2000
14:19
Abe Maslow said long ago
353
859260
2000
14:21
something you've heard before, but you didn't realize it was him.
354
861260
3000
14:24
He said, "If the only tool you have is a hammer,
355
864260
3000
14:27
everything starts to look like a nail."
356
867260
3000
14:30
We've been fooled by our tool.
357
870260
2000
14:32
Excuse that expression.
358
872260
2000
14:34
(Laughter)
359
874260
2000
14:36
We've been fooled by our tool.
360
876260
2000
14:38
GDP has been our hammer.
361
878260
3000
14:41
And our nail has been a 19th- and 20th-century
362
881260
3000
14:44
industrial-era model of success.
363
884260
3000
14:47
And yet, 64 percent
364
887260
2000
14:49
of the world's GDP today
365
889260
2000
14:51
is in that intangible industry we call service,
366
891260
2000
14:53
the service industry, the industry I'm in.
367
893260
3000
14:56
And only 36 percent is in the tangible industries
368
896260
2000
14:58
of manufacturing and agriculture.
369
898260
2000
15:00
So maybe it's time that we get a bigger toolbox, right?
370
900260
3000
15:03
Maybe it's time we get a toolbox that
371
903260
2000
15:05
doesn't just count what's easily counted, the tangible in life,
372
905260
3000
15:08
but actually counts what we most value,
373
908260
3000
15:11
the things that are intangible.
374
911260
2000
15:13
I guess I'm sort of a curious CEO.
375
913260
2000
15:15
I was also a curious economics major as an undergrad.
376
915260
3000
15:18
I learned that economists measure everything
377
918260
3000
15:21
in tangible units of production and consumption
378
921260
3000
15:24
as if each of those tangible units
379
924260
2000
15:26
is exactly the same.
380
926260
2000
15:28
They aren't the same.
381
928260
2000
15:30
In fact, as leaders, what we need to learn
382
930260
2000
15:32
is that we can influence
383
932260
2000
15:34
the quality of that unit of production
384
934260
3000
15:37
by creating the conditions
385
937260
2000
15:39
for our employees to live their calling.
386
939260
2000
15:41
In Vivian's case,
387
941260
2000
15:43
her unit of production
388
943260
2000
15:45
isn't the tangible hours she works,
389
945260
2000
15:47
it's the intangible difference she makes
390
947260
2000
15:49
during that one hour of work.
391
949260
2000
15:51
This is Dave Arringdale who's actually
392
951260
2000
15:53
been a longtime guest at Vivian's motel.
393
953260
2000
15:55
He stayed there a hundred times
394
955260
2000
15:57
in the last 20 years,
395
957260
2000
15:59
and he's loyal to the property because of the relationship
396
959260
3000
16:02
that Vivian and her fellow employees have created with him.
397
962260
3000
16:05
They've created a habitat of happiness for Dave.
398
965260
3000
16:08
He tells me that he can always count
399
968260
3000
16:11
on Vivian and the staff there
400
971260
2000
16:13
to make him feel at home.
401
973260
3000
16:16
Why is it that
402
976260
2000
16:18
business leaders and investors
403
978260
2000
16:20
quite often don't see the connection
404
980260
3000
16:23
between creating the intangible
405
983260
2000
16:25
of employee happiness
406
985260
2000
16:27
with creating the tangible
407
987260
2000
16:29
of financial profits in their business?
408
989260
3000
16:32
We don't have to choose between
409
992260
2000
16:34
inspired employees and sizable profits,
410
994260
3000
16:37
we can have both.
411
997260
2000
16:39
In fact, inspired employees quite often
412
999260
2000
16:41
help make sizable profits, right?
413
1001260
3000
16:44
So what the world needs now,
414
1004260
2000
16:46
in my opinion,
415
1006260
2000
16:48
is business leaders and political leaders
416
1008260
3000
16:51
who know what to count.
417
1011260
2000
16:53
We count numbers.
418
1013260
2000
16:55
We count on people.
419
1015260
3000
16:58
What really counts is when we actually use our numbers
420
1018260
3000
17:01
to truly take into account our people.
421
1021260
3000
17:04
I learned that from a maid in a motel
422
1024260
3000
17:07
and a king of a country.
423
1027260
2000
17:09
What can you
424
1029260
2000
17:11
start counting today?
425
1031260
2000
17:13
What one thing can you start counting today
426
1033260
3000
17:16
that actually would be meaningful in your life,
427
1036260
2000
17:18
whether it's your work life or your business life?
428
1038260
3000
17:21
Thank you very much.
429
1041260
2000
17:23
(Applause)
430
1043260
8000
About this website

This site will introduce you to YouTube videos that are useful for learning English. You will see English lessons taught by top-notch teachers from around the world. Double-click on the English subtitles displayed on each video page to play the video from there. The subtitles scroll in sync with the video playback. If you have any comments or requests, please contact us using this contact form.

https://forms.gle/WvT1wiN1qDtmnspy7