Jim Feldman of Shift Happens! speaks to University of Wisconsin-Madison students and staff about dealing with change, managing change, innovation and customer service. This is a portion of the speech.

1. -1-ShiftDirection

2. -2- Shift Purpose

3. -3-ShiftFocus

4. -4-Shift Attitude

5. LEADERS Do Their Own Reconstruction Concentrate on Customers Essentials Learn What Customers Ignore UPsize Customers’ Daily Activities Focus Frees up Time

6. LEADERS Do Their Own Reconstruction Remodeling is NOT Reconstruction. Focus Frees up Time

7. LEADERS Do Their Own Reconstruction TEAR IT ALL DOWN… then there are fewer choices to make. Focus Frees up Time

8. -1-ShiftDirection

9. How You Think is Everything It’s Time to Shift Your Thinking

10. -1- Shift Direction

11. Dimensions 3 different views of the same problem. Inside-the Box (Depth) Outside-the Box (Distance) Innovative Implementation (Determination) -1- Shift Direction

12. Customers Want: Better Outcomes Better Results They consume your food. They purchase your WISDOM!

13. Reality Questions: The only thing you should be talking about is VALUE—the VALUE & BENEFIT to the Customers—NOT the price!

14. What are you going to be doing Differently Tomorrow that will give you better results than you got yesterday? Reality Question: -1- Shift Direction

15. Remember -1- Shift Direction Rule #6

16. -2- Shift Purpose

17. Level The Playing Field

18. Act like an Entrepreneur Everyone should be a contributing participant. Everyone should think “What would my mother do or think if she was running this department?” #2: Think Like An Owner

19. Start by gathering information. Find a new use for existing resources. View existing products or services in a new way. Think Innovatively. #2: Think Like An Owner

20. #2: Think Like An Owner LISTEN Discover all options the Customer is considering Collaborate with the Customer to Establish Value

21. LISTEN & THEN… Introduce Talk Innovate

22. Chuck E.Cheese Bakery $10.00 CakeMix $2.00 Cake $1.00 Birthday MMP $100.00 -2- Shift Purpose Gilmore & Pine Experience Economy

23. Starbucks Coffee Service $.75 Coffee Beans $.25 Bulk Coffee $.10 Coffee MMP $4.75 -2- Shift Purpose Gilmore & Pine Experience Economy

24. -2- Shift Purpose KNOWLEDGEcomes from books WISDOMcomes from experience

25. Remember Rule #6

26. -3-Shift Focus

27. BecomeCutting Edge

28. Learn fromLeaders

29. Think Innovatively -3- Shift Focus Discover Opportunities Using Existing Resources

30. -3- Shift Focus Innovationis how we make MONEY from Creativity!

31. -3- Shift Focus Your brand is the promise of a Guaranteed Experience.

32. What does your Customer WANT? What does your Customer NEED? What does your Customer VALUE? What does your Customer EXPECT? -3- Shift Focus

33. -3- Shift Focus

34. Customers Need Your WISDOM -3- Shift Focus Business advances on 2 things: 1) Solutions You Provide 2)Connections You Sustain

35. -3- Shift Focus Act Like You’re in Business for Yourself – You Are!

36. We Rebuild Our Past… By Reinventing the Future -3- Shift Focus

37. RememberRule #6

38. -4- Shift Attitude

39. Use AllOf TheTools

40. 5 Tools To Help Your Reconstruction: -1- Build a climate that is open to Innovation & Creativity.

42. See Differently.

44. Constructive Changes Make Good Use Of Other People’s Brains.

45. 5 Tools To Help Your Reconstruction: -3- Create aPartnership with: Customers Suppliers Employees

46. Constructive Changes Hold Yourself Accountable for Outcomes and Results.

47. 5 Tools To Help Your Reconstruction: -4- Learn from Suppliers and other Employees

48. Constructive Changes Be Tolerant of Subordinate’s Mistakes.

49. Half of your job is keeping people in the right ‘frame’ of mind. 5 Tools To Help Your Reconstruction: -5- Implement Next-Generation Approaches

50. Constructive Changes Take Ownership of Changes.

51. To Be Successful Your Toolbox Needs A B C D E F G H I J K 2 3 4 5 6 7 8 9 10 11 L M N O P Q R S T 12 13 14 15 16 17 18 19 20 U V W X Y Z 21 22 23 24 25 26

52. To Be Successful Your Toolbox Needs K N O W L E D G E -4- Shift Attitude 11 14 15 23 12 5 4 7 5 96%

53. To Be Successful Your Toolbox Needs H A R D W O R K -4- Shift Attitude 8 1 18 4 23 15 18 11 98%

54. To Be Successful Your Toolbox Needs A T T I T U D E -4- Shift Attitude 1 20 20 9 20 21 4 5 100%

55. To Be Successful Your Toolbox Needs BULLSHIT 2 21 12 12 19 8 9 20 -4- Shift Attitude 103%

56. To Be Successful Your Toolbox Needs YOUR WISDOM -4- Shift Attitude 25 15 21 18 23 9 19 4 15 13 162%

57. Use AllOf TheTools

58. Luck and fate play far less a role in your success than YOUR WISDOM and the RIGHTATTITUDE. -4- Shift Attitude Next Generation Approaches

59. Ask “What If?” Next Generation Approaches -4- Shift Attitude You will unleash the unlimited possibilities of innovative thinking.

60. Next Generation Approaches Work Hard Never give up! Success requires a fresh blueprint-- not a prefab! -4- Shift Attitude

61. Customers are the reason we are in business. Next Generation Approaches

62. Continue Your Education ContinuallyChange & Improve. Be Volume…not Share Driven. Focus on your Customers, NOT your competition. Find New Benefits, NOT Features. Next Generation Approaches Co-create Joint Business Opportunities.

63. Use AllOf TheTools

64. Make Over Be a Fixer-Upper Everyday!

65. Give People a Possibility to live into, not an Expectation to live up to!

66. RememberRule #6 Don’t Take Yourself Too Seriously.

67. Keep Your Sense of Humor.

68. Communicate Clearly

69. Use AllOf TheTools

70. Are You Still Confused?

71. -1-ShiftDirection

72. Look for Signals

73. -2- Shift Purpose

74. Level The Playing Field

75. -3-ShiftFocus

76. BecomeCutting Edge

77. -4-Shift Attitude

78. Use ALLof the Tools “Inside The Box.”

79. Flowchart For ProblemResolution Is It Working? NO YES Don’t Mess With It! DidYou Mess With It? YES YOU IDIOT! NO Will it BlowUp In Your Hands? Anyone Else Know? You’re SCREWED! YES YES CanYou Blame Someone Else? NO NO NO Hide It Look The Other Way YES NO PROBLEM!

80. Jim FeldmanProfessional Speaker ShiftHappens.com 312-527-9111