Below is an Autogenerated Transcript

Second facet – Delivery.

Let’s start down over here again, basic let’s go Banking that’s another insurance, another financial services industry, basic, is that there should be a headquarters for the bank. Fine, they got headquarters nice building downtown but today you don’t expect to go downtown to you know what’s expected is that you should be able to find branches that bank’s got 139 branches and that’s expected but sometimes you know you go to that branch and they’re closed, they’re shut so they gave you something that you ooohh desired. It’s a little card, all of you probably carry one. You put it in a machine, you press the buttons, boom! outcomes money from the wall, first time I saw that I said I want one of these walls in my house because it was desired.

Now surprising shows up when you can do telephone banking from anywhere in the world toll-free or when you can log on your computer and do all your banking, you don’t even have to talk to anybody.

Oh the other day in Seattle I was traveling in the United States. I went to visit some friends and I saw something that was downright unbelievable in the area of the delivery. A friend of mine is working in an office building on the 12th floor, I was there about 11:30 in the morning I said come on I’ll take you out to lunch and she said oh that’s a great idea but I have to make a deposit for my company and I need to get some cash from an ATM machine so I said “Hey no problem at all, let’s just go to a restaurant that’s near one of your branch banks” and she looked at me and smiled and said “But that’s not how we do our banking anymore”

“what do you mean… how do you do it?”

Now she said “oh watch this” and she picked up the phone and she hit the speed dial button and it went “eeee” and so she reached over and pushed “boop boop” and then hung up the phone.

Well that little “eee” sounded like a fax tone to me so I went over to the fax machine and I said “Are they gonna print the money?” She said “Oh no, no just wait”. 45 seconds later her phone rang, she went over, she picked up the phone, she looked at me, didn’t say a word, she said “It’s good news” and hung up the phone.

She didn’t say hello, she didn’t say goodbye. It’s like there was nobody even there when what is going on here? She said “come on I’ll show you”

We put on our jackets, went down the elevator, walked out into the parking lot, as we step into the parking lot an armored car drove into the parking lot with an ATM machine built into the side she waved at the driver, made her deposit, pulled out her card, out came the money waved at the driver… he drove off.

I stood there going “Oh my god this is incredible, this is unbelievable!” and she said “Well actually, when it first came out it was pretty surprising to all of us” and now when it can come quickly like that it’s nice and desired.

Usually I expect I have to wait about half an hour and some days it’s just basic service, it takes an hour and a half, and I thought to myself my goodness even in the delivery field every advancement also comes down the stairs.

So how do you get through that glass ceiling and stay above it?

You want to stay above it. You’ve got to have a good product and be able to represent it well, you’ve got to have good delivery systems, be able to know how to use them well but you’ve also got to have a mindset.

It takes you above the ceiling and keeps you there, in the minds and in the hearts of those that you serve, so I’ll tell you one more story and you’ll see how mindset is different from product and delivery because when you reach the top you don’t slide back down.

Now to break through a glass ceiling you have to climb up, you got to, can’t start at the bottom, you got to move all the way up to the top and then go beyond the top.

So I want to show you some stages in each of these areas: product, delivery systems, mindset. I’m going to start over here with something that’s really fundamental, starting the product category with something is very basic. What’s the black thing that hangs on your belt that every once in a while goes what do you call that? the early ones like that you don’t call pager the early ones like that you call what? Beeper. Why do you call it a beeper? cuz all it can do is beep.

Now that is very basic, would you agree with me? 

In fact after a while people said it’s too basic, sometimes I need something you know more discreet, like right now imagine if all your beepers beep beep beep. No, no, no, no, no give me a pager that lets me know that I have a call coming in but doesn’t make noise. So the pager company said ‘okay we can handle that’

Now you’re having lunch with somebody and suddenly they go “Hey you got a call”

Vibrating pagers right? and you know I’ve discovered that this is the only country in the world where all the men carry them in their front pocket. Now that’s not basic that’s expected but after a while people say well I want something more give me a pager that you know desired. 

So now you can get a pager that doesn’t just show you the number that’s calling you to get the message, alphanumeric pagers it’s not very basic,  it’s desired.

Did you know that there are some places now that have pagers that are surprising you cannot only get your message you can hit certain buttons and you can send a message back.

Your broker sends you prices… buy, sell. Your wife says bring eggs, you say okay. Surprising.

Now there’s even a level that’s beyond surprising. It’s extraordinary, it’s exceptional, it’s unbelievable.

Today you can go out and buy yourself a pager that clips on your belt,you could also get one that looks like a pen to hold in your pocket, you can even get flat ones that look like a credit card, you can carry it in your wallet or in your breast pocket. Did you know that today the manufacturing companies for pagers are developing a pager that is built into the frame of your glasses, now that’s very convenient for those of you that wear glasses because you never have to worry about forgetting your pager but they got a problem, how are they going to let you know you gotta pay?

Can you imagine walking down the street suddenly your head goe and it’s not appropriate to beat you because it’s right next your baby so how are they going to let you know well they’re working on two technologies right now one of them is they take advantage of the fact that your glasses sit on the bridge of your nose so you’ll know that you’ve got a phone call because your page your glasses will emit a faint odor so you’ll be walking along and you’ll excuse me I have a phone call now they’re developing another technology we’re built into the glass but only on your side is a small LCD panel like Times Square you see the message go bye see you walking on go whoa here comes a message got it hold on a second yeah okay okay right oh god I got a call now that’s okay but you can imagine how fast technology is developing right so they’re now working on on the inside of the glasses not LCD panel but full color mini video screens facing you full motion so now when it’s not just sending the number of the message when they can send you a little video signal you’ll be walking along and suddenly mom what are you doing here no Never what do you want one now that’s not just surprising that’s downright unbelievable but do you think that your grandchildren are going to consider that unbelievable will it even be surprising for them or will it be amount of like well what fashion is desired it’ll get to the point where the kids are you look at you oh grandpa I have that now built into my contact lens you see whatever happens in terms of the evolution of product is fine but ultimately it’s going to come sliding back down those stairs so you got to keep innovating keep innovating keep innovating and keep improving yourself in terms of how well you know and can represent your product yo