Presented by John McHugh, manager of corporate communications, leadership development and training, Kwik Trip, Inc. Regardless of your role, what are people, customers and visitors looking for in you? What is the workplace culture you have created with your team that leads to success? Creating a mission driven culture with compassion and trust turns satisfied customers into loyal customers. Their loyalty means they will give you positive word-of-mouth advertising that can’t be beat. In addition, if the work we do is tied into a purpose beyond profits our job satisfaction increases substantially. Join John McHugh as he explores the role you play in your organization’s success and how you can find the key people to help you achieve that greatness. His examples and stories are ones that you won’t forget.

1. REFLECTIONS ON LEADERSHIP
Kwik Trip
John McHugh

2. PURPOSE, COMPASSION AND TRUST

3. PURPOSE
“For, in the end, it is impossible to have a
great life unless it is a meaningful life. And it is
very difficult to have a meaningful life without
meaningful work. Perhaps, then, you might
gain that rare tranquility that comes from
knowing that you’ve had a hand in creating
something of intrinsic excellence that makes a
contribution. Indeed, you might even gain that
deepest of all satisfactions: knowing that your
short time here on this earth has been well
spent, and that it mattered.”
Jim Collins, Good to Great

5. CUSTOMER LOYALTY (VERSUS SATISFACTION)
 65-85% of customers who defected to
competitors described themselves as
“satisfied” just before they jumped.
 If you’re only satisfying them you’re
simply meeting their expectations. You
are not doing anything to bring them
back.

6. LOYALTY IN RELATIONSHIPS

7. CELEBRATE THE STORIES
 Tell, celebrate and reward the great
stories
 The limbic brain versus the cerebral
cortex
 14 stories in 2004
 956 stories in 2014

8. TRUST IN RELATIONSHIPS
 Integrity is what you do when no one is
watching – Ethics training.
 “I would have guessed that from you” -
Reputation
 Honesty in words in Antigo – The Need to
Belong

9. CUSTOMERS DON’T COME FIRST
“My supervisor, or someone at
work, cares about me as a
person.” – Q12
Mildred’s Empathy