Terry Starbucker

SEPTEMBER 10, 2017

Once we did that, and with those “why” answers more clearly understood by our teammates, our scores eventually exceeded our original goal, and they continued to rise to greater heights as we kept raising the bar, hitting industry leading levels. And better still, our employee satisfaction scores also went up.

Metrics 233

Metrics Simon Resistance Goal 233

Terry Starbucker

AUGUST 17, 2014

I was lucky to have been part of something pretty special – a team that blossomed into one of the highest performing groups in our industry. Once all the pieces were in their right place, it became a leadership juggernaut destined for success. And it was a wonderful ride. But it wasn’t all luck.

Leadership 419

Leadership Metrics Policies Guidelines 419

Terry Starbucker

FEBRUARY 25, 2018

We built one of the best performing cable television companies in the industry. We worked on “leading our way out of a job”. And it worked. Because we instilled a culture built on “team”, “pride”, “service”, “support”, “accountability”, and oh yes – oh yes indeed – “fun”.

Leadership 180

Leadership Operations Team Building Commitment 180

Terry Starbucker

AUGUST 10, 2014

He was also an industry titan, a leader and pioneer in the cable TV business for nearly 50 years. After saying this, I sat back in my chair at a quarterly review meeting feeling pretty good about myself, and awaited a positive reaction from my colleagues.

Leadership 307

Leadership Metrics Education Mentor 307

Terry Starbucker

SEPTEMBER 9, 2012

We had put all of our cable TV locations in a friendly competition with each other on service metrics, and two places in particular were always at the head of the pack, generating not only company-leading, but industry-leading performance. I only had to attend their team meetings to find out. They had taken ownership of their own team.

Team 349

Team Sports Metrics Mentor 349

Terry Starbucker

JULY 8, 2018

George also knew that his skills were in high demand in his industry, and he figured there would be a reluctance to come down on him very hard because he’d be difficult to replace. He was right. Jerry knew many months ago that George was just not cutting it, but he was indeed afraid to reduce his staff at such a critical time.

Morale 171

Morale Productivity Products Skills 171

Terry Starbucker

JULY 6, 2011

thanks to Howard Mann for giving me the inspiration with his “ Reaching the Top 3% of Your Industry &# post, and great conversation). It gives you freedom to dream of even bigger things, and chances are, you’re scoring touchdowns even though your competitors KNEW exactly what plays you were running. And boy does that feel good.

Sports 251

Sports Industry Marketing Team 251

Terry Starbucker

NOVEMBER 24, 2013

You know where you can find these kinds of companies – at the top of their industries. Take a closer look behind their success, and you’ll find those four things in practice. They have a simple concept that drives them – better leaders build a better company.

Leadership Development 305

Leadership Development Development Seminar Leadership 305

Terry Starbucker

FEBRUARY 16, 2014

He was quite the successful man when I met him back in 1987.

Franchising 318

Franchising Budgeting Engineering Learning-by-Doing 318

Terry Starbucker

JANUARY 29, 2012

And the answers in this example could very well be different for a different company in another industry at another point in time. That’s how the process would work.

CRM 282

CRM CEO Insurance Advertising 282

Terry Starbucker

JULY 6, 2014

By late 2009, our Cable company completed its trek from “worst to first” among its peers in operational metrics, and its NPS score was significantly higher than the industry average (and the average of many other service industries). And I’m still loving it.

Metrics 214

Metrics Leadership Operations Report 214

Terry Starbucker

JANUARY 9, 2011

We built one of the best performing cable television companies in the industry. Yep, we worked on “leading our way out of a job&#. And it worked.

Team Building 248

Team Building Operations Team Commitment 248

Terry Starbucker

MARCH 6, 2011

He was a cable television pioneer and one of the legends in the industry, having built his first cable system in 1958, and quickly rising to the top in the early 70′s as the CEO of TelePrompter. For 15 years I worked for a man named Bill Bresnan.

Leadership 276

Leadership Leadership Styles Travel CEO 276

Terry Starbucker

OCTOBER 9, 2011

Either way, the Millennial generation is quickly becoming the majority workforce, and understanding them* will offer you a competitive edge in your industry (and make your job easier). (*the

Leadership 296

Leadership Tactics Management Maturity 296

Terry Starbucker

OCTOBER 8, 2017

This story is dedicated to the memory of Bill Bresnan, the founder of Bresnan Communications and one of the pioneers of the cable television industry, who passed away in November of 2009. Maybe it was the lingering haze in my eyes from the tears, but I could have sworn it winked at me. Bill Bresnan.

Leadership 192

Leadership Bottom-up Metrics Mentor 192

Terry Starbucker

MAY 22, 2016

It was so Butte to have turned this into a tourist attraction – it’s an old pioneer town with Irish roots, and a once thriving mining industry that is now long gone (but left a huge and dangerous legacy). It’s now a massive Superfund site because the pit is laden with heavy metals and dangerous chemicals.

Letter 171

Letter Leadership Call Center Long-term 171

Terry Starbucker

SEPTEMBER 22, 2013

And a few of them are even taking on HUGE established industries – like Trillion dollar industries, as Josh Reich is doing here in Portland with Simple , who is taking on the banking industry without any brick and mortar branches, or even a real bank. ft, much smaller than your typical supermarket.

Entrepreneur 295

Entrepreneur Banking Finance Industry 295

Terry Starbucker

JUNE 19, 2011

It was a panel discussion about Customer Care, and I was honored to be asked to participate, with four other industry executives and analysts. It was a lively and informative discussion, and it highlighted a classic business dilemma, one that’s relatable to just about any other industry or business. The dilemma?

Call Center 264

Call Center Metrics Bottom-up Cost 264

Terry Starbucker

AUGUST 13, 2017

As a project consultant with Northland Communications , keeping a connection with the cable/broadband industry. Yep, semi-retirement just didn’t take. Thankfully.

CPA 192

CPA COO CFO Leadership 192

Terry Starbucker

NOVEMBER 17, 2013

I moderated a panel last week at a Social Media Club of Portland event that featured local startup Simple , a digital bank that is taking on a trillion dollar industry without a single brick and mortar branch. Photo by Mary Nichols. The conversation was lively, because of the “disruptive” way they have chosen to do business.

Banking 322

Banking Travel CEO Media 322

Terry Starbucker

NOVEMBER 22, 2009

A novelty becomes a fad, a fad becomes a phenomenon, a phenomenon becomes an industry. Home About Me About This Blog Starbucker’s Amazon Store TerryStarbucker.com Ramblings From a Glass Half Full 20 Easy Ways to Take Social Media A Little Less Seriously by Starbucker on November 22, 2009 It was bound to happen.

Media 342

Media Blog Follow-up Taylorism 342

Terry Starbucker

OCTOBER 7, 2012

One of those people was Bill Bresnan , who ran the cable company, Bresnan Communcations, and several other companies before it, in a career that spanned over 50 years in the same industry.

Hotels 300

Hotels Leadership Class Video 300

Terry Starbucker

AUGUST 1, 2010

He had just spent several days reviewing our business operations, and after absorbing our successes and industry-leading metrics, he couldn’t figure it out on his own. So he was compelled to ask me that question, perhaps hoping I would reply with some magic formula that he could take back home with him.

Blog 246

Blog Metrics Learning-by-Doing Handbook 246

Terry Starbucker

NOVEMBER 28, 2010

George also knew that his skills were in high demand in his industry, and he figured there would be a reluctance to come down on him very hard because he’d be difficult to replace. He was right. Jerry knew many months ago that George was just not cutting it, but he was indeed afraid to reduce his staff at such a critical time.

Learning-by-Doing 269

Learning-by-Doing Blog Media Review 269

Terry Starbucker

APRIL 3, 2016

It indeed served as our connection to a higher purpose – and better still, higher profit, and many of the best operating metrics in the industry. We got to that point where we were sharing and living our values every day. And yep, I said it myself way, way more than 15 times. .

Leadership 150

Leadership Operations Policies Hotels 150

Terry Starbucker

FEBRUARY 14, 2010

I think fear-based management is a carry over from the industrial age and scarcity days. Which by the way – that is the reason of the existence of our company. Meier February 15, 2010 at 1:52 am Beautiful reflection and insight.

Budgeting 256

Budgeting CPA Maturity Open-book 256

Terry Starbucker

DECEMBER 27, 2009

i wrote about this here a few weeks ago ( [link] ) as relates to the American Booksellers Assoc suing Target, Walmart and Amazon for price cutting and threatening the local bookseller industry. And as you noted, you were happy to pay a premium for it. What a missed opportunity here.

Open-book 311

Open-book Price Blog Learning-by-Doing 311

Terry Starbucker

SEPTEMBER 12, 2010

The ability to receive instant feedback and information from industry sources and customers is truly revolutionary. I think this is particularly interesting from the larger perspective of companies and how they engage in social media.

Media 306

Media Blog Learning-by-Doing Influence 306

Terry Starbucker

NOVEMBER 15, 2009

Generosity, empathy, putting others needs first, standing up for things … it saddens me that many of the “gurus&# that people in this industry turn to do not have these qualities. The human qualities I felt these people possessed I think are sadly scarce but are the reasons for their success.

Succession 236

Succession Media Mentor Blog 236

Terry Starbucker

MAY 20, 2010

It takes an experienced professional to convince them that they should focus on something else that they are talented at before some of these deluded contestants realize that they don’t have the chops for the industry. You can always try harder.

Learning-by-Doing 388

Learning-by-Doing Blog Definition Open-book 388