good afternoon have all of you give me
I’m very happy to be here on the day of
today I have a huge enthusiasm for power
to be able to talk about a subject in which there is
tremendous opportunities for improvement
whenever we never finish it, it’s a
I am passionate about the subject
I dedicate a lot of time and effort to
over the years always accompanied by
very talented team that together
we seek to move in this direction and
that we have seen concrete results and
I mean
just this matter of looking for the
Companies are human like being safe
that in addition to that they are
fulfilling the objectives of the
institution we can feel
rest assured that there is also an approach to
human being to the person and all part of
have values and behaviors with
often observed that in the majority
of the companies there is a
set of values in general are
very good values I would say are
universal apply in all
areas of life
some companies have a few of
they their others have many more but
what he always observed is that in all
them to the genuine intention to do
things well and that’s fundamental
where the areas of
opportunity is when you have to go from
have values to live the values because
It is important that we give an example and that
we are able to put the
needs of others to their own
I would like to tell you that we have to
always think of service to
the rest
if we manage to serve others our
objectives in the institution
business organization that we
we find appropriate or someone else
be that we are starting a business
but that will eventually be
conformed by human talent that has
that help us achieve their goals
or that we are doing a race
executive it is important to be
committed to service to
others when we talk about a company
that of the others begins with the client
and to some extent very easy to
understand why today the company
modern understands that the customer is
first that is above all
because it ‘s so easy to understand that if
it was not so we would not have
Business business is because
we have clients and in this concept
so well known maybe many of you
you have already seen it from the pyramid
inverted what we have all that
assimilate is that all in one
organization
we exist to serve the client and there
links with service to others
in my case an institution there is a
client but still here in this event
we all have a client our sides
we can see in each one of our
companions to someone whom I can
serve in the best way of course
in companies or organizations
the higher the leader position something with
that this commitment of
serve others I can tell you
that in the personal case
more than half the time of my agenda
consists of events initiated by
clients or with people who are
serving the client and that they required
one of my support is that the
people the leader is at the service of the
others and not others in the service of
the needs of the book I would like
put a very simple example that is a
personal experience that I had to
perfectly write that vocation that
Genuine authentic mountain desire of a
person for serving others
some years ago in the company
commercial in which he had the honor of
participate for almost 20 years they asked me
that recognized a person
upon arriving at one of the stores they said
‘we want you to recognize
a person was a companion of ours and
I asked them and what merits have
for me to give recognition and
they tell me because she always smiles
he’s always smiling how important
smiled sometimes we forget
we are so focused on our
worries that we forget the joy
and smile to others and this lady
they always say smiles to customers already
your co- workers in the store
on the sales floor
I told my I feel very good
reason to give recognition when
He was denied recognition and
I asked what is your secret how you
do you always smile because
would even serve me maybe to
all of us and he tells me my secret
is that every morning to leave home
I pick up my worries and the
hang a tree that is next to the
door enters my house and I come to the
work committed to smile and she is
famous because he always has a smile
in the mouth and that also has to do
with the attitude topics that always
we have to have a positive attitude
so I wonder how lucky is
a company is an organization are the
others that interact with her from
have a person who does that
commitment but also think the
company that has the obligation to
understand what those concerns are
about those challenges that this company
our has in his personal life for
that we help you to mitigate it to
face them
so where are the relations of
double track where she is giving us
the best of himself for others for the
purposes of the company and there the
company and customers and colleagues
all go ganones but also like the
company has to get involved with
interest in helping her to
have a better life
we should leaders worry about the
welfare of the people who are
Around us
for all the people we are in the house of
our parents if we live in
our country of our partner or of
our children we must do the same in
the work in the business of the company
that we have formed or of the institution
of which we are part
we must worry about the welfare
of the people who are at our
around
know that of their lives and look
add with our actions with our
behavior to your happiness
that ‘s where you talk about this famous
concept of emotional connection in
where we are able to establish a
relationship with others that goes more
beyond a mere employment relationship and
converts into a human relationship that
happens to be transactional or very logical
where you have to do a task
I have to do this for you and I know
he ended up emotionally connecting to create
a human link in your say how
we achieve this how can you achieve
make an emotional connection if it is that
We believe that our work in life
goes beyond transacting to be
functional of having a relationship
merely logical with others and the
key to achieving connections
emotional is to be able to surprise
to surprise others
the case of a business relationship with
a customer like how surprised his
client and surprise him means no
only meet your expectations and not
exceed the y and there are three elements
fundamentals in a surprise so that
get us to make the emotional connection
the first element is that it be something
unexpected
if it was not unexpected, it would not be
surprise those obvious
second that the surprise I have a high
perceived value
for those who receive it because they do not
I was waiting and you surprised them with something that
uaw and third that have null low cost
for those who give it and here I would like
also share an example that
I also learned from an experience
Real Some years ago a customer with a
lady came to a store to buy
a mixer for washing because the
that he had no longer worked
I was throwing water had to change
a boy arrives at the store
he works in the store he attends the help
to explain what is the variety of
water mixers that are there and
which one is best for her
according to those of the
features that the client
I needed this product to have the
client bought the product and it’s going to
the few days maybe like a week
and this is a real story like the
week that the lady had bought
the mixer is at this
boy who attended him in a
supermarket and he says hear you me
you will have the other day you helped me
choose the mixer that you buy
you agree and the boy surprised that
had recognized her the lady says yes
and now I remember clearly how
it was working well
he wanted to feel safe that what
he recommended them is working
properly and she tells him not to
They could install because I have no money
and here comes the surprise
the boy tells you if you allow me
and another thousand day of rest power to your
home
I installed the mixer without charge
here is a case to me it seems
extraordinary of the vocation and
commitment and vision of how to serve
to others to do something totally
unexpected high value for whom
get the surprise
and of null low cost for the one who gave it
that happened because he wanted to do it
because he
he brings a chip in his mind that I did
I have to see what else I do so
others did not have to do that if they did not
I would have done nothing
the lady because I would have finished
will greet and in the supermarket and there
finished the conversation
however this boy is capable of
achieve that emotional connection and always
that I think in this example I
I ask in each of the situations
of life that I live
I think it’s my turn to live daily.
connecting emotionally and remember
to achieve emotional connection
we need the element of surprise does
something that you expect to be high
value perceived for you and that I do not
It costs me nothing to do too
I would like to share with you that you observed
many institutions especially talking
of the companies that is focus a lot on
that being weighed get a certain
grow size and they are huge they are
very big and also that I win a lot
wool that are very profitable very
productive
I believe that maybe even many
entrepreneurs bathe with that and although
these two elements are of course very
important in my opinion there is a third
equally valuable and extremely
relevant and I mean that in the
organizations we have to look for that
our people who participate in it
be happy when you first
talk about this vision in the company
that I directed was generated after
this talk in which I reported
this a rumor that as we were looking
that our people were happy then
surely we were going to increase the
I pay everyone 20 percent and that
it was actually also
because some of my directors came to
tell me to vergara is very worried
because I heard this in the elevator
climbing several boys came
saying then and I really liked it
that they practiced it to me because it gave me
opportunity in a second talk with
the organization tell them what would happen
what would happen with the goal of growing
and with the objective of profitability
if we start making decisions
irrational as regards wages and
benefits and and then when doing that
question and share in a group begins
be clear that what we want to say
is that these three elements are
important and they have to be in
balance in harmony
it’s not about let’s look to grow up to
company 10 or 15 or 100 times
coast that people are not happy or
without being profitable we have to be
able to work these three elements
in a way that they coexist with a
level at which all these priorities
are being properly taken care of
I can assure you that if we are
able to do this let’s see
how our interest groups are
deliver like this lady who bought
the mixer you think this
sir to come back to someday buy in
another store that is not that where
this boy works that surprised him
and made the emotional connection by
course that a customer of
for life and so it has to be with everyone
the interest groups with whom
we interact and I mean of course
to customers but also to those
they work in the company to the suppliers
and the entire community if this is achieved
including the reputation the prestige of
the institution of the company the
organization
in short what we are each alone and not
it is of size then something small medium
or great prestige and reputation
they will be very high and that is important
I think we all want to be linked
affiliates respected winning causes of
based on values that are good
received in the community that what
they are loved in the community
these these behaviors of which
we have talked about serving others from
see everyone as a customer so that
let’s think new being is very important
I have to see how I surprise him as
emotionally connected
they are dynamic evolutionary processes go
changing and you can always do better
it is not a day to day today
everything went perfectly to me because
Well I congratulate you, I have not had to see
that happens but still tomorrow what
you can do better
we can always and must evolve
so that these three elements have been
carried harmoniously towards a
towards a higher level
already to finish I would say that
let’s reflect, I like it a lot
reflect on what is up to me because
we are very given to the human species
to see what it is that has to do
or what is it that someone else has not
done and we have to understand that what
It’s my turn to you
here we are in the chair in the
that you are sitting or here where I
I’m standing what’s up to me in
first person singular is first
believe that relationships can be established
solid human that go over
of business objectives but that at
duly address these priorities
they are going to return productively and
for the benefit of the company
institution in which we work
first we have to want to believe that
you can do second we have to
want to do what is not born
spontaneously unconsciously
wanting to connect emotionally with
others ask yourself love with your
companion
maybe it’s a friend a friend or if not
your neighbor armchair or this afternoon that
return home
I can not make an emotional connection
how could he surprise that person with
which at the moment is
interacting you have to love them
do it you have to own it
take over that situation and say
I’m going to do this because in the end I
that all of us have to understand
is that each one of us you again
you who are sitting in his chair do not
I had but the one on one side and the other on
letters or the one in front of you and it’s from
the few times we speak in the
first person singular when
try to take on responsibilities not
when you have to take credits
I made this the tickets to assume
responsibilities ask yourself what I
touch me and take responsibility
I invite you to question us in
Intimacy with us constantly
every day at different times of
the daily journey that there is not
responsibility to take on to search
be a better human being in favor of the
the rest
thank you very much have a nice day
[Applause]
I’m very happy to be here on the day of
today I have a huge enthusiasm for power
to be able to talk about a subject in which there is
tremendous opportunities for improvement
whenever we never finish it, it’s a
I am passionate about the subject
I dedicate a lot of time and effort to
over the years always accompanied by
very talented team that together
we seek to move in this direction and
that we have seen concrete results and
I mean
just this matter of looking for the
Companies are human like being safe
that in addition to that they are
fulfilling the objectives of the
institution we can feel
rest assured that there is also an approach to
human being to the person and all part of
have values and behaviors with
often observed that in the majority
of the companies there is a
set of values in general are
very good values I would say are
universal apply in all
areas of life
some companies have a few of
they their others have many more but
what he always observed is that in all
them to the genuine intention to do
things well and that’s fundamental
where the areas of
opportunity is when you have to go from
have values to live the values because
It is important that we give an example and that
we are able to put the
needs of others to their own
I would like to tell you that we have to
always think of service to
the rest
if we manage to serve others our
objectives in the institution
business organization that we
we find appropriate or someone else
be that we are starting a business
but that will eventually be
conformed by human talent that has
that help us achieve their goals
or that we are doing a race
executive it is important to be
committed to service to
others when we talk about a company
that of the others begins with the client
and to some extent very easy to
understand why today the company
modern understands that the customer is
first that is above all
because it ‘s so easy to understand that if
it was not so we would not have
Business business is because
we have clients and in this concept
so well known maybe many of you
you have already seen it from the pyramid
inverted what we have all that
assimilate is that all in one
organization
we exist to serve the client and there
links with service to others
in my case an institution there is a
client but still here in this event
we all have a client our sides
we can see in each one of our
companions to someone whom I can
serve in the best way of course
in companies or organizations
the higher the leader position something with
that this commitment of
serve others I can tell you
that in the personal case
more than half the time of my agenda
consists of events initiated by
clients or with people who are
serving the client and that they required
one of my support is that the
people the leader is at the service of the
others and not others in the service of
the needs of the book I would like
put a very simple example that is a
personal experience that I had to
perfectly write that vocation that
Genuine authentic mountain desire of a
person for serving others
some years ago in the company
commercial in which he had the honor of
participate for almost 20 years they asked me
that recognized a person
upon arriving at one of the stores they said
‘we want you to recognize
a person was a companion of ours and
I asked them and what merits have
for me to give recognition and
they tell me because she always smiles
he’s always smiling how important
smiled sometimes we forget
we are so focused on our
worries that we forget the joy
and smile to others and this lady
they always say smiles to customers already
your co- workers in the store
on the sales floor
I told my I feel very good
reason to give recognition when
He was denied recognition and
I asked what is your secret how you
do you always smile because
would even serve me maybe to
all of us and he tells me my secret
is that every morning to leave home
I pick up my worries and the
hang a tree that is next to the
door enters my house and I come to the
work committed to smile and she is
famous because he always has a smile
in the mouth and that also has to do
with the attitude topics that always
we have to have a positive attitude
so I wonder how lucky is
a company is an organization are the
others that interact with her from
have a person who does that
commitment but also think the
company that has the obligation to
understand what those concerns are
about those challenges that this company
our has in his personal life for
that we help you to mitigate it to
face them
so where are the relations of
double track where she is giving us
the best of himself for others for the
purposes of the company and there the
company and customers and colleagues
all go ganones but also like the
company has to get involved with
interest in helping her to
have a better life
we should leaders worry about the
welfare of the people who are
Around us
for all the people we are in the house of
our parents if we live in
our country of our partner or of
our children we must do the same in
the work in the business of the company
that we have formed or of the institution
of which we are part
we must worry about the welfare
of the people who are at our
around
know that of their lives and look
add with our actions with our
behavior to your happiness
that ‘s where you talk about this famous
concept of emotional connection in
where we are able to establish a
relationship with others that goes more
beyond a mere employment relationship and
converts into a human relationship that
happens to be transactional or very logical
where you have to do a task
I have to do this for you and I know
he ended up emotionally connecting to create
a human link in your say how
we achieve this how can you achieve
make an emotional connection if it is that
We believe that our work in life
goes beyond transacting to be
functional of having a relationship
merely logical with others and the
key to achieving connections
emotional is to be able to surprise
to surprise others
the case of a business relationship with
a customer like how surprised his
client and surprise him means no
only meet your expectations and not
exceed the y and there are three elements
fundamentals in a surprise so that
get us to make the emotional connection
the first element is that it be something
unexpected
if it was not unexpected, it would not be
surprise those obvious
second that the surprise I have a high
perceived value
for those who receive it because they do not
I was waiting and you surprised them with something that
uaw and third that have null low cost
for those who give it and here I would like
also share an example that
I also learned from an experience
Real Some years ago a customer with a
lady came to a store to buy
a mixer for washing because the
that he had no longer worked
I was throwing water had to change
a boy arrives at the store
he works in the store he attends the help
to explain what is the variety of
water mixers that are there and
which one is best for her
according to those of the
features that the client
I needed this product to have the
client bought the product and it’s going to
the few days maybe like a week
and this is a real story like the
week that the lady had bought
the mixer is at this
boy who attended him in a
supermarket and he says hear you me
you will have the other day you helped me
choose the mixer that you buy
you agree and the boy surprised that
had recognized her the lady says yes
and now I remember clearly how
it was working well
he wanted to feel safe that what
he recommended them is working
properly and she tells him not to
They could install because I have no money
and here comes the surprise
the boy tells you if you allow me
and another thousand day of rest power to your
home
I installed the mixer without charge
here is a case to me it seems
extraordinary of the vocation and
commitment and vision of how to serve
to others to do something totally
unexpected high value for whom
get the surprise
and of null low cost for the one who gave it
that happened because he wanted to do it
because he
he brings a chip in his mind that I did
I have to see what else I do so
others did not have to do that if they did not
I would have done nothing
the lady because I would have finished
will greet and in the supermarket and there
finished the conversation
however this boy is capable of
achieve that emotional connection and always
that I think in this example I
I ask in each of the situations
of life that I live
I think it’s my turn to live daily.
connecting emotionally and remember
to achieve emotional connection
we need the element of surprise does
something that you expect to be high
value perceived for you and that I do not
It costs me nothing to do too
I would like to share with you that you observed
many institutions especially talking
of the companies that is focus a lot on
that being weighed get a certain
grow size and they are huge they are
very big and also that I win a lot
wool that are very profitable very
productive
I believe that maybe even many
entrepreneurs bathe with that and although
these two elements are of course very
important in my opinion there is a third
equally valuable and extremely
relevant and I mean that in the
organizations we have to look for that
our people who participate in it
be happy when you first
talk about this vision in the company
that I directed was generated after
this talk in which I reported
this a rumor that as we were looking
that our people were happy then
surely we were going to increase the
I pay everyone 20 percent and that
it was actually also
because some of my directors came to
tell me to vergara is very worried
because I heard this in the elevator
climbing several boys came
saying then and I really liked it
that they practiced it to me because it gave me
opportunity in a second talk with
the organization tell them what would happen
what would happen with the goal of growing
and with the objective of profitability
if we start making decisions
irrational as regards wages and
benefits and and then when doing that
question and share in a group begins
be clear that what we want to say
is that these three elements are
important and they have to be in
balance in harmony
it’s not about let’s look to grow up to
company 10 or 15 or 100 times
coast that people are not happy or
without being profitable we have to be
able to work these three elements
in a way that they coexist with a
level at which all these priorities
are being properly taken care of
I can assure you that if we are
able to do this let’s see
how our interest groups are
deliver like this lady who bought
the mixer you think this
sir to come back to someday buy in
another store that is not that where
this boy works that surprised him
and made the emotional connection by
course that a customer of
for life and so it has to be with everyone
the interest groups with whom
we interact and I mean of course
to customers but also to those
they work in the company to the suppliers
and the entire community if this is achieved
including the reputation the prestige of
the institution of the company the
organization
in short what we are each alone and not
it is of size then something small medium
or great prestige and reputation
they will be very high and that is important
I think we all want to be linked
affiliates respected winning causes of
based on values that are good
received in the community that what
they are loved in the community
these these behaviors of which
we have talked about serving others from
see everyone as a customer so that
let’s think new being is very important
I have to see how I surprise him as
emotionally connected
they are dynamic evolutionary processes go
changing and you can always do better
it is not a day to day today
everything went perfectly to me because
Well I congratulate you, I have not had to see
that happens but still tomorrow what
you can do better
we can always and must evolve
so that these three elements have been
carried harmoniously towards a
towards a higher level
already to finish I would say that
let’s reflect, I like it a lot
reflect on what is up to me because
we are very given to the human species
to see what it is that has to do
or what is it that someone else has not
done and we have to understand that what
It’s my turn to you
here we are in the chair in the
that you are sitting or here where I
I’m standing what’s up to me in
first person singular is first
believe that relationships can be established
solid human that go over
of business objectives but that at
duly address these priorities
they are going to return productively and
for the benefit of the company
institution in which we work
first we have to want to believe that
you can do second we have to
want to do what is not born
spontaneously unconsciously
wanting to connect emotionally with
others ask yourself love with your
companion
maybe it’s a friend a friend or if not
your neighbor armchair or this afternoon that
return home
I can not make an emotional connection
how could he surprise that person with
which at the moment is
interacting you have to love them
do it you have to own it
take over that situation and say
I’m going to do this because in the end I
that all of us have to understand
is that each one of us you again
you who are sitting in his chair do not
I had but the one on one side and the other on
letters or the one in front of you and it’s from
the few times we speak in the
first person singular when
try to take on responsibilities not
when you have to take credits
I made this the tickets to assume
responsibilities ask yourself what I
touch me and take responsibility
I invite you to question us in
Intimacy with us constantly
every day at different times of
the daily journey that there is not
responsibility to take on to search
be a better human being in favor of the
the rest
thank you very much have a nice day
[Applause]
Please follow and like us: