How To Prepare Your Business For A New Generation

The Millennial

It Began as an Experiment

Bridging the Generational Divide

Lead. Donʼt Manage.

Motivation vs. Compensation

Overhaul Your Culture


Work With Me

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” .“The next five days on this blog are going to be an experiment and I’m going to come right out and ask for your help.

it became apparent that my first post in the series called The Millennial Revolution: An Experiment struck a nerve in people. and ultimately led to this e-book you now find yourself reading. You’ll also learn more about developing a Millennial strategy in your where the conversation continues. Early on in the process. Most are from Millennials who both echoed and added such rich dialogue to the posts that I would have been a jerk to ignore them here. I want to express my deep gratitude to everyone who contributed in those early posts. Other comments are from generations such as Xers and Boomers who express viewpoints you may just find surprising. I also knew that it wasn’t just about my voice or my thoughts. If you read the original blog posts. more book-friendly and keep it interesting for you as well. “Itʼs about the Millennial community along with those who seek to understand and harness it. If this topic is important to you (which I assume it is since you’re reading this). hundreds of comments and social media shares. don’t worry--I’ve changed and expanded the content to make them It’s about the Millennial community along with those who seek to understand and harness it. This book would be nothing without you. That’s when I knew I would create this mini e-book to further foster and expand the conversation.” . I encourage you to visit my blog at travisrobertson. To say I’m humbled is an understatement. The traffic to my blog and the comments on that first day far surpassed any previous day’s levels.It Began as an Experiment The quote on the preceding page was the sentence that launched a number of talks. I would also encourage you to read the Work With Me section if you’re interested in having me speak on this topic to your organization or group. That’s why you’ll find comments and thoughts shared by readers of my blog throughout this book.

curing environmental www. While privileged. and grind out 30 years with one organization to protect against depression-era fears. That is not to say that these individuals are disengaged from the work at hand. on the ball field. the list goes on). poverty. I hear resoundingly that the “job” at hand is a stepping stone to a greater passion. A collaborative. clean water. interesting and fun culture play into some aspects of the Millennial Generation. .invisiblechildren. Remember. get safe. AIDS. but there is a need for so much more. in fact rarely is that so. it is now not unfathomable to think that the idea of one person funded with only a few dollars and an incredible amount of passion and devotion can have an impact on a grand scale (www. In the slew of conversations I have with peers and direct reports each week. The perceived “need” to be a company man is fading. and at home. www.IN THEIR WORDS: NILES EMERICK (MILLENNIAL) There is no longer a cultural need to hunker down. these workers were raised with high expectations for performance in the classroom. The greater fears now are the perils facing our world. Coupled with the ease of promoting causes and rallying support. many come with perfectionistic tendencies.kitointernational. diverse.

“Hi. I’m a Millennial and I’m here to help.” .

This Isn’t About Why There has been a lot written and discussed that has to do with the why of the Millennial generation.” .” This working title was swiftly axed by both my wife Lisa and Joel--wisely so I might add. And I’ll admit that there’s certainly some truth to all of those claims. He said the topic could be on “just about anything” I wanted to discuss so I inquired about the demographics of the group. lack work ethic. I suggested I could speak to the challenges that companies are facing--and will continue to face--as Millennials (those born somewhere between 1977 and 1995) enter the workplace. Critics say they’re over-confident. and small business owners at their weekly breakfast meeting. I began by asking myself this question: “If you had the chance to tell a room full of executives (who are all older than you) something about their business. what would you want to tell them?” My unedited response was something like. executives. After hearing that it was comprised primarily of people ages 45 and up. are highly entitled. Most of it begins as a psychological analysis of why they are the way they are then quickly devolves into a lot of complaining about the generation. Joel and Lisa signed off on the idea. I went to work developing this content. “I would want to tell them why the best people of the Millennial generation don’t really want to work for their companies. etc.Bridging the Generational Divide This whole thing started when I was approached by my friend Joel Widmer who asked me to speak to a group of Christian CEOs. Instead. are too demanding. and The Millennial Revolution was born. most of the people making these remarks were themselves “With the best of intentions. However. Boomers attempted to give their Millennial children opportunities and advantages they felt they never had.

sweetie?” However. Just like before. Not to mention that those complaining about the Millennials were also their parents. Jason Ryan Dorsey. With the best of intentions. Trophies were given to everyone because “we’re all winners. we now a generation of people who were raised with hovering parents (or “helicopter” parents) who sought to protect their children from themselves. As a result. Millennials were often held to high standards in academia and sports while simultaneously not being allowed to learn the valuable lessons that come with failure. Instead. Boomers attempted to give their Millennial children opportunities and advantages they felt they never had. “Millennials are more technologically advanced and they are less expensive than their predecessors. We now have to determine how to move forward in light of these realities. As a result. We stopped keeping score. hire. For example. It just is. As they continue to enter the workplace.considered “radicals” and “hippies” to their parents. (See? Blame isn’t always a bad thing!) Fellow Gen Y author and speaker. I can also tell you that they are the most technologically advanced generation ever. And very few things are ever all bad or all good. I blame our parents. “What would you like. manage and retain Millennials? Many companies are finding that Millennials quit and move to a different .” This is why Millennials are so critical to your organization. parents intervened to prevent that happening.” They were praised for effort and consistently asked. many view the Millennial generation as possibly the most innovative and creative generation ever – which sounds quite promising. the point of this book is not to flesh out why they are the way they are because we can’t undo a generation of rearing and parenting. companies are facing an enormous challenge: how do you attract. They are more technologically advanced and they are less expensive than their predecessors. Important difference.” This Is About How My goal is to examine the how of working with the Millennial generation. puts it this way: “Gen Y is not tech savvy. we are tech dependent.

Questions like this come from the assumption that the “world works” in a particular fashion and that the “best” it will ever work is how it’s been working. Change takes risk. However. Therefore. this isn’t about maturity or the lack thereof. many Xers and Boomers have expressed wanting many of the same things we’ll discuss in this book. Change is difficult. However. this makes the assumption that what Millennials need and want is a reflection of immaturity or youth.” . We must figure out how to make this work. Assuming something will just continue on into the future unchanged is folly. Change takes time and money (but not as much as you might think). Change is also good. when polled. This book will serve as the first step in that change. statements like this are generally made out of frustration. Companies need the Millennial workforce if they hope to survive and Millennials need the wisdom and experience that comes from the generations above within a year of being hired and they haven’t a clue how to fix this problem. eventually mature or grow up and realize this is how the world works?” No they won’t. chances are good that it was created to operate under a different environment and with a different generation. many Xers and Boomers have expressed wanting many of the same things we’ll discuss in this book. Finally. And who wants change when things are comfortable? But change is required. fear or both. This is about a different way of doing business. How you’ve operated has undoubtedly worked for your organization. It will lay the groundwork The “Millennials Need to Grow Up” Myth In preparing and delivering the content for The Millennial Revolution I’ve had the opportunity to speak with a number of people at various organizational levels and an interesting question continues to arise that I want to address here early on: “Why should my company have to adapt and change for Millennials? Won’t they “When polled. To survive in this new economy will require change--and change doesn’t come without a price. Second. Nobody longs to return to the era of the fax machine and few people would be willing to trade in their smartphone for a 1980’s pager. To assume that how it has worked will in any way reflect how it will work is just not good leadership.

older generations voiced their frustrations. So You’re Saying We Should Cater to Millennials? Definitely not! After all. In the 60’s and 70’s it was Boomers who shocked the system. “Now we have this clash of the two titan generations over the operational style of the workplace. Ultimately. Every new generation that enters the workforce brings with it challenges of adaptation for it’s employers. However. As a result. most Millennials understand this and are quite open to it. Born in 1977. excitement and innovation you couldn’t imagine being without. Now we have this clash of the two titan generations over the operational style of the workplace. Neither side is. their needs and expectations shouldn’t be roundly dismissed either. There is central ground for compromise and understanding. Each time. I believe that this position relative to both groups provides me with a perspective that I truly believe can help to bridge the generational divide.” generation (Boomers) and the younger generation (Millennials) are roughly the same size. Millennials will win if for no other reason than attrition through retirement and death. I intended for this e-book to be a quick introduction of where that common ground can be found. that doesn’t mean they are always right in their expectations or demands. The difference is that this is the first time that the older . In the 80’s and 90’s there was a struggle as Gen X entered with different expectations than the Boomers. They simply expect and need it to be delivered in ways that they can relate to it. I’m on the leading edge of the Millennials. I also understand the needs and expectations of the generations above because I’ve worked so closely with them for over 12 years. that’s part of what got them here in the first place. But I can promise that if you work on implementing these ideas in your company.for the revolution in your organization. In fact. I mentioned this above and I’ll delve into this further. In fact. but I want this to be crystal clear: Millennials need the wisdom and the experience of the generations above. you will start to see fresh ideas. I can’t promise that it will be easy. I’ve had the opportunity to experience much more than most in my generation. However. it’s expected that the 2010 census will show that Millennials outnumber Boomers.

not the delivery of services.“Prevailing management theory evolved out of the industrial revolution when the bulk of our economy centered on the creation of products.” .

So managers were installed to ensure things like this didn’t happen.Lead. Modern Workers Shouldn’t Be Managed Unfortunately. We are often required to consider the feelings of those we work Let’s say you’re in the middle of assembling a car and one of your line workers decides he doesn’t care for the aesthetics of how the steering wheel is positioned.” What happens? Nothing good. “Mechanical is linear. Don’t Manage. he feels as if inspiration with and the customers we serve then adjust how we’re operating in response. Rather than install it as required. They reduce risk and prevent deviation from standard operating procedure. Let me give you an example: customer service representatives. on the other hand. So why do we think we can manage it linearly?” . Creating a widget is a mechanical task that requires little to no cognitive or emotional reasoning. most of what modern workers (notice I didn’t say “Millennial workers”) do each day can’t be effectively controlled using this style of management. minimizing changes in inputs and reducing the risk of faulty outcomes. has struck so he places it in the middle of the car “to balance it out. Prevailing management theory evolved out of the industrial revolution when the bulk of our economy centered on the creation of products. They “manage” the variables. How many people really look forward to calling the customer service line of a company? Not many. It requires that we think creatively about problems and solutions. So why do we think we can manage it linearly? Management is about controlling the variables. You put the bolt in the widget then move it down the assembly line for the next person to perform their task. Cognitive is anything but linear. is a predominantly cognitive and emotional work. Delivering a service. not the delivery of services. Cognitive is anything but linear. Mechanical is linear.

calls abandoned from the queue (hang ups while on hold). gifts and talents of a group of people inspiring them to work toward a common goal. and customer satisfaction. leadership is focused on outcome and results. What’s the problem here? Customer satisfaction is very rarely improved by talking to more people for shorter time! And did you know that many customer service reps have to raise their hands and get permission to go to the bathroom? Sign me up! What do you think would happen if the primary statistic they were measured on was customer satisfaction? What would happen if they could spend a few extra minutes on the phone with a customer to ensure their satisfaction? And what do you think would happen to morale if they could go to the bathroom without asking permission like they were 6 years old? Management places heavy emphasis on methodology as a way to improve “In a knowledgebased service economy. is methodology equally as important as results?” results because assembly of a product depends on consistent application of methodology. are the best results always determined using repeatable.The reason is because they operate under assembly line management theory. Leaders are part of the team--not above it. . If management is focused on process and methodology. is methodology equally as important as results? Phrased another way. I shudder to think where we’d be today. If Jesus had the 12 Senior VPs instead of the 12 disciples. had installed managers. Leaders improve results by leveraging the passion.” Leadership is the New Management So how do we change to accommodate this shift? The answer is not to focus on managing processes but to challenge and encourage through leadership. What does this all look like? If Martin Luther King. call time (shorter is better). Jr. In a knowledge-based service economy. predictable and measurable methods? The answer is a definitive “no. They focus on demonstrating and coaching from the front rather than on directing and controlling from above. Most reps are measured on four major statistics: calls answered.

We can’t all be pitchers. Each game will require a different strategy. Then you must get out of the way and let people figure out how to carry that message and pursue that goal within the guidelines you’ve created. Each game will be different. most Millennials played at least one team sport. Growing up.” Instead. Great Coaches Know the Value of One-on-One Attention Great coaches give players lots of oneon-one attention. You must push them toward excellence by encouraging them and showing them that they are a part of something greater than themselves. And very rarely Great Coaches Appreciate Uniqueness “If you want to attract and retain Millennials your team has to learn how to become great at coaching. Wait for it. We were shaped by those experiences to expect coaching--not managing.” . You need an array of talent. But it’s more than that.the Message would’ve been bogged down in red tape and political bureaucracy. To lead a team of people requires a common goal. There must be a core message and a culture that is created around it. Great Coaches Manage for Results Great coaches care about winning (results) but they know there is no set path for achieving it (methodology). That’s okay. Find out what we’re gifted and talented at and let us work in our strengths. and a set of principles that the group chooses to live by and believe in. We can’t all be star outfielders. Most companies offer little in the way of ongoing training. Players can’t do the exact same thing in each game and expect the same result. they tell them to learn the plays and then they work with them day in and day out practicing those plays. We had soccer moms and little league dads.. Have you ever noticed what sets great coaches apart from good coaches? Great coaches learn about the gifts and strengths of each team member. If you want to attract and retain Millennials your leadership team has to learn how to become great at coaching. They don’t hand them a manual and tell them to “learn the plays.. a core message.

will attract employee referrals. and lead. Instead. This relationship building takes a lot of listening. CEOs. Show them that you’re not afraid of their ideas. inspire. I suspect that EVERY person has these passions . The hard work consists of building relationships with EVERY employee . project a positive corporate image . not just because it’s a checklist item. In fact. and loyalty have led to great successes through the course of our own lives. asking meaningful questions. We have an incredibly challenging and rewarding course ahead. It takes time.not hidden away in your office. and Executives to listen. They lead from the field. the business leaders. employees are shuffled to a classroom during a lunch hour. concerns. .. Be approachable and available for them to come to with questions.does that come from a manager. commitment..just that you cared enough to listen. Instead. they are down on the field IN THEIR WORDS: NILES EMERICK (MILLENNIAL) The challenge every organization faces today is to engage each individual according to their skills (to benefit the company) AND their passions (to benefit the individual AND the company). but because it creates a bond that a pension no longer makes. working with the players. and it is up to us. Those that get this balance right will have a far more loyal workforce. Then take it a step further and solicit those from them. ideas. but to do all this while teaching through our own (and others) stories how devotion. The relationship goes both ways. This provides both a challenge and an opportunity. We lead now on two fronts--each requiring equal thought and action: 1) Our responsibility to our organization and driving business. Great Coaches Lead from the Field Great coaches rarely sit in an office.. It’s important to be present for your team . It doesn’t mean you have to run with them . inspire and lead.. This is not an either or choice. encourage. Not only to listen. it is a both/and. encourage. and pressing in to find the passion that each Millennial clings to.. etc. and 2) Our responsibility to our people locally and globally. frustrations..

I asked Millennials what they look for in a manager. Here are a few of their responses. .

not just mass producing work. who is happy when his/her employees provide suggestions and who is not afraid to admit his/her way may not be the best way. This is exciting and how the best ideas come to fruition. I love when managers encourage their employees to contribute and foster collaboration. I think employees are happiest when they believe they are contributing to a company’s growth and purpose.” ~ Amber .“Easy! Someone who is willing to let go and who WANTS new ideas.

“I left a controlling and inflexible company for one built on trust because they hired good people--and I took less money to be happier. and it's worked.” ~ Lucas .

✓ Give me room to grow and don’t be threatened by wild ideas.“I want the following from my employer: ✓ Less status quo culture where people are drones. ✓ Ethical work that means something at the end of the road instead of purely focusing the overall mission on dollars all the time.” ~ Phillip . ✓ Flexibility with my hours with the understanding that I WILL champion my work and get it done--but not always in between 9-6.

direct. willingness to be flexible with my personal life. interested in me as an individual (rather than just what I can do for them).” ~ Julie .“They need to be fair. supportive. mentoring.

” ~ A quote from a former manager when I gave him my notice .“I’ve received authorization to offer you an additional 3% if you stay.

Instead.” . felt like the life was being sucked out of me. dreaded each and every day. Millennials consistently respond that fiscal motivators don’t really matter to them once their basic needs are met. I hated working for the company. something odd usually happened--I was offered more money. “When polled. Millennials want to find fulfillment. Who would want someone like that working for their company? People who feel that way are a cancer. Only later did that strike me as backwards. Compensation I’ve quit a couple of jobs in my life. physically and monetarily that I’ll ultimately be more successful and fulfilled? Even if I don’t have as much stuff? When polled. I was a cancer to them and they were a cancer to me. While they’re not delusional in thinking that they’ll always love every aspect of a job. emotionally. Remove the cancer! Don’t offer it more money to hang around! But that’s how many companies operate. Money Can’t Buy Happiness If I have my basic monetary needs taken care of. and they wanted me to stay. they also don’t believe that they should slog through their lives never finding satisfaction in their work just to chase a paycheck with more zeros. When I did. Then they try to throw more money at them so they’ll hang around. do I really need more money? Is that really what’s going to motivate me? Is money the only way to measure for success? Or do I believe that if I pursue something that fulfills me spiritually.Motivation vs. they place three things above monetary rewards as the most important part of their job. Millennials consistently respond that fiscal motivators don’t really matter to them once their basic needs are met. They assume that the only reason someone would leave their great establishment must be that they were offered more money. If they’re going to dedicate over a third of their lives to something.

can they be fulfilled? In both cases. I will always take a less qualified person who is passionate for my company and the position. it’s generally just the opposite. Drive: The Surprising Truth About What Motivates Us.How do you find fulfillment in work? Do something you are gifted and talented at and do it for something you’re passionate about. In his new book. how they do it. but abhor the company they work for. So what are the three things Millennials (and most employees) place above monetary motivators? Let’s take a look. It requires a change in the way you hire. As for me. if that same person finds themselves as a hiring manager for a company they otherwise love. “People want autonomy over four aspects of work: what they do. when they do it. can they be fulfilled? Conversely. Most companies view “qualifications” as more important than passion and desire to learn. If a person is a gifted accountant and they love the work. how they do it.” company. your company will need to find ways to give people autonomy over their work. author Daniel Pink writes that autonomy can best be thought of as “acting with choice. they will always outperform someone without those traits. They . when they do it. we know the answer. and whom they do it with.” He then writes the following: “[People want] autonomy over four aspects of work: what they do. Let them Desire to Work In Their Strengths and Passions Companies that take time to match more than just skills to a position but strengths and passion to a position will find employees who are more likely to make a longer-term home at the The Importance of Autonomy Most people think individualism when they hear the word autonomy. They are extremely interconnected. In the long-run. In fact. They thrive in team environments. If you want to attract and retain Millennials.” Very few companies give their employees even one of those choices. But that’s not what Millennials want. let alone all four. But this is difficult work. seek out people to team up with in their personal lives. and whom they do it with.

Tell Work That Matters Take the time to read the In Their Words sections throughout this book and you’ll see a common theme: every single one of them wants to be part of something bigger than themselves. Let them set their schedules. They want to make a difference. Other times. but this is the first generation that has a realistic option to avoid long-term employment at companies that don’t fit their ideals. they will take the brightest minds of their generation and start their own competing company and you’ll be in trouble. You must show Millennials how they are making an impact on a larger world by working with your company. Let them choose their team for a project. Prior managerial generations could use fear-based tactics to keep employees in lock step. And if no other company will. this is no different than previous generations. “Every single one of them wants to be part of something bigger than themselves. If you don’t give your employees autonomy. They want to feel like they’re doing work that actually matters. it can come from seeing how the work they do directly impacts the product or service your company provides and changes the lives of those who use it.” . Sometimes this purpose comes from working with an organization like Children’s Hunger Fund or Habitat for Humanity. someone else will.” In general. How do you make a difference? The answer is going to be different for each person but all will have a common thread – leveraging what they do for the benefit of something greater than themselves. IN THEIR WORDS: JASON MOORE (GENERATION X) My experience with managing this generation leads me to think the point that you make that is most important is: “You must push them toward excellence by encouraging them and showing them that they are a part of something greater than themselves.pick projects. They want to feel like they’re doing work that actually matters. There are more opportunities available to people in just about any geography where this is no longer the case.

There are a lot of ways to make this happen. If you provide these things. IN THEIR WORDS: NANCY REECE (BABY BOOMER) Ok--here’s the hiring boomer’s perspective. What would it take to get you to commit longer term to our company if you’re a rising star? Why? The answer is simple: we will leave for less money if we get these three things somewhere else.” Why We Quit Every single Millennial who has commented on my blog has done something that most companies have never been able to understand: they went to another company that was offering less money. many of us will give you more of ourselves than you could ever imagine. Let them meet your clients. learn to motivate us by creating a company we will thrive in. learn to motivate us by creating a company we will thrive in. I would like to see Millenials be more strategic--think long term in terms of their gifting and what they can contribute as opposed to 6-12 months. If you want to keep us. Don’t just try to compensate our misery. Your company will thrive. . “If you want to keep us. Serve in the community with them. they left a well-paying job to create their own company.stories of the people being impacted. Don’t just try to compensate our misery. Or. This includes myself. in a couple of cases.

.You cannot manufacture culture.

It is formed and nurtured over the life of your company.” Do not even think of creating anything that sounds remotely like “The Summit for Creating a Better Culture” unless you like halting progress before it begins. Haven’t We Been Discussing Culture? In a manner of speaking. If your . Creating a great culture does not. let’s spend a second on what it isn’t. they will leave. Your company’s culture is determined by your entire team’s beliefs and behaviors as they pertain to each other. A culture isn’t created through typical corporate initiatives or programs. A company’s culture is one of the most important factors in a Millennial’s decision to join--or stay at--a company. But culture.Overhaul Your Culture If you want to attract and retain Millennials. Step 1: Examine What You Personally Value If you run a company or team. Let me repeat this: you cannot manufacture culture. Companies are notorious for creating dumb programs with titles like “Vision 2010” or “Leading Through Innovation Initiative. Programs have end dates. Let me just spoil the surprise: almost everything you’re doing right now is repelling them. So What is Culture? Culture is what is created when a group of people share a core set of values and choose to live by those values. you are going to have to overhaul your company’s culture. you likely need to start here. It’s more than simply changing a few policies then patting yourself on the back for a job well done. If they don’t like your culture. So how do you overhaul your company’s culture? What Culture Is Not Before we talk about what culture is. It is not determined by programs or committees. as important as it is. the culture of that group is a direct reflection of what you value. If you have trouble retaining Millennials. is impossible to manufacture. “Leading instead of managing” and “motivating in addition to compensating” are really cultural decisions you’re going to have to make about how you run your company or your team. yes. your customers and your mission.

” predictability and perfection over innovation and failing forward. A company’s culture and values can’t grow beyond that of its leaders. Step 2: Examine What Your Company Values If your first response to this is to say. it’s probably because you’ve made it known that you value If you’re not willing to do this. If your team doesn’t offer input.” please know that those two things are not enough. If your team doesn’t feel valued. they’re more likely useless since very few of your employees even know or care what they say. themselves if the leader won’t? Is that even leadership? You must begin by changing your core values. your company’s culture will never change. it can be devastating because we can’t create excuses for it. if you don’t see work as more than just an opportunity to make money. if you don’t desire growth and learning. When we see ourselves through the lens of what we’ve created.“Mission and vision statements generally read like products of the legal department-not like they were crafted by people passionate about what the company does. Why? Because almost all of them involve useless statements and buzzwords that mean absolutely nothing whatsoever. it’s because you don’t value them. it’s because you haven’t placed value on character and integrity. your team won’t either. If your team gossips. Mission and Vision statements generally read like products of the legal department--not like they were crafted by people passionate about what the company does. Why should anyone examine . In fact. A fair word of warning: if you truly want to change your culture. be prepared for a painful process. “We have a Mission Statement and Vision Statement so we’ve already done this. it’s because you don’t value it. team seems set in their ways and avoids risk. If you don’t have a passion for something.

If you’re first thought is. “WOW! That’s insane. 2. I don’t believe there is a better example of this than Zappos-the online retailer that was recently purchased by Amazon for over $1. Step 3: Relentlessly Pursue Your Core Values When working on your core values. Do More with Less 9. You must involve them in the process and value their input as equally important.2 Billion.” Now.Your company’s core values are the principles by which you operate. Then they worked closely with the employees to find out what kind of company they wanted to work for. It took them over a year to craft this list that originally started as 37 principles. Be Passionate and Determined 10. 6. Family Spirit 8. It began with the leadership asking themselves what kind of company they wanted to create.” they just “No switch was flipped. and Open-Minded Pursue Growth and Learning Build Open and Honest Relationships with Communication Build a Positive Team and No switch was flipped. Be Humble succeeded at delivering on their mission statement and core values. 4. And the Zappos Mission Statement? “To live and deliver WOW. Ignore that last paragraph at your peril. 3. 5. Let’s say a customer who is extremely unhappy with a shipment they received calls your customer service department. 7. anybody can return any item for any reason within 365 days at no charge. create high standards and then hold . You shouldn’t try to dictate to your employees what the culture will be.” THE ZAPPOS 10 CORE VALUES: 1. This is key. Deliver WOW Through Service Embrace and Drive Change Create Fun and a Little Weirdness Be Adventurous. You can read the list of Zappos’ 10 Core Values in the callout to the right. What happens in your company if “The Supervisor” isn’t immediately available to help out? Will your employee know what to do? Will they feel like they can make a decision without escalating it? Do you even trust them to? At Zappos. let’s put this to the test. Creative. In recent times. It began with the leadership asking themselves what kind of company they wanted to create.

If you ask for openness and honesty but then don’t paint realistic pictures of where the company is at. If you say you value “fun and a little weirdness” but have a policy that requires people to wear ties to work and doesn’t let them decorate their desk with more than one picture. you will lose any trust or credibility you created. Core values will either make you better or brand you as a hypocrite so be aware of what you’re asking for when you create them. “Everything must be changed.everyone accountable to the relentless pursuit of them. Everything must be changed. In your relentless pursuit of your values. . you may as well take that out of your core values. if you as a leader violate them yourself. The good news is that it doesn’t have to change overnight. You will have to examine your hiring process. You will have to examine every corporate policy. You will have to rewrite your mission statement and vision statement (or just integrate them into the Core Values and get rid of them altogether). If you’re not playing by these rules as an employee. On the flip-side. The good news is that it doesn’t have to change overnight. you’ve failed. Give people the freedom (read: autonomy) to figure out how to change these things a little bit at a time (or a lot at a time if they choose to do so). you will have to change a lot of what you do and how you do it.” Core Values Create Accountability To Culture The beauty of a set of core values that everyone knows and agrees to is that it creates accountability. you’ll feel pressure to change or leave. People become protective of cultures like this because they are so difficult to find.

but how.The workforce . The conversation should no longer center around if your organization should change. .your workforce .is rapidly transitioning to a younger generation.

not widgets. SWITCH: HOW TO CHANGE THINGS WHEN CHANGE IS HARD . So how can we become indispensable in this new paradigm? That’s what Seth covers. To visit the resource. Click here to pick up Drive by Daniel Pink. just click on the resource name or the link. let me know and I’ll consider adding it to future versions of this book. To continue researching this topic.BY SETH GODIN This is one of the most important books on this list. all-you’ll-ever-need type of guide. If you think I’m missing something. Seth Godin argues that we are all artists now because most of us deal with emotional work. Click here to pick up Linchpin by Seth Godin. But this is just the tip of the iceberg. Below is a list of books. Click here to pick up A Whole New Mind by Daniel from being predominantly left-brained to one driven by right-brained thinking and work. Books on Related Topics & Trends LINCHPIN: ARE YOU INDISPENSABLE? .Resources I wish I could say that this e-book was a comprehensive.BY CHIP & DAN HEATH Understanding why some change is easy for people while other change is difficult can be a valuable tool for any leader trying to affect change in their organization. It’s a fascinating look at how our economy is shift. A WHOLE NEW MIND: WHY RIGHT-BRAINERS WILL RULE THE FUTURE This was Daniel Pink’s first book.a rational system and an . We create and sell ideas. blogs and others who are doing a great job helping people understand The Millennial Revolution. Chip and Dan Heath examine two “systems” within our brains . DRIVE: THE SURPRISING TRUTH ABOUT WHAT MOTIVATES US This book by Daniel Pink is a shocking and enlightening look at what truly motivates people to performance. In Linchpin. you’ll want to take advantage of some of the great resources that are out there.

With that said. . STRENGTHS-BASED LEADERSHIP . CLIFTON This book--along with the slimmer StrenghtsFinder 2. you have to get these two systems to align. talks about how they did it. they are much different. Click here to pick up Now Discover Your Strengths by Marcus Buckingham and Donald Without a doubt. His book. DELIVERING HAPPINESS: A PATH TO PROFITS. you would be wise to invest in a copy of at least StrengthsFinder 2. Clifton. Consider this book for your leadership team.BY MARCUS BUCKINGHAM & DONALD O. use the results to ensure that you have the best people in the best positions. Then. Delivering Happiness.http://sethgodin. NOW DISCOVER YOUR STRENGTHS .a company recently purchased for over $1B by Amazon.emotional system.0 for every person on your team. He’s also known for creating one of the most innovative company cultures this world has seen.BY TONY HSIEH Tony Hsieh is the founder of Zappos .0--are tools I regularly recommend when working with clients. Click here to pick up Strengths-Based Leadership by Tom Rath.typepad. Linchpin--you’re in for a thought-provoking and challenging treat. Given that all employees (not just Millennials) want to work in their strengths. Blogs You Should Read I’m a firm believer that you should read the works of those who are either influencing the people you want to understand or who have a strong handle on what makes them tick. If you want to make change easier for people. Seth Godin . AND PURPOSE . PASSION. If you’re not yet reading his blog and his books--specifically. Seth Godin is one of the most influential and forward-thinking leaders on this shift in the workplace. here are some of the people who influence and/or understand the Millennial generation. I’ve used them in hiring. Believe me. managing and coaching situations to better understand the people I work with.BY TOM RATH This is the leadership edition of the StrengthsFinder test and covers the reader’s leadership styles and strengths (as different from their general strengths). Click here to pick up Delivering Happiness by Tony Hsieh. Click here to pick up Switch by Chip and Dan Heath.

Most Millennials I know would give their right arm to be coached and mentored by him. Mike has done a spectacular job of doing just that in his company. but the stuff he has on his site will keep you quite busy as you wait for new content. Chris Brogan .net If you want to understand how many Millennials view finances. Being in the publishing world. Pam is a coach and speaker who works with people interested in fleeing the cubicle for something more fulfilling and meaningful. you’ll find posts on leadership. He doesn’t post very frequently. His message is one of pursuing your passion with intensity and hard work. Michael Hyatt .net/blog Jason Moore writes on culture and leadership effectiveness. this would be a great blog to start with. On his Don is a renowned author of multiple best-selling books all geared toward Xers and Millennials.http://donmilleris. transparency. and much more content geared toward leading people through times of change.escapefromcubiclenation. His emphasis is on the spiritual and social side of the equation and he appeals to people of varying A forward thinker.http://www. He writes and speaks on passion. Also a Gen Xer with a large Millennial following. social media (for executives). new media and communication and marketing in a new era of business.http://michaelhyatt. Pamela Slim . backgrounds and Author of the incredible book Escape from Cubicle Gary is a Gen Xer who resonates with those in many different generations--including Millennials. So we settle for his blog. Donald Miller . Leo Babauta . . possessions and work. Jason Moore . I’ve had the pleasure of working with Mike and I can say from first-hand experience that he is a CEO who gets it.Gary Vaynerchuck .http://newrulesofwork.http://zenhabits. Not an easy task given the topics.http://garyvaynerchuck.

I think you’ll find the perspective helpful as you lead this movement within your organization. Other Resources The Catalyst Conference . Tim Elmore & Growing Leaders .http://www. Penelope Trunk is the creator of Brazen Careerist--a site dedicated to the Millennial workers. As a speaker. social networking. Travis Robertson . I’ve worked with leaders and employees in every generation in an effort to bridge the divides and clarify the misunderstandings. they have hosted business leaders such as Seth Godin who I mentioned above. I spend a lot of time looking at business and social trends from the Millennial viewpoint. A spectacular event created by Andy Stanley and Craig Groeschel that brings together leaders who desire to impact a new generation. While the event is geared toward the Christian community. .com An organization focused on training up a new generation to be thought-leaders and change agents. She will offend you and challenge you. But you shouldn’t ignore her. I would encourage you to investigate it for yourself before drawing any conclusions. I’d encourage you to visit my blog as well. If you received this book from a friend.Brazen Careerist . tools and resources all centered around the transition between the generations. consultant and writer on the topic. It features a blog.brazencareerist.

.Understanding begins with a dialogue.

communicate and work with Millennial team members To book me to speak to your organization or group you can reach me directly at travis@travisrobertson. organization or group about The Millennial Revolution.Work With Me BIOGRAPHY For over a decade. energetic and straight-to-the-point style that is both entertaining and informative. business strategist. and social marketing strategies. I have spoken to executives. I can speak from a variety of angles including: • How to attract. He brings a unique. you’re in for an enlightening and energetic or by calling my office at (888) 899-8345. hire and retain Millennial team members • How to attract clients and customers from within the Millennial generation • How to understand. As a generational consultant. Travis Robertson has served a new generation of entrepreneurs. Travis trains and speaks professionally with companies and organizations across the country on the future of post-industrial business. SPEAKING & TRAINING If you’re interested in having me speak to your company. and business owners around the country. technology. Keynotes and training sessions are focused on helping foster understanding and communication across all generations. leaders. leaders and teams across many different industries. he has been on the forefront of the key trends impacting both the lives of a new generation that's coming of age in a post-industrial world and the companies seeking to attract. hire and manage them. . and social media marketing strategist. leadership across generations.

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