and products. So we have a huge initiative, a ralph product inclusion, because we want to make sure that our products work for everyone. So we have a group led by Anne to Baptiste really focused on something called product inclusion to make sure that it works across all these identities or even when you're listening. Thio yourGoogle home that the voice that is picking up understands accent or dialect, and that could be easily
You can see how valuable and important that would be. Anne Frank writes that paper is more patient than people.And so when you think about the stresses of the Missile Crisis, it makes sense why he's writing.
And I think that's going to be the challenge is preserving that as more and more investment comes into the city. Anne , if you can just speak to-- we talked a bit about the Dane approach to egalitarianism in these spaces and the role of creatingit. And I think as Olga mentions, the city's responsibility to help continue maintaining that.
The reference to Iowa City? Anne -Solenne asked. That was where they had stayed last night, in a boutique hotel next to a tapas bar.Where the big hospital is?-- so another country to them.
So they have to camp out on the periphery and cook over propane burners under tarps-- not a fun time. Anne -Solenne nodded. Dentistry, she said?Ted has normal people teeth, because he is old and grew up before this part of the world got Facebooked.
Taken out means murdered? Anne -Solenne asked. It was a rhetorical question that Ted answered with the tiniest hint of a nod.The church that was built on the lie of the crucifixion, Ted continued, had two basic tenets.
Ted nodded. And resurrected? Anne -Solenne asked. They needed some way to explain the fact that he was still alive.So they invented all that resurrection stuff.
And they never came to North Africa. Anne Frank wasn't here to tell her story.
That's fine. I was thinking of going with Anne . Anne Margaret? But she's the most popular girl in school.Formerly the most popular.
I really appreciate it. Anne , thank you for joining us.Of course, after an intro like that.
And it is Anne 's show. Anne 's kind of the same.Anne 's like, yeah, I'm not going there.
Anne 's kind of the same.Anne 's like, yeah, I'm not going there.The worst of the worst that we ever had was a very sweet man, older man trying to learn a new trick.
But those books were really important to me. Anne McCaffrey, Fritz Lieber, who as far as I know is not even in print anymore.I read the, "Fafhrd and the Gray Mouser" books more than I read Tolkien.
Come on. That's like, the smartest-- One of my students is here. Anne Farmer, who organized the event-- her son Nick was my student.And I taught the films of Ingmar Bergman.
53. And there's a standard deviation around that. Anne is looking at George.
53. And there's a standard deviation around that. Anne is looking at George.
53. And there's a standard deviation around that. Anne is looking at George.
Lexi: Frances has found a kindred spirit in Anne Morriss. Anne has worked with companies, governments and social entrepreneurs to unlock great potential.She focuses especially on leadership and institutional change.
So— Frances: So I'll just read little bit from the, from the introduction and then I think Anne will read a little from the conclusion.And then we can fill out everything in between with a Q&A.
I first saw this challenge in my academic research and with executives trying to improve service in their own companies. Anne first saw it on the front lines of mission driven organizations in the public and nonprofit sectors.She saw that good people with good ideas were not enough.
And so you're just all a, like a very polite blur. Anne : Do you want your glasses?Frances: No I don't.
Frances: No I don't. Anne : Are you sure?Yeah, no I like them this way.
Yeah, no I like them this way. Anne : So I'm gonna read a little bit more.I was particularly excited about the dramatic reading portion of the book tour.
I was particularly excited about the dramatic reading portion of the book tour. Anne : So this is been pent-up for a long time.I want to read a section from chapter 5 which is where we focus on culture.
You know culture tells you what to do when the CEO isn't the room which is of course most of the time. Anne : So our ode to culture, Frances: Not that they're bad people >>Anne : No, definitely lot.This is at a Publix supermarket which I don't know is Publix out here, it's a big supermarket chain in the South and Midwest.
Audience: No. Lexi: But we know of it. Anne : We love Publix.Lexi: It's a good shop online.
Lexi: It's a good shop online. Anne : A sticky misperception out there is that a strong service culture is a luxury of small companies without the growth and profitability pressure that the big boys haveto endure. The commitment to serve is for hobby businesses.
Frances: The guarantee was on the back. Anne : And the selection of words from the cheerfully and immediately to the commitment and never intentionally disappoint, makes exactly what the company stands for palpableto everyone who puts on a Publix name tag.
There he discovered a well-used oven that hadn't been cleaned, ever. Anne : The woman had a taste for cooking pizza preferably right on the baking rack, no pan.And so the accumulation of years of rogue burnt ingredients had finally caught fire.
Frances: I got goose bumps. Anne : That's so sweet.Frances: Yeah, I know.
Frances: Yeah, I know. Anne : And so I'm just gonna read then the conclusion which is only, which is only a page.But we like it because it speaks to why we think it's worth our time to think about how to get better at service.
What, I think to Anne 's point, one of the things that keeps sticking in my mind is the Publix mission statement of not, what is it, knowingly disappoint Anne : Yep. Gretchen: I'm having a hard time, and I would love your perspective on applying that to Google's philosophy.Because I think in our launch and iterate culture where we put things out there knowingly that they're not perfect.
Frances: Can I go first? Anne : Yeah Frances: Please.So I don't think that you disappoint customers when you put things out there in a beta version and they experience the functionality not working.
So that's part of the secret sauce. Anne : Yeah I would agree.That feels like a collaborative iteration.
So these are Green, these are Yellow, and these are Red. Anne : Why don't you start?
So these are Green, these are Yellow, and these are Red. Anne : But I think you know values are a big part of it.
So these are Green, these are Yellow, and these are Red. Anne : So you know in the book.
So these are Green, these are Yellow, and these are Red. Anne : We actually get into, you know hands dirty in the question of actually how do you design a culture?
So these are Green, these are Yellow, and these are Red. Anne : Yeah. I'm already getting excited.
So these are Green, these are Yellow, and these are Red. Anne : So and then the other pieces is then communicating those values, and particularly in moments where employees hearts and minds are open.
So these are Green, these are Yellow, and these are Red. Anne : Go for it.
So these are Green, these are Yellow, and these are Red. Anne : And we would argue that of course depends very heavily on your, the needs of your target customers.
So these are Green, these are Yellow, and these are Red. Anne : And we actually created a tool on our website which is uncommonservice.com that is— >>Frances: Tells you exactly how to do it
So these are Green, these are Yellow, and these are Red. Anne : That walks you through it step by step.
So these are Green, these are Yellow, and these are Red. Anne : And to affirm the question.
So these are Green, these are Yellow, and these are Red. Anne : I mean this is, that is the interesting question.
So these are Green, these are Yellow, and these are Red. Anne : I never thought I would be this guy.
So these are Green, these are Yellow, and these are Red. Anne : And it's much harder at a bigger scale than at a lower scale.
So these are Green, these are Yellow, and these are Red. Anne : And when we talk with audiences that are filled with engineers, there's nothing controversial about this message.
So these are Green, these are Yellow, and these are Red. Anne : I mean like for people who work with physics every day, this is intuitive and obvious.