How to pronounce “frances” in English

Yes, the ripple effect goes far and wide across the nation and many countries.Frances teaches at Harvard Business School.She, after pit diving her on my first day looking at some regression models I asked her a series of questions that apparently were so JV she then had a famous quote that

Both of these women have a ton.Frances is published in every journal you can imagine.She has more awards than I can count.

So please give a warm welcome to Frances and Anne.Frances: This is our first book reading.And given the modern way that books are sold it's our last book reading.

And given the modern way that books are sold it's our last book reading.Frances: So thank you for indulging us.But we're thrilled to have the opportunity to do this.

Would be helpful for some parts of the organization.Frances: We have to design reliable funding mechanisms into our service offerings or else it risks being gratuitous or overlooked service.And there's a whole bunch of ways that you can do that.

But the second half of the sentence is, and they have to like you more for it.Frances: So those are the, Those of the first part of the design.And I'll just read one last part and then Anne will go.

One that can shamelessly deliver uncommon service.Frances: And I can't see any of you becauseI can't read with my glasses on.

Anne: Do you want your glasses?Frances: No I don't.Anne: Are you sure?

"We will never knowingly disappoint you." And I love that phrase.Frances: I know, it's incredible Anne: I think it should be in standard marriage vows.>Anne: We will never, 'cause it's about disappointment.

>Anne: We will never, 'cause it's about disappointment.Frances: I know it is.Forget sickness and health, whatever.

Seriously the CEO gave you a card with.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 palpable

It's a deadly serious asset cultivated by a soberly ambitious company.Frances: I got goose bumps.Anne: That's so sweet.

Anne: That's so sweet.Frances: Yeah, I know.Anne: And so I'm just gonna read then the conclusion which is only, which is only a page.

So at Google and in this room we have different types of, we're not known as a service organization per se.Frances: Yes >>Gretchen: As Google as a whole.Right? But in this room we have folks that manage internal service operations.

Can you comment on just your thoughts on sort of that?Frances: Can I go first?Anne: Yeah Frances: Please.

I think you disappoint customers when you won't talk to them.Frances: When you make it really, really difficult for them to talk to you about what they are experiencing.But I think the put out early and iterate with them and have them create more value with you.

Thoughts on that in terms of the brand as a whole and how, again, we can balance that complication.Frances: So it's definitely the case that you don't have to treat everyone the same way.Like I think that Armani boutique and Armani exchange have two very different service models and the customers are very accepting of it.

So these are Green, these are Yellow, and these are Red.Frances: They will not have shame.

So these are Green, these are Yellow, and these are Red.Frances It's a cheap, no that's a bad part of being bad that you should be proud of.

So these are Green, these are Yellow, and these are Red.Frances: Yep. So people always ask me what I like most about Google and I always say well I really like the culture and I've never known what I'm saying when I say that.

So these are Green, these are Yellow, and these are Red.Frances: Sure. Anne: Sure.

So these are Green, these are Yellow, and these are Red.Frances: So you want to or do you want me to.

So these are Green, these are Yellow, and these are Red.Frances: I think that's good.

So these are Green, these are Yellow, and these are Red.Frances: He does Zappo's.

So these are Green, these are Yellow, and these are Red.Frances: And we just, I know you want to talk, let me just say one.

So these are Green, these are Yellow, and these are Red.Frances: I don't think you're mike's on.

So these are Green, these are Yellow, and these are Red.Frances: So the, the most powerful incentives in any organization are informal status.

So these are Green, these are Yellow, and these are Red.Frances: Is your Blackberry.

So these are Green, these are Yellow, and these are Red.Frances: Because for whom when they're speaking do you bring out your Blackberry.

So these are Green, these are Yellow, and these are Red.Frances: So the, I met Carlos when he came to take an Exec Ed course called achieving breakthrough service.

So these are Green, these are Yellow, and these are Red.Frances: And when Anne says it's the most painful, I mean beautifully written, but painful to go through.

So these are Green, these are Yellow, and these are Red.Frances: Yeah. Do you wanna repeat any of that?

So these are Green, these are Yellow, and these are Red.Frances: So we have in the introduction we call the cast of characters.

So these are Green, these are Yellow, and these are Red.Frances: Which, you know most great service organizations when they get bought by someone else.

So these are Green, these are Yellow, and these are Red.Frances: But I think Southwest Airlines is a great one even though it's been talked about for a long time.

So these are Green, these are Yellow, and these are Red.Frances: "Bugs" Burger Bug Killer.

So these are Green, these are Yellow, and these are Red.Frances: Employees got six months of training as an example.

So these are Green, these are Yellow, and these are Red.Frances: Please go ahead.

So these are Green, these are Yellow, and these are Red.Frances: Okay, yeah. So the way in which they designed the system was to make sure that they set the employees up for success.

So these are Green, these are Yellow, and these are Red.Frances: Yeah so I think the, most growth is less profitable right?

So these are Green, these are Yellow, and these are Red.Frances: But that was a great answer though.

So these are Green, these are Yellow, and these are Red.Frances: Yeah. male audience member #3: But this is more about the scale of the volume of people that we serve.

So these are Green, these are Yellow, and these are Red.Frances: So I think it's the same answer, but I'll phrase is differently.

So these are Green, these are Yellow, and these are Red.Frances: No and I mean that genuinely.

So these are Green, these are Yellow, and these are Red.Frances: It is a great question.

So these are Green, these are Yellow, and these are Red.Frances: Yeah. I didn't mean to have a, uh, anyway.

So these are Green, these are Yellow, and these are Red.Frances: Yeah no I get, >>Gretchen: Alright, you're done now, we're on to something else.

So these are Green, these are Yellow, and these are Red.Frances: Yeah >>Deepak: Because if you truly are bad, it actually negatively comes back as a horrible experience that someone has with you.

So these are Green, these are Yellow, and these are Red.Frances: Yeah >>Deepak: It sounds much better to say bad.