What Does Accuracy Mean to Your Team?

Imagine for a moment that a new coffee shop is being built in your town. It seems perfect. You love coffee; you drive by the location every day, and the new store will have is a drive-thru. Could it get any better? You watch the shop’s construction and look forward to your first cup of…

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A Very Brady Leadership Lesson

This week, HGTV premiered A Very Brady Renovation. The show is built around the home that served as the facade for the Brady Bunch television series. Producers bought the home and are now working with the 6 Brady kids (50 years later) to renovate the home to reflect on the inside the set that was…

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4 Key Questions to Create Customer Centric Teams

Here are four customer centric questions that you and your team should work to answer. [restrict] [/restrict] patrick.leddin@icloud.comPatrick Leddin, PhD is a speaker, global leadership consultant, and The Wall Street Journal bestselling author of The Five-Week Leadership Challenge. Patrick is an Associate Professor at Vanderbilt University with a thriving leadership blog and podcast, and 25-years…

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4 Customer-Centric Questions

If you are looking to create a customer-centric team, work with your teammates to answer 4 critical questions. patrick.leddin@icloud.comPatrick Leddin, PhD is a speaker, global leadership consultant, and The Wall Street Journal bestselling author of The Five-Week Leadership Challenge. Patrick is an Associate Professor at Vanderbilt University with a thriving leadership blog and podcast, and…

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4 Steps to Sky High Customer Service

The overhead bins were nearly full, but it appeared that all of the carryon luggage would find a secure home. The last few passengers were settling into their seats, when the plane’s captain emerged from the cockpit and to make an announcement. He introduced himself as Captain Tim and welcomed everyone aboard for what he…

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A Dangerous Discussion

There’s a dangerous discussion taking place in many organizations. I invite you to consider whether or not you are participating in this costly conversation. It goes something like this… You & your teammates are discussing your company’s products or services. You collectively consider your offerings to be inherently brilliant, yet sales are missing the mark.…

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It Starts With Your Very Next Customer

I bought a cup of coffee from a small food truck (more of a cart) one day. As I sat enjoying the brew, I snapped the photo of the tidy vehicle with a friendly proprietor offering a tasty treat. It got me thinking about other less enjoyable customer service experiences I’ve encountered. You are likely…

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