May 1, 2019
I bet you can instantly recall
an awful customer experience? How about an exceptional
customer experience? Jan recently had both the best and worst
customer service experiences on a recent flight, and it sparked
today’s discussion. Jan and Jim discuss the lessons to be learned
from bad experiences, why we tend to have them in the first place,
and ways to embrace them and lean in with compassion and
[4:38] Jan experienced a recent
flight where the doors shut and he wasn’t able to make his flight.
After feeling upset and bothered, he contacted the airline’s
customer service and in turn got Kelly, a superstar of a helper.
Kelly was transparent, caring and solution based. She was such a
great example of customer service that Jan asked to speak to her
manager to give her recognition for the great work.
[10:14] Great leaders dive head
first into a bad situation rather than avoiding them. This is where
the opportunity lies to learn, grow, and have an impact.
[12:51] In today’s connected
world, you never know who you are going to meet and what kind of
impact they could have on your life.
[15:10] Act with
compassion and empathy to those you meet - you never know what
someone is going through.
[22:45] When you get the core
down of who you are as a leader, everything goes much easier. The
more we understand our core values, the more we act consistently in
truly remarkable people in your life are those who are consistently
- “People that aren’t strong aren’t bad, they are
often just having a weak moment.”
Website: The Leadership Podcast