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The Leadership Podcast

The Leadership Podcast

Why do we do this?

We interview great leaders, review the books they read, and speak with highly influential authors who study them.

How we do this?

#1 We interview great leaders.
#2 We review the books great leaders read and write.
#3 We have fun!

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 empathy.


Key Takeaways

[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 our alignment.



  • “The truly remarkable people in your life are those who are consistently strong.”
  • “People that aren’t strong aren’t bad, they are often just having a weak moment.”


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Website: The Leadership Podcast


The Experience Economy