Great Service: Level Up Leadership Tips – 066

Ritz-Carlton. Chick-fil-A. Trader Joe’s. Each of these brands – and more – are known for their Customer Service.

On a recent visit to NC, I went to Chick-fil-A multiple times. I heard the same phrase on each visit, from everyone. “Thank you, ” I would say. “My pleasure, sir,” came the reply.

Chick-fil-A patterned their customer service off of the Ritz-Carlton. No surprise there.

I’m motivated to return. It feels good to be treated with respect and courtesy, feeling like there is little I could ask in the world of fast food that they wouldn’t seek to accommodate.

I ordered an Arnold Palmer (my favorite mixed drink), with unsweet tea. In NC one must specify. The first time I got sweet tea and lemonade. WOW! Was that sweet! They made me a new cup, I said, “Thank you,” and the reply was the same, “My pleasure, sir.”

A rental car from Budget wasn’t up to par, the level I’ve come to expect. I emailed customer service. They replied with a discount on my next rental. At the drop off, the agent printed a new receipt with $15 off. That motivates me to return.

Politeness. Acknowledgement of expectations missed. A certificate, an apology, a way of saying, “You, the customer, are our business.” This will gain you more business, adding to your bottom line.

Great customer service is founded more on self-awareness than sales training. People who know themselves, will be more aware of their filters that get in the way of giving great customer service. Self-aware people respond on purpose rather than emotion.

Let me know how we can partner to Level Up your service.

To Subscribe to “Leadership Tips,” go to our sign up page here.

Boundaries: Level Up Leadership Tips – 065

Leaders are learners. Leaders not only seek to learn from everyone and everything around them, they also learn from the unexpected and out of their comfort zone. Leaders learn.

Whether or not you are a person of faith, there are leadership lessons to be learned form the life of Billy Graham. I happened to be in Charlotte this week working with Gardner-Webb University. Billy Graham’s life impact is all around. I got a notice about my flight earlier today – be aware of delays, closed roads, get there earlier than normal because of traffic and long TSA lines (unless you have Pre-Check!). All this because a man died.

Billy Graham had boundaries. There’s a lesson for leaders in the way he lived, most importantly in today’s culture of #metoo and a heightened sensitivity to the ways we treat people. I am appreciative of this new sensitivity and the scrutiny of behavior.

Graham would never be the first one to enter a hotel room while traveling. It was always one of his associates. Why? Because they weren’t willing to take the chance that a photographer was in there with a naked woman ready to get a picture with Billy Graham. His reputation would be ruined.

I recently read that he would not step foot in an elevator if there was only one woman already there. He didn’t want to take the chance. He would wait or take the stairs.

There’s a lesson for us.

I had some rules for my kids around clothes. For my girls, since I understood boys, they were simply: bra straps are not accessory items; no words on your butt Both of those things weren’t going to help boys think good and pure thoughts, something that is difficult enough for a boy when around a beautiful girl.

I can only speak for myself, but I have had boundaries around my leadership for decades because I understood that two things will tae down a life quicker than anything else: money and sex. Both are typically linked to power. We need not look far in today’s news to realize how true this is.

If I’m meeting a woman over coffee, lunch or a rare dinner, my wife has to give the ok. It’s always in a very public place. I never pay for both of us – unless it’s my mom!

If I’m coaching a woman and she is a person of faith, she might ask me to pray for her. I tell her I will but not while we are alone, even in a public place. It’s a line I refuse to cross.

I won’t meet with a woman by myself behind a closed door. If I’m in my office, the door is cracked, there’s always a window in my door or wall, others are in the building, my wife knows and I sit behind my desk.

It might seem excessive to some but I simply don’t want to even give the possible appearance of evil intentions or actions. My character and integrity are too fragile for a social media world.

What are your boundaries? I know there are boundaries for a woman as well. I will leave that for a woman to address. In fact, if someone would care to, let’s collaborate and send it out.

Money boundaries: I try to stay far away from touching any cash, only accepting checks and credit cards. And I try to live simply. I don’t need to look important or successful in someone else’s eyes with clothes or cars. It brings too many things into question for me.

We started with learning leaders. Watch others. Decide whom you want to emulate with boundaries. My “Tip” is, have them. Live in such a way that when you die people will come by the tens of thousands to pay their respects. By the way, it wasn’t because Billy Graham died. It was because of the way he chose to live.

To subscribe, go to our contact page

Be A Champion: Level Up Leadership Tips for Coaches – 064

It’s championship season for many of you. For some it’s just past; for some it’s almost here; for some it will roll around in the Spring or late Fall. Regardless of where you are in your preparation, building a championship mindset is a year round proposition.

Carol Dweck’s research into Mindset certainly helped us all in developing a Growth Mindset ourselves and in those we lead and coach. A championship mindset is similar.

I met with a Coach today who is entering his team’s Conference Championship later this week. We talked about preparation and mindset and motivation. We wondered aloud about a question: “What is the 1 thing you can do for the team?” Just 1 thing. And what YOU can do. How would this help the team focus and prepare? This is one more step toward a championship mindset. Each individual, coach and athlete, has a role to play. And all it takes is just 1 thing.

Here are some other thoughts:

(1) Find your word or phrase. A high school girl’s volleyball team had a fabric stuffed goose that they held high together before each match and after each timeout. Together they yelled: “Mother Goose.” I finally asked one of the players what that was about. Turns out they had learned all about the habits of geese and how flying in V Formation helps them go 71% further than if they were flying alone. It was their word, their phrase, their focus, reminding them of the commitment to the team and playing their part for the benefit of all. What’s yours?

(2) Positive talk. The words we say to ourselves have power. Positive words in public lead to positive words in private. A championship team speaks words that encourage rather than tear down, building each other up, spurring each other on to the next thing.

(3) Embracing failure. Champions do not avoid failure. Failure is merely a thing, it’s energy, and it can be use for something positive or it can beat you down. It’s all in our response. Champions face failure head-on and learn, using it as a stepping stone to their next level. A blown point, a missed opportunity, a bad pass, a strikeout – for a champion these are opportunities to learn and move forward.

Preparation is 95% physical and 5% mental. Competition is 5% physical and 95% mental.

Good luck as you prepare for a week, next month and next season.

To subscribe go to the contacts page

Best Leadership Reads for 2017 – Level Up Leadership Tips

I am a learner and one of the best ways I learn is to read. I’m not a Kindle lover. My goal is not just to learn the information but also make it retrievable. So,  I mark up my books and have someone type notes into a Word file which I store in Evernote. It’s a process that has worked well for me over the years.

Looking back at 2017, I read a lot of books revolving around neuroscience. The more I learn about how my brain works, the more I understand why I – and others – behave the way I do. It has made me a better Coach and leader.

I enjoy sports and readily see applications to leadership. Whether a business leader or a sports coach, you must first lead yourself before you can lead others. Peak performing athletes have a lot to teach all of us.

Here are the best books I read in 2017 that helped me grow my understanding of leadership – not necessarily in order of best to least. I offer them without a lot of commentary or any attempt at a summary.

(1) The Leading Brain – Powerful Science-Based Strategies for Achieving Peak Performance – Fabritius & Hagemann

“But effective leadership isn’t an art. It’s a science. It’s shouldn’t be dependent on buzzwords or slogans. It should be based on a bedrock foundation of our understanding of the brain. The ways we act, react, and interact are all products of distinct cognitive processes. What motivates us, what bores us, how we respond to threats and rewards, both as individual sand groups, are dependent on the elaborate and seemingly miraculous neuronal networks that operate just behind our foreheads and above our ears.” (ix)

(2) Grit: The Power of Passion & Perseverance – Angela Duckworth

Basically, grit helps us understand how we over-rate talent when seeking to understand success in business, sports and life.

(3) Peak: Secrets from the New Science of Expertise – Anders Ericsson & Robert Pool

“But since the 1990’s brain researchers have come to realize that the brain – even the adult brain – is far more adaptable than anyone ever imagined, and this gives us a tremendous amount of control over what our brains are able to do. In particular, the brain responds to the right sorts of triggers by rewiring itself in various ways. New connections are made between neurons, while existing connections can be strengthened or weakened, and in some parts of the brain it is even possible for new neurons to grow.” (xvi-xvii)

(4) Boundaries for Leaders – Henry Cloud

I am a huge fan of Henry Cloud. He’s insightful, practical and right!
“As a leader, you always get what you create and what you allow.” (xvi)

(5) Crunch Time: How to be your BEST when it matters MOST – Rick Peterson

I enjoy baseball, so this was a fun read with fascinating insights from an MLB pitching coach. For leadership and coaching, I learned how to work with people remembering to start where they are, not where I want them to be.

(6) The Rise: Creativity, the Gift of Failure, and the Search for Mastery – Sarah Lewis

I was drawn by the title and ended up really enjoying this unusual read. I liked learning the difference between perfection and mastery, realizing perfection really doesn’t ever exist.

“Mastery requires endurance. Mastery, a word we don’t use often, is not the equivalent of what we might consider its cognate – perfectionism – an inhuman aim motivated by a concern with how others view us. Mastery is also not the same as success – an event-based victory based on a peak point, a punctuated moment in time. Mastery is not merely a commitment to a goal, but to a curved-line, constant pursuit.” (7-8)

(7) The Admirals: The Five-Star Admirals Who Won the War at Sea –  Walter R. Bornean

History has always had a draw for me and with a father-in-law who was in the Navy, this book had some real interest. Fascinating insights.

(8) D-Day: June 6, 1944 – Stephen Ambrose – WWII

Another history draw for me
What did you read? What will you be reading? Leaders are learners. Leaders read.

On my reading table for next year:
Conflict without Casualties – Nate Regier, Ph.D.
Game Changer: The Art of Sports Science – Dr. Fergus Connolly
Verbal Judo: Redirecting Behavior with Words – George J. Thompson
The Agony of Winning: Seven Strategies for Winning Bigger with Greater Freedom, Spirit and Integrity – Kevin M. Touhey
Thinking Fast and Slow – Daniel Kahneman
Will It Make the Boat Go Faster – Ben Hunt-Davis (leadership lessons from Great Britain’s 2000 gold medal rowing team)
Mind Gym: An Athlete’s Guide to Inner Excellence – Gary Mack, David Casstevens
Coaching for Emotional Intelligence: The Secret to Developing the Star Potential in Your Employees – Bob Wall

To Subscribe to “Level Up Leadership Tips,” click here

Stop Choking When It Matters Most

A big presentation to the boss’ bosses.

A race that will decide the meet.

It’s the end of the game – your personal 9th inning, 2 outs, winning run in scoring position.

The boss asks you to close the biggest client in the history of the company.

The fastest man in the Major Leagues is on base and his presence seems to change the game for you. What do you do? Hopefully not this!

Whether in business or in sports, choking is all too common. It can also be commonly overcome. There are simple things that everyone can do, but they’re not easy steps. For the one who still chokes in their big moments, the brain needs to be retrained and that takes effort over time.

(1) Learn how your brain works. Take some time to read about neuroscience, neurotransmitters and mindfulness. Learn about your amygdala and how it works. When you know what is happening, you can take charge of your circumstances.

(2) Take a breath. Literally it’s the simplest of the steps you can take and you can do it anywhere. Breathing deeply gives your life a pause, which is the key. It also keeps your pulse below 100, another key piece.

(3) Answer the questions WHO, WHAT, WHEN, WHERE, in a sense doing an autopsy of your choking moments. For an athlete, what race? when in the race? who is around? certain venues or all of them?

For business leaders, what meetings? beginning, middle or end of the week? or the day? certain people?

Answering these questions will give you an accurate picture of what it is exactly, otherwise you are taking a stab in the dark and trying to effect change where it may not be needed.

(4) Admit you choke. Your brain likes order. When you say one thing but your brain knows it’s not accurate, you begin to make more emotional decisions. That’s not helpful. Own your stuff because fighting against it only makes your anxiety and stress increase.

Want to know more? Contact Jeff@levelupleadershipcoach.com

Leadership Transitions: Level Up Leadership Tips – 049

William Bridges wrote a classic book on transitions. In it he basically said that it’s not the changes that will trip you up but the transition to the changes that contains the deeper pit. Subtle perhaps, but I’ve found him to be spot on.

Leadership transitions are going to happen. It’s always best to plan for them rather than respond to them, barring an emergency crisis out of our control.

In working with companies and teams and leaders, I’ve found a small handful of common difficulties that can be anticipated but are often not seen as priorities:

(1) When a previous leader is still with the company or while retired, stays around, it can cause team members to feel pulled in different directions between loyalty to the old and the need to develop a relationship with the new. Drawing up a plan, communicating clearly and sticking to it can help mitigate this problem.

(2) The new leader has the skills but “doesn’t fit in.” This has nothing to do with the abilities of the new leader and everything to do with the culture that exists, to which the new leader has yet to be initiated. Planning ahead can assist the transition here.

(3) When a new leader comes in with a plan and makes changes before listening, it can make for a difficult transition. A recent CEO change at USA Swimming found the new leader committing to 18 months of coffee meetings with every employee. The purpose: to listen, to ask about their job and if they could see themselves doing a different job.

New leaders should make a few changes, simply because their leadership approach is different than their predecessor. But to act like you know the answers before asking the questions, will do little to gain favor. The politics of a company, both formal and informal, are unknown to a “newbie.” It takes time to know the alliances that need to be built.

(4) After a promotion, a new leader can forget to re-tool, falling into the trap of “what got me here will get me there.” When moving into a new executive role, leaders have to stop doing more things than they need to begin doing new things.

(5) New leaders must beware of the eager people who want to be helpful and are first in line to meet and greet. In every one of my personal transitions, this has been the most accurate and consistent prediction I’ve experienced.

Companies that invest in searching for a new leader would do well to insure that investment by engaging with a Coach to walk with them through the leadership transition. I offer a pre-packed training called “Team Leader Assimilation” and also work with companies to design something different if that’s the route they choose to go.

Replacing a leader costs a small company $16,000 and a large company between 1 to 2 times the annual salary. How much is it worth to make sure the transition works and you aren’t looking to replace someone again in the short-term?

What would you add to the list? There are more potential pitfalls. Give me a call and let’s talk.

To Subscribe, email Jeff@levelupleadershipcoach.com with the word “Subscribe.”

Coming Soon

Level Up Leadership Coaching is going to a new level!

So many have asked “Do you have a website?” I finally decided it was time for one. And I finally have some time to make it happen having been so busy with Coaching lately. It’s a good problem to have and I’m not complaining. I love watching leaders grow, moving out of their comfort zone into the learning zone, reaching new levels of influence and results.

What’s next for you? Who is it that engages with an Excutive Leadership Coach:

  • a leader who wants to grow
  • a new leader in a new position
  • a leader who wants to create a smooth transition to a new leader
  • a team that wants to find more effective ways to communicate and produce greater results

Everyone can benefit from coaching.

More recently, I’ve been branching out into the sports world. I’m an avid fan of most all sports. As a former college swimmer and now a  FINA Starter for USA Swimming, I’m passionate about seeing leadership grow in both coaches and athletes.

At this point I’ve worked with over 500 athletes and dozens of coaches. The results are encouraging:

  • a more cohesive team
  • less choking in the moment
  • better focus at practice and in competition
  • faster times, consistently
  • better communication between athletes and coaching staff
  • more wins

Most of my clients are in the world of swimming but they are not limited there: lacrosse, wrestling, tennis and softball to name a few others.

Present and former clients include: University of Missouri, University of Cincinnati, Bowling Green State University, Gardner-Webb University, Florida Gulf Coast University, Ohio University, Xavier University, Denison University, Kenyon College, Malone University, Columbia Swim Club

Local Cincinnati and greater Ohio teams include: Mason Manta Rays, Countryside YMCA, Dayton Raiders, Cincinnati Marlins, Shaker Sharks, Hudson HEAT

I’m presently negotiating with a dozen other universities and teams.

I can’t wait to tell you more about my Level Up Leadership Academy, awaiting final word from one of my University partners. Talk about impact!

Let’s talk about how we can partner together for your new level of leadership. It’s time to Level Up! Jeff@levelupleadershipcoach.com