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067: Brad Cleveland: It was the deepest anguish I’d ever experienced

//067: Brad Cleveland: It was the deepest anguish I’d ever experienced

067: Brad Cleveland: It was the deepest anguish I’d ever experienced

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Brad Cleveland Show Notes

Brad Cleveland was in his 20’s and traveling helping clients build their customer service organizations. He had more work than he could handle and things were very exciting. Then one day after visiting a client site his wife called him with news of a swollen lymph node and a strange spot on her skin. After many tests, the news was not positive. Listen to Brad tell his story of getting over this horrible hump.

Brad Cleveland grew up as the third of four children in Nampa, Idaho, a small town about 20 miles outside of Boise

Eventually, Brad found his way to Point Loma College in San Diego, California, where he met Kirsten, his wife of his wife of 27 years.

After working with a few organizations in their customer service operations, Bard and Kirsten moved to Annapolis, Maryland where he became a founding partner in the International Customer Management Institute. As CEO, Brad grew ICMI into a recognized brand in publishing, training and consulting, eventually leading to a successful acquisition by London-based United Business Media.

Brad Cleveland is known around the world for his contributions to customer service strategy and management. He has worked across 45 states and in 60 countries, authored 8 books, and appeared in media ranging from the NY Times to the Wall Street Journal and NPR’s All Things Considered.

His clients have included many service leaders like Apple, American Express, USAA, Google and others.

Brad maintains a busy travel schedule, and has logged an estimated five million miles in travel, speaking and consulting to organizations around the globe on customer service and how to shape it and get it right in the fast-emerging omnichannel environment.

Brad is also is a private pilot, enjoys skiing and mountain biking. Today, Brad lives in Sun Valley, ID near one of America’s iconic ski resorts, with Kirsten and their daughter Grace.

Tweetable Quotes and Mentions

Listen to @bradcleveland to get over the hump on the @FastLeaderShow Click to Tweet

“Maybe the technology is a little bit ahead of where we are in managing it.” -Brad Cleveland Click to Tweet

“Focus on what’s important and not letting clutter get in the way.” -Brad Cleveland Click to Tweet 

“We’re not guaranteed tomorrow, but I’ve got today.” -Brad Cleveland Click to Tweet 

“What can I do in the next three hours to move something forward.” -Brad Cleveland Click to Tweet 

“Money, travel, success, none of that all of a sudden mattered.” -Brad Cleveland Click to Tweet 

“My heart goes out to others who are facing severe trials.” -Brad Cleveland Click to Tweet 

“I will forever be more sensitive to the challenges that so many face.” -Brad Cleveland Click to Tweet 

“Every day is an opportunity, every day is a gift.” -Brad Cleveland Click to Tweet 

“We’re all here together for a little while, let’s make the best of it.” -Brad Cleveland Click to Tweet 

“Let’s go at the possibilities with everything we have.” -Brad Cleveland Click to Tweet 

“Don’t make these things more than they are but make them everything they can be.” -Brad Cleveland Click to Tweet 

“Every day is an opportunity to push something that matters forward.” -Brad Cleveland Click to Tweet 

“Life’s what happens to you when you’re making other plans.” -Brad Cleveland Click to Tweet 

“In all of the clutter, chaos and challenges…enjoy the ride.” -Brad Cleveland Click to Tweet 

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Hump to Get Over

Brad Cleveland was in his 20’s and traveling helping clients build their customer service organizations. He had more work than he could handle and things were very exciting. Then one day after visiting a client site his wife called him with news of a swollen lymph node and a strange spot on her skin. After many tests, the news was not positive. Listen to Brad tell his story of getting over this horrible hump.

Advice for others

Focus on the next three hours, it’s what we all have, move something forward that matters.

Holding him back from being an even better leader

Clutter and distraction; devices that go bing.

Best Leadership Advice Received

Focus on the next three hours, that’s all we have, move something forward.

Secret to Success

Kindness

Best tools that helps in business or Life

Setting fewer priorities.

Recommended Reading

Getting Things Done: The Art of Stress-Free Productivity

Younger Next Year: Live Strong, Fit, and Sexy – Until You’re 80 and Beyond

Contacting Brad

Website: http://www.bradcleveland.com/

LinkedIn: https://www.linkedin.com/in/bradcleveland1

Twitter: https://twitter.com/bradcleveland

Resources

Cleveland Clinic –  Empathy: The Human Connection to Patient Care https://youtu.be/cDDWvj_q-o8

54 Emotional Intelligence (EQ) Competencies List: Emotional Intelligence has proven to be the right kind of intelligence to have if you want to move onward and upward faster. Get your free list today.


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By | 2016-10-31T16:06:27+00:00 May 4th, 2016|Podcasts|1 Comment

About the Author:

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Your Fast Leader Show host is Jim Rembach. Jim is a panel expert with the Customer Experience Professionals Association (CXPA) and spent many years in contact center operations and leverages this to help others. He is a certified Emotional Intelligence (EQ) practitioner, Certified Employee Retention Specialist, Certified Better Place to Work Expert, and frequently quoted industry expert.