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051: Paul Cole: Are you firing us as a customer

//051: Paul Cole: Are you firing us as a customer

051: Paul Cole: Are you firing us as a customer

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Paul Cole Show Notes Page

Paul Cole made repeated attempts trying to engage with his client in better ways of working together to satisfy them and to do right by his company and his people. Leading an outsourced customer care operation, Paul had to make a tough decision to fire his multi-million dollar client that was using their KPIs as a way to penalize and reduce their pricing. Listen to Paul tell how he got over several humps in this story.

Paul is an east coast transplant to Los Angeles that spent his formative years in New England, calling Boston home for  more than 25 years before moving to Paris France for several years.

Being one of 6 children, Pauls‘ self- directed style traces back to the first big hump he faced in life; the untimely death of his father when he was a young teenager.

Paul quickly learned that it was up to him to make the right choices. Having made it through college but lacking true ambition Paul was fortunate to find a mentor and role model in his first job in Market Research who helped instill needed confidence and inspire him to succeed.

Paul has spent the vast majority of his career in the professional services market creating, innovating, scaling, managing and leading large consulting, systems integration and outsourcing businesses. The common thread across the last 30 or so years in these varying roles has always been the focus on the customer as the asset to be nurtured.

Paul also coauthored Customer Connections: New Strategies for Growth, while a partner, starting and scaling CRM solutions at Ernst and Young.

Paul recently made a big career leap (without the parachute) to entrepreneur opting to join a CX software company as President in North America with responsibility for rapidly scaling the 6yr old business in the United States.

Paul is currently the President-North America at inQuba and when not on a plane crossing the globe and enjoying reading historical fictions, Paul is most relaxed behind the lens of a camera and working hard to keep his body and spirit in shape.

Tweetable Quotes and Mentions

Listen to @Paul05006868 and get over the hump on the @FastLeaderShow Click to Tweet

“Seize the day, seize the moment.” -Paul Cole Click to Tweet

“People need to extend themselves.” -Paul Cole Click to Tweet 

“Make yourself known and show up to add value.” -Paul Cole Click to Tweet 

“Put yourself out there and be bold in a positive way.” -Paul Cole Click to Tweet 

“When I grew up…you were presumed stupid until proven otherwise.” -Paul Cole Click to Tweet 

“Leadership requires more finesse these days.” -Paul Cole Click to Tweet 

“Leadership is all about bringing along other people.” -Paul Cole Click to Tweet 

“Your success will come by helping to bring out the best in others.” -Paul Cole Click to Tweet 

“At the end of the day, I stood on principle and I felt good.” -Paul Cole Click to Tweet 

“At the end of the day, it’s reflected in how people behave versus what they say.” -Paul Cole Click to Tweet 

“When you sense there’s an issue, tackle it quickly.” -Paul Cole Click to Tweet 

“When something gets off the rails…be very quick and proactive.” -Paul Cole Click to Tweet 

“Everything that you can control is in the now.” -Paul Cole Click to Tweet 

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Hump to Get Over

Paul Cole made repeated attempts trying to engage with his client in better ways of working together to satisfy them and to do right by his company and his people. Leading an outsourced customer care operation, Paul had to make a tough decision to fire his multi-million dollar client that was using their KPIs as a way to penalize and reduce their pricing. Listen to Paul tell how he got over several humps in this story.

Advice for others

If you’re going to show up, make yourself known, and show up to add value.

When you sense there is an issue emerging, you tackle it quickly.

Holding him back from being an even better leader

Funny enough, I think it’s not having enough people to lead at the moment.

Best Leadership Advice Received

Your success will come by bringing out the best in other people.

Secret to Success

Being decisive.

Best tools that helps in business or Life

Reasonably articulate, both in written and public speaking.

Recommended Reading

The Power of Now: A Guide to Spiritual Enlightenment

Contacting Paul

email: paul.cole[at]inquba.com

LinkedIn: https://www.linkedin.com/in/paul-cole-6790a42

Twitter: https://twitter.com/Paul05006868/

Resources

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 | 2016-10-31T16:06:34+00:00 January 13th, 2016|Podcasts|0 Comments

About the Author:

Author Image
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.