Fast Leader Show Podcast https://www.fastleader.net Stories to get over the leadership hump Wed, 20 Feb 2019 07:11:43 +0000 en-US hourly 1 https://wordpress.org/?v=5.0.3 Stories to get over the leadership hump Fast Leader Show Podcast Stories to get over the leadership hump Fast Leader Show Podcast http://www.fastleader.net/wp-content/uploads/fast-leader-podcast-1400.jpg https://www.fastleader.net 213: Chris Westfall: There are no mistakes https://www.fastleader.net/chriswestfall/ Wed, 20 Feb 2019 07:11:21 +0000 https://www.fastleader.net/?p=14362 https://www.fastleader.net/chriswestfall/#respond https://www.fastleader.net/chriswestfall/feed/ 0 <p>Chris Westfall Notes Page Chris Westfall wrote down his desired salary on a napkin and the CEO accepted it. He started his new job but only a few weeks later, the CEO ended it. Chris moved his family to a new town for a job that no longer existed. Yet Chris thanks that CEO for [...]</p> <p>The post <a rel="nofollow" href="https://www.fastleader.net/chriswestfall/">213: Chris Westfall: There are no mistakes</a> appeared first on <a rel="nofollow" href="https://www.fastleader.net">Fast Leader Show Podcast</a>.</p> Chris Westfall Notes Page

Chris Westfall wrote down his desired salary on a napkin and the CEO accepted it. He started his new job but only a few weeks later, the CEO ended it. Chris moved his family to a new town for a job that no longer existed. Yet Chris thanks that CEO for the conversation.

Chris was born in Ohio and grew up in the Chicagoland area. The oldest of three children, his father was a field goal kicker and quarterback at a Big 10 University. His mother was a dancer and a performer who appeared on Broadway, and at the Seattle World’s Fair. While Chris didn’t inherit his father’s athletic ability, or his mother’s dancing skills, he did learn about the importance of performing. And performing under pressure.

He went to the performing arts high school in Chicago and went on to study Theatre at Southern Methodist University in Dallas, Texas. He has appeared in numerous stage productions and television shows. (He met his wife in a production of “The Fantasticks”). Leaving behind a short-lived career as a professional stuntman, he went back to school to earn an MBA degree – Attending the number one school in the country for developing strong business communication skills. While there, he edited the business school newsletter, hosted a weekly radio show, and graduated with top honors, recognized as the MBA Communicator of the Year.

After graduation, Chris began his business career as a “corporate guy” – working for Fortune 100 telecommunications giants, Verizon and AT&T. He moved through a series of progressive responsibilities in marketing and product development, on his way to major account management, sales leadership and executive roles. As a global marketing executive with a division of Unilever, he helped unify a major brand in the company’s portfolio. As a result of his global success, he built sales teams around the world, transitioning into leadership roles in technology and manufacturing.

Chris launched his entrepreneurial career in 2008. Since then, he has helped launch over four dozen businesses, raising over $50 million in capital investment for entrepreneurs, and coaching his clients onto Shark Tank, Dragons’Den in Canada and Shark Tank Australia. Speaking between 60-100 times a year, he regularly works with thousands of leaders, from college campuses and military bases to the C-Suite, spreading the message of effective leadership communication. Recognized as the US National Elevator Pitch Champion, Chris is the author or publisher of seven books. His latest, Leadership Language, was released by Wylie in September 2018.

Chris and his wife live in Houston, Texas. Celebrating 25 years of marriage this past summer, they are the proud parents of two girls. Chris’s oldest daughter lives in New York City, and his youngest is a sophomore at Houston’s high school for the performing and visual arts (where Beyoncé Knowles Carter is an alum).

Tweetable Quotes and Mentions

Listen to @westfallonline to get over the hump on the @FastLeaderShow – Click to Tweet 

“There’s always something missing in life, transformation is about bringing what’s missing into place.” – Click to Tweet  

“It would be naive to deny that there are force around us that go beyond you and me.” – Click to Tweet  

“If it looks like everything in life is up to you, look again, there are forces at work.” – Click to Tweet  

“There are forces that are helping to build your success, the key to that success is tap into those.” – Click to Tweet  

“The strongest conversation always starts with what your listener is thinking.” – Click to Tweet  

“Your client is anyone upon whom your success depends.” – Click to Tweet  

“When respect goes away it’s very difficult to have a powerful conversation.” – Click to Tweet  

“Leadership is not a self-serving role, but leadership is about service.” – Click to Tweet  

“Where you put your attention is where you’ll find your results.” – Click to Tweet  

“Make sure that you show up in a place that’s ready and prepared for uncertainty.” – Click to Tweet  

“Leadership is not scripted, it’s not about copying someone else.” – Click to Tweet  

“Imitation is not the same as innovation.” – Click to Tweet  

“Leadership calls on all of us to innovate, to create new results, that’s the place where transformation really comes from.” – Click to Tweet  

“There are no mistakes; there are circumstances and how you deal with them.” – Click to Tweet  

“Just because a train of thought shows up, doesn’t mean I have to ride that train.” – Click to Tweet  

“What matters is, what are the results you’re creating for the people around you.” – Click to Tweet  

“Whatever results you see in your life, the ones that are most satisfying are going to come from the biggest risks that you take.” – Click to Tweet  

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Hump to Get Over

Chris Westfall wrote down his desired salary on a napkin and the CEO accepted it. He started his new job but only a few weeks later, the CEO ended it. Chris moved his family to a new town for a job that no longer existed. Yet Chris thanks that CEO for the conversation.

Advice for others

Don’t play it safe. Take risks.

Holding him back from being an even better leader

The ability to focus on the people around me.

Best Leadership Advice

You practice like you play.

Secret to Success

Connection

Best tools in business or life

VCITA

Recommended Reading

Leadership Language: Using Authentic Communication to Drive Results

Sapiens: A Brief History of Humankind

Impossible to Ignore: Creating Memorable Content to Influence Decisions

Contacting Chris Westfall

Website: https://westfallonline.com/

Twitter: https://twitter.com/westfallonline

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

Instagram: https://www.instagram.com/westfallonline/

Youtube.com: https://www.youtube.com/user/westfallonline

Resources and Show Mentions

Call Center Coach

An Even Better Place to Work


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The post 213: Chris Westfall: There are no mistakes appeared first on Fast Leader Show Podcast.

]]>
Chris Westfall Notes Page Chris Westfall wrote down his desired salary on a napkin and the CEO accepted it. He started his new job but only a few weeks later, the CEO ended it. Chris moved his family to a new town for a job that no longer existed. Chris Westfall wrote down his desired salary on a napkin and the CEO accepted it. He started his new job but only a few weeks later, the CEO ended it. Chris moved his family to a new town for a job that no longer existed. Yet Chris thanks that CEO for the conversation.
Chris was born in Ohio and grew up in the Chicagoland area. The oldest of three children, his father was a field goal kicker and quarterback at a Big 10 University. His mother was a dancer and a performer who appeared on Broadway, and at the Seattle World’s Fair. While Chris didn’t inherit his father’s athletic ability, or his mother’s dancing skills, he did learn about the importance of performing. And performing under pressure.
He went to the performing arts high school in Chicago and went on to study Theatre at Southern Methodist University in Dallas, Texas. He has appeared in numerous stage productions and television shows. (He met his wife in a production of “The Fantasticks”). Leaving behind a short-lived career as a professional stuntman, he went back to school to earn an MBA degree – Attending the number one school in the country for developing strong business communication skills. While there, he edited the business school newsletter, hosted a weekly radio show, and graduated with top honors, recognized as the MBA Communicator of the Year.
After graduation, Chris began his business career as a “corporate guy” – working for Fortune 100 telecommunications giants, Verizon and AT&T. He moved through a series of progressive responsibilities in marketing and product development, on his way to major account management, sales leadership and executive roles. As a global marketing executive with a division of Unilever, he helped unify a major brand in the company’s portfolio. As a result of his global success, he built sales teams around the world, transitioning into leadership roles in technology and manufacturing.
Chris launched his entrepreneurial career in 2008. Since then, he has helped launch over four dozen businesses, raising over $50 million in capital investment for entrepreneurs, and coaching his clients onto Shark Tank, Dragons’Den in Canada and Shark Tank Australia. Speaking between 60-100 times a year, he regularly works with thousands of leaders, from college campuses and military bases to the C-Suite, spreading the message of effective leadership communication. Recognized as the US National Elevator Pitch Champion, Chris is the author or publisher of seven books. His latest, Leadership Language, was released by Wylie in September 2018.
Chris and his wife live in Houston, Texas. Celebrating 25 years of marriage this past summer, they are the proud parents of two girls. Chris’s oldest daughter lives in New York City, and his youngest is a sophomore at Houston’s high school for the performing and visual arts (where Beyoncé Knowles Carter is an alum).
Tweetable Quotes and Mentions
Listen to @westfallonline to get over the hump on the @FastLeaderShow – Click to Tweet 
“There’s always something missing in life, transformation is about bringing what’s missing into place.” – https://www.fastleader.net/?p=14341 https://www.fastleader.net/nathanjamail/#respond https://www.fastleader.net/nathanjamail/feed/ 0 <p>Nathan Jamail Notes Page Nathan Jamail was given orders from his boss and like so many other leaders he tried to get his people to buy-in to the direction. But he learned that what every leader has been taught about buy-in was all wrong and he lost the trust of his people. Nathan was born [...]</p> <p>The post <a rel="nofollow" href="https://www.fastleader.net/nathanjamail/">212: Nathan Jamail: Buy-in almost ended my career</a> appeared first on <a rel="nofollow" href="https://www.fastleader.net">Fast Leader Show Podcast</a>.</p> Nathan Jamail Notes Page

Nathan Jamail was given orders from his boss and like so many other leaders he tried to get his people to buy-in to the direction. But he learned that what every leader has been taught about buy-in was all wrong and he lost the trust of his people.

Nathan was born and raised in Texas. Nathan was the youngest of 3 boys and although his parents divorced when he was 12 years old his family is still very close. At the age of 46, Nathan will share with you that his family still spends most every Christmas together. His parents Sherry and Sid have been great role models for them showing them the power of “The love for family”.

As two very hard-working parents, Sid and Sherry also showed the kids the value of hard work and being proud of what you do no matter what you do. “Take Pride” has always been a belief of the family.

Although Nathan’s first job was at the age of 15, he says he started his sales career at the age of 12 selling snow cones in the park during his summer breaks.

Nathan kept following his dreams of growing his career. He went from electronics and retail to insurance sales and then Technology sales and then Leadership. Nathan went from a sales person selling the first digital beeper to a top director at Sprint wireless for over 9 years.

Nathan has spent the last two decades helping and coaching leaders and organizations on how to build winning cultures and helping great leaders become great coaches. He is the author of three best-selling books, The Leadership Playbook, The Sales Leaders Playbook and The Sales Professionals Playbook and is latest release is Serve Up Coach Down.

Nathan wants his legacy to be founded upon the impact he’s made on other’s lives through his work and his relationships. He wants to be someone his grandkids and great grand kids can be proud of.

Nathan Jamail is a Texan who lives in Southern California. He’s married to his lovely bride Shannon and they have 4 kids, 1 boy and 3 girls plus a brand new 2-month old Granddaughter.

Tweetable Quotes and Mentions

Listen to @nathanjamail to get over the hump on the @FastLeaderShow – Click to Tweet

“The leader in the middle is the follower and the leader on every action, decision or response.” – Click to Tweet 

“You have to take direction and give direction simultaneously.” – Click to Tweet 

“The real reason we don’t achieve greatness, isn’t because the lack of skills or attributes, it’s because of lack of discipline.” – Click to Tweet 

“The knowledge gap is the gap between what we know we should do, based on what we are doing.” – Click to Tweet 

“Anybody who is staying for money, is staying for the wrong reason.” – Click to Tweet 

“Serving up is not sucking up.” – Click to Tweet 

“Don’t ever decline someone’s help if they can help you, because you’re taking away their blessing.” – Click to Tweet 

“The more we’re willing to develop, the more success and happiness we’ll have.” – Click to Tweet 

“Being a leader in the middle and serving up and coaching down is difficult.” – Click to Tweet 

“Be so humble, that you can be coached.” – Click to Tweet 

“Be so confident, that you can serve.” – Click to Tweet 

“A person’s job is to make your leaders look good.” – Click to Tweet 

“We spend more time convincing those we pay that change is good than those that pay us.” – Click to Tweet 

“It takes longer to convince the employees than the customers that change is good.” – Click to Tweet 

“You should not get feedback if you can’t use it.” – Click to Tweet 

“That’s why it takes us so long to get change in business, because we’re trying to get buy-in.” – Click to Tweet 

“The number one thing holding all of us back is not anything else other than our own self-discipline and focus.” – Click to Tweet

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Hump to Get Over

Nathan Jamail was given orders from his boss and like so many other leaders he tried to get his people to buy-in to the direction. But he learned that what every leader has been taught about buy-in was all wrong and he lost the trust of his people.

Advice for others

Be more humble to be a better coach and better leader.

Holding him back from being an even better leader

Discipline, the absolute drive to do what I need to everyday. Even the stuff you don’t want to do.

Best Leadership Advice

Your job is to make your boss look good.

Secret to Success

I love the job, the fight.

Best tools in business or life

My willingness to learn and listen. I take notes all the time and I always try to be the dumbness person in the room.

Recommended Reading

Serve Up, Coach Down: Mastering the Middle and Both Sides of Leadership

The Leadership Playbook: Creating a Coaching Culture to Build Winning Business Teams

How to Win Friends & Influence People (Revised) by Dale Carnegie (1981-09-02)

Think and Grow Rich!: The Original Version, Restored and Revised™

The Four Agreements: A Practical Guide to Personal Freedom (A Toltec Wisdom Book)

Contacting Nathan Jamail

Website: https://nathanjamail.com/

Twitter: https://twitter.com/nathanjamail

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

Resources and Show Mentions

Call Center Coach

An Even Better Place to Work


Subscribe to the Show on iTunes (Quick and simple!)

  1. Sign into iTunes using your ID and password
  2. Search the iTunes store for “Fast Leader Show”
  3. Click on the Subscribe button. It’s in the upper left corner of the screen.

Give Me a Rating or Review on iTunes (Also simple)

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The post 212: Nathan Jamail: Buy-in almost ended my career appeared first on Fast Leader Show Podcast.

]]> Nathan Jamail Notes Page Nathan Jamail was given orders from his boss and like so many other leaders he tried to get his people to buy-in to the direction. But he learned that what every leader has been taught about buy-in was all wrong and he lost the... Nathan Jamail was given orders from his boss and like so many other leaders he tried to get his people to buy-in to the direction. But he learned that what every leader has been taught about buy-in was all wrong and he lost the trust of his people.
Nathan was born and raised in Texas. Nathan was the youngest of 3 boys and although his parents divorced when he was 12 years old his family is still very close. At the age of 46, Nathan will share with you that his family still spends most every Christmas together. His parents Sherry and Sid have been great role models for them showing them the power of “The love for family”.
As two very hard-working parents, Sid and Sherry also showed the kids the value of hard work and being proud of what you do no matter what you do. “Take Pride” has always been a belief of the family.
Although Nathan’s first job was at the age of 15, he says he started his sales career at the age of 12 selling snow cones in the park during his summer breaks.
Nathan kept following his dreams of growing his career. He went from electronics and retail to insurance sales and then Technology sales and then Leadership. Nathan went from a sales person selling the first digital beeper to a top director at Sprint wireless for over 9 years.
Nathan has spent the last two decades helping and coaching leaders and organizations on how to build winning cultures and helping great leaders become great coaches. He is the author of three best-selling books, The Leadership Playbook, The Sales Leaders Playbook and The Sales Professionals Playbook and is latest release is Serve Up Coach Down.
Nathan wants his legacy to be founded upon the impact he’s made on other’s lives through his work and his relationships. He wants to be someone his grandkids and great grand kids can be proud of.
Nathan Jamail is a Texan who lives in Southern California. He’s married to his lovely bride Shannon and they have 4 kids, 1 boy and 3 girls plus a brand new 2-month old Granddaughter.
Tweetable Quotes and Mentions
Listen to @nathanjamail to get over the hump on the @FastLeaderShow – Click to Tweet
“The leader in the middle is the follower and the leader on every action, decision or response.” – Click to Tweet 
“You have to take direction and give direction simultaneously.” – Click to Tweet 
“The real reason we don’t achieve greatness, isn’t because the lack of skills or attributes, it’s because of lack of discipline.” – https://www.fastleader.net/?p=14337 https://www.fastleader.net/edmuzio/#comments https://www.fastleader.net/edmuzio/feed/ 2 <p>Ed Muzio Show Notes Page Ed Muzio was running an industry forum for the first time. While he followed the advice he received he missed a few key elements and the meeting went off the rails. Ed was the one that needed to fix it but he didn’t know how. Ed has bounced around the [...]</p> <p>The post <a rel="nofollow" href="https://www.fastleader.net/edmuzio/">211: Ed Muzio: I needed to iterate</a> appeared first on <a rel="nofollow" href="https://www.fastleader.net">Fast Leader Show Podcast</a>.</p> Ed Muzio Show Notes Page

Ed Muzio was running an industry forum for the first time. While he followed the advice he received he missed a few key elements and the meeting went off the rails. Ed was the one that needed to fix it but he didn’t know how.

Ed has bounced around the country quite a bit.  He was born in New York, grew up in New Mexico, attended university back east at Cornell, and after that his career took him to Phoenix, Portland, Santa Clara, back to Albuquerque, and twice to Austin, which is where he lives now with his wife and little boy.

Ed was raised by an entrepreneur father and a teacher mother.  As a kid, he helped mom prepare her classroom and teaching materials, and he also helped dad run his business and keep things moving productively, from food service to finance.  So, it’s probably not surprising that he ended up founding Group Harmonics, a boutique consulting firm specializing in the psychology, sociology, neurology, and organizational behavior of high-functioning management teams and cultures. In this job, Ed gets to run his business AND be a teacher.

Of course, nobody starts out consulting. Ed first spent nearly a decade working for Intel, during a technology boom that created hypergrowth in the company and the industry.  With his engineering degree, Ed started off in a technical role for high volume manufacturing.  But he pretty quickly realized that, as engineers go, he was a little – different.  He seemed to always be the one in the room paying attention to things like the structure of the meeting, the use of authority, and the effectiveness of communication.  Luckily, hypergrowth creates a lot of opportunity, and Ed found ways to bring those talents to Intel’s growth even as his technical career grew.  Along the way, he connected with and learned from the internal and external experts who were supporting Intel’s unique form of high-functioning management.  Then, in the early 2000’s, he ventured out on his own and founded Group Harmonics.

Today, having run his firm for nearly fifteen years, Ed says that his newest book, Iterate: Run a Fast, Flexible, Focused Management Team may be his best professional legacy so far.  Iterate is based not only on lessons learned in and out of Intel, but also on the background work of Ed’s mentor, Bill Daniels, who consulted for decades to Intel and other high-growth companies.  When he told Ed, “I’m glad you’re writing this book because someone needs to explain all this,” it was a profound moment for Ed’s career trajectory.  Over the years the two have become close personal friends.  Today, Bill is retired, and he and his wife are honorary grandparents to Ed’s little boy.

That little boy, of course, is Ed’s favorite legacy of all.

Tweetable Quotes and Mentions

Listen to @edmuzio to get over the hump on the @FastLeaderShow – Click to Tweet    

“Take a step and then learn from it.” – Click to Tweet

“Every step leads to information and the information gets fed into the next step.” – Click to Tweet 

“People in the workplace are interdependent, they are neither independent nor should they ever be fully dependent.” – Click to Tweet 

“Are you telling your manager how it’s going or is your manager telling you how it’s going?” – Click to Tweet 

“Are those people doing the work, do they actually know how it’s going? We need to be asking them.” – Click to Tweet 

“Are your meetings forward looking?” – Click to Tweet 

“Is the frontline feeding good information up or are they managed in such a way that they’re feeding up the party line.” – Click to Tweet 

“The history of failed organizations is just littered with situations where people saw trouble and didn’t mention it.” – Click to Tweet 

“There’s no upside to pretending everything’s fine when it’s not.” – Click to Tweet 

“It’s not just the individual pieces, it’s the system.” – Click to Tweet 

“Don’t get to wrapped in the wins and losses, just keep taking every step.” – Click to Tweet 

Get Your Updates & Offers

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Hump to Get Over

Ed Muzio was running an industry forum for the first time. While he followed the advice he received he missed a few key elements and the meeting went off the rails. Ed was the one that needed to fix it but he didn’t know how.

Advice for others

Don’t get to wrapped in the wins and losses, just keep taking every step.

Holding him back from being an even better leader

Time and helping people to abstract things.

Best Leadership Advice

When you see things circling the drain, it falls to you to help.

Secret to Success

Boundaries

Best tools in business or life

My calendar

Recommended Reading

Iterate: Run a Fast, Flexible, Focused Management Team

The Insightful Leader: Find Your Leadership Superpowers, Crush Limiting Beliefs, and Abolish Self-Sabotaging Behaviors

Contacting Ed Muzio

Website: https://www.groupharmonics.com/

Twitter: https://twitter.com/edmuzio

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

Resources and Show Mentions

Call Center Coach

An Even Better Place to Work


Subscribe to the Show on iTunes (Quick and simple!)

  1. Sign into iTunes using your ID and password
  2. Search the iTunes store for “Fast Leader Show”
  3. Click on the Subscribe button. It’s in the upper left corner of the screen.

Give Me a Rating or Review on iTunes (Also simple)

  1. Sign into iTunes using your ID and password
  2. Search the iTunes store for “Fast Leader Show”
  3. Click on “Ratings and Reviews”
  4. Give us a rating. Thank you for going ahead and leaving a “review” as well

The post 211: Ed Muzio: I needed to iterate appeared first on Fast Leader Show Podcast.

]]> Ed Muzio Show Notes Page Ed Muzio was running an industry forum for the first time. While he followed the advice he received he missed a few key elements and the meeting went off the rails. Ed was the one that needed to fix it but he didn’t know how. Ed Muzio was running an industry forum for the first time. While he followed the advice he received he missed a few key elements and the meeting went off the rails. Ed was the one that needed to fix it but he didn’t know how.
Ed has bounced around the country quite a bit.  He was born in New York, grew up in New Mexico, attended university back east at Cornell, and after that his career took him to Phoenix, Portland, Santa Clara, back to Albuquerque, and twice to Austin, which is where he lives now with his wife and little boy.
Ed was raised by an entrepreneur father and a teacher mother.  As a kid, he helped mom prepare her classroom and teaching materials, and he also helped dad run his business and keep things moving productively, from food service to finance.  So, it’s probably not surprising that he ended up founding Group Harmonics, a boutique consulting firm specializing in the psychology, sociology, neurology, and organizational behavior of high-functioning management teams and cultures. In this job, Ed gets to run his business AND be a teacher.
Of course, nobody starts out consulting. Ed first spent nearly a decade working for Intel, during a technology boom that created hypergrowth in the company and the industry.  With his engineering degree, Ed started off in a technical role for high volume manufacturing.  But he pretty quickly realized that, as engineers go, he was a little – different.  He seemed to always be the one in the room paying attention to things like the structure of the meeting, the use of authority, and the effectiveness of communication.  Luckily, hypergrowth creates a lot of opportunity, and Ed found ways to bring those talents to Intel’s growth even as his technical career grew.  Along the way, he connected with and learned from the internal and external experts who were supporting Intel’s unique form of high-functioning management.  Then, in the early 2000’s, he ventured out on his own and founded Group Harmonics.
Today, having run his firm for nearly fifteen years, Ed says that his newest book, Iterate: Run a Fast, Flexible, Focused Management Team may be his best professional legacy so far.  Iterate is based not only on lessons learned in and out of Intel, but also on the background work of Ed’s mentor, Bill Daniels, who consulted for decades to Intel and other high-growth companies.  When he told Ed, “I’m glad you’re writing this book because someone needs to explain all this,” it was a profound moment for Ed’s career trajectory.  Over the years the two have become close personal friends.  Today, Bill is retired, and he and his wife are honorary grandparents to Ed’s little boy.
That little boy, of course, is Ed’s favorite legacy of all.
Tweetable Quotes and Mentions
Listen to @edmuzio to get over the hump on the @FastLeaderShow – Click to Tweet    
“Take a step and then learn from it.” – Click to Tweet
“Every step leads to information and the information gets fed into the next step.” – https://www.fastleader.net/?p=14310 https://www.fastleader.net/amyradin/#respond https://www.fastleader.net/amyradin/feed/ 0 <p>Amy Radin Show Notes Page Amy Radin (RAY-DIN), was used to getting organizational resources to innovate and drive change. Then she met Drew and gained a new perspective that caused her to never again complain, or tolerate complaints from others, about not having resources. Amy, author of The Change Maker’s Playbook: How to Seek, Seed [...]</p> <p>The post <a rel="nofollow" href="https://www.fastleader.net/amyradin/">210: Amy Radin: Where’s your junkyard?</a> appeared first on <a rel="nofollow" href="https://www.fastleader.net">Fast Leader Show Podcast</a>.</p> Amy Radin Show Notes Page

Amy Radin (RAY-DIN), was used to getting organizational resources to innovate and drive change. Then she met Drew and gained a new perspective that caused her to never again complain, or tolerate complaints from others, about not having resources.

Amy, author of The Change Maker’s Playbook: How to Seek, Seed and Scale Innovation In Any Company, is a native of Brooklyn having been born and raised there long before it was the cool borough.

Her passion for all things innovative is evident back to her teenage years. The daughter of a pharmacist/small business owner dad and an artist mom, Amy learned, through her early experiences at Harold’s Pharmacy, what it really meant to serve customers, meet their needs, earn their loyalty, and stand out.  She sees understanding people as the starting point for innovation of any type. Technology, in her view, is just an enabler.

Amy is a proud graduate of the New York City public school system. She was a member of one of the first graduating classes of John Dewey High School, an experimental school whose structure and programming approach were based upon a progressive philosophy of education.

At Wesleyan University, Amy studied in the College of Letters, one of the first integrated curricula in Literature, Philosophy and History. She loved the study of language, and during a semester in Madrid and over the course of a summer at Middlebury College became near-fluent in Spanish. She decided to round out her liberal arts education, complementing it with a MBA in Marketing, earned at The Wharton School.

Amy is the kind of person who is drawn to “what is possible” with an emphasis on getting stuff done, not simply dreaming.  She undertook a complete career pivot in 2014, leaving the corporate world to engage with entrepreneurs as an independent advisor, and author of The Change Maker’s Playbook: How to Seek, Seed and Scale Innovation in Any Company.

She is married to Mitchell Radin, her husband of 34 years. They are the proud parents of 3 children, Jared, Molly and Shira [“SHEE-RA”], and share their home with their rescue cat, JJ.

Tweetable Quotes and Mentions

Listen to @amyradin to get over the hump on the @FastLeaderShow – Click to Tweet   

“We as human beings tend to prefer just sort of sticking to the status quo.” – Click to Tweet  

“Change is hard and it takes magic gluing of the right people to get you from where you are to some place very different.” – Click to Tweet  

“Change is emotional and it’s physically difficult.” – Click to Tweet   

“In today’s world, speed is critical. You can be right and late and it just doesn’t matter.” – Click to Tweet   

“There are people moving much faster than you, no matter what it is you’re trying to do.” – Click to Tweet   

“It’s not running faster on the same treadmill, it’s changing how you go about things to compress time.” – Click to Tweet  

“How you treat your customers determines if there’s going to be money in the cash register at the end of the day.” – Click to Tweet  

“It’s a matter of recognizing how big a role the contact center people can play and then making room for them at the table.” – Click to Tweet 

“The people who are talking to customers have incredible insight about how customers are feeling and engaging with products or services.” – Click to Tweet 

“Everybody should spend time with customers, it’s eye opening.” – Click to Tweet 

“Any change initiative in an organization, if there isn’t active sponsorship from the top, it’s hard to get any place.” – Click to Tweet 

“Start-ups don’t have a monopoly on innovation and big companies don’t have a monopoly on bureaucracy.” – Click to Tweet 

“Can you form interesting collaborative relationships that bring together people with different perspectives, skill, and experience?” – Click to Tweet 

“Listening is an underrated skill.” – Click to Tweet 

“Establish and invest in a diverse network of relationships.” – Click to Tweet 

“In a world of constant change and unknowns, even if you think you know everything today, it’s going to be different tomorrow.” – Click to Tweet 

“My key to staying relevant is constantly investing in relationships.” – Click to Tweet 

“It’s not what I know, it’s that I know who to call.” – Click to Tweet 

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Hump to Get Over

Amy Radin was used to getting organizational resources to innovate and drive change. Then she met Drew and gained a new perspective that caused her to never again complain, or tolerate complaints from others, about not having resources.

Advice for others

Be

Holding her back from being an even better leader

Fear.

Best Leadership Advice

Try it – there’s nothing wrong with trying.

Secret to Success

Having a network that I give to and full of people that are willing to step up and help me.

Best tools in business or life

Intellectual curiosity. I am a constant learner.

Recommended Reading

The Change Maker’s Playbook: How to Seek, Seed and Scale Innovation in Any Company

Sapiens: A Brief History of Humankind

Contacting Amy Radin

Website: http://www.amyradin.com/book/

Twitter: https://twitter.com/amyradin

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

Resources and Show Mentions

Call Center Coach

An Even Better Place to Work


Subscribe to the Show on iTunes (Quick and simple!)

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  2. Search the iTunes store for “Fast Leader Show”
  3. Click on the Subscribe button. It’s in the upper left corner of the screen.

Give Me a Rating or Review on iTunes (Also simple)

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  2. Search the iTunes store for “Fast Leader Show”
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  4. Give us a rating. Thank you for going ahead and leaving a “review” as well

The post 210: Amy Radin: Where’s your junkyard? appeared first on Fast Leader Show Podcast.

]]> Amy Radin Show Notes Page Amy Radin (RAY-DIN), was used to getting organizational resources to innovate and drive change. Then she met Drew and gained a new perspective that caused her to never again complain, or tolerate complaints from others, Amy Radin (RAY-DIN), was used to getting organizational resources to innovate and drive change. Then she met Drew and gained a new perspective that caused her to never again complain, or tolerate complaints from others, about not having resources.
Amy, author of The Change Maker’s Playbook: How to Seek, Seed and Scale Innovation In Any Company, is a native of Brooklyn having been born and raised there long before it was the cool borough.
Her passion for all things innovative is evident back to her teenage years. The daughter of a pharmacist/small business owner dad and an artist mom, Amy learned, through her early experiences at Harold’s Pharmacy, what it really meant to serve customers, meet their needs, earn their loyalty, and stand out.  She sees understanding people as the starting point for innovation of any type. Technology, in her view, is just an enabler.
Amy is a proud graduate of the New York City public school system. She was a member of one of the first graduating classes of John Dewey High School, an experimental school whose structure and programming approach were based upon a progressive philosophy of education.
At Wesleyan University, Amy studied in the College of Letters, one of the first integrated curricula in Literature, Philosophy and History. She loved the study of language, and during a semester in Madrid and over the course of a summer at Middlebury College became near-fluent in Spanish. She decided to round out her liberal arts education, complementing it with a MBA in Marketing, earned at The Wharton School.
Amy is the kind of person who is drawn to “what is possible” with an emphasis on getting stuff done, not simply dreaming.  She undertook a complete career pivot in 2014, leaving the corporate world to engage with entrepreneurs as an independent advisor, and author of The Change Maker’s Playbook: How to Seek, Seed and Scale Innovation in Any Company.
She is married to Mitchell Radin, her husband of 34 years. They are the proud parents of 3 children, Jared, Molly and Shira [“SHEE-RA”], and share their home with their rescue cat, JJ.
Tweetable Quotes and Mentions
Listen to @amyradin to get over the hump on the @FastLeaderShow – Click to Tweet   
“We as human beings tend to prefer just sort of sticking to the status quo.” – Click to Tweet  
“Change is hard and it takes magic gluing of the right people to get you from where you are to some place very different.” – Click to Tweet  
“Change is emotional and it’s physically difficult.” – 
Fast Leader Show Podcast 30:20
209: Jamie Millar: A network is something powerful https://www.fastleader.net/jamiemillar/ Wed, 23 Jan 2019 08:08:39 +0000 https://www.fastleader.net/?p=14287 https://www.fastleader.net/jamiemillar/#respond https://www.fastleader.net/jamiemillar/feed/ 0 <p>Jamie Millar Show Notes Page James (Jamie) Millar needed a different professional platform. He looked around and was unable to find what he wanted to do, the way he wanted to do it. So, he created his own firm that leads executive peer networks to help executives enjoy the insights and relationships they need to [...]</p> <p>The post <a rel="nofollow" href="https://www.fastleader.net/jamiemillar/">209: Jamie Millar: A network is something powerful</a> appeared first on <a rel="nofollow" href="https://www.fastleader.net">Fast Leader Show Podcast</a>.</p> Jamie Millar Show Notes Page

James (Jamie) Millar needed a different professional platform. He looked around and was unable to find what he wanted to do, the way he wanted to do it. So, he created his own firm that leads executive peer networks to help executives enjoy the insights and relationships they need to succeed.

Jamie was born in Toronto. His family moved to Ottawa when he was six years old. Jamie’s father was a PhD economist who worked for the Canadian government. His mother was a community college teacher.

As a child, Jamie was a strong student who excelled at math and science, but also loved reading, music, and sports. He was one of the first students in an innovative bilingual education program, and much of Jamie’s early instruction was in French—not just language classes, but also math, science, history, and geography.

He even spent four months as a 16-year old in a rural village about 30 miles southeast of Bordeaux, France where he lived with a local family, and attended the town’s high school.

Jamie attended the University of Toronto, where he studied Industrial Engineering. Upon graduation, he joined Morgan Stanley in New York as a financial analyst. While there, several colleagues encouraged Jamie to apply to Harvard Business School, where he was admitted.
After graduating from HBS, he joined the School’s MBA Admissions Board. He interviewed and evaluated thousands of talented young business people and developed an interest in the qualities that make great leaders tick.

Jamie left Harvard in 1999 and worked in financial services and at an early stage start-up before he finally found his calling. In 2004, Jamie joined Tapestry Networks, a firm that creates executive peer networks—invitation-only groups for leaders who should spend time together but usually don’t.

Jamie left Tapestry in 2013 to launch his own firm, SkyBridge Associates. He is also the author of Building Bridges: The Case for Executive Peer Networks, in which he shares many of the insights he has gained over the course of his career.
Jamie currently lives just outside Boston with his wife of 26 years Maribeth and they have three adult children Hailey, Evan and Casey.

Tweetable Quotes and Mentions

Listen to Jamie Millar to get over the hump on the @FastLeaderShow – Click to Tweet  

“Networking is a verb; everybody hates networking.” – Click to Tweet   

“Network, the noun, is something that’s very powerful.” – Click to Tweet   

“Beliefs drive behaviors and behaviors drive outcomes.” – Click to Tweet   

“If you want to change anything, it’s not enough to just act differently, you have to actually think differently.” – Click to Tweet   

“There are too few opportunities in life to really reflect on what we think.” – Click to Tweet   

“Many of us assume that what we think is the only thing that you could think.” – Click to Tweet   

“A lot of leadership issues are contextual.” – Click to Tweet   

“With a group of peers from other organizations, you’re a lot safer.” – Click to Tweet   

“It’s hard to envision any relationship that’s productive where the individuals don’t trust each other.” – Click to Tweet   

“People don’t naturally look at issues in their life and put them in the form of good questions.” – Click to Tweet   

“The right questions have the power to reveal assumptions and beliefs.” – Click to Tweet   

“I think a leader has to be a dreamer.” – Click to Tweet   

“Humps create opportunities.” – Click to Tweet   

“We don’t have to have a job, we have to have a career and a life and a profession.” – Click to Tweet   

“The world is awash in money. What the world lacks is good ideas.” – Click to Tweet   

“People trust authentic people.” – Click to Tweet  

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Hump to Get Over

Jamie Millar needed a different professional platform. He looked around and was unable to find what he wanted to do, the way he wanted to do it. So, he created his own firm that leads executive peer networks to help executives enjoy the insights and relationships they need to succeed.

Advice for others

Be comfortable to doing something on your own.

Holding him back from being an even better leader

I do not give negative feedback as well as I should.

Best Leadership Advice

The world is awash in money. What the world lacks is good ideas.

Secret to Success

Curiosity and authenticity.

Best tools in business or life

My ability to build trust and establish relationships.

Recommended Reading

Building Bridges: The Case for Executive Peer Networks

How to Win Friends & Influence People

The 7 Habits of Highly Effective People: Powerful Lessons in Personal Change

Contacting Jamie Millar

Website: https://www.skybridge.associates/

LinkedIn: https://www.linkedin.com/in/jamie-millar-3033/

Resources and Show Mentions

Bob Tiede: Great Leaders Ask Questions

Call Center Coach

An Even Better Place to Work


Subscribe to the Show on iTunes (Quick and simple!)

  1. Sign into iTunes using your ID and password
  2. Search the iTunes store for “Fast Leader Show”
  3. Click on the Subscribe button. It’s in the upper left corner of the screen.

Give Me a Rating or Review on iTunes (Also simple)

  1. Sign into iTunes using your ID and password
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The post 209: Jamie Millar: A network is something powerful appeared first on Fast Leader Show Podcast.

]]> Jamie Millar Show Notes Page James (Jamie) Millar needed a different professional platform. He looked around and was unable to find what he wanted to do, the way he wanted to do it. So, he created his own firm that leads executive peer networks to help... James (Jamie) Millar needed a different professional platform. He looked around and was unable to find what he wanted to do, the way he wanted to do it. So, he created his own firm that leads executive peer networks to help executives enjoy the insights and relationships they need to succeed.
Jamie was born in Toronto. His family moved to Ottawa when he was six years old. Jamie’s father was a PhD economist who worked for the Canadian government. His mother was a community college teacher.
As a child, Jamie was a strong student who excelled at math and science, but also loved reading, music, and sports. He was one of the first students in an innovative bilingual education program, and much of Jamie’s early instruction was in French—not just language classes, but also math, science, history, and geography.
He even spent four months as a 16-year old in a rural village about 30 miles southeast of Bordeaux, France where he lived with a local family, and attended the town’s high school.
Jamie attended the University of Toronto, where he studied Industrial Engineering. Upon graduation, he joined Morgan Stanley in New York as a financial analyst. While there, several colleagues encouraged Jamie to apply to Harvard Business School, where he was admitted.

After graduating from HBS, he joined the School’s MBA Admissions Board. He interviewed and evaluated thousands of talented young business people and developed an interest in the qualities that make great leaders tick.
Jamie left Harvard in 1999 and worked in financial services and at an early stage start-up before he finally found his calling. In 2004, Jamie joined Tapestry Networks, a firm that creates executive peer networks—invitation-only groups for leaders who should spend time together but usually don’t.
Jamie left Tapestry in 2013 to launch his own firm, SkyBridge Associates. He is also the author of Building Bridges: The Case for Executive Peer Networks, in which he shares many of the insights he has gained over the course of his career.

Jamie currently lives just outside Boston with his wife of 26 years Maribeth and they have three adult children Hailey, Evan and Casey.
Tweetable Quotes and Mentions
Listen to Jamie Millar to get over the hump on the @FastLeaderShow – Click to Tweet  
“Networking is a verb; everybody hates networking.” – Click to Tweet   
“Network, the noun, is something that’s very powerful.” – Click to Tweet   
“Beliefs drive behaviors and behaviors drive outcomes.” – Click to Tweet   
“If you want to change anything, it’s not enough to just act differently, you have to actually think differently.]]>
Fast Leader Show Podcast 37:37 208: Ajit Nawalkha: I believe I can live big https://www.fastleader.net/ajitnawalkha/ Wed, 16 Jan 2019 07:29:12 +0000 https://www.fastleader.net/?p=14262 https://www.fastleader.net/ajitnawalkha/#respond https://www.fastleader.net/ajitnawalkha/feed/ 0 <p>Ajit Nawalkha Show Notes Page Ajit Nawalkha used to have a constant dialogue of self-doubt. Coming from a background that was not very abundant, Ajit fought social comparison and feelings that he was not good enough. But over time with constant re-programming, he’s been able to have more dialogue of “I can” and to help [...]</p> <p>The post <a rel="nofollow" href="https://www.fastleader.net/ajitnawalkha/">208: Ajit Nawalkha: I believe I can live big</a> appeared first on <a rel="nofollow" href="https://www.fastleader.net">Fast Leader Show Podcast</a>.</p> Ajit Nawalkha Show Notes Page

Ajit Nawalkha used to have a constant dialogue of self-doubt. Coming from a background that was not very abundant, Ajit fought social comparison and feelings that he was not good enough. But over time with constant re-programming, he’s been able to have more dialogue of “I can” and to help others LIVE BIG.

Ajit Nawalkha was born in Jaipur, Rajasthan – India. He grew up in a home with 23 other family members under one roof. Clearly, in such conditions space and money were limited. Early in life, he decided that he wanted a bigger life.

So, he learned that if he was to “make it in life” the choice laid between 3 options: a career of a lawyer, a doctor or of an engineer. Trying to follow the traditional path, Ajit opted for the latest… Only to be standing in front of his family a few years later, announcing that he has chosen a path of an entrepreneur instead.

Online education was at its early stages, Facebook had just come out, believing there were any money or success in that field felt rather as an insanity. Despite family concerns, he dropped his engineering study to pursue a career in business. He started as a non-profit intern in Mindvalley – the same company where one day he would become a CEO.

Joining the company, he felt like he was finally surrounded by people who understood him and spoke his language. Finally, having found his natural environment, Ajit started growing at exponential rate. He quickly moved from a non-profit intern to a department head and then to CEO of the company. That seemed like a dream-come-true.

Ajit had also started his career as an entrepreneur and business investor. He started working with business owners, teachers, and healers, helping them to grow their business. Suddenly the position of the CEO did not seem like the top of his career. Ajit felt his passion and purpose revolved around helping coaches, authors, speakers, and entrepreneurs create a positive impact in the greater world.

So, having achieved what seemed like a pick of the business career before 30, he was starting fresh once again. His company Evercoach was born. Evercoach is a virtual hub for coaches. Ajit’s life was transformed by smart, gifted coaches and mentors, and this motivated him to become a coach himself. His mission is to empower dedicated educators, coaches and teachers to facilitate positive change in the world.

Ajit formulated his own leadership approach. Confronting traditional business education, he advocates for “leader of none” approach, believing you are only as brilliant as people that follow you.

Over the past decade he has helped build training and coaching companies to inspire the coming generation, transform entrepreneurs to live on purpose, while enjoying their lives while increasing profits.

Ajit currently lives in Los Angeles, California and loves to explore the world, learn different cuisines, write, and spending time with his wife Neeta and his son.

Tweetable Quotes and Mentions

Listen to #ajitnawalkha to get over the hump on the @FastLeaderShow – Click to Tweet  

“As a leader you’re not just a role model, you need to create other role models.” – Click to Tweet  

“You just being good at your job doesn’t make you a really good leader.” – Click to Tweet  

“Just getting assigned as a leader, while you’re just great at your job, is actually very wrong in context of the stress that it creates for the person.” – Click to Tweet  

“The leader themselves have to first figure themselves out before they step into the role of helping other people.” – Click to Tweet  

“The biggest role of a leader is not to do their job, but to help other people to do their job.” – Click to Tweet  

“Good leaders, you’ll love them for not doing anything.” – Click to Tweet  

“Leaders are supposed to not actually do the job.” – Click to Tweet  

“People who progress in life are people who work on themselves.” – Click to Tweet  

“All humans are working with humans in some capacity.” – Click to Tweet  

“The greater you understand yourself, the greater you understand your capabilities, the greater you understand the outside world.” – Click to Tweet  

“Your inner dialogue is way-way-way deep; it’s uncomfortable, but it’s important.” – Click to Tweet  

“We are all perfect in our own unique way.” – Click to Tweet  

“We are all a set of values and beliefs.” – Click to Tweet  

“The same set of beliefs that may serve you at point in life, does not serve you at a different point in life.” – Click to Tweet  

“Most of our values and beliefs are not nature, they’re nurture.” – Click to Tweet  

“One of the biggest reasons you may not make progress is because your values and beliefs are conflicting to your progress.” – Click to Tweet  

“The most amazing thing about finding yourself is that everything becomes easy.” – Click to Tweet  

“If you want to make progress in your career, know yourself more.” – Click to Tweet  

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Hump to Get Over

Ajit Nawalkha used to have a constant dialogue of self-doubt. Coming from a background that was not very abundant, Ajit fought social comparison and feelings that he was not good enough. But over time with constant re-programming, he’s been able to have more dialogue of “I can” and to help others LIVE BIG.

Advice for others

Know that you’ll be okay. Don’t operate from fear and scarcity.

Holding him back from being an even better leader

More learning.

Best Leadership Advice

Care for people, people matter.

Secret to Success

I don’t operate from ego.

Best tools in business or life

Organization, a lot of tech tools.

Recommended Reading

Live Big: The Entrepreneur’s Guide to Passion, Practicality, and Purpose

Contacting Ajit Nawalkha

Website: https://www.ajitnawalkha.com/

Website: http://www.livebigthebook.com

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

Resources and Show Mentions

Call Center Coach

An Even Better Place to Work


Subscribe to the Show on iTunes (Quick and simple!)

  1. Sign into iTunes using your ID and password
  2. Search the iTunes store for “Fast Leader Show”
  3. Click on the Subscribe button. It’s in the upper left corner of the screen.

Give Me a Rating or Review on iTunes (Also simple)

  1. Sign into iTunes using your ID and password
  2. Search the iTunes store for “Fast Leader Show”
  3. Click on “Ratings and Reviews”
  4. Give us a rating. Thank you for going ahead and leaving a “review” as well

The post 208: Ajit Nawalkha: I believe I can live big appeared first on Fast Leader Show Podcast.

]]>
Ajit Nawalkha Show Notes Page Ajit Nawalkha used to have a constant dialogue of self-doubt. Coming from a background that was not very abundant, Ajit fought social comparison and feelings that he was not good enough. Ajit Nawalkha used to have a constant dialogue of self-doubt. Coming from a background that was not very abundant, Ajit fought social comparison and feelings that he was not good enough. But over time with constant re-programming, he’s been able to have more dialogue of “I can” and to help others LIVE BIG.
Ajit Nawalkha was born in Jaipur, Rajasthan – India. He grew up in a home with 23 other family members under one roof. Clearly, in such conditions space and money were limited. Early in life, he decided that he wanted a bigger life.
So, he learned that if he was to “make it in life” the choice laid between 3 options: a career of a lawyer, a doctor or of an engineer. Trying to follow the traditional path, Ajit opted for the latest… Only to be standing in front of his family a few years later, announcing that he has chosen a path of an entrepreneur instead.
Online education was at its early stages, Facebook had just come out, believing there were any money or success in that field felt rather as an insanity. Despite family concerns, he dropped his engineering study to pursue a career in business. He started as a non-profit intern in Mindvalley – the same company where one day he would become a CEO.
Joining the company, he felt like he was finally surrounded by people who understood him and spoke his language. Finally, having found his natural environment, Ajit started growing at exponential rate. He quickly moved from a non-profit intern to a department head and then to CEO of the company. That seemed like a dream-come-true.
Ajit had also started his career as an entrepreneur and business investor. He started working with business owners, teachers, and healers, helping them to grow their business. Suddenly the position of the CEO did not seem like the top of his career. Ajit felt his passion and purpose revolved around helping coaches, authors, speakers, and entrepreneurs create a positive impact in the greater world.
So, having achieved what seemed like a pick of the business career before 30, he was starting fresh once again. His company Evercoach was born. Evercoach is a virtual hub for coaches. Ajit’s life was transformed by smart, gifted coaches and mentors, and this motivated him to become a coach himself. His mission is to empower dedicated educators, coaches and teachers to facilitate positive change in the world.
Ajit formulated his own leadership approach. Confronting traditional business education, he advocates for “leader of none” approach, believing you are only as brilliant as people that follow you.
Over the past decade he has helped build training and coaching companies to inspire the coming generation, transform entrepreneurs to live on purpose, while enjoying their lives while increasing profits.
Ajit currently lives in Los Angeles, California and loves to explore the world, learn different cuisines, write, and spending time with his wife Neeta and his son.
Tweetable Quotes and Mentions
Listen to #ajitnawalkha to get over the hump on the @FastLeaderShow – Click to Tweet  
“As a leader you’re not just a role model, you need to create other role models.” – https://www.fastleader.net/?p=14247 https://www.fastleader.net/michaelpace/#respond https://www.fastleader.net/michaelpace/feed/ 0 <p>Michael Pace Show Notes Page Michael Pace built the first social customer service team and became recognized as an industry expert. He used this fame to launch his own customer experience consultancy and then the reality of running a business that must deliver an exceptional customer experience became his personal challenge. Michael was born and [...]</p> <p>The post <a rel="nofollow" href="https://www.fastleader.net/michaelpace/">207: Michael Pace: Everybody is going to come to me</a> appeared first on <a rel="nofollow" href="https://www.fastleader.net">Fast Leader Show Podcast</a>.</p> Michael Pace Show Notes Page

Michael Pace built the first social customer service team and became recognized as an industry expert. He used this fame to launch his own customer experience consultancy and then the reality of running a business that must deliver an exceptional customer experience became his personal challenge.

Michael was born and raised in Sparta, New Jersey. He is the oldest of three, and has a brother and sister, both still living in NJ. He also has five step brothers and sisters, all with loads of kids of their own and he’s an uncle to 12.

Growing up, like George Constanza on Seinfeld, he wanted to be an architect or an engineer. But after seeing all the math he would have to take in college, he switched his major to Sports Management. After college, Michael left for Orlando which was becoming an exciting sports town. But after finding only internships, he landed a role with a travel agency, selling trips to the Bahamas COD (Cash on Delivery for anyone less than 40 years old).

They would hand him a phone book each day, and he would call. He hated this job. It was like “Boiler Room” with corny rebuttals and canned responses. In the late 90’s, he had an opportunity to move back home to NJ and began working at Tiffany & Co. where he discovered that he truly enjoyed helping people and Customer Service.

After a few years with Tiffany & Co., Michael moved to Massachusetts to be with his new wife and started with a new division of Capital One managing the contact center that focused on selling installment loans for elective medical financing. Michael moved into an Operations Program Management role, building out this division’s telephony and case management systems.

Eventually, he took on IT projects and continued to build out Operations. In 2006, he took over all Contact Center activities for the division. In 2008, when the financial markets blew up, Capital One needed to shut down his division.

But as one door closes, another opens, and he had a unique opportunity with Constant Contact to build out the bleeding edge of Customer Service for the SaaS-based newsletter leader. His role encompassed the strategy and analysis for the group, WFM, process management, outsourcer relations, knowledge management teams, and the one of the first social customer service teams.

In 2012, he decided to start his own consultancy, The Pace of Service. Since then he has worked with companies like Citizens Bank, David Yurman, Tory Burch, Blue Nile, Rue La La, Conversocial, and a number of start-ups. He is also the President of the Northeast Contact Center Forum.

Michael is now a single dad to Brayden who loves soccer, especially British Premier League “Futbol”. They live in Foxboro, Massachusetts only a few steps away from Gillette Stadium, even though he is a Dallas Cowboys fan.

Tweetable Quotes and Mentions

Listen to @micpace to get over the hump on the @FastLeaderShow – Click to Tweet 

“Successful customers and associates are what make companies widely successful.” – Click to Tweet  

“Customer service and experience should be customer centric, right?” – Click to Tweet  

“What customers are looking for is to be successful with why they are with you.” – Click to Tweet  

“Customer experience is not just about customer service, it’s about all the senses.” – Click to Tweet  

“There’s always this mix of both relationship and behaviors going on simultaneously.” – Click to Tweet  

“To get people to follow you, it’s more than just actions, you have to build rapport and relationships.” – Click to Tweet  

Get Your Updates & Offers

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Hump to Get Over

Michael Pace built the first social customer service team and became recognized as an industry expert. He used this fame to launch his own customer experience consultancy and then the reality of running a business that must deliver an exceptional customer experience became his personal challenge.

Advice for others

Help people around you to become more successful.

Holding him back from being an even better leader

Working on my communication. Getting my value proposition clear and succinct.

Best Leadership Advice

You have to be able to build rapport and relationships with people.

Secret to Success

Jack of all trades.

Best tools in business or life

Having great mentors and people to soundboard against.

Recommended Reading

The 360 Degree Leader: Developing Your Influence from Anywhere in the Organization

Contacting Michael Pace

Website: https://thepaceofservice.com/

Twitter: https://twitter.com/micpace

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

Resources and Show Mentions

Northeast Contact Center Forum

Call Center Coach

An Even Better Place to Work


Subscribe to the Show on iTunes (Quick and simple!)

  1. Sign into iTunes using your ID and password
  2. Search the iTunes store for “Fast Leader Show”
  3. Click on the Subscribe button. It’s in the upper left corner of the screen.

Give Me a Rating or Review on iTunes (Also simple)

  1. Sign into iTunes using your ID and password
  2. Search the iTunes store for “Fast Leader Show”
  3. Click on “Ratings and Reviews”
  4. Give us a rating. Thank you for going ahead and leaving a “review” as well

The post 207: Michael Pace: Everybody is going to come to me appeared first on Fast Leader Show Podcast.

]]> Michael Pace Show Notes Page Michael Pace built the first social customer service team and became recognized as an industry expert. He used this fame to launch his own customer experience consultancy and then the reality of running a business that must... Michael Pace built the first social customer service team and became recognized as an industry expert. He used this fame to launch his own customer experience consultancy and then the reality of running a business that must deliver an exceptional customer experience became his personal challenge.
Michael was born and raised in Sparta, New Jersey. He is the oldest of three, and has a brother and sister, both still living in NJ. He also has five step brothers and sisters, all with loads of kids of their own and he’s an uncle to 12.
Growing up, like George Constanza on Seinfeld, he wanted to be an architect or an engineer. But after seeing all the math he would have to take in college, he switched his major to Sports Management. After college, Michael left for Orlando which was becoming an exciting sports town. But after finding only internships, he landed a role with a travel agency, selling trips to the Bahamas COD (Cash on Delivery for anyone less than 40 years old).
They would hand him a phone book each day, and he would call. He hated this job. It was like “Boiler Room” with corny rebuttals and canned responses. In the late 90’s, he had an opportunity to move back home to NJ and began working at Tiffany & Co. where he discovered that he truly enjoyed helping people and Customer Service.
After a few years with Tiffany & Co., Michael moved to Massachusetts to be with his new wife and started with a new division of Capital One managing the contact center that focused on selling installment loans for elective medical financing. Michael moved into an Operations Program Management role, building out this division’s telephony and case management systems.
Eventually, he took on IT projects and continued to build out Operations. In 2006, he took over all Contact Center activities for the division. In 2008, when the financial markets blew up, Capital One needed to shut down his division.
But as one door closes, another opens, and he had a unique opportunity with Constant Contact to build out the bleeding edge of Customer Service for the SaaS-based newsletter leader. His role encompassed the strategy and analysis for the group, WFM, process management, outsourcer relations, knowledge management teams, and the one of the first social customer service teams.
In 2012, he decided to start his own consultancy, The Pace of Service. Since then he has worked with companies like Citizens Bank, David Yurman, Tory Burch, Blue Nile, Rue La La, Conversocial, and a number of start-ups. He is also the President of the Northeast Contact Center Forum.
Michael is now a single dad to Brayden who loves soccer, especially British Premier League “Futbol”. They live in Foxboro, Massachusetts only a few steps away from Gillette Stadium, even though he is a Dallas Cowboys fan.
Tweetable Quotes and Mentions
Listen to @micpace to get over the hump on the @FastLeaderShow – Click to Tweet 
“Successful customers and associates are what make companies widely successful.” – Click to Tweet  
“Customer service and experience should be customer centric, right?” – https://www.fastleader.net/?p=14225 https://www.fastleader.net/karenchaston/#respond https://www.fastleader.net/karenchaston/feed/ 0 <p>Karen Chaston Show Notes Page Karen Chaston tragically lost her son Dan and she went straight back to work. She knew how to be a CFO, not a grieving mother. Eventually, she learned that his passing was meant for her to wake up. She now knows that you can have that career, but it doesn’t [...]</p> <p>The post <a rel="nofollow" href="https://www.fastleader.net/karenchaston/">206: Karen Chaston: I did not honor myself</a> appeared first on <a rel="nofollow" href="https://www.fastleader.net">Fast Leader Show Podcast</a>.</p> Karen Chaston Show Notes Page

Karen Chaston tragically lost her son Dan and she went straight back to work. She knew how to be a CFO, not a grieving mother. Eventually, she learned that his passing was meant for her to wake up. She now knows that you can have that career, but it doesn’t have to come at a cost to you.

Karen was born and raised in Sydney Australia. She is the third oldest of 6 girls and 1 boy. The boy is the baby and even now at 53, he’s still the golden child!!

Her parents were married for just under 52 years. Sadly, her dad passed away in 2003, though her mum is still going strong at 88.

In 1973, at age 16 Karen gave birth to a daughter who she adopted out. Karen then decided to not complete her final year of high school and started her banking career which lasted for 10 years.

At the age of 19, she moved north to the Gold Coast which is in South Queensland (another Australian state) with her then boyfriend Andrew. She married Andrew a year later in 1978. Earlier this year they celebrated their 40th wedding anniversary.

They have three boys Ben (37) Josh (34) and Dan. Josh and Dan were twins, unfortunately Dan passed away at age 27 in July 2011.

After the twins were born, she took six months off and then she was offered a 4-week casual job at Dreamworld (a theme park on the Gold Coast), which lasted 14 years. In 1996, when she was Financial Systems Manager, her CFO boss suggested that if she ever wanted to be paid what she thought she was worth she had better go and get her bit of paper. She listened. Then whilst working full time from 1996 -1999 she studied part time at Bond University for Master of Accounting Degree (life was her undergrad). Then in 2001 she was granted her CPA status.

From there she rose the corporate ladder very quickly, eventuating with her and Andrew returning to Sydney to be the Chief Financial Officer (CFO) of a publicly listed company form 2008-2013.

After losing her son in 2011 and then 15 months later, choosing redundancy (being laid off) she started on her journey to becoming her own best friend. A journey through life’s university, empowering her with the wisdom to become an author, speaker, trainer, radio co-host and ultimately, her founding the Live Love By Design brand which includes online and offline programs, book, soon to be released Live Love By Design TV and Live Love: Give Back to Teens Project.

Karen and Andrew currently live in Sydney, but plan to move back to Queensland soon.

Tweetable Quotes and Mentions

Listen to @KarenChaston4u to get over the hump on the @FastLeaderShow – Click to Tweet

“Everything starts with you, where a lot of time, we tend to put ourselves last.” – Click to Tweet

“How often do we end up fighting with colleagues, all because we haven’t taken the time to look at them from a different perspective.” – Click to Tweet 

“We’re constantly not only battling against our peers, but our self as well.” – Click to Tweet 

“We self-sabotage, so many times.” – Click to Tweet 

“It’s about being more conscious in everything you do.” – Click to Tweet 

“How many roles do we play during a day?” – Click to Tweet 

“When you have great relationships, especially with yourself, everything is just easier.” – Click to Tweet 

“It’s all about you actually understanding what you want out of life.” – Click to Tweet 

“So many times, we don’t even define what success means to us, we take on someone else’s definition.” – Click to Tweet

“There’s a million ways to look at anything, but we get stuck in, this is the way we do things.” – Click to Tweet

“We all forget to breathe, properly.” – Click to Tweet 

“You can have it all, but when you drift apart from who you are, life doesn’t work.” – Click to Tweet 

“It will take you nine months to birth your new way of life.” – Click to Tweet 

“When you start to change, everyone around you will start to change.” – Click to Tweet 

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Hump to Get Over

Karen Chaston tragically lost her son Dan and she went straight back to work. She knew how to be a CFO, not a grieving mother. Eventually, she learned that his passing was meant for her to wake up. She now knows that you can have that career, but it doesn’t have to come at a cost to you.

Advice for others

You are the only person you are going to spend your entire life with. So, put yourself first, find your strength, courage and truth to make sure you live a life that is true to you.

Holding her back from being an even better leader

Not really very much. I’m only in competition with “yesterday me”.

Best Leadership Advice

Schedule everything in your calendar. Look to if it’s been your joy, moving you closer to your goal, if you should delegate it, or eliminate it.

Secret to Success

I genuinely listen to people and myself. I keep asking questions, is there an easier way of doing this better.

Best tools in business or life

Constantly monitoring my goals and how I’m closing gaps in each pillar under the live love way of life.

Recommended Reading

The Top Five Regrets of the Dying: A Life Transformed by the Dearly Departing

A Journey To Becoming Your Own Best Friend: A Woman’s Guide To Getting Out of Her Own Way

Contacting Karen Chaston

Website: http://www.karenchaston.com.au/

Twitter: https://twitter.com/KarenChaston4u

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

Resources and Show Mentions

Call Center Coach

An Even Better Place to Work


Subscribe to the Show on iTunes (Quick and simple!)

  1. Sign into iTunes using your ID and password
  2. Search the iTunes store for “Fast Leader Show”
  3. Click on the Subscribe button. It’s in the upper left corner of the screen.

Give Me a Rating or Review on iTunes (Also simple)

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The post 206: Karen Chaston: I did not honor myself appeared first on Fast Leader Show Podcast.

]]> Karen Chaston Show Notes Page Karen Chaston tragically lost her son Dan and she went straight back to work. She knew how to be a CFO, not a grieving mother. Eventually, she learned that his passing was meant for her to wake up. Karen Chaston tragically lost her son Dan and she went straight back to work. She knew how to be a CFO, not a grieving mother. Eventually, she learned that his passing was meant for her to wake up. She now knows that you can have that career, but it doesn’t have to come at a cost to you.
Karen was born and raised in Sydney Australia. She is the third oldest of 6 girls and 1 boy. The boy is the baby and even now at 53, he’s still the golden child!!
Her parents were married for just under 52 years. Sadly, her dad passed away in 2003, though her mum is still going strong at 88.
In 1973, at age 16 Karen gave birth to a daughter who she adopted out. Karen then decided to not complete her final year of high school and started her banking career which lasted for 10 years.
At the age of 19, she moved north to the Gold Coast which is in South Queensland (another Australian state) with her then boyfriend Andrew. She married Andrew a year later in 1978. Earlier this year they celebrated their 40th wedding anniversary.
They have three boys Ben (37) Josh (34) and Dan. Josh and Dan were twins, unfortunately Dan passed away at age 27 in July 2011.
After the twins were born, she took six months off and then she was offered a 4-week casual job at Dreamworld (a theme park on the Gold Coast), which lasted 14 years. In 1996, when she was Financial Systems Manager, her CFO boss suggested that if she ever wanted to be paid what she thought she was worth she had better go and get her bit of paper. She listened. Then whilst working full time from 1996 -1999 she studied part time at Bond University for Master of Accounting Degree (life was her undergrad). Then in 2001 she was granted her CPA status.
From there she rose the corporate ladder very quickly, eventuating with her and Andrew returning to Sydney to be the Chief Financial Officer (CFO) of a publicly listed company form 2008-2013.
After losing her son in 2011 and then 15 months later, choosing redundancy (being laid off) she started on her journey to becoming her own best friend. A journey through life’s university, empowering her with the wisdom to become an author, speaker, trainer, radio co-host and ultimately, her founding the Live Love By Design brand which includes online and offline programs, book, soon to be released Live Love By Design TV and Live Love: Give Back to Teens Project.
Karen and Andrew currently live in Sydney, but plan to move back to Queensland soon.
Tweetable Quotes and Mentions
Listen to @KarenChaston4u to get over the hump on the @FastLeaderShow – Click to Tweet
“Everything starts with you, where a lot of time, we tend to put ourselves last.” – Click to Tweet
“How often do we end up fighting with colleagues, all because we haven’t taken the time to look at them from a different perspective.” – https://www.fastleader.net/?p=14193 https://www.fastleader.net/josephmichelli/#respond https://www.fastleader.net/josephmichelli/feed/ 0 <p>Joseph Michelli Show Notes Page Joseph Michelli now helps organizations deliver extraordinary customer and employee experiences. But in his early twenties he was all about himself until he began a journey that taught him about commitment, the power of teams and building a greater legacy. Joseph was born in Raton, New Mexico and raised in [...]</p> <p>The post <a rel="nofollow" href="https://www.fastleader.net/josephmichelli/">205: Joseph Michelli: Getting over my bad self</a> appeared first on <a rel="nofollow" href="https://www.fastleader.net">Fast Leader Show Podcast</a>.</p> Joseph Michelli Show Notes Page

Joseph Michelli now helps organizations deliver extraordinary customer and employee experiences. But in his early twenties he was all about himself until he began a journey that taught him about commitment, the power of teams and building a greater legacy.

Joseph was born in Raton, New Mexico and raised in Florence, Colorado. He was an only child, from an intact Italian, blue-collar family. At an early age, he was adopted after being found in a trash can.

Joseph’s first jobs were on his uncle’s dairy farm after which he began a career as a radio disc jockey at age 13. Continuing as a union musician and radio personality through college, he worked as an organizational development specialist after receiving his Ph.D. from the University of Southern California.

Dr. Joseph Michelli helps leaders and business owners define and build memorable brands. He activates people, processes, and technology to consistently deliver service experiences that drive loyalty and sustained profits.

He a Wall Street Journal, USA Today, Publishers Weekly, Nielson Bookscan and New York Times #1 bestselling author. His latest book is Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way.

Joseph’s other titles include Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People, The Zappos Experience: 5 Principles to Inspire Engage and WOW, Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System, The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company, and When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the “World Famous” Pike Place Fish Market in Seattle.

Having journeyed with a close family member through a six-year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer as well as abating world hunger. He believes his greatest legacy is his two adult children’s kindness toward others and their servant’s hearts.

Joseph currently lives in St. Petersburg, Florida.

Tweetable Quotes and Mentions

Listen to @josephmichelli to get over the hump on the @FastLeaderShow – Click to Tweet

“A lot of us have de-conditioned our otherness and we’re pretty focused on our self-needs.” – Click to Tweet

“There is profit to be made in greater customer care.” – Click to Tweet

“Employees treat people better if you treat them well.” – Click to Tweet

“Those who are holding on to legacy service delivery models that worked for them but not for the consumer are going to perish.” – Click to Tweet

“You’ve got to think about where is the customer going to be in the future.” – Click to Tweet

“What do we need to do given the predictions of the exponential growth of technology?” – Click to Tweet

“The disruption space is really where you should be thinking.” – Click to Tweet

“Journey mapping is a step up from a time when we drug our knuckles in the cave and said it’s all about us.” – Click to Tweet

“We need to think future backwards along with journey mapping.” – Click to Tweet

“Build touchpoints that are relevant from the consumer world based on where we see the consumer going.” – Click to Tweet

“You often fail at your complacency moments.” – Click to Tweet

“Success is hard but sustaining success is harder.” – Click to Tweet

“People are the ones that let you down, that’s where your brand falls apart.” – Click to Tweet

“You can convince yourself of anything inside the system.” – Click to Tweet

“We have to train people to be very adaptive and pivot.” – Click to Tweet

“The more I focus on service the more life works itself out.” – Click to Tweet

“The more I try to calculate my own destiny the less I’m focused on the needs of others.” – Click to Tweet

“What can we create with other people in the service of others?” – Click to Tweet

“What’s your personal lasting goal, what do you want to be known for?” – Click to Tweet

“What’s your life-long brand going to be about?” – Click to Tweet

“It is more important to care about people than anything else in the entire planet.” – Click to Tweet

“Caring about people is the insurance plan for your future.” – Click to Tweet

“You don’t need to have all of the answers, you need to ask really smart questions.” – Click to Tweet

Get Your Updates & Offers

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Hump to Get Over

Joseph Michelli now helps organizations deliver extraordinary customer and employee experiences. But in his early twenties he was all about himself until he began a journey that taught him about commitment, the power of teams and building a greater legacy.

Advice for others

It is more important to care about people than anything else in the entire planet. Caring about people is the insurance plan for your future.

Holding him back from being an even better leader

Thinking I need to have all of the answers.

Best Leadership Advice

You don’t need to have all of the answers, you need to ask really smart questions.

Secret to Success

The power of emotional intelligence.

Best tools in business or life

Mentors and colleagues who are kind enough to be on the board of directors of my life and guide me whenever I am in doubt.

Recommended Reading

Contacting Joseph Michelli

Website: www.josephmichelli.com

Twitter: https://twitter.com/josephmichelli

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

Resources and Show Mentions

Call Center Coach

An Even Better Place to Work


Subscribe to the Show on iTunes (Quick and simple!)

  1. Sign into iTunes using your ID and password
  2. Search the iTunes store for “Fast Leader Show”
  3. Click on the Subscribe button. It’s in the upper left corner of the screen.

Give Me a Rating or Review on iTunes (Also simple)

  1. Sign into iTunes using your ID and password
  2. Search the iTunes store for “Fast Leader Show”
  3. Click on “Ratings and Reviews”
  4. Give us a rating. Thank you for going ahead and leaving a “review” as well

The post 205: Joseph Michelli: Getting over my bad self appeared first on Fast Leader Show Podcast.

]]> Joseph Michelli Show Notes Page Joseph Michelli now helps organizations deliver extraordinary customer and employee experiences. But in his early twenties he was all about himself until he began a journey that taught him about commitment, Joseph Michelli now helps organizations deliver extraordinary customer and employee experiences. But in his early twenties he was all about himself until he began a journey that taught him about commitment, the power of teams and building a greater legacy.
Joseph was born in Raton, New Mexico and raised in Florence, Colorado. He was an only child, from an intact Italian, blue-collar family. At an early age, he was adopted after being found in a trash can.
Joseph’s first jobs were on his uncle’s dairy farm after which he began a career as a radio disc jockey at age 13. Continuing as a union musician and radio personality through college, he worked as an organizational development specialist after receiving his Ph.D. from the University of Southern California.
Dr. Joseph Michelli helps leaders and business owners define and build memorable brands. He activates people, processes, and technology to consistently deliver service experiences that drive loyalty and sustained profits.
He a Wall Street Journal, USA Today, Publishers Weekly, Nielson Bookscan and New York Times #1 bestselling author. His latest book is Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way.
Joseph’s other titles include Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People, The Zappos Experience: 5 Principles to Inspire Engage and WOW, Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System, The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company, and When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the “World Famous” Pike Place Fish Market in Seattle.
Having journeyed with a close family member through a six-year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer as well as abating world hunger. He believes his greatest legacy is his two adult children’s kindness toward others and their servant’s hearts.
Joseph currently lives in St. Petersburg, Florida.
Tweetable Quotes and Mentions
Listen to @josephmichelli to get over the hump on the @FastLeaderShow – Click to Tweet
“A lot of us have de-conditioned our otherness and we’re pretty focused on our self-needs.” – Click to Tweet
“There is profit to be made in greater customer care.” – https://www.fastleader.net/?p=14178 https://www.fastleader.net/mattbeckwith/#comments https://www.fastleader.net/mattbeckwith/feed/ 2 <p>Matt Beckwith Show Notes Page Matt Beckwith considered leaving his contact center job because he felt bogged down by the things he didn’t like about the job. He almost left, and then his boss asked him some very insightful questions that helped him find clarity almost instantly. Matt Beckwith grew up in the central valley [...]</p> <p>The post <a rel="nofollow" href="https://www.fastleader.net/mattbeckwith/">204: Matt Beckwith: I almost left the contact center</a> appeared first on <a rel="nofollow" href="https://www.fastleader.net">Fast Leader Show Podcast</a>.</p> Matt Beckwith Show Notes Page

Matt Beckwith considered leaving his contact center job because he felt bogged down by the things he didn’t like about the job. He almost left, and then his boss asked him some very insightful questions that helped him find clarity almost instantly.

Matt Beckwith grew up in the central valley California cities of Fresno and Stockton. He and his identical twin brother were in the middle of the pack of four other brothers and a sister, all from his parents’ other marriages.

Matt’s parents were both self-employed and taught all their children the value of hard work but begged them not to go into business for themselves. Matt’s mother was an employment consultant, his father was a private substance abuse counselor, and they would share lessons about business, finance, and customer service. Matt was very young when his mother taught him the law of supply and demand and how a natural market could set the price for a product.

Matt worked in restaurants early in his life and very much enjoyed the fast-paced hectic world of full-service restaurants. But the restaurant life was not for him and he set out to start a career.

Nearly 25 years ago, Matt was newly married and scored an interview at the local pencil factory. The babysitter arrived late, which caused Matt to arrive late to his appointment. They would not allow him to interview. He sulked for a while before learning that the phone company was hiring directory assistance operators. Having always been fascinated with the history of the telephone, Matt jumped at the chance and within a few weeks he had started his new job as a 411 operator.

Matt spent just one year as a 411 operator before moving on to another company (at a time when it was considered crazy to leave the phone company) where he quickly started to take on training and supervisory roles. Matt has spent the years since then leading customer service and sales contact centers in various industries, from banking to healthcare to pest control.

He is currently the Contact Center Director for Clark Pest Control, one of the largest and most successful pest control companies in the US. Matt is a proud contact center geek and enjoys connecting with other contact center leaders all over the world. He is a 2018 ICMI featured contributor and Call Center Demo speaker and panelist, and Frost & Sullivan conference advisory board member and panelist. Matt also serves on the steering committee for the Northern California Contact Center Association and writes the blog, contactcentergeek.com.

Matt is an avid cyclist and part-time runner, who recently completed his first marathon. He is also an active board member for the San Joaquin Bike Coalition.

Matt and his lovely wife, Dawn, live in beautiful Stockton, California. Together, they are most proud of the job they did raising their two amazing daughters, Emily and Makenzy. Makenzy is a second-year business student at San Jose State University and Emily and her husband Garrett have given Matt and Dawn the greatest gifts they could have ever asked for, two wonderful grandchildren, Avery and Maverick.

Tweetable Quotes and Mentions

Listen to @mattbikewith to get over the hump on the @FastLeaderShow – Click to Tweet

“We have to do more outreach as an industry to get people to want to work in a contact center.” – Click to Tweet 

“Like with any technology, it just makes challenges we’ve had in the past, bigger.” – Click to Tweet 

“There’s more scale today and there’s more at stake.” – Click to Tweet 

“We are the most customer-friendly organization I have seen in my entire life.” – Click to Tweet 

“We can get even better than we are today if we look at it holistically.” – Click to Tweet 

“It’s about taking those inputs from the outside and synthesizing them for our own customer base.” – Click to Tweet 

“To a fault, we think of our self as the customer. That’s a trap.” – Click to Tweet 

“We start learning and creating real innovation by looking outside of our business.” – Click to Tweet 

“Don’t tell me who you are, show me who you are.” @mattbikewith @FastLeaderShow – Click to Tweet 

“The things you think are the biggest issues today, in another month or year, you’re not going to think that.” – Click to Tweet 

Get Your Updates & Offers

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Hump to Get Over

Matt Beckwith considered leaving his contact center job because he felt bogged down by the things he didn’t like about the job. He almost left, and then his boss asked him some very insightful questions that helped him find clarity almost instantly.

Advice for others

Let go. Live in the moment. The things you think are the biggest issues today, in another month or year, you’re not going to think that.

Holding him back from being an even better leader

Doubt and fear. Less than it was yesterday.

Best Leadership Advice

It will always be about your people. Nothing matters before your people.

Secret to Success

Life is too much fun and leave to chance – plan it out. I plan my week, I plan my month, I plan my year.

Best tools in business or life

Manager tools podcast.

Recommended Reading

Freakonomics [Revised and Expanded]: A Rogue Economist Explores the Hidden Side of Everything

Contacting Matt Beckwith

Website: https://contactcentergeek.com/

Website: https://www.mattbeckwith.com/

Twitter: https://twitter.com/mattbikewith

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

Resources and Show Mentions

Call Center Coach

An Even Better Place to Work


Subscribe to the Show on iTunes (Quick and simple!)

  1. Sign into iTunes using your ID and password
  2. Search the iTunes store for “Fast Leader Show”
  3. Click on the Subscribe button. It’s in the upper left corner of the screen.

Give Me a Rating or Review on iTunes (Also simple)

  1. Sign into iTunes using your ID and password
  2. Search the iTunes store for “Fast Leader Show”
  3. Click on “Ratings and Reviews”
  4. Give us a rating. Thank you for going ahead and leaving a “review” as well

The post 204: Matt Beckwith: I almost left the contact center appeared first on Fast Leader Show Podcast.

]]> Matt Beckwith Show Notes Page Matt Beckwith considered leaving his contact center job because he felt bogged down by the things he didn’t like about the job. He almost left, and then his boss asked him some very insightful questions that helped him fin... Matt Beckwith considered leaving his contact center job because he felt bogged down by the things he didn’t like about the job. He almost left, and then his boss asked him some very insightful questions that helped him find clarity almost instantly.
Matt Beckwith grew up in the central valley California cities of Fresno and Stockton. He and his identical twin brother were in the middle of the pack of four other brothers and a sister, all from his parents’ other marriages.
Matt’s parents were both self-employed and taught all their children the value of hard work but begged them not to go into business for themselves. Matt’s mother was an employment consultant, his father was a private substance abuse counselor, and they would share lessons about business, finance, and customer service. Matt was very young when his mother taught him the law of supply and demand and how a natural market could set the price for a product.
Matt worked in restaurants early in his life and very much enjoyed the fast-paced hectic world of full-service restaurants. But the restaurant life was not for him and he set out to start a career.
Nearly 25 years ago, Matt was newly married and scored an interview at the local pencil factory. The babysitter arrived late, which caused Matt to arrive late to his appointment. They would not allow him to interview. He sulked for a while before learning that the phone company was hiring directory assistance operators. Having always been fascinated with the history of the telephone, Matt jumped at the chance and within a few weeks he had started his new job as a 411 operator.
Matt spent just one year as a 411 operator before moving on to another company (at a time when it was considered crazy to leave the phone company) where he quickly started to take on training and supervisory roles. Matt has spent the years since then leading customer service and sales contact centers in various industries, from banking to healthcare to pest control.
He is currently the Contact Center Director for Clark Pest Control, one of the largest and most successful pest control companies in the US. Matt is a proud contact center geek and enjoys connecting with other contact center leaders all over the world. He is a 2018 ICMI featured contributor and Call Center Demo speaker and panelist, and Frost & Sullivan conference advisory board member and panelist. Matt also serves on the steering committee for the Northern California Contact Center Association and writes the blog, contactcentergeek.com.
Matt is an avid cyclist and part-time runner, who recently completed his first marathon. He is also an active board member for the San Joaquin Bike Coalition.
Matt and his lovely wife, Dawn, live in beautiful Stockton, California. Together, they are most proud of the job they did raising their two amazing daughters, Emily and Makenzy. Makenzy is a second-year business student at San Jose State University and Emily and her husband Garrett have given Matt and Dawn the greatest gifts they could have ever asked for, two wonderful grandchildren, Avery and Maverick.
Tweetable Quotes and Mentions
Listen to @mattbikewith to get over the hump on the @FastLeaderShow – Click to Tweet
“We have to do more outreach as an industry to get people to want to work in a contact center.” –