Monthly Archives: February 2017

Connection, Clarity and Congratulations


My friend and mentor Scott Fay uses the words Purpose, Passion, and Plan as part of his mission statement. They paint a strong picture of the principles that Scott and his business stand for. Using words all starting with the same letter is a great way to make a point that stick with an audience.

In the past when speaking, I have used:

  • Three  Es Energy, Enthusiasm and Empathy
  • Three  Fs Faith, Family, and Friends
  • Three  Ls Live, Love, and Laugh

Today I want to share my Three Cs for leaders (and sales people) to illustrate that all influence and success begins with serving others.

Connection – To lead or influence others leaders (and sales people) must make personal connections with those they hope to influence. People do business with and follow people that they “Know Like and Trust”. It is the leader’s (and sales person’s) job to make that happen.  John Maxwell said it best in The 21 Irrefutable Laws of Leadership. “Leaders must touch a heart before asking for a hand.”

Clarity: Leaders (and sales people) must communicate a clear picture. They must cast a strong vision that includes all parties involved. They must set proper expectations and provide the tools that are needed to accomplish them. If followers understand the organization’s goals, how important they are to the mission they will accomplish amazing things. Remember that excellence begins with expectations. (I need another E to go with those two.)

 Congratulations: Great leaders are never stingy with recognition. They do it publicly and often. They give people an excellent reputation and expect that people live up to that reputation. Praise must be specific and tied back to the goal or mission. Three of the most important word that a leader can use are “I appreciate you.” They must be followed with what was done and how it affected the mission or goal.

 Have you ever had a leader who lived up to these Three Cs?  Please share your comments. I would love to hear more.

Phil is one of only one thousand leaders worldwide (representing nearly 100 countries) to be trained and certified by John C. Maxwell & his team, as part of the founder’s circle of coaches, speakers and teachers.
He is an experienced leader who brings a passionate, positive approach to developing people, driving sales through delivering outstanding customer service.
Phil can bring training on leadership, service and personal growth to your organization.



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The Times They are a Changing

Although grammatically lacking Bob Dylan’s classic song was all about change, but was Bob telling us anything new?

As leaders, sooner or later we are going to have to ask people to make changes. It is part of growing. How can we help those that we lead cope and adapt to change?

  • Paint and share a vivid picture of what the results will look like.
  • Involve others in the planning.
  • Share the plan to get there.
  • Practice – Congratulate the willingness to try.
  • Practice – Praise the attempt.
  • Practice – Congratulate the willingness to adjust.
  • Practice – Celebrate the success.

Why so much practice?  Because any new behaviour or skill takes, time to become second nature.

When you are trying to integrate a new skill, you will face the following phases:

Opposition – There is a tendency to stay with the familiar.

Uncertainty – When we start to apply new skills and behaviours, we feel unsure and unsteady.

Incorporation – with practice, we start to feel familiar with new skill or behaviour

Application – You become able to apply behaviour or skill to a new setting

Assimilation – Automatically and unconsciously performing new skill or behaviour

“People can’t live with change if there’s not a changeless core inside them. The key to the ability to change is a changeless sense of who you are, what you are about, and what you value.” Stephen Covey

How do you help others realize that the bend in the road is not the end of the road?

Phil is one of only one thousand leaders worldwide (representing nearly 100 countries) to be trained and certified by John C. Maxwell & his team, as part of the founder’s circle of coaches, speakers and teachers.
He works with organizations and individuals to increase sales, productivity and profitability by helping them improve their leadership, sales and customer service skills. He offers workshops, seminars, speaking, and coaching on delivering extraordinary customer service, leadership, and personal development.

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God Give Me Patience and Give it to Me Now!


When we think of qualities of great leaders, we often think of charisma, vision, empowerment, drive and many others.   One quality of effective leaders that you don’t often think about is patience.  We need to use patience because we deal with human beings.

As we all, know human beings are imperfect. It takes patience to work with people and accomplish an organization’s goals and objectives.  Although there are times, when impatience is called for, a great leader knows that often patience is the secret sauce to developing great leaders, accomplishing goals and move their organization forward.

In the Law of Process, my mentor, John Maxwell recommends that leaders develop the habit of reflecting on the past day, planning and prioritizing the coming day. Great leaders are constantly learning and growing from their experiences. This habit adds prospective and allows you to choose to push the important priorities and have patience when needed in other areas.

Patience is not accidental you have to anticipate where you might need it and be ready to use it when you least expect it. Every day, accept that you are going to meet someone who tries your patience. Decide that you will interact with that person with graciousness and maturity.

People develop best when we believe in them more than they believe in themselves, we understand that they are growing and will not always meet expectations.

  • How do you practice patience in your life?
  • How has a patient leader positively affected you?
Contact me to find out more about how I can work with you and your team to develop a culture of Outstanding service.

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The best way to encourage extraordinary service is to practice Servant Leadership!

562791_351850144916172_446110474_nYour co-workers are customers too

The best example of extraordinary service for your employees will always be the way you treat them. The Gallup organization has research that says, “There is a direct correlation between employee and customer satisfaction.”

Whether leading a business, a church a home or a team, leadership is all about serving people. Every time you interact with an employee, you as a leader have an opportunity to demonstrate exactly the service culture that you desire for your organization.

Here is a list of service expectations that you would expect from your employees and that they should expect from you as well.

  • Do be friendly and personable. MBWA (Management by Walking Around) Greet anyone you come in contact with within ten feet of you and smile and speak to each employee.
  • Do exceed their expectations. Don’t ever only do only what is expected of you and very little else. Above and beyond should be the rule for how you serve your team.
  • Do have a “Yes” mentality. Look for ways to say yes and not no. If the answer must be no, tell them and do your best to help them understand your reason for no. Don’t ever make excuses
  • Do take pride in what you wear and dress professionally. Your people will rarely dress better than their leader.
  • Do put others first. When you become a leader, you give up your right to think about yourself first. Leadership is always about others first.
  • Do give them all credit for victories.
  • Do choose your attitude. You set the tone for outstanding attitude. I had a new employee ask me once how I was always in a good mood.  I told her it was my choice and I chose to be.
  • Do connect with your people. Listen, Learn and then Lead.
  • Don’t ever ignore a coworker. Once again, Listen, Learn and then Lead.
  • Don’t ever argue with a coworker. Even if you are right nobody wins, particularly the next customer.
  • Don’t be condescending or arrogant. Treat your coworkers as people on the same level or as your equal.
  • Don’t publicly criticize.
  • Don’t disrespect their time. The new hires time is as valuable to the new hire and the CEO’s time is to the CEO.
  • Don’t be inflexible. When possible, be flexible. When it is not possible, explain why. Make people feel like a valued part of the team and that they have input to their situation.
  • Don’t be average . . . If you are the leader there are traits that make you above average. Do your best to be that each day.
  • Don’t stop learning and growing.  Keep an open mind. Once again Listen, Learn and then Lead!

Recently I was with John Maxwell and he told a group of us that when someone thinks of themselves first, they’re immature. They’re selfish and that’s okay when you’re a small child; however, it’s not okay when you’re 35, 45, 55, and you haven’t figured out that it’s not about you yet!

The phrase “Servant Leadership” was coined by Robert K. Greenleaf in The Servant as Leader, published in 1970. In that essay, he said:

The servant-leader is servant first… It begins with the natural feeling that one wants to serve, to serve first. Then conscious choice brings one to aspire to lead. That person is sharply different from one who is leader first; perhaps because of the need to assuage an unusual power drive or to acquire material possessions…The leader-first and the servant-first are two extreme types. Between them there are shadings and blends that are part of the infinite variety of human nature.

The difference manifests itself in the care taken by the servant-first to make sure that other people’s highest priority needs are being served. The best test, and difficult to administer, is: Do those served grow as persons? Do they, while being served, become healthier, wiser, freer, more autonomous, more likely themselves to become servants? And, what is the effect on the least

I would love to hear your comments and thoughts on this subject.

Contact me to find out more about how I can work with you and your team to develop a culture of excellent service.

Find out more about my services

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