Customer Service & Leadership from The Inside Out

B Shifter

24-10-2023 • 45 min

Ever wondered how the values and behaviors of individuals can reflect an entire organization? Or how the actions of our upbringing can follow us into our professional and personal lives? Join us, as we navigate these intriguing questions and much more in a captivating discussion centered around leadership dynamics, especially in emergency services. We delve into the critical role of customer service, both within and outside an organization, and how it can shape the collective perception of the entity. We also unearth the unique concept of "following ugly kids home," illustrating how our actions can mirror our upbringing or immediate surroundings.

We don't stop there. We venture into the world of leadership styles and the dynamics within an organization. Sharing effective strategies to foster a healthy work environment, even in the face of internal disagreements or "shift wars," we reveal the negative influence of unsupportive bosses and emphasize the need for accountability in leadership. We touch on the importance of empathy and respectful treatment of all individuals, regardless of their attitudes or actions, highlighting the significance of an empathetic leadership approach.

Rounding off, we tackle the challenge of improving behavior and accountability within fire departments using real-life examples. We explore the power of empathy, kindness, and excellent customer service in making a positive impact on individuals and enhancing the image of an organization. We wrap up with the essence of fostering a culture of excellence and creating a supportive work environment that encourages positive behavior and accountability. Get ready to revolutionize the way you view leadership and organizational dynamics with this enlightening conversation. Let's do this!

This episode features Nick Brunacini, Terry Garrison, and John Vance.

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This episode was recorded on October 18, 2023 in Phoenix, AZ.