“The Power of G.L.U.E.” (Stan Phelps)

Stan Phelps: “The Power of G.L.U.E.”

Experience Architect, Forbes Contributor, and Author of several books on experience/engagement, Stan Phelps is interviewed.

Here’s what Stan covered for us:

  1. Let’s begin with G.L.U.E. What does it stand for and how was it inspired?
  2. I’m pretty sure they practice lagniappe at Chipotle…
  3. I came across one of your articles in Forbes, where you shared a “GLUE” experience of a Target customer…
  4. You have another great story about Panera Bread …     Other favorites?
  5. For those business owners who might be wondering, does this translate into dollars or is it just good will? Are the results quantifiable?
  6. Tell us about the role that employee engagement plays in all of this.
  7. What about the frontline employee who’d rather not give a little extra to that “rude” customer?
  8. You say that what we see as common sense is not always common practice. Why is that?
  9. How can we get more frontline employees thinking relationship, rather than transaction?
  10. You say that it’s all about reaching the hearts of our customers. Where does one begin, when it comes to developing this type of culture?
  11. Do you have a favorite interview question that helps to find a culture fit?
  12. Your background is in marketing – when and why did you pivot and niche?
  13. You say that nobody meets customer expectations?
  14. Some leaders are still of the belief that their employees should feel lucky just to have a job. What would you like to say to those leaders?

“Embracing Honesty in the Workplace” (Steven Gaffney)

Steven Gaffney: “Embracing Honesty in the Workplace”

Communications expert and author of several books on honesty, Steven Gaffney shares some of his wisdom in this energetic interview.

Here’s what Mr. Gaffney covered for us:

  1. You say the #1 problem you see in organizations is the lack of open/honest communication…
  2. It seems that one of your core messages is that it’s not about what people are saying, but what they’re not saying.
  3. People often avoid talking about the “elephant in the room.” Does it become too much of a distraction if we DON’T talk about it?
  4. This is an interesting niche and you’ve built quite a brand around honesty. How did this come to be?
  5. What about performance reviews? Should these be done in real time, rather than waiting for them as a calendar event?
  6. I’ve had execs tell me that their people – when asked if there’s anything they’d like to share (at a meeting, for example) – say nothing. This is clearly a symptom of what?
  7. We hear so much about “accountability.” How can we actually make it work?
  8. Speaking of meetings, how can we hold more effective ones that aren’t dreaded by staff?
  9. I find that most folks have a tough time apologizing and have to wonder … is it because they’re seeing guilt/blame/fault/shame when it’s really just about responsibility?
  10. When something goes sideways in a customer relationship (ball gets dropped) is it just best to come clean right away?
  11. You say honesty grows a business. Help us connect those dots.
  12. When you have an employee with a proven track record of dishonesty, what should you do?
  13. We often hear people begin with, “To be honest with you…” Is this good or bad?
  14. You say that many of us assume we’re usually right when in fact we’re more often wrong about our assumptions.
  15. You’ve got 21 rules for delivering difficult messages. Can you share a couple of those rules with us?
  16. You say that tone has 5 times more impact than the words we use…
  17.  What should we be doing to foster a culture of honesty in the workplace?
  18.  Does a lack of open/honest communication stifle innovation?

“The Impact of Being a CEO Without Awareness … and What to Do About It” (Ingar Grev)

Ingar Grev: The Impact of Being a CEO Without Awareness … and What to Do About It
With nearly 50,000 Twitter followers, Ingar Grev is:
• National writer for the Business Journals
• Served 7 years with the U.S. Navy
• Owner of The Growth Coach, DC

Here’s what Mr. Grev covered for us:

  1. You spent many years in the U.S. Navy – what can business leaders learn from military leaders?
  2. How can a business owner set themselves up to have a company that runs without them having to be there?
  3. You say that too many business owners have trouble making decisions…
  4. You shared a lesson on business growth as a result of a recent experience you had with your home security company…
  5. What are some of the warning signs that might alert a CEO that he/she lacks awareness?
  6. You say that, “They think they can strategize because they have the title of CEO…”
  7. What can you do about a CEO who REALLY needs a coach … but doesn’t see it for his/herself?
  8. How can a CEO know that they’re ready to handle growth?
  9. We hear a lot about accountability. How can we be more effective at holding others (and ourselves) more accountable?
  10.  You published a recent article on handling insubordination and dysfunctional teams…
  11. You have some thoughts on HOURS worked vs. VALUE of contribution from employees…
  12.  How involved should the CEO be in managing customer relationships?
  13.  One of your Business Journal articles a few years ago was titled, “It’s not about you when it comes to your business…”