People and Projects Podcast: Project Management Podcast
People and Projects Podcast: Project Management Podcast
Andy Kaufman
Welcome to the People and Projects Podcast, where we provide interviews and insights to help you lead people and deliver projects. Since 2009, this show is brought to you by speaker, author, and executive coach Andy Kaufman. If you're looking for insights on project management, leadership, and how AI influences both of those, you've come to the right place! And if you hold a project management certification, you can even earn free PDUs for listening!
PPP 410 | How to Grow Excellence In Yourself and Those You Lead, with Ryan Hawk
Summary In this episode, Andy Kaufman interviews Ryan Hawk, host of the Learning Leader podcast and author of the book The Score That Matters: Growing Excellence in Yourself and Those You Lead. They discuss the importance of valuing excellence and pursuing personal growth, as well as the dangers of comparing oneself to others and keeping score based on external metrics. They also explore the role of self-awareness and fear in leadership, and the importance of surrounding oneself with people who provide honest feedback. The conversation highlights the need for leaders to lead themselves first and develop transformational relationships. Sound Bites "The world isn't driven by jealousy, it's driven by envy." "Leading yourself first is mandatory before you lead anybody else." "Surround yourself with people who will give you honest feedback and be prepared to accept it." "They don't care about your pants. They care about their pants." "So if you're not ready to crush it, your business falls apart." "The fear is fuel." "How can I best serve these people? How can I give everything I got to help them to better their life?" Chapters 00:00 Introduction 02:09 Start of Interview 02:42 You Have To Value Excellence To Develop It 03:42 How Ryan's Family Influenced His View of Leadership 05:51 Where Scores Help Us (and Hurt Us) 10:39 What Are Some 'Outer Scoreboards' We Can Be Tempted To Fall For? 13:15 About Envy 14:23 You Have to Start By Leading Yourself 15:21 How to Be More Self-Aware 18:35 Learning How To Listen To Contrarian Feedback 21:15 What Holds Us Back? 22:54 Fear as Fuel 28:57 A Unique Way to Identify Your Core Values 32:27 What's The Quick Hack to Grow As a Leader? 35:41 Applying Leadership Ideas at Home 39:49 Interview Wrap Up 40:24 Andy Comments After the Interview 43:38 Outtakes Learn More You can learn more about Ryan, his book, and the Learning Leader podcast at LearningLeader.com. If you’d like more on this subject, here are some episodes to check out: Episode 391, with Adam Bryan about making the leap to being a leader Episode 242, with James Clear about his book on habits AI for Project Managers and Leaders With the constant stream of AI news, it's sometimes hard to grasp how these advancements can benefit us as project managers and leaders in our day-to-day work. That's why I developed our e-learning course: AI Made Simple: A Practical Guide to Using AI in Your Everyday Work. This self-guided course is designed for project managers and leaders aiming to harness AI's potential to enhance your work, streamline your workflow, and boost your productivity. Go to ai.i-leadonline.com to learn more and join us. The feedback from the program has been fantastic. Take this opportunity to unlock the potential of AI for your team and projects. Thank you for joining me for this episode of The People and Projects Podcast! Talent Triangle: Power Skills   The following music was used for this episode: Music: Tranceverse by Sascha Ende Free download: https://filmmusic.io/song/5223-tranceverse License (CC BY 4.0): https://filmmusic.io/standard-license Music: Tuesday by Sascha Ende Free download: https://filmmusic.io/song/2992-tuesday License (CC BY 4.0): https://filmmusic.io/standard-license
Apr 12
48 min
PPP 409 | Beyond Blaming and Cutting Corners: The Leader's Guide to Managing Risk, with author K. Scott Griffith
Summary In this episode, Andy talks with K. Scott Griffith about his new book, The Leader's Guide to Managing Risk. The book explores the importance of building resilience and reliability in projects, teams, and life. The conversation delves into the social and technical aspects of producing results, the need for human-resilient systems, and the impact of at-risk choices and cutting corners. It emphasizes the importance of recognizing and addressing risks, as well as creating a culture of safety and employee engagement. In this conversation, Scott discusses the importance of managing risks in projects and organizations. He emphasizes the need to create a culture of psychological safety where team members feel empowered to identify and report risks. Scott explains the process of managing risks, including balancing risk and reward, understanding and managing risks, and considering performance shaping factors. He also highlights the importance of building reliable systems and applies risk management principles to parenting. Whether you're a project manager, a leader in your organization, or someone interested in the art and science of risk management, this episode is packed with thought-provoking insights and strategies to help you lead with confidence and navigate uncertainties more effectively. Chapters 00:00 Introduction 02:52 Start of Interview 04:54 Why Tend to Focus on the People Instead of Systems When Things Fail 06:41 How Much Should You Invest in Mitigating Risks? 10:39 The Difference Between a One Off and a Pattern 13:36 We Often Learn the Wrong Lessons From When Things Go Right 16:27 Defining At-Risk Choices 21:42 How Can We Help Reduce At-Risk Choices? 27:40 How We Can Inadvertently Make It Worse as Leaders 29:42 The Process Doesn't Start With Firing the Manager! 41:04 How This Applies to Parenting 45:07 Interview Wrap Up 45:48 Andy Comments After the Interview 50:19 Outtakes Learn More You can learn more about Scott and his books at LeadersGuideToManagingRisk.com. If you’d like more on this subject, here are some episodes to check out: Episodes 49 and 50, with Dr. David Hillson, the "risk doctor" Episode 240, with Jim Detert about speaking up when it feels risky Episode 379, with Angie Morgan Witkowski about how to look at risk differently Check out Beacon by Anvilyard! In risk management, anticipating problems is half the battle. Now imagine a tool that brings this foresight into everyday project tracking, where goals are updated automatically, risks are forecasted early, and you're equipped to navigate setbacks before they arise. Beacon, a Jira App offered by our sponsor Anvilyard, gives you this power. By integrating with your Jira instance, Beacon makes it seamless to track and forecast the health of your project goals. It flags any goals at risk, giving you the foresight to course correct before your team misses. With Beacon, your team stays aligned and on track, effortlessly navigating toward success. I’ve been impressed with the tool, so check it out. You can learn more and try it for free by going to PeopleAndProjectsPodcast.com/beacon. Thanks! Thank you for joining me for this episode of The People and Projects Podcast! Talent Triangle: Ways of Working   The following music was used for this episode: Music: On Point by Steven O'Brien Available at: https://www.steven-obrien.net/ License (CC BY 4.0): https://filmmusic.io/standard-license Music: Energetic & Drive Indie Rock by TaigaSoundProd Available on YouTube: https://www.youtube.com/watch?v=HjeI1ViDB-c License (CC BY 4.0): https://filmmusic.io/standard-license
Mar 28
53 min
PPP 408 | When You Have to Deliver Bad News, Fire Someone, or Deal With A Dysfunctional Boss, with author Paul Falcone
Summary In this episode, Andy welcomes Paul Falcone to discuss his book The First-Time Manager: Leading Through Crisis. The conversation dives into common challenges faced by managers such as performance conversations, dealing with dysfunctional teams or bosses, and navigating situations like having to fire an employee or dealing with a younger (or older) manager scenario. Whether you're a new manager or been around for a while, there's insight in this episode for you. Chapters 00:00 Introduction 01:38 Start of Interview 03:02 Dealing with Performance Issues 10:10 Terminating Employment 13:54 Delivering Bad News 19:02 When You Have a Dysfunctional Boss 24:08 Empowering Leadership: Building a Creative and Innovative Team 26:04 Turning Around a Dysfunctional Team 28:15 The Fall Off the Planet Test 30:14 Earning Respect as a Young Manager 34:26 Addressing Profanity in the Workplace 37:24 End Of Interview 41:40 Outtakes Learn More You can learn more about Paul and his books at PaulFalconeHR.com/books. If you’d like more on this subject, here are some episodes to check out: Episode 360, with Janet Polach, about her book for first time managers Episode 368, with Jim Wetrich, on where good leaders go wrong Episode 358, with Donato Tramuto, on compassionate leadership Join us for LEAD52 I know you want to be a more confident leader--that’s why you listen to this podcast. LEAD52 is a global community of people like you who are committed to transforming their ability to lead and deliver. It’s 52 weeks of leadership learning, delivered right to your inbox, taking less than 5 minutes a week. And it’s all for free. Learn more and sign-up at GetLEAD52.com. Thanks! Thank you for joining me for this episode of The People and Projects Podcast! Talent Triangle: Power Skills   The following music was used for this episode: Music: Tranceverse by Sascha Ende Free download: https://filmmusic.io/song/5223-tranceverse License (CC BY 4.0): https://filmmusic.io/standard-license Music: Tuesday by Sascha Ende Free download: https://filmmusic.io/song/2992-tuesday License (CC BY 4.0): https://filmmusic.io/standard-license
Mar 18
46 min
PPP 407 | How to Get Your Message Read, Understood, and Acted Upon, with author Ben Guttmann
Summary In this episode, Andy interviews Ben Guttmann about his book, Simply Put: Why Clear Messages Win and How to Design Them. They discuss how to design and deliver messages that not only capture attention but also evoke meaningful responses. They delve into concepts like simplicity, fluency, and minimal messaging. Ben demonstrates how linguistic complexity can impact a message's success. Additionally, he shares practical examples, shedding light on how to make your communication more effective, regardless of your role in a project. Overall, the conversation highlights the importance of clear and effective communication in all aspects of life and work. Chapters 00:00 Introduction 01:49 Start of Interview 02:10 Defining the Book in Two Sentences 03:53 What Does It Mean to Be Simple? 04:30 How About Fluency? 09:54 They Don't Want The Drill, They Want the Hole 12:20 How Constraints Can Actually Help You 18:11 The Biggest No-Brainer in the Book 23:23 Removing Fluff 27:27 About Using Big Words 29:03 How AI Can Help 32:00 Interview Wrap Up 32:37 Andy Comments After the Interview 36:04 Outtakes Learn More You can learn more about Ben and his book at BenGuttmann.com. If you’d like more on this subject, here are some episodes to check out: Episode 378, with Bill McGowan, about saying it right the first time Episode 349, with Tina Kuhn, on how to communicate with different personalities Episode 342, with Krister Ungerbock about his book TalkShifts--how simple changes to what we say can make a difference Episode 195, with Celeste Headlee about her book We Need to Talk Join us for LEAD52 I know you want to be a more confident leader--that’s why you listen to this podcast. LEAD52 is a global community of people like you, who are committed to transforming their ability to lead and deliver. It’s 52 weeks of leadership learning, delivered right to your inbox, taking less than 5 minutes a week. And it’s all for free. Learn more and sign-up at GetLEAD52.com. Thanks! Thank you for joining me for this episode of The People and Projects Podcast! Talent Triangle: Power Skills   The following music was used for this episode: Music: Brooklyn Nights by Tim Kulig Free download: https://filmmusic.io/song/11192-brooklyn-nights License (CC BY 4.0): https://filmmusic.io/standard-license Music: Quantum Sparks [Full version] by MusicLFiles Free download: https://filmmusic.io/song/10996-quantum-sparks-full-version License (CC BY 4.0): https://filmmusic.io/standard-license
Mar 4
37 min
PPP 406 | How to Successfully Lead Teams and Deliver Projects: Career Lessons from Tara Miller
Summary In this episode, Andy interviews Tara Miller, a successful project manager and the founder of Artemis, a management consulting business. Tara shares her journey into project management and highlights the misconceptions about the role. She also discusses important lessons she has learned about leading people and delivering projects. Tara emphasizes the significance of building strong team dynamics and fostering individual connections. She provides practical management practices for leading and delivering projects, such as getting to know team members individually, creating team dynamics, and establishing a shared purpose. She also reflects on her personal journey to success, emphasizing the value of hard work and the support of others. Lastly, Tara provides advice for working parents and highlights the benefits of embracing chaos and taking risks. In the outtakes, Andy and Tara discuss the role of AI in project management and the potential impact on the future of work. Chapters 00:00 Introduction 01:29 Start of Interview 01:51 Tara's Journey to Project Management 04:49 Misunderstandings about Project Management 06:50 Lessons about Leading People and Delivering Projects 09:27 The Project Schedule is the Schedule for How the Project Will Not Occur 11:12 Practical Management Practices for Leading and Delivering Projects 16:24 POP: Personal Operating Profile 19:27 Corporate Mood Ring 20:29 Some of the Biggest People-Related Challenges 22:38 Navigating Change and Stakeholder Management 25:31 Lessons About Being a Successful Woman in Project Management 31:24 Thriving as a Working Parent 38:02 Interview Wrap Up 38:27 Andy Comments After the Interview 40:49 Outtakes Learn More You can learn more about Tara at ArtemisFactor.com. The Personal Operating Profile (POP) service that Tara mentions is available at HelloLLUNA.com/MakeAPOP. AI for Project Managers and Leaders With the constant stream of AI news, it's sometimes hard to grasp how these advancements can benefit us as project managers and leaders in our day-to-day work. That's why I developed our e-learning course: AI Made Simple: A Practical Guide to Using AI in Your Everyday Work. This self-guided course is designed for project managers and leaders aiming to harness AI's potential to enhance your work, streamline your workflow, and boost your productivity. Go to ai.i-leadonline.com to learn more and join us. The feedback from the program has been fantastic. Take this opportunity to unlock the potential of AI for your team and projects. Thank you for joining me for this episode of The People and Projects Podcast! Talent Triangle: Ways of Working   The following music was used for this episode: Music: Brooklyn Nights by Tim Kulig Free download: https://filmmusic.io/song/11192-brooklyn-nights License (CC BY 4.0): https://filmmusic.io/standard-license Music: Quantum Sparks [Full version] by MusicLFiles Free download: https://filmmusic.io/song/10996-quantum-sparks-full-version License (CC BY 4.0): https://filmmusic.io/standard-license
Feb 23
45 min
PPP 405 | How to Deliver Better Results, with Gil Broza
Summary In this episode, Andy Kaufman interviews Gil Broza about his new book, Deliver Better Results: How to Unlock Your Organization's Potential. They discuss the importance of systems thinking in value delivery and the six aspects of system fitness. Gil shares practical strategies for improving value delivery and emphasizes the significance of mindset over tactics. He also provides examples of successful transformations and offers resources available on the book's website. Takeaways Value delivery should be viewed as a system, not a collection of practices. Systems thinking helps identify the cause and effect relationships within a value delivery system. Understanding the effects of choices and actions is crucial for making informed decisions. The Square model provides a framework for assessing system fitness and improving value delivery. Successful transformations require a sequential and incremental approach, focusing on mindset and values. Resources on the book's website offer additional support for implementing the strategies discussed. Chapters 00:00 Introduction 02:22 Start of Interview 03:18 Understanding the Value Delivery System 04:13 Key Ideas from Systems Thinking 07:05 Avoiding Oversimplification in Cause and Effect 08:03 Considering the Effects of Choices and Actions 10:30 Introducing the Square Model 11:55 The Six Aspects of System Fitness 13:50 The Backstory of the Square Model 19:04 Sequential and Incremental Strategies for Improvement 21:25 The Importance of Mindset in Change 22:52 Differentiating Values and Beliefs 25:16 The Significance of Mindset over Tactics 28:08 Helping People Navigate Change 29:47 The Role of Fear in Change 30:05 The Concept of 'Committed, but not Attached' 32:41 Case Study: Agile Transformation in a Startup 39:17 Andy Comments After the Interview 42:32 Outtakes Learn More You can learn more about Gil and his book at DeliverBetterResultsBook.com. The free chapter that Gil mentioned is available at HeardOnPodcast.DeliverBetterResultsBook.com. No Freaking Idea! Do you know someone who is in college or maybe recently graduated? My experience is there are a growing number of people who dread being asked the question, “So, what’s the plan?” When it comes to their career, they have no freaking idea! I bring this up because we have a course entitled just that: No Freaking Idea: How to Navigate Career Uncertaity. It’s a career guide for people who don’t know what they want to do, and it has been so fun to hear the feedback on the course. Whether it’s you who is wondering about next steps in your career or a son or daughter and you'd like to give them this as a gift, learn more by going to NoFreakingIdea.courses. Thanks! Thank you for joining me for this episode of The People and Projects Podcast! Talent Triangle: Ways of Working   The following music was used for this episode: Music: Brooklyn Nights by Tim Kulig Free download: https://filmmusic.io/song/11192-brooklyn-nights License (CC BY 4.0): https://filmmusic.io/standard-license Music: Quantum Sparks [Full version] by MusicLFiles Free download: https://filmmusic.io/song/10996-quantum-sparks-full-version License (CC BY 4.0): https://filmmusic.io/standard-license
Feb 17
46 min
PPP 404 | How Project Managers Can Move Fast and FIX Things, with Anne Morriss
Summary In this episode, Andy interviews author Anne Morris about key concepts from her book Move Fast and Fix Things: The Trusted Leader's Guide to Solving Hard Problems. She emphasizes the importance of building trust and moving fast in change initiatives. Morris introduces the FIX Map, which illustrates the relationship between trust and speed. She also explores the significance of inclusion and the power of storytelling in driving successful change. Additionally, Morris addresses common misconceptions about speed and shares insights on applying Agile principles to change management. Chapters 00:00 Introduction 02:25 Start of Interview 02:44 Discussion on the Phrase 'Move Fast and Break Things' 04:18 Introduction to the FIX Map Model 12:30 The Trust Triangle 15:19 Looking at Change Through Different Eyes 21:10 The Role of Storytelling in Change Initiatives 26:10 Overcoming Skepticism and Maintaining Focus 27:26 The Dangers of Delay and the Need for Action 29:40 The Influence of Agile Principles in Leadership 34:04 The Intersection of Leadership and Parenting 35:57 Andy Comments After the Interview 39:26 Outtakes Learn More You can learn more about Anne and her book at AnneAndFrances.com. And catch her TEDx Talk at https://www.ted.com/talks/anne_morriss_5_steps_to_fix_any_problem_at_work. If you’d like more on this topic, check out my discussion with Anne's co-author Frances Frei in episode 294 where we talk about their book Unleashed. AI for Project Managers and Leaders If you're not actively using AI on a daily basis, you might just be missing out. Join us for our course AI Made Simple. It's specifically tuned to everyday use cases for project managers and leaders. Join other colleagues from around the world who have found it immensely helpful! Thanks! Thank you for joining me for this episode of The People and Projects Podcast! Talent Triangle: Power Skills   The following music was used for this episode: Music: Summer Morning [Full version] by MusicLFiles Free download: https://filmmusic.io/song/11262-summer-morning-full-version License (CC BY 4.0): https://filmmusic.io/standard-license Music: Fashion Corporate by Frank Schroeter Free download: https://filmmusic.io/song/11233-fashion-corporate License (CC BY 4.0): https://filmmusic.io/standard-license
Feb 1
43 min
PPP 403 | The Project Manager's Path to Freelancing Success, with Kayla McGuire
Summary In this episode, Andy Kaufman interviews Kayla McGuire, a seasoned project manager and coach who runs a boot camp to help people learn and prepare for becoming a freelancer. They discuss Kayla's journey to project management and freelancing, lessons in leading projects, practical tips for running projects, reasons for pursuing freelancing, common mistakes in freelancing, and the importance of mentors. Kayla also shares insights on using LinkedIn effectively and the value of continual learning and personal development. The episode concludes with information about Kayla's freelancer boot camp. Takeaways Consider the possibility of freelancing or becoming an entrepreneur to experience more fulfillment and freedom in your career. Recognize patterns in team dynamics and use pattern recognition to lead teams through projects more effectively. Empower your teams to get the job done by having conversations about their goals, providing resources for learning and development, and building strong relationships through one-on-one meetings. When considering freelancing, focus your energy on building your network and finding clients rather than spending time on non-essential tasks like website design or office remodeling. Chapters 00:00 Andy's Introduction to the Episode 01:57 Start of Interview 02:09 Kayla's Path to Project Management and Freelancing 06:00 Lessons in Leading Projects 12:06 The Lure of Freelancing: Freedom and Autonomy 15:03 Common Mistakes When Starting Freelancing 17:07 Introducing the Freelancer Bootcamp 19:10 The Importance of Finding Your Niche 19:39 Leveraging LinkedIn for Success 24:18 Continual Learning and Personal Development 31:05 Balancing Work and Personal Life 32:56 Final Thoughts Learn More You can learn more about Kayla and her boot camp at KaylaMcGuire.com. And connect with Kayla on LinkedIn at LinkedIn.com/in/KaylaMcGuire. Gift a Loved One a Head Start With Their Career Do you know someone dealing with career uncertainty? My experience is there are a growing number of people who dread being asked the question, “So, what’s the plan?” When it comes to their career, they have no freaking idea! I bring this up because I want you to check out our new course entitled just that: No Freaking Idea: How to Navigate Career Uncertainty. It’s a career guide for people who don’t know what they want to do, and it has been so fun to hear the feedback on the course. Whether you are wondering about the next steps in your career or it's a son or daughter and you'd like to give them a head start as a gift, learn more by going to NoFreakingIdea.courses. Thanks! Thank you for joining me for this episode of The People and Projects Podcast! Talent Triangle: Business Acumen   The following music was used for this episode: Music: Tranceverse by Sascha Ende Website: https://filmmusic.io/song/5223-tranceverse License (CC BY 4.0): https://filmmusic.io/standard-license Music: Tuesday by Sascha Ende Website: https://filmmusic.io/song/2992-tuesday License (CC BY 4.0): https://filmmusic.io/standard-license
Jan 19
33 min
PPP 402 | Surprising Insights About the Growth Mindset that Project Managers Need to Know, with Eduardo Briceño
Summary In this in-depth discussion, Andy is joined by Eduardo Briceño, author of The Performance Paradox: Turning the Power of Mindset Into Action, to delve into the concepts of a growth mindset versus a fixed mindset. The conversation covers how these mindsets are not as binary or mutually exclusive as we may think, but rather can be found within us at different times and in different contexts. The theme of maintaining a balance between having a growth mindset, which holds the belief in the potential for change and improvement, and knowing when to lean into a fixed mindset, is explored. Eduardo advises on how to apply deliberate practice to improve performance and suggests viewing ourselves as evolving and changing. Chapters 00:00 Introduction 02:00 Start of Interview 02:09 Eduardo's Personal Journey and the Performance Paradox 04:29 Understanding the Performance Paradox 04:33 The Difference Between Learning and Performing 13:40 The Misconception of the 10,000 Hour Rule 16:51 Understanding the Growth Mindset 22:44 Applying Growth Mindset to Personal Goals 24:25 The Role of Identity in Growth Mindset 27:15 Creating a Learning Zone in Teams 32:23 Implementing Growth Mindset in Parenting 35:51 Andy's Comments About the Interview 40:00 Outtakes Learn More You can learn more about Eduardo and his book at Briceno.com. And catch his TEDx Talk at https://www.ted.com/talks/eduardo_briceno_how_to_get_better_at_the_things_you_care_about. If you’d like more on this topic, check out: Episode 202, Morten Hansen, Great at Work Episode 236, Amy Edmondson about her book on Psychological Safety Episode 240, Jim Detert, also about psychological safety Gift a Loved One a Head Start With Their Career Do you know someone dealing with career uncertainty? My experience is there are a growing number of people who dread being asked the question, “So, what’s the plan?” When it comes to their career, they have no freaking idea! I bring this up because I want you to check out our new course entitled just that: No Freaking Idea: How to Navigate Career Uncertainty. It’s a career guide for people who don’t know what they want to do, and it has been so fun to hear the feedback on the course. Whether you are wondering about the next steps in your career or it's a son or daughter and you'd like to give them a head start as a gift, learn more by going to NoFreakingIdea.courses. Thanks! Thank you for joining me for this episode of The People and Projects Podcast! Talent Triangle: Power Skills   The following music was used for this episode: Music: Summer Morning [Full version] by MusicLFiles Free download: https://filmmusic.io/song/11262-summer-morning-full-version License (CC BY 4.0): https://filmmusic.io/standard-license Music: Fashion Corporate by Frank Schroeter Free download: https://filmmusic.io/song/11233-fashion-corporate License (CC BY 4.0): https://filmmusic.io/standard-license
Jan 12
41 min
PPP 401 | Customer Service Secrets Every Project Manager Must Know, with Micah Solomon
Summary In this conversation, Andy Kaufman interviews Micah Solomon, author of the book Can Your Customer Service Do This? Create an Anticipatory Customer Experience that Builds Loyalty Forever. They discuss the importance of customer service and how it applies to project managers and leaders, not just people in hospitality or retail. They explore examples of good and bad customer service experiences, debunk myths about customer service, and provide strategies for improving customer service. They also discuss the concept of gold touch customer service and how it can be applied to internal customer service. The conversation concludes with insights on effective communication and developing a customer service mindset. Takeaways Customer service is important in all industries, not just hospitality or retail. Examples of good and bad customer service can provide valuable insights for improving customer service. There are common myths and misunderstandings about customer service that need to be debunked. Gold touch customer service involves going above and beyond to provide exceptional service. Effective communication and a customer service mindset are key to delivering great customer service. Chapters 00:00 Andy's Intro to the Episode 02:40 Introduction to Micah Solomon and his book 04:46 Myths and Misunderstandings about Customer Service 06:12 Improving Customer Service 09:28 Gold Touch Customer Service 10:51 Internal Customer Service 13:44 Difference between Function and Purpose 18:19 The Service Recovery Paradox 20:15 Dealing with Customer Service Failures 21:21 Phrasing and Language in Customer Service 25:02 Developing a Customer Service Mindset 27:00 Andy's Summary of Key Takeaways 32:03 Outtakes You can learn more about Micah and his book at MicahSolomon.com. Gift a Loved One a Head Start With Their Career Do you know someone who is in college or maybe recently graduated? My experience is there are a growing number of people who dread being asked the question, “So, what’s the plan?” When it comes to their career, they have no freaking idea! I bring this up because I want you to check out our new course entitled just that: No Freaking Idea: How to Navigate Career Uncertainty. It’s a career guide for people who don’t know what they want to do, and it has been so fun to hear the feedback on the course. Whether you are wondering about the next steps in your career or it's a son or daughter and you'd like to give them a head start as a gift, learn more by going to NoFreakingIdea.courses. Thanks! Thank you for joining me for this episode of The People and Projects Podcast! Talent Triangle: Power Skills   The following music was used for this episode: Music: The Fantastical Ferret by Tim Kulig Free download: https://filmmusic.io/song/12070-the-fantastical-ferret License (CC BY 4.0): https://filmmusic.io/standard-license Music: Fashion Corporate by Frank Schroeter Free download: https://filmmusic.io/song/11233-fashion-corporate License (CC BY 4.0): https://filmmusic.io/standard-license
Jan 6
36 min
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