Ep. 110: David Horsager on The Commonality Of The Most Trusted Leaders

In this episode, David rides solo as he discusses the commonality of the most trusted leaders and answers some common questions he’s gotten about his work.

Buy David’s book “Trusted Leader”: https://amzn.to/3luyqf1

David’s Company: https://trustedge.com/

David’s Bio:
David Horsager, MA, CSP, CPAE is the CEO of Trust Edge Leadership Institute, Trust Expert in Residence at High Point University and The Wall Street Journal best-selling author of The Trust Edge, The Daily Edge, and Trusted Leader. He is also a podcaster, creator of the Enterprise Trust Index™, and director of one of the nation’s foremost trust studies, The Trust Outlook®.

Horsager has advised leaders and delivered life-changing presentations on six continents, with audiences ranging from Delta, FedEx, and Toyota to the New York Yankees, MIT and the Department of Homeland Security.

His work has been featured in prominent media such as Harvard Business Review, Forbes, and MSNBC. Through speaking, training, consulting, and coaching, David and his team at Trust Edge Leadership Institute make it their mission to develop trusted leaders and organizations. With his trademark 8 Pillar Framework, David breaks trust down into tangible steps that can be leveraged right away to build a high-trust culture— because high-trust leaders and organizations bring out the best in their people and get measurable results.

David’s Links:
Website: https://davidhorsager.com/
Company Website: https://trustedge.com/
Newest Research: https://trustedge.com/the-research/
“Trusted Leader” by David Horsager: https://amzn.to/3luyqf1
LinkedIn: https://bit.ly/2Xbsg5q
Facebook: https://bit.ly/2S9O6mj
Twitter: https://bit.ly/2BEXgla
Instagram: https://bit.ly/2QDFOE5

Key Quotes:
1. “Trust is always the root issue.”
2. “A lack of trust is always the biggest expense.”
3. “We have to think of trust and see trust as the core issue then we can absolutely solve it.”
4. “Everything of value is built on trust.”
5. “People trust the clear and they mistrust or distrust the ambiguous or the overly complex.”
6. “Clarity wins in the new economy.”
7. “We trust those that care beyond themselves.”
8. “We trust those that do what is right over what is easy.”
9. “You’ve got to stay fresh and relevant and capable.”
10. “We trust those that stay committed even in the face of adversity.”
11. “You’ve got to deliver results.”
12. “We trust those that are the same.”
13. “If you’re not measuring trust you’re not measuring the right thing.”
14. “We want to increase trust in leaders and organizations.”

Links Mentioned In The Episode:
David’s Speaking Website: https://davidhorsager.com/
Company Website: https://trustedge.com/
Newest Research: https://trustedge.com/the-research/
Trust Edge Certification: https://trustedgeplatform.com/
Attend the Trusted Leader Summit: http://trustedleadersummit.com/

Buy David’s NEWEST Book “Trusted Leader”: https://amzn.to/3luyqf1

David’s Links:
Subscribe on Apple Podcasts: https://apple.co/36AXtp9
Follow us on Facebook: https://bit.ly/2S9O6mj
Follow David on Twitter: https://bit.ly/2BEXgla
Follow David on LinkedIn: https://bit.ly/2Xbsg5q
Follow David on Instagram: https://bit.ly/2QDFOE5

Show Transcript

David Horsager:
Welcome to the Trusted Leader Show. I’m your host, David Horsager. Join me as I sit down with influential leaders from around the world to discuss why leaders and organizations fail top tactics for high performance, and how you can become an even more trusted leader.
Hello, it’s David Horsager on The Trusted Leader Show, and I’m back with you on a special episode, our 110th episode. We’ve had 109 amazing guests from the founder of the Ritz Carleton Hotel to entrepreneurs to admirals, and it has been a treat to see how people are building trusted leaders and organizations around the world, high trust cultures, and, uh, a whole lot of other things. So today it’s gonna be just me, and I’m gonna answer a few of the questions you’ve had about what we think about trust, how we actually build it, and how do we do that outta the institute. So some of the background information, and then at the end, I’ve got a surprise for you that I’m gonna share at the very end of this episode. So first, why trust? People keep asking me, but why trust? Well, it goes back to my graduate work, you know, almost two decades ago, all the work we do out of the institute, the work we’ve done across six continents, our certified partners around the world.
Why trust? Because I believe trust is always the root issue. A lack of trust is always the biggest expense in an organization, in a family, in any relationship. We have to think of trust and see, trust as the core issue, then we can absolutely solve it, otherwise we don’t solve it. People think it’s an engagement issue, it never is. The only way to increase engagement is increasing trust. It’s not a net promoter score issue at the core. In fact, we have to, the research even shows you have to increase trust, the increase referrals. We don’t have a leadership issue at the core. The only, you know, reason we follow a leader has something to do with trust. We don’t have a sales issue. The only reason people buy has something to do with trust in the person, the product, or the service. We don’t have a, uh, diversity, equity, inclusion issue.
Actually, at the core, the biggest Harvard study shows diversity on its own, tends to pit people against each other unless the increased trust. And then we can get enormous benefits out of diversity, equity, inclusion, and a host of other things. Even innovation goes up when people trust each other. Then they’ll share ideas, otherwise, they’re too scared to share ideas. What about in a classroom? How do we increase learning? There’s only one way. We have to increase trust in the content, the teacher or the psychological safety or trust of the room. How do we amplify a marketing message? We have to increase trust in that message. So we know it from the research. Number one reason people wanna leave an organization and first world countries or, or they want to work for an organization is trusted leadership. We keep seeing the data in our global study trust outlook.
If you’d like access to the trust outlook, just email us or look at the show notes. We’re gonna give you access to the trust outlook. We put out one of the most significant pieces of research on trust and leadership every year out of trust edge leadership institutes. So first of all, why trust? Because trust is the root issue for influence, for sales, for every relationship, everything of value from the greatest financial, financial institutions to every great relationship you’re in. It’s built on trust. We’ve seen this triple sales for organizations when they focus on trust. We’ve seen it change engagement and attrition by millions of dollars. And we’ve heard people say it, help them save their marriage trust. We have to see trust of the core issue as I see it. When people focus on trust, they’re focusing on the real issue as far as building culture, increasing performance or anything else.
Well, that begged the second question. Many have heard it before, but I’m gonna do a quick overview for those that are asking and have just been podcast listeners. Now, we’ve reached over 80 countries and, uh, everything from senators to senior leaders. And so how do we actually build trust? Well, I can talk about this framework for eight days straight, but there’s a framework that came out of the research of how trust is built globally. And we can contextualize this around the world, but it always comes back to these eight, I call them the eight pillars of trust, or the eight pillar framework. I’ll give you a quick overview of them. And just for context, uh, even though there is so much, so many takeaways and tactics of how we build trust under each of them. So very briefly, here they are. For many of you, this is a review for some of this, uh, some of you podcast listeners that I haven’t seen or spoken to your company or we haven’t worked with you, uh, specifically I wanna give you this overview and then we’re gonna get into a few other key ideas.
But how is, if trust is so important, how is it built? Well, the eight pillars of trust, number one is clarity. People trust the clear and they mistrust or distrust the ambiguous or the overly complex. It doesn’t matter if this is in strategic planning, marketing or a message from the ceo. If it’s ambiguous or you’re trying to look smart and it’s too complex, you lose clarity, which always loses trust. And most people, they don’t get the level of clarity I’m talking about more many branding and marketing experts are not clear at the level I’m talking about. So many of you have heard of our how, how, how strategy or odc or other strategies for how you get clear. You need to be about clarity. Clarity wins in the new economy. Second pillar is compassion. We trust those that care beyond themselves. That a key word that came under this pillar was intent.
We trust those that have intent beyond themselves. It, it’s, you know, it’s hard to be following someone or hard to, you know, be accountable to someone if we don’t believe they have intent or care beyond themselves. Even if they don’t care about me, they have to have some missional beyond themselves, care beyond themselves. So compassion. In fact, the most trusted person in the world to the most people is not, you know, a certain actor or even the Pope. It is in fact, mom, according to the research, because mom shows intent and care. There’s great dads out there, but by, but from the research, the most trusted person in the world is mom. Intent matters. Number three is character. We trust those that do what is right over what is easy. And we have a seven step process for how you build this into an organization.
This is something we have to build into ourselves as leaders. You know, some of the questions I ask to leaders is, would you follow you? People think they have all their character built by 12 years old, and that’s a false psychology. Your company, your organization, your team, and you as an individual, you’ll, you are moving toward or away from higher character every single day. And you, if you’re leading your organization or team, must be the culture keeper. And you must continually think about this pillar of character. The next pillar is competency. We might think character is important. Of course, it’s foundational where trust is concerned, but we trust those that have a high character, but they, they have to be competent. I might trust you to, you know, take my kids to the ballgame because of your character compassion. That does not mean I will trust you to give me a root canal.
You’ve gotta be competent. You’ve gotta stay fresh and relevant and capable. This week I was speaking to some school board members, uh, and teachers and I said, if you’re still teaching the way you were 30 years ago, I probably don’t trust you. If you’re a salesperson selling the way you were five years ago, I don’t trust you. If you’re leaving the way you were just two years ago, I probably don’t trust you. You’ve gotta be fresh, relevant, capable. You’ve got to be a learning leader. Competency matters, and we see companies winning on this pillar. Their training and their development and their, it’s, it’s increasing attrition, increasing retention, I should say lowering attrition. It’s increasing productivity. You have to create a learning environment and you have to make a priority of competency often in several different ways. Competency on the product competency. One thing we know from the research is people care about, uh, leadership development and people development over tactical competency three to one in their organization.
And when they get those kind of training and development pieces, they tend to stay longer and, um, increase retention massively. So competency, the next pillar’s commitment. We trust those that stay committed even in the face of adversity. Commitment matters. If I think you’re gonna jump, whether it’s a pandemic or something else tough that happens, I probably won’t follow you or trust you. I need someone I know is gonna be committed even when it’s tough. And while this is not easy and there are mental illness issues and other things, if you’re leading, we we need to know you’re gonna be committed. Even though this is tough, if, if I take anybody in history or in, you know, my life that’s left a legacy, my mom or dad or first grade teacher or Mandela or Martin Luther King or Gandhi or Jesus or Joan of Ark, anybody that’s really left a legacy, they were committed to something beyond themselves, maybe to death.
We trust those that are committed. The next pillar is connection. The willingness to connect and collaborate with others. If, if you think you gotta always do it on your own, if you, if you don’t have humility, we know this. Those that are arrogant are opposed. We humility, a willingness to work with others, a willingness to collaborate, a willingness to connect. Connection matters in in companies. We’ll see people incentivizing, siloing. Maybe they’re doing it by saying, you have to use up this budget and stop thinking about everybody else. Just think about yourselves. If you don’t use it up, you’re not getting it. Next year. We know that’s a counterforce to this pillar of connection and collaboration. The second to last pillar is contribution. Getting results. The number one word that came outta this funnel was results. You’ve gotta contribute results. You can’t just have compassion character, you gotta deliver results.
We sometimes joke that, you know, if I go in for surgery, let’s say it’s amputation, I could have a kind surgeon, a compassion surgeon, but if they cut off the wrong leg, we still have a problem. You’ve gotta deliver the results I expected or ask for. You can’t just have compassion character, you have to contribute results. However, you can’t just contribute results, either you have to do it with compassion, clarity, character, or you will also lose trust. The final pillar of the eight pillar framework or the eight pillars of trust, is consistency. We trust those that are the same. There’s consistency, like, you know, it’s, um, you maybe, uh, for good or bad, by the way, this pillar, if, if you’re late all the time, I will absolutely trust you to be late. Consistency wins. The only way to build a reputation is consistency. The only way to build a brand is consistency across the organization.
And it’s not just a logo, it is the feel. It is the values, it is the mission. Consistency wins. So that’s a brief of the eight pillar framework, and I believe you can solve every organizational leadership issue against these eight. It’s one of these, it’s not leadership. It’s not even this, David, isn’t it ever a communication issue? You love C words, isn’t it ever a communication? It’s not. Communication is happening all the time. Clear clarity, clear communication is trusted, unclear. Communication isn’t high character communication is trusted. Dishonest communication isn’t competent. Communication is trusted. Incompetent isn’t compassionate, caring. Communication is trusted, hateful communication isn’t. So when we define against these eight, we start to solve for what we actually meant. And these eight pillars built trust, which is the cornerstone of success in leaders, organizations and teams. It doesn’t matter if we’re dealing with corruption issues in East Africa or pro sports issues on some of the pro sports teams we work with or company issues, it comes back to these eight.
So there’s a case for trust. There’s an eight eight pillar framework, and if you’d like more on this, obviously trust edge.com or the research is@trustoutlook.com. But, um, we are passionate about this work. Our mission is developing trusted leaders and organizations around the world. We exist because we think trust matters more than ever. And when we help people increase trust, we’ve helped them the most. But people sometimes have asked us, well, how do you actually do this in our organization? Outside of the research you do, how do you actually roll it out? How do you actually create culture change? We’ve heard that you’ve dropped attrition or increased retention or tripled sales or whatever you’ve done for organizations. And we work with some of the top, you know, universities and governments and businesses and educational institutions and police forces in the country. So how do I actually do it?
Well, we break down our work to a simple acronym, ice, i c e I. We start by inspiring a shift of thinking around trust. I, I personally give about a hundred keynotes a year around the world where I share this idea around trust. Try to inspire a shift of thinking around trust because people have the wrong idea about trust. They, they, it’s more complex than we might think. Or someone might say, well, trust, that’s just transparency. No, it’s not. Some of your kids are so transparent on social media, I don’t trust them for a second, because confidentiality is also trusted. So I wanna wake people up to what trust is and exactly how it’s built. And we have other people out at the institute that share this message. And of course, over a hundred certified partners and facilitators that share this trust work around the world.
So that’s inspire a shift of thinking that might be an executive day with your team. That might be a keynote opening, a national sales meeting. The C is clarify and measure, and that’s, you know, our consulting process, uh, consulting practice. That’s where we’re measuring trust in organizations. We’re, we’re using our enterprise trust index built on 30 years of Accenture data and my grad work. And, you know, other things that measure trust or our trusted 360 or our team trust assessment or our trust, trusted customer assessment. These are six ways, tools, instruments that we use to measure trust. Because one, we can see the gap, we can actually close that gap. And we’ve had organizations say they saw a gap and saved a million dollars in one week. When you see it, this is the, you know, the, the great, uh, Peter, Peter Drucker, the management, uh, guru said, what gets measured gets managed. When we can see the gap, we can actually close that gap. And that’s why we measure trust in organizations and governments and sports teams and so forth that we wanna measure. If you’re not measuring trust, I don’t think you’re measuring the right thing.

Kent Svenson (ad):
We understand the frustration of overspending on training programs without seeing culture change and measurable results from decades of working with top brands and organizations. We have seen that building a high performing high trust culture is the only way to create a lasting impact. High trust leaders make the difference between a flavor of the month training initiative and measurable learning and development. Our community of trusted certified partners is equipped with a suite of tools to build a high performing, high trusts culture where people can perform at their best. So if you wanna start solving the root issue in your organization and produce lasting results, head to trusted platform.com to learn more. And now back to the show.

David Horsager:
So the I is inspire, the C is clarify or measure, and the e in I stands for equip. We think if you don’t equip people, your people, if you don’t certify some people, license them, give them tools they can use ongoing, reinforce this message, give them a common language, then you just have a flavor of the month idea. And that doesn’t tend to create culture change. So when we go serve organizations, we want to equip them. We can do that ongoing or we can certify and license their people to use our content. We have an amazing, you know, trust edge platform where people can use tools and reinforcement manuals and ideas and um, and, and the video library and also measurement tools. And they get to be on our monthly calls where we’re sharing new ideas and data and resources and research. And so we want to equip them.
We also equip, you know, independent, uh, executive coaches so they can use our tools with those that they serve, uh, at a high level. So that’s our, that’s our basic model under that, there’s, there’s coaching and consulting, but there’s inspire shift of thinking. There’s clarify and measure trust, and then there’s equip people so they can drive trust into their organizations. Of course, we’ve done this in everywhere from, you know, United Health to Toyota, to Walmart, to small companies and, uh, pro sports teams and whatnot. But I’m passionate about this work. People say, David, you’re so passionate. When are you gonna talk about something other than trust? Never. Why? What happened? Why’d you get so passionate? Well, I think what happened was, you know, that grad work became interesting to people before anyone was really looking at trust in this way. I mean, very few people when I did the research of research 20 years ago or so, there was, there was relatively little or no research in the space like I was doing.
And that gave me passion. But then, you know, the book came out and that became a, you know, best seller and stuff. And that gave me passion. Then we use it in an organization. They said they dropped attrition cost by two to 4 million in nine months. And that gave me passion. But maybe the biggest reason I’m so passionate is not just I’ve seen change in others, in companies and leaders. It changed me along the way. It made me a better leader and a better dad and a better, you know, husband. And I’m not perfect at any of the work that I teach, but I have seen it change even me. So that’s our, that’s how we think about it. We wanna make sure we ice it, we inspire it and clarify it, and equip people so they can ongoing change their world as far as trust is concerned.
So our mission, developing trusted leaders and organizations around the world, we wanna shift thinking around it by, by sharing the research. We want to show the case for trust. We want to give the eight pillar framework. And as you, many of you know, we have a whole lot of tools under each of these eight pillars. How, how, how an ODC and six Cs for contribution and a whole lot of others. So those are some of our tools, uh, and many more that we give access to. We’re with you. We also host the wonderful trusted Leader Summit every year where people come from around the world, senators to CEOs come to that Trusted Leader Summit. Those are some of the things some of you’ve been asking about. What do you do Audi Institute, the research, the events, the ICE process, and a host of other things.
What we really try to do is solve for trust. We want to increase trust in leaders and organizations. When we do that, we think we help people and really our world the most. So on this hundred and 10th episode of the Trusted Leader Show, I wanna say thank you for listening. Thanks for listening to this. You know, what I think is so important, and thank you for sharing this message. Thanks for being ambassadors in your organizations. Thanks for bringing us in. I wanna say thank you to our clients that are listening that, uh, have taken this most important. We think work to their people so we can come alongside you and, uh, do what we’re passionate about and, and, um, what we hope we’re best at. In some ways, I’m totally imperfect at it, but I believe in it more than ever. And so I wanna say thank you to everyone.
And I wanna say one more thing before I get to the last question on Every Trusted Leader show. Before I get there, I’ll say this, we’ve been doing this now 110 episodes and we have some key projects we need to focus on to serve our clients the best. What can you expect coming up? We’ll still be giving loads of new content, even better and new ways we’ll have our trust outlook coming out. Uh, before long we even, we’re working on it today. And so our global study will be coming out in a few months. We are, um, sharpening some things, even some technologies to make how we serve you better, our measurement tools and a host of other things. But because of all those focuses, we’re gonna take a short break on the podcast. So I wanna let you know that ahead of time, we’re taking a little break on the Trusted Leader Show.
We’re focusing on some urgent matters and our core, uh, that we, um, have, are passionate about focusing on. Still, if you’d like me to come and speak or you’d like others, uh, on the institute to serve you, we have margined for that. We’re still measuring trust, we’re making rooms so we can do more of that. And we’re equipping people. Those are our three focuses. But with that, we’re gonna take a little break on the Trusted Leader Show podcast, and we will likely be picking it up again. So you’ll find a lot on all the things I’ve talked about in the show. Notes. Notes as usual@trustedleadershow.com. And you’ll see our other sites, measurement sites and how to get certified if you’re interested in that and other things@trustedge.com. Now, I always end this show with every interview I end with, who is a leader you trust and why?
And I thought I’d tell you something about the commonality. I’ve heard people talk about mentors and parents, spouses and best friends, and I thought it’s interesting to me those, I even thought about it. One of the people I trust the most is my dad. And I often tell a story about him when I’m keying, I talk my, my, my wife who I just trust so much. And we’ve been married this year, just over 25 years. And my best friend Joe, and I’ve talked about other friends and other leaders and colleagues and staff that I trusted, I thought the commonality of all those 110 episodes of what people said, and even who I trust the most. They’re often people that don’t want something from you. They don’t seem to have an ulterior motive. They go in it really, even if they’re sales people, they go in it with really, they believe in this thing and they wanna give you this gift.
They want you to have this so you can do better. They really care about you. And so I thought that was interesting as I thought through all the episodes. Who do people trust the most? Those that genuinely don’t need to take or want to take something, they want to start by giving something. And my mentors, I have a couple board advisors and mentors right now that often quote Zig Ziglar, who said, you can have about anything you want in your life. If you, you know, help others people get what they want or give to them first, there’s some truth in that. For now, this has been the hundred and 10th episode of the Trusted Leader Show. Thank you so much for joining our mission of building trusted leaders and organizations around the world. Until next time, stay trusted.

Ep. 109: Stan Moss on Why Intentionality Is CRITICAL For Culture

In this episode, David sits down with Stan Moss, CEO of Polen Capital, to discuss why intentionality is critical for culture.

Buy David’s book “Trusted Leader”: https://amzn.to/3luyqf1

Stan’s Bio:
Stan Moss is the CEO of Polen Capital. Stan joined the firm in 2003 and prior to being named CEO in 2012, served as COO and CFO responsible for business leadership. As CEO, he has led the firm’s transformation from a small, single strategy, regionally focused boutique to a multi-strategy global asset manager. Throughout his career, he has served in a variety of leadership positions, including divisional CFO of a Fortune 500 company’s Wealth and Asset Management business comprised of 2,000 employees and more than a half billion in revenues. Stan began his career at Coopers & Lybrand (now PWC). He earned both his B.S. in Accounting and M.B.A. from the University of Alabama and received his M.S. in Global Finance from the NYU Stern School of Business and HKUST Business School.

Stan’s Links:
Website: https://www.polencapital.com/
LinkedIn: https://www.linkedin.com/company/polen-capital-management/
LinkedIn (Personal): https://www.linkedin.com/in/stan-c-moss-88764611/
Twitter: https://twitter.com/PolenCapital

Key Quotes:
1. “Freedom is a very difficult thing.”
2. “Frameworks actually help people take advantage of the freedom itself.”
3. “You measure what matters.”
4. “The number one thing is clarity around communication.”
5. “Just because you said something once doesn’t mean everyone got it.”
6. “Learning is a competitive advantage.”
7. “You’ve got to take care of yourself.”

Links Mentioned In The Episode:
“The Trust Edge” by David Horsager: https://amzn.to/3As4PKG
“Drive” by Daniel H. Pink: https://amzn.to/3EHbMtS
“The Power of Regret” by Daniel H. Pink: https://amzn.to/3OnMuUH

Buy David’s book “Trusted Leader”: https://amzn.to/3luyqf1

David’s Links:
Subscribe on Apple Podcasts: https://apple.co/36AXtp9
Follow us on Facebook: https://bit.ly/2S9O6mj
Follow David on Twitter: https://bit.ly/2BEXgla
Follow David on LinkedIn: https://bit.ly/2Xbsg5q
Follow David on Instagram: https://bit.ly/2QDFOE5

Show Transcript

David Horsager (Intro):
Welcome to the Trusted Leader Show. I’m your host, David Horsager. Join me as I sit down with influential leaders from around the world to discuss why leaders and organizations fail, top tactics for high performance and how you can become an even more trusted leader.

David Horsager:
Welcome to The Trusted Leader Show. It’s David Horsager here again, and I have an amazing leader, a new friend. I’ve had the opportunity to see him in action in his company. They’ve done some amazing things. He’s led in high trust way through a significant merger. He is led an organization through, I would say, fairly significant financial changes in our markets and world. And I can tell you from the front lines he’s loved and liked and some people aren’t. Both more than that, he’s trusted and I’m grateful to have him on here. Thanks for joining us. Stan Moss, the CEO of Polen Capital.

Stan Moss:
Hi David. Grateful for the opportunity to be with you today.

David Horsager:
Well, Polen Capital’s done some amazing things, but let’s start with you Stan. You’ve done some amazing things. If you look, anybody can look at your resume on LinkedIn or anywhere, but just give us a little glimpse. What do we not know about Stan Moss? What’s your quick story?

Stan Moss:
Growing up, both of my parents were educators. My father was a teacher, he’s a football coach, actually, the head football coach and a principal. And then my mom was a fourth grade teacher. So my entire childhood I was growing up around teachers, leaders and coach coaches. And this had a great influence on who I am today. So my parents dedicated their lives from a service standpoint to helping others. And I learned from them and I enjoy learning and my lifelong learner, I love helping others and my wife and I have tried to the best we can to instill those same values in our two teenage boys.

David Horsager:
, the proof is in the pudding, right? I often say I teach this trust work, I love this trust work. I’ve seen the impact of this trust work and I’m totally imperfect at applying it. Just ask my teenagers. So we’re working on it, but I, I’ve kind of got some of the same, 14, 16, 18, 20. So we’re working through it together. Tell us, I wanna dig just a little bit deeper on that. Your dad, football coach. My dad was very important to me as far as a trust perspective. Both mom and dad were, but were you and football, did he coach you specifically?

Stan Moss:
Yes, I was a high school and collegiate athlete. I played football in both and my dad was the head coach of the football team. What’s

David Horsager:
That? What was that like? I didn’t have mine just watched on the sidelines. They weren’t involved there. We were involved in the farm, certainly coaching on throwing hay bales and picking rock, but not in football. When you got other people vying for positions and people are wondering if your pre preferences because you’re their kid or not, what were some of the things you learned about having to deal with those leadership or even trust issues?

Stan Moss:
Yeah, there’s a lot to unpack there, but I do think that it was an advantage certainly to having my father be a coach and be my coach because after practice was over or after the game was over, some may view this as a negative, but I would go home and we would talk about practice or we would look at the film and break down the tape. So I felt like from a understanding the game of football perspective, that I had a distinct advantage over others because I was literally living with a coach. And then on the negative side, there’s always perception of favoritism. But my dad made sure that that didn’t happen. I would say he actually, he went to the extremes of making sure that no one thought that I was being treated with any favor whatsoever. So from a leadership perspective, my dad handled that really well, which helped protect me.

David Horsager:
Yeah, absolutely. Who’s your teams these days?

Stan Moss:
Well, I went to the University of Alabama and I’m a huge fan of the University of Alabama and head coach Nick Saban as well.

David Horsager:
Absolutely. Well, you’ve got some wins to be grateful for. In Minnesota we say you don’t have too many hopes. Usually it’s our favorite time for football’s about July when everybody’s excited that it could be a winning year. But on the call it’s level. We finally, we’ve had a few more wins lately and actually we do on the pro level this year too. But usually there’s some big disappointment coming, so we don’t want to get too excited in Minnesota about any of that stuff. , go ahead. Were you to say something else?

Stan Moss:
Well, I was gonna say that your Vikings are doing quite well and also our dolphins down here in South Florida are having a good season as well.

David Horsager:
That’s right, that’s right. Oh yeah, we got the, there’s comparisons to Dan Marino and that’s always a good thing. So , let’s jump in here a little bit. We’ve this, you had parents at leadership. I mean we see there’s a lot of learning in coaching and in sports for sure, discipline and collaboration and all the great things that happen. But give us just a quick journey there on your corporate side. And then I want to jump into some of the great things that at least I saw in my short time so far in collaborating and partnering with Poland Capital. But let’s just the corporate journey and then even with an emphasis on Poland Capital and what’s it about, where is it headed?

Stan Moss:
Sure. I actually joined Poland Capital in 2003, so getting close to 20 years now. And the firm has evolved quite a bit. During my time when I first joined the firm, I actually joined as chief operating officer and Chief financial officer and the firm was led by the founder, David Poland and David Poland’s. Leadership style was very much command and control and we focused on managing time and then producing results for our clients. So we did a great job on producing results for our clients and internally because of the command and control style that would lend itself to being a lower trust environment. So unfortunately our founder passed away in 2012. I was able to step in as CEO and the other leaders of the firm. We decided to move away from a command and control structure to being much more collaborative, focused on autonomy, empowerment, and really having a healthy culture where we could develop people and people would want to join our firm so they could learn and have a terrific career here. And then since that time, we’ve actually been able to achieve pension and investments, best places to work status for seven consecutive years. So very proud to talk about that cause we had significant impact on change.

David Horsager:
It’s a big change and I wanna get into some of the other changes you’ve helped create in the midst of even a merger lately. It seemed like I watched people that were actually a lot of times in mergers as you know, that people are leery and worried. And I saw some people were excited and actually were saw that it almost felt too good to be true to them, some of the new folks jumping in. But there’s something about your culture, something you’ve done intentionally. I wanna go backwards first and say what going from command to more autonomy and freedom, how did you actually do that? What are some things you actually did to have a healthier culture where there was way more collaboration and way more trust?

Stan Moss:
Well, I think you hit on the key word in the question is being intentional about culture. Cause a lot of people talk about culture being the air that you breathe or the way that things get done and some of that is actually true. But I think those that nurture culture are very intentional about culture and have a common language and how they talk about culture to help define it are where you find success around the healthy culture. So one of the first things we did was around freedom, our autonomy. So I call it freedom within a framework. So we wanted to give every single person in polling capital the freedom to do their job, to drive results, achieve goals and objectives in a way that they best saw fit, but within the constraints of a framework. In other words, if we have an investment process that we’re going to execute, stay within the framework of the process itself. If we’re gonna talk to one another and give one another feedback, we use the terminology radical candor. And so there’s a defined scaffolding around how we give one another feedback. So we’ve worked in every element of our culture to put some type of framework around it so people know how to operate and then be able to take advantage of that freedom because without the frameworks, freedom is a very difficult thing and it requires a lot of responsibility. So frameworks help people actually take advantage of the freedom itself.

David Horsager:
So talk to me about this, and I remember you had this results framework and you’ve kind of modified it a little bit to work there, but a lot of people would say right now they’re asking, they’re senior leaders asking, especially they’re use to command control, they’re like, yeah, but how do you have people accountable? How do you hold people accountable? You just give this freedom and they can work wherever and they can do whatever. And you’ve given all this freedom, how do you actually have accountability to results? What say you?

Stan Moss:
Yeah, it’s actually a great question. And we’ve had this system in place for a better part of a decade now, and then we’ve learned a lot through implementation of it. And I’d say that one of the key things is that it puts a lot of emphasis on the manager. So not the person who’s actually driving the work, but the manager. So the manager really needs to be very intentional and specific around goals and objectives and what are those goals and objectives and specifics that the individual who works with them needs to accomplish. So if you’re very clear about that, the person knows what they’re supposed to do and then if they’re struggling with how to do it and you come back to the manager will provide you with training and resources, guidance, mentorship, coaching to help you achieve those results. But if you know what you’re doing, you don’t need it and then you have the freedom to get it done. So I think that that is key piece is in the manager setting the goals and then working with the individual. And then secondly, we like to measure, you put in key performance indicators, you measure what matters and then what you measure gets done. So you need those KPIs tied to your overall strategic objectives as a firm. So then the manager can also interact with the person and can see what the KPIs are generating in terms of results.

David Horsager:
How do you see that? Just take that another step further. Do you have a rhythm of meetings or how is there an expectation on these managers being specific? In some organization you set a strategy maybe for a year and then they boil it down to 90 day, in our case, 90 day quick plans. And then we boil it down to what are the weekly three that are most gonna push forward this 90 day. Is there a rhythm that you have at all around KPIs hitting something that, or an expectation of your managers to, hey, every week you’re checking on these or every month or every, is there a certain kind of a dashboard or rhythm to check on outcomes or accounta hold people accountable to these things?

Stan Moss:
Yeah, the short answer to that, that is yes, more extended answer is we start with a strategic plan, which strategic plans used to be five years, we we’ve shortened ’em to three and they’re adaptable, we can change them. But we set out a three year strategic plan and then each year we spend a lot of time working on what are the five major objectives that we want to achieve as a firm during a calendar year. Once those goals are established, then we go to the departmental level goals, get those goals established and those drive down to the individual goals. So it’s a tiering system that’s all linked back to the strategic plan. And then the KPIs are there to measure on achievement at the individual level, the departmental level, and all the way up to the strategic plan level. And then we report on KPIs weekly.

David Horsager:
Okay, that’s what I wondered. Weekly KPIs. And do you have a dashboard for that or is it just emailed in or something? Weekly. Weekly KPIs are reported.

Stan Moss:
We do, we call it the management scorecard, but we have a Microsoft Power BI dashboard. Yeah, sure. All the leadership can see it.

David Horsager:
Yep. That’s fascinating cause because I feel like in my experience, just with your people briefly, you’re driving financial outcomes for people they wanna see, they want to know that you’re doing the right thing, they want to know why and all these things. But it’s what I feel like at your firm there is a freedom because there is a framework. I mean there there’s a freedom that’s allowed because they still do know, hey, they got the management, they can see this, they’re accountable to this, it’s fair. And some people are trying to move toward just kind of open freedom, which then everybody’s questioning well what really is happening? And I think in my time and I kind of probably deeper with a hundred companies a year or whatever and then some very deep and some not very deep. But in my shorter time with you guys, it just seemed like there was more of a joy and freedom because of this framework.
And there’s not many people that get that mix. And I’m sure that even leads to the best place to work. And I was looking at some of the other awards you guys have received, but anything else you would say just as far as a couple tips for high trust culture for how you’re driving a high trust culture where people can perform at their best. There’s some other things you did with the best place to work, but maybe one or two more tips that you could share with others that are trying to create teams where people can perform at their best.

Stan Moss:
I really believe the number one thing is clarity around communication and then communicating with frequency and with repetitiveness, one thing I learned early on is just because you said something once doesn’t mean everyone got it. So you need a cadence of that repetition to reinforce messaging. I feel like it’s very important to meet with my direct reports once a week we have a meeting in which we go over the list, like the top five things they wanna discuss with me and I’ll try to list the top five things I wanna discuss with them and we’ll have at least a 30 minute meeting and wrap about these in priority fashion. And then the idea there is if that’s working with us, it’s gonna work for them to talk with their staff to make sure that we’re focused on the highest priority issues across the firm. If there’s any issues that are happening in the firm that those will get elevated to me. So we’re all on the same page. And I think that that’s critical in achieving goals and executing on those goals. It’s just communication.

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David Horsager:
Speaking of the consistency of communication, you’ve taken some of these ideas, even our work trust edge. Well tell us what you’ve done with Trust Edge for the fun of it since people are aware of at least what that is that are listening.

Stan Moss:
Yes, we’re been terrific. So David came in May and gave a keynote speech to the entire firm about trust and we assigned the book the Trust Edge to the entire firm. And then we also have a group called Culture Club where we read through each chapter of the book and then have a discussion about it. So those two things happened and then our learning and development group in the firm used a trust pillar for each month from May, and it goes all the way through December. So one of the pillars is highlighted each and every month and then we actually kind of post a definition out on our feedback platform and then ask for feedback and recommendations on who in the firm, in the entire firm should receive recognition for one of the trust pillars. So the person who is the most post on one of the pillars actually receives a shout out and recognition at the firm. So it’s been really terrific how we’ve been able to ingrain and use the chapters and how it fit within our organization over the course of learning and development for the year.

David Horsager:
And we’re excited you have a key person in learning development getting certified now in the deeper work. But I think the really cool thing, many people ask me, oh I bet you’re dealing with poisonous organizations and problems cuz you’re talking about trust. And of course that’s not the case most of the time we’re dealing with great organizations that get trust and want ongoing greatness. You, you’ve had a lot of great things going for you, you had a lot of great culture already, but it’s people that kind of get like, oh this trust really is important to keep it going to grow even more. And those that are kind of the poisonous ones, they just want image work, they wanna look trusted without actually being the most trusted their industry. Great ones like you. I think it speaks to the learning and development. You’re a continual learner.
You’ve gotta coach a friend of ours that does some of your ongoing coaching. Your team sees that you’re getting ongoing coaching, your team sees that you put money into learning and development and culture change and all these things and you’ve done a lot more before we were there. But I think they see that care for learning and development that care for culture. Did that as you had this merger happen, how did you keep trust and increased trust in even in the midst of some of it’s always hard. I’ve dealt with a lot of these where we’re bringing and a different entity into join our culture and try to create one. Tell us about what you think you did and maybe you want to share if you feel like you’ve done anything wrong in that regard.

Stan Moss:
I think one of the things that we did that worked really well as an organization is that we were present meaning either on Zoom or in person, we were consistently communicating with the firm that we were acquiring and then doing what we said we were gonna do from day one. If we said we’re gonna do something, we did it. If we said our benefits look a certain way, that’s what they look like. If your compensation structure’s gonna look a certain way, that’s how it ended up looking. We’re gonna train you, we’re gonna give $5,000 to every single employee we did it. So everything that they were hearing that they may have had some skepticism about because they were at a different place when they came to Poland Capital, it came true. So I think that that went a long way for building trust between the organizations.
And then I think the key thing that we did that you were a big part of is that for the first time we brought everyone together as an organization for that May event. So it was not only the people that were had joined Poland Capital through the acquisition, but we had also hired a lot of people through the pandemic who had not ever set foot in a polling capital space are interacted broadly with a group of people in person at Poland Capital. And we had a lot of things during an entire week of a gathering and the feedback on that was it was great that people really enjoyed it and they felt part of the Poland family once that happened. So you trust was built throughout from that.

David Horsager:
I saw a lot of good in that and I saw even who you trusted to be on the platform. I think there was some folks, I remember one former armed services gentleman and he was asking me a little bit about speaking and kind of being nervous and he did a great job but you trusted your people to be in front of others and maybe that even helped develop them and make them better. And I think there was some, it was just really fun to see. I could go into a lot of the, it’s little things that I see when I’m around companies and organizations and little things that you guys did differently. And like I said, in our short time of knowing what you’re doing and how you’re doing it.

Stan Moss:
Yeah, I would say that I think to a casual observer and certainly to per anyone who works here, you really see the importance of continuous learning at the firm or what we would call mastery. We’re always trying to learn from my seat throughout the organization cause we actually really believe that that learning is a competitive advantage and then the more that we continually learn that can set us apart from others in the industry and it’s just extremely helpful in life. I think I heard you on one of your other podcasts talking about the average number of books that an American reads in their lifetime. So just think about if you’re reading a book a week, how much more that you’re learning compared to the average person in our country and what benefits that can provide you in your life. So you take that same type of thinking and apply it to an organization and learning compounds just like interest compounds, it’s one of the eight wonders of the world as compound interest. I’d say compound learning is as well,

David Horsager:
No doubt about it. I think. Yeah, I couldn’t agree more on that. I think in the first book, I don’t know if, I think I quoted the study of the more you read, the more money you make in life. There’s a big study on that of course there’s a lot more benefits to that. I’ve got a brother, my grandmother was known for, I don’t say this everywhere cuz it can kinda look high ego, but she was a simple teacher, lived in a trailer house in the poorest county in Minnesota. But in her later years she read a book a day and unless, but if people visited her, she put the book down and she looked them in the eyes and she was the best listener around. But when she was kind of retired on her own, she would read, known for reading a book a day.
My brother reads about a book a week and he has for years. And I said what’s my brother? Compared to most people interesting to talk to for so many people are just, the one fun thing about learning too is people, some people learn a certain amount and they get really high ego cuz they think they know it all. And once they become more of a learner they learn, they don’t know much. So they become really humble. And I feel like that’s a similar something that I saw in your organization and I saw that in you. Obviously you get coached, you keep learning, but you see that in your culture. And I say something the proud are opposed, it doesn’t matter if you’re running for president and you’re super proud or you’re running for, I mean people, this is why we like to tip off Alabama.
We because they’re proud, they think they’re the best and they have been. But everybody wants Bama to lose except for those that are role TIRs like you because we think, but people come against the proud and that’s a little bit of humor there. But I mean in general, a ceo, a leader that’s super proud we come against, but when that’s why learners are genuinely, when they really become learners, they become really humble because they know wow, there’s a lot more to know. So I think that’s something that’s happening there. Let me ask you this for the fun, but what are you learning today? What are you learning this week?

Stan Moss:
Yeah, I’ve been reading a book by Daniel Pink. I read his book drive and that’s a big component of how we talk about our culture with autonomy, mastery, and purpose. But his most recent book is about the power of regret, which is a very interesting book. And one of the tidbits I picked up from it that was unexpected is that most people actually regret the things that they didn’t do versus the things that they actually did do. So when you think about should you take this risk in business or should you consider going back to school and things like this, those are challenges to yourself that if you did do it, you’ll likely receive great benefits from it if you don’t do it and you look back in your life and say, I regret not doing that. So I just found it fascinating that he had put some academic rigor and data to it and had discovered that.

David Horsager:
Awesome, terrific. One other thing I want to ask about you is, at least from my experience in the leaders that I see do really well that lead companies well, lead organizations well, they’re also leading themselves well in some way. And although we’re all imperfect at this, do you have any routines how you’re leading yourself physically, emotionally, spiritually, journaling, I don’t know what, but do you have any regular routines that helps you stay grounded in leading yourself? Well

Stan Moss:
I do. I get up every morning, five o’clock in the morning and I have an exercise routine. I work with a personal trainer three days a week and other days I do a what’s called a boot count class. So it’s a group class where you’re doing all kinds of things that help you but seem a little dangerous, . So to me it’s very important is for me, exercise is my meditation. So I’m just there thinking about exercising, improving my health and trying not to think about anything else. Then I come home, have breakfast, see my family, and then when I go to the office I have an hour blocked out. That’s just for me to think. So I don’t want any meetings, I don’t want any interruptions. I wanna read and I wanna to think and really center myself to be able to be my best self for the rest of the day and to accomplish the tasks that I’ve set out for that day. So I’ll do some planning as well. What are the top three things that I need to accomplish for a given day and work on getting those done each and every day and then kinda rinse and repeat each day after that.

David Horsager:
I love it. Oh those are good. Do you have any best advice from a mentor over time? You’ve led things well leading ahead of you? Any best advice or quote that you kind of come back to?

Stan Moss:
I think when I was younger I didn’t spend as much time taking care of my myself physically and mentally. I’ve just working and working and working and not taking the time to think to journal, to meditate, to exercise. And I had a mentor say, if you’re gonna be in this business for a long time, you gotta take care of yourself. And the most interesting thing is once you start taking care of yourself, you actually have better output or better outcomes from your own work. So I think that’s probably the best advice I received. And unfortunately it took me too long to figure that out. Yeah, ,

David Horsager:
Me too. Some people know my story losing 50 pounds or so in five months. But I think it was a big deal, David, this doc saying, David, do you want to drive a Ferrari or a junker? Cuz I put different fuel in a Ferrari and if you better fuel your, you gotta fuel yourself differently and that can do with what goes in your mouth as well as what can exercise and everything else, but it’s work every day. But hey, this has been great. There’s a lot more we could talk about and say and get into, but I’m gonna put in a trusted leader show notes, we’ll put in there a link to your LinkedIn so people can know more about you. We’ll put in a link to Poland Capital so everybody can see a little bit about the greater organization. Two more questions. One, think of a challenge. What’s the biggest leadership challenge you’ve had and what did you learn from that?

Stan Moss:
I’d say the biggest leadership challenge that I’ve had over 20 years at Poland Capital is actually the growth of the firm itself and then the leaders I had working with me and their ability to handle the growth. So in other words, a person that you hire when the firm is say 10 or 15 people and smaller, can they grow to be able to be in the same position at a much larger organization with much broader responsibility. And so the hardest thing for me is when the person needs to be transitioned into a different position. Cause you, you’re pulling for ’em the whole time. You’re coaching them and mentoring them, you really want them to move up and for whatever reason, either they don’t want to or they’re not capable of it. So it’s kinda transitioning that person into a different role has been tough. But we’ve done it over the years. But I’d say it really pulls out the heartstrings for, cuz you care about people,

David Horsager:
You want the best for ’em, good stuff. Well Stan, it’s a treat to be know you and watch you lead well. And I can see it because I see people just really appreciating your leadership and through some great amazing growth, sometimes tough times that you can’t control. And it’s been fun to see that even in a short time. We’ve known each other, but it’s a trusted leader show who is a leader you trust and why,

Stan Moss:
I’m not sure if you’ll like this answer, but the head coach at the University of Alabama for the past 15 years is Nick Saban. And I don’t know Coach Saban personally, but I’ve studied him because he’s been a great leader for the university. He’s very consistent, he’s very disciplined. He executes on the process that he, he’s developed. He hates losing more than he enjoys winning. And one of the things I really feel like I learned from him and listening to him is that he talks a lot about the players and player development and how much focus and emphasis he puts on the players. So at Polling Capital we do the same thing, not our players, but it’s the talent and the organization. We want any person who joins our organization to join and then to get better. So from the time you join to the time you leave for whatever reason, our objectives for you to be better, to be a better person both professionally and personally.
So I think that that’s a big component of it. And then secondly, one of the things that Coach Saban’s done that was unique is that if a head coach of another team left the team for whatever reason, they usually get terminated. Coach Saban would actually hire that person to join the staff as a consultant or maybe end up putting them on the staff. So for me personally, I said that’s tremendous because these are people who are so talented that they could actually rise up to be a head coach level and it just didn’t work out at whatever time. But they’re still talented people. So at Poland Capital, we’ve hired people who founded firms who were former CEOs at other organizations to join our organization so we can have the best leadership team and executives in the industry. We believe. So I’ve kind of followed Saban’s example in attempting to do that. So he, he’s one. And then the second I’ll mention one more quickly, and is a friend of mine that you’ve already talked about, it’s Don Yeager. So Don’s been a great friend of mine, a mentor and coach, and Don’s just humble and he’s authentic and I could text him, pick up the phone and call him. He’s always there for me. So he’s definitely a trusted leader in my life.

David Horsager:
Yep. I love Don. We’re great friends and that’s part of why I got to know you, so I really appreciate that. Lots more we could say, but for now, great time. Thank you Stan. Thank you Polen Capital for all you’re doing and this has been the Trusted Leader show. Until next time, stay trusted.

Ep. 108: Dr. Nido Qubein on Why Focus Is More Important Than Intelligence

In this episode, David sits down with Dr. Nido Qubein, President of High Point University, Author, Speaker, and Leader, to discuss why focus is more important than intelligence.

Buy David’s book “Trusted Leader”: https://amzn.to/3luyqf1

Dr. Qubein’s Bio:
Dr. Nido Qubein is an accomplished university president and a nationally recognized author, speaker, and leader. Dr. Nido Qubein came to the United States with $50 in his pocket and a few words of English in his vocabulary … yet went on to become one of America’s most sought-after speakers and consultants.

As a university president, the story of his tenure at High Point University is known to many. In less than a decade, he led the institution to phenomenal growth (5,000 students) and significant academic advancement, tripling its size and moving it to the number one spot among Best Colleges in the South.

As an American citizen, President Qubein has been the recipient of some of the highest national awards, including induction into the Horatio Alger Association for Distinguished Americans with General Colin Powell, Oprah Winfrey, and the founder of Starbucks, Howard Schultz. He is the recipient of DAR’s Americanism Award and the Ellis Island Medal of Honor, along with four U.S. presidents. He is a member of the International Speakers Hall of Fame and, in fact, has served as president of the National Speakers Association.

As a business leader, he is the chairman of Great Harvest Bread Company with 220 stores in 43 states. He serves on the boards of several national organizations including Truist (a Fortune 500 company with $430 billion in assets), Savista, a leading healthcare company and the Horatio Alger Association Board of Directors.

President Qubein is the author of a dozen books and scores of leadership audio and visual recordings translated into many languages. The Biography Channel televised his Emmy-nominated life story titled “A Life of Success and Significance.”

In his home city of High Point, North Carolina, he has been named both the Citizen of the Year and the Philanthropist of the Year. His foundation has invested millions in scholarships for deserving young people and his family has been among the largest benefactors to High Point University and other organizations.

Dr. Qubein’s Links:
Website: https://www.nidoqubein.com/
LinkedIn: https://www.linkedin.com/in/nido-qubein/
Facebook: https://www.facebook.com/people/Dr-Nido-R-Qubein/100050174213112/
Twitter: https://twitter.com/NidoQubein
High Point University Website: https://www.highpoint.edu/
LinkedIn (HPU): https://www.linkedin.com/school/highpointu/
Instagram (HPU): https://www.instagram.com/highpointu/
Facebook (HPU): https://www.facebook.com/HighPointU
Twitter (HPU): https://twitter.com/HighPointU
TikTok (HPU): https://www.tiktok.com/@highpointu
YouTube (HPU): https://www.youtube.com/user/highpointuniversity

Key Quotes:
1. “Focus is more important than intelligence.”
2. “You get out of life what you focus on.”
3. “Who you spend time with is who you become.”
4. “You’re as good as the circle of influence in which you choose to reside.”
5. “Your beliefs lead to your behaviors. Your behaviors lead to your results.”
6. “We all need coaching.”
7. “What you choose is what you get.”
8. “How you change is how you succeed.”
9. “You are a steward of your talents.”
10. “People believe what you do based on your performance.”
11. “Civility guides our day.”
12. “There’s no such thing as unrealistic dreams, only unrealistic timelines.”
13. “You have to believe in the art of the possible.”
14. “All of us must be continually learning and growing.”
15. “Knowledge does not equal understanding.”

Links Mentioned In The Episode:
Website: https://www.nidoqubein.com/
High Point University Website: https://www.highpoint.edu/

Buy David’s book “Trusted Leader”: https://amzn.to/3luyqf1

David’s Links:
Subscribe on Apple Podcasts: https://apple.co/36AXtp9
Follow us on Facebook: https://bit.ly/2S9O6mj
Follow David on Twitter: https://bit.ly/2BEXgla
Follow David on LinkedIn: https://bit.ly/2Xbsg5q
Follow David on Instagram: https://bit.ly/2QDFOE5

Show Transcript

David Horsager:
Welcome to the Trusted Leader Show. I’m your host, David Horsager. Join me as I sit down with influential leaders from around the world to discuss why leaders and organizations fail top tactics for high performance and how you can become an even more trusted leader.
Welcome to The Trusted Leader Show, it’s David Horsager. Today I have a very special guest, a very good friend. He is the president of High Point University, led a turnaround there. He is the chair, and on several boards from Great Harvest Bread Company, 220 locations, around 43 states. He is on the board for Trus, one of the Fortune 500 organizations. He has earned all kinds of awards. I will not list right here, but I know HRA Algers, I know Ellis Island, Medal of Honor. I know so many others. He’s written 12 books and done a whole lot of other things. But please welcome to the show my friend Nido Qubein.

Dr. Nido Qubein:
Thank you so much, sir. I appreciate being with you.

David Horsager:
Well, Dr. Cobain, let’s get into it. You came over with $50 in your pocket several decades ago. Give us the two minute story.

Dr. Nido Qubein:
Well I grew up without a dad, David. My dad died when I was six years of age and my mother bought herself. My mother had fourth grade education, but she had a postgraduate degree in discipline. You and I would call uncommon sense. So much of what I know and so much who, who I am really came from that one of a lady who was left with five kids and she had to feed us and clothed us and most importantly instill in it values for living and principles for life. And so she wanted me to go to America and get an education and make something of my life. And she bought a one way way ticket. She borrowed the money for it. And anyway, I came over here, went to college and undergrad in grad and then outta grad school. I start my first business and my very first, I’ve never worked for anyone David, until I became president of Hy Point University in High Point, North Carolina. I’ve always been my own guy. If I made a few bucks, I kept a few bucks. If the business didn’t do very well, I had to put in a few bucks from savings. So I understand initiative, just what you have. I understand trust, I understand collaborative effort, relational capital, the things that make any individual, any individual successful in their own sector. These are almost standard. There are standard qualities that all should have. If we give

David Horsager:
Us a couple of those really quick, you’ve got 12 books. I’m gonna get to the transformation at High Point. Yeah, my daughter’s at High Point. I have a relationship there with being on the expert in residence and we just love what you’re doing there. But give us a little bit of, just to start us out some of the things that helped you right out the bat. Start in the first business getting going here. There’s plenty people, but

Dr. Nido Qubein:
First, first, your daughter is the prettiest and the smartest on campus. Yeah, that. Number two, you pay in full on pay on time. And I

David Horsager:
That’s,

Dr. Nido Qubein:
So here goes focus is more important than intelligence. So anything that we hope to accomplish in life to any degree or accomplish anything meaningful, but to focus on it, you get out of life. What you focus on, you become an expert in an area that you focus on. So that’s point number one. Number two, who you spend time with is who you become. You’re as good as the circle of influence in which you choose to reside. I said choose to reside. And so if you hang around people like David Horse, you gonna learn good things. You be intelligent by default. You gonna have a wider spectrum about life and living. But if you hang around people whose view of life is very limited and who is war is me and life is terrible and America is awful, then what happens to you in the end is you really begin to believe it.
How do we know that? Because your beliefs lead to your behaviors. Your behaviors lead your results. So if you wanna change your results, you really must change your beliefs. Not just your behaviors but your beliefs. And that needs coaching. That’s what this podcast is all about. That’s what you do. David is all about, we all need coaching. I don’t care how high we are on the ladder of success, we all need outside perspective. Question is who’s in your circle of influence? So I tell people, can you name me the five most important people in circle of influence? Can you take their average income? I mean, can you take all their income, edit it up hypothetically. Figuratively. You’re gonna make the average of those five people’s income. Now I don’t mean that literally. I mean the environment which you choose to reside affect the person you become.
Here’s another one. What you choose is what you get. So please for heavens sake, don’t blame the world, the economy, the president, the Congress and the global warming about your success or lack at all. It’s your choices that get you to where you are. And then the last one, I have many of those, but the last one is how you change. Not if you change now, when you change now where you change, but how you change is how you succeed. In other words, are you an agile and flexible human being? Are you learning something new every day? Are you becoming old God intended for you to become? Those are the principles that truly penetrate our soul, not just our brain and make us the persons that we’re.

David Horsager:
So this is fantastic and we could say a lot more. We might as well not be too long because we all got so much we can do with just that. But let’s jump in here. To High Point, I’m on the board of another university. Obviously many of our clients are some of the Big 10 universities and we’ve had our work at MIT and other places and I love what’s happening at High Point. And I just wanna read a couple things. So 2005, before you were there just to the beginning, there were 28 buildings on campus. Now there’s 122 buildings, there were 385 positions. Now there’s almost 2000 positions there. Economic impact and High Point was about $160 million. Now it’s almost a billion dollars. The operating budget was 38 million. Now it’s closer to 400 million. You’ve got five study abroad programs when you started 65 or more now three academic schools now nine academic schools applications.
Used to be a couple thousand other over 15,000. The property plant equipment, 75 million. Now it’s 1.1 million. And I think since you’ve been there about a billion, excuse me, with a B as in boy, there’s almost 2 billion you’ve raised since you’ve been there. Of course I’ve had the unique opportunity. I can tell you the other best beautiful campuses on, there’s no more beautiful campus than High Point. And there’s some things you did differently. This is partly how we started 15 or my first book when I started writing 15 years ago, I started studying High Point. I wrote about High Point in that book because I was watching what was happening very quickly even in just your first three years. But just give us a quick glimpse First, how did you get board? But that was big change because you didn’t go to build a big ome first. You went to say we gotta change some things.

Dr. Nido Qubein:
Yeah, yeah. So David, you’re right about everything you said. Those are accurate figures that you just cited. Lemme just put it this way. I was gonna be the chairman of the board for year. I was the incoming board. The school was basically just a quote. A reporter was both broke and broken and the board sort of persuaded me to come here. I said, I’ll come for two years. This is my 18th year about to finish. People say, How did that happen? I say very simply, I fell in love. I fell in love with the purpose. I fell in love with the students. I fell in love with the mission planting seeds of greatness and the minds, hearts and souls of our students. I mean, there is no greater mission in life. You are a steward of your talents. And that stewardship means you have to share it and share it in ways that can influence the world and impact the outcomes.
So how did we do it? Well, I mean the board were friends of mine. Clearly they knew me, they trusted me. I’ve been around for a while. I built some businesses. I’ve served on boards, as you said and so on. So I think my record was pretty clear that I was a trusted leader, David. That’s what it was. I was a trusted leader. I am a trusted leader. Now, beyond that, clearly we had to do some avant guard things. We’re an anomaly in many ways. That isn’t to say that we’re doing something crazy. Not at all. We respect the protocol, the academy, but we take some license with the frame around the Mono Lisa and higher education has gotten comfortable and higher education begins to think that it is unto itself. We don’t think that way. We think there’s a big world out there and we think your daughter deserves to do what she is destined to do in her life.
And we have to prepare her for that with all the majesty that we possibly can. And so when we say at Hype University, we first put our stake on the ground and said, We’re a God family country school. And I say to every open house said that bothers you. Please know something. We respect that. I have no right to judge that. However, this may not be the school for you. Now that’s putting a stake in the ground saying this is what we believe. But you can believe anything you wanna believe. This is inclusive campus. We have all kinds of people from all kinds of backgrounds. Number two, we said this is the life skills university. If all you want is just to get an academic a degree or an academic certificate or diploma, you can gets of places the 4,000 Institution in America. But Highpoint is not MIT and it’s not Stanford, it’s not Harvard.
So when you not told don’t have the history, end better be distinctive. And that distinction better create appreciated value, not value, but appreciated value in the minds of parents like you, Mr. Berger and your wife and your family. And you have to create an abundance of those people who believe in. So we went from 1400 students to 6,000 today I’m trying to hold enrollment cause that means you have to buy land, build buildings. Whereas network, national institution. So people believe what you do based on your performance. If you do something today, begin to trust you, believe in you, and things begin to build that right direction. But I think we have a responsibility as leaders day. We have a responsibility to explain to those who have been entrusted with the responsibility board, Prestig, faculty, others, explain what you’re doing, why you are doing it that way.
And we have a responsibility ourselves to say if the worst thing were to happen, which would be A, B and C, we can deal with it in this way. 1, 2, 3. And so I found that when you’re open, when you’re communicative, when you’re flexible, when you’re trustworthy, and when you’re focused, these work for the good. And that’s what’s happened at university. What’s happening today is parents like your family believe and all we are and what we do and they test us on it. They don’t just take it at face value. They’ve been here 10 times, they really know. But lemme tell you something David, they’re also people out there who do not like what I just said to you. They don’t like the God family country. They don’t like the life skills. They’re threatened by it or they don’t believe in it. And I say it is not my place to judge. I respect that I’m a civil person. Civility guides our day on this campus that man or man are recreating leaders, hopefully trusted leaders for the tomorrows of our lives.

Kent Svenson (Ad):
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David Horsager:
And I’ll say, I’ve said this many times with the universities who we worked with and there are some fantastic ones, but one if I, of all the institutions we work with from healthcare to pro sports teams to global governments, I say education, This is the great paradox. Education is one of the least innovative institutions in the world and yet you are incredibly innovative. I could give five ways, you’ve got 25, but let’s take five quick ways that you are innovative at High Point, different at High Point that change the way, make it different.

Dr. Nido Qubein:
Yeah, there are many, many ways, but we’ll talk about three or four of them. Another, we have an in residence program, you’re one of our in residence experts. We have about 50 of those all the way from the founder of Apple computer to the co-founder of Netflix, to the CEO of Domino’s Pizza to the CEO Marks operations on story. Why do we have them? Because these are practitioners. You are not just a practitioner, David, but you are in the know every day you are with people who are making it happen. We need our students to be connected with people who are out there knowing what the world is doing. And so our in residence program phenomenal second to none. Our students love it. And so on number two, we focus on career services. So our school every graduate here within six months of graduation, 98.2% of students either get a job, start a business, go to graduate school within six months.
Now most schools look at a nine month average to get anywhere close to that number. National average, 83%. So we beat it by 15.2 points. What’s going on here or what’s going on here is that we have put the resources and career services, resources and internships and so on. So that’s the second powerful thing. The third one is learning. Now all these connect of course for to get the the outcome that you want. Expansion learning has to be in the science lab, it has to be in the communication lab, it has to be in athletics, it has to be in student life. That means engage and involve your people. How do you build culture and organization? There are really five steps for it, right? Number one, you inform your people. Number two, you involve your people. Number three, you inspire your people. Number four, you inspect what you expect from your people.
And number five, you increase, you enhance what they do, you improve them and increase them. And so how do you do that if you not engaged, if you’re not involved? So we do all that in a wonderful way. I think the fourth thing that we’ve done is branding. The way we branded ourselves is not unique, but it’s definitely distinctive. And we say to the world, there are many schools out there, Pick the school you want be a one. But High Point has significant branding. You see it everywhere across campus. But by the branding, I mean not just making a promise but making sure that the expectation of people, the interpretation of parents of that promise is real, right? It’s sort of the reality versus your imagin. I tell our students here, there’s no such thing as unrealistic dreams, only unrealistic timelines. You have to believe in the art of the possible. And the first one would be the business guy. I start businesses. I met payroll. I think I know a lot about risk management. I think I know a lot about the difference between solution finding and problem solving, difference between energy management and time management. And all around the story goes. So I bring a perspective that parents love and that perspective is not unique, but not highly distinctive and higher education

David Horsager:
A load here. Five eyes of culture building five other tips. Before, I’m gonna talk just a little bit because of what’s going on at high point. First of all I sit on other boards and this didn’t, all these numbers that I just read, not only that they happened, they happen in an environment with when most universities are actually failing or tanking or lowering, they’re a very slow go from any university. So especially private universities a couple things. So we go on campus at one university in Elite University. My daughters, the experience we had in just the first few seconds on the tour will never go back. Only because of the tour. You take the details of the tour a certain way. It’s unbelievable. If you’ve never had a tour of high point number two I walk on campus and the chaplain is picking up garbage and I notice it.
Why I learned later. Everybody picks up garbage. Everybody keeps it clean. Everybody loves the campus. It’s beautiful. Number three, there’s a big call up. Everybody is called up toward greatness, not down. Number four, as I think of it, talking about life skills, there are many ways I see it on campus, but an example, there’s a couple very nice restaurants on campus nicer than most campuses have. You can use your normal meal plan there. However you set your own reservation. And by the way, if you have your phone out where they see it, you’re not welcome back for three months I believe. So these kind of things, why parents like this? Because they know they want to set their student up. They, they’ve been trying to teach this for a long time, but at some point parents influence doesn’t always go up. They want others to affirm what they’ve said. So there’s 10 other ways that life skills and premier skills are built a load here in this very short time. One last word of wisdom before I ask you the final question. Anywhere you want Dr. Cobain.

Dr. Nido Qubein:
Yeah. Well life isn’t a continuum that what we did yesterday mattered yesterday. But it may not be enough for tomorrow. That all of us must continually be learning, growing expanding our spectrum of understanding that knowledge does not equal understanding. You can have a lot of degrees and not understand how to get along with people, how to make good things happen. That’s what I mean by pragmatic, practical understanding. Of course, knowledge is important. We’re not suggesting otherwise. It’s gonna be a biologist. You better know biology. You wanna be a mathematician. You better know mathematics. All I’m suggesting to is if you’re not careful, that becomes training. Training in a discipline. And what we must do is educate people. Education comes from a Greek derivative inco, which means to change from within, to transform so that you can meet your fullest potential. Now, you know, said something about someone picking up a piece of paper.
The campus is always clean because nobody really drops a piece of paper, but of us will pick it up if we see it. Why is that? Because we teach basic laws. One of them is if there’s a problem here, like a of paper on the this is not the responsibility of just the person who cut the grass or the person who cleans the campus. This is all of our responsibility. If you’re sitting in a committee in business and you’re trying to solve a problem, don’t dvy up the responsibility. The 10 people there, each of us will take 10%. Now each of us must take a hundred percent. That’s called community. That’s called building true culture that says, this is my company, this is my organization, this is my university. Also remember this, parents want their kids to do better in life than they did themselves.
So parents are looking out and saying, What are our students learning today? There is a difference between a sound bite and sound judgment. How do we teach that? So we’re watching stuff on TV or reading and we’re really believing it. We start thinking that’s the truth and that’s not the truth. We have to also enable people to learn judgment, how to have judgment, how to have a sense of awareness, how to become a relevant human being. So David, these are big things. We work on ’em every day. We’re not a perfect school, for heaven’s sakes. We’re not a perfect school cause we got 6,000 kids here come from 6,000 families. They’re not perfect. But I’ll tell you what, this is an extraordinary place. Our call to action is choose to be extraordinary. Don’t be mediocre, don’t be satisfied with what you got now and for heaven. Six, welcome. Change for the Tim of change is frightening. For the comfortable. Change is threatening, but for the confident change is opportunity. So make your competence lead to your confidence and see what happens in

David Horsager:
Mind. And there’s why it is so innovative right there lots more. You’ll see it in the show notes. TrustedLeaderShow.com. That’s where you’ll find all the Dr. Nido Qubein website, Highpoint University website. Thank you for all you’re doing, for all those great students, including and especially my daughter, and thank you for being my friend. There’s always one question we end with. It’s the trusted leader show. Dr. Dr. Qubein who is a leader you trust and why?

Dr. Nido Qubein:
Well, there are many of ’em. One of the leaders that I loved and was a really great friend of mine was the late Colin Powell. I think Colin Powell was a man of integrity and so much so that when they asked him about Iraq and later on he said, I made a mistake. I made a mistake. I used the information I had at the time. It doesn’t mean that I was lying or misleading. I just like that man. He always kissed me in both cheeks when he saw me and I was a sign of love. But there’s a guy I would recommend everyone to read his books and understand. He came up in a very difficult time when America was not equitable. And in spite of it, David, in spite of it, rose to the very top, became a worldwide respected leader. So that’s one.
If I had to name one, that would be one. My mother of course would always be the first one of any list You can be. David, before you hang out, let me just say this, You are one of a kind, and I hope people listening to this podcasts or watching it understand this, that you have changed the world in your own way. You have taken the talents that God have given you. You’ve turned it into magnificent skills and you’ve done it with your clients. But more importantly in my book, you’ve done it even with colleagues of yours, the National Speaker Association, where you’re highly respected, where you have the highest awards and certainly in every circle of influence you find yourself. You represent America and the world in a wonderful way, my friend. And that is a blessing of all blessings. And then I see you on Facebook where you and your wife are climbing places and going on crazy hikes. And I go, Why sit at home and eat some donuts? Love you, David. I’m glad to be with you.

David Horsager:
Well, Dr. Qubein, thank you, thank you, thank you. And with that, this has been The Trusted Leader Show. Until next time, stay trusted.

Ep. 107: Juliet Funt on How To Defeat The Email Beast

In this episode, we revisit David’s interview with Juliet Funt, Author, Speaker, and Advisor to the Fortune 500, where Juliet discusses how to defeat the email beast.

Buy David’s book “Trusted Leader”: https://amzn.to/3luyqf1

Juliet’s Bio:
A regular feature in top global media outlets, including Forbes and Fast Company, Juliet Funt is a renowned keynote speaker and tough-love advisor to the Fortune 500. As the founder and CEO of the boutique efficiency firm Juliet Funt Group, she is an evangelist for freeing the potential of companies by unburdening their talent from busywork. Juliet’s warm, relatable manner and actionable content earned her one of the highest ratings in the largest speaking event in the world, and she has worked with Spotify, National Geographic, Anthem, Vans, Abbott, Costco, Pepsi, Nike, Wells Fargo, Sephora, Sysco, and ESPN. You can follow her and access numerous resources at JuiletFunt.com.

Juliet’s Links:
Website: https://www.julietfunt.com/
“A Minute To Think” by Juliet Funt: https://amzn.to/3toq8Km
LinkedIn: https://www.linkedin.com/in/julietfunt
Twitter: https://twitter.com/thejulietfunt

Key Quotes:
1. “Space is where strategy occurs.”
2. “Make sure you have a minute to think between opening your eyes and getting out of bed.”
3. “Never let the colors touch on your meeting calendar.”
4. “When we have the right medium for the right message we work far faster and far easier.”

Links Mentioned In The Episode:
“A Minute To Think” by Juliet Funt: https://amzn.to/3toq8Km

Buy David’s book “Trusted Leader”: https://amzn.to/3luyqf1

David’s Links:
Subscribe on Apple Podcasts: https://apple.co/36AXtp9
Follow us on Facebook: https://bit.ly/2S9O6mj
Follow David on Twitter: https://bit.ly/2BEXgla
Follow David on LinkedIn: https://bit.ly/2Xbsg5q
Follow David on Instagram: https://bit.ly/2QDFOE5

Show Transcript

David Horsager:
Welcome to the Trusted Leader Show. I’m your host, David Horsager. Join me as I sit down with influential leaders from around the world to discuss why leaders and organizations fail top tactics for high performance, and how you can become an even more trusted leader.

Kent Svenson:
Welcome to The Trusted Leader Show. I’m Kent Svenson, producer of The Trusted Leader Show. And for this week’s episode, we’re taking a look back at a previous episode where David sat down with author, speaker, and advisor to the Fortune 500 Juliet Funt. In the episode, Juliet talks about how to defeat the email beast. So sit back, relax and enjoy the show.

David Horsager:
But let’s, let’s jump in a little bit to your new book because it’s really cool. It’s called A Minute to Think People Can Get It Anywhere. We’ll put it in the show notes, Trusted leader show.com and everywhere you can find Juliet. But let’s talk about this idea to start with about, you know, you talk about space and oxygen to fuel the fire. Tell us about it.

Juliet Funt:
That’s the foundational metaphor of the book and of everything that we do. So the idea is if you’re building a fire, you need the right ingredients. It’s clear that you need something dry and crumbly, newspaper, pine needles, you have to have good wood. I’ve learned soft wood to catch quick and hard wood to burn long is the perfect combination. But there is an ingredient that if mist will absolutely sabotage every effort that you make to turn a spark into a beautiful blaze. And that is you must add space. There must be oxygenating passages in between those materials for the feeding of the fire to occur. And the truth is that this is exactly the same for us and our minds and creativity and ideas and work. We need space around them for that oxygenating power to infuse the spark and make it into a blaze. But it is what we forget. It is what we’re chronically missing. And in my opinion, that space is the most endangered element now of modern work.

David Horsager:
That’s so interesting. In the first book my first book, Trust Edge, I wrote about, and really this was inspired by my wife to full credit, but I, we talked about how music is nothing without the rest, right? Mm-Hmm. , it doesn’t sound beautiful. You, if you just had all the sounds, it would kind of just be noise, but the rest makes it beautiful. And you know, we talk about how people are even after this, or in the process of, of the change of the pandemic. People are like ready to get out, ready to get out. And not even pausing to think, But what did I learn that I could think about ahead, you know, for the future? I think a pause even macro would be valuable. But let’s talk about this because you know, you’ve been challenged plenty of times and I know you’re tough and can handle it. You’ve got, you’ve got the, the CEO sitting there saying, Yes, but I need my people to work more. I need to, we gotta need to get more done. We need, we got quarterly earnings, We got this issue, we got it. That issue. What do you mean? You’re gonna come in and tell my people we need more space? Tell us about it.

Juliet Funt:
The misconception of white space. Actually one of the, there’s about three main misconceptions of this open time at work that’s called white space, the interstitial interlaced, beautiful, thoughtful time. And one of the biggest misconceptions is that it is only for rest. And if you think that space is only for rest, if you think that everyone’s just drooling with their, you know, staring out a window recuperating, then I can understand as a leader where you wouldn’t want that to be the dominant usage of space within the workday. It is absolutely critical when 52% of people are burnt out. And when we have so much shame around rest and refueling, we absolutely need some of it. But the truth is it’s only 25%. One quarter of the way that smart people use space at work. Space is also where strategy occurs. It’s where innovation and creativity blossom from inception to true idea. It’s where leaders can be objective and step back and look from a distance at something that they’re about to execute and see if it has validity. So when you do understand that space is also what facilitates thinking and that thinking is time well spent, you begin to disconnect from that. Oh, isn’t this just a soft skill, soft thing that my people don’t need misconception? Because without it, your ideas, your strategy, your planning are all threatened cuz they’re gonna be thin and unconsidered.

David Horsager:
So let’s, before I get into a tip with that, how do I tell if I’m burnt out? You said 52% of people are how, how do I even know if my people are burnt out?

Juliet Funt:
If, Well, you asked two different questions. You said, How do I know if I’m burnt out and how do I know if my people are burnt out? So the question of am I burnt out personally, individually is an interesting one because we spend a lot of time trying to decide if the label formally should stick to us or not. But to me, it doesn’t matter if you have crossed the invisible line between wicked fried and technically burnt. I, it doesn’t matter if you are burnt. What matters is that if you are even asking the question, I wonder if I’m burnt out. It’s kind of like I wonder if I’m an alcoholic, I want, you know, there’s something that is stimulating some pain, some awareness, some objectivity about your own day that is stimulating the question that is sufficient. It means you’re fried, you’re exhausted.
You probably used adrenaline and courage to push past levels of you know, earnest work that would’ve been sufficient a long time ago. So if you are feeling that, then there are things that you can do and we can go into those organizationally. If my people are burnt out, that’s a different question. And I’m sure you’ve heard of the term skip level meeting where the big boss skips their direct reports and then has a meeting with the direct reports, direct reports, that’s called a skip level meeting. But we like skip levels meetings, plural. I would like the big boss to go have lunch with people, five rungs down in the organization, or have a virtual meeting if you can’t and say, just tell me what does it feel like? What’s driving you crazy? What are you pretending is okay? That’s really completely not okay? Are you thinking of leaving? Why are you thinking of leaving the great resignation? We’re only seeing people from their backsides as they’re leaving. We gotta get ahead of that. So the, the idea of leaders using the new intimacy of c this way that we’ve all become more real with each other. To go in there and say, I’m gonna make a vulnerable admission. Here’s where I’m struggling, here’s where I’m confused, here’s where it’s been hard for me. What about you? Hmm, what about you? And opening that doorway, that’s the only way you’re ever gonna know.

David Horsager:
I, that’s brilliant. What about, how, how are you doing this? Like, let’s, how do you keep the white space? You’re running a company, you’re putting out some amazing work, you’re, you’re running, you’ve got your family, you’ve got your life, you’re traveling, you’re in New Zealand, you’re back in the US in a month. I mean, what, how, how do you, maybe even just jumping into some tips and takeaways that we can all use, but how do you do it?

Juliet Funt:
The most important piece of white space for me is the very first thing in the morning. And everybody can just start here. This is the easiest way to start. Make sure you have a minute to think between opening your eyes and getting outta bed. It’s such a simple and beautiful interval to just pause and use what we call a strategic pause. What kind of day is this gonna be? What do I need to shake off from yesterday or from a bad dream? What anxiety is just waking up right with me cuz it’s been such a difficult time that I need to take a breath and let go of, and how do I wanna show up today? And then maybe another sip at your desk. And then maybe through the course of the day, you take advantage of forced white space that is thrown upon you.
Maybe that rainbow spinning ball can be your friend instead of your enemy, or you’re waiting in line instead of reaching for the phone. Start realizing that there are a lot of times where we’re gifted space and we’re waiting or we’re thinking. And if we don’t pick up that phone to fill it, space is ours for the taking. Now, in terms of a specific tool, this all is training wheels that I’ve just described to you to get you to the basic starter tool called the wedge. And the wedge for most of your audio listeners are not gonna see me. Now I’m, I’m making a triangle upward with my fingers and I’m pointing upward with this wedge, I want you to imagine a little wedge of open time, unscheduled fluid, open time inserted in between two activities that previously would’ve been connected. So this is to open up things that would’ve been touching between a meeting and a meeting between getting a bad email and responding quickly between, oh, I have an idea and I’m gonna execute on that idea. Just little wedges inserted and opening. And what happens is we begin to have this interstitial space, not the big scary 30 minute executive block of white space, one hour executive block of totally unattainable white space. Three seconds, eight seconds, a minute and a half, five minutes. And now there starts to be a little bit of oxygen in the system and that’s where we begin.

David Horsager:
I remember you speaking when I was listening to you at one point at least even kind of making the recommendation. I think this was more recently because with all the Zoom meetings, even saying something about between Zoom meetings, you recommend 10 minutes. Is that right?

Juliet Funt:
Well, there’s a cardinal rule and then you can design a custom application of it. So here’s the cardinal rule. Never let the colors touch on your meeting calendar. I wanna see a nice stripy calendar from this day forward for every single one of your listeners. If it’s 5, 10, 15 minutes, whatever it is, when the colors don’t touch, the day can have some oxygenation in it. And as you’re going back to the office, if you’re used to top of the hour to top of the hour, you now you’re gonna have to move to a different room. You’ve, we’ve forgotten how to, you know, how that we’re not gonna be clicking on and off. So we, we start with those stripes and then if you like, we can break down what occurs inside each stripe to really utilize it properly. Shall we go there? Let’s

David Horsager:
Do it.

Juliet Funt:
Okay. Cause it’s very important when you have a stripe of white space, it is not intended to just you, you know, go on TikTok, that’s not the point of the time. The point of the time is to do three things that really, really start to change the nature of this maniacal workplace. You look backward, you look within and you look forward. So in a typical slice of white, let’s say we’re gonna do 10 minutes, about the first three minutes should be looking back, who did I just talk to in the last meeting? Do I need to make a note, enter something, send a calendar invite? Or do I just need to think about how did that really go? What could I have done a little bit better with David? Then look within time to check into the human being. Am I hungry? Do I need to close my eyes for 30 seconds?
Do I have to get ahead of a bio break before the next meeting? And then we look forward the most important part for business and sales and building relationships. Who am I about to sit with? What human being is gonna bop into that waiting room in three to four minutes? Who, who do I need to be for them? Cause we all have different aspects, different colors of our personality that we bring to light with different people. More casual, more serious, more data filled. And then what do they need? What do they want and how can I serve them? And so when you do that, look back, look within and look forward. Wow. Do you show up as a different human being to that next meeting?

David Horsager:
Talk about a way to be more present. Wow, I love it.

Kent Svenson:
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David Horsager:
So any, any other tips on meetings? I want to ask you about the, you know, I’ve heard you speak and see some of your writing on two big thorns for people. I think listening, and these are getting into the weeds here, we could have talked to so many things to Juliette. Should we, we’ve got, we need like five episodes, but, but ba meetings and emails are, are thorns for a lot of the people, right? So let’s, let’s talk a little bit more. Is there anything else with meetings that we should think about as far as creating healthy white space or better meetings

Juliet Funt:
So much? Yeah, we could do about five. Let’s, let’s think about this guy I met named Devon. Devon is a senior executive. He’s a definite big shot at a large company. He told me this story when we were writing the book. He said he was sitting in a meeting sequence, large accounting firm, four meetings in the course of a day that were all the same presentation. They were these upward approval cycles where you convinced the rung and then the next rung and the next rung and the next, he only needed to be in the last meeting. He’s the big shot. But they begged him to give the face time of, you know, just sitting in the other ones. And by the fourth meeting he was reciting the deck. He was mouthing the words. He knew this content so well. There was no tactical reason for him to sit in any of those other meetings.
He knew he was wasting his time sitting in those other meetings. He was sneaking peaks and his phone trying to not be bored. But even with his power and even with his authority, it never even occurred to him to opt out. And if you think about the concept of opting out, if Devin can’t do it, I promise you most of the people sitting at their desk without that kind of agency can’t do it. And we have an entire culture of people who never even think about tiptoeing into the world of, I don’t think I’ll be adding value at this meeting. I’d like to decline. And so if you’re going to have the colors not touching as a beginning, we also wanna have some places where there are no meetings. So we can think and strategize and write and be creative and go deeper and build.
And in order for that to happen, there has to be be control at two junctures. We have to be able to control who we invite and we have to be able to control what we accept. And for most people, it’s the second one I mentioned that is the scariest. Opting out is very intimidating, but it’s an absolute necessity in the world of work that we’re in. And so the safest way to get used to it is to find what I call a nobody. This is a pal that you say, I’m thinking of saying no to this thing. Can I talk through the way that I’m gonna say no to see if it sounds good to you? Does it sound authoritative or high maintenance or, or receivable to the person that I’m about to say to. And you can practice saying no to meetings. You can even practice saying no to projects or certain client demands. And and we need this kind of scaffolding support because we’re in a culture of yes, we’re in a culture of I win points by being the most miserable in some ways, you know, the Olympics of pain that we’re all showing off. And so learning how to opt out and then having the support of a nobody or two really important techniques,

David Horsager:
The Olympics of pain we are showing off. It’s totally true. Yeah. We don’t need to get medals in that. I’ve often said the most difficult word for, or the most important word for leaders is not yes, as many think it is. Actually no. The ability to say no creates a space for the best. Right? So saying no to good, saying no to this saying no. But I can tell you, even as you say it, I’m thinking Juliette’s talking to me, I still, I will, You

Juliet Funt:
Asked how how, Oh sorry, go ahead.

David Horsager:
No, i i I just have an issue myself saying an owner right to certain things

Juliet Funt:
And we talked, I was just, that was what I was gonna say is we talked at the beginning about our keynote schedules and you said something like, I do a hundred keynotes and I, and, and you and I would do one, I try for one a month is my goal if I can, but everybody has, it’s probably one of the ways that I do protect white space. You asked me how I protect mine is I think my boundaries have gotten really, really strong. I definitely have my weaker spots, my tech addicted nature pulls me too quickly into my technology in those, in those moments. But it, once you start saying no, and once you start seeing the benefit, the incredible benefit they’ll see in the book a tool called the Hourglass, which is much too complicated for us to break down on a show that’s audio only. But there are techniques that we’ll make saying no easier the first time and then like riding a bike and then easier the next time. And even easier and even easier. We just need to build the muscle.

David Horsager:
Let’s jump into it. One of those challenges, and I will say this to my benefit, I, the tech addiction is not my, my my pain point. I, I I I run from it all the time when I probably should check it. But it is, we all have different, different challenges and reasons and and whatnot. But let’s talk about this, this tech piece of email because you’ve given some great tips and ideas on how we tame even as you talk about in the in the book defeating the email beast. And what are, what are some tips and takeaways we can think about as far as taming that email beast but not at the expensive relationships that we need to keep?

Juliet Funt:
Sure the philosophy is more important than the rules. Everybody wants to start with rules. We really need to start. It’s like holding a rosary. When you don’t have a religion, it’s backwards. It’s the wrong way to start. The philosophy is one of less emotional connection to email. And when we can start releasing emotionally, it reminds me of this story in the book that I love about this guy named Maurice. He had this really relaxed quality about email, even though he was a middle manager in a car company and middle managers usually get really, really hooked cuz they feel that pressure from both sides. I asked him how he became so in control and he said that when he was young and he was selling cars, he was on the floor and they would get these manila envelopes on Monday and Friday. This is pre email and it would have all the memos and xeroxes and updates and things that company thought he should read.
And he’d read the Wednesday one, like a good little boy. But then by Friday he hadn’t even gotten through it and he’d get the Friday one and then they would start stacking up and then by Wednesday he’s still et cetera. So he went to this guy, Maurice, old guy on the team, what do you do? And Maurice just smiled and he said, Come with me. And he walked him to the parking lot and he opened the trunk of his car and revealed exactly three things, a case of water, a jack and a giant box of unopened manila envelopes. And he said, I put the date on and I throw it in here. If nobody asks me about anything in three months, I throw it away. And I tell this story in corporations, people get a little ruffled cuz they think I’m minimizing the importance of all the stuff coming from the corporate mothership.
But the truth is that a lot of it is over communication. And when we can just sort of relax our relationship with how important our email is, then, then next we can go, Okay, now let’s try some tools. Interval checking is a dominant tool for every smart person I know, which means you choose when to touch it once an hour at meal times, morning and evening, some, some form of interval. The more nuance tool that we really put our whole company around when it comes to email is called the yellow list. The idea of a yellow list is that you need a repository for things that you thought belonged in email but really don’t. Now when you’re about to send an email, what we teach is that you should go first through the decision tree of how time sensitive it is. If the thing, if you’re literally poised about to type and you stop and you say, first of all, is this time sensitive?
Cuz if it’s truly time sensitive, it should not be in a digital medium. It should be in a phone call or I guess a text is digital, but an immediate frame, not in asynchronous medium. Now we’ve decided it’s not time sensitive you’re about to send it. The next question is, should it be an email? Is there a reason? Is this email, is this communication email ish? Does it have an attachment a forward, a copy, a link, something that lives inside the world of email, if not most of the time. Instead you can put it on a yellow list. And what that is is just a document you keep for everybody you relate with frequently. Let’s say I have a David yellow list and I have a Jake yellow list. If I can just put it on my yellow list. I’m just gonna talk about it with you later.
So I’m gonna go, Oh, I really, really wanted to ask David about that thing about Willow Creek. And then I go, Nope, I’ll just put on the yellow list. Boom, boom, boom. It gets a little longer. Eventually, maybe once a week I call you, Hey David, can we have a yellow list debrief? I guess my phone is out of date, I’ve got my . But I, and then we just go through it verbally. No threads were created, no ccs were ever added. You can’t cc someone on a conversation, big bonus, and you just boom, boom, boom, boom, move through it verbally. Other bonuses, you get to have three dimensional communication, which means that if we wanna talk about something that’s nuanced or difficult or creative, we’re gonna talk through it in a much more thorough way, being able to speak directly to each other. So this yellow list idea is absolutely at the core of the way we work, it can transform the amount of cumulative email that you get. Yes, caveat, some things need to be in writing, legal, et cetera, but it’s by far the exception, not the rule.

David Horsager:
Let’s go one more step here because you get into elevating communication. Tell us a bit of what, how the, you know, how the best teams talk.

Juliet Funt:
The best teams know that you match the medium with the message. We just kind of talked about it a little bit. Yeah, there are two dimensional messages and there are three dimensional messages. A two dimensional message is static or fact driven or simple. Meet me at three o’clock. Did you send the report? What day is that special offsite? That’s two dimensional. Three dimensional is I’m a little upset with the way you behaved in front of that client, or I have a fantastic idea for a new product. Those are three dimensional topics. They’re rich and creative and challenging. They belong in three dimensional mediums. So 2D belongs in email, text chats, 3D belongs in face-to-face meetings, phone calls, video conferences. When we have the right medium for the right message, we work far faster and far easier. And when we don’t, we have two prices that we pay.
If you take 2D content, short fact driven content and you shove it into a 3D medium, that’s when you waste time. That’s when you’re sitting in a meeting going, this could have been a memo, right? That’s that old mug. I’m sitting in another meeting. That could have been an email. If you take the other direction and you take three dimensional content, you try to shove it into a 2D medium, that’s when you compromise richness. And the reason that you get email threads that are 35 volleys long is cuz someone’s trying to work out the nuance of something difficult in a completely flat medium that doesn’t support it.

Kent Svenson:
That’s it for this week’s episode. Be sure to check out trusted leader show.com for all the show notes and links and information from anything mentioned in today’s episode. And if you haven’t already, don’t forget to subscribe to The Trusted Leader Show on Apple Podcast, Spotify, Google, or wherever you get your podcasts so you never miss a new episode. But in the meantime, that’s it for this week’s episode. Thank you so much for listening and until next time, stay trusted.

Ep. 106: Dr. Michael Alfultis on The Careful Balance Of Leadership

In this episode, David sits down with Dr. Michael Alfultis, President of Maritime College and Rear Admiral U.S. Maritime Service, to discuss the careful balance of leadership.

Buy David’s book “Trusted Leader”: https://amzn.to/3luyqf1

Dr. Alfultis’s Bio:
Dr. Michael A. Alfultis was named the 11th President of Maritime College by the SUNY Board of Trustees in June 2014 and appointed a Rear Admiral U.S. Maritime Service by the U.S. Department of Transportation Maritime Administration.

A retired U.S. Coast Guard captain with 28 years of service, Dr. Alfultis taught at the U.S. Coast Guard Academy and subsequently served as the director and chief administrative officer of the University of Connecticut’s Avery Point campus.

Dr. Alfultis has more than 20 years of undergraduate teaching experience and 13 years of academic administrative responsibility at military and civilian institutions of higher education. His background includes service as an operations officer and navigator on a Coast Guard cutter; maritime safety and security; Coast Guard Academy faculty member and academic department chair; and senior administrator at a flagship university.

Dr. Alfultis graduated from the Coast Guard Academy in 1982 with a degree in Marine Science. He has a Master of Science degree from the University of Washington and a doctorate from the University of Rhode Island, both in Oceanography.

Dr. Alfultis’s Links:
Website: https://www.sunymaritime.edu/
Twitter: https://twitter.com/Maritime_Prez
LinkedIn: https://www.linkedin.com/in/michael-alfultis-38b55941/
Facebook: https://www.facebook.com/michael.alfultis

Key Quotes:
1. “Time is a precious commodity.”
2. “Make sure you build strong relationships with a broad constituency.”
3. “Rely on your advocates.”
4. “Transparency and authenticity build trust.”
5. “We have to guard our hearts against an arrogant attitude as leaders.”
6. “You need to find somebody that you can confide in outside of your company.”
7. “It is kind of lonely at the top.”

Links Mentioned In The Episode:
“Fix Your Climate” by Myron R. Anderson and Kathryn S. Young: https://amzn.to/3Dq3V22

Buy David’s book “Trusted Leader”: https://amzn.to/3luyqf1

David’s Links:
Subscribe on Apple Podcasts: https://apple.co/36AXtp9
Follow us on Facebook: https://bit.ly/2S9O6mj
Follow David on Twitter: https://bit.ly/2BEXgla
Follow David on LinkedIn: https://bit.ly/2Xbsg5q
Follow David on Instagram: https://bit.ly/2QDFOE5

Show Transcript

David Horsager:
Welcome to The Trusted Leader Show. I’m your host, David Horsager. Join me as I sit down with influential leaders from around the world to discuss why leaders and organizations fail top tactics for high performance, and how you can become an even more trusted leader.
Welcome to The Trusted Leader Show. It’s David Horsager. I have a special guest. We’ve been friends for over two decades, or about two decades. It’s not every time that you have on the Trusted Leader show. Someone who goes by doctor, someone who’s president of a college, someone who is an admiral, someone who’s captain a ship for our country, a us Coast Guard, someone who’s a great dad, father friend, and and is still learning every day. I remember I was young when I spoke at the US Coast Guard Academy, and he invited me to be there almost two decades ago, and all those to, I don’t know, I think a thousand or however many cadets in the auditorium. And he sat on the front row taking notes as much as any cadet. So I’m just thrilled. And it’s fun to just, it’s a tru It’s really a privilege to call you friend, and it is with respect, but also with your permission that you asked me to call you Mike today. So please welcome to the show, Doctor, Not I, I’m gonna say it all. Doctor Admiral, you know President Michael Alfultis, but we’re, today, we’re gonna call him. Mike, thanks for being on the show.

Dr. Michael Alfultis:
Good morning David, for, you know, first lesson. Where does 20 years go? time. Time is a precious commodity, and it’s amazing how fast time goes. I, I remember when I was first took this job, I was meeting with one of our alumni who’s been associated with the college for like 60 years, and he says, you know, you know, he’s, you know, in his late seventies, you know, Mike, I have, I think he said something like a thousand days to live. And, and, and, and you ba and he basically reminded me how short my tenures, presences gonna go. It’s, and, and I can’t believe I’ve been president for eight years. And it really has gone by lightning fast. And you start to realize really how precious a commodity time is and how precious every day is, and how we have to really think, be mindful of how we spend every day.

David Horsager:
Yeah, every day matters. Every day counts. We say it, little things done consistently. Make the biggest difference. Give us a little, you know, you’ve had a long, big journey, but give us the two minute Cliff notes, something we don’t know about you, and just a, a a a two minute background for those that haven’t, I don’t know. You

Dr. Michael Alfultis:
Sure. I was born, bra born, bred, and raised in the Midwest. Actually spent 11 years in St. Paul, Minnesota, which David knows. And then I went to high school at Ohio and made decisions to join the Coast Guard, having never seen the ocean. A day of my life before I went to the Coast Guard Academy. I served in the Coast Guard for 28 years retired in 2010. I, the 21 of those 28 years, I was actually a permanent military faculty member in the Coast Guard Academy. Again, that’s where Dave and I had one of our inter, one of our many interactions together. I taught marine science and oceanography became at the science department, felt really called to continue in higher education. So I retired in 2010. I went to work for the University of Connecticut, where I was the Chief Administrative Officer of one of their regional campuses. Really was not looking to leave Yon loved the job I was doing, loved the campus I was leading. But a friend of mine saw the advertisement for president of SUNY Maritime College in New York State in the Bronx. She wanted to nominate me for the position. I told her she could nominate me. I didn’t think I stood any chance at getting the job. And in 2014, I became the became president of SUNY Maritime College. I’ve been there ever since.

David Horsager:
And a load. And give us one quick background in your family.

Dr. Michael Alfultis:
So wonderful wife Kim. We just did 39, wonderful years of marriage. We have two sons. My son David, who served in the Marine Corps for five years, and he is currently down here in North Carolina. That’s where I’m at right now. Busy on my son David. My younger son, Matthew went to a small SUNY campus near Poughkeepsie called SUNY Neul, and he’s lucky enough to be back at his alma mater where he is the assistant director for emergency management. Well,

David Horsager:
You’ve had a full life already, but there’s a lot to go. You know, I was just talking to my mom and dad yesterday and dad’s will be 93 next month and still running the farm and cutting wood up there. He’s a, you know, they like to heat by fire and I can see, you know, lot, lots of life left. And we’re lots of life to do. Lots of important things, and you’ve got a whole lot to give back to our world. And thank we just thank you for doing it for our country too. So thank you. I I wanna jump right in here on, on a few things. One, let’s, let’s start we’re gonna get into all kinds of things that people are gonna want to hear, I think. But let’s just start with this. You know, I see leaders like you, they’re leading, they have very heavy, We’ve talked about some of the weight of the positions.
You’ve had some, the darts that get thrown at you, all kinds of things. But what, what habits do you have outside of work that have helped you in work? What, what are some things that you do? I, physical, spiritual help, you know, what, what are you doing to stay kind of fresh, relevant and cables so you can go manage these some, you know, 16 hour days or the weight of a captain of a ship, or the whatever. Are there any little things you were kind of doing consistently along the way that you saw, maybe even some for a time, I journaled for a time, but things that kind of helped you are really important to you consistently?

Dr. Michael Alfultis:
Well, you know, it’s interesting you asked that question cuz my first took this job, I just, I put my heart and soul in this job and, and I literally, it was seven days a week, you know, you know, like you said, you know, 16 hours a day. And literally, I made my life re revolved around the job, but the longer I’ve been here, I realized I could really, I could not keep that pace up. And so really being more intentional about you know, even on a day by day basis, just taking downtime, I just say, Okay, you know, and just, you know, you know, taking my dog, you know, taking my dog for a walk every day. You know, getting, trying to get some exercise in, you know, just, just the little things to help with the stress of the position. And then being intentional about taking time off.
You know, my director of human resources, she’s great cuz she nags me. She says, Okay, when you take vacation, make sure you take vacation. Don’t worry about the job, Don’t do email. Just turn it all off. And you know, I’ve learned more and more the longer I’ve been in this position that really the school can operate just fine without me for a day or a week. And the really important part of just really taking that time to decompress, focus on other things I love. You know, David, you asked, you know, I love working, I love gardening. So one of my big things is my wife will tell you I’m in my, it’s either with my dog or I’m, I’m gardening. But I love being outside, you know, working in the yard. I find that just to be so therapeutic, You know, we joke about probably grow of the most expensive tomatoes in the world. But it’s not really the expense of, you know, what I’m, of what I’m doing on those tomatoes. It’s the act of being out there and thinking about something else other than work. And, and sometimes the best

David Horsager:
Ideas come, come then, right? Like, I remember the the mentor of mine years ago, and he’s passed, but he was the CEO of Dayton, Hudson Corporation, which became then CEO of many no target corporation Target. And he, he took over the, he was president of one of the units, and then he became, but, but later, of course, became overall ceo. But he, he said he said it, it hit him when his HR or his senior leader said, What do you, you know, what do you, how many ti days have you taken off this year? How many, how much time have you taken? And he said, Well, none. I don’t have any time. I’m ceo. I, I’m, I’ve gotta do all this. And the overall CEO said to him, Do you think you’re more important than me? You think you’re better than me?
And he said, And the overall CEO at the time, before he became it, said, I get seven weeks vacation and I’ve taken every single day. You think we’re running this. Okay. And he started taking time and he, later in his life when he was, you know, overall CEO of Dayton, Hudson and all that, he said, one of the key things he did the other three weeks, he did family Christmas, different things, but two weeks, every fall, two weeks, every spring, he would took at this place where he’d get up an hour later than normal six instead of five or five. Yeah. And he would walk on the beach and he’d have a notebook in his pocket. And you just made me think about this. It’s like gardening. Like, I love to garden too. I love to be out there. And, but I was just thinking some of my best ideas, not that I’m trying to think about, I’m trying to refresh, but he said he would walk along the beach and it took him a week.
And in the second week, all these ideas came. So his, his mode for those two weeks, weeks was I go along the beach with a notebook all morning, I read, and he goes back and sits down and he reads after that. And then in the afternoon, he plays golf with his wife, eats a nice meal and goes to bed. And that was his two weeks in the fall and two weeks in the spring. Now I have yet to take that kind of time off, but it makes me think of, of of that kind of pause and time away, kinda like you just getting in the garden. And I, as you know, I love to garden. We’re on a little hobby farm, hobby farm. That’s exactly what that means, is it costs a lot more than you know, it’s where you throw money out instead of making it. But you know, those expensive tomatoes can taste good too.

Dr. Michael Alfultis:
Yeah. So, and real briefly, Dave, so, you know, our home, you know, so I work, I live on campus. I live on campus in the Bronx. Our home is upstate and it’s on a lake upstate. And, you know, again, being intentional about, you know, I, during the school year, I can’t get up there every week, but I make it a point of getting up there at least twice a month. And, and just, you know, being out on the lake, walk in the dog, my, my staff laugh at me because I do like you, I get ideas. I take Rosie for a walk and I send emails to my staff, You know, walk with Rosie. It’s the title , and here’s the idea that came there. My walk with Rosie. Yeah. so I agree with you when you take those times and just, you know, walk, you know, walk the dog or go on the boat or work in the garden I’m, I’m like you, I’ve gotten a habit now, frankly, with my phone.
I just opened my reminders thing on my phone and I just quickly type in ideas or reminders of, Oh, I gotta do that. You get in the rush of the day and there’s things you need to get done. You forget what they are, but they pop up later. I go, I gotta put that in my phone. So what I’ve been doing lately, that’s worked really well for me. It’s just putting those reminders in my phone when they pop in my head so I don’t drive myself crazy an hour later going, What, what was that thing I was supposed to do?

David Horsager:
Or, and a notebook for me by my bed, I’ll wake up and then I can go back to sleep. But if I don’t have it right there and get it out. So that’s, you know, this is important. It’s important for me right now actually, because as you know, I’m walking by senior leaders. I sometimes take away take the weight of their trust issues and challenges, and then I’m carrying that and I’m carrying my, you know, running this. And I, I, I gotta pausing, thinking, rejuvenating. Really good reminders. So let’s, let’s jump into some of, you know, you have had, I mean, I’ve watched you lead with such courage and grace in the midst of some very challenging times. And we could go back to, yeah, I think a commanding officer at the customer academy, some of the other things.
But let’s jump into lately at the college you know, what are, let’s just in this role, you know, I, I, my brother says we’re, we’re in a more critical world than we’ve ever been in without the ability to critically think. And, and I often say, you know, we’re, you know, if you want to get critiqued for a living, my experience, if you wanna get critiqued for a living, if you want that your job in life, give a speech, everybody’s critiquing, you write a book, everybody’s critiquing you or lead anything, and you’re in a, you know, no top position, You know, you could, whether it’s pastor, president of a college or ceo, you get critique. But how do you deal with trying to do what’s right in the midst of that world where you’re, you’re, you know, nationally or, you know, people are critiquing you from papers to life to logs to board of trustees or whatev, you know, what, how, how do you manage that? Well,

Dr. Michael Alfultis:
I don’t know if I have a secret answer that question, David . So, you know, as you and I have discussed in this position, I have, you know, become subject to at times very social media attacks from various constituent groups associated with the college, mainly alumni. And the social media attacks are typically not anchored in truth. They typically exaggerate, they fabricate. And it’s very difficult cuz you know, my reaction is I just want to just go toe to toe with them and, and try to correct the, try to correct everything. And, you know, and like my, my chief of staff and my communications director, my provost, like, you know, you know, Mike, don’t get into that with them because you just enable them more. You give them a, when you, when you engage with them, you give them a platform.
And so it’s really, really hard as a leader sometimes just to not do anything. And, and, you know, I think when the advantage of social media is yeah, you, you may be in the fire for a week, a week later, they’re, they’re moving onto something else. And, and so that’s what my staff keep reminding me is, you know, Mike Yeah, yeah. It’s, you know, what they’re saying is terrible. But you know what, if you enable them, it’s just gonna drag the whole thing out longer. It’s, and it’s gonna give them a platform that you don’t necessarily wanna give them and give it a week, and they’re gonna move on to something else

David Horsager:
That’s hard when they’re, and I know some of your, you know, challenges we’ve talked about, but when people are outright lying, like they don’t know the truth about that, and they’re blown up their blog or their sphere of influence by saying something that’s hard. How do you

Dr. Michael Alfultis:
Deal with that life? You can, you know, David, you can question, you know, maybe the decisions I make, maybe the, you know, you can question, you know, maybe where I’m trying to take the college, you know, you may question, you know, my strategic plan and say, you know, maybe this might not be the right plan for the college. You can question that. But the hardest part, Dave, is don’t question my integrity. Mm-Hmm. . And, and that’s the hardest thing to just keep your mouth shut about and, and let the slings and arrows go, even when it gets to the point where they’re really calling to question your, your, your integrity. But again, I found my staff’s advice is correct. I just, if I engage with them, it just, it goes back and forth, back and forth and, and, and the, and the truth really doesn’t come out, you know, And I think the only way the truth come out comes out is by, you know, building relationships with people, you know, so that when these things happen, everyone goes, Well, I know Mike and I know that isn’t Mike. And so I, I think the key is to be truthful and authentic and build authentic relationships with, as a broad constituency as you can, so that when these things happen, you have, you don’t have to speak because other voices will speak for you and say, I know that’s not him.

David Horsager:
What would you say you know, within what you can share, what’s the hardest thing you’ve had to go through and how did you deal with it? I’m working with your listeners today. They can, they, we know that some senators are often listening. We know that CEOs are listening. We know that people are getting, they’re in your role. They have the weight of leadership, and yet that they’re getting attacked for things. And they’re trying to lead. Well, believe it or not, some people well, many people think all the government’s bad. There, there are senators and representatives that want to do what’s right. They’re often not in the news way over on the right or way over on the left. They’re trying, and yet they just get a, you know you know, what’s the hardest thing you’ve been through that you, what and what have you learned from it?

Dr. Michael Alfultis:
How much time do we got David ? So just, I’ll try to be brief. So this, this past spring I made, you know, part of our strategic plan was, So at, at Maritime College, we have a regimen of cadets. If you’re in, in, you know, by US law, if you’re in a merchant Mariner preparation program, like at the Six State Maritime Academies, we’re one of the six. If you’re in a, in a merchant mirror and a preparation program, you’re required by federal law to be in a regimental structure, a regimen of cadets. So about two-thirds of our students are in the regimen. And I, part of our strategic plan was to do a review of the, of the regimen cadets, how to make the regimen better, how to make it stronger, how to build pride in the regimen of cadets. And so we, I brought in eight very high level, you know, people who, who, who have been with experience with other regimens at other, you know, organizations, either the other federal service academies, private schools that have regiments.
So I brought them in and, you know, they basically, you know, engaged with our leadership. They engaged with the cadets, and they produced a report, an external review report. So it was an external review of, you know, someone from outside looking in and saying, you know, what’s, what’s the strength of the regimen? Where can the regimen improve for these people? We’re from higher education for the people we’re actually alumni, and they wrote a report. This is one of those things, as it leaves, sometimes things don’t turn out the way you expect. So the, the report was they really had some stuff in the report that I would rather not have had a report about climate and culture. Some, you know, some sexual assault cases that we’ve been, have been dealing with sexual harassment cases that we had been dealing with.
And it was good to be truthful. But in the report, the, the details they put in the report violated federal policy protection for, for our students, because the details of these incidents were such that we’re a small school and everyone know who that cadet was or what that incident was, and who, who was involved with. So when we released the report, I made their decision to redact portions of the report that violated the privacy of the individuals involved. And there’s also accusations against staff. And I had to fi, you know, and so I, you know, the, the violated the privacy of the individual. Also, we redacted small portions of the whole report. We, we redacted 1.5%, so we released 98.5% report. So there’s a maritime blog site that, that people approached about the, the fact that we redacted some report. And he ran an article that quote, I was engaged in a coverup of the climate culture of the school that I was covering up sexual harassment and sexual assault at the school.
And that I had redacted large portions. That was the direct quote. I redacted large portions of the report. So that was a whole headline that he released on his maritime blog site. A congressional staffer in house congressional staffers read his article, approached me and said, I demand your release, the UNRE Act report. I said, I can’t do that. It violates federal law. He said, Well we congress, we hand classify stuff all the time. You need to release to me on redact report. So I, at that point, I contacted our legal office for the, the system, SUNY System. SUNY system agreed with me. They issued him a letter again explaining the portions of federal law that would be violated if we released to him an unredacted report. And he sent me an email that said, and I still have it, if you don’t release that unredacted report, I’m gonna make life difficult for you.
I did not release the un redacted report. And so I would then became subject of Jennifer iga was a subject during a congressional hearing where the chairman of the, of the hearing called me out personally for not releasing that re on redacted report. So now I get another headline in the same maritime blog site. You know, you know, Admiral Faults refuses to release, refuses to release rape report to Congress. It wasn’t a rape report. So he ended up changing the headline to SAS report, Sexual Harass sexual Assault report, which it was not, again, it was a review of the regimen of cadets. So he released that article next, and again, just he wove together other, other stories in a, in a way that completely misconstrued my presidency and what I’m trying to

David Horsager:
Do as president. Well, you take all this, and I, I mean, one thing I know about you that others don’t know is I know this strong, courageous friend and admiral and president, but something I know about you too is you’re, you are sensitive. You are caring, you are the, in a way, and I don’t wanna put this in a negative terms, but the softest admiral I’ve ever met . And, and so, you know, you’ve got this caring soft side, right? I mean, in fact, when we met, I think it was at a one time at a youth event that you, you were taking your boys to when they were very young. So you know, what did, what, I guess what’s the biggest, Okay, you know, we’ve got leaders, We’ve all been through some, not like this, but gotten attacked. What, what, what would you do differently next time? Or is there anything you stayed on your integrity, you stayed doing the right thing, you’ve been attacked, you will be again in your role. But I should say this, by the way, to everybody listening before you were there talking about a, a challenging situation. I believe there were five pre three or four presidents in five years, right?

Dr. Michael Alfultis:
I was the fifth president in four years.

David Horsager:
Fifth president in five, in four years. Right. So you talk about challenges of, of the place and the culture and all you’ve been trying to do there. It was, there was challenges for sure. But what, what have you learned from, from this challenge specifically?

Dr. Michael Alfultis:
I guess first of all, again, as a leader, you might start something off with all the best in intentions. And it, it’s just, it’s gonna go south on you. You know, you may have all the right intentions in the world, it’s gonna go south on you. So I, I’d say that’s the first thing is, you know, sometimes you just got, you be prepared for something coming outta left field. Like, wait a minute, where’s this come from? I started this regimen review to make the regimen better and stronger, period.

David Horsager:
But how would, are you prepared for that? It’s like, it’s like, how would you prepare for the pandemic? Like, how would’ve you prepared

Dr. Michael Alfultis:
Again? I think again, the key is getting back to what I said before. I think the key is, you know, making sure that you build strong relationships with a broad constituency, and that, that people know who you are. So what happened when this came out this maritime blogger, I mean, he got a number of emails and letters from people who do know me, who basically told them to knock it off. That it was, you know, completely not accurate. Again, one thing I did do is I reached out to the, the external review committee, the eight people, they, as a committee wrote the blogger and, and, you know, tried to correct, you know, the, the facts with him. So, so I, again, I think the first thing is, you know, as a leader, if you can be authentic and build relationships, you’re gonna have advocates for you. And I think you need to rely on your advocates to support you personally and also rely on your advocates to speak out on your behalf. So it’s not, it’s not you necessarily speaking out, but it’s really your, all your advocates who know you, who trust you mm-hmm. who are speaking out on your behalf.

David Horsager:
So, let’s jump to another part of leadership here, because I think of you and what I remember in, in some of my interactions, and I’m thinking of being on campus at the at the US Coast Guard Academy the most, you know, still the military is top down. You do this, you do this, this person, you know, you, you get a directive and you’re supposed to listen to it. And yet, what I’ve seen with you at your, with your leadership team, when we sat around the table, even v virtually times, you’re very, you personally in a militaryesque environment are quite consensus driven. And so how did you take, I mean, you see the military this way, you see being captain over here for 20 some years. You, you, you, you gotta make a directive. But you’ve also been able to meld, because I’ve been in parts of the military.
I, you know, I’m, I’m thinking of one specific situation I was in working with the military, and it was very, I, I watched the directive environment that, you know, that’s supposed to supposed to speed things up. Cause you just take the directive. And in this situation, because the bottom couldn’t think and make an action quickly, it actually slowed it down. And in, in this situation, I saw, and I, and I’ve seen you add, you know, consensus where kind of a new way in the midst of the environment that is still top down. Can you speak to that a little bit?

Dr. Michael Alfultis:
Sure. I mean, it’s interesting you speak to this. So again, try and make the regiment better and stronger in, in trying to help the upper class understand that effective leadership is not necessarily being top down directive, but again, by truly leading people, mentoring people, guiding people, you know, working, you know, listening to people getting multiple inputs in your, in your decision making, you know, so, you know, certainly in the military has evolved dramatically in, into this model of really, you know, more of a consensus type of, you know, I, I think as leaders, any leader, military or civilian, there’s that tough balance between, okay, you know, if you lead try to lead too much by consensus, you’re almost paralyzed, right? And, and people don’t see you as effective leader because they don’t see you really making decisions. They see you keep on asking people and trying to reach consensus. So I’ve always found this issue to be a really careful balance between, you know taking the time to build consensus and to listen to people and gather inputs or multiple perspectives and multiple constituencies, and then arriving at a decision, but at the same time when necessary saying, This is what we’re gonna do, period. This is what we’re, this is where we’re gonna go. And I’ll do, just give you a quick story. I’ve

David Horsager:
Seen the problem on both sides too. This is really good stuff because I’ve seen people to be too directive to, and I’ve seen people actually just to wanna be consistent, kind of for their own selfishness. I want everybody to agree with me. So we’ll only go where we agree and, and you’re the leader. You gotta make the bottom line decision too. Yeah, go

Dr. Michael Alfultis:
Ahead. So I think it’s a very careful balance, David. Yeah, totally. It’s a very careful balance. And I’ll just give you a quick story on this. So this year at one point I heard the major general in the Army, who’s in charge of all army sessions, whether it be boot camp, o officer cans, school warn officers, he’s in charge of all Ascensions. And what the army’s trying to do is move away from this, what they call the shark attack model of, you know, bootcamp, where the, the, the recruits show up and me, they’re pounced on by the drill instructors, and they’re yelling, scream in their face, and he says, You know what? This is not the way the army used to do, you know, you know, bring a civilian in and try and help them transition to a soldier. This is only advent.
This only became about during the Vietnam War, during the draft, you know, the draft army. So the Army’s trying to transition back towards a model of this transition from soldier to, from civilian to soldier, that really involves, again, real leadership, real mentoring, real guiding. And so what happens on the first day at bootcamp is a, after the recruits get all their basic gear and they show up where they’re at their barracks, they lead ’em through what’s called the first hundred yards. And on each drill, instructor’s patches says, Follow me. And so what they do is they get a tasking. It’s all Hollywood, us, you know, they get a tasking over the radio, We gotta go do this. We gotta, you know, to accomplish this task. Which of course involves going through mud and climbing walls and carrying stuff. But the, instead the drill starts just yelling at the recruits.
The drill instructors are doing it with the recruits. They’re crawling through the mud, they’re carrying all the gear, they’re climbing the walls. And, and so what the army’s trying to do is get back to this model of follow me mm-hmm. , you know, and what he said is, you know, the most effective drill instructors right now, the most effective drill instructors are the ones that are in the evening. They go up in the barracks and, and talk to the crews that say, How are you doing? Why did you join the army? What’s going on at home that you think I need to be aware of? And so, you know, you know, David United Volvo, that really is effective leadership, whether it’s leading the company or leading a, a brand new recruit through boot camp that’s effective leadership.

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David Horsager:
So how did you take some of the times over your career? You’ve had different roles of leadership. What have you learned is most effective for building trust, especially when you had to do it quickly? I mean, I’m thinking about, I mean, this last role as president, you got, you know, five presidents in four years. How did you, in a totally different space, You’re not here, you’re not at the academy, I’m, you know, jumping into a college maritime college. How did you build trust? What, what worked?

Dr. Michael Alfultis:
What I flattered the most about David is over my career, I keep on hearing people describe me. As, you know, Mike is authentic. I hear it all the time. And it’s nothing, it’s nothing I try to do. It’s nothing that I, I, I, you know, it’s just something that I just, I just really, I’m complete, you know, authentic and transparent. Mike is authentic. Mike is transparent. You know what you’re gonna get with Mike. And, and, and it’s nothing that I’ve ever really thought about of being attention about it, just, it’s just kinda maybe who I am a little bit. But I, I think those are the two key words transparency on and authenticity, build trust. And it’s something you just have to do every day. I think you always gotta be mindful that, you know, again, as a leader, I always, I tell, I told the upper classes they’re leading the, the regiment, you know, the, the underclass, they’re watching you every day.
They’re watching what you do every day. So if you’re telling them that they need to look good in uniform, you better look good in uniform, you know? And, and so, you know, I think as leaders, we all tell, remember, people are watching us all the time, and they’re not judging us by our words. They’re judging us by our actions and by our deeds. And so I, I just try to always be every day just true to who I am, Be authentic, be transparent, and that, and that people know this is, this is what they’re gonna give with me. And, and they may like it, they may not like it, but they’re gonna know who I am

David Horsager:
In my experience. I just gotta say, because, you know, in my limited experience with you, and there’s other parts of the military, obviously we’ve worked with, got a significant work we’re doing now with the, the Navy and some others. But, but I, you are unique, Mike. It’s like there’s this, there, there as co you know, I’m thinking of some of the leaders that are like, boom, boom, boom. But I’m like, you’re like leading in a big way. But there’s another word I would add to what I’ve seen, and that is humility. And I see the, there’s just a humbleness, a willingness to learn all these roles. You’ve had a, a, a and I think this is a big deal today. I think it’s a big missing component of great, of, of, of leaders that, that they’re missing to make them great leaders. And I think, you know, the, the opposed those, the, those that are arrogant are opposed.
In some ways we just oppose the arrogant and we give grace to the humble. We, we you know, we listen to the humble, like we, we will follow the, those that are humble instead of this. But it is different than this old way of what people think in the military. The way I see you, the, one of the things I just think is unique, here’s an admiral, President was ca you know, all these things, but he’s, you got this humility and authenticity and you’re like, eh, I don’t know. But you know, I I can definitely see the authentic and transparent and how unique it is in your space.

Dr. Michael Alfultis:
Yeah, Dave, I, you know, honestly, you ask about daily habits. One thing, frankly, I pray and think about every day, it says, guard my heart against being arrogant, guard my heart against thinking that I’m more important than this job. You know? So I do agree with you that, you know, we have to guard our hearts against this kind of arrogant attitude as leaders. And, and, and I do do, I do pray and, and I think about how can I be humble?

David Horsager:
But it, it is kind of, it’s easy. It’s like once you get first class, you kind of feel like you deserve it in the plane, right? Once you get, you get your own living quarters on the college, and you get this Beatle thing, and you got the someone else to make the meal and you got the whatever it is, it’s like the academy, you know, it’s like, oh, you start to feel like, it’s like that takes work to consistently be humble.

Dr. Michael Alfultis:
Yeah. My previous, my, you know, I, you know, for example, this position comes with a car and a driver. I said, College can’t afford the driver. Get rid of the driver. I’ll drive myself. You know, I, I don’t, I don’t need to be driven around. If I need to be driven around, I’ll ask my wife to do it. .

David Horsager:
But,

Dr. Michael Alfultis:
But, you know, but you know, you know, again, just sorting out kind of some of the things that come with a position that just, that just aren’t necessary. You know, what I’ve seen, again, past presidents do, and this is a very common state with college presidents. They walk in, the first thing they do is say, Okay, I’m gonna spend $50,000 on renovating the quarters. I’m gonna spend $75,000 on renovating my office. I’m a, I walked in. I said, I’m not gonna make that mistake. Cause I seen what happens when college is, you know, that are frankly, make college aren’t financial difficulty. And, and the first thing that president says is, I wanna spend a hundred thousand dollars on making my life more comfortable. No, you know, my, my office was adequate, my house is adequate. And I made the intentional decision to, to not be subject to criticism for wasteful spending, frankly. And, and I think some, some, I’ve seen other cos presidents do it. They just walk in and just, they want all of this stuff. And it’s just like, no, You know, that’s just really not, you don’t need that to do your job and be effective with your job.

David Horsager:
Who’s someone back to leadership here? Who’s someone who’s inspired you as a leader? Who are some, some of those that inspired you to be who you are today?

Dr. Michael Alfultis:
Briefly, two people. First of all one of the previous superintendents at the Coast Guard Academy one of my responsibilities when was at the, the academy was I, I you know, all colleges have to go through an accreditation process that validates the quality of their programs and that they’re able to meet their mission. And I was a fairly junior officer, and I said, Okay, I’d like to serve on, on the accreditation committee. And my boss was kind of the person that was the chair of this committee, and my boss suddenly retired. And so the next thing you know, well, I’m a junior member of the committee, they said, Mike, you’re in charge of this committee for accreditation. And it, it was a multi year effort. And, and, and, and the college did great through accreditation and got really glowing comments from the accreditors.
And we did just final accreditation. So one day I’m walking back to my office from class and there’s a superintendent, Coast Guard Academy waiting for me in my office to thank me for my service to the college, to the academy to make sure that we got reaccredited. That made a huge impression of me about servant leadership, David, servant leadership, about, you know, my boss waiting for me in my office to thank me. And so, one thing, thing that I do is I make a point to get out and, and go to people’s offices, go to people workspaces, so they see the president, you know, in their workspaces, You know, and one thing that briefly, one thing Kim and I do every year, and Kim, everyone thinks we’re nuts are doing this, but every Christmas we bake Kim Banks, I won’t say wheat, Kim

David Horsager:
By Kim, by we, I mean Kim.

Dr. Michael Alfultis:
We we bake Kim bakes a small, you know, it might be a mini loaf of pumpkin bread. It might be a a a, a mini gingerbread cake bake in is just for like about a hundred people. She bakes them. And then I write cards out. I remember my staff a week around Christmas time, go to every staff office and I, we give them a small little baked good and a card to thank them. Dave, you have no idea how that little gesture has impacted my staff that I, that Kim, I take the time for that little gesture to say thank you. Big impact. The other person that’s inspired me, of course, is my father. He, he’s passed away. But one, my dad struggled. My dad worked in law enforcement, also struggled with alcoholism. And so one of his last jobs he did was he went to work in a maximum security prison in Ohio to process the prisoners coming in.
He’d be sponsor with the fingerprinting and the photography, and, you know, bringing the prisoners in. He transitioned to basically a substance abuse counselor in the prison system and helping people get over their substance abuse. And his attitude was, If you don’t, if you don’t heal the spirit of the man, you’re gonna just come back. They’re gonna be back in prison. So he really worked hard at ministering and, and healing the spirit of the manslaughter with not coming back to prison. My mom and dad flew out to Colorado to see my brother Chuck when, and my mom at that point was dealing with cancer, so she was in a wheelchair. So we’re flying back to Cleveland. My mom’s in a wheelchair, and my dad’s at the carousel getting the luggage, and he feels this hand on his shoulder. And my dad turns around and it’s, it’s, he did recognize him right away, but there was one of his prisoners and he says, You may not remember me, but you’re one that prisoners, you helped in prison. You saved my life. Can I carry your luggage? And I’ll always remember that story with my father again, a servant leader, a a man who really was out to, you know, help the people around him, serve the people around him, and make life better for the people around him. And I’ll always remember that story, my father, and I’ll always inspire me, you know, to kind of be the kind of person that my father was.

David Horsager:
I had a lot more questions, but I can’t think of a better place to, to, to drop the mic than a trusted leader like your father and like the superintendent. This is those are trusted leaders. Maybe I’ll ask you this, though. What’s next for Dr. Mike Als?

Dr. Michael Alfultis:
I struggle with that decision every day. I, you know, I, I’ve been at the, at, I’ve been President Maritime College for eight years, and, and, and if any of your listeners are, are in higher education, they know a tenure of a college president is usually six. So I’m certainly been serving longer than as typical of a college president. And I’m struggling with that, you know, how much longer, what else do I need to accomplish? I’ve accomplished things at the college that people never thought would ever be accomplished. And so I’m asking myself, When is enough is enough? When is it, you know, you know, I, you know, my next, my next, frankly is retirement. It’s, is to enjoy time with my, my children and my wife. That’s my next step. And I just, I just keep on asking myself, you know, when is enough is enough?
When have I served the college enough? You know you know, is there more work that needs to get done that, you know, And so there are some issues at the college right now that I think I really need to address. So where I’m at right now is narrowing in on those two or three things that I think I need to address to hand over the college to my successor. So I’m thinking about how do I set my successor up for success by dealing with some of the issues that I think need to be dealt with on my watch, on my tenure, and then be ready to hand the baton over to the next person but have handing them over a college that’s in a good position and handing and really setting them up for success by what I’m trying to do before I make the decision to step down.

David Horsager:
One sentence. You got a brand new leader, They’re jumping out, they’re being a captain, they’re being a manager at a company. What advice do you give ’em?

Dr. Michael Alfultis:
I think my advice is you need to find somebody that you can confide in outside of your company. It’s outside of your responsibility. Someone that you can fall back on, rely on, talk to, get advice, get support. You know, honestly, David being in the top, I know, I know this is said a lot, but it’s come, but it is kind of lonely at the top because you, you, you, you gotta be careful of, you know, who you can confide in within your organization because you may find out that, you know, you may say something to someone in confidence, and next thing you know, it’s all over the, all over your organization. So I think the best piece of advice I’d have is, you know, you know who is, you know, build those relationships with people that you can trust, that you can fault back on and rely on. And, and when times of need, when you need advice, when you need support,

David Horsager:
If you’re doing leadership loan, you’re doing it wrong. And yet it is lonely. And so how do you build out that accountability, that mentorship, that team for life? No doubt about it. Any, any resource you would recommend that, any book or anything that you’d recommend for people?

Dr. Michael Alfultis:
Just real briefly. So I had my entire cabinet read this book. It’s, it’s orient toward higher education, but I think it would open up a lot of people’s eyes outside higher education. And it’s called Fixer Climate, A Practical Guide, Reducing Microaggressions, Micro Bullying and Bullying in the Academic Workspace. It’s by Anderson and Young. It is on Amazon. That book really helped. That book will really make you think about what you say and what you do in terms of microaggressions and micro bullying, things that you, you never even thought would offend or hurt somebody. But when you read this book, it really might starts to get you to think more about what is the kind of climate and culture you’re building within your organization by whether you accept these little, you know, we’ve talked, you know, Death by a thousand pricks, right?
You know, so if one person in your organization, it’s constantly hearing these little comments, these subtle comments, these subtle actions, that person’s gonna feel marginalized and that that person’s not gonna be effective. And what this book talks about is, you know, you know, you want you, it’ll really affect the, it’ll affect the effectiveness of your organization when you allow the sorts of behavior of, you know, the subtle comments, the subtle behaviors. And so this book really helped my cabinet. And I really think about what kind of climate we’re trying to create at the college. And, and what we’re trying to do in terms of being more careful by what we say, and by the way, we do those little actions that could cause over time can cause a lot of harm, and it can really hurt an organization’s effectiveness by affecting the climate and the culture of the organization. So, again, it is written for higher education, but I think it’s a great book to read for anybody about this issue of micro bullying, microaggressions, and bullying in the workplace.

David Horsager:
Great, great idea. Fix your Climate. So in the show notes, trusted Leaders show.com, we’ll put the bio a little bit more about Dr. Michael lals will put the link to this book, Fix Your Climate. I’m gonna get it. And and anything else he’d allow us or let us share. You know, Mike, I often end with the message or the question, who’s a leader you trust and why? And I think we heard a couple that inspire you. Is there any other, you know, are there any other leaders that come to mind or people in your life that come to mind that really, boy, I trust that, Or maybe it’s the, the people that, somebody that you connect with as far as your little personal board that you’ve talked about, , you know, that you like, keep, keep some people outside. Anybody else?

Dr. Michael Alfultis:
Well, I, I, I think did the, frankly, my pastor , you know, I, you know, I’ve relied on her so much in, you know, in my struggles of the past six months. It just, you know, leaning on her and talking to her it’s been tremendously helpful. She’s got a such a great spirit that I trust her so much. And, and I, and I know, frankly, I know she supports me you know, through her, through her thoughts and prayers. I know she’s supporting me. So, and, and, and honestly, David, I’ll just remember with a really quick story. I just got an email yesterday from member of my staff. She went to the chapel on campus and she said, Mike, I just want you to let you, we just want you to know someone on campus. We don’t know who, but someone on campus wrote in the book of the Chapel that they’re praying for you.
And that just, I don’t know who it is, but what meant the world to me to just know that someone’s thinking about me in, in, in supporting me in, in, in, in the way that they can through their faith and through their prayers. But I, I’d say the, yeah, the other person that you right now that’s helping me the most in getting through some of these things is just being able to go talk, you know, confide in my pastor and talk to my pastor, cuz I know I can completely trust her. And, and, and, and, and rely on her.

David Horsager:
Dr. Admiral Michael, Al this friend, I am so grateful for you, for the friendship, for the way you’ve made me better for just the, the times we’ve had and for this this just sharing some wisdom with the, our audience. And I’ll put a, put out a public invitation. Maybe it’ll put some pressure on. So for the trusted the next Trusted Leader Summit, we’re gonna publicly invite Dr. Dr. Mike to come out and to share the stage with us and pay for you to be there and, and bring Kim out. And we’d love to have you, you know, we had the summits, amazing people we ever think from senators to CEOs, but we would love to and, and others, but we’d love to have you out to that. Next, let’s see, November. I believe it’s something seventh through the ninth. 2023 is the next Trusted Leader Summit. But we’d love to, love to have you there in the midst of that. I just want to thank you personally. Thanks for being friend. Thanks for what you’re doing for our country and our world, and that has been The Trusted Leader Show. Until next time, stay trusted.

Ep. 105: Dave Sparkman on Why You NEED A Values Lens To Align Your Culture

In this episode, we feature an exclusive clip from the 2022 Trusted Leader Summit where David welcomed to the stage Dave Sparkman, Former SVP of Culture at UnitedHealth Group, Founder of Spark Your Culture, and Executive Director for Crossroads Career, to discuss why you NEED a values lens to align your culture.

Buy David’s book “Trusted Leader”: https://amzn.to/3luyqf1

Dave’s Bio:
Dave Sparkman is the former SVP, Culture at UnitedHealth Group, a Fortune 5 company. Over 9 years, he led efforts to infuse an over 300,000 person organization with a corporate mission and values that would improve corporate results.

Currently Dave serves as the Executive Director for Crossroads Career, a national non-profit career transition ministry. He’s also the founder of SPARK Your Culture, an advisory firm specializing in helping organizations transform and flourish through healthy, high performance cultures.

Dave’s Links:
Website: http://sparkyourculture.com/
LinkedIn: https://www.linkedin.com/in/davidsparkman/

Key Quotes:
1. “Core values are the underpinning of everything.”
2. “When you hear things, they don’t always mean what you think they mean.”
3. “Culture is the character of the organization.”
4. “Ultimately, it comes down to results.”

Links Mentioned In The Episode:
2023 Trusted Leader Summit: http://trustedleadersummit.com/

Buy David’s book “Trusted Leader”: https://amzn.to/3luyqf1

David’s Links:
Subscribe on Apple Podcasts: https://apple.co/36AXtp9
Follow us on Facebook: https://bit.ly/2S9O6mj
Follow David on Twitter: https://bit.ly/2BEXgla
Follow David on LinkedIn: https://bit.ly/2Xbsg5q
Follow David on Instagram: https://bit.ly/2QDFOE5

Show Transcript

David Horsager (Intro):
Welcome to the Trusted Leader Show. I’m your host, David Horsager. Join me as I sit down with influential leaders from around the world to discuss why leaders and organizations fail top tactics for high performance, and how you can become an even more trusted leader.

Kent Svenson:
Welcome to The Trusted Leader Show. I’m Kent Svenson, producer of The Trusted Leader Show. And for this week’s episode, we feature an exclusive clip from the 2022 Trusted Leader Summit where David, Welcome to the stage, Dave Sparkman, former SVP of Culture at United Health Group, founder of Spark Your Culture, and Executive Director for Crossroads Career, to discuss why you need a values lens to align your culture. So sit back, relax, and enjoy the show.

Dave Sparkman:
We can all agree in this room that trust is very important. Culture’s very important, but how many of you have a boss or a colleague who, in my words, I just say that they don’t get it, they just don’t get it? Anybody work with people like that? None of you? Oh, I worked with a lot of people like that at United Health Group. They would say, Oh, I believe in the core values, but then their actions didn’t line up with their words. Right? And I’m sure all of you have had that situation. So the question is, how do you shift the thinking? How, how, how? See a theme here, I can see the results aren’t what they we want them to be. I can maybe even identify the behaviors that need to change, but unless I get in and help that person change their thinking, And guess what?
Preaching item doesn’t work, folks. They have to arrive at that themselves. They have to have an insight that will enable them to say, You know, that makes a lot of sense for me to want to change. So we’re gonna get into another exercise that I think going into how, how, how, how do you shift thinking? It’s just one illustration that I’m hopeful that you can use in your organization or in your own lives, your own family, to get some different results. So in a moment, I’m gonna show you a collage of images on the screen. I’ll move you over to hear the side so everyone can see. I’m not gonna leave this image on the screen very long, so you need to look as quickly as you can. And I’m gonna ask you what you saw. Are you already, All right, here we go. Okay. What was Steve, What was one thing you saw on the screen? A bird. A, a dove. How many of you saw the dove? Okay. Not, not that many. All right. What was something else? What was something you saw? Sunflower. A sunflower. How many of you saw a sunflower? Okay, a a few more. All right. Or what was something you saw?

Audience:
Raspberry ice cream.

Dave Sparkman:
Specifically raspberry ice cream. How many of you saw raspberry ice cream? How many of you think lori’s lying? Never know with these, these games we play. All right, So if we took the time to go to every single person, what are the odds that at least one of you saw every single image on the screen and could tell me what all those images were? Zero. Virtually none. All right. Why?
Because there’s a lot of images on there, and you all have a variety of perspectives. Some of you started on the left, some of you started on the right, y’all started in different places. Nothing wrong or right, Not being judgemental, there’s just probably no way. But what if we did this? If we had the time and we started with Steve and, and we started with the dove, we went to raspberry ice cream, we put the sun, we started listing what each table saw. Do you think we could probably accumulate to all of the images on the screen? The probability goes way up. When we tap into the wisdom of the team, when we can really gather all of the perspectives that are out there and start to look at it logically and emotionally, Jerry, right? We wanna get those together. We may be able to see something and have an insight that we didn’t see. Now we’re gonna do the exact same exercise for about the same amount of time. So be ready this time. I want you to look for something yellow right now. What did you see? How many you saw the sunflower? You already had a hint that the sunflower was coming. Okay, what’s another? Same with a

Audience:
Lemon.

Dave Sparkman:
Lemon. A lemon. How many of you saw the lemon again, if we took the time we could, The probability goes way up that somebody may have seen all of the yellow items on the screen. Is that fair? How much time if would it take if we went around the room before we could accumulate all those images from the team?

Audience:
Not

Dave Sparkman:
Long. Not long speed goes way up. We may have had to exhaust the audience before, but in this, there’s only six or seven on the screen. Wouldn’t take that long, right? So speed goes way up. Now the question is, why did you see something different? Oh, here’s the question. Why? How many of you did see something different the second time than the first time? Okay. And why do you think that is?

Audience:
Clarity.

Dave Sparkman:
Clarity, thank you. The first C, clarity, I gave you a hint. I gave you specific instructions on what to look for in your brain. We learned a little bit about the brain yesterday. I I don’t even know all those words about reticular or this and that, but it snaps into gear. And you saw yellow. So what would happen if we took this very simple example and we start getting it to be practical in real time? So within United Health Group, over 300,000 people, billions in revenue, , 325,000 employees, how do you get them aligned? It’s not as simple as what David did yesterday with the ass, or this morning with the, the flip chart. That’s very difficult because every one of those business, those teams, those departments, every one of those business units, every one of the states, even though they’re all serving a Medicaid, they can still get very fractured very quickly. So how do you get them aligned? Well, you give them a common filter. You ask them to look at the world in the common way, much like Bobby talked about the three values. And we did that for United Health Group. So we applied a values lens, and I understand the, a lot of this writing is very, very small in the screen, but this is the actual result of what one large team put together to be the values lens, the filter by which they wanted to look at their project.
This project had failed twice before hundreds of millions of dollars. wasted when, when United Health Group makes a mistake. It’s not a small number, it’s a big number. And this was the third time we had just started our culture journey. And our CEO said, I want to make sure that we embed culture, our values everywhere. And so that particular team came up with this as their values lens. They said, We wanna ask the questions. So as we go forward with a deliverable, does doesn’t meet this? Does it pass through the filters? Have we walked in the shoes of the people that we’re trying to serve? And a couple times they came to, as they were developing their solutions, they had to come to the answer of, No, we’re not. Go back to the drawing board. Keep coming after it. This was their yellow, right?
Every one of your organizations has the opportunity to put filters on around your core values, around your principles, around your mission. This gets into how you can do things. When you think about those big hairy problems, potentially of societal trust, well, how do we shift people’s thinking? Well, it’s very difficult. We can’t go do an arm wrestle exercise with a bunch of people to try to snap them into thinking in a different way. We have to, but we can offer suggestions and filters and ask questions in a kind non-judgmental way. So this, we call it our values lens exercise. Well, how, how could that potentially, and how does it apply to trust? Well, what would happen if on everything we did, we used the filter of the eight pillars. When we look at where something is going forward, Well, is it clear or is it ambiguous?
Will they put faith in us when they care beyond ourselves? The gentleman who gave the, who accepted the award, I think right over here on the City of Republic I, I would bet that as you started talking through these things, it wasn’t like everybody said, Oh yeah, that’s, that’s the way it goes, , or they would’ve thought of that before. But like many things in life, it’s simple. It’s not easy. This is not rocket science. And I believe that’s why many leaders fail at trust and at culture looks simple. Just live the values, but then pressure starts. Results have to be achieved. When you’re a Fortune five company, quarterly earnings have to be met. And all of a sudden that pressure starts and people start ex, you know, demonstrating behaviors that aren’t what they would be proud to tell their mom at home.
And, but they don’t have to report to their mom at home. And so they do it anyway because they don’t have a lens to start to look at this in the mirror. So if all of us who are grounded in the eight pillars, we can start using this as filters. And again, I would suggest you do it in the form of questions. You don’t come up and, you know, we could all go back to the trust Edge Leadership Institute booth, and we get a little poster and we shove it in people’s face saying, Oh, you need to live the no. But if you can ask the questions, if you engage with people and you start to get after this, things start to work. We heard this morning with Cassandra on competency people who stay fresh. And she had in one of her elements thought that was very clever, by the way, how she did that. How are we staying fresh? How do you still get rejuvenated? What fuel is coming in to make sure that you’re getting fresh output? So the values lens, the eight pillar lens, I would suggest is a very practical way for us to start to go after problems with trust in my marriage, my kids, my community, even the big hairy ones that we talked about at the start.

Kent Svenson (Ad):
We understand the frustration of overspending on training programs without seeing long-term culture change and measurable results. From decades of working with top brands and organizations, we have seen that building a high performing high trust culture is the only way to create a lasting impact. High trust leaders make the difference between a flavor of the month training initiative and measurable learning and development. Our community of trusted certified partners is equipped with a suite of tools to build a high performing, high trusts culture where people can perform at their best. So if you wanna start solving the root issue in your organization and produce lasting results, head to trust edge platform.com to learn more. And now back to the show.

Dave Sparkman:
So how does trust line up with core values? I would suggest that they’re synonymous with core values. Some organizations have trust as a core value. If I went through and took the time to tell you more about each one of the United Health Group core values, the five of them trust is in every single one of ’em. And when you look at the overview of all of the core Vari values, an integrated look at core values, they’re the underpinning of everything. Otherwise, why would you say them? Right? So when I look at life outside of United Health Group, which is now for me, and I look at any organizational set of values, I look at the trust edge tools as being a key element to helping unlock people to live those out. Now, within Spark, your culture, the s stands for specifically, specifically define throughout my time at United Health Group, even though we had thought we had defined culture, we still got the question all the time. What do you, what exactly do you mean? What, what, what does this word mean or that word mean? And so I of course, referred to popular culture to get my answer. This year, as I understand it, is the 30th anniversary of the Epic film, The Princess Bride. How many of you have seen the Princess Bride?
And I heard this illustration made, and I thought, Boy, this is, this is it. There’s a character named Vizzini early on in the, in the, in the movie. And Vizzini keeps using the word inconceivable act actually at the stupidest places. So someone trips and falls and he goes, inconceivable that that person fell. And Indigo Montoya, who’s another character, goes, That’s word you keep using. I do not think it means what you think it means, . Well, that’s what happens with words like culture or words like trust. It will happen with all of your core value words. And until you take the time to get in and specifically define it, you’re just gonna be talking around themselves. We did an exercise, We, we don’t have the time to go through it now. If you want to have a little fun with your team, ask them what the word bear means.
And you’ll talk about animals, you’ll talk about the cupboards, you’ll talk bear naked, you’ll talk about all sorts of things. What they never really get is the word bear aspirin or bear paint, still the word bear. So when you hear things, they don’t always mean what you think they mean. So we wanna specifically define it. So we, we developed at United Health Group, this taxonomy, and our ceo, his fingerprints are all over it. He said, Culture to me, it’s the character of the organization. It’s not for Now, some people like to think that as the spirit of the organization, the ethos, the personality, none of those are bad definitions, but he chose that definition. I love the definition of culture that Ramon brought out yesterday. We didn’t choose that definition. Choose whatever you want, but define it. And we said, we’re gonna define character by our mission and values, and we’re gonna define that even further to get into what we be, what we believe, what we value, and how we will behave.
So if you saw our original document, it’s not just the word integrity with a little tagline and okay, let’s go home. Our, our CEO said, If our founding fathers had had PowerPoint, the Constitution would still not be a pithy PowerPoint. You have to write out what you mean. And yet, for as strong as that document is, think how many documents have actually lived over 200 years. It’s still, we still all have different opinions of the constitution. So we’ve got discern that principles, We had principles introduced to us like being here now, being fully president. We talked about accountability. We talk about energy, we talk about recognition and appreciation. All of those things help us live out our values. And then we talked about, of course, being a healthcare company, protocols, all clinicians understand protocols. And so we used our language to talk about, if I want better energy when I’m on a phone call, I’m going to stand up.
Physiologically speaking, I have better energy when I’m standing up than when I’m sitting down. And we didn’t develop this library of terms or ideas. It, it certainly didn’t come from memos from Dave sitting at corporate. It developed over time and we took a lot of people’s input along the way and we kept changing it along the way. But we developed this taxonomy, I call it, well, you could very easily, assuming you subscribed to my assertion that trust and culture are pretty much one and the same. Embedded, integrated together. You put in trust, you put in the pillars. You could have a taxonomy leaving here today to start with, and then you could tailor it however you want, right? To get it going.
So ultimately it comes down to results. United Health Group is not a patient company. United Health Group being a public company, expected results. And we had the public scrutiny up for those results. So when we first started this journey back in late 2009, someone asked the question of our ceo, Steve Hemsley, Well, what do you expect the key performance indicators, the KPIs to be for culture? And he said, I don’t want any specific KPI for just culture. I expect, you know, all those targets I gave you last year goose some up 25%. Those are the targets you have to hit. I just expect better results. I, I expect in earnings per share, I expect it in revenue. I inspect it, I expect it in our net promoter score. I expect it in employee engagement. And if those don’t go up, that’s how we’re gonna know.
And the litmus test of how we’ll really know whether culture is working is when I start to hear it from our customers. And it’s unsolicited. Within two years, he was hearing that and he came back and said, I want to go farther faster. And that’s when it became my full-time job. Up to that point, he was on the side of my desk and Steve, he goes, Dave, what are we gonna do to go far farther faster? And I said, You know, I have no idea. And he said, Well, you’re the full-time guy now. Figure it out. Thanks Steve. Fun conversation the way he goes. But the results are what tells the tale and those results, much like this gentleman mentioned earlier, Take some courage. And this story is about a woman named Vivian, and she is in our Medicare space. Medicare serves the older population within our country.
And she had 3000 consumer advocates, customer service representatives on the phones every day. And Vivian applied exactly what I’ve talked about today. Now, she didn’t come to me and say, Dave, help me figure this out. That actually rarely happened at United. But she was clear. She, she believed in what she had learned about the fil about the results cone, she believed about the values lens. And she said, I’m gonna try to apply the values lens, and specifically I’m gonna apply the values lens of compassion to all of my consumer advocates for the month of February. Compassion Valentine’s Day. Okay, Yeah, she said that in the month of February, I want you to do five things, consumer advocates. And one of those five things was, I want you to hand write thank you cards to five members that you speak to sometime during the month of February.
We’re not going to give you a script, we’re not gonna tell you what to say. We will give you pens and paper and stamps. I will clear out all of the obstacles of legal, hr, communications, marketing, who are all worried about what you might say and how you might say it wrong to some member. Cleared out all those obstacles in a way they went. Now I found out about this a couple months after it had happened. So I said, Well, Vivian, this is, this is amazing. We gotta have lunch. We talked about it and I said, Well, how did it go? She said, And this was like July. She said, Dave, you’ll you’ll never believe what happened. I thought it would be like twisting arms. And we’d have to really beat up on the consumer advocates to get ’em to do this new task. Cuz any of you that are associated with call centers recognize that is not good for your KPIs within a call center.
You’ve gotta pay all those people to be off the phones, not talking to a member while they write a thank you note. And some of them agonize, you know, like, it’s like when you interview, you remember when you’re young, you have to write a note to your grandmother for a gift. You know, you agonize. And how do I say thanks for the five bucks and keep it coming? You know, I mean, , I, I bought a book with the five, whatever it was. So we, this took some risk, took some courage on, on Vivian’s part, but she, she said, Dave, you, he won’t believe it. The results are, here we are in July. So through June we have six, we’ve written 60,000 thank you notes to members all across the United States. I’m like, Wow, that’s incredible. What else happened? She goes, Well, it’s been so successful that we’ve incorporated this.
And other departments now with their call centers are starting to do the same thing. Wow. She said, And Dave, what’s even more amazing, these members, they’re writing thank you notes back for our thank you notes. In fact, some of these members are sending fruit baskets to the call centers, and she gave me one of the thank you notes. So here’s one of the thank you notes. Dear Jerry, Thank you so much for the thoughtful card you sent me after our recent conversation about my health incident. I’ve never received a thank you note from someone at a company before, let alone a handwritten one. You were so helpful to me when we spoke. I felt so much better and confident about next steps after we finished. I hope you have a great day today. Love Marge . Wow. So you think about how do we measure results?
Not only do the KPIs still get met, there was clear demonstration through the values lens of compassion. The process got changed and all of United Health Group c call centers started doing different things. And if you think about a call center, the calls coming in are not someone calling to tell you, you’re doing a great job. And when you’re in the position of these consumer advocates, the people calling are confused, hurt, scared, Ill, maybe they just had a loss of a loved one and they’re trying to figure out stuff. And insurance companies aren’t exactly known for their clarity on some of these things. It’s, those are difficult conversations. And now the member is writing a thank you note back. Okay, take some courage. As the gentleman mentioned earlier, it takes hard work. So we have the opportunity as trusted leaders to incorporate a lot of the things that we’ve heard over the last couple days or not many conferences.
I’ve been to a lot of conferences in my career. I’ve heard a lot of great speakers in my career. I take notes, I try to follow up. Sometimes I do, sometimes I don’t. And the question here for all of us is what are we gonna do with it? It may be somebody, something that you were inspired from when you heard the award presentation. It could be what you heard from Jerry and talking about because what’s your, because could be Cassandra, it could be any of the speakers, could be any of the discussions, but ultimately it’s gonna come down to what are we willing to do.
I’m no longer with a company that has 325,000 people. I’m kind of on my own. And I, I got some advice as I was running this nonprofit and starting to do a little bit of work on my own from a consultant’s friend. And he said, Dave, you really need to figure out just, you gotta figure out two things, just two things. What do you want and what are you willing to do to get it? Just two things. And I think that’s true for all of us today as trusted leaders, those big hairy issues we talked about, they’re gonna be there tomorrow and the next day unless somebody starts to take a step to do something with ’em. And we won’t solve it all once. But if we can make progress every day with our families, our teams, our departments, our organizations, our starting with ourselves, we do have a chance.

Kent Svenson:
That’s it for this week’s episode. Be sure to check out trustedleadershow.com for the show notes and links and information from anything mentioned in today’s episode. And we are so excited to have the Trusted Leaders Summit coming back next year, November 7-9, 2023 at the JW Marriott Mall of America here in Minnesota. To find out more information and to register head to trusted leaders summit.com. And if you haven’t already, we would greatly appreciate if you would subscribe to the show on Apple Podcast, Spotify, Google, or wherever you get your podcast so that you never miss an episode. But in the meantime, that’s it for this week’s episode. Thank you so much for listening. And until next time, stay trusted.

Ep. 104: Dee Ann Turner on The 3 Core Elements Of A Company Culture

In this episode, David sits down with Dee Ann Turner, Former VP of Talent and Sustainability at Chick-fil-A, Inc., Author, Speaker, Consultant, and Talent Expert at High Point University, to discuss the 3 core elements of a company culture.

Buy David’s book “Trusted Leader”: https://amzn.to/3luyqf1

Dee Ann’s Bio:
Dee Ann is a 33-year veteran of Chick-fil-A, Inc. Prior to retirement, she was Vice President, Talent and Vice President, Sustainability for Chick-fil-A, Inc. Selected as the company’s first female officer in 2001, she was instrumental in building and growing Chick-fil-A’s well-known culture and talent systems. During her long career, she worked closely with Chick-fil-A’s founder, S. Truett Cathy, and other key leaders as an architect of their organizational culture. Turner was responsible for thousands of selections of Chick-fil-A Franchisees and corporate staff members. Additionally, she led Talent Management, Staff Learning and Development, Diversity and Inclusion, Culture and Engagement. Prior to her retirement, she launched and led Chick-fil-A’s Sustainability and Social Responsibility function. Today, she leads her own organization, Dee Ann Turner & Associates, LLC, writing books, speaking to over 50 audiences per year and consulting and coaching leaders globally. She is the author of the best sellers, It’s My Pleasure: The Impact of Extraordinary Talent and a Compelling Culture (2015) and Bet on Talent: How to Create a Remarkable Culture and Win the Hearts of Customers (2019) and Crush Your Career: Ace the Interview, Land the Job and Launch Your Future (2021). She also hosts the Crush Your Career Podcast and is the Talent Expert in Residence at High Point University.

Dee Ann’s Links:
Website: https://www.deeannturner.com
“Bet on Talent” by Dee Ann Turner: https://amzn.to/3ern7UC
“Crush Your Career” by Dee Ann Turner: https://amzn.to/3T1vrZZ
“It’s My Pleasure” by Dee Ann Turner: https://amzn.to/3SYpUmZ
LinkedIn: https://www.linkedin.com/in/deeannturner/
Facebook: https://www.facebook.com/DeeAnnTurnerAuthor
Instagram: https://www.instagram.com/deeannturner/
Twitter: https://twitter.com/DeeAnnTurner

Key Quotes:
1. “I never hire people, but instead I select talent.”
2. “We have to pass the culture down.”
3. “You need to have a meaningful purpose.”
4. “When you achieve a mission, then you set a new mission for your organization.”
5. “If your core values are not being demonstrated from the top down, then they’re not really effective.”

Links Mentioned In The Episode:
“Bet on Talent” by Dee Ann Turner: https://amzn.to/3ern7UC
“Crush Your Career” by Dee Ann Turner: https://amzn.to/3T1vrZZ
“It’s My Pleasure” by Dee Ann Turner: https://amzn.to/3SYpUmZ

Buy David’s book “Trusted Leader”: https://amzn.to/3luyqf1

David’s Links:
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Show Transcript

David Horsager:
Welcome to the Trusted Leader Show. I’m your host, David Horsager. Join me as I sit down with influential leaders from around the world to discuss why leaders in organizations fail top tactics for high performance, and how you can become an even more trusted leader. Welcome to The Trusted Leader Show. It’s David Horsager, and I have a special guest today. We have, she’s 30 year, 33 year veteran at Chick-fil-A. She helped develop culture and talent there. She is a three time bestselling author. She has become a friend. We share the title of experts in residents at Highpoint University. And so we’re, we get to cross paths there once in a while. I’m excited to have on the show. Thank you for being here, Dee Ann Turner.

Dee Ann Turner:
David, it’s my pleasure. Thanks so much for having me.

David Horsager:
Well, this is a treat. Before we get into culture and talent and all the great work you did at Chick-fil-A, now you do in your own consulting firm and you know what you’ve written about in your books. Tell us, tell us a couple things we don’t know or need to know about D Turner.

Dee Ann Turner:
Oh, there’s so much that I spend time talking about from my long career, but, you know, I have a couple of other, I, in fact, I just came from speaking at a church. My first role in life was a pastor’s wife, and a lot of people don’t know that, but my husband, I used to say I was married to a pastor. Well, I’m still married to the same man. He’s just not a full-time pastor anymore. But that’s something that not many people know about me, that that was a role that I had once in life and it actually shaped a lot of who I am.

David Horsager:
Sure. Absolutely. Well, Jen, let’s jump in on that. You know it’s, it’s something to whether running a church or any kind of organization shaping culture, shaping, you know, teams. I want to jump in on this culture you develop. When I looked at the data not too long ago, it, the average per store revenue of a Chick-fil-A. So we’re gonna go back first and we’re gonna go into what you’re doing now, but how you created that culture, the average per store revenue without working on Sundays and a whole lot of other things was almost double McDonald’s or anywhere else. It’s, it’s a fascinating story. They but the way you build culture there, the way you run lines there you know, people with DMVs would love to have Chick-fil-a take over line situation, but you, you have similar people to other places, and yet, you know this it’s my pleasure by, by the way, we’ve had Horse Schultz on, of course, who is the founder of Ritz Carlton. And he said he was in the room with the Kathy’s, you know, when, when he said, Well, we say my pleasure, and you won’t wanna do that, You’ll wanna do something else. But and pretty, I think it was Truet Kathy who said, No, that sounds good. , but horses.

Dee Ann Turner:
Exactly right. That is how it happened, .

David Horsager:
But maybe you can tell us a little bit about maybe that story and just, you know, a little bit how this culture became so strong.

Dee Ann Turner:
Okay, well, that’s a lot right there. Let’s start with, let let’s start with this culture piece, and in the words of Jim Collins, the hedgehog concept for Chick-fil-A is the operator agreement. It’s that, that Truit chose when he expanded his business starting in 1967. He started in 1946, but he started expanding Chick-fil-A restaurants in 1967, and he decided right then that he didn’t want managers that were paid a salary because he didn’t think that, that they would be as bought in as somebody who had skin in the game. So he came up with an agreement that provided operators and opportunity to make a small investment into the business, and then the, and then share in the profits of the business. And Truett’s philosophy was, is that he couldn’t be everywhere. So he wanted this operator to want to run that business just like Truet would, as if he were there.
And it was, it was a genius concept because he, he didn’t go after people who were franchising types, you know, people who just wanted to buy a territory, develop it, hire managers to work there. He wanted to select individual franchisees that would be the onsite leadership. And they started in all shopping malls back in 1967. And so they used to call those Chick-fil-A operators or franchisees that are interchangeable terms, the mayor of the mall. And that was the goal, be the mayor of the mall, grow the community, be the you know, the top employer in the mall. And be a place that people came because not only did they enjoy great food, but they enjoyed the great service and experiences that went with it. As the business expanded those opportunities grew. Obviously, when we went out of malls and into freestanding locations, that provided more opportunity for those franchisees.
It also required us, by the way, to select a different kind of leader because it’s much more complicated business at that point. So it changed what we were doing from a franchisees selection standpoint. But they’re the secret sauce in Chick-fil-A. Those individual franchisees that have been so carefully selected, you might have read that. And I, I can’t quote numbers today cuz I haven’t been at Chick-fil-A for a few years, but when I was there, we were receiving, you know, around 70 to 80,000 inquiries a year for only a hundred and, and 1,520 opportunities a year. And there are lots of people that wanted to be a Chick-fil-A franchisee. So the competition to be one is fierce. They’re very carefully selected. My question when, when I was selecting franchisees is I would ask myself, would I want my one of my three sons to work for this person? That was my final question. And sometimes I even asked the candidate, you know, oftentimes I did, Why would I want my three sons to work for you? And so that’s the, the kind of culture that true it built there.

David Horsager:
You know, I think that hiring was, you know, you had this aligned growth, You know, I’m part owner if I’m an operator. So that was, that alignment was great. Tell me a little bit more about that hiring process. It’s so hard to get that right for many people. And in your case selection process, that selection of the operator, you know, that’s that, Like you said, you’ve got all these people, so that helps that want one, it’s great, but, but it wasn’t always that way. How did you select great from this pool? What are a few parts of why you are so good at selecting the right talent?

Dee Ann Turner:
Well, thanks for mentioning selection, because it starts with a mi that mindset. I like to say that I never hire people, but instead I select talent. And that’s certainly what we did at Chick-fil-A was to select talent in, There’s a world of difference when you’re looking at talent, you’re looking at qu quality. You know, do you have the person with the right skills versus quantity? Do you have enough people? So as that selection process, it began and it was different over time. You know, one of my first territories as an operating recruiter early in my career at Chick-fil-A was the northeast where they couldn’t even correctly say Chick-fil-A often they said Chick-fil-A or Chick-fil-A. And it was as much a marketing job as introducing people to the organization. And then you’re gonna try to get them to go and, and run this small business at the time that they, you know of this place that they’d never heard of.
So early on, it was really introducing the brand and the great product to people and then looking for people who would be just, that they would be on site leadership. That didn’t mean literally frying chicken and waffle fries, but it meant being there and supporting their team and, and working on the business instead of at the business. So, you know, being that community spokesperson having the right marketing strategy in place, having having all the controllables under control and really being a leader of the people of the business and growing leaders beneath them, as time went on and bigger opportunities am available for Chick-Fil-A operators, part of that selection process was how many leaders did they grow up underneath them before they were able to move on to something else. But just real quickly, strong interviewing process, really the ace in the hold to me for Chick-fil-A, at least at the time I was there, I, I don’t know the process today, but at the time for decades, we did really strong referencing of our candidates.
So not just the interviews, but really talking to other people that they’ve been accountable to and, and hearing from other people that we had the right leader that was going to be a strong influence, that had a heart for service that was purpose driven, that focused on teamwork. Those are some of the things that, that we looked at and the way we went about it. The other thing is we really wanted to make sure they knew what they were getting into. And so, so they went if they had no restaurant experience, they would go and work in the restaurant. Mind you, at the time that I was there, two thirds of Chick-fil-A franchisees were one time team members. So a lot of them had that experience, but a third of them didn’t have that experience, and that’s okay. Truit used to say, You can teach anybody to make a chicken sandwich. It’s all the other leadership skills that we’re looking for. But they would go in, make sure they knew, Hey, you’re gonna come home smelling like peanut oil and all those other things that you get involved in in the restaurant. So,

David Horsager:
So what? So you’ve got the leaders. There’s a selection process, a big bias for the, for referencing, which makes a lot of sense. I think a lot of people are having difficulty with hiring today. And first of all, first and foremost, they don’t have a funnel for grabbing that many people to go from, It sure helps. If you have a thousand, you only need 10 from that thousand, you know, But, but once you’ve got ’em, you’ve developed leaders. How are you developing those leaders? How are you equipping them? How are you building this culture? You’ve got your people selected across, you know, distributor organization or even at hq. How do you, how are, what’s the process for, in a systematic way, building this high trust culture?

Dee Ann Turner:
So, at the time that I was there, what I’ll share with you, and as that, you know, the franchisees are independent contractors, so they’re developing their own leaders, their brand standards around many things at Chick-fil-A. But when it came to selection of talent and the development of leaders, we, we really only had a few touchpoints that we were able to influence because of them being independent contractors. What we did first of all, we believed that you had to select the right leader to start with. So again, going back to this franchisee selection, when we selected the best leaders there, then we felt like that they would have the capability. And that was part of what we interviewed on, was their experience of growing other leaders. From a Chick-fil-A standpoint, what my experience was, was an in terms of leadership development was a lot of exposure.
That I think is very unusual. Starting very early career ver a strong commitment to learning and development. So much so that, I mean, you know, an entire function is resource for that. And, and everyone at least when I was there, everyone at the support center is what Chick-fil-A calls, it had an individual development plan and they had a budget associated with it, and they were expected to use it. And to and how they used it was really up to the supervisor. So it might be skills based, it might be a performance issue that needs to be addressed, and they’re getting skills based. It might be a personal issue. Maybe the biggest need they have that year is they’re having physical issues and they wanna focus on their physical health. So they’re gonna get a personal trainer and they’re gonna use that money for that, just as an example.
Or they’re gonna join a, a weight reduction group because that’s what’s good for them, or they’re going to invest in stress reduction in some way. So it’s not just about, you know, the, on the job skills, but it’s about developing the whole person so that that is the first way they start. And then you know, there’s, there’s constant opportunities to re-skill and to update those skills, whether in, in throughout the training function that Chick-fil-A offers. So there’s a big, there’s a big focus on in-house training, but then there’s external opportunities too. They, a, they offer some of the best executive education opportunities in the world. They you know, they fund everything from the next great book you wanna read to whatever course it is that you need to attend to internally or externally to increase your leadership ability. But I think the, I think some of the practices that are most effective there at least when I was there, you know, mentoring is a big commitment there. Every leader there has at least one mentee, and most of them have several formal mentoring relationships, not to mention a culture of informal mentoring. H

David Horsager:
How, okay, we gotta stop there. Sure. How do you do that? People are asking me all the time about that, you know, mentoring, I talk about it in my last book a little bit, but how do both the formal, and how do you actually say you create a culture of informal cause say, you know, people talk a lot about mentoring, but they haven’t created a space for it, created a way of doing it, created a, a what that even looks like. Tell me a little bit more about what does that look like? What was the formal mentoring? What does that look like? And then informal,

Dee Ann Turner:
The formal mentoring program was part of the so we had a nine box process for identifying future leaders leadership capability and performance. And there were associated development opportunities depending on where you were in that nine box. And so those believed to be future leaders would be put into a mentoring program with somebody senior to them. And so, for instance, highest level of leadership in the organization with the executive committee, and they would have vice presidents that would be assigned to them. And you can trickle that on down throughout the organization. You know, that started when as we got into this, we realized we had to pass the culture down. And that became a big part of the li the mentoring process was just being sure we were growing so fast that we were able to communicate that culture throughout. So that was, those are assigned responsibilities.
It’s quite a, at least when I was there, it was quite an honor to be selected for that kind of mentoring. One of the things that I think made it work the best is when, and I write a little bit about this in my book, Crush Your Career, but I think that the mentee was tasked with the agenda and so that they set the agenda, they were responsible for the schedule not the other way around. And I think that becomes much more effective because then the mentee is getting what they need. Not that the mentor wouldn’t. I think one of the ways the mentor was able to inject was and one things was most successful, is when that they would bring that mentee along and let them be a part of things that they otherwise would’ve never seen. And give you example, for two years I was mentored by our chief marketing officer, Steve Robinson the original Chief Marketing officer at Chick-fil-A.
And Steve, you know, he took me to the Richards group that created the famous cows. And I sat in on the, you know, the marketing strategy meetings, for instance or to be with him when he’s meeting about Chick-Fil-A participation in the Chick-fil-A and things like that. Things that I, in the HR world I wasn’t normally exposed to. That’s just one of literally thousands of examples of exposure that people get. So I formally, that’s the way that work. What I mean by informally, sometimes formally is not the best click. You, you might learn some things about the business, but sometimes on the personal level, it might not be the best click for someone. So you’ve gotta find mentors inside or outside the organization. Informal mentoring works really well at Chick-fil-A, because one of the original core values with generosity, that included generosity of time.
So there’s an expectation that you’re gonna give to others of your time and your talent as well is treasure when we think of generosity. So that has a lot to do. Why there’s so much informal mentoring and willing to invest in people is that core value of generosity. But, and when you have a, a culture that’s open and leaders that the, the culture is even, you know, the, the head of the company, true at Kathy, you could walk right into his office and ask him something. And when you have that kind of culture, everyone follows along in those same lines. And so it’s very open door, It’s all on a first name basis. That’s not a big deal anymore. Everybody’s on a first name basis. But when I started out, that was the little unusual. And so you have that you know, true, it always went by true. And he was never Mr. Kathy and he was the founder of the company. And that created a culture where people were very open to sharing and giving to one another. One final thing on mentoring that I think is also successful is reverse mentoring. And especially in the area of diversity, equity, and inclusion, when organizations are trying to improve in those areas, that’s crucial that you have some people really help leaders understand these issues. And the best way to do it is to put them in a relationship where they can share both ways.

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David Horsager:
Let, let’s jump in on one of your books. I want to hit on, especially, there’s three great ones at least, but on the bet on talent, how to create a remarkable culture and win the hearts of customers. I wanna drill down just, you know, a lot of listeners here. We’ve got CEOs and senior leaders and managers, and one now they’re trying to, whether they’re trying to create a culture, an organization, a, a nonprofit, a global government, you know, everything has a culture. How, how are we creating, how, what are some steps to create a mo a a remarkable culture where people can perform at their best? We talk a lot about trust, building trust and how do we do that? But what would be a couple things we could take away and say, Oh, I want a higher performing culture that is, in your words, remarkable. What are a couple things I should think about right now as the culture keeper?

Dee Ann Turner:
So, there are three things. Unfortunately, people think culture is a thousand things, and they’re trying to create, whether it’s Friday afternoon, happy hours, or some kind of big team event, or you know, let’s let’s have your favorite college football day or whatever. And all those are important parts of culture. But here’s the core of the culture. It’s three things. First, you wanna have a meaningful purpose. The reason you exist at all, define your reason for being. It’s your why and your why never changes. The second thing is a challenging mission. It’s the big goal you’re gonna rally your organization around. And you’re, you know, I use the for me, I use a mission such as when Kennedy said to NASA in the US that we would put a man on the moon back in 1961, he said, But we’ll put a man on the moon before the end of the decade and bring him safely back to earth. What a big mission. People rallied around that.

David Horsager:
So let’s pick, let’s help, let’s help with this. I wanna get tactical here. I wanna get to number three. I can’t wait. But how do you know so many businesses are similar? Like your consulting company? What’s the big mission? What’s the big goal?

Dee Ann Turner:
Well, the big goal is, it’s funny that you say that cuz I’m, well, help me

David Horsager:
With mine.

Dee Ann Turner:
, , I’m actually in transition cuz the next thing out of my mouth is, and when you achieve a mission then you’re next, then you actually set a new mission for your organization. Now my organization is kind of small, very small. So I’m actually in transition of going for that. And, and I don’t I don’t normally say revenue goals are part of a mission. It can be, I mean, at one time Chick-fil-A was pursuing a mission of becoming a reaching a billion dollars in sales. That was a big thing. But for me, starting out and being three years into it, that was, that was what my mission was about. Now I have a greater purpose of inspiring others to live out their calling. That is my purpose. But my mission is in transition because I’m going through, okay, I needed some revenue goals to keep this thing afloat. I’ve met those what am I going to be about next? What

David Horsager:
Would you say, what, what have been some good ones you hear? Because you can have a mission in some cases, people, people’s mission sounds a lot like their purpose. Like we would say our mission is to develop trusted leaders in organizations around the world. But that mission is unchanging. It’s, it’s our purpose. It’s, we are here to create trusted leaders in organizations around the world. We believe we serve people best when we do that. But this mission, this big goal right now, you could say a number, you could say, I also think sometimes it’s not gritty enough. Like we want to touch a hundred million people with trust like that are, But how do you defining that, we’ve learned that we touched so many people, we can’t even count. It kind of can get, you can’t see that, that, that vision. You could say. What would be some, what are some examples or what are some some commonalities of a great mission?

Dee Ann Turner:
Well, I think commonalities first of all is, is a smart goal. So and, you know, something that you actually can measure and something that is time bound so that you know when you’ve achieved it and you can celebrate it. And I think all of those are, that, that’s the, and that was actually the next thing outta my mouth. When you as we begin talking about this mission and you and asking me of great examples, you know, one of the ones that I love that we had at Chick-fil-A, we went from, we had a mission that was to be America’s best quick service restaurant at satisfying every customer. That was so I mean, you know, lots of data. I mean, it was easy to measure, but it was like, ugh, okay, satisfying. I mean, I don’t know about you, but I’m just not motivated by the word to satisfy.
It’s like, I wanna do something beyond satisfy. But anyway, when we achieved that, when Chick-fil-A became number one, it at customer service in the country, the next mission became something. And I love this mission statement. It’s not as gritty as you might think it needs to be, but I love it because it’s so memorable. And it was simply this be remarkable. And the with the remark italicized because it meant be the organization that people remark about, that they talk about, about how great your products are, your service is and your experiences are. And that became such a long term mission because it started with a focus on, okay, do we need to go back and make sure that we’re meeting all the standards on a Chick-fil-A sandwich? And we did that operational excellence, we focused on is that, you know, is that breast of chicken sitting exactly on that toasted butter bun, like it’s supposed to be in those two pickle slices placed exactly like they’re supposed to be.
And everything about operational excellence on every recipe, everything. We focused on that. And then we went to service and we talked about, you know, it started with this idea of these brand standards around service. But then when it got turned over to the franchisees, they knocked it out of the park, David, they, they they took it all to the next level. Their team members took some brand standards and they turned it into this, these, this remarkable service that people were talking about everywhere. They were talking about, you know, this team member changed my flat tire, jumped off a dead battery, went dumpster diving for discarded dental appliances, jumped out of the drive through window into the backseat of a car to save a child that was choking. These are the kinds of things that they were doing, and they named it second mile service, meaning going above and beyond.

David Horsager:
How did they, how did you do that better than others? Like how, like, I remember with the former, I think the only at the time billionaire, you might have known him too, Soderquist when we got to chat together and meet at his home, and it was a, a privilege for me, but I remember asking him How you drive the culture at Walmart? And he said it was Sunday morning, or I think it was Sunday morning or Saturday morning, 7:00 AM meetings where they, they basically did, in, in what in, in academics is called appreciative inquiry. Appreci talked about the best of here’s the best of here’s the best of, and it, it caught on like everybody started doing and being more the best of Right. But how did you do it there? Because, you know, any other organization, any other fast food restaurant has this opportunity, and yet it seems like the story is shared more, the my pleasure is shared more consistently. You know, the, the, the, the, these types of things are more amplified. What is it that Chick-fil-A did that did, that created that, that drive to do that to be better, to really serve people so well?

Dee Ann Turner:
So I believe some things, I think first of all, because they’re privately owned and family, they’re family owned and privately held, I think that that is a big reason. Because you have that influence. They’re now in third generation leadership that’s been passed down from generation to generation with this focus on we are here to serve. It is the number. We didn’t get to core values by the way, but the core values,

David Horsager:
Oh, that’s coming. Yeah, number three. So share that in that. So number one, so on, on, on, let’s get this back to the come back in. I, I went off the rails, that’s happened before, but we’re talking about what really does it take to create an amazing culture? I was just bringing it back in. How do, in essence, my question was how do you actually cascade that? So that really plays well to number three. So what have we said so far, a meaningful purpose or why a challenging mission or big goal that one, we can, we can change once we’ve accomplished it. And number three

Dee Ann Turner:
Is demonstrated core values. Of course, you notice I said demonstrated because you can have a list on the wall or on the screen saver, but if they’re not being demonstrated from the top down, then they’re not really effective. And that’s what I witnessed at Chick-fil-A. Our, our original core values were words that described who true it. Kathy was, it was what he lived out by the way, he didn’t write all this down early in Chick-fil-a’s existence. All this didn’t get written down until the 1980s, and he’d been in business since 1946. But what got what was written down was what he had demonstrated. And so at the time, the core values were loyalty, generosity, excellence, and integrity. And later those transformed a little bit to be reflective of, of a number of things that happened. Truett passed away. His son Dan became the ceo, Chick-fil-A got a new executive committee, a new board of directors, and a whole new generation of p Chick-fil-A employees.
And it was time to look at this again, core values can change for the right reason at the right time too. And those same words still applied to who Chick-fil-A was, is and wanted to be. But their core values change to a new set, which were, we’re here to serve, we’re better together, we’re purpose driven, and we pursue what’s next. And so that serve piece, you asked me the difference between Chick-fil-A and others, and it’s about this relentless commitment to service. And it starts at the top of the organization. It started with Truett. And by the way, in their organization, and again, at least when I was there, my experience was the, you know, the higher quote unquote, you were in leadership in the organization, the more you were expected to serve. And the person that we were serving most was the franchisee because nothing happened until somebody sold chicken.
And so, and the franchisee, their role was to serve the customer and their team member. The team member mm-hmm. is the vital role. They’re the ones sitting that standing across the counter with a customer with a $10 bill. So this whole relentless focus on service. And, and I really credit Dan, Kathy with bringing that to a new level. He was the one who identified this need. I mean, and it basically came from, Hey, people can copy our products. Let’s differentiate ourselves in this area of service. And then it became, let’s go above and beyond anything a customer would expect. And so there became a a principal within the organization, and the expectation was that every customer on every visit will experience some element of second mile service. At first, the support center tried to dictate what that was, but then we realized that wasn’t gonna work, and we turned it over to the franchisee and said, Hey, by the way, you know your customers, you figure out what that looks like in your community. Here’s some brand standards. We’d like you to like you to do these basic things, but the above and beyond you define what it is. And they defined that so well for their team members. They empowered them to do all these remarkable things that you hear about in the news. And it came from those, those individuals franchisees from the example that was set from Truit and his family and the leaders from there down.

David Horsager:
So that’s a great, I just wanna put an explanation point here on these three keys to culture, and you can find a whole lot more about those in bed on talent and your other books. But let’s just jump to the talent side. Okay. There’s a lot out there of how we recruit and retain talent. I wouldn’t mind talking about that, but how do I be great talent? It’s a little bit about what you’re talking about acing the interview, but what, what if I’m gonna be the right person? What’s that look like?

Dee Ann Turner:
Oh, well, I think it’s I think first of all, culture that matches the organization. So I want my culture to match the organization. It might not be the exact same words and it, I don’t think it should be, but it’s aligned with the culture. And then secondly, I want competency that matches the role. But I wanna look at this organization, what’s its trajectory and what their vision and strategy is, and do I, do I meet what their future needs are? Is that a place I’m gonna be able to grow? And so understanding my competencies and being able to communicate that helps make me great talent. And then lastly, it’s chemistry that matches the team. And when I’m looking for great talent in the area of chemistry is not just you know, it’s not locking arms and singing kumbaya and everybody that gets along. What I’m looking for is somebody who can bring their diverse point of view into the room. They can sit around the table, they can communicate that so well and collaborate so well that they influence others in the room. That to me, is perfect chemistry. So that’s what I’m looking for. When I’m looking for talent is culture that matches the organization competency, that matches the role in chemistry, that matches the team. And if I’m talent, that’s what I’m trying to be.

David Horsager:
I love it. What do you, what do you learn these days? Tell us a bit about what you’re up to and what do you, what are you learning right now?

Dee Ann Turner:
I am in huge transition. I’ve been on book I’ve been in book deadlines for the last seven years, and I didn’t have one in 2022, so that was kind of weird for me, scary because it was a lot of what was driving me through these years. But I’m kind of in transition about, okay, what is my next impact? Because I don’t have a book on the horizon right now. We’ll see what happens. But right now, I, I feel like I’ve said a lot of words in the three books that I’ve written. And I’m one of those, say what you have to say, but don’t keep writing it over and over for people. So I haven’t decided what that is next, but big transition. But I’m spending a lot of time speaking. And of course the big thing is spending, because of the release of Crush Your Career, I’m enjoying investing in young people and, you know, hopefully the future that they represent and, and, and that they’re prepared for that. And so anything I can do to help them with that is a big part of who I am. Not just like my role with High Point but also I have three sons that are in that category as well. And so I spend time coaching my own kids career wise and helping them. And that’s, that’s a lot of what my focus is right now.

David Horsager:
How are you, yourself staying fresh and relevant and capable in, you know, there’s people that are reaching out to you for advice and leading, you know, in leadership. So how do you stay fresh? How are you, how are you staying a learning human?

Dee Ann Turner:
Yeah, I think that the engagement that I have with other organizations is actually really important. I would tell you I probably learned more in the last four years that a lot of my time at Chick-fil-A, because when you’re focused so much on your role within an organization and leading your team and doing things the way your organization does, it is somewhat insulated. But to spend time with hundreds of clients who are doing things very differently sometimes than what I’m accustomed to that keeps things really fresh. And again, I go back to this thing of being with the young people. I mean, when I go to High Point for my role, they’re like, Oh, okay, who am I having dinner with? Which, which students am I having dinner with? Because I learn so much. I love that from them and especially in areas that I need to, whether it’s technology or, you know, what’s the latest, greatest podcast I need to listen to. But that’s a big part is learning from those young people, not just the other leaders that are out there.

David Horsager:
Absolutely. Yeah. We get sharpened every time. We’re, we’re, we’re part of that. And love that, Love what they’re, you know, what they’re doing there is pretty amazing as far as bringing people together. I’m on the board of another university, Bethel University. They’re doing some great things too, and equipping people. And I just love what heis point’s doing as far as really experiential, connecting, sharpening each other. We get sharpened every time we get a be around those amazing, in, in my case it’s MBAs and business school students generally as far as the school that I’m out of. But anyway, I love that. Hey, you know, one thing I’ve learned about great leaders, and, you know, well, I should just say it this way. One thing I’ve, I’ve seen at least is they tend to have habits, personal habits that help them be better at work. So like, I, I, I know that they keep healthy physically, mentally, spiritually, they’re doing things that, that are, you know, they’re intentional about their life away from work and it makes them better at work. What are some of the habits you’ve had over the years that have helped you be even a better leader on a daily basis in this role that is, you know, can be really taxing?

Dee Ann Turner:
Well, I say this a lot, but it is, it was the game changer for me. And it’s when I started spending the first hour when I would, now it’s longer period of time, but when I was younger in my career, I spent the first hour of the day on me. And it was my time for spiritual growth. It was time for exercise, It was a few minutes to read and just center myself for the day. And one of the things I loved about retiring from corporate life is I got to expand that time. I was always like, Oh, my quiet time’s over my exercise, time is over. So I really love that. I have a little bit more time on that to the younger people. It was hard when I had three children at home that I had to get out the door every morning. And a husband that also worked. It was hard and mean I got up at four 30 or five o’clock most days to have that hour. But it made the difference in me as a leader.

David Horsager:
Mm-Hmm. little things make the biggest difference, right? Yeah. Little things done consistently doesn’t consistently make the big difference. So, Well, there’s a whole lot more we could cover and a whole lot more we could talk about. This has been so great. I’m gonna put in the show notes. Everybody knows Trusted Leader show.com, all the places they can find you, find out about you, all the work you’re doing from consulting, writing, Books, Connection. What’s your favorite place? If people could remember while they’re listening, if they’re driving in the car right now, what’s your favorite place for people to go find out about what you’re up to?

Dee Ann Turner:
Oh, just go to my website, deeannturner.com. Deeannturner.Com, and it’ll have every, you can connect to my books, my podcast my, all of my social media handles, blog post, everything’s there,

David Horsager:
Deeannturner.Com. Well, this has been a treat. We always end with one final question. It is the trusted leader show, Dee Ann, who is a leader you trust and why?

Dee Ann Turner:
Well, I knew you were gonna ask me that, so I’ve given it a lot of thought. And I, I get asked a similar question often, you know, who’s your favorite leader? All those things. And I struggle with it cuz no matter who I say somebody listening to this, Oh, this is a reason that person is not. So I thought about just two people that have really helped me since I started my own business. And the thing about them is their abundance mentality. You know, to go from what I did at Chick-fil-A and to have that platform jump off, do my own thing, launch, you know, three books podcast, eCourse, all of those things. And there were two guys that are really well known and just were willing to give them theirselves. There’s actually three, three that have an abundance mentality to give time to me.
One is Pat Lencioni just, you know, so wrote the forward to two of my books, just supported me. Anything I ever asked a question about, he just made himself available to me. And that abundance mentality just really shined through. Another one is Carey Neuhoff Carey did the same thing. I was starting out on my own compared notes. Just supported me in any way that he could and I was really grateful for that. And the, and the other person that’s done that for me is Nido Qubein, same thing. All three of ’em have the same thing in common abundance and mentality. How can I help you? How can I add value to you? And I’ve just been really, really grateful for all three of those men in this season that have helped me in that way. Well,

David Horsager:
There’s lots more we could talk about. Lots more here. Everybody can find about Dee Ann Turner in the show notes. Thank you for being here Dee Ann, Thank you for being our friend, my friend. Thank you for the great work you’re doing in the world. For now, this has been The Trusted Leader Show. Until next time, stay trusted.

Ep. 103: Steven Schussler on Why You SHOULD Sweat The Small Stuff

In this episode, David sits down with Steven Schussler, CEO of Schussler Creative, Inc., to discuss why you SHOULD sweat the small stuff.

Buy David’s book “Trusted Leader”: https://amzn.to/3luyqf1

Steven’s Bio:
Steven Schussler, well-known as the creator of the Rainforest Cafe® , is an innovator with the passion and artistic vision for conceiving concepts which appeals to the masses. Embracing imagination, Steven and his team create restaurants, retail stores, theatrical venues, attractions, and experiences unlike any other! A master at multi-juggling, Steven is considered the World’s Premiere Branding Expert, a Consultant, Entrepreneur, Restaurateur, Teacher, Motivational Speaker and National Best-selling Author of “It’s A Jungle In There, Inspiring Lessons, Hard-won Insights and Other Acts of Entrepreneurial Daring”.

Steven created one of the most successful themed restaurants in the world, Rainforest Cafe® (A Wild Place to Shop and Eat® ). Opening the first at the Mall of America in Bloomington, Minnesota in October 1994, Rainforest Cafe® became the first restaurant to go public with only one unit open. Steven and his public company built and operated 45 Rainforest Cafe ® restaurants in seven years, on three continents.

Schussler Creative’s concepts include The Boathouse, Great Food-Waterfront Dining-Dream Boats, T-Rex, A Prehistoric Family Adventure / Eat Shop Explore & Discover at Disney Springs in Orlando, Florida. Yak & Yeti, An Asian Restaurant Experience at Disney’s Animal Kingdom in Orlando, Florida, Hot Dog Hall of Fame, The Art of Mustard / Frankly the Best Hot Dogs, Sausages, Dumplings and French Fries in the World, Galaxy Drive In, Aliens, Humans and All of our FourLegged Friends Welcome, Made on Earth and Where Hungry People Like to Eat, Green Acres Event Center, An Enchanting Event Center in a Historic Barn.

Steven Schussler was honored with the Innovator of the Year Award by Minneapolis/St. Paul Business Journal and in 2016, received the Heritage Preservation Award for his outstanding contribution in restoring a historic barn and rehabilitating it to Green Acres Event Center. Steven has been named one of the top 100 entrepreneurs in the country by Entrepreneur Magazine, having received over 40 awards in six years including Fortune Magazine’s “Top 100 Fastest Growing Companies”, and the National Retail Federation’s “National Retailer of the Year.”

Steven’s Links:
Website: https://schusslercreative.com/
Event Center: https://www.greenacreseventcenter.com/
Super Heroes with Super Kids Foundation: https://www.superheroeswithsuperkids.org/
“It’s a Jungle in There” by Steven Schussler: https://amzn.to/3QCZi96
LinkedIn: https://www.linkedin.com/in/schusslercreative
Facebook: https://www.facebook.com/people/Steven-Schussler/1181412814
Twitter: https://twitter.com/StevenSchussler

Key Quotes:
1. “When you believe in something, just go for it!”
2. “You need to sweat the small stuff because that’s what makes the big stuff work.”
3. “No is yes waiting to happen.”
4. “You’ve got to listen to your gut.”
5. “But at the end of the day, it’s all up to you.”
6. “You can do a lot with a lot less.”
7. “If you’re not studying what other people are doing then you’re doing a disservice to the creative process.”
8. “You need to move as a team.”
9. “Business cards are one of the most important things today.”
10. “It’s all about service.”

Links Mentioned In The Episode:
“It’s a Jungle in There” by Steven Schussler: https://amzn.to/3QCZi96
Super Heroes with Super Kids Foundation: https://www.superheroeswithsuperkids.org/

Buy David’s book “Trusted Leader”: https://amzn.to/3luyqf1

David’s Links:
Subscribe on Apple Podcasts: https://apple.co/36AXtp9
Follow us on Facebook: https://bit.ly/2S9O6mj
Follow David on Twitter: https://bit.ly/2BEXgla
Follow David on LinkedIn: https://bit.ly/2Xbsg5q
Follow David on Instagram: https://bit.ly/2QDFOE5

Show Transcript

David Horsager:
Welcome to The Trusted Leader Show. I’m your host, David Horsager. Join me as I sit down with influential leaders from around the world to discuss why leaders in organizations fail top tactics for high performance, and how you can become an even more trusted leader.
Hello, it’s David Horsager with the Trusted Leader Show I’m on with the most creative guy you’ll ever meet in the world. He has created for the most highest revenue producing restaurants in America. He is the creator of the Rainforest Cafe T-Rex, yet Yak and Yeti the boathouse. You’ve been some of these places. We’ve been some of these places. We’ve celebrated birthdays at these places. We’ve dated at these, I’ve taken girls on dates at these places, and we had an amazing time, thanks to you down there not too long ago, celebrating. I was speaking in Disney, and you set us up at a great table with our whole family and celebrating a volcano cake with my son at, at the that was at the T-Rex. But you’re sitting at the boathouse today. His, he’s the CEO and founder of Schussler Creative, and his name is Steve Schussler. Thanks for being on, and thanks for being my friend.

Steven Schussler:
Thank you, David. It’s a pleasure to be your friend. It’s a real easy thing to do.

David Horsager:
Well, Steve and I got to be on a part of a leadership group for the last several years together and kind of a round table leadership group. And anytime I get to sit next to, to Steve, I’m better for it, for sure. So, anyway, let’s get into this. Steve, just tell us a little bit, I, I wanna go into your process of creativity and some of the things you, you do things we were talking about earlier, unlike anybody else in the world. But tell, tell us a little bit, a couple things people don’t know about you, little background. I know your wife is amazing too. Give us a little ba a couple things we don’t know.

Steven Schussler:
A couple of things you don’t know. I’m active, active. I’m a avid tennis player horseback rider, skier any kinda water sports. I love to be active and I’m an avid collector and most people that collect things collect more than one thing. So I collect antique juke boxes. I collect anti cars. I collect anti motorcycles excuse me. And most of these things are used as props for what I create in the restaurant business. Our restaurants, I call them attractions, restaurants and retail stores. So we just don’t have restaurants. We start off with attractions because all of our restaurants have two, three hour waiting lights, so I like to call them an attraction. And it, the boathouse down here at Disney Springs, we have Amfa cars, which were made from 1962 to 1967, and they actually go physically from land and into the water. So that’s an attraction. And it’s next to the restaurant, and it causes a, a great deal of appeal nationwide. So we’re different in a lot of senses.

David Horsager:
Yeah. Yeah. And you’re different people would say in a really mighty good way. But you certainly were willing to take some risks. Risks and everything else. If you haven’t read it, his bestselling book is, It’s a jungle in there,

Steven Schussler:
Inspiring lessons, Hard one Insights and other acts of entrepreneurial daring.

David Horsager:
Let’s talk about that because you were daring, and I’ve read it and, you know, one of the big, big breakthroughs was Rainforest Cafe. It, the, one of the big ones is at the Mall of America. There’s always a wait. We’ve been there multiple times. But tell us, tell us about that journey a little bit. Let’s take that Rain Rainforest Cafe. It’s a, a fun, inspiring story.

Steven Schussler:
Well, I, I decided that it would be fun. I’ve had tropical birds my whole life. Macaws some of the largest birds that there are, and they’re all hand raised domestically read br babies that I actually hand fed and and raised. So people don’t know that about me. And I learned a lot from the tropical birds I had as pets. I learned about deforestation, I learned about the, the plight of the tropical birds poaching you name it. I’ve learned about it and studied it. And that gave me the inspiration to create the Rainforest Cafe because I would come home from work every day and radio and television broadcasting, which was my background. And I would say I talked to the birds. You know, I’d have my Gucci bag in my Gucci shoes, but I’d walk in there and I’d let the birds out and we’d have these conversations and I would say to myself, The world should see the beautiful plumage and, and, and, and the feathers and the colors of these magnificent animals on top of the fact that they’ll outlive us.
You know, they, they’ll live 80 years to to 120 years. So normally people that have tropical birds will, will them. And I pay young lady to come in three hours a day, seven days a week, 365 days a year to spend three hours with the birds. She takes them out of their cages. She talks to them, she plays with them. We get them fresh fruit, fresh water, fresh vegetables, clean their cages. They have their own air conditioning system, their own heating system, their own, their own dishwasher. I mean, we, we’ve gone really far out and, and I love them. And they’re the reasons I created the Rainforest Cafe. And I promise them when we make it with the Rainforest Cafe, that I’d never get rid of them. That they’d be my, my, my compadres for the rest of my life. And that’s exactly what they are now.

David Horsager:
Well, that Rainforest Cafe, that was a time you weren’t maybe as, when you’re taking the risk and now that’s become a, a monumental success, But you weren’t as successful as you are today. You had to take a big risk. You took a house in down there in the south side of the cities to tell people the risk you took and what you did to get that, that sold.

Steven Schussler:
Well I had just come out of a, a place called Jukebox Saturday Night, which I created in Minneapolis. And you know, when you close a place, people wanna know why investors get nervous about investing in a new place. So I decided that I would immerse myself in the rainforest, and I actually built the tropical rainforest in my home. It, it took me a year. And I had the, the, the, the the forage. I had 37 tropical birds. I had 3,700 bright orange extension cords running through my home with free gasoline generators in the backyard. The DEA rated me, they said I had the highest residential electric bill and the state of Minnesota. So they thought I was growing marijuana plants. And in three o’clock in the morning, they rated me, I was in my underwear and they wanted to frisk me.
And I said, What I said there, There’s nothing to frisk. I’m in my underwear. Anyway, at the bottom line is they searched the entire house and they all came out with wet spots in their private areas. They were peeing in their pants from laughing because they thought they, they, they, they, they found a, a drug dealer or somebody growing marijuana plants. Instead, they, they said they found a nut and they all became investors. They all made out really well, and I don’t know if you know this, but we opened up 45 Rain Forest cafes in seven years and three continents. I basically lived out of a suitcase. And it’s been one of the most incredible experiences to teach others how not to give up. And when you believe in something, how important it’s just to go for it.

David Horsager:
You had people calling you, calling you crazy, you know,

Steven Schussler:
Tells and hired a, a, a a psychiatrist. And and the guy would call me every week and he’d say, Listen, your appointments already paid for your, your neighbors all chipped in. They really think that you’re nuts. They heard that you were painting your ceilings and walls black in preparation for your greenery treatment. Cause you wanted to create a canopy for a tropical rainforest. The neighbors thought that I was into black magic and I was going to eat their kids

David Horsager:
. You maybe just should have said Yeah, maybe . So, so tell us about that journey. So actually what I’d like to jump into with our short time together is that process of creativity. Cuz you kind of use the same process all the time. You’re building, building all these, I mean, now you’ve had so many wins at Disney, they’ll take your call, but it wasn’t that way at first. What’s, what’s the process?

Steven Schussler:
Well, the, the process is I have to like, what I’m doing that, that I know that sounds you know trite. But at the end of the day, if I don’t like what I’m creating, I can’t create it. Cause I put 100% of me into it. I don’t sleep real well at night. I think about all the elements. Attention to detail is what we’re known for. Disney has said it quite often that we’ve out Disney. Disney, that’s the best compliment that you can, you can ever imagine. People say, Don’t sweat the small stuff. David and I say just the opposite. You need to sweat the small stuff. Cause that’s what makes the big stuff work. And again, I only create, you know, a lot of people come to us and say, Will you create this for us? Will you create that for us?
It’s hard when I’m creating things for myself and for my partners. So I create things based on what I like. With the Rainforest Cafe, I had tropical birds. It was really easy for me to study and go to libraries for years and learn about deforestation and how it affects the rest of the world. The oxygen levels, all, all the things that go along with it. So I study. I spent a lot of times reading books. I I spent a lot of time doing research and development with other concepts and other people. I travel a lot. I look at things a lot and I determine what I feel I can attribute to and what that concept might be and where it would fit in. And then I have to look for landlords, places to put it. Then I have to look for financing and find the people that are willing to put their money in. So it’s, it’s a very, very, very long process. Each concept I create takes about five years before it’s open from the day, the inception from the day of inception. So it’s a long, tedious process. And as I wrote in my book, it’s a jungle in there, No is yes waiting to happen. And that’s an important thing to, to realize that it will happen if you don’t give up.

David Horsager:
Tell us about that. Most people give up or, you know, don’t persevere through some of the battles you’ve had. Tell us about that experience and how do you keep going?

Steven Schussler:
Well, you gotta talk to yourself. You know, there’s been many nights where, where I’d look in the mirror and ask if I was crazy and the mirror would say, No, you’re psychotic. And then I’d laugh and I’d wake up the next day and I’d get back on the bike. So if you fall off your bicycle, you, you gotta stop pedaling, get your stuff together, and get back on and keep going. And I’ve done many of that. I, I can’t tell you, there’ve been many days that I question my own sanity and then I laugh at myself and, and just keep going, keep going. And people ask me all the time you know, what do you do? And I said, The answer is never, ever, ever, ever, under any circumstances give up. On the other hand, you gotta know when to give up and change your direction. And it tell people all the time that giving up is not an option. But you have to be smart. Change is inevitable. Change is gonna happen whether you and I want it to happen or not.

David Horsager:
How, how do you, how do you decide, because I talk about this, some of the things I’ve been writing on the last few years have been about tensions that we face. So, so like we’ve got I believe, you know, you’ve got consultants that say it’s always like this or it’s always like that. And what do we know? We have to think that you got someone, you could say someone, Oh, the early bird gets to worm, but be patient. Both can be true. We got, you know, persevere or pivot. We got, should we diversify on this? That would be good. Go for everybody. Or should we be homogenous and stay focused on that one? But on that persevere or pivot, How did you know when to pivot? Cuz you see pers people persevere right off the cliff. You see people pivot too early cuz they give up. What do you do?

Steven Schussler:
It’s gut. You gotta listen to your gut. You know, the gut is one of the most important things you could have. Cause it’s attached to your brain. And when, when, when you smell smoke, you know this fire close by and you gotta take all of those, those key elements that make you question what is going on here? Is this right? Is this not right? And your life experiences, I gotta tell you, being part of the Harvey McKay round tables really helped me a lot to get everybody else’s professional perspectives and feelings. But at the end of the day, it’s all up to you. You’re gonna be the failure or you’re gonna be the success. And it’s who you align yourselves with. I talk about this all the time. I hire people that are better than I. And people are afraid to do that.
A lot of people say, Hey, I’m afraid of the competition. They’re coming in, they’re opening up across the street. So what all it does is bring more people to the excitement of the entertainment area that you’re, you’re creating it. And and I spend a lot of money on, on props and learning because I like to use things other people don’t. I, I wanna be an icon. Wherever we open, I want to be an icon and, and, and I wanna be the main guy on the block. And in order to do that, you really know your stuff. And you, and

David Horsager:
You created some of the most amazing restaurants in the world, certainly experiences in the world. Then the pandemic hit Yes.

Steven Schussler:
What,

David Horsager:
What, what you learn.

Steven Schussler:
Well, I learned that you can do a lot with a lot less that, that’s, I think that the number one thing that we’ve learned is you can still continue to be successful and, and wildly successful with less people. And we, we learned to take care of our, our, our team and our staff. We actually made meals for everybody that works for us and the people that they had at home waiting for them, their mom, their dad, their cousin, their brother. So we, we allowed everybody to take food home and we provided an experience for them even during a really bad time. And what that did, it solidified their relationship with us. And when the pandemic was over or things eased up and we were able to go back to business, nobody wanted to leave us because we took care of them. We, we, we became Class X when everybody else laid people off. We found ways to use them. We found ways to do maintenance and other things that we couldn’t do while we were doing a thousand or 15 people a day. And, and it networked out really well for us.

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David Horsager:
You’ve got this creative streak. You’ve also got this restorative streak. You, you restored this amazing barn where you live in the, on the, on the Minnesota property. Tell me about that. That’s one I still, by the way, haven’t seen. And we’ve talked about it a lot cuz we have a, a farm and we want to restore an old barn. But what, Tell me, you know, tell us about it.

Steven Schussler:
Well, I, I was looking for a place for storage for our antique motorcycles, our props, our antique juke boxes, our cars. And, and I read an ad in the paper about Eden Prairie looking for someone to, to buy this property to use for storage only. And they made me sign all kinds of conditions. When I, when I bought it, it’s an interesting story. It, it was up for, for an auction and I think the price was $83,500 and it was a sealed auction. So you had to put the auction amount in that you were willing to bid. And minimum bid was 83,500. I called my attorney, said, Have you seen the place yet? I said, No. He said, Well, maybe you’d go look at it before you bid on it. So I went and I looked at it and I heard that there was over 500 people that have already looked at it and there was a lot of interest in it.
And I called my attorney, I said, I’m putting a bid in. And he said, Are you sure? And I said, Yes. And he said, How much are you putting the bid in for? And I said, said, Well, at minimum bids 87. I said, Let’s put in a bid for 92. And I called him back a half hour later and I said, You know what? I wanna change that. He said, Are you crazy? What are you gonna change it to? I said, To a hundred. And then I called back the next day and I said, I’m gonna change it to 110. And he said, What are you doing? Are you nuts? And I said, Listen, I don’t wanna miss out on it. It’s a closed bid auction. And, and from what I understand this, you know, hundreds of people walking through this place with interest. And at the end of the day, I forgot about it.
And 60 days later, I get a call at 11 o’clock at night from the, the newspaper, the Star Tribune. And they said to me, Congratulations Mr. Shaler. And I said, For what? And they said, You were the winner of this barn in Eden Prairie, Minnesota. And I said, Oh my God, that’s fantastic. And, and I’m licking my chops and, and I’m feeling real good about it cuz I, I had forgot, was two, two months earlier. And they said to me, Can we tell you one more thing? And I said, Sure. And the young lady said to me, You were the only bidder

David Horsager:
.

Steven Schussler:
So I’ve been against myself three times, but I won. There you go. And it took us a year and to two years to restore it. Almost eight months just for the roof of this place. But I love taking things that are old and turning them into using what the charm that, that kept it old and turning it into something cool. And we do over 110 weddings every single year. So there are people that will never forget their experiences at, at this barn. We call it Green Acres Event Center. Green Acres is a place for me. You remember the song? Oh, yes. And, and, and it’s a lot of fun. I, I put artificial cows not artificial, but they, they’re fiberglass cows that I bought in Panama and I had them delivered to Eden Prairie. And I put them all over the place, and people would call me every single day, David, and they would say, Thank you, thank you for making us laugh on the way to work every day. Thanks for taking this barn, that that is a staple in, in Minnesota and saving it. And it feels good besides the fact that it’s successful financially. And it cost a small fortune to save it. And we got parking from the city and we had to pay for that. And all kinds of things that we had to, to make it a world class event.

David Horsager:
It’s beautiful. And I’ve, I’ve heard nothing but amazing or reviews, so thank you. That’s that, that’s fantastic. Tell me this, what are you doing now to innovate? Like, I think, I think you, it comes to, because you’re reading because you’re actively learning, but what are some of the things you’re doing now to to innovate, to be creative, to stay creative?

Steven Schussler:
Well, I, I’m, I’m coming up with other things that no one else has done. I, I don’t like copying things. I mean, there’ll be an element here or there. Oh, that’s a great beer. Or that, that, you know those are great drapes. It’s a good color. I like the way it flows to the left or to the right, but we take ideas all the time. But if you, you’re not looking at new stuff and if you’re not studying what other people are doing, then you’re doing a disservice to the creative process. So I’m constantly on the move, constantly looking at new things, constantly researching on the internet for, for new products and ordering them and playing with them to see if operationally the work. You know it’s one thing to be creative and build and think about things that could be really cool. It’s another thing to make sure that your operations team can make it work.

David Horsager:
What are you doing to lead yourself? You know, we talk about the Trusted Leader show you have, you’re incredibly creative. You’re doing some things, you know, we’ve, at least what I’ve found is people that are leading, others, leading these massive global initiatives that you’re leading. And I haven’t even talked about all of ’em. What are you doing to lead yourself? Is there a rhythm or routine you have, you get up in the morning or you do, What certain things do you do that just help you be better as a healthy person?

Steven Schussler:
The more mountain bike riding I do, the, the more physical exercise that that, that I get, the more healthy my brain and my body is, and the more creative I become. I usually leave a pad in every one of my cars and, and, and a pencil. I, I write things down. Things come to me in the shower. They come to me sometimes two or three o’clock in the morning. I don’t sleep very well. I’m bed at 12 or day know unhealthy. That’s, I get as much physical exercise and as much as I can love learning from other creative people, other people’s thoughts. And then one of the things I’ve learned is, you know, everybody has an opinion. Everybody has an opinion, just like everybody has a but we all sit on buts. But I like to say is, you have a creative idea.
You gotta bring it to the table and you gotta share it with everyone so they hear it. But at the end of the day, you need to move as a team. You’re never gonna get a hundred percent consensus on your ideas. I don’t care who you are. You’re never gonna get consensus when you have a group of 20 people or 10 people. But at the end of the day, you have to ask for consensus and move as a team. And I think that’s real important. And if you show the respect of being able to explain yourself and, and, and explain your idea and your thought process, people that might not disagree, that might disagree with you will go along with you because you’ve given them respect.

David Horsager:
What else do you do? I love that you’re, you know, we talk all about building trust and leaders and teams around the world here at the institute. And, but you have, you have to build trust with big investors. You have to build trust with Disney. You didn’t always have a track record to go from. What are some of the things you did to, to build trust before you were trusted?

Steven Schussler:
Well, you know, little things like shaking somebody’s hand, like, like, like following up with a letter and a phone call. People still like getting things in, in writing. You know, we’re so used to emails that people stopped writing letters. People don’t use stamps anymore. They, they just use email. I think it’s a mistake. I think you need to use all of your resources. So an email is great. A follow up letter, something that’s in with your, your logo and your company on it. And, and your handwritten signature is really important. Business cards, business cards are one of the most important things today. And everyone’s saying, Oh, we’re getting away from business cards, this, that, and the other thing, Everybody loves a business card. My business cards are die cut. So for T-Rex, for instance, I have a T-Rex, a dinosaur, it’s die cut cost me a dollar a card they made outta plastic.
They go through the washing machine, but they’re the coolest looking cards in America. I’ve won all kinds of awards for all of my cards. I spent three months developing every card for every one of our business. People call me from all over the world asking me to send them a sample of my business card. My partners think I’m nuts, cuz every single card costs a buck. So you’re giving away a buck every single time. But I’m the marketing and the promotions guy, so they don’t get rid of my business card. They don’t put ’em in a pile with the other white plain square business cards. They put ’em on their computer, they take ’em home, give them to their kids. So we think out of the box and, and, and we work outta the box.

David Horsager:
Well, so many ways we could go, Oh man, I love your stuff. I love what you do. It’s, it’s a, you’re amazing, no doubt about it. What what’s next? What’s, what’s the big dream? What’s, what’s your biggest hope for the future?

Steven Schussler:
Well, I love working with the Walt Disney World Company. They provide you with, with tens of thousands of people in front of your door. It, it’s not cheap to do business down there. And, and they don’t just accept anybody. So if, if it was up to me, I would stay just doing Walt Disney World Projects. I, I love their philosophy about keeping the place clean. I love their philosophy about how they treat people how they, they teach, how they educate. And it, it’s in my blood. So it it for our, we wanna spend every possible minute of our day creating with the idea that we’d like to put it Disney World. And if it goes somewhere else you know, that we, we believe work that’s Disney World is vanilla ice, mom and dad, baseball hot dogs. It’s, it works for,

David Horsager:
What do you do? You got a team, you know, land the plane here, but you got a team you’ve had to lead and motivate some teams. What, what, what tips do you have? Do you have one or two for, how do you align and lead and motivate that team?

Steven Schussler:
Well, Gibsons is a great example. They’re my partners as well as landres restaurants. And a good example for Gibsons is us. Excuse me for that. Steve Lombardo who’s the proprietor and started Gibson’s he had a party one day that came in. They wanted the cheesecake. Cheesecake wasn’t on the menu. He down the street while were eating and bought cheesecake at a different restaurant, brought it. And the cheesecake to a people will never forget that as long as they live, they’ll talk about it forever. And for what? A $10 investment that you’ve got people that will come back for the rest of their lives. So I, I learned a lot by that. You won’t find a lot of res that are gonna do that. It’s, it’s all about service and the quality of the food. And once you cut one of those two things, you’re not prime anymore. You’re not on top of your game. So we’re very careful to lead by example. And the examples that people that have, have helped me that, that are my partners have really made me a better person.

David Horsager:
Where can we find out more? There’s lots of places to find out about you, but Steve s Shoeler. Where, where can we find out more? Connect with you?

Steven Schussler:
You, you, you can look my name up or Google it. There’s, there’s thousands of articles. Anybody ever wants to call me? They could reach me at my office at 7 6 3 7 4 6 3700. I give everybody time. It doesn’t matter who calls me. There’s entrepreneurs that call all the time. They want some advice, they wanna talk. I I, I love to help because when I was looking for help and I was starving, ok, that weren’t a lot of people out there I wanna be one of those people that are there.

David Horsager:
You are, you’re a trusted example. I’m grateful to know you and grateful that we’ve gotten to be on the Harvey McKay round table together and other events and times together. I’m grateful for the splash you’ve made in our home state of Minnesota and certainly our country and world. There’s lots more we could talk about, but we’re gonna put it all in the show notes. Trusted leader show.com. We’re gonna put out where to get his book, where to find out about a you, he’s even given his phone number out. We’re gonna make some encouragements for everybody to go eat when they go to Disney. And everybody goes to Disney. Make sure you go to one of these great places. Rainforest T-Rex, yet y the Boathouse is amazing. We love that. But it’s the Trusted Leader show. Here’s your last question, my friend. Who is a leader you trust and why?

Steven Schussler:
I, I trust Harvey McKay. I, I trust my partners because they, they have proven over and over and over again, whether it’s Landry Restaurants or it’s the Gibsons Group outta Chicago that they can be trusted that they have high morals. They believe in helping other people. I believe in being charitable. I didn’t even get a chance to tell you about our charitable organization.

David Horsager:
Can jump in right here before we close. Tell us about it.

Steven Schussler:
Well, it’s a 5 0 1 c3. It, it’s called Superheroes with Super Kids Foundation. And we take children that have catastrophic illness and we bring them in their families after being vetted to a place that we built. It’s a superhero command center. And people think they’re coming to look at a new concept that I’ve created for Disney that the public has not seen yet. And we take the young gentleman or, or young lady who has this, this, this terrible disease or sickness. And we give family a tour, this beautiful, and, and it’s called Most gadgets and gears, gg. And everything moves. It’s all built about kinetic energy. And after we give tour, we feed, and all of a sudden, in the middle of Batman in the front in Batman outfit, and who plays Batman, John Pollett with the polled family who wound in Minnesota twins.
And he comes in yelling and screaming, Where’s my superhero kid? And the kid raises his hand and the, and the family’s there, and they’re all excited. And he walks over to the kid, introduces himself, and he says, Please gimme a tour of what you just saw. And the kid takes him by the hand and walks him around the entire place and they, they get to a statue a bust. And a Batman says, Why don’t you take the head of the, and pull it back? And does that, He says, See that button? Press that button. And a that’s on the wall goes up in the air, it’s lit, and while it’s lit goes up in the air and this brick wall opens up and you’re into the superhero command center, which is absolutely on. We spent over a million, we got 17 different life size superheroes made out fiberglass.
We got a huge mural of, of Gotham City. We have a Bat Mobile that I spent $250,000 for. That man brings him into a dressing room, asks him if he wants to get into an outfit, he gets into a a Robin outfit. That man puts him inside the car, presses a button, a huge garage door opens that has a mural of a tunnel. And outside that garage door is the St. Louis Park Police Department, the St. Louis Park Fire Department with trucks and manpower. And they escort the Bat Mobile with Batman and, and, and our superhero kid to another place where they have dessert and they’re on the road, the sirens are gone, everything’s going. And the kid is waving like he’s in a parade. And then they get back after, after having dessert, and we bring him back to the superhero command center, and we give him a bag with a book, pictures all kinds of gifts so that while he’s either in hospice or he is home trying to recuperate, and we also give ’em a 22 scholarship from Wishes and more, which is, are the people that we use that do the vetting?
And they can use that if they make it to college for their college education. And if by some chance they don’t make it the money goes to the family. It’s one of the coolest things I’ve ever done in my life. We, we, we like to do at least two a month. They’re incredible. And it’s heartwarming.

David Horsager:
Super heartwarming. We’re gonna put that in the show notes, trustedleadershow.com. You’re gonna be able to find out about the donation. Maybe you want to give to it, but we certainly want to support it. And Steve, this is been fantastic. You’re fantastic. I’m so grateful for you and grateful for the time together. Grateful for that you share with our audience. Grateful that you’re my friend. For now, this has been the Trusted Leader Show. Until next time, stay trusted.

Ep. 102: Anthony Diekemper on Why You Should Take A Moment To Reflect

In this episode, David sits down with Anthony Diekemper, CEO of Rampart Communications, Inc., to discuss why you should take a moment to reflect.

Buy David’s book “Trusted Leader”: https://amzn.to/3luyqf1

Anthony’s Bio:
Growing up as the eighth of twelve children, Anthony began learning leadership lessons very early in life. He is originally from Las Vegas, Nevada but now resides in Severna Park, MD with his wife Kellie. Together they have four children, Noah, Emily, Ashley and Sydney who are the joy of their lives. Anthony is currently the CEO of the deep-tech start-up, Rampart Communications, Inc. His passion is building cultures based on mutual trust and respect, which unleash employee and organizational potential. In addition to his work with Rampart Communications, Tony teaches interpersonal communication and leadership for the Anne Arundel County Police Academy.

Anthony’s Links:
Website: https://rampartcommunications.com/
LinkedIn: https://www.linkedin.com/in/anthony-diekemper-b9b8411/

Key Quotes:
1. “People are starving for real conversations, and they’re terrified of real conversations.”
2. “We want to be able to trust things, but we’re afraid to build trust because building trust puts us at risk.”
3. “Performance is not only the work that you do, but it’s how you treat your co-workers.”
4. “Your behaviors are not only a part of your performance, they’re the biggest part of your performance.”
5. “You have to figure out what’s going to work for the situation you’re in.”
6. “If you don’t take the risk you’re going to miss opportunities.”
7. “Reflection is so powerful.”
8. “You don’t have any kind of success without really big challenges.”

Links Mentioned In The Episode:
“How to Stop Worrying and Start Living” by Dale Carnegie: https://amzn.to/3CozcDc

Buy David’s book “Trusted Leader”: https://amzn.to/3luyqf1

David’s Links:
Subscribe on Apple Podcasts: https://apple.co/36AXtp9
Follow us on Facebook: https://bit.ly/2S9O6mj
Follow David on Twitter: https://bit.ly/2BEXgla
Follow David on LinkedIn: https://bit.ly/2Xbsg5q
Follow David on Instagram: https://bit.ly/2QDFOE5

Show Transcript

David Horsager:
Welcome to the Trusted Leader Show. I’m your host, David Horsager. Join me as I sit down with influential leaders from around the world to discuss why leaders in organizations fail top tactics for high performance, and how you can become an even more trusted leader.
Welcome to The Trusted Leader Show. It’s David Horsager again. And I have a special guest. He’s been a friend for a long time. I started learning more about him when he was building an an incredible high growth company. And more than that, an incredible high trust culture there. He’s since taken the reins. He was CEO there, but he’s CEO at a new organization. I’m excited to hear about what he’s doing these days, but we’re excited to talk about trust, culture, leadership, and a host of other things. Please welcome to this show, CEO of Rampart Communications, Mr. Anthony Diekemper. Hey, thanks for joining us, Tony.

Anthony Diekemper:
Thanks David. It’s great to be here. Great to see you as always. I love your energy. Someday I hope to be as energetic as you.

David Horsager:
Oh, Tony, you are. You’ve stayed in our home, you know, the first, first couple to stay in our home seven, eight years ago when we moved. We let you in without even hardly moving stuff in. You and your wife. We’ve had some fun days together in the front rows of the Yankees games when we’ve been in New York City. We’ve worked together in your former organization. We’ve, we’ve just been friends along the way and you care about a lot of the same things. I think the first place we met was when I was speaking at a big event in Vegas and you stayed at the back, not like all the fans, to have me sign your book just to talk and probably tell me what I said wrong. But anyway give, give us an update on what you’re up to and just your, your, your, your heart in your work.

Anthony Diekemper:
Yeah, great. Thank you. But that was a pretty good recap of our relationship. That’s impressive. I don’t think I could have done that. So,

David Horsager:
And that’s stayed your home too? Not every CEO of I like stayed and you know, we’re, we’re, we’re that kind of friends.

Anthony Diekemper:
We do have a horse soccer suite in the basement.

David Horsager:
There you go.

Anthony Diekemper:
So yeah, so, so these days pretty exciting stuff. I am doing a startup, not the first one, but this is the first deep tech startup I’ve done. So there’s a term deep tech or hard tech. So I’m working with some founders who’ve come out of the, the NSA and they have very, very deep technical backgrounds. And

David Horsager:
That’s the National Security Association for those that are thinking of a different nsa. Cause we have listeners now I know from both, so National security agency, the real one, right? Yeah. So not not other NSA acronyms, which we now know there are several.

Anthony Diekemper:
Good, good clarification. Clarity is a pillar. So, so, so we’re, I’m working in hard tech, which I’ve never done before. I’ve worked in tech before, but this is really challenging. So the gentleman that I’m working with have created the first technology in the world that actually completely secures wireless communication. So it is groundbreaking. And the real interesting part about this, I, I think about you every day. I’m the claims that make about our technology, the very first thing that say every time is we don’t believe you and we don’t trust you. And so we face this trust hurdle every single day in building this startup. And it’s been a challenge, but it’s really incredible and it’s exciting work.

David Horsager:
So in our short time together, we’re gonna go fast and furious. How do you with that exact, because it’s an amazing technology and I’m gonna get to some other things too, but let’s just, that begs the question. How do you build trust the people that you’re a new startup, you got this amazing claim that you can do these things. How do you, how do you build trust?

Anthony Diekemper:
Great question. So I think that the con, the pillar that comes to mind is competence. We have to be able to demonstrate that the things that we’re saying are backed by science. They’re not, they’re not marketing claims. And it’s not relational trust because people aren’t trusting us because they know us, because they don’t know us. So it is very much about competence. We have to be able to demonstrate the things that we’re saying in very clear, compelling ways so that they can say, Okay, we can see the competence behind you claims.

David Horsager:
That’s, there you go. How do you do that when you haven’t done it before?

Anthony Diekemper:
So that, the short answer is we went outside the organization and found some organizations who, whose job it is to validate technologies for the government. So we hired, we hired some of them to come in, evaluate all of our technologies and produce documentation that demonstrated the validation because those are acceptable for the customers, for the government customers that we’re trying to work with. That’s what they needed to see.

David Horsager:
So now let’s, let’s take a little jump here because what I’ve been interested about you is you’ve come through big consulting companies, you’ve run companies, I’ve watched you really care about people. You’ve been a chief people officer, you’ve been a chief ceo. When I worked with you, I think you might have started as ceo, but then I saw you, I thought, how does this CEO in this organization cares so much about people? You, I think I might have been one of the, the, to, to come in and come alongside you a little bit, but you were doing this thing you called cathedral building, which was really building up people you cared about culture. Just speak to that care of culture and people and what you think about that.

Anthony Diekemper:
Oh, great. So for me, you know, I was the eighth of 12 kids and something happens. I, I don’t think you, you had 12 kids in your family, Dave, I know you had a lot, but I don’t think you were 12, but you kind of get lost in the shuffle. You’re, you’re kind of just another face in the crowd, which is kind of sad. But for me growing up, you know, I always wanted to be a part of something. I wanted to be connected. I wanted to feel engaged. And so what I started to see when I got into corporate world that we say a lot of things that I think are just really poisonous. And the one that really bothers me the most is that it’s not business. It’s just, it’s not personal, it’s just business. I, I hate that terminology. We use it all the time and it’s usually used as a way of saying, Look, I’m gonna do bad things to you and I’m gonna stab you in the back and I’m gonna take advantage of you.
But it’s okay cuz in business, that’s the rule. That’s the rules of the game. And I really detest that. The problem is that so many people, and you know this cuz you face it in your work every day, so many people have come to believe so deeply that that’s just the way it is in business. You can’t trust anybody. You can’t believe what anybody says. Everybody says they have a good culture. Everybody says they care about the people, but then nobody really means it. And so your question was, how do you do that? For me, the caring part is, it’s genuinely what’s in my heart is it’s the way that God made me. I know that it took me years to figure it out, but God put me here to care about people. I know that in business that’s not necessarily popular. And so I had to figure out how do you do that in a, in a good, healthy way?
And what it comes down to for me, that the actual how to, how do you put your hands on, that’s having real conversations with people because people are starving for real conversations and they’re terrified of real conversations. So when you look somebody in the eye and say, Look, I’m gonna make a commitment to you. I’m going to commit to you that the things that I’m telling you about working together are real. And as we go forward, you’re gonna look me in the eye and tell me whether or not they’re happening. And I’m gonna take that feedback and we’re gonna figure it out together because we’re all imperfect. We want to, we wanna be able to trust things, but we’re afraid to build trust because building trust puts us at risk.

David Horsager:
Can you give us a a way to think about that? There’s, I can see a lot of people listening like real like, oh no, how, what’s a framework? How could I even start to have this kind? Because what, I know what you mean. And most people are sitting there think they don’t know what you mean by real conversation. , they think you mean, Okay, let’s not talk about sports, let’s talk about our KPIs. I mean, , you know what, when you say you’re willing to do that, like what, how, how can we do that in a, in a way that makes a difference? And by the way, I love what you said about people, we bring our whole self to work. You bring your whole, you bring your faith, you bring your family values, you bring your, to say, we don’t bring those our politics, we bring that to work. So how can we make a safe, healthy place to be the best of ourselves? And I’ve seen you build cultures and care about building high performing teams. But let, let’s start with this one. What’s a framework? How can I get over this? They’re starving for it and they’re terrified of it. Yeah, I love that. But how do we have a real conversation?

Anthony Diekemper:
So, great question. I’ll just tell you where it starts. For me, it starts for me in the hiring process. So when we, our hiring model is most organizations use a two word hiring model. And the, and the model is need and can, This is what we need, what can you do? And if there’s a fit, we can look at your resume and figure it out. We use a three word hiring model. It’s really complicated. It’s can want need. So we wanna know, we want you to know what we need. We wanna know what you can do. But more importantly, we wanna know what you wanna do. And, and I’m, I’ll tell you something David, that it is surprising to me when I ask people the question, Tell me what your optimal job is. If you could paint your own job and do anything you wanted to do, what would you do?
The most common response I get is, but I don’t get to do that. Not here’s what I want to do. And so part of what that means is people don’t even consider that as an option. And so that first, that first conversation about getting real is about tell me what you really wanna do. And people are afraid to do it because they’re like, Well, if I tell you that and it’s not the answer you want to hear, I might not get the job. And that’s not the point at all. The point is, we, we need a, we have a need we wanna fill, but we wanna find somebody who has passion and energy and wants to engage and we want their passion and energy to come forward. So that has to be aligned with what they’re end up doing. And so engaging all three of those things at the same time, it’s not complicated. It’s actually easier than just making it a transaction. And so when you go back to how do you make it real, it’s no, it’s no longer a transaction. You can read a job description. I don’t need to read it for you, but I can’t understand what’s in your heart and what you really wanna do. So that’s the first real conversation. We have

David Horsager:
One, there’s three. Number one in the hiring process, number two.

Anthony Diekemper:
Number two is once we hire you and we sit down and we say, Okay, let’s talk about what performance is. Because performance is not only the work that you do, but it’s how you treat your coworkers. And so if you can’t engage in behaviors that build trust and respect in your interactions with people, you’re gonna have te you’re gonna have difficulties and challenges. If you are not a trust builder, if you’re not somebody who knows how to cultivate relationships, if your interactions lead people not wanting to ever work with you again, that’s a problem. So your behaviors are not only a part of your performance, they’re the biggest part of your performance. Because if you’re good at production and you can’t build trust, then you don’t get to stay on the, on the team.

David Horsager:
And what’s number three? I love that.

Anthony Diekemper:
Number three is development. So the development conversation is, and just had two of these prior to coming into this meeting. Let’s talk about what you wanna accomplish. Let’s talk about your goals. What are the, what are the, what are the things that you wanna achieve in your journey? So it’s no longer just about the job or your performance or the improve improvements they have to make. It’s about your career and your future. And quite frankly, a lot of people don’t spend enough time thinking about for themselves. They think, Well, what does my boss want? Or what does the company want? Not what do I really want to achieve? And so cultivating that conversation is a lot harder than people think it’s going to be. Because to get people to stop and really consider that and make it their idea instead of complying with some organization desire, it, it’s, it’s a lot of work and it’s incredibly valuable.

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David Horsager:
So let’s go back. So we have this, these real conversations, and there are probably many others, but a lot of ’em fit under the, we start in the hiring process. We make sure we give ’em clarity, have this conversation once they’ve you know started around performance like you know, results and how they treat others, basically the values or norms of the company. And we talk about ongoing development conversations, which I know you have. Well, how do you, let’s take that subpoint how do you treat coworkers? That’s kind of the values questions. How do you, how do you cascade to have a high performing culture? How do you cascade a common language, common behaviors, common norms for how we do things here? How we treat people here. How do you get, because you know, when I started writing on one of the companies you were CEO of, it was amazing.
You went from this to this. I mean, you scaled so fast. In fact, one of the days I was out there, you were buying another company or moving another company that day, right? That’s right. That and brought them in. And I thought it was interesting because how you built that one, many of them were scared about the merger and they were like, you know, months later, grateful to get to work with you and have this kind of culture. How did you create this, this norm, I guess, of how we treat each other throughout somewhat distributed organization?

Anthony Diekemper:
Yeah, yeah. So that’s a, that’s a fantastic question. And, and I will say that over the years I’ve had to customize the answer to different organizations. You have to figure out what’s gonna work for the situation you’re in. But I would say that the biggest way is to think about the, the, the two sides of the equation. So if you think about leadership and you think about culture, it’s important. The conversations we have, it’s important the message we send, but the other half of that is our processes and systems. We have to actually embed the desired culture into the processes that we have. So that’s why your evaluation on your behaviors is part of your performance management process. Evaluating for culture is part of the hiring process. And then when you talk about we wanna, we want to develop an expectation around behavior, it has to be a norm that, that, that is permeated through all of the systems that you have and all of the messaging that you have. So it’s basically,

David Horsager:
That seems overwhelming. I’m overwhelmed. It is, how do I do that

Anthony Diekemper:
? So I think the first, how begins with intentionality, if you’re intentional about saying, look, I want to make sure that I’m saying that I want a certain set of things to happen, but then I have to figure out the mechanisms by which that happens. And so it’s, it’s first the intentionality and then secondarily, it’s okay, so where are the places that that begins to touch people? So if you’re asking that second question, you will figure out what those things are. It’s, there’s not a preset list of them. You just have to think through what are the touch points that we have with people and how do we use those to make sure that we’re sending the right messages, reinforcing those, and then really diligently seeking feedback. Because no matter what you do, some of it’s gonna work, some of it isn’t, and there has to be a dialogue around it. So you have to be consistently seeking feedback about the impact of the messaging.

David Horsager:
What do you learn in these days? You’ve got so much you’ve learned. I would love to, I wish this conversation could go for three hours because there’s so, we’ve had so many fun conversations. We’ve talked about building trust in change. I remember our conversation, I think at, at, at your house years ago on that. And wow, if people been through change, I’ve got some thoughts there. And so do you we talked about, you know several different things, but what do you, what are you learning these days?

Anthony Diekemper:
So, I hate to say this, but what I’m learning the most these days is about how to work in the government world, which is not very you know, exciting. It’s necessary for me in this job. So I’ve had to learn a lot about technology and I’ve had to learn a lot about how to, how to make things work in the government world, and that’s all necessary. But, but what’s been fun about that is that there are a lot of stereotypes that I’ve found about sort of dealing with government organizations and, and the kind of people that you work with and the kind of systems that you have to work your way through. And so bringing some of the commercial world and having fun with people into that process and trying to shake things up a little bit. I I think I freaked a few people out so far.
I, I will tell you one thing I did that everybody thought I was nuts. So there’s a, I don’t know if I can use his name or not but there’s an admiral in the Navy who was in charge of the la the Navy’s largest program. And and I said to our team, I think this guy, I think these guys need to know about our technology. I’m gonna email him . And they said, You can’t do that. You can’t email an admiral. You don’t, you’re nobody said, Well, let’s take a shot. So, so we started this, this email dialogue with the, with this admiral and you know, part of the learning there, and this is, you know, a lot of what we talked about with the team is if you don’t, if you don’t take the risk, if you don’t try, if you don’t put yourself out there, you’re gonna miss opportunities. And we will usually do that because we’re gonna tell ourselves it’s not gonna work before we do it. And so, you know, that was some great learnings for the team and really just finding out that even, even though it’s the military, you can still use some of the, the skills that you’ve learned in the commercial world to transcend. So that was a lot of fun.

David Horsager:
I love that , keep it going to take the risk. Jump, move, go

Anthony Diekemper:
Jump

David Horsager:
Off the cliff. Yeah, I mean, you go for it. There’s, oh, there’s so many things we could talk about. Let’s go personal for a second. You know, what I’ve noticed is the greatest leaders, actually before I do that, I wanna ask you about this because this, this makes sense with trust. People are asking, you know, Oh, everybody’s talking about zero trust. Yeah, zero trust policies, zero trust. I mean, David, you talk about building trust, isn’t that so important? And yet what about zero trust? And you know, my opinion on what is meant by zero trust is yet builds trust. But what say you

Anthony Diekemper:
. Oh, that’s a big one. Yeah, so, so in the world of technology, we deal with zero trust architecture every day, which is, Oh, I, every time I hear the phrase I think of you, of course. And it’s, it’s ironic because the idea behind zero trust architecture is that things are so bad you can’t possibly trust anything, right? So you build a, you build an environment, a technology environment where you require a constant re authentication, which is a funny word, authentication, isn’t that a human word? And yet we use it for technology. So it’s, I zero trust architecture has become a necessary thing in the world of technology. I think the irony for me, and I, I haven’t really talked to anybody about this, so I’m probably gonna say this wrong, but I think humans figured out zero trust architecture’s long before the it people did. We figured out how to not trust anybody a long time ago. And so now the technologists are finally figured out how to copy that. But I think it’s, it’s interesting cuz it’s sad. I hate the phrase it’s a good idea for technology, it’s a terrible idea for humans, but I think we have a lot of those humans with that embedded architecture that we have to try and help get outta that mindset.

David Horsager:
So true. And yet I even, I can see how, as an example, blockchain can increase trust because all these, you know, all these things are in place, but so technology can increase trust. Even zero trust technology can increase trust, certainly humanly in, in companies and in technology. So that’s a fascinating, we could talk a whole a whole nother hour on that. Before we go from there, what well we gotta get to the, the, to you. I mean, I just respect you as a leader and have seen you do so many great things, both personally, professionally, and love your family. What, you know, what I’ve noticed about great leaders, they’re imperfect like I am for sure, but they do some things. They tend to have some habits that they might do at home that help them lead well in work. And that it might be fitness, it might be faith, it might be family, it might be time they get up, it might be journaling. But what are some things that you do that have helped you both maybe just stay ground or maybe just lead well in work that you do personally?

Anthony Diekemper:
Yeah, great, great question. So I, there’s a couple different things. You know, for me, one of ’em, probably the first one is just reflection. You know, I, I I’m a huge fan of taking the time to stop and reflect. In fact, I, I build that into our meeting frameworks. I build it into our hiring process. But I think, you know, when you talk to people about the discipline of reflection, so many people have bought into the culture of go, go, go in our society, and we don’t have time, we don’t have time. People say it every day. They reinforce that mindset all the time to themselves. And the reality is, we have time. In fact, I remember as a youth soccer coach, coaching kids in soccer, and as soon as they got the ball, the first thing they did was kick it away.
And, and what you want them to do is hold onto the ball. You’ve got the ball, don’t get rid of it. And you ask him, Why’d you do that? I don’t know. I didn’t have any time. Like, yes, you did, you have time. So the idea that we need to take the time to slow down and just reflect, I, you know, reflection is so powerful, you know, 15 minutes in the morning to just stop and think. There’s so much, there’s so much that’s going on. And when we allow ourselves or our brain works overnight, right? It’s called the nighttime brain. Our brain is sorting information. It takes all the events of the previous day. That’s why we have ideas in the shower. It’s not a coincidence, it’s a pattern. So taking 15 minutes in the morning to stop and think and just capture what’s on your mind, it is amazing.
The incredible insights and ideas and solutions that is one of the, the richest sources of ideas that I have is just that first 15 minutes in the morning and then, you know, five minutes before you get in the car, at the end of the day, you know, we do it in meetings, we do it in, in our hiring process. We stop and reflect, like, okay, let’s stop everybody sit down, spend a few minutes, write down your thoughts, and then, and then we’ll chat. Before we start talking, let’s actually capture what we’re thinking. It’s so simple and it can be implemented in so many little ways, but it’s really, really powerful.

David Horsager:
I love

Anthony Diekemper:
That. And then I think the other one, you know, for me, David you know, just the, the, the habit of, of striving to find gratefulness, you know, that was such a big deal for me growing up in the environment that I was in. It was really hard to be grateful, you know, and you know, some of that story. So really the, the process of, of working hard to look at situations and, and, and in all the context of what’s really going on today, you know, there’s a phrase people use all the time. Those are first world problems, right? We have a lot of first world problems in America. And so it’s easy to get caught up in that. But I think the, the process of finding things to be grateful for in every day and, and framing the challenges we have and the painful challenges even is things to be grateful for, is very real. And that was something that was really hard for me coming out of the, the childhood that I had. You know, being growing up in a violent home, there were so many things to be resentful for and so many things to be bitter about. And so that was, that was a hard process for me. That was a learning process that did not come easily, and it took years and a lot of, you know, loving kindness from my wife Kelly, to get to that point. But that’s super valuable.

David Horsager:
What do you, what do you do? Let’s just get tactical for one second here. What, what do you do tactically to sh to reframe your brain like in 60 seconds? What’s something I can start to do to be more grateful?

Anthony Diekemper:
So I, for me, it’s a series of questions. That’s how I think about it. So when, you know, I know I need to stop and think when I’ve got that feeling like something’s weighing me down and nagging at me, and it’s in the back of my head and I’m trying to work, but I can’t because something’s bothering me, I need to stop and I need to write it down. So it’s a little bit of reflection, a little bit of journaling, but it’s stopping and saying, Okay, let me frame this out. And then let me think about why this is bothering me. So I gotta capture the situation. I’ve gotta ask myself, why is this bothering me? And then I write that down and then I start to think about, so why am I letting that bother me? And I think about all the different alternatives, and I think about if something really bad happens from this, what’s the worst that’s actually gonna happen?
And in very, very rare circumstances, is it anything important? And more importantly, those things almost never happen. And so then to stop and reframe that and say, Well, what is this a result of? This is a result of a lot of good things in my life. You know, you don’t have any kind of success without really big challenges. And so putting it back into its proper context is really a mental exercise. And just a series of questions that I’ve learned to go through. I’ll tell you where I first found that list was actually in Dale Carnegie’s book, How To Stop Worrying and Start Living. I dunno if you have ever read that or familiar with it, but there was so many tactical howtos in that book, and I, I really found that valuable because it, it turned it into a series of very small steps for me that was really, really valuable.

David Horsager:
I’d like to take more time on this, and I’d certainly just like to take more time with you. I think we gotta have you back. We haven’t had anybody back, but it’s you’re the, you’re someone that needs about three episodes at least, but thank

Anthony Diekemper:
You. So my therapist,

David Horsager:
Tony. Tony, thanks for . Thanks. I see the time going and I just had someone throw in the time that we are off air in three minutes, so we gotta do this quickly. Number one thank you for being here. Number two, everybody can find out more about Tony by going to trusted leader show.com. We’re gonna put his LinkedIn and his new company website there. He can find out where he is. If you wanna reach out, he’s someone that you can reach out to and you can connect with, and he’s doing some great things. So we’ll put his contact that he’s willing to share there as well as what he’s doing in his new company. And with that, we leave with something, again, I’m gonna give you 30 seconds to do it, but it is the Trusted Leader show. So who is a leader you trust and why?

Anthony Diekemper:
So this might not be a very popular or a common answer, but you know, when I thought about this, I thought of Bono. So I had a chance to meet Bono years ago back in Las Vegas in the the Joshua Tree tour. And my friends and I got to go backstage after the concert and spent 30 minutes with the band. And this is when they were really, really hot. And they spent 30 minutes talking to us about what their journey had been like. I was amazed. I was a young kid. And they, they had this incredible conversation with us and spent all this time with us. And then I watched what Bon did after that. It was really inspired by his desire to make change. And this is a guy who has continually fought to build coalitions with a lot of people who didn’t, he didn’t agree with, or people who didn’t get along, but he, he built coalitions for change outta people who weren’t necessarily partners. And he did it in the spirit of, of fulfilling his, his desires, see change in the world. And so I just feel like that’s somebody who has so consistently lived out his values, and to be a rock star and have all the freedom to do whatever you wanna do and all the money and the fame in the world, and then spend your time and energy, I just think that’s amazing. And I, I, that’s a real great example in my mind.

David Horsager:
That’s a great example. We have plenty of leaders that don’t have the humility and a lot of other things of, of of Bono. I know some others have had first immediate touches with him and what a, what an example in many ways. So great example. Lots more we could talk about. Thank you so much, Tony. This has been The Trusted Leader Show. Until next time, stay trusted.

Ep. 101: Verl Workman on How To Create A Culture of Accountability

In this episode, David sits down with Verl Workman, Founder and CEO of Workman Success Systems, to discuss how to create a culture of accountability.

Buy David’s book “Trusted Leader”: https://amzn.to/3luyqf1

Verl’s Bio:
Verl Workman is the Founder and CEO of Workman Success Systems, the premier coaching and consulting solution for real estate teams and brokers. For more than 20 years Verl has been coaching sales professionals to live life at a higher level. His clients are some of the most successful agents and teams in North America and Canada. A Certified Speaking Professional (CSP) of the National Speakers Association, Verl has delivered over 1,000 seminars, webinars and keynote addresses around the world. His undying passion infuses a sense of discovery that empowers him to inspire his clients and truly change lives.

Verl’s Links:
Website: https://workmansuccess.com/
LinkedIn (Personal): https://www.linkedin.com/in/verlworkman
LinkedIn (Company): https://www.linkedin.com/company/workman-success-systems
Facebook: https://www.facebook.com/WorkmanSuccessSystems/
Twitter: https://twitter.com/workmansuccess?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor
Instagram: https://www.instagram.com/workmansuccesssystems/?hl=en

Key Quotes:
1. “You have to be coachable.”
2. “A great coach has the ability to look at someone’s life plan and help them create a business that supports their lifestyle that they desire.”
3. “Accountability is not something you do to someone.”
4. “Accountability is a culture you create and its a choice that someone makes.”
5. “That which gets measured gets done.”
6. “Accountability is awareness and love.”
7. “Every company has a culture that’s either intentionally created or it’s accidentally created.”
8. “Saying thank you is very different than showing someone gratitude.”
9. “Stop selling and start serving.”
10. “Serve instead of sell and it changes the nature of your interactions with people.”

Links Mentioned In The Episode:
“Trusted Leader” by David Horsager: https://amzn.to/3luyqf1
“The Greatest Salesman in the World” by Og Mandino: https://amzn.to/3DE3rH7

Buy David’s book “Trusted Leader”: https://amzn.to/3luyqf1

David’s Links:
Subscribe on Apple Podcasts: https://apple.co/36AXtp9
Follow us on Facebook: https://bit.ly/2S9O6mj
Follow David on Twitter: https://bit.ly/2BEXgla
Follow David on LinkedIn: https://bit.ly/2Xbsg5q
Follow David on Instagram: https://bit.ly/2QDFOE5

Show Transcript

David Horsager:
Welcome to the trusted leader show. I’m your host David Horsager. Join me as I sit down with influential leaders from around the world to discuss why leaders in organizations fail top tactics for high performance and how you can become an even more trusted leader. Welcome to the trusted leader show it’s David Horsager and I am grateful to have a dear friend as a guest. He’s running an incredibly high impact company today. I was actually just out there in salt lake city yesterday at his corporate headquarters, and we got to have a little fun too, but great family, great business. Great team. Welcome to the show, Mr. Verl Workman.

Verl Workman:
Thanks for having me glad to be here

David Horsager:
Verl you’ve done some great things, but let’s just jump into some things you’re doing these days, this new company. Well first before we get there, actually just tell us a couple things we don’t know about rural the leader, CEO of Workman. Tell us a couple things that everybody can know about you before I jump right into how do we build high trust teams and cultures?

Verl Workman:
All right. So first I’ll tell you, is that things I’m most proud of in my life, I’m an Eagle scout and I was scout master for many, many years, and I love molding the minds of these young people. Is there at that 12 to 16 age hiking through the mountains, you know, teaching them, you know, Zig Ziegler and Tom Hopkins and Dr. Schuller and great life principles. So those are some my proudest moments. I’m a father. I have been married to my sweetheart for 20, for 36 years. I have six kids, nine grandkids, seven granddaughter. They all live within a couple miles of my house and we feed ’em every Sunday and they’re there a lot. So those are my, those are my greatest accomplishments is that I, I married. Right. And that my kids still like their parents.

David Horsager:
That’s so fun. So you had a transition about eight years ago, you had tell us about the transition and then on a napkin, you with your daughter kind of built out this possibility of this company. Tell us about that transition quick, and then we’re gonna jump into what you’re up to.

Verl Workman:
Yeah. So I’ve been in, I’ve been in the real estate space for a long time as a professional speaker and I speak and train and coach real estate companies and brands. And I was at a conference. We merged a company with a company out of Illinois, and I got off stage one day and I got fired. My partners fired me for no particular reason other than the other partners wanted to have more ownership. And so my daughter and I were stuck in South Carolina on a flight home and I was in the back of the plane. She was in the front and we had a quick prayer and said, all right, let’s figure this out. And in a four and a half hour flight, we built a mind map that became what would become Workman success systems. And it was really interesting for a couple reasons.
Number one is the, you know, at 50 years old to think you’re gonna start over is a little bit intimidating. Like I, I, like I had a great job. I was making great money. I owned the company and we were in a good place in our lives. And then, like in a moment I was told you’re not here anymore. And like, like that freaked me out. But in that, in that plane ride, I guess what happened is I got clarity and a piece that happened that said, you know what, you’ve been through this before. You know how to build, let’s build something special. And we built what would now become Workman success systems and Workman success now has over a hundred coaches and we’re work for some of the biggest brands in real estate. We develop real estate teams, high performing teams at a real high level. And I’ve got all three of my married kids working with me. And it’s been really fun to have a business that my kids are so close to me. They actually had real value. And so we just spent, it’s been a great journey. We did more in the first six months in this business that I did the previous 15 years in the other one. So

David Horsager:
So now it’s a multi yeah. Multi, multi multimillion dollar organization. That’s actually doing even more importantly great, incredible impact for those you serve. So let’s jump into that. What do you think? What, what is it that makes good coaching or coaching that’s transformative? How, what, what is that? How, how do you, how, how does coaching actually transform people?

Verl Workman:
So I would say that there’s, there’s a few key elements. The first one is you have to be coachable. A lot of people will invest in a coach, but they’re not really coachable. They think the coach is gonna give ’em some magic pill and they’re gonna give ’em some brilliance. That’s gonna change their life. And the reality is if you’re not coachable and you’re not willing to do the work, it doesn’t matter. So that’s the first thing is the, is it’s more about the per the client that is about the coach. And then the coach has to be, you know, our philosophy in coaching is tactical. There’s a lot of people that, you know, if you put it out in the universe and you believe it, and you yell affirmations in the mirror and you run around the room, that great things will happen. And I just think that most of that’s bull crap. And so if you want something, you’ve gotta figure out what activities have to happen. And I break ’em down to a daily basis of what those tactile activities are that give us the result that we want. And then we just execute. And so a great, a great coach has the ability to look at someone’s life plan and help them create a business that supports their lifestyle that they desire.

David Horsager:
Hmm. That’s interesting. What about, so how do you in that, I think there’s something interesting that you do better than most, at least what I saw one, you have a better track record, number two, how do you hold people accountable? Like they’re paying you, you know, but how, how do you hold people accountable to what they say? What, what works?

Verl Workman:
So I’ll give you two things. First is accountability is not something you do to someone like David. I like, I’ve known you for a few years now. And I know that if you don’t want to do something, you’re not gonna do it. So the whole concept of accountability is, is kind of crap. So accountability is a culture you create, and it’s a choice that someone makes. And so we create a culture of accountability and accountability in my experience is it happens because of awareness. So I like to say that which gets measured, gets done and we track the right things. And then when you’re tracking the right things, you become aware of whether or not your activities are giving you the result you want. So accountability happens because of the awareness, not because I’m making you do something you don’t wanna do. Like, I think most people get up every day and they wanna succeed, but they don’t have the information to, or the feedback that they need to know whether or not they should make a course correction. So accountability is awareness and accountability is love. It’s, it’s a culture you create, not something that you’re gonna do to someone.

David Horsager:
I think this is really interesting because I think, you know, going back to you know, several things, but like in our company right now, if I go outside this door, we have a, we have a a dashboard up for the company what’s that so that people can kind of see, they can see themselves. In fact, we, in fact, we don’t have to talk about so much cause we can see, Hey, if you’re not doing these things, it’s why we’re not getting these results, right. Or this impact. Right. And for me, when I was, you know losing some weight a while back, it was like, I, I measured what I ate every single day. I, me, anything I put in my mouth and I was, became aware like, oh, I didn’t think I did that. And then I looked at, oh, I already filled that spot.
Like I can’t have another one of those or whatever it was. So it’s tracking and measuring, creating accountability. How did let’s go inside your own company? Because you have a significant company, great team. How do you build a culture? We’re all imperfect. But how do you, what I see is is that they’re their, from my limited experience, but being there a few times and seeing what they’re their, their they’re the, the horses are pulling the, the, the, the sleigh the same direction. And there’s a lot of snow sometimes, and it’s hard, but they’re working, they’re going the same direction. How do you kind of create that alignment and, and high performing culture there because they are moving they’re, they’re doing it. Even when it’s hard, they they’re running the same direction. How do you do that?

Verl Workman:
I’d say first it’s hard. And second, we don’t always get it. Right. So if I, if I told you it was easy and it, we, we had this amazing thing all the time. It just wouldn’t be true. You know, you have to work at it. I’d say that every company has a culture that’s either intentionally created or it’s accidentally created, but either way, it’s created mm-hmm . And we’re very intentional about creating a culture and a place that people wanna work there. You know, one of the, when you and your wife left the other day that afternoon, one of my employees came in and his wife stopped by the office and it was my graphic designer. And she just kinda stood by my door. And I finally said, hi. And she said, Hey, I’m Don’s wife. I don’t, I don’t know if you remember me.
And I said, oh yeah, I, I remember you. And she says, I just wanna, thank you. She says, you know, Don’s your age. And he’s never loved working at a place so much. And you really do a lot to make this a great place to work. And I just wanna say, thank you because he’s happy. And to me, that is like, there is nothing you can say to me that would make me happier. Give me more joy than the spouse of someone who works here taking time to come in and tell me they love it. So we do things like we go, we take the company to soccer games. We do vision boards, like, like the, you know, when you’re doing sales training, it’s easy to teach sales people to build a vision board, to go get their goals, cuz they have variable compensation.
But when you have support staff and graphic designers and tech people, they don’t get to control it as much. It was really interesting to me, David, this year that I dunno, we had eight people on their vision board say they wanted to buy homes and we’ve had five of ’em actually buy houses this year. So by knowing that that’s what they wanted. We started running classes on things like, you know, how to get outta debt and what you need to know about the real estate market and how we would help them get into homes. We have one closing today. As a matter of fact, John, you met John Miller, he’s closing on the house city and he’s so excited. So that’s wow. So culture’s just, you have to decide. And it all starts by building a set of core values and the core values have to be real. They’re not something you put on your wall that you hope people see and think you’re great. The core values are at your core, who you are and who you wanna be as a company. And then how do

David Horsager:
You talk about how do you communicate those out? How do people see those? Or notice those? Just take one. What’s an example of this core value. And this is how we make sure that’s because people forget, you can say your core yep.

Verl Workman:
On every desk, when you get hired, you get a plaque just like this. And the core value is our choose to be happy, communicate openly. And honestly integrity always have and share vision. You know, like I could take have and share vision. A lot of people think that it’s my, the job of the CEO to have and share the vision. I believe it’s my job to create a culture where everybody has and shares their vision because we have amazing people that have different life experiences. And when they share their vision, whether we use it or not, it needs to be a safe place where they share it and then they feel appreciated. And then they come up with other ideas and we’ve got some amazing things we do that I would’ve never thought of. I’m not that smart, but I’ve got some people around me that are, so those are some examples.
another one we focus on from a core values perspective is one of my core values is show gratitude. Now it’s one thing, you know, I’ve seen other people have, have gratitude or gratitude’s a core value saying thank you is very different than showing someone gratitude. And so we, in our Monday morning meetings each week, we take a core value and the company discusses it. An employee gets to talk about what that means to them. And each employee kinda looks at the core values a little bit differently and internally. So showing gratitude’s been interesting. Cause whenever we talk about it, you’ll see these acts of kindness happen around the office where people, you know, will do something for someone to let ’em know that they appreciate them rather than just say, thanks. So those are some small examples.

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David Horsager:
Loads more we could get to, Hey we, we, I know you’ve got a, a hard stop coming up. Two. I’m gonna ask you at least three more questions. So we’re gonna do ’em quick. Go for it. One, you are a sales captain. You, you know, at a young age, you sold dishes to not dishes, but the big satellite dishes. Yep. Door to door, you’ve sold you know, all kinds of different things. You’ve started your own companies. What’s at one sales tip for people that, that how we can increase trust faster and sell more. What’s a tip,

Verl Workman:
Oh, this one’s easy. Stop selling and start serving. We have a serve team, not a sales team. Now don’t don’t mistake. I’m an aggressive closer. I mean, I rejection for breakfast. I get up every day and we want to sell stuff. So I love selling. But our approach to selling over the last couple of years has really changed. COVID really changed for us. You know, we started serving and making a difference in the industry and as a result of that, our company grew. And so now when we call someone to have a consultation about whether they should join our coaching, it’s Hey, tell me where you are and what you need. And let’s see if we’re a fit and I’m gonna give them something during that consultation that they can use, whether they sign up or not. So serve instead of sell. And it changes the nature of your interactions with people.

David Horsager:
I’ve noticed that people like you, great, great ideas, serve team, stop telling, start serving people like you that are great leaders on stage or in public or with your team tend to do some things at home or personally that keep them grounded or their habits. What’s a habit or two that helps you that you do personally, that helps you lead. Well publicly.

Verl Workman:
I read a book a week. I constantly read and I listen to books on tape. I swim laps in the pool. When I’m walking on the treadmill, I’ve always got something playing like on my desk right now. I’ve got look at this book, imagine what I’m reading now. I like, and I’ve, I’ve listened to it on audible

David Horsager:
Trust

Verl Workman:
Leader. And now I’m going back and I’m reading it again. Now we’re applying the eight principles of trust in our, the eight pillars of trust in our own business. So now we’re going through and saying, okay, so it’s one thing to learn. It it’s a to, to listen to it. It’s another thing to say, okay, that resonates with my values, but then to go implement it and do it takes another level of commitment. So I’m a doer, not a thinker about doing, I don’t wanna think about it and I wanna do it. So now we’re gonna implement it. So we’re gonna do it.

David Horsager:
I love it. Verbal Workman. Hey, we’re gonna share exactly where people can find out about you, your company, your website at trusted leader, show.com. You can find his LinkedIn and all the other ways to find out about Verl just check the box or, or check the, the show notes and find out about Burl Workman, great leader, both of his family and of his company. And I’ve got one last questions for you. Verl but thanks for the, thanks for sharing some insights with our listeners. Thanks for being a friend and a trusted leader. Last question. It’s the trusted leader show. Who’s the leader you trust and why?

Verl Workman:
Well, so I have several. So besides you, David, I, I, you know, I hold you in a high, high level of regard and I appreciate all you do for the, for not just for me, but for the, for the world and the message you have created in trust. I think it’s, it’s one thing to talk about. It’s another thing to live it. And I appreciate the examples you said in living it. If all of the books that I’ve read and all the leaders that I follow the one that I, that, that I probably admire the most that’s made the biggest impact on my life has been Agman Dino and Agman Dino wrote the greatest salesman in the world and a bunch of Christian books. And the 10 principles that he teaches and the greatest salesman in the world have impacted me and more people as a result of the impact on me than anybody.
And so the reason that I look at him as a trusted leader, I don’t think there’s a word that he writes that I don’t believe in and that I don’t want to put into practice in my life. I mean, live each day as if it’s your last be grateful and give thanks you know, love and create great service. Like there’s so many, you know, the interesting success and failure lies in a man’s habits, great habits, open the door to success bad. I unlock the door to failure. So I’d say Agman Dino is the one that makes, has made. One of the, one of the biggest impacts in my life.

David Horsager:
He’s made a huge impact on me. I read that book as a teenager and impacted me the lot, lots of goods, but the greatest lots of good books, but the greatest salesman was incredibly powerful. Lots more. We could say Verl Workman. Thank you for being a friend. Thanks for being on the show. This has been the trusted leader show until next time stay trusted.

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