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Mike Robbins
Season 1, Ep. 93
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Mike Robbins is an author, speaker, and coach delivering keynotes and seminars to groups of all kinds throughout the world. His clients include Google, Wells Fargo, eBay, Gap, Adobe, Schwab, Microsoft, Genentech, Airbnb, and the San Francisco Giants. He's written five books which have been translated into 15 different languages. His latest book, "We're All in This Together: Creating a Team Culture of High Performance, Trust, and Belonging", was recently released. Host of a podcast called "We're All In This Together", Before starting his business in 2001, he played baseball at Stanford University and then with the Kansas City Royals organization. Injuries to his pitching arm ended his playing career at the age of 23 Stories in this episode:
- Hughes Marino - small real estate company. Mike offered to do a web-x session for the whole company during the pandemic. They were very grateful and not what they expected
- Whenever things are tough can we show up for our clients, can we be of service to them?
- Deltec -Technology company - a company that keeps inviting Mike to speak at their annual conference annually for many years
- Can we put ourselves into our customers shoes and try to be an extension of their team and bring that outside perspective?
- Power of storytelling
- Latest book - geared towards anyone with a group or team which is all of us - focus on the 4 pillars:
- When teams can create these four, they can thrive
- An email recently received from a client surpassed his own expectations
- "Team chemistry” - realised parallel with leadership - for an individual to get the most out of their talent
- Started a consultancy business - knew he had a story to tell, wanted to share the story
- Book - Business started in 2001 and decided to write a book the same year, ultimately was a journey, learnt a lot about the publishing world - over next 5 years got a literary agent who dropped him and then got another one and eventually 5 years later got a publisher and was eventually released in 2007
- Now speaks about - Leadership, team performance and company culture
- Helps teams develop their leadership skills and help their culture as a whole in which people can thrive
- The difference between for smaller more intimate groups and large auditoriums
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100. John Di Julius
55:59||Season 1, Ep. 100Episode 100 of Exceeding Expectations and we welcome back John Di Julius for the second time. He was previously a guest on episode 14 which was by far the most downloaded episode of this show which was because the episode was filled with great wisdom on customer service. John is THE Authority on how to provide a world-class customer experience. He is n international consultant and best-selling author of five books. He works with companies like The Ritz-Carlton, Lexus, Starbucks, Nordstrom, Nestle, Marriott Hotel, PwC, Cheesecake Factory, Progressive Insurance, Harley Davidson, State Farm, Chick-fil-A and many more. Some of the topics discussed in this episode: CXO - Chief Experience Officer- one of the biggest growing positions in last few years while Chief Marketing Officer is declining John's CX Executive Academy - 10 commandments which include: Customer service vision action statement Worldclass internal culture Non-Negotiable Standards And Secret Service Systems Zero Risk Above And Beyond World Class Leadership CX Coaching -licensing methodology to coaches What is “A Daymaker”? Importance of emotional intelligence Soft skills training Mentoring-value of it Quality of life now rather than someday Money does not produce passion, passion produces money John’s Personal vision statement: "To live an extraordinary life so that countless others do” John's "Customer Service Revolution" conference- Every Thursday in October from 3pm 4-30pm EST 25 speakers inc Seth Godin, Guy Kawasaki, Mikki Williams, Tom Bilyeu, Jesse Itzler, Adrienne Bankert, Ken Blanchard, David Horsager, Darren LaCroix, Bronkar Lee, Tom Ryan, Dr. Paul Bizjak, Chris Larkins, J.R. Heckman, Dave Murray, Jess PischelMore details at: https://customerservicerevolution.com/ John's Books: The Relationship Economy: Building Stronger Customer Connections in the Digital Age The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World Secret Service: Hidden Systems That Deliver Unforgettable Customer Service What's the Secret?: To Providing a World-Class Customer Experience The Best Customer Service Quotes Ever Said John's Favourite Book: From the Ground up by Howard Schultz Favourite Quote: "Act as if today is the day you will be remembered for how you treat others" - John Di Julius Links: The DiJulius Group Site - https://thedijuliusgroup.com/ The Customer Service Revolution - https://thedijuliusgroup.com/project/customer-service-revolution/ www.facebook.com/thedijuliusgroup www.youtube.com/dijuliusgroup Twitter: @johndijulius Exceeding Expectations links: www.ExceedingExpectations.me Facebook Group Twitter LinkedIn YouTube How to leave a podcast review: https://tonywinyard.com/how-to-leave-a-review-for-the-podcast/ Full shownotes including transcription available at: https://tonywinyard.com/ee100-john-di-julius/99. Nathanael Zurbruegg
40:44||Season 1, Ep. 99In this weeks episode we talk with Nathanael Zurbuegg who has been pronounced dead on six occasions! He is also the founder and CEO of “Unlimit You“ and non-profit Organisation “Live Life to the Fullest“. He is a multiple award winning global inspirational speaker who is passionate about inspiring, empowering and to bring transformation to people from all walks of life! From an incurable chronic illness and medical prognosis “He should be death six times by now” to an entrepreneur, global inspirational speaker and coach. Some items discussed in this episode: Chronically ill for 30 years and been through 3 failed kidney transplants and over 4300 Dialysis treatments so far, plus 3 lung infections. As a coach, challenging the status quo but also remaining patient to help people to overcome their current situations. Speaking for non profits without a high budget Building programmes to help parents Moving to Sydney in Australia to study in a Leadership college The Stroke he had at 3 years old that led to 2 weeks in coma Favourite Book: Think and grow rich - Napoleon Hill Favourite Quote: "There are no limitations to the mind except those we acknowledge" Napoleon Hill Links: nathanaelzurbruegg.com unlimityou.co https://web.facebook.com/naetel.zurbruegg https://www.linkedin.com/in/nathanael-zurbruegg-0b9209b9/ Exceeding Expectations links: www.ExceedingExpectations.me Facebook Group Twitter LinkedIn YouTube How to leave a podcast review: https://tonywinyard.com/how-to-leave-a-review-for-the-podcast/ Please could I ask you a favour? Would you mind sharing this episode with one person you feel will get value from the content? Full shownotes including transcription available at: https://tonywinyard.com/ee099-nathanael-zurbruegg/98. Tony K. Silver
47:07||Season 1, Ep. 98Tony K. Silver helps to demystify using Linkedin. He helps his clients profiles generate leads and revenue. In this episode he tells us a few stories of how he has helped dramatically increase some people's visibility on the platform which resulted in better business for them. Some of the topics discussed: The mistakes people make on LinkedIn Differences between LinkedIn and Facebook Fb groups vs LI groups When Tony recently helped an events company Adding extras to his clients profiles Recommending people and facilitating introductions that are real How he was surprised by a coffee supplier Legoland Dux-soup Tony's recommended book: The 7 Habits Of Highly Effective People Favourite Quote: “If it is to be, it is up to me.” William Johnsen Links: linkedin.com/in/tonyksilver Websites solidsilversolutions.com (Company Website) solidsilversolutions.com/contact (Company Website) linkedin.com/company/solid-silver-solutions/ (Company Website) Exceeding Expectations links: www.ExceedingExpectations.me Facebook Group Twitter LinkedIn YouTube How to leave a podcast review: https://tonywinyard.com/how-to-leave-a-review-for-the-podcast/ Please could I ask you a favour? Would you mind sharing this episode with one person you feel will get value from the content? Full shownotes including transcription available at: https://tonywinyard.com/ee098-tony-k-silver/97. Geoff Thatcher
45:42||Season 1, Ep. 97In this weeks show we talk with Geoff Thatcher the Founder & Chief Creative Officer at Creative Principals and Author of a new book called "The CEO's Time Machine'. Geoff has been creating world-class experiences in corporate visitor centers, executive briefing centers, museums, theme parks and live events for many years. Some of the topics discussed in this episode: Creative Leadership His Book: The CEO’s Time Machine - which took 5 weeks from starting to finish! His daughter Zoe drew the illustrations for the book Believes that most CEOs aren’t interested in the past and only interested in the future and that is a fatal flaw “Start with the future and look back” Companies make mistakes all the time by not looking back Creativity Working creatively with his daughter Zoe Working on a project for the Science Museum in Shropshire - Irondale -Ingenuity Where inventions lead to, which can be fascinating “If you have to kill a project, don’t wound it, kill it dead” Managing expectations - peoples unrealistic expectations in their workplace Brainstorming Serving the mutual interests of those around you Separating business from work Mergers and problems that can happen Creating incredible experiences Working on the opening of the Warner Bros World in Abu Dhabi Working on the King Abdullah Foundation “I don’t think history is about the past” Mistakes made by the Wright Brothers around the business of flying Worked on projects including Lockheed Martin, Warner Bros, Green Bay Packers, Already written follow up book and plans for a third book Strategy and execution A book Geoff recommends: Harrison "Buzz" Price - “Walts revolution by the numbers" “Yes if”: The language of an enabler * LinkedIn: https://www.linkedin.com/in/geoffthatcher/ * Instagram: https://www.instagram.com/geoffthatcher/ * Twitter: @geoffthatcher The CEO's Time Machine Exceeding Expectations links: www.ExceedingExpectations.me Facebook Group Twitter LinkedIn YouTube How to leave a podcast review: https://tonywinyard.com/how-to-leave-a-review-for-the-podcast/ Please could I ask you a favour? Would you mind sharing this episode with one person you feel will get value from the content? Full shownotes including transcription available at: https://tonywinyard.com/ee097-geoff-thatcher/96. Marc Gordon
34:28||Season 1, Ep. 96Marc Gordon is one of the world’s top Customer Experience experts. He has presented on stages around the world. Marc shows organizations how to create and deliver customer experiences that increase sales and inspire loyalty and works directly with business owners, management teams and front line staff through consulting and workshops, in-person and virtually. Some topics discussed in this episode: The experience you deliver is the most influential factor that separates you from your competitors. Services can be duplicated, products can be replicated, but the experience you deliver is your own. Why Marc disagrees with the commonly held view of overdelivering on customers expectations Why transactions should be easy, convenient and stress free for your customers and constantly replicated A book that Marc recommends: "Shoe Dog" - Phil Knight Quotation: Quote: "Nobody will ever complain that dealing with you was too easy, too convenient and not stressful enough” Marc Gordon https://marcgordon.ca/ https://www.facebook.com/marcgordon.ca https://www.linkedin.com/in/marcgordondotca/ Exceeding Expectations links: www.ExceedingExpectations.me Facebook Group Twitter LinkedIn YouTube How to leave a podcast review: https://tonywinyard.com/how-to-leave-a-review-for-the-podcast/ Please could I ask you a favour? Would you mind sharing this episode with one person you feel will get value from the content? Full shownotes including transcription available at: https://tonywinyard.com/ee096-marc-gordon/95. David Hyner
33:58||Season 1, Ep. 95David Hyner interviewed over 250 top achievers from all walks of life and asked them how they think and behave when setting and achieving goals and discovered they don't set SMART goals. David is an International award winning professional speaker, trainer and workshop facilitator In this episode we discuss why "smart" goals are setting you up for mediocrity... at best! And how to learn how you can set and achieve MASSIVE goals like the top achievers he interviewed did. What George T Doran the creator of SMART goals really meant when he introduced this concept Books Mans search for meaning - Viktor Frankl Rhinoceros Success: The Secret to Charging Full Speed Toward Every Opportunity - Scott Alexander LinkedIn – https://www.linkedin.com/in/davidhyner/ YouTube – https://www.youtube.com/user/davidhyner Website - www.davidhyner.com Video courses - https://www.udemy.com/user/davidhynerpsaefpsaalam/ Exceeding Expectations links: www.ExceedingExpectations.me Facebook Group Twitter LinkedIn YouTube How to leave a podcast review: https://tonywinyard.com/how-to-leave-a-review-for-the-podcast/ Please could I ask you a favour? Would you mind sharing this episode with one person you feel will get value from the content? Full shownotes including transcription available at: https://tonywinyard.com/ee095-david-hyner/94. Keziah Robinson
34:45||Season 1, Ep. 94This episode is with Keziah Robinson a business strategist, coach, and investor with over 15 years experience working with CEOs, founders & executive leadership across multiple industries. She founded Cassia Partners, an independent advisory firm with expertise in early stage startups, pivots/turnarounds, and intrapreneurial corporate initiatives. Keziah's tailored approach incorporates elements of design thinking and behavioral science. In this episode we discuss: When she was mistaken for a life coach and why that was such a compliment Helping one of her clients exceed expectations in herself Clients thinking that their industry is special and different to everyone elses. "Clients often use the "it's different in [X industry]" to justify putting up with bad client and employee relationships" Her clients already have their own answers, they just don't realise it yet Favourite Quotations: "Discovery consists of seeing what everybody has seen and thinking what nobody has thought." - Albert Von Szent-Gyorgy "The more original a discovery, the more obvious it seems afterward." - Arthur Koestler www.cassia-partners.com https://www.linkedin.com/in/keziahrobinson/ www.facebook.com/cassiapartners Exceeding Expectations links: www.ExceedingExpectations.me Facebook Group Twitter LinkedIn YouTube How to leave a podcast review: https://tonywinyard.com/how-to-leave-a-review-for-the-podcast/ Full shownotes including transcription available at: https://tonywinyard.com/ee094-keziah-robinson/92. Deborah McPhilemy
52:06||Season 1, Ep. 92Deborah McPhilemy helps people to handle their emotions which is our main source of communication. Every decision we make and action we take is based on how we feel and in this episode we explore this vitally important subject. Having a good understanding of emotional intelligence gives far greater empathy which is one of the best ways of creating greater connection with others and also eliminating the isms such as sexism, racism, narcism, egoism. Understanding and tuning into your emotions gives you the ability to understand, regulate and validate your emotions and gives you the freedom to express yourself authentically. Some of the topics discussed in this episode: As a lot of her clients are children and parents. A story about Bianca who had special needs and the transformation that occurred within her How a lady named Helena Holrick (who was a guest on episode 21) far exceeded her expectations and moved her business forward Uncovering hidden beliefs The people most in need of learning EQ are often those least likely to seek it out Selfie School CBT Falbromylgia (Emotional Intelligence is often abbreviated to EQ which is Emotional Quotient) Deborah's favourite quote is from Dr Wayne Dyer – "If you change the way you look at things, the things you look at change." Links https://www.facebook.com/groups/Emotional.Intelligence.for.Parents.and.Teachers/ https://www.facebook.com/TeddysInc/ https://www.facebook.com/DeborahMcPhilemy/ https://deborahmcphilemy.com/ www.selfieschool.me Exceeding Expectations links: www.ExceedingExpectations.me Facebook Group Twitter LinkedIn YouTube How to leave a podcast review: https://tonywinyard.com/how-to-leave-a-review-for-the-podcast/ Please could I ask you a favour? Would you mind sharing this episode with one person you feel will get value from the content? Full shownotes including transcription available at: https://tonywinyard.com/ee092-deborah-mcphilemy/