Saturday Rundown #10

I don't always choose a word to guide me each year but I do have one this year: breathe.

  • What does it look like to breathe in a meeting?

  • What does it look like to breathe in 1:1 conversations?

  • What does it look like to let my schedule breathe?

  • What does it look like to breathe when with my wife and kids?

  • What does it look like to literally learn how to breathe during the day?  

You get the point. I am working hard to breathe in every aspect of my life. Nope, not easy. The key is being disciplined and consistency (even when I don't feel like it).

Do you have a word or something your focusing on this year? Respond to this email and let me know. I would love to hear about it.

32 Customer Experience Stats to Know in 2019

The win for any brand and customer happens in the experience. What is a customer experience anyways? It's the customer's perceptions of how you treat them. When you improve the experience, you increase retention and satisfaction. Customers will even pay more for a better experience.

SuperOffice / 6 minutes

Managing a Disorganized Employee

Maybe you know what I'm talking about. I have had a few of these team members to lead. Is there a way to manage them (instead of fixing them, which is what I want to do)? It's a must or you will go mad (you might anyway), and those around them need you to manage that disorganized team member as well.

Harvard Business Review / 9 minutes

Anticipatory Service is Amazing

Service recovery often gets talked about more than service anticipation. However, if you can anticipate the needs of your guests, it creates a memorable moment that lends itself to become a story they tell later. How can you "guess" what a guest might want and need?

World Class Benchmarking / 2 minutes

The 10 Most In-Demand Skills of 2019 

Some companies once required a college degree but not anymore. Why? There are certain skills needed that trump a college degree. Some companies are even liking skills over experience. 

CNBC / 3 minutes

Responding to Volume Critics at Church

Some people like loud music. Others do not. Those that don't, could very well let you know. What do you say to them? Do you know why the music in your church is at the level it is and how you would communicate that to the guest? What if you had some practical things you could say to the guest?

Unseminary / 7 minutes

Create an Effective Customer Journey Map

Getting into the mind of your customers can make or break the experience you design for them. The customer interacts with your church or organization for a certain goal. How can you identify that journey better in order to better help them achieve their goal?

Hubspot / 15 minutes

How to Lead When You're Not in Charge

Some people feel that they are not "in charge" but this does not mean they cannot lead (everyone is in charge of something and/or someone.) The precision comes in when discovering how to do it. Here are the top ten quotes from a book that will help you lead wherever you are on the "totem pole."

Danny Franks / 2 minutes

Disney's 4 Keys to a Great Guest Experience

A lot of success Disney experiences comes from years ago when they outlined operational standards to guide every cast member (aka employee).  As time progressed, Disney eventually wanted specific behaviors and they did...connecting them to the seven dwarfs.

World Class Benchmarking / 5 minutes

How Coach Dabo Swinney Stays Positive

Popular Clemson football coach, Dabo Swinney, is a positive guy. But how? He leads a certain way. His mindset doesn't just make him better. It makes the whole team better.

Jon Gordon / 4 minutes

One-Sentence Wisdom

"The best you can give the people you lead is a healthy, energized, fully surrendered and focused self."
~ Billy Graham, Evangelist


What if you could have 16 HD mobile-optimized video shorts to help you develop better leaders in your organization and help them understand how powerful hospitality is in every situation? You're covered.

Need to Lead

Jason Young