Have you ever walked into a gas station expecting nothing more than a quick pit stop, only to walk away with a story worth sharing? That's exactly what happened to us, kicking off a conversation about the magic of exceeding expectations in the realm of customer service and hospitality. Inspired by Will Guidara's "Unreasonable Hospitality," we dive into how a little extra effort can truly transform ordinary interactions into memorable experiences. We weave together personal stories from our early work days and draw lessons from the TV show "The Bear," illustrating the concept of "service plus" and its profound impact on both everyday and professional settings.

From an "extra" scoop of fries at Five Guys to Amazon empowering their employees to authorize returns, we explore how companies craft exceptional customer experiences by creating emotional connections and fostering loyalty. It's not just about solving problems; it's about making customers feel valued and employees feel empowered.

Here are a few main themes in the episode:

• Exploring the principles of unreasonable hospitality
• Importance of exceeding expectations in service delivery
• Anecdotes illustrating exceptional customer service experiences
• Balancing consistency and innovation in service
• Empowering teams to enhance customer relationships
• Practical applications for nurturing connections across industries
• The lasting impact of emotional connections on loyalty

Thanks for listening!

Send us a text and let us know how we're doing. In the meantime, make it a great day & innovate the USA!

Check out all episodes of Lead On with Greg & Mark on your favorite podcast platform!

Can you transform a challenging conversation into a meaningful opportunity for growth?

This episode will equip you with the skills to handle even the toughest dialogues with grace and confidence.

Join us as we share practical strategies for approaching workplace conversations with empathy and understanding, transforming potential conflict into collaboration.

By framing discussions as growth opportunities rather than reprimands, we aim to foster a more harmonious organizational environment. Discover Amy Gallo’s eight essential tips for mastering these interactions, and learn the importance of timing and emotional readiness in achieving successful outcomes. We encourage you to adopt a positive mindset and remind you that preparation is key to effective communication.

Make it a great day and Lead On!

Send us a text and let us know how we're doing. In the meantime, make it a great day & innovate the USA!

Check out all episodes of Lead On with Greg & Mark on your favorite podcast platform!

Embrace your quirks with us as we delve into Regina Brett's 42 life lessons, spotlighting the joy and strength found in authenticity and in the security of having wisdom from a life well-lived.

Join us for a lighthearted yet profound exploration of life's wisdom and eccentricity.

Let us know in the comments what advice you might give now to a young adult just starting out...

Send us a text and let us know how we're doing. In the meantime, make it a great day & innovate the USA!

Check out all episodes of Lead On with Greg & Mark on your favorite podcast platform!

We're always interested in what others define as must-read leadership tips and tricks.

In this episode, we take a look at one group's take on the 5 most important laws in the world through our lens of life and leadership.

Some of them work; however, some don't resonate with us.

Let us know what you think in the comments... are we missing something?

Which laws would you keep on your own personal top 5? Which are missing?

Send us a text and let us know how we're doing. In the meantime, make it a great day & innovate the USA!

Check out all episodes of Lead On with Greg & Mark on your favorite podcast platform!

In a very special abbreviated episode of Lead On With Greg & Mark, Mark makes a request.

Send us a text and let us know how we're doing. In the meantime, make it a great day & innovate the USA!

Check out all episodes of Lead On with Greg & Mark on your favorite podcast platform!

Season 5 continues with a deep dive into a topic that always resonates on LOwGaM: Conflict!

In this episode, we explore the intricacies of team conflict through four unique lenses: relational, task, status, and process.

Tune in for valuable insights on fostering a more cohesive work environment and strengthening relationships though the inventible conflict that awaits us in our work and at home.

Send us a text and let us know how we're doing. In the meantime, make it a great day & innovate the USA!

Check out all episodes of Lead On with Greg & Mark on your favorite podcast platform!

It's season 5!

Join us as we take a look at "50 Golden Rules for Leadership" currently making the rounds on social media.

We each pick 10 and chat about what our own lists might include.

If you're looking for a fast-paced conversation about leadership, this episode is for you!

Send us a text and let us know how we're doing. In the meantime, make it a great day & innovate the USA!

Check out all episodes of Lead On with Greg & Mark on your favorite podcast platform!

Join us, Greg and Mark, as we talk about the 'death bed' advice we would give to others leaders.

These foundational concepts are based in our own experiences, failures, and successes.

In addition to absorbing these nuggets of knowledge from mentors, they're often things we have come to learn the hard way.

What advice would you give other managers?

What advice do you wish someone had given to you when you took your first management position?

Tune in for actionable insights that promise to elevate your leadership game.

Send us a text and let us know how we're doing. In the meantime, make it a great day & innovate the USA!

Check out all episodes of Lead On with Greg & Mark on your favorite podcast platform!