Those are Some Mighty Big Long Horns, M’am!

Having just returned from my #USA2018 #LeadershipImmersionRetreat that I hosted, I wanted to share some insights this month on the Dignity of Risk and the benefits of a Pioneer Spirit, after being inspired by the Texas Long Horn Cattle. Man, they had big horns. Seriously.

There are often threats to our safety – real and perceived, and being able to distinguish between those two is empowering and releases you to fully get on with the work at hand.

But not everyone sees it that way…

Leaders will often recognise the threats to personal safety or brand reputation when reviewing their service offerings – and their conduct. It’s not uncommon for senior leaders to suffer from “paralysis by analysis”, much to the frustration of their team, as programs or services are cancelled out of fear or public opinion.

In Fort Worth, Texas, we saw first-hand how it is possible to deliver your work in such a way that people – colleagues and customers – take responsibility for themselves, know the risks at hand and trust that experienced “cowboys” will be steering the “herd” and driving your “vision” forward.

We were strangers on the sideline here in Fort Worth and had no structured reason to feel safe yet we did. We respected the surroundings and the history. We didn’t fight with the Cowboys or the cattle. Instead, we observed, were very aware of our surroundings and trusted those in front of us to LEAD us.

Take a few minutes to watch my video on this and challenge your team to break through paralysis by analysis, and let go of fear this month to embrace the dignity of risk and be bold!

 

Dignity of Risk & a Pioneer Spirit eNewsletter with Tarran Deane www.tarrandeane.com leadership speaker, executive coach, female speaker, author, MC, conference keynote speaker.png

 

I’d love to know what you took away from this video?

Here’s to your leadership success,

Tarran Deane

Want to know more about how Tarran & the Team can help?

Visit www.tarrandeane.com/corporatecinderella

 

 

 

 

 

 

 


PO Box 3962 Burleigh Heads Q 4220 Australia. +61 (0)417 654305 
Tarran Deane | Corporate Cinderella Leadership Development Company
Leadership Keynote Speaker | Executive Coach | MC | High Stakes Facilitator
Change & Workplace Culture Consultant | Education, Training & Online eCourses | Onsite Events and Professional Development

We Help Leaders & Event Organisers across Australia | New Zealand | Singapore | Malaysia

If You Want Me to Get Naked at Least Tell Me Your Name! How Customer Service Can be Improved in Business & the Health Care Sector [Media Interview]

If You Want Me to Get Naked at Least Tell Me Your Name! How Customer Service Can be Improved in the Health Care Sector [Media Interview] 6PR & Tarran Deane #Mediastable #corporatecinderella #leadershipspeaker #customerserviceIf You Want Me to Get Naked at Least Tell Me Your Name! A Customer Service Story…

“A trip to a medical centre got a listener fired up about customer service and the protocol to approaching those awkward medical procedures that requires us to get naked,” said 6PR’s Perth Tonight Radio Host Chris Ilsley.

CLICK BELOW TO LISTEN >>> As featured on 6PR Perth Tonight with Chris Ilsley & Tarran Deane, Four Principles of Customer Service
00:00 / 13:28

 

 

Customer Service in the Health Care Sector

CEO of Corporate Cinderella Leadership Development Company, Tarran Deane told Chris Ilsley of Perth Radio Station 6PR, the four basic principles of customer service that everyone should follow, with a focus on connection, privacy, dignity and self-leadership

If you want me to get NAKED, please:
1. CALL me by name; please introduce yourself!
2. Be ATTENTIVE – don’t lose the paperwork;
3. RESPOND to your Clients really well. CHECK that everything has gone okay
4. EVALUATE next steps and ways that you can improve your service better.

 

 

 

ABOUT TARRAN DEANE

Tarran Deane Intentional Leadership Speaker, Breakout Speaker, MC, Executive Coach, Change & Trust Consultant #Leadership Tarran Deane Education Training Courses tarrandeane.com/courses #womensleadershipprograms #inhouseprograms #mediacommentator #MediastableexpertTarran Deane is a Workplace Culture & Change expert, with more than 41,000 hours of leadership across diverse industries including finance, tourism, NGOs, disability and small business. Tarran is the author of “The Alphabet Principle ~ Your A-Z Guide to Being a Compelling Leader”  published April 2017. Her second book “Clique” is due for release June 2018.

Thrown into the media spotlight in 2005 Tarran Deane brilliantly handled multiple hot seat interviews with A Current Affair, Talk Back Radio, national & local print media, over community concerns relating to disability respite within the suburbs & Gold Coast City Council proposed zoning changes. 

Tarran’s a keen Ducati 800 Monster owner and Australian Ambassador for the Smart Rider Safety Program. Tarran regularly keynotes in Australia, Asia & the USA. Tarran is an Associate Fellow of the Australian Institute of Management, National Vice-President of Professional Speakers Australia, Director of Gold Coast based Charity Newlife Care Inc. & Founder of Corporate Cinderella Leadership Development Company

Contact Information:

  • Media Interviews – Call Direct on +61 (0)417 654305
  • Schedule a Call During Business Hours – Click Here

 

 

BOOM  Thack Thack: When Your Leadership Gets Stopped Mid Journey

How do you react when your plans get blind-sided? 

Do you ever have one of those days where you delight in everything and almost miss the significance of the hazards you encounter? Like pheww – that was lucky! 

I did. 

It got me wondering… Would you open up your house to a stranger at the door? Hand over a tool? Share your story? Go the extra mile and offer the last slice of home made chocolate cake?
Last Saturday I was dressed inmy  kevlar, camo bike pants. An extra bike vest to guard against the light chill. It was a beautiful, crisp Autumn morning when I left home on my Ducati. My husband Dave was on his Aprilla and we set off to meet our friend Steve at the nearby service station.

LEADERSHIP SPILLS & NEAR MISSES

Arriving at the Caltex first I noticed a fuel spill ahead at one of the bowsers. As a motorcyclist, diesel or oil spills are a dangerous risk for riders.

No problem. Dave went into pay for our fuel, and offerred to access the spill kit and clean up the fuel at the empty bowser, which he did. Love that about him.

Got a question for you…. Is your business seeing safety as an expression of customer service vs straight out compliance issue? As a Leader are you dealing with ‘spills’? It could be time to clean house and be clear who’s on the team with their eyes wide open.

LEAN IN. Like You Mean It. 

Continuing on our adventure, cornering through the hills of northern New South Wales, everything was going fabulous!

I was leaning in like nobody’s business! I love left-handers, my hip slides back on the seat, slightly off centre, the throttle opens up and I was chasing Dave through the mountains with a huge grin.

Lesson: Find your leadership groove and enjoy the ride! 

I let Steve pass me and I’m tailing the boys. We slow down, entering the small town of Burringbar, passing the Burringbar Service Station as we’d done so many times before. 2 kms further down the tar and just short of another left hander Dave and Steve cornered from view when my rear tyre went BOOM!! Thack Thack Thack!! 

Yep, BOOM Thack Thack Thack!! 

Lesson: when you know something is wrong, stop! Pause and evaluate

Pulling up outside a small house I checked out the rear wheel. No sound when I got off the bike. I called the boys knowing they would have almost stopped at the Moo Moo Cafe at Mooball, ready to order the coffee’s.

Lesson: know your Leadership routine, where to find help and ask for it when you need it

Gosh I love travelling with my own pit crew. Hightailing it back to me, without their coffee orders, they arrived to see me standing with a rear wheel now hissing out air.

The three of us moved the bike forward half a rotation when the source of the BOOM was identified.

The scar lines along the tyre showed where the steel had scraped, before flicking up on its’ end, puncturing the thick wall and embedding ao hard that only pliers from the nearby stranger could extract it.

Lesson: Some issues we encounter at work are bigger than we realize. Investigate and pull out all the facts

Dave had an idea to head back to Burringbar Service Station for a can of Pyrol Pump Inflator, and they came through.

Lesson: Be prepared to be surprised by country stores. They almost always have something you need! 

Unfortunately I was pretty much stopped in my tracks, able only to limp back to the Burringbar Service Station and Cafe with the temporary repair. The puncture too deep and wide for the pyrol to fix.

Our solution, pull-up chairs next to the Indooroopilly Bike Riders in their lycra inside and allow ourselves to be loved on and spoilt by new friends Cheryl and Lindsay, owners of Burringbar Service Station and cafe. Great coffee and home made chocolate cake.

Here’s how I was blessed by these turn of events, while Dave and Steve rode back to the Gold Coast to pickup the motor bike trailer and come to my rescue a second time, and I prepared to sip on my second Latte.

  • Spouses and friends are to be honoured and never taken for granted
  • A good coffee opens up conversation. Find out their signature dishes. Cheryl and Lindsay are renowned for their Prawn Cutlets!
  • Remind yourself people are inherently good
  • Accept hospitality when offerred and be gracious
  • Relax and do something different. Take off your boots and your safety jacket and let tour hair down
  • If you have data, wifi and battery on your smartphone, redeem the time. Write a blog. Checkin on Facebook. Lodge a TripAdvisor review.
  • Honour privacy
  • Give thanks

That’s a BOOM Ta Dah Award for great customer service by Cheryl and Lindsay of Burringbar Service Station and Cafe, and a huge nod to the warmth of humanity that seeks to serve others by what they have in their hands.

Who can you thank today?

  * Look at the size if the piece of steel! Grateful it didn’t flick up and hit anyone. A day of surprises! 

 

Keywords: Adversity, Leadership, Resilience, Customer Service, Opportunity, Value-Add, Loyalty