Inspiring Great Leaders Podcast #203 Monique Richardson They Serve Like We Lead

Inspiring Great Leaders Podcast #203 Monique Richardson They Serve Like We Lead

Inspiring Great Leaders Podcast #203 Monique Richardson They Serve Like We Lead

They Serve Like We Lead

On this episode of the Inspiring Great Leaders Podcast, Craig Johns speaks with Monique Richardson about they serve like we lead, service leadership and how important our own roles are in keeping good customer service.

We also dive deeper into the factors to consider in making customer service work, creating a service vision and how we should set our strategies to ensure that good customer service is well offered to our customers.

Monique Richardson  – They Serve Like We Lead

Monique Richardson is an expert and leading authority in Service Leadership and Customer Service, a speaker on Managing Difficult Customer Behaviour, and the author of the new book They Serve Like We Lead.

She holds a Bachelor’s degree in Training and Development from the University of Melbourne and now with over 22 years of honing her craft, she’s had the privilege of addressing over 50,000 individuals, instilling the principles of effective service leadership and customer care. Being a go-to expert for media outlets like Sky News, Sunrise, CEO World, and The CEO Institute, and has worked with many ASX Top 200 companies including ANZ, Transurban Group, and iconic brands including the Melbourne Cricket Club, Melbourne Airport, and Mercedes-Benz.

Mitchell talks about:

  • Protecting our customer service community
  • Having a service-minded family
  • The impact of your life on other people
  • Servant leader versus service leadership
  • Technology’s impact on customer service
  • Overall customer service strategy
  • Playing our own parts in a customer’s experience
  • Factors to consider in making customer service work
  • The inspiration behind They Serve Like We Lead
  • Having a great and positive attitude to deliver good customer service
  • Is having a bad day an excuse for poor customer service?
  • Resetting and redefining your service vision
  • What is an inspiring great leader?


“It really is about the culture that’s set by the organisation that is then driven by the leadership.” Culture and leadership with Monique Richardson on the Inspiring Great Leaders Podcast.

“I think it’s so important as leaders that we also help our people to understand, why what they do matters and how it impacts on the customer.”  Our role on a customer experience by Monique Richardson on the Inspiring Great Leaders Podcast.

“Sometimes there are things going on in people’s lives that are bigger than work. For the leaders to be able to have that compassion and empathy, that if somebody is not delivering that great experience, the first thing is just checking in to make sure that person’s okay and is everything okay in the world?” Compassion in the workplace by Monique Richardson on the Inspiring Great Leaders Podcast.

Resources Mentioned in this show:

Monique Richardson
Monique Richardson LinkedIn
Monique Richardson Instagram
Craig Johns
Craig Johns
Craig Johns LinkedIn
Craig Johns Facebook
Inspiring Great Leaders Podcast


They Serve Like We Lead

Jana Kapr (Billigence) – Delivering Insights to the Fingertips

active CEO Podcast #25 Jana Kapr Delivering Insights to the Fingertips

Jana Kapr – CEO Billigence

Craig Johns explores the leadership styles between Logica and Vodafone with Jana Kapr; the challenges of merging different cultures andbusiness structures; reacting to being told you are dictator; becoming anentrepreneur; and understanding the vision of the client. We also talk about managing family, work, exercise and other focuses; why sport allows her to perform at ahigher level; the impact former Vodafone Australia CEO, Grahame Maher and her dad had on hercareer; and the importance of blocking time in your diary for yourself.Over the past ten years Jana co-founded Billigence, with her Husband Michael, which is an international consultancy delivering innovative business intelligence solutions. She transitioned into the CEO role at Billigence, four years ago.


Jana thrives on collaboration, going the extra mile and is known to deliver beyond expectations. She is passionate, committed and easy to work with as she excels in managing and leading complex projects. In her spare time she loves to compete in triathlon, snowboard and cross country ski.

Growing up in the Czech Republic, she completed a Masters Degree in Engineering at the Czech Technical University in Prague. She continued her education at the University of California Irvine and in Australia with an MBA Graduate Diploma in Economics, Law and Finance at Deakin University.

Her career took a leap forward as she took on a Senior Consultant role at Logica, whereshe delivered Energy and Utilities projects in Europe, US and Australia.

In 2001, she commenced 9 successful years at Vodafone Australia, working her way up to Head of Marketing Planning. During this time she has delivered major projects and programs with global companies such as Apple, Google and HTC. Her expertise in integrated business plans, cross-segment product roadmaps and designing strategic processes has led to receiving Vodafone Hero and most prestigious employee excellence awards.

Jana talks about:

  • Growing up in a little town near Prague, being very active in sport
  • Being inspired by her mum and dad to study engineering
  • Having the opportunity to work on real-life technology problems while studying
  • Knowing Czech Republic was too small for her and the desire to travel.
  • How Logica offering her a role as a graduate to work in England, Netherlands and then in Sydney, shaped her leadership style.
  • The differences in the leadership style between Logica and Vodafone.
  • How the former CEO’s of Vodafone Australia, Grahame Maher and Russell Hewitt had major impacts on her career and leadership style.
  • Managing the launch of the first Apple and Google phone plans.
  • Juggling having her son Martin while continuing to grow as a Senior Manager at Vodafone.
  • The tough decision to leave when Vodafone merged with Hutchinson,
  • Why starting Billigence, with her husband, was her best career decision
  • Getting the feedback that she was a dictator by her team as a young manager.
  • The importance of reflection being authentic and making leadership your own.
  • The Purpose of Billigence, which involves delivering insights information to the fingerprints of the end users
  • Synergistic learning from their customers and clients
  • Managing stress levels, mental health, travel, family and juggling everything is the biggest challenge
  • How she wouldn’t be able to do her job without being active and doing sport.
  • Billigence sponsoring a kids triathlon program called Go series, in Sydney
  • Why Billigence sponsors their employees to do Parkruns.
  • Prague Orbit project which fundraises money for families with disabled children
  • Going on her first girls trip to Bhutan before Christmas.

ActiveCEO Wellness Tip                                                

Priority Meeting – A workout is just as much of an investment in your career as it is an investment in your physical and mental well-being. Exercise is even more effective than anti-depressants and ADHD medication for enhancing your mood and mental focus. Therefore you have no reason not to make exercise your number one priority meeting of the day.


“Understanding the vision of the customer and how we can possibly deliver to that customer”. Jana Kapr explains howBilligence focuses on customers, on the active CEO Podcast.

“Everyoneis in charge of their destiny and it is up to you to how you organize yourtime, how you make yourself happy and healthy, and how you make your team andpeople around you happy and enjoying what they are doing. ” Jana Kapr on the active CEO Podcast.

Resources Mentioned in this show:

Jana Kapr LinkedIn
Jana Kapr Facebook
UC Irvine
Czech Technical University
Go Series Sydney
Prague Orbit
Craig Johns
Craig Johns LinkedIn
Ben Gathercole LinkedIn
Ben Gathercole Performance Coaching

Recommended Reading:

Better Than Winning – Ben Gathercoles’s best selling book