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?

Tweets

“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 www.moniquerichardson.com.au
Monique Richardson LinkedIn
Monique Richardson Instagram
Craig Johns www.craigjohns.com.au
Craig Johns craig@nrg2perform.com
Craig Johns LinkedIn
Craig Johns Facebook
Inspiring Great Leaders Podcast
NRG2Perform www.nrg2perform.com

Book

They Serve Like We Lead

Inspiring Great Leaders Podcast #199 Nina Mapson Bone Meaningful Work

Inspiring Great Leaders Podcast #199 Nina Mapson Bone Meaningful Work

Inspiring Great Leaders Podcast #199 Nina Mapson Bone Meaningful Work

Meaningful Work

On this episode of the Inspiring Great Leaders Podcast, Craig Johns speaks with Nina Mapson Bone about Meaningful Work, communication as a key aspect of leadership and building relationships within organisations.

We also dive deeper into creating a sense of purpose and community within organisations, challenges in the workplace and recruitment, and the four key factors of meaningful work.

Nina Mapson Bone  – Meaningful Work

Nina Mapson Bone is the managing director of Beaumont People, a renowned recruitment and consulting firm, a powerful speaker, and the author of the career-changing book Meaningful Work. She is an Opinion Columnist at CEOWORLD magazine and has diverse experience working with Robert Half International, the University of Sydney, and Chandler Macleod Group.

She is a graduate of The University of Edinburgh and the Australian Institute of Company Directors.  Nina is also the President of the Recruitment, Consulting, and Staffing Association of Australia and New Zealand, and the Chair of the Development Committee of the NORTH Foundation—an organisation dedicated to advancing medical research and patient care. 

Nina talks about:

  • Growing up in the UK
  • Setting out to be a leader from an early stage
  • Organisations and employers looking at transferable skills and using skills-based recruiting
  • Meaningful Work
  • Societal factors in producing meaningful work
  • Human skills needed to persevere and the ability to overcome struggles
  • Moved formally into recruiting upon arriving in Australia in 2002
  • How a company’s dealing with the fact that people don’t tend to stick around as long anymore
  • People are less clear on what they’re looking for
  • Searching for a sense of purpose and belonging in a workplace
  • Employers being loyal to their people and people being loyal to their employers
  • Leaders creating a great culture within organisations
  • Using your people’s strengths to motivate them to perform better
  • Getting better at acknowledging people’s mistakes
  • Communication is key in leadership
  • Relationship building between employers and employees
  • The need for deep work versus collaboration
  •  Four kinds of key factors of meaningful work

Tweets

“Leaders need to be thinking about working on how can they keep, how can they retain and develop their people and keep them involved.” Leaders giving their members a sense of purpose with Nina Mapson Bone on the Inspiring Great Leaders Podcast.

“I would much rather work with organisations that are great places to work. I have a great culture & great environment. That’s the style of recruitment we do.” Nina Mapson Bone on their recruitment style at Beaumont on the Inspiring Great Leaders Podcast.

“There’s a lot of evidence to show that when people work to their strengths, they perform better, they better engage, they’re less stressed, they’re more vital, they’re more creative. So if you know what your people’s strengths are and you are able as a leader to allocate the kind of tasks and resources and workload based on the strengths, you’ll get better performance.” Using your people’s strengths with Nina Mapson Bone on the Inspiring Great Leaders Podcast. 

Resources Mentioned in this show:

Nina Mapson Bone www.ninamapsonbone.com.au
Nina Mapson Bone LinkedIn
Nina Mapson Bone Instagram
Craig Johns www.craigjohns.com.au
Craig Johns craig@nrg2perform.com
Craig Johns LinkedIn
Craig Johns Facebook
Inspiring Great Leaders Podcast
NRG2Perform www.nrg2perform.com

Book
Meaningful Work