The process of recognizing customer service excellence in retail stores involves each store submitting their best customer service stories to the district, with winners then advancing to the regional level, and ultimately being featured in a video. Good stories are those that meet certain criteria and are celebrated by store managers and associates.
The speaker talks about the time his team decided to pursue strategic alternatives, which meant the need to sell the company, while they were deep in debt and chartered a corporate jet to take them to Dallas for a business meeting.
The speaker shares his experience of struggling with cold calling for sales until he discovered the importance of timing his calls between 9am and 5pm, when gatekeepers and other sales guys are available.
The ability to trust your team, make big decisions, and care about the details is a lost trait in today's world of celebrity leadership. Military leadership does an excellent job of focusing on the mission and accomplishing goals.
In order to maintain an audience, one must spend time getting to know them personally, similar to how the speaker markets to individuals who are in their "transition moment" and are ready to go to the next level. Market analysis based on background and upbringing is overdone and unnecessary.