Firefighter vs Fire Warden
Being a firefighter in business is a glamorous role. You solve massive problems and get all the glory. But it's far better to be a fire warden.
When you can help the leaders you coach to solve problems BEFORE they occur, you become a priceless member of their team...
When American Airlines canceled 2,200 flights, tens of thousands of passengers were stranded.
The COO, David Seymour, said the airline was "proactively canceling" flights after high winds and bad weather.
When Southwest Airlines canceled more than 2,000 flights, blaming weather and air traffic control issues, that meltdown cost the airline $75 million.
Spirit Airlines canceled around 2,000 flights in August, blaming scheduling. They stranded thousands of passengers and it cost the airline $50 million.
That's thousands and thousands of customers who have missed weddings, funerals, meetings, interviews and family gatherings.
Blaming predictable problems like the weather and staffing shortages isn't going to win you any love or support from your customers.
When you're coaching the leader of a big organization, there's a simple tool you can use with them once a quarter.
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The Challenge Tool
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Be a Fire Warden... Here's a simple yet powerful tool to help a leader and their team predict, solve, and navigate challenges.
领英推荐
THE PAST
What mistakes or tiny errors of judgment have you (or your team) made that could have a huge cost in the future?
THE PRESENT
What dangers, threats or challenges are you currently facing? What small problems do you have, right now, that could lead to massive problems if they are not addressed?
THE FUTURE
How can you ASTONISH any customers or clients who have faced challenges due to your company's mistakes? When you own up to a mistake, take responsibility and then astonish a customer, they actually become raving fans.
Love. Rich
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Life Coach & Breathwork Facilitator | Speaker, Moderator | Empowering High Performance through Wellbeing & Keeping it Real | Co-Curator of Wellness at Out & Wild Festival
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3 年Matt Bull Paul Chapman this resonated after our call today
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3 年I love this distinction ?? and can relate to this.