Sunday, December 17, 2017

This is the time to inspire and be inspired!


Whatever your belief system, this time of year is an opportunity to inspire and be inspired! So many good intentions and opportunities to serve are present during the Holidays that it got me thinking out loud about how this season inspires me and how I can share that gift of inspiration.

First of all, this season of lights and awe inspires me in so many ways:
  • It inspires me to slow down.
  • It inspires me to treasure my time with family and friends.
  • It inspires me to give more and get less.
  • In inspires me to appreciate the blessings I have and reevaluate the things that I don’t really need.
  • It inspires me to express thanks for those who sacrifice for us so that we can live in safety and freedom.
  • It inspires me to think back in gratitude
  • It inspires me to think ahead in anticipation.

What does this time of year inspire you to think about, feel, and act upon? I encourage you to use this time to slow down some. Invest in yourself and those that you care about. Use this time to inspire yourself to do more, become more, and share of yourself more.
It has been another incredible year for me. I published my first book, worked with some great teaching partners, added value to others, and invested significant time in my own faith development. None of this would have been possible without the support of so many people. I especially want to thank those of you who have read my blog and shared this content with others.

As my Secret Santa gift to you, I want to share the gift of inspiration! When I win the lottery, maybe I can add some cash to the deal but for now, I hope you like it! Anyway, whereas this is not your typical holiday fare, it is a true story of how we have the ability to help each other’s dreams come true!

Created by filmmaker Nirvan Mullick, this gift of story is about a boy named Caine he met in East Los Angeles one summer day. Caine would spend his summers at his dad’s auto supply store where, with the help of some boxes, tape, and his incredible imagination, he created an amazing arcade of games. The problem was that since most of the business was drop shipped, very few visitors would come to the store, leaving Caine’s games unplayed and unenjoyed. What happens next can be discovered in the video link below!


I wish you all the joy and peace this Holiday season has to offer along with the most successful of New Years. I will be back after the first of the year with new blogs and ideas that I hope add value to you.

As always if I can help you and the people you associate with Get Better, Be Ready and LEAD OUT LOUD, I would invite you to email me or to visit my website below and see if any of the training or coaching experiences I offer can provide an impact, especially when it comes to creating organizational values that stick! I am also pleased to announce the launch of my first book, Leading Out Loud: Strategies for Raising Your Leadership Voice! available on Amazon.com. Also, as a bonus, if you go to my Out Loud Strategies website (www.outloudinc.com) and enter your contact information, I will send you a FREE guide to establishing a mentoring initiative program in your organization! Such an initiative would be critical to add value to your organization!

Yours in Leadership,

Bill Faulkner
Principal Consultant – Out Loud Strategies
Independent Coach, Speaker, and Trainer with the John Maxwell Team TM

Email = bill@outloudinc.com
Visit our website at: www.outloudinc.com
For more information on the John Maxwell Team, please visit


Feel free to “LIKE” our FB Page www.facebook.com/outloudinc

Sunday, December 10, 2017

Your Enterprise NEEDS Tough Customers!


I will be the first to admit, I can be a grumpy bear consumer! It would seem in this era of technology and easy access to information systems that internal offices of an organization can speak to each other to resolve customer issues. The answer to that is nope! Or that if you offer an email customer support option, that someone would actually respond to that inquiry? Not surprisingly, the answer is not so much! The problem is that something that once was a small problem now escalates to a bigger problem to some poor person you can finally get on the phone that had nothing to do with creating a problem in the first place! I recently received a general inquiry on the business networking site, Alignable, where a business owner was asking about how they could recover from a bad customer experience and review. This got me thinking out loud that instead of being grumpy, change the paradigm and use such an instance to help your enterprise thrive!

I get it. You try to do a good job and you still receive a customer, client, etc. complaint. It may be unfair, but you still need to have some sort of response. As a Performance Coach, I would suggest that when such issues occur, triage the interaction with this tough customer experience in three areas of inquiry that I will explore further below:

WHAT Happened?
First and foremost, instead of just assuming the customer or client was wrong, find out in detail what happened.

  • What are they specifically unhappy about?
  • Was the issue with the entire product or service or just part of it? If part, which part?
  • When in the “purchase to delivery” process did they become dissatisfied?
  • When and how did the customer attempt to reconcile the issue?
  • What was our response when they did so?
  • Why was that insufficient?

WHY Did This Happen?
Once you have detailed information from the customer (and yes, you should personally call them!) and the team members who were involved, deconstruct the issue to find out why the issue occurred in the first place.
  • Did we negotiate expectations on front end in terms of time, scope of work, functions of the product, conditions of the service, etc.?
  • Did we check in with customer often throughout the entire purchase to delivery process to see if they were happy with their choice to purchase from us and the eventual product or service they received, or did we just move on to the next potential purchase?
  • Did we respond immediately when a complaint was forwarded?
  • If so, what did we do?
  • If not, why not?
  • Did we verify the product was in good working order and complete before we delivered?
  • Did we make sure the service provided met the client’s expectations shortly after they received it?
  • Did we record their response?
  • Is there an issue with the quality of our product whether we created it or received from a vendor?
  • Does our level of service exceed expectations of both the client and the marketplace?
  • Did we over promise and under deliver?

What Do We Do DIFFERENT as a Response?
Once you answer the above, as a leader, you know have the powerful opportunity to use a negative experience and turn it into a positive one. Just like when the Dominos Pizza CEO used costly commercial time to admit their product quality had diminished, telling the story of how you responded can be incredibly instructive and motivating to your team and influential to your potential market!
  • What processes or procedures prevented outstanding service or product quality?
  • Are team members empowered and trained to replace or resolve issues versus put clients on the “check with my boss” merry-go-round?
  • Are the right people doing the wrong job?
  • What has become endemic in our systems and procedures that create customer dissatisfaction and what do we need to change as a result?
  • If our enterprise has become so cumbersome that it prevents us from resolving customer and client issues in a nimble and highly personalized manner how can we can we and where do we need to alter it?
  • How will we change how we deal with customer issues the next time it happens?
  • Has the quality of our products and/or services declined to the point where we no longer competitive in the consumer social media court of opinion?
  • If so, why are we still in business?

Now I bet most of your customer and client interactions are usually pretty good. The issue becomes, as author and speaker Paul Martinelli shares, when we “get careless or simply could care less!” All of this comes down to the leadership you are providing to your team and enterprise in terms of the culture you have created. In earlier blogs, I have shared the path to excellence lies in two things: Getting it Right in the first place and Making it Right when you don’t! Sure, tough or demanding customers are not the most fun part of your enterprise, but they can offer an excellent barometer in terms of when quality has slipped or service has become lacking. Further, they can help identify blind spots in your enterprise that you may not have known existed or emerged. If you did not get it right on the front end, then making it right is an excellent strategy (if not the only one) to retain a customer but also have them become a brand ambassador. I am often more impressed by the sincere apology and over-the-top response when things go wrong than the initial purchasing process! Your clients will be too.

The path to excellence lies in two things: Getting it Right in the first place and Making it Right when you don’t!

Leadership expert and author, John C. Maxwell, shared during a presentation to the United Nations that followers ask three questions:
  • Do you care for me?
  • Can you help me?
  • Can I trust you?

It is his belief that if you can answer those three questions in the affirmative, then you are a leader of value. I completely agree and would even go as far to say that if you can answer those same three questions (whether verbally asked or not) in the affirmative to your customers and clients, then not only do you deserve to stay in business, you have earned the right to have it grow and thrive!

As always if I can help you and the people you associate with Get Better, Be Ready and LEAD OUT LOUD, I would invite you to email me or to visit my website below and see if any of the training or coaching experiences I offer can provide an impact, especially when it comes to creating organizational values that stick! I am also pleased to announce the launch of my first book, Leading Out Loud: Strategies for Raising Your Leadership Voice! available on Amazon.com. Also, as a bonus, if you go to my Out Loud Strategies website (www.outloudinc.com) and enter your contact information, I will send you a FREE guide to establishing a mentoring initiative program in your organization! Such an initiative would be critical to add value to your organization!

Yours in Leadership,

Bill Faulkner
Principal Consultant – Out Loud Strategies
Independent Coach, Speaker, and Trainer with the John Maxwell Team TM

Email = bill@outloudinc.com
Visit our website at: www.outloudinc.com

For more information on the John Maxwell Team, please visit

Feel free to “LIKE” our FB Page www.facebook.com/outloudinc


Sunday, December 3, 2017

Congratulations, you are now a national role model . . . seriously!


At the risk of adding one more element to the “national crises” carousel, I believe the crises du jour is a role model crises! Hollywood and the broadcast news mediums are imploding with reports of sexual harassment and misconduct among its top celebrities. The personal and domestic violence allegations against professional athletes are compounding. Don’t even get me started about the charges of corruption and misconduct among career politicians on both sides of the political spectrum. Finally, and most regrettably, the US space program, once an inspiring combination of bravery and innovation, has become a shell of its former glory and now our astronauts have to hitch rides on other country’s vehicles. All this has me thinking out loud about if there is anyone left to look up to?

Now granted, I do believe there are still good and honest individuals in all the streams of influence I reference above. The problem, however, is that when the top leaders and notables in those industries fall from grace, it brings down the entire institution. We think that if those individuals who have reached the pinnacle of success in their fields of endeavor can’t get it right, then what does that say about the entire institution they represent?

As I was taught to do as a young professional, however, if you are going to identify a problem then you need to generate a solution. So here is my solution . . . YOU! That’s right, you the average Joe and Joan citizen who go to work each day, put forth your best effort, and do it all in an ethically responsible way. You are now my official hero. Seriously, they ought to make trading cards with your picture because you are our last, great hope to make society a more just, innovative, and responsive one. In fact, I would go as far to say that you are the only who deserves it because until the culture of professional athletics, entertainment, media, and the government decides to change, the individuals who are part of those establishments are not worthy of ANY kind of recognition or admiration.

So now that I have appointed you to this new national role, how can you maximize your potential as a billboard worthy role model whose words and deeds are ones the rest of us should emulate?  Trust me, there is no pressure here. You can handle your new-found role in the national spotlight walking in your sleep!  But just in case you need some reminders, here are a few recommendations:

Realize Your Value
Recently a former student leader of mine, Chris Conlan who serves as an executive producer for Voice America, encouraged me to apply to have my own show on this network. After I submitted the application, I started to worry about who I would have as guest on the show. I did not worry about that for very long because I was able to quickly answer the question with the names of the quality people in my life that deserve to have their stories told. They are not rich or famous, but they are healers and educators, activists and philanthropists, innovators and millennial motivators. They have and add such value and you do to. You are worthy of being someone’s role model because you have earned the right to be! By the way, if you feel I am worthy of it, I would love your vote to have my own show on Voice America so feel free to visit to get an idea of my intention and the nature of the show http://contest.voiceamerica.com/contest/1/entry/6 .

Understand Your Impact
I once heard it said that even the quietest person can influence over 10,000 people. Now in this age of social media, I would 10X that! I bet you have no idea of how many people you positively influence on a day to day basis. That great example spreads like a social contagion from the people you directly influence to those they know and subsequently influence. And so it goes. Your impact spreads far beyond you in both time and distance so get it right!

Decide Where You are Taking the Rest of Us
The first two steps in becoming a national role model discussed above occur almost subconsciously. You just do what you do because that is what you do! In the spirit of transparency, I got that great quote from one of my former team members, Dr. Jene Kapela who, herself, is a great role model and started her own consulting and volunteer vacation firm - https://kapelaleadershipsolutions.com/.

This third step, however, requires a new level of personal awareness. If you buy into the fact that you have and add value which, trust me, you do then I would encourage you to take a good hard look about where you want this new level of national prominence and influence to take the rest of us. What do you want your leadership to actually DO? I once explained to a former student that I believed she had the potential to be one of the strongest leaders the campus had ever experienced. I don’t think she believed me at the time but my “oh so prophetic pronouncement” did come to pass! A couple of years later we were talking about an issue she was involved in and I asked her where did she intend her leadership to take others. Like you, I do not think she ever thought of herself in that light or even considered the question. Eventually she understood that when you are a role model, everything you do, say, post, etc. has impact - one way or the other.

The point is this, there is no such thing as a “neutral” role model. You are constantly influencing people for good or ill, so you need to decide where you want to take us. To be clear, this is not arrogance, it is merely a fact. This fact, however, can be life changing (if not life cringing!) because when you understand this, it will:
  • Influence your decisions
  • Color all your conversations
  • Define the nature of your relationships
  • Impact your actions
  • Shape your legacy


I started this week’s blog with a bit of melodrama, but it is concerning to think that institutions that were once trusted and revered are now suspect and reviled. Our communities are desperate for women and men of integrity so why can that not be you? I know this is a bit of a scary proposition but why not you? Just step up, speak out, and lean in! It is you we are waiting on. In fact, if you need some further inspiration, watch this great video produced by Leadercast. https://vimeo.com/album/2019306/video/94980342

As always if I can help you and the people you associate with Get Better, Be Ready and LEAD OUT LOUD, I would invite you to email me or to visit my website below and see if any of the training or coaching experiences I offer can provide an impact, especially when it comes to creating organizational values that stick! I am also pleased to announce the launch of my first book, Leading Out Loud: Strategies for Raising Your Leadership Voice! available on Amazon.com. Also, as a bonus, if you go to my Out Loud Strategies website (www.outloudinc.com) and enter your contact information, I will send you a FREE guide to establishing a mentoring initiative program in your organization! Such an initiative would be critical to add value to your organization!

Yours in Leadership,

Bill Faulkner
Principal Consultant – Out Loud Strategies
Independent Coach, Speaker, and Trainer with the John Maxwell Team TM

Email = bill@outloudinc.com
Visit our website at: www.outloudinc.com
For more information on the John Maxwell Team, please visit


Feel free to “LIKE” our FB Page www.facebook.com/outloudinc