In this episode, Andy interviews Laura Mae Martin, Google's productivity expert and author of the book Uptime: A Practical Guide to Personal Productivity and Wellbeing. They discuss the concept of productivity and how it is often misunderstood. Laura shares her perspective on productivity, emphasizing the importance of intention and execution. She introduces the five C's of productivity and explains the concept of the list funnel. They also discuss the challenges of procrastination and the importance of setting boundaries and learning to say no. Throughout the conversation, Laura provides practical tips and strategies for improving personal productivity.

• "Sometimes I'll look at my calendar in a couple of weeks and be like, wow, Future Me is going to be very mad if I leave that there!"
• "When intention matches action, it's productive."
• "I was a recovering 'Say Yeser'."

• 00:00 Introduction
• 01:46 Start of Interview
• 02:59 What Does Productivity NOT Mean?
• 04:57 Intention and Action
• 06:20 Introduction to the 5C's of Productivity
• 09:10 Learning to Say No
• 12:48 The List Funnel
• 18:02 Dealing With Procrastination
• 22:50 Tool Hacks for Productivity
• 25:52 Tips for Parents to Help Their Kids With Productivity
• 27:24 Thinking About Future You
• 28:38 Interview Wrap Up
• 29:08 Andy Comments After the Interview
• 34:03 Outtakes

You can learn more about Laura and her book at LauraMaeMartin.com. Also, check out the Google Workspace YouTube channel that Laura mentions. You can find that here: https://www.youtube.com/@googleworkspace/playlists.

If you’d like more on this subject, here are some episodes to check out:

• Episode 376, with Nick Sonnenberg about his book Come Up for Air
• Episode 385, with Vanessa Patrick about her book, The Power of Saying No

With the constant stream of AI news, it's sometimes hard to grasp how these advancements can benefit us as project managers and leaders in our day-to-day work. That's why I developed our e-learning course: AI Made Simple: A Practical Guide to Using AI in Your Everyday Work.

This self-guided course is designed for project managers and leaders aiming to harness AI's potential to enhance your work, streamline your workflow, and boost your productivity.

Go to ai.i-leadonline.com to learn more and join us. The feedback from the program has been fantastic. Take this opportunity to unlock the potential of AI for your team and projects.

Thank you for joining me for this episode of The People and Projects Podcast!

Talent Triangle: Power Skills

The following music was used for this episode:

Music: Brooklyn Nights by Tim Kulig Free download: https://filmmusic.io/song/11192-brooklyn-nights License (CC BY 4.0): https://filmmusic.io/standard-license

Music: Tropical Vibe by WinnieTheMoog Free download: https://filmmusic.io/song/10446-tropical-vibe License (CC BY 4.0): https://filmmusic.io/standard-license

In this episode, Andy Kaufman interviews Ryan Hawk, host of the Learning Leader podcast and author of the book The Score That Matters: Growing Excellence in Yourself and Those You Lead. They discuss the importance of valuing excellence and pursuing personal growth, as well as the dangers of comparing oneself to others and keeping score based on external metrics. They also explore the role of self-awareness and fear in leadership, and the importance of surrounding oneself with people who provide honest feedback. The conversation highlights the need for leaders to lead themselves first and develop transformational relationships.

• "The world isn't driven by jealousy, it's driven by envy."
• "Leading yourself first is mandatory before you lead anybody else."
• "Surround yourself with people who will give you honest feedback and be prepared to accept it."
• "They don't care about your pants. They care about their pants."
• "So if you're not ready to crush it, your business falls apart."
• "The fear is fuel."
• "How can I best serve these people? How can I give everything I got to help them to better their life?"

• 00:00 Introduction
• 02:09 Start of Interview
• 02:42 You Have To Value Excellence To Develop It
• 03:42 How Ryan's Family Influenced His View of Leadership
• 05:51 Where Scores Help Us (and Hurt Us)
• 10:39 What Are Some 'Outer Scoreboards' We Can Be Tempted To Fall For?
• 13:15 About Envy
• 14:23 You Have to Start By Leading Yourself
• 15:21 How to Be More Self-Aware
• 18:35 Learning How To Listen To Contrarian Feedback
• 21:15 What Holds Us Back?
• 22:54 Fear as Fuel
• 28:57 A Unique Way to Identify Your Core Values
• 32:27 What's The Quick Hack to Grow As a Leader?
• 35:41 Applying Leadership Ideas at Home
• 39:49 Interview Wrap Up
• 40:24 Andy Comments After the Interview
• 43:38 Outtakes

You can learn more about Ryan, his book, and the Learning Leader podcast at LearningLeader.com.

If you’d like more on this subject, here are some episodes to check out:

• Episode 391, with Adam Bryan about making the leap to being a leader
• Episode 242, with James Clear about his book on habits

With the constant stream of AI news, it's sometimes hard to grasp how these advancements can benefit us as project managers and leaders in our day-to-day work. That's why I developed our e-learning course: AI Made Simple: A Practical Guide to Using AI in Your Everyday Work.

This self-guided course is designed for project managers and leaders aiming to harness AI's potential to enhance your work, streamline your workflow, and boost your productivity.

Go to ai.i-leadonline.com to learn more and join us. The feedback from the program has been fantastic. Take this opportunity to unlock the potential of AI for your team and projects.

Thank you for joining me for this episode of The People and Projects Podcast!

Talent Triangle: Power Skills

The following music was used for this episode:

Music: Tranceverse by Sascha Ende Free download: https://filmmusic.io/song/5223-tranceverse License (CC BY 4.0): https://filmmusic.io/standard-license

Music: Tuesday by Sascha Ende Free download: https://filmmusic.io/song/2992-tuesday License (CC BY 4.0): https://filmmusic.io/standard-license

In this episode, Andy talks with K. Scott Griffith about his new book, The Leader's Guide to Managing Risk. The book explores the importance of building resilience and reliability in projects, teams, and life.

The conversation delves into the social and technical aspects of producing results, the need for human-resilient systems, and the impact of at-risk choices and cutting corners. It emphasizes the importance of recognizing and addressing risks, as well as creating a culture of safety and employee engagement.

In this conversation, Scott discusses the importance of managing risks in projects and organizations. He emphasizes the need to create a culture of psychological safety where team members feel empowered to identify and report risks. Scott explains the process of managing risks, including balancing risk and reward, understanding and managing risks, and considering performance shaping factors. He also highlights the importance of building reliable systems and applies risk management principles to parenting.

Whether you're a project manager, a leader in your organization, or someone interested in the art and science of risk management, this episode is packed with thought-provoking insights and strategies to help you lead with confidence and navigate uncertainties more effectively.

• 00:00 Introduction
• 02:52 Start of Interview
• 04:54 Why Tend to Focus on the People Instead of Systems When Things Fail
• 06:41 How Much Should You Invest in Mitigating Risks?
• 10:39 The Difference Between a One Off and a Pattern
• 13:36 We Often Learn the Wrong Lessons From When Things Go Right
• 16:27 Defining At-Risk Choices
• 21:42 How Can We Help Reduce At-Risk Choices?
• 27:40 How We Can Inadvertently Make It Worse as Leaders
• 29:42 The Process Doesn't Start With Firing the Manager!
• 41:04 How This Applies to Parenting
• 45:07 Interview Wrap Up
• 45:48 Andy Comments After the Interview
• 50:19 Outtakes

You can learn more about Scott and his books at LeadersGuideToManagingRisk.com.

If you’d like more on this subject, here are some episodes to check out:

• Episodes 49 and 50, with Dr. David Hillson, the "risk doctor"
• Episode 240, with Jim Detert about speaking up when it feels risky
• Episode 379, with Angie Morgan Witkowski about how to look at risk differently

In risk management, anticipating problems is half the battle. Now imagine a tool that brings this foresight into everyday project tracking, where goals are updated automatically, risks are forecasted early, and you're equipped to navigate setbacks before they arise. Beacon, a Jira App offered by our sponsor Anvilyard, gives you this power.

By integrating with your Jira instance, Beacon makes it seamless to track and forecast the health of your project goals. It flags any goals at risk, giving you the foresight to course correct before your team misses. With Beacon, your team stays aligned and on track, effortlessly navigating toward success. I’ve been impressed with the tool, so check it out. You can learn more and try it for free by going to PeopleAndProjectsPodcast.com/beacon. Thanks!

Thank you for joining me for this episode of The People and Projects Podcast!

Talent Triangle: Ways of Working

The following music was used for this episode:

Music: On Point by Steven O'Brien Available at: https://www.steven-obrien.net/ License (CC BY 4.0): https://filmmusic.io/standard-license

Music: Energetic & Drive Indie Rock by TaigaSoundProd Available on YouTube: https://www.youtube.com/watch?v=HjeI1ViDB-c License (CC BY 4.0): https://filmmusic.io/standard-license

In this episode, Andy welcomes Paul Falcone to discuss his book The First-Time Manager: Leading Through Crisis. The conversation dives into common challenges faced by managers such as performance conversations, dealing with dysfunctional teams or bosses, and navigating situations like having to fire an employee or dealing with a younger (or older) manager scenario. Whether you're a new manager or been around for a while, there's insight in this episode for you.

• 00:00 Introduction
• 01:38 Start of Interview
• 03:02 Dealing with Performance Issues
• 10:10 Terminating Employment
• 13:54 Delivering Bad News
• 19:02 When You Have a Dysfunctional Boss
• 24:08 Empowering Leadership: Building a Creative and Innovative Team
• 26:04 Turning Around a Dysfunctional Team
• 28:15 The Fall Off the Planet Test
• 30:14 Earning Respect as a Young Manager
• 34:26 Addressing Profanity in the Workplace
• 37:24 End Of Interview
• 41:40 Outtakes

You can learn more about Paul and his books at PaulFalconeHR.com/books.

If you’d like more on this subject, here are some episodes to check out:

• Episode 360, with Janet Polach, about her book for first time managers
• Episode 368, with Jim Wetrich, on where good leaders go wrong
• Episode 358, with Donato Tramuto, on compassionate leadership

I know you want to be a more confident leader--that’s why you listen to this podcast. LEAD52 is a global community of people like you who are committed to transforming their ability to lead and deliver. It’s 52 weeks of leadership learning, delivered right to your inbox, taking less than 5 minutes a week. And it’s all for free. Learn more and sign-up at GetLEAD52.com. Thanks!

Thank you for joining me for this episode of The People and Projects Podcast!

Talent Triangle: Power Skills

The following music was used for this episode:

Music: Tranceverse by Sascha Ende Free download: https://filmmusic.io/song/5223-tranceverse License (CC BY 4.0): https://filmmusic.io/standard-license

Music: Tuesday by Sascha Ende Free download: https://filmmusic.io/song/2992-tuesday License (CC BY 4.0): https://filmmusic.io/standard-license

In this episode, Andy interviews Ben Guttmann about his book, Simply Put: Why Clear Messages Win and How to Design Them. They discuss how to design and deliver messages that not only capture attention but also evoke meaningful responses. They delve into concepts like simplicity, fluency, and minimal messaging. Ben demonstrates how linguistic complexity can impact a message's success. Additionally, he shares practical examples, shedding light on how to make your communication more effective, regardless of your role in a project. Overall, the conversation highlights the importance of clear and effective communication in all aspects of life and work.

• 00:00 Introduction
• 01:49 Start of Interview
• 02:10 Defining the Book in Two Sentences
• 03:53 What Does It Mean to Be Simple?
• 04:30 How About Fluency?
• 09:54 They Don't Want The Drill, They Want the Hole
• 12:20 How Constraints Can Actually Help You
• 18:11 The Biggest No-Brainer in the Book
• 23:23 Removing Fluff
• 27:27 About Using Big Words
• 29:03 How AI Can Help
• 32:00 Interview Wrap Up
• 32:37 Andy Comments After the Interview
• 36:04 Outtakes

You can learn more about Ben and his book at BenGuttmann.com.

If you’d like more on this subject, here are some episodes to check out:

• Episode 378, with Bill McGowan, about saying it right the first time
• Episode 349, with Tina Kuhn, on how to communicate with different personalities
• Episode 342, with Krister Ungerbock about his book TalkShifts--how simple changes to what we say can make a difference
• Episode 195, with Celeste Headlee about her book We Need to Talk

I know you want to be a more confident leader--that’s why you listen to this podcast. LEAD52 is a global community of people like you, who are committed to transforming their ability to lead and deliver. It’s 52 weeks of leadership learning, delivered right to your inbox, taking less than 5 minutes a week. And it’s all for free. Learn more and sign-up at GetLEAD52.com. Thanks!

Thank you for joining me for this episode of The People and Projects Podcast!

Talent Triangle: Power Skills

The following music was used for this episode:

Music: Brooklyn Nights by Tim Kulig Free download: https://filmmusic.io/song/11192-brooklyn-nights License (CC BY 4.0): https://filmmusic.io/standard-license

Music: Quantum Sparks [Full version] by MusicLFiles Free download: https://filmmusic.io/song/10996-quantum-sparks-full-version License (CC BY 4.0): https://filmmusic.io/standard-license

In this episode, Andy interviews Tara Miller, a successful project manager and the founder of Artemis, a management consulting business. Tara shares her journey into project management and highlights the misconceptions about the role. She also discusses important lessons she has learned about leading people and delivering projects.

Tara emphasizes the significance of building strong team dynamics and fostering individual connections. She provides practical management practices for leading and delivering projects, such as getting to know team members individually, creating team dynamics, and establishing a shared purpose. She also reflects on her personal journey to success, emphasizing the value of hard work and the support of others.

Lastly, Tara provides advice for working parents and highlights the benefits of embracing chaos and taking risks. In the outtakes, Andy and Tara discuss the role of AI in project management and the potential impact on the future of work.

• 00:00 Introduction
• 01:29 Start of Interview
• 01:51 Tara's Journey to Project Management
• 04:49 Misunderstandings about Project Management
• 06:50 Lessons about Leading People and Delivering Projects
• 09:27 The Project Schedule is the Schedule for How the Project Will Not Occur
• 11:12 Practical Management Practices for Leading and Delivering Projects
• 16:24 POP: Personal Operating Profile
• 19:27 Corporate Mood Ring
• 20:29 Some of the Biggest People-Related Challenges
• 22:38 Navigating Change and Stakeholder Management
• 25:31 Lessons About Being a Successful Woman in Project Management
• 31:24 Thriving as a Working Parent
• 38:02 Interview Wrap Up
• 38:27 Andy Comments After the Interview
• 40:49 Outtakes

You can learn more about Tara at ArtemisFactor.com. The Personal Operating Profile (POP) service that Tara mentions is available at HelloLLUNA.com/MakeAPOP.

With the constant stream of AI news, it's sometimes hard to grasp how these advancements can benefit us as project managers and leaders in our day-to-day work. That's why I developed our e-learning course: AI Made Simple: A Practical Guide to Using AI in Your Everyday Work.

This self-guided course is designed for project managers and leaders aiming to harness AI's potential to enhance your work, streamline your workflow, and boost your productivity.

Go to ai.i-leadonline.com to learn more and join us. The feedback from the program has been fantastic. Take this opportunity to unlock the potential of AI for your team and projects.

Thank you for joining me for this episode of The People and Projects Podcast!

Talent Triangle: Ways of Working

The following music was used for this episode:

Music: Brooklyn Nights by Tim Kulig Free download: https://filmmusic.io/song/11192-brooklyn-nights License (CC BY 4.0): https://filmmusic.io/standard-license

Music: Quantum Sparks [Full version] by MusicLFiles Free download: https://filmmusic.io/song/10996-quantum-sparks-full-version License (CC BY 4.0): https://filmmusic.io/standard-license

In this episode, Andy Kaufman interviews Gil Broza about his new book, Deliver Better Results: How to Unlock Your Organization's Potential. They discuss the importance of systems thinking in value delivery and the six aspects of system fitness. Gil shares practical strategies for improving value delivery and emphasizes the significance of mindset over tactics. He also provides examples of successful transformations and offers resources available on the book's website.

• Value delivery should be viewed as a system, not a collection of practices.
• Systems thinking helps identify the cause and effect relationships within a value delivery system.
• Understanding the effects of choices and actions is crucial for making informed decisions.
• The Square model provides a framework for assessing system fitness and improving value delivery.
• Successful transformations require a sequential and incremental approach, focusing on mindset and values.
• Resources on the book's website offer additional support for implementing the strategies discussed.

• 00:00 Introduction
• 02:22 Start of Interview
• 03:18 Understanding the Value Delivery System
• 04:13 Key Ideas from Systems Thinking
• 07:05 Avoiding Oversimplification in Cause and Effect
• 08:03 Considering the Effects of Choices and Actions
• 10:30 Introducing the Square Model
• 11:55 The Six Aspects of System Fitness
• 13:50 The Backstory of the Square Model
• 19:04 Sequential and Incremental Strategies for Improvement
• 21:25 The Importance of Mindset in Change
• 22:52 Differentiating Values and Beliefs
• 25:16 The Significance of Mindset over Tactics
• 28:08 Helping People Navigate Change
• 29:47 The Role of Fear in Change
• 30:05 The Concept of 'Committed, but not Attached'
• 32:41 Case Study: Agile Transformation in a Startup
• 39:17 Andy Comments After the Interview
• 42:32 Outtakes

You can learn more about Gil and his book at DeliverBetterResultsBook.com. The free chapter that Gil mentioned is available at HeardOnPodcast.DeliverBetterResultsBook.com.

Do you know someone who is in college or maybe recently graduated?

My experience is there are a growing number of people who dread being asked the question, “So, what’s the plan?” When it comes to their career, they have no freaking idea!

I bring this up because we have a course entitled just that: No Freaking Idea: How to Navigate Career Uncertaity. It’s a career guide for people who don’t know what they want to do, and it has been so fun to hear the feedback on the course.

Whether it’s you who is wondering about next steps in your career or a son or daughter and you'd like to give them this as a gift, learn more by going to NoFreakingIdea.courses. Thanks!

Thank you for joining me for this episode of The People and Projects Podcast!

Talent Triangle: Ways of Working

The following music was used for this episode:

Music: Brooklyn Nights by Tim Kulig Free download: https://filmmusic.io/song/11192-brooklyn-nights License (CC BY 4.0): https://filmmusic.io/standard-license

Music: Quantum Sparks [Full version] by MusicLFiles Free download: https://filmmusic.io/song/10996-quantum-sparks-full-version License (CC BY 4.0): https://filmmusic.io/standard-license

In this episode, Andy interviews author Anne Morris about key concepts from her book Move Fast and Fix Things: The Trusted Leader's Guide to Solving Hard Problems. She emphasizes the importance of building trust and moving fast in change initiatives. Morris introduces the FIX Map, which illustrates the relationship between trust and speed. She also explores the significance of inclusion and the power of storytelling in driving successful change. Additionally, Morris addresses common misconceptions about speed and shares insights on applying Agile principles to change management.

• 00:00 Introduction
• 02:25 Start of Interview
• 02:44 Discussion on the Phrase 'Move Fast and Break Things'
• 04:18 Introduction to the FIX Map Model
• 12:30 The Trust Triangle
• 15:19 Looking at Change Through Different Eyes
• 21:10 The Role of Storytelling in Change Initiatives
• 26:10 Overcoming Skepticism and Maintaining Focus
• 27:26 The Dangers of Delay and the Need for Action
• 29:40 The Influence of Agile Principles in Leadership
• 34:04 The Intersection of Leadership and Parenting
• 35:57 Andy Comments After the Interview
• 39:26 Outtakes

You can learn more about Anne and her book at AnneAndFrances.com. And catch her TEDx Talk at https://www.ted.com/talks/anne_morriss_5_steps_to_fix_any_problem_at_work.

If you’d like more on this topic, check out my discussion with Anne's co-author Frances Frei in episode 294 where we talk about their book Unleashed.

If you're not actively using AI on a daily basis, you might just be missing out. Join us for our course AI Made Simple. It's specifically tuned to everyday use cases for project managers and leaders. Join other colleagues from around the world who have found it immensely helpful! Thanks!

Thank you for joining me for this episode of The People and Projects Podcast!

Talent Triangle: Power Skills

The following music was used for this episode:

Music: Summer Morning [Full version] by MusicLFiles Free download: https://filmmusic.io/song/11262-summer-morning-full-version License (CC BY 4.0): https://filmmusic.io/standard-license

Music: Fashion Corporate by Frank Schroeter Free download: https://filmmusic.io/song/11233-fashion-corporate License (CC BY 4.0): https://filmmusic.io/standard-license

In this episode, Andy Kaufman interviews Kayla McGuire, a seasoned project manager and coach who runs a boot camp to help people learn and prepare for becoming a freelancer. They discuss Kayla's journey to project management and freelancing, lessons in leading projects, practical tips for running projects, reasons for pursuing freelancing, common mistakes in freelancing, and the importance of mentors. Kayla also shares insights on using LinkedIn effectively and the value of continual learning and personal development. The episode concludes with information about Kayla's freelancer boot camp.

• Consider the possibility of freelancing or becoming an entrepreneur to experience more fulfillment and freedom in your career.
• Recognize patterns in team dynamics and use pattern recognition to lead teams through projects more effectively.
• Empower your teams to get the job done by having conversations about their goals, providing resources for learning and development, and building strong relationships through one-on-one meetings.
• When considering freelancing, focus your energy on building your network and finding clients rather than spending time on non-essential tasks like website design or office remodeling.

• 00:00 Andy's Introduction to the Episode
• 01:57 Start of Interview
• 02:09 Kayla's Path to Project Management and Freelancing
• 06:00 Lessons in Leading Projects
• 12:06 The Lure of Freelancing: Freedom and Autonomy
• 15:03 Common Mistakes When Starting Freelancing
• 17:07 Introducing the Freelancer Bootcamp
• 19:10 The Importance of Finding Your Niche
• 19:39 Leveraging LinkedIn for Success
• 24:18 Continual Learning and Personal Development
• 31:05 Balancing Work and Personal Life
• 32:56 Final Thoughts

You can learn more about Kayla and her boot camp at KaylaMcGuire.com. And connect with Kayla on LinkedIn at LinkedIn.com/in/KaylaMcGuire.

Do you know someone dealing with career uncertainty?

My experience is there are a growing number of people who dread being asked the question, “So, what’s the plan?” When it comes to their career, they have no freaking idea!

I bring this up because I want you to check out our new course entitled just that: No Freaking Idea: How to Navigate Career Uncertainty. It’s a career guide for people who don’t know what they want to do, and it has been so fun to hear the feedback on the course.

Whether you are wondering about the next steps in your career or it's a son or daughter and you'd like to give them a head start as a gift, learn more by going to NoFreakingIdea.courses. Thanks!

Thank you for joining me for this episode of The People and Projects Podcast!

Talent Triangle: Business Acumen

The following music was used for this episode:

Music: Tranceverse by Sascha Ende Website: https://filmmusic.io/song/5223-tranceverse License (CC BY 4.0): https://filmmusic.io/standard-license

Music: Tuesday by Sascha Ende Website: https://filmmusic.io/song/2992-tuesday License (CC BY 4.0): https://filmmusic.io/standard-license

In this in-depth discussion, Andy is joined by Eduardo Briceño, author of The Performance Paradox: Turning the Power of Mindset Into Action, to delve into the concepts of a growth mindset versus a fixed mindset. The conversation covers how these mindsets are not as binary or mutually exclusive as we may think, but rather can be found within us at different times and in different contexts. The theme of maintaining a balance between having a growth mindset, which holds the belief in the potential for change and improvement, and knowing when to lean into a fixed mindset, is explored. Eduardo advises on how to apply deliberate practice to improve performance and suggests viewing ourselves as evolving and changing.

• 00:00 Introduction
• 02:00 Start of Interview
• 02:09 Eduardo's Personal Journey and the Performance Paradox
• 04:29 Understanding the Performance Paradox
• 04:33 The Difference Between Learning and Performing
• 13:40 The Misconception of the 10,000 Hour Rule
• 16:51 Understanding the Growth Mindset
• 22:44 Applying Growth Mindset to Personal Goals
• 24:25 The Role of Identity in Growth Mindset
• 27:15 Creating a Learning Zone in Teams
• 32:23 Implementing Growth Mindset in Parenting
• 35:51 Andy's Comments About the Interview
• 40:00 Outtakes

You can learn more about Eduardo and his book at Briceno.com. And catch his TEDx Talk at https://www.ted.com/talks/eduardo_briceno_how_to_get_better_at_the_things_you_care_about.

If you’d like more on this topic, check out:

• Episode 202, Morten Hansen, Great at Work
• Episode 236, Amy Edmondson about her book on Psychological Safety
• Episode 240, Jim Detert, also about psychological safety

Do you know someone dealing with career uncertainty?

My experience is there are a growing number of people who dread being asked the question, “So, what’s the plan?” When it comes to their career, they have no freaking idea!

I bring this up because I want you to check out our new course entitled just that: No Freaking Idea: How to Navigate Career Uncertainty. It’s a career guide for people who don’t know what they want to do, and it has been so fun to hear the feedback on the course.

Whether you are wondering about the next steps in your career or it's a son or daughter and you'd like to give them a head start as a gift, learn more by going to NoFreakingIdea.courses. Thanks!

Thank you for joining me for this episode of The People and Projects Podcast!

Talent Triangle: Power Skills

The following music was used for this episode:

Music: Summer Morning [Full version] by MusicLFiles Free download: https://filmmusic.io/song/11262-summer-morning-full-version License (CC BY 4.0): https://filmmusic.io/standard-license

Music: Fashion Corporate by Frank Schroeter Free download: https://filmmusic.io/song/11233-fashion-corporate License (CC BY 4.0): https://filmmusic.io/standard-license

In this conversation, Andy Kaufman interviews Micah Solomon, author of the book Can Your Customer Service Do This? Create an Anticipatory Customer Experience that Builds Loyalty Forever. They discuss the importance of customer service and how it applies to project managers and leaders, not just people in hospitality or retail. They explore examples of good and bad customer service experiences, debunk myths about customer service, and provide strategies for improving customer service. They also discuss the concept of gold touch customer service and how it can be applied to internal customer service. The conversation concludes with insights on effective communication and developing a customer service mindset.

• Customer service is important in all industries, not just hospitality or retail.
• Examples of good and bad customer service can provide valuable insights for improving customer service.
• There are common myths and misunderstandings about customer service that need to be debunked.
• Gold touch customer service involves going above and beyond to provide exceptional service.
• Effective communication and a customer service mindset are key to delivering great customer service.

• 00:00 Andy's Intro to the Episode
• 02:40 Introduction to Micah Solomon and his book
• 04:46 Myths and Misunderstandings about Customer Service
• 06:12 Improving Customer Service
• 09:28 Gold Touch Customer Service
• 10:51 Internal Customer Service
• 13:44 Difference between Function and Purpose
• 18:19 The Service Recovery Paradox
• 20:15 Dealing with Customer Service Failures
• 21:21 Phrasing and Language in Customer Service
• 25:02 Developing a Customer Service Mindset
• 27:00 Andy's Summary of Key Takeaways
• 32:03 Outtakes

You can learn more about Micah and his book at MicahSolomon.com.

Do you know someone who is in college or maybe recently graduated?

My experience is there are a growing number of people who dread being asked the question, “So, what’s the plan?” When it comes to their career, they have no freaking idea!

I bring this up because I want you to check out our new course entitled just that: No Freaking Idea: How to Navigate Career Uncertainty. It’s a career guide for people who don’t know what they want to do, and it has been so fun to hear the feedback on the course.

Whether you are wondering about the next steps in your career or it's a son or daughter and you'd like to give them a head start as a gift, learn more by going to NoFreakingIdea.courses. Thanks!

Thank you for joining me for this episode of The People and Projects Podcast!

Talent Triangle: Power Skills

The following music was used for this episode:

Music: The Fantastical Ferret by Tim Kulig Free download: https://filmmusic.io/song/12070-the-fantastical-ferret License (CC BY 4.0): https://filmmusic.io/standard-license

Music: Fashion Corporate by Frank Schroeter Free download: https://filmmusic.io/song/11233-fashion-corporate License (CC BY 4.0): https://filmmusic.io/standard-license