35 min

096: How to Discover Your Purpose and Develop Your Leader Within with Don Frericks Navigating the Customer Experience

    • Entrepreneurship

Don Frericks knows the exhilaration of working with a good leader and the unrelenting pain of working for a bad one. In over 30 years of corporate leadership and coaching experience, he has developed the reputation as on outstanding leader, a passionate advocate for personal and corporate change, and a well-loved personal leadership coach for various Fortune 2000 organizations and industries.
Questions
Could you share with us a little bit about your journey, just tell us how it is that you’ve really got into this leadership path, were you put into it by accident, did it happen by chance or is this something that was a passion for you from you were a young person? Could you share with us maybe two or three character traits that you think leaders need to have, especially now. So, what are those two or three qualities that leaders need to have to ensure that during this time they're still maintaining a high level of customer centricity internally and externally? How do you stay motivated every day? Can you share with us what's the one online resource tool, website, or app that you couldn't live without in your own business? Are there any other books that have had a great impact on you? Maybe a book you read recently, or even a book you read a very long time ago that has still had a great impact on you? Could you share with us what's one thing that's going on in your life right now that you're either really excited about something, maybe that you're working on to develop yourself or your people? Where can listeners find you online? Could you share with us a quote or a saying that during times of adversity or challenge, you'll tend to revert to this quote because it kind of helps to keep you refocused.  
Highlights
 
Don shared that he loves it because it's not a normal path. He actually had three wonderful experiences working for tremendous leaders, people that just were inspiring that you wanted to follow them because they were so good with people and they helped you be the best that you could be. And what was interesting in each one of those occurrences, they were the one that hired him, but they were gone in his experience six months later. And it was so abrupt and so quick that it was a bit shocking. And the next leader that came in behind them was not as good.
 
And in fact, in a few cases, they were horrible; the kind of people you would say would be the bad bosses of the world. And it was such a night and day difference. It shocked him to his very core and he noticed his own behaviour, his own performance slipped. He noticed that he didn't like it; he wasn't engaged like he used to be. He worked at a very high level, he puts a lot of energy and heart into his work and he wasn't doing that with these other bosses. So, he really felt like there's something about great leadership and how it has a huge impact on other people.
 
And after that experience and through those experiences, he started studying tremendous leadership and extraordinary leadership and what the difference is between good and extraordinary and why it makes a huge difference on businesses.
 
Me: So it's definitely been in your core, in your DNA from very early. Now, I see here on your bio also that you’re the author of the book, Best Boss Ever: The 5 Steps to rapidly develop yourself into the leader everyone wants to follow. And this podcast is called Navigating the Customer Experience as you know. One of the things I've found in the years of being a customer service trainer is that leadership is very critical in customer experience because if the leaders are not on board with delivering a quality experience both internally, because it starts from within, and then of course it flows over into the external, you're going to have a lot of challenges in the organization.
 
Don agree that Yanique is right on track with thinking how dyna

Don Frericks knows the exhilaration of working with a good leader and the unrelenting pain of working for a bad one. In over 30 years of corporate leadership and coaching experience, he has developed the reputation as on outstanding leader, a passionate advocate for personal and corporate change, and a well-loved personal leadership coach for various Fortune 2000 organizations and industries.
Questions
Could you share with us a little bit about your journey, just tell us how it is that you’ve really got into this leadership path, were you put into it by accident, did it happen by chance or is this something that was a passion for you from you were a young person? Could you share with us maybe two or three character traits that you think leaders need to have, especially now. So, what are those two or three qualities that leaders need to have to ensure that during this time they're still maintaining a high level of customer centricity internally and externally? How do you stay motivated every day? Can you share with us what's the one online resource tool, website, or app that you couldn't live without in your own business? Are there any other books that have had a great impact on you? Maybe a book you read recently, or even a book you read a very long time ago that has still had a great impact on you? Could you share with us what's one thing that's going on in your life right now that you're either really excited about something, maybe that you're working on to develop yourself or your people? Where can listeners find you online? Could you share with us a quote or a saying that during times of adversity or challenge, you'll tend to revert to this quote because it kind of helps to keep you refocused.  
Highlights
 
Don shared that he loves it because it's not a normal path. He actually had three wonderful experiences working for tremendous leaders, people that just were inspiring that you wanted to follow them because they were so good with people and they helped you be the best that you could be. And what was interesting in each one of those occurrences, they were the one that hired him, but they were gone in his experience six months later. And it was so abrupt and so quick that it was a bit shocking. And the next leader that came in behind them was not as good.
 
And in fact, in a few cases, they were horrible; the kind of people you would say would be the bad bosses of the world. And it was such a night and day difference. It shocked him to his very core and he noticed his own behaviour, his own performance slipped. He noticed that he didn't like it; he wasn't engaged like he used to be. He worked at a very high level, he puts a lot of energy and heart into his work and he wasn't doing that with these other bosses. So, he really felt like there's something about great leadership and how it has a huge impact on other people.
 
And after that experience and through those experiences, he started studying tremendous leadership and extraordinary leadership and what the difference is between good and extraordinary and why it makes a huge difference on businesses.
 
Me: So it's definitely been in your core, in your DNA from very early. Now, I see here on your bio also that you’re the author of the book, Best Boss Ever: The 5 Steps to rapidly develop yourself into the leader everyone wants to follow. And this podcast is called Navigating the Customer Experience as you know. One of the things I've found in the years of being a customer service trainer is that leadership is very critical in customer experience because if the leaders are not on board with delivering a quality experience both internally, because it starts from within, and then of course it flows over into the external, you're going to have a lot of challenges in the organization.
 
Don agree that Yanique is right on track with thinking how dyna

35 min