You expect service, no matter how it gets done, and when it meets your expectations you are satisfied. But what happens when there are mistakes?
Most people understand that mistakes happen, and companies usually have a chance to redeem themselves. Even so, service failures seem to abound that leave a bad taste and weaken or destroy reputations.
At a recent meeting of the Building Champions coaches, we were reflecting on things from our past that made us better.
My mind went to something I had never shared with anyone before, about a huge mistake I made that thankfully had a long-term positive impact on me. I was a sophomore in my first high school football game. I can still remember that moment when the coach looked at me. Since then I have always tried to be ready and keep my head up.
Leadership wisdom can be found in many places. And sometimes, it is the simplest of ideas that can make a huge difference.
This was underscored in a recent Monday Night Football game between the Baltimore Ravens and Jacksonville Jaguars. The game was unremarkable for the most part, but there was an interview that caught my attention. Commentator and former coach Jon Gruden asked Ravens linebacker Ray Lewis about leadership.
To say there is much going in business today would be an understatement. In many ways some of this would be amusing if it wasn’t so serious.
Take, for example, all the hearings going on in Washington, DC. This is important stuff – or at least some of it is anyway! Our economy is “in the toilet” (or “struggling” if you prefer). Congress is searching for answers.
American Banker (a publication that is not known for humor) in reporting on a Congressional hearing stated, “Perhaps it was appropriate that a panel of professors testified Tuesday about how to reform the U.S. mortgage system since Capital Hill’s approach is increasingly beginning to resemble an academic exercise.”
There is nothing wrong with professors, attorneys, or consultants. But why not ask the people really involved in the activity?
Jerry Baker began his career in the management development program at Ford Motor Company, later became a manager of budgets and analysis for Northrop Corporation, then furthered his management development as Deputy Director for the California Department of Commerce when Ronald Reagan was Governor.
He advanced through senior management ranks at Countrywide Financial, becoming Managing Director. He then became Chairman, President and Chief Executive Officer of Fleet Mortgage Group, a public company. Jerry joined First Horizon in 1998, holding several senior executive positions before becoming President and CEO of First Horizon National Corporation and First Tennessee Bank.
As a member of the Board of Directors Jerry helped to refocus, develop, recruit and lead the company through a tumultuous period. Under his leadership the company had nearly 10 years of double digit growth in returns.