Consider the story of two stonemasons. You walk up to the first stonemason and ask, “Do you like your job?” He looks up at you and replies, “I’ve been building this wall for as long as I can remember. The work is monotonous. I work in the scorching hot sun all day. The stones are heavy and lifting them day after day can be backbreaking. I’m not even sure if this project will be completed in my lifetime. But it’s a job. It pays the bills.” You thank him for his time and walk on.
About thirty feet away you walk up to a second stonemason. You ask him the same question, “Do you like your job?” He looks up and replies, “I love my job. I’m building a cathedral. Sure, I’ve been working on this wall for as long as I can remember and yes, the work is sometimes monotonous. I work in the scorching hot sun all day. The stones are heavy and lifting them day after day can be backbreaking. I’m not even sure if this project will be completed in my lifetime. But I’m building a cathedral.”
– Original author Unknown, retold by Simon Sinek in Start With Why
I engineer monumental and awe-inspiring customer experiences; I build cathedrals.
I get to wake up each day envisioning how I can inspire companies to create environments, journeys, and actions that help make their customers more successful. I believe wildly successful companies start with successful customers and associates. Through strong values, discipline, and sharp customer focus, I build awe-inspiring experiences resulting in worldwide leading customer experience scoring, Net Promoter Scores, Customer Satisfaction, and company profitability. I see a company’s associates as their customers, and have a proven record of creating and motivating high performing teams to exceed both personal and organizational objectives. I have shared my skills and competencies across a variety of industries, including by not limited to, Financial Services, Luxury Retail, and Marketing Technology, and have led all to award winning success.
- Principal and Owner of The Pace of Service
- President and Board Member of NorthEast Contact Center Forum www.neccf.org
- Previously with Constant Contact, Capital One Financial, and Tiffany & Co.
- Jersey boy living in New England
- Movember Man
- Nationally recognized speaker on Customer Service, Social Business, and Culture