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Magic in the Room #91: The Fundamentals of Service

March 1, 2022
Every industry requires service. In this episode of Magic in the Room, Luke, Hannah, and Chris discuss how to deliver outstanding customer service by developing high trust relationships, being responsive, and providing quality. Focusing on the Big Six of Clean, Safe, Comfortable, Fun, Fast, and Friendly in many industries will ensure customer satisfaction.

Listen now on your favorite platform!


Research in this episode:
  • The bounds of service and the Service Profit Chain (PDF)

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Magic in the Room #188: Activating Shared Values at the Citizen Potawatomi Nation with Guests Kelley Francen and April Carter

By Sarah Whitfield • December 16, 2024
In today’s episode of Magic in the Room, Chris and Luke sit down with Kelley Francen and April Carter to discuss leadership development at the Citizen Potawatomi Nation. Kelley and April developed a unique program that integrates the traditional cultural teachings of the Citizen Potawatomi Nation into leadership development. The goal of this program was to make sure that the values of the community are activated by the leaders. Even if you do not work in a Tribal setting, there are valuable lessons in this episode about you can develop leaders who live the organizations values.

Magic in the Room #187: Wrapping Up Lead a Team

November 7, 2024
Today we wrap up season five of Magic in the Room! This season has focused on the skills that people need when leading a team. The good news is that these skills can be learned, if we are intentional. In this episode, Hannah, Chris, and Luke share their biggest takeaway from the season, and share some advice for every leader. 
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