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Gregg Ward is the CEO of the Gregg Ward Group, a management consulting, training, and coaching firm that focuses on helping leaders develop their Respectful Leadership, Emotional Intelligence, and Executive Presence skills. For over 25 years, Gregg has worked with Fortune 100 and 500 organizations around the world to inspire respect and leadership, emphasizing the measurable, bottom-line benefits they bring to leaders and their organizations. Gregg is also the Founder & Executive Director of the non-profit Center for Respectful Leadership.

After graduating from Boston University and working as a theatre professional around the U.S., Gregg started his career in the 1980s as a specialist trainer for the New York City Police Department. Collaborating with a team of experts, he developed a powerful experiential learning program for police officers based on Live Theatre Training techniques and the performance, improv, and facilitation skills that Gregg was incorporating into his onstage performances. This program was considered a huge success by NYPD’s leadership and was featured in major media including The New York Times and CNN.

Since then, Gregg has developed, delivered, and facilitated thousands of keynote addresses, experiential learning programs, and executive coaching sessions for a wide range of global clients including ADP, Booz Allen Hamilton, Bristol-Myers Squibb, Harley-Davidson, InterContinental Hotels Group, Kaiser Permanente, Kraft Foods, Novartis, Qualcomm, Raytheon, Siemens, the University of California, the US Navy, and Warner Brothers Studios. A former journalist on assignment throughout Europe for BBC Radio, Scotland on Sunday, and other UK media, Gregg is also the author of the best-selling, award-winning business book The Respectful Leader.

What Expert Authority World™ is saying about the show:

  • If you are a wanna be entrepreneur look no further!
    by Elisa Di Napoli from United Kingdom

    Great podcast full of interesting insights. The host is engaging and thoughtful and I can say I have enjoyed listening to each episode!

  • Amazing Interviews not to miss!!!
    by Jbower1282 from United States

    Consistantly uniques interviews or amazing people really making it happen.

  • Mario is a great host with great questions!
    by alexdesigns from United States

    Take a few minutes out of your day to listen to Mario. He is a super smart guy and I love the questions he asks his guests.

  • A great podcast for dreamers and do-ers!
    by Chiquita2727 from United States

    Lots of great information and inspiration for anyone who wants to turn dreams into reality. Mario brings a lot of spot-on information to this podcast.

  • Great Show
    by Palminchen from London from United Kingdom

    Love the broad selection of topics for inner

  • Amazing inspirational stories
    by colas_18 from United Kingdom

    This podcast is so good. The stories from the people sharing their stories about their struggles in life and how they overcame these struggles is just inspirational and helped me push harder when things get tough. Keep up the good work with these amazing interviews Mario.

  • Fantastic
    by sttoggyigctdrvy from United States

    Mario goes above & beyond on his show. Lots of great information for his listeners!

  • Top Learning
    by BLNT PPTT from Hungary

    Love hearing these great interviews with a great host. Keep up the good work!

  • Mario inspires!
    by Fatherof10yrold from United States

    These interviews are fantastic. Mario inspires with great questions that draw out great answers from his guests!

  • Expert authority!
    by Tara Williams Phone from United States

    Mario shares some amazing people on this podcast and they have some gold to share!

  • Great show!
    by Karen @ Interview Valet from United States

    Mario is an awesome podcast host! I love the FB Live interviews and the opportunity for listeners to engage in real time. The audio and video quality is spot on every time. Be sure to subscribe so you don't miss anything! You won't be sorry.

  • A Podcasters Inspiration!
    by JamieKullman from United States

    Mario has so much insight and delivers such incredible value through his show. I just started listening, but I've already learned so much from him and his wonderful interviews. Keep up the awesome work!!

  • Quality professionalism
    by VirtForce from United States

    I can’t say enough about how pristine and professional Mario is in his interviews. He truly wants his guests to have the best experience and recording possible. And not to mention he is fun and knows how to put people at ease in front of the camera.

  • How to conquer your limiting beliefs
    by Dave4syth from United States

    Listen to episode 103 an dlearn how to overcome your limiting beliefs. Great advice.

  • I can’t believe how much I learned in just one episode
    by AwesomeMontana from United States

    Mario is knowledgeable, curious and able to bring great guests that deliver value that every business needs to understand! Outstanding podcast!

  • Great content!
    by Cory Lee Leadership from United States

    Mario does a great job of providing relevant information and bringing on guests to share their expertise in a variety of fields. Highly recommend his podcast!

  • Fascinating interviews
    by Bill Ringle from United States

    Mario brings on accomplished guests and draws out their expertise and stories in a way that leaves me on the edge of my seat. Keep up the great work, Mario!

  • Love It!
    by Laura Moreno Cabanillas from India

    Loving this podcasts, an entrepreneur I really appreciate the energy and passion being shared to help us grow our business. Keep up the great work.

  • Boost my Amazon sales!
    by SurvivalDad from United States

    I tap Amazon as one of my sales channels and your interview with John Ghiorso was an eye-opener. Ignore at your own peril!

  • Love It!
    by LauraMore from United States

    I loved the Memorial Day episode, Mario! Thanks so much for creating this awesome podcast!

  • Flawless interview style
    by GninraeL14 from United States

    Mario makes everyone appear even more interesting to me. Great format and style!

  • Come here for value
    by Joshua User 202! from Canada

    Really appreciated this podcast for the raw, genuine interviews. Love it!

  • Crisp and interesting interviews
    by Joel Goobich from United States

    As someone who created one of the first podcasts dedicated to video marketing, I was very impressed by your recent episode about using video. Your interview style is crisp and interesting

  • If you are in business, this podcast needs to be on your playlist.
    by Macstephen1 from United States

    Mario has a great conversational style that helps his guests shine. This show is a must if you have an entrepreneurial spirit. It provides thought provoking content that will help any businessperson in their quest for success.

  • New Subscriber here and on your YouTube Channel
    by Angela Brown Oberer from United States

    Wow Mario you have a real knack for interviewing. You ask great questions and have a fun way of keeping the conversations lively and interesting. After listening to your episode with Owen Video I subscribed to your podcast and then I hunted you down on YouTube. High Five and great job!

  • Very Professional & Engaging Show!
    by Mitche Graf from United States

    Mario is extremely engaging and can hold your attention, and is a great interviewer! He has some great guests that really get into the details of running a successful business. Keep up the great work Mario!

  • Great Content
    by Pilar S. from United States

    Excellent! LOTS of advice from experts. The most recent episode talks about speaking–a must-listen for anyone who presents or is thinking about presenting.

  • Great content!
    by @Mentally_Strong from United States

    I really enjoy your podcast each time I listen. The content helps any entreprenur level up with they do. Keep it up and thanks for each episode.

  • Professional and Informative
    by Bruce at Mindfulness Mode from Canada

    Mario Fachini is an excellent interviewer and has terrific guests on the show. I highly recommend this podcast.

  • Great Podcast
    by Amber Fuhriman from United States

    I love the topic of this podcast. The episode with Tod Lindsay is super super helpful!!

  • Great find!
    by Reed Stiles from United States

    Great message and content. Stumbled upon this due to the cool logo, stayed for the content.

  • Great show and great host!
    by Laurapowers44 from United States

    Love what Mario offers! So glad he is doing his show and providing all this helpful info! Keep them coming!

  • Walks the walk
    by Me15463 from United States

    Mario encapsulates everything he talks about on the show. Be sure to tune in to this!

  • Honest and authentic
    by Deano3622 from United Kingdom

    Wow, just come across this podcast. Mario is such an awesome guy. He comes across so honest and genuine. Loved the content. I honestly don’t know where you find the time?! Keep it up Mario, love how honest and real you are!

  • Great and insightful!
    by Karty12345 from Australia

    I really enjoyed this podcast, so much relevant content. Thank you!

  • So much Value..!
    by Alex Dali Rizo from United States

    Great content, I really recommend this to any Entrepreneur looking to excel in their path, Mario brings topic experts to teach and inspire your day

  • Inspirational Intentional Information
    by 10Kforte from United States

    This podcast shares the stories from people that are doing whatever it takes to rise up and help others along the way. “What Are You Made Of” is one of the many messages shared on the podcast. There are so many takeaways that are applicable to anyone. I really enjoyed listening.

  • Wow!
    by Tyscoaching from Australia

    Just listened to the 'rescue site AED Program' episode! If you love epic stories and inspirational people, this is the podcast for you!

  • Motivation on Tap
    by AnthonyPGarcia from United States

    Mario brings on some of the most impactful entrepreneurs to hear from. He dives into the key performance factors of their business. He extracts information very well and keeps the show flowing very smoothly. Definitely a show to subscribe to!

  • Starting a Movement
    by JustMe2say from United States

    There are many areas of business and entrepreneurs have an opporunity to gain some insight with this podcast. Excellent interviews!

  • Great Podcast For Entrepreneurs!
    by The Big Game Hunter from United States

    Full of knowledgeable guests and useful information that will help you accomplish your goals in business and in life!

  • Mario Truly Care About His Guests
    by Podcast Junkies from United States

    Having met Mario and spent time with him at Podfest I can truly say that he is passionate about his show. He’s genuine and that clearly comes through in his own story and what he brings to every interview.

  • Put your thinking cap on!
    by Cliff Duvernois from United States

    This is probably one of the most information dense podcasts I’ve listened to in many moons. Each episode could easily be expanded out into 2 or 3 hours. Mario does a great job of asking the right questions to get his guests to reveal great tips, tricks and advice. Sure a lot of information can be applied to an entrepreneur but I found a lot of advice applicable to my personal life. This podcast is definitely worth my time to listen to and I’m looking forward to more episodes to come. Great job!

  • Relavant for anyone!
    by HarloB from United States

    I really enjoy Mario and his shows. The Stress and Anger in the Workplace episode was great because it cut to the chase of all the issues around this topic. Great interview!

  • Mario nails it!
    by Mickiezada from United States

    I've listened to Mario for a long time...his podcast is well produced, his guests are influencers and authentic authority, and chock full of insights and inspiration for entrepreneurs. Love it!

  • Mario is the real deal
    by jamesnewcomb.io from United States

    I’ve known Mario personally and professionally for over a year now. He is genuinely interested in helping people succeed, and consistently over delivers in his interactions and valuable advice with fellow entrepreneurs, podcasters, what have you. In this era of showmen who “give value” only if they think they’ll get something in return, Mario stands out as a man among men. Listen to his show and learn what true leadership and value in the marketplace mean.

  • Listening On My Entrepreneurial Journey
    by FromLisa2 from United States

    I was surprised when I stumbled over the servant leadership that shows up in these episodes. It's collaborative. It's focused on relationships with clients versus transactions. I especially enjoyed the episode on getting clients without "selling" because it's more about genuine relationship building.

  • A Gift
    by Lisa Vogt from United States

    Mario uses all his talents, gifts and abilities to produce this life affirming show. It's incredible that we are able to grow our abilities and develop our talents and gifts just through subscribing and listening. Thank you Mario!

  • This show is ON FIRE!
    by tibor.mindsethorizon from United States

    Love your show Mario! Your niche is close to mine but I focus more on mindset and manifestation in a business setting. I tuned into episode #103 with Karen Brown which is dope! Keep up the great work!

  • Entrepreneur Must Listen
    by HWoodwriter from United States

    If you’re an entrepreneur this is a must listen show. So many inside tips and thought processes behind moving your business forward. Mario does a great job with the guests by asking the right questions at the right time. He and his guests give the information you need to grow your business and leadership skills.

  • What a show!!
    by CWLuecke from United States

    Man, do I love interviews with world-changers! Mario does an excellent job gathering the cream of the crop for his show and giving insightful interviews. Check it out!

  • Loved it!
    by Seodrigo from United States

    This interview was very enjoyable. Mario brought on a wise guest by the name of Michael Lauria. I loved the interview and Michael's perspective on the topic. He had wonderful insights and around min 31, he hit something very profound. Excited to share what I learned today with others. Way to go!

  • Great listen
    by trinity3712 from United States

    Good listen. Great range of guests and topics. Something here is you keep listening will help you in many areas of life and leadership b

  • Great Knowledge!
    by Jon Vroman FRD from United States

    Great show Mario! So much valuable information in one episode!

  • Excellent show, very imformative!
    by Shaolin Soprano from United States

    Mario loving the podcast bro, great content, immense value. Enjoying these interviews!!!

  • Helpful Information!
    by The Medicare Nation from United States

    Love the valuable information on these episodes! Lots of tips & tricks for every Entrepreneur to use. Kudos Mario! Diane Daniels Host of Medicare Nation

  • Love Mario’s Attitude
    by marisaimon from United States

    Mario’s heart shines through his interviews, making these fun and positive, and the people he brings on offer such a wealth of knowledge.

  • Lots of Great Info!
    by DarlajPowell from United States

    Mario provides lots of great info and advice in this 7 day a week show.

  • Great Content!
    by LanceJohnson_ from United States

    Mario does a great job of share valuable information that every entrepreneur could use and apply to their journey. Great work! 🙂

  • Important information!
    by Allmenow from United States

    Very engaging information. Mario draws out experiences and knowledge from his guests. Loved the show!

  • Difference-Maker
    by Unlimited Beliefs from United States

    Mario is a master at bringing out, shining a light on, and internalizing the difference-making mindset. His knowledge and experience and mission enable him to synthesize information into diamonds for all of us! What you want is accessible by taking in this show!

  • Excellent Information
    by Stallion golf from United States

    Great advice and information with a wonderful blend of topics! Loved the episode with the british healthcare professional and the ideas shared on how to make the industry better.

  • Motivating and valuable information
    by Calvin Javier from United States

    Great insight on mindset from business leaders and entrepreneurs making things happen. Definitely worth your attention. Will be listening and learning more!

  • Good information
    by FIRE NATION! from United States

    Engaging interview with a british health pro, I was surprised to hear the similarties and the application she has for making healthcare better

  • Greatness
    by MiaSportFanatic from United States

    Have had the chance to listen to one show so far but man, we should be paying for this information. Lots of greatness. Thanks for the heart to serve.

  • Listen to the experts - and thrive!
    by The Marketing Book Podcast from United States

    There's a lot of advice out there these days but, sadly, a lot (and I mean a LOT) of is from people with little to no expertise. That's not the case with this gem of a show. Listen to what the experts say and profit from the experience!

  • Show is amazing!
    by BestMorningRoutineEver from United States

    I love learning about mindset and how to master my thoughts. This show provide the tools!

  • Great show!
    by Jefferson_79 from United States

    Great information for all businesses.

  • Good value!
    by Audrey purplele from United States

    Great information that applies to any business! I really felt he provided value for my time.

  • Interesting Topic
    by Real Estate Journeys Podcast from United States

    Interesting topic. Great interviews. Keep up the hard work!

  • Helpful Advice from Experts
    by ichuck2 from United States

    Mario talks to experts in a wide range of subject matters and asks good questions to pull out helpful advice.

  • What a great show!
    by Christopher List from United States

    Mario really brings out the best in his guests. The police dog trainer had such a great story. Can’t wait to hear more!

  • Great!!!
    by tommye w-c from United States

    Great podcast, awesome guests, incredible host!!!

  • Fun & informative
    by Saoirse Sky from United States

    Some people want something fun, others want something informative. This podcast gives you both!

  • Great show!
    by CJThomas6 from United States

    Very inspirational show! Appreciate the advice and thoughts shared by the host and his guests!

  • Great podcast
    by Rosie81200 from United States

    Great podcast! Love hearing about the guests’ journeys and what they learned from them.

  • Never Stop Learning!
    by Terri in Fairhope from United States

    Tune in to this great podcast and host! You're probably really good at what you do (top of your game...an Expert Authority), but there is always more to learn...streamline processes and gain more freedom in your life. It's not always about the bottom line. This one is worth a listen!

  • Amazing!
    by KatieHBrooks from United States

    If you're looking for inspiration, tune in to listen to Mario and his top notch guests. I find that I am always much more motivated after listening to an episode of Expert Authority Effect!

  • Wonderful show!
    by @IV-Heather Tieben from United States

    Mario is a great host & puts on a wonderful show. The quality of his interview guests and entire production is impeccable, I couldn't recommend Expert Authority Effect more!

  • You Will Not Be Disappointed!
    by Composer 1853 from United States

    Mario does such a great job of engaging his guests from several different disciplines.

  • The hardest working man in Podcasting
    by EOFire.com from United States

    Mario brings the HEAT with real energy and FIRE...don't miss the meteoric rise of this show! ~ John Lee Dumas

  • Great interviews and guests!
    by Mel Good Karma from United States

    Thanks for hosting such great interview guests. Look forward to hearing more and kudos on so many a week and also videos!

  • Fantastic
    by Jason A. Duprat from United States

    Awesome podcast, going to be adding this one to my list. Interesting topics with great interviews, good sound quality.

  • Enjoying!
    by Slordan from United Kingdom

    Enjoy listening to Mario and how he opens up the conversations to ensure it’s as relevant to us as listeners!

  • Nice variety and interesting topics
    by emjgreen from United States

    Love the variety of topics presented here on this show. Looking forward to listening to more of Mario's show.

  • Great Content! Great Interviews!
    by No BS Mompreneur from United States

    Wow! Really enjoy listening to all these fabulous expert authorities!! Lots of valuable take aways that I can implement into my life. I will continue to listen and share with others!! A+++

  • A great addition to build authority and create an impact
    by Cloris Kylie from United States

    A great addition to build authority and create an impact. Also, a different twist on the topic. Engaging. 5 stars!

  • Filled with motivation and ideas
    by Thomas O'Grady, PhD from United States

    Mario does a great job interviewing and pulling the stories behind people's stories or success. Good pleasant listen. If you are in a journey of your own, these episodes will give some things to bring into your on life.

  • spartancv
    by spartancv from United States

    Great job following your passion, your purpose and creating this podcast to help serve others! Keep up the excellent work.

  • This podcast is the bomb
    by Posturedoc from United States

    Mario always crushed it, and this podcast is another example of his amazing insights and knowledge!! Great work.

  • Wow - love the video show.
    by Thehighenergygirl from United States

    Thank you for the encouragement and tips on how to succeed on video and the repurposing idea.

  • Motivating and Inspiring!
    by KatyJoyWells from United States

    Mario brings such enthusiasm to his shows and his content is fantastic. I’m always learning new things to implement or new ways to grow, thanks Mario!

  • What a great show!
    by Gene_HPLN from United States

    Awesome podcast! Mario brings great topic, great guests, and it is very easy to listen to. I definitely recommend for anybody interested in business success!

  • It's great
    by Ian Ryan from United States

    Just had a chance to check out your most recent episode appreciate the great insight! Great delivery from the host & can’t wait to dig into future content.

  • Love it!
    by Brendan @ Entrepreneurs&Coffee from United States

    I love that this interview podcast doesn't feature the same old folks that everybody has on their show. Keep it up, Mario!

  • Amazing!!!!
    by Lindsey Russo from United States

    This show is so impactful! Hearing from the experts and how they take authority in their space is so amazing. Looking forward to more episodes!

  • Learned what I didin't even know I needed
    by Camilla-Jean from United States

    Great info. I love the Q episode because I get just quic interst snippets that may get me thinking about where my business might go.

  • Fabulous Interviews!
    by Life&RelationshipCoach from United States

    Mario does a fantastic job interviewing really interesting and successful business people who explain how they got to where they are - tips you won't want to miss when your trying to grow your business! Keep up the great work Mario! Coach Riana Milne

  • A+ Show
    by Gisele_Oliveira from United States

    I love this show. It's so entertaining and I learn a lot from the interviews. I highly recommend this show if you want to level up his game as an authority.

  • Inspiration, transformation, success stories!
    by Chabo101 from United States

    The title of this review should just be enough but it is just more than that. Its life lessons, its listening to personal struggles and how they over came those struggles. Love to hear from people that change the world through their struggle and the lessons that i learn from them are just more than amazing. I love this.

  • Great interviews!
    by AlyciaDarby.com PodcastManager from United States

    These interviews are well done and his guests are prepared to give really specific insights and stratagies... great podcast, Mario!!

  • Inspiring story of courage
    by StrongHeart<3 from United States

    I love that she found gratitude in her circumstances. lorie is an inspiration

  • Powerful!
    by The Food Heals Podcast from United States

    Mario's interviews cover a variety of topics and provide great value in all areas of your life! Episode 15 discusses how change is temporary and transformation is permanent which was really powerful for me. I love this message! Thank you!

  • Great content!
    by Blakeob85 from United States

    Great answers to common questions many entrepreneurs have! Thanks Mario for sharing your and your guests' insight!

  • Real Actionable Tactics!
    by MattBMaverick from United States

    What I like about Mario's podcast is that he pulls out actionable tactics from his guests that we, the listeners, can actually use. Great show!

  • Great Listen!
    by Real Estate Investor from United States

    Mario and his guests provide useful techniques to succeed in any business venture. The interview style promotes learning through real life examples of his guests. Great listen!

  • Great interviews!
    by Matt B 1818 from United States

    Love hearing these interviews and learning from people who are top in their industry. Mario is a great host and is not afraid to share his emotion!

  • Love it
    by Duffash from United States

    I love hearing interviews of successful business women and taking away what I can learn from their journey. Mario is a great host! I have enjoyed what I have learned so far. Congrats on the launch of your new podcast!

  • Strong, professional, enthusiastic!
    by pm legs from Canada

    If you're looking for an interviewer who's going to take you to investigative places to help you be your best you, through your professional life, you'll love listening to Mario!

Watch The Episode

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Resources Mentioned

Business Book Checklist
Expert Authority Checklist

Books Mentioned

• The Respectful Leader, Seven Ways To Influence Without Intimidation | Gregg Ward

• Five Dysfunctions of a Team | Patrick Lencioni

People Mentioned

• Dr. Tony Alessandra

• Michael Scott

• Willy Wonka

• Horst Schulze

3+ Expert Authority Insights™ To Apply Now

  • Respect, it’s much more in your gut. It’s in your heart.
  • There is no short answer as to how soon can you repair a relationship that’s broken because of disrespect.
  • Respect is a critical player in performance, collaboration, partnership, and productivity.
  • Hire really smart people who are much better at stuff that you don’t know how to do.

Sponsors

• Acorns: To learn how Acorns simple & easy investment account will help you create a compound interest snowball, visit: EAInterviews.com/Acorns !

Wheel of Whatever™

[43:24] Wheel of Whatever Who is someone you haven’t worked with that you know needs it?

What You’ll Learn In This Episode

**Click the time stamp to jump directly to that point in the episode.**

[0:46] We thank our sponsor, Acorns

[1:29] What is respect

  • It’s at the core of who we are
  • Respect is not so much a cognitive thing that you think about
  • It’s in the feelings that you have, when people treat you in a way that you consider respectful

[2:48] The problem is not everybody wants to be treated the same way

  • Golden Rule, you know, do unto others as you would have them do unto you
  • Platinum Rule, do unto others as they would have you do unto them
  • Have both rules work together

[4:15] Gunnysacking

  • It’s an old burlap sack. You can’t see it, but I carry it on my shoulder.
  • Most of us let things go. We put them in the sack. 
  • And then we blow up when it’s way too late to fix it.

[7:06] What to do if disrespected

  • We have to make an effort to try to convey that in a way that is respectful
  • We never want to respond to disrespect with disrespect
  • Find a way to talk with that person in a way that they will hear us
  • They didn’t even know they were being disrespectful and it was totally unintentional

[7:06] What happens if a CEO is disrespectful

  • Mirrored by everyone else underneath the organization
  • You have a toxic work culture
  • Your customers are going to feel that

[15:54] What leaders should do

  • Hire really smart people who are much better at stuff that you don’t know how to do
  • Make the environment so contagiously helpful and supportive

[17:14] If you’re not in the office, you’re not working mindset

  • Treat them with respect in the way that they want to be treated
  • Some people do really well sitting in a coffee shop doing their work
  • Hold them accountable to what the expectation is of performance
  • If they don’t perform, you adjust and you make sure they know what they have to do

[19:30] Founder syndrome.

  • We’re going to do it my way
  • Wedded to the way they did it.
  • They’re unable to change and hand off the responsibility for things to other people
  • People in legacy positions that they didn’t want to go anywhere
  • They didn’t want to be shifted around
  • They resist and they get angry

[22:10] What happens if respect is not set up

  • You’re not going to be keeping employees too long
  • Employees are never going to come
  • Employees will think they can do it better somewhere else

[24:08] What to respect in colleagues

  • Their knowledge and experience that they bring to the job
  • Their talents and skills
  • The way they treat you and other people

[28:11] Where are the people that Gregg helped

  • They have been unconscious to how important respect is
  • They’re focused more on their business metrics
  • Respect is pretty hard to see on the dashboard
  • Resonate with who they are as business people

[31:09] Gregg’s transformational story

  • Gregg was called to help two banks that merged together
  • The banks are different in terms of culture and customers
  • Once the merger occurred, there was no discussion whatsoever about the two different cultures
  • The less dominant culture felt squashed, felt misled, felt disrespected
  • The problem was not with customers service but with the results of the merger
  • Gregg worked on employee and customer satisfaction
  • Once Gregg was done and doing follow up work, the bank started to see those numbers go up

[36:41] What should organizations do

  • Set your intention to be more respectful
  • Practicing the respectful dues

[40:57] The J Curve

  • Productivity is marching along your organization
  • There comes a change
  • Leading decides we’re going to change
  • Productivity is going to go up
  • People are going to get along with the change
  • People drop off and go to the valley of doom
  • Unless leadership gives them space, they will stay in the valley of doom
  • That makes it hard to come out of the bottom

[43:24] Wheel of Whatever

  • Who is someone you haven’t worked with that you know needs it?
  • Mr. X runs a large movie studio and continues to behave in a way which everybody in the industry considers to be disrespectful and toxic

[46:14] Time out to thank sponsor, Acorns

[47:27] Imperfect Action Round

  • The fastest path to the cash is to treat everyone you know and work with, with respect
  • The biggest problem prospects are making is They let disrespect go on too long
  • The best way to maximize customer lifetime value is if you treat your customers with respect, that they will eventually come to trust you and you will become a trusted supplier vendor advisor for life

[50:08] Thanks to our sponsor, Business Book Checklist

[50:22] Let’s take a moment to thank our sponsor, Acorns

[50:58] www.EAInterviews.com

Wheel of Whatever™

[43:24] Wheel of Whatever

Who is someone you haven’t worked with that you know needs it?

Episode Transcript

Read Full Transcript

Intro [0:00]

EA Interviews Episode 176. Inspiration, transformation, success stories, and the Imperfect Action Round seven days a week. Join Mario Fachini for today’s Expert Authority Effect Interview. 

Mario Fachini [0:14]

I am super excited to have Gregg Ward here. I don’t know about you, but I always like increasing my own leadership. And we’re going to be talking about the neuroscience of respect. If you’re a leader, and I know you are, how do you get everyone to listen? How do you get to move them forward and be the best leader you can be? He is a professional actor. He’s worked for BBC Radio. He’s even been a specialist trainer for the police department. He’s going to be talking about the neuroscience of respect right after we get back and we thank our sponsor. 

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Mario Fachini [1:04]

Here he is ladies and gentlemen, Mr. Gregg Ward. Gregg, how are you doing today? 

Gregg Ward [1:09]

I’m doing great, Mario. Thank you so much for having me on. 

Mario Fachini [1:12]

I am excited for you to share because I know there are so many leaders out there. And I want to just dive right into the neuroscience of respect. Why is respect so important? And why is it such a hard thing for a good amount of people to obtain and keep? 

Gregg Ward [1:29]

Well, I think partially, it’s because most of us think respect is nice to have, where in, in reality, it’s really very, very important because it’s at the core of who we are. Have you ever met somebody who doesn’t want to be respected? Who just says, “Oh, go ahead disrespect me. It’s all okay.” I’ve never met anybody in my 60 years who’s ever wanted to be disrespected. And yet, when we get into the heat of the work that we’re doing or things are urgent, we tend to push respect to one side and we’re very direct and blunt to the point where we might be offending people and we don’t even realize it. So the key to all of this is to understand that, that respect is not so much a cognitive thing that you think about. It’s much more in your gut. It’s in your heart. And it’s in the feelings that you have, when people treat you in a way that you consider respectful. That’s really what it’s all about. And that’s what we all have to understand. It’s not a thinking thing. It’s a feeling thing. 

Mario Fachini [2:32]

You got me thinking of success, because so many people say, “I want to be successful,” you know. And I usually say to them, “Well, what’s your definition of success?” So I’m going to flip it, because what’s your definition of respect? I know that’s also a loaded question just like – 

Gregg Ward [2:48]

It is a loaded question. And you know, the simplest way I can describe it is this, most of us have heard of what’s called the Golden Rule, you know, do unto others as they would have you do – as you would have them do unto you. And you know, that’s a good rule. For many of us, we live our lives and it actually exists all over the world. Every religious text has some form of the Golden Rule in it. The problem is not everybody wants to be treated the same way. So Along came a gentleman by the name of Dr. Tony Alessandra. And he said, you know, people don’t necessarily all want to be treated the same way. They don’t necessarily want to be treated the way you want to be treated. Instead, they want to be treated the way they want to be treated. And so he came up with what’s called the Platinum Rule. And the Platinum Rule goes like this, “Do unto others as they would have you do unto them.” So respect is really the Golden Rule, do unto others as you would have them do unto you. And the Platinum Rule, do unto others as they would have you do unto them working together. 

Mario Fachini [3:55]

I like that. So now that we have the clarity around that, how long if someone’s in a situation as a leader or a subordinate, if you have a messed up situation, how long would it take to realistically fix it? Is this a one month thing or a six month thing? 

Gregg Ward [4:15]

That’s a great question and I wish I could say, “Oh, yeah, here’s the answer.” There is no one answer. It depends on a number of variables. Let’s say you and I work together, Mario, just for argument’s sake, we’re on a team together. And one day, for whatever reason, you popped off in a way that was brusque or I took offense to. Now, if I came to you right away and say, “Hey, Mario. Remember what happened in the meeting today?” And you say, “Yeah. Yeah. What’s up?” And I’d say, “You know what? It came at me kind of strong. And maybe you weren’t aware of it. No big deal. I just thought you’d want to know.” And if you said to me, “Gregg, I’m so sorry. I wasn’t even thinking. I apologize.” That would be it. We’d fix it. We’d be back on a respectful relationship heading. But if you said to me, “I don’t know what you’re talking about. Oh, you’re too sensitive or you’re a freaking snowflake. Get over it.” Now, we’re talking there’s a problem. Because what, essentially, you’re saying is you don’t think you did anything wrong and my feelings about your disrespect for me don’t count, don’t matter to you. And now, we’ve got a problem. And now, magnify that. Let’s say you and I work on a team and something like that keeps happening over and over and over again. And I’m going to take those things. And I call it gunnysacking. It’s an old burlap sack. You can’t see it, but I carry it on my shoulder. And every time you say or do something to me that I think is disrespectful, I’m going to put it in the sack. And I’m just going to keep loading up that little sack until one day it gets so heavy. I am fed up with carrying it around. And I’m probably not going to go to you, Mario. I’m going to go to HR with that sack. And I’m going to dump it on their desk. And I’m going to say, “See, how disrespectful he is to me. I want him fired, I want a transfer. I want all this kind of stuff.” So unfortunately, most of us let things go. We put them in the sack. And then we blow up when it’s way too late to fix it. That’s a rather long winded answer. But there is no short answer as to how soon can you repair a relationship that’s broken because of disrespect? 

Mario Fachini [6:27]

Well, I’m looking for the truth. So if you can do it with a short answer or need a long one, you take as much time as you want, because I want to get the truth for Expert Authority World. And you’re segueing this really easy for me. So it loads up over time, and then it explodes. Million dollar question, what if it’s the CEO? It’s their company. And it’s not just someone on the same level where you can go to HR and talk about it. What if it’s a situation – you know, hypothetically, because this has never happened in life before – where you go, “Well, I want to say something but I don’t know how to say it. And if I say the wrong thing, maybe I’ll get fired.” 

Gregg Ward [7:06]

That’s often people’s biggest fear is if their boss, or their leadership, their CEO behaves in a way that they consider disrespectful. Most people don’t say a word. They just swallow it. But the problem is, there’s a lot of research that shows that if you’ve been treated disrespectfully by someone in leadership, you mull it over, you think about it, you will spend a lot of time at work, trying to avoid that person, or trying to shrug it off. But the reality is, once you have felt disrespect, it’s not something you can shrug off. You got to process it. You got to deal with it. And so disrespect from your leadership can have a very, very negative impact. And if it keeps happening over time, what most employees do, they’ll tell their buddies. They’ll tell everybody else. They might even quit and go on Glassdoor and and tell the world what a jerk the CEO is. But the last person they’ll tell is the CEO themselves. Because they fear the power differential. There’s such a difference between the CEO and you down here. And people are so afraid. So the thing that we have to learn how to do is when we feel disrespected, we have to make an effort to try to convey that in a way that is respectful. You know, if you’ve ever gotten cut off on the freeway, your tendency is to want to, perhaps, cut the other person off, race up beside them, and flip them some kind of bird like creature with your hand. And that usually doesn’t help matters as well, I’ll agree. So we never want to respond to disrespect with disrespect. We want to find a way to talk with that person in a way that they will hear us. And sometimes that’s possible because, really, they didn’t even know they were being disrespectful and it was totally unintentional. And when it’s brought to their attention, they apologize and we’re done with it. But there are other times where they just don’t care. They just couldn’t care less. And I can tell you this, if you have a CEO, who has repeatedly behaved in ways that more than one person finds disrespectful, I pretty much guarantee you that that kind of disrespectful behavior is being mirrored by everyone else underneath the organization. And you have what they call a toxic work culture. Not much you can do about that, unless you want to take them all along and try and change the world, I wouldn’t advise it. I would just say try to do keep your head down, do your job, and polish up your resume, and find another place to go because changing a toxic culture on your own is really, really difficult. 

Mario Fachini [9:45]

So that’s on a subordinate situation where they’re in fear of getting fired. What does it mean when you have two CEOs in, let’s say, a partnership, or maybe it’s three or four companies on a joint project or deal, or  synergy partnership, whatever you want to say, where I mean, there is an inherent we can’t get fired. Which I think for a lot of entrepreneurs – I know it’s one of mine – it was nice to know, “Hey, I got job security and I can make my own career as long as I don’t screw it up too much over the next, you know, 50,60 years.” But when you have that built in and it’s like you can’t get fired. I can’t get fired. But you’re still clashing. I see how disastrous that can be. What have you seen? 

Gregg Ward [10:31]

I have seen just that. And I’ve been called in to help with those situations. What those situations call for is an adult in the room to say things to that group in a way that they can hear them. And usually what I’m saying is, “Folks, look at your business. Look at your outcomes. Look at what’s happening here. Look at your turnover. Look at your complaints. Look at your customers, how are they feeling?” Because I guarantee you this if you have a disrespectful and toxic culture, not only are the employees going to feel that, but so are your customers going to feel that. So disrespect is infectious. And so it’s important that someone be an adult in the room and say, “Hold on here, everybody. Let’s talk about the dynamic between this group. I realized that we’re all under the gun we’re trying to perform. We’re all trying to make money and make this business go as best as it can. But let’s look at the downside to the way we treat each other. What is this costing us?” And you know, you can really measure disrespect and the impact that it has on organizations. There are direct correlations between complaints and turnover and customer complaints to disrespect. It’s right there if you bother to look. And I’ve never met a leader who doesn’t care about those numbers. So if I go at those numbers with them and start to try to say, “Hey, take a look at this stuff. This is important.” And by the way, you’re not a bad person. You’re not evil. You’re just engaging behaviors that maybe you learned when you were growing up. Maybe your parents did this. Maybe your buddies do this. And that’s all well and good between you behind closed doors. But when your staff see this, and when the recipients have disrespect, it’s going to affect them. Let’s see if we can change some behaviors. And by changing behaviors, we can change this culture. I’ll tell you nine times out of ten if I come in as a kind of reasonable person showing them the numbers, they will listen to me. There is one exception. It’s called the sociopath. There are some people in leadership positions who are truly – I can’t say the word on air, but you know what I’m talking about. They’re jerks. They’re huge jerks. And they don’t care. And there’s nothing you could say or do that’s going to change their behavior. And I won’t even take those clients anymore. It’s just not worth it. It’s a waste of time and money. If they’re not going to change in their person in power, then sooner or later, quite frankly, what I’ve seen is, they’re going to self-destruct or they’re going to sell off, get out of there with their millions and think, “Hey, I’m golden.” And that’s that. Leaving a trail of battered and bruised people behind them. It happens more often than we’d like. 

Mario Fachini [13:15]

I’m glad you mentioned that. And I’m going to shout out of big amen to that. Because 2013, I honored all the contracts and everything. And I go, “I’m never working with these type of people again.” and I haven’t since then. And if I get any red flags, I mean, people have to apply to do my book publishing program. And I’m just like, “No, you can’t get your time back. You can always get more money. It’s not that big of a deal. Everyone has it. But you can’t get your time back.” And I was smirking when you said the sociopath. I’m like, “Yeah, pretty much. And it’s reminded me of some things I’ve seen in shows where, you know, one of them was where they’re going., “We’ll do our best. We’ll make you proud.” And he’s like, ” You can’t because I don’t care.” And it’s funny for comedic show. And I’ll just say it because I know someone’s going to ask. It’s The Office, Michael Scott. He’s hilarious. But it’s the Willy Wonka episode with the golden tickets. It’s hilarious. 

Gregg Ward [14:19]

It’s hilarious. But for real life, forget it. 

Mario Fachini [14:23]

Yeah. And the other thing is, there was this thing I saw on LinkedIn. It was a quote about if you develop a culture – and I’m going to insanely paraphrase this, but if you develop a culture for the leadership that your team feels afraid to answer, they’ll stop asking questions. 

Gregg Ward [14:46]

That is so true. Or if they feel they can’t give you feedback without getting their heads bitten off, you won’t get any more feedback except very positive. “Everything’s fine, boss. Everything’s cool. No problems here., And no leader wants to be in that situation where they really don’t know what’s going on on the ground. 

Mario Fachini [15:05]

And it’s interesting because I love leadership. I love learning. I’m always growing myself. And I remember listening to – come on brain. There we go. I love that thing. I think his name’s Horst Schulze, the CEO of the Ritz Carlton. And he was awesome. And he was talking about how he likes to get into the details and learn. And what I remember is, provide an environment that everyone on any level can just make the experience excellent. And there’s people I know on the flip side – they’re acquaintances. I’m not, like, spending a whole lot of time with them. But I’ve seen them or heard of them. You know, like you said, and it’s like they might be a couple of years in business or maybe five or ten. And it’s just like, it’s all about them. And you can just tell if you ask me. 

Gregg Ward [15:54]

My job as a leader – on my team, I have a team, about 12 people that work with and for me. My job is to hire really smart people who are much better at stuff that I don’t know how to do. And make the environment so contagiously helpful and supportive, that they can’t do anything else but their best work. And if I can just stay focused on that, they give it back to me in spades. It’s just wonderful. But it’s hard work. It’s hard work. 

Mario Fachini [16:30]

I love my team and I’m very thankful for them too. And you know, my strength is on camera, on stage, serving, sharing my expertise.  And there’s a whole lot of 94 percent other stuff I should not even touch. I fired myself for more than half of it years ago. 

Gregg Ward [16:48]

I like that. 

Mario Fachini [16:48]

True story. So I’m all about it. And you know, you get to help. Some people don’t love doing – I don’t know anyone that loves every aspect of business. So why not get the people in your team that want to do what they love and not be bothered with the rest? Because I don’t want to be bothered with the other rest. But the thing is my 50 percent is not your 50 percent. 

Gregg Ward [17:14]

Right. And treat them with respect in the way that they want to be treated. One of the big things that I’ve seen over the years is this concept of “You got it.” If you’re not in the office, you’re not working. And hopefully, we’re starting to realize through current events that that’s just not the case anymore. That you don’t have to be in the office to work your best. In fact, some people do really well sitting in a coffee shop doing their work without a lot of people knocking on their door and constantly asking them questions. So I think we have to get out of this old mindset that work only can be accomplished in one way, and it’s my way or the highway. I think we have a lot of smart people in this world now to choose from. And let’s figure out what works best for them. And yeah, hold them accountable to what the expectation is of performance. And if they don’t perform, sure, you adjust and you make sure they know what they have to do. But at the end of the day, don’t ride herd on them. Don’t constantly be saying, “Are you online? Are you doing your work?” I mean, no one likes that. And they’re just going to feel really disrespected. And all the research tells us that they’re just going to hut down and eventually head off somewhere else probably to a competitor. Not good. 

Mario Fachini [18:35]

What a colossal waste of time. If that’s what you’re doing is micromanaging other people, read a book, start a show, do something more constructive, if you ask me. Because it’s like, “Are you online?” I agree wholeheartedly ever since. And I’m going to say the year because I was going to say – no. I’m not going to say it. But I was going to say something else in reference to time but if I say the year it’ll just be longer, because I know people will be listening to this for years to come. In 2009, I’ve been running my mouth since 2009 about systems and processes and just let stuff go. You know what I mean? So many people hang on. And it’s like the beauty of the business is, yes, it’s yours. You can grow it any which way you want – in my opinion – as long as it’s legal, moral, and ethical. But you can also get people to collaborate with and build. There’s a point where you can’t grow it past yourself. Have you seen that in your experience where it’s just – 

Gregg Ward [19:30]

It’s called founder syndrome. You’ve probably heard about it. 

Mario Fachini [19:35]

Tell me more. I have not. 

Gregg Ward [19:37]

Okay. Founder syndrome is this, you’re a brilliant person, brilliant at what you do, and you come up with a great business idea. You build the business, you get your buddies, you get your pals together, and you put you cobble together this crazy business. And suddenly you’re putting systems in place, you’re developing product, you’re marketing product, and the thing takes off. And suddenly, you’re looking around and go, “Where did all these people come from? Did I hire all these people?” And it’s because the business has grown very rapidly and organically. Now, you’ve got a whole bunch of people to manage. And the systems and processes are still not ready for them. And so what do you do? You hunker down. You try to adjust. You try to do things. And pretty soon you’re saying, “No, no, no. This is the way we have to do it.” Rather than entertain the possibility of doing it another way because we’ve been successful recently. “This is how we got our IPO through. This is how we got everything to be spun up so quickly. This is how we did it. And all you people are wrong. We’re going to do it my way.” Then finally somebody comes on board. You’re smart enough to bring somebody on board, who’s going to be your number two. A brand new person. They’ve got skills and talents and experience that complement yours. And they sit down with you and they go, “You know, I need you, boss, CEO, founder to ease up. Back off. Let me take on board some of the things that you’ve been doing.” And the founder says, “Nuh-uh. Nuh-uh. Nuh-uh. This is the way I’ve been successful. I don’t want to give that up now and put it all at risk.” That’s founder syndrome. They are absolutely wedded to the way they did it. And they’re unable to change and hand off the responsibility for things to other people. And I’ve been brought in on that and I’ve had to hit people up the side of the head with two by fours and say, “You are going to undermine your own success unless you trust the people that you hired with taking over the business that you built.” And that is a hard, hard, hard lesson for many people to learn. 

Mario Fachini [21:47]

I was going to make a joke about cedar or cherry wood. But what I really want to ask you is, the downside to that – correct me if I’m wrong – but when you have A class talent, A plus, first class, the best of the best people, they’re attracted to the best. And if they realize it’s not set up, you’re not going to be keeping them too long are you or they’re just never going to come? 

Gregg Ward [22:10]

Or the third thing is they’re going to do – they’re going to say to themselves and the others that they’re close to, “We can do it better somewhere else.” Remember the Zoom story? The gentleman who founded Zoom used to work inside of what company? I believe it was Skype. I believe it was Skype. And he built it up inside. I think it was Skype. All your listeners are going to go, “No, it’s not Skype.” But I think it was. And he built it up inside and he stayed with it. He was loyal when it was purchased by Microsoft. And then eventually he goes – maybe it wasn’t Skype actually. Now, Mario, I apologize. It was one of the big – maybe it was WebEx, maybe it was Cisco. I can’t recall. 

Mario Fachini [22:57]

I thought it was Skype too. I get what you’re saying though. 

Gregg Ward [23:01]

Yeah. And so eventually he said, “You know what? I need to go somewhere where I can do it the way it should be done.” And that’s what’s going to happen with founder syndrome. You get those really smart people in there. They’re going to talk to their buddies and say, “Let’s go found our own company and do it even better than the company that hired us.” That’s not good. 

Mario Fachini [23:21]

I’m sure there’s a lot of steps to it. But for anyone suffering from founder syndrome, because now that you’re talking about it, and I never had heard it before, honestly, presented that way or called that. I just thought that people had ego issues. And they – you know, I tell everyone let go and let God. You can’t hang on. But I didn’t hear it like that. What are some things people can do? Because I’ve seen it more often than not, just people – and maybe it’s not exactly that. But it’s, “Well, I want to hire one new person instead of three. Or maybe I want to hire five people instead of two.” It’s just some variation of they want to still control it somehow, some way, shape, or form. And you can see where it’s hindering different areas. 

Gregg Ward [24:08]

Right. And I think as a coach, what I would do with someone like that, I’d say, “Okay. What are your ultimate goals? What are you trying to do with this business? And be honest with yourself, how are you getting in your own way? And where are you short? And where do you need people with different expertise who can help you?” And then I would encourage them to thoroughly that the people they hire. And once they hire them, make a statement of, “I respect you. I trust you. These are the swim lanes I want you to play in. And I want you to succeed. Here’s the expectations, go to it. You’re a smart person.” And let them run with it. And eventually what happens as I’ve found, if I coach someone in that direction and they do it with integrity, that over a while they build trust in the other person that they brought on board. And they give them more and more and more responsibility. And I’m there, hopefully, coaching them and saying, you know, “You can let go a little bit. They’ve proven themselves to you.” And it really is, oddly enough, boils down to respect. And when we talk about – you and I started by talking about the neuroscience of respect. There’s actually three essential things that we respect in our colleagues. The first is their knowledge and experience that they bring to the job. Where they worked before, the knowledge they’ve gained, and how much they understand the job that they do. The second is their talents and skills. Some people just have built in talents. They’re really, really good at certain things. Or they’ve developed skills. So that’s the second thing that we respect in them. The third thing might surprise you, Mario, it’s the way they treat us and other people. And this is where it gets into feelings. If I treat you a certain way that you find respectful, you’ll have – forgive me – warm and fuzzy feelings for me. That’s because in your brain – your amygdala, that central part of your reptilian brain – has released a hormone called oxytocin. And oxytocin is also known as the love hormone or the bonding hormone. So if I treat you in a way that you consider respectful in those three ways, and I respect you in those three ways, after a while, you’re going to have all this oxytocin about me. You’re going to see me through lenses that says, “Hey, this guy is respectful.” And eventually, you will come to trust me and I will come to trust you because respect is reciprocal. I respect you, you respect me back, and so on, and so forth. But disrespect is the same. I treat you in a way that you consider disrespectful, your amygdala releases at least three hormones, adrenaline, which we all know about. The second is some endorphins. There’s one that’s unpronounceable. And then the stress hormone known as cortisol. You have those running through your system when someone treats you in a way that you consider disrespectful. There isn’t a lot of thinking going on. It’s all feeling. And if I keep treating you disrespectfully, eventually you put on a pair of glasses that says disrespectful person across the lenses. And every time you interact with me, you see me through those lenses. And so you don’t have respect for me. And there’s no trust between us. And I’m not going to give it back to you because I can sense you don’t respect me. And that’s how relationships end. And so it’s absolutely imperative that we understand that respect is a critical player in performance, collaboration, partnership, and productivity. 

Mario Fachini [27:50]

That’s powerful. And I don’t think enough people realize it. And I know they’re listening now going, “Maybe I should rethink about this.” But let’s attach some numbers to it. 

Gregg Ward [28:03]

Go for it. 

Mario Fachini [28:04]

For the people you’ve been able to help, where were they at before and where were they at after? 

Gregg Ward [28:11]

I would say the ones that I have been able to help have been unconscious to how important respect is. They’re focused more on their business metrics. And did we make plans, did we make numbers, how our complaint levels from our customers. Things that they could see on their dashboard. Respect is pretty hard to see on the dashboard. You might get it in your employee surveys or things like that, or if you do focus groups, or poll the people who work with you. But generally speaking, not a lot of people talk about it. So when I bring it to their attention and I make them conscious about how important it is, there’s a big insight. There’s like, “Oh. Oh. And you’re telling me, Gregg, that I can impact my dashboard positively if I treat people with respect?” And they go, “Yeah. I get it now.” So I really have to go at them in a way that resonates with who they are as business people. And I don’t go into the, “This is nice. You should be kind and all that kind of stuff.” Because to be honest, that doesn’t resonate with a lot of people. What resonates is their dashboard. And so how do I attach metrics around respect to the dashboard that they’re looking at every day? If I can do that, they will change. Unless, of course, they don’t want to. And that’s another issue. 

Mario Fachini [29:36]

See, and it’s interesting, because I know exactly what you mean, where you say, it doesn’t resonate and, you know, the feeling side. And I have nothing against it. I’ve done a lot of leadership, excellent training. And I think it’s great diving into there and knowing yourself. And you know, leadership starts and fails or starts and stops, whatever. Leadership starts and stops with the leader. And there was a quote I heard that “You don’t have any business problems. You only have personal problems that you bring into business.” So if you’re a mess, everyone around you is going to be a mess basically. Like, well, let’s start changing. And this was years ago. But from the metrics standpoint, yeah, you want to attach it to the bottom line. And you know what’s the ROI? And you know, just customer reviews. If you get 100 reviews a quarter, let’s say, or maybe a day, a week, I don’t know. And you get 200 now and they’re all positive versus 50 percent bad, you know, that’s got to be impacting the bottom line. 

Gregg Ward [30:33]

Absolutely. 

Mario Fachini [30:34]

Whether you can say who they are or not, can you think of any scenarios with concrete numbers where, you know, they were doing roughly this before and they were doing this after? Because what I find interesting about this is, you’re saying, “Well, when I explain how it attaches to the bottom line, they get interested in them.” And I joke with that with people because I go, “Well, cool. So now, they’re interested in becoming a better person for the sake of they’re going to make more money but they weren’t interested before.” You know what I mean? There’s this humor to it. But the reality is, it does affect the bottom line. 

Gregg Ward [31:09]

Yeah. It does. I can give you a real clear example. A number of years back I was called in to help a bank, which had been the result of a merger. And the two banks that merged together couldn’t have been different in terms of culture or their customers. I mean, they were just really, really different. And the more dominant bank of the two sort of took over and squashed. The other one was kind of more of a family laid back, more of a rural kind of we’re all in this together bank. And the dominant culture was very hard charging, very corporate, make your numbers, or your out kind of thing. And, you know, on paper, if you looked at the actual numbers of assets under management and all those other metrics that banks look at, the merger made a lot of sense. But no one bothered to look at the two separate cultures and say to themselves, “Ha, I wonder how we’re going to deal with these two completely different cultures.” Some of these people have been with each of these banks for 20 and 30 years, how are they going to start to work together? Well, they brought me in. Here’s the interesting part, Mario, they brought me in three years after the merger because they said we have a customer service problem. Our customers say we’re really rude. And we’re not helping them. And we’re off putting. And I said, “Okay. I can come in and do some customer service development training. Would you let me talk to people?” And what came out is they never – once the merger occurred, there was no discussion whatsoever about the two different cultures. And the less dominant culture felt squashed, felt misled, felt disrespected. And that was down to everybody. And that was almost half the bank. So it’s no wonder that bled over into the customers. And so I said, you know the problem is not with your customer service. The problem is with the results of the merger, and you never ever dealt with it. And there was a lot of eyes went wide open, and “oh, my goodness.” And I showed them all the results of the focus groups I’d done and the surveys I’d done. And I said, “You know what? We got to talk about the merger.” And they’re like, “But that was three years ago.” And I said, “It’s still impacting you right now today.” So what we did was a nearly a two year conversation with training and coaching and conversation. We had hard conversations. And we measured all along the way about employee and customer satisfaction and so on and so forth. I’d like to say that the moment we finished all that work and there was a –  I’d like to say that was a general upward trajectory on all of those metrics. The reality wasn’t that clean. What happened was we gave them permission to talk about stuff that they weren’t able to talk about. And then the floodgates opened. And so what happened is shortly after we began and as we were working our way through, all of those numbers were actually trending down. But eventually, once we were done and doing follow up work, because we were coaching after the intervention, if you will, we started to see those numbers go up. And eventually, last time I checked last year, they were way above where we started. So I’m really pleased with that. It was a long journey. It was a tough journey. Fortunately, I had a CEO who believed in this stuff. Because a lot of them don’t. He said, “We’ll do what we had to do.” And he backed it up and he walked his talk, even apologized to the folks in town halls for what had happened about not paying attention to the merger. It was a big effort. I’m very proud of it. And I think I left that place better than it was when I got there. 

Mario Fachini [35:10]

Wow. That’s a great story. And I appreciate you for sharing that. Because there are so many – I love hearing the end result where it’s like no matter what you’re working on, the second you put the intention and follow it up with consistent work, you’re going to get the result. I don’t know if it’s going to be in three months, six months, three years or a decade. But it doesn’t matter. 

Gregg Ward [35:28]

Just two years. 

Mario Fachini [35:29]

Two years? 

Gregg Ward [35:30]

Yeah. Two years. Two years. 

Mario Fachini [35:32]

And it’s like that point, I mean, I can only imagine the revenues from a bank. I mean, even with a 10 percent, 20 percent growth. So many people think “Well, I need 50 or 80 percent.” It’s like doing 5 percent a year over five years. 

Gregg Ward [35:46]

Add that up. Yeah. Absolutely. And you know, in some areas, they were doing great. But the customer service – and they were losing customers to some of the big more – this was a small regional bank and they were losing customers to the big dogs. And they kept saying, “We don’t know why we’re losing customers. We really take care of our customers.” Well, obviously not. They’re feeling disrespected. And so, once we turn that around, their customer numbers went up – I forgot what the term is – but those numbers went up significantly. 

Mario Fachini [36:19]

It’s one of the things I talk to people when I’m helping them with their marketing message and, especially, with publishing their business books, you know, dealing with platitudes. Anyone can say, “Well, we take care of our customers.” But what do the customers say? Because that’s the reality. The perception is the reality. You know, we care deeply. And we’ll prove it. Your numbers don’t show it. 

Gregg Ward [36:41]

That’s true. And some people think, “Oh, I got to spend all this money and I’ve got to do all this change and all this structural, organizational. We’re all going to get together and sing Kumbaya 100,000 times and maybe we’ll be better.” You don’t have to. You just have to set your intention. As you said, set your intention to be more respectful. And there’s some simple things you can do. And if everyone – our research tells us that roughly 60 to 65 percent of an organization, if they are practicing what we call the respectful dues, there are seven respectful dues. If they’re generally practicing those on a consistent basis, the rest of the group will come along. You’ll get the other 35 percent, they’ll come along with you. Or they will say this place is not right for me and they will self-select out and that will be the end of them. But it doesn’t have to be a huge expensive effort. It’s more about what’s in your heart, what’s your intention, and you can turn it around. 

Mario Fachini [37:48]

That is inspiring because I have no doubt every business on the planet can do better. But it’s always a matter of that juggling act of, “Well, I want new leads. I want conversions. I want sales. I want this. I want customers.” Well, what do you start with? And you got to pick something. And I wanted to ask you, when people start implementing this, the changes that they make, you’re saying some of it can be sooner, some of it can be later. The customer service you talked about when you have the two different sides in the oil and water merger. I don’t even know who this company is or was or which two it was. But right off the bat, I’m thinking, why not put the people who like people – I can’t imagine being a business that doesn’t like people. That’s probably number one. And I don’t even do this. But why not put them on the more customer oriented side and put this on the hard charging side? Because those are two different skill sets and, you know, hearts, if you will. 

Gregg Ward [38:51]

I think one of the challenges they had – in fact, I know the challenge they had – is they had people in legacy positions that they didn’t want to go anywhere. And they didn’t want to be shifted around. So you had people who really weren’t good with people in a customer facing role. And nobody had bothered to give them the feedback, “Hey, you need to develop your people skills.” And so that that was a big challenge because no one wanted to change because no one had ever said they needed to change. And that was part of my role was to come in and say, “Hey, folks. You need to be aware that you need to change.” And that’s hard for a lot of people, especially those who have been around and who’ve been slowly moved up the ladder over time because, you know, they met their numbers. And there never was a discussion about their people skills. And so then it kind of comes at them that you know, HR, whoever it is, training and development comes at them and says, “You better change.” And they’re like, “What? What? What? I’ve been successful before and all of my evaluations exceed expectations. Now, you’re telling me I have to change. I don’t get it.” And they resist and they get angry. And you know what? I don’t blame them. I don’t blame them at all. So it does take the leadership willing to get up there. And this is what the CEO did. He said, “I apologize. We should have addressed this. We’re addressing it now. I hope you’ll go along with me on this journey that we’re taking to move this organization into a better place.” And some people just thought it was a bunch of hooey. And you know, snowflake stuff. And other people really said, “Thank goodness. It’s about time.” And other people said, “Well, I don’t know about this. This is a little out of my comfort zone but okay.” And over time, we were able to bring most people around to where they needed to be, but it took time. 

Mario Fachini [40:42]

Are you familiar with the Jorhari window? 

Gregg Ward [40:45]

Yeah. I sure am. Yeah. Yeah. 

Mario Fachini [40:46]

Okay. Let’s touch on that real quick from the point of the CEO in the leadership. So you’re the CEO of the company and here’s why you need to know about it. 

Gregg Ward [40:57]

Got it. So what I first try to introduce to them is something that’s called the J Curve. And it was developed by a colleague of mine who works at USC. But eventually it’s this, I’m going to illustrate it with my hand. Here’s productivity, marching along at your organization. Okay. Now there comes a change. Leadership decides we’re going to change. We’re going to merge with another bank. “Oh, okay.” Now, what leadership thinks because the number pencil out, leadership thinks, “Okay. This merger is good for us.” So productivity is actually going to go up. And people are going to get along with the change. But what really happens is that most people drop off a cliff. Let’s see if I can drop off a cliff this way. They go into what I call or what my colleague calls the valley of doom. And the valley of doom says this change is crazy. It’s wrong. We shouldn’t have done this. And look around how everything is messed up. And look, productivity has dropped through the floor. Our customers are unhappy. Why did we do this? And unless the leadership gives them space and hears them out, and unless the leadership cuts them a little bit of slack for being in the valley of doom, they’re not only going to be in the valley of doom. They’re going to set up a pup tent. Then they’re going to set up a lien to, and eventually they’re going to build a house down there. And they’re going to invite all their friends to build houses in the valley of doom. And pretty soon you have whole divisions of your company living in the valley of doom for far longer than you want. And that makes it that much harder for them to come out of the bottom of the valley and back up into a more productive future. It takes that much longer. The time period is extended, because you didn’t deal with the fallout that comes from change. So that’s essentially what I say to the CEO. So I say, “You ignore the valley of doom at your peril.” And when I explain it that way they go, “Oh. Oh. Okay. Okay. So we need to deal with this. We need to talk about this. We need to have heart-to-heart conversations about how people are feeling. Do we really have to talk about how people are feeling?” Yes, we do. 

Mario Fachini [43:24]

I love it. I love it. All right. I have one more thing to ask you and we’re going to do. It is the Wheel of Whatever. I asked you a question and it stopped there, apparently. I make these up on the fly. And my question for you is – I got this in the first few minutes when you’re talking about the sociopath and all of that. How do I say this? Oh, geez. I don’t want to put you too much on the spot. But who is someone you haven’t worked with that you know needs it? And you don’t need to give a name if you don’t want to. But maybe a Hollywood actor, or a political figure, or a CEO, that is the typical profile that we were talking about early on that is just toxic and everything. Is there any example where their business isn’t growing or they are good for anything? Who is someone you just would be like, “I know I could help them but -” 

Gregg Ward [44:29]

Well, at the risk of getting sued, I’m not going to name names. 

Mario Fachini [44:32]

Just say Mr. or Mrs. X. 

Gregg Ward [44:36]

Mr. X runs a large movie studio and continues to behave in a way which everybody in the industry considers to be disrespectful and toxic. If Mr. X had become aware of how dangerous toxicity could be earlier on, Mr. X could maybe have avoided the massive lawsuits and potential jail time that he is now facing. 

Mario Fachini [45:12]

That’s a huge better end result. 

Gregg Ward [45:17]

Yeah. I think so. 

Mario Fachini [45:19]

I mean, and that’s why I have some fun with that and – I’m just going to show that again. I mean, that thing is cool, isn’t it? It’s actually spinning. And that’s not a special effect. That’s called the hamster wheel that got painted. True story. But people need to realize what impact this really makes. And more so the ripple effect. We’re talking about two years here. You’re changing it. What does that mean? Five to 10, 20 years down the line? I’m always thinking of legacy and future generations and it’s like I’m glad you’re on the side of good and you’re helping people the way you are because the world needs more people like you. 

Gregg Ward [45:58]

Thank you. Thank you. I love what I do. It’s not easy, but somehow it’s my calling. And I’m just going to see it through. 

Mario Fachini [46:06]

It’s coming through loud and clear. And I could ask you so much. But we’re going to thank our sponsor and come back for the Imperfect Action Round. 

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Mario Fachini [47:27]

And we are back with the Imperfect Action Round. Are you ready to take imperfect action? 

Gregg Ward [47:33]

I’m ready to go. 

Mario Fachini [47:35]

Sixty second rapid fire answers. First question, what is the fastest path to the cash? 

Gregg Ward [47:41]

The fastest path to the cash is to treat everyone you know and work with, with respect.

Mario Fachini [47:48]

Excellent. Number two, what is the biggest problem you see your prospects making and the fastest way they can fix it? 

Gregg Ward [47:54]

They let disrespect go on too long. My prospects tend to wait until the poop hits the fan before they call me.

Mario Fachini [48:04]

Number three, what is the best way to maximize customer lifetime value? 

Gregg Ward [48:10]

I think if you treat your customers with respect, that they will eventually come to trust you and you will become a trusted supplier vendor advisor for life. 

Mario Fachini [48:22]

I agree 100 percent. I’m so glad we talked about this. What are some books you could recommend to Expert Authority World? 

Gregg Ward [48:30]

If you don’t mind my saying I’d like to recommend my own book. It’s called The Respectful Leader, Seven Ways To Influence Without Intimidation. And it’s actually a business fable. It’s something you can read in about two hours. And I wrote it to be an entertaining page turner. And everybody says they really enjoy my book and they learn something from it too. The other book I would recommend is the Five Dysfunctions of a Team. You’ve probably heard about it. It’s very famous by Patrick Lencioni. It’s a great book for leaders to take a look at because most teams are dysfunctional, most C-suite teams are dysfunctional in one way or another. And that book helps you understand how to fix that and make it work and have a much higher functioning team. 

Mario Fachini [49:13]

Excellent. He’s one of my favorite speakers. I’ve seen him multiple times at the Global Leadership Summit. He’s awesome. AAll right. Well, where would you like people to learn more about you? 

Gregg Ward [49:27]

Thank you for asking. People can learn more about me and my work at the Center for Respectful Leadership. And you’ll find that online at RespectfulLeadership.org. Our organization is a research, and public dialogue, training and coaching organization designed to help leaders and their organizations create respectful cultures. 

Mario Fachini [49:49]

Well, Greg, I appreciate everything you’ve shared. And it has been an absolute pleasure. 

Gregg Ward [49:54]

Thank you so much. It’s been so much fun. Thank you for having me. 

Mario Fachini [49:59]

All right. Expert Of World,we have another good episode here for you today. I’ll see you tomorrow. Have a great day and God bless. 

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www.EAInterviews.com [50:58]

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