Service excellence is a cornerstone of thriving organizations. Join Dr. Janet Pilcher as she revisits past episodes with Donna Kirby, Vice President of Experience at the Pensacola Blue Wahoos, to hear how she’s created a culture of service excellence within her team. Hear how Donna transforms customers into loyal fans and learn the three tactics she employs to apply consistent and exceptional service delivery.

This episode addresses questions such as:

• How can practicing reward and recognition for employees positively impact the customer experience?
• How can customer survey results be used to deliver real-time solutions?
• How can leaders empower their employees to tackle challenges and find innovative solutions?

Recommended Resources:Vulnerability is at the Heart of Service Excellence, Service Recovery That Knocks it Out of the Park, Service Excellence: Always Behaviors That Increase Performance Metrics
 
Read and study: Each episode of the podcast aligns with the tactics and principles of our host's book, Hardwiring Excellence in Education: The Nine Principles Framework. In conjunction with that book, you can join the mission to create great places to work, learn, and succeed by leading a book study with your leadership team for Hardwiring Excellence in Education. Our free, on-demand book study offers additional tools and resources created by Dr. Pilcher and our Studer Education leader coaches. Each chapter in the study also features exclusive interviews with influential education leaders sharing how they’re making a difference in their districts and beyond.

Order book here.

Sign up for book study here.

Dr. Janet Pilcher, author of Hardwiring Excellence in Education, wraps up her deep dive into mastering the art of constructive feedback. Joining her on this episode is Jon Malone, the Director and CEO of the Northwestern Illinois Association, to discuss the use of the three to one ratio in providing positive reinforcement while also challenging employees to distribute their high performance. Jon also shares insights into the deliberate and intentional work that must be done before conducting performance conversations. Lastly, Jon explains the creation and implementation of a decision-impact conversation template that employees can initiate with their leaders that allows leaders the opportunity to model the willingness to receive critical feedback around their decisions. Listen now to gain valuable insights and practical strategies on planning for and delivering constructive feedback to achieve positive outcomes.

This episode addresses questions such as: 

• How can feedback conversations be utilized to continue building an emotional bank account?
• What are specific actions leaders can take to prepare for giving effective constructive feedback?
• How does the decision-impact conversation template empower employees to initiate feedback conversations with their leaders?

Recommended Resources: Foster Confidence with Constructive Feedback, Master the Art of Feedback, Develop and Apply Standards of Excellence, Vulnerability is at the Heart of Service Excellence
 
Read and study: Each episode of the podcast aligns with the tactics and principles of our host's book, Hardwiring Excellence in Education: The Nine Principles Framework. In conjunction with that book, you can join the mission to create great places to work, learn, and succeed by leading a book study with your leadership team for Hardwiring Excellence in Education. Our free, on-demand book study offers additional tools and resources created by Dr. Pilcher and our Studer Education leader coaches. Each chapter in the study also features exclusive interviews with influential education leaders sharing how they’re making a difference in their districts and beyond.

Order book here.

Sign up for book study here.

Dr. Janet Pilcher, author of Hardwiring Excellence in Education, continues the conversation from last week about the pivotal role of feedback in achieving important people outcomes within organizations. Joining her is Dr. KK Owen, a leader coach at Studer Education, to explore effective tactics for delivering genuine, timely, and specific feedback to employees. They’ll discuss the concept of building an emotional bank account to create trust, and they’ll also demonstrate the three to one tactic, illustrated through a role play for clearer understanding. Listen as Dr. Pilcher and Dr. Owen continue to explore the transformative impact of feedback on fostering relationships with employees and how it can serve as a tool for re-recruitment.

This episode addresses questions such as: 

• How can leaders be genuine, timely, and specific with their feedback?
• What is the three to one ratio, and how can it be utilized effectively?
• How does feedback influence organizational culture?

Recommended Resources: Foster Confidence with Constructive Feedback, Essential Components of Healthy Workplace Cultures, Provide Performance Feedback Aligned to Values

Read and study: Each episode of the podcast aligns with the tactics and principles of our host's book, Hardwiring Excellence in Education: The Nine Principles Framework. In conjunction with that book, you can join the mission to create great places to work, learn, and succeed by leading a book study with your leadership team for Hardwiring Excellence in Education. Our free, on-demand book study offers additional tools and resources created by Dr. Pilcher and our Studer Education leader coaches. Each chapter in the study also features exclusive interviews with influential education leaders sharing how they’re making a difference in their districts and beyond.

Order book here.

Sign up for book study here.

Receiving positive feedback is transformative. It builds confidence, reduces anxiety, and helps individuals improve. Listen now as Dr. Janet Pilcher, author of Hardwiring Excellence in Education, emphasizes the importance of praising what’s right and sets the stage for future episodes on tactics you can use to give constructive feedback to the employees in your organization.

This episode addresses questions such as:

• What is the purpose of giving feedback to employees?
• How does the shift in mindset from evaluation to recognition contribute to high-performance outcomes?

Recommended Resources: Do People Really Want Feedback?, Feedback is a Gift...or is it?, Provide Performance Feedback Aligned to Values

Read and study: Each episode of the podcast aligns with the tactics and principles of our host's book, Hardwiring Excellence in Education: The Nine Principles Framework. In conjunction with that book, you can join the mission to create great places to work, learn, and succeed by leading a book study with your leadership team for Hardwiring Excellence in Education. Our free, on-demand book study offers additional tools and resources created by Dr. Pilcher and our Studer Education leader coaches. Each chapter in the study also features exclusive interviews with influential education leaders sharing how they’re making a difference in their districts and beyond.

Order book here.

Sign up for book study here.

What is goodwill, and how do we know if we’re practicing it? Join Dr. Janet Pilcher as she guides us through the journey of measuring our own personal goodwill and explains how we can radiate it to others, even during the busiest season of the year. Listen as she reflects on how even the most routine of encounters can emit warmth when infused with goodwill.

Recommended Resources: Pursue Gratitude and Goodwill, The Value of Kindness, Build Trust With Intentional Kindness

Read and study: Each episode of the podcast aligns with the tactics and principles of our host's book, Hardwiring Excellence in Education: The Nine Principles Framework. In conjunction with that book, you can join the mission to create great places to work, learn, and succeed by leading a book study with your leadership team for Hardwiring Excellence in Education. Our free, on-demand book study offers additional tools and resources created by Dr. Pilcher and our Studer Education leader coaches. Each chapter in the study also features exclusive interviews with influential education leaders sharing how they’re making a difference in their districts and beyond.

Order book here.

Sign up for book study here.

How can leaders use Big, Hairy, Audacious Goals (BHAGs) as a strategic tool to achieve successful outcomes? Join Dr. Janet Pilcher for the latest episode of the Accelerate Your Performance podcast where she defines what a BHAG is and urges organizations to set such long-term goals guided by core values and purpose to succeed in a world shaped by the experiences of the COVID-19 pandemic. Listen as Janet discusses how these goals contribute to an organization’s overall vision, igniting and building collective greatness.

Recommended Resources: Refresh Strategic Goals to Move Forward, Align Behaviors with Goals and Values, Define Guiding Actions to Live by

Read and study: Each episode of the podcast aligns with the tactics and principles of our host's book, Hardwiring Excellence in Education: The Nine Principles Framework. In conjunction with that book, you can join the mission to create great places to work, learn, and succeed by leading a book study with your leadership team for Hardwiring Excellence in Education. Our free, on-demand book study offers additional tools and resources created by Dr. Pilcher and our Studer Education leader coaches. Each chapter in the study also features exclusive interviews with influential education leaders sharing how they’re making a difference in their districts and beyond.

Order book here.

Sign up for book study here.

Join Dr. Janet Pilcher as she engages in a conversation with Dr. Shelly Viramontez, Superintendent, and Ms. Whitney Holton, Associate Superintendent, of Campbell Union School District in Campbell, California. Dr. Viramontez discusses her commitment to leadership development, particularly focusing on aligning systems and streamlining processes so leaders can focus on meaningful and impactful work. She also shares specific examples of process improvements that have achieved significant outcomes. Additionally, Ms. Holton highlights how the district is implementing continuous improvement down to the classroom level. Listen now to hear Dr. Viramontez and Ms. Holton explain how the organizational shift from compliance to commitment is fostering a positive culture within the district.

This episode addresses questions such as:

• How does collaboration across departments boost organizational efficiency?
• What positive results are achieved through intentional data collection in monitoring classroom progress?
• How do you empower teachers to lead the work of continuous improvement at the classroom level?

Recommended Resources: Continuous Improvement Through Leadership , Simple Strategies for Classroom Improvement, Empower Your Team: Using Plus/Delta as a Template for Making Improvement Decisions

Read and study: Each episode of the podcast aligns with the tactics and principles of our host's book, Hardwiring Excellence in Education: The Nine Principles Framework. In conjunction with that book, you can join the mission to create great places to work, learn, and succeed by leading a book study with your leadership team for Hardwiring Excellence in Education. Our free, on-demand book study offers additional tools and resources created by Dr. Pilcher and our Studer Education leader coaches. Each chapter in the study also features exclusive interviews with influential education leaders sharing how they’re making a difference in their districts and beyond.

Order book here.

Sign up for book study here.

How do gratitude and goodwill enhance the quality and richness of life? Join Dr. Janet Pilcher as she invites us to reflect on the power of small acts that, when multiplied, shape a more harmonious and compassionate world. Listen as Janet reminds us to create a context of warmth and balance with every gentle gesture of goodness leading to the next.

Recommended Resources: Finding Purpose Outside of Work, Reflect to Overpower Hate, Show Your Gratitude

Read and study: Each episode of the podcast aligns with the tactics and principles of our host's book, Hardwiring Excellence in Education: The Nine Principles Framework. In conjunction with that book, you can join the mission to create great places to work, learn, and succeed by leading a book study with your leadership team for Hardwiring Excellence in Education. Our free, on-demand book study offers additional tools and resources created by Dr. Pilcher and our Studer Education leader coaches. Each chapter in the study also features exclusive interviews with influential education leaders sharing how they’re making a difference in their districts and beyond.

Order book here.

Sign up for book study here.

Join us for part two of Dr. Janet Pilcher’s thought-provoking conversation with Superintendent Rob Clayton of Warren County Public Schools. In this episode, they dive into how Mr. Clayton has built trust, courage, ownership, and commitment with his team by leading with intention and transparency to achieve organizational excellence. They also discuss the importance of data-driven decision-making and systematic review processes to encourage a culture of accountability and alignment. Lastly, Mr. Clayton highlights the ultimate goal of ensuring student success by focusing on the continued investment in and development of the adults who play a pivotal role in students' educational journeys.

This episode addresses questions such as:

• How does collaboration positively influence the executive decision-making process? 
• What is the beneficial influence on students when support is provided to the adults within an organization?
• How does instilling a sense of pride and ownership within a team create a culture where employees are assertive and empowered?

Recommended Resources: Achieve Accountability Through Consistency and Communication, Building Transparency and Trust, Listening to Parents and Students via Pulse Surveys

Read and study: Each episode of the podcast aligns with the tactics and principles of our host's book, Hardwiring Excellence in Education: The Nine Principles Framework. In conjunction with that book, you can join the mission to create great places to work, learn, and succeed by leading a book study with your leadership team for Hardwiring Excellence in Education. Our free, on-demand book study offers additional tools and resources created by Dr. Pilcher and our Studer Education leader coaches. Each chapter in the study also features exclusive interviews with influential education leaders sharing how they’re making a difference in their districts and beyond.

Order book here.

Sign up for book study here.

Join us as Dr. Janet Pilcher sits down with Mr. Rob Clayton of Warren County Public Schools for a compelling conversation about accountability, leadership consistency, and the transformative power of intentional communication. Tune in as Mr. Clayton describes the role of accountability in achieving organizational goals and how he is actively embedding his commitment to accountability into the district’s culture. He also discusses how he uses the core values of being respectful, ethical, professional, and nurturing to establish consistency in leadership practices across the entire organization. Listen as Mr. Clayton delves into his experience of practicing intentional listening and soliciting and using feedback to help him build strong relationships and achieve positive outcomes within the district.

This episode addresses questions such as:

• What role does accountability play in achieving organizational excellence?
• How does consistency in leadership practices provide support for eventual transitions?
• How can leaders successfully demonstrate intentional listening?

Recommended Resources: Building Transparency and Trust, Develop Accountability to Develop Leadership, The Maturity Model: Phases of Improvement in Organizational Excellence

Read and study: Each episode of the podcast aligns with the tactics and principles of our host's book, Hardwiring Excellence in Education: The Nine Principles Framework. In conjunction with that book, you can join the mission to create great places to work, learn, and succeed by leading a book study with your leadership team for Hardwiring Excellence in Education. Our free, on-demand book study offers additional tools and resources created by Dr. Pilcher and our Studer Education leader coaches. Each chapter in the study also features exclusive interviews with influential education leaders sharing how they’re making a difference in their districts and beyond.

Order book here.

Sign up for book study here.