Very few people have done as much speaking and writing on the topic of leadership as my friend and guest on this episode of “Aim Higher.” Mark Sanborn has written 8 books, one of which, “The Fred Factor,” has sold over 2 million copies. He’s been ranked the #5 leadership expert in the world by GlobalGurus.org and I always learn something new from him whenever we get together. Mark shares a number of great points in this discussion. One all leaders need to take to heart is the ability to turn customer service failures into fantastic recoveries. He and I agree that you never get a better chance to impress a customer as when you respond to a problem. Listen to what Mark has to say on this vital subject.