The Wow Factor

Will Guidara is the founder of Thank You, a hospitality company that helps leaders across industries transform their approach to customer service. He is also the former co-owner of Eleven Madison Park. In his book Unreasonable Hospitality, he shares many of the lessons about service and leadership he learned throughout his career in restaurants and makes the case that any business can choose to be in the hospitality industry by taking ordinary transactions and turning them into memorable experiences. He is also the co-founder of the Welcome Conference, an annual conference that brings together the best minds in the world of hospitality. A graduate of Cornell University, he has co-authored four cookbooks, was named one of Crain's New York Business's 40 Under 40, and is a recipient of WSJ Magazine's Innovator Award.

Will Guidara is with us today to reflect on his experience in the restaurant industry and how it has impacted his approach to business, prioritizing human connection and caring for people. He believes that the hospitality industry has valuable lessons to offer, particularly in that it encourages others to choose to concentrate on the people around them. Will also comments on how society's views on leadership have changed over the years and why we need to prioritize connection over perfection

"We can inspire people to be better versions of themselves through our attention to detail or our creativity." - Will Guidara

"It's crucial to name for yourself why your work matters." - Will Guidara

"Find one size fits one gestures." - Will Guidara

This Week on The Wow Factor:

• Will's experience of growing up in Sleepy Hollow, New York, and what he learned from his mentor and best friend, his father

• Will discusses his experience of spending time with famous chef Daniel Boulud, including his generosity to him and his father

• The role of Will's mother in his upbringing and how she inspired him even after his death

• Will's career history in restaurants, including at Tribeca Grill and Spago, and why he credits Danny Meyer as a major influence

• Why Will left his role with Danny to learn about the inner workings of a corporate restaurant company

• The gelato spoon that illustrates Will's Rule of 95/5

• Why unreasonable hospitality means going above and beyond for guests

• Moments of Improvisational hospitality, including buying sleds for kids from Spain who had never seen snow

• The importance of making guests feel seen and valued through personalized gestures rather than relying on generic or contrived acts of hospitality

• Why Will employs a Dreamweaver on his team at the restaurant and what the job role entails

Will Guidara's Words of Wisdom: A leader needs to be a host. They need to pursue with creativity and intention, a genuine sense of connection amongst the people that work with them. Because if we don't feel like we are in a community with our colleagues, we'll never do anything.

Connect with Will Guidara:

• Will Guidara on LinkedIn

• Unreasonable Hospitality

• Will Guidara on Instagram

Connect with The WOW Factor:

• The WOW Factor Website

• Connect with Brad Formsma via email

• Brad Formsma on LinkedIn

• Brad Formsma on Instagram

• Brad Formsma on Facebook

• Brad Formsma on Twitter

General Krulak is a former commandant of the U.S. Marines Corps and a deputy director of the White House Military Office, and he has served by presidential appointment as chairman of the U.S. Naval Academy Board of Visitors, overseeing the board responsible for the policies of the U.S. Naval Academy. Following his retirement from military service, General Krulak was made chairman and CEO of MBNA Europe Bank in England, where he oversaw the financial turnaround for the credit card provider. He subsequently joined MBNA America Bank as vice chairman and chief administrative officer, where he was responsible for corporate and personnel development and education. General Krulak served as president of Birmingham-Southern College and continues to be passionate about supporting the development of young people.

General Krulak joins me today to share the experience he gained while working with Presidents Regan and Bush as part of the White House Military Office staff and how his role was pivotal in providing military support. He discusses his move into leading private companies and why it was important to him to be authentic and honest to get the best out of his staff and himself in this new industry. General Krulak also shares the motivation behind his charitable work with the US Israel Education Association and the future objectives of the program.

"Where principle is involved, be deaf to expediency." - General Krulak

This week on The Wow Factor:

• The advantages of growing up a military junior
• Why he decided to join the Marine Corps
• His journey through training school to become an Infantry Officer and subsequently go to Vietnam
• The emotional impact of being in the Marine Corps on his wife and family
• How he progressed through the ranks in his career
• The difference between the public and classified areas of his work at the White House
• The personal importance of embracing Christianity to General Krulak
• His pride in being selected as the Marine Corps Commandant
• The Importance of prayer in significant moments
• The Influence of his father and other mentors such as President Regan
• Why he is passionate about moving forward and helping young people
• How he continued to grow as a leader
• Why he doesn't dwell on regrets

General Krulak's Words of Wisdom:

If you want to be successful in life, be a man or a woman of character, have moral courage, do the right thing, have integrity.

Connect with General Krulak:

• Hope for the Warriors website
• US Israel Education Association website
• Human Rights First website

Connect with The WOW Factor:

• Website
• I Like Giving: The Transforming Power of a Generous Life book by Brad Forsma
• LinkedIn
• Instagram
• Facebook
• Twitter

Dr. Emerson Eggerichs is an internationally known public speaker on marriage, parenting, and communication. Based on over three decades of counseling and scientific and biblical research, Dr. Eggerichs developed the Love and Respect Marriage Conference, which he presents to live audiences around the country. Emerson has authored several books, including Love and Respect in the Family, Mother & Son: The Respect Effect, and the New York Times bestseller Love and Respect. Emerson is also the Founder and President of Love and Respect Ministries.

I welcome Emerson to the Wow Factor today to discuss how God directs our steps and frees us to use our free will to direct our own lives. He believes that the Bible prompts people to recognize the answers to the big questions in life by understanding the four wills of God, which he calls the B.A.G.S, (Believe in Jesus, Abstain from sexual immorality, Give thanks always, Submit to the Lord). Emerson also shares how he realized that men and women communicate differently and why he was prompted to set up the Love and Respect conferences.

"It doesn't hurt to ask God to bring about a coincidence every once in a while, and see what might happen." - Emerson Eggerichs

"The two key ingredients for a successful marriage are love and respect." - Emerson Eggerichs

"I just want to see the hand of God in my life; I really don't care what's in it." - Emerson Eggerichs

This Week on The Wow Factor:

• How the challenges in Emerson's family situation prompted him to know Christ and lead his family to Christ
• What Emerson learned about leadership in the early years of being a senior pastor
• Why Emerson made the decision not to write any books until he was 50
• Why Emerson was inspired to develop some way to help people experience, love, and respect
• Emerson describes the four wills of God and shares why they remain central to almost every part of life
• What the 'crazy cycle' is and how it can damage a marriage
• The importance of being honest with yourself about where you can do better in your life
• How the Bible gives us constant reminders of the critical factors in life
• Emerson's thoughts on the state of marriage in the US today

Dr. Emerson Eggerichs' Words of Wisdom:

God is using you to lead, that doesn't necessarily mean you'll be rich, but the most successful people in life are those that have loved God and loved others.

Connect with Dr. Emerson Eggerichs:

• Love and Respect Website
• Love and Respect Podcast

Connect with The WOW Factor:

• I Like Giving: The Transforming Power of a Generous Life by Brad Formsma
• Words of Wisdom Website
• Brad Formsma on LinkedIn
• Brad Formsma on Instagram
• Brad Formsma on Facebook
• Brad Formsma on Twitter

Jonathan T.M. Reckford is CEO of Habitat for Humanity International, a global ecumenical housing organization that has helped more than 59 million people construct, rehabilitate, or preserve their homes. He earned his Master of Business Administration degree from the Stanford University Graduate School of Business before spending the first part of his career in the for-profit sector, including executive and managerial positions at Marriott, The Walt Disney Co., and Best Buy. While serving as executive pastor at Christ Presbyterian Church near Minneapolis, Minnesota, he was recruited for the CEO position at Habitat. Named the most influential nonprofit leader in America in 2017 by The NonProfit Times, Jonathan is the author of Our Better Angels: Seven Simple Virtues That Will Change Your Life and the World.

I'm excited to have Jonathan on the show today to share more about the mission and vision of Habit for Humanity. He digs deep into how the program works with families, local communities, and volunteers from around the world to ensure people can live in affordable and safe homes. Jonathan shares the journey he took personally and professionally before landing at Habitat for Humanity and discusses why, for him, the heart of leadership is servant leadership.

"This is the kind of thing God has been preparing me for my whole life." - Jonathan T.M. Reckford

"When we give and when we're generous, it's about transforming our own hearts, as well as making a difference in the lives of others." - Jonathan T.M. Reckford

"Working hard is a vehicle for relationship and community." - Jonathan T.M. Reckford

This Week on The Wow Factor:

• Jonathan's early life, his role models and mentors
• What Jonathan did to regain perspective on life when his first job didn't work out as planned
• More about Jonathan's roles at Disney, Marriot, and Best Buy
• The mission trip to India, where he was deeply impacted by global poverty issues
• Why Jonathan decided to become administrative pastor for his local church
• Why Jonathan is so inspired by President and Mrs Carter's incredible faith-driven service ethic
• The work that Habitat for Humanity does in the community and how it's evolved over the years
• How volunteers are integral to Habit for Humanity's mission
• More about the Global Village program
• Jonathan walks us through the process of acquiring and building on land in cities in the US and shares the story of one of their past families
• The impact of rising house prices on workforce and lower-income families

Jonathan T.M. Reckfords' Words of Wisdom:

The heart of leadership is really about servant leadership. I see that in two pieces: first is paying attention to the inner life before you can focus on the outer life, and second is finding the mission that matters.

Connect with Jonathan T.M. Reckford:

• Habitat for Humanity Website
• Jonathan T.M. Reckford on LinkedIn

Connect with The WOW Factor:

• The WOW Factor Website
• Connect with Brad Formsma via email
• Brad Formsma on LinkedIn
• Brad Formsma on Instagram
• Brad Formsma on Facebook
• Brad Formsma on Twitter

Dr. Henry Cloud is an acclaimed leadership expert, clinical psychologist, and New York Times bestselling author. His 45 books, including the iconic Boundaries, have sold nearly 20 million copies worldwide. He has an extensive executive coaching background and experience as a leadership consultant, devoting the majority of his time to working with CEOs, leadership teams, and executives to improve performance, leadership skills, and culture.

This week on The Wow Factor, we're excited to welcome back Dr. Cloud to share his thoughts on questions that help people move past the superficial and really forge a connection. He discusses how focusing on gratitude can help manage anxiety and shares an example of a client who practiced gratitude in challenging professional circumstances and how it helped his mental health. Dr. Cloud also shares his insights on why leaders should be doing everything they can to learn and grow.

"Gratitude is a very, very profound psychological construct." - Dr. Henry Cloud

"It's an act of generosity to look at the bigger picture." - Dr. Henry Cloud

"Empathy is the ability to get into another person's reality." - Dr. Henry Cloud

This Week on The Wow Factor:

• What the word gratitude means to Henry

• Why gratitude is a profound psychological construct that's linked to humility and relational health

• Why receiving is difficult for many people due to shame and a tendency to shield oneself, and the reason it's important to be able to receive gracefully

• The importance of being a cheerful giver rather than giving out of a sense of duty

• Why giving feels so good and creates that warm dopamine release inside you

• The relationship between gratitude and anxiety and how practicing gratitude can help reduce anxiety by affecting brain chemistry

• How generosity helps in creating a positive and abundant universe.

• Why empathy is a requirement for brain development and how it can help you feel safe and trust someone

• Why you should prioritize solving problems early on to prevent them from becoming patterns that damage relationships

• Why, even when we don't have a lot, we've got to give, or we're never going to start giving

Dr. Henry Cloud's Words of Wisdom:

There's an old saying that gets thrown around many leadership circles: "When a leader gets better, everybody wins." So, I would encourage you to get out of your circle and get into other industries and see how other people do things, not just on the business side but also in terms of your soft skills. Do everything you can do to grow.

Connect with Dr. Henry Cloud:

• Dr. Henry Cloud's Website

Connect with The WOW Factor:

• The WOW Factor Website

• Connect with Brad Formsma via email

• Brad Formsma on LinkedIn

• Brad Formsma on Instagram

• Brad Formsma on Facebook

• Brad Formsma on Twitter

Dr. Henry Cloud is an acclaimed leadership expert, clinical psychologist, and New York Times bestselling author. His 45 books, including the iconic Boundaries, have sold nearly 20 million copies worldwide. He has an extensive executive coaching background and experience as a leadership consultant, devoting the majority of his time to working with CEOs, leadership teams, and executives to improve performance, leadership skills, and culture.

This week on The Wow Factor, we're excited to welcome Dr. Cloud to share his thoughts on questions that help people move past the superficial and really forge a connection. He discusses how focusing on gratitude can help manage anxiety and shares an example of a client who practiced gratitude in challenging professional circumstances and how it helped his mental health. Dr. Cloud also shares his insights on why leaders should be doing everything they can to learn and grow.

"Gratitude is a very, very profound psychological construct." - Dr. Henry Cloud

"It's an act of generosity to look at the bigger picture." - Dr. Henry Cloud

"Empathy is the ability to get into another person's reality." - Dr. Henry Cloud

This Week on The Wow Factor:

• What the word gratitude means to Henry
• Why gratitude is a profound psychological construct that's linked to humility and relational health
• Why receiving is difficult for many people due to shame and a tendency to shield oneself, and the reason it's important to be able to receive gracefully
• The importance of being a cheerful giver rather than giving out of a sense of duty
• Why giving feels so good and creates that warm dopamine release inside you
• The relationship between gratitude and anxiety and how practicing gratitude can help reduce anxiety by affecting brain chemistry
• How generosity helps in creating a positive and abundant universe.
• Why empathy is a requirement for brain development and how it can help you feel safe and trust someone
• Why you should prioritize solving problems early on to prevent them from becoming patterns that damage relationships
• Why, even when we don't have a lot, we've got to give, or we're never going to start giving

Dr. Henry Cloud's Words of Wisdom:

There's an old saying that gets thrown around many leadership circles: "When a leader gets better, everybody wins." So, I would encourage you to get out of your circle and get into other industries and see how other people do things, not just on the business side but also in terms of your soft skills. Do everything you can do to grow.

Connect with Dr. Henry Cloud:

• Dr. Henry Cloud's Website

Connect with The WOW Factor:

• The WOW Factor Website
• Connect with Brad Formsma via email
• Brad Formsma on LinkedIn
• Brad Formsma on Instagram
• Brad Formsma on Facebook
• Brad Formsma on Twitter

Bob Woodson is Founder and President of the Woodson Center and 1776 Unites. He is an influential leader on issues of poverty alleviation and empowering disadvantaged communities to become agents of their own uplift. Woodson is a frequent advisor to local, state and federal government officials as well as business and philanthropic organizations. His social activism dates back to the 1960s, when as a young civil rights activist he developed and coordinated national and local community revitalization programs. During the 1970's he directed the National Urban League's Administration of Justice division. Later he served as a Resident Fellow at the American Enterprise Institute. Currently he is the Founder and President of The Woodson Center where he's on a mission to help residents of low-income neighborhoods address the problems of their communities.

Bob joins me today to discuss his approach to dealing with race relations in America and what he believes is a huge problem; the disconnection between work and income, in underserved communities.

"People are inspired to change and improve and cooperate when you can show them examples of victories that are possible, not always reminding them of injuries to be avoided." - Bob Woodson

One of the most powerful metaphors about that makes a difference is that to some on the left, Hank Aaron was the strikeout king. But to some of us who look at the glass as being half full, he was the home run king. It depends upon what your perspective is. - Bob Woodson

"You should always look for antibodies. Even in the worst communities, there are healthy elements that I call community antibodies. If you say that 70% of the people in that community are raising children that are dysfunctional, it means 30% or not. You can learn nothing from studying failure except how to create failure." - Bob Woodson

This week on The Wow Factor:

• How Bob's upbringing inspired him to work in Civil Rights

• The breakdown of the traditional American Family

• Why you can't define Black America by slavery

• The importance of looking for the solution to every problem

• Why you can't judge people by their past

• When you give freely, don't give with the expectation that you will be thanked

• Why you must stay faithful to what you do and not be so attached to the outcome of what you're doing

• Why America is a country of redemption

Bob Woodsons Words of Wisdom:

When you give freely, don't give with the expectation that you're going to be thanked. Give out of Godly responsibility, rather than compassion.

Connect with Bob Woodson:

• The Woodson Center

• Bob Woodson's Twitter

• 1776 Unites

• Bob Woodson's Books

Connect with The WOW Factor:

• The WOW Factor Website

• Connect with Brad Formsma via email

• Brad Formsma on LinkedIn

• Brad Formsma on Instagram

• Brad Formsma on Facebook

• Brad Formsma on Twitter

Today we honor the life of Tom Cole and his 37-year career in investment banking. He ran the leveraged finance business at three different firms – Citibank, HSBC, and Deutsche Bank. In this role he provided loan and bond financing to large corporations and financed leveraged buyouts for the world's largest private equity firms.

Tom held a leadership role in the Manhattan chapter of New Canaan Society since its inception in 2008 through 2021, and served on the Board of Directors of the NCS national organization since 2012, including as Chairman from 2017-2019. He held the role of Managing Partner of the advisory firm Narrowgate Partners. In addition, Tom served as President and is a founding member of Faith in Financial Services in New York, and he was on the Board of the Center for Being Known, a nonprofit organization started by psychiatrist and author Curt Thompson.

Tom received his BS degree in Finance from Indiana University and his MBA from the University of Chicago. He and his wife, Kim, lived in Naples, Florida, and they have three adult children Jenna, Tara, and Jonathon and four grandchildren. Tom recently completed a book for his family titled The Narrow Gate, which was published later last year.

On this episode of The Wow Factor, we honor the life of Tom, who shares his insights and wisdom on the importance of building deeper professional relationships. He discusses his book, The Narrow Gate: Fatherly Advice for Navigating the Pathway to Your Best Life, based on his life's journey and the lessons he learned along the way. Tom also shares more about his long career in finance and talks about how leaders can become more effective by listening to their employees and supporting them through difficult times.

"Chaos provides the opportunity for learning and growth." - Tom Cole

"When you get to the end of your life, the most important thing in your life is going to be the relationships that you've had and how you've impacted other people." - Tom Cole

"Your best life will not be by taking the easiest path... it's most fulfilling when you do the hard things to get to the best result.." - Tom Cole

This Week on The Wow Factor:

• Tom's early life and when he began to focus his talents on finance and business
• Some of the ups and downs in Tom's personal life and how that impacted him as a leader
• Tom shares why scripture and God's word steer his life
• Why it was so important to Tom to build genuine relationships in his professional life
• How Tom and his wife look at giving and how they moved from reactionary giving to building an intentional roadmap for their generosity
• Tom's heart attacks and why they were the catalyst for writing his book as a way to share some of his life lessons
• What fulfillment means to Tom and why it's essential to take a moment to take a deep breath and really define your purpose
• Why Tom became involved in New Canaan and how the organization serves men today
• Why being a good listener is the hallmark of a good leader
• Why building a community is the key to intentional decision-making

Tom Cole:

You need to understand your values, have a true north, and know in which direction you're headed. So many people make decisions motivated by desire and emotion rather than knowledge, fact, and truth because they're isolated rather than part of an engaged community.

Connect with The WOW Factor:

• The WOW Factor Website
• Connect with Brad Formsma via email
• Brad Formsma on LinkedIn
• Brad Formsma on Instagram
• Brad Formsma on Facebook
• Brad Formsma on Twitter

Former CEO of Express Oil Change & Tire Engineers and Executive Chairman of Mavis Tire Express Services, Ricky Brooks assumed the National Christian Foundation/Alabama leadership role on January 1, 2022. NCF Alabama is an affiliate office of the National Christian Foundation, the 6th largest foundation in the US, headquartered in Atlanta. Brooks assumed the role from former NCF Alabama President, Tom Bradford, who opened the Alabama affiliate in January 2008 with 12 families with donor-advised funds. NCF Alabama has grown to over 1200 families and is ranked by the Birmingham Business Journal as the largest Charitable Trust in Birmingham. Over the years, these families have granted their favorite charities over $465 million.

Ricky shares his story of success in building a franchise as a young man and the toll it took on his personal life, leading him to sell the businesses and prioritize his faith. He shares the model he followed at Express Oil Change in recognizing and rewarding his employees so they could give great service and why that is a key component of his 'Win-Win-Win System.' Ricky also shares more about his role at the National Christian Foundation and why he decided to accept the post of President of the Alabama affliate.

"If the customer has a great experience, and the employee is compensated, recognized, and rewarded for executing well, then ownership has to have a win." - Ricky Brooks

"I've always been an entrepreneur." - Ricky Brooks

"Our focus was on freeing up assets to give." - Ricky Brooks

This Week on The Wow Factor:

• Ricky's early experience of leadership as a young man
• Why he decided to go to Mississippi State University, and how he got the scholarship that supported him there
• The entrepreneurial spirit in Ricky and how it found an outlet when he opened a Sonic Drive-In
• The pathway to becoming the youngest franchisee and having the opportunity to open more stores
• Why Ricky decided to move on from Sonic and how becoming a Believer impacted that choice
• Why having a six-day-only work week helped Ricky recruit and retain better employees in Express Oil Change
• Some of the things Ricky did as a leader that helped propel significant business growth
• The importance of finding the right work/life balance
• Why Ricky was the type of entrepreneur who finds a successful model and executes it with excellence
• How Ricky's 'Win Win Win System' works
• How being a member of the National Christian Foundation supported Ricky to be a generous giver

Ricky Brooks's Words of Wisdom:

The great majority of your net worth is tied up in your business, and there are ways to unlock it that will allow you to give generously for Kingdom purposes.

Connect with Ricky Brooks:

• NFC Giving - Alabama

Connect with The WOW Factor:

• The WOW Factor Website
• Connect with Brad Formsma via email
• Brad Formsma on LinkedIn
• Brad Formsma on Instagram
• Brad Formsma on Facebook
• Brad Formsma on Twitter

Colonel Littleton (born December 15, 1943) is an American fashion designer and business proprietor, best known for his Col. Littleton brand of upscale leather goods, apparel, and specialty products − most handmade in his Lynnville, TN workshop by local craftsmen. Col. Littleton, The Great American Leather Company, was established in 1987 by Colonel.

Colonel Littleton joins me on the show this week to share his philosophy on always going above and beyond in business. He describes why they're committed to providing an extraordinary customer experience and how everyone in the company plays their part in making that happen, from constantly learning and innovating to checking the quality of every single product they send out. Colonel Littleton also shares more about why he's in the 'wanting business' and why it's so important to him to be able to offer customers the absolute best they can buy.

"I never wanted to do anything but the best." - Colonel Littleton

"We strive to do more than we get paid for." - Colonel Littleton

"There ain't no future in being ordinary." - Colonel Littleton

This Week on The Wow Factor:

• How Colonel Littleton's fascination with fashion began with 17 pairs of antique cufflinks
• Where his interest in creating heirlooms began
• How the Colonel increased his business by selling personalized engraved pocket knives to prestigious stores
• When Colonel Littleton moved away from buying in their goods to making their own
• Where the name 'Colonel' came from, and why it stuck
• Why they only have one rule in the whole company, and what it is
• Colonel Littleton's obsession with providing exemplary customer service
• The importance of good judgment and common sense
• How Colonel Littleton ensures that the customer always receives the perfect product and has an excellent experience

Colonel Littleton's Words of Wisdom:

You have to help people help themselves and feel good by gaining self-worth. Stuff doesn't make you happier. It's how you conduct your life. It's how you treat other people. That's what makes you happy.

Connect with Colonel Littleton:

• Col. Littleton Website

Connect with The WOW Factor:

• The WOW Factor Website
• Connect with Brad Formsma via email
• Brad Formsma on LinkedIn
• Brad Formsma on Instagram
• Brad Formsma on Facebook
• Brad Formsma on Twitter