Making failure fantastic (with Mark Sanborn)

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.