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Honoring Stewart: A Legacy of Dedication and Compassion

In our fast-paced and technology-driven world, stories of genuine kindness and human connection often emerge from the most unexpected places. Today, I want to share a story about Stewart, a beloved young employee at Lowe’s Home Improvement who recently passed away in his 50s. Stewart’s dedication to serving customers and his colleagues made him a shining star in his workplace. He was a person who loved his work, approaching each day with enthusiasm and an ever-present smile. Over the years, he accumulated numerous awards that he proudly pinned to his company vest, each symbolizing his loyalty, hard work, and dedication to his job and those around him.

After Stewart’s passing, his mother reached out to the local Lowe’s store, hoping to retrieve his vest with its treasured pins. In her grief, she wanted a part of him—a tangible reminder of his years of commitment and joy at the store. She imagined the vest folded neatly, ready for her to tuck away as...

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The Neuroscience of Conversation: Why Talking is Good for Your Brain (and Your Soul)

Conversations aren't just about words. They're about connection, empathy, trust, and all the unspoken magic that happens when two people genuinely engage. Sure, you’ve probably heard the phrase, "It’s not what you say, it’s how you say it." But let’s take it further: it’s what happens in your brain when you say it.

Think about it. Why do some conversations leave you energized and others drain you? Why does talking with the right person at the right time feel like a shot of caffeine straight to the soul?

Here’s the kicker: neuroscience shows us that conversation is way more than chit-chat. It’s a workout for your brain. And like all good workouts, the results are real, even if you don’t see them right away.

What Happens in Your Brain When You Talk

Picture this: you’re deep in a meaningful conversation. Not small talk, but the kind of chat that makes you think, makes you feel. Behind the scenes, your brain is lighting up. Different...

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Courtesy Is Contagious: The Diminishing Element of Service in a Fast-Paced, Digital World

Today's world is fast-moving and so much of our communication has moved behind screens, from emails and text messages to virtual meetings and social media interactions. While technology has improved efficiency and speed, it has also chipped away at one critical element of service culture: COURTESY. Now more than ever, we need to remember that courtesy isn't just a simple gesture but the foundation of meaningful interactions and long-lasting professional relationships.

One powerful example of the timeless value of courtesy comes from the history of the Dinkler Hotels, a family legacy of my dear friend, Carling Dinkler III. In the early 20th Century, his great-grandfather, Louis Jacob Dinkler, built more than 22 hotels across the southeastern United States, each one reflecting a single guiding principle: “Courtesy Is Contagious.” Engraved on every employee’s name tag, this phrase wasn't just a tagline but a mission statement that set Dinkler Hotels apart...

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Mergers and Mission Statements

The Importance of Establishing Mission and Vision Statements During Mergers and Acquisitions

Mergers and acquisitions (M&A) mark pivotal moments in the life of any business, offering opportunities for growth, diversification, and innovation. However, they also bring about significant challenges, particularly in aligning the cultures, strategies, and goals of the merging entities. One critical step in navigating this complex process is the establishment of clear mission and vision statements. These foundational elements are not just guiding principles but are essential tools that can smooth the transition and unify the newly formed organization.

Why Mission and Vision Statements Matter in M&A

When two companies merge, they create a new entity, a blend of histories, cultures, and strategic priorities. Without a shared direction, this new entity can struggle to find its footing, leading to confusion, disengagement, and even conflict among employees. Mission and vision...

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The Power of Storytelling in Sales: Creating Unique Connections

In today’s competitive sales environment, where data and analytics often take center stage, the art of storytelling remains a timeless tool for creating meaningful connections. Just as the ancient Greeks used storytelling to impart wisdom, build community, and preserve culture, sales professionals can harness this powerful technique to engage prospects, build trust, and leave lasting impressions.

The Legacy of Storytelling: From Ancient Greece to Modern Sales

Storytelling has been a cornerstone of human communication for millennia. The ancient Greeks, known for their rich oral traditions, understood the power of a well-told story. Through myths, legends, and epic tales, they conveyed values, taught lessons, and forged a shared identity. Storytelling was more than entertainment—it was a way to connect people, bridge gaps in understanding, and create a shared experience.

This ancient tradition still holds immense value in the modern world, particularly in sales. In an...

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The AI Takeover: Will C-Suite Executives Be Replaced by Artificial Intelligence?

In the realm of technological advancement, the buzz around artificial intelligence (AI) is incessant. From automating mundane tasks to revolutionizing entire industries, AI's potential seems boundless. One of the most intriguing discussions in this sphere is whether AI will eventually replace C-suite executives, the top-level decision-makers in companies. Let's delve into this fascinating topic and explore the possibilities.

The Role of C-suite Executives:

C-suite executives, including the CEO, CFO, COO, and others, hold pivotal positions within organizations. Their responsibilities encompass strategic planning, financial management, operations oversight, and fostering innovation. These individuals possess a unique blend of experience, expertise, and intuition that drive the direction and success of their companies. They are the visionaries who steer organizations through turbulent waters and capitalize on opportunities in dynamic markets.

AI's Growing Influence:

AI's capabilities...

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AI Will Never Replace Noelle

No Machine Can Match the Heart of a Nurse: Why AI Won't Replace Noelle at MD Anderson

MD Anderson. The name strikes fear and hope in the hearts of many. It's a place where cutting-edge treatments battle relentless illnesses. But within these walls lies a human touch irreplaceable by even the most sophisticated AI – nurses like Noelle.

My wife has been a patient at MD Anderson for five years and each visit has put us in touch will an unmatched level of empathy, understanding, kindness, and compassion. Our recent, early-morning visit amplified our already stellar perception of genuine care provided by the doctors and staff at this world-class institution when we met Noelle, one of the many nurses who make these visits so memorable and encouraging. She effortlessly made us comfortable from the time she greeted us with an effervescent spirit until she left the room while anchoring us with encouraging words of confidence and comfort.

Noelle isn't just a dispenser of medication and...

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Embrace the Squirm: Why Getting Comfortable with Discomfort is Your Key to Growth

Now that I have your attention. . .

One of my Fortune 500 clients recently reminded me of the phrase "get comfortable being uncomfortable." It might sound cliche, but it's actually a profound truth when it comes to personal and professional growth. As humans, we're wired to seek comfort and avoid discomfort. It's a primal instinct, keeping us safe from immediate danger. But in the grand scheme of life, avoidance often hinders progress, leaving us stagnant and unfulfilled.

Think about it. Have you ever longed for a new job, a deeper connection, or a personal achievement, but held back because the pursuit made you nervous? You're not alone. Fear of the unknown, the sting of potential failure, and the sheer awkwardness of stepping outside our comfort zones can be paralyzing. But here's the thing: avoidance rarely solves anything. It only delays the inevitable.

Imagine every missed opportunity as a closed door. Every time you choose comfort over growth, you shut yourself off from...

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Culture Contagion: How Service Values Infect Your Value Proposition

It's a common refrain: "Our employees are our greatest asset." But are we leveraging that asset to its full potential? Especially when it comes to delivering on the promises we make to customers, our value proposition? The answer lies in fostering a service culture, a contagious spirit that infects employees with a passion for exceeding expectations. 

So, what exactly is a service culture? It's more than just saying "please" and "thank you." It's an ingrained belief in putting the customer at the heart of everything we do. It's woven into the fabric of the company, shaping every interaction, decision, and behavior. 

But how does this internal culture translate into external results? How does it impact the delivery of our value proposition? Here's how: 

1. Employee Engagement: A strong service culture breeds engaged employees. They're not just clocking in and out; they're emotionally...

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Love Calls - The Overlooked Goodwill Asset

In 1984, Stevie Wonder released one of his all-time classic songs, “I Just Called To Say I Love You”. It became an instant hit, quickly moving up the charts to the number one spot where it remained for several weeks. Additionally, it won a Golden Globe and Academy Award for Best Original Song and it received three Grammy Award nominations that year, as well.  

The song is about Stevie making a call to his girlfriend for no special reason – only to say “I love you”. Throughout the song, he names the many holidays and occasions that usually warrant such a call but emphasizes that, unlike those days that prompt good wishes and expressions of love, this call was only influenced by his love for her.  

Do you and your employees make “Love Calls” in your business throughout the year? You should. Oh, I don’t mean it literally. Are you and your team making calls to customers and clients to express gratitude and appreciation...

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