From Mindless to Mindful by Draj Fozard and Jesse Otta is an easy read reflecting on the lessons learned from two individuals with different backgrounds. A former bank executive that learned from working on Bay Street and a young man that learned from working at a car wash through school. Leaders know that lessons come from everywhere. We just have to be open to observing, learning and demonstrating new learnings – teachability.

Draj and Jesse learned some key lessons and have put them into action:
– Measure loyalty and not satisfaction
– Talk to your customer and act on feedback
– Turn indifferent customers into advocates
– Focus on creating a wow experience
– Sell solutions, recommendations and advice and the products/services will sell themselves
– People drive experience – products can be reproduced, people can’t
– Hire people that like people

Thank you Draj and Jesse for some great stories and lessons that can be applied to business or family life.