The Outstanding Ohioans show, Episode 54-Don’t Bureaucrat This One, Conversation with guest host Angus Macleod


This show brings the audience great things Ohioans are doing to make their communities, the state, the region, and the world a better place as entrepreneurs, leaders, historical and popular culture figures.

To connect with the Outstanding Ohioans show, here are a few ways:


Yes indeed, I am now using the word bureaucrat as a verb.  In this conversation with Angus Macleod, we talked about several topics.  These topics included:

  • Leadership philosophies
  • Delegation
  • what makes working in sports, recreation, and wellness so compelling and fulfilling
  • In customer service, strive not to have staff bureaucrat customer requests as much as possible.
  • Ownership
  • Connection
  • Apathy

Thank you for taking the time to listen to the show.  Please leave a review on ITunes or Stitcher, or email me at  Please refer any recommended future guests to my email.


The Outstanding Ohioans show, Episode 52-Interview with Rikki Teeters, Owner/Founder of @OhioExplored





For episode 52 of The Outstanding Ohioans show, I had the pleasure of interviewing Rikki Teeters, Owner/Founder of Ohio Explored LLC.  We had a great conversation about our mutual love for the Buckeye State, and discovered some things we had in common.

To connect with the Outstanding Ohioans show, here are a few ways:

I was so impressed to hear how Rikki pivoted from a great job in Portland, Oregon and how she envisioned and created Ohio Explored.  Here are some highlights from our conversation:

  • Growing up in Waverly, Ohio, and who her role models were
  • how she developed her creativity and technology skills
  • Her experience at Miami University, and how her User Experience Designer skills serve her in this ownership role
  • the value of combining interests and disciplines to create great work
  • her reason for starting Ohio Explored, based on a lack of information
  • what she wants the “heads down” generation to do
  • what surprises people about Ohio
  • what sites/attractions does she hear people talk about the most-among those we talked about were:  Great Ohio Bicycle Adventure, Hocking Hills, Cleveland Metroparks, Toledo Metroparks, Cincinnati Parks
  • what is her favorite place in Ohio
  • how to apply to be a featured Ohio Explorer
  • the Ohio Explored Product Line
  • she wants her legacy to be that “Ohio is a beautiful place and we need to enjoy it”

Connect with Ohio Explored on the website; instagram; twitter; facebook

Thank you for listening, have a great day!

Own the Customer! Own YOUR Customer!

Customers are not always right, but they are the most important part of any business.  Without customers, there is no money to pay employees, no money to buy equipment, no money to pay the rent.  That’s obvious right?  If you are not making every decision, every idea, every thought with the customer in mind, you need to do it.

It is important to build up a bank account of goodwill with your customers for the day there is an issue to resolve (and if they are a frequent visitor, the day WILL COME).  How do you do this?

  • greet them and thank them for their business EVERY TIME they visit, even if they do not buy anything
  • use their name
  • try to find out the reason behind their purchase
  • remember or find out about their most recent purchase from you and how it is working out (remembering without asking is much more impressive!)
  • if they ask a question you don’t know the answer to, promise to find out the answer and then personally follow up with them, along with the name of the person who will follow up with them….DO NOT just pass them off to someone else
  • DO NOT blame a co-worker or supervisor…the customer does not care about your organization chart, they just want the issue resolved
  • return all phone calls and emails promptly (have an automated away message up with another contact person if you will be gone for an extended period of time)
  • take detailed messages if the customer wants to hear back on anything
  • simplify the process for the customer
  • provide tokens of appreciation for long-term business
  • listen to their complaints, get their contact information, and notify the customer of the resolution to address the complaint PERSONALLY
  • ask questions about their lives, ask questions about the benefits they receive from using your product/service
  • remember something from your last conversation and follow up on their next visit
  • send handwritten notes of recognition for special items, such as birthdays, job promotions, etc
  • if your organization cannot provide a requested service, recommend someone who can, even if they are a competitor
  • solve a problem the customer has

The best customer service staff do these things to develop connections and relationships with THEIR customers.  The biggest indicator that your staff are doing this is if the customer only wants to deal with that person, or asks to see them if that person is not serving them that visit.

Strive for this kind of ownership from your front-line staff, and watch your retention percentage soar.  See your satisfaction increase.

I would love to hear your customer service stories!






Here are a couple of my most viewed posts.

Click here for my book review of Toughness:  Developing True Strength On and Off the Court by Jay Bilas

Click here for my book review of The Power of Negative Thinking by Bob Knight

Click here for my book review of Bo’s Lasting Lessons:  The Legendary Coach Teaches the Timeless Fundamentals of Leadership

Brothers should bunk

-I am the author of The Basketball Match Up Zone and Multi-Purpose Basketball Offense ebooks.