In the journey to build extraordinary teams and unforgettable customer experiences, one truth stands tall: Words Matter. Especially in leadership, the language we choose—and how consistently we use it—can shape the mindset, performance, and culture of entire organizations.
The Blueprint for Excellence
Every team meeting, every coaching conversation, and every training session is a chance for leaders to reinforce the values that define excellence. When leaders consistently speak with intention—promoting traits like trustworthiness, attention to detail, a sense of urgency, and integrity—they don’t just communicate expectations. They model them. And that modeling becomes the blueprint for how teams interact, serve customers, and hold themselves accountable.
Excellence Isn’t Just a Goal, It’s a Habit
Leadership isn’t just about strategy—it’s about influence. It’s about creating a culture where values are not only preached but practiced. When leaders align their words with their actions, they foster an environment where excellence isn’t a goal; it’s a habit.
And speaking of habits, I often remind teams of a powerful truth: it takes 21 repetitions to form a habit. This is especially relevant in leadership. When behaviors rooted in excellence are repeated and reinforced, they become second nature—not just to the leader, but to everyone they influence.
Repetition is Good!
During my 17-year tenure with The Ritz-Carlton Hotel Company, I had the privilege of seeing this philosophy brought to life. I saw how a global culture of excellence could be intentionally built, faithfully replicated, and widely admired across industries. It was never accidental. It was always deliberate—driven by leadership, modeled through language, and sustained by consistent action.
The Value of Your Words
This deep belief in the power of words and values is what inspired my book, The Value of…. It’s a collection of 30 energizing words and phrases that leaders can use to spark motivation, build stronger teams, and drive lasting change. These aren’t just buzzwords—they’re actionable, meaningful, and rooted in real-world leadership experience.
Today, The Value of… serves as the foundation for my signature leadership workshop, The Role of Leadership in Driving Excellence, and its companion employee program, Raising the Bar: Elevating the Customer Experience from Average to Extraordinary. Together, they empower leaders and teams to go beyond the status quo and embrace a culture of high performance and exceptional service.
Whether you’re a seasoned executive, a rising leader, or a dedicated team member eager to make a difference, The Value of… offers immediate takeaways. You won’t need to wait until the last chapter to feel inspired—each page is designed to equip you with tools you can use right now to lead with clarity, confidence, and purpose.
Because in the end, leadership is influence—and the words we choose can either lift people higher or hold them back. So, choose them wisely. Speak them consistently. And let them be the catalyst that turns potential into excellence.
Scan the QR Code now, and grab your copy of this book today!