Transform Your Customer Service: Expert Leadership Training with Harry Travis

Full Episode Description

About the Guest(s): Harry Travis is a seasoned professional in the healthcare, pharmacy, and insurance sectors. He holds an MBA from the University of Virginia and a pharmacy degree from the University of Pittsburgh. Travis has served in leadership roles for several prominent organizations, including as Senior Vice President of Operations at CVS Health, overseeing a part of the Caremark line of business. He also boasts experience as COO at Accredo, leading Aetna's specialty pharmacy and mail order operation, and running a digital health company focused on innovative microchip technology in medicine. Currently, Travis is managing his own consulting and executive coaching business and serves as a board member for a tech company in Orlando. Episode Summary: In this insightful episode of "Growing Your Business with People," host Jeff Lackey is joined by Harry Travis, a veteran in the realm of healthcare and pharmacy operations. The conversation delves into how Travis managed customer service for a massive customer base, the importance of investing in first-line supervisors, and the art of navigating business challenges with poise and determination. The episode spotlights Travis's expertise in leading teams at CVS Health and his innovative approach to enhancing customer service experiences. With a focus on the critical impact of first-line supervisors on customer interactions, Travis discusses the leverage point in organizations where leadership development can magnify results. He shares a unique initiative, "Year of the Supervisor," designed to uplift and educate supervisors within the company. Key Takeaways: Invest in First-Line Supervisors: Focusing on the development of first-line supervisors can significantly improve the overall customer experience and maximize business leverage. Connecting Different Organizational Levels: Initiatives such as "adopting a supervisor" help bridge the gap between various management levels, fostering understanding of frontline challenges and enhancing overall communication. Understanding the Cost of Layoffs: While sometimes necessary, layoffs carry hidden costs such as contingent labor expenses, lowered morale, and customer service impact, all of which can affect the bottom line. Stockdale Paradox in Leadership: Admiral James Stockdale's experiences as a POW offer profound lessons in leadership, particularly the balance of maintaining long-term positivity while enduring challenging conditions. Notable Quotes: "If you want to improve customer service, the place where you have the most leverage is with the first line supervisor." – Harry Travis "You don't work for a company. You work for your boss. Your relationship with your boss… determines your attitude on the job." – Harry Travis "Anybody can hang a shingle out and become a coach, but there's a right and the wrong way to do it, and I'm enjoying learning the skill sets behind it." – Harry Travis "You choose your attitude. No one else chooses it. No matter where you are…only you are responsible for your attitude." – Harry Travis Resources: Harry Travis mentioned Admiral James Stockdale, whose biography and philosophy can be explored through various books and online resources for leadership insights. Tune in to the full episode of "Growing Your Business with People" to gain wisdom from Harry Travis's extensive experience in leadership and customer service. Don't miss future episodes for more enriching discussions that can guide your business strategies.