Lessons in Frontline Leadership

Full Episode Description

About the Guest(s): Dennis Berger is a seasoned Human Resources executive with over 34 years of experience in the field. He has held key leadership roles such as Chief Human Resources Officer (CHRO) at CDW, AutoNation, and Suffolk Construction. Dennis's extensive career also includes over a decade at Pepsi. He actively contributes to workforce development as the committee chair for Skills for America's Future and sits on the board at Skills for Rhode Island's Future. Episode Summary: In this enlightening episode of "Growing Your Business with People," host Jeff delves into the world of frontline leadership with distinguished guest Dennis Berger. With a rich history in human resources, Dennis brings a wealth of knowledge about the importance of picking the right team and leading with a focus on those who are on the frontline, interfacing directly with customers. Dennis emphasizes that leaders should never defer their pick when it comes to team selection, advocating for a personal and hands-on approach to building winning teams. He discusses using a "values match" strategy over a "culture fit" to ensure that team members not only align with organizational principles but also bring diverse strengths. Jeff and Dennis also explore practical recognition techniques and the significance of maintaining engagement and morale among employees to ultimately create happier customers and business success. Key Takeaways: Never Defer Your Pick: Leaders should take full responsibility for team selection, ensuring they pick the right people who align with the organization's values and goals. Values Match vs. Culture Fit: Focus on alignment with core values rather than forcing conformity to existing culture. Look for candidates who resonate with the purpose and values of the organization. Recognition is Key: Simple acts of recognition, like saying hello in the morning and thank you in the evening, can significantly impact team morale and performance. See Through Employees' Eyes: Similar to a customer-centric approach, leaders should understand and consider the perspectives of their employees to enhance engagement and satisfaction. Happy Employees, Happy Customers: The happiness and engagement of employees directly correlate with customer satisfaction, leading to better business outcomes. Notable Quotes: "As a leader, you need to have a frontline focus because those are the folks dealing with customers every day." - Dennis Berger "You knew more about picking a winning team when you were ten to twelve years old than you do today when it really matters." - Dennis Berger "Recognition goes a long way and can be as simple as hello in the morning and thank you in the evening." - Dennis Berger "Let's make sure we look at things through the eyes of our coworkers and our employees and put that same level of focus." - Dennis Berger "Happy coworkers make happy customers." - Dennis Berger Resources: Skills for America's Future: Learn more about the initiative Dennis Berger chairs which focuses on workforce development. Skills for Rhode Island's Future: Explore the organization where Dennis serves on the board. Sevenstep RPO: Workforce solutions provider mentioned for their data and technology-driven recruitment processes. Paradox AI: Known for their AI assistant Olivia, used for enhancing candidate experiences through automated recruiting processes.