Leadership Advice From An MLB Umpire

The Red Sox loss last night was painful, but I think (sadly) that the better team won. Tampa Bay has a great crop of young, exciting players.

Rather than using this post to drown in my baseball sorrow, I decided to highlight an interesting article in USA Today that has a Q&A with Randy Marsh, one of the best umpires in major league baseball. I really liked a call-out with the following “Words of Wisdom” from Marsh:

  • Close calls are not as difficult as unexpected calls.
  • Preparation is the backbone of quick decisions.
  • When it’s not covered by the rules, use fair play and common sense.
  • Go with your gut. When you can, ask your crew.
  • Be consistent and approachable. Stay professional when others get angry.
  • Some errors are correctable. Live with those that are not.

The bottom line: Business execs can definitely learn from an MLB umpire.

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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