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 a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey.

Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum.

My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers.

I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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