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Vulnerability is at the Heart of Service Excellence

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To deliver exceptional service we need to embrace vulnerability and courage. When leaders model this behavior in organizations, employees are encouraged to take risks and know that it's okay to fail. In this podcast episode, Jon Malone, Director and CEO of Northwestern Illinois Association, discusses his organization's commitment to service and how vulnerability impacts trust and accountability on his team.

This episode answers questions such as:

  • What does it look like to provide unmistakable value to those you serve?

  • How can we integrate vulnerability into our team's culture?

  • How can we build a team that chooses character over comfort?

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