Every business must clearly define its intention, both internally and externally. Often, the message given to the market is misaligned with the company’s culture and team dynamics. This can’t be fixed with words or press releases; it requires a genuine commitment to excellence from leadership all the way to the front line.

The Importance of Leadership

Leadership is a hot topic in business right now—and for good reason. But shouldn’t it always be a central focus, embedded into the company DNA? The issue is often the lack of quality leadership, which is tied to experience. Think about how often you receive excellent service—it’s rare, and that’s the problem. Average service has become the norm, while above-and-beyond is a luxury.

  1. Edward Deming, a pioneer in quality manufacturing, had a powerful take on leadership. He outlined three key principles: Theory + Experience + Prediction = Profound Results. Today’s business and government leaders often lack the courage to make Predictions—they avoid staking their reputation and future, which leads to disengaged teams. A lot of talk, very little action.

The Issue of Trust in Leadership

The Hayne Royal Commission revealed a major trust issue within companies, starting from the top. The focus on selfish goals has created a “what’s in it for me” mentality that disregards the customer. This destroys the passion and commitment that teams need from their leaders. Without trust and safety, employees merely survive—they don’t thrive.

Re-engaging Your Team: Deming’s Key Principles

To re-engage your team and deliver excellence, start with Deming’s principles:

  1. Clear Communication – Make sure your team understands the Theory behind your intentions. If they don’t believe in it, the plan is doomed from the start.
  2. Demonstrate Experience – Your team needs to know there is experience behind the plan. If you lack experience, partner with those who can walk the talk.
  3. Make a Prediction – Have the courage to stake your reputation on a goal and deliver on it. If things don’t go as planned, be transparent, open communication, and re-test the Theory and Experience.

Taking Responsibility and Building Trust

We all make mistakes, but leadership is about owning them. When leaders take responsibility and solve problems, they build confidence within the team. This is a golden opportunity to engage your team in finding solutions and celebrating wins through collaboration. Authentic leadership—based on ownership, accountability, and responsibility—creates trust. When your team trusts their leaders, they feel encouraged to take risks and improve.

Leadership Beyond the Workplace

Quality leadership isn’t just about work—it extends to life values. By showing your team the principles that drive work and life success, you foster greater results and a more balanced company culture. This synergy between work and personal life creates a culture that can elevate any business and build a #1Reputation.

Excellence in Leadership Inspires Excellence in Service

“No team can rise above the constraints  of their leader”. People don’t leave companies—they leave poor leadership. When you deliver excellence in leadership, your team is inspired to deliver excellence in customer service. Great leaders make themselves redundant by fostering evolution and opportunity within the team. They aren’t afraid of what’s next because they know full engagement opens doors for everyone.

As the saying goes, “Different isn’t always better, but better is always different.” True leadership inspires greatness, not just in the workplace but in life. This is how you create a lasting culture of excellence.