Why do we seem obsessed with normal? Being normal, going back to normal, wanting what is normal. Normal is synonymous with standard or common, which might be why Carl Jung said, “To be normal is the ultimate aim of the unsuccessful.” Peggy Noonan commented that people running for President often try to come across as normal. She points out that wanting to be the leader of the free world isn’t really normal, and it isn’t the aspiration nor ability of most people. But she sees that grand pursuit as noble and good.   “Besides,” she says, “normal is overrated.”   Which begs the question ..read more

My book, The Fred Factor, talks about how to turn ordinary into extraordinary by using the real life example of Fred Shea, my postal carrier when I first moved to Denver. To read the first chapter, The First Fred I Ever Met, go here. What follows is a summary of what “Freds” do in their work and in their lives. I hope it stimulates your thinking about what you can do to turn ordinary into extraordinary. 1. Freds go beyond what is expected, doing ordinary things in an extraordinary way. 2. Freds love their work. 3. Freds care about the people they work with and for. 4. Freds go the extra mile i ..read more

In 2004 I wrote, The Fred Factor: How Passion in Your Work and Life Can Turn the Ordinary into the Extraordinary. The 20th Anniversary Edition released June 1. 2004 I wrote, The Fred Factor: How Passion in Your Work and Life Can Turn the Ordinary into the Extraordinary. The 20th Anniversary Edition released June 1. The book is about real life (then) postal carrier, Fred Shea, who was a shining example of turning the ordinary in the extraordinary and the four principles I outlined in the book. Many have read it and thought of it as a book about customer service, and it large part it is. But wh ..read more

I’m thrilled to announce the relaunch of my New York Times bestselling book, “The Fred Factor- How Passion in Your Work and Life Can Turn the Ordinary into the Extraordinary” – Discover how small acts of passion and creativity can make a big difference in your work and life This true story of an ordinary mail carrier who transforms the everyday into the extraordinary is AVAILABLE NOW on Amazon in an updated twentieth-anniversary edition Mark Sanborn is an award winning speaker, leadership strategist and Leadership Expert in Residence at High Point University, the Premier Life Skills U ..read more

George Bernard Shaw said, “Those who cannot change their minds cannot change anything. To change one’s mind requires re-examining old beliefs and determining what is now most important. How has leadership changed and what should you be doing now? Here are ten things you need to do and develop as essential skills: 1. Initiate Change Historically leaders have more often than not reacted to change, some have embraced it but only the brave few initiated it.  There are two kinds of change. The first is imposed. Whether a change in technology you must adopt to keep up or an economic circumsta ..read more

Over two decades of research and observations have revealed the key factors that enable the best organizations to succeed and dominate. I’ve condensed this research into what I call the “Lucky 13” (I’m not superstitious): critical elements that set apart leading companies like Apple, Amazon, Google, and Microsoft. 1. Adaptability and Agility The 2008 financial crisis and the COVID-19 pandemic have tested organizations’ resilience. Apple’s and Amazon’s ability to pivot and adapt rapidly in the face of adversity underscores the necessity of agility in today’s business landscape. Agility and ex ..read more

My father spoke much good advice to me, but he demonstrated even more. What impacted me most happened one holiday season when I was a boy. My father, who worked as a loan supervisor for a federal agency, always emphasized the importance of integrity and following the rules. It was against the regulations for him to accept gifts of any kind, even if they were given in sincere appreciation. Loan approvals had to be made fairly and without any expectation of reward from the borrower. One day, as I returned home from school, I noticed a giant gift basket of fruit, candy, and other goodies beautif ..read more

Leadership doesn’t make “a difference.” It makes “the difference.” That is true in all area of an organization, and especially true in creating extraordinary customer service. You might be able to manage good service but you must lead to achieve great service. How? Here are ten key actions leaders can take to create extraordinary service for their organizations: 1. Empower employees. Enable your team to make decisions that benefit the customer. Don’t make them get permission from someone higher up. That takes time and aggravates the customer. Be clear on what employees are empowered to do to ..read more

What are the cognitive challenges leaders at the highest levels face? Leadership, especially at the C-level, is a journey of high-stakes decisions and complex challenges. The intensity of this role often exposes leaders to cognitive biases—subtle yet profound thinking errors that can misguide decisions and strategies. While these biases can affect anyone, thinking mistakes made by leaders often have a more severe impact. Understanding and mitigating these biases is key. In this article, I’ll explain five of the most common cognitive biases that affect C-level executives, illustrate them with r ..read more

Like most things, the art of effective speaking has evolved and changed. Accepted practices that once worked well haven’t necessarily withstood the test of time. While principle never change, the way we apply those principles can and do change. Here are five key techniques that are powerful and relevant today. 1. Be more conversational and less formal: In the past, public speakers often adopted a more formal tone and delivery, which could come across as stiff or boring to younger audiences. Today, younger audiences tend to respond better to a more conversational tone and a relaxed, natural d ..read more