"True leaders don't create followers - they create more leaders through empowerment." Here's how Julie Tilenius transformed a 24/7 emergency service company into a powerhouse of empowered decision-makers.
As President of TrueSource, Julie Tilenius brings 25 years of leadership experience from MSC Industrial Supply to revolutionize how facility maintenance services are delivered. In this episode, she joins Mike O'Neill to share how empowering frontline teams to make critical decisions has become their competitive advantage in handling emergency situations for major retailers across the country.
Mike highlights that in today's fast-paced business environment, leaders must not only empower their teams but also be willing to adjust their own leadership styles to meet the evolving needs of their organizations. This adaptability fosters a culture of resilience and innovation, enabling teams to thrive even in high-pressure situations.
Through candid conversation, Julie reveals how her servant leadership style and focus on building trust has created a culture where customer service representatives confidently make split-second decisions to resolve urgent facility issues. She explains how empowerment isn't just a buzzword - it's a strategic approach that drives both speed and quality in their 24/7 emergency response operations.
Key Insights to Look Out For:
• How giving frontline teams decision-making authority leads to faster emergency response times without sacrificing quality
• Why building strong affiliate partnerships and maintaining high accountability standards creates consistent service delivery
• The critical role of emotional intelligence and collaborative leadership in motivating teams during high-pressure situations
If you're ready to transform your leadership approach and create a more empowered, high-performing team, this episode provides actionable strategies you can implement today. Subscribe to get more insights on building stronger organizations through effective leadership.
Find all the show notes and links here: https://www.unstuck.show/199
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