How Do You & Your Team Go Over the Top?

March 22, 2021
Executive Coaching

We spent some time in a hospice awaiting a family member’s death. It was a very nice building that looked like a big lodge and had a team that did their best to make everyone feel like they were at home.


Imagine being in a place where people know they have gone to die, but with a team that creates a culture of happiness, security, and little “surprise and delights”.


I could describe how each member of the hospice team did their job with real professionalism, happiness and care, but there’s one volunteer that stands out as one of the best.


She was an elderly lady that looked like a grandmother. She made the meals for the organization and served you refreshments as you sat in the room with your family member.


Not only did she surprise and delight us with her regularly visits to serve us some of her special cooking or just a drink, but she remembered everyone’s order of what they wanted— even if one of the other nurses had taken your order.  She would bring in the tray and then hand out every item to the correct person who ordered it.


Who does that? You don’t always see that in the best of restaurants, but here it was true to form.



1.    How many people on your team create the experience similar to what I described above?


2.    Is there a way to get almost each one of them come up with something they do to “surprise and delight” your clients?


3.    Consider giving some awards (at meetings) to people who find ways to create great experiences for your prospects or customers.

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Dan Chiodo

Passion. Charisma. Results. It’s those values and a desire to see others achieve them for themselves that led Dan to found iMPACT Training & Development, a firm which offers training to guide individuals into a higher level of performance through executive coaching, motivational speaking, staff training and organizational development.


As a Certified Mastermind Executive Coach, Dan teaches courses in leadership development, communication, sales, customer service and time management, with a focus on hands-on learning strategies.


Dan’s experience and interest in time management led to writing his book PerfectTIMING which is available on his website, as well as, Barnes & Noble and other books stores.


Dan also serves as the Senior Associate to Dr. Bill Wallisch, founder of MAIN Point, which is a communications firm that specializes in strategic communication skills for organizations worldwide. Clients include astronauts and cosmonauts of NASA, Coca-Cola, Starbucks, General Mills and the White House. MAINPoint also prepares well-known personalities for appearances on national television programs, such as Today, Nightline, Good Morning America and Meet the Press.


Dan spent a great part of his career in the communications field, having served more than ten years as the President & Publisher of the Joplin (MO) Globe, which is one of the largest newspapers in Community Newspaper Holding’s (CNHI) groups of newspapers in the U.S.

Prior to that, Dan held several management positions with Ottaway Newspapers, the community newspaper division of Dow Jones, Inc. He has also worked at communications companies in Pennsylvania, Kentucky, Minnesota and Missouri.


Dan graduated from East Stroudsburg University in Pennsylvania. He also attended the American Press Institute, Reston, Va., the management studies program at Kellogg University, Chicago, Ill., and Leaderpoint Management Development Institute, Overland Park, Ks. He also taught at the Bloomsburg Journalism Institute, Bloomsburg, Penn., and at Ashland Community College, Ashland, Ky. Dan was an instructor for the Xerox Professional Selling Skills program and administrated it for several Ottaway newspapers.


Dan’s assignments have taken him to countries such as Mexico, Panama, Australia, the UK and Dubai. He has also taught in the U.S. for companies such as General Mills, Nestle, Medtronic, Knutson Construction, the State of Missouri and Freeman Health System hospitals.


Dan is also on the John Maxwell Team of instructors and coaches, working with John to offer his courses throughout the country.

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