Below is an Autogenerated Transcript

I went to a high school in Westport, Connecticut that happened to be the second high school in the world to learn the rules of the game called ‘Ultimate Frisbee’ that’s when that global sport was just getting started and if you meet me in person you’ll find that I’m quite short and I wasn’t going to play on the football, baseball or basketball team but the frisbee team that was getting started was willing to have me and I jumped in and learned how to play, and then I spent two years studying during my college years in Europe and I took the rules of the game with me and everything just spread from there creating tournaments, and clinics, and family play days, and festivals and then I ended up in the ultimate frisbee hall of fame as a Johnny Appleseed for taking the sport out to the world.

When I was invited to Singapore, back in 1990, the government wanted to improve service education for the entire working population. Hundreds of thousands of adults who had been trained to not make mistakes, do the right thing, get it right the first time, which was perfect for the factory environment that existed when I moved here but all of that was moving to china and all of the data entry back office operations was moving to India so they needed to move up the value chain and teach the adult working population how to be more responsive, more collaborative, more proactive more creative and that meant thinking in a very different way.

Now I was a guy who knew how to get adults to learn how to play frisbee, how to learn new games, how to do throws, how to do catches and so while they had topic experts in service quality and service excellence, they didn’t have anybody that knew how to take that and make it fun, to take that and make it engaging and participatory, so when i came here and they said they wanted to develop a ‘service quality boot camp and oh my gosh’, it was like giving a kid a whole candy store and I immediately started inventing games that would teach adults about seeing the world from someone else’s point of view, about taking some creative action that would create more value for the person that you serve, and of course you would then also be uplifted in the process because you’d feel better about yourself and that’s where the whole brand Uplifting Service came from.

Do something that you love, charge high value and then over deliver and be just incredibly careful about, protective of and invest constantly in your reputation.

Do more than anybody ask you to do care about the impact of you and the world on other people, really make the extra effort go more than just the extra mile, so that your life matters to the people you come into contact with while you’re alive can make a bigger difference in the world and may even outlive you.