Episode 64: Shane Kempton on how Team Experience (TX) creates Customer Experience (CX)

“It’s a service role, so you don’t become the leader to stop work, you actually start working twice as hard when you’re the leader.”

In this week’s edition of the Elevate podcast as part of our series, The Leadership Diaries, Samantha McLean and Shane Kempton of Drive Performance Coaching dig into answering the question are leaders born or made, why team experience or TX is critical for a good customer experience, and why you need the trifecta of documented vision, purpose and values to achieve both.

Want more from this episode?

Get access to the full episode guide, quick video tips, tools and more by joining our community or becoming a subscriber

To subscribe on iTunes, click here.
To subscribe on Stitcher, click here.
Episode host: Samantha McLean
Special guest: Shane Kempton


1.50 Shane’s journey from real estate to the army, back to real estate as CEO of both Roy Weston/Harcourts and Professionals WA
5.33 Leadership lessons learned in special forces in the army: why you need to master personal leadership before attempting to lead others
5:47 Leadership is something you can learn, while some people are charismatic, that doesn’t make them a leader
6:22 Why your coach (if you have one) should have a coach
6:31 Who has impacted Shane’s career
7:30 Robin Sharma’s hour of power, and why Shane always starts the day with exercise
9:00 “Our days are our lives in miniature, you have to make every moment count”

The Leadership Diaries
9:48 Leadership Secrets from the Australian Army
10:31 Constant learning brings great ideas
10:54 You can’t have a great CX without TX
11:40 Shane’s Military Motorcycle Club and how he created an environment that gave people purpose “Create an environment where people can amplify your vision out there in the marketplace”
12:54 Business should be systems based but values-driven
13:35 The question Shane asks potential recruits in job interviews
14:35 Why leaders need to remain humble and why it is a strength
16:00 Your team needs to connect to your business’ story
16:54 Start with why – Simon Sinek
17:15 What is the reason you started your business? Define your values, vision, and purpose – they are the three non-negotiables
18:25 What Shane believes is the most important skill for new leaders in winning the hearts and minds of people
19:00 Jim Collins Good to Great – can you get to be a Level 5 leader?
19:41 James Kerr’s Legacy – a great way to understand team culture, and what Shane learnt from Gilbert Enoka
21:46 The rituals that can help you build culture
22:17 Why as a leader it’s not a good idea to ‘keep your distance’ and being a bit more vulnerable can bring you power


Your best days are ahead of you by Shane Kempton

Show More

Samantha McLean

Samantha McLean is the Co-Founder and Managing Editor of Elite Agent and Host of the Elevate Podcast.