The Value of: 30 Powerful Lessons High-Potential Leaders Need to Succeed

The Value of…

30 Powerful Lessons High-Potential

Leaders Need to Succeed

Theo Gilbert-Jamison

AuthorHouse™

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Bloomington, IN 47403

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Phone: 833-262-8899

© 2025 Theo Gilbert-Jamison. All rights reserved.

No part of this book may be reproduced, stored in a retrieval system, or transmitted by any means without the written permission of the author.

Published by AuthorHouse  04/15/2025

ISBN: 979-8-8230-4702-9 (sc)

ISBN: 979-8-8230-4703-6 (hc)

ISBN: 979-8-8230-4701-2 (e)

Library of Congress Control Number: 2025907023

Because of the dynamic nature of the Internet, any web addresses or links contained in this book may have changed since publication and may no longer be valid. The views expressed in this work are solely those of the author and do not necessarily reflect the views of the publisher, and the publisher hereby disclaims any responsibility for them.

Contents

Preface

Introduction

Acknowledgement

Chapter 1 The Value of a Smile

Chapter 2 The Value of Greeting Others

Chapter 3 The Value of Listening

Chapter 4 The Value of Exceeding Expectations

Chapter 5 The Value of Attention to Detail

Chapter 6 The Value of Sense of Urgency

Chapter 7 The Value of Patience

Chapter 8 The Value of Anticipating Customer Needs

Chapter 9 The Value of Proper De-Escalation

Chapter 10 The Value of Integrity

Chapter 11 The Value of Effective Communication

Chapter 12 The Value of a Positive Attitude

Chapter 13 The Value of Being Uncompromising

Chapter 14 The Value of Killing People with Kindness

Chapter 15 The Value of Having Passion in Your Work

Chapter 16 The Value of Being Self-Accountable

Chapter 17 The Value of Competence

Chapter 18 The Value of Teamwork

Chapter 19 The Value of Team Trust

Bonus Chapters

Chapter 20 The Power of Visionary Leadership

Chapter 21 The Power of 1-on-1 Meetings

Chapter 22 The Power of Delegation

Chapter 23 The Power of Employee Engagement

Chapter 24 The Power of Daily Team Huddles

Chapter 25 The Power of Employee Recognition

Chapter 26 The Power of Diversity & Inclusion

Chapter 27 The Power of Respect

Chapter 28 The Power of Learning & Development

Chapter 29 The Power of Accountability Conversations

Chapter 30 The Power of Repetition

Quick Tips to Help You Retain the Learning

About the Author

About Performance Solutions by Design, Inc.

Our Signature Workshops

Preface

About the Book

My name is Theo Gilbert-Jamison, founder of Performance Solutions by Design. With over 20 years of experience in Human Resources, Learning & Development, and Consulting, I’ve noticed a growing decline in the emphasis placed on simple courtesies—such as showing gratitude, appreciation, smiling, and respecting others. These values, once deeply ingrained in our homes, schools, and workplaces, no longer receive the same level of reinforcement as they did in the past.

Why Did I Write This Book?

This book was created to share essential insights that can make a significant impact on someone’s professional and personal success. Whether it’s helping an individual secure their dream job, earn a promotion, leave a lasting positive impression, or simply become a better version of themselves, the lessons in this book are designed to provide readers with a powerful edge in life.

Who Is This Book For?

This book is tailored for emerging, established, and high-potential leaders across industries. It’s also an excellent resource for entrepreneurs, small business owners, and anyone striving to make a meaningful difference in their life and work.

By reading this book, you’ll gain insights that will help you improve quickly, inspire others, and strengthen your character. My hope is that it motivates you to grow as a leader, create sustainable behavioral changes, and become a role model for others to emulate.

How to Use This Book

This book is intentionally designed to be a quick, enjoyable, and easy read, filled with actionable takeaways you can apply immediately. Each chapter contains short, digestible lessons that allow time for reflection and encourage you to practice what you’ve learned.

I encourage you to try something new every time you read a chapter and share your newfound knowledge with others. Whether you’re just entering the job market, freshly out of school, or a newly promoted leader navigating team dynamics, this book is a valuable tool to help you succeed.

How to Connect with Me

If you’ve found value in the insights shared, I’d love to hear from you! Feel free to send a quick email to [email protected] —it would truly be a pleasure to connect. Thank you so much for your continued support of my work!

Introduction

Welcome! If you’re reading this book, you’re likely among the many accomplished or aspiring leaders who are continually seeking ways to enhance your team’s work environment, boost productivity, and elevate the overall customer experience.

This book introduces 30 essential words and phrases that should become a cornerstone of your leadership vocabulary. When consistently applied and reinforced, these concepts can become second nature—embedded in your team’s mindset and reflected in their daily actions.

When your employees grasp the importance, value, and impact of these key words and phrases—and commit to consistently demonstrating them—excellence in customer service will naturally follow. I hope you find this journey both insightful and enjoyable!

Acknowledgement

This book is dedicated to the incredible leaders at all levels who have walked this journey with me over the past twenty years—those who have embraced the challenge of becoming more effective, accountable, and empathetic.

The countless hours we’ve shared in leadership training sessions, alignment and collaboration meetings, and one-on-one coaching discussions have been deeply meaningful. Your dedication to growth and excellence has not gone unnoticed, and I am honored to have been part of your leadership evolution.

I have truly cherished our time together—the insights exchanged, the challenges overcome, and the profound moments of learning. It has been a privilege to stand alongside you, and I am grateful for the opportunity to be part of your leadership journey.

Chapter 1

The Value of a Smile

Think about how many times RECENTLY you’ve checked into a hotel, made a doctor’s visit, interacted with the cashier at the grocery store, or maybe you’re just simply paying for gas.

How many times have you ACTUALLY been acknowledged and greeted by an employee with a warm, friendly smile? Probably almost never!

We’re often taught that when we’re in the presence of a customer, we should always smile, make positive eye contact, and, if possible, address customers by their preferred name. And the purpose of doing all of this is to PROMOTE a positive environment that is courteous and respectful of everyone.

We’re also taught to practice the 10-foot rule, meaning that should a customer come within 10-feet of our presence, we should SMILE.

And, once they are within 5-feet of us, we should greet them with a friendly Good morning, afternoon, or evening, Welcome, or How are you today? But sadly, this rarely happens.

Five Reasons to Smile

If you or your team are having a bit of a PROBLEM with this simple standard of excellence let me shed a little light. Here are 5 Reasons that validate the VALUE of a smile!

ONE - It’s inexpensive to smile. We’ve all heard that a smile costs nothing. And to top it off, a smile improves your looks. Think about it, people are naturally attracted to you when you smile. And of course, smiling not only makes you more attractive, but it also makes you look more youthful!

TWO - Smiling suggests success. Why? Because people who smile often appear to be more CONFIDENT and are more approachable. And guess what, they are also more likely to be promoted.

THREE - When you smile, your mood (along with those around you) is ELEVATED. And quite naturally, your body becomes more relaxed, calm, and at ease.

FOUR - Smiling also creates better relationships at work, and in your personal life. And from a health perspective, it’s also known to relieve stress, lower blood pressure, and boost your immune system.

AND finally, FIVE - Smiling promotes good BRAIN health. Why? Because research indicates that when we smile, our brain releases dopamine, endorphins, and serotonin. Which means we feel happier, calmer, more focused, motivated, and again we feel less stress and pain!

Personal Application

My neighborhood Dry Cleaner is a wonderful example of the value of a smile. It’s a relatively small establishment, owned and operated by a husband-and-wife team. And, without a doubt, every time I enter their establishment I am immediately welcomed with a warm, friendly smile.

They are immigrants from another country. However, their smile often transcends our sometimes-limiting language barrier.

As with many of you, I too have many other options within a 2-3-mile radius to have my clothing dry cleaned. However, the competition cannot compete with the absolutely priceless, genuine, sincere, and welcoming feeling I get every time I frequent their business!

So, there you have it! Five great reasons why we should ALL smile more. Which isn’t hard for most people. And if you’re NOT a natural smiler, hopefully I’ve created