ABOUT THIS EPISODE
If your leadership bench can execute but can't decide, you don't have leaders yet, you have very reliable followers.
This episode features Brice Ravussin, Vice President of Customer Care and Aftermarket at Demers Ambulances. Brice has led multi-site, multi-country customer support teams built out of company acquisitions, turning former competitors into one aligned organization focused on a single end game: an exceptional customer experience.
Brice and host Alex D. Tremble unpack what it actually takes to build a bench that owns decisions instead of routing them back up, even when that bench is spread across locations, cultures, or teams stitched together through growth.
You'll learn:
- How to give your leaders the clarity they need to decide without checking in first A simple three-step process for resolving customer conflicts without defensiveness or blame
- Why chasing full managerial coverage across your team is the wrong goal, and who to develop instead
- How to keep multiple locations or newly merged teams aligned to one end game, even when daily priorities differ
- Why treating customers "fairly, but not equally" protects both your top relationships and your team's time This is for you if you're still the one troubleshooting the toughest customer calls, if your regional or branch leaders wait for your sign-off before acting, or if growth has outpaced the clarity your bench needs to lead without you.
Listen now, and take the free Scorecard Diagnostic to find your specific leadership bottleneck: https://gpsleadership.org/scorecard/
