Shep Hyken interviews Chief Master Sergeant Brian P. Kruzelnick, a.k.a. Chief BK, Command Senior Enlisted Leader for U.S. Transportation Command. He discusses integrating crisis management and training into everyday business practices and organizational culture.
NOTE: This episode of Amazing Business Radio is a departure from the emphasis on customer service and CX. He shared how he and his team managed major crises, such as 2021 evacuation in Afghanistan and humanitarian aid in countries that need it. While his “customers” are different than most of the people listening to this show, the lessons are powerful in any situation, big or small, including customer complaints and issues.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
“Crisis either fractures or forges a leader. An organization can see how to go forward post-crisis by how the leader handled the situation during the crisis.”
“Train your people to the level that makes them successful. There is a level of comfort knowing that you have the foundation of strong training to rely on in a crisis.”
“Be operationally and strategically focused. Understand the culture and where your organization is going so that you can make decisions even when the CEO or leaders are not around.”
“Don’t run into a fire with gasoline. A leader must be the cool head in the room.”
“In a crisis, a leader knows how to bring harmony to chaos.”
Chief Master Sergeant Brian P. Kruzelnick, a.k.a. Chief BK, is the Command Senior Enlisted Leader for the U.S. Transportation Command. He is a military leader with over 30 years of experience in crisis management and disaster relief.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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