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E32 | 24 Years of Building Trust: Zac Scott’s Blueprint for Leadership, Longevity, and Customer Success

Writer's picture: Gail MontgomeryGail Montgomery



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In this episode of Trailblazing for Success, we were joined by Zac Scott, President and CEO of Experitec.


With 24 years of experience under his belt, Zac shared his journey from his early days as an entry-level engineer to leading an employee-owned company that thrives on building long-term relationships.


His insights into leadership, long-term thinking, and customer success are pure gold.


Here are three key takeaways from our conversation, along with tips for leaders and fun ways to bring these lessons to life in your organization:


1. Long-Term Focus Over Short-Term Gains

Zac’s magic wand wish for everyone is to develop the ability to focus on the long term rather than getting stuck on quick wins. Success, in his experience, comes from sticking with something, deepening your expertise, and creating lasting impact over time.


Leader Tip: Encourage your team to think beyond the immediate results by creating a long-term vision for each project. Help them understand how their role fits into the bigger picture. Regularly revisit progress, celebrate milestones, and discuss how today’s efforts contribute to future success.


How to Make it Fun: Create a "Time Capsule Project." Have your team write down their goals for the next year or two and seal them in envelopes. Open them after the set period to see how far they’ve come, celebrate their progress, and reflect on what’s next. It’s a fun, motivational way to keep long-term thinking front of mind.


2. Customers Want to Be Understood

Zac emphasized that great customer service comes down to one simple thing: making your customers feel understood. It’s not just about selling products but about deeply understanding their needs and responding with urgency and care.


Leader Tip: Train your team to practice active listening and ask probing questions to truly understand customer pain points. Use role-playing exercises to help team members sharpen their communication skills and develop a customer-centric mindset.


How to Make it Fun: Create a "Customer Service Escape Room" experience! Divide your team into groups and set up a mock customer issue where they need to use communication and problem-solving skills to "escape" the situation by solving the customer's needs. The first team to resolve the issue wins a fun prize!


3. Ownership Culture Creates Longevity

Zac’s dedication to Experitec after 24 years isn’t just about the work—it’s about the people and the company’s ownership culture. As a 100% employee-owned company, everyone has a stake in the success of the business, which fosters deep commitment and engagement.


Leader Tip: Empower your team by creating a sense of ownership, even if your company isn’t employee-owned. Give them the autonomy to make decisions, celebrate their contributions, and ensure they feel valued for the role they play in the company’s success.


How to Make it Fun: Start an "Ownership Challenge." Each quarter, challenge team members to take ownership of a specific project, process, or initiative. Give them the reins to lead and present their results to the team. Reward creativity, leadership, and successful outcomes with fun prizes like a team lunch or extra time off.


Zac Scott’s leadership journey is a testament to the power of long-term thinking, understanding your customers, and fostering a strong, empowered team. His approach to leadership and customer service offers valuable lessons for any leader looking to build a legacy of success.


At Experitec, our team of Employee Owners enable our industrial customers to become more competitive by improving performance and reliability, creating safer places to work, and helping them reach their environmental goals through the innovative use of technology and services. We have been in partnership with customers for over 100 years signifying our level of commitment to those relationships, which drives our employees to understand our customers’ critical points of pain. Collectively, Experitec’s employees have over 1,800 years of experience in learning about our customers and their needs as well as developing industry-specific situational and application knowledge. We are willing to do whatever it takes to make our customer’s goals a reality.

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ExperienceYes is not just in the business of learning and development – we're in the business of team transformation. Imagine a world where we don't just fix teams; we supercharge them.


Through our cutting-edge Team Workshops and Business Relationship IQ program, we turbocharge soft skills into hard results. Picture skyrocketing sales figures, clients delighting customers like never before, and teams achieving feats of innovation and peak performance.


How do we do it? By training teams to nurture an Improv Mindset for agile thinking, boost Emotional Intelligence for unparalleled client relationships, and refine Empathy and Influence to turn every interaction into a game-changer.


Join us in rewriting the playbook on team success. Let's elevate your team to new heights where excellence isn't just a goal – it's the new normal. Together, we'll build a future where every team thrives, every client succeeds, and every innovation sets the world on fire. Contact us if you want to know more!


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