By Nancy Friedman, Keynote Customer Service Speaker, President, Telephone Doctor Customer Service Training


So many articles on leadership. And most are needed. Because as the saying goes, “If we can pick up just ONE good tip or idea from an article or program, it’s worth it.”

Here are seven TRAITS a leader needs. There are more we know, but these are traits most of the good leaders you and I know have. See if you feel you have one or more of these traits.

  1. Leaders choose their attitude in advance. Their feet hit the floor in the morning and that positive attitude is set in stone for the rest of the day. They may get in a bad mood. But it’s temporary and the attitude remains positive.
  1. Leaders visualize success. They don’t dwell on the negative. They find a way to put what happened in a positive mode. They don’t think “what if it doesn’t happen?” They realize it takes hard work to finalize their success. They’re willing to make that happen. They stay away from negative people, thoughts and even negative words.
  1. Leaders enjoy humor, energy and enthusiasm. Watch how people walk and talk. Leaders have a bounce, a kick to their walk. Their speech is upbeat, fun. The enthusiasm is there in (most) everything they do. And best of all, leaders like to be with others who have humor, energy and enthusiasm. They like to be around those types of people. Positive people.
  1. Leaders are a ‘whatever it takes type of person.’ They aren’t afraid to do something extra. To make another call, ask another question. They double check their challenges. They are believers in doing ‘whatever it takes’ to get it done.
  1. Leaders expect and accept change. Leaders deal with change effectively. Moving on. Working on what they can fix and not worrying about what they’re not able to fix. They don’t dwell on yesterday; they focus on tomorrow. They’re also not ‘surprised’ by change. They expect it and deal with it as it comes. They know it can and will come.
  1. Leaders are grateful. Appreciative. They know how to accept a compliment. And to give one. There is no room for jealousy in a true leader.

Which trait do you need to work on?


Nancy Friedman

Nancy Friedman

Communication and customer service expert Nancy Friedman, The Telephone Doctor, founder and chairman of Telephone Doctor Customer Service Training, is back in the saddle again. Well, back into live onsite programs, and still offering her ZOOM programs, in a cost saving manner. Whichever you choose, onsite or Zoom, you’ll be glad you did. The reviews are excellent, and audiences have loudly applauded her in either area. Sales, customer service and communication skills are her area of expertise, and she welcomes calls, texts, or emails. You can reach her directly at; through the website at, where you can sign up for her newsletters; or call/text directly at 314-276-1012 central time. Bring it on. Whether you need a keynote speaker or workshop/breakout speaker on customer service and communication skills, you’ll make a great choice.