Welcome to Darren Daly on demand, your most trusted resource to help you become better every day.

Here's your success mentor, Darren Hardy.

Did you know that companies lose 38% of their profit potential through disconnected leadership?

But here's what's really scary. Most leaders

never see it happening. Today's session is for leaders. If you're a leader of any kind of

any kind of organization, I want you to listen closely. If you're not, be sure that this session

gets forwarded to your leader. Imagine being so powerful that people couldn't even share your

elevator. Picture being so isolated that you needed your own special hotline.

That was Telesp, Brazil's telecommunications giant, a company drowning in its own success,

a leader losing touch with reality.

But everything was about to change, because sometimes the most powerful lessons come from the most unexpected places,

like a two-hour

customer service call that would transform a company forever. Let me tell you about the day when a

19-year-old call center employee taught a room full of executives how to better operate their

multi-billion dollar enterprise, and more importantly, what it means for you as a leader. For years,

Telasp operated in a bubble, protected by government regulations, focused only

on efficiency and meeting mandated standards.

And they were crushing it, meeting every goal, breaking profit records, leading their industry.

But there was a problem.

Actually, there were 14 problems.

You see, change was coming.

The government protection was ending, competition was

...