Leaders don’t get every decision right. What matters is the energy you bring, how you respond, and what you learn.
In Episode 3 of Bank Shot, Chad Hoffman sits down with longtime friend and community leader Rob Leeds—owner of Leeds Farm in Ostrander, Ohio, and educator with OSU Extension—to explore how values show up in real customer interactions and team culture.
Why this episode matters
You’ll hear:
- How driving positive energy changes outcomes for your team and customers.
- Why you should expect mistakes and turn them into learning moments.
- Practical ideas for intentional customer service training, inspired by Disney, Ritz-Carlton, and Leeds Farm.
- How staying curious and asking questions helps leaders keep growing.
Leading with positive energy
Rob connects deeply with Richwood Bank’s value Drive Positive Energy and the idea that Event + Response = Outcome. You can’t control what happens, but you can control your response. From harvest breakdowns to customer hiccups, choosing a positive response not only helps you, it lifts everyone around you.
Being okay with mistakes—and using them well
Rob shares how empowering team members to make decisions has a real impact: customers notice, employee confidence grows, and service improves. And the mistakes that inevitably happen? They become valuable learning moments that help everyone perform better the next time.
Chad and Rob explore how leaders can build that kind of trust and culture—without hovering over every decision.
Training people to serve well
Customer service doesn’t happen by accident. Rob walks through how Leeds Farm uses “keys” and intentional training to teach employees what great service looks like—how they talk to guests, treat coworkers, and care for the farm itself.
He and Chad revisit lessons from the Disney Institute: keeping “backstage” attitudes offstage, paying attention to details because “everything speaks,” and making sure employees understand the experience you want guests to have.
Staying curious as a leader
Rob’s leadership is fueled by curiosity. He seeks out mentors, visits farms across the country and overseas, meets regularly with local leaders, and constantly asks, What can I learn from this person or place?
His example is a practical picture of Richwood Bank’s value to Seek Knowledge—never assuming you’ve “arrived,” even when things are going well.
Listen to Episode 3 of Bank Shot to hear the full conversation with Rob and walk away with fresh ideas you can use with your own team, customers, and community.
