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When high-performing employees become leaders without proper training, everyone suffers – the promoted employee, their team, and ultimately the customer experience. Will Jackson, Team Development Director at RNR Tire Express, knows this reality firsthand, having made the painful transition from what he describes as a "toxic" leader to someone dedicated to helping others avoid the same pitfalls.

In this candid conversation, Will reveals how his personal leadership failures became the foundation for RNR's innovative "Cleats to Clipboards" leadership development program. The metaphor perfectly captures the essential mindset shift required when moving from star player to effective coach – learning that your job is no longer to do the work yourself but to guide and develop others who do the work.

What sets RNR's approach apart is their proactive identification of leadership potential. Rather than waiting until positions need filling, they identify and train promising team members before they're thrust into management roles. This creates a leadership bench ready to step up when opportunities arise, dramatically reducing the turmoil of leadership transitions and improving business outcomes.

Will shares powerful insights about feedback (the "F-word" in leadership), the danger of echo chambers, and why authenticity trumps perfection. He openly discusses his continuing leadership journey with refreshing honesty that makes leadership principles accessible to everyone. Whether you're a seasoned RTO veteran or new to leadership, Will's story demonstrates how intentional leadership development creates stronger teams, better customer experiences, and sustainable business growth.

Ready to transform your approach to leadership development? This episode offers practical strategies for identifying, training, and supporting the next generation of leaders in your organization. The leadership principles shared apply across all roles in rent-to-own, not just management positions.

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