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What separates good leaders from truly exceptional ones? In my conversation with Sue Hanish-Anderson, a seasoned leader with over 15 years of experience guiding teams at Discovery Benefits and WEX, we uncovered the principles that have defined her successful leadership journey.

Sue's leadership philosophy was shaped by growing up as a middle child in a family of five daughters. Even though she was ”lost in the shuffle” from time to time, it was in this environment that she developed the consensus-building skills that would later become her professional superpower. Her signature mantra, ”raise the bar,” borrowed from her husband's strength coaching background, has become more than just a catchphrase—it's a dual-purpose reminder to continuously improve while also supporting others when they need it most.

Perhaps most fascinating is Sue's development of ”listening systems,” a structured approach to gathering and acting on customer feedback that transformed service delivery. After hearing a consultant observe ”an erosion in people listening to customers,” Sue made it her mission to be the exception. Her methodical approach to capturing unsolicited praise has provided invaluable insights into what truly matters to customers.

The ”same farm” concept Sue introduces offers an awesome visual framework for identifying communication misalignments before they become problematic. Two people might agree they're ”on a farm,” but one envisions green pastures with animals while another pictures a red barn with hay bales—a simple but powerful metaphor for how easily teams can think they're aligned when they're actually not.

Throughout our conversation, Sue's humanity shines through as she discusses balancing professional excellence with family life as a mother of four. Her advice to give yourself grace and recognize that the balance ”looks different for everyone” offers reassurance to anyone struggling with competing priorities.

Whether you're an experienced leader, aspiring to leadership, or simply interested in becoming more effective in your interactions with others, Sue's practical wisdom offers valuable guidance for creating environments where people can truly flourish.