Everything starts in the mind – and in this episode of The Coaching Podcast, I sit down with Jaquie Scammell to explore what that really means for leaders navigating a fast-moving, AI-driven world. This is a conversation about perspective, presence, and performance – from how we manage our thoughts and energy in the micro-moments, to how we show up for others through feedback, coaching, and everyday service. We dive into the difference between being interested versus committed, why feedback is one of the greatest gifts you can give, and how leadership is ultimately about creating the conditions for people to thrive.

Jaquie Scammell is the CEO and Founder of ServiceQ and one of the leading voices in service leadership today, known for helping organisations strengthen human connection in a world that is moving faster, becoming more automated, and asking more of its people.

Her work sits at the intersection of leadership, culture and customer experience, where she partners with senior leaders to turn service from something people perform into something people live – embedded in behaviour, decision-making and the everyday moments that shape reputation.

As the architect behind Service Habits™ and 5D Service Leadership™, Jaquie has developed practical operating systems that help organisations build cultures of consistency, ownership and care – not as concepts, but as capabilities that drive performance.

She has worked across industries including aviation, banking, infrastructure and resources, with organisations such as BHP, Westpac, Melbourne Airport and Virgin Australia. A published, award-winning author, Jaquie is known for her ability to translate complex human dynamics into clear, actionable leadership.

In the room, she brings both edge and empathy, creating environments where leaders are challenged to think differently, take ownership, and step forward with clarity.

Website: https://serviceq.co/
LinkedIn: www.linkedin.com/in/jaquiescammell
Company: https://au.linkedin.com/company/serviceq
Instagram: https://www.instagram.com/jaquiescammellofficial/

Coach EM Turbo Tip: From the Wall to the Floor - Reflection Tool

Shout-out to the company CIMET (team India) for running an all-company "AS ONE" team-strengthening day, bringing their values from the "wall to the floor".

Here is one of the reflection tools that we used to bring their values to life:

LBW - think cricket! But we don't want you to go out - so think BLW:

B = Behaviour — What did you see? What was observed?
L = Learn — What did you learn or discover?
W = Wonder — What are you wondering as it relates to bringing this behaviour to life at work?

Simple. Practical. Powerful.

• Live inspired
• Practice improving
• Lead with Impact

Featured partner:
Today’s Turbo Tip with Coach EM is brought to you by trysam.ai — your match-making AI tool for people looking for a coach and coaches wanting the ideal client.

In this special Legacy Episode of The Coaching Podcast, Coach EM honours the life and work of Jim Loehr — world-renowned performance psychologist, bestselling author, and co-founder of the Human Performance Institute. Dr. Loehr sadly passed away on April 20, 2026, at the age of 83, leaving behind an extraordinary legacy that shaped athletes, coaches, leaders, and performers across the globe. From coaching 17 world number one athletes to transforming the way we think about energy, character, purpose, and performance, Jim’s work went far beyond winning. As he famously said, “It’s not about making a living, it’s about making a life.”

About Dr Jim Loehr

Dr. Jim Loehr was one of the world’s leading performance psychologists and the co-founder of the Human Performance Institute (HPI), the pioneering organization behind the science of energy management and sustained high performance. Over a career spanning more than three decades, his groundbreaking work influenced elite performers across sport, business, medicine, and law enforcement. Jim worked with 17 world number one athletes across sports including tennis, golf, basketball, football, hockey, boxing, motor racing, and the Olympics, while also advising Fortune 500 companies, FBI Hostage Rescue Teams, and military Special Forces.

A New York Times bestselling author of 17 books, including The Power of Full Engagement and Leading with Character, Jim believed that true performance was built from the inside out. His work focused not only on mental toughness, but on emotional strength, purpose, character, and energy management. Featured in publications including Harvard Business Review, Fortune, Time, Newsweek, and on programs such as Oprah, Today, and Nightline, Jim’s legacy continues to shape coaches, leaders, athletes, and high performers around the world.

1. “It’s not about making a living. It’s about making a life.”
2. “You don’t play tennis to be a great tennis player. You play tennis to grow up.”
3. “Having a deep sense of purpose is one of the most powerful things you will have as a human being.”
4. “Life is short. You have only so much energy to give.”
5. “The more you repurpose what you’re doing for something bigger than yourself, something magical happens.”
6. “You can’t be empty. You have to give a lot to get much back.”
7. “Everything you do has a consequence.”
8. “The best voice you can listen to is your own voice.”
9. “Preparation, preparation, preparation.”
10. “There’s no cheap way to the top.”
11. “The more prepared you are, the more confidence rises.”
12. “The mind follows your eyes.”
13. “Movement creates chemistry.”
14. “A competitor’s mind doesn’t roll out by itself.”
15. “Teach your kids to love what they do and have fun with what they do.”
16. “You play best when you feel open, free, relaxed, and calm.”
17. “The goal is not dependency. The goal is ownership.”
18. “My goal is to get you out of my life as quickly as possible.”
19. “I want you to become a better coach for yourself.”
20. “As a coach, you are in the influence business.”

Pure gold for leadership coaching — especially the ownership-before-accountability philosophy that shaped so much of Coach EM’s work.

The Power of Story
https://www.youtube.com/watch?v=D_0NnqkmVM4

Dr. Jim Loehr | X’s & O’s of Building Character
https://www.youtube.com/watch?v=rjRysxeyJPk&t=16s