376: Leading in the Wild—Cultivating Resilience, Customer Service, and Environmental Stewardship

Guest Nanci Morris Lyon is a long-time resident of Bristol Bay, Alaska, living in King Salmon, where she owns Bear Trail Lodge on the famed Naknek River. She is a long-time leader in Bristol Bay conservation and has been an essential voice in the fight against the Pebble Mine. As the first female guide in Bristol Bay and one of the first in Alaska, she is an inspiration for many young women pursuing careers in the sport-fishing world. She was instrumental in the creation of the Bristol Bay Guide Academy, and 14 years later, she continues to be the lead instructor at the Academy, currently guiding some of her past students into roles as academy instructors. She is also a role model for guides throughout the country, demonstrating and emphasizing the importance of getting involved in fisheries management and conservation as a sport-fishing professional. She has donated her time to several important Bristol Bay fisheries documents, including the Southwest Alaska Rainbow Trout management plan and the Nushagak King Salmon Management plan. Among the Bristol Bay guide circle, she is known as the "Queen of the Naknek." Summary

Nanci discusses her unique path to becoming a fishing guide and lodge operator. She shares her personal history, including graduating from high school at 16, working in veterinary medicine, and then building homes in Anchorage before a personal loss led her to a new career in guiding. Nanci highlights the importance of cultivating a strong customer service culture at the lodge, where employees are treated like family and encouraged to go beyond their basic duties. She also talks about her involvement in environmental issues, particularly her opposition to the proposed Pebble Mine, and her role in establishing a fly fishing guide academy for local youth.

Key Takeaways

Exceptional Customer Service is a Taught Culture: Nanci emphasizes that outstanding customer service is not accidental but a deliberate part of the company culture. She leads by example, showing employees that no task is too small, and she hires people who are genuinely interested in connecting with guests rather than just performing a job. She looks for individuals who want to "meet people where they're at" and make a positive impact on their day.

Environmental Advocacy is Crucial in Remote Areas: The interview highlights the fragility of Alaska's natural resources and the importance of protecting them. Nanci's involvement in fighting against projects like the Pebble Mine, which threatened the entire Bristol Bay ecosystem, demonstrates how individuals and businesses in remote locations can become key advocates for environmental preservation and the subsistence lifestyles that depend on them.

Challenges Foster Resilience: Nanci's life story, from losing her brother to adapting to the demands of a remote Alaskan lifestyle, illustrates how adversity can build resilience. She believes that stepping out of one's comfort zone, especially in an environment where self-reliance is essential, makes people better. This mentality is a core part of her character, as she views challenges as opportunities rather than insults

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