A general manager made an observation, and maybe you’ve seen it too. Some employees are rude–or the opposite, fawning. Is it possible that it’s just a lack of self-worth? Tune in to learn the symptoms that point to an employee self-worth issue–and what a manager can do about it. Interested in coaching or training on these topics for you or …
Mark’s safety razor: our authentic episode about authenticity
Safety razors, old coffee-making methods, vinyl records and the Squirrel Nut Zippers have something to say about what kinds of customers and employees you are seeing. Special thanks to 4th Level Roasters … D&V Barbers … and Mark’s blog where these kinds of thoughts have been percolating for a while. (This wasn’t meant to be an episode. But an off-the-cuff discussion of …
“Declarative questions”–an oxymoron or a Jedi-level move for hiring, coaching & sales?
Instead of asking direct questions, you make confident, open-ended statements that invite response, insight or clarification. Isn’t that breaking the rules? No! And it has a particular set of advantages–tune in for more. Interested in coaching or training on these topics for you or your team? We’d love to hear from you! Email Mike and Mark. Spotify Apple Amazon
Dom Genova: How a creative survived a bureaucracy
Guest genius, Dom Genova, returns to explain how a creative entrepreneur survived a stifling culture to launch a successful car dealership that won awards for ethics. Dom’s success as a car dealer boiled down to ensuring his customers didn’t get taken advantage of by the car biz. Now he has a book to help others. Also check out Dom’s podcast …
Dom Genova: Don’t be taken for a ride!
Sometimes, it DOES take a genius. Meet our friend, Dom Genova. He is an expert at customer experience, marketing and entrepreneurship. Dom’s success as a car dealer boiled down to ensuring his customers didn’t get taken advantage of by the car biz. Now he has a book to help others. And it’s good! Interested in coaching or training on these …
Beyond words on the wall: We get better when we align with our values
If talking about corporate values makes your eyes roll, this episode is for you. A culture of continuous improvement requires that you uncover your DNA: your values. Defining them–and the stories behind them–lead to an organization that can live them out. The hosts share several exercises you can use to uncover those values. Hat tip to “Co-Active Coaching,” “Start with …
Resting is rusting! Be like Buc-ee’s and be better at being better.
Are you improving your organization? Not good enough! You have to, as Seth Godin says, “be better at being better.” Continuous improvement, kaizen, is the name of the game. We talk about the signs that you’re settling for less than that–and habits to improve your continuous improvement culture. Interested in coaching or training on these topics for you or your …
Locate yourself in the Customer Experience Death Spiral®
Mike has been noticing a trend … and after some research, he has realized: We are all doomed. The Customer Experience Death Spiral® has come. (Unless we break out of it, that is–listen in for some tips.) Interested in coaching or training on these topics for you or your team? We’d love to hear from you! Email Mike and Mark.
Booker T: Mistreating others hurts YOU
Mark is still fired up about Booker T. Washington. His take on his slaveowner father blew us away. Washington has something to teach us about how we handle mistreatment of people in the workplace. Resources mentioned: Questions? Comments? Ideas for future episodes … or interview subjects? Email Mike and Mark.
A shocking secret weapon for your AI-weary customers
Kate Middleton is not a lizard person. But people can now say it is technically possible for the Illuminati to hide that she is. That ridiculous paragraph was brought to you by our new AI world, where trust in institutions–including potentially your business–is eroding daily. But fear not! You have a secret weapon. Questions? Comments? Ideas for future episodes … …