200: Creating Employee Advocates: Nurturing Remarkable Retention in a Remote-Driven World with Joey Coleman
Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he shares his first 100 Days\xae methodology for improving customer and employee retention with organizations around the world, for example, Whirlpool, Volkswagen Australia and Zappos.\xa0\xa0
His Wall Street Journal #2 best-selling book, Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days, shows how to turn any sale into a lifelong customer. And his upcoming book, Never Lose an Employee Again: The Simple Path to Remarkable Rention, details a framework companies around the world can use to reduce turnover and increase employee engagement.
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Questions
\u2022\xa0 Could you tell us a little bit about that book \u2013 (Never Lose a Customer Again)? And then we can go into the new one that you recently launched.
\u2022\xa0 And your book (Never Lose an Employee Again) focuses on the phases that you should use to try and retain these employees. And those phases are Assess, Accept, Affirm, Activate, Acclimate, Accomplish, Adopt and Advocate. So, can you just give us maybe a brief summary on each of those and why it's relevant?\xa0
\u2022\xa0 Could you share with us what are some of your favourite things you've seen brands do to create the kind of culture that you're talking about where employees are advocates?
\u2022\xa0 What is the one online resource, tool, website or app that you absolutely cannot live without in your business?
\u2022\xa0 Can you also share with us maybe one or two books that you have read, could be books that you read like a long time ago, or even ones that you've read recently, but they have had a great impact on you.
\u2022\xa0 Now can you also share with us what's the one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people.
\u2022\xa0 Where can listeners find you online?
\u2022\xa0 Now, Joey, before we wrap our episodes up, we always like to ask our guests, do you have a quote or saying that during times of adversity or challenge, you will tend to revert to this quote if for any reason you got derailed or demotivated, it kind of helps to get you back on track.
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Highlights\xa0\xa0
About Joey\u2019s Books \u2013 Never Lose a Customer Again & Never Lose an Employee Again\xa0
Me: So, let's start off with a little bit about your first book, Never Lose a Customer Again, for those of our listeners that may have just recently started listening to our podcasts and unfortunately weren't able to tap into that awesome episode. Could you tell us a little bit about that book? And then we can go into the new one that you recently launched.
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Joey shared that so about 5 years ago, he wrote a book called Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days. And the premise of this book is that we spend so much time trying to find new customers that we forget to pay attention to the customers that we've already acquired, people who have already raised their hand and said, \u201cI want to do business with you.\u201d The premise of that book is based on some staggering research that they both did, and came across that showed that somewhere between 20% and 70% of new customers will decide to stop doing business with you before the 100 day anniversary of becoming a customer.\xa0
So, as quickly as you're bringing customers in the front door, they're running out the back door. And the book outlines a framework that's based on 20 plus years of his experience as a consultant and speaker and agency owner. And it outlines a framework for how do we navigate our customer through eight phases of a journey, where we're creating the kind of remarkable experiences that will keep them coming back for more.
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Me: Alright, so before we actually started the official recording, you and I were kind of having an informal discussion as it relates to employee experience and your new book, Never Lose an Employee Again: The Simple Path to Remarkable Rention, really focuses on what are some strategies, what are some tools, you've provided us with a great framework as to how it is that organizations can keep talent that is really impactful to the organization and they won't leave, because at the end of the day, the employees grow, the company grows. So, can you tell us a little bit about this book? And then I have some more specific questions I want to ask you based on my own reading as well.
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Joey shared that he often thinks of customer experience and employee experience as being two sides of the same coin. We can't expect to have a remarkable experience for our customers if our employees aren't delivering that remarkable experience.\xa0
And the way our employees deliver remarkable experience is they have a context for what that is and they have a framework for how to continue to deliver that to the people they serve. Interestingly enough, when he set out to write this book, he had that first 100 days research from his first book in mind, and when he went and looked at the parallels in the world of employee experience, he found that they were shockingly similar, that same significant percentage of people who leave as a new customer in the first 100 days was mirrored in the world of employees who start a new job, and then quit that job before the 100 day anniversary.\xa0
In fact, depending on which research you looked at, it was again somewhere between 20% and 70%. And these numbers he found to be absolutely staggering. He thinks many organizations have felt the pain of an employee leaving, but very few organizations are paying attention to the speed at which employees are leaving, and the myriad reasons why employees are leaving so that we can hopefully develop frameworks and structures and philosophies and methodologies that will keep our employees engaged and retained for the long term.
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Never Lose an Employee Again \u2013 Phases You Should Use to Try and Retain Employees
Me: Yes, and your book (Never Lose an Employee Again) focuses on the phases that you should use to try and retain these employees. And those phases are Assess, Accept, Affirm, Activate, Acclimate, Accomplish, Adopt and Advocate. So, can you just give us maybe a brief summary on each of those and why it's relevant?
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Joey stated absolutely. And he'll try to go through these quickly because there are 8 of them, we could spend an entire podcast talking about any one of these phases. But for context before he describes them, the reason they all start with the letter A is he wanted folks to kind of have this thought that if your employees felt you were succeeding in each of these 8 phases, it's like getting straight A's on your report card in school, you're doing a great job, and you're worthy of continuing to be advanced, because you're delivering a great experience.\xa0
So, the first phase is the Assess Phase. This is when a prospective employee is trying to decide whether or not they want to come work with you. They're looking at your job descriptions, your want ads, the about us page on your website, the careers page on your website. They're submitting an application, they're going through your interview process, they're sharing their resume, you're doing reference checks, all the things that lead up for an employer to decide whether or not they want to hire this specific person. And the time period where the potential employee is also assessing whether or not they want to join your enterprise.\xa0
We then come to phase two the Accept Phase. In this phase, the employer extends an offer, and if we're lucky, that desired candidate accepts our offer.\xa0
We then move to the Affirm Phase. Now, this phase occurs immediately after the new employee has decided to accept the job offer. And he\u2019s sure all of Yanique\u2019s amazing customer experience experts are very familiar with the concept of buyer's remorse. What they may not be as familiar with is the concept of new hires remorse. It's the same thing as buyer's remorse, it's scientifically proven that this happens anytime someone accepts a job offer, they begin to doubt the decision they just made. And in the affirm stage, we need to reaffirm their choice to counterbalance that fear and doubt and uncertainty they're naturally feeling and in their new hires remorse stage.\xa0
We then come to phase four, the Activate Phase. Now, of all the 8 phases, this is the only phase that is limited in its duration, first day, and that day is the first official day on the job.\xa0
What is it like you come to work for that first day?\xa0
And in the immortal words of country music legend Bonnie Raitt, \u201cHave you given us something to talk about?\u201d Because every employee is going to go home that night to their spouse, their significant other, their children, their parents, their roommate, whoever it is in their life, and that loved one, the first question they're going to ask when they come through the door is, how was your first day at work?\xa0\xa0
How are your employees going to answer that question? Have you created such a remarkable experience on that first day that they have something to talk about?\xa0
We then come to the Acclimate Phase, phase 5. Now, the acclimate phase starts on the second day on the job and can last for weeks or even months as the new employee gets used to your way of doing business. They learn the various roles and responsibilities they're going to have, they understand better the requirements of what they're supposed to do, they understand the relationships with their co-workers and colleagues, and how all those pieces fit together for them to be great at their job. They're also learning your tools and your cadence of communication, and the chain of command and the various things of how your business operates. We need to hold our employees hands while they acclimate to the job and too many employers just kind of push the employee into the deep end of the swimming pool and say, \u201cWell, just go ahead and swim.\u201d Instead of taking care of them and making sure they understand what's happening.\xa0
We then come to phase 6, the Accomplish Phase. This is when the new employee achieves the goal they had when they originally decided to accept your job offer. See, every employee has a vision of what this new career will be like. Whether that will be more responsibility, more autonomy, more opportunities to develop new skills, they have a vision of what they're hoping to accomplish. The challenge is most employers not only don't know what that vision is, but they're not paying attention to the employees progress as they track towards achieving those goals. If we don't do that as organizations, we can't celebrate with our team members when they accomplish their goals.\xa0
We then come to phase 7, the Adopt Phase, this is when the employee becomes loyal to you and only you, they're committed, they're not going to look for jobs elsewhere, they're not listening to those calls from head-hunters or recruiters that want to hire them away. Almost every business on the planet desires adopters. But what's fascinating is very few businesses do anything to acknowledge when an employee becomes an adopter. We have a tendency to take those employees for granted, even though they are the lifeblood of our enterprise. And if and only if, we've helped to hold our employees hands through those first 7 phases do we have the right, the privilege, the honour of having them transition to the eighth and final phase.\xa0
The Advocate Phase, where our employee becomes a raving fan for us, singing our praises far and wide. They're going on glass door and writing reviews. Anytime we have a new position open, they're recruiting their best colleagues, the people they've worked with in the past, the smartest humans they know to come apply for this job because they know it's a great place to work and they want amazing people to work there with them.\xa0
The way he always test with business owners who say to him, \u201cOh, Joey, a lot of our teammates are advocates. And so many of our people are advocates.\u201d He'll say, \u201cGreat. Here's a little test to see if that's true or not. The last time you had an open position in your organisation, what percentage of the candidates you interviewed were direct referrals from your existing team members?\u201d\xa0\xa0
What's interesting is those people who were previously saying, oh, everyone's an advocate\u2026.kind of go, well, actually, no one. So, he\u2019s like, well, then you really don't have as many advocates as you think you do.\xa0
So, those are the 8 phases and the last thing he'll say on this is that when an employee is promoted, they go back to the beginning, they go back to that assess phase, trying to decide, \u201cIs this a promotion I want? What am I going to do? Okay, I'll accept the promotion. Oh, should I have accepted the promotion, I liked my old job. But this new job even though it maybe comes with more money or a better title, it also comes with a lot more responsibility and a new learning curve.\u201d And then we've got to hold their hand and acclimate them. And what happens is the longer an employee is with the organization, the more they cycle through these phases, yet, most organizations aren't paying attention to the fact that the employee is going back to the beginning. And we have an opportunity to reengage and reconnect with them as they navigate through the 8 phases the next time.
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Me: I love those phases and I love that question that you asked, like that really puts them on the spot and makes them practically say, \u201cOkay, do we really have advocates in this organization?\u201d
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What Brands Joey Has Observed Creating a Culture Where Employees are Advocates\xa0
Me: Now, Joey, could you share with us what are some of your favourite things you've seen brands do to create the kind of culture that you're talking about where employees are advocates, especially in this remote driven world that we have, I mean, the pandemic and COVID has definitely changed how organizations are approaching their business models, many of them are taking on a more hybrid approach. I know, for example, in Kingston, Jamaica here, you do have some forward thinking organizations who genuinely recognize that their employees can still be just as productive or even more working from home but then you find you have some dinosaurs who still believe people need to physically sit in traffic and go to work from 8:00 am to 5:00 pm, and they just need to see the people in the office to know that they're doing the work. But what are your thoughts on that?
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Joey stated that Yanique is correct. There's still a lot of dinosaur era thinking going on in many organizations today, despite the fact that we have proven both statistically and across almost every industry on the planet, that remote work is just as effective, if not more effective than in person work. In fact, most of the research and the studies show that when employees work from home, they are more productive, they are more engaged, they are happier, and they feel a stronger connection to the fact that they are able to balance their work with their life.\xa0
So, if your organization isn't actively pursuing, at the very least hybrid, if not pure, remote work, he can set a stopwatch for how much longer you're going to be in business. It\u2019s just the reality that the landscape has changed. If we were to roll the clock back, and he was to say to you, \u201cYanique, you can still run your business, but you're not allowed to use the internet.\u201d Most businesses would be like, \u201cOh, my God, how am I supposed to function?\u201d This is a fundamental aspect of business, remote work, work from home, non-centralized, come to an office work. When we get about, he thinks 10 years down the road, it's going to feel like saying to someone, you can't use the internet, saying to someone you have to come to the office is going to be the equivalent of a shock to the system and a foolish statement as saying, you have to run your business without using electricity, or the internet or a phone. The ship has sailed, this is over.\xa0
Now, when you asked him about his favourites, it's kind of a tough question because there are over 50 case studies in the new book from all 7 continents. And so, asking him to pick a favourite is kind of tough, but here's what he will tell you is a common thread, especially amongst the organizations that are recognizing the benefits of hybrid and or remote work. And that is that in an increasingly digital era, the smartest companies in the planet are making sure to invest in analogue interactions to attach to and be compatible with their digital interactions. What does he mean by that?\xa0\xa0
Well, if you've got everyone working remotely, and you're not having that office water cooler time, and you're not having everybody come to the same office, while it is beneficial for your productivity and your engagement and your employee happiness, they're still humans. So we need to find ways to build additional connection with them, that transcends the digital sphere. So, that could be sending gifts to their house, it could be hosting in person events every once in a while maybe, a group gathering twice a year, most of the research shows that if you have a fully remote team, you should strive to get together in person at least twice per year with the whole team.\xa0
But here's the secret on that, it's not about getting together in person to have meetings and to do work, it's about getting together to create connection. So, one of the companies that he profiled in the book is LEGO Corporation. Most folks listening are familiar with LEGO the children's toy, or the adult toy in his case, he loves building, he was building LEGO sets this weekend. And his 2 boys who are younger came up and they were like, \u201cDaddy, can we help build too?\u201d To show you, he was building on his own and then they wanted to play and he included them, and it was great fun.\xa0
But LEGO does something where every year they have a play day. Now, LEGO is a company that makes toys. So, of course they believe strongly in the concept of play. And every year they shut down all of their offices globally, for a full day, all their stores, all their corporate headquarters, all of their factories, and everyone comes together and what do they do that day?\xa0
They play, that's all they do.\xa0
They don't have team meetings, they don't talk about the vision of the future, they just play. And in interviews with LEGO employees globally, when you ask them what one of their favourite kind of traditions or rituals within the organization, they say that the LEGO Play Day is something they think about all year leading up to it. Humans are not that complicated, we like the idea of social interaction, we like the idea of play, we like the idea of getting to know people personally so we can have a personal and emotional connection with them, not just a work connection.
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Me: I agree. That kind of dovetails nicely into my next question, Joey because with your new book, Never Lose an Employee Again and I find a lot of times when I talk to some of my clients, especially not necessarily those who are in a HR function, but even the business owners themselves. They will grapple or struggle with the fact that if they're losing employees, they believe it's a lot of times monetary. And I have found that a lot of times when an employee has reached a point where they're resolute in their decision to say I want to leave this company and go somewhere else, even if they're offered more money, they still wouldn't stay, they'd still leave. So, I believe that a lot of them would look forward to more non-monetary benefits, like simple to the example you gave about LEGO, a simple play day something that people look forward to, it's our sense of community, you get to meet and connect with people. And to me, there is no dollar value that you can put on those types of experiences. So, I guess my question is do you agree with me?
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Joey stated that only 100% does he agree with everything Yanique just said. It's really fascinating, if we look at the research that has been done on why employees leave, the typical study on why employees leave is based on a sample set of somewhere between 200 and 500 respondents. Now, if you know anything about statistics or anybody listening has experience with statistics, a sample set of 200 to 500 results is not nearly as robust, as if that number were larger, and arguably significantly larger.\xa0
In doing the research for the book, they came across some studies that had been done by the Work Institute, where they interviewed 234,000 employees who were quitting their jobs and asked them, \u201cWhy are you quitting?\u201d\xa0\xa0
Now, many business owners around the world will say, \u201cWell, my employee quit because they got more money somewhere else are someone's going to pay more money somewhere else.\u201d They make it all about the dollars, all about the money. But the research doesn't show that to be true. Only 9% of employees globally, quit for more money.\xa0
So, then that led him to wonder what about the other 91%?\xa0
Why are those people quitting?\xa0
And what this research found from the Work Institute was that the number one reason, the greatest reason given 23% of the respondents, so almost two and a half times the number of people quit for this other reason. And that reason was, they didn't see a clear path forward for their career at that organization. They didn't know what their next job was going to be. So, when we as employers, an employee comes in, and they're like, \u201cOh, I'm going to leave\u201d and we're like, \u201cOh, we'll pay you more, we'll give you more benefits, we'll give you a better title.\u201d These are not the things they're looking for. So, it's kind of like we're offering them things that at this point in the game really don't matter as much. And it almost feels insulting, because we're not listening to why they're leaving.\xa0
Instead, we need to move the conversation forward. We need to have the conversation before they come to us saying, \u201cI want to quit\u201d and have a conversation around\u2026.
\u201cWhat are your goals as an employee?
We have goals for you as your employer, things we'd like you to do.
But what are you hoping to accomplish in your life?
Are you trying to get out of debt?
Are you trying to be more fit?
Are you trying to start a family?
Are you trying to buy a house?
Are you trying to take care of ageing parents?
Are you trying to go on vacation?
What are the things that are goal?
Are you trying to run a marathon?
What are your goals?
What are the things you're hoping to achieve?"\xa0
And then as employers, we need to look for opportunities to support our people in those goals as well. See, for all too long, he thinks we've had this belief, \u201cwe\u201d meaning most organizations globally, that well, there's business and there's personal. And when you're at work, we've just want you to focus on the business, don't bring your personal life to work. But what's interesting is almost every employer on the planet expects you to think about work when you're not at work. They expect you to answer emails, to have your phone on you, we need you to work a couple hours late or if you're going on vacation, we might need you to do one or two calls.\xa0
The business has no problem asking the employee to chip into their personal time to do business related work. But God forbid we ask the business to allow the employee to chip into their business time to do personal things. For some reason we think that's offensive or improper.\xa0\xa0
Humans are humans, he would posit this, the employer of choice in the future is going to be the employer who pays as much attention to what happens in their employee\u2019s life between 5:00 pm and 9:00 am as they do compared to what happens in that employee's life between 9:00 am and 5:00 pm.
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Me: Agreed 100% Joey, I am there with you.
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App, Website or Tool that Joey Absolutely Can\u2019t Live Without in His Business
When asked about online resource that he cannot live without in his business, Joey shared that since the last time they had a podcast was about 5 years ago, he must confess he\u2019s not 100% sure of all the specific answers he gave then. But the one online tool that he\u2019s using right now that he finds increases efficiency and productivity, but also makes for he thinks a pretty great experience is the online scheduling tool Calendly.\xa0
And the reason why he loves it, because often, as he\u2019s sure you do, he has folks saying to him, \u201cJoey, we'd like to arrange a time to connect, we want to have a call, we want to talk about a project, we want to talk about a future speech.\u201d Because he spends most of his days giving speeches. \u201cWe want to interview you for a podcast.\u201d Whatever it may be, when he can send them a link that allows them to see the days he\u2019s available and it syncs up beautifully with his calendar, it makes everybody's life faster, and more efficient, and more seamless. There isn't the back and forth of, \u201cWell, what about next Tuesday at three?\u201d \u201cOh, I can't do that.\u201d \u201cWhat about Thursday at nine?\u201d \u201cNope, I can't do that.\u201d \u201cWhat about the following Tuesday?\u201d And it makes things work better, so he\u2019s a big fan of Calendly.
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Books that Have Had the Biggest Impact on Joey
When asked about books that have had a great impact, Joey jokingly stated that this is a completely unfair question only because he loves reading books. He tries to read a book a week, there are so many wonderful, wonderful books out in the world that he absolutely loves. So, he\u2019ll give an example of a book that is in the customer experience space, because he knows a lot of listeners spend most of their time in the CX space. And then he'll give one that's in the employee experience space since that's what they've been talking about.\xa0
So, in terms of the customer experience, he absolutely loved the book Creating Superfans: How To Turn Your Customers Into Lifelong Advocates by Brittany Hodak. An amazing book, it's been out not even a year yet, it came out earlier this year in January of 2023. Fantastic book, incredibly well written, Brittney Hodak is very much an emerging but also a well-established voice in the CX space. She's smart as a whip, she's got an amazing story. She's incredibly talented. If you're not paying attention to Brittney Hodak and if you haven't read her book, Creating Superfans, go check it out, you will not be disappointed.\xa0
Now, on the employee experience side, he would look to the book, How to Work with (Almost) Anyone: Five Questions for Building the Best Possible Relationships by Michael Bungay Stanier. Now, what he loves about Michael's book is it helps us with very practical tools for creating better connection, and better relationships with the people we work with. It's a fast read, but it's a powerful read, how to work with almost anyone.\xa0
Michael is smart as a whip, he's an amazing human being, he's been there, done that, got the T-Shirt. And he just has a really tactical, yet powerfully thoughtful premise in this book, that we need to be spending more time investing relationships we create with our colleagues and our co-workers and really diving into the relationship side instead of just, \u201cOh, well they work at the same place as I do. And so, we have to interact with each other.\u201d He's about building the relationships. So, How to Work with (Almost) Anyone by Michael Bungay Stanier is absolutely fantastic.
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What Joey is Really Excited About Now!
When asked about something that he\u2019s really excited about, Joey shared that there's so many. He\u2019s an excitable guy, you probably pick up on that and anybody who's listening to the conversation. There's so many things he\u2019s excited about, right now he would say the thing that he\u2019s most focused on is getting the word out about this new book. He\u2019s so excited about the response, the book debuted at number 5 on the Wall Street Journal Bestseller list. There is clearly a need for employee experience enhancement globally. And just the chance that he gets to speak at events, to do workshops for individual companies to help them get better at both engaging and retaining their people has him incredibly excited.\xa0
They're delving into exploring creating some customized workbooks that folks will be able to avail themselves of and purchase that are going to really bring the ideas in the book. He likes to think the book stands alone by itself and that it gives you as Gary Vaynerchuk would say, it gives a high picture strategy, but it\u2019s also tactical on the ground thing you can do.
One of the challenges of writing the book is that you can't fit everything you want into the book because otherwise the book would be 10,000 pages long. So, he\u2019s excited to create more tactical tools that people can use on an almost weekly basis. Like what is the thing we're going to focus on making our employee experience better this week and give people those kinds of ideas and suggestions so that we can make it more fun to go to work. We can create more play, we can have more excitement with the things we do.\xa0
Yeah, you mentioned something about Gary Vaynerchuk just now, but you chipped out for a bit. So, could you repeat that part for me, please?
Joey stated that he was going to say, Gary Vaynerchuk has this really interesting concept of dirt and clouds. This idea that we want things that are very tactical and practical that we can do down in the dirt, but we also want big picture strategy. We want things that are kind of in the clouds, kind of the 35,000 foot view and it's something that he really tried to create in the book, which is there is strategy in the book, but there are also really tactical things you can do.
One of the things he\u2019s excited about is adding even more examples on the tactical side
available as workbooks and downloads and things like that that people can access to continue to work at enhancing their employee experiences on an ongoing basis.
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Where Can Listeners Find Joey Online?
Never Lose an Employee Again: The Simple Path to Remarkable Retention \u2013 Hardcover \u2013 e-book \u2013 Audiobook
Website \u2013 www.joeycoleman.com
LinkedIn \u2013 Joey Coleman
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Quote or Saying that During Times of Adversity Joey Uses
When asked about a quote that he tends to revert to, Joey stated that he doesn't necessarily have a quote that he comes to, but in those scenarios, he likes to try to get very clear on what the situation is they're dealing with. Let him explain that a little bit. He used to be a Criminal Defense Lawyer, and so his job used to be to keep the wrongfully accused out of prison. And if he misspoke, now he\u2019s a full time professional speaker, but in those days, speaking in the courtroom, if he misspoke, someone went to prison. And that usually meant they went to prison for a long time.
So, whenever he\u2019s faced with a challenging situation, he asked himself two questions. Number one, \u201cDid anyone die in this scenario we're dealing with? Is there a death that has happened?\u201d And thankfully it's very rare that he would ever answer that question yes, usually no one has died.
The second question that he ask is, \u201cDid anyone go to prison without the possibility of parole in the future?\u201d Because if you go to prison without the possibility of parole, you've got a really big problem. If someone has died, you've got a really big problem. But if no one died and no one went to prison without the possibility for parole, you actually don't have that big of a problem. You've got a situation, you've got a circumstance, you've got something you maybe need to focus on or address.\xa0
But he finds that that criteria of evaluating the situation allows him to keep some perspective on how much he should be getting worked up or frustrated or angry about a scenario. And instead say, \u201cThis could be a lot worse. This is a challenging time to move through. But the consequences aren't that terrible and irrevocable that we're not going to be okay on the other side.\u201d
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Me: I like it. I've asked this question to over 150 guests because we're approaching close to 200 episodes for this podcast. And it's amazing that most guests would give maybe a motivational quote, not necessarily ask themselves a question. So, it's interesting the perspective that you take because then you're able as you identified to really recognize is this really an issue that we need to be raising our blood pressure and losing our mind, or can we just adjust our approach and decide, okay, we're going to tackle it this way, these are steps we're going to take and this is how we're going to approach it.\xa0
Joey stated that's definitely what he tries to do because he agrees with Yanique. There are very few things that we should be raising our blood pressure in a negative way. If your heart's beating faster because you're inspired, you're eager, you're in love, you're feeling those things, great. But if your heart rate is raising because of stress, because of worry, because of fear, he thinks there's an opportunity to approach the situation from a different perspective to kind of keep things a little more calm.
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Me: Thank you so much for coming back on our podcast. I just want to express my greatest gratitude to you. And of course, congratulations again on your new book, Never Lose an Employee Again. I think it really will be a great complement to your original book, Never Lose a Customer Again. You brought up some excellent points, really practical stuff that employees and employers across different parts of the world in different industries can definitely think about, hope everyone that listens to this episode will go and grab a copy of your book as you mentioned in whatever version they like to listen to it in, whether it be audio or e-book or the physical book where they read. But it was really, really insightful. I love these types of conversations that get me excited, it doesn't even feel like I'm doing a podcast, it feels like I'm sitting down with a friend having a cup of coffee or a nice glass of lemonade and just having a great conversation. And these types of conversations really fulfil my soul, makes me feel good inside. So, I hope it was as fun for me as it was for you.
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Links
\xb7\xa0 Never Lose a Customer Again: Turn Any Sales inot Lifelong Loyalty in 100 Days by Joey Coleman
\xb7\xa0 Never Lose an Employee Again: The Simple Path to Remarkable Retention by Joey Coleman
\xb7\xa0 Creating Superfans: How To Turn Your Customers Into Lifelong Advocates by Brittany Hodak
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The ABC\u2019s of a Fantastic Customer Experience
Grab the Freebie on Our Website \u2013\xa0TOP 10 Online Business Resources for Small Business Owners\xa0
Do you want to pivot your online customer experience and build loyalty - get a copy of\xa0\u201cThe ABC\u2019s of a Fantastic Customer Experience.\u201d
The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty.
This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately!
This book will develop your customer service skills and sharpen your attention to detail when serving others.
Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!
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