RHS 190 - Joey Coleman's Guide to Navigating Leadership, Empathy, and Employee Experience

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Some of the toughest decisions in my life involved hiring and firing employees.

I was confronted with the emotional toll it took on both ends of the spectrum. That's why our guest, Joey Coleman, renowned author of 'Never Lose a Customer Again' and 'Never Lose an Employee Again', is here to shed some light on this intricate process.

With his own experiences as a leader and the challenging decisions he made as a CEO, Joey offers a unique perspective on the employer-employee dynamic.

The episode further highlights the intertwined connection between customer experience and employee experience, shedding light on the employer's responsibility to create a remarkable environment for their team members.

We also dissect the balance of hierarchy and dialogue in decision-making, the dangers of confirmation bias, and the importance of rest and recovery after big projects.

So, grab your headphones and tune in to this enlightening episode packed with valuable insights for leaders and managers alike.

This is not just a conversation; it's a transformative journey.

Episode Highlights:

• Ryan and Joey discuss their experience of speaking with Marcus Sheridan and how much they admire his skills. (6:57)
• Joey shares his experiences during COVID, including giving speeches and consulting for struggling businesses, and witnessing the contrasting emotions of people facing hardships and successes. (15:43)
• Joey discusses the importance of employee experience in creating remarkable customer experiences and the interconnectedness between the two. (25:51)
• Joey mentions that employers struggle to create a positive employee experience due to a lack of firsthand experience, a fear of vulnerability and admitting uncertainty, and a disconnect between customer and employee experience. (30:42)
• Joey believes that being a great employer is understanding that employee experience is a journey, not a destination, and adapting to the changing world and employee needs (34:29).
• Joey discusses the importance of valuing team opinions and involving them in decision-making while acknowledging that leaders must make tough decisions and take responsibility for the results. (46:42)
• Joey mentions that leaders often fail to learn from experiments because they focus on justifying the results instead of understanding why things didn't go as planned. (56:25)
• Joey discusses the episode's main takeaway, which is to be intentional about the type of people you want in your organization and to incorporate that into every step of the hiring and employee management process. (1:00:08)

Key Quotes:

• “The best books are the ones that you can come back to. You can read it at a different point in your career when you're facing a different problem, a different situation, a different scenario, you're in a different organization, you've got a new product, a new service, whatever it may be.” - Joey Coleman
• “Most leaders don't actually learned from the experiments. They justify why the experiment ended up the way it did, without exploring why the experiment didn't go the way they thought it was.” - Joey Coleman
• “Words totally matter, like, it is literally the foundation of our ability to communicate in the modern era, is words, language.” - Joey Coleman

Resources Mentioned:

• Joey Coleman LinkedIn
• Website: Joey Coleman
• Book: Never Lose an Employee Again
• Book: Never Lose a Customer Again
• Reach out to Ryan Hanley
• Rogue Risk
• Finding Peak

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