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

Spartan philosophy, built in the black-ops lab of
business: https://www.findingpeak.com


Finding Peak podcast: https://linktr.ee/ryan_hanley





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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