June 27, 2023

The Business of Meetings – Episode 172 – Never Lose An Employee Again with Joey Coleman

Get ready to embark on a journey filled with invaluable insights and captivating stories! We are delighted to be joined by the one and only Joey Coleman, a true master in the art of customer and employee retention!

With his groundbreaking new book, Never Lose an Employee Again, Joey has delved once more into the depths of human connections and organizational dynamics – this time to unravel the secrets of building long-lasting, loyal, teams. His tireless dedication and the meticulous research of his team yielded remarkable insights and the profound wisdom he brings to the table!

Joey Coleman is a trailblazer whose storytelling prowess will leave you spellbound! Prepare to be inspired today as he shares his compelling stories, anecdotes, insights, and wisdom!

Joey Coleman Bio

When organizations like Whirlpool, NASA, Volkswagen Australia, Principal Financial, and Zappos need to boost their customer or employee experience, they call on Joey Coleman for assistance.

For over twenty years, Joey has helped organizations retain their best people (customers and employees) and turn them into raving fans via his entertaining and actionable keynotes, workshops, and consulting projects. His First 100 Days® methodology helps fuel the successful experiences his clients deliver around the world.

In his Wall Street Journal #2 bestselling book, Never Lose a Customer Again, Joey shares strategies and tactics for turning one-time purchasers into lifelong customers – while dramatically increasing profits along the way. His upcoming book, Never Lose an Employee Again, details a framework that companies around the world can use to reduce turnover and increase employee engagement.

As a recognized expert in experience design and an award-winning speaker at national and international conferences, Joey specializes in creating unique, attention-grabbing experiences for customers and employees. He works with companies ranging from small VC-funded start-ups to large Fortune 500s, with hundreds of mid-size businesses in between.

Joey developed his narrative skills as a criminal defense trial attorney, advised and counseled Fortune 500 companies as a business consultant, honed his communications and messaging skills at the White House, and did things for the U.S. Secret Service and the CIA that he can’t talk about publicly!

His design and artwork have been displayed in museums, featured in juried shows, and graced publications in the U.S. and abroad. When not traveling the world (52 countries and counting on all seven continents) for keynote presentations, client workshops, and quality beach time, Joey enjoys playing board games, building LEGO sets, and reading bedtime stories with his amazing wife and two young sons.

Where business owners, leaders, and entrepreneurs tend to fail

One of the most common frustrations expressed by business owners, leaders, and entrepreneurs is the desire for their employees to care about the business as much as they do. However, employees also yearn for care and concern from their employers. The principle of reciprocity in human relationships emphasizes that if we want others to treat us a certain way or share our beliefs, we must demonstrate it to them first. While most employers are adept at telling their employees about the benefits they provide, they often fail to lead by example to create personal and emotional connections.

Showing care right from the start

Employers should showcase how they will care for their employees from the outset. Showing care should start immediately when a potential employee reads the job description and encounters the employer’s brand.

The philosophy behind Joey’s new book, Never Lose an Employee Again

Just as companies sell their products or services to clients, they should also sell the company to their employees. That perspective underlies the philosophy behind Joey’s book, Never Lose an Employee Again, in which, despite his change in focus from customer experience to employee experience, he recognizes that humans crave appreciation, value, and a sense of belonging, whether they are customers or employees.

The inspiring story of Sir Ernest Henry Shackleton

Sir Ernest Shackleton, a renowned explorer of the early 20th century, was best known for his ambitious Endurance Expedition to Antarctica. As he assembled a team for this unprecedented endeavor, Shackleton sought to recruit individuals from various backgrounds, including cooks, sailors, seamen, captains, and scientists. Their mission was to explore Antarctica and reach the South Pole. After preparing in South America, they set sail for Antarctica, only to have their ship trapped in the ice, ultimately breaking apart and sinking after ten months. Stranded on the ice, they embarked on a challenging journey back to civilization, enduring harsh conditions for two years. Astonishingly, despite the treacherous circumstances, all 27 crew members survived.

Shackleton’s research shed light on something unique

Shackleton’s research shed light on a unique factor contributing to their survival. During the interview process, he asked each candidate if they sang because he recognized the power of communal singing in boosting morale and fostering a sense of connection on the cold Antarctic nights. He understood that joining together in song around the fire could motivate people to persevere.

A question for employers to consider

That revelation has prompted employers to come up with a single question they can ask prospective employees to determine if they possess the right attitude to join their organizations. Employers should focus not only on skills and qualifications but also on the qualities that contribute to a positive and cohesive team dynamic.

Employees’ expectations

Employees have evolved in their expectations. They no longer only desire a job or a paycheck. They also seek a meaningful career and a promising future. They crave a sense of progress and accomplishment and expect their employers to acknowledge and support those aspirations. That is why merely instructing employees to figure things out and follow the traditional career-development path is no longer sufficient today.

A partnership mentality

Employers must embrace a partnership mentality and actively participate in the journeys of their employees, recognizing their ambitions and helping them navigate the ever-changing professional landscape.

Creating meaningful connections within an organization

Leaders are responsible for demonstrating and encouraging meaningful connections within an organization as it expands and the number of employees grows. By setting an example and emphasizing the importance of relationships, leaders can inspire their direct reports to prioritize and nurture connections with their teams. Actively engaging with frontline workers and employees outside the immediate team also helps to foster a sense of community and strengthen connections within a company.

The importance of engaging with employees on a personal level

As a leader, it is essential to engage with your employees on a personal level. Take the time to discover their interests, such as their favorite sports teams, actors, or musicians. That will allow you to have friendly conversations, engage in playful banter, share jokes, foster a sense of camaraderie with your team, and create a positive and enjoyable work environment.

Why Joey recommends sending interview questions to candidates in advance 

Instead of asking generic questions about strengths and weaknesses, it is better to ask thought-provoking questions that will allow candidates to showcase their problem-solving skills and critical thinking abilities. That approach provides a more engaging and insightful way to learn about the personalities and capabilities of the candidates.

Where have all the people gone?

The shortage of available workers post-pandemic can be due to several factors. There was a significant reduction in the workforce due to COVID-related deaths. Many individuals had to leave their jobs to care for family members and have yet to return or have returned to more junior positions. Changes in immigration policies resulted in a decrease in the number of eligible workers, and many employees realized that their jobs undervalued them, prompting career changes and relocations. Additionally, there is a declining trend in the number of young workers entering the workforce each year, and the shift toward remote work and global competitiveness for talent has changed the landscape. The shortage is a combination of those factors rather than a single cause.

Benefits for employees

Employers should focus on understanding what truly matters to their employees rather than relying on superficial perks like foosball tables. They could offer employees unlimited babysitting or reimbursement for house cleaning. Those benefits create stability in their employees’ personal lives, which ultimately translates to workplace stability.

Connect with Eric

On LinkedIn

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Connect with Joey Coleman

On his website

On LinkedIn

Episode 13: How to Never Lose a Customer with Joey Coleman

Joey’s Books

Never Lose An Employee Again

Never Lose A Customer Again


About the author 

Eric Rozenberg

For two decades, Eric Rozenberg has consulted with Fortune 500 companies and produced conferences in more than 50 countries across diverse industries. His focus is creating meetings that are not only breathtakingly memorable but which bring corporate strategies to life and amplify team motivation/performance.

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