How To NEVER Lose An EMPLOYEE or CUSTOMER (Ft. Joey Coleman)
Chapters
Click to jump to section
Speakers
Key Takeaways
The first 100 days — of a customer and of an employee — decide whether they stay; intentional onboarding is the highest-leverage thing most companies ignore.
Ride-alongs and learning about a person's life (spouse, kids, dreams) build the connective thread of culture that survives turnover.
You practice far more than you perform in sports and the military — business should train the same way instead of expecting people to just perform.
Onboard the whole person: reaching out to an employee's family or roommates when they sign on turns a job into a story they tell.
"Hire slow, fire fast" is too simplistic — hire intelligently and part ways quickly, but give great people real authority and autonomy in between.
Personalized gestures — a custom video, a thoughtful gift à la Ruhlin's Gifology — create remarkable moments money alone can't buy.
Home services has a unique edge — you're invited into people's homes — so every in-home interaction is a chance to be remarkable and earn loyalty.
Want the full experience?
Join the Inner Circle for full access to every episode, AI-powered insights, personalized coaching, and a network of industry leaders.
Join Inner Circle →