This week on the podcast, Ben speaks with Joey Coleman, an expert in customer and employee retention. 

Joey shares his methodology for improving customer and employee retention in the first 100 days, as outlined in his book "Never Lose a Customer Again." He also discusses his newest book, "Never Lose an Employee Again," which focuses on reducing turnover and increasing employee engagement.

Joey covers the eight phases of the new team member journey, from recruitment to becoming an advocate for the clinic. 

Tune in to learn how to create remarkable experiences for your team members and build a loyal customer base.

Quotes

• 08:38 - "What I love at the core of this is there's empathy for the other person, and that is truly care."

• 23:40 - "Every employee has coworkers, but not every employee has colleagues… It's really difficult to quit a job where you have colleagues."

• 38:29 - "When we feel that there is someone at work who personally cares about us, who personally is invested in our success, we do better."

• 50:02 - "A master knows there are always edges to polish."

Timestamps

00:00:00 Intro
00:00:30 Joey's Bio
00:01:56 "Never Lose An Employee Again" book
00:06:30 The first 100 days for new team members
00:08:40 Joey's 8 Phases for an employee's journey
00:09:55 1.Assess
00:10:48 2.Accept
00:11:07 3.Affirm
00:12:20 4.Activate
00:13:00 5.Acclimate
00:13:45 6.Accomplish
00:14:32 7.Adopt
00:14:56 8.Advocate
00:16:55 Interviews: Giving applicants questions ahead of time
00:20:29 Interviews: Asking off-the-cuff questions
00:23:34 "Coworker" versus "Colleague"
00:26:20 Relationships at work
00:28:00 Creating culture in remote workspaces
00:32:08 Unique ideas for employee benefits and rewards
00:36:47 Mentor programs for team members
00:42:20 What phase should I start with?
00:44:00 Highly impactful action to take today (plus script)
00:47:30 What does mastery mean to you?