All Episodes
It doesn’t take a genius. — 102 episodes
Gossip is undermining your culture--we have a solution
Low-tech "gamification" grew CX--and sales
You need to be brightspotsmaxxing
Retain your future managers by training them now!
The 300 Spartans: Three Lessons from the Battle of Thermopylae
Was Socrates the original coach?
The criteria for Best Dealerships to Work For--would your team pass or fail?
So what exactly IS coaching?
Scientists prove coaching works--in a certain way
We can’t believe we haven’t shared this “ask more/share more” tool yet …
Eliminating friction in your customer experience
Are you guilty of people triangles? They're making things worse. ...
It's a myth! "Praise in public, criticize in private."
Do you know your employee's TWO agendas?
The Calendar Test: Why Most Managers Fail at Leadership Execution
Attention to detail is how your love shows up!
You Don’t Get What You Want — You Get What You Ask For
Your stories are sticky--so use 'em!
Mercenary, Patriot ... or Citizen?
Your coworker, the flat-earther
Yes, you still need memory
Lessons from two successful Chick-fil-A's
The Gift-Giving Hack
Keep asking questions
The water main leak in us all
Bringing in a new manager to replace you ...
AI, spam and how you can leverage your advocates
Your bosses' feedback shows they are 1 of 4 types
Four Ways to Get Above the Line
Are your people rude ... or insecure?
Signs are a Band-Aid on poor design
Your business is an art, not a sport
The litmus test for effective training
Customer experiences that earn loyalty and cost $20 or less
Brand drift: Mark's parents predicted the downfall of Cracker Barrel
What's the story you're telling yourself?
The reaction to Cracker Barrel's change was shockingly predictable
Earning loyalty with one sentence (CRM or not)
Maximizing efficiency with the 4D rule
Empathy & Compassion is really Relate & Respond
Never use DISC to evaluate!
The number 1 job of a leader
4 words, 3 letters: the art of recognition
A man who studied great men: 4 qualities of leadership
Mark's safety razor: our authentic episode about authenticity
The five words you need to envision your future
"Declarative questions"--an oxymoron or a Jedi-level move for hiring, coaching & sales?
Dom Genova: How a creative survived a bureaucracy
Dom Genova: Don't be taken for a ride!
Your organization is leaking workers in these two career paths
The Inquiring Leader: Embracing the awkward (golden) silence
The Inquiring Leader: The myth of the natural leader (Inquiry is a skill, not a personality)
The Inquiring Leader: The Magic Accountability Question
The Inquiring Leader: Five downsides to being the Answer Guy
The Inquiring Leader: Four types of powerful questions great leaders ask
The Inquiring Leader: How five managers asked employees questions and avoided the exit interview
The Inquiring Leader: How curiosity saved $1.2 million
Better at being better: Continuous improvement culture is a habit, not a finish line
Better at being better: Your idea needs an owner--who isn't punished
Better at being better: Be like Elon and experiment responsibly!
Better at being better: Too many ideas? Not enough time? We can help.
Put your ego aside: Your people can help you "be better at being better"
Beyond words on the wall: We get better when we align with our values
Vision: See the future so you can be the future
Resting is rusting! Be like Buc-ee's and be better at being better.
People should NOT be well-rounded: Mark's brother the Strengths Coach
My Favorite Martin: Mike interviews Mark's dad
Want engaged employees? You need "Growth."
Want engaged employee? You need "Belonging and the Greater Good."
Want engaged employees? You need to meet "Basic Human Needs."
Want engaged employees? You need "Clarity and Resources."
Hope in suffering, 2: Surviving abuse in a Soviet orphanage
Hope in suffering, 1: Surviving abuse in a Soviet orphanage
Are your concerns shrinking your influence?
People are smart! (No, really!) They just need a reminder.
Aristotle and Teddy want you to stay in the fight!
Transitioning from Go-To Person to Empowering Leader!
Three kinds of stories your culture must discover and share
Are you guilty of LCD Management?
FOLLOWUP: The keys to a strong culture ... and a strong you
FOLLOWUP REPORT: I'm managing monkeys, how do I free up time for my gorillas?
LEADERS! PARENTS! Get the monkeys off your back with 1-3-1
Dignity and Excellence: The West's culture code
DiSC: How to work with anybody
Locate yourself in the Customer Experience Death Spiral®
What do you meme?® Shocking reactions from "Triangle Factory" workers ... which one are you?
LISTENER UPDATE: Never assume people want to win as much as you do, part 2
Roleplay works: Mark coaches his kids to cold-call for the Country Ham Auction
Author Chris Hunsicker: How to gain a non-duplicatable competitive advantage
How to write a book (or accomplish pretty much anything)
Leading in crisis--and a plot twist
The fall of BeReal and the rise of Dave & Buster's gambling: Four ways to engage an online, overly stimulated workforce
Never assume that people want to win as much as you do
It's a dog-eat-dog world--right?
"We're always talking" is not good enough: The five conversations that drive performance
You should tell your people before "the judge" does
George Carlin and the Bible agree with Ted Lasso: Be curious, not judgmental.
It's not a problem to solve, it's a tension to manage
AI's advice to new managers: Did it get it right?
The intern who figured it out: Be open to learning
Winners and losers: Both have goals ... what separates them?
Booker T's ancient secrets to communicating