Episode 341: Learn How To Never Lose An Employee With Joey Coleman

Are you tired of losing employees within the first 100 days? The constant cycle of recruitment, onboarding, and training can be a never-ending challenge for businesses. Just when you think you've found the perfect candidate, they vanish, leaving you to start the process all over again. It's frustrating, time-consuming, and costly. But fear not! In this podcast episode, we're about to dive deep into the heart of this issue and uncover the secrets to retaining top talent from day one. Today's episode of Bella in Your Business: Pet Industry Business Podcast, we are thrilled to feature  Joey Coleman on the show. Joey is an award-winning speaker and author specializing in customer and employee retention. With over 20 years of experience, his captivating keynotes and actionable consulting projects empower organizations to enhance customer experiences. Joey's expertise has earned him recognition as a trusted advisor in the field. He is also releasing his latest book, "Never Lose an Employee Again," on June 27, providing valuable insights into fostering solid relationships and turning your employees into advocates. In our conversation with Joey, we discuss the eight phases of the employee journey and emphasize the importance of each phase. Joey explains that businesses should make the offer letter feel like an invitation to the best place the employee will ever work, rather than a memo from a lawyer. We also highlight the shocking fact that 40% of new hires do not make it to their 100-day anniversary, making it crucial to get the first 100 days right. Joey shares the case study of Jam, which creates a remarkable first-day experience for new employees. If you're interested, Joey is offering a training session for his new book. Attending the training session or purchasing the book could provide valuable insights and strategies for retaining employees. Topics and Keypoints: Eight phases of the employee journey How to make an employee feel wanted Eight Phases of the employee journey  Creating a positive employee experience and keeping your customers happy The importance of letting employees know about open positions to increase employee referrals. How to entice potential employees with job descriptions  Why Cash incentives aren’t  the best  "Never Lose a Customer Again" Joey’s new book and early access training Time Stamps [00:13] Introduction to Joey Coleman [01:11] Joey’s experiences and achievements in public speaking and traveling worldwide. [02:05] Joey's social media following remains small despite speaking at a major event. [03:43] Offer letter as an invitation [06:52] Introduction to the eight phases of the employee journey [07:08] The assess phase [07:31] The accept phase [07:47] The affirm phase [07:55] New hires' remorse [08:33]  Activate phase (09:59) The acclimate phase (10:35) The accomplish phase (11:32) The adopt phase (12:32) The advocate phase (13:41) Incentivizing employees and employee referrals. (14:31) 40% of new hires will not make the 100-day anniversary. (16:14) Creating a remarkable first-day experience (16:37)  The high-five tunnel and personalized walk-on music (20:02) Job descriptions as an enticement (22:08) Importance of excited colleagues (23:33) Joey’s upcoming book and early access training Noteable Quotes [00:01:14] “I've been very fortunate to have a number of speaking awards along the way. I love being in front of audiences, and thankfully, audiences seem to love having me in front of them. So I feel very blessed that I have the opportunity to travel around the world. I've now given speeches on all seven continents.” [00:01:31]  [00:04:18] “I understand that depending on the jurisdiction you're in, you are required to state certain things in the offer letter, but that doesn't mean they need to be stated in a boring legalistic way. Instead, what I like to encourage people to think about is the best wedding invitation you ever received.” [00:04:36]  [00:07:58] “There is scientific research that shows when somebody accepts a job offer, they feel fear, doubt, uncertainty about the offer they just accepted. Is this going to be the right employer? Am I going to be happy here? I was waiting to hear back from three other places I was interviewing with, but I had to accept this one should I've held out a little longer.” [00:08:15]  [00:08:46] “The secret to the first day on the job is to make it so remarkable, so interesting, so energetic that this employee says, " I have never worked anywhere like this before and I never want to work anywhere else.” [00:08:59] [00:12:37] “If your employees aren't actively getting their friends, their colleagues, the smartest people they've ever met, to come to work with them. Your business is not as successful as you think it is, and you don't really have advocates.” [00:12:51] Links Podcast: Bella in Your Business: Pet Industry Business Podcast Join Mastermind Email Bella: [email protected] Sign up for a 20 mins call  Book: Never Lose a Customer Again Joey’s upcoming book: Never Lose an Employee Again Connect with Joey Coleman Website Linkedin  Connect with Bella Website Facebook YouTube Transcript Welcome, everybody to the newest episode of Bella in your business. If you are watching on YouTube, you see that I've got a friend with me, a genuine friend. His name is Joey Coleman. This man is incredible. He wrote this incredible book called Never Lose a Customer years ago that helped change the process of customer experience in so many pet-sitting and dog-walking companies and jump consulting. So when I say I'm excited for his next book coming out, I'm like, that's an understatement. Okay, but if you're joining us for the first time, you've recently started your business and you don't know, Joey. For almost 20 years, he's helped organizations retain their best customers and turn them into raving fans via his entertaining and actionable keynote workshops and consulting projects. He has a long history of energizing and motivating audiences to enhance their customer experiences. And he's an award-winning speaker. Yes, they do have speaking contests at both national and international conferences. Joey, aren't you like, like this? I feel like this is understating your things. Because I'm pretty sure I saw you got a major speaking award. You're right, you are very kind, you are very kind. Yes, I've been very fortunate to have several speaking awards along the way. I just love being in front of audiences. And thankfully, audiences seem to love having me in front of them. So I feel very blessed that I have the opportunity to travel around the world. I've now given speeches on all seven continents, I was able to knock Antarctica off the list early last year. So super excited about that. That was number seven out of seven. And yeah, it's been an amazing experience. And I have to just brag on you too, because your accolades include, like Secret Service, and like major comp, like you're the most eclectic person I know. And we met because you were the keynote at Social Media Marketing World. Way back when I don't remember COVID. Like it feels like 1000 years ago. Yeah. And you got up on stage. You're like, I don't have social media. Like, wait, what? But I remember the audible gasp in the audience. I remember walking on stage. And I was like, I want to tell you about my social media following I have 117 followers on Twitter. And there was an audible gasp because people thought I meant like 117,000 or 117 million. I was like No 117 Because I just got on Twitter two days ago, and a bunch of you decided to follow me because I was speaking here. Yeah, I've never been a big social media guy but was honored to speak at Social Media Marketing World. I'm just so happy to meet you there because that was the antithesis of all that Marcus Sheridan was like, You need to meet this man. And I'm just so grateful for that. Because of that book that you were also talking about, there was the need for the Wall Street Journal's number two best-time seller, guys, that's not easy to do. Okay. And we love Joey so much that I'm gonna be putting it right out there, we're gonna have a really special offer for you at the end. That involves if you preorder his book that's coming out, which I've already done, and you should do, then you get some extra special Joey time, and I'll be there too. But we're all going. That's the best part is that you'll be there. That's the main reason I'm doing our mini training in our organism in our industry. And that's the cool thing, too about you, Joe, is that you understand the pet sitters and dog walkers. So I'm so happy to have you here we have a whole bunch of different kinds of points to go out. I'm not gonna go in any particular order. I want to start with the one that just really knocked my socks off. And I was like, You're so right. And I'd love to hear more about this. It was you who said your offer letter should be like an invitation to the best place they'll ever work, not a memo from a lawyer. And I think 99% of us do this wrong. Right. So can you expand on that? Well, and I should say from the outset, I'm a recovering attorney. So this isn't on lawyers, right? The first step is admitting you have a problem. There are 11 steps after that. But here's the thing, so many organizations go through this unbelievable recruiting and hiring process, right? They job posts, they get applications, they do tons of interviews, and then they find their person. And they're super excited because they finally found their person. And what do they do? They send them boilerplate dribble, they send them something that feels like was written by a lawyer and has no enthusiasm and no excitement. It's very technical. Now I understand depending on the jurisdiction you're in, you are required to state certain things in the offer letter.