Episode 154 – Failed customer service

Most companies would say that their customers and clients are of paramount importance and that they pride themselves on great customer service. (Have you ever heard a company boast about its horrible customer service?)  However, we all know that not all companies have good customer service. Good customer service isn’t about that it’s the “right thing to do.” It also makes great business sense.  A customer is 4x as likely to defect to a competitor if the problem is service-related, rather than if it’s price- or product-related.  55% of customers would pay extra to guarantee better service. Listen in as
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Episode 147 – Don’t make me hunt you down

When a problem occurs that affects your customers and clients (and no organization is perfect, so you’ve definitely experienced issues), do you take initiative and reach out to your customers?  Or do you wait for them to hunt you down?  You may have all sorts of reasons for not wanting to broadcast a problem, but is that really in your customers’ best interests? Listen in as Dawn Shuler discusses a recent experience where she had to hunt down an organization to solve her problem, as well as examples of positively taking initiative, even if it meant the potential of a
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Episode 146 – Insufficient

I’ve struggled with what to say, because what voice do I have? What change can I make? Yet, it didn’t feel right to say nothing. I’m a CEO of a company and a leader, and I believe that mandates me to raise my voice and stand up for what I believe in. Listen in as Dawn Shuler, CEO and Founder of The Shuler Group, LLC, stands up – as insufficient as it might be.
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Episode 128 – Do you know how valuable you are?

Unfortunately, we live in a society that tells us not to toot our own horns, for fear that we might make others feel less than.  What if, instead, we could, at the same time, see how valuable we are in an organization as well as seeing how valuable our colleagues are?  What kind of magic could we create? Listen in as Dawn Shuler talks about two crucial components of understanding the value of all employees in an organization. Other podcast episodes referenced:  The Deeper Why in everything  
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Episode 123 – Why do you have so much employee turnover?

Dawn Shuler describes problems with employee turnover for two organizations:  one organization who has had almost 100% turnover outside their executive team, and another who just resigns itself to the “fact” of constant turnover. Is employee turnover preventable? Absolutely! According to statistics, 75% of employee turnover is preventable (and is NOT tied to compensation). Listen in as Dawn recommends three solutions for solving problems with constant employee turnover. Other podcast episodes referenced:  The Deeper Why, Right People in the Right Seats, and Why employee engagement is something you must focus on
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4 things managers need to do very well

Did you know that 75% of employees leave because of their boss? That means it’s upon the shoulders of managers and leaders to create an environment where their direct reports don’t want to leave. Dawn Shuler discusses the 4 things managers need to do very well in order not to become a statistic. Other podcast episodes mentioned: Right People in the Right Seats – what it means to your other employees Manage expectations Play to your strengths Take care of your people – corporate social responsibility
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What Do Your Values Say About You?

Most of the time I talk about a company’s core values, but individuals have their own set of values as well.  Listen in to today’s episode for a powerful, yet simple system to determine your values – and how best to communicate and connect with others, especially when you know and understand their values – and how they might be different from yours!  (And get your free personality report!)
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The Importance of Core Values

Dawn Shuler talks about why an organization needs to have core values and how they can be used. She uses the core values of The Shuler Group as an example and how they show up in everything from daily actions, meetings, hiring, and evaluating opportunities.
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Core Values as a Trend

I recently heard a fellow trainer and coach say that core values is a trend; everyone is doing it.  As a company devoted to the Deeper Why and core values, I really had to think about this.  A trend can be a fad, or it can be an indication of something here to stay.  How do core values show up for your organization?
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Top 5 Books You Must Read

Whether you’re a CEO, business owner, entrepreneur, executive, manager, or leader, these 5 books should not just be on your bookshelf, but you should read them! Listen in while Dawn Shuler discusses her top 5 favorite books for business: The Big Leap by Gay Hendricks Traction by Gino Wickman The Ideal Team Player by Patrick Lencioni Start with Why by Simon Sinek How to Change Minds by Rob Jolles
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