Ep 4: Mind-blowing Customer Experience: who you are, and how you relate with your team, matters most
When a DTC startup asks for a CX recipe, it turns out the ingredients are simple, kinda hard, and the opposite of what you'd learn from a classic business book. An elder Texas horseman gives us a clue.
Tim Jobe of Natural Lifemanship joins the discussion with Abigail and Patrick. We discuss how bringing a trauma-informed and mutually-connected relationship to your team dynamics, especially between managers and their team, opens up a new level of employee satisfaction, engagement, and performance.
You'll learn what horses, humans, and conflict management have in common. And why your team's capacity for mind-blowing customer experience rests upon their relationship with you.
Storytime topics for today:
- The book Abigail was reminded of when talking about mindblowing customer experience. (Hint: scroll down to the episode bookshelf to find out!)
- Bonnie Badenoch and how Patrick relates her teachings to leadership.
- The coaching book that Patrick compares to Natural Lifemanship.
- The HR video Patrick plays.
- The similarities between the structures in horses and humans brains
- Being trauma informed affects how you manage your team
- The thing about trauma that makes it devastating. Can you guess what it is?
- The best thing you can do as a manager for your team
- Empathy becomes possible to give to customers when employees have a connected relationship with their manager
- The powerful lesson Tim's horse gave him on staying connected even when you're in different places. Plus how he took that lesson and applies it to his remote team now.
- The difference in an employee's brain response when you have a good connection with your manager through the tough days.
- When you lead with fear or control, what happens when whoever you're leading encounters something they're more afraid of than you? What does that mean for your trust of your team?
- When people are kept in survival mode, they'll perform, but only at the level one can force them to perform. Not their level of performance.
- How does understanding attachment theory help people build relationships inside an organization?
Want to sample this episode?
Here's some of our favorite bits, so you can sample it before you commit.
How you hold down the performance of your team, or horse, and what to do instead
Empathy comes not from what you do but who you are
Connection with customers or your team cannot be faked
This episode's bookshelf
The Devil in the Kitchen - Marco Pierre White
Coaching for Improved Work Performance - Ferdinand Fournies (Note: while we don't recommend this book, we are including it here since it was mentioned in the episode.)
Other Honorable Mentions...
Here's the link to the podcast episode we mention in our intro that Patrick was interviewed on. You can listen to a snippet below or check out the full episode here at Dad.Work.
Do you have any feedback for us on this topic? Or a question you'd like to ask? Please leave us a message and let us know.