The Mason Duchatschek Show

Summary: In this conversation, Shep Hyken discusses the critical aspects of customer experience and service. He highlights the disconnect between companies' perceptions of their service and actual customer experiences, emphasizing the importance of understanding customer effort and satisfaction. Hyken shares insights on how technology can enhance customer support, the significance of creating service awareness among employees, and the necessity of compensating customers for their time. He also stresses the importance of measuring customer satisfaction effectively to reduce churn and improve service delivery.Takeaways: - Customers compare service to the best they've experienced.- Satisfaction alone is not enough to retain customers.- Companies must acknowledge and apologize for service issues.- Customer effort is a crucial metric for service quality.- Technology should enhance, not replace, human interaction in support.- Service awareness among employees leads to better customer experiences.- Compensating customers for their time fosters loyalty.- Understanding churn rates is vital for business health.- Effective measurement of customer satisfaction can drive improvements.- Creating a culture of service excellence is essential for success.Chapters00:00 Introduction to Customer Experience02:27 Understanding Customer Expectations05:04 The Importance of Customer Effort07:57 The Disconnect Between Companies and Customers10:58 Strategies for Employee Engagement13:45 Creating Service Awareness16:27 The Role of Technology in Customer Service19:10 Measuring Customer Satisfaction21:39 Final Thoughts and ResourcesLearn More with Workforce AlchemyIf you're looking for proven strategies, tools, and secrets to improve leadership, branding, and resilience in business, take the Workforce Alchemy Challenge for free.👉 Apply here: https://www.WorkforceAlchemy.comAbout Our CompanyAlchemy was the medieval forerunner of chemistry, based on the supposed transformation of matter. It was concerned with attempts to convert base metals (like lead) into gold. WORKFORCE ALCHEMY is kind of like that, except with people and businesses.We provide various skill, attitude, and personality-based psychometric assessment tools and training to help employers with employee selection, engagement & retention.Follow Us:Facebook: https://www.facebook.com/people/Workforce-Alchemy/100089012713935/Instagram: https://www.instagram.com/workforcealchemy/YouTube: https://www.youtube.com/@WorkforceAlchemistRumble: https://rumble.com/user/WorkforceAlchemy#customerengagement #customerservice #customerexperience #csx #customerloyalty #customersatisfaction #hyken #workforcealchemy

SummaryIn this episode of the Mason Duchatschek Show, Ryan Patrick, lead guitarist of the rock band OTHERWISE, shares insights into the evolution of the music industry, the challenges faced by independent artists, and the importance of authenticity in both music and business. The conversation explores how OTHERWISE has navigated their journey from being signed to a major label to taking control of their own destiny as an independent band. Ryan discusses the significance of building a loyal fanbase, the lessons learned from their experiences, and the impact of their charity, Life by Music, which empowers youth through music education.TakeawaysThe music industry has evolved significantly over the years.Authenticity is key to standing out in a crowded market.Building a loyal fanbase requires genuine engagement and connection.Challenges in the music industry mirror those faced by entrepreneurs.Patience and persistence are crucial for success in any field.Music can be a powerful tool for personal empowerment and growth.Life by Music aims to provide resources and education to at-risk youth.Collaboration and teamwork are essential for success in any business.The journey of an artist is filled with ups and downs, but resilience is vital.Success is not just about financial gain, but also about passion and art.Chapters00:00 The Journey Begins: Otherwise's Origins04:53 Navigating the Music Industry: From Major Label to Independence09:11 Authenticity in Music: Standing Out in a Crowded Market13:44 The Evolution of Revenue Streams in Music17:57 AI in Music: A Tool or a Threat?22:14 Lessons Learned: Advice for the Next Generation26:26 Building a Loyal Fanbase: Strategies for Success31:02 The Importance of Empathy in Leadership34:00 Professionalism vs. Stardom36:51 Family Dynamics in Business38:47 Balancing Family and Business44:25 Embracing Freedom and Responsibility46:47 Looking Ahead: New Music and Projects49:08 Life by Music: Empowering Through Music EducationFor more information:Workforce Alchemy: https://workforcealchemy.comLIfe By Music (5013c Nonprofit): https://lifebymusic.orgOtherwise Official Band Website: https://otherwisemusic.com

How do you transform conflict into a leadership growth opportunity?In this episode, Mason Duchatschek sits down with Marlene Chism, an expert in leadership and conflict management, to discuss how leaders can embrace discomfort, practice radical listening, and develop the conflict capacity needed to create a more engaged and trusting workforce.Marlene shares insights on mismanagement, workplace drama, and avoidance, revealing how these challenges impact company culture. Through education, self-regulation, and open communication, leaders can build stronger teams and turn difficult conversations into powerful learning experiences.Key Takeaways-Conflict Can Be a Growth Opportunity – When handled correctly, conflict strengthens leadership and team dynamics.-Disrespect, Not Disagreement, Ruins Relationships – Leaders must focus on fostering respectful communication.- Curiosity Is a Leadership Superpower – Radical listening and curiosity help uncover solutions in difficult situations.- Avoidance and Mismanagement Create Workplace Drama – Leaders who fail to address issues allow toxic behaviors to fester.- Building Conflict Capacity Requires Practice – Self-regulation and preparation are key to handling workplace conflicts effectively.- Challenging Personal Narratives Improves Leadership – Reframing perspectives can lead to better decision-making.- Clarity in Communication Can Shift Any Situation – Clear intentions help resolve misunderstandings and strengthen trust.Learn More with Workforce AlchemyIf you're looking for strategies, tools, and secrets to improve leadership effectiveness, conflict resolution, and workplace culture, take the Workforce Alchemy Challenge for free.👉 Apply here: https://www.WorkforceAlchemy.comCatch the Full Conversation🎙 Latest Podcast Episodes:👉 https://shows.acast.com/themasonduchatschekshowChapters00:00 Embracing Conflict as a Growth Opportunity02:56 The Inner Game of Conflict Management05:38 Mismanagement and Workplace Drama08:47 Avoidance, Appeasement, and Aggression in Leadership11:35 Developing Conflict Capacity14:17 Challenging Personal Narratives17:32 Effective Communication Strategies20:18 Overcoming Resistance in Leadership24:41 The Fulcrum Point of Change27:48 Willingness to Grow and Learn29:40 Embracing Aversion in Personal Growth31:40 Trust and Communication in Leadership35:53 Character vs. Competence in Leadership38:30 The Power of Employee Engagement40:58 Clarity as a Tool for Conflict ResolutionFollow Us on Social MediaFacebook: https://www.facebook.com/people/Workforce-Alchemy/100089012713935/Instagram: https://www.instagram.com/workforcealchemy/YouTube: https://www.youtube.com/@WorkforceAlchemist*** To learn more about Marlene Chism and her work check out her site at: https://marlenechism.com/**** To learn more about her books, see: https://marlenechism.com/conflict-to-courage-promo/#WorkforceAlchemy #MasonDuchatschek #ConflictResolution #Leadership #EmployeeEngagement #WorkplaceCulture #MarleneChism

In this conversation, Mason Duchatschek speaks with Chris Riley, CEO of United Cutwater, about the intricacies of business transformation and exit strategies. Chris shares insights on how to maximize business value, the importance of preparation, and the various options available for business owners looking to sell. He emphasizes the need for operational improvements, understanding buyer perspectives, and the significance of family dynamics in business transitions. The discussion also highlights common mistakes made by business owners when selling and offers key advice for navigating the process successfully.TakeawaysThere are multiple ways to exit a business, each with its pros and cons.Valuation is determined by what a buyer is willing to pay, not just market standards.Preparation and strategic improvements can significantly increase business value.Family dynamics play a crucial role in business transitions and should be addressed early.Business owners should avoid calling investment bankers too soon in the selling process.Understanding buyer needs is essential for a successful sale.Operational improvements can make a business more attractive to potential buyers.Planning is key to achieving optimum value when selling a business.Business owners should stay in their lane and focus on their strengths.Thinking like a buyer can help business owners navigate the selling process effectively.Chapters00:00 Introduction to Business Transformation01:23 Understanding Business Exits04:10 Factors Influencing Business Sales05:51 Preparation for Business Sale08:59 Enhancing Business Value11:59 Operational Improvements for Sale18:47 Planning for Business Succession22:34 Family Dynamics in Business Transition26:48 Common Mistakes in Selling a Business30:24 Final Advice for Business OwnersSubscribe to the Podcast:https://shows.acast.com/themasonduchatschekshowFollow Us on Social Media:Facebook: https://www.facebook.com/people/Workforce-Alchemy/100089012713935/Instagram: https://www.instagram.com/workforcealchemy/YouTube: https://www.youtube.com/@WorkforceAlchemistRumble: https://rumble.com/user/WorkforceAlchemyDailymotion: https://www.dailymotion.com/WorkforceAlchemyWebsite:https://workforcealchemy.com/Keywordsbusiness transformation, exit strategies, business valuation, family business, operational improvements, investment banking, business selling mistakes, business advice

SummaryIn this conversation, Mason Duchatschek discusses the importance of behavior change in organizations, emphasizing that what gets rewarded gets repeated, while what gets punished is avoided. He shares stories illustrating how a lack of recognition can stifle innovation and employee engagement. Duchatschek advocates for creating a culture that rewards exceptional ideas and contributions, highlighting the long-term benefits of fostering trust and motivation among team members.TakeawaysWhat gets rewarded gets repeated and punished gets avoided.Employees may hesitate to share ideas if they fear negative consequences.A culture lacking rewards leads to stagnation and inflated costs.Recognizing and rewarding exceptional contributions can drive innovation.Leadership should create an environment where employees feel valued.Small gestures of appreciation can significantly boost morale and productivity.Building trust with team members fosters a positive work environment.Risk-taking in leadership can lead to stronger team bonds.Effective communication is key to understanding employee motivations.Long-term success is tied to a culture of recognition and support.Learn More with Workforce AlchemyIf you're looking for strategies, tools, and secrets to improve leadership effectiveness, employee engagement, and workplace culture, take the Workforce Alchemy Challenge for free.👉 Apply here: https://www.WorkforceAlchemy.comCatch the Full ConversationPodcast Episode:👉 https://shows.acast.com/themasonduchatschekshowAbout Our CompanyAlchemy was the medieval forerunner of chemistry, based on the supposed transformation of matter. It was concerned with attempts to convert base metals (like lead) into gold. WORKFORCE ALCHEMY is kind of like that, except with people and businesses.We provide various skill, attitude, and personality-based psychometric assessment tools and training to help employers with employee selection, engagement, and retention.Follow Us on Social MediaFacebook: https://www.facebook.com/people/Workforce-Alchemy/100089012713935/Instagram: https://www.instagram.com/workforcealchemy/YouTube: https://www.youtube.com/@WorkforceAlchemistRumble: https://rumble.com/user/WorkforceAlchemyDailymotion: https://www.dailymotion.com/WorkforceAlchemy#WorkforceAlchemy #MasonDuchatschek #EmployeeEngagement #Leadership #Recognition #Innovation #Motivation #WorkplaceCulture

In this episode of the Mason Duchatschek Show, host Mason Duchatschek speaks with Don Harkey, CEO of People Centric Consulting Group, about the critical role of workplace culture in driving business success.The conversation explores the benefits of building a high-performing culture, the damaging effects of toxic employees, and the systems necessary to foster a positive and productive work environment. Don shares actionable insights on how businesses can empower their teams, align their goals, and adapt to the challenges of the current labor market to retain top talent.If you’re a business leader, manager, or HR professional looking to unlock the potential of your workforce, this discussion is packed with practical advice and transformative ideas.Key Takeaways-A high-performing culture drives better business outcomes.-Employee engagement is more critical than simple happiness.-Toxic employees harm productivity and morale.-Empowerment and alignment are key to fostering a successful culture.-Addressing toxic behavior is essential for maintaining morale.-Investing in people is crucial for long-term success.-Workplace culture is shaped by systems, not just declarations.-Communication systems break down silos in organizations.-Management training is vital for effective leadership.-Adapting to the current labor market requires prioritizing culture.Timestamps:00:00 - Introduction to the Mason Duchatschek Show06:39 - The Impact of Toxic Employees11:53 - Addressing Toxicity in the Workplace17:33 - Transforming Workplace Culture24:06 - The Importance of Management Systems29:18 - The Impact of Culture on Employee Retention36:37 - Investing in People for Business SuccessSubscribe to the Podcast:https://shows.acast.com/themasonduchatschekshowFollow Us on Social MediaFacebook: https://www.facebook.com/people/Workforce-Alchemy/100089012713935/Instagram: https://www.instagram.com/workforcealchemy/YouTube: https://www.youtube.com/@WorkforceAlchemistRumble: https://rumble.com/user/WorkforceAlchemyDailymotion: https://www.dailymotion.com/WorkforceAlchemyWebsite:https://workforcealchemy.com/#WorkforceAlchemy #MasonDuchatschek #WorkplaceCulture #Leadership #EmployeeEngagement #BusinessSuccess #DonHarkey #ManagementTraining

(Episode 3 of 3 part series)In this episode of the Mason Duchatschek Show, Mason welcomes labor relations expert Jason Greer to discuss the importance of building positive workplace relations to avoid unionization. They explore key management practices that foster respect, engagement, and transparency, emphasizing the need for leaders to connect with their employees. The conversation also touches on the impact of social justice issues in the workplace and how companies can balance operational efficiency with creating a culture where employees feel valued and respected.Takeaways:-Great management makes unions unnecessary.-Employees want transparency from their leaders.-Respect and recognition are crucial for employee morale.-Many employees feel disconnected from the impact of their work.-Companies must market their internal benefits effectively.-Cross-training opportunities are highly valued by employees.-Leaders should actively seek employee feedback on social issues.T-ransparency can alleviate workplace anxiety and stress.-Understanding employee needs can prevent unionization efforts.-Building a positive culture requires ongoing effort and communication.Chapters00:00 Welcome to the Mason Duchatschek Show00:54 Building Positive Workplace Relations03:52 The Importance of Transparency in Management06:41 Understanding Employee Engagement and Anxiety08:41 The Role of Respect and Recognition11:38 Case Studies: Successes and Failures in Employee Relations17:29 Creating a Culture of Open Communication18:40 The Importance of Growth and Mentorship20:01 Creating a Positive Company Culture22:06 Recognizing Employee Talents23:00 Addressing Social Justice in the Workplace26:13 Understanding Employee Disengagement29:06 Balancing Efficiency and Employee Well-being33:00 Effective Internal Communication and Marketing34:24 The Key to Retaining EmployeesFollow us on social:Facebook: https://www.facebook.com/ReverseRiskConsultingInstagram: https://www.instagram.com/workforcealchemy/YouTube: https://www.youtube.com/@WorkforceAlchemistRumble: https://rumble.com/user/WorkforceAlchemyDailymotion: https://www.dailymotion.com/WorkforceAlchemyTwitter / X: https://x.com/WorkAlchemistContact Info:Mason Duchatschek:https://workforcealchemy.com/Jason Greer:https://hiregci.com/Purchase the book... People Matter Most @Amazon.com:#workplace relations, #unionization #management practices #employeeengagement #transparency #respect #recognition #leadership #companyculture #socialjustice

SummaryIn this episode of the Mason Duchatschek Show, host Mason Duchatschek welcomes labor relations expert Jason Greer to discuss the intricate dynamics of unionization. They explore the stages of unionization, the role of union organizers as 'professional friends', and the tactics unions employ to identify vulnerabilities within companies. Greer explains the concept of 'salting', where unions embed individuals within organizations to gather intelligence, and discusses the impact of the current political climate on unionization efforts. The conversation also covers legal boundaries for employers and proactive measures they can take to protect themselves from union tactics.TakeawaysUnion organizers act as 'professional friends' to build trust.The stages of unionization include organizing, negotiating, and contract settlement.Social media is a powerful tool for unions to identify potential organizing opportunities.Salting involves embedding union supporters within companies to gather intelligence.Employers must understand their legal rights and responsibilities regarding unionization.Employers should proactively engage with employees to prevent unionization.Building a positive workplace culture can deter union organizing efforts.Employers need to be aware of the emotional state of their employees.Effective communication and transparency are key to employee satisfaction.To learn more visit: https://workforcealchemy.com/Follow us on social:Facebook: https://www.facebook.com/ReverseRiskConsultingInstagram: https://www.instagram.com/workforcealchemy/YouTube: https://www.youtube.com/@WorkforceAlchemistRumble: https://rumble.com/user/WorkforceAlchemyDailymotion: https://www.dailymotion.com/WorkforceAlchemyTwitter / X: https://x.com/WorkAlchemist#WorkforceAlchemy #business #MasonDuchatschek #HR #HumanResources

SummaryIn this conversation, Mason Duchatschek interviews labor relations expert Jason Greer, who shares insights on the dynamics of labor relations and unionization. They discuss the reasons behind union drives, the process of organizing, and the misconceptions that management often holds about employee motivations. Greer emphasizes the importance of respect and recognition in the workplace, the need for management to listen to employees, and the critical signs of discontent that can lead to unionization. He also shares a powerful case study that illustrates the human aspect of labor relations and the lessons learned from it.Takeaways Union drives are often a response to bad management.Younger employees are more connected and aware of union activities.Social justice issues are increasingly influencing unionization.Employees vote against management, not necessarily for a union.Misconceptions about union motivations can lead to management failures.Early warning signs of discontent include lack of communication.Management should actively listen to employee concerns.Successful labor relations focus on the human aspect, not just numbers.Employers must recognize the importance of employee respect and recognition.Ignoring unionization risks can lead to disengaged employees.Chapters00:00Introduction to Labor Relations and Unionization01:01Understanding Union Drives and Their Causes03:36The Process of Union Organizing05:44Voting Dynamics: Management vs. Employees09:36Misconceptions About Unionization12:53Identifying Early Warning Signs of Discontent14:54Improving Employee Relationships15:03Lessons from a Unionization Case18:57The Reality of Unionization Risks21:21Conclusion and Contact InformationKeywordslabor relations, unionization, employee engagement, management strategies, union drives, workplace dynamics, employee respect, organizational culture, union misconceptions, early warning signsContact Info:Mason Duchatschek:https://workforcealchemy.com/Jason Greer:https://hiregci.com/Purchase the book... People Matter Most @Amazon.com:https://www.amazon.com/People-Matter-Most-Relations-Management/dp/0991382374/ref=sr_1_1?crid=2B7QJFJRFUU7C&dib=eyJ2IjoiMSJ9.ylVldwR7nleWwO9rmQ2ylQ.jWoohq3wlzz3HKhbk9eYyGXpBX73pTXz3LpZMO94MAw&dib_tag=se&keywords=labor+relations+union+business+management+people+matter+most+jason+greer&qid=1733422918&sprefix=labor+relations+union+business+management+people+matter+most+jason+greer%2Caps%2C116&sr=8-1