This episode features a conversation with the founder and owner of Russell Cycling and Fitness – a 45+-year-old small business that has been named several times as a Top 100 Best Bicycle Retailer in the United States. Joe Russell will share many valuable lessons learned, including the importance of:

• Recruiting for cultural fit.
• Teaching inspiration and pride.
• Doing common things uncommonly well in customer service.

Whiteboard Notes:

Reflection Questions:

1. How many of your employees truly 'hate' their jobs? It's just a paycheck. What can you proactively do to help inspire them?
2. What common things in customer service does your organization do uncommonly well?
3. How much pride is at the center of your business today? What could be done to improve this even more?