The CEO Project Podcast

In this episode of The Lazy CEO Podcast, host Jim Schleckser welcomes Joey Coleman, Chief Experience Composer of Design Symphony, as his guest. Joey is a renowned speaker and influencer in the areas of customer and employee experience. They discuss Joey's first book, "Never Lose a Customer Again," which emphasizes the importance of paying attention to customers after they become clients. He explains that 20 to 70% of new customers may leave before their 100-day anniversary, highlighting the need for a strong customer experience.

Joey then introduces his latest book, focusing on employee experience. He believes that a great customer experience is only possible with a great employee experience, as employees are the ones delivering the service. The conversation delves into the challenges of employee disengagement, which Gallup's recent research reveals to be as high as 77%.

The key focus of the discussion is on the first 100 days of an employee's journey in an organization. Joey emphasizes the importance of creating a positive and engaging experience during this period to improve retention rates. He outlines an eight-phase employee journey framework, starting with the "Assess" phase, where prospective employees decide whether to join an organization and the organization determines the fit. The subsequent "Accept" phase involves extending the job offer in a way that makes candidates feel excited about their future with the company.

The conversation touches on the critical "Affirm" phase, addressing new hires' remorse and the doubts that can arise after accepting a job offer. Joey stresses the need for continuous communication and support during this stage to alleviate any uncertainty and make the employees feel valued. The remaining phases of the employee journey involve "Activate" (onboarding), "Adapt" (helping employees acclimate to the culture), "Accomplish" (setting employees up for success), "Advocate" (encouraging them to become advocates for the company), and finally, "Ambassador" (creating raving fan employees who spread positive word-of-mouth).

Joey highlights that employee experience should be an ongoing focus, with leaders continuously striving to improve and engage their workforce. They discuss the importance of aligning employee and customer experiences and how embracing the true nature of the modern workforce, which is often temporary or short-term, can lead to better hiring decisions and stronger employee commitment.

The episode concludes with insights into how emotions play a crucial role in interactions with customers, employees, and all relationships in general. They agree that prioritizing personal and emotional connection in all interactions is key to building successful and meaningful relationships.

In this episode of The Lazy CEO Podcast, host Jim Schleckser welcomes Rob Volpe, author of the book "Tell Me More About That." The discussion centers around empathy, a crucial trait for great leaders. The podcast explores how empathy is often misunderstood and considered a soft skill that leaders might struggle with. However, Rob highlights that empathy is about connecting with another person's perspective or feelings as they experience them to foster better understanding and relationships.

The conversation revolves around the five elements of empathy that can help leaders develop this essential skill. The first element is dismantling judgment, which involves recognizing and overcoming biases and preconceived notions. Rob encourages self-awareness and practicing curiosity to understand where judgments originate. He suggests keeping a judgment journal to become more aware of biases and stereotypes.

The second element is asking good questions. Leaders should employ open-ended, exploratory questions to gain deeper insights into people's perspectives and feelings. Rob advises reframing questions using "who, what, where, when, and how" instead of "why," as "why" can put people on the defensive.

Next, the podcast explores the importance of active listening. Active listening involves giving someone undivided attention, understanding both the spoken and unspoken aspects of communication. Leaders should pay attention to body language and context to comprehend the complete message being conveyed.

The fourth element is integrating into understanding. Rob clarifies that empathy does not require sacrificing one's own perspective but rather making room for others' viewpoints. He shares an exercise called the ice cream exercise, where individuals find common ground by discussing their favorite ice cream flavors.

Lastly, Rob emphasizes the significance of empathy in leadership, enhancing employee loyalty, a sense of belonging, and fostering innovation. Leaders can incorporate empathy into their decision-making process as a valuable data point that strengthens their leadership skills.

Overall, the episode highlights the importance of empathy in leadership and provides practical steps for developing this essential skill. By dismantling judgment, asking good questions, engaging in active listening, integrating into understanding, and applying empathy effectively, leaders can create a more empathetic and effective work environment.

The Lazy CEO Podcast welcomes Jim Schleckser, the host and founder of the CEO Project, and his guest, John Wilson, who runs the CEO Global Network in Toronto. Both have been coaching CEOs for many years and decided to have a candid chat about their experiences. CEO Global Network, like the CEO Project, brings CEOs together in peer groups to learn from each other and help each other succeed.

During the conversation, they discuss the top challenges CEOs face. John highlights that the most common issue is related to people and talent. CEOs often regret hiring or promoting the wrong person, and they struggle with decisions on investing in capital and technology like AI.

The hosts also share the three questions they ask CEOs during the interview process to determine if they are a good fit for their respective networks. The questions revolve around identifying a past decision the CEO would change, the most critical upcoming decisions, and the number one thing the CEO needs to improve on as a leader.

They stress the importance of transparency and vulnerability in establishing a high-trust environment within their peer groups. Both agree that as leaders, they need to be willing to show vulnerability and lead by example. They also use certain techniques, like playing games such as "two truths and a lie" during initial meetings, to create a genuine connection and build trust among the members of the peer group.

In this episode of The Lazy CEO Podcast, host Jim Schleckser discusses the process of publishing a book and its potential benefits. He shares his own experience as an author of two bestsellers on Amazon and provides insights into the various publishing models available.

Jim emphasizes that publishing a book is a personal achievement and can serve as a calling card for businesses. It establishes credibility and can be used as a tool to attract clients or speaking engagements. While the financial gains from publishing a book are typically limited, the indirect benefits can be substantial.

He explains three different publishing models: traditional publishing, hybrid publishing, and self-publishing. Traditional publishing involves selling intellectual property to a publisher, while hybrid publishing requires authors to pay for publishing services. Self-publishing gives authors full control over their work and allows them to retain intellectual property rights.

Jim breaks down the steps involved in publishing a book, starting with writing the manuscript. He discusses the importance of finding a ghostwriter who can capture the author's voice and work closely with them. He advises hiring editors for bulk editing, fine editing, and proofreading to ensure the book's quality. Jim also highlights the significance of cover design and title selection, as they play a crucial role in attracting readers.

Throughout the episode, Jim emphasizes the importance of investing time and effort into the publishing process and recommends seeking assistance from book wranglers or coaches who can help navigate the complexities of publishing.

Overall, the episode provides valuable insights and guidance for individuals considering publishing a book, emphasizing the non-monetary benefits and the different publishing options available to them.

In this episode of The Lazy CEO Podcast, host Jim Schleckser, founder of the CEO project, discusses common mistakes made by leaders and managers. With nearly 20 years of experience working with CEOs and running companies himself, Jim has encountered various patterns of errors throughout his career. He emphasizes that although individuals may believe they are making unique mistakes, there are often common pitfalls that many leaders fall into.

Jim proceeds to share the top 10 mistakes, along with a bonus 11th mistake, that he has observed. While his focus is primarily on CEOs, he acknowledges that these mistakes can also apply to managers overseeing smaller groups or departments. He assures listeners that he will maintain confidentiality by anonymizing the stories he shares, as some may be embarrassing for those involved. However, he encourages listeners to reflect on their mistakes and see if any resonate with their own experiences.

The first mistake Jim addresses is the failure to delegate. He acknowledges that delegation can be challenging and requires a high level of trust. Context is crucial in determining when and how to delegate tasks. High-risk situations or low-experienced teams may require caution, whereas low-risk and reversible tasks should be delegated whenever possible. Jim emphasizes the transformative effects of effective delegation on reducing stress, workload, and the ability to develop others.

Overall, this podcast episode aims to shed light on common mistakes made by leaders and managers, providing valuable insights for improving decision-making and performance in the workplace.

In this episode of The Lazy CEO Podcast, host Jim Schleckser discusses the importance of deal terms in business transactions. He introduces the concept of "your price, my terms," emphasizing that the terms of a deal can outweigh the price in determining its quality. Jim compares two theoretical deals to illustrate this point: a $20 million deal paid over 10 years with potential deductions versus a $16 million cash deal with no backside risk. He highlights the significance of closure risk, timing, level of due diligence, time value of money, escrows, and representation and warranties in deal negotiations.

Jim also discusses the impact of the buyer's fit and treatment of employees, as well as the distinction between asset sales and stock sales. He explains that the choice between the two can have significant tax implications and advises listeners to consult with their advisors to determine the most favorable option.

Throughout the episode, Jim shares personal experiences and insights from his involvement in various deals. He concludes by emphasizing the importance of paying close attention to deal terms and seeking expert advice to ensure a successful transaction.

In this episode of the Lazy CEO Podcast, host Jim Schleckser interviews Trent Gardner, a member of the CEO Project and part of a family-owned business called GJ Gardner Homes. They discuss the dynamics of family-owned businesses, including succession and emotional issues that are unique to such enterprises. Trent provides insights into the evolution of GJ Gardner Homes, which started as a small operation in 1983 and grew into a franchise business with over 150 franchises operating internationally.

Trent explains that the business was passed down from his grandfather, who also worked in the construction industry, to his father, who started GJ Gardner Homes with his mother. Trent and his younger brother are both involved in the business, with Trent primarily focusing on operations in the United States. He highlights the challenges and opportunities of running a family-owned business, emphasizing the importance of surrounding oneself with capable and smart individuals who complement one's own skills.

They also discuss how GJ Gardner Homes differentiate itself in the market by making the homebuilding process fun and engaging for customers. Trent explains their customer-centric approach, which involves open communication, collaboration, and ensuring a positive experience throughout the entire construction process. They have implemented processes like pausing construction to get customer sign-off at key stages, providing transparency, and instilling confidence in the customers.

The conversation touches on the topic of succession planning and future leadership in the company. Trent expresses his commitment to leading the business for the next 30 years but acknowledges that circumstances may change, and he remains open to adjustments in the future. He emphasizes the importance of attracting and retaining talent in a family-owned business, noting that growth and opportunity within the company are key incentives for employees, even if they may not have a direct path to the CEO position.

Trent also mentions the family's commitment to maintaining the business as a family-owned entity, with no intention of selling to private equity or pursuing a liquidity event. He emphasizes the significance of the family legacy and the desire to continue building the brand's reputation and success.

The interview concludes with a discussion about the challenges of family relationships in business and the need to make rational decisions while considering family dynamics. Trent mentions the importance of addressing nepotism and ensuring that family members earn their positions based on merit and competence. He highlights the need for professionalism and accountability within the family business.

Overall, the podcast episode provides insights into the journey and dynamics of a successful family-owned business, offering lessons and perspectives on leadership, succession planning, and maintaining a positive customer experience.

In this episode of the Lazy CEO Podcast, host Jim Schleckser discusses the importance of measurement and different measurement methodologies. He introduces KPIs (Key Performance Indicators) as backward-looking measurements that inform how the business has performed in the past. Financial metrics are highlighted as an example of backward-looking measurements that provide a scorecard view of the business's financial performance.

Jim explains the concept of the balanced scorecard, which incorporates financial, internal, customer, learning and growth metrics. He emphasizes the interconnectedness of these metrics and their alignment with the organization's strategy. The balanced scorecard provides a comprehensive view of the business's performance and helps identify areas for improvement.

Another measurement approach discussed is the strategy map, which takes the balance scorecard one step further by linking strategic goals to specific objectives and key results. Strategy maps create visibility and accountability within the organization, ensuring that everyone understands how their efforts contribute to the overall strategy.

Jim also introduces OKRs (Objectives and Key Results), a popular measurement system used in Silicon Valley. OKRs focus on short-term objectives and measurable results, typically within a quarter. They involve collaborative negotiation and a shared leadership model, encouraging commitment and accountability within teams.

The episode emphasizes the importance of having a measurement system in place, regardless of the specific methodology used. Jim encourages organizations to start implementing a measurement system and iterate over time to refine and improve it. The goal is to have observable metrics that provide a clear indication of the business's performance and alignment with strategic objectives.

In this episode of the Lazy CEO Podcast, host Jim Schleckser, founder of the CEO Project, discusses talent management within organizations. He starts by highlighting the importance of focusing not only on individual talent but also on how the executive team should engage with talent at a broader level. Jim explains the concept of A's, B's, and C's to assess individual performance. A's consistently overperforms, provides innovative ideas, and drives the organization forward. B performs as required and meets expectations, while C's consistently underperforms and fails to meet the standard.

Jim acknowledges the reluctance to rate individuals as C players due to the negative energy and conflict involved. He emphasizes the need for accurate assessment and avoiding a central tendency problem where everyone is rated above average. He shares examples of government employee evaluations that showed 82% of employees rated as above average, highlighting the issue with inflated ratings.

The podcast delves into the consequences of the central tendency problem, particularly during challenging times or raising discussions. It becomes crucial to identify C players for potential exit during a recessionary environment. Additionally, Jim discusses the challenges of giving equal raises to all employees, which can demotivate high performers and lead them to seek opportunities elsewhere.

To address these issues, Jim introduces several tools for talent management within the executive team. The first tool is stack ranking and normalization, where individual ratings are transparently discussed and analyzed collectively. This helps identify and address any disparities in ratings and promotes fair and appropriate compensation distribution.

The podcast also introduces an annual evaluation one-pager, focusing on leadership competencies and the "Five E's" (Energy, Execution, Excitement, and Edge). This one-pager allows for a comprehensive assessment of individual strengths and weaknesses and helps determine the development plan for each employee.

Succession planning is another crucial aspect discussed in the podcast. Jim suggests creating an org chart indicating individuals' current positions and rating their promotability and readiness to move up in the organization. This exercise helps identify potential successors and highlights the need to develop talent at all levels.

Jim emphasizes that talent is owned by the organization and not individual managers, discouraging shielding behaviors that hinder talent development. He encourages executive teams to engage in open discussions and assessments to ensure organizational capacity building and avoid stagnation.

Overall, this episode of the Lazy CEO Podcast provides practical insights and tools for executive teams to effectively manage and develop talent within their organizations, fostering growth and success.

In this episode of The Lazy CEO Podcast, host Jim Schleckser discusses the concept of executive gravitas. He explains executive gravitas is about exuding confidence, trust, and credibility professionally. It goes beyond just the content of what you say and encompasses how you present yourself.

Jim highlights the importance of having confidence in oneself and belonging in the role or position. He suggests that poor reference groups often undermine confidence, and one should focus on their accomplishments and merits.

The podcast also delves into gravitas's verbal, vocal, visual, and physical aspects. Verbal skills, including clean and positive language, eliminating verbal crutches, and using effective idioms, play a significant role. Vocal factors, such as tone, pace, and pauses, contribute to the impact of one's communication.

In terms of visual elements, being well-groomed, dressing appropriately in neutral and powerful colors, and paying attention to personal hygiene are emphasized. Physical aspects cover the importance of a firm handshake, appropriate proximity to others, and understanding power positions in different settings.

Lastly, Jim discusses the role of energy and emotional control in projecting gravitas. Effective leaders can calm others and maintain composure in stressful situations. Striking the right balance between managing stress and motivating the team is crucial.

The podcast provides insights and practical tips for developing executive gravitas, enabling individuals to make a strong impression and establish credibility in professional environments.