Joey Coleman is the founder and Chief Experience Composer of Design Symphony – a customer and employee experience branding firm that assists corporations, non-profits, and small businesses in creating breathtaking interactions for the people they serve. He is also an award-winning speaker at both national and international conferences and is the author of the Wall Street Journal bestseller “Never Lose a Customer Again” and the recently released “Never Lose an Employee Again.”

In this episode, we talked about employee retention & appreciation, customer experiences, engagement strategies…

Show notes

  • Introducing Joey Coleman. [1:18]
  • Adapting sustained engagement for employee retention strategies. [3:35]
  • How to recruit smarter and effectively retain employees. [8:07]
  • The importance of practice and training in various industries. [11:36]
  • Understanding professional and personal goals for retention. [16:56]
  • Employee motivation and financial management. [19:38]
  • Managing finances and emotions within teams. [25:39]
  • The eight phases of an employee’s journey. [30:27]
  • Positive onboarding experiences for new hires. [34:10]
  • The common pitfalls of promoting employees without proper training or support. [38:16]
  • The “Hire Slow, Fire Fast” philosophy. [40:35]
  • Building relationships and connections within teams. [45:04]
  • How to increase engagement in the workplace. [50:11]
  • Personalized gifts and their impact on employees. [53:58]
  • The effect of personalized videos on employee appreciation and advocacy. [56:54]
  • Why you should consider small gestures and handwritten notes. [1:07:27]
  • The six tools to create remarkable experiences for home service customers. [1:10:30]
  • How to respond to negative reviews from customers. [1:14:19]
  • The psychology of buying and selling. [1:23:30]
  • What to consider when setting employee incentives. [1:25:22]
  • Four books on Joey’s reading list. [1:28:38]
  • How to get more information about Joey. [1:33:48]
  • Joey’s most important piece of advice to home service business owners. [1:35:17]

Resources And People Mentioned:


In my new book, Elevate, I share how I created the right structures and incentives to build a team of A-players, and how that helped me build a $200M Garage Door business in 19 states. Order it now and get access to 5 free amazing bonuses!