Michel is an accomplished advisor on customer experience and employee engagement, with clients including McDonald’s and Verizon Wireless. He currently owns and operates Baro, a $10M/year restaurant with over a hundred members in the team. In this episode, we talked about employee engagement, leadership, as well as customer experience…
Show Notes
- How Michel’s career jumped from a call center agent to a consultant to big brands. [02:17]
- Michel talks about the factors that contributed to his growth. [03:56]
- How content marketing put Michel on the radar of the companies he’s worked with. [04:30]
- The three essentials in recruiting employees who care about your customers. [07:36]
- A killer interview question to help you screen for the most customer-centric employees. [09:02]
- Why Michel recommends internal recruiting for finding top performers. [11:45]
- Michel’s most memorable failure and his most important takeaway. [15:30]
- On managing non-performers: Michel’s best advice for entrepreneurs. [17:17]
- How to get your best employees to attract top performers to your company. [19:33]
- Michel walks us through Baro’s employee engagement strategy. [23:23]
- Two unique questions that Michel asks applicants during the interview process. [23:55]
- Michel talks about his view on letting employees go. [30:28]
- The six-step process for assessing a person’s professionalism. [32:30]
- How Michel’s company helps top performers move up the corporate ladder. [35:08]
- Michel’s take on businesses built on processes. [38:33]
- Why customer experience is your greatest form of marketing. [41:39]
- The specific methods Michel implements to motivate his employees to do great work. [47:07]
- The value in delivering micro customer experiences. [48:06]
- The top three books on Michel’s list. [51:11]
- Michel’s one piece of advice to home service businesses. [53:42]
- Michel talks about sales and the customer experience. [56:23]
- Examples of gamification for the sales team. [59:54]
Resources And People Mentioned
- Start With Why by Simon Sinek
- Ego is the Enemy by Ryan Holiday
- Shoe Dog: A Memoir by the Creator of Nike by Phil Knight
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