Ep: 045 Joey Coleman

Joey ColemanJoey Coleman helps companies keep their customers. An award-winning speaker, he works with organizations around the world ranging from small startups to major brands such as Deloitte, Hyatt Hotels, Zappos, and Whirlpool. His First 100 Days® methodology fuels the remarkable experiences his clients deliver and dramatically improves their profits. His Wall Street Journal #2 best selling book, Never Lose a Customer Again, offers strategies and tactics for turning one-time purchasers into lifelong customers. When not speaking to audiences around the globe, Joey enjoys spending time with his amazing wife and two young sons in the mountains of Colorado.


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Show Notes:

  • Joey uses The Five Minute Journal every morning and evening which has helped have success in his life.
    • The first question asks what you’re thankful for, and he says that starting from a place of gratitude each morning has really leveled his emotions.
  • Many businesses are very good at getting customers, but they aren’t as good at keeping customers.
  • 20-70% of new customers decide to stop doing business with a company before the 100 day mark.
  • It is important to have a mindset that you can take care of customers after the sale.
    • Having them buy from you isn’t finishing, it’s the starting line.
    • How much time, effort, and energy are you using on sales and then how much time, effort, and energy are you using after that.
    • Meet your customers where they’re at.
  • Customer service and customer experience are different things.
    • Customer service is reactive.
    • On the other hand, customer experience is proactive.
      • How to make the customer feel good all the time.
  • If you don’t prioritize your customers, someone else will.
  • Joey has an 8 Phase program for helping create a better customer experience.
    • Phase 1 – Assess
      • The business must assess if someone wants to do business with them.
    • Phase 2 – Admit
      • This is Day 1. The prospect thinks that you can help them with their problem.
    • Phase 3 – Affirm
      • The customer’s brain tells them to regret the decision they made. You have to affirm that they made the right decision.
    • Phase 4 – Activate
      • The first major reaction. Where the rubber meets the road.
    • Phase 5 – Acclimate
      • Help the customer get familiar with your way of doing business. Hold their hand.
    • Phase 6 – Accomplish
      • The customer achieves the goal that they had when they originally did business with you.
      • You will never have long-term raving fan customers if you can’t help them with this.
    • Phase 7 – Adopt
      • The customer becomes loyal to you and only you.
    • Phase 8 – Advocate
      • The customer becomes a raving fan.
  • If you can keep just 5% of customers that would increase profits 25-100%.
  • Joey wrote his book as a guidebook. It’s a blueprint for what to do.
    • His website has a free starter kit that walks you through all 8 phases.
  • Start writing a thank you note everyday.
  • If someone came into your business and fired you only to rehire you the next day telling you to make the business better now, what are the three things you need to do to improve the customer experience?
  • There are three kinds of speakers.
    • Speakers who make you feel differently.
    • Speakers who make you feel differently.
    • And, Speakers who make you act differently.

Joey Coleman’s Recharge Round

  1. Share with us how you believe your mindset affects your life? Mindset affects everything 150%. It’s the number 1 indicator of if you’ll be able to achieve things. We love the story of the underdog.
  2. What do you do daily to bring Energy into your life? Give yourself permission to recharge. It’s important to take time to just be. You don’t have to constantly be doing. Also, get some sleep.
  3. Share the number one connection that has made the biggest impact on your life? Personally, his wife who has supported him and helped him grow. Professionally, Jason Gaignard who has supported him and encouraged him through his career.
  4. What advice has Influenced you the most in your life? “If we knew the power of our words, we wouldn’t speak.”
  5. Recommend a book and share why you love it? The Five Minute Journal: A Happier You in 5 Minutes a Day by Intelligent Change
  6. Define in one sentence or less, what legacy you want to leave on the world? I want to make people act differently. He made us think differently, he made us feel differently, and he made us act differently.




Never Lose a Customer Again

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