Small Business Answer Man podcast with Gary Wilbers - Episode 284 featuring Joey Coleman - Never Lose An Employee Again

Ep: 284 Joey Coleman

In Podcast, Podcast, Podcasts by admin

Never Lose an Employee Again

Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he shares his First 100 Days® methodology for improving customer and employee retention with organizations around the world (e.g., Whirlpool, Volkswagen Australia, and Zappos). His Wall Street Journal #2 best-selling book Never Lose a Customer Again shows how to turn any sale into a lifelong customer and his upcoming book, Never Lose an Employee Again, details a framework companies around the world can use to reduce turnover and increase employee engagement.

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What problem do you solve? 

Business owners are struggling with people. They are struggling to hire and engage and keep their employees. Joey will talk about people and a process to help your business think more strategically about their people.

Show Notes:

  • Joey wrote his book, Never Lose An Employee Again, specifically with small business owners in mind.
  • Joey wrote his second book because he realized that you cannot offer a good customer experience with out having a good employee experience.
  • His research was done during Covid and post-Covid and reflects some of the shifts in employee experience.
  • Small business owners are some of the most resilient people in the world and Joey would like to encourage them that they can handle this and can adapt.
  • We need to recognize that the expectation of our employees has changed. We need to recognize that the landscape has changed. Then we need to say “What do we do now?”

8 distinct phases of the employee journey.

  • Assess – A prospective employee is trying to determine if they want to work at a company.
  • Accept – The company extends a job offer and the employee accepts it.
  • Affirm – There can be a phase of new hire remorse. The employee starts to wonder if they made the right decision. This is the point where the company needs to affirm to the new hire that they made the right decision. If there is a gap between acceptance and Activate phase, the company should continue to engage the new employee.
  • Activate – This is the first day on the job. Create an amazing experience. Give them something to talk about when they get home.
  • Acclimate – Starts on day 2 and runs for weeks or months.
  • Accomplish – This is when they have their first milestone or achievement on the job. How are we gonna celebrate this?
  • Adopt – This when they become loyal to us. They are not looking for jobs elsewhere.
  • Advocate – When they are here they are singing our praises and become recruiters for us.

  • We have to be careful because once they are in the door, we may take them for granted. If we do this, we will never get them to the Adopt or Advocate stage.
  • Most business stall out between the Activate and Accomplish stage. We need to think strategically about how people learn so that we can help get them to the Accomplish stage.
  • It may help to think about teaching instead of training.
    • People learn visually.
    • They learn auditorily
    • They also learn kinesthetically
  • It is important to teach every step and action a new employee with make. If you don’t have time to teach your people, they won’t be able to deliver what you need them to deliver.
  • Process is your friend. Process is repeatable, process is scalable, process allows you to to have more time for spontaneous situations.
  • The first 100 days are critical to make or break the employee experience.

Joey Coleman’s Best Small Business Tip:

If you want your employees to care about your business as much as you do, you should care about your employees as much as you care about your business.

Connect with Joey Coleman:


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