Season 2, Episode 6 – Dream Big Enough
This episode features a conversation with the founder and owner of Russell Cycling and Fitness – a 45+-year-old small business that has been named several times as a Top 100 Best Bicycle Retailer in the United States. Joe Russell will share many valuable lessons learned, including the importance of:
- Recruiting for cultural fit.
- Teaching inspiration and pride.
- Doing common things uncommonly well in customer service.
Whiteboard Notes:
Reflection Questions:
- How many of your employees truly ‘hate’ their jobs? It’s just a paycheck. What can you proactively do to help inspire them?
- What common things in customer service does your organization do uncommonly well?
- How much pride is at the center of your business today? What could be done to improve this even more?
