How Joseph-Beth Booksellers’ Hires Customer Experience Rockstars and More…
Awesome Professional Development Best Practice
Awesome Best Practice
When speaking for Rentscale, the largest sales consulting and coaching company in the residential property management industry, I recently heard about a great best practice. Instead of hosting the traditional “book club,” they host a “YouTube club.” I absolutely love this. I immediately ripped off this idea and have implemented it in my own businesses. I share videos (from YouTube, TikTok, or IG) and podcasts for my teams to all consume, and we debrief on what everyone got from it.
Studies show that book readership and long-form article consumption have dramatically declined, especially among younger audiences. According to Cisco, video accounts for over 80% of global internet traffic. YouTube is the second most visited site globally, behind only Google. Podcast listenership has skyrocketed, with over 42% of Americans listening monthly, and it’s even higher among younger demographics. People can listen to audio content while driving, working out, or cooking. Video delivers immediate engagement and storytelling with faces, movement, music, and emotion. TikTok, Instagram Reels, and YouTube Shorts condition us to consume fast, visual bites of content. After a long day, watching or listening is easier than actively reading.
Find your Forks
What are the “Forks” in your business?
In the spirit of the “YouTube Club,” here is a fantastic, less than two-minute video from the popular series The Bear (Season 2, Episode 7). It is an excellent example of teaching employees why even the smallest details matter. “Every day here is the freaking Super Bowl.”
My Favorite Parenting Wisdom
Joseph-Beth Booksellers’ Obsession with Hiring Customer Experience Rockstars
While many leaders and companies whine about how the younger generations cannot provide excellent customer service, Joseph-Beth Booksellers understands that plenty of potential employees have service aptitude. You just have to find them. 
Early this year, I conducted a full-day workshop with their leadership team, and we focused on how to create a Recruitment Experience and specifically designed interview questions to gauge a candidate’s service aptitude potential. A great recruiting process accomplishes two critical things: 1) eliminates wrong-fit people and 2) makes the potential rockstars not want to work elsewhere.
The following are some examples of Joseph-Beth Booksellers’ interviewing questions:
Start Recruiting Customer eXperience Rockstars
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