Adam Outland

And so I challenge myself and all of us to look at our respective businesses and figure out ways that we can build community around them, because it's going to become more and more scarce of a commodity.

And wherever it's scarce, there's a business proposition, but there's also a lot of value to be added.

Ways we can parlay that into tightening those communities of in-person interaction, because there's going to be a real joy for that.

And I think there's just a lot of ways we can leverage in-person community to help build our companies.

Yeah.

So, you know, we have a client experience department that actually we built in surveys to our clients.

We're upgrading those surveys.

It's led us to realize that we have an entire client journey.

And there's a breakage point at like month six where it's like kind of the.

not calling it the valley of despair is a little extreme, but like, that's where they're like at their lowest emotional point in the journey.

And then they're back up again and they have a great time at 12 months.

Well, so we're trying to figure out like using that information and that feedback mechanism from our surveys, from direct conversations, human to human with our coaches to figure out, okay, what can we do in that, that middle ground of our coaching relationship to elevate that, that part of the journey instead of letting it sit.

So I think the surveys we have that we've created that go direct to clients, I think the touch points with coaches is a mechanism.

We set up just a general idea box where coaches that notice problems can filter in a proposal.

We made it not super complex, but complex enough that it was like it had to be an idea worth sharing for them to go through the process.

But those are just a handful of ways that I think we deal with inputs.

Welcome to The Action Catalyst. Today's guest is Michael Chad Hepner, the founder and CEO of GK Training, a firm dedicated to giving individuals, companies, and organizations... the communication skills to reach their highest goals in work and life.

Welcome to The Action Catalyst. Today's guest is Michael Chad Hepner, the founder and CEO of GK Training, a firm dedicated to giving individuals, companies, and organizations... the communication skills to reach their highest goals in work and life.

He's a coach, a professor, and a curriculum designer at Columbia Business School, as well as the author of the new book, Don't Say Um, How to Communicate Effectively to Live a Better Life. Michael, thank you so much for making the time. I was really looking forward to this conversation for many reasons, one of which is that both my parents were opera singers.

He's a coach, a professor, and a curriculum designer at Columbia Business School, as well as the author of the new book, Don't Say Um, How to Communicate Effectively to Live a Better Life. Michael, thank you so much for making the time. I was really looking forward to this conversation for many reasons, one of which is that both my parents were opera singers.