Dealing with Customer Complaints, ROWE, and an Interview with Jay Shepherd


Jason Blumer and Greg Kyte are back for the sixth episode of the THRIVEcast! Greg starts off by helping business owners see the upside of customer complaints. Listen to Greg tell you why complaints are good for your business and hear a few examples of his own. Jason explains what a ROWE is and a little of what it isn’t. Jason tells his team, “I trust you. I don’t care what you do.” At least as long as they get results. Jason and Greg interview Jay Shepherd about his new book, Firing at Will. Hear Jay’s opinions on hourly billing, hiring, firing, performance appraisals, and more. The book is highly recommended by Jason and Greg as a management handbook for every business owner.

Mentioned in the THRIVEcast:

Firing at Will by Jay Shepherd
HBR podcast Social Media’s Untapped Power
Firm of the Future by Ron Baker
Texas Roadhouse
Joey Brannon
Cali Ressler
Jody Thomspon
Best Buy
Culture RX
6 myths about ROWE
HBR podcast Fire All the managers
Jody Padar
Ted Davidson of Spardata
Gruntled Employees
The Client Revolution

Produced by:

Shane McMullin of Ninth Hour Productions

About our guest: Jay Shepherd

Jay Shepherd is a writer and speaker focused on fixing workplaces so that individuals are free to do their best work. He is the author of Firing at Will: A Manager’s Guide, which is an unlawyerly handbook for management’s riskiest HR decision.

Jay Shepherd

Writer & Speaker

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