The Presence Lab

Send us Fan Mail It’s inevitable that you’re going to disappoint someone and be forced to apologize. In this episode you’ll learn how the world’s best companies handle customer complaints and make certain they don’t happen again. Support the show

Send us Fan Mail The day this episode posts Jason will be in Marquette, Michigan delivering the Spring Commencement Address to 1,200 students graduating at Northern Michigan University. In this podcast Jason gives us a preview of the three secrets he’ll be sharing with the final Millennials and the first Gen Z’ers. Support the show

Send us Fan Mail Way back in 1997, Jeff Bezos, Founder of Amazon, wrote a letter to his first shareholders. Contained in that letter were the beliefs he held sacred. Listen and learn how prescient the guiding principles were and how they resulted in building one of the five most valued companies in the US in a remarkably short period of time. In the episode we’ll also compare the twenty year old l...

Send us Fan Mail The video went viral and the world watched as a passenger on United Airlines was forcibly removed from his seat, beaten up badly and unceremoniously tossed off the plane. His only offense was that the airline had to get four employees to another airport. Jason, who has flown almost four million miles on the airline and knows the inner workings of the airline explains why having to...

Send us Fan Mail Howard Schultz has stepped down as CEO at Starbucks. The last time he tried to step aside everything went to hell in a hand basket. This edition will tell you why bad things happened when he left and what to be on the lookout for in his replacement and it all ties back to a single basic principle of business. Support the show

Send us Fan Mail The first members of Generation Z are about to graduate from college this year and they are completely different than their Generation X Millennial predecessors. Learn about the differences between Gen X and Gen Z in this this edition. Support the show

Send us Fan Mail Uber is the 70 billion dollar Goliath and Lyft the feisty and nimble competitor. But, Lyft has something going for it that Uber doesn’t and it could turn out to be a huge vulnerability and a great case study that might eventually prove that, “it’s not the big that eat the small – It’s the fast that eat the slow.” Here’s another MBA level course in culture. Support the show

Send us Fan Mail Back in 1958 an Englishman by the name of Cyril Parkinson published a book titled, Parkinson’s Law and The Pursuit of Progress. It was filled with wickedly humorous essays based on his time in the British Civil Service including one about how many people and how much time it took to get something done. Members of British Foreign Office set out to prove his observation and succeede...

Send us Fan Mail Every organization of more than two people has a culture. It’s either the want they to have and they work on it constantly and if they don’t have a culture one exists by default and any culture that exists by default inevitably becomes toxic. Here’s your MBA level course in culture. Support the show

Send us Fan Mail Jason recently completed an engagement with a client where he helped bring alive the purpose of the company. What they did with it is brilliant. If you want to learn one of the best ways to cascade a message through an enterprise and get everyone on the same page you’ll love this game changer. Support the show

Send us Fan Mail Is nickel and diming and constant surcharging a defensible business model. This week’s edition provides examples of what happens when the nickels and dimes start adding up and your customers vote with their feet and leave. Support the show

Send us Fan Mail Author Simon Sinek says that Millennials were dealt a bad hand and it’s the responsibility of business to accommodate them and their ‘special’ needs. In this week’s edition we talk about bad parenting, the effects of technology and wanting it now. Support the show

Send us Fan Mail This episode tells you how to never run out of great ideas using one simple thing that Jason learned while research his first landmark book, "It’s Not The Big That Eat The Small –It’s The Fast That Eat The Slow". Practice this one painless maneuver whenever you’re about to take a trip and watch the ideas flow. Support the show

Send us Fan Mail After completing a recent keynote speech in Phoenix Jason came to the conclusion it was the best managed and most outstanding conference in which he’s ever taken part. After more than 1000 keynote speeches around the world, Jason shares the six secrets for an outstanding conference. Support the show

Send us Fan Mail Sometimes leaders are required to make decisions that cause short term pain. Here’s an invaluable lesson in how to make the hard stuff fun. Support the show

Send us Fan Mail If you want to grow your business don’t resort to using the same old tired excuses routinely offered up by executives and owners of businesses that aren’t growing. This edition debunks every excuse for little or no growth and offers up a sure recipe for nonstop growth. Support the show

Send us Fan Mail Episodes of The Game Changers always rely on the research for Jason’s bestselling books and the fascinating people he meets during the course of traveling hundreds of thousands of miles each year. But, in this episode opens up and reveals a personal story he’s never shared before and the four e invaluable lessons he learned that changed his life. It’s a must listen podcast. Suppor...

Send us Fan Mail This episode will strike terror in the hearts of anyone involved in sales. Several fascinating studies have repeatedly proven the efficacy and financial benefits of constantly changing things up, shuffling portfolios and changing account lists. Learn about the fascinating research in this edition. Support the show

Send us Fan Mail At the end of 2015 Jason read about something Mark Zuckerberg, the CEO of Facebook planned on doing in the coming year. He decided that if it was good enough for Zuckerberg it was good enough for him and he made a promise to do the exact same thing. The results of his New Year’s resolution have been amazing. Not sure how it worked out for Mark Zuckerberg but it can make a huge dif...

Send us Fan Mail Out of the more than 1000 keynote speeches and teaching assignments that Jason has delivered in every state, province and nearly 100 countries he’s only found himself speechless on four occasions. Recently, after being introduced as the closing speaker for ComEd’s Key Manager’s Meeting in Chicago, he took the stage and it happened again…he looked out ta the audience and almost did...

Send us Fan Mail Jason guesses he’s stayed in more than 3,000 different hotels during his career and his favorite hotel will surprise you. Recently, while staying at that hotel, he was engaged in one of those unplanned, spur of the moment conversations with a man standing next to him in the lobby. It turns out the man is the owner of the hotel and a dozen others. During their conversation, he shar...

Send us Fan Mail Does your customer service suck? The only way to find out is by being your own customer and experiencing firsthand how you treat your customers. Here are seven steps for dramatically improving customer service. Support the show

Send us Fan Mail At least once a year Jason has lunch with Russ Colombo, President and CEO of Bank of Marin, a highly successful bank which has enjoyed remarkable growth under Russ’s stewardship. This year they decided to bring their spouses. While comparing notes they discovered both couples had been together since they were twenty, were celebrating big anniversaries this year and that’s where th...

Send us Fan Mail Many years ago, a woman named Laura, who was my assistant, walked into my office, laid down a bunch of memos and letters and said, “That letter you wrote is the worst letter I’ve ever transcribed in my life,” adding, “you should be ashamed of yourself!” And, then, she proceeded to give me a lesson I’ve never forgotten and use every day. In many ways it wasn’t only a game changer b...

Send us Fan Mail We receive a lot of mail from people asking what they can do to change or transform their company from the bottom or the middle. Many of these emails express utter frustration at feeling stuck in a company that doesn’t get it. Here are Jason’s thoughts and advice on making an impact from the bottom or the middle. Support the show