A business can answer every question correctly, move calls quickly, and still lose the customer without ever realizing why.

In this episode of the “Nice Business!” Podcast™, hosts Richard Train and Jim Bob Howard unpack what’s really happening on the other end of a customer call and why most businesses are measuring the wrong things. While many teams focus on speed, efficiency, and call resolution, this conversation reveals how those metrics can quietly undermine trust and drive customers away.

Drawing from real-world experience, they break down how even “successful” calls can fail when they become transactional. From rushed responses to distracted tone, small moments can signal to a caller that they don’t matter. The conversation also highlights why frustrated callers are often easier to help, and why the calm, polite ones may already be quietly deciding against you.

This episode challenges business owners, leaders, and customer-facing teams to rethink how they define success on a call. It is a clear reminder that accuracy alone is not enough, listening is a skill that must be developed, and that the way a customer feels in a conversation will always matter more than how quickly it ends.

Topics Covered:

00:00 – Episode snippet

00:19 – Welcome to the “Nice Business!” Podcast™

00:50 – Understanding why customers call

02:33 – Two unspoken customer questions

03:22 – Why correct answers can still fail

05:33 – You can fix facts, not feelings

06:01 – Responding to frustration with empathy

07:22 – The challenge of “polite but undecided” callers

08:36 – Simple rapport signals value and trust

10:24 – Why call metrics can be misleading

11:09 – Closing

About Your Hosts:

Richard Train is a Leadership Coach, Culture Consultant, and the Creator of the “Nice Business!” PodcastTM. He has spent more than 30 years helping leaders uncover the real issues behind performance, often the hidden “drama problems” that do not always show up in the numbers.

Connect with Richard Train:

• Web: https://www.richardltrainconsulting.biz
• FB: https://www.facebook.com/profile.php?id=61578616461967
• LinkedIn: https://www.linkedin.com/in/richard-train-b39501349

Jim Bob Howard is a speaker, author, connector, and collaboration expert specializing in SharePoint, Teams, OneDrive, and Microsoft 365. He helps teams and organizations communicate clearly, collaborate effectively, and connect ideas to solve real business challenges. From teaching basic tech skills to leading global events, speaking to large audiences, and coaching teams, Jim Bob is passionate about using technology to bring people and ideas together.

Connect with Jim Bob Howard:

• Web: https://www.jimbobhoward.com
• X: https://x.com/jbhoward
• IG: https://www.instagram.com/jbhoward
• YT: https://www.youtube.com/user/jimbobhoward
• LinkedIn: https://www.linkedin.com/in/jbhoward

Great customer service is not built on memorized scripts. It is built on structure, consistency, and the ability to genuinely listen.

In this episode of the “Nice Business!” Podcast™, hosts Richard Train and Jim Bob Howard unpack why so many customer service fixes fail, even when businesses invest in scripts, workshops, and training programs. While these solutions may create short-term improvements, most teams eventually fall back into the same inconsistent patterns because the real issue is not motivation or personality. It is the lack of a clear structure.

Through practical examples and real-world insight, Richard explains why scripts often create robotic conversations instead of meaningful ones. Customers can hear when someone is simply reciting lines, and the moment a conversation shifts off script, confidence often disappears. The problem is not that employees do not care. They are simply being asked to improvise without a reliable framework.

This episode also introduces the five-part structure behind successful customer calls: the opening, discovery, reassurance, assumed close, and professional wrap. Together, these steps help create conversations that feel human, helpful, and repeatable without sounding rehearsed.

At its core, this conversation is a reminder that great customer experiences should not depend on finding the “perfect” employee. With the right structure, businesses can create consistency, build trust, and make customers feel truly taken care of.

Topics Covered:

00:00 – Episode Snippet

00:26 – Welcome to the Nice Business Podcast

01:25 – Why scripts fail real conversations

03:17 – Scripts turn employees into performers

05:20 – The “lottery” of inconsistent customer experiences

07:50 – What a real call structure looks like

08:16 – The five parts of a successful call

12:02 – Improvisation is not a strategy

13:15 – Why leadership owns the problem

About Your Hosts:

Richard Train is a Leadership Coach, Culture Consultant, and the Creator of the “Nice Business!” PodcastTM. He has spent more than 30 years helping leaders uncover the real issues behind performance, often the hidden “drama problems” that do not always show up in the numbers.

Connect with Richard Train:

• Web: https://www.richardltrainconsulting.biz
• FB: https://www.facebook.com/profile.php?id=61578616461967
• LinkedIn: https://www.linkedin.com/in/richard-train-b39501349

Jim Bob Howard is a speaker, author, connector, and collaboration expert specializing in SharePoint, Teams, OneDrive, and Microsoft 365. He helps teams and organizations communicate clearly, collaborate effectively, and connect ideas to solve real business challenges. From teaching basic tech skills to leading global events, speaking to large audiences, and coaching teams, Jim Bob is passionate about using technology to bring people and ideas together.

Connect with Jim Bob Howard:

• Web: https://www.jimbobhoward.com
• X: https://x.com/jbhoward
• IG: https://www.instagram.com/jbhoward
• YT: https://www.youtube.com/user/jimbobhoward
• LinkedIn: https://www.linkedin.com/in/jbhoward

In this episode of the “Nice Business!” Podcast™, hosts Richard Train and Jim Bob Howard unpack the psychology behind every customer call and why most businesses are missing the point. While companies often focus on answering questions quickly and efficiently, callers are silently asking something deeper: Do I matter? and Will this be easy?

Through practical examples and a simple role-play, this conversation highlights how listening, not scripting, is the real driver of trust. You’ll hear why even polite, accurate answers can still fall short, and how a small shift toward curiosity and discovery can transform the entire customer experience.

The episode also explores a growing challenge in today’s business landscape. Fewer trained people are handling more important calls. With customer service roles being stretched thin, the solution is not better personalities. It is better structure. When teams are equipped with a clear, repeatable way to listen, guide, and respond, they can create meaningful interactions without relying on rigid scripts.

At its core, this conversation is a reminder that people make decisions emotionally and justify them logically. When customers feel heard, valued, and guided on what to do next, everything else becomes easier.

If businesses want to stand out, it starts with one simple shift: stop just answering questions and start understanding the person asking them.

Topics Covered:

00:00 – Episode Snippet

00:34 – Welcome to the Nice Business Podcast

01:54 – The invisible sign: “Make me feel important”

02:25 – The second silent question: “Will this be easy?”

07:02 – Listening as the foundation of trust

08:08 – The reality of shrinking customer service roles

09:19 – The gap in training for real conversations

10:06 – Why personality is not enough

11:25 – Answering without discovery

12:32 – What a successful call actually feels like

13:10 – Guiding the caller instead of just informing

14:15 – Why common fixes fail

About Your Hosts:

Richard Train is a Leadership Coach, Culture Consultant, and the Creator of the “Nice Business!” PodcastTM. He has spent more than 30 years helping leaders uncover the real issues behind performance, often the hidden “drama problems” that do not always show up in the numbers.

Connect with Richard Train:

• Web: https://www.richardltrainconsulting.biz
• FB: https://www.facebook.com/profile.php?id=61578616461967
• LinkedIn: https://www.linkedin.com/in/richard-train-b39501349

Jim Bob Howard is a speaker, author, connector, and collaboration expert specializing in SharePoint, Teams, OneDrive, and Microsoft 365. He helps teams and organizations communicate clearly, collaborate effectively, and connect ideas to solve real business challenges. From teaching basic tech skills to leading global events, speaking to large audiences, and coaching teams, Jim Bob is passionate about using technology to bring people and ideas together.

Connect with Jim Bob Howard:

• Web: https://www.jimbobhoward.com
• X: https://x.com/jbhoward
• IG: https://www.instagram.com/jbhoward
• YT: https://www.youtube.com/user/jimbobhoward
• LinkedIn: https://www.linkedin.com/in/jbhoward

Most businesses still treat phone calls as a routine step in customer service. In reality, they’ve become one of the most decisive moments in the entire customer journey.

In this episode of the “Nice Business!” Podcast™, hosts Richard Train and Jim Bob Howard explore how business phone calls have changed in an era shaped by AI, automation, and self-service research. While call volumes are declining across small to mid-sized businesses, the importance of each call has increased significantly as customers now arrive more informed and closer to making a decision.

The conversation highlights three key shifts: fewer calls, higher stakes, and a changing expectation of who is answering. Richard and Jim Bob discuss how AI now handles triage, FAQs, and transactions, leaving human agents with the most complex and high-pressure interactions while they often juggle multiple responsibilities.

They also challenge the continued use of rigid scripts, showing how they fall short in real conversations where customers are not seeking information but certainty and solutions. Instead of helping, scripts often limit genuine connection and problem-solving.

This episode is a reminder for leaders that the modern phone call is no longer the start of a journey but often the final step in a decision. How businesses prepare for that moment can determine whether trust is built or lost.

Topics Covered:

00:00 – Episode Snippet

00:24 – Welcome to the Nice Business Podcast

01:09 – Why calls still matter more than ever

02:48 – AI now handles most triage and FAQs

03:38 – Why customers still need a real person

05:14 – Callers are closer to making decisions

06:50 – Calls as a test for trust and certainty

08:16 – From starting a process to finishing one

09:21 – Pressure on under-resourced staff

11:45 – Why scripted responses fail real conversations

15:07 – Three big shifts reshaping customer calls

15:55 – Next episode preview: The psychology of the modern caller

About Your Hosts:

Richard Train is a Leadership Coach, Culture Consultant, and the Creator of the “Nice Business!” PodcastTM. He has spent more than 30 years helping leaders uncover the real issues behind performance, often the hidden “drama problems” that do not always show up in the numbers.

Connect with Richard Train:

• Web: https://www.richardltrainconsulting.biz
• FB: https://www.facebook.com/profile.php?id=61578616461967
• LinkedIn: https://www.linkedin.com/in/richard-train-b39501349

Jim Bob Howard is a speaker, author, connector, and collaboration expert specializing in SharePoint, Teams, OneDrive, and Microsoft 365. He helps teams and organizations communicate clearly, collaborate effectively, and connect ideas to solve real business challenges. From teaching basic tech skills to leading global events, speaking to large audiences, and coaching teams, Jim Bob is passionate about using technology to bring people and ideas together.

Connect with Jim Bob Howard:

• Web: https://www.jimbobhoward.com
• X: https://x.com/jbhoward
• IG: https://www.instagram.com/jbhoward
• YT: https://www.youtube.com/user/jimbobhoward
• LinkedIn: https://www.linkedin.com/in/jbhoward

A strong business can take years to build, but one unexpected moment, one public mistake, or one fast-moving rumor can put everything at risk.

In this episode of the “Nice Business!” Podcast™, hosts Richard Train and Jim Bob Howard sit down with crisis management PR specialist Jennifer Rice, co-founder of JNR Communications, to talk about the moments every business hopes never come and why preparing for them is one of the most important leadership responsibilities. From social media firestorms and damaging reviews to workplace incidents and public controversies, Jennifer explains how quickly a situation can escalate and how easily silence, delay, or the wrong response can make things worse.

This episode challenges business owners, executives, and leaders to stop assuming “it won’t happen here” and start building the systems they will need when it does. It is a powerful reminder that trust is not protected by luck, but by preparation, and that the way a company responds in its hardest moments often defines how it will be remembered long after the crisis has passed.

Topics Covered:

00:00 – Episode Snippet

01:08 – Introducing our guest, Jennifer Rice

02:03 – Who is Jennifer Rice?

03:03 – Real workplace disruptions that can turn into crises

06:29 – Why online reputation matters

08:34 – Step 1: Identifying your top five business risks

09:48 – The importance of social media monitoring tools

12:01 – Key parts of a crisis plan

21:29 – How to craft an honest statement without oversharing

23:25 – Why you must speak first or others will tell your story

26:34 – The three biggest mistakes brands make in a crisis

30:00 – Protecting your people

31:46 – Updating your crisis plan

32:16 – Different industries, different crisis risks

34:13 – What not to do in a crisis

35:11 – Why bad responses destroy credibility

36:22 – How to contact Jennifer for crisis support

38:05 – “Clarity is kindness” in leadership

About Our Guest:
Jennifer Rice is a crisis management PR specialist and co-founder of JNR Communications with over 30 years of experience helping brands earn meaningful media coverage. What sets Jennifer apart is her relationship-first approach. She focuses on building long-term relationships with journalists and believes earned media should support real business goals, not just look good on paper.

Connect with Jennifer Rice:

• Web: https://jnrcommunications.com/
• YT: https://www.youtube.com/@JenniferRiceMedia
• LinkedIn: https://www.linkedin.com/in/jennifer-rice/

Connect with Richard Train:

• Web: https://www.richardltrainconsulting.biz
• FB: https://www.facebook.com/profile.php?id=61578616461967
• LinkedIn: https://www.linkedin.com/in/richard-train-b39501349

Connect with Jim Bob Howard:

• Web: https://www.jimbobhoward.com
• X: https://x.com/jbhoward
• IG: https://www.instagram.com/jbhoward
• YT: https://www.youtube.com/user/jimbobhoward
• LinkedIn: https://www.linkedin.com/in/jbhoward

In this episode of the “Nice Business!” Podcast™, hosts Richard Train and Jim Bob Howard welcome Jim Furbish, Owner of Get It Together Assembly and Installation, for a wide-ranging conversation about reputation, integrity, and what it really means to do business the right way. Drawing from a career that includes work with major corporations, nonprofit leadership, and hands-on entrepreneurship, Jim shares how his journey across industries shaped his belief that doing the right thing will build a reputation that you can look back on feeling good about yourself.

This episode invites leaders, managers, and business owners to think beyond numbers and outcomes and consider the legacy they are building through their choices. It challenges the idea that success is only about growth and profit, and reframes it around trust, service, and the kind of name people remember long after the job is done.

Topics Covered:

00:00 – Episode Snippet

01:07 – Introducing our guest, Jim Furbush

03:43 – Leaving success to realign with values

10:09 – “I’d rather sleep well than eat well”

15:28 – The danger of slowly compromising your values

17:37 – Why service and trust matter more than money

20:46 – How strong reputations are built in communities

22:58 – The cost of cutthroat success cultures

27:28 – People remember character more than money

29:03 – Toxic environments change behavior

35:00 – It’s not what you sell, it’s how and why you do it

36:19 – Why people choose trust over cheaper options

38:14 – Seeing the person behind the problem

41:28 – Final reflections and closing thoughts

About Our Guest:
Jim Furbush is a business owner and seasoned professional with a Bachelor of Science in Agriculture and Life Science, Business, and Economics from Cornell University. With a career that spans multiple industries and leadership roles, he brings a broad, real-world perspective on how businesses are built, led, and sustained.

As the owner of Get It Together Assembly and Installation, Jim focuses on service, trust, and reliability, translating principles of integrity into everyday business practices. Known for his practical wisdom and people-first approach, he offers a grounded view of how reputation, ethics, and consistent decision-making shape long-term success.

Connect with Jim Furbush:

• Web: https://clay.earth/profile/jim-furbush
• FB: https://www.facebook.com/people/Get-It-Together-Assembly-Installation/100065403672611/
• Email: jimfurbush@icloud.com
• LinkedIn: https://www.linkedin.com/in/tegrityjimfurbush/

Connect with Richard Train:

• Web: https://www.richardltrainconsulting.biz
• FB: https://www.facebook.com/profile.php?id=61578616461967
• LinkedIn: https://www.linkedin.com/in/richard-train-b39501349

Connect with Jim Bob Howard:

• Web: https://www.jimbobhoward.com
• X: https://x.com/jbhoward
• IG: https://www.instagram.com/jbhoward
• YT: https://www.youtube.com/user/jimbobhoward
• LinkedIn: https://www.linkedin.com/in/jbhoward

Innovation sounds good in theory, but most organizations are quietly structured to prevent it.

In this episode of the “Nice Business!” PodcastTM, hosts Richard Train and Jim Bob Howard welcome Art Markman, a leading cognitive psychologist whose work focuses on how people think, learn, and create together inside organizations. Drawing from decades of research, teaching, and advisory experience across business, education, and innovation, Art brings a grounded, science-backed perspective to the challenges leaders face every day.

This episode invites leaders to rethink what progress actually looks like and challenges the assumption that speed, optimization, and constant output always lead to growth. It offers a fresh way to view innovation as a strategic decision that begins with allowing thinking, experimentation, and a little discomfort.

Topics Covered:

00:00 – Episode Snippet

00:59 – Introducing our guest, Art Markman

02:54 – The hidden conflict between efficiency and innovation

04:17 – Company size, innovation, and unused capacity

07:58 – The value of learning without immediate justification

08:01 – Why innovative employees often look inefficient

11:26 – Separating routine work from innovative work

14:45 – Applying innovation principles in small businesses

16:05 – Creating focused innovation roles on small teams

22:33 – Investing in people

24:01 – Why traditional brainstorming fails

27:07 – Mistake recovery is a leadership skill

32:02 – A structured alternative to brainstorming

34:24 – Profit is not the only number that matters

36:07 – Art’s current work in higher education innovation

39:16 – Where to connect with Art Markman

About Our Guest:
Art Markman is the Annabel Irion Worsham Centennial Professor of Psychology and Marketing at the University of Texas at Austin and a recognized expert on how people think, decide, and work together. He founded the Program in the Human Dimensions of Organizations and has served as Executive Director of the IC2 Institute.Known for translating cognitive science into practical insight, Art focuses on decision making, creativity, and innovation, helping leaders better understand how human behavior shapes organizational success.

Connect with Art Markman:

• Web: http://www.smartthinkingbook.com/
• FB: https://www.facebook.com/ArtMarkmanPhD/#
• X: https://x.com/abmarkman
• LinkedIn: https://www.linkedin.com/in/art-markman-93aa6a22/

Connect with Richard Train:

• Web: https://www.richardltrainconsulting.biz
• FB: https://www.facebook.com/profile.php?id=61578616461967
• LinkedIn: https://www.linkedin.com/in/richard-train-b39501349

Connect with Jim Bob Howard:

• Web: https://www.jimbobhoward.com
• X: https://x.com/jbhoward
• IG: https://www.instagram.com/jbhoward
• YT: https://www.youtube.com/user/jimbobhoward
• LinkedIn: https://www.linkedin.com/in/jbhoward

Systems help businesses run smoother while giving people clarity, confidence, and the ability to do their best work.

In this episode of the "Nice Business!" Podcast™, hosts Richard Train and Jim Bob Howard sit down with Liz Jenkins, Founder of A Fresh Space, for a practical and insightful conversation about why systems and processes matter more than most leaders realize. Liz shares how her company grew from a solo operation to a 30-person team by documenting knowledge, reducing clutter, and creating procedures that support both employees and clients.

Topics Covered:

00:00 – Episode Snippet

00:56 – Introducing our guest, Liz Jenkins of A Fresh Space

02:09 – How clutter affects productivity and mental load

06:19 – Systems are built through trial, feedback, and revision

07:58 – Tools must match how your team works

11:35 – Capturing details through procedures

14:50 – Documenting administrative tasks for continuity

16:33 – Procedures capture institutional knowledge

19:19 – Learning the “why” through doing the process

23:21 – Delegation lets leaders do the work only they can do

27:09 – Help people operate in their zone of genius

34:27 – Clients notice when every detail is handled

37:25 – Every business benefits from documented procedures

38:57 – Improvement requires data, not just feelings

41:13 – “Did we do what we said we would do?”

42:59 – Capturing client preferences for better execution

44:30 – Systems define what, how, and when

45:57 – Where to connect with Liz Jenkins

About Our Guest:
Liz Jenkins is a Certified Professional Organizer and the owner of A Fresh Space, widely recognized as a leader in the professional organizing industry. She serves as a NAPO National Committee Chair, is a founding member of NAPO Nashville, and is a sought-after national speaker. Liz regularly contributes to major media outlets, magazines, and blogs, sharing her expertise on topics including space and time management, move management, unpacking, decluttering, working with families, and the business of professional organizing.

Known for her clear, practical approach, Liz is passionate about helping people reduce clutter, streamline their environments, and create systems that support productivity and peace of mind.

Connect with Liz Jenkins:

• Web: https://www.afreshspace.com/media/
• FB: https://www.facebook.com/afreshspace
• IG: https://www.instagram.com/afreshspace/
• LinkedIn: https://www.linkedin.com/company/a-fresh-space/

Connect with Richard Train:

• Web: https://www.richardltrainconsulting.biz
• FB: https://www.facebook.com/profile.php?id=61578616461967
• LinkedIn: https://www.linkedin.com/in/richard-train-b39501349

Connect with Jim Bob Howard:

• Web: https://www.jimbobhoward.com
• X: https://x.com/jbhoward
• IG: https://www.instagram.com/jbhoward
• YT: https://www.youtube.com/user/jimbobhoward
• LinkedIn: https://www.linkedin.com/in/jbhoward