Join host Matt Williams on the Pest Empire Builder podcast as he talks with Rob Grier, COO of Rove Pest Control and co-author of Empathy and Understanding in Business with FBI hostage negotiator Chris Voss. Rob shares his journey growing Rove from a single branch to a five-state operation with 75 technicians and over 15,000 customers. He dives into the power of empathy in business, recounting how curiosity and key questioning turned around a struggling employee by aligning on shared values. Rob also discusses the importance of simplifying complex problems, building trust through vulnerability, and letting go as a leader to empower teams. From his ultra-marathon experiences to coaching high school cross country, Rob’s insights on leadership and resilience will inspire business owners to foster stronger cultures and solve problems effectively.
Key Takeaways
→ Empathy in Action: Use curiosity and questioning to uncover shared values and turn around team conflicts.
→ Simplify Problems: Peel back layers of complexity to focus on core issues, whether with staff or customers.
→ Letting Go: Delegating to capable leaders reduces micromanagement and drives organizational efficiency.
→ Vulnerability Builds Trust: Exposing yourself to risk fosters trust, improving teamwork and customer service.
→ Vision and Culture: Leaders must communicate a clear vision to align teams across all business functions.
"Simplify the noise to find the heart of the problem; then solve it with empathy."
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