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"Nice Business!" Podcast

"Nice Business!" Podcast

By: Richard Train
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“Ruthlessly” use human kindness and decency when becoming the best business owner/manager you can be. After all, would you rather be loved or feared by your team?


Richard Train from Richard L Train Consulting, LLC talks with Jim Bob Howard about how to help business leaders uncover those pesky "drama problems" that quietly drain performance: poor communication, disengaged teams, toxic staff dynamics, or leadership gaps no one wants to touch, and how to overcome them.

© 2026 "Nice Business!" Podcast Economics Management Management & Leadership
Episodes
  • The More Digital We Get, the More Human We Need to Be

    The More Digital We Get, the More Human We Need to Be
    Oct 6 2026
    AI can save us time. But what are we actually doing with the time it saves?In this episode of the “Nice Business!” Podcast™, Richard Train and Jim Bob Howard sit down with Eric Qualman to talk about what happens when new technology meets old-fashioned human behavior. They dig into the problem of “slop grenades,” where AI makes one person’s work faster only to create more work for the next person, and why using AI well should mean less time staring at a screen and more time connecting with people.They also talk about customer service, the fear that comes with new technology, and why businesses often get distracted trying to “do AI” instead of asking a simpler question: What would make this experience better for the customer?From Disney’s decision to embrace smartphones in its parks to a turnaround CEO who simply asked her best customers why they stayed, this conversation comes back to a familiar idea: technology can remove friction, but people still have to decide what is worth doing.Topics Covered:00:00 – Episode snippet00:44 – Welcome to the “Nice Business!” Podcast™01:18 – Meet Eric Qualman03:02 – Will AI make us more productive or less human?05:14 – Use AI to create more human connection06:40 – AI and the future of customer service08:33 – Don’t fear the change, be the change10:43 – Focus on big, not busy13:00 – Use AI as a thought partner18:45 – Make customers feel important19:47 – Listen to your best customers21:54 – Start with the customer, not the technology23:25 – Keep your organization focused25:03 – The power of “One Ford”27:20 – Connect with Eric QualmanAbout Our Guest:Eric Qualman is a five-time bestselling author, keynote speaker, and professor of Digital Leadership at Northwestern University. He has spoken in more than 60 countries and reached over 60 million people through his work on leadership, technology, and digital transformation. His Sociomics work has been featured on 60 Minutes and in the Wall Street Journal, and his insights have been used by organizations including NASA and the National Guard.Eric is also a former professor with MIT and Harvard’s Executive Education programs, and his materials are used in more than 500 universities. Through his books, speaking, teaching, and work with global brands, he helps leaders understand how technology can be used to improve business while keeping people and human connection at the center.Connect with Eric Qualman:• Web: https://www.equalman.com/• LinkedIn: https://www.linkedin.com/in/ericqualman/• X: https://x.com/equalman• Instagram: https://www.instagram.com/equalman/• YouTube: https://www.youtube.com/@equalman 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
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    28 mins
  • Promoted and Unprepared: Why Great Employees Struggle as First-Time Managers

    Promoted and Unprepared: Why Great Employees Struggle as First-Time Managers
    Aug 3 2026
    Being great at your job doesn't automatically make you ready to lead others. In this episode of the “Nice Business!” Podcast™, hosts Richard Train and Jim Bob Howard are joined by executive coach Jennie Loev to explore one of the most common leadership challenges in business: promoting high performers into management without preparing them for what the role truly requires. While promotion is often treated as a reward, leadership demands an entirely different set of skills centered on people, communication, and trust.Drawing from real workplace examples, they discuss why so many new managers struggle, the four leadership traps that often derail them, and how organizations can better support leaders before and after a promotion. This episode challenges business owners and executives to rethink how they approach leadership development. It is a reminder that successful leaders are not created by promotion alone, but through intentional preparation, ongoing support, and a genuine commitment to helping people grow.Topics Covered:00:00 – Episode snippet00:32 – Welcome to the “Nice Business!” Podcast™02:17 – Who is Jennie Loev?03:35 – Leadership is a different skill06:14 – Avoid the "sink or swim" approach09:06 – How to prepare new leaders11:46 – Develop leaders before promoting them12:50 – Listen before leading15:42 – Lead with clear communication18:47 – Management is a new job, not a reward22:30 – The 4 new manager traps28:33 – Create psychological safety36:25 – Have difficult conversations early38:20 – Build a leadership framework42:50 – Delegate, don't do it all44:30 – Psychological safety enables leaders to delegate47:20 – Build a leadership bench early49:00 – The value of leadership coaching52:45 – Connect with Jennie LoevAbout Our Guest:Jennie Loev is the Founder of JLoev Consulting and a dedicated advocate for personal and professional growth. With a background that blends business strategy and psychology, she helps clients navigate challenges, clarify direction, and pursue meaningful success.Jennie holds an MBA and a BA in Psychology from the University of Texas at Austin, with professional training in Positive Intelligence, Neuroscience of Coaching, Coaches Rising programs, and Professional in Career Management through the National Society of Career Management. Through thoughtful, personalized coaching, she empowers leaders and professionals to build confidence, embrace growth, and unlock new possibilities in their careers and organizations.Connect with Jennie Loev:Web: https://jloevconsulting.com/FB: https://www.facebook.com/jloevconsulting/IG: https://www.instagram.com/jennieloev/X: https://x.com/JennieLoevYT: www.youtube.com/@jennieloev5412LinkedIn: https://www.linkedin.com/in/jennieloev/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
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    53 mins
  • This Is a Leadership Problem - The Fix Comes From the Top

    This Is a Leadership Problem - The Fix Comes From the Top
    May 18 2026

    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
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    12 mins
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