"Nice Business!" Podcast

Richard Train
  • 5.0 (1)
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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. 

  1. Two Silent Questions That Determine Every Call — Before Anyone Talks About Price

    1D AGO

    Two Silent Questions That Determine Every Call — Before Anyone Talks About Price

    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

    15 min
  2. The Business Call Nobody's Ready For

    6D AGO

    The Business Call Nobody's Ready For

    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

    17 min
  3. The 24 Hours That Can Change a Company - Crisis Management for Business Leaders

    FEB 23

    The 24 Hours That Can Change a Company - Crisis Management for Business Leaders

    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/@JenniferRiceMediaLinkedIn: 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

    39 min
  4. Reputation: How Will You Be Remembered? with Jim Furbush

    FEB 16

    Reputation: How Will You Be Remembered? with Jim Furbush

    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.comLinkedIn: 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

    42 min
  5. Creativity VS Efficiency, the Art of Business Success, with Art Markman

    FEB 2

    Creativity VS Efficiency, the Art of Business Success, with Art Markman

    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/abmarkmanLinkedIn: 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

    41 min
  6. The Invisible Engine Behind Great Companies, with guest Liz Jenkins

    JAN 19

    The Invisible Engine Behind Great Companies, with guest Liz Jenkins

    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/afreshspaceIG: 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

    47 min
  7. Understanding and Overcoming Imposter Syndrome, with Jennie Loev

    JAN 12

    Understanding and Overcoming Imposter Syndrome, with Jennie Loev

    In this episode of the "Nice Business!" Podcast™, hosts Richard Train and Jim Bob Howard sit down with Jennie Loev, Founder of JLoev Consulting, for a real conversation about imposter syndrome, confidence, and the messy reality of professional growth. Jennie sheds light on how even accomplished leaders quietly wrestle with self-doubt, why stretching into new roles creates tension, and how acknowledging those feelings can be the first step toward greater competence. Topics Covered: 00:00 – Episode Snippet  00:48 – Welcome to the Nice Business Podcast 01:30 – Introducing our guest, executive coach Jennie Loev 03:08 – What is imposter syndrome? 05:10 – Imposter syndrome can drive motivation 06:52 – Understanding the root of imposter thoughts 08:09 – Normalize and acknowledge 10:39 – Building confidence through learning 20:05 – Do what only you can do 22:13 –  How to know when you’ve “overcome” imposter syndrome 23:50 – Celebrate wins to build confidence 28:11 – Unchecked imposter syndrome can cause burnout 29:02 – Shift focus from failures to wins 31:24 – People thrive when valued and trusted 32:30 – Poor reviews can discourage high performers 35:29 – Good feedback inspires growth 37:00 – Intentional leadership builds confidence 39:10 – Connect with Jennie Loev About 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 withJennie 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/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

    40 min
  8. Creating and Sustaining a Real Work-Life Balance, with The Real Jason Duncan

    JAN 6

    Creating and Sustaining a Real Work-Life Balance, with The Real Jason Duncan

    In this episode of the "Nice Business!" Podcast™, hosts Richard Train and Jim Bob Howard sit down with Jason Duncan, founder of the Exiter Club and author of Exit Without Exiting, for an honest conversation about leadership, burnout, and what it really takes to build a business that does not consume your life. Jason challenges the idea that strong leadership requires fear or control and unpacks the critical difference between being nice and being kind. From holding boundaries and accountability to letting go of the “hero syndrome,” this episode explores why many entrepreneurs stay stuck in the weeds and how shifting from owner operator to owner investor can create both freedom and sustainable growth. Topics Covered: 00:00 – Episode Snippet  01:15 – Welcoming our guest, The Real Jason Duncan 02:22 – Jason Duncan’s journey and the mission of the Exiter Club 03:56 – What “exit” really means for business owners 04:55 – The hidden cost of earn-outs and traditional exits 08:49 – Working in, on, and above the business 26:35 – Being nice doesn’t mean weakness 29:27 – Honest feedback vs. people-pleasing 34:36 – Being kind to yourself as a leader 36:15 – Connect with The Real Jason Duncan About Our Guest: Jason Duncan, known as The Real Jason Duncan, is America’s Exit Coach and the creator of the XOS™ Method, a proven framework that helps entrepreneurs build owner-independent businesses. He is the founder of The Exiter Club, a mastermind for seven-figure business owners who want their companies to run without constant involvement. A TEDx speaker, bestselling author of Exit Without Exiting, and host of The Root of All Success podcast, Jason draws from his own experience of building a million-dollar company that depended heavily on him. Today, he helps entrepreneurs replace burnout with systems, increase business value, and reclaim their time without selling or walking away from what they built. Connect with Jason Duncan: Web: https://www.therealjasonduncan.com/IG: https://www.instagram.com/therealjasonduncan/YT: https://www.youtube.com/channel/UCFHruC2UNG2jiLXHiOJxd7wLinkedIn: https://www.linkedin.com/in/therealjasonduncan/Spotify: https://open.spotify.com/show/3SsJoe5OXyErysuGmdtJnq?si=1502e61891f74f1c&nd=1&dlsi=eada0bfba69743a5Connect 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

    37 min
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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. 

Information

  • Creator
    Richard Train
  • Years Active
    2025 - 2026
  • Episodes
    19
  • Rating
    Explicit
  • Copyright
    © 2026 "Nice Business!" Podcast
  • Show Website
    "Nice Business!" Podcast