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How to Turn Satisfied Employees into Engaged Internal Customers with Don Rheem

January 10, 2023

How To Turn Satisfied Employees Into Engaged Internal Customers with Don Rheem

Many shop owners make conscious and sincere efforts to keep their internal customers happy or satisfied, yet their retention rates keep dropping. Pizza parties and scratch-offs might get employees happy, but to get engaged employees who feel appreciated and valued, managers and shop owners need to do a bit more than that.

In today’s episode, I welcome Don Rheem to explain how neuroscience and behavioral science can help shop owners and managers to create engaged internal customers, increase retention rates and productivity, and transform the workplace.

Don is an Author, Keynote and TEDx speaker, Culture Changer, and Founder and CEO of E3 Solutions. In his book, “Thrive by design,” Don analyzes internal customers’ performance from a brain-based perspective and offers tips and insights on increasing production and boosting engagement at a neurological level. Don was also a Technical Consultant to the Science, Technology, and Space Committee in the US House of Representatives and an Adviser to the Secretary of the US Department of Health and Human Services.

Throughout our conversation, Don explains the difference between having happy and engaged employees and why the latter should be every shop owner’s goal. We cover the reasons behind “the great resignation” or “the big quit” and how to avoid suffering from it by building solid teams. We also discuss how to prepare managers and team leaders to generate cohesion among their groups, the importance of measuring results, and much more.

In this episode, you will learn:

  • A bit about Don and his passion for neuroscience (3:11)
  • Why pizza and scratch-offs won’t do the trick (even though they’ll increase happiness and satisfaction) (6:57)
  • The importance of making internal customers feel valued for more than the work they produce (10:56)
  • Why are so many Americans quitting their jobs (14:36)
  • “I can’t take this anymore; guess what? I don’t” (15:13)
  • How to stop “the great resignation” at your shop (21:53)
  • You can’t manage what you don’t measure (25:05)


Jimmy Lea | Product Evangelist at KUKUI

These are what you will get from listening to Kim Hickey on Maximum Octane. Kim is not shy nor will she hide behind the safe questions. She will always dig deep asking great questions to get to the core of the issue/topic.

Insight, Information, and Engagement 

Barney Fein

Take it to the Max with Kim, her peddle to the metal energy and insight will spark your business success!

Go to the front of the pack

Amy Rookwood

Never would have thought a podcast by an auto repair shop would have such useful information for a life coach! Kim is open, unconventional and totally easy to listen to. Loved her background story and this non-auto-centered woman can’t wait to hear more!


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