Business and Leadership Lessons from Front-line Employees and Customers
What did the 1991 movie The Super, teach about business and leadership blind spots?
The film, starring Joe Pesci, was based on the true story of Morris Gross—a landlord who racked up 400+ code violations and was sentenced to live in one of his own buildings as the superintendent.
Why does that matter for business leaders?
Because Morris was forced to become a customer and a front-line employee of his own operation—and experience the consequences of his decisions first-hand.
In this episode, I talk about what happens when leaders are insulated from the fallout of their own rules, policies, and procedures. We cover why this disconnect leads to friction, frustration, and missed opportunities—and how to fix it by stepping into the shoes of your customers and front-line team.
Full Podcast:
https://shows.acast.com/themasonduchatschekshow/episodes/when-business-policies-and-customer-needs-clash-a-leadership
Watch on YouTube:
https://youtu.be/IXMiXTmMVdY
Learn More with Workforce Alchemy:
Want to protect your career and become exponentially more valuable—no matter how fast things change?
Take the Workforce Alchemy Challenge.
It’s FREE and full of tools, tips, and training to help you thrive.
Apply here: https://www.WorkforceAlchemy.com
About This Channel:
Mason Duchatschek is a bestselling author and business strategist featured in Entrepreneur, Selling Power, and The New York Times. Through the Workforce Alchemy approach, he teaches employees and leaders how to build skills that create value, reduce turnover, and improve performance.
Whether you’re a CEO, a manager, or someone eager to grow—this channel gives you the tools to lead better and work smarter.
Subscribe for Weekly Insights:
No fluff. Just practical strategies to build better teams and better businesses.
Subscribe now: https://www.youtube.com/@WorkforceAlchemist?sub_confirmation=1
About Our Company:
Workforce Alchemy helps companies transform average results into exceptional performance using psychometric assessments, training, and people-first systems.
We help leaders:
✅ Hire smarter
✅ Reduce costly turnover
✅ Increase team performance
✅ Eliminate workplace drama
✅ Create measurable business value
Explore our tools: https://www.workforcealchemy.com
Recommended Playlists:
▶️ The Mason Duchatschek Show (Full Episodes)
https://youtube.com/playlist?list=PLaGSQcRH4ChwjjPLD9FN6r2IvuBp5PPbg
▶️ Workforce Strategy & Career Growth
https://youtube.com/playlist?list=PLaGSQcRH4ChxEhB1iyTbn7NcBO2SoaFA4
▶️ Workforce Alchemy Shorts & Reels
https://youtube.com/playlist?list=PLaGSQcRH4ChyPNetFBDdCqflzmAwJTWdL
Follow Us on Social Media
📘 Facebook: https://www.facebook.com/ReverseRiskConsulting
📸 Instagram: https://www.instagram.com/workforcealchemy/
📺 YouTube: https://www.youtube.com/@WorkforceAlchemist
🎥 Rumble: https://rumble.com/user/WorkforceAlchemy
🐦 X (Twitter): https://x.com/WorkAlchemist
What did the 1991 movie The Super, teach about business and leadership blind spots?
The film, starring Joe Pesci, was based on the true story of Morris Gross—a landlord who racked up 400+ code violations and was sentenced to live in one of his own buildings as the superintendent.
Why does that matter for business leaders?
Because Morris was forced to become a customer and a front-line employee of his own operation—and experience the consequences of his decisions first-hand.
In this episode, I talk about what happens when leaders are insulated from the fallout of their own rules, policies, and procedures. We cover why this disconnect leads to friction, frustration, and missed opportunities—and how to fix it by stepping into the shoes of your customers and front-line team.
Full Podcast:
https://shows.acast.com/themasonduchatschekshow/episodes/when-business-policies-and-customer-needs-clash-a-leadership
Watch on YouTube:
https://youtu.be/IXMiXTmMVdY
Learn More with Workforce Alchemy:
Want to protect your career and become exponentially more valuable—no matter how fast things change?
Take the Workforce Alchemy Challenge.
It’s FREE and full of tools, tips, and training to help you thrive.
Apply here: https://www.WorkforceAlchemy.com
About This Channel:
Mason Duchatschek is a bestselling author and business strategist featured in Entrepreneur, Selling Power, and The New York Times. Through the Workforce Alchemy approach, he teaches employees and leaders how to build skills that create value, reduce turnover, and improve performance.
Whether you’re a CEO, a manager, or someone eager to grow—this channel gives you the tools to lead better and work smarter.
Subscribe for Weekly Insights:
No fluff. Just practical strategies to build better teams and better businesses.
Subscribe now: https://www.youtube.com/@WorkforceAlchemist?sub_confirmation=1
About Our Company:
Workforce Alchemy helps companies transform average results into exceptional performance using psychometric assessments, training, and people-first systems.
We help leaders:
✅ Hire smarter
✅ Reduce costly turnover
✅ Increase team performance
✅ Eliminate workplace drama
✅ Create measurable business value
Explore our tools: https://www.workforcealchemy.com
Recommended Playlists:
▶️ The Mason Duchatschek Show (Full Episodes)
https://youtube.com/playlist?list=PLaGSQcRH4ChwjjPLD9FN6r2IvuBp5PPbg
▶️ Workforce Strategy & Career Growth
https://youtube.com/playlist?list=PLaGSQcRH4ChxEhB1iyTbn7NcBO2SoaFA4
▶️ Workforce Alchemy Shorts & Reels
https://youtube.com/playlist?list=PLaGSQcRH4ChyPNetFBDdCqflzmAwJTWdL
Follow Us on Social Media
📘 Facebook: https://www.facebook.com/ReverseRiskConsulting
📸 Instagram: https://www.instagram.com/workforcealchemy/
📺 YouTube: https://www.youtube.com/@WorkforceAlchemist
🎥 Rumble: https://rumble.com/user/WorkforceAlchemy
🐦 X (Twitter): https://x.com/WorkAlchemist
Category
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LifestyleTranscript
00:00The price is never too high for people that don't have to pay it.
00:03The pain is never too great for the people that don't have to feel it.
00:07And the risk is never too great for the people whose necks aren't on the line.
00:11Step one is to work some shifts on the front lines where you can experience the backlash of unhappy customers
00:16against any silly policies that you and your executive teams have created.
00:20Step two is to be a guest or customer and see what it feels like to be on the other end of what you currently think are good policies and procedures.
00:27Once you feel the pain of being a frontline employee and a customer,
00:31you'll get a real valuable education on what your company needs to fix and why it's important to do so quickly.