Empathy and Problem-Solving in Business with Rob Grier

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."