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HBO and The Ringer's Bill Simmons hosts the most downloaded sports podcast of all time, with a rotating crew of celebrities, athletes, and media staples, as well as mainstays like Cousin Sal, Joe House, and a slew of other friends and family members who always happen to be suspiciously available.
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In this Thanksgiving solo episode, Gary breaks down one of the most fundamental concepts in the culinary world — mise en place (“everything in its place”) — and shows how it offers a powerful operating principle for customer experience, client success, and leadership.
Using stories from busy kitchens, real-world onboarding challenges, and decades of experience working with complex institutional clients, Gary explores why:
- preparation is a key to CX strategy
- inconsistency comes from lack of readiness
- teams are overwhelmed because processes are underprepared
- customers can feel your chaos even if they never see it
Whether you’re a CX leader, a founder, a client-facing professional, or simply trying to bring more order to the chaos in your work, this episode gives you a practical and memorable framework.
🍽️ What You’ll Learn
• Why mise en place is a key CX discipline
How a restaurant’s prep work translates directly to onboarding, handoffs, and client communication.
• The real causes of inconsistent customer experience
It’s (almost) never talent. It’s almost always preparation.
• Why great CX is built before the customer ever shows up
Preparation reduces chaos, risk, and escalations as it multiplies trust.
🔗 Connect with Gary
LinkedIn: https://www.linkedin.com/in/garymarra
Podcast on Spotify: https://open.spotify.com/show/7pTZksMmQPwZJSeryfK5Xm
35 episodes
