Jesse Cole: Normal Gets Normal Results | The Fans First Playbook

Normal gets normal results. What would happen if you stopped copying your industry and started creating an experience people could not stop talking about? In this Mick Unplugged re-release, Mick Hunt sits down with Jesse Cole for a practical conversation about building a fans-first business. Jesse shares how joy, memorable moments, and a willingness to try what others will not can change the way customers and employees experience your brand. The conversation goes beyond the show on the field. Jesse explains how his team looks for customer friction, why values matter most when they cost you something, and how storytelling keeps a growing organization aligned. He recounts a ticket-email mistake and the decision to make it right, even at what he describes as a $6 million cost to the company. You will also hear why failure can be treated as discovery, how gratitude helps create fans, and why great leaders keep teaching, repeating, and getting their reps in. If you lead a team, serve customers, or are building something of your own, this conversation will challenge you to stop settling for ordinary. This is a re-release of an archival conversation. References to team counts, tours, ticket demand, and projects reflect the time of recording. **The big idea** Being different is not the goal by itself. Creating an experience people remember, talk about, and want to share is the goal. Jesse Cole explains how he uses that distinction to lead, generate ideas, and build a fans-first culture.  **In this episode** \- Jesse's deeper purpose: bringing people together through joy. \- Why copying the normal practices of an industry tends to produce normal results. \- How to identify friction in everyday customer interactions, from invoices to the live experience. \- The "you wouldn't believe" test for a memorable moment. \- Why a company's values need to show up in decisions, not just on the wall. \- Jesse's account of an email mistake and a costly ticket commitment. \- How repeated stories and team recognition reinforce culture. \- Why watching customer behavior can reveal more than asking for opinions. \- The setbacks behind ambitious ideas and the discipline of continuing to improve. \- Gratitude as a daily practice for leaders, employees, and customers. \- Why great leaders teach, repeat, and practice communicating. **Put it into practice** Choose one ordinary interaction in your business. Find the friction. Write down three ways to make the experience more useful, surprising, or memorable. Then thank one person who has helped you build what you have. **Chapters** 00:00 Why this conversation is a business masterclass 00:40 Welcome to Mick Unplugged 01:39 Jesse's because: bringing people together with joy 03:38 Bring the energy and make moments matter 04:23 Why normal gets normal results 07:51 Find the friction and create memorable experiences 09:50 Making fans-first values real 10:13 The ticket mistake and the cost of doing right 13:13 Storytelling and a culture that scales 15:26 Reinvention without losing your direction 16:19 Build the best experience and watch your fans 18:53 The setbacks behind the show 21:17 Inspiration, energy, and doing hard things 22:41 Gratitude and creating fans 24:28 Great leaders teach and get their reps in 26:53 Creativity, speaking, and sharing the journey 29:36 Quick questions: yellow tuxes, big moments, and lessons 31:21 The daily creativity routine 31:51 Jesse's message about legacy 33:13 Your because is your superpower **Connect & Discover Jesse Cole:** **Instagram:** @yellowtuxjesse **LinkedIn**: @yellowtuxjesse **Facebook:** @jesse.cole.129 **TikTok:** @yellowtuxjesse **YouTube:** @yellowtuxjesse **Website:** findyouryellowtux.com **Savannah Bananas:** thesavannahbananas.com **Non-Profit:** bananasfoster.org **Books:** Fans First              Banana Ball              Find Your Yellow Tux **FOLLOW MICK ON:** **Spotify:** MickUnplugged **Instagram:** @mickunplugged  **Facebook**: @mickunplugged**YouTube:**  @MickUnpluggedPodcast  **LinkedIn:** @mickhunt  **Website**:  MickHuntOfficial.com **Website:** howtobeagoodleader.com **Website:** Leadloudseries.com **Apple**: MickUnplugged #mickunplugged #jessecole #thesavannahbananas #fansfirst #leadership