From catching his newborn daughter to sharing an unforgettable story about how a high-end restaurant owner flew a Birkin bag to Paris for restoration, Jay takes us through a whirlwind of emotions, insights, and reflections. It’s about more than customer service—it’s about ethos, intention, and culture.

They also dive into lessons from hospitality leaders like Jeff Mastro (Ocean 48, Steak 48), the philosophy behind “unreasonable hospitality,” and how radical ownership and doing the right thing—regardless of ROI—can make a brand unforgettable.

Whether you're a founder, parent, or just someone who gives a damn, this episode will make you laugh, reflect, and rethink what excellence really looks like.

📍 Key Moments:

- Jay’s emotional journey into fatherhood

- What “hospitality in hospitality” really means

- The Birkin bag story that defines customer obsession

- 3 reasons companies go above and beyond (and most don’t)

How to build brand loyalty through unforgettable gestures

Connect With Us:

📩 Business Inquiries and Questions: whocares@clientgiant.com

🖇️ Website: https://www.clientgiant.com/

📸 Instagram: https://www.instagram.com/theclientgiant/

📘 Facebook: https://www.facebook.com/theclientgiant

💼 LinkedIn: https://www.linkedin.com/company/clientgiant/

In this episode, Jeff and Jay dive into the real ROI of employee appreciation — and it goes way beyond annual raises or nap pods. From absurd healthcare bureaucracy (yes, faxes in 2025) to the power of genuinely human-first workplaces, this episode exposes what most businesses get very wrong about culture, onboarding, and retention.

We also talk about green card upgrades (not that kind), passing sommelier exams under Orwellian surveillance, and how truly caring for people — clients or team — always pays off.

🧠 Topics covered:

Why appreciation is NOT recognition

Toxic job stories and the cost of poor leadership

Real onboarding horror stories and how to fix them

Turning cold client leads into lifelong friendships

Why fax machines should be illegal

🎯 If you're a business owner, leader, or anyone building a team — this is your playbook for doing it with care and success.

Connect With Us:

📩 Business Inquiries and Questions: whocares@clientgiant.com

🖇️ Website: https://www.clientgiant.com/

📸 Instagram: https://www.instagram.com/theclientgiant/

📘 Facebook: https://www.facebook.com/theclientgiant

💼 LinkedIn: https://www.linkedin.com/company/clientgiant/

In this episode of The Who Cares? Podcast, Jeff Jackel and Jay O’Brien explore the subtle yet powerful force that saps our energy and attention every day: the sheer number of trivial decisions we make. From picking out clothes in the morning to sorting through email spam, they reveal how these “micro-decisions” stack up and silently wreck your focus.

🎯 What You’ll Learn:

What decision fatigue actually is (yes, it’s a real, science-backed phenomenon)

How simplifying your routines can lead to massive productivity gains

Why Jeff laid out his clothes like a schoolkid—and how it actually helped

The surprising energy cost of long-winded conversations (sorry, Mom)

How to create systems that protect your time and attention

Why eliminating noise is more powerful than "working harder"

What it really means to work smarter, not harder

This episode is a mix of hilarious side tangents (including junk mail rage, back injuries from laundry, and a dig at turtlenecks) and actionable takeaways to help you reclaim your mental bandwidth.

If you're a business leader, entrepreneur, or just someone trying to do more with less energy—this one’s for you.

🔁 Referenced in this episode:

Die With Zero by Bill Perkins

Getting Things Done by David Allen

Steve Jobs, Mark Zuckerberg, and the minimalist clothing philosophy

The myth of multitasking & the truth about deep focus

Why we should all strive to “return to the left margin” in conversations 😂

🔔 Subscribe for new episodes every week, where we blend business wisdom with a dose of real, relatable life.

Connect With Us:

📩 Business Inquiries and Questions: whocares@clientgiant.com

🖇️ Website: https://www.clientgiant.com/

📸 Instagram: https://www.instagram.com/theclientgiant/

📘 Facebook: https://www.facebook.com/theclientgiant

💼 LinkedIn: https://www.linkedin.com/company/clientgiant/

Jeff and Jay share vulnerable stories, from thinking a friend died for being one minute late, to back injuries from folding laundry (yes, really), and explore the idea of a "Vacation Foundation"—because everyone deserves a break, not just the 1%.

If you're a business leader, founder, or just someone trying to keep it all together—you need to hear this.

⏱ Topics Covered:

The myth of multitasking

Why vacations aren’t a luxury, but a necessity

Real talk on burnout, routines & perspective

Guarding your time like your life depends on it

A crazy idea: what if vacations were a human right?

📘 Book Mentioned: Die With Zero by Bill Perkins

Connect With Us:

📩 Business Inquiries and Questions: whocares@clientgiant.com

🖇️ Website: https://www.clientgiant.com/

📸 Instagram: https://www.instagram.com/theclientgiant/

📘 Facebook: https://www.facebook.com/theclientgiant

💼 LinkedIn: https://www.linkedin.com/company/clientgiant/

What starts as a fun story about Jay rediscovering his long-lost hardcore band Azalea — now going viral on YouTube decades later — quickly spirals into a no-holds-barred discussion on why so many businesses are unintentionally bad at creating customer loyalty.

From restaurant mishaps to store credit-only return policies, and from logo-plastered swag to the weird world of early check-in fees, Jeff and Jay unpack real-life examples of how companies prioritize internal logic over customer empathy. Spoiler: it's hurting your brand more than you think.

This isn’t about getting the job done. It’s about being exceptional — not in the flashiest ways, but in the most human ones. Exceptional businesses ask:

Would I be thrilled to work with me?

Would I refer myself with no incentive?

Would I wear my own T-shirt if I didn’t own the company?

If you can’t say yes with full confidence, there’s your clue: it’s time for a self-audit.

What you’ll take away from this episode:

- Why being “net zero” after a mistake isn’t enough to win trust

- The problem with making returns hard — and why it drives customers away

- How a ruined steak can become your best customer experience moment

- Why forcing reviews before the service is done makes people cringe

- How “business hat” decisions often fail the “consumer hat” test

- The ROI of simply being easy to work with

- And why putting your logo on cheap swag is usually about you, not them

This is one of our most important conversations yet — especially if you’re building a business, leading a brand, or simply trying to do right by your customers.

If the experience you offer wouldn’t excite you, it probably won’t excite anyone else either.

Connect With Us: 📩 Business Inquiries and Questions: whocares@clientgiant.com

🖇️ Website: https://www.clientgiant.com/

📸 Instagram: https://www.instagram.com/theclientgiant/

📘 Facebook: https://www.facebook.com/theclientgiant

💼 LinkedIn: https://www.linkedin.com/company/clientgiant/

This episode is a self-audit on branding, customer experience, and the illusion of value many companies create with cheap swag and surface-level service. The duo unpacks what it really takes to be exceptional in business—how to create experiences so compelling, so above-and-beyond, that people become true fans of your brand. They dive into personal stories, razor-sharp metaphors, hilarious jabs, and even a little emo nostalgia (looking at you, Champagne Boulevard 🎸).

Expect rants on bad mugs, shout-outs to brands doing it right like Chewy and America’s Tire, a celebration of Jay's son's 6th birthday, and an unexpected lesson from punk band days.

If you're a founder, service provider, or creative trying to build a business people genuinely care about—this one’s for you.

What You’ll Learn:

- Why most swag is just expensive trash

- How to create moments that stick in your customer’s memory

- The importance of self-reflection and brand truth

- Real examples of businesses that go above and beyond

- Why “good enough” is the most dangerous standard

🎉 Plus: shout-outs to Jay’s son Wilder on his birthday, a deep dive into Champagne Boulevard’s hit “Balloons,” and the one thing a barbershop did that made Jeff a lifelong customer.

Connect With Us: 📩 Business Inquiries and Questions: whocares@clientgiant.com 🖇️ Website: https://www.clientgiant.com/ 📸 Instagram: https://www.instagram.com/theclientgiant/ 📘 Facebook: https://www.facebook.com/theclientgiant 💼 LinkedIn: https://www.linkedin.com/company/clientgiant/