Great leadership isn’t about having all the answers.
It’s about listening, creating clarity, and helping people discover their potential.
In this season finale of Bank Shot, Chad Hoffman sits down with Michelle Roberts, President and CEO of Goodwill Industries serving Marion, Delaware, Union, Crawford, and Morrow counties. While many people know Goodwill for its retail stores, Michelle shares a much bigger story—one centered on workforce development, coaching, innovation, and building lives that work.
Why this episode matters
You’ll hear:
- How leaders can gather meaningful employee input without involving everyone in every decision
- Why accountability is a gift to employees, not just a management tool
- How coaching, mentoring, and clear expectations help people succeed
- Why creating space for innovation requires removing the fear of failure
- How technology and digital skills are becoming essential workforce development tools
Listening beyond the boardroom
One of the most practical leadership lessons Michelle shares is how Goodwill incorporates employee voices into organizational planning.
While every employee isn’t sitting at the strategic planning table, their feedback still shapes the discussion. Through surveys, town halls, and monthly “Table Talk with Michelle” lunches, employees are given regular opportunities to share what’s working, what’s challenging, and how leaders can better support them.
The result is a culture where employees feel heard and leaders make decisions based on real feedback rather than assumptions.
Accountability creates clarity
Michelle’s favorite Richwood Bank value is No Excuses, not because it’s about being harsh, but because it’s about accountability.
Goodwill has invested heavily in creating clear job descriptions, critical performance factors, coaching, and training so employees understand exactly what’s expected of them.
Chad connects this approach to Patrick Lencioni’s concept of “im-measurement”—the frustration employees feel when they don’t know whether they’re succeeding or falling behind.
As Michelle points out, most people don’t come to work intending to do a bad job. They want to contribute. When expectations are clear and support is available, employees gain confidence, engagement, and purpose.
Innovation starts with psychological safety
Another standout moment in the episode centers on innovation.
Several years ago, Michelle and her leadership team intentionally built a “margin for error” into Goodwill’s guiding principles. The reason was simple: employees were afraid to bring forward ideas because they feared failure.
By openly acknowledging that not every idea will work perfectly, they created an environment where innovation could thrive.
It’s a reminder that organizations don’t become innovative by demanding creativity. They become innovative when leaders create enough trust for people to try new things.
Building people, not just positions
Throughout the conversation, Michelle repeatedly returns to one core belief: everyone has value.
That’s why Goodwill refers to its retail locations internally as “retail training centers” and why managers are viewed as coaches. The goal isn’t simply to fill positions. It’s to help people develop skills, gain confidence, and prepare for future opportunities.
Whether someone stays for six months or twenty years, the focus remains the same—help them grow.
Preparing people for a changing future
The episode also explores a challenge facing every organization: technology.
Michelle shares a striking statistic that approximately 65% of today’s kindergarteners will eventually work in jobs that don’t yet exist.
That’s why Goodwill is investing in digital skills training, workforce technology, and innovative tools that help individuals navigate an increasingly digital world. For many people, something as simple as using a smartphone, scheduling an appointment online, or accessing community resources can become a barrier to opportunity.
Helping people build those skills today prepares them for the workforce of tomorrow.
A conversation for leaders in any organization
Whether you lead a nonprofit, a small business, a department, or a large organization, Episode 8 offers practical ideas you can apply immediately.
From accountability and coaching to innovation and employee engagement, Michelle Roberts provides a thoughtful perspective on leadership that puts people first while still driving results.
Listen to Episode 8 of Bank Shot anywhere you get your podcasts and discover why great leaders focus on building lives—not just organizations.
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