The Working Genius Podcast with Patrick Lencioni

Episode 105: Enablement and Customer Service
Date: January 27, 2026
Host: Patrick Lencioni
Co-host: Cody Thompson

Episode Overview

This episode dives into how the “Enablement” Working Genius interacts with various customer service roles. Patrick and Cody explore whether certain Working Genius pairings suit specific types of customer service jobs, emphasizing that joy and fulfillment in such roles often depend on the kind of “enablement” paired with another working genius—tenacity, discernment, invention, galvanizing, or wonder. They share stories, practical advice, and examples from their own team along the way.

Key Discussion Points and Insights

1. Misconceptions about Working Genius and Job Fit

• Not every Working Genius aligns strictly with particular jobs. While enablement (“E”) is a natural fit for customer service, it is not the only factor.
• Any Working Genius can be found in various roles, even CEO, depending on the team dynamic.
• Quote:
  “Having enablement as one of your geniuses is probably a good idea if you're going to love doing customer service... because you're responding to the needs of customers.”
  —Patrick Lencioni [00:47]

2. The Pairing of Enablement—Why It Matters

• The effectiveness and fulfillment of a customer service role are deeply influenced by what the “second letter” (your other Genius) is.
• The panel explores common pairings and their strengths in customer service.

Enablement + Tenacity (ET): "The Completer"

• ETs see success as getting everything done and ensuring no customer issue goes unresolved.
• Quote:
  “The idea that they'd have even one email that goes unresponded to is probably untenable to them.”
  —Cody [06:35]
• Natural finishers, thrive in environments where clear end-goals exist.

Enablement + Discernment (DE): "The Intuitive Helper"

• DEs enjoy understanding and interpreting customers' true needs, especially when the customer isn’t sure what they need.
• Prefer depth and nuance over volume of completion.
• Example: Tracy, a near-DE, loved the triage aspect of nursing, using her intuition to help patients determine their needs. [05:35]
• Might not mind leaving some issues unresolved if it means focusing on figuring out more interesting or complicated problems.

Enablement + Invention (IE): "The Adaptable Designer"

• IEs are creative and driven to serve by inventing new solutions for customers.
• Flexible and not easily discouraged by rejected ideas, unlike those with Invention + Discernment.
• Example: Grant, their graphic designer, embodies the adaptable, feedback-friendly designer, eager to revise work to suit the team’s needs rather than be tied to his own creative pride.
• Quote:
  “His invention is informed by his enablement. His desire is to invent things that we like.”
  —Patrick [12:16]

Enablement + Galvanizing (GE): "The Enthusiastic Encourager"

• GEs thrive in roles where encouragement and uplifting customers are core, such as activities directors or personal trainers.
• Examples:
  • Karen’s daughter, coordinating social activities for seniors, using enthusiasm to encourage participation [16:15]
  • Pat’s gym trainer, who is supportive and keeps clients on track with encouragement [17:32]
• Might struggle in settings where customers want straightforward service without emotional encouragement.

Enablement + Wonder (WE): "The Reflective Supporter"

• WEs are deep thinkers, reflective, and motivated by intrinsic reward in customer-facing roles.
• May be overlooked or underappreciated if not in a supportive environment.
• Fit well into consultative, life-coach-like roles where listening, asking deep questions, and personal reflection are central.
• Quotes:
  “They're easily overlooked. We are easily overlooked. I'm not sure why…”
  —Patrick [18:53]
  “There's this sincere desire to serve the person that's across from you … skillset of like, let me make sure we’re asking some of the most important questions. Sort of a Socratic method.”
  —Cody [19:49]

3. Pitfalls and Cautions

• Beware of mistaking good performance due to being a “pleaser” for genuine satisfaction in a role.
  • Faking enablement can signal to others you enjoy the job, trapping you in a role that burns you out.
  • Quote:
    “Sometimes when you have the wound of being a pleaser, you can find yourself being pretty good at customer service, but it's not really satisfying you. And that's a dangerous thing...”
    —Patrick [00:00] & [20:52]
• Job titles (like sales or customer service) can be misleading—actual tasks and environment matter more than the label.
  • Cold-call sales may be especially poor for people with enablement, as it’s more about persuasion than serving true needs.

4. Importance of Self-Knowledge and the Right Fit

• Early career jobs may not be a perfect fit, but recognizing your true Genius helps avoid long-term frustration.
• Avoid taking jobs that go entirely against your Working Genius, even for experience—especially if anticipation already brings dread.
  • Quote:
    “I think more people could benefit from that pre-burnout. Thinking about that job burns me out, so doing that job is definitely going to burn you out because it's not in your genius.”
    —Cody [24:22]

Notable Quotes & Memorable Moments

• “An inventor enablement person would probably be like, well, let's come up with new ways we can serve these people.”
  —Cody [07:22]
• “My desire to serve the person, but also out of my desire to make sure that we finish things.”
  —Cody about ETs [06:52]
• “When I hired my first ET... I said, 'Hey, Joe, you design your job description...' He’s like, 'No, I'd like to have standards. I'd like to know what success looks like.'”
  —Patrick [08:44]
• “If you're not an E, do not try to pretend you are. You are only convincing people to put you in the wrong job.”
  —Patrick [20:52]

Timeline of Key Segments

• 00:47–02:55: Why enablement is tied to customer service but how nuance and pairings matter.
• 04:46–08:45: Deep dive into ET and DE in customer service roles, including personal anecdotes.
• 11:09–15:54: IE, invention-driven enablement in creative/iterative support roles.
• 15:54–18:53: GE, the value of encouragement and enthusiasm in service—stories of activity directors and trainers.
• 18:53–20:52: WE, wonder + enablement, overlooked but powerful in reflective, consultative support.
• 20:52–23:01: How “pleaser” tendencies can mask job misfit; Cody’s own journey away from customer service to better genius alignment.
• 23:01–24:49: Cautions about poor Genius/job fit, including door-to-door sales.

Final Takeaways

• Enablement is central to customer service, but it must be paired with the right complementary genius for satisfaction and effectiveness.
• Know your genius to avoid burnout and misfit; don’t take jobs you know intuitively are wrong for your wiring.
• Customer service roles are diverse; understanding the required nuances can help individuals and organizations put the right people in the right seats.
• Quote:
  "Enablement, it's a great genius. Use it. Know the different types of it and find the right place for you."
  —Patrick [24:49]

For more, listen to the next episode of The Working Genius Podcast!