In this S2.E12 episode of the (un)conversations podcast, I sit down with Krystal Zell, Executive Vice President and Chief Customer Officer at Floor & Decor. Our (un)conversation wasn’t just a career retrospective; it was a masterclass in the “(un)learning” required to survive and thrive at the highest levels of global business.
From her unconventional rise at The Home Depot to serving as the CEO of Tonal during a $130M turnaround, Krystal shares the leadership lessons she had to “(un)learn” to sustain a long-term career at the highest levels.
The “One-Way Door” of Leadership
One of the most striking parts of our conversation is Krystal’s breakdown of decision-making framework. Most leaders treat every choice like a life-or-death situation, but Krystal argues that true mastery lies in knowing the difference between a “one-way door” (irreversible) and a “two-way door” (reversible).
In this episode, we dive into:
The $130M Turnaround: The raw reality of leading a venture-backed startup through a brutal post-pandemic market shift.
The “Dense Fog” of Burnout: How to recognize when you are too depleted to see the “clearing” ahead.
The Power of the Sabbatical: Why Krystal walked away at the peak of her career at age 47 to reset for her next 20 years.
(Un)expected Joys: The surprising fulfillment Krystal found teaching AP Economics to high school seniors during her year off.
Timestamps for the Deep Dive:
00:01:31 Meet Krystal Zell: From Floor & Decor to the Tonal CEO seat.
00:03:00 The (UN)word Effect: Using Gemini AI to define a leadership identity.
00:19:24 (Un)assuming: Why staying grounded is a superpower in the C-Suite.
00:37:59 Navigating a $130M strategic turnaround.
00:54:30 Identifying “Executive Burnout” before it’s too late.
01:00:03 Why every high-performer needs a career sabbatical.
01:11:48 Ask Dr. Alison: Krystal Zell flips the script on the host.
Meet Krystal Zell: Krystal is the EVP & Chief Customer Officer at Floor & Decor and the former CEO of Tonal. With an MBA from Harvard and a background at Bain & Company, her career spans leadership roles at Saks Fifth Avenue and The Home Depot.
Connect with Krystal Zell: LinkedIn
Meet Your Host: Dr. Alison Schmidt I advise senior leaders and founders navigating the unseen dynamics of leadership. My work centers on the human side of the C-Suite—the part that doesn’t come with a playbook.
Work with us: Unconvention Website
Connect with Dr. Alison Schmidt: LinkedIn
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Leave a comment below: Which of Krystal’s three (un)words—(un)deterred, (un)assuming, or (un)expected—best describes your current season of leadership?
