The Customer Experience Podcast
The Customer Experience Podcast

Episode · 1 month ago

164. Firing Your Villains & Leading with Vulnerability w/ Heather Monahan


Ignoring an antagonistic relationship at work is one of the worst things you can do — to yourself. Working with someone in a toxic situation can hinder your potential.

You need to learn how to fire your villain.

In this episode, I interview Heather Monahan, bestselling a uthor, renowned keynote speaker, and CEO at Boss in Heels LLC, about her story of creating confidence and overcoming villains. 

Join us as we discuss:

  • How Heather came to be fired from a job where she was successful
  • What it’s like to teach sales at Harvard
  • How to fire your villains 
  • How to provide value amidst changing markets and customers
  • What it means to set expectations for customer experience

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O fire, your villain right, if you havenegative people in your space and get yourself away from them, so you can setyourself up for to bring positive people into your life. The single most important thing you cando today is to create and deliver a better experience for your customers,learn how sales marketing and customer success experts create internalalignment, achieved desired outcomes and exceed customer expectations in apersonal and human way. This is the customer experience podcast. Here'syour host Ethan, but today on the customer experience podcast werehosting someone who's built a highly successful sales career. She climbedthe corporate ladder to become the chief revenue officer at a nationalbroadcast media company before getting fired, despite doubling revenue to overtwo hundred million dollars. A few years later, she since become a bestselling author, a Tete Speaker and a Harvard Faculty member teaching,professional sales and sales leadership. She was named a top forty femalekeynote speaker by real leaders. Last year she was named the Girls Clubthought, leader of the year. Earlier this year she published her first BookConfidence Creator in two thousand and eighteen and releasing next weekNovember, nine, two thousand and twenty one is overcome. Your villains, HeatherMonahan, welcome to the customer experience podcast thanks so much forhaving the I'm so excited to be here yeah. I hope that folks found thatintroduction for people who aren't familiar with you. I hope they foundthat introduction provocative and we will get to that story that I teasedright off the top about how you made this massive transition in your career,but before we get into that I'd love to start where we always start here, whichis customer experience when I say that to you heather, what does it mean?Customer experience means a customers perception over all process andinterface with a brand from post that the company creates to a website to theprocess. If they have a problem and need to complain to someone to loving,you know packaging, it's really from the moment they are. They meet thebrand to you know whatever happened today, love it and so in your in theearlier part of your career. Before this, this latest rebirth intosomething spectacular that you probably never would have seen for yourself tenyears ago, necessarily your customers were. Advertisers is kind of a B to beplay. Who is your customer today? My God is the various work that you dolike. How do you think about that? Yeah that there isn't just one right so forme, I have to look at the different business. So if I'm looking at mykeynote speaking business, it's primarily fortune five hundredcompanies, large companies, you know- and universities and and large events,but so that's one pocket. That is one in Er face and one questioner that Ideal with. Then I have customers of my books right. Those seem to be differentcustomers than there's customers to my podcast there's customers from my classwhen I'm teaching at Harvard there's customers for my consulting business, Imean there's so many different pockets that it's a lot to keep up with yeahI'll bet it is. Do you have an organization behind you? Well, I have ateam of people that I work with, but no one that is like you know, full timewith me. Twenty four seven. I am not there yet, but we are hoping that ishappening later on this year. Awesome we're going to dive into the book in aminute, but you just did a quick drive by and I mentioned in the introduction.I would love to know more about your engagement with Harvard. I did read thestory in the book about how that came together, but talk a little bit aboutspecifically your engagement, but then also this idea, which I think is new tosome people. I've met several professors and programs that arestarting to teach sales in an academic setting like professional sales andsales leadership, so talk about either side of that like how did you getengaged? How are you engaging with students and what do you think ingeneral, at a high level about teaching sales and sales leadership in anacademic setting yeah? So I could have...

...never gotten into Harvard as a student,so I I create a lot of content on social media, specifically linkedin andI had created to post something about how to open doors up in sales orsomething around sales, and a professor from Harvard who tried a flash in salesand sales leadership sat, and he d, Mme and just said: Hey I'd, love it if youcould come teach a class, as you know, just to step in and just be a guestprofessor for a day. So I took that opportunity did it. I loved it, and Iwas really eye opening for me to see incredibly intelligent people andstudents. However, they didn't have a lot of real life experience right. So Ihave a lot of real life experience around sales and sales leadership, so Iwas able to bring a lot of value. Class, went great and then fast forward to ayear later, he came back to me and said: I'm able to bring a second professor onto teach the course was thing. Would you like to apply to do it, and so Idid, and we taught together this year, the first semester in two thousand andtwenty one, and it was great there h, it's an interesting, diverse group ofstudents, because a lot of them are out working. Some of them have taken a yearup right. It's a really interesting group of people, everyone's atdifferent places in their life, but they all value. That idea. I want tounderstand sales. I want to understand the sales process. I want to understandhow to be better at sales and potentially get into leadership role.So it's definitely a much needed course love it. And would you like justthinking about on your own sales career thinking back on? Maybe some of thepeople you hired, or maybe some of the people that you worked for before youtook such a high leadership position? Who Do you think today is right foracademic sales? I mean that, because there are a couple of schools ofthought, one of them is like a little bit more kind of hustle culture. Yougot to learn it in the streets. You got to learn it that way, obviously there'salso a viable path where this fills in some gaps and house people like who doyou think an academic setting is good for versus, go out there and learn itthe hard way. I guess everybody's different for me, I'm someone I need togo out and learn, learn things that hard, I like being a Merse and thingslike taking action. That's just my personality, I will say a lot of thestudents that I've been working with at Harvard they're, not they're, verydifferent than me right. So I think that you have to kind of have some selfawareness that am I willing to go just immerse myself in this or is that thatfeels too uncomfortable? For me, I'm probably not going to actually do it.You know I'm someone who's going to learn more in an academic situation, soI just, I think you should just be self aware, ask yourself those questions andgo with what you know makes sense for you and your schedule really goodadvice. So you mentioned one of the words that's in the sub title and it'spart of your Bak system. The book is overcome your villains, mastering yourbeliefs, actions and knowledge to conquer any adversity. Just a quicknote for listeners, I had the privilege of reading the book. It wasn't releasedat the time and in fact, if you're listening to this immediately torelease, you can preorder it now, but it's not available for release foranother week and I found it to be just as rich collection of stories organizedaround this Bak belief actions, knowledge system. It was punctuatedthroughout with practical lessons, take away summaries, very approachable, readand by the way, just to fund out the final acknowledgments you're amazing atat the end they're about hey. If you feel a particular way about not beingincluded in the acknowledge bits, I was like it's like exactly right. It's sofunny! That's an inside joke! You need to get the book. I think to get itunless you want to say something about that heather, but there's an obvious villain in thebeginning of this story. But obviously the book is not about that. That waskind of a trigger moment, for you so feel free to share that story a littlebit. I tease it in the introduction, but then speak to some of the othervillains that challenge us in our rules as business professionals yeah. So forme, I came up in the media industry started as an account executive andmade it up to chief revenue officer. I had been promoted three times. I hadjust been named, most influential women... radio in two thousand and seventeen,and then the CEO I worked for became ill and decided to replace himself withhis daughter who was my arch nemesis throughout the entire time workingthere, and so she fired me immediately, and that was really in that moment thatwoman thought she fired me. I had just fired my number one villain from mylife and what I realized is that, when you're working with someone in a toxicsituation when it's negative vibes and negativity you're blocking yourselffrom bringing positive people into your life, so that thing she thought shefired me. I actually fired her and suddenly really positive amazing peoplestarted showing up in my life, and I had this epiphany that I had beenignoring something that was actually blocking me for my potential yeah. So Imean Gosh What an interesting in weird dynamic, even in an organization thatlarge and that successful personal dynamics at that level couldcreate such weird change its do you have a like just go back into thatexperience we described or as a nemesis for for people that are maybe workingalongside someone that they don't have a constructive relationship up to thatpoint where she had the power to make this decision on your behalf, whichturned out to be a benefit or a blessing or, however, anyone wants tothink about that or what language they want to use. How did you manage thatrelationship? You know for someone, that's maybe stuck in that situationthat you were in for years before she had that ability to fire you. How didyou manage that relationship, considering it was so antagonistic? Imean it really bothered me tremendously so much so Iended up throwing out my back. I started losing my hair right. I wouldtry to ignore it, which is the wrong approach in hopes that she would goaway and just say: Oh I'm, you know I'm not getting anything back from Heather,I'm just going to move on, but in fact the opposite happened. She grewstronger in me, ignoring her and I grew weaker. I became a b rate version ofmyself. I wasn't as powerful. I didn't stand up and speak my mind as much,because I wanted her not to notice me any more. I wanted to disappear, so Ireally contributed to this really awful situation at work, and you know what Ilearned from it since. Is that never dim our light, never turn down? Who youare and hope it's going to make? Somebody else feel better. It doesn'twork that way. In fact, it works the opposite way. The more you show up is apowerful version of yourself. The more you'll inspire other people to show upas their real powerful versions of themselves. So you know how could I goback and do it differently? I certainly would not have ignored the situation. Iwould have rather had direct conversations around it and say: Let'saddress this, and you know how are we going to figure it out and move forward,because this isn't working yeah, I like so the villain at somelevel is yourself- and you know some of the other villains in there were likelack of confidence, fear perfectionism, and you know what we do. A bomb bomb ofcourse make it easy to record and send video messages and a wide variety ofchannels, and these things get in the way of that to when you're speaking, toa room of people specific to these themes, because I'm sure, like you've,been in a wide variety of rooms and audiences and videos and podcast, andall this when you're speaking specifically to people on the themes oflike building your confidence, overcoming your fear or discomfort orvulnerability or kind of setting perfectionism to the side. Because it'sjust so you know, we think we're doing the best thing for ourselves. But it'sactually so crippling. What are some words of advice. You would given an ifyou want to even speak specifically to someone who just isn't confident enoughor comfortable enough or overly perfectionistic to even appear in avideo message to one or two or three people like to hear some words ofadvice around these kind of underlying villains, yeah. So first thing thatwould say around creating confidence is number one fire your villain right. Ifyou have negative people in your space and get yourself away from them, so youcan set yourself up for to bring positive people into your life. Anotherthing, I would say is start...

...acknowledging. Who are you following onsocial media? Who are you spending time with and start writing down? You know Ijust left lunch with these. Ladies, I don't feel so good. I walked an feellike be aware of how, when you spend time and energy and exchange energywith people, how do you walk away from that? Is it benefiting you or is itharming you and, as you start to I do that through journaling and I recommendothers you can just put notes down in a calendar. Does it matter just so? Youcan go back and reflect on your day and your week and say wow. I felt terribleTuesday. That's the day. I work from home, I'm not doing well when I'misolated all day right, you'll start to understand what your different villainsare. You know I'm following these people on social media. I feel terriblewhen I see their post so start firing those situations that are hindering youand taking you backwards and start putting yourself around people andsituations and things, and sometimes it's your job. You know there's plentyof people out there, I'm an accountant, but my real passion is drawing and artand working with kids. Well, how? Maybe you can't put today, but how can westart taking baby steps to get you working more at night on on theweekends building, a business around your life passion, because the more youstart moving yourself to those things that are really innately, calling toyou, the more you start showing up as a real version of you, the more you canstart letting go of things like perfectionism that were never real tobegin with, but you were creating as controls in your life, because you werereally unhappy with different things that you were doing. Yes, that makes methink about this kind of some people feel differently about it. I think Iknow where you stand, but I feel like asking it any way for clarity. You knowsome people say you need to identify your weaknesses and really work toovercome those and like filling those deficits and kind of thing. Otherpeople are more on the other end, which is identify your strength and reallyplay to your strength, and just you know you can overcome your weaknesses,maybe by bringing in a partner or hiring to it or that kind of a thing Ifeel like you're, probably the latter, but speak to that, just as kind of acommon background theme. When we're thinking about personal andProfessional Development- Oh yeah, listen, everybody has flaws right and Ilike to rock my flaws because it allows people to relate to you and see thatyou're a real person. I always talk about. I have smelly feet and peoplethink that's the funniest thing in the world, but I know that if I'm giving akey note- and I lead with that story- people are said this lady's a real deal.I I can relate to that right. They might not have smelly feet, but they'vegot something they don't like about themselves. However, I don't spend mytime all day, long sitting around fixating on. What's not perfect aboutme or great about me. No, I spend my time saying wow, I love being on stages.How can I find ways to get myself on more stages? How can I find ways to getmyself doing the things I love to? Do I can't stand accounting in taxes. I hirean accountant right, I'm not good at those things. I don't sit around andbeat myself up about. Why can't I be more organized and be like these otherpeople? No, I go ahead and send it off to the people who are great at it andlet them taple. So I encourage people to do that, focus on the things and beproud of the things that you're great at and that you love doing and spendmore time doing those things and less time doing the things that you're notgreat at he's so interesting. The way those are intertwined. It reallyabsolutely is a perfectionist thing to imagine that we can take care of all ofour weaknesses so that we are at some level. Perfect quote from the book.Slightly separate topic is one from page O hundred o seven, not that youknow it's on page O Honroso I've written a couple, O books he's alwaysfunny when people go like really specifically do a point of the that's.That's a tough one, but but the quote is this and there's athere's a key phrase in there that I really like that I'd love for you tospeak to when pitching yourself put yourself in their shoes and be sure toadd value. Now I think we all hear add value, but this put yourself in theirshoes. I think, is a step that so many people overlook in that choice of words.What do you mean? Oh Gosh, I'll, just give an example, so I was pitchingmyself for a job that didn't exist back. This is a long time ago when I saw anopportunity in a company- and I knew you know this- they needed to createthis job. However, I thought, if I approach it from how I see it and frommy shoes it's not going to land right,... I thought about the man I waspitching and I thought to myself. Okay, he doesn't like change, he's afraid ofbeing having to work hard, he's afraid of being exposed as not working her. Ithought about all the things that mattered to him. Those things didn'tmatter to me that I could care less, that they weren't concerns of mine. But,as I wrote down all of his concerns and how he would see the potentialchallenges with it, then I was able to come up with solutions for each one. Sowhen I pitched him my concept and idea which was really out of left field- andyou know a big ass, I was able to say before you say anything I want to coversome concerns. I think you may have, and then I was able to address everysingle one of the concerns he had at the end. He said wow. This is a greatidea. It's so funny how I'm certain, when people are listening, that they'regoing to yeah. Of course, what like, why? Wouldn't we do that? But we don'twe so often wit. I just feel like we get so busy busy busy that we're likewhat do I need to say what do we need to ask for? What do I want? What do weneed, and we just like rush through all the stuff without taking that extrastep of putting yourself in their shoes putting it into their language,speaking specifically to their needs, and it just go so far. We call thathuman center communication and it's this idea of stopping being a littlebit more conscious a little bit more intentional thinking, first aboutwhat's in it for the other person and when you approach that Cliche is heckto say, but like that, that is where you create the win win or the win winwin like your whole basis. It sounds like in that story. Heather is, I knowwhat I want out of this, but what's in it for this person, let's break thatall down and and you're essentially selling them their own win, and whenyou start approaching things that way, you will get more wins. It works yeah,here's another one, it's a longer one and so just react to it. However, youprefer never rely on one revenue stream, one form of customer acquisition or onemeans of delivering your product or service, constantly challenge yourselfto innovate, how you monetize Your Business, acquire new customers andsolve problems for your client base. Change in uncertainty will be ourconstance, but we can always find our certainty within ourselves. Oh, I likethat. One G, that's why I like, like. I couldhave pulled a bunch of these quads. I promise I don't have. I don't have anymore of them, but you're at the center of it. Everything around he's going tobe changing all the time: competitions, changing markets, changing customers orchanging its love. This reminder- and I just love you to kind of expound on it.However, you wish well this the first story that POPs in my mind, is that Ihave built a very strong presence on Lington. Ninety percent of my inboundleads for my keynote speech is come from link that not from agents theycome to me direct from Lincoln Lincoln. So this is a huge value to me right.This is my number one revenue source this length en thing. Guess what Idon't own it right so, and I wasn't thinking this way. These are my ownfails and I like to share so people can learn from them, and I am learning fromto this is my number one client acquisition, location and all of asudden one day I had my account shut down. I was put in linked in jail and Ihad no idea what I did wrong. I had no idea how to get out of jail, but all ofa sudden, my business disappeared even overnight right. I can't I don't haveany more client acquisition coming in because I was gone so the panic that Iput myself through and the upset, because I needed to what I should havedone had I thought about this ahead of time, and I hope everyone listening toit thinks about this find a way to own that community, not I'm renting it fromsome from Lincoln right, so I should have been constantly working on everyday. APPUI the email addresses of every single or text phone numbers are someway that I have a personal connection, ouside of Linton to communicate withthose individuals and not rely on Lindon, and so that was a big lessonfor me that I learned last year I ended up getting out of linked in jail. Itended up that I had an assistant that was not in the same state as me,logging in and they flagged the account and said you're out. So it wassomething I didn't even know. I was doing wrong. I wasn't trying to bemalicious caused me, a massive problem,...

...and from that day I learned we can it'sjust like the corona virus right. You know, we don't want just brick andmortar stores. We know we need to have digital. I support we need to keeptrying different ways and different to access products and services and orchallenging ourselves to say what other products and services can. I createthat can add more value. Yeah speak just really quickly to the certaintywithin ourselves like what is how do we like practically? How do we anchor intoourselves so that we're firm amidst all this change, that we have somereasonable base to operate from is everything around us is kind of movingor changing or shifting like look at the end of that, which is a againreally strong statement I enjoyed it. We can always find our certainty withinourselves. You know one of the things that I do is I look back on really lowmoments. In my life, like I look back on two thousand eight two thousand andnine and leading a company through recession when we had to let go of onefourth of our staff, and I took a massive paycut. I can remember thosedays and I had a one year old son, and I remember those days saying how am Igoing to pay my mortgage? How am I going to get out of this? I figured itout right into one now when I look back to at oine. I see that as a major win,because I all I saw was darkness, so I've started and there's so many othersituations like that in my life that I can announce Rona virus is one right.So I keep looking at these really low moments as really high points for me,and I hope our listeners right now can think of it that same way right downthose challenges that you over COUNC and start to say, wait a minute. That'sproof that I can get through the next one, and just because I don't knowwhat's going to happen doesn't mean it's actually going to be bad.Sometimes it ends up being so much better than I ever expected. Why?Wouldn't this situation be the exact same way? Yeah use that wordexpectation, which is exactly where I wanted to go next, which is you know,Chapter Twenty Four. The title is the importance of setting expectations inthe context hears for a meeting for a task for other events in our life andour career, even in our work and setting expectations is a benefit toourselves and to others. I think so much disappointment, whether it'swithin ourselves or whether it's custom or disappointment or employeedisappointment, and then disengagement, is just a failure to set and manageexpectations. Well, I'd love you to just share a little bit of advicearound that because I think setting and managing customer expectations andideally exceeding them periodically as key to an exceptional customerexperience. So I'd love for you to share a little bit on how you saidexpectations for yourself and or for customers, the most important thing andany time I'm giving a key note. I have this call with a client and Ispecifically say tell me exactly how you want the audience walking awayfeeling and what do you want them leaving with and you, wouldn't you besurprised, even how many answers I get that are so different than what Iexpect, but it's so important to ask that clarity. Question, because you Ihave meetings with these people and they're telling me. I want to coverthis and I want to cover this, but none of that really matters to the end. Iknow they only really care about the feedback they're going to get from theaudience right, so l, some people- I did a son Tom, dare bank last week andthey said we want three tactical strategies that the team can implementin the next thirty days. It's going to help them elevate, their businesspresence. Oh okay, that's easy! Now that I'm crystal clear on that's whatyou want, however, they had never actually articulated that in any of themeetings that multiple meetings we had had right. So it's so important thatyou asked that very direct very pointed question and I'd also challenge you toput it back to them in writing, and that's how I close the loop on thingswith clients is, I say great call today wanted to go ahead and reiterate what Iheard you say to ensure that we're both on the same page. Your key goal forthis call is, you know and night, lay it out again just to get back theconfirmation, because sometimes we think we hear something and we mightnot hear what they're actually intending so smart. It's like again,this seems so simple, but I think so many people drive by it every singleday. I think we mistake communication for having said approximately the rightthing. Maybe it approximately the right...

...time to approximately the right people,but that's just saying things like communication is what the other peopleor other person hears and understands and then, as a consequence, expects,and so this idea of asking that clarifying question and thenreiterating it back is such a misstep. I think we could avoid so muchconfusion and frustration and wasted time and energy in our lives justtaking the extra step to close the loop. Absolutely it makes a big difference. Idon't know how to ask this question in particular, but it's around a large Imean you built a highly successful sales career as a woman which shouldn'tbe a thing, but it is, he told a story of not in great detail, but you told astory of sexual harassment in the book. It's obviously a problem today.Hopefully it's less of a problem today than it was. Twenty years ago yourGirls Club thought leader of the year. We are very involved with Girls Clubhere at Bom, Bom Lauren Bailey, of course, has been a guest on this showand is a friend of the company she's featured in our new book Human Centercommunication and what they're trying to do for folks who are listening thataren't familiar with girls, club and Lauran Bailey they're, trying to changethe face of sales leadership by empowering women and informing womenand giving women confidence to step into opportunities that they haveabsolutely deserved, but for a variety of reasons, perfectionism among themand some of these other things, the doors aren't quite open. I would lovefor you to share advice that maybe you wish you had as a young woman goinginto the sales industry or we can broad it out and say you know, revenuepositions inside businesses. Generally speaking like what have you learned?What do you wish? You knew. What are some surprising pit falls? What aresome sadly highly expected and and present pit falls like what have youlearned along that journey? And yet I guess I did form it kind of intoa question yeah. You know the the first thing I think of when I think back tobeing early in my ties and getting into business is, I would use selfdeprecating humor thinking it was getting people to like me. Epic fail donot do that that you are always teaching people how to treat you. So ifyou're walking around saying blond, jokes, I'm being a ditch, ha ha ha ha.So I'm not always the smartest in the room. You are teaching people to saythose things about you. So, even though you might be nervous and that's yourdefault socially challenge yourself to find a newdefault say nothing right, be calm and think say I need a moment. Please rightreally try to be thoughtful about this, because you want people walk away,saying she's, bright, she's, talented this girl's going places. Well, then,you need to start speaking about yourself in that same regard and I'mnot saying to make up stories or glowed about yourself. But when people ask youhow's your day going my day's going fantastic, I had seven calls today, notall our clothes as yet, but you know in the pipe line you want to be able tospeak about your business and speak about the value that you're bringing ina positive way don't diminish yourself, yeah in like inclusion, I'm going backa little bit to discomfort feeling unwelcome and we usethe word inclusion, whether it's in our customer base, or certainly within ouremployee community and employee groups. The best companies that are going toattract and retain the best people are inclusive environments and safety, andwelcoming and inclusion or part of that, do you have any advice for women or foranyone else, who's made to feel uncomfortable by others, words andactions when it's coming at you, like the what you just provided, was reallygood advice about casting yourself in a certain light for yourself and forother people and not diminishing yourself, but when it's coming at you,whether it's like blatant sexual harassment or whether it's justdiscomfort or offhand remarks or other...

...things that are kind of coming at you,what advice do you have for people that aren't in a welcoming and inclusiveenvironment address it? The worst thing you can do is bury your head in thesand, and I say that having done that for years myself, I was roasted at awork event when I was named VP of sales and a horrific way, and I didn't knowwhat to do. I wanted to fight back the tears, so I started laughing and allthat did was encouraged that behavior. It was essentially saying to pe. Pleasecome do th this more to me. You know she thinks it's funny. I didn't thinkit was funny. I didn't know how to say this is inappropriate or just walk outand say: I'm not going to stand for someone speaking like this. That's whatI should have done. I either should have stood up and said this isinappropriate, stops now or if I couldn't have brought myself to that. Ishould have just walked out of that event. Instead, I'm not turning back,because this is ridiculous and completely inappropriate. So, no matterwhat you have to do, remove yourself from the situation or stand up andspeak up and follow up on it yeah. I think probably a lot of people feellike I am a support. They would never say these things consciously tothemselves, but I'm a subordinate. I don't have a right to do that, but youknow throughout I mean this is about overcoming your villains, it's abouttaking control over what you are going to accept and what you're not going toaccept, and we certainly wouldn't blame a victim in this situation, but wewouldn't want someone to be victimized who has more control than she or hemight think that they do so true. You've already reference linked in as agreat source, and thank you for sharing the fail story. That's a great sourceof business for you, your highly present and prolific online for folksthat want to build a personal brand, but even in the context, maybe thebusiness that they're working and they're not necessarily looking to belike you specifically heather in building a brand around yourself, butmaybe they just want to be more present. They want to be more active. I knowit's kind of like a real general question, but what advice do you havefor someone who is maybe a little bit on the sidelines in terms of social,whether it's linked in or other platforms that feels like they can andshould do more? They maybe want to participate. They maybe might recognizethat it would be good because they might have opportunities come their wayby being present. Just like your Harvard teaching thing did a greatstory to there by the way for someone who's a little bit on the sidelines,for whatever reason or to the degree that you're talking to people who areon the sidelines, looking to get active. What are the common barriers thatpeople are putting in front of themselves and what's a little bit ofguidance that you might provide for people who want to step it up and be alittle bit more present and successful in social as opposed to just going outand talking at people yeah? What I would do is number one you need to holdyourself accountable, because if you can just push past this unfamiliaruncomfortable moment that you're having you'll push through it, I felt the sameway when I first started doing find someone to hold you accountable,whether you develop a team of people that you work with, you say guys were:Let's do a thirty day challenge. Everyone was going to post every singleday, we're going to meet once a week right. Hold yourself accountable towhatever your goal is being consistent. Is Everything showing up every singleday so break it down to just a month and say I'm committing to do this forone month? I'm getting these people to do it with me and we're going tochallenge one another, we're going to call each other cannible and we'regoing to make it happen, and you know what I'm going to make mistakes andit's not going to be perfect and that's not the goal right down what your bowlis. My goal is to show up every single day for thirty days on this, you knowon this platform. My goal is to whatever your goals are to get two newcontacts, or you know a business opportunity from this write down yourgoals, track your progress and stay committed to it and you'll see. Even ina month, you can get major progress. I have a woman that I've worked with forthe past six months. I think- and she has posts now that have hundreds ofthousands of views and she's selling products on there and she was new toLinton. You know not too long ago, so it doesn't take that long to develop acommunity and get some interaction. Have some wins, yeah consistency. Iguess when I ask for that type of...

...advice from a wide variety ofaccomplished people, consistency seems to be a very consistent theme amongthem. Whether you know the primary listener to the show is a salesmarketing or customer success, leader or practitioner. What didn't we covertoday, as you go out into the world as you share your stories as you learnstories on your own as you interact online? What are a few things that youmight share with with someone who is either leading or managing a team orparticipating in a team with the hope of leading or managing it in a revenuefunction? What are some themes that are going on out there right now like likea new opportunity or something that that you like to share with people thatreally turns lights on or lights people's eyes up lead with bunerbuilding? The more that you lead as the vulnerable version of you, the morepeople are going to be attracted towards you and the more you're goingto attract and the right people. So often I see in business, especially inthis zoom world, that we're in people want to act as a different version ofthemselves, or they don't want to say wow. This is a really tough time, I'msick of being on zoom, and I was hopeful that we'd be back to normalright, open up people always say. Oh, we have a great company with a lot oftrust and open door policy. What does that really mean start actually beingthe leader that shows up being Vuneral, I'm having a tough time right now withthis, I want to open up the floor. Is anyone else out there struggling right?You want to create trust and honesty, and you want open communication. Youneed to be the one to lead with it. So often people say my door is open, butno one responds to that today. You need to be the one leading with thevulnerability and then watch how it comes back to you. I love it modeling,the behavior. We want to see modeling the behavior that we want to bestandard in our culture, so much good advice here. So many really goodstories heather and for folks who enjoyed this conversation. This book isloaded and I did not read your first book. I assume that it's probablysimilar loaded with fantastic stories that are then punctuated with takeawaysassignments- things you can do. This conversation was exactly what I thoughtI hoped it would be for folks who enjoyed this one. I've got two morethan I know. You'll also enjoy Morgan J Ingram was on pretty recently that'sepisode, O hundred and fifty two. He is also like heather highly accomplishedon link Danny's a three time linked in. He might be a four time by the timethis releases a foretime linked in top sales voice. He is a video prospecting,master he's a sales trainer and our conversation with him in that episodewas about creating an environment of continuous coaching and so a lot ofthese themes that you talked about heather of investing in yourself orechoed in that conversation that, yes, you can hope to get good leadership andgood management in the position that you're in hope to get good guidance.But ultimately it's your own responsibility and you have the powerto take control over those things. That's episode, hunded, a D, fifty twowith Morgan, J Ingram and, of course I had to mention episode, O hundred andforty nine, with Laurenbailey founder of both factory, a sales trainingorganization and Girls Club. We call that what a blissful approach totraining, customers and employees there's a lot about learning anddevelopment and growth in there she's an expert trainer. She used to traincorporate sales people in very large settings for years before going out anddoing her own thing, as you are successfully doing as well heatherbefore I let you go, I've got two opportunities for you besides telleveryone where to follow up and how to get their hands on overcome yourvillains, and all of that. The first is to thank her mention somebody. Who'shad a positive impact on your life or your career, which I'm really excitedabout from you, because you're, obviously a highly reflective personand the other one is to give an out or a shout out to a company or a brandthat you appreciate for the experience that they deliver for you. As acustomer, yeah I'd say from a business standpoint, one of my first evermentors in business was Jeff. Wilks he's made me an equity partner in myearly. Is I'm so grateful for that opportunity? He allowed me to establisha brand and a reputation in business at...

...a very young age and taught me so muchabout business and I'm just super grateful to an we stay friends to thisday and today and the company that I would say that I really appreciate somuch is gift Ology. I don't know if you've ever had John rulen on before.Have you had him? I haven't, but several Yuma, riends and guess. AreI've been gifted that book twice? Okay fact, a practitioner you'll enjoy thisone for folks were listening. We do put video clips up at Pombo, slash podcastthis gift, which is a laser cut, white hydro flask with thepodcast on it was of the Gift Ology Philosophy from James Carbury atsweetish. Well, I love the Gaptooth Philosophy, I think John's amazing. Ihad him as a guest on my show. You should definitely have him he's reallysuch a thoughtful caring person and the way he reframes the power of gifting.When done correctly it really it's a game changer and I'm really gratefulfor Gift Ology and him awesome, really good recommendation and you're right. Ido need to reach out to him it's one of those things you know like when you geta recommendation on a book and you're like Oh yeah. I should do that. Ittakes maybe the second or third person like okay about yeah. Now I got to pullthe trigger yeah. I really that I have to like. I just feel so compelled theseare people I like in respect and they all say the same thing. I need to do itwhether this has been so fun. I enjoyed it. I so appreciate your opennessyou're, a very good story, teller, but I think people really learn that way. Ithink for folks who enjoy this again. There are a couple of books that youcan and should read, but I'll leave it to you how there to to send people offif they've enjoyed this conversation, how how should they reach out? Howshould they connect with you where they follow you? So if you go to overcomeyour villains right now, you can pre order the book and get the five hundreddollar bonus bundle downloaded immediately and then it's going todisappear very shortly. So please do that. So you can get the video courseand the work books and all the stuff that goes with it. I'm so excited for Oto check it out. I'm at Heather Monahan on all social vedia awesome. We willlink that up at bomboost. She is Heather Mana Han. I am Ethan Baute. Ithank you so much for listening and I hope you have an awesome rest of yourday. The digital virtual and online spaces, where we work every day, arenoisier and more polluted than ever, and the problem is only getting worseat risk or relationships and revenue join Bombombay and Ethan Bud, alongwith eleven other experts in sales, marketing, customer experience,emotional intelligence, leadership and other disciplines to learn a new way tobreak through the noise and pollution human centered communication. A newbook out now on Fast Company press, learn more by visiting Bom Bombo bookor Search Human Centered Communication. Wherever you buy books, thanks forlistening to the customer experience, podcast remember, the single mostimportant thing you can do today is to create and deliver a better experiencefor your customers, continue. Learning the latest strategies and tactics bysubscribing right now in your favorite podcast player, or visit Bom Bomopodcast.

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