The Customer Experience Podcast
The Customer Experience Podcast

Episode · 7 months 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

Check out these resources we mentioned:

Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.

Listening on a desktop & can’t see the links? Just search for the Customer Experience Podcast in your favorite podcast player.

Fire your villain right if you have negative people in your space, and get yourself away from them so you can set yourself up for to bring pods and people into your life. The single most important thing you can do today is to create and deliver a better experience for your customers. Learn how sales, marketing and customer success experts create internal alignment, achieved desired outcomes and exceed customer expectations in a personal and human way. This is the customer experience podcast. Here's your host, Ethan Butte. Today on the customer experience podcast we're hosting someone who's built a highly successful sales career. She climbed the corporate ladder to become the chief revenue officer at a national broadcast media company, before getting fired despite doubling revenue to over two hundred billion dollars a few years later. She's since become a best selling author, a text speaker and a Harvard Faculty member teaching professional sales and sales leadership. She was named a top forty female keynote speaker by real leaders. Last year. She was named the Girls Club thought leader of the year. Earlier this year she published her first book, Confidence Creator. In two thousand and eighteen and releasing next week, November. Two Thousand and twenty one is overcome your villains. Heather Monahan, welcome to the customer experience podcast. Thanks so much for having me. I am so excited to be here. Yeah, I hope that folks found that introduction. For people who aren't familiar with you, I hope they on that introduction provocative and we will get to that story that I tease right off the top of 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, which is customer experience. When I say that to you, Heather, what does it mean? Customer experience means a customers perception over all process and interface with a brand, from post at the company creates to a website, to the process 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 the brand, to you know, whatever happened today, love it. And so, in your in the earlier part of your career, before this this latest rebirth into something spectacular that you probably never would have seen for yourself ten years ago, necessarily your customers were advertisers. Is kind of a beob play. Who is your customer today? We got the various work that you do. Like, how do you think about that? Yeah, that's there isn't just one right. So for me I have to look at the different business. So if I'm looking at my keynote speaking business, it's primarily fortune five hundred companies, large companies, you know, and universities and and large events. But so that's one pocket, that is one interface and one customer that I deal with. Then I have customers of my books write the those seem to be different customers than there's customers from my podcast, there's customers from my class when I'm teaching at Harvard. There's customers for my consulting business. I mean there's so many different pockets that it's it's a lot to keep up with. Yeah, I'll bet it is. Do you have an organization behind you? Well, I have a team of people that I work with, but no one that is like, you know, full time with me. Seven I am not there yet, but we are hoping that is happening later on this year. Awesome. We're going to dive into the book in a minute. 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 the story in the book about how that came together. But talk a little bit about specifically your engagement, but then also this idea, which I think is new to some people. I've met several professors and programs that are starting to teach sales in an academic setting, like professional sales and sales leadership. So talk about either side of that, like how did you get engaged, how are you engaging with students and what do you think in general, at a high level about teaching sales and sales leadership in an academic setting? Yeah, so...

I could have never gotten into Harvard as a student. So I create a lot of content on social media specifically Linkedin, and I had created a post something about how to open doors up in sales or something around sales, and a professor from Harvard who taught a class and sales and sales leadership saw it and he dn me and just said, Hey, I'd love it if you could come teach a class, as you know, just to step in and just be a guest professor for a day. So I took that opportunity did it. I loved it and I was really eye opening for me to see incredibly intelligent people and students. However, they didn't have a lot of real life experience, right. So I have a lot of real life experience around sales and sales leadership, so I was able to bring a lot of value. classmen great. And then fast forward to a year later, he came back to me and said I'm able to bring a second professor on to teach the course with me. Would you like to apply to do it? And so I did and we taught together this year, the first semester in two thousand and twenty one, and it was great. There it. It's an interesting diverse group of students because a lot of them are out working, some of them are have taken a year up right. It's a really interesting group of people. Everyone's at different places in their life but they all value that idea. I want to understand sales, I want to understand the sales process, I want to understand how to be better at sales and potentially get into a leadership roll. So it's definitely a much needed course. Love it and would you like just thinking about on your own sales career, thinking back on maybe some of the people you hired or maybe some of the people that you worked for before you took such a high leadership position. Who Do you think today is right for academic sales? I mean that because they're there a couple of schools of thought. One of them is like a little bit more kind of hustle culture. You got to learn it in the streets, you got to learn it that way. Obviously there's also a viable path where this fills in some gaps and helps people like who do you think an academic setting is good for versus go out there and learn it the hard way? I guess everybody's different. For me, I'm someone I need to go out and learn, learn things the hard I like being immersed and things like taking action. That's just my personality. I will say a lot of the students that I've been working with at Harvard they're not. They're very different than me right so I think that you have to kind of have some self awareness. That am I willing to go with just immerse myself in this, or is that that feels 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. So I just I think you should just be selfaware, ask yourself those questions and go with what you know makes sense for you and your schedule. Really good advice. So you mentioned one of the words. It's in the subtitle and it's part of your beak system. The book is overcome your villains, mastering your beliefs, actions and knowledge to conquer any adversity. Just a quick note for listeners. I had the privilege of reading the book. It wasn't released at the time and in fact, if you're listening to this immediate to release. You can preorder it now, but it's not available for release for another week, and I found to be just as rich collection of stories organized around this beak beliefs, actions knowledge system. It was punctuated throughout with practical lessons, takeaway summaries. Very approachable read and, by the way, just to fund note the final acknowledgements. Your amazing add at the end there about hey, if you feel a particular way about not being included in the acknowledge bits. I was like, it's like, exactly right. It's so funny that's an inside joking. Need to get the book, I think. To get it unless you want to see something about that, Heather. But there's an obvious villain in the beginning of this story, but obviously the book is not about that. That was kind of a trigger moment for you, so feel free to share that story a little bit. I teased it in the introduction. But then speak to some of the other villains that challenge us in our roles as business professionals. Yeah, so for me, I came up in the media industry, started as an account executive and made it up to a chief revenue officer. I had been promoted three times, I had just been named most influential woman and radio in two thousand and seventeen and then the...

CEO I work for became ill and decided to replace himself with his daughter, who was my art nemesis throughout the entire time working there, and so she fired me immediately, and that was really in that moment that woman thought she fired me. I had just fired my number one villain from my life and what I realized is that when you're working with someone in a toxic situation, when it's negative vibes and negativity, you're blocking yourself from bringing positive people into your life. So that day she thought she fired me, I actually fired her and suddenly really positive, amazing people started showing up in my life and I had this epiphany that I had been ignoring something that was actually blocking me from my potential. Yes, so, I mean Gosh, what an interesting in weird dynamic. Even an organization that large and that successful personal dynamics at that level could create such weird change. It's a give it like just go back into that experience. I mean describers a nemesis for for people that are maybe working alongside someone that they don't have a constructive relationship up to that point where she had the power to make this decision on your behalf, which turned out to be a benefit or a blessing, or however anyone wants to think about that or what language they want to use. How did you manage that relationship, you know, for someone that's maybe stuck in that situation that you were in four years before she had the ability to fire you? How did you manage that relationship, considering it was so antagonistic? I mean it really bothered me tremendously, so much so I ended up throwing out my back, I started losing my hair right I would try to ignore it, which is the wrong approach, and hopes that she would go away 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 grew stronger in me ignoring her, and I grew weaker. I became a brate version of myself. I wasn't as powerful, I didn't stand up and speak my mind as much because I wanted her not to notice me anymore. I wanted to disappear. So I really contributed to this really awful situation at work. And you know what I learned from it since is that never or dim your light, never turn down who you are and hopes it's going to make somebody else feel better. It doesn't work that way. In fact, that works the opposite way. The more you show up as a powerful version of yourself, the more you'll inspire other people to show up as they are, real powerful versions of themselves. So you know, hat could I go back and do it differently? I certainly would not have ignored the situation. I would have rather had direct conversations around it and say let's address 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 some level is yourself. And you know, some of the other villains in there were like lack of confidence, fear, perfectionism. And you know what we do a bomb of course, make it easy to record and send video messages and a wide variety of channels, and these things get in the way of that too. When you're speaking to a 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 podcasts in all this, when you're speaking specifically to people on the themes of like building your confidence, overcoming your fear or discomfort, vulnerability or kind of setting perfectionism to the side, because it's just so you know, we think we're doing the best thing for ourselves, but it's actually so crippling. What are some words of advice you would given in if you want to even speak specifically to someone who just isn't confident enough or comfortable enough or overly perfectionistic to even a peer in a video message to one or two or three people like just hear some words of advice around these kind of underlying villains. Yeah, so the first thing I would say around creating confidence is number one. Fire your villain, right. If you have negative people in your space, get yourself away from them so you can set yourself up for to bring positive people into your life. Another thing I would say is start acknowledging...

...who are you following on social media, who are you spending time with, and start writing down. You know, I just left lunch with these ladies. I don't feel so good. I walked in feeling like be aware of how, when you spend time and energy and exchange energy with people, how do you walk away from that? Is it benefiting you or is it harming you? And as you start to I do that through journaling and I recommend others you can just put notes down in a calendar. Does it matters? Just so you can go back and reflect on your day and your week and say, wow, I felt terrible Tuesday. That's the day I work from home. I'm not doing well when I'm isolated all day. Right, you'll start to understand what your different villains are. You know, I'm following these people on social media. I feel terrible when I see their post. So start firing those situations that are hindering you and taking you backwards and start putting yourself around people and situations and things. And sometimes it's your job. You know, there's plenty of people out there. I'm an accountant, but my real passion is drawing and art and working with kids. Well, how maybe you can't put today, but how can we start taking baby steps to get you working more at night, on on the weekends, building a business around Your Life Passion? Because the more you start moving yourself to those things that are really innately calling to you, the more you start showing up as a real version of you, the more you can start letting go of things like perfectionism, that we're never real to begin with. But you were creating as controls in your life because you're really unhappy with different things that you were doing. Yes, that makes me think about this kind of some people feel differently about it. I think I know where you stand, but I feel like asking it anyway for clarity. You know, some people say you need to identify your weaknesses and really work to overcome those and like fill in those deficits and kind of thing. Other people are more on the other end, which is identify your strengths and really play to your strengths 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. I feel like you're probably the latter, but speak to that just as kind of a common background theme when we're thinking about personal and professional development. Oh yeah, listen, everybody has flaws, right, and I like to rock my flaws because it allows people to relate to you and see that you're a real person. I always talk about I have smelly feet and people think that's the funniest thing in the world, but I know that if I'm giving a keynote and I lead with that story, people have said this lady's a real deal. I can relate to that. Right, they might not have smelly feet, but they've got something they don't like about themselves. However, I don't spend my time all day long sitting around fixating on what's not perfect about me or great about me. No, I spend my time saying, wow, I love being on stage. How can I find ways to get myself on more stages. How can I find ways to get myself doing the things I love to do? I can't stand accounting in taxes. I hire an accountant right. I'm not good at those things. I don't sit around and beat myself up about why can't I be more organized and be like these other people? Know, I go ahead and send it off to the people who are great at it and let them tablet. So I encourage people to do that. Focus on the things and be proud of the things that you're great at and that you love doing and spend more time doing those things and less time doing the things that you're not great up. Y's so interesting the way those are intertwined. It really absolutely is a perfectionist thing to to imagine that we can take care of all of our weaknesses so that we are at some level perfect. Quote from the book. Slightly separate topic. This one's from page one O seven. Not that you know it's on page one o seven. I've written a couple books. It's always funny when people go like really specifically to appointment. That's that's a tough one. But but the quote is this and there's a there's a key phrase in there that I really like that. I'd love for you to speak to when pitching yourself, put yourself in their shoes and be sure to add value, and I think we all here add value. But this put yourself in their shoes, 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 pitching myself for a job that didn't exist back this is a long time ago, when I saw an opportunity in a company and I knew, you know this, they needed to create this job. However, I thought if I approach it from how I see it and...

...from my shoes, it's not going to land right. So I thought about the man I was pitching and I thought to myself, okay, he doesn't like change, he's afraid of being having to work hard, he's afraid of being exposed as not working hard. I thought about all the things that matter to him. Those things didn't matter 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 potential challenges with it, then I was able to come up with solutions for each one. So when I pitched him my concept, an idea, which was really out of left field and, you know, a big ass, I was able to say, before you say anything, I want to cover some concerns I think you may have, and then I was able to address every single one of the concerns he had. At the end he said, wow, this is a great idea. It's so funny how I'm certain, when people are listening, that they're going to yeah, of course, what like, why wouldn't we do that? But we don't. We so often why? It just feel like we get so busy, busy, busy, that we're like, what do I need to say, what do I need to ask for, what do I want, what do I need? And we just like rush through all the stuff without taking that extra step of putting yourself in their shoes, putting it into their language, speaking specifically to their needs, and it just goes so far. We call that human centered communication, and it's this idea of stopping being a little bit more conscious, a little bit more intentional, thinking first about what's in it for the other person and when you approaches its cliche as heck to say, but like that, that is where you create the win win or the win, win win, like your whole basis. It sounds like in that story heather is, I know what I want out of this, but what's in it for this person? Let's break that all down and and you're essentially selling them their own wind. And when you start approaching things that way, you will get more wins. It's IT works. Yeah, here's another one. It's a longer one, and so just react to it. However, you prefer never rely on one revenue stream, one form of customer acquisition or one means of delivering your product or service. Constantly challenge yourself to innovate how you monetize Your Business, acquire new customers and solve problems for your client base. Change in uncertainty will be our constants, but we can always find our certainty within ourselves. Oh, I like that one. Ha, ha, ha ha. That's why I like like I could have pulled a bunch of these quotes. I promised I don't have. I don't have any more of them, but you're at the center of it. Everything around who is going to be changing all the time. Competitions changing, markets changing, customers are changing. Guys, love this reminder and I just love you to kind of expound on it however you wish. Well, this the first story that popsince my mind is that I have built a very strong presence on Linkedin. Ninety percent of my inbound leads for my keynotes speeches come from linked that not from agents. They come to me direct from Lincoln Linkedin. So this is a huge value to me. Right, this is my number one revenue sources. Linkedin thing. Guess what, I don't own it. Right. So, and I wasn't thinking this way. I these are my own fails that I like to share so people can learn from them, and I I'm learning from him too. This is my number one client acquisition location and all of a sudden one day I had my account shut down. I was put in linked in jail and I had no idea what I did wrong. I had no idea how to get out of jail, but all of a sudden my business disappeared, even overnight. Right, I can't. I don't have any more client acquisition coming on because I was gone. So the panic that I put myself through and the upset because I needed to what I should have done had I thought about this ahead of time and I hope everyone listening to things about this find a way to own that community. Not I'm renting it from some from linkedin right. So I should have been constantly working on every day acquiring the email addresses of every single or text phone numbers. Are some way that I have a personal connection outside of Linkedin to communicate with those individuals and not rely on Linkedin. And so that was a big lesson for me that I learned. Last year I ended up getting out of linked in jail. It ended 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 was something I didn't even know I was doing wrong. I wasn't trying to be malicious. Caused me a massive problem and from that day I've learned...

...we can it's just like the coronavirus, right. You know we don't want just brick and mortar stores. We know we need to have digital with support. We need to keep trying different ways and different to access products and services and or challenging ourselves to say, what other products and services can I create that can add more value? Yeah, speak just really quickly to the Sir in Te within ourselves. Like what is how do we look just practically, how do we anchor into ourselves so that we're firm amidst all this change, that we have some reasonable base to operate from? Is Everything around us is kind of moving or changing or shifting. Like look at the end of that, which is this again really strong statement. I enjoyed it. We can always find our certainty within ourselves. You know, one of the things that I do is I look back on really low moments in my life, like I look back on two thousand and eight, two thousand and nine and leading a company through a recession when we had to let go of one fourth of our staff and I took the massive pay cut. I can remember those days and I had a one year old son and I remember those day saying how am I going to pay my mortgage? How am I going to get out of this? I figured it out right, and so what? Now, when I look back to nine, I see that as a major win because I all I saw was darkness. So I've started and there's so many other situations like that in my life that I can and now coronavirus as 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. Write down those challenges that you over camp come and start to say, wait a minute, that's proof that I can get through the next one, and just because I don't know what'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, you use that word expectation, which is exactly where I wanted to go next, which is, you know, Chapter Twenty Four. The title is the importance of setting expectations in the context here's for a meeting, for a task or other events in our life and our career or even in our work. In setting expectations is a benefit to ourselves and to others. I think so much disappointment, whether it's within ourselves or whether it's customer disappointment or employee disappointment and then disengagement, is just a fail you're to set and manage expectations where I'd love for you to just share a little bit of advice around that, because I think setting and managing customer expectations and ideally exceeding them periodically, is key to an exceptional customer experience. So I'd love you to share a little bit on how you set expectations for yourself and or for customers. The most important thing, and any time I'm giving a keynote, I have this call with the client and I specifically say, tell me exactly how you want the audience walking away feeling and what do you want them leaving with? And you wouldn't. You'd be surprised even how many answers I get that are so different than what I expect. But it's so important to ask that clarity question because you I have meetings with these people and they're telling me I want to cover this and I want to cover this, but none of that really matters because the end, I know they only really care about the feedback they're going to get from the audience. Right. So I'll some people. I did a Santandair Bank last week and they said we want three tactical strategies that the team can implement in the next thirty days. It's going to help them elevate their business presence. Oh, okay, that's easy, now that I'm crystal clear on that's what you want. However, they had never actually articulate that in any of the meetings that multiple meetings we had had. Right. So it's so important that you ask that very direct, very point of question and I'd also challenge you to put it back to them and writing, and that's how I close the loop on things with clients. Is, I say, great call today. Wanted to go ahead and reiterate what I heard you say to ensure that we're both on the same page. Your key goal for this call is, you know, and I lay it out again, just to get back the confirmation, because sometimes we think we hear something and we might not 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 single day. I think we mistake communication for having said approximately the right thing. Maybe... approximately the right time to approximately the right people, but that's just saying things like communication is what the other people, or other person here's an understands and then, as a consequence, expects. And so this idea of asking that clarifying question and then reiterating it back is such a misstep. I think we could avoid so much confusion and frustration and wasted time and energy in our lives just taking the extra step to close the loop. Absolutely it makes a big difference. I don't know how to ask this question in particular, but it's around a large I mean you build a highly successful sales career as a woman, which shouldn't be a thing, but it is. You told a story of not in great detail, but you told a story 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. Your Girls Club thought leader of the year. We are very involved with girls club here at bombomb. Lauren Bailey, of course, has been a guest on this show and is a friend of the company. She's featured in our new book Human Center Communication and what they're trying to do. For folks who are listening that aren't familiar with girls club and Lauren Bailey, they're trying to change the face of sales leadership by empowering women and informing women and giving women confidence to step into opportunities that they have absolutely deserved. But for a variety of reasons, perfectionism among them and some of these other things the doors aren't quite open. I would love for you to share advice that maybe you wish you had as a young woman going into the sales industry. Or we can broaden it out and say, you know, revenue positions inside businesses generally speaking, like what have you learned? What do you wish you knew? What are some surprising pitfalls? What are some sadly highly expected and and present pitfalls? Like what have you learned along that journey? And yet I guess I did form it kind of into a question. Yeah, you know, the the first thing I think of when I think back to being early in my twenties and getting into business is, I would you selfdeprecating humor, thinking it was getting people to like me. EPIC fail. Do not do that that. You are always teaching people how to treat you. So, if you're walking around saying, blond Joe, I'm being addicts, ha ha, ha ha, I'm so I'm not always the smartest in the room, you are teaching people to say those things about you. So and even though you might be nervous and that's your default socially, challenge yourself to find a new default saying nothing right. Be Calm and think. Say I need a moment, please write. Really 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'm not saying to make up stories or gloat about yourself, but when people ask you how's your day going, my day is going fantastic. I had seven calls today. Not all our closes yet, but you know, in the pipeline here you want to be able to speak about your business and speak about the value that you're bringing in a positive way. Don't diminish yourself. Yeah, in like inclusion. I'm going back a little bit to discomfort, feeling unwelcoming. We use the word inclusion, whether it's in our customer base or certainly within our employee community and employee groups. The best companies that are going to attract and retain the best people are inclusive environments and safety and welcoming and inclusion or part of that. Do you have any advice for women or for anyone else who's made to feel uncomfortable will by others words and actions. When it's coming at you like the you. What you just provided was really good advice about casting yourself in a certain light for yourself and for other people and not diminishing yourself. But when it's coming at you, whether it's like blatant sexual harassment or whether it's just discomfort 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 inclusive environment address it? The worst thing you can do is bury your head in the sand, and I say that having done that for years myself. I was roasted at a work event when I was named VP of sales and a her horrific way, and I didn't know what to do. I wanted to fight back the tears, so I started laughing, and the all that did was encourage that they hate or put it was essentially saying to people, please come do this more to me. You know, she thinks it's funny. I didn't think it was funny. I didn't know how to say this is inappropriate or just walk out and say I'm not going to stand for someone speaking like this. That's what I should have done. I either should have stood up and said this is inappropriate, stops now. Or if I couldn't have brought myself to that, I should have just walked out of that event and said I'm not turning back because this is ridiculous and completely inappropriate. So, no matter what, you have to do, remove yourself from the situation or stand up and speak up and follow up on it. Yeah, I think probably a lot of people feel like I am a support. They would never say these things consciously to themselves, but I'm a subordinate I don't have a right to do that, but it you know, throughout, I mean, this is about overcoming your villains. It's about taking control over what you were going to accept in what you're not going to accept, and we certainly wouldn't blame a victim in this situation, but we wouldn't want someone to be victimized who has more control than she or he might think that they do. So true, you've already reference Linkedin as a great source and thank you for sharing the fail story as a great source of business for you. Your highly present and prolific online for folks that want to build a personal brand. But even in the context maybe of the business that they're working and they're not necessarily looking to be like you, specifically, Heather, in building a brand around yourself, but maybe they just want to be more present, they want to be more active. I know it's kind of like a real general question, but what advice do you have for someone who is maybe a little bit on the sidelines in terms of social whether it's Linkedin or other platforms, that feels like they can and should do more? They maybe want to participate, they maybe might recognize that it would be good because they might have opportunities come their way by being present, just like you're, harvord teaching thing. Did Great Story to there, by the way, for somebody's a little bit on the sidelines for whatever reason, or to the degree that you're talking to people who are on the sidelines looking to get active, what are the common barriers that people are putting in front of themselves and what's a little bit of guidance that you might provide for people who want to step it up and be a little bit more present and successful in social is opposed to just going out and talking at people? Yeah, what I would do is, number one, you need to hold yourself accountable, because if you can just push past this unfamiliar, uncomfortable moment that you're having. You'll push through it. I felt the same way when I first started doing it. Find someone to hold you accountable, whether you develop a team of people that you work with, you and say, guys, were let's do a thirty day challenge. Everyone US going to post every single day, we're going to meet once a week. Write hold your self accountable to whatever your goal is. Being consistent is everything showing up every single day. So break it down to just a month and say I'm committing to do this for one month, I'm getting these people to do it with me and we're going to challenge on another. We're going to hold each other accountable or we're going to make it happen and, you know what, I'm going to make mistakes and it's not going to be perfect, and that's not the goal. Write down what your goal is. My goal is to show up every single day for thirty days on this you know, on this platform. My goal is to whatever your goals are, to get to new contacts or, you know, a business opportunity from this. Write down your goals, track your progress and stay committed to it and you'll see even in a month you can get major progress. I have a woman that I've worked with for the past six months, I think, and she has post now there have hundreds of thousands of views and she's selling products on there and she was new to Linkedin, you know, not too long ago. So it doesn't take that long to develop a community and get some interaction have some wins. Yeah, consistency. I guess when I ask for that type of advice...

...from a wide variety of accomplished people, consistency seem to be a very consistent theme among them. Either you, the primary listener to the show, is a sales, marketing or customer success leader or practitioner. What didn't we cover today? As you go out into the world, as you share your stories, as you learn stories on your own, as you interact online, what are a few things that you might share with with someone who is either leading or managing a team or participating in a team with the hope of leading or managing it in a revenue function? What are some themes that are going on out there right now, like a like a new opportunity or something that you that you like to share with people that really turns lights on or lights people's eyes up. Lead with Vulnera building. The more that you lead as the vulnerable version of you, the more people are going to be attracted towards you and the more you're going to attract the right people. So often I see in business, especially in a zoom world that we're in, people want to act as a different version of themselves or they don't want to say, wow, this is a really tough time. I'm sick of being on zoom and I was hopeful that we'd be back to normal right open up. People always say, Oh, we have a great company with a lot of trust and open door policy. What does that really mean? Start actually being the leader that shows up being vulneral. I'm having a tough time right now with this. 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, you need to be the one to lead with it. So often people say my doors open, but no one responds to that. Today, you need to be the one leading with the vulnerability 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 be standard in our culture. So much good advice here, so many really good stories, Heather, and for folks who enjoyed this conversation, this book is loaded and I had did not read your first book, I assume that it's probably similar, loaded with fantastic stories that are then punctuated with takeaways, assignments, things you can do. This conversation was exactly what I thought it and hoped it would be. For folks who enjoyed this one, I've got two more than I know you'll also enjoy. Morgan J Ingram was on pretty recently. That's episode one hundred and fifty two. He is also, like Heather, highly accomplished on Linkedin. He's a three time linkedin. He might be a four time by the time this releases, a four time linkedin top sales voice. He is a video prospecting master, he's a sales trainer and our conversation with him in that episode was about creating an environment of continuous coaching and so a lot of these themes that you talked about, heather, of investing in yourself or echoed in that conversation that yes, you can hope to get good leadership and good management. In the position that you're in, hope to get good guidance, but ultimately it's your own responsibility and you have the power to take control over those things. That's episode one hundred and fifty two with Morgan Jay Ingram, and of course I had to mention episode one hundred and forty nine with Lauren Bailey, founder of both factorate, a sales training organization, and Girls Club. We call that one a blissful approach to training customers and employees. There's a lot about learning and development and growth in there. She's an expert trainer. Chuse to train corporate salespeople in very large settings for years before going out and doing her own thing, as you are successfully doing as well, Heather. Before I let you go, I've got two opportunities for you, besides tell everyone where to follow up and how to get their hands on overcome your villains and all of that. The first is to think or mentioned someone who's had a positive impact on your life for your career, which I'm really excited about from you, because you're obviously a highly reflective person. And the other one is to give an or a shout out to a company or brand that you appreciate for the experience that they deliver for you as a customer. Yeah, I'd say from a business standpoint, one of my first ever mentors and business was Jeff Wilkes. He's made me an equity partner and my early S. I'm so grateful for that opportunity. He allowed me to establish a brand and a reputation in business and a very young age and taught me so much about business and I'm just...

...super grateful than we stay friends to this day and today. And the company that I would say that I really appreciate so much is gift Ology. I don't know if you've ever had John Ruling on before. Have you had him? I haven't, but several units friends and guests are. I've been gifted that book twice, okay, in fact. A practitioner, you'll enjoy this one. For folks who are listening, we do put video clips up at bombombcom slash podcast. This gift, which is a laser cut white hydro flask with the podcasts on it, was of the Gift Ology Philosophy from James Carberry at sweetish. Well, I love the gyptology philosophy. I think John's amazing. I had him as a guest on my so you should definitely have him. He's really such 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 grateful for Giftology and him. Awesome, really good recommendation, and you're right, I do need to reach out to him. It's one of those things, you know, like when you get a recommendation on a book and you're like, Oh, yeah, I should do that. It takes maybe the second or third person like okay, about yeah, now I got to pull the trigger. Yeah, I really that. I have to. Like, I just feel so compelled. All these are people I like in respect and they all say the same thing. I need to do it. Heather, this has been so fun. I enjoyed it. I so appreciate your openness. You're a very good storyteller and I think people really learn that way. I think for folks who enjoyed this again, there are a couple of books that you can and should read, but I'll leave it to you. How there just to send people off, if they've enjoyed this conversation, how should they reach out? How should they connect with you, where they follow you. It's all if you go to overcome your villainscom right now you can pre order the book and get the five hundred dollar bonus bundled downloaded immediately and that it's going to disappear very shortly, so please do that so you can get the video cores in the work books and all the stuff that goes with it. I'm so excited for to check it out. I'm at Heather Monahan on all social media. Awesome. We will linked that up at bombombcom slash podcast. She is Heather Monahan. I am Ethan viewed. I thank you so much for listening and I hope you have an awesome rest of your day. The digital, virtual and online spaces where we work every day are noisier and more polluted than ever, and the problem is only getting worse. At risk or relationships and Revenue Joint BOMBOMBS, Steve Passanelli and Ethan Butt, along with eleven other experts in sales, marketing, customer experience, emotional intelligence, leadership and other disciplines, to learn a new way to break through the noise and pollution human centered communication. A new book out now on Fast Company press. Learn more by visiting Bombombcom book or search human centered communication wherever you buy books. Thanks for listening to the customer experience podcast. Remember the single most important thing you can do today is to create and deliver a better experience for your customers. Continue Learning the latest strategies and tactics by subscribing right now in your favorite podcast player or visit Bombombcom podcasts.

In-Stream Audio Search


Search across all episodes within this podcast

Episodes (201)