Episode Transcript
WEBVTT
1
00:00:00.960 --> 00:00:06.519
You were listening to bb revenue acceleration, a podcast dedicated to helping software executive
2
00:00:06.559 --> 00:00:10.349
stay on the cutting edge of sales
and marketing in their industry. Let's give
3
00:00:10.349 --> 00:00:13.910
him the show. Hi, welcome
to be to be a revenue acceleration.
4
00:00:14.349 --> 00:00:17.989
My name is Ohnim with you and
I'm here today with day dream again,
5
00:00:18.550 --> 00:00:23.140
executive cush and founder at step up, step in. How are you today?
6
00:00:23.179 --> 00:00:26.179
Day Drenk, Good Morning Ray.
Thank you. I'm great today.
7
00:00:26.219 --> 00:00:30.260
Actually, I'm in Dublin. It's
a beautiful morning. It's very autumnal outside
8
00:00:30.300 --> 00:00:33.100
my window right now, so I'm
looking at some beautiful colors on the tree.
9
00:00:33.299 --> 00:00:35.929
So happy, so good to day. The first question for you is
10
00:00:35.969 --> 00:00:39.289
I've been swimming in the city this
morning on a tip. Today, not,
11
00:00:39.570 --> 00:00:43.049
not yet today, the tides are
not working, but yesterday morning I
12
00:00:43.369 --> 00:00:47.729
was in the sea quite early and
it was just beautiful, gorgeous. Very
13
00:00:47.729 --> 00:00:51.119
very brave of you, very braveful. So I'll discussion today is quite to
14
00:00:51.240 --> 00:00:55.719
be collectually and it's about building relationship
in a virtual world. I'm very,
15
00:00:55.799 --> 00:00:59.000
very, very, very keen to
have young today because I have found it
16
00:00:59.119 --> 00:01:04.469
myself relatively difficult to build relationship with
employees, with clients, with sup players
17
00:01:04.549 --> 00:01:07.870
during the lockdown and I think we
all getting a little bit better at it.
18
00:01:08.109 --> 00:01:11.909
But before we step into the conversation
day, Drek, would you like
19
00:01:11.989 --> 00:01:14.750
to give us a bit more information
as to know you are, where you
20
00:01:14.790 --> 00:01:17.629
come from, but also tell us
a little bit more about step up step
21
00:01:17.750 --> 00:01:21.459
in your company? Sure. So, for the last twenty five years my
22
00:01:21.980 --> 00:01:26.260
career has been in the technology industry. So I've worked in sales roles and
23
00:01:26.459 --> 00:01:32.890
sales leadership roles in in arcle IBM
and the most recent was with Linkedin.
24
00:01:32.969 --> 00:01:34.489
I was with Linkedin and four,
four and a half years, okay,
25
00:01:34.569 --> 00:01:40.370
so very much a tech background and
a sales background. About a year ago,
26
00:01:40.569 --> 00:01:44.530
Ray, I found myself. I
probably did a bit burnt out,
27
00:01:44.530 --> 00:01:47.400
if I'm honest. I was just
exhausted and tired. I was doing a
28
00:01:47.640 --> 00:01:51.719
an executive coaching course here in Dublin
and as part of that you go through
29
00:01:51.760 --> 00:01:55.680
your own personal coaching journey and it
as was, I realized that I wasn't
30
00:01:55.719 --> 00:02:00.120
as excited about working in the organization
as I as I had once been.
31
00:02:00.200 --> 00:02:02.189
So I left and I took a
year off and I studied. I did
32
00:02:02.269 --> 00:02:06.549
two diplomas. I went swimming in
the sea every day, I did lovely
33
00:02:06.590 --> 00:02:08.469
things. I traveled all over the
world and then last year, are as
34
00:02:08.550 --> 00:02:12.349
this year, actually in February this
year, I decided that I wasn't ready
35
00:02:12.349 --> 00:02:15.099
to go back into big corporates.
So I started my own organization, which
36
00:02:15.099 --> 00:02:20.020
is step up step in which initially
I was around. I'm a big I'm
37
00:02:20.020 --> 00:02:23.740
a huge advocate for women, especially
women in sales organizations, just to help
38
00:02:23.780 --> 00:02:27.699
them yes up into bigger jobs,
and a lot of the coaching that I
39
00:02:27.780 --> 00:02:30.889
had done over the years was a
lot of it was around helping women see
40
00:02:30.930 --> 00:02:34.449
that they could help them, I
supposed developed their confidence so that they could
41
00:02:34.530 --> 00:02:38.370
see that they had an opportunity to
do something bigger within the organization. So
42
00:02:38.810 --> 00:02:40.770
that's what makes my heart saying if
I can help a woman, and a
43
00:02:40.810 --> 00:02:46.000
woman specifically, do something amazing in
her career, then that just makes me
44
00:02:46.080 --> 00:02:50.840
happy. Besides that, I do
a lot of work with organizations around executive
45
00:02:50.879 --> 00:02:54.560
presence and virtual presence. So through
one on one coaching, but also through
46
00:02:54.759 --> 00:03:00.550
working with sales teams, I help
them understand why the virtual persons important and
47
00:03:00.110 --> 00:03:04.710
what are the elements of that that
they need to really focus on. To
48
00:03:04.830 --> 00:03:08.310
help them present themselves and be heard
and seeing on calls with clients and help
49
00:03:08.349 --> 00:03:12.830
build those relationships. Yeah, now, that makes perfect sense. So somethings
50
00:03:12.860 --> 00:03:15.539
for that. Yeah, as I
was saying my introduction, I felt it
51
00:03:15.780 --> 00:03:20.379
myself. I feel it on the
day to day basis, as I'm a
52
00:03:20.419 --> 00:03:23.060
usual advocate of face to face engagement. I don't know why, I always
53
00:03:23.139 --> 00:03:27.060
loved it. You know, some
call me old school and lots of make
54
00:03:27.099 --> 00:03:30.889
California and clients I tually find a
little bit bizarre when I could them and
55
00:03:30.889 --> 00:03:32.330
say hey, I will be in
California, I'd love to have a coffee
56
00:03:32.370 --> 00:03:36.689
with you. Just a WHA,
we can do a zoom. Even prepending
57
00:03:36.770 --> 00:03:39.569
it. I always value the lot
the importance of meeting in person, looking
58
00:03:39.569 --> 00:03:43.759
at people in the eyes, and
I think it is really important to build
59
00:03:43.800 --> 00:03:46.439
relationship but also to build trust.
I needed to build trust, but in
60
00:03:46.599 --> 00:03:50.400
this new world and that we are
just to it, there is no way
61
00:03:50.439 --> 00:03:53.000
around getting in front of people.
You know, it's very difficulty. would
62
00:03:53.000 --> 00:03:55.030
be dangerous. You would been considerate
and of cost. Real this theffing that
63
00:03:55.150 --> 00:04:00.349
that something at we can do.
From your perspective, what is the importance
64
00:04:00.430 --> 00:04:05.069
of building a virtual presence and how
can people make sure that they continue building
65
00:04:05.189 --> 00:04:11.139
strong relationship, even if it's the
actual so, like you, relationships,
66
00:04:11.259 --> 00:04:14.860
you know, I believe relationships are
everything, especially in any organization. So
67
00:04:15.539 --> 00:04:18.459
what I've observed ray over the last
six months, initially when we went into
68
00:04:18.540 --> 00:04:23.540
lock down, globally, a lot
of organizations will really focus just on getting
69
00:04:23.939 --> 00:04:27.329
their teams set up at home.
So, yeah, with the technology work,
70
00:04:27.529 --> 00:04:30.970
making sure that they were looking after
their team's mental health, making sure
71
00:04:30.009 --> 00:04:33.810
that everybody was comfortable in the environment
that they had found themselves in, and
72
00:04:33.889 --> 00:04:39.120
it's been really difficult. So what
I'm seeing now is that organizations are starting
73
00:04:39.160 --> 00:04:42.560
to look and see that, okay, so we've done all that, this
74
00:04:42.720 --> 00:04:45.399
is here to stay. It's not
going anywhere and we're going to be in
75
00:04:45.519 --> 00:04:47.560
this situation, I would say,
for at least another twelve months. So
76
00:04:47.600 --> 00:04:51.360
now we need to focus on our
teams and make sure that we're giving them
77
00:04:51.399 --> 00:04:56.709
their tools and techniques to start building
those relationships and to build that trust,
78
00:04:56.949 --> 00:04:59.189
and I suppose that's a lot of
the work that I do. So the
79
00:04:59.230 --> 00:05:02.230
virtual presence is about it's about inspiring
confidence. That's how I describe it.
80
00:05:02.430 --> 00:05:06.660
So if I'm presenting myself in this
small little box that we all find ourselves
81
00:05:06.699 --> 00:05:11.459
in. Yeah, in the best
possible way, and it's inspiring confidence and
82
00:05:11.540 --> 00:05:15.860
building confidence in you as my client. That starts to build a relationship,
83
00:05:15.860 --> 00:05:18.540
it starts to build a trust and
then you go deeper into what does that
84
00:05:18.699 --> 00:05:21.569
look like? So what do people
see? Because you know, the minute
85
00:05:21.610 --> 00:05:26.009
you've seen me this morning, you
created an impression of me, because we
86
00:05:26.129 --> 00:05:30.329
build judgments of people, yeah,
in the first nanoseconds of meeting them.
87
00:05:30.529 --> 00:05:33.689
So there's an opportunity there, especially
in the first engagement with a client,
88
00:05:34.009 --> 00:05:38.480
is to make sure that we're creating
that first impression and the judgment that they're
89
00:05:38.519 --> 00:05:42.319
making is the judgment that you want
them to make. So for me there's
90
00:05:42.360 --> 00:05:46.040
two things. I think in terms
of virtual presence, there is intensions.
91
00:05:46.279 --> 00:05:49.189
What's my intention coming on this call
this morning with you? How do I
92
00:05:49.310 --> 00:05:51.750
want to help you? How do
I want to make you see you?
93
00:05:53.029 --> 00:05:55.910
And we forget about this because we
think about ourselves when we're going on calls
94
00:05:55.949 --> 00:05:57.910
for clients. We think about what
do I want to get out of it?
95
00:05:58.110 --> 00:06:00.870
Yeah, my intention is how do
I want you to feel on this
96
00:06:00.990 --> 00:06:02.910
call? How do I want you
to perceive me on this call. And
97
00:06:02.990 --> 00:06:05.819
then the second bit is being present. I don't know, I see it
98
00:06:05.860 --> 00:06:10.259
all the time and I appreciate that. We're all zoom fatigue now at the
99
00:06:10.300 --> 00:06:13.660
stage and you could spend eight hours
on zoom every day. So it's really
100
00:06:13.699 --> 00:06:15.699
easy to get distracted. And you
know, I've got this beautiful view at
101
00:06:15.740 --> 00:06:19.009
my window, so it's very easy
for me to just glance at there or
102
00:06:19.089 --> 00:06:21.490
my phone. I never have my
phone on my desk when I want to
103
00:06:21.529 --> 00:06:26.370
call because it's just too easy.
Yeah, and I'm not present and the
104
00:06:26.449 --> 00:06:30.170
minute my eyes go down, especially
in this world, because we're seeing more
105
00:06:30.129 --> 00:06:33.680
in this environment than we're ever seen
in an office or in a meeting room
106
00:06:33.800 --> 00:06:38.639
because it's so intense. Yeah,
so if my eyes drift down to my
107
00:06:38.720 --> 00:06:42.480
phone, you know already that I'm
gone. Like I'm not present on the
108
00:06:42.560 --> 00:06:46.759
call. So having sort of an
intention in your mind and being present for
109
00:06:46.879 --> 00:06:50.990
me at the foundations of creating a
good virtual presence now absolutely now compacting on
110
00:06:51.069 --> 00:06:55.029
the some that and I think it's
kind of commen sense in a way,
111
00:06:55.110 --> 00:06:58.709
because you're right, you know,
you may be in yourn living room,
112
00:06:58.829 --> 00:07:01.220
you may be in your own office. I think it's a main set as
113
00:07:01.259 --> 00:07:04.540
well. If you present well,
I always been a big bivow that if
114
00:07:04.620 --> 00:07:10.100
you present well, you act well, and we always say to our team
115
00:07:10.139 --> 00:07:12.339
when they come in, when they
used to come in the office. So
116
00:07:12.420 --> 00:07:15.339
we need to present well. We
want we want people to our shots.
117
00:07:15.379 --> 00:07:17.050
We want people to look smart.
We don't want people to come and,
118
00:07:17.410 --> 00:07:21.009
you know, wearing trainnails and chuggings
and, you know, go on the
119
00:07:21.089 --> 00:07:25.569
office with hoodies and cap and flip
flops and stuff like that. You know,
120
00:07:25.610 --> 00:07:29.449
it's with not between the right mindset
technically, but also we've got clients
121
00:07:29.529 --> 00:07:31.639
coming all the time in the office
and we want to show them that you
122
00:07:31.720 --> 00:07:33.839
are bullished, we all slick.
You know that, all the sort of
123
00:07:33.920 --> 00:07:36.439
things. So that that makes topics
as in, and of course we should
124
00:07:36.439 --> 00:07:39.839
take you to the the actual war, but it's come in sense, I
125
00:07:39.959 --> 00:07:43.480
agree. But what I've seen,
Ray, is in the first six months
126
00:07:43.519 --> 00:07:46.350
a lot of things became acceptable.
So yes, actually pants, the hoodies,
127
00:07:46.589 --> 00:07:51.750
the Jessy made doug children running in
and I appreciate that all of that.
128
00:07:53.029 --> 00:07:55.310
Not all of us have offices,
you know, we're all living at
129
00:07:55.350 --> 00:07:57.990
home in the one house, so
it can be quite difficult, but I
130
00:07:58.069 --> 00:08:01.819
think as we move forward some of
that's not just going to be acceptable anymore.
131
00:08:01.980 --> 00:08:05.579
So we can't look like we just
rolled out yet we can't look on
132
00:08:05.740 --> 00:08:07.939
shaven hair all over the place,
you know, sitting there in a Hoodie
133
00:08:09.060 --> 00:08:11.930
in front of a client. For
me, yes, it's not inappropriate way
134
00:08:11.970 --> 00:08:16.129
of presenting yourself now. Absolutely,
I agree. So you developed a virtual
135
00:08:16.290 --> 00:08:20.610
presence framework. See here and feel. Can you please took us through the
136
00:08:20.730 --> 00:08:26.209
free stages of this from work?
Sure so, the first agency and that's
137
00:08:26.250 --> 00:08:28.759
the appearance that you see on the
screen. So it's how you groomed yourself,
138
00:08:30.160 --> 00:08:33.600
it's your background, it's the lighting. So we forget about the space
139
00:08:33.639 --> 00:08:37.879
around ourselves and lighting. The lighting
is hugely important because if you've got lovely
140
00:08:37.919 --> 00:08:43.190
natural life spancing off your face,
that creates energy in your fix. So
141
00:08:43.350 --> 00:08:46.830
you look more interested, you look
more alive, you look more engaged when
142
00:08:46.870 --> 00:08:50.870
you're having conversation. If you've got
like behind you, it can darken your
143
00:08:50.909 --> 00:08:54.990
face, if there's any sort of
shading or darkness over your face, you
144
00:08:54.029 --> 00:08:58.700
can look a bit shady and you
know into that's what the goods right now.
145
00:08:58.980 --> 00:09:03.179
My good the only yeah, so
it's the most appropriate place for you
146
00:09:03.299 --> 00:09:07.299
is to be facing into the window. Yeah, you face into the window,
147
00:09:07.620 --> 00:09:11.210
you'll see a different light bounds off
yourself there, you God. Yeah.
148
00:09:11.289 --> 00:09:13.690
So, and if you don't have
that beautiful natural light that you have,
149
00:09:13.169 --> 00:09:16.690
then having some sort of a lamp, especially going into winter now,
150
00:09:16.929 --> 00:09:18.970
you need to have some really good
lightings so people can see your face,
151
00:09:20.210 --> 00:09:22.450
because we don't have very much to
work with. We've got our head,
152
00:09:22.490 --> 00:09:26.399
we've got our shoulders, we've got
our hands, so all of that piece
153
00:09:26.639 --> 00:09:30.639
we need to present in the best
possible way. It's our body posture,
154
00:09:31.080 --> 00:09:33.480
you know. Do we look relaxed? Are we slumped looking into the screen,
155
00:09:33.519 --> 00:09:37.629
or are we sitting up in a
confident manner? Or shoulders showing that
156
00:09:37.750 --> 00:09:41.470
were relaxed? And there's all sorts
of tips and techniques that you can use
157
00:09:41.629 --> 00:09:46.549
to demonstrate confidence in your body.
So the second part is here, which
158
00:09:46.549 --> 00:09:50.509
is our communication. So it's how
we communicate in this environment and I've been
159
00:09:50.509 --> 00:09:54.139
very lucky over the years to manage
lots of virtual teams, so I've had
160
00:09:54.220 --> 00:10:00.100
lots of practice building relationships and communicating
in this environment, which is fantastic.
161
00:10:00.179 --> 00:10:05.100
So it's quite natural for me to
use my voice and the human voice.
162
00:10:05.259 --> 00:10:07.250
There's all sorts of interesting things we
can do with the human voice. So
163
00:10:07.289 --> 00:10:11.450
our pitch is really important. If
we're pitching too high, it can come
164
00:10:11.490 --> 00:10:15.289
across as nervous. If we're to
know, we could bore the pants off
165
00:10:15.409 --> 00:10:18.450
somebody. You know, our tone, so we can bring emotion into our
166
00:10:18.450 --> 00:10:20.799
voice. And again, all of
this we don't have a lot to work
167
00:10:20.840 --> 00:10:26.639
with. So when we're communicating,
so our voice becomes really important and building
168
00:10:26.639 --> 00:10:30.840
energy and expression into your voice and
using your body to do that. So
169
00:10:31.360 --> 00:10:33.519
that's why it's so important to sit
up when you're talking, because it opens
170
00:10:33.559 --> 00:10:37.269
your dire fragm and allows you to
breathe right into your belly, which allows
171
00:10:37.309 --> 00:10:41.750
you to project your voice in a
much better way. So communication is about
172
00:10:43.190 --> 00:10:46.549
how do we use our eye contact, how do we use voice, how
173
00:10:46.549 --> 00:10:50.700
do we use facial expressions and our
body to communicate and energy and our message,
174
00:10:50.779 --> 00:10:54.539
and then feels about that emotional connection
piece. It's about building those relationships
175
00:10:54.580 --> 00:10:58.139
and it's not about how you feel, it's about how you make other people
176
00:10:58.139 --> 00:11:01.139
feel. And so how do you
build those relationships? How do you and
177
00:11:01.379 --> 00:11:03.889
for me, as I said,
it's about intention, it's about presence and
178
00:11:05.090 --> 00:11:09.450
trust. It's all about trust and
it's about really understand the dimensions of trust
179
00:11:09.610 --> 00:11:11.889
and what are the sort of the
five different dimensions of trust and how do
180
00:11:11.929 --> 00:11:16.450
you work through those in a relationship, because the more trust you have,
181
00:11:16.610 --> 00:11:20.519
more influence you have and within a
sales organization influences everything. Right, so
182
00:11:22.399 --> 00:11:24.080
absolutely a lot of time on that
trust piece. Yeah, now, that
183
00:11:24.200 --> 00:11:28.399
makes perfect sense. Again, it's
interesting because the way you phrame is so
184
00:11:28.720 --> 00:11:31.399
stress common sense. But again,
I don't make we all think about it
185
00:11:31.559 --> 00:11:35.669
all the time, you know,
and in fact I'm thinking about it because
186
00:11:35.669 --> 00:11:39.230
I moved. I used to have
my yourmo FIS in. I just moved
187
00:11:39.269 --> 00:11:41.830
outs. In my previous House,
my Om fist was literally in front of
188
00:11:41.909 --> 00:11:45.629
the window and I would love to
have a little bit of certain in in
189
00:11:45.710 --> 00:11:48.179
the morning, you know, thirty
ten o'clock at that sudden comes through and
190
00:11:48.259 --> 00:11:52.100
I always had lights. And now
I moved to my new house where by
191
00:11:52.139 --> 00:11:54.620
your face is in front of the
wall and the window. It's a little
192
00:11:54.659 --> 00:11:56.860
bit on the side of and I
was I'm always trying to kind of move
193
00:11:56.940 --> 00:12:01.059
closer to the scream so I can
use them the light of the scream.
194
00:12:01.419 --> 00:12:03.049
Yeah, and I'M gonna change that. You say, so I'm going to.
195
00:12:03.090 --> 00:12:07.289
I'm going to make action from our
conversation today, just from the lighting,
196
00:12:07.330 --> 00:12:09.169
because I agree with you so much. Important to have the right lighting.
197
00:12:09.210 --> 00:12:13.129
It's important for people to see you, because you can't feel the emotion
198
00:12:13.210 --> 00:12:16.039
that you would have in person.
And I also hundred person agree with you.
199
00:12:16.120 --> 00:12:20.200
I think it's something sad to say, but as human being, within
200
00:12:20.320 --> 00:12:24.679
the first few seconds of seeing someone
we make an opinion of that someone.
201
00:12:24.960 --> 00:12:28.240
That opinion can be changed, but
you would take much more time to change,
202
00:12:28.519 --> 00:12:31.029
you know, an opinion rather than
creating a good one, a good
203
00:12:31.070 --> 00:12:35.909
impression to start with. So,
yeah, absolute common sense. Can I
204
00:12:35.990 --> 00:12:39.309
suggest you by yourself a ring life? So there're about twenty bucks, not
205
00:12:39.429 --> 00:12:41.389
expense what I was thinking. I
was thinking about this. You know,
206
00:12:41.470 --> 00:12:45.220
I don't call them ring later.
I think what you're speaking about that it's
207
00:12:45.299 --> 00:12:48.100
like instagram light, when you see
people doing like a yeah, they've got
208
00:12:48.139 --> 00:12:50.779
a little light in the eyes.
I'M gonna get one for the stuff of
209
00:12:50.860 --> 00:12:54.659
them. I'm gonna get one for
everyone. I'm going to buy your bulk
210
00:12:54.019 --> 00:12:56.899
bring like. I think. I
think, I think that makes sense.
211
00:12:56.139 --> 00:13:00.129
We should have that and you know, I have had some group session with
212
00:13:00.250 --> 00:13:03.049
the team recently because, again,
we want to try new things and I
213
00:13:03.169 --> 00:13:07.169
can't walk in the office anymore.
I can't take a plan to go to
214
00:13:07.769 --> 00:13:11.450
Dallas California anymore to meet the people
at work for us. So we are
215
00:13:11.490 --> 00:13:13.519
doing it online now and I find
it very, very, very difficult,
216
00:13:13.840 --> 00:13:16.799
even you know, I'm gonna wait
that a little bit, but even to
217
00:13:16.879 --> 00:13:20.039
it'll be true, when I do
a session and people don't put that camera
218
00:13:20.200 --> 00:13:24.559
on because I don't think and then
you mentioned something. Is Not about how
219
00:13:24.600 --> 00:13:26.039
you feel, this about how you
make the other people feel and I just
220
00:13:26.120 --> 00:13:30.750
feel bad that people don't want to
help me in that session. You know,
221
00:13:30.830 --> 00:13:33.710
if you do a training session with
someone, we cannot want to eld
222
00:13:33.789 --> 00:13:35.429
the gays weeks with training. If
you were got on training, you know
223
00:13:35.470 --> 00:13:41.070
how difficult it is your training and
to keep people on Gage. And I
224
00:13:41.190 --> 00:13:43.820
find it's a borderline rod really when
people don't thund that camera, because I
225
00:13:43.860 --> 00:13:48.100
cannot need that energy to get my
energy up Indus training session. So a
226
00:13:48.139 --> 00:13:52.299
way around that rays just to you
know, set the parameters before you even
227
00:13:52.299 --> 00:13:54.299
go on the calls. Just say
I have tried that. I'm gonna do
228
00:13:54.340 --> 00:13:58.049
it again. I'm gonna do it
again and again and again. Yeah,
229
00:13:58.129 --> 00:14:01.769
now, okay, so give people
plenty of advance because you don't know what's
230
00:14:01.809 --> 00:14:05.929
going on and people's homes right it
could be like yourself today having the cleaner
231
00:14:05.570 --> 00:14:09.200
hoovering behind you. So you know, there might be a reason, but
232
00:14:09.320 --> 00:14:13.840
I would, I would if you're
going and you and you're making the effort
233
00:14:13.919 --> 00:14:16.440
to bring that energy to that training
and you're dead rights. It's about respect,
234
00:14:16.480 --> 00:14:20.720
but make sure that you give people
plenty of warning and advance. That
235
00:14:20.000 --> 00:14:24.350
camera is a necessity. Okay,
yeah, make sense. Let's quish that.
236
00:14:24.389 --> 00:14:28.350
I've got for you is, could
you suggest how we can connect emotionally
237
00:14:28.429 --> 00:14:33.190
with our clients to enns engagement and
different relationship? Virtually sure. So,
238
00:14:33.549 --> 00:14:37.789
as I mentioned earlier, there's five
dimpensions to building trust for me, and
239
00:14:37.909 --> 00:14:43.059
their credibility, reliability, respect,
vulnerable and empathy. So they're the five.
240
00:14:43.340 --> 00:14:46.620
The first credibility is you know,
you know your stuff. You're in
241
00:14:46.740 --> 00:14:52.059
the job because you've got there for
a reason. You either have the qualifications
242
00:14:52.100 --> 00:14:56.090
or the experience to do your job, and that's the starting point of creating
243
00:14:56.169 --> 00:14:58.409
trust. Is I know what I'm
doing you can you can trust me that
244
00:14:58.409 --> 00:15:03.690
I will deliver a service to you. The second is reliability, and I
245
00:15:03.730 --> 00:15:07.720
think this is hugely important and we
don't we underestimate the power of reliability and
246
00:15:07.840 --> 00:15:11.799
this is the one thing that can
really a road trust. And it's the
247
00:15:11.120 --> 00:15:15.279
say do gap. That's what I
call it, and it's you say you're
248
00:15:15.320 --> 00:15:18.440
going to do something and then you
don't do it because like gets in the
249
00:15:18.480 --> 00:15:20.200
way. So, and it might
be the smallest little thing, like I'll
250
00:15:20.240 --> 00:15:24.389
send you that report that I spoke
about and I'll send it to you by
251
00:15:24.470 --> 00:15:28.350
this evening, and then you come
off this zoon call, you go straight
252
00:15:28.470 --> 00:15:31.350
onto the next one. You forgot
to take a note of it and it's
253
00:15:31.429 --> 00:15:33.990
lost. So then, yesterm are
the client comes chasing you to have that
254
00:15:35.070 --> 00:15:37.500
report and that's not good. So
I would say don't say it if you're
255
00:15:37.500 --> 00:15:41.340
not going to do it. I
would say, what's that expression? Under
256
00:15:41.379 --> 00:15:46.500
deliver and although promise, beliey promise
and under deliver in terms of I've got
257
00:15:46.580 --> 00:15:50.409
the leadership position, which is the
team about exactly that today. Brilliant.
258
00:15:50.490 --> 00:15:54.009
But yeah, I think it's messy
if, you know, not meeting expectations
259
00:15:54.049 --> 00:15:56.370
or promoting something to someone. I
think to be chased by your client is
260
00:15:56.450 --> 00:16:00.889
my Watt Mat now worst nightmare.
I would absolutely do with it. It's
261
00:16:00.929 --> 00:16:03.570
heard. For me is respect,
so that's, you know, respect to
262
00:16:03.649 --> 00:16:06.639
me is trying to up on time, presenting yourself in the right way,
263
00:16:07.159 --> 00:16:11.399
making sure that your tune into the
needs of the individual. You've got your
264
00:16:11.480 --> 00:16:15.279
present and your intentional on the call. Then we've got vulnerability, and that,
265
00:16:15.440 --> 00:16:18.309
for me, is just it's about
authenticity. It's about, if I'm
266
00:16:18.350 --> 00:16:22.429
not being real with you today,
Ray your feet through me in a nanosecond.
267
00:16:22.470 --> 00:16:26.669
Right. So it's about not putting
on a persona to get something off
268
00:16:26.750 --> 00:16:30.789
somebody. It's about showing up for
you, because I think you're in that
269
00:16:30.870 --> 00:16:34.059
job for a reason. Your personality
will take you to the place that you
270
00:16:34.139 --> 00:16:37.259
need to go with Ye, and
so I think authenticity is usually important.
271
00:16:37.500 --> 00:16:41.580
And then the last and the most
important empathy. And I think for salespeople,
272
00:16:42.259 --> 00:16:47.330
when we're talking to clients and we
hear a client talk about a problem,
273
00:16:47.570 --> 00:16:49.730
will jump in straight because we love
problems, because we're problem solvers.
274
00:16:49.850 --> 00:16:53.210
If I'm talking to you and I
hear something about okay, I'm just going
275
00:16:53.210 --> 00:16:56.250
to get in there now, because
I know exactly how I'm going to solve
276
00:16:56.289 --> 00:17:00.600
raise problem and we miss the nuance
of the conversation because we're not listening.
277
00:17:00.840 --> 00:17:04.160
So for me empathy is about listening
and it's about not jumping in, not
278
00:17:04.240 --> 00:17:07.759
trying to solve problems, but it's
really listening to what's going on and it's
279
00:17:07.759 --> 00:17:12.359
about understanding the impact on the individual. So if your client is coming and,
280
00:17:12.880 --> 00:17:17.150
like you said earlier, you know
you're performing at eighty percent but they're
281
00:17:17.150 --> 00:17:18.869
not happy that you're not at a
hundred percent, there's something behind that and
282
00:17:18.950 --> 00:17:23.430
it's not about a hundred percent,
because they recognize that nobody will ever get
283
00:17:23.430 --> 00:17:26.269
to a hundred percent. But there's
something going on behind it for them and
284
00:17:26.349 --> 00:17:32.140
if you're listening, you'll find out
what that impact is on the individual and
285
00:17:32.539 --> 00:17:34.380
on their organization. And I think
if you can figure that out, then
286
00:17:34.460 --> 00:17:37.900
you start to create empathy with that
person and you sit on the other side
287
00:17:37.940 --> 00:17:41.460
of the table with them, not
opposite to them, and that's what you
288
00:17:41.500 --> 00:17:44.180
want to do. You Watch the
same side of the table as the client.
289
00:17:44.289 --> 00:17:48.730
So I think for me a relationships
is that trust bit and empathy.
290
00:17:48.930 --> 00:17:52.569
Empathy and reliability probably the most two
most important element of building trust and once
291
00:17:52.609 --> 00:17:56.250
you have trust, you have that
relationship and you'll be able to influence.
292
00:17:56.289 --> 00:18:00.839
Yeah, so nicely put Dadaab that
music to my hears. You know,
293
00:18:00.920 --> 00:18:04.680
again, very common sense way to
put it together and very illow quents and
294
00:18:04.880 --> 00:18:07.640
in the delivery. So now I
think, I think that that's that's wonderful.
295
00:18:07.920 --> 00:18:11.200
Really appreciate that. Look becoming to
the NFL session today, which is
296
00:18:11.240 --> 00:18:14.829
a little bit unfortunate because I think, you know, it's we could have
297
00:18:14.910 --> 00:18:18.509
probably gone on far it a longer. Very excited about the conversation, Whiley
298
00:18:18.710 --> 00:18:22.430
so far, but if any of
our audience would let to engage Reasu or
299
00:18:22.430 --> 00:18:26.549
engage with step up step in post
through the conversation, what is the best
300
00:18:26.589 --> 00:18:30.980
way to get old of you?
So linkedin is the best way to contact
301
00:18:30.059 --> 00:18:33.819
me. So it's deered on again
and cut a name. Step up step
302
00:18:33.900 --> 00:18:36.579
in, as you said, if
you could direct messagely on Linkedin, that
303
00:18:36.660 --> 00:18:38.619
would be perfect. I'm still in
the process of building a website, so
304
00:18:40.099 --> 00:18:44.769
not quite there yet and my email
address is dear draft as step up Stependu
305
00:18:44.890 --> 00:18:48.970
ie on the F one. Many
things once again, lots of great and
306
00:18:48.049 --> 00:18:52.210
say to them it was great to
have under show my pleasure. Thank you,
307
00:18:52.250 --> 00:18:56.279
Ray. You've been listening to BEDB
revenue acceleration. To ensure that you
308
00:18:56.440 --> 00:19:00.079
never miss an episode, subscribe to
the show in your favorite podcast player.
309
00:19:00.680 --> 00:19:03.960
Thank you so much for listening.
Until next time.
