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Episodes
Each week we bring you, the small business owner, independent operator and entrepreneur, contentto help you work ON your business, not just IN your business.
Episodes
Thursday Jan 11, 2024
Thursday Jan 11, 2024
Beyond, "Thank you, come again": Advanced Strategies for Next-Level Customer Service
with Marc Haine
In a world where digital interactions are rapidly overshadowing traditional face-to-face exchanges, how do businesses evolve to meet the new standards of customer service?
🛎 In this episode, host and customer and employee experience strategist uncovers his CUSTOMER Framework with some advanced strategies for creating the next level of customer service.
We'll uncover:
👉🏼How the pandemic has reshaped customer expectations and service dynamics.
👉🏼The 'Personalization Paradox' – the struggle to deliver tailor-made experiences through digital platforms.
👉🏼The CUSTOM framework – a comprehensive six-step process designed to transform and enhance customer service practices.
👉🏼Real-life examples and actionable insights to help your business thrive in both digital and physical customer interactions.
Tuesday Jan 09, 2024
Tuesday Jan 09, 2024
The Emotionally Strong Leader
with Carolyn Stern
Have you ever wondered why, despite a flawless business strategy and a competent team, something still feels amiss? Perhaps you've noticed a lack of depth in team engagement, a missing spark in productivity, or an undercurrent of disconnection.
🛎 In this episode, we're joined by Carolyn Stern, a celebrated EI expert, to dissect how the lack of emotional awareness and understanding can silently undermine leadership effectiveness and organizational success. We cover steps you can take today to shore up and build your Emotional Intelligence, making you a more effective leader.
Get Carolyn's Book, "The Emotionally Strong Leader: An Inside-Out Journey to Transformational Leadership" at https://amzn.to/4795leK
About Carolyn
Carolyn Stern is the President and CEO of EI Experience—an executive leadership development and emotional intelligence training firm.
She is a certified Emotional Intelligence and Leadership Development Expert, professional speaker, award-winning author, and university professor.
Since launching her book, The Emotionally Strong Leader: An Inside-Out Journey to Transformational Leadership, Carolyn has quickly gained acclaim following her appearances on The Social, CTV Your Morning, Daytime Chicago, and Global TV.
Her book was awarded the Axiom Book Award for the Best Business Book in 2023 in the leadership category and the 2022 Foreword INDIES Book of the Year Award in the career category.
She has also been featured in various media outlets across the globe, including Forbes, Fast Company, The European Business Review, The Globe and Mail, and Inc.com.
Carolyn’s emotional intelligence courses and modules have been adopted by top universities, and she has trained over 35,000 business leaders across the continent in highly regarded corporations.
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Connect with Carolyn
https://carolynstern.com/
https://eiexperience.com/
IN: https://www.instagram.com/carolynstern/
FB: https://www.facebook.com/CarolynSternEI
TW / X: https://twitter.com/carolynstern
LI: https://www.linkedin.com/in/carolynstern/
YT: https://www.youtube.com/CarolynTalks
Media: https://www.youtube.com/CarolynTalks
Thursday Jan 04, 2024
Thursday Jan 04, 2024
Unleash the Secrets to Reigniting a New Passion for Your Small Business
with Tom Freeman
As business operators, we often get stuck in the mire of daily crises, to-do lists, and customer and employee demands.
Week after week, month after month, and even year after year, we are so busy working IN our business that we don't take time to work ON our business. And it's the people who are affected.
🛎 In this episode, the Culture Re-Igniter, Tom Freeman, will pull back the curtains on what it takes to re-ignite the fire you once had and spread that passion to all your stakeholders.
About Tom
Tom is the Managing Partner for Pacific Advisors Nevada. He creates opportunities for his advisors and their teams to carry out the company’s mission: Live A Good Life For the Rest of Your Life.
When he’s not working, he’s spending time with his wife, Sheryl, their two rescue dogs, and almost 200 houseplants. He’s the proud father of two adult sons and the delighted grandpa to two adorable granddaughters.
Connect with Tom
www.pacificadvisors.com/tom-freeman
https://www.facebook.com/tom.freeman.75470/
https://www.linkedin.com/in/tom-freeman-959053109/
https://www.instagram.com/take_the_mulligan/
Monday Jan 01, 2024
Monday Jan 01, 2024
Navigating the New Norm: Modern Retention Strategies
with Cara Silletto
In today's rapidly evolving business landscape, companies are grappling with a costly and pervasive issue: excessive employee turnover. With changing workforce dynamics, traditional retention strategies are falling short, leading to financial strains, diminished team morale, and stunted organizational growth.
🛎 In this episode, we dive deep with retention expert Cara Silletto to uncover actionable insights and solutions to this pressing challenge.
Get Cara's Book: Staying Power: Why Your Employees Leave and How to Keep Them Longer
About Cara
Retention expert and keynote speaker, Cara Silletto, was named a “Game Changer” by Workforce Magazine. Recruiter.com listed her in their “Top 10 Company Culture Experts to Watch.” She’s the author of the book, “Staying Power: Why Your Employees Leave & How to Keep Them Longer.”
And her MBA allows her to quantify the costs and issues caused by excessive employee turnover today. As the President & Chief Retention Officer at Magnet Culture, Cara and her team work with clients across the country to reduce their unnecessary employee turnover.
Connect with Cara
www.WeReduceTurnover.com
www.CaraSilletto.com
www.LinkedIn.com/in/carasilletto
www.YouTube.com/MagnetCulture
Read the rest of this entry »
Thursday Dec 28, 2023
Thursday Dec 28, 2023
Bring the Energy back into Your Workforce
with Rebecca Ahmed
There is a lack of engagement and motivation at work. This lack of engagement and motivation directly ties to low retention, low productivity, and high turnover costs.
🛎 In this episode, the Founder of Energetic Impact, Rebecca Ahmed, pulls back the curtains on what it takes to energize our people.
About Rebecca
Rebecca Ahmed is an award-winning speaker, business consultant, and Energy Leadership Index™ Master Practitioner, which is an exclusive training in personal energy and how we can experience, express, and expand it in ourselves and others. Her deep real-world expertise derives from a decade plus spent as a People Services (HR) leader at some of the largest casino and resort chains worldwide, including Wynn & Encore Las Vegas, Marriott Hotel & Resorts, and Pinnacle Entertainment. Caesars Entertainment, the largest casino-entertainment company in the U.S. retained Rebecca as their new “Chief Energy Officer” in 2021. Her role included speaking twice monthly on how to shift their emerging leaders’ energies from surviving to thriving using energetic success principles at their Emerging Leader Summits across their 55 U.S.-based properties.
Rebecca has been featured in and written for a variety of publications including Forbes, Apple News, and Elite Daily. As the founder of Energetic Impact, her upcoming book The Energy of Success: Power Up Your Productivity, Transform Your Habits, and Maximize Workplace Motivation, will be ready for pre-orders early 2024.
Connect with Rebecca
www.energeticimpact.com
https://www.linkedin.com/in/rebecca-ahmed-802a9514/
IG: rebeccaeahmed
Tik Tok: rebeccaeahmed
Monday Dec 25, 2023
Monday Dec 25, 2023
Revolutionise Your Recruitment with the Astounding Power of Marketing
with Jennifer Layman
As an employer, you no doubt struggle to find quality candidates, resulting in wasted time and resources, and the significant financial and operational consequences of this recruitment challenge.
🛎 In this episode, Jennifer Layman reveals how marketing techniques can revolutionise your hiring process, helping you attract top talent efficiently and effectively. We'll put a spotlight on how to recruit employees with better results, save time, and cut recruitment costs.
About Jennifer
As a marketing consultant for 17 years, Jennifer Layman has spent her career finding ways for businesses and organizations to reach more people and build awareness of what they have to offer. The results? More customers, more donors, more employees, more of what they wanted! A former professional golfer, Jennifer knows that you have to do certain things in a certain way in order to get the results you want, and that led her to publish her first book - Forward Thinking for Your Business - in 2023. A relentless problem-solver and innovative thinker, Jennifer finds solutions that work for organizations that want to be the best in their field.
Connect with Jennifer
www.fwdthink.ca
www.facebook.com/fwdthinkmarketing
www.linkedin.com/in/jenniferlayman/
Read the rest of this entry »
Monday Nov 20, 2023
Monday Nov 20, 2023
Avoiding Overcommitment: The Art and Science of Healthy Boundaries
with Sheryl Green
The high demand and pressure midlevel and frontline managers feel creates a relentless cycle of stress, and the lack of healthy boundaries magnifies the impacts, leading to diminished business outcomes, strained relationships, and jeopardized mental health.
🛎 In this episode, customer and employee experience strategist and host, Marc Haine sits down with The Boundary Sage, Sheryl Green, to pull back the curtain on the dangers of unhealthy boundaries, both internal and external, and will arm you with knowledge on how and when to communicate boundaries effectively. Plus, we will guide you through managing situations when people fail to respect your boundaries.
GET SHERYL'S NEW BOOK - "YOU HAD ME AT NO": https://amzn.to/3LIr4Sc
About Sheryl
Sheryl Green has taken “people-pleasing” to Olympic levels. For decades, she put everyone else’s needs above her own… until she hit a metaphorical brick wall.
After committing to one too many responsibilities, Sheryl discovered the importance of boundaries… okay, she actually discovered that boundaries were even “a thing.” Now she works with individuals and organizations to establish healthy boundaries to improve relationships, communication, and well-being.
Sheryl is the author of six books, including You Had Me at “No.” She has also dedicated her life to providing a voice for those who cannot speak and donates her time, talent, and money to animal rescue.
Sheryl holds a Master’s Degree in Forensic Psychology and has worked in Mental Health, Customer Service, Public Relations, Education, and the Non-Profit world, bringing a unique blend of experience and insight to her audiences.
When she’s not working, she’s spending time with her husband and their two fur babies, doing yoga, and tending to 180 houseplants.
Connect with Sheryl
www.sherylgreenspeaks.com
https://www.linkedin.com/in/sherylgreen/
https://www.instagram.com/sherylgreenspeaks/
https://www.facebook.com/youhadmeatno
https://www.tiktok.com/@sherylgreenspeaks
Monday Nov 13, 2023
Monday Nov 13, 2023
Dare, Deliver, Discover: A Debt Collector’s Guide to Growth
with Krista Walsh
Most entrepreneurs are like Marc's guest for this episode. Boldly starting a business without business knowledge. But pushing boundaries and embracing unfamiliar situations can be both a path to self-discovery and a key to business success.
🛎 In this episode, Founder of KC Collect!, Krista Walsh sheds light on the unexpected connections between small life events and the profound learning experiences they can offer.
Throughout her adventures as a debt collector, Krista has faced challenges and met characters that many can only imagine. Through it all, she has emerged with insights that resonate with business operators and managers alike.
About Krista
Krista Walsh was a failure. At twenty years old she had been fired three times in six months from her career as a dental assistant. As she had to re-evaluate her career path (and face unemployment), Krista moved back home with her parents to work in her family’s home heating business. Driven by the fear of failure, she studied and researched account receivable strategies and policies. In 2008 Walsh became the first Canadian graduate of the International Center for Collection Professionals which aided her when she opened the doors of her own credit and resource company "KC Collect!", the first and only woman owned collection agency in Atlantic Canada.
Today Krista is a multifaceted entrepreneur, author and speaker with businesses spanning from debt collection to fitness. She has been named an Emerging Leader for Atlantic Canada (twice), Chamber of Commerce’s Entrepreneur of the Year, Canada Association of Professional Speaker’s Rising Star and has developed into one of Canada’s leading young entrepreneurs.
Connect with Krista
www.kccollect.com
Read the rest of this entry »
Monday Nov 06, 2023
Monday Nov 06, 2023
Unlock the Opportunities You Deserve
with Lisa Bragg
Many high-achievers and professionals remain unseen and unheard, missing out on pivotal opportunities due to a reluctance or inability to strategically self-promote and communicate their value, often stemming from societal and cultural norms around humility and fear of appearing arrogant.
Is bragging really as bad as it sounds? How can you effectively communicate your value without coming across as arrogant? And most importantly, how can you become your own advocate to seize the opportunities you deserve?
🛎 In this episode, Marc sits down with The Bragging Expert, Lisa Bragg. They will debunk cultural myths about self-promotion, and provide actionable steps to talk about your work with confidence and authenticity. If you're a business operator or manager wondering why opportunities seem to pass you by, this episode is a must-watch.
Get Lisa's Book, Bragging Rights: How to Talk about Your Work Using Purposeful Self-Promotion
About Lisa
Lisa Bragg has literally written the book on how to talk about success. Her book Bragging Rights: How to Talk about Your Work Using Purposeful Self-Promotion released in May. She is a speaker, advisor and professional mentor. Lisa is the founder of MediaFace, a Toronto-based content and consulting firm. She was also a TV reporter and anchor for 15 years.
Connect with Lisa
https://www.lisabragg.com/
LinkedIn in/lisabragg
Instagram @ThatLisaBragg
Monday Oct 23, 2023
Monday Oct 23, 2023
Navigating Growth: Unraveling the 4 Levels of Business Awareness
with JJ Brun
In the fast-paced world of business, leaders often grapple with understanding the intricate dynamics of their teams. This lack of insight can lead to challenges in communication, reduced efficiency, conflicts, and difficulties in achieving buy-in for new initiatives.
🛎 In this episode, Marc sits down with the Retired Spy, JJ Brun to decode human dynamics to help leaders to better read their teams, foster efficient communication, secure buy-in for initiatives, and ultimately lead their businesses toward sustainable growth.
About Jean Jacques
Better known as “The Retired Spy”, JJ Brun is a three-time award-winning speaker, international best-selling author and the DISC Trainer of Trainers.
In 1999, after serving in the Canadian Armed Forces (15 years within the Intelligence Branch), he founded DHC TrainingSolutions, a training and consulting company where here directs all his field-acquired intelligence into informing and enlightening people in the field of Human Behaviour and effective communication practices.
Utilising his extensive human behaviour knowledge and discreet communication tactics, JJ can get the best out of every individual and team member in your organisation.
Connect with JJ
www.TheRetiredSpy.com
https://www.facebook.com/theretiredspy
https://www.linkedin.com/in/theretiredspy/