Author: Jess Dewell

Program 97 – The Language of Listening

[podcast src=”https://html5-player.libsyn.com/embed/episode/id/5851859/height/75/width/600/theme/standard/autonext/no/thumbnail/yes/autoplay/no/preload/no/no_addthis/no/direction/forward/” height=”75″ width=”600″] Ralph Young joins Jess Dewell to discuss the language of listening as it pertains to client relationships, so we can learn to better respond to situations we find ourselves in and achieve the results we want. The ability to listen is an underutilized tool. Whether in sales, negotiations, marketing, or our kids and our loved ones we can improve the response to what we say by listening first. We can feel it when our conversations take a turn, and we don’t know the reason we can look to our listening to inform us. Ralph Young,...

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Program 96 LIVE – What We Mean, Not What We Say

[podcast src=”https://html5-player.libsyn.com/embed/episode/id/5850537/height/75/width/600/theme/standard/autonext/no/thumbnail/yes/autoplay/no/preload/no/no_addthis/no/direction/forward/” height=”75″ width=”600″] When we let go of our focus on exactly what message we want to convey and don’t think about the words tumbling out of our mouths, we can find ourselves in the midst of a major miscommunication. When we let go of our focus on exactly what message we want to convey and don’t think about the words tumbling out of our mouths, we can find ourselves in the midst of a major miscommunication. This situation can be mitigated by intention and thoughtfulness … a few moments to consider what words best convey what we...

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Program 95 – Danger of too Much Diversification

[podcast src=”https://html5-player.libsyn.com/embed/episode/id/5834674/height/75/width/600/theme/standard/autonext/no/thumbnail/yes/autoplay/no/preload/no/no_addthis/no/direction/forward/” height=”75″ width=”600″] Jess Dewell hosts panelists Ryan Marchman and Jimmy Godard to discuss (and answer) this question: “When we realize there are too many things going on and nothing is getting done, what do we do about it?” Too busy! Scope creep! Stalled! Stuck! Overwhelmed!!! These are just a few of the experiences and feelings that occur when we’ve taken on too much. What if we noticed ourselves, our team, our company going down that path before realizing we’re stretched too thin? We can choose to look for that path, and use its trail to inform ourselves...

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Program 94 – Integrity: We Have It Until It’s Gone

[podcast src=”https://html5-player.libsyn.com/embed/episode/id/5826751/height/75/width/600/theme/standard/autonext/no/thumbnail/yes/autoplay/no/preload/no/no_addthis/no/direction/forward/” height=”75″ width=”600″] The elements of integrity – and how to keep integrity – is by knowing ourselves. With over 70 people visiting The Voice of Bold Business in the last year, we’ve heard many experiences that point to something – a tangible quantity that exists on our periphery. Something that comes from within ourselves, yet is only as strong as others’ perceptions of us. Something we all start with and we all have. Through our choices we either keep or lose this most essential presence. Trust is a part of what I’m describing; trust, though, can be...

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Program 93 – Leaders Who Create Productive Teams

[podcast src=”https://html5-player.libsyn.com/embed/episode/id/5808878/height/75/width/600/theme/standard/autonext/no/thumbnail/yes/autoplay/no/preload/no/no_addthis/no/direction/forward/” height=”75″ width=”600″] Obtaining that first follower is a milestone in the journey a good leader. Today we are talking about the traits and importance of the connection that occurs when someone accepts an invitation to follow. To be a leader, there must be followers. Followers recognize something that allows them to give a person a chance to lead … something more than just “leadership.” For executives and business owners, this relationship can be tenuous. To be a leader, there must be followers. Followers recognize something that allows them to give a person a chance to lead …...

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Program 92 – Lead With Personality

[podcast src=”https://html5-player.libsyn.com/embed/episode/id/5788478/height/75/width/600/theme/standard/autonext/no/thumbnail/yes/autoplay/no/preload/no/no_addthis/no/direction/forward/” height=”75″ width=”600″] Steve Rohr joins Jess to discuss ongoing changes in a) how we judge what a brand stands for and b) how to invite people to join our company to deliver the brand promise.  The mission of a company is more critical today than ever before. With a shift from a desire from possessing something from and identifying with a brand, to choosing brands that believe in the same things we do … how we used to define a brand has changed. The actions of a single individual impacts both the perception of what a brand...

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Program 91 – Stop the Customer Service Excuses

[podcast src=”https://html5-player.libsyn.com/embed/episode/id/5788478/height/75/width/600/theme/standard/autonext/no/thumbnail/yes/autoplay/no/preload/no/no_addthis/no/direction/forward/” height=”75″ width=”600″] When it comes to customer service, excuses are the quickest way to lose credibility and trust with a customer. You know it. I know it. We all know it. Excuses…excuses…show up in many forms for many reasons. (Sometimes they are disguised as reasons.) When it comes to customer service, excuses are the quickest way to lose credibility and trust with a customer. Today, Jess Dewell speaks with Carmen Rojas, a digital marketing executive, about how to stop the customer service excuses. Starting The Conversation: What are the common excuses businesses use in customer service and...

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Program 90 Live 9/26 Investing in Our Tomorrow, Get Results Today

[podcast src=”https://html5-player.libsyn.com/embed/episode/id/5779228/height/75/width/600/theme/standard/autonext/no/thumbnail/yes/autoplay/no/preload/no/no_addthis/no/direction/forward/” height=”75″ width=”600″] The choices we make today can give us results right now AND build our skills for future success. The crux between immediate results and mastery (of anything) is time. We’ve all been told the one thing every human has in common is the amount of time in a day, and what we do with it matters. There is incredible value in seeking stories and experiences of those that came before us. Regardless the circumstances or reasons, we are choosing what we do today. When we stop and look at today’s priorities, we can tell whether...

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Program 89 – What We Can Actually Control

[podcast src=”https://html5-player.libsyn.com/embed/episode/id/5764380/height/75/width/600/theme/standard/autonext/no/thumbnail/yes/autoplay/no/preload/no/no_addthis/no/direction/forward/” height=”75″ width=”600″] The first thing we must do to fix customer service teams is to ask a single question…and we can control it. Training provides a base for shared meaning, to prepare employees, and give them a foundation to look for ways to improve both themselves and their process. And support. Support that the metrics we use match the expectations we have for interacting with customers. The more perspective we can give our customer service teams the more customer centric their mindset. Jess Dewell talks with Adam Toporek, an internationally-recognized customer service expert, about customer service and...

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