Liza Pavlakos (lizapavlakos.com) – Adversity Transforms Lives

active CEO Podcast #16 Liza Pavlakos Adversity Transforms Lives

Liza Pavalakos – Founder LizaPavlakos.com

On this episode of the active CEO Podcast, we are blessed to hear a compelling insight into the incredible life of Liza Pavlakos, from being physically and sexually abused, raped, homeless, kidnapped, tortured and human trafficked, to leading highly successful businesses and becoming an acclaimed international speaker, with limited high school education and no business training. We discuss overcoming and coping with adversity, starting a business with no education or business education, selling the service before the product, treating everyone as human beings, being proud to talk about your adversities, first knowing your ‘why’ before you know your ‘how’, and how she leads an active CEO lifestyle. This is one episode of the active CEO Podcast that you do not want to miss.

Background

Liza Pavlakos is a beautiful lady who has emerged from the depths of misery, frustration of powerlessness, humiliation of sexual and physical abuse, heartache of abduction, loneliness as a homeless teenager, hopelessness of being human trafficked and hardships of poverty, to rise up and lead a highly successful life as a businesswomen and international motivational speaker.

Her grit and determination to turn around her life, overcome adversity, understand life is worth living, be exceptional and become a successful entrepreneur, has led her to inspiring and motivating many people around the world.

She broke through barriers and bounded over obstacles, as a young self-taught entrepreneur and philanthropist, to transform Minibar Piccolo into a popular Melbourne café, successfully grow Finest Alterations from a struggling business to a thriving profitable five-outlet franchise, and at the age of 23, plan and stage the Miss India International Pageant generating $100,000 in ticket sales.

This remarkable woman inspires hope, empowers audiences, energises people and transforms lives with her moving story, beautiful soul, lasting imprint and infectious optimism. She shares her story and message around the globe through the Liza Pavlakos Foundation, www.lizapavlakos.com and with global companies such as CNN, Ritz Carlton, PWC, Qatar Airways, Colonial and ANZ.

Liza talks about:

  • Being exceptional about the way we think about the situations that be fall us and being the best version of yourself that you can be.
  • How we choose to handle adversities, is what defines us.
  • Being physically and sexually abused from the age of six by her uncle and cousin, who she really loved and trusted.
  • Feeling unheard at the age of 15 she developed depression, which led to an addiction to suicide and running away from home at the age of 17.
  • From a very sheltered Malaysian Islamic background, to being homeless and alone on the streets of Melbourne in Australia.
  • Being kidnapped by a stranger while walking home from school, to a destination she did not recognize and tortured for 8 hours till she was a knife edge away from death as she was given her last rights.
  • Feeling the heartbeat of her first child made her feel that she was loved, that she had a sense of purpose and to be the best version of myself.
  • Coming up with her first business idea that resulted in a $100,000 profit, Miss India International beauty pageant, with zero start up and a baby in her hand.
  • Empowering women and girls that have been abused themselves, but who weren’t able to articulate it or come out in the open.
  • Feeling the calmness come over you when tragedy is about to strike you
  • An Uber ride in the Middle East with her cameraman and assistant that led to being held at a prison and the uncovering of a human trafficking ring of over 350 people who had been gagged, murdered and burnt as military intelligence saved their lives.
  • Suffering and coping with Post-traumatic stress syndrome, and now having the courage to make change and talk about it. .
  • Having to ask customers how to make a Latte during her first days at Minibar Piccolo.
  • The product should always be good, but it is always selling the service first before the product.
  • Treating everyone as human beings as everyone has a story.
  • Treating everyone who works with her as family members and they all will have a vested interest in the business.
  • Staying calm, relaxed and focused on the person or people who need you to be strong, during moments of vulnerability.
  • Seeing people from the eyes of love, forgiveness, empathy and understanding that it makes the world of difference.
  • Know your “why” and then you will know your “how”.
  • The purpose of the Liza Pavlakos Foundation.
  • Teaching her children that they don’t need to shy away from anything and they don’t have to worry how people perceive them.
  • Waking up in the morning, preparing food for dinner, going to the gym, doing something for her, listening to music and reading books.
  • When travelling she always ensures that she has arranged a trainer ahead of time.
  • Her soon to be released book – Voiceless No More

Active CEO Wellness Tip

Ben and Craig discuss the importance of getting active in the workplace. Extended periods of time spent sitting can result in chronic back pain, cardiovascular disease, muscle deterioration, decreased productivity and even poor mental health. It supports a sedentary lifestyle that could also lead to weight gain, poor cardiovascular health, weakened muscles, stiff joints, and even diabetes.

Tweets

“The adversities are the very thing that makes them beautiful, that make them unique, that make them resilient, that make them strong.” Overcoming adversity with Liza Pavlakos on the active CEO Podcast.

“I am proof that a person can prevail against seemingly insurmountable circumstances if they have perseverance and the right mindset.” Liza Pavlakos on being consistent in the pursuit of her dream, on the active CEO Podcast.

 

Resources Mentioned in this show:

Liza Pavlakos LinkedIn

Liza Pavlakos www.lizapavlakos.com

Liza Pavlakos Facebook

Liza Pavlakos Instagram

Finest Alterations link

www.nrg2perform.com

craig@nrg2perform.com

Craig Johns LinkedIn

Ben Gathercole LinkedIn

Ben Gathercole Performance Coaching www.bengathercole.com.au

Recommended Reading:

Better Than Winning – Ben’s best selling book

Previous active CEO Podcast Episodes:

#15 – Michael Sewards (SkyBus) – All Aboard the SkyBus Link
#14 – Jamin Heppell & Jen Ziegner (Mountains & Marathons) – Leading From the Mountain Tops Link
#13 – Chris Dean (Choice Energy) – Disrupting the Energy Spectrum link
#12 – Kate Palmer (Sport Australia) – Changing the Game link
#11 – Tim Cosulich (Fratelli Cosulich Group) – Navigating the Global Family Business link
#10 – Dr Ndidi Nnoli-Edozien (Rising Tide Africa) – Magic Happens Outside the Comfort Zone link
#9 – Mike DeNoma (KBZ Bank) Part #2 – Creating an Earthquake link
#8 – Mike DeNoma (KBZ Bank) Part #1 – Your Strengths are What Energise You link
#7 – Trina Gordon (Boyden World Corporation) – Recruiting World Leaders link
#6 – Indiran Padayachee (RentCorp) – Winning Only Matters link
#5 – Suzie Hoitink (Clear Complexions) – Enemy of a Great Life is a Good One link
#4 – Rene Zondag (PBI) – People Are Our Greatest Asset link
#3 – Anne Gripper (NSW Office of Sport) – 6 C’s of Leadership link
#2 – active CEO Intro (NRG2Perform) Part 2 link
#1 – active CEO Intro (NRG2Perform) Part 1 link

Jamin Heppell & Jen Ziegner (Mountains & Marathons) – Leading From the Mountain Tops

active CEO Podcast #14 Jamin Heppell & Jen Ziegner Leading From the Mountain Tops

Jamin Heppell & Jen Ziegner – Founders Mountains and Marathons

On this episode of the active CEO Podcast, Craig Johns and Ben Gathercole speak with Jamin Heppell and Jen Ziegner about how they are transforming not only their clients, but also their own lives; being the best version of yourself; connecting with the community; purpose driven businesses; aligning personal and business values; and the catalyst for Mountains & Marathons.

Background

Jamin Heppell and Jen Ziegner are a dynamic duo, who combine their passions and purpose in life with other people all around the world. They maybe young, but are very wise when it comes to human development. Their lives involve finding some amazing physical challenges and combining it with helping people improve their mental, emotional and leadership performance.

As Founders of Mountains & Marathons, they have had quite different careers. Jamin was a strength & conditioning coach at Essendon Football Club and is a serial entrepreneur founding 5 companies in the last ten years. Jen is passionate about personal development, having spent time with Tony Robbins and the Robbins-Madanes Training as a strategic intervention coach. She loves consulting, coaching and advising people on how to unlock and optimise their potential.

Mountains & Marathons, the most adventurous leadership program, is a 6-month leadership program that develops courage, clarity and confidence. Every program finishes with an epic physical challenge: Running a marathon or climbing a mountain in one of the world’s most extraordinary locations, such as Patagonia, Mount Kilimanjaro, Mount Blanc, San Francisco and the Everest Basecamp.

Jamin & Jen talks about:

  • Getting off the hamster wheel of the entrepreneurial game
  • If I could be doing anything in the world right now, what could I be doing?
  • Running marathons and climbing mountains all around the world
  • We are in control of the choices we make.
  • Taking on challenges that put me out of my comfort zone.
  • Having a deeper sense of connectedness with people and recognising the value of bringing community, bringing people together had on ones greater sense of health and wellbeing.
  • Leveraging the power of sport to be a greater transformative agent in grass-root communities.
  • The passion for entrepreneurship and purpose driven businesses.
  • Being agile, coping with a life of uncertainty and being a risk-taker.
  • How an Impact Investment Australia event at Street Coffee led to Jamin and Jen meeting for the first time.
  • Taking the bold move and “doing it my way”.
  • The catalyst to Mountains & Marathons.
  • Supporting people to gain greater clarity, courage and confidence through taking on a 6-month leadership program that centres around an epic physical challenge such as running a marathon or climbing a mountain.
  • How do you level up in all areas of life that are important to you, including health, family life, mental and emotional wellbeing and ultimately developing the whole person.
  • How the more you give leads to the more you get.
  • Their core values of courage, adventure, integrity and contribution.
  • The power of serving people to transform their lives.
  • How can you leverage an epic physical challenge and doing something that you didn’t think you could do, to transform other aspects of your life.
  • Some of the incredible transformational stories from the Mountains and Marathons program, including bouncing back from divorce, taking the brave step to change careers in the pursuit of happiness and weight loss through rising to the roof of Africa.
  • Showing up every day in alignment with what we are asking our clients to do in their programs.
  • Being along on stage with two left feet when doing the Bachata Latin dance in front of highly experienced dancers.

Tweets

“Feeling trapped inside, thinking I have to keep doing this, my community needs me, what will people say if I stop.” Jamin Heppell on the active CEO Podcast.

Active CEO Wellness Tip

Ben and Craig talk about how to deal with limited time and changing up your commute to and from work. They discuss walking, riding or running to work, rather than getting frustrated while sitting in traffic or waiting for public transport. They unveil the fitness commute as a great way for CEO’s and leaders to fit exercise into their busy schedule. They mention that your training can be completed by the time your walk into the office and the value of de-cluttering and clearing your mind before your step inside the house.

 

Resources Mentioned in this show:

Jen Zeigner LinkedIn

Jamin Heppell LinkedIn

Mountains & Marathons website

Robbins –Madanes Training Centre Link

Game Changers Australia Link

Impact Investing Australia Link

www.nrg2perform.com

craig@nrg2perform.com

Craig Johns LinkedIn

Ben Gathercole LinkedIn

Ben Gathercole Performance Coaching www.bengathercole.com.au

Recommended Reading:

Better Than Winning – Ben’s best selling book

www.nrg2perform.com/portfolio/book

Previous active CEO Podcast Episodes:

#13 – Chris Dean (Choice Energy) – Disrupting the Energy Spectrum link
#12 – Kate Palmer (Sport Australia) – Changing the Game link
#11 – Tim Cosulich (Fratelli Cosulich Group) – Navigating the Global Family Business link
#10
– Dr Ndidi Nnoli-Edozien (Rising Tide Africa) – Magic Happens Outside the Comfort Zone link
#9 – Mike DeNoma (KBZ Bank) Part #2 – Creating an Earthquake link
#8 – Mike DeNoma (KBZ Bank) Part #1 – Your Strengths are What Energise You link
#7 –
Trina Gordon (Boyden World Corporation) – Recruiting World Leaders link
#6 – Indiran Padayachee (RentCorp) – Winning Only Matters link
#5 – Suzie Hoitink (Clear Complexions) – Enemy of a Great Life is a Good One link
#4 – Rene Zondag (PBI) – People Are Our Greatest Asset link
#3 – Anne Gripper (NSW Office of Sport) – 6 C’s of Leadership link 
#2 – active CEO Intro (NRG2Perform) Part 2 link
#1 – active CEO Intro (NRG2Perform) Part 1 link

Kate Palmer (Sport Australia) – Changing the Game

active CEO Podcast #12 Kate Palmer Changing the Game

On this episode of the Sportspeople Recruitment active CEO Podcast, Craig Johns and Ben Gathercole talk with Kate Palmer about finding her dream job, where she combines her passion for sport, and desire to improve the health and wellbeing of a nation. We delve into her role of leading and catalysing the Australian sport industry to encourage more Australians to become more active, and shape the future of elite and grassroots sport.

We also discuss topics such as transformational change, reducing layers of compliance, the future of sport business structures, the new ‘move it’ campaign, and how she implements health and wellness into the team at Sport Australia.


Kate Palmer

Kate is one of the leading female CEO’s in the global sport industry. In January 2017, Kate took the reigns of the Australian Sports Commission, which has since been rebranded Sport Australia. She has a successful record in leading transformational organisation change, instilling good governance and providing excellent people management at organisations such as Netball Victoria and Netball Australia.

Growing up in regional Victoria, Australia in the town of Shepparton, Kate fell in love with sport playing netball, softball and was a keen waterskier. She studied a Honours Degree in Applied Science at Royal Melbourne Institute of Technology and a Masters of Sport Management at Deakin University. In 2014, Kate was awarded the AIS Sports Performance Leadership Award. Her passion for sport extends to governance roles at the Australian Commonwealth Games Association, Victoria Institute of Sport, Australian Sports Anti-Doping Authority, International Netball Federation and the Melbourne Cricket Ground.

Known for her ability to engage a diverse audience, she values having different voices and opinions at the table. She knows that to influence a system you need to get inside it, be reasonable and don’t give up. As a leader she believes in working with people in a team, showing them a vision for the future and being truly authentic.


Kate talks about:

  • Her memories of sport as a young child.
  • Growing up in rural Victoria, in Shepparton.
  • The benefits of meetings in motion and walking meetings.
  • Sport providing the health of local communities.
  • Ensuring young children learn the basic movement fundamentals.
  • What inspired her to become a sport administrator.
  • Taking the reigns as CEO of Sport Australia.
  • Transitioning from being a CEO of employees to leading a whole industry.
  • The relationship between the Minister of Sport, the Office of Sport and Sport Australia.
  • Reducing layers of compliance and keeping it simple.
  • Why it is important for sport organisations to consider and adapt to new business models in the future.
  • Ensuring sport organisations have the structures and capability to be sustainable in the future.
  • Health and wellness of athletes, and how they transition into the ‘real world’ after life in sport.
  • Changing the lives of people with intellectual and physical disabilities.
  • Can we look at different ways of working in the sport industry as an administrator, coach or high performance management.
  • The significance of the ‘move it’ and ‘find our 30’ campaigns.
  • Changing the balance and ensuring that she reads, exercises and eats a healthy breakfast.
  • The Hugh Palmer scholarship and the “corporate handbag”.


Active CEO Wellness Tip

Ben and I talk about the importance of self-regulation and why it is such an important element of emotional intelligence. We talk about being aware of your emotions, how to manage and express them at the right time. Self-regulation is also about the ability to remain calm, consider all the possibilities and have a clear head.


Tweets

“I am quite a practical person, pragmatic, and I can see things, I like to change things, and I like to fix things.” Gaining an insight into Kate Palmer, the CEO of Sport Australia, on the active CEO Podcast.

“Take responsibility and make a decision. If you fail or if you make a mistake we fix it, we will fix it together.” Kate Palmer on giving responsibility to employees, on the active CEO Podcast.

“I don’t think sports can look at us and say, you give us 80 to 90% of our revenue, and that’s a lot of money, but we are not prepared to improve our business.” Kate Palmer on investing in sport for the future, with the active CEO Podcast.

 

Resources Mentioned in this show:

Kate Palmer LinkedIn
Sport Australia www.sportaus.gov.au
Find Your 30 website
Netball Australia www.netball.com.au
Netball Victoria www.vic.netball.com.au
ASADA www.asada.gov.au
Australian Commonwealth Games Association website
Victoria Institute of Sport www.vis.org.au
International Netball Federation website
Melbourne Cricket Ground website
Deakin University www.deakin.edu.au
RMIT University www.rmit.edu.au
Sportspeople Recruitment www.sportspeoplerecruitment.com
www.nrg2perform.com
craig@nrg2perform.com
Craig Johns LinkedIn
Ben Gathercole LinkedIn
Ben Gathercole Performance Coaching www.bengathercole.com.au


Recommended Reading:

Better Than Winning – Ben’s best selling book


Previous active CEO Podcast Episodes:

#11 – Tim Cosulich (Fratelli Cosulich Group) – Navigating the Global Family Business link
#10
– Dr Ndidi Nnoli-Edozien (Rising Tide Africa) – Magic Happens Outside the Comfort Zone link
#9 – Mike DeNoma (KBZ Bank) Part #2 – Creating an Earthquake link
#8 – Mike DeNoma (KBZ Bank) Part #1 – Your Strengths are What Energise You link
#7 –
Trina Gordon (Boyden World Corporation) – Recruiting World Leaders link
#6 – Indiran Padayachee (RentCorp) – Winning Only Matters link
#5 – Suzie Hoitink (Clear Complexions) – Enemy of a Great Life is a Good One link
#4 – Rene Zondag (PBI) – People Are Our Greatest Asset link
#3 – Anne Gripper (NSW Office of Sport) – 6 C’s of Leadership link 
#2 – active CEO Intro (NRG2Perform) Part 2 link
#1 – active CEO Intro (NRG2Perform) Part 1 link

Dr Ndidi Nnoli-Edozien (Rising Tide Africa) – Magic Happens Outside the Comfort Zone

active CEO Podcast #10 Ndidi Nnoli Edozien Magic Happens Outside the Comfort Zone

PCB Vol 10- Dr. Ndidi Nnoli
Dr. Ndidi Nnoli-Edozien – Founder & President Growing Businesses Foundation

On this episode of the active CEO Podcast, Craig Johns and Ben Gathercole speak with Dr. Ndidi Nnoli Edozien, a remarkable lady who has provided direction, hope, inspiration and a gift to thousands of female and youth entrepreneurs, from rural areas in Nigeria and across Africa. Ndidi has worked with many of the world’s largest multinationals such as Shell, ExxonMobil and Unilever. We discuss her journey from lending to leading, why it is important to invest in the poor, the magic of vulnerability, how every moment is enough, connecting with your inner gut, embracing failure, understanding people who are unhappy, and embracing failure.

Dr. Ndidi Nnoli Edozien

Dr. Ndidi Nnoli Edozien is the founder and President of Growing Businesses Foundation, since 1999, and the President of Rising Tide Africa. Born in Karlsruhe, Germany to a Nigerian father and German mother. She found her purpose in life to be a catalyst for social change through focusing on social entrepreneurship, corporate sustainability and responsibility (CSR), and is a leading advocate on Bottom of the Pyramid empowerment.

Her education includes attending the United World College and a PhD from Johann Wolfgang Goethe University in the area of “ownership and management structures”. She is an Alumnus of Wharton Business School, and has also completed executive programmes at INSEAD and Cambridge Judge Business School.

She speaks with passion, pride and humility as she delivers powerful, inspiring and emotionally connecting words of wisdom to encourage the next generation to be bold and make a difference in their life and the community around them.

 

Ndidi talks about:

  • The contrast between Germany and Nigeria and how that influenced her upbringing.
  • How one can harness the huge potential in Lagos, and how the world sees the huge potential and economic power.
  • United World College’s focus on transforming the world, transforming the space with which you live, and being an ambassador for your country and your people.
  • Considering the other side and how much richer that makes your perspective
  • What inspired Ndidi to start Growing Businesses Foundation.
  • Building sustainable economies around big businesses.
  • How Growing Businesses Foundation program contributed 4% of Unilever’s revenues.
  • Providing a paradigm shift in the way that big business looks at their social responsibility.
  • The incredible ripple effect of micro-financing women and youth
  • Rural telephone project
  • Less than 20% of the Nigerian population are formally employed.
  • The purpose of Rising Tide Africa.
  • Guiding businesses to succeed and even to exit at the appropriate time.
  • Learning to be satisfied with little victories.
  • Why successful people tend to have a humble and quiet confidence that keeps them going.
  • Embracing failure and what happens when you don’t deal with it.
  • “You must never be willing to die for anything. You must be willing to give it your best shot. If it fails, you must walk away from it like you never even cared.”
  • How she responded to a potential investor saying “I think you have made a bad career move”.
  • How the Wharton Business School Advanced Management Program opened up peoples vulnerabilities so intensely, allowing them to grow from their ability to be humble and honest.
  • The discipline of creating time for you is one of the things we neglect the most and need the most.
  • How she responds to people who are unhappy and not all right.
  • There is no job or anything that is more important than our personal wellbeing.
  • Her love of working with interns.
  • Why her two daughters have had the greatest impact on her career.

Tweets

“It taught me that poverty wasn’t so much the lack of financial capital, but was the lack of dignity and self-confidence”. Listen to Ndidi Nnoli Edozien on the active CEO Podcast

“Don’t give charity to the poor, the poorest people who need ‘help’, look at them as potential, economic potential and socioeconomic potential, and invest.” Listen to the active CEO Podcast as Ndidi Nnoli Edozien explains how she empowers 100,000’s of women.

“Create a movement where everyone decides to do their little bit, that’s where transformation really happens.” Learn more amazing business tips with Ndidi Nnoli Edozien on the active CEO Podcast

“Love what you do. When you are able and willing to do it even when no one is looking or no one will pay you for it, you gain an inner strength and momentum to sustain and it gives you the ability to tap into that inner intuitive knowing. To be great at business its actually not the thinking or the feeling, it is the knowing.” On being an entrepreneur with Ndidi Nnoli Edozien on the active CEO Podcast

 

Resources Mentioned in this show:

Growing Businesses Foundation link

Rising Tide Africa link

Ndidi LinkedIn link

Ndidi Wikipedia link

Ndidi Interview Wharton Business School video

Wharton Business School www.wharton.upenn.edu/

INSEAD link

Johann Wolfgang Goethe University link

Cambridge Judge Business School link

Unilever www.unilever.com

Shell www.shell.com

Exxon Mobil www.exxonmobil.com

www.nrg2perform.com

craig@nrg2perform.com

www.linkedin.com/in/ceo-corporate-wellness-perform

Recommended Reading:

Better Than Winning – Ben’s best selling book

www.nrg2perform.com/portfolio/book

Previous active CEO Podcast Episodes:

#9 – Mike DeNoma (KBZ Bank) Part #2 – Creating an Earthquake link
#8 – Mike DeNoma (KBZ Bank) Part #1 – Your Strengths are What Energise You link
#7 –
Trina Gordon (Boyden World Corporation) – Recruiting World Leaders link
#6 – Indiran Padayachee (RentCorp) – Winning Only Matters link
#5 – Suzie Hoitink (Clear Complexions) – Enemy of a Great Life is a Good One link
#4 – Rene Zondag (PBI) – People Are Our Greatest Asset link
#3 – Anne Gripper (NSW Office of Sport) – 6 C’s of Leadership link 
#2 – active CEO Intro (NRG2Perform) Part 2 link
#1 – active CEO Intro (NRG2Perform) Part 1 link

Have You Ever Misread a Customers Emotional State?

IMG_7857Exceptional customer service has a profound affect on retaining customers and increasing your customer base.

  • Does your staff treat customers, colleagues and stakeholders with respect?
  • How effective is your staff at following up on feedback?
  • Are your complaints and returns handled gracefully?
  • What do exceeding customer expectations look like in your company?
  • Is going out of your way to help customers, colleagues and stakeholders part of your culture?
  • Have you checked whether all your staff understands your customers’ needs and wants?

This is the first article of a four-part series focusing on how the fundamentals of customer service are crucial to staff interaction, stakeholder management and the growth of every staff member, including yourself. Each article will cover six core components of customer service, that are pivotal to the success of your company or organisation.

1. Patience is the Virtue

Patience is not just about waiting for something; it is about your attitude and the way you wait. You don’t want to waste the customers time, but you need to take the time to allow them to express their concerns and for you to listen carefully so you can figure out what they are looking for. People want you to understand their needs and wants, and don’t like to be rushed out the door. It is important to remember that great service beats fast service every single time!

“Patience is not simply the ability to wait – it’s how we behave while we are waiting.”

JOYCE MEYER

2. Cool as a Cucumber

Have you got what it takes to stay cool, calm and collected, when it all gets a bit hairy and out of control? Having the ability to hold your nerve and remain composed when the conversation or situation gets a bit hectic is an invaluable skill. If you can take it up a notch and be able to influence, as well as stay calm, when the heat is on, you are in a powerful position when servicing customers. Whatever happens, you need to take it upon yourself to do whatever it takes to keep the peace and ensure the world doesn’t fall down around the customer.

“In the midst of movement and chaos, keep stillness inside of you.” 

DEEPAK CHOPRA

3. Power of Positivity

The language you use when speaking with customers, has a major effect on how they perceive and hear your response. Using words such as can’t, won’t or unavailable are likely to have a negative on the customer’s views of the staff and the company or organization. Creating happy customers should be your number one goal. Be in control of your conversational patterns so the language you use creates positive perceptions. The tone of your language can have a noticeable effect on your ability to persuade and influence your customers.

“Life is all about perception. Positive versus negative. Whichever you choose will affect and more than likely reflect your outcomes.”

UNKNOWN

4. Ability to Read Customers

Being able to create a personal experience for your customers is an important part of making a long-term connection. With communication extending from visual, to listening and now even more common, written, you have to be effective in reading their current emotional state. You need to ask yourself, how well do I know the customer? If you misread a customer’s emotional state, your response, or lack-of, may lead to confusion and miscommunication. This essential skill requires you to look, listen and quickly comprehend subtle cues and clues about their current mood, personality, patience, and desired outcome.

“I never teach until I have spoken to the student. I have to first determine their emotional state, understand their background, find out what I have to do, how many layers I have to keep peeling off so that I get to the core of the person so that they can recognise, as well as I, what is there.” 

ADOPTED – CUS D’AMATO

5. Attention

You have to be on your toes, as customers may not necessarily spell out what they are looking for, right from the start. Your ability to listen carefully and effectively is pivotal to providing exceptional service. Being mindful and attentive to what they are saying, the way they are saying it, when they are saying it and how they are saying it provides valuable information for deciding how to respond. You may need to ask questions that clarify what you think they have said or written, as you pay attention to customer interactions.

“When I think about great service, it’s about how you take every interaction you have with the customer and use that as a way to improve their perception of your organisation.” 

JON HERSTEIN

6. Be Empathetic

Do you have the ability to understand and share the feelings of your customer? Empathy is an important character trait, which can be learned and developed over time. Your ability to emphathise with your customers and develop a message that leads to a positive outcome is an invaluable craft. Sometimes you wont be in a position to provide the news they are looking for, so you need to show compassion, understanding, care and concern when you speak with them.

“Empathy is about standing in someone else’s shoes, feeling with his or her heart, seeing with his or her eyes. Not only is empathy hard to outsource and automate, but it makes the world a better place.”

DANIEL PINK

Customer service wont develop on its own. It is constantly evolving as your company or organisation grows and develops. You need to be constantly enhancing both your customer service as well as the company or organisation you work with. What customer service improvement strategies are you employing?

Customer Service part 2 is now available with the Going the Extra Mile article. This article covers clear communication, using your acting skills, knowing your products, managing time, being ready for surprises and the tenacity to go above and beyond for your customers.

Looking for More?

Keep up-to-date on the latest membership information, research and ideas by signing up the the NRGizer Newsletter. SIGN UP NOW

Are you looking for more insights and ideas? Then read the following inspiring and thought-provoking articles and podcasts:

actve CEO Podcast Indiran Padayachee Rentcorp Winning Only Matters

active CEO Podcast #6 Indiran Padayachee Winning Only Matters

PCB Vol 6- Indiran Padayachee
Indiran Padayachee – Founder & CEO Rentcorp Forklifts

On this episode of the active CEO Podcast, Craig Johns and Ben Gathercole speak with Indiran Padayachee delving into his performance and precision mind, discussing immigrating from South Africa to Australia, working in Toyota, leading Rentcorp, allowing people to mistakes, investing in your competitors, innovation through diversification of staff, being an active CEO and why racing Porsche GT Cup cars is his ‘Golf” outlet.

Indiran Padayachee

Indiran Padayachee is the Founder, Director and CEO of Rentcorp Forklifts. Indiran immigrated to Australia in 1987 and has been building RentCorp, a Forklift rental company, in Sydney. Indiran is also a dedicated and very successful Porsche Cup competitor, which is one of the most competitive one make series in the world. He is a very humble, well respected, and leads through empowerment.

Indiran talks about:

  • The challenges of immigrating from South Africa to Australia in the 1980’s
  • Dealing with leaving behind a well-established lifestyle and family network
  • How working with Toyota gave him the stepping stones to starting his own business
  • Why it was important to work locally, get to know the culture, what was and wasn’t acceptable, business environment, and meeting customers and people
  • What the materials and handling industry involves and how it is evolving
  • The importance of a rapidly changing IT world
  • Investing time in knowing what your competitors are doing, finding alternatives, in-house training, empowering people and providing exceptional service.
  • Using a collaborative and empowerment centered leadership style
  • Allowing people to make mistakes
  • If someone needs a solution, then the present 3 options
  • How Rentcorp fosters innovation
  • Why the staff write down five points each day
  • Opportunities to discuss new ideas
  • Finding something simple
  • What he does to stay active and healthy
  • The alignment of motorsport and business
  • Why the sign in the Rentcorp Boardroom says “Business is Like a war, only winning matters.”
  • Innovation through diversification of staff
  • Motorsport being his ‘golf’ outlet
  • Mental preparation before opening the door handle
  • Precision in the process of racing a Porsche GT Cup car
  • Why his licence plate reads “My Way”.
  • His wife having the greatest impact on his career

Tweets

“Business is Like a war, only winning matters.” with Indiran Padayachee. You can listen here

Why is the innovation through diversification of staff, and the alignment between driving a Porsche and business, so important to success? Listen to Indiran Padayachee and gain an insight into leading by example on the active CEO Podcast.

Resources Mentioned in this show:

www.rentcorp.com.au

www.carreracup.com.au/dream-round-for-record-father-son-pairing/

www.nrg2perform.com

craig@nrg2perform.com

www.linkedin.com/in/ceo-corporate-wellness-perform

Recommended Reading:

Better Than Winning – Ben’s best selling book https://nrg2perform.com/portfolio/book

Previous active CEO Podcast Episodes:

#5 – Suzie Hoitink (Clear Complexions) – Enemy of a Great Life is a Good One link
#4 – Rene Zondag (PBI) – People Are Our Greatest Asset link
#3 – Anne Gripper (NSW Office of Sport) – 6 C’s of Leadership link 
#2 – active CEO Intro (NRG2Perform) Part 2 link
#1 – active CEO Intro (NRG2Perform) Part 1 link