Mere Mortals Unite Podcast

098 Creating a Customer Service Culture – Southeastern Pennsylvania Transit Authority URL: http://www.julieannsullivan.com/customer-service-culture/   When you think of “customer service,” what industries come to mind? Perhaps you think of hotels, restaurants, tech companies, or entertainment. On this episode, you’ll learn how one state government agency is leading the way in customer service. I’m thrilled to introduce you to Kim Heinle, who works with Customer Service and Advocacy for the Southeastern Pennsylvania Transit Authority. You may have never considered what training is necessary for these workers, but they face many different personalities on a daily basis. For Kim, every day is a new adventure with new opportunities and challenges. He wants a team that truly wants to be there and love what they do. Kim is committed to helping his workforce live productive lives. His main goal is to weave a Customer Service Culture into the fabric of their business.  On this episode, Kim shares how he accomplishes

097 Love with Full Intelligence URL:  http://www.julieannsullivan.com/love-with-full-intelligence/ ‎   Summary One of the most enduring questions of the human race is “What is love?” Is it an emotion? An action? A choice? A feeling? How does it relate to our thinking? Our guest today helps us clarify this misunderstood topic and shows us how to love with full intelligence. Nic Marks joins us from England, where he is the CEO of Happiness Works and a board member of Action for Happiness, a charity campaigning for a happier and more caring world.  Nic has been an advisor to the government of the UK, spoken at the TED global conference, and hung out with the Dali Llama. You’ll want to hear what he has to say about love, choices, and relationships. Nic’s bio: Nic Marks helps organizations build happier, more productive workplaces. Described as a “Statistician with a Soul” because of his unusual combination of ‘hard’ statistical skills and ‘soft’ people skills, he draws on scientific evidence to show that everyone

096 Fun as Business Culture URL: http://www.julieannsullivan.com/creating-fun-as-business-culture/   Summary Can an accounting firm actually be a fun place to work? The two concepts of “fun” and “accounting” seem to be polar opposites. On this episode, you’ll learn how one forward-thinking accounting firm has carefully created a fun business culture that allows their team members to grow and thrive. I’m thrilled to share an interview with Bill Hagaman, CEO and Managing Partner of WithumSmith+Brown. Since I’m a recovering accountant, I was very intrigued to have Bill on the show. We don’t think of an accounting firm as a place where people have fun, but as you’ll learn in this episode, they have used videos and other intriguing programs to establish a business culture that is enjoyable and growth-oriented. You’ll be inspired to start thinking of ways to boost the culture at your own workplace after hearing how Withum does it. You might even be inspired to get up and dance! Bill’s Bio: Bill is the Managing Par

095 Fire Up Your Brain - Julie “Brain Lady” Anderson URL: http://www.julieannsullivan.com/fire-up-your-brain/   Summary Everyone wants to be successful, but how do you do it? Is it a matter of working harder? Getting a good education? Knowing the right people? All of those elements can certainly be helpful, but our guest today points to a more fundamental element to success in life, business, and relationships. I’m happy to introduce our guest, Julie Anderson, also known as the “Brain Lady.” For almost two decades, Julie has been using science to ignite people to fire up their brains. On today’s show, she shares specific ways to accelerate success in your personal and professional relationships, as well as your career. Her energy is infectious and she is really, really smart! You’ll learn a number of ways to enrich who you are and what you do. Julie’s bio: Julie “Brain Lady” Anderson is considered to be one of the nation’s top experts on the Brain Personality Connection. She is a public speaker; business, co

094 Grooming Talent URL:  http://www.julieannsullivan.com/talent-grooming/   Summary Most companies don’t view interns as an integral part of their culture or strategy. At best, they view interns as a sap on company resources and energy. What happens when a company decides to focus on interns not only as a way to serve those students, but also as a way to develop talent for the company and invest in the community? Today’s guest gives us the answer. I’m happy to interview Jennifer Trakhtenberg on today’s episode. She is the Senior Talent Leader at ClearVision, a B2B company that was recently recognized as one of the best companies to work for in the state of New York. Here is a short list of what is important at ClearVision: open communication; continuous improvement for our employees, customers, and community; a passion for grooming talent; investment in learning & development opportunities; a commitment to wellness; and a penchant for fun. Jennifer shares how ClearVision takes these values from concepts

093 Slow to Anger, Quick to Forgive - Thom Singer URL:  http://www.julieannsullivan.com/slow-to-anger-quick-to-forgive/   There are many aspects of life that can create anger and derail your success. But the biggest threats come from within. Our guest today identifies one of these threats--anger--and shows us how to successfully deal with it. I’m thrilled to interview Thom Singer, who is known as the Conference Catalyst. His high energy, positive outlook, and engaging style cultivates a better conference experience and changes lives. In this interview, Thom shares why it’s so important to be slow to anger and quick to forgive. He shares practical strategies for living out this key principle that can change your life. I think you’ll find Tom’s words of wisdom to be an asset in life as well as business. Thom’s Bio: Thom Singer has an eclectic background working in sales, marketing and business development roles for Fortune 500 Companies, Law Firms, and entrepreneurial ventures. He is a professional master of ce

092 Developing Compassion & Empathy URL:  http://www.julieannsullivan.com/developing-compassion-empathy/   Many workplaces and industries today operate like war zones. Employees experience high levels of stress, fatigue, burnout, and other symptoms of disengagement. Workers in fields such as law enforcement and health care are especially prone to these symptoms. Our guest today shares a unique, empathetic approach his company uses to help employees stay more engaged and thrive in stressful environments. I’m happy to introduce you to Zach Stone, Chief Strategy Officer and Co-Founder of the Red Kite Project. Red Kite stops burnout, disengagement, conflict, and violence in the workplace using techniques built in war zones for high-stress professionals. Their methods are research-proven to reduce absenteeism, assaults, complaints, rule violations, health-care costs, workplace conflict and resource wasting. Zach shares why and how Red Kite was founded, as well as a number of principles you can start using toda

091 Increasing Engagement in the Workplace URL:  http://www.julieannsullivan.com/engagement-in-workplace/   Summary Did you know that by 2020, there will be a shortage of 5 million workers across all industries? This translates to more choices for workers and a greater need for employee engagement. Money is no longer the dominant factor that drives a person’s choice of where to work. How can you help employees be more engaged and create a culture that will help your company thrive both now and in the future? On this episode, you’ll learn practical tips and strategies that will help you add value to employees and create a culture they love. I’ll share why communication, collaboration, and change management skills are so important and how to help employees develop them. These used to be known as “soft skills” but are now considered essential. Don’t miss this episode that’s packed full of ideas to help you create an environment that exudes success! You’ll discover: Why employee engagement is so important to you

090 Be More, Do More, Have More, The Power of Significance - Tom Ziglar URL:  http://www.julieannsullivan.com/ziglar-on-significance/   Summary What does it mean to create significance? How can I make a greater impact on others? How are my habits related to my personal and professional achievement? Those are questions every success-oriented person should be asking, and our guest today will help you find the answers. I’m excited to introduce you to Tom Ziglar, son of the late Zig Ziglar, one of the world’s top motivational speakers for decades. Tom is CEO of the Zig Ziglar Corporation and travels the world speaking to billion-dollar companies, small business owners, and at prestigious academic institutions. In our interview, Tom reveals the secrets that have helped him become so successful. You’ll learn why you must be before you can do, why you must do before you can have, and what the ultimate goal of your success should be (hint: it’s to help others). Grab pen and paper, your phone or tablet, because you’ll

089: Building Connection in the Workplace - Bristlecone Holdings http://www.julieannsullivan.com/workplace-connection/   If there is one industry that is perceived as cold and uncaring, it’s finance. Banks, credit card companies, asset management firms, and insurance companies.  They are not usually known for their customer care. Our guest today will explain how one finance company provides exceptional care not only to its customers, but its employees as well.  Today I’m thrilled to introduce you to Kelsey Martin, Chief People Officer at Bristlecone Holdings in Reno, Nevada. Bristlecone provides consumer leasing to several niche markets, and has distinguished itself by diving deeper into the data spectrum. Their mission is to redefine creditworthiness, and by doing so have helped many consumers who would not otherwise be able to obtain financing. In our interview, Kelsey describes how she has helped Bristlecone serve its employees and connect with them through simple but effective engagement strategies. Liste

088: The Power of Resilience - Lauren Schieffer http://www.julieannsullivan.com/the-power-of-resilience-lauren-schieffer/   All of us face trials and setbacks on a daily basis. Whether it’s a minor problem or a major tragedy, one quality will help you deal with these setbacks successfully: resilience. My guest today helps us understand why we need to be resilient and how to put it into practice every day. I’m thrilled to introduce you to Lauren Schieffer, a Certified Speaking Professional (CSP) who works with leaders and organizations who want to go from successful to significant. She shares some great wisdom from her father, “The Colonel,” on how a setback is merely a setup for a comeback. She also shows how resilience has played a huge part in helping her overcome personal challenges. Lauren’s story will have you cheering and ready to handle with whatever life throws at you! Lauren’s Bio: Lauren Schieffer works with leaders and organizations who want to go from successful to SIGNIFICANT. Able to relate to

087 How to Create an “Unleavable” Culture URL:  http://www.julieannsullivan.com/create-unleavable-culture/   Summary Most companies are focused on profitability and how they can improve their bottom line. In the process of doing business, it’s easy to forget the number one factor that determines profitability: culture. Today’s guest, Jason Forrest, will help you understand why the workplace environment is so important to your business or organization, and how to improve it. Jason is the CEO and Chief Culture Officer of Forrest Performance Group (FPG). FPG is a company focused on mastering the art and science of human performance, and was named the Best Place to Work in Fort Worth, TX by FWInc. He’s one of the world’s top sales trainers, and has created a sales and sales management training program that is regarded as one of the world’s best. His focus on motivation and unleashing human performance is contagious. You’ll come away from this episode with the motivation and knowledge to impact your organization’s

086: Build Your Own Door and Stand Apart from the Rest   URL: http://www.julieannsullivan.com/build-door-stand-apart-rest/   Louie La Vella is a passionate speaker who doesn’t just break down doors, but builds them. When he wanted to get on TV and become a TV host, Louie didn’t take the traditional path to grab the attention of TV executives. Instead, he created his own show and pitched his skillsets via that way. Those executives were blown away and gave him an opportunity in the spotlight! Find out how you can build your own doors on this week’s episode.   Key Takeaways: *What is Louie’s superpower? *How does someone ‘build their own door’? *There’s no such thing as an overnight success. *It comes to a point where you should stop bootstrapping it, and start outsourcing it. *Most people won’t catch your mistakes on stage, unless you make it obvious. *How can entrepreneurs be more flexible and ‘not sweat the small stuff’? *Slow down and design your lifestyle first, before you worry about monetary goals.   Int

085: Listen Generously for Cultural Change   URL: http://www.julieannsullivan.com/listen-generously-cultural-change/   Greg Newell is the President of Nave Newell, a civil engineering firm. Greg’s company has 35 employees, and this will be the 25th year he has been in business. However, three years ago, Greg incorporated a new strategy to bring more engagement, and fun, into the workforce. What kind of benefits has he seen since incorporating these strategies? Let’s find out, on this week’s episode!   Key Takeaways: *Greg dives in and explains what his company, Nave Newell, is about! *Nave Newell has 30 fundamentals that Greg and his team stand by. It may sound long, but they are critical for Greg’s company. *Many people aren’t aware that they’re bad listeners. This is hard, because if we don’t know this, then we can’t change it. *There’s a big disconnection between work and home. The two need to be intertwined. When you’re happy at work, you’re happy at home, too. *There’s just more to it than receiving a pa

084: Build a Team that Loves to Work for YOU!   URL: http://www.julieannsullivan.com/build-team-loves-work/   MaryBeth Gustitus works at Keller Williams Realty in New Hampshire. MaryBeth started her real estate career in 1998, and became the CEO of this particular New Hampshire branch in 2006. She has recently been promoted to President and Operating Partner at Keller Williams, and continues to grow within the company. MaryBeth dives right in on how to create workplace engagement, on this week’s podcast.   Key Takeaways: [1:50] What does it mean to be an Operating Partner at Keller Williams? [4:30] MaryBeth chose leadership over management. Management hinders your future leaders. [5:40] How do you develop a more engaged workplace? [13:50] How does it benefit you as a business owner to bring in a chair massage therapist, or even a personal trainer? [18:55] The person’s ‘why’ plays a very important role in the work that they do. [19:25] Making money for money's sake is meaningless. [21:25] After MaryBeth did so

Episode 83: Customer Service: Switching the Mindset from Blame to Accountability   URL: http://www.julieannsullivan.com/customer-service-switching-the-mindset-from-blame-to-accountability   Carolyn Kopprasch is the Chief Happiness Officer at Buffer. Julie Ann was absolutely impressed by the level of attentive and meaningful customer service she received at Buffer when undergoing a very unique problem. For reference, this problem took a month to fix, but through that experience Julie Ann has become a lifetime customer of Buffer and their services. What did Carolyn and her team do so, so right, where they were able to turn a frustrated customer into a lifetime one? Find out in this week’s episode!   Key Takeaways: [2:50] What are some of Carolyn’s superpowers at Buffer? [4:00] Julie Ann had a problem with Buffer that took about a month to fix. Why did she wait so long for a solution? [5:25] The amount of specialized care Julie Ann got from Buffer made her a customer for life. [6:30] How does Buffer make sure c

Networking, Relationships, Business, Connections, Goals   Episode 049: Dynamic Networking - Meridith Elliott Powell URL: http://www.julieannsullivan.com/dynamic-networking-meridith-elliott-powell   On this episode of Mere Mortals Unite, I‘m speaking with Meridith Elliott Powell about Dynamic Networking. It’s not just about making the rounds in a room full of people. Meridith shares some valuable skills on making your time beneficial by not placing the focus only on yourself. A true connection is made when you follow the 80/20 rule--20% of the time the conversation is about you and 80% of the time it’s about the other person.   This power of connection doesn’t happen in a vacuum. Meridith says you have to be intentional, and she gives a number of great ideas about doing that. Some of the easiest actions you can take can also help you reap the greatest rewards. You gotta work it, though, and Meridith tells you how. Voted one of the Top 15 Business Growth Experts to watch by Currency Fair, Meridith Elliott Powe

Letting Go, Clarity, Focus, Productivity   Episode 064 Letting Go for Clarity and Focus with Joe Calloway URL: http://www.julieannsullivan.com/clarity-focus-joe-calloway/   Today’s guest is Joe Calloway, a leadership & performance speaker, author, business workshop leader, keynote speaker, and a consultant on branding and competitive positioning.  He has authored Becoming a Category of One, Be the Best at What Matters Most, Magnetic: The Art of Attracting Business, Work Like You’re Showing Off, and several other top sellers on Amazon and other book publishers. He has been a coach and speaker for the past 30 years and his client list includes global brands like BMW, IBM, Saks Fifth Avenue, Coca Cola, American Express, newspapers in Sweden, companies in South Africa, and hotels in Great Britain. He speaks on various topics but most frequently on business trends. The major themes in his motivational talks include “moving on”, “letting go” and forgiveness.   Bio: Joe Calloway is a business author, consultant 

Faith, Laughter, Humor, Purpose, Suffering   Episode 41: Faith - Maia Aziz URL: http://www.julieannsullivan.com/faith-maia-aziz/   On this episode of Mere Mortals Unite, we interview our first Canadian, Maia Aziz. Maia has her own podcast called Morning Moments with Maia. She’s a mother of six, a wonderful wife, and works at Mackay Rehabilitation Centre in Montreal as their program director. I hear she’s a great cook and I know she can crochet awesome scarves. She can do it all, but none of that prevented her from having a child with some genetic anomalies.   Maia shares her story and how it solidified her faith that all will be well. She reminds us that we have the ability to choose having faith that life has a great purpose for us, but we have to remember to make that choice. A key to her success is to accept that sometimes we have to suffer through and know that’s OK. We all have days that don’t go according to plan, so join us to find some helpful ideas on how to cope.   You’ll discover:   What Maia mea

leadership, role model, example, relationships   Episode 067 Being a Role Model at Work with Lee Cockerell URL: http://julieannsullivan.com/being-role-model-work-lee-cockerell It seems like being a boss in the workplace would be an easy job. You just tell everyone else what to do, they do all the work and you call it a day. Well, that’s not exactly how it works. The entire workplace can be toxic when you have a big, bad boss. Employee turnover is higher, stress is rampant and this causes employees to miss more days of work. To top it all off, those who do show up to work are terrified and suffer through an excruciating work experience. It doesn’t have to be that way, and today’s guest is going to show us how to change it.   Lee Cockrell was the Executive VP of DisneyWorld Paris. He began his career by being the big, bad, boss! He used to scare and intimidate his employees and even shares a life changing moment. Lee is an expert in Time Management and he teaches it each and every week. But today, we aren’t f