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86: Counterintuitive Ways to Overcome Service Obstacles with Jeff Toister

Voice of Influence

Release Date: 04/08/2019

142: Mentoring Leaders at Church and in Business with Natasha Sistrunk Robinson show art 142: Mentoring Leaders at Church and in Business with Natasha Sistrunk Robinson

Voice of Influence

Natasha Sistrunk Robinson is the President of T3 Leadership Solutions, Inc., where she provides customized executive leadership coaching, consulting, and mentoring services. Natasha is an author and sought-after international speaker with more than 20 years of leadership experience in the military, federal government, academic, and nonprofit sectors.  She is the Visionary Founder of the nonprofit, Leadership LINKS, Inc. and the Host of A Sojouner’s Truth podcast. In this episode, Natasha and I discuss her expertise in mentorship in context of church, gender, and racial and ethnic...

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141: Characteristics of a Business that Endures with Bill Flynn show art 141: Characteristics of a Business that Endures with Bill Flynn

Voice of Influence

Bill Flynn is the author of and we had a really interesting conversation about building a business and what the characteristics are of somebody who builds a business that endures. Obviously, there’s a lot going on that we need to endure through right now. Even if you don’t have a business yourself and you’re listening as a leader who wants to have influence, there’s a lot in this episode for you. In this conversation, Bill and I discussed his book, how to go from being sucked into those moments where you’re constantly putting out fires to being able to relax and plan for the future,...

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140: Choosing Resilience Over Worry as a Business Owner show art 140: Choosing Resilience Over Worry as a Business Owner

Voice of Influence

Today, I’m genuinely excited to introduce to Aaron Wenburg and, no, it’s not a coincidence that we have the same last name. Aaron is, in fact, my awesome husband. He also happens to be a Physical Therapist, the Co-Owner of Sandhills Physical Therapy and Sports Rehab clinics, and a loving father. In this episode, we talk about why Aaron became a Physical Therapist, how what he does is a good mix of business and caring for people, some of the struggles he experienced along the way, how he overcame those struggles, how he knows when it’s time to have a difficult conversation with his team,...

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139: Live Coaching: Building a Transformational Keynote with Lia Valencia Key show art 139: Live Coaching: Building a Transformational Keynote with Lia Valencia Key

Voice of Influence

Lia Valencia Key was raised in an impoverished Philadelphia neighborhood, and even lived in a homeless shelter with her mom, sister, and her brother in one room that she says is about the size of a broom closet. When Lia was on the podcast two and a half years ago, she was just starting to share her story and just starting to really get back out there.  And in the last two and a half years, she has done some amazing things.  Her amazing jewelry has been worn on-air by Robin Roberts of Good Morning America, she’s been interviewed by Mel Robbins and her jewelry has been featured on...

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138: How Freshly's Focus on Infrastructure & Empathy Supports Fast Growth with Colin Crowley show art 138: How Freshly's Focus on Infrastructure & Empathy Supports Fast Growth with Colin Crowley

Voice of Influence

Colin Crowley is the VP of Customer Experience at Freshly, where he directs a two-hundred-person department across five locations in the United States and beyond. He specializes in building customer service departments from the ground up with a focus on scalability, infrastructure agility, technological innovation, and gold-standard quality and efficiency. In this conversation, Colin shares the five key pillars of customer support that Freshly adopted, their cross-functional communication and how they involve customer service agents into their strategic process, how a voice of influence needs...

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137: Persuasion, Influence, and Negotiation for Leaders with Dr. Nashater Deu Solheim show art 137: Persuasion, Influence, and Negotiation for Leaders with Dr. Nashater Deu Solheim

Voice of Influence

Dr. Nashater Deu Solheim is the author of the new book, The Leadership PIN Code. As a former forensic psychologist with clinical research in the neuropsychology of criminal minds, she developed a deep interest in effective learning strategies for lasting success. Now, as an expert negotiator who studied at the Program On Negotiations at Harvard Law School, Dr. Solheim has combined her experience as an executive leader in international private companies and government ministries to present The Leadership PIN Code – the definitive guide for helping business leaders secure influence and...

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136: How to Build the Tenacity to Lead as an Innovative Organization with Debbie Dekleva show art 136: How to Build the Tenacity to Lead as an Innovative Organization with Debbie Dekleva

Voice of Influence

Debbie Dekleva is a recent recipient of the Innovator of the Year award from the Nebraska Business Development Council and the Wild Idea Cultivator at Monarch Flyway; a company that makes products out of milkweed. She also founded Sustainable Monarch in which she heads up Monarch Flyway’s habitat conservation and non-profit efforts. In this episode, Debbie and I discuss how Monarch Flyway got started using milkweed of all things, how I’ve used milkweed balm to help sooth my own children’s pain over the years, how feedback from a cancer patient helped them create their milkweed balm, why...

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135: How I Got Started with a Brand Online show art 135: How I Got Started with a Brand Online

Voice of Influence

In the past couple of months, probably because of some articles that have come out and some of the opportunities that I’ve had to speak to this, I’ve gotten more questions again about, “How did you get started? What do I need to know if I would like to start a brand online, if I would like to write a book, and if I would like to get going in this thought leadership kind of space?” So, today, as we’re near the three-year anniversary of Voice of Influence, Rosanne and I thought it would be fun to sit down and have a chat about the journey I’ve been on.  Because going back and...

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134: 3 Team Needs In a Time of Traumatic Crisis show art 134: 3 Team Needs In a Time of Traumatic Crisis

Voice of Influence

Everything happening right now has just thrown our world into the state of wondering what in the world is going on.  What’s going to happen with the stock market?  What’s going to happen with our businesses or our organization?  Are we going to be able to maintain where we are?  What’s going to happen with the health of the people around us?  There’s so much that is uncertain.  And we know that you want to take care of your team. But at the same time, they still need to be productive in order to keep your organization moving forward so you don’t end up...

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133: How to Assemble and Engage a Global Team with Dmitriy Peregudov show art 133: How to Assemble and Engage a Global Team with Dmitriy Peregudov

Voice of Influence

You know, pulling together a team and helping them all feel like they really are a part of your organization is a difficult job as it is.  But it’s even more difficult when you’re trying to do it on a global scale. Dmitriy Peregudov is doing that with giftbasketsoverseas.com.  He has a team where they are servicing over 200 countries worldwide with the goal to build international personal and corporate relationships through gifting. In today’s conversation, he’s going to share with us how he’s handled the challenge of assembling a global team.  He’s also going to...

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More Episodes

Jeff Toister has written three customer service books; including his new book, Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service.

Jeff has been recognized as a top customer service thought-leader by Global Gurus, ICMI, and COM100. More than 140,000 people on six continents have taken his video-based training courses on Linda.com. His training videos include Customer Service Foundations and Leading a Customer-Centric Culture.

In this episode, Jeff discusses his new book, how he got into the customer service field, why he firmly believes providing great customer service isn’t just a matter of using common sense, why customer service leaders shouldn’t be dismissive of angry customers, how customers sabotage the service they receive, a breakdown of the “Zone of Hospitality,” and more!