{"version":"1.0.0","segments":[{"startTime":0.16,"endTime":0.7,"body":"Foreign."},{"startTime":3.76,"endTime":7.336,"body":"Welcome back to the Basic Bee podcast. I am so happy you're"},{"startTime":7.368,"endTime":11.0,"body":"joining me yet again for another great guest episode. Today"},{"startTime":11.04,"endTime":14.504,"body":"I'm joined by Michelle A. White, and we are talking all things digital"},{"startTime":14.592,"endTime":18.312,"body":"communications etiquette. So we're going to be talking email and DMS and all"},{"startTime":18.336,"endTime":21.096,"body":"the things. I have no idea where this is going to go. Neither does Michelle."},{"startTime":21.128,"endTime":24.904,"body":"So buckle up. All right. Before we bring Michelle on, here's a"},{"startTime":24.912,"endTime":28.662,"body":"bit about Michelle. Meet Michelle A. White, the empress of etiquette."},{"startTime":28.726,"endTime":32.182,"body":"She's a magician at making etiquette feel real and relatable."},{"startTime":32.326,"endTime":35.75,"body":"She is a former wedding planner turned business etiquette advisor and"},{"startTime":35.79,"endTime":39.462,"body":"speaker. She helps ambitious service providers and organizations go"},{"startTime":39.486,"endTime":43.206,"body":"beyond manners, building purposeful relationships and mastering the people"},{"startTime":43.278,"endTime":46.982,"body":"parts of business. Through her gentle, humorous, I"},{"startTime":47.006,"endTime":50.822,"body":"can attest to that guidance clients gain unshakable confidence and"},{"startTime":50.846,"endTime":54.134,"body":"sharpen their reputation, communication, and relationship building"},{"startTime":54.222,"endTime":57.922,"body":"skills so they can serve their clients better. Michelle, I'm so thrilled to"},{"startTime":57.946,"endTime":61.394,"body":"have you here. Listen, I have been so looking"},{"startTime":61.482,"endTime":65.33,"body":"forward to this, and I love that it's gonna go where it"},{"startTime":65.37,"endTime":69.218,"body":"goes and so we're gonna flow with it. And that excites me. It's gonna"},{"startTime":69.234,"endTime":73.01,"body":"be a nerdy, good conversation. Oh, it sure is. And especially how we even"},{"startTime":73.05,"endTime":76.818,"body":"got here, which I know Koe James name came up. I think Jordan Hill's"},{"startTime":76.834,"endTime":79.25,"body":"name came up. Like, we had a whole bunch of people who were like, you"},{"startTime":79.29,"endTime":82.962,"body":"two need to meet. And we're like, okay, all right, fine. Hi. Absolutely."},{"startTime":83.106,"endTime":86.71,"body":"So before we get into the actual meat of the conversation, there's a"},{"startTime":86.89,"endTime":90.478,"body":"asking all of my guests. And as a reminder, for everyone in the viewing"},{"startTime":90.494,"endTime":94.238,"body":"audience, as well as you, Michelle, there are no wrong answers. You ready?"},{"startTime":94.334,"endTime":98.078,"body":"Okay. This is good to know. Yes. Now I'm ready. I got my game"},{"startTime":98.134,"endTime":101.822,"body":"show hat on. Like, I am ready, Bob. Let's do this. I'm so"},{"startTime":101.846,"endTime":105.39,"body":"glad you picked that up. All right, which do you believe is the most"},{"startTime":105.43,"endTime":108.846,"body":"important for sales? SEO, storytelling, or social"},{"startTime":108.918,"endTime":112.462,"body":"proof? It's"},{"startTime":112.526,"endTime":116.32,"body":"all. Okay, say more. I like this. And it's because"},{"startTime":116.86,"endTime":120.692,"body":"those three things should always be working for you, even when you"},{"startTime":120.716,"endTime":124.452,"body":"aren't. And so it's a lot like what I talk about with your reputations,"},{"startTime":124.516,"endTime":128.212,"body":"your communication, and your relationships. Those are the ambassadors for your"},{"startTime":128.236,"endTime":131.54,"body":"business. And so in a more linear"},{"startTime":131.62,"endTime":135.236,"body":"context, SEO and storytelling and social"},{"startTime":135.308,"endTime":139.044,"body":"proof are kind of the same thing for your sales. You have to"},{"startTime":139.052,"endTime":142.756,"body":"tell the story to draw people in, but then you need the social proof"},{"startTime":142.788,"endTime":146.4,"body":"for people to have that credibility and that trust. And then you"},{"startTime":146.44,"endTime":150.256,"body":"need SEO, because that's who brings it in and continues"},{"startTime":150.288,"endTime":154.032,"body":"it on repeat when you're asleep. Right. So it's like"},{"startTime":154.136,"endTime":156.74,"body":"you need all three. Final answer."},{"startTime":158.04,"endTime":161.6,"body":"I love it. Secret. That's not so secret because I recorded a podcast a while"},{"startTime":161.64,"endTime":165.02,"body":"ago about it. All three is my answer, too, so I love it."},{"startTime":165.72,"endTime":168.592,"body":"But, yeah, there's truly no wrong answer because you need all the parts, just like"},{"startTime":168.616,"endTime":172.214,"body":"you were saying, for your line of work. Speaking of that, tell us a"},{"startTime":172.222,"endTime":175.494,"body":"bit more about where we should be"},{"startTime":175.582,"endTime":179.382,"body":"considering our etiquette for digital communications in all of the places. Like, what"},{"startTime":179.406,"endTime":182.95,"body":"are the locations? Ooh, that is a really great"},{"startTime":182.99,"endTime":186.31,"body":"question. I don't think anybody ever ask it to me in that"},{"startTime":186.35,"endTime":190.17,"body":"way. Where should you be focused? It's everywhere."},{"startTime":191.07,"endTime":194.822,"body":"It's a lot like my answer in the beginning, and I'll explain why. I"},{"startTime":194.846,"endTime":198.518,"body":"know that sounds big and broad, and sometimes that can feel really"},{"startTime":198.574,"endTime":201.784,"body":"scary, but here's where we've"},{"startTime":201.832,"endTime":205.544,"body":"evolved in terms of technology. Every keystroke"},{"startTime":205.592,"endTime":209.24,"body":"counts. Every keystroke is permanent, and you can"},{"startTime":209.28,"endTime":213.032,"body":"go from victim to villain and villain to victim in"},{"startTime":213.056,"endTime":216.856,"body":"a keystroke. And so when it comes to"},{"startTime":216.928,"endTime":220.712,"body":"that etiquette, it's no longer just email. Like, do"},{"startTime":220.736,"endTime":224.44,"body":"you remember voicemails? Oh, my gosh. Like, getting on"},{"startTime":224.48,"endTime":228.232,"body":"the phone isn't necessarily the first line of"},{"startTime":228.256,"endTime":232.024,"body":"communications for a lot of businesses, and especially online"},{"startTime":232.112,"endTime":235.8,"body":"business owners, but you still have to have that skill in your back pocket, right?"},{"startTime":235.84,"endTime":239.096,"body":"You still have to be mindful of your tone. You still have to be mindful"},{"startTime":239.128,"endTime":242.792,"body":"of your presence. Only now, the first entry"},{"startTime":242.856,"endTime":246.36,"body":"point for a lot of our clients happens to be online. That's our new"},{"startTime":246.4,"endTime":250.2,"body":"yellow pages. That's our new billboards. That's our new commercials and"},{"startTime":250.24,"endTime":254.04,"body":"ads and magazines. We have to be mindful in the way that"},{"startTime":254.08,"endTime":257.576,"body":"we're showing up. And we also have to be mindful with the words that we're"},{"startTime":257.608,"endTime":261.016,"body":"using and the tone in which we're taking. Because"},{"startTime":261.088,"endTime":264.744,"body":"message sent isn't always message received. So"},{"startTime":264.912,"endTime":268.696,"body":"we've got to be mindful of everything at all times. Because the Internet"},{"startTime":268.728,"endTime":272.392,"body":"never closes. That is so true. And that little nugget that you"},{"startTime":272.416,"endTime":275.784,"body":"just shared, message sent is not always message"},{"startTime":275.832,"endTime":279.54,"body":"received. Yeah, it gets a lot of people, like, because"},{"startTime":279.58,"endTime":282.932,"body":"you sent it and because you know what you meant and because you know what"},{"startTime":282.956,"endTime":286.804,"body":"you intended, does it mean that it's received that way on the other"},{"startTime":286.892,"endTime":290.1,"body":"side, if at all? Sometimes people didn't get your"},{"startTime":290.14,"endTime":293.796,"body":"message, and so they're not ignoring you. You know, sometimes"},{"startTime":293.828,"endTime":297.316,"body":"it literally means message not received, and other"},{"startTime":297.388,"endTime":300.8,"body":"times it means the intention of the message isn't Received."},{"startTime":301.18,"endTime":304.884,"body":"Oh, that is so true. So I know for me, I'll just share a little"},{"startTime":304.892,"endTime":307.188,"body":"bit and then we can kind of like pick it apart or like go deeper"},{"startTime":307.204,"endTime":311.04,"body":"with it, but let's do it. I email my, my list quite regularly"},{"startTime":311.12,"endTime":314.384,"body":"and if I ever get a response where someone says, oh, you know, could you"},{"startTime":314.392,"endTime":318.208,"body":"clarify this? Or I loved how you shared that, that reminds me of this story."},{"startTime":318.344,"endTime":321.632,"body":"I often, or they will often will go to the DMs over on"},{"startTime":321.656,"endTime":325.472,"body":"Instagram. And I love that just like you. And I love Voxer because you"},{"startTime":325.496,"endTime":328.976,"body":"can do the voice notes and you can actually hear someone's voice,"},{"startTime":329.168,"endTime":332.96,"body":"but we can't do that if we're just typing things out. And even actually this"},{"startTime":333.0,"endTime":336.626,"body":"reminds me of a conversation I had yesterday with a potential client who's"},{"startTime":336.658,"endTime":340.194,"body":"deaf. And so we were talking about, like, how can we actually go about navigating"},{"startTime":340.242,"endTime":344.066,"body":"communication in a way that this person is able to hear me and respond"},{"startTime":344.098,"endTime":347.73,"body":"to me and vice versa. So I don't know if there's a question in there,"},{"startTime":347.77,"endTime":351.154,"body":"but is there anything you want to like, latch onto? It's that"},{"startTime":351.242,"endTime":354.898,"body":"plus, right? Because a lot of times we don't necessarily think about"},{"startTime":354.954,"endTime":358.77,"body":"the etiquette of accessibility. Until you're confronted with"},{"startTime":358.81,"endTime":362.53,"body":"a thing, you don't always know that it's a thing that you need to work"},{"startTime":362.57,"endTime":366.322,"body":"on or work through. Right. And so we also have"},{"startTime":366.346,"endTime":370.162,"body":"to be mindful that people communicate differently. And so"},{"startTime":370.186,"endTime":373.554,"body":"although we love our avatars, we love to call in"},{"startTime":373.642,"endTime":377.202,"body":"exactly who we want and where they shop and how old they are."},{"startTime":377.306,"endTime":380.962,"body":"And the fact is, is we, we don't know that that exists. Because"},{"startTime":381.066,"endTime":384.786,"body":"you shop at Target and because you're in that age range doesn't"},{"startTime":384.818,"endTime":388.626,"body":"mean that we communicate the same ways. And so it's really"},{"startTime":388.698,"endTime":392.47,"body":"important to not only just understand more about who"},{"startTime":392.51,"endTime":396.31,"body":"you are. I'm big on self awareness and starting from that point"},{"startTime":396.35,"endTime":399.51,"body":"of strengths, but it also makes it easier to"},{"startTime":399.63,"endTime":403.078,"body":"identify and even pivot when you know"},{"startTime":403.134,"endTime":406.374,"body":"someone speaks a different language, so to speak, or quite"},{"startTime":406.422,"endTime":410.054,"body":"literally, uh, but you're able to then know who you're"},{"startTime":410.102,"endTime":413.318,"body":"talking to to be able to position yourself"},{"startTime":413.414,"endTime":416.87,"body":"to engage and not alienate that"},{"startTime":416.91,"endTime":419.094,"body":"person. So when someone reaches out via"},{"startTime":419.142,"endTime":422.908,"body":"DM1, you're building that trust and that credibility"},{"startTime":423.004,"endTime":426.236,"body":"and they feel comfortable enough to reach out. But it's also"},{"startTime":426.308,"endTime":429.916,"body":"recognizing and identifying like the way in which that person"},{"startTime":429.988,"endTime":433.612,"body":"communicates. Your whole list isn't made up of that one type. So"},{"startTime":433.636,"endTime":436.492,"body":"sometimes it's a pat on the back to let you know, hey, this is doing"},{"startTime":436.516,"endTime":440.348,"body":"a great job. And I'll give you an example. I send out"},{"startTime":440.404,"endTime":443.932,"body":"a message to like, people in my network once a month just to keep the"},{"startTime":443.956,"endTime":447.532,"body":"engagement going. And I got a response the other day that was like, can you"},{"startTime":447.556,"endTime":451.22,"body":"take me off your list? And it was just like, ooh, this"},{"startTime":451.26,"endTime":454.74,"body":"isn't a list. It's really me reaching out to"},{"startTime":454.78,"endTime":458.58,"body":"you. But I recognize and understand, I appreciate you sharing with"},{"startTime":458.62,"endTime":462.02,"body":"me that it's not being received that way on your"},{"startTime":462.06,"endTime":465.588,"body":"end. So it helps me be able to go back and look at"},{"startTime":465.724,"endTime":469.492,"body":"the way the message is maybe even crafted or the verbiage that"},{"startTime":469.516,"endTime":473.22,"body":"I'm using that maybe makes it sound a little more generic than that"},{"startTime":473.26,"endTime":476.662,"body":"personal touch that I strive for. So"},{"startTime":476.846,"endTime":480.662,"body":"we can look at it just as feedback, which helps us figure out"},{"startTime":480.686,"endTime":484.214,"body":"what to double down on and what to ditch. That's good. And actually"},{"startTime":484.302,"endTime":487.99,"body":"you're reminding me of. I was curious to ask you about like automations"},{"startTime":488.07,"endTime":491.862,"body":"and autoresponders and that kind of thing because I was very resistant, as"},{"startTime":491.886,"endTime":495.526,"body":"Colleen knows, to even have any automations because"},{"startTime":495.598,"endTime":499.094,"body":"I too am very big on the personal touch and I didn't want to lose"},{"startTime":499.142,"endTime":502.342,"body":"that. But we were able to find a way to weave it in. But I"},{"startTime":502.366,"endTime":506.092,"body":"am curious, just like, what has your experience even been with"},{"startTime":506.116,"endTime":509.692,"body":"autoresponders and automations, whether you're using them or you've worked with a client"},{"startTime":509.756,"endTime":513.468,"body":"through navigating a sticky situation or something. Yeah,"},{"startTime":513.564,"endTime":517.068,"body":"I think it has a place. And much like you, you have to"},{"startTime":517.124,"endTime":520.908,"body":"find your ebb, your flow and your right fit."},{"startTime":521.084,"endTime":524.876,"body":"For me, I was very much Emmanuel Michelle for most"},{"startTime":524.948,"endTime":528.62,"body":"of my business, which is knocking at 20 years at this point."},{"startTime":528.74,"endTime":532.43,"body":"But I did things manually and again, I had to kind"},{"startTime":532.47,"endTime":536.126,"body":"of evolve and recognize that automations doesn't"},{"startTime":536.158,"endTime":539.566,"body":"mean I had to lose that personal touch. And so for"},{"startTime":539.638,"endTime":543.246,"body":"me, there's places for it where it really does"},{"startTime":543.318,"endTime":547.118,"body":"help me and there are places where I'm still very resistant to. And"},{"startTime":547.174,"endTime":550.862,"body":"so if I have to reach out to a client week after week, that should"},{"startTime":550.886,"endTime":554.526,"body":"be a template. I shouldn't necessarily have to go in"},{"startTime":554.598,"endTime":558.19,"body":"every week and craft this. I know where to plug the line"},{"startTime":558.23,"endTime":561.564,"body":"in. Right. I leave the template open where I add that personal"},{"startTime":561.652,"endTime":565.404,"body":"touch. But overall, the email itself should be pretty"},{"startTime":565.452,"endTime":568.604,"body":"systematic. Here are the four things I need from you this week. Here are the"},{"startTime":568.612,"endTime":572.428,"body":"four things to expect from me coming up. You know what I mean? Like, that"},{"startTime":572.484,"endTime":576.24,"body":"doesn't require as much specialization"},{"startTime":576.82,"endTime":580.52,"body":"in other aspects, I'm fairly resistant. I am"},{"startTime":580.82,"endTime":583.56,"body":"a little different on that out of office email"},{"startTime":584.18,"endTime":587.73,"body":"because sometimes when those who shouldn't be"},{"startTime":587.77,"endTime":591.522,"body":"contacting you, get a response, then they take it as a response and"},{"startTime":591.546,"endTime":595.378,"body":"an invitation to keep contacting you. So I"},{"startTime":595.434,"endTime":599.25,"body":"think I am of the proactive standpoint of I let as"},{"startTime":599.29,"endTime":603.074,"body":"many people know I'm going to be out of the office, so that it's"},{"startTime":603.122,"endTime":606.946,"body":"not that automated generated response that also invites"},{"startTime":606.978,"endTime":610.418,"body":"people in that I don't want in my circle. That's interesting. So it's"},{"startTime":610.434,"endTime":614.162,"body":"tricky. It is tricky. Well, I haven't personally run into that because"},{"startTime":614.186,"endTime":617.618,"body":"I've only really, in the last year or so started using the like, hey, I'm"},{"startTime":617.634,"endTime":619.614,"body":"out of the office for a bit and I'll get back to you as soon"},{"startTime":619.622,"endTime":623.022,"body":"as possible. Which you actually saw because it was up when we were on the"},{"startTime":623.046,"endTime":626.782,"body":"holiday break. So I've been playing around with it. I haven't received"},{"startTime":626.886,"endTime":630.062,"body":"that. Where the conversations that are less invited in are"},{"startTime":630.086,"endTime":633.662,"body":"happening, shall we say? And it's something I"},{"startTime":633.686,"endTime":637.45,"body":"definitely notice around either the holiday times where everyone's selling everything"},{"startTime":637.75,"endTime":641.582,"body":"and at the first of the year where it's just like throw spaghetti at the"},{"startTime":641.606,"endTime":645.262,"body":"wall and see what sticks. And again, it's uninvited. They"},{"startTime":645.286,"endTime":648.51,"body":"aren't the people you actually want to hear from. They aren't the people who are"},{"startTime":648.55,"endTime":652.346,"body":"on your list who invited you into their inbox. It's"},{"startTime":652.378,"endTime":656.058,"body":"those people who are just like, hey, do you want this"},{"startTime":656.114,"endTime":659.61,"body":"to look better? Do you want more followers on ig? It's like your"},{"startTime":659.65,"endTime":663.45,"body":"information's out there. And so sending an"},{"startTime":663.49,"endTime":667.242,"body":"auto response is just like, you have to think about what that says and what"},{"startTime":667.266,"endTime":670.81,"body":"it invites people to do and what it commits you to."},{"startTime":670.93,"endTime":673.69,"body":"And I am not willing to say I'm going to get back to you in"},{"startTime":673.73,"endTime":677.562,"body":"24 to 48 hours or on this date if I have no intention of"},{"startTime":677.586,"endTime":681.336,"body":"responding because we don't know each other. You know what I mean? It's"},{"startTime":681.368,"endTime":685.016,"body":"like, this isn't a real opportunity, this is spam."},{"startTime":685.208,"endTime":688.808,"body":"So I'm not acknowledging spam."},{"startTime":688.904,"endTime":692.568,"body":"And so that's where I've been kind of resistant. I don't have just"},{"startTime":692.624,"endTime":696.456,"body":"that automatic. Every email in gets this"},{"startTime":696.528,"endTime":700.168,"body":"responder type of thing. So I communicate as much as I can on the front"},{"startTime":700.224,"endTime":704.008,"body":"end and anyone who's in my inbox or sort of gets"},{"startTime":704.024,"endTime":706.44,"body":"in there, I check it, you know what I mean? So it's just like I"},{"startTime":706.48,"endTime":710.322,"body":"get back with and I'm like, message received. I'll be back in"},{"startTime":710.346,"endTime":714.082,"body":"touch here, you know what I mean? So that's my way of"},{"startTime":714.106,"endTime":717.842,"body":"doing it to each everyone's own. But those are some of the things that I"},{"startTime":717.866,"endTime":721.506,"body":"think about, and maybe it'll offer some insights to somebody else. Yeah,"},{"startTime":721.538,"endTime":724.242,"body":"true. I mean, I'm sure there's going to be sparks flying all over the place"},{"startTime":724.266,"endTime":727.89,"body":"for people with different ideas and pings and insights, and I can't wait for this."},{"startTime":728.01,"endTime":731.522,"body":"I do have a friend who uses that just, like, as an aside, where she"},{"startTime":731.546,"endTime":735.102,"body":"has it, like, constant autoresponder. And it's just a"},{"startTime":735.126,"endTime":738.83,"body":"lot. And because I know that that's coming, I may not pay as much"},{"startTime":738.87,"endTime":742.606,"body":"attention to it. I'm guilty of the same thing. It's just like, oh, you're"},{"startTime":742.638,"endTime":745.822,"body":"not there. Well, it's on my mind and I still need to tell you the"},{"startTime":745.846,"endTime":749.502,"body":"thing before I forget. So I send it anyway. I'll follow up later, but"},{"startTime":749.526,"endTime":753.022,"body":"I have to get it off my checklist. So it's an odd space to be"},{"startTime":753.046,"endTime":756.814,"body":"in because we communicate so much now. Yeah, we do. So a"},{"startTime":756.822,"endTime":760.494,"body":"lot of my conversations span several different platforms. It's a"},{"startTime":760.502,"endTime":763.69,"body":"joke that my podcast producer and I are like, we're really, really good friends. And"},{"startTime":763.73,"endTime":767.322,"body":"so we'll talk on Telegram and Instagram and Slack and email"},{"startTime":767.426,"endTime":771.226,"body":"and, and, and, and. And so it's like, certain people, like,"},{"startTime":771.298,"endTime":774.922,"body":"that's cool. And you can take a conversation all over the Internet and then other"},{"startTime":774.946,"endTime":778.01,"body":"people, it's like, I need you to be here. And with some things, I very"},{"startTime":778.05,"endTime":781.514,"body":"much am like, I need to be here. And even only here and only"},{"startTime":781.602,"endTime":785.162,"body":"here. And Leah and I have done that where it's like, all right, Telegram is"},{"startTime":785.186,"endTime":788.55,"body":"this space. Email is this space. Slack is this space."},{"startTime":789.02,"endTime":792.628,"body":"Yes. Giving purpose to it is huge because everyone"},{"startTime":792.684,"endTime":796.388,"body":"doesn't have to be invited in for everything. Yeah. And so it's"},{"startTime":796.404,"endTime":800.068,"body":"really important for you to be able to define that because otherwise other people"},{"startTime":800.124,"endTime":803.732,"body":"will define it for you. So I think this is where my brain was"},{"startTime":803.756,"endTime":807.604,"body":"thinking earlier of just, like, setting expectations. One thing you mentioned"},{"startTime":807.652,"endTime":811.364,"body":"was with an email response and saying, Even saying, message"},{"startTime":811.412,"endTime":815.162,"body":"received. I have been this person sometimes. I"},{"startTime":815.186,"endTime":817.962,"body":"also have clients who are this way. I also have clients who deal with clients"},{"startTime":818.026,"endTime":820.89,"body":"who are this way, where it's like, I just can't deal with that right now."},{"startTime":820.93,"endTime":824.682,"body":"And so they leave it as unread or they mark it in there, whatever. But"},{"startTime":824.706,"endTime":828.41,"body":"we have no idea. And that has not been communicated to us. So one thing"},{"startTime":828.45,"endTime":831.802,"body":"I realized is that if I want a response, I need to ask for a"},{"startTime":831.826,"endTime":835.53,"body":"response. Ooh. But not everybody has had that. Right? Not"},{"startTime":835.57,"endTime":839.322,"body":"everybody has had that epiphany. I love that. Speak to that"},{"startTime":839.346,"endTime":842.97,"body":"for us. I love that. Because it's two"},{"startTime":843.01,"endTime":846.436,"body":"Faced as. I mean, I hate to say almost everything is"},{"startTime":846.508,"endTime":850.292,"body":"there's no set it and forget it way to do any of"},{"startTime":850.316,"endTime":854.1,"body":"it. So on one side of things, it's like, I received that"},{"startTime":854.14,"endTime":857.78,"body":"email, I don't have the capacity. I'll get to it. Your"},{"startTime":857.82,"endTime":861.54,"body":"client or who's on the other end of that doesn't know. They just"},{"startTime":861.58,"endTime":865.156,"body":"don't know. When you communicate and you receive, you're"},{"startTime":865.188,"endTime":868.948,"body":"gauging your capacity. But the person on the other side of that"},{"startTime":869.004,"endTime":872.702,"body":"email doesn't know that it was received. Right. It goes back to what we"},{"startTime":872.726,"endTime":876.43,"body":"talked about when we started our conversation. Message sent doesn't necessarily mean"},{"startTime":876.47,"endTime":880.11,"body":"message received. And so communicating."},{"startTime":880.27,"endTime":884.11,"body":"I'm big on acknowledging receipt of an email. Right. To"},{"startTime":884.15,"endTime":887.71,"body":"say that I'm going to get to it. But I did get it"},{"startTime":887.83,"endTime":891.55,"body":"so that people aren't left wondering. And I think that's a lot of times"},{"startTime":891.59,"endTime":895.118,"body":"where we start miscommunication because then if someone"},{"startTime":895.174,"endTime":898.846,"body":"follows up because they don't know that you got it, then you're annoyed because they're"},{"startTime":898.878,"endTime":902.714,"body":"following back up. Right. When that's what they need to happen,"},{"startTime":902.882,"endTime":906.49,"body":"you know. And so I love that you go a step"},{"startTime":906.53,"endTime":910.234,"body":"beyond. It's just like, can you respond to either"},{"startTime":910.282,"endTime":913.994,"body":"let me know that you got it or let me know the answer to whatever"},{"startTime":914.042,"endTime":917.658,"body":"I'm asking. I do think we do a lot of implications because email"},{"startTime":917.714,"endTime":921.338,"body":"is so easy now. We talk in pictures most of the time."},{"startTime":921.394,"endTime":925.114,"body":"Right. And so between DMs and emojis,"},{"startTime":925.162,"endTime":928.314,"body":"there's so many different ways to communicate that is no longer"},{"startTime":928.362,"endTime":931.882,"body":"standard. We have to go above and beyond"},{"startTime":932.026,"endTime":935.45,"body":"to make sure we are being clear, to make sure we are"},{"startTime":935.49,"endTime":939.338,"body":"communicating to different archetypes and personalities. Right."},{"startTime":939.474,"endTime":942.89,"body":"And to make sure that we aren't stuck in our own pet"},{"startTime":942.93,"endTime":946.682,"body":"peeves and recognize that our ways are the only ways of"},{"startTime":946.706,"endTime":950.41,"body":"doing a thing. So we just have to be more mindful of all"},{"startTime":950.45,"endTime":954.282,"body":"of our communication across all of our platforms. Yeah. And"},{"startTime":954.306,"endTime":957.242,"body":"I will say that's a very new thing where if I want a response, I"},{"startTime":957.266,"endTime":960.834,"body":"need to ask for their response. And one of the really big tipping"},{"startTime":960.882,"endTime":964.082,"body":"points was I had a client and they were just so"},{"startTime":964.106,"endTime":967.682,"body":"overwhelmed by the thing and they had had such a"},{"startTime":967.706,"endTime":971.154,"body":"negative response reaction experience with something"},{"startTime":971.242,"endTime":974.978,"body":"previously. And so it wasn't me, but it was all of that stuff"},{"startTime":975.074,"endTime":978.482,"body":"that had salt poured in the wound just because I sent an email with the"},{"startTime":978.506,"endTime":982.034,"body":"Deliverable and they didn't open it for like two or three months. I didn't know"},{"startTime":982.042,"endTime":984.722,"body":"that. I followed up a couple times. It got to the point Where I just"},{"startTime":984.746,"endTime":988.216,"body":"moved the project to complete because I was like, I guess we're good here."},{"startTime":988.288,"endTime":991.832,"body":"Yeah, I mean, I haven't heard anything, but you know, I was stuck in that"},{"startTime":991.856,"endTime":994.76,"body":"weird spot of like, I want to make sure they're okay. I want to make"},{"startTime":994.8,"endTime":998.2,"body":"sure that we're good and that they don't need any modifications. But I also want"},{"startTime":998.24,"endTime":1001.22,"body":"to be respectful of like, they very much seem done with."},{"startTime":1001.68,"endTime":1005.464,"body":"Right. And it is tricky. Again, there's no"},{"startTime":1005.632,"endTime":1009.176,"body":"right way. It's just making sure"},{"startTime":1009.248,"endTime":1012.968,"body":"we're being mindful of it is scheduling that"},{"startTime":1013.024,"endTime":1016.312,"body":"follow up or putting it on your calendar to follow up."},{"startTime":1016.496,"endTime":1020.136,"body":"And it's setting your own expectation"},{"startTime":1020.328,"endTime":1023.704,"body":"of communication delivered and also communication"},{"startTime":1023.752,"endTime":1027.48,"body":"received. So in a situation like yours, we"},{"startTime":1027.52,"endTime":1031.272,"body":"take for granted what's implied. It's like, oh, I sent the email, you"},{"startTime":1031.296,"endTime":1035.048,"body":"should know, I want this, this, this and this. And I"},{"startTime":1035.104,"endTime":1038.76,"body":"break down for my clients. I had a client who got an email and"},{"startTime":1038.8,"endTime":1041.96,"body":"she wanted to know how to respond to it. And it was someone in her"},{"startTime":1042.0,"endTime":1045.69,"body":"membership and the email implied"},{"startTime":1045.85,"endTime":1049.562,"body":"that they no longer wanted to be a part of it. We went line by"},{"startTime":1049.586,"endTime":1053.21,"body":"line. I was like, there's no ask in this email. So where we get"},{"startTime":1053.25,"endTime":1056.762,"body":"very emotional and wanted to respond. And a lot of times we get caught up"},{"startTime":1056.786,"endTime":1060.362,"body":"and wanted to respond fast and not accurately. You know, it's just"},{"startTime":1060.386,"endTime":1064.042,"body":"like, let's take a step back. You want to make sure you're acknowledging it."},{"startTime":1064.066,"endTime":1067.562,"body":"It's like, just acknowledge receipt. Just acknowledge that you got it and we'll get back"},{"startTime":1067.586,"endTime":1071.322,"body":"to it. Right? We'll go through the process. And from there it was like,"},{"startTime":1071.346,"endTime":1075.178,"body":"there's no ask. So now the ball is back in your"},{"startTime":1075.234,"endTime":1079.05,"body":"court. You can respond from a place of authority instead of"},{"startTime":1079.09,"endTime":1082.922,"body":"reaction from an emotional place. And so it was just like,"},{"startTime":1082.946,"endTime":1086.49,"body":"okay, because there's no ask, you can now decide if you are"},{"startTime":1086.53,"endTime":1089.994,"body":"addressing the implication and providing the steps"},{"startTime":1090.042,"endTime":1093.226,"body":"for unsubscribing. But you don't have to take that"},{"startTime":1093.298,"endTime":1097.114,"body":"as she might just be venting. You can respond"},{"startTime":1097.162,"endTime":1100.922,"body":"with, okay, I understand. What would you like to"},{"startTime":1100.946,"endTime":1104.634,"body":"happen? What do you need from me? How can I support"},{"startTime":1104.722,"endTime":1108.282,"body":"you? You know what I mean? Or you can say, I"},{"startTime":1108.306,"endTime":1111.882,"body":"recognize that you felt anxious. I want to go ahead and provide"},{"startTime":1111.986,"endTime":1115.35,"body":"you the steps to cancel in case"},{"startTime":1115.65,"endTime":1119.178,"body":"this is what you're asking for. It is reading between every"},{"startTime":1119.234,"endTime":1122.81,"body":"keystroke to try to figure out what's going"},{"startTime":1122.85,"endTime":1126.546,"body":"on. But when you are quick witted, you've"},{"startTime":1126.578,"endTime":1130.05,"body":"gotta be on top of your game. You have to be in a position to"},{"startTime":1130.09,"endTime":1133.618,"body":"recognize that it's not always you, it's not you. It's not about you."},{"startTime":1133.754,"endTime":1136.978,"body":"And being able to approach it from a place of discernment"},{"startTime":1137.154,"endTime":1140.882,"body":"and responding versus reacting really gives you a"},{"startTime":1140.906,"endTime":1144.37,"body":"lot of power and confidence in how you navigate all your"},{"startTime":1144.41,"endTime":1148.146,"body":"communications. It really does. And it took me years to understand"},{"startTime":1148.218,"endTime":1151.72,"body":"that it's not always me. Yes, years. Some days it's still"},{"startTime":1151.76,"endTime":1155.496,"body":"questionable, but like. Years, it's ongoing because we also don't"},{"startTime":1155.528,"endTime":1159.272,"body":"necessarily know the tone or the intention of the other person. So"},{"startTime":1159.296,"endTime":1162.76,"body":"you have to almost take it professionally before you take it"},{"startTime":1162.8,"endTime":1166.536,"body":"personally. Oh, for sure. And for the sake of your brand, right, for the sake"},{"startTime":1166.568,"endTime":1169.88,"body":"of your reputation and your relationships, you have to take it"},{"startTime":1169.92,"endTime":1173.672,"body":"professionally and not so much personally. Even when it"},{"startTime":1173.696,"endTime":1177.536,"body":"comes to reviews. Especially when it comes to reviews, Brittani."},{"startTime":1177.568,"endTime":1180.864,"body":"And that is difficult for people. Listen, I"},{"startTime":1180.952,"endTime":1184.512,"body":"love to read reviews. Especially like I like to eat. So"},{"startTime":1184.536,"endTime":1188.272,"body":"restaurants and that type of thing. I love to read"},{"startTime":1188.296,"endTime":1191.856,"body":"them. It's the same as like binge watching a show on Netflix for me, because"},{"startTime":1191.928,"endTime":1195.312,"body":"I'm yelling and I'm going, why would you write"},{"startTime":1195.376,"endTime":1198.944,"body":"that? Because your response on a review"},{"startTime":1199.112,"endTime":1202.944,"body":"isn't to the person who wrote the review. It's"},{"startTime":1202.992,"endTime":1206.208,"body":"to the future client who might be reading the"},{"startTime":1206.264,"endTime":1210.076,"body":"review. It's like you wanting to tell the person,"},{"startTime":1210.148,"endTime":1213.884,"body":"well, you came late and you did the. That is"},{"startTime":1213.972,"endTime":1217.644,"body":"unhelpful. I know you think you're laying"},{"startTime":1217.692,"endTime":1221.468,"body":"out a foundation for why it happened. It's like, it's not."},{"startTime":1221.604,"endTime":1225.42,"body":"This is not the way to approach that. So again, I"},{"startTime":1225.46,"endTime":1229.18,"body":"can read where the emotional knee jerk reaction is"},{"startTime":1229.22,"endTime":1232.54,"body":"coming from versus somebody who just owns it. Because they"},{"startTime":1232.58,"endTime":1236.316,"body":"recognize the responses for their future client. Because they're"},{"startTime":1236.348,"endTime":1239.98,"body":"judging you and making decisions about how you"},{"startTime":1240.02,"endTime":1243.596,"body":"might handle conflict in these reviews, they're"},{"startTime":1243.628,"endTime":1247.452,"body":"pregaming for what might happen to them. Right. And they're reading"},{"startTime":1247.516,"endTime":1250.86,"body":"someone else's experience and how you handle that says"},{"startTime":1250.98,"endTime":1254.652,"body":"so much more than any words you could ever write."},{"startTime":1254.796,"endTime":1258.54,"body":"A hundred thousand million percent. Because I'm over here just like nodding vigorously."},{"startTime":1258.62,"endTime":1262.47,"body":"Another example is like Airbnb reviews. My boyfriend and I have"},{"startTime":1262.51,"endTime":1266.294,"body":"been, you know, hopping around living in short term rentals for,"},{"startTime":1266.382,"endTime":1270.182,"body":"I think we're going on like 4ish years, although we finally found like a"},{"startTime":1270.206,"endTime":1273.782,"body":"more stable spot. Thank you. Wow. It's been a lot."},{"startTime":1273.886,"endTime":1277.19,"body":"But as part of our criteria, and I recently was sharing this with a friend"},{"startTime":1277.23,"endTime":1280.022,"body":"who's about to do the same thing and just like go and do short term"},{"startTime":1280.046,"endTime":1283.142,"body":"rentals while they're figuring out where they want to live. One of the steps in"},{"startTime":1283.166,"endTime":1286.87,"body":"our process was to go and look at the reviews for these places because"},{"startTime":1286.91,"endTime":1290.304,"body":"it's two year point. It's like, if and when a problem"},{"startTime":1290.472,"endTime":1294.176,"body":"arises, how are they going to handle it? Because we're"},{"startTime":1294.208,"endTime":1297.008,"body":"reasonable people and we think we're reasonable people and I think we all think we're"},{"startTime":1297.024,"endTime":1300.58,"body":"reasonable people, but we. Do until we aren't."},{"startTime":1302.28,"endTime":1306.032,"body":"Yes, right, Exactly. But yeah, I mean, that is such a good point"},{"startTime":1306.056,"endTime":1309.184,"body":"that you're writing the response for your future"},{"startTime":1309.272,"endTime":1312.848,"body":"potential clients and customers. Yes, Airbnb's"},{"startTime":1312.864,"endTime":1316.656,"body":"are. I mean, it's a goldmine of just get your popcorn,"},{"startTime":1316.768,"endTime":1320.482,"body":"add a little extra butter and read away. But I do."},{"startTime":1320.506,"endTime":1323.938,"body":"And I'm always surprised at how more"},{"startTime":1323.994,"endTime":1327.698,"body":"people don't see it this way. I guess it really can be"},{"startTime":1327.754,"endTime":1331.506,"body":"your own superpower. When something seems so easy to you, that's"},{"startTime":1331.538,"endTime":1335.25,"body":"really hard for others. It's just like, yeah, this is how I make"},{"startTime":1335.29,"endTime":1338.786,"body":"my determination. I'm reading the reviews"},{"startTime":1338.898,"endTime":1342.706,"body":"first because I also look at when people have five star reviews."},{"startTime":1342.738,"endTime":1346.316,"body":"I know this is just me getting nerdy and off topic, but when people have"},{"startTime":1346.388,"endTime":1350.14,"body":"those five star reviews, I look even deeper because I need"},{"startTime":1350.18,"endTime":1354.012,"body":"to know if Those are from 2001 or last week or"},{"startTime":1354.036,"endTime":1356.08,"body":"a friend makes a difference."},{"startTime":1357.22,"endTime":1360.572,"body":"Right. Because there were a few people that we stayed at their"},{"startTime":1360.596,"endTime":1364.044,"body":"Airbnbs and we were like, there's no way in h e double hockey"},{"startTime":1364.092,"endTime":1367.9,"body":"sticks that this is a legit person stranger who was"},{"startTime":1367.94,"endTime":1370.82,"body":"just like, I'm going to choose to stay here and I'm going to rent this."},{"startTime":1370.9,"endTime":1374.74,"body":"Well, like, no. Yes. Now I'm the one getting off topic, but for"},{"startTime":1374.78,"endTime":1377.732,"body":"real. But it all adds up into"},{"startTime":1377.916,"endTime":1381.588,"body":"communication and even reputation because believe it or not,"},{"startTime":1381.644,"endTime":1384.548,"body":"like these things that seem so frivolous, right? And even"},{"startTime":1384.604,"endTime":1388.388,"body":"entertaining really matter to all of us as small business"},{"startTime":1388.444,"endTime":1391.188,"body":"owners and entrepreneurs because they're so"},{"startTime":1391.244,"endTime":1394.756,"body":"intertwined and you need to know what depths your"},{"startTime":1394.828,"endTime":1398.668,"body":"client are willing to go before working with you."},{"startTime":1398.724,"endTime":1402.572,"body":"It's no longer a build it and they will come. No, build it and they"},{"startTime":1402.596,"endTime":1405.884,"body":"will look. They will decide if they're"},{"startTime":1405.932,"endTime":1409.5,"body":"coming later. You know what I mean? And"},{"startTime":1409.54,"endTime":1412.732,"body":"they take lots of steps before"},{"startTime":1412.836,"endTime":1416.268,"body":"recognizing and they look to see if someone is that"},{"startTime":1416.404,"endTime":1420.172,"body":"1%. These things go wrong, you know, 1% of the"},{"startTime":1420.196,"endTime":1423.772,"body":"time, no one wants to be that for your fee. I don't care what your"},{"startTime":1423.796,"endTime":1427.532,"body":"fee is. No one wants to be that 1%. And so they want to"},{"startTime":1427.556,"endTime":1431.356,"body":"know how you're going to handle the off chance of something going"},{"startTime":1431.428,"endTime":1435.18,"body":"wrong. Which is why reviews tend to be so valuable"},{"startTime":1435.26,"endTime":1439.1,"body":"and so important. But they are a source of feedback"},{"startTime":1439.18,"endTime":1442.78,"body":"as all communication can be your DMs. It's a"},{"startTime":1442.82,"endTime":1446.62,"body":"feedback either as to how you can pat yourself on the back or"},{"startTime":1446.66,"endTime":1450.08,"body":"tighten up your back end. Either way is true."},{"startTime":1450.83,"endTime":1453.894,"body":"Oh, this is so good. I have one more question that just popped in my"},{"startTime":1453.902,"endTime":1456.47,"body":"head or kind of like statement thing that we can explore. And then I would"},{"startTime":1456.51,"endTime":1460.326,"body":"love to hear, just to get you like, noodling on this, some of the principles"},{"startTime":1460.358,"endTime":1463.59,"body":"or strategies that you might be able to share with us. Go for it. So"},{"startTime":1463.63,"endTime":1467.382,"body":"my one little one off thing, I'm realizing as you're sharing these"},{"startTime":1467.406,"endTime":1471.222,"body":"different examples and moments and we're talking about it, that I"},{"startTime":1471.246,"endTime":1474.822,"body":"tend to be more on the proactive side of communicating. For example, I"},{"startTime":1474.846,"endTime":1478.318,"body":"have someone who's in one of my programs and I haven't heard from her. And"},{"startTime":1478.374,"endTime":1481.214,"body":"I had already checked in with her once and she did respond and she was"},{"startTime":1481.222,"endTime":1484.798,"body":"like, you know, life is lifing. And it's been another, like, few weeks. And I'm"},{"startTime":1484.814,"endTime":1487.022,"body":"like, all right, life is probably still life. And so I checked in with her"},{"startTime":1487.046,"endTime":1490.622,"body":"and I'm like, hey, are you good? Nope. No, I'm not. I'm in here. I"},{"startTime":1490.646,"endTime":1493.374,"body":"feel like I haven't been able to do anything. And I'm like, what can I"},{"startTime":1493.382,"endTime":1496.942,"body":"do? What can I offer? Here's this or this. And she's like, could we do"},{"startTime":1496.966,"endTime":1499.806,"body":"the second option? Because I really want to make sure that I get your eyes."},{"startTime":1499.838,"endTime":1502.558,"body":"And, you know, I feel like I'm able to do something with this since I've"},{"startTime":1502.574,"endTime":1505.582,"body":"paid money for it. And I'm like, cool, let's do that. But I know that"},{"startTime":1505.606,"endTime":1509.422,"body":"a lot of other people are more reactive and sometimes situations just happen and"},{"startTime":1509.446,"endTime":1512.302,"body":"that you are reactive to it. It's putting you in a spot where, like, you"},{"startTime":1512.326,"endTime":1515.902,"body":"were talking about with your client, where someone wrote in about the membership and how"},{"startTime":1515.926,"endTime":1519.742,"body":"it sounds like they maybe weren't super happy with it. For someone like me, where"},{"startTime":1519.766,"endTime":1522.622,"body":"that is just so innate. Do you feel like that's a good thing? Do you"},{"startTime":1522.646,"endTime":1525.902,"body":"feel like it's better to be more on the, like, let them send you the"},{"startTime":1525.926,"endTime":1529.566,"body":"message or like, any thoughts there? It can be a great thing"},{"startTime":1529.718,"endTime":1533.566,"body":"if you are proactive and that is your style and that is your brand"},{"startTime":1533.638,"endTime":1537.486,"body":"reputation. It's almost what's expected. Like, it's an"},{"startTime":1537.558,"endTime":1541.23,"body":"unexpected perk. Like, people look to know that they are"},{"startTime":1541.27,"endTime":1545.022,"body":"being seen in your membership. So that probably goes as a pat on the"},{"startTime":1545.046,"endTime":1548.766,"body":"back for you. It's like, oh, she recognizes I haven't been showing"},{"startTime":1548.798,"endTime":1552.334,"body":"up. I haven't been as active. But you are also"},{"startTime":1552.422,"endTime":1556.014,"body":"Leading with empathy to go, hey, how's it going?"},{"startTime":1556.182,"endTime":1559.502,"body":"We have to have different touch points in our system. It's not"},{"startTime":1559.526,"endTime":1562.814,"body":"necessarily got an email, send an email. I"},{"startTime":1562.902,"endTime":1566.622,"body":"think critically about these things you're thinking as"},{"startTime":1566.646,"endTime":1570.222,"body":"an entrepreneur and as a CEO, how you're problem solving"},{"startTime":1570.286,"endTime":1573.87,"body":"scenarios that haven't happened yet. So it's just like, if this happens,"},{"startTime":1573.95,"endTime":1577.502,"body":"how would I respond to this? Or what would I do"},{"startTime":1577.526,"endTime":1581.07,"body":"about this or what my stance is on this? It's just like, how do you"},{"startTime":1581.11,"endTime":1584.91,"body":"feel about people who don't use their membership? Is it right or is it"},{"startTime":1584.95,"endTime":1588.782,"body":"wrong? No, you know what I mean? It's not right"},{"startTime":1588.806,"endTime":1592.622,"body":"and it's not wrong because we all have different styles, but we also"},{"startTime":1592.726,"endTime":1596.382,"body":"all have areas of improvement. So for someone who is a"},{"startTime":1596.406,"endTime":1600.222,"body":"little more reactionary, it doesn't mean that it's wrong. It just may be"},{"startTime":1600.246,"endTime":1603.742,"body":"an area of improvement for you. If you're a"},{"startTime":1603.766,"endTime":1607.502,"body":"responder, until that client comes in, you won't know that you need to"},{"startTime":1607.526,"endTime":1611.326,"body":"change that expectation or you're becoming proactive"},{"startTime":1611.358,"endTime":1615.15,"body":"about your self awareness and your communication styles. And"},{"startTime":1615.19,"endTime":1618.784,"body":"now you're like, I know this is a place where I could beef up"},{"startTime":1618.942,"endTime":1622.684,"body":"my leadership in terms of my communities and my clients and you're going"},{"startTime":1622.692,"endTime":1626.476,"body":"to go ahead and start looking for resources and options to improve it."},{"startTime":1626.548,"endTime":1630.252,"body":"So I think it all just becomes areas of improvement in which we"},{"startTime":1630.276,"endTime":1634.092,"body":"could look into. I love that so much. And I was hoping and thinking that"},{"startTime":1634.116,"endTime":1637.404,"body":"your response would be somewhere along those lines, but because I don't ever want it"},{"startTime":1637.412,"endTime":1639.532,"body":"to be like, I'm doing it this way and it's the right way. It's just"},{"startTime":1639.556,"endTime":1642.812,"body":"like, no, like, let me share this because maybe someone listening hasn't thought about doing"},{"startTime":1642.836,"endTime":1646.402,"body":"something like that. Or maybe they had, you know, a scenario recently where it's like,"},{"startTime":1646.426,"endTime":1649.97,"body":"oh, yeah, I did do that. Oh, cool. Like pat themselves on the back too."},{"startTime":1650.09,"endTime":1653.714,"body":"Communication is all about perspective. And yours"},{"startTime":1653.762,"endTime":1657.33,"body":"isn't the only one. So I love to share with my"},{"startTime":1657.37,"endTime":1661.01,"body":"clients. It's two plus two equals four. So does"},{"startTime":1661.05,"endTime":1664.626,"body":"five minus one. So your way isn't the only"},{"startTime":1664.698,"endTime":1668.53,"body":"way. Right. And so your perspective on things isn't the only"},{"startTime":1668.57,"endTime":1671.65,"body":"way. And that's the way I really approach. And it's probably how I make things"},{"startTime":1671.69,"endTime":1675.188,"body":"so relatable because I recognize that my perspective and my life"},{"startTime":1675.244,"endTime":1678.564,"body":"experiences are one. Sometimes they offer"},{"startTime":1678.652,"endTime":1682.42,"body":"insights and help you get to a next level or an understanding in"},{"startTime":1682.46,"endTime":1686.212,"body":"a different way. But it isn't a right or wrong that"},{"startTime":1686.236,"endTime":1689.92,"body":"you should adopt. My job is to help you find"},{"startTime":1690.22,"endTime":1694.036,"body":"your special sauce, your signature approach because you have different"},{"startTime":1694.108,"endTime":1697.78,"body":"life experiences that have shaped who you are at this"},{"startTime":1697.82,"endTime":1701.2,"body":"moment in time. How you want to move forward"},{"startTime":1701.77,"endTime":1705.49,"body":"is based on a perspective of either how"},{"startTime":1705.53,"endTime":1709.074,"body":"your clients see you or how you want to be seen."},{"startTime":1709.242,"endTime":1712.978,"body":"That's the real trick. You can say all the nice things about"},{"startTime":1713.034,"endTime":1715.714,"body":"yourself that you want, and I do want you to believe that. I want you"},{"startTime":1715.722,"endTime":1719.346,"body":"to have that confidence. But your reputation is what they say about"},{"startTime":1719.418,"endTime":1722.882,"body":"you, is their experience of you. That"},{"startTime":1722.986,"endTime":1726.802,"body":"really is what matters and drives those referrals and drives those"},{"startTime":1726.826,"endTime":1730.404,"body":"repeat customers. I love how we're weaving in the social proof,"},{"startTime":1730.452,"endTime":1734.292,"body":"especially with something like SEO, because my process starts with social proof. And"},{"startTime":1734.316,"endTime":1737.684,"body":"what are your people saying and how are they describing it and what's the tone,"},{"startTime":1737.732,"endTime":1741.428,"body":"what's the emotion that you're able to notice? So"},{"startTime":1741.484,"endTime":1745.3,"body":"do you have some strategies or principles of etiquette that we could take"},{"startTime":1745.34,"endTime":1748.852,"body":"and apply to DMs, to emails, to, you know, networking events,"},{"startTime":1748.916,"endTime":1752.628,"body":"whatever it may be? Absolutely. I'm a big proponent of self"},{"startTime":1752.644,"endTime":1756.17,"body":"awareness. So if you haven't done something that puts you in line"},{"startTime":1756.21,"endTime":1759.882,"body":"with who you are, I say knowing your pet peeves, your preferences"},{"startTime":1759.946,"endTime":1763.466,"body":"first helps you then be able to interact and navigate"},{"startTime":1763.498,"endTime":1767.178,"body":"others. So I'm always big on that. You have to know what your"},{"startTime":1767.234,"endTime":1770.81,"body":"triggers are, what your life experiences are that brought you"},{"startTime":1770.85,"endTime":1774.33,"body":"to the type of CEO and entrepreneur that you are"},{"startTime":1774.37,"endTime":1778.154,"body":"currently operating as. From there, you have to recognize that your clients"},{"startTime":1778.202,"endTime":1781.836,"body":"are different people. Sometimes, no matter who you're trying to call in,"},{"startTime":1781.978,"endTime":1785.72,"body":"you're not calling in you, you're calling in those like you, and they"},{"startTime":1785.76,"endTime":1789.512,"body":"have had different life experiences that get there. So I"},{"startTime":1789.536,"endTime":1792.872,"body":"think it's kind of a combination of the way that I start and the way"},{"startTime":1792.896,"endTime":1796.536,"body":"that you start. Right. I think it's clear that you have to start with"},{"startTime":1796.608,"endTime":1799.928,"body":"knowing who you are. If you don't have that confidence, someone and a negative review"},{"startTime":1799.984,"endTime":1803.352,"body":"will break you down. So you have to know where you're strong and where you"},{"startTime":1803.376,"endTime":1807.048,"body":"need areas of improvement. From there, you really"},{"startTime":1807.104,"endTime":1810.786,"body":"have to be clear on what your brand values are. That way you"},{"startTime":1810.858,"endTime":1814.658,"body":"know how you are leading. So for me, I say personally"},{"startTime":1814.674,"endTime":1818.434,"body":"and professionally, it's sort of its own personalized PR"},{"startTime":1818.522,"endTime":1821.89,"body":"plan that you're creating. Right. It's not just sales, it's not just"},{"startTime":1821.93,"endTime":1825.538,"body":"marketing. How is your brand being received? So that speaks to,"},{"startTime":1825.594,"endTime":1829.43,"body":"to what you do in the SEO and that social proof,"},{"startTime":1829.77,"endTime":1832.978,"body":"what do you know about yourself? What do you want"},{"startTime":1833.034,"endTime":1836.546,"body":"communicated about yourself and then what are others saying"},{"startTime":1836.618,"endTime":1840.35,"body":"about you? Those are those three key areas."},{"startTime":1840.47,"endTime":1844.03,"body":"And so when it comes to basic. And I'm talking basic,"},{"startTime":1844.11,"endTime":1847.822,"body":"basic etiquette that you can literally apply to all aspects of"},{"startTime":1847.846,"endTime":1851.662,"body":"your life. It comes down to what I call your ABCs, your attitude, your"},{"startTime":1851.686,"endTime":1855.294,"body":"behavior, and your communication. So are we"},{"startTime":1855.462,"endTime":1859.198,"body":"in line with those three things? Are we projecting"},{"startTime":1859.294,"endTime":1863.07,"body":"these brand values and our attitude and the way that we communicate? Are"},{"startTime":1863.11,"endTime":1866.804,"body":"we behaving in these same ways? Are we responding"},{"startTime":1866.852,"endTime":1870.244,"body":"or reacting in these same ways? So you're always looking"},{"startTime":1870.332,"endTime":1874.036,"body":"to build the relationship, even if it isn't"},{"startTime":1874.068,"endTime":1877.876,"body":"what's best for you. And that's a really hard thing"},{"startTime":1878.028,"endTime":1881.668,"body":"for people to apply. Not understand, but to"},{"startTime":1881.724,"endTime":1885.54,"body":"apply, right? So one of those first questions I ask is,"},{"startTime":1885.58,"endTime":1889.396,"body":"is this a relationship that I want to keep? Because that"},{"startTime":1889.468,"endTime":1893.31,"body":"really determines your way forward. Are we scorching the"},{"startTime":1893.35,"endTime":1896.51,"body":"earth and we don't care? Or are we"},{"startTime":1896.55,"endTime":1900.11,"body":"responding in a way that creates some sort of"},{"startTime":1900.15,"endTime":1903.902,"body":"amicable solution? So I think"},{"startTime":1903.926,"endTime":1907.262,"body":"it's really important to lead from those"},{"startTime":1907.366,"endTime":1911.07,"body":"aspects because when problems arise, then"},{"startTime":1911.11,"endTime":1914.654,"body":"you are going to know how to take that step back more quickly. Right? It"},{"startTime":1914.662,"endTime":1918.412,"body":"won't take days. You'll just be able to sort of hit pause"},{"startTime":1918.566,"endTime":1922.032,"body":"and decide what the best step is moving"},{"startTime":1922.096,"endTime":1925.616,"body":"forward. So every DM isn't a negative one."},{"startTime":1925.768,"endTime":1928.944,"body":"It also isn't always a positive one. But"},{"startTime":1929.112,"endTime":1932.576,"body":"nonetheless, you've got to decide if you want to be seen as a person who's"},{"startTime":1932.608,"endTime":1936.272,"body":"consistent. Then you acknowledge receipt. Same with your emails,"},{"startTime":1936.416,"endTime":1940.256,"body":"same on LinkedIn. And it's hard keeping up with multiple platforms,"},{"startTime":1940.288,"endTime":1943.14,"body":"which is why most of the experts tell you to choose"},{"startTime":1943.88,"endTime":1947.452,"body":"one or two. And don't get me wrong, I'm guilty of the same things."},{"startTime":1947.556,"endTime":1951.02,"body":"I don't always respond to all the requests on"},{"startTime":1951.06,"endTime":1954.892,"body":"LinkedIn the same way as I do on Instagram. You know what"},{"startTime":1954.916,"endTime":1958.732,"body":"I mean? So you have to decide where you need"},{"startTime":1958.756,"endTime":1962.492,"body":"to tighten up and where you're already strong. But it"},{"startTime":1962.516,"endTime":1965.836,"body":"really comes down to that attitude, that behavior, and those"},{"startTime":1965.908,"endTime":1969.612,"body":"communications that we send out in every interaction,"},{"startTime":1969.676,"endTime":1973.388,"body":"in every engagement. That is how we build"},{"startTime":1973.444,"endTime":1977.228,"body":"those strong reputations that we really want. That is so interesting. And"},{"startTime":1977.284,"endTime":1980.972,"body":"especially as you're talking about the values, I have mine on my about page because"},{"startTime":1980.996,"endTime":1984.492,"body":"I wanted them front and center. Not just for everyone else who's coming to the"},{"startTime":1984.516,"endTime":1987.324,"body":"page, but for me, too. And it's an easy spot that I can go and"},{"startTime":1987.332,"endTime":1990.94,"body":"be like, all right, am I actually. Am I doing the thing?"},{"startTime":1991.06,"endTime":1994.86,"body":"Because we use words a lot, we love to say them, we write them,"},{"startTime":1994.98,"endTime":1998.812,"body":"we put them everywhere. Right? It's copy and we need it, but"},{"startTime":1998.836,"endTime":2002.668,"body":"are we embodying it right? And I Think that's the real"},{"startTime":2002.724,"endTime":2006.428,"body":"trick? It's just like, ooh, when something isn't going your way or when"},{"startTime":2006.484,"endTime":2009.9,"body":"you don't get that perfect client. How are we embodying"},{"startTime":2010.06,"endTime":2013.132,"body":"these brand values? And so that is the"},{"startTime":2013.236,"endTime":2016.844,"body":"essential core of etiquette, is how we're interacting"},{"startTime":2016.892,"endTime":2020.46,"body":"with one another. And that's always going to go beyond"},{"startTime":2020.54,"endTime":2024.382,"body":"words on paper. It's going to be what we practice. That"},{"startTime":2024.406,"endTime":2028.11,"body":"is so good. Okay, as we wrap up, I know you have a"},{"startTime":2028.15,"endTime":2031.742,"body":"quiz for different types of entrepreneurs. Can you tell us more about this?"},{"startTime":2031.846,"endTime":2035.582,"body":"I do, I do, I do. It's the client connection quiz."},{"startTime":2035.646,"endTime":2039.31,"body":"Because we all want to know how to serve our clients better, right? And so"},{"startTime":2039.35,"endTime":2043.15,"body":"I've created a quiz that identifies four different archetypes,"},{"startTime":2043.23,"endTime":2046.926,"body":"which are pretty much the four common people you're"},{"startTime":2046.958,"endTime":2050.622,"body":"going to run into. And I say at a bare minimum, you're going to take"},{"startTime":2050.646,"endTime":2054.074,"body":"the quiz because you need to know who's who in any"},{"startTime":2054.262,"endTime":2057.762,"body":"room. From there, you're going to be able to"},{"startTime":2057.866,"endTime":2061.522,"body":"identify where some of these gaps and area"},{"startTime":2061.626,"endTime":2065.474,"body":"improvement may be. You're going to understand how others can perceive"},{"startTime":2065.522,"endTime":2069.282,"body":"you in terms of the way in which you're communicating. If"},{"startTime":2069.306,"endTime":2072.85,"body":"you're an analytic, you might be really about data"},{"startTime":2072.97,"endTime":2076.754,"body":"and information and solutions. Right. And if you're a diplomat"},{"startTime":2076.802,"endTime":2080.548,"body":"like me, I'm very relationship centered. And so"},{"startTime":2080.674,"endTime":2084.4,"body":"I want to know about you more than I want to know about"},{"startTime":2084.44,"endTime":2088.272,"body":"the job that you do. We'll get there, but I really want to know more"},{"startTime":2088.296,"endTime":2092.144,"body":"about you and how you chose it and why. Analytic doesn't care."},{"startTime":2092.232,"endTime":2095.936,"body":"And so the quiz helps me be able to adjust and pivot"},{"startTime":2095.968,"endTime":2099.68,"body":"more quickly when I am able to identify who I am"},{"startTime":2099.72,"endTime":2103.344,"body":"likely talking to. I can always position myself"},{"startTime":2103.472,"endTime":2107.312,"body":"to connect and interact with anyone in any room. And"},{"startTime":2107.336,"endTime":2110.832,"body":"I think that is the skill that we need. You don't have to change who"},{"startTime":2110.856,"endTime":2114.494,"body":"you are, but you do have to identify with how others"},{"startTime":2114.582,"endTime":2118.334,"body":"perceive you or can perceive you and know how to adjust accordingly."},{"startTime":2118.462,"endTime":2122.174,"body":"So I love it, but I'm nerdy about it. I have a"},{"startTime":2122.182,"endTime":2125.102,"body":"feeling I'm also a diplomat because I have a feeling I understand how you made"},{"startTime":2125.126,"endTime":2128.814,"body":"the quiz. Fun fact. The very first copywriting projects I ever did were quizzes."},{"startTime":2128.862,"endTime":2132.526,"body":"And they are a beast. They're interesting, right?"},{"startTime":2132.678,"endTime":2136.494,"body":"But it's so fun. It is. And I think there's so much"},{"startTime":2136.582,"endTime":2140.35,"body":"value in it, but you've got to know how to apply it. So my thing"},{"startTime":2140.39,"endTime":2144.132,"body":"is, as always, and let me give this disclaimer, this isn't"},{"startTime":2144.196,"endTime":2147.828,"body":"a label for you to hide behind. Oh, I'M just this"},{"startTime":2147.884,"endTime":2151.668,"body":"way. This isn't about that. If you are in this space,"},{"startTime":2151.724,"endTime":2155.188,"body":"right, you want to be an entrepreneur of integrity and"},{"startTime":2155.244,"endTime":2158.932,"body":"value and also success. This is going to help you do"},{"startTime":2158.956,"endTime":2162.756,"body":"that because you're going to know the skills you already possess, but you're"},{"startTime":2162.788,"endTime":2166.308,"body":"also going to be able to position those around how other"},{"startTime":2166.364,"endTime":2170.18,"body":"people have success in their lanes. Right. And know how to"},{"startTime":2170.22,"endTime":2173.856,"body":"kind of put your indicator on and change lanes and change back."},{"startTime":2173.928,"endTime":2177.568,"body":"Right. It's just like we're driving. That's why I say navigating the people"},{"startTime":2177.624,"endTime":2181.376,"body":"parts of business, because it's what's unpredictable. And this"},{"startTime":2181.448,"endTime":2185.12,"body":"gives us our best chance of assigning a little"},{"startTime":2185.16,"endTime":2188.848,"body":"more predictability to the unpredictable. This is such"},{"startTime":2188.904,"endTime":2191.952,"body":"a good conversation. I can't wait to go back and listen to it again and"},{"startTime":2191.976,"endTime":2194.992,"body":"take notes and also take your quiz. I know there are going to be people"},{"startTime":2195.016,"endTime":2198.512,"body":"who are like, Michelle, I need to know you. Where do you hang out? Where"},{"startTime":2198.536,"endTime":2202.272,"body":"can people find you? Website, social, all the things. Yes. Well,"},{"startTime":2202.296,"endTime":2205.952,"body":"like I said, I'm a diplomat, so I'm very much relationship based. You can"},{"startTime":2205.976,"endTime":2209.152,"body":"catch me on Instagram, send me a voice note, send me a"},{"startTime":2209.176,"endTime":2212.672,"body":"DM. I am getting better in 2025 about my"},{"startTime":2212.696,"endTime":2216.144,"body":"LinkedIn. So just know if that's your platform of choice,"},{"startTime":2216.272,"endTime":2220.08,"body":"that's an area of improvement. And I come over there a couple times a week"},{"startTime":2220.12,"endTime":2223.792,"body":"to establish my consistency and you can hold me accountable there"},{"startTime":2223.816,"endTime":2227.542,"body":"as well. Oh, that is so great. This has been really just such a"},{"startTime":2227.566,"endTime":2231.014,"body":"fun conversation and a very insightful one. So just thank you so much for joining"},{"startTime":2231.062,"endTime":2234.87,"body":"me. I love this, Brittany and I don't know, I feel like we haven't even"},{"startTime":2234.91,"endTime":2238.63,"body":"scratched the surface. Oh, because we haven't. Oh, my gosh. But I hope"},{"startTime":2238.67,"endTime":2242.47,"body":"this gives people a starting point and a footing to really"},{"startTime":2242.51,"endTime":2246.326,"body":"kind of change their trajectory with the way that they're communicating and the etiquette"},{"startTime":2246.358,"endTime":2249.91,"body":"behind it. Oh, for sure. Like you said, it touches everything. It goes everywhere with"},{"startTime":2249.95,"endTime":2252.98,"body":"us. So thank you so much and I will catch you next time."}]}