Claude Silver is the Chief Heart Officer of VaynerMedia, one of Gary Vaynerchuk’s portfolio companies with over 750 employees.

In this episode, Claude shares her unique perspective as the one responsible for edifying, building, and mentoring the VaynerMedia team. She also shares wise advice about how dealerships struggling to cultivate a positive environment can start today to make gains.

While the macro of what you’re trying to accomplish won’t happen overnight, Claude passionately believes that people are the most important asset of any organization or business and that it’s crucial for business owners, and leadership to remember that being human and giving second chances could make or break the success of their company.

Noteworthy Topics from this Episode:

02:50 – Retail dealerships are the largest employers in their communities.
03:42 – People are your greatest asset.
06:04 – If you have lived long enough on this earth and 20 years, 30 years, and on, someone, somewhere, has decided to not give up hope on you.
07:18 – Building meaningful relationships with your team is much more important than the process and the strategy, the tips, the tricks and the tactics and all these sorts of things to grow your business.
07:50 – What does it mean to you to have a meaningful relationship?
09:14 – I believe leaders need to do more of is listen, look someone in the eye, show up.
09:58 – A neutral territory: hold whatever that person says as their truth doesn’t mean I need to believe it.
11:32 – We have to unlearn everything that we thought to be true.
11:47 – Creating opportunity rather than creating barriers.
12:10 – You can move mountains. It’s not gonna happen overnight.
12:37 – Make sure the message of your brand is consistent on every customer interaction, from the first time to 100th by putting, to really instill your culture onto your audience.
12:48 – Reach enough people and give them that same feeling, that you’ve got their back, that you’ve got their best interest at heart.
13:19 – The talk isn’t going to work. Walk the walk and that means action. We have to be action-oriented leaders.
14:05 – Millennials are creating their own jobs.
14:33 – There is an opportunity out there for people that you and I don’t even know about.
14:43 – There are a ton of those kids right now and they are going to be the CEOs tomorrow.
14:52 – Why the previous generation is always grumpy about the next is because the next generation just has many more options available to them that didn’t fit inside of the glass bubble that we lived in.
15:25 – Somebody is sitting there right now hacking World of Warcraft and they’re going to figure out how to make a zillion dollars with it and live life on their terms.
15:52 – People often say perception is a reality, but it really is one’s reality. The one who has the right mentality or attitude is really the one who can change the world.
18:48 – Maybe you were brought in as a salesperson, even though your strength might not be sales, because there is this perception in the auto dealer world where it’s “a body is better than nobody”. Maybe this particular person might have been suited better at a different position and really thrive there. Analyze people’s strengths and abilities.
21:30 – Treat your team members with the same hospitality that you expect your team members to treat your guests or customers with.
21:51 – How can I be in customer relationships or customer service business if I don’t know how to treat my team?
24:00 – We’re here to make customers feel like they are the only important thing that’s going on in our life.
26:02 – HR needs a complete rebranding and learn what it’s like to be on the front lines.
27:04 – It’s about identifying and cultivating relationships is where the value is and where the change can happen within that industry.
29:03 – Is there a difference between mentorship and leadership?
29:14 – Leadership is not authority. You’re not there to be the smartest person in the world. You’re really there to coach people to be their own heroes.
29:34 – Mentorship – you need to be willing, show up and teach and take the time that it takes to help someone get from point A to point B.
31:17 – Generosity is the biggest way we can actually give someone our attention. Give and receive almost the of equal or greater value than what you gave.
34:14 – We all have lives before we walk in those doors of our jobs every day. And let’s just remember what that’s like.
34:22 – The golden rule: Treat everyone as you would like to be treated.
37:58 – People will forget what you did, but people will never forget how you made them feel.
38:42 – Believe and know that people matter. People first is the right approach.
39:39 – You cannot get something out the door without a team. You cannot get something off the door without that collaboration and teamwork.

MEANINGFUL RELATIONSHIPS WITH YOUR TEAM AND CUSTOMERS.

Treat your team members with the same hospitality that you expect your team members to treat your guests or customers with. Claude says that you need to give them that same feeling, that you’ve got their back, that you’ve got their best interest at heart. Building meaningful relationships with your team is much more important than the process and the strategy, the tips, the tricks and the tactics and all these sorts of things to grow your business.

LEADERSHIP VS MENTORSHIP.

Claude adds that a great organization should both lead and mentor their teams. Leadership should no longer be viewed as power or authority. You’re not there to be the smartest person in the world. You’re really there to coach people to be their own heroes. Today’s leaders need to do more: listen, understand, look someone in the eye, show up when they are needed to help. You need to be willing to teach and take the time that it takes to help someone get from point A to point B.

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