Resilience and Reset with Grazina

“So when we start talking about leadership principles, we start talking about how they lead, they set expectations and their time. And I often say to the leaders, once you have set expectations for your team, ask your team what the expectations are of you as their leader, because quite often, it’s always one way – one directional, and business owners don’t know how to make a two way when they’re a leader.”
This was such a fun conversation with Griz talking all things and people; we could have kept talking all day!
Griz is from Front & Centre Training Solutions and she spends her days doing everything in the aesthetic medical retail arena. That’s from teaching people how to live their best lives in business, personally. and basically how to be the best version of themselves.
You won’t be short of a few laughs, and you may even learn something about your business and how to talk with your team and present yourself to people.
 
Resilience and Reset with Grazina Transcript

 

Trish

Hello, listeners, it’s Trish Hammond here and I’m joined with Nicole Montgomery. We’re from Aesthetics Uncensored and today we are talking to the delightful Griz. Now Griz is from Front & Centre Training Solutions and she spends her days doing everything in the aesthetic medical retail arena so that’s from teaching people how to live their best lives in business personally and basically how to be the best version of themselves. So welcome Griz, welcome Nic.

Griz

Oh my god I want to go first I’m just gonna chime in because delightful is an introduction is a pretty cool way to be introduced so if you could just replay that listeners just delightful Griz and I’ll walk around adding it. Thanks for having me. It’s an absolute delight to be here with you two ladies over to you Nic.

Nic

Welcome so much Griz you are just out sunshine a ray of sunshine when we see you pop up on our social we go, did you say Griz all the time? We love you so much, your biggest girlfriends over here.

Griz

Oh my gosh, my cheeks are as bright as my pink jacket that I’m wearing for you while listening to this bright fluro jacket on and it matches my cheeks because it’s so lovely to hear that you do you change people’s worlds every day. And that’s my why, people always ask me, what’s your why? Why do you do what you do? It’s having someone say that they had benefit from something I said or did for them. So thanks

Nic

I started making my bed because of you.

Griz

You keep making it every single day. If everything else goes crap in the day, you know, you come home to a bed that you made. And that’s an achievement for your day, right?

Trish

So important, bed making is the very first step of the day. I’m with you 100%. So Griz, tell us so first of all, what got you into doing what you do? Because number one, you do it so well. But how did you start? Like when did you decide this is what I want to do? want to change people’s lives by making them feel better about themselves? Just giving them some direction in life?

Griz

Yeah, that’s a really good question. And people ask me often and I was working in pharmaceuticals for many years in their learning and development space. And every time I tried to do a program that had some spunk about it, or had some difference about it or had the team’s going mystery shopping with money or everyone kept shutting me down and said Griz, no, you need to do PowerPoint death by PowerPoint, you can’t be doing all these random things. And one day I was driving to work and I thought you know what, I don’t want to do this anymore. I want to do it my way because I can do it better and I can reach more people and I can make it about you know what the people want, what the people want not what medical dictates are not what someone says in a pharma company. So my business partner and I joined forces and 15 years ago we decided to make it about what people wanted and even to this day, Trish you know, we don’t pitch programs when we talk about what’s in the programs, you see people around the boardroom going I don’t think my team will want to do that. I don’t think that that you know we need to because fundamentally in the corporate training world it is death by PowerPoint and 25,000 Medical slides for a 15 minute time slot well you need about three slides for a 15 minute time slot and you need stories and you need captivating and you need a whole lot of other stuff that goes into it so the way we started training was totally different and that’s what took the the world both and I’ll say well because we’re now certainly doing stuff all over the world but it takes the world by storm and when you start to lock down what people assume training should be and give them free range that’s when you get the best out of everyone.

Trish

That’s so true and I you know like the first time I saw you at a presentation it was like you first started speaking and I’m like hang on hang on this is something totally different this is not what I expected. This is like not that it’s not a normal normal people but like, I’ve always put goggles on this pedestal and and other professionals in the aesthetic industry on this pedestal the fact that I think that they want, just a certain professionalism, but it’s not they like you said they just want the real thing.

Griz

That’s what we found. And during this last, obviously there with the pandemic, I’ve been doing a lot of coaching online with doctors who were doing keynote speech, through zoom and through WebEx and it’s interesting when I turn up to these doctor coaching sessions, early on, the doctors are like I don’t know what you can really teach me Griz. It’s really interesting. And by the end of it, they just cannot get enough and they want more and I’ve had that many thank you cards and that many video recordings of the same group look at where you’ve got me on the keynote stage delivering in Auckland when I couldn’t get there. And yet you show me how to set up my staff and you gave me the right tools and now I love it and yeah, so you look at that but doctors when you walk in there like what can the school teach? And, and I know that a lot of aesthetic companies I walk into and they think, what could we do? And I love the fact that that’s what we get. And then we do something a bit different. And we do have people saying that changed our lives and that’s cool. 

Trish

It’s really funny because last time you spoke at some conference my son was there doing the photography and he came back to me and he was just like, he’s like, Oh my god, mum, she’s amazing like, around. Oh, wow. So it’s not even an age thing. You can’t even say that, like, you appeal to someone like me, who’s in her 30s in my son who’s in his 20s.

Griz

Early 29, what are you talking about?

Trish

It’s not an it’s not an age bracket thing. It’s just dumb people wanting to, or hearing what they need to do to be authentic. I think that’s kind of what it resonated with me.

Griz

Trish, that’s the beat I said to people all the time, just talk from the heart. And if you talk from the heart, and you’re genuine, and add humor where you need to, but if you talk to the heart, people will resonate with that, and they’ll get it. And I don’t even want anyone to ever think I’ve got to be like Griz, because we don’t, in any program I refuse to use scripts. And the reason I don’t like using scripts is because scripts aren’t genuine, authentic. A two way conversation should be when I ask someone a question, I listen to the answer. And I respond to what I’ve just heard, not while the guru said, the next thing to say is this, and this and this. So ditch the scripts, obviously product training is very difficult, you need to understand what products are. But when you’re having a conversation, or when you’re presenting to someone present from the heart, know your information, because knowledge is power. So know that when you stand up there, you’ve got the knowledge. And that’s when you truly speak from the heart because you’re just having a conversation with someone.

Nic

Absolutely Trish, sorry. I’m sure Trish has but I have seen you now Griz at every ASCD and watched your full presentations. And what’s really interesting is that you often talk about the memory, what information we can retain, which is something that I take on because I’m constantly wedded to everybody and good talk, I’m not a great listener. So I’m very mindful that people aren’t going to remember all of the information that I’m trying to relate to them. But what’s really interesting, and what I find, somewhat of a contradiction, is I can still remember your presentation from Melbourne ASCD back in, maybe 2019 or 18. And then you’re Sydney ASCD. And why can I still remember what you taught, I can remember talking about the story with the lotman, mowing his lawn, seeing the neighbor and putting your lipstick on your lipstick, when you come home after a big trip to New Zealand, all these little things that I can remember from both conferences? Um, how do you get people to remember things like you do?

Griz

Yeah, it’s all about what’s in it for the person listening. So I’m a big believer that when I design and develop any presentation, or keynote, or whenever I’m talking about it there has to be relevance to the listener and to the learner. Because we talk about Harvard Business University suggests that every single day, the average person receives about 1800 bits of information. From those bits of information, they perceive about 60 bits. Now, when we talk about perceiving information, that means that as we talk, now, as our listeners, listen, they’ll say, I’m going to do, I’m going to make my band, I’m going to do this, I’m gonna do that. But they go home at night. And they don’t do that, because there’s still too much information. We only react to 15 bits of information in any one day. So the only way I can get my audience to react to information is to deliver what’s in it for me. So if there’s no with them, and if I don’t give you the stories like I do, that makes it relevant. And I think that story with the lotman we talk about your customers plan, like you meet your customer for the first time, it’s like a first date, 30 years time your customers become a loyalist, but we’ve forgotten to remind them about why they first fell in love with us. So if we start making about personal interest, and we start talking about real lessons of life in the information I give you, the emotions, and the dopamine starts resonating with you. And that’s what’s in it for me, because you all know what it’s like when you first fall in love with someone in the domains crazy. You want to kiss all the time, and then you forget to remind them, you know, 20 years on and you’ve got kids to worry about. So it’s all about what’s in it for someone and those 15 bits of information that people react to in any one day habit suggests they react to it, because there’s a what’s in it for them to want to react to it. So when I deliver anything, I think about a story that would associate with that particular bit of information. And I talk a lot about the rule of three, that’s a really important part. And I know on the weekend, interestingly enough, it was spoken about in a magazine, I’m like, Oh my God, that’s the rule that I talk about all the time. Slip, slop, slap. Stop, drop and roll in a fire stop. Look, listen at the curb. Nike, just do it. McDonald’s, I’m loving it. Triple 0911 when you start looking at all of those things, our brain is wired to think about three, even when we talk about phone numbers. I might say, Hi Nic, Griz give me about 0430274616 I’ve got to rewind that message. I think it’s great. Give me about 0430274616 on naked screens. Give me a bad 043-027-4616 the minute that Brian can be chunked into buckets of three and were much more able to disseminate. So you’ll notice in all my keynotes, I have three main messages and I keep repeating them, repeating and repeating them. I used to simplify, emphasize repeat rules and make the stuff see so people can grasp it straightaway, emphasize the key points and just keep on repeating it. And that stuff we need to do with our clients and our patients all the time because they cannot remember lots of information, make the stories relevant to them listen to what they’ve said and then make up a story and not make up a story like have a story but one that suits that particular patient so there’s some other tips that I use.

Nic

There’s such great tips and I’ve been reminded they’ve come back to the forefront of my mind. The other thing that you do really well that I find no one else can do including me is that you you assert power in such a way when you begin a presentation that you don’t come across like you know a big luvo you know in Australia I feel like we do have a lot of tall poppy syndrome and and I don’t look at you and think oh she just loves herself and here we are we’re just going to go through 1000 different things that you know which some surgeons do you know at the beginning of the presentation they spend five minutes talking about their credentials and people tend to go okay yes, you’re better than me but you don’t get that response people immediately feel like she’s you know she’s the real deal and I but I still really like her even though she’s so super smart.

Griz

I go super smart that is so never term I’ve ever been because I’m really not like I was so Daggett school and I think it’s that journey like it’s a privilege whenever I’m standing on any one stage whenever I’m in front of anyone clinic or in front of an audience that someone’s asked me to attend my mindset is it’s an absolute privilege to be here my mindset is I have to do a really good job and I’m so lucky and I think because I feel like that my opening has to be the best that it can be and that’s the bit of practice the most so that we you know we talk about in the first 15 to 30 seconds have someone hello and if you don’t get them in the first 15 to 30 seconds it’s really hard to bring back an audience so I always make sure there’s an activity or there’s something funny or a funny slide or a funny video that gets people warning straight away and they go on might keep messing with this girl because it’s not what I expected. So I’m pretty lucky that when I walk up the judging principle in the first seven seconds is eliminated judgement about you, I walk on the stage five feet with blonde hair, wearing some loud outfit or some outfit that’s not a suit. So straightaway people are already judging or what can she tell us so I have to be very mindful that I have to get them in hello because if I lose them now I’m never gonna get them back. And I spend so much time in that space even though you think it comes naturally. Even though I do this every single day the nerves and we’ll talk about butterflies and I tell people all the time it’s really good to have butterflies because it means that you genuinely care about something but just have them flying in the right formation. So have your butterflies but instead of them all scattered around in your little belly for them all in the same formation and that means you’re caring and you’re not going to be overwhelmed by them,thank you. This is so lovely.

Trish

I was gonna say that because you’re absolutely right about that. I want to I was gonna ask you actually if you get nervous because like you don’t appear to be nervous but I know myself as well I tend to get nervous before I you know meet someone for the first time or get you know get a talk or whatever but you overcompensate by trying to be over the top kind of thing but you don’t seem to do any of that so you just kind of got that down pat obviously.

Griz

It’s a lot of practice and the notes, I use the notes for really good energy just saying they think I can do these jobs were better job for them so it’s all this self talk before I walk on to anywhere and you know I walked down from my room ready to do a keynote or a walk from the car park and I’m thinking I don’t want to let Nic and Trish down the audience here and they don’t deserve to be let down so I have to just bring it and give it my best and and it comes from that place of I’m so lucky so I think that then just exudes that let’s just do it and you know your stuff grows I tell myself I’ve planned or not prepared I’m never a girl that just goes are whatever happens happens because I want to do the best job I can. So I go there going you’ve done the very best and it’ll be okay.

Trish

For me because I’m the complete opposite. I’m like Yep, I’m just here I’m just gonna do what I can.

Nic

You know, Trish, you’re being modest. Have you told Griz the story about the ASAP conference in Melbourne, Trish and I both got five minutes to speak on marketing to a completely packed room in Melbourne, at the ASAP conference. So it was our people and I’ll literally tell the story. 

Griz

Tell me some.

Trish

I put on a couple of kilos before I left Byron to head to Melbourne. I said to my husband, I had to wear a jacket, I had to wear my skirt and down because he didn’t do up on me. And of course, anyway, so I’m presenting and I’d had the skirt on all day and everything was all fine. And then I thought okay, this is great. So I got up and did my presentation and as soon as I took a step forward and pointed at the whiteboard, my freakin skirt fell to the floor.

Griz  

Oh my gosh. I’m so gonna love this story. And then?

Nic

and you’re dropped. I just went Oh, it was so terrible grief.

Trish

I went off. That was embarrassing as a pull up, got back on and ended. I was mortified. I was absolutely mortified because I heard the giggles. I heard that and then I heard the silence as well. And I was trying not to look at my girlfriend who was sitting in the audience, and she was trying so hard not to laugh. 

Nic

I just wanted to run up in and just like, Oh, my girl.

Griz  

Yes, I love your recovery. Trish.

Trish

It’s not look alright and this was not a pretty sight. It was a good talking. It was shocking. I’m just like, but anyway, I live to tell the tale.

Griz  

I love the tale and I’d love to share because I know how you feel because I had a similar thing happen at the Royal Melbourne Hospital, Director of Pharmacy, meaning we were trying to put in a new sort of cramp or not as high crampy. For 50. We’re trying to put in a metastatic bowel cancer prep. So it was looking at Occitan versus campus are vs five if you look forward, so that’s what it was. And we’re doing a big study on it and saying, you know, what campus should be before oxaliplatin for these reasons, blah, blah, blah. And I bought a new bra from bras and things. And it was back in the days when Joe bras with a brand new thing, you know, Joe bras, and I had a white crisp shirt on. And I had I was doing this big presentation at the top with all the pharmacy team of the Royal Melbourne hospital and all the key directors. And all of a sudden, I felt everyone started looking away and I thought on what’s going on now looking away and I felt some weakness running down my shirt, the Joe blue Jabra had leaked, and that Joe was leaking and my bra and my boob all down. So I’m all down my white shirt, and he could see all the guards just looking around everywhere. Anyway, I finally noticed that by then I could feel it. So it did leak on the bra but by the time I got to my rib cage, I could feel it. And I’ve looked down and I’m just this licky bracci right. So I said to them, this is this situation, I’ve got a leaky boom, we’re gonna keep going have breakfast and come back and do it all again. And I made bread and things right to the Royal Melbourne hospital to say we’re sorry, there was a faulty garment in this jail. And so it’s framed, I think it’s still framed on the wall of the pharmacy because I became known as a lucky boob girl around the room purely because of that. So high five from one skirt dropper to a lucky boob chick all in one thing. And that’s what happens when you give a great presentation because stuff like that’s gonna happen, and it’s how you recover from it. So I’m so proud of you, bloody well done. 

Trish

I am disappointed that no one there was no video like the video.

Nic

It was fantastic. It was impeccable, couldn’t have been done better on that.

Griz  

And if you can recover from that Trish, you can present anywhere, ever again. Like you can do that. Because most people would have just had the burden to us all run off of just pulling your skirt up and off you go keep on going. I own it.

Nic

And she’s been invited back.

Griz  

Wouldn’t you be?

Trish

Just to wear a skirt? Just a skirt. Just come with no bottoms to start with no point doing that.

Griz  

You’re wearing knickers. Let’s imagine if you’re wearing knickers.

Trish

I was because it’s not a common thing for me.

Griz  

Don’t think we haven’t got girl power coming at you.

Trish

So tell me Griz, so just just as an example for someone that doesn’t know you could because we can speak about you because we know you we’ve seen you but for someone that doesn’t know you. So if I owned a clinic, and I thought okay, the morale is down or we just need I just need a bit of a pick me up or whatever. So I’m going to bring Griz, what do you do? We’re just going to, will you do some research about us before?

Griz  

Oh Trish thank you so much. Yeah, and Trish, that’s probably the differentiating factor that we bring is we would never just walk into a clinic and just go right we’re gonna roll out a program we don’t often bring us and say, can we have your sales program? And we say, well, we don’t have one. Now that’s what we’re aiming for and we say, well, we make it on what you need. Because what I think you need may not be so I need to come into the clinic. First of all, we often do mystery shopping calls. So if someone rings me about a clinic, I’ll start ringing them around and saying what they like so I can actually go back the clock and say, This is the I’ll get my whole team to ring or going when we could go in, I’d go in and do mystery shopping. Often if a clinic was saying auguries What do you think we could do here? Why do you think we could do so I’ve got a bit of knowledge I look at their website, I look at the research, I start speaking to people so are going in and early on you want to have people on your side so often it is a training personal someone that’s been looking after training, you don’t want to get them off site so they become your ally, you know, speaking to them and I’ll say to people, I won’t come into clinic until I know the training managers on board and we can look at the business outcomes together and we know what your visions are and what your expectations are. People often say to me are, Griz people can’t sell in the clinic, then nurses can’t sell and nurses are there because they want to help patients so selling is second nature to them. But it’s not about nurses can’t sell and they say come in and do it. Closing workshop and when you actually dissect the information, they don’t need a closing workshop, they need active questioning, they need to know how to question somebody. Because the minute you ask questions, you get lots of information. And only then when you’ve got the information, can you ascertain what that patient needs or what that client needs. So often, nurses have told us to go in and sell all the treatments and products and knowledge. But it’s not that it’s having a two way interaction. So we find that the questioning workshops in the clinic are what they need, even though they’re wrong us for closing workshop, and tell them how to close the sale. Well, we teach them how to question and actively listen, that will make them do it. And then even when we talk about questioning, I use the Australian Federal Police questioning technique model all the time. And it’s the TED principle. Tell me, explain to me, and describe to me. Now for anyone in any clinic, they have really simple questions. Tell me more about what you mean when you say these. Explain to me how you feel when you get up every morning and you look at your acne or your rosacea or whatever it is. Describe to me how you see your life. Like they’re really simple. The TED principle tells me, find him his job, describe to me. So when we go back to if someone rings me, we go in and we look at what the clinic really needs, is it that their team isn’t working together? So they actually need teamwork? Because if the team doesn’t function, the clinic doesn’t function. So it’s not even about selling, it’s about getting the team. Is it that we’re not providing feedback, and I talk about a positive feedback culture? How often do you say to your clinic team members, well done, thanks for working with us this week? Or do we only bring those members when we’re having a breakdown when something’s gone wrong? So we need to start implementing that positive feedback culture. So this session might not be selling? That might be anything about influencing or persuading it might be? How do we work together more effectively, as a team? What are the expectations? How do we make these clinics live and breathe so that when someone comes in, they feel like they belong? And that they want to come back time and time again and bring their friends?

Trish

No, it’s so interesting that you mentioned the talk to me, explain it to me and describe it to me. 

Griz   

Yeah, yeah. Tell me, explain to me, describe to me, so simple. 

Trish 

So many times, like these days, I find that there’s a problem is, is some, when you ring somewhere with the clinic or any other business, like, they’re so interested in what they’ve got to tell you about them, that they’re not actually listening to what you’re saying and I can only use Telstra as an example.

Griz   

Oh god, they’re the best example because everyone uses them just so badly.

Trish   

The amount of times I’ve run to say something, and I’ll give my spiel, this is why I’m ringing you. And they’ve obviously just caught the first bit of the sentence or not actually listened, totally disengaged from me and not actually listened and said, Okay, so you want to know about this, and then you’ve got to repeat yourself again, and make them understand. So you’re right. So it’s actually getting to understand what you’re saying, rather than to just listen to the words that are coming out of your mouth.

Griz   

It’s so true. And they’re really simple. So anytime I say to someone, just ask them, tell me more about that, explain to me how you’re feeling and describe what you imagined the outcome to be. And then the person starts living in their world of what they want to be like, and then you find the right products to suit that. And the person’s really say, well, that’s what I want. And now you’re giving it to me, it’s a match made in heaven. 

Trish  

You’re a therapist.

Griz

Exactly, exactly. Yeah, how can I help you today? I’m not listening to anything. Yeah. Hi, girl. You just talk to me about your love life? dream? I’m not getting that. I just want to go to sleep.

Trish  

Get the voice part with that, Mike. Yeah.

Nic 

You do two different types of coaching, I believe. Maybe I’m wrong. So you coach, the business owner or the person, and then also the entire business in the team? Can you explain to me the difference between the two different styles of coaching or what it actually means?

Griz

Absolutely. So if we’re coaching the business owner, we’re talking about leadership coaching, and most business owners are trying to understand how to run a business. They don’t know how to lead people and people are crazy. When you start looking at teams, you’ve got your Mr. Grumpies, and your Miss Chatterboxes, and you’ve got your Mr. Lazy. You think about Mr. Men, and you’ve got them all covered off in your team. And the problem is, as a leader and a business owner, you’re so focused on the business just running and taking over and getting bookings and patients that you’re not leading. So my business coaching for business owners and leaders in clinics is to teach them how to be a leader for their staff, and even about behavior and I was doing one a few weeks ago on zoom. And this particular business owner is always on her phone while she’s in meetings with her clinic. In the morning, she’ll have a 20 minute walk around, and she’ll be on her phone. So then the clinic timer on their phone, and she’s screaming at me going Griz, why am I they’re not listening to me. And I said, well, lead by example. If you’re on your phone as a leader during a meeting, then your team has every right to be on their phone as well unless you have a reason that you need to be on that phone and they don’t need to, but start leading by example. Put your phone away and be committed to them for that 10 minute whip. Don’t sit in that having them all talk about and you be on your phone that doesn’t work. So when we start talking about leadership principles, we start talking about how they lead, they set expectations and have their time. And I often say to the leaders, once you have set expectations for your team, ask your team what the expectations are of you as their leader because quite often, it’s always one way one directional and business owners don’t know how to make a two way when I’m a leader. So I lead and I tell them what to do. Well, how about we have this collaborative relationship, and you’ll get much more from your team in that collaboration space. So that’s a massive gig and it’s one that we take a fair bit of time from, I’ve just come off. Actually, this morning, I was doing business writing for a clinic owner down in New Zealand and she’s really bad at running emails. So she’s come to me, and we’ve had three sessions now, one of our sessions once a week of her how to write emails more effectively to get what she wants, from her clinic, from her suppliers from her reps, because she writes these crazy emails, and she realized she was getting nothing back. So we do business coaching emails, we do business and then the clinic coaching is, as a clinic, fundamentally, how do we roll and looking at where they are from a time point and saying, when we change some processes, we listen to each other, we have scheduled in times an appointment, and they get help in skill development, where the clinic can go to so there’s a lot of different spaces that we’re playing in that not a one size fits all for anybody.

Nic

And are only clinic artists? Or do you coach all different people?

Griz

All different people, I coached doctors on how to consult with patients, especially on zoom at the moment. We coach representatives in pharma and healthcare and retail media, I look after all of that leadership for Channel nine. So we’re in there, and we do all of their leadership training and they’ve got when you start thinking about Channel Nine, they’ve never had leadership capability. And the apprentice that went out in the film crew, back in 1947, is now leading a film crew of 500 people, and he’s never had any leadership development. So his team ran ragged and he didn’t even know what to do because he was an apprentice film person holding a mic or holding a lot out in the street. So you look at big organization lectures online, and they’ve never had leadership until we went in there and started doing it. And they’ve got, you know, in every department 794 leaders, and they’ve got Fairfax, and they’ve got middle aged phenomenal. And so you’ve got all these crazy people trying to lay people and they don’t know what they’re doing. So yeah, it’s not just clinics and I think the biggest thing is everyone should have some sort of coach and I mean that in the nicest possible way. Tiger Woods, he was a great golfer, not so great at other things but even the very best golfer in the world has a coach now the coaches in his go to golf with him, but it’s not about being as great at the skill it’s about looking from a different perspective and coaching someone so coaching doesn’t mean telling them what to do. So for example, when this email I’ve just hung up from now in New Zealand, I didn’t send it back the emails of how I’d write her I sent her back things that we need to talk about and then I made her very right the email on the screen today and things like how to influence in emails and and I said to her, I said look at other clinics on their website and when they talk about personalising, what do you have all the products when you offer personalisation of treatment plans? Do you have all three talkies? Do you have so it’s all of that stuff again, to think bigger and differently? It’s not that I’m not an expert in her space at all. I’m an expert coach that can get her to think and the minute you get someone to coach themselves, then they’re actionable for their own items to do. If I tell her to do everything, she’ll do nothing if she comes up with their own solution. She’s more likely to do it. So the coaching conversation is all about questions and getting her to find your own answers.

Nic

I was leaving a gap for you Trish wanted to ask you but I can keep going. Griz, one of the biggest challenges that I have personally and and I think sometimes Trish does as well because Trish has mentioned to me before is being able to set boundaries without offending people and also having the ability to say no, because often you know clinics will push and push and push it everybody seems to have a story and your heart breaks for them especially now with COVID and I imagine clinic owners will have this with their clients who who can’t afford a treatment, maybe for their son or daughter who has terrible acne and is living this awful life because the acne but the treatments, $1200 and so on and then I find myself giving things away for free. Then I see other marketers on social media and think, Ah, I’m so resentful that they’re doing so well and here I am running around like a headless chicken, trying to do everything for everyone and not actually getting anything in return. Because it’s hard to talk about finances. It’s hard to ask people for money, especially when you know they don’t have the money. But at the same time it’s an important part of feeling valued and being able to support and contribute to your household.

Griz

Oh you’ve just answered your own question. Because if you are a value now they’re coming to you knowing that there’s going to be money that’s changing hands. So what you need to have in your mindset is when you go and get milk do you ask for At Woolworths to take some money off of the milk, so I’ve only got enough for one liter. But I want to buy two later so we’ll work. Can I just pay you the one later? What would we say? I’d say no. So the first part of the conversation is you have to know that you add value, right? So I’m Nicole Montgomery and a huge amount of value. And I have to set expectations of my patients and one thing that I encourage all clinicians to do is don’t say if a patient comes in with lips that they want me two mil because they’ve seen a photo and that’s what they want. And you say to them, I can only give you one mil, but it’ll be fine, you’ll still get a really good look, the patient walks out really disappointed. So setting expectations of saying, if you want those lips, it’s going to be two mil, let’s do a treatment plan towards that now maybe today, you can’t get the lips but we can do some talks or we can do something else, we can start getting on a skincare so you starting the process. So it’s all about you’re saying to the patients that you want to give them the very best results. And that means that there will be a treatment plan over a 12 month period to get you to the results and you cannot back down from that. So all clinic owners, you have to make money as well. You’re not a charity and, and I’m the same in my business, my business partner, Cameron, I do everything for free if I could, because money doesn’t excite me or motivate me, what does is this stuff I’m saying someone’s learn something or they’ve got better from listening to what I’ve said. So I have to remind myself that I’ve got wages to pay other people’s have got mortgages, and if I don’t pay or get paid, I then lose out with my team because I can’t employ them anymore and they can’t pay their mortgages and send their kids to school. So in the back of your mind, know that you add value. Talk about being realistic, and say I understand that you know, money is obviously of a concern. Let’s look at Have you got a budget can we do payment option plans, I mean, there’s lots of other ways now with pay for payments you’ve committed so talk them through three or four different solutions at most, let them go away and think about it and you will find that majority of time they’ll say I’ll just do it, they’ll find the money they’re just going to want what they want because they’re going to ask you because they know you’re nice and people will do asset but go back to when I go to the grocery store do I ask for you know my potatoes for free? Or do I ask you don’t you go and pay for them so it shouldn’t be any different but also be confident when you are talking to your patients and explain to them why say I’m still doing this at a really really good price point for you. And I know that you’re finding it hard and I want to do everything I can and we’re going to get you to where you want to go when to do it in stages it’s going to be like this and this is what you’re going to start seeing you’ll see that transformation and you won’t blow your budget and you’ll get the very best treatment outcomes.

Trish   

Like just take it off the different sort of topic because like it’s really hard times for people at the moment so it’s really to know how people can stay not only confident but how do you like, I’m a real passionate person sometimes I find it really hard to switch that passion on in the main unless it will come across as fake if I’m not if I’m not really passionate from inside the heart so how do you kind of get people that like, how do you teach or show or guide people in how to kind of get that passion back in a time like now say for example because I mean you’re always upbeat.  Do you ever get sad?

Griz

Yeah. Oh god yeah, there’s some days where I’m just like this is crap and then I have a bit of a wallow and I have a good cry and then I think you know what I find the good stuff so if I’m having a sad day I go Gee, that’s really sad. And that’s yuck and then I go hang on a moment and look at all the good stuff so I switched my mind really quickly and and I do that at night so I don’t think about it anymore. I don’t know why I don’t know whether it was I mean, I had it I’ve had a really good life and I’ve been so lucky. And you know, I never want to die and come back to someone else because I just want to be me ever. So I certainly haven’t had a crappy life. But you know, in life stuff happens to you and I’ve always chosen to look on the bright side of it in saying that Trish, I do have breakdowns and meltdowns. And then I just have my little crying and Jamie lay my daughter off and says to me, I you know, you’re just always upbeat, and you know, you’re always positive. And I don’t know why it is and I don’t want to change it because it is genuine and authentic. But on my crap days, I’ll ring you don’t worry, and I’m having an issue day. And I’m having a bit of a cry but one of the things for people that are on, obviously we’re in COVID at the moment, life is really, really, really tough. Allow yourself to have the crappy days. What I want you not to do though, is continue to have them day after day after day. So if you’re having lots of crappy days in a row, that’s when you really are sad and you probably need to talk to somebody but have your awful days and then do something that you love whether it’s eat ice cream, watch a movie ring a friend. There’s lots of different things that if I’m having a crappy day, I’ll put them on Netflix. Having wine and not having a present might make this. I’ve never had an alcoholic drink in my life. There’s a fun fact for you. I’ve never had alcohol. I know in saying that I do love chocolate and stuff like that, but I think everyone needs to have their downtimes one I want them to do though is just find one good thing and we talk about the happiness advantage all the time. You know Dr. Shawn Aiko, there’s an amazing TED talk on the advantages of happiness and if you can start viewing your world differently by changing the lens on your brain. So what that means is, every day we wake up and look at our phone, and there’s COVID Drama, and there’s this happening, and there’s that happening and all these things. So it’s negative, negative, negative. So then we scan the world and we look for the negative, we keep looking for more COVID numbers, we keep looking for latest plans of lockdown getting out of and, and so our brain doesn’t actually see the full world and what we want to start doing is going right. Today, I’m going to write down three good things that happened to me. Now those three things might be the silliest little things ever, I got a good coffee, someone said my name right, and someone said, Thank you. Now they might be the three things but if you can start running three things down every single day that will be good in your day, as little as they are as minute as you can possibly find. All of a sudden, tomorrow, when you wake up, your brain will start to not just look at the negative, but you’ll start to find more positive. And so if you do that, for 21 days, all of a sudden, your brain doesn’t even say negative anymore, it’s looking for the good things because it’s got to write it down at the end of the day. So there’s some really good tips and hints. And the happiness advantage is awesome. If your brain is in the happiness zone, doctors diagnose 18% more effectively, if your brain is in the happiness zone, you sell 37% more effectively. So it’s all about that domain and and if you’ve got dopamine flooding through your brain, it turns on all your learning centers. And so you’ll start to learn new things in this crappy pandemic. And you might want to start doing all of this, something you want to do, just don’t give it a whirl, you’ve got nothing to lose. And I say to people, give something a try and I did do a little thing the other day called the five second rule. And what that suggests is, if you want to do something, all of a sudden, the minute you start doing it, your brain tells you why you shouldn’t be doing it. So the example I used the other day was if I want to go and say Trish over in the corner at one of the conferences, and I really want to come and say hello to you. I get to go up and I think oh hang on a moment Trish might want to see me I’ve got nothing really to say she’s talking to somebody or she won’t want to hear me so I don’t come and speak to you as opposed to the minute I see you. My brain said I really want to say hello to Trish, I get up out of my chair and I literally start walking to you and the minute I start walking to you it doesn’t give my brain time to give me negative reasons why not to do something it’s no different to if you’ve got to write an email or talk to a patient on pricing that pace is going to come in and they want to know pricing today. The minute you start thinking about instead of just saying let’s chat about what your budget looks like and the treatment plan over the next 12 months and as you start saying it your brain hasn’t got time to start giving you the negative feedback for it. So whenever you want to do something just take that first step or that first written or that first give it a go and your brain will stop giving all this negative stuff about it

Trish

You know I can’t set just do it hey 

Griz

Just do it. What have you got to lose if you’re not hurting anybody? You know it’s not going to danger you or what’s wrong with writing an email.

Trish 

So cool. And what’s the worst thing that can happen? I mean someone will say, look Sorry, I can’t talk to them. I’m okay, no worries. Feel free to talk later.

Griz

That’s the beat. What’s that? What if they say yes, I can talk to you? What did they say? Yes, I want that. What did they say? You know what? I’ve got that savings fund where we can go on the holiday. I’m going to like what if and more times than not the worst case scenario never ever ever happens. Our brain just conjures up all this stuff that says it’s going to be bad. So I take a look and I’m going to give it a go and what’s the worst that can happen? I mean, I sell programs I don’t even have to when people were pitching something and someone says oh can you do this? I’m like Yep, and then go away and work out how to do it and that’s the entrepreneurial spirit that all clinic owners and businesses should have is or say yes and then work out how later because there’s always a way to do anything if you just try.

Trish 

That’s so true. And just while you’re talking about that I’ve got all these notes here I’ve been diving all these little quick notes, but some are the three things necessary the happiness advantage thinking is what I recommend I don’t know if I’m right or if I’m wrong but I reckon if you’re having a treatment with someone or if you’re having a surgery with someone or whatever I actually genuinely believe that person’s feelings or emotions or whatever at that day kind of transfer to you call me a weirdo but I know I am from Byron Bay so we do think a little bit, but I really believe that like I think that it’s really important to align yourself with people that actually make you feel good like if you haven’t consult make sure you go to something you know that person’s got to make you feel good or you’ve got to feel comfortable, you’ve got to resonate with them that you know, you’re going to be comfortable with them doing everything and you know, transferring the energy. Do you feel like one better word?

Nic

There were people attracted to like a magnet review or one of those people.

Griz

God, I love you. Well, that’s good. I love being in the gang of happy people. And you’re not a weirdo Trish, can I just say why would you want to go to someone and it’s so different to you know, if you walk into a clinic, and the team doesn’t function and everyone’s fine with everyone, as a patient or a client, you walk in and you feel the tension. The fighting is finished and no one is fighting but you feel it so every time I’m like clicking like I don’t want to be there or if you’re going to a friend’s house you know that the husband you know says awful stuff or you’re going and that feeling is there why would you want to put yourself in an environment where you don’t feel good you want to put yourself in an environment where you walk out and go I can’t wait to go back because I had the time my life when I was there or I felt good or that made me feel special and similar to today we are doing podcast everyday girls because I tell you what you’ve made me feel so good and I just want to come on it’s true like why would I not want to come and hang back with you when you say such lovely things and you make me feel on top of the world that stuff and it’s all done genuinely and if you can make people feel like that they want to come back time and time again. Me

Trish 

And I’m going to have to leave this podcast and go and put some makeup on and make myself look half decent. I’m wallowing in that sort of like oh what are we going to add on this? I will I’ll just I won’t even cover here today whoo

Griz  

Yeah. Oh god man look at that look at those roots for those listeners that can’t see this is four months of no hairdo because was too short or something like that. Yeah, I know people pay lots of money for by I don’t really honestly. Um, but I do put on my lip on makeup every day even in the hospital. It was so funny, my doctor came in and I put on a spray, tan one. And they were like, what are you doing Griz? And I’m like, well, I just feel better when I’m brown. So I’m sorry that all of our white towels and your white beautiful robes don’t look white. They’ve been in Griz’s room. But if you make yourself feel good, and I even wear heels even when I’m presenting because I feel like that’s what I will be doing a puppy presenting on stage so I have to feel it. Then if I feel it, I can portray it. And if you portray it people will bring it back to you.

Trish 

Well I’m not standing away.

Nic 

What you were saying with clothes? You know like when you’ve got a new outfit and you just feel like I’m walking this

Griz  

So true it’s anyone having a bad hair day you feel crappy you’re having a bad hair day and that’s what you focus on is your bad hair your bad hair bed hair. So try and you know for those I mean you don’t have to groom to feel happy. But if that’s your normal style and because COVID has stopped us needing to groom or keep on grooming like what why not you can still wear makeup around the house if you want or you’re looking on to make you feel better. And that’s what I mean Julia Ross personnel as it was a teenager many years ago and she would make people put their lipstick on before they answered the phone. Because when the girls had their lipstick on they got better call retention, better call activation and better sales. Because obviously when their lippie was on there, it was smiling why through the phone or their articulation or tone and inflection change because they felt like they had something on the map as dumb as it sounds.

Trish 

Doesn’t sound to me like it makes a whole lot of sense. It’s true if you feel like you look good. You actually just feel better about yourself.

Griz  

So much, so don’t wear pajamas all day. Unless you love being in pajamas. Are you having a PJ day that’s around?

Trish  

So good Griz and Nicole, have you got anything else to ask Griz that we haven’t covered already?

Nic

No look, you know, I could go on all day. I did want to ask Griz about NLP. Yes, NLP, the people keep talking about.

Griz  

God, linguistic programming. So it’s really just understanding people’s world. So I mean, there’s so many different variations of it. Now there’s strings coaching, there’s DISC training, it’s all about behavior, but it’s all about that, locking into understanding someone else so that you can adapt your style to suit that person. And there’s again, there’s a lot of fundamentals around that holistic stuff of it. And there’s a lot of big words used by and that can be sometimes a bit confusing. But what I always say when people say our NLP training, I say it’s understanding the person that you had an interaction with, and working out how they like to receive communication, being empathetic. So knowing, are they the people that want to talk about their weekend or not, they’re the people and they’re the people that you need to show your baby photos to or don’t they care about your baby photos. So in the big picture thing, we can spend a whole podcast on NLP and we can do that another time but what I want people to take away from it, because it’s so confusing is just think about the person you have an interaction with. And when you are listening to them, listen to learn, listen to understand, and listen to engage back, be empathetic. As leaders, we need to start showing empathy because you look at people homeschooling at the moment, right, and they’re homeschooling, they’re trying to bring on meetings all day. They’re trying to do everything they can and a leader can’t just say, Well, I don’t care, I need my work done. We need to start looking at the surroundings around us and that incorporates NLP but it also incorporates just being empathetic with people and knowing that people are doing it really task and trying to adapt your style and your communication and your outputs with that particular person.

Nic

Griz, I think that you are the Brene Brown of Australia.

Griz  

Gotta start promoting that. Yeah, getting the ring with me and don’t bloody criticize me. If you’re not in the ring standing next to me. I love that. Theodore Roosevelt, her quote, and, and it’s true. It’s courage, isn’t it? It’s the bloody courage to do something and give it your all and if you fall down and fail, you’re happy to get feedback from people that are doing it with you, but doing Take the cheat sheet. She’s amazing.

Trish

That’s true. Thanks so much for joining us and we definitely would love to take you up on that podcast just on NLP. That would be amazing.

Griz  

Yeah you book it in and let’s talk a whole session because there’s so much stuff and you can’t really do it in two minutes flex it just gets confusing.

Nic

I can feel the heebie jeebies out of me.

Griz  

Yeah, so let’s do a podcast on NLP. Come back and listen loud, listen long. We can make a slogan, listen that loud, listen along along with the lovely ladies. Lovely luscious ladies.

Nic

Yeah. Jamie Leon. Oh, and that would be awesome.

Griz  

oh my gosh, she would love that. Bring her on. She will tell us about the generational stuff that you and I are so young for we love it and for what they do now I heard new words the other day and I nearly fell over want to know oh no you don’t not for these. It might be rude.

Trish

What if you get to find out all about the lingo for the millennials? It’s so interesting.

Griz  

What show was that Trish?

Trish

UNGA on Stan? You’ll love it.

Griz 

I will love it. I’ve just finished sex education. So it isn’t free, I’m gonna love it. So I will talk about bad words and NLP. When next week we hang out together. Yay.

Nic 

Thank you so much Griz. We’re going to wrap it up with you and let you go and enjoy your day and spread happiness everywhere. Beautiful, pretty pink and of course we are going to listen to mind the gap. Yes, yes. And we can’t thank you enough. We will definitely see you again for NLP and listen long.

Griz 

That’s what you’re doing. Thank you for having me on my crappy crime days. I’ll record it and send it to you so you know that I’m normal.

Trish  

Thanks, Griz. 

Griz 

Have a great day team and listeners. Thanks for listening to the game. I’ve had so much fun. I feel very loved later. Bye.

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Well, like all good quickies it's time to dust off and get back to our day jobs! If you liked the podcast please rate us because we need the validation for our fragile hearts. If you have a story to share or have a burning question you would like us to cover please slide into our DM’s on Instagram at @transformingbodiespodcast. Stay positive, keep your boobs and chins high until we chat again xoxo Trish