Season 3 of "Drink Like a Lady" is focused on the growth opportunities in 2021. We are looking in the rearview mirror of 2020 and sharing what we learned from the pandemic.

Today’s episode explores the changes to the GIG Economy. Since everyone began working from home during the pandemic, the 'gig' economy becomes the new way that many Americans will participate in the workforce of the future. In this episode, we explore

What is a 'gig worker?'

• Someone who takes on small tasks
• Someone who takes on projects that they can complete on their own time
• Someone who participates in the marketplaces that have been created to match talent with needs.

What are the pros of being a gig worker?

1. It offers FLEXIBILITY to work from anywhere, which clients to take on, and how much you charge for your services
2. It allows you to TEST DRIVE a new career.
3. ITS SIDE INCOME that is steady and can support another goal
4. As an employer, it helps to get the job done without the expense of full-time help

What are the cons of being a gig worker?

1. No set salary. No health benefits.
2. Its demand dependent.

The takeaways

1. WORK-LIFE BALANCE has been disrupted For some workers, the flexibility of working gigs can actually disrupt the work-life balance, sleep patterns, and activities of daily life. Flexibility in a gig economy often means that workers have to make themselves available any time gigs come up, regardless of their other needs, and must always be on the hunt for the next gig. Competition for gigs has increased during the pandemic, too.
2. NO STEADY JOB WITH BENEFITS In effect, workers in a gig economy are more like entrepreneurs than traditional workers. While this may mean greater freedom of choice for the individual worker, it also means that the security of a steady job with regular pay, benefits—including a retirement account—and a daily routine that has characterized work for generations are rapidly becoming a thing of the past.
3. LONG TERM RELATIONSHIPS SUFFER. Because of the fluid nature of gig economy transactions, long-term relationships between workers, employers, clients, and vendors can erode. There goes the benefits of building long-term trust and familiarity with clients and employers. It could also discourage investment in relationships that would otherwise be profitable. Nobody has incentive to invest in a relationship since it only lasts until the next gig comes along. 

Whenever you’re ready, there are 3 ways I can help you:

1. Join the Samita Lab Mastermind. Join 7 other women leaders in the core program that sits at the center of my business model. The Mastermind teaches you exactly how to build a powerful person brand and the mindset to support it. It culminates in a keynote in front of an audience at the end.
   
   I only enroll for this program once a year.
   
   The waitlist is open for the Class of 2026.
   
   
2. The Anatomy of a 'No' If you’re struggling to say ‘no’ gracefully at work, I created a free download here with scripts (15,000 downloaded)
   
   
3. Help! I need confidence! ****Join 2500 people in taking my mini-public speaking Masterclass. Learn to organize a compelling talk and my framework for making it super easy.

Welcome back to our Second (2) Episode of 2021 Drink Like a Lady 

Last week, we looked back at 2020 and shared examples of companies, industries that GREW during the pandemic.

This week we focus on CUSTOMER SERVICE and how that has changed

Last week I interviewed the CEO and Founder of Silk + Sonder. She talked about doubling down on customer service. Your existing customers, this who already converted are GOLD

SO what’s changed about customer service

1. 59% of consumers will care more about their customer experience than they did pre COVID when deciding which companies to support or buy from.
2. And, if you are a business, this means that there is very little room for mistakes heading into 2021. ANY friction is a customer’s journey can cause a loss in potential revenue (Life time value of a customer), and a potential gain to competitors.When you consider that 80% of consumers will switch to another company after just ONE poor customer experience, this opens the door for companies to not only compete on pricing and product bu

What can you consider doing now: WE SHARE 3 KEY THINGS

EMPOWER YOUR AGENTS

1. If in a company with a separate customer service department- you will need a GREATER FOCUS ON THE IMPORTANCE OF AGENT EXPERIENCE.

a) To be truly successful, companies need to see their agent experience as a valuable part of the customer experience.

b) The agent experience is defined as the view of how empowerment, efficient, and effective a company’s customer service agent is. As in the case with almost any department in a company, prioritizing your team and staying in touch with the employees and their morale is the only true way to ensure positive reactions from your customers.

c) It is as simple as this. Happy agents=happy customers.

d) How do you facilitate greater Agent Experience?  HERE'S HOW

  i.      Better tools in software programs

  ii.      Enhanced training

   iii.      More accessible customer data

  iv.      Specific and relevant feedback that’s based on context and specific conversations.

 v.      Clear process documentation and flexible guidelines that empower agents to prioritize customer outcomes over their own performance metrics.

What can you be doing now: OMNICHANNEL COMMUNICATION

1. Omnichannel communication will be everything.
   • Customers need direct access to companies
   • Unlike years prior, this new type of conversational commerce is much bigger than just offering live chat.   Facebook, What’sApp, email, phone, text, etc.
   • The right strategy will allow you to deliver a unified. Budgets need to support these channels aggressively.
   • Consider the customer’s experience from start to finish. The customer journey is a valuable tool for recognizing the gaps in the customer’s experience and where new initiatives can be implemented  

 What can you be doing now:  INVOLVE YOUR CEO

1. Customer Service will play a bigger role in C-Level Strategy
   • CEO being part of the social media messaging as well.
   • measure success.  “Please Rate Our Service.” AND, they really want to know.

Customer service in 2021 will be your number one differentiating factor.  Are you ready? What do you need to get yourself set up for success?

Whenever you’re ready, there are 3 ways I can help you:

1. Join the Samita Lab Mastermind. Join 7 other women leaders in the core program that sits at the center of my business model. The Mastermind teaches you exactly how to build a powerful person brand and the mindset to support it. It culminates in a keynote in front of an audience at the end.
   
   I only enroll for this program once a year.
   
   The waitlist is open for the Class of 2026.
   
   
2. The Anatomy of a 'No' If you’re struggling to say ‘no’ gracefully at work, I created a free download here with scripts (15,000 downloaded)
   
   
3. Help! I need confidence! ****Join 2500 people in taking my mini-public speaking Masterclass. Learn to organize a compelling talk and my framework for making it super easy.

Welcome back to Season 3 of Drink Like a Lady. 

With the pandemic,  our personal lives were disrupted.  The way we do business was disrupted. Business models, products and services, team building and culture building were scrutinized in a way we haven't seen in 10 years.

Companies that weren't early adopters of technology --now are. More are obsessed with analytics in order to learn about their customer.

In today's episode, we are looking  at the companies that pivoted successfully in 2020. 

1. Grocery Stores Became Dark Fulfillment Centers

In the effort to better serve customers AND to protect employees , a number of grocery stores are banning customers from entering and instead transforming the stores into DARK stores, or order fulfillment centers.

Whole Foods (for one) converted stores in both Los Angeles and New York, and Kroger and Eagle have done the same with multiple locations.

Dark Stores allow grocers to fill pickup and delivery orders much more quickly than using fulfillment centers further from customers.

2. Restaurants Entered the Grocery Market

Many restaurant chains, including Panera, California Pizza Kitchen and Subway, have begun selling fresh groceries  such as : eggs, fresh vegetables, meat, and even liquor to pick up alongside their restaurant orders. They have access to fresh produce and need a revenue stream anyway.

3. Retailers Ramped Up Curbside Pickup

As customers were barred from shopping in-store, retailers brought merchandise to the curb. It was a way to move inventory, keep customers, and be safe.  Retailers such as DSW, Best Buy, Staples, Macy’s, Kohl’s created "PickUp Stations"where customers could pick up  items with low risk.

4. Hotels offer “day rates” for remote workers.

Red Roof Inn started offering day rates for folks to work remotely for as low as $29.00 a day at some locations.  You can't beat a fast internet connection and a quiet place to work, plus hotels needed the revenue.

5. Fitness Companies Move Workouts Online

Folks don't have to go a physical gym to work out and be healthy.  Online classes in yoga, Pilates, weight training, aerobics blew up during the pandemic.

The successful pivots had these traits in common:

• Agile mindset. The companies pivoted quickly. Strong leadership prevailed.
• Acceptance that consumer demands were changing. The way we buy products and services will never be the same.
• Acceptance that personal and business life is different now too.

Whenever you’re ready, there are 3 ways I can help you:

1. Join the Samita Lab Mastermind. Join 7 other women leaders in the core program that sits at the center of my business model. The Mastermind teaches you exactly how to build a powerful person brand and the mindset to support it. It culminates in a keynote in front of an audience at the end.
   
   I only enroll for this program once a year.
   
   The waitlist is open for the Class of 2026.
   
   
2. The Anatomy of a 'No' If you’re struggling to say ‘no’ gracefully at work, I created a free download here with scripts (15,000 downloaded)
   
   
3. Help! I need confidence! ****Join 2500 people in taking my mini-public speaking Masterclass. Learn to organize a compelling talk and my framework for making it super easy.

The good news is that negotiating skills can be learned and perfected. Let's show your how.

 1.       Prepare fully. Do your research at fairy godboss or glassdoor. Know what your seat commands. Ask your peers. Ask mentors.

a.       In general, people don't like what they believe they're not good at

b.       I once have a friend who I admire for how she negotiated her bonus's, salary, her clients, etc. in the middle of a male driven organization. She was absolutely tenacious and prepared this in writing and did her homework beyond what you could ever imagine- her numbers. Company numbers. Sales department numbers all pulled together to create the picture of WHY she deserved what she was asking for.

2.       Cultivate positive emotions. Be prepared to tell stories about your wins at your previous jobs and why you are good for this job. 

3.       Boosting Emotional Intelligence. Watch body language. Your non verbal cues can convey 12.5 times more information than the words coming out of your mouth.

a.       With increase self awareness, women can build their confidence levels and, therefore, decrease their anxiety around the task of negotiating.

b.       "Using Mindfulness"- ask yourself what you really need and your interest is during the negotiation process. Be aware!!

4.       Negotiating Communally

5.       Negotiating a Package. Women are so excited to be invited to the table, that they doln't take agency over the process. When given a salary offer, say, this is a good place to start. Or, buy time by saying, Let me gather my notes together.   Have your other items you want ready to ask if you don't get what you want initially.

a.       People from other cultures negotiate differently. Whereas Americans and Germans prefer a linear, one-issue-at-a-time approach, the French prefer a more holistic approach, and will move back and forth on issues that other negotiators may have believed were long since settled.  What is your style and how can you bring a style to the table that gets you what you need?

b.       In the case of salary negotiations, women would better themselves by looking at the total compensation package, which might include paid time off, the hiring of an administrative assistant, or a commuting allowance. (So important during our COVID 19 time period).

 c.        Rather than saying, "My minimum salary expectations is $120,000", try, "I'd be willing to consider a salary that is below my minimum if we can agree on the total compensation package. In addition to my eligibility for year-end bonus's , I'd like to discuss administrative support, relocation assistance, and the possibility of two-months rental in a furnished apartment, given my 800 mile relocation." ideally, you should back up these requests with data that supports your ask.

Whenever you’re ready, there are 3 ways I can help you:

1. Join the Samita Lab Mastermind. Join 7 other women leaders in the core program that sits at the center of my business model. The Mastermind teaches you exactly how to build a powerful person brand and the mindset to support it. It culminates in a keynote in front of an audience at the end.
   
   I only enroll for this program once a year.
   
   The waitlist is open for the Class of 2026.
   
   
2. The Anatomy of a 'No' If you’re struggling to say ‘no’ gracefully at work, I created a free download here with scripts (15,000 downloaded)
   
   
3. Help! I need confidence! ****Join 2500 people in taking my mini-public speaking Masterclass. Learn to organize a compelling talk and my framework for making it super easy.

Whenever you’re ready, there are 3 ways I can help you:

1. Join the Samita Lab Mastermind. Join 7 other women leaders in the core program that sits at the center of my business model. The Mastermind teaches you exactly how to build a powerful person brand and the mindset to support it. It culminates in a keynote in front of an audience at the end.
   
   I only enroll for this program once a year.
   
   The waitlist is open for the Class of 2026.
   
   
2. The Anatomy of a 'No' If you’re struggling to say ‘no’ gracefully at work, I created a free download here with scripts (15,000 downloaded)
   
   
3. Help! I need confidence! ****Join 2500 people in taking my mini-public speaking Masterclass. Learn to organize a compelling talk and my framework for making it super easy.

WHERE DO LIMITING BELIEFS AROUND MONEY COME FROM

1. Women were brought up with a negative money mindset. This can be generationally transmitted.
2. Professor Steve Peters explains that the female tendency to conform and let the man deal with safeguarding the nest by how our primitive part of the brain works (=(The Chimp) operates.  This is the part of the brain that contains all the natural drives and instincts (need for survival, food, sex, shelter) and has been passed on to us since the caveman. A risk taking female was much more at risk of getting killed in the jungle than the one who stayed close to the physically stronger male and let him make all of the decisions.
3. Our neural pathways are configured to remember and imprint the negative stuff MORE than the positive things that  happen to us. Again ,this is primal. Registering the negative stuff kept us safe. 

 HOW DO WE CHANGE THEM?

1. BUILD AWARENESS  AROUND MONEY Awareness is the first step to developing your new money beliefs. As a continued reminder from our previous MINDSET episodes, being conscious of the relationship between thoughts and behaviors allows us to grow in our emotional awareness, make powerful decisions, and see optimal outcomes.

2. DEBUNK UNHELPFUL BELIEFS

3. BUILD HELPFUL BELIEFS

1. logical attitude towards debt.
2. live within their means
3. " They tend to spend money on things that improve their well-being, move them towards their desired future, or help others 

4. TALK ABOUT MONEY  

5. JOURNAL AND BUILD POSITIVE AFFIRMATIONS AROUND MONEY 

Whenever you’re ready, there are 3 ways I can help you:

1. Join the Samita Lab Mastermind. Join 7 other women leaders in the core program that sits at the center of my business model. The Mastermind teaches you exactly how to build a powerful person brand and the mindset to support it. It culminates in a keynote in front of an audience at the end.
   
   I only enroll for this program once a year.
   
   The waitlist is open for the Class of 2026.
   
   
2. The Anatomy of a 'No' If you’re struggling to say ‘no’ gracefully at work, I created a free download here with scripts (15,000 downloaded)
   
   
3. Help! I need confidence! ****Join 2500 people in taking my mini-public speaking Masterclass. Learn to organize a compelling talk and my framework for making it super easy.

Having a global perspective enables you to learn from others, and can open up your business to new opportunities. It can also help you grow in new ways. Further training to ensure that business leaders can effectively make decisions within a leadership role is top of mind for management

Going back to our earlier episodes this season on mindsets and where our beliefs come from, we often take on a belief that has been ingrained in us from our earliest years. In my case, the idea of having an "opinion" was constricted by parents due to the old adage of "parent knows best or your opinion doesn't matter."

Here is where the conflict of mindset came in and WHY working with the word "perspective allowed me to move into a whole new level of leadership

So why was there a conflict in my "subconscious" about opinion/perspective and how did this play out by truly looking at meanings and then owning PERSPECTIVE as a weighted tool for leadership?

per·spec·tive

a particular attitude toward or way of regarding something; a point of view.

o·pin·ion

a view or judgment formed about something, not necessarily based on fact or knowledge.

Notice the difference in the meanings (although sometimes- people use perspective and opinion interchangeably) but what leapt out at me was the "point of view" and the "judgement" contrast. Taking judgement out of the equation SHIFTED my belief system.

Understanding the Other Person's Perspective Will Radically Increase Your Success AND Increase Your Ability to Communicate Your Own Perspective

The key to successful relationships lies solely in our ability to understand the perspective of another and to communicate our own. Here are 6 ways to improve your perspective in business.

1. ASK QUESTIONS. ASK WHY. BE OPEN

2. HIRE FROM OUTSIDE

3. CO LOCATE. GET TO KNOW PEOPLE

4. INCREASE AUTONOMY

5. BE CLEAR IN YOUR COMMUNICATION. GET CLARIFICATION

6 RESPECT DIFFERENCES.  

Whenever you’re ready, there are 3 ways I can help you:

1. Join the Samita Lab Mastermind. Join 7 other women leaders in the core program that sits at the center of my business model. The Mastermind teaches you exactly how to build a powerful person brand and the mindset to support it. It culminates in a keynote in front of an audience at the end.
   
   I only enroll for this program once a year.
   
   The waitlist is open for the Class of 2026.
   
   
2. The Anatomy of a 'No' If you’re struggling to say ‘no’ gracefully at work, I created a free download here with scripts (15,000 downloaded)
   
   
3. Help! I need confidence! ****Join 2500 people in taking my mini-public speaking Masterclass. Learn to organize a compelling talk and my framework for making it super easy.

Today we are focused on the COMPANY WE KEEP to anchor in a new belief system.You have heard the phrase, We are the sum of the 5 people we spend time with. This relates to the law of averages, which is the theory that the result of any given situation will be the average of all outcomes

Who are the 5 people you should surround yourself with

#1 Take a hard look at friends and family

• For Joya to answer - "Joya, you always wanted to be a journalist. Who inspired you and what did you see as the traits and belief systems that came across in the way that the individual was being?
•  I remember my mother making a comment to me when I had gotten promoted (in a very short period of time) again at Macy's and then had the privilege of buying a house that was 2x's as big as hers. Instead of supporting my positive ambitions her comment was "Who do you think you are?"
• I will never forget the cut of that statement (especially from a mother). Nevertheless, I knew then and there that she was not a fan of my ambitions and achievements. BUT that I had a cheerleader within my family that would take on the role of supporting me.

#2  Critics 

These are the people who are always finding ways to disrupt your confidence by telling you that your vision is wrong.  They are quick to inform you that your knowledge of the marketplace is not realistic. But we need them!According to a study in the Journal of Consumer Research, novices have a preference for positive feedback, but experts want negative feedback, so that they can make progress. Without them, you'd never sharpen your skills or develop tough skin.

Michele Obama example

a.   Princeton and her high school guidance counselor said that "she should look for other alternatives to that school." Instead of listening to her and letting that become a belief, she turned and said "I will not let anyone dictate the ambitions I want in my life." After only hearing this 2 months ago, it has now become a strong belief for me. A belief that changes the trajectory of who I listen to and who I absolutely do not.  And I can use her quote for other young ambitious women.

#3 Coaches

If you're surrounding yourself with people who never ask you tough, thought-provoking questions, you'll never be living up to your full potential to conceptualize those answers.

#4 People you admire or Role models

Hanging with someone you want to be like will make you more like them, and you're going to start realizing value in yourself where you may not have seen it before once you get more of them in your life.

#5  Mentors

This is someone with qualities you hold in high regard who's willing to discuss them and help you develop those qualities on your own

#6  Peers with positive habits

Taking stock in the value that people add or remove from your life means you will draw someone to you who does the same, and the cycle of self-improvement and general awesomeness perpetuates itself.

Whenever you’re ready, there are 3 ways I can help you:

1. Join the Samita Lab Mastermind. Join 7 other women leaders in the core program that sits at the center of my business model. The Mastermind teaches you exactly how to build a powerful person brand and the mindset to support it. It culminates in a keynote in front of an audience at the end.
   
   I only enroll for this program once a year.
   
   The waitlist is open for the Class of 2026.
   
   
2. The Anatomy of a 'No' If you’re struggling to say ‘no’ gracefully at work, I created a free download here with scripts (15,000 downloaded)
   
   
3. Help! I need confidence! ****Join 2500 people in taking my mini-public speaking Masterclass. Learn to organize a compelling talk and my framework for making it super easy.

The 90/10% Rule

The subconscious mind is like the court stenographer. Its recording every trauma that has happened to us. Maybe it was the first time we got fired. Every bad thing that someone has said to us. That time that someone called us fat.  

Left unchecked, all of that ’stuff’ and scripts in our subconscious is operating on autopilot.

I’m not deserving

I’m not worthy

I can never do that.

When you say I want to lose weight. You are harnessing willpower. Willpower is about 5-10%. 

 You can see why its a losing battle.

So today, we are going to talk about the 5 ways to reprogram the subconscious mind.

 #1 WATCH THE SELF TALK. RECORD IT. SAY THE OPPOSITE

  If you are constantly saying something that is limiting, you will begin to believe that subconsciously, ie if you are afraid of flying (an example). Say something like FLYING allows me to feel the freedom of travel and experiences.

#2 REPETITION AND CONSISTENCY

Affirmations or the opposite of the negative self talk takes a daily commitment. It has to become anchored in your belief system. One of my favorite quotes is from Lady Gaga who told herself a lie each day that she was a star You tell yourself a lie enough, it becomes the truth. Mohammad Ali used to tell himself “I’ am the greatest” Jim Carrey used to say to himself as he sat above Hollywood, “Everyone wants to work with me"

For example- if you are afraid of flying, you have to consciously add positive thoughts and experiences around flying into your subconscious in order to REWIRE your belief about it. I call it RECALIBRATING, like a GPS system.

#3 MEDITATION

Quiets the conscious mind and lets you become less aware of your surroundings and more aware of your breath, an image, or mantra that you are focused on. During meditation, you can focus on what you want and let your subconscious mind begin to reprogram with the new idea, image, and desire. You become less reactive.

#4 VISUALIZATION

The subconscious mind does not distinguish between false or true, research has proven, so if you are visualizing something strong enough, it will feel as if you are already doing it and store it as something that is part of your life. It will reshape your reality.

#5 ANCHORED IN BELIEF

 Self Fulfilling Prophecy- For example, if you wake up and immediately think-for whatever reason or for no particular reason at all-that today is going to be a terrible day, your attitude might make your prediction come true. You may unconsciously work to AFFIRM YOUR BELIEF by ignoring the positive, amplifying the negative, and behaving in ways that are unlikely to contribute to a positive day. This then becomes a self-fulfilling prophecy. This also happens in work "I won't get promoted". "I won't win that account". Etc, etc.

Whenever you’re ready, there are 3 ways I can help you:

1. Join the Samita Lab Mastermind. Join 7 other women leaders in the core program that sits at the center of my business model. The Mastermind teaches you exactly how to build a powerful person brand and the mindset to support it. It culminates in a keynote in front of an audience at the end.
   
   I only enroll for this program once a year.
   
   The waitlist is open for the Class of 2026.
   
   
2. The Anatomy of a 'No' If you’re struggling to say ‘no’ gracefully at work, I created a free download here with scripts (15,000 downloaded)
   
   
3. Help! I need confidence! ****Join 2500 people in taking my mini-public speaking Masterclass. Learn to organize a compelling talk and my framework for making it super easy.

People with a growth mindset don’t see failure as the end of the journey. They view failure as an integral part of the growth process. Because of this, these individuals are better able to bounce back from failure. Failure is the first step to success.

Here are five ways you can practice a growth mindset and embrace failure.

1. LOOK FOR  CHALLENGES 

If you are afraid of failure, seek a challenge that isn’t going to be life altering if you fail and something that is reasonably difficult, but not impossible.  

My journey in failure: Being a "buyer" for Macy's gave me the playing ground for enough failures that I was able to deal with those failures quickly and with solutions that still met the objectives of the department I was buying for and the product selected. When something wasn't selling, I was able to change direction QUICKLY and still realize long term success through strategic actions. Don't get me wrong, there are still plenty of "triggering points" I had during my career on failure but rarely do I perceive that failure in business actions is the end of the world.

2. TAKE TIME TO REFLECT 

I’m a big fan of journaling to reflect and keeping a brag book, where I keep a list of my  achievements. I look at it on days that get me down. 

3. START SAYING THE WORD “YET” 

Every time I tell myself that I can’t do something, I add the word “yet.” It opens the opportunity for me to learn and become knowledgeable enough about the topic. it shifts my thinking to possibility. POST IT NOTE STORY

4. TAKE AN OUTSIDE-IN VIEW 

When  you fail, can you reflect upon the cause of the failure as an outsider. Examine the decisions you made as well as external forces that were beyond your control. By looking at what happened as an outside investigator, you save yourself from the negative self-talk spiral.

5. CELEBRATE SMALL WINS 

Counting the small celebrations. As the small wins start to build up, you’ll feel more comfortable challenging yourself with bigger things. 

Whenever you’re ready, there are 3 ways I can help you:

1. Join the Samita Lab Mastermind. Join 7 other women leaders in the core program that sits at the center of my business model. The Mastermind teaches you exactly how to build a powerful person brand and the mindset to support it. It culminates in a keynote in front of an audience at the end.
   
   I only enroll for this program once a year.
   
   The waitlist is open for the Class of 2026.
   
   
2. The Anatomy of a 'No' If you’re struggling to say ‘no’ gracefully at work, I created a free download here with scripts (15,000 downloaded)
   
   
3. Help! I need confidence! ****Join 2500 people in taking my mini-public speaking Masterclass. Learn to organize a compelling talk and my framework for making it super easy.