On this episode, I welcome Mr. Mike Viane, a certified business and executive coach, to the Customers First Boardroom. With an impressive 30-year career in the movie industry, including roles at major studios like Warner Bros, Mike brings invaluable insights into the intersection of business acumen and storytelling. Currently, he's the owner of Focal Point Coaching, where he helps a range of clients—from executives to entrepreneurs—navigate growth and organizational reinvention.

Mike has learned to work with various personality types in high-pressure environments and how to facilitate better communication and understanding among teams. He emphasizes the importance of authenticity and vulnerability in leadership, especially when striving for a positive work culture and improved guest experiences.

One of the most striking concepts we discuss is tactical empathy, as popularized by Chris Voss in his book "Never Split the Difference." Mike explains how replacing judgment with curiosity in business interactions can lead to deeper understanding and better resolutions. He illustrates this approach with a real-life example involving movie theatre managers successfully de-escalating a tense situation with an unhappy guest by applying empathetic communication strategies.

We dive into actionable insights as well, particularly the idea of Difference-Making Actions (DMAs). Mike passionately advocates for intentionality in our daily routines, urging listeners to set specific, measurable actions that align with their goals rather than simply getting caught up in reactive tasks. He discusses the importance of making these DMAs a priority at the start of each day, highlighting that small, intentional actions can cumulatively lead to significant personal and professional growth over time.

Wrapping up our conversation, we touch on the concept of the "marathon mindset"—a theme that Mike encountered at a recent coaching conference. He outlines the four P’s: purpose, preparation, pace, and perseverance, emphasizing how breaking down overwhelming goals into manageable steps can foster sustained progress and mitigate feelings of uncertainty.

As we close, Mike leaves us with his core message about the power of focusing on our DMAs to set ourselves up for success. He encourages listeners to take actionable steps daily that contribute to a positive workplace culture and customer experience.

 

Mike's Contact Information:

Website: https://michaelviane.focalpointcoaching.com

LinkedIn: @michael-viane-105700195/

 

Tacey's Contact Information:

Website: taceyatkinson.com

All Socials: @TaceyAtkinson

 

Thank you for tuning in, and I look forward to having more valuable conversations together in the future.

Remember:

Customer-Centric Cultures Create Magical Customer Experiences.

Now Go, Create the Magic!