Get out the bushes | Laura Condy

[Laura] (0:00 - 0:25)

I am going to make the claim that I am The Daily Standup's number one fan. I have seen every episode. I am a graduate of the Rob Zambito School of Excellence.

What is that? I went to the Rob Zambito Community College, then my credits paper, and then this.

[Dillon] (0:39 - 0:50)

What's up, Lifers, and welcome to The Daily Standup with Lifetime Value, where we're giving you fresh new customer success ideas every single day. I got my man JP with us. JP, do you want to say hi?

[JP] (0:51 - 0:52)

It's a good day. Say yes.

[Dillon] (0:54 - 1:07)

And we have Rob with us. Rob, can you say hi, please? You didn't know what to say there, did you?

And we have Laura with us. Laura, can you say hi, please?

[Laura] (1:08 - 1:10)

What's up, Live Laugh Lovers?

[JP] (1:12 - 1:13)

She's been working on that.

[Dillon] (1:14 - 1:25)

She's been working on that. And I am your host. I feel like a proud dad, a proud dad right now.

My name is Dillon Young. Laura, thank you so much for being here. Can you please introduce yourself?

[Laura] (1:26 - 2:04)

Yeah, I'm Laura. I'm in Southern California. I have been in the customer experience game for about six years, specifically in support, adoption, and onboarding roles.

And I am going to make the claim that I am The Daily Standup's number one fan. I have been in every episode. I am a graduate of the Rob Zambito School of Excellence.

What is that? I went to the Rob Zambito Community College. Then my credits transferred to this school.

[Dillon] (2:07 - 2:08)

Wait, wait, wait.

[JP] (2:08 - 2:12)

Wait, what do you mean, Dillon? The music, the sound effects.

[Dillon] (2:12 - 2:19)

Oh, no. I can add some later. What do you want?

Yeah, you want a klaxon later? I can add that later.

[Laura] (2:19 - 2:21)

Only if it feels right for the moment.

[Dillon] (2:22 - 2:31)

We'll make it feel right. Wait, to graduate the Rob Zambito School, it's just an essay where you have to write framework 1,000 times, right?

[Laura] (2:31 - 2:41)

Yeah, actually, it was. I had to show up with a scantron, and it's like a bunch of questions, and it's just frameworks for A, B, C, D, E.

[Rob] (2:41 - 2:42)

All the answers are correct.

[Laura] (2:43 - 2:44)

Frameworks, frameworks, and all of the above.

[Rob] (2:45 - 2:46)

All are correct. All over 30.

[Dillon] (2:49 - 3:09)

Oh, yeah, yeah, probably. Anyway, Laura, so you are uniquely positioned to know exactly what we do here, which is we ask one simple question of every single guest, and that is what is on your mind when it comes to customer success, customer experience? So why don't you share with us what that is for you?

[Laura] (3:10 - 3:40)

All right, I think you guys are ready for this. The topic that is on my mind is why everyone in customer success should be watching The Daily Standup. Guys, it is amazing, and I have three benefits that I have taken away.

Wow! A little bit of a meta episode. I'm here to butter your bread for the bologna sandwiches.

[Dillon] (3:41 - 3:45)

Perfect. It's all perfect.

[Laura] (3:46 - 4:35)

All right. First benefit I've gotten from watching The Daily Standup, all the terms, the buzzwords, the acronyms, the jargon. Like I've said, I've been in tech for about six years, but there's still so much lingo I was unaware of and always scared to ask a coworker or a colleague.

So I'm in a Zoom meeting, and I would be Googling, what is NPS, what is NRR, and then totally miss what was happening in that meeting. But similar to like immersion learning where it's like, okay, you want to go learn Spanish? Go live in Spain.

Immerse yourself in the culture and using the language and the day-to-day concepts. So I learned all about that jargon from watching you guys talk about NPS and benchmarking and segmentation and flywheels and playbooks and frameworks.

[Dillon] (4:38 - 4:40)

I feel like this is a backhanded compliment.

[Laura] (4:42 - 5:15)

This is where it turns authentic. I was going to say, I know those buzzwords can be like cringe or cliche or overused, but as someone being on the other side of those conversations, when those terms are being used, it can be like a real insecurity and real intimidating. So you guys have helped build that muscle in me.

Any comments before I move on to the next benefit? I also just listen to a lot of podcasts.

[Dillon] (5:16 - 5:21)

Give everybody a chance. Personally, I don't have anything. I just need my voice to be heard.

[Laura] (5:21 - 5:38)

Okay. Benefit number two. I'm not typically one to endorse social media, but I have to tell you guys what my LinkedIn feed was like before watching the daily standup and then after watching the daily standup.

[JP] (5:38 - 5:39)

Oh, interesting.

[Laura] (5:40 - 6:03)

Like most professionals, I feel like my LinkedIn profile was like, or my LinkedIn account was just like a random place where I would go to peruse, jobs or see old coworkers. All those social media sites just feel like the junk drawer of every human interaction I've ever had. You just open a junk drawer.

I'm like, I wonder what's, oh, I forgot about this. Or I wonder about.

[Dillon] (6:03 - 6:06)

Old dried out rubber bands and. Yeah.

[Laura] (6:06 - 6:17)

Oh, this person works for that tech company now. That makes no impact on my life. But what that also ended up materializing.

[Dillon] (6:17 - 6:18)

JP loves this.

[Laura] (6:19 - 7:02)

What that happens at the end of the day, like my LinkedIn feed is just that it's junk. It's just like complaining, uninspiring, the same sort of. Oh, talking points over and over again, the work from home or the return to office stuff and then toxic workplaces.

And then after watching the daily standup, I would go in the show notes, follow every awesome guest that you guys have ever had. And now after a couple months, my LinkedIn feed is now a place that I look forward to browsing because it is full of people with like genuine insights, authentically inspiring things to do and better networking opportunities.

[Dillon] (7:03 - 7:12)

So that's actually that's a really interesting way of thinking about it. I like that one.

[Laura] (7:12 - 7:12)

Yeah.

[Dillon] (7:12 - 7:14)

I'd like the first one too, but.

[Laura] (7:14 - 7:21)

I don't want to endorse social media, but it's all in how you use it. Right. Benefit number three.

[JP] (7:21 - 8:24)

Wait, wait, before you jump into number three, I'm going to jump in here. As Dillon noted correctly. Yes.

I am not a fan of social media really either. I feel as if I have just been like Homer Simpson in the bushes when it comes to LinkedIn, where I'm just like, oh, it's really good to hear. Because I do think that there is a lot of good content that is out there, but it's almost like you got to learn to get the algorithm like on your side versus like against you.

And I think it sounds like you took on that effort. So what I really want to say from this is like some positivity that yes, if you are also watching take Lauren's advice. If you are on LinkedIn, you think LinkedIn is just like horrid.

Yeah. If there was a guest that you really resonated with, like, yeah, go follow them. And then you can find your way more to a message that resonates with you.

And you can find more of a community, et cetera, et cetera.

[Dillon] (8:25 - 8:42)

And it is so easy to connect with that person, send them a message, say, I loved your episode. If you ever want to talk, I'd love to chat with you. You already have something in common.

You have a reason to reach out to them. Like it makes that networking piece so much easier, which is a part of why we started this, to be clear.

[Laura] (8:42 - 8:43)

Yeah.

[Rob] (8:43 - 8:54)

JP, someday you're going to have to help me reconcile the fact that you are not a fan of social media. And yet you send me and Dillon like eight Facebook videos per day. Per hour on Facebook.

[JP] (8:55 - 8:57)

He's still in the bushes, to be fair.

[Rob] (8:57 - 8:58)

Yeah, I'm in the bushes.

[JP] (8:59 - 9:07)

I'm in the bushes hanging, so that's what I'm doing. Who's bushes? All right, not Bush number three, Benefit number three, Larry, go right.

[Laura] (9:07 - 9:08)

All right.

[JP] (9:08 - 9:10)

Please, I'm losing AirPods over here.

[Laura] (9:10 - 10:23)

You guys are going to love this one. So Benefit number three, I realized when I left my previous company in October, I also left like a bunch of really great co-workers and I missed a lot of the yucking it up, the effing and jeffing, flapping gums. I really missed, I missed like- The flim flam.

The flim flam. I really missed chatting it up with those people who take their work seriously, but they don't take themselves seriously. That's like my number one type of people.

And so I feel like without that camaraderie, Dillon, JP, Rob, you guys have little been my little substitute camaraderie. And I'm sure there's people who listen to podcasts that probably relate, where there's this weird intimacy of, oh yeah, those are my friends. I know them.

They don't know my name or anything about me, but I have a hardcore bond with them because I listen to them every day. So for the people who don't have co-workers at the moment, or the people who have co-workers who suck, watching the daily standup and you will get your camaraderie fix from you guys.

[Dillon] (10:24 - 10:25)

You think we're that relatable?

[Laura] (10:26 - 10:41)

I mean, if we want to break it down, I think I'm also a millennial like you guys. So you guys use a lot of the same references, a lot of the stuff that like I can pick up on, but those are the things that I look for in my co-workers. Anyway, I'm like, I'm not necessarily going to bond with the Gen Z-er, but I'll try.

[Dillon] (10:44 - 10:47)

Dean Zambito. That's my uncle.

[Rob] (10:50 - 10:53)

Dino? Yeah, my uncle Dino. Yeah, yeah.

My godfather.

[Dillon] (10:54 - 10:57)

You're the Dean of the Rob Zambito school.

[Rob] (10:58 - 11:05)

So I want to give you an opportunity to close this out. No, Laura, you got something to say. It's going to be bad.

Are you ready?

[Dillon] (11:06 - 11:15)

No, I thought you had three takeaways. No, I know, but you look like you were ready to go again, Laura. Do you have more?

[Laura] (11:15 - 11:23)

No, I thought you were. If you were calling me the Dean of the school. No, you just attended.

I'm like, I don't have those leadership skills.

[Rob] (11:26 - 12:29)

So I'm going to go out of order here. I think the second point you brought up was novel to me. Very interesting that I think we've inadvertently fed this LinkedIn algorithm, hopefully in some positive ways, because I know my feed has also been enhanced.

I didn't think about that critically until you just said that. So LinkedIn, future sponsor LinkedIn, thank you. The third one is good too, because we just talked about on the recording prior to this building community.

So that means a lot. But I think the first one was probably the most meaningful of what you said, which you probably remember from the first episode we launched this. It was our guest Ornella Jacobs.

She talked about keeping the vernacular and the concepts simple and relatable and familiar. And so if we've been able to build this language, build this verbiage and really essentially bridge the gap between this highfalutin language of tech and your everyday person, then I think we've done a lot of our job here. We've made CS a more open and inclusive and accessible space.

And that means the world to me. So thank you.

[Laura] (12:29 - 12:33)

Can we get the more you know star across the screen?

[Dillon] (12:34 - 12:42)

Maybe copyrighted, but if I can do something similar, maybe it's like just a brick scraping across the screen.

[JP] (12:45 - 12:46)

What about Deke?

[Dillon] (12:47 - 12:48)

Deke?

[Rob] (12:49 - 12:53)

No, what's Deke? Yeah, yeah, yeah.

[Laura] (12:53 - 12:57)

Oh, D-I-C, Nickelodeon.

[JP] (12:58 - 13:01)

No, it's okay. Group chat.

[Dillon] (13:01 - 13:05)

You better be careful, because the way you're spelling it, I'm thinking of something else.

[JP] (13:05 - 13:08)

Dillon, wrap us up.

[Dillon] (13:09 - 13:28)

Oh. Laura, that is our time. What a fantastic guest.

And I don't know if it's really, I guess a topic, several learnings about how great we are, which look, I'm all for that.

[Laura] (13:28 - 13:33)

I'll come back and give a legitimate topic if you don't want a little infomercial like I did today.

[Dillon] (13:33 - 13:59)

No, I love the infomercial. Yeah, exactly. This is where I reveal that Laura and I are actually related, and she only listens to them because I force her.

No, but awesome, awesome, awesome. Thank you so much for coming and sharing this. And I might make this the first episode in 2000.

All right, that is our time. Laura, please come back in the future. But until that time, we've got to say goodbye.

[Laura] (13:59 - 14:01)

Thank you guys, have a good one.

[Voiceover] (14:06 - 14:37)

You've been listening to The Daily Standup by Lifetime Value. Please note that the views expressed in these conversations are attributed only to those individuals on this recording and do not necessarily reflect the views and opinions of their respective employers. For all inquiries, please reach out via email to Dillon at lifetimevaluemedia.com.

Find us on YouTube at Lifetime Value and find us on the socials at Lifetime Value Media. Until next time.