Alright – so today we’ve got the honor of introducing you to Laurie Guest, CSP, CPAE. We think you’ll enjoy our conversation, we’ve shared it below.
Laurie, thanks for joining us, excited to have you contributing your stories and insights. Crazy stuff happening is almost as certain as death and taxes – it’s technically “unexpected” but something unexpected happening is to be expected and so can you share a crazy story with our readers
My most memorable negative, unexpected moment in my speaking career happened when I got fired by a client in the middle of my speech! This wasn’t due to inexperience or lack of skill—after all, I had been speaking for two decades with a nearly flawless record of success. But that day was an epic fail.
The event was for a small municipality in Iowa, where they hold a mandatory staff development day each year. I didn’t realize until I arrived that most attendees didn’t want to be there. My job was to speak all morning to one group, then repeat the program after lunch for the second half of the employees. The meeting planner requested a highly interactive session on teamwork and communication, even though I had advised a different program, suspecting that interaction might not go over well with this audience.
Within minutes I knew I was in trouble. The attendees wouldn’t engage at all; they wouldn’t even take a pen to participate in the first exercise, which was crucial for the rest of the program. That was just the beginning of everything going wrong. By 20 minutes into a 6-hour day, I started to lose my cool. My heart pounded, sweat beaded on my brow, and my face flushed—not from embarrassment or fear, but from pure anger. I couldn’t believe professionals could behave so rudely.
My mistake was not rising above it and maintaining professionalism. It was a disaster. The second group behaved the exact same way and by early afternoon, I wanted to walk out and tell the world how badly I was being treated as an invited guest. Imagine my surprise when the meeting planner told me they were wrapping up early and she wanted her money back because she was disappointed in MY performance.
What? This was crazy! Couldn’t she see that the crash and burn session were due to her not taking my advice on the program and the audience’s lack of civility? At the last minute, I realized I needed to pull myself together and salvage what I could. After a calm discussion with her about the facts and shared responsibility, we reached an agreement. I shifted gears on the spot and finished strong with a different message that didn’t require interaction or engagement from the audience. She allowed me to keep the paycheck.
From this experience, I learned the importance of temperament control. I grew a lot as a professional speaker that day. Now, when I find myself in a situation where an audience (or individual) doesn’t respond as needed, I quickly and seamlessly change gears before it escalates into an awkward situation. I push down my “fight or flight” response and “flame on” the friendliness and energy to overcome the negative vibe. When it happens, it’s powerful and allows me to be the professional they hired me to be.
Great, appreciate you sharing that with us. Before we ask you to share more of your insights, can you take a moment to introduce yourself and how you got to where you are today to our readers.
My journey to becoming a professional speaker happened by accident. My background was in healthcare, and I often spoke to staff members of eye care offices as part of my corporate job. One day, while speaking at a large state conference, I watched the presenter before me deliver an amazing presentation. Until then, I had only heard of famous speakers like Zig Ziglar and Tony Robbins. I had no idea that an ordinary person like me could earn a great living as a professional speaker.
That woman showed me the way, and within a few years, I was ready to leave my job and embark on a new life as an entrepreneur. I’ve never looked back and am thankful every day for what this career has given me.
This year, I’m celebrating my 28th year in business. I specialize in customer service, staff development, and creative gamification as an engagement tool. In addition to speaking, I have authored three books and developed several online learning programs for self-directed growth in customer experience and overcoming service fatigue.
What I am most proud of is that, as a Midwest farmer’s daughter, I found a way to leverage my strengths—creativity, communication, humor, and people skills—into a lucrative company. We offer solutions to real problems in a relevant, relatable way that allows team members to make changes the very next day. That is extremely rewarding. I wish everyone could get up in the morning as excited to work as I am. The secret is to find a way to do what you love.
Any fun sales or marketing stories?
My favorite creative marketing idea cost almost nothing and made a huge impression. Instead of using your outbound voicemail as an apology (“I’m sorry I’m not here to take your call…”), use it as a 10-second commercial or a tool to connect with the caller.
Creativity + Humor = Connection!
Every day of the year, there are creative holidays—fun things like National High Five Day or National Margarita Day. When I’m out for the day, I often record a message that includes something about the special day to make it a more unique recording. One year, on March 6th, which is National Oreo Day, I recorded this message:
“Hello, you’ve reached Laurie Guest, professional speaker and trainer. Guess what? Today is National Oreo Day, so when you leave your message, please tell me your favorite flavor.” BEEP!
When I retrieved the messages, there was one from a bank president who was planning a very large corporate retreat. I was one of three speakers they were considering for this enviable job. He explained the reason for his call in a very serious tone. Then, right at the end, he said, “OK, if you could get the proposal to me as soon as possible, please. Oh yeah…Double Stuf.”
Instead of just emailing him a PDF like I normally would, I ran to the store and bought two packages of Double Stuf Oreo cookies. I printed the proposal on brand letterhead and FedExed the entire package overnight to arrive on his desk by 10:30 am the next day. After receipt, he called me back, and when I answered the phone, he simply said, “Well played.”
I won that job not because I was more talented, cheaper, or more well-known than the other two speakers. I received the nod for that contract because Creativity + Humor = Connection!
Connection is how we close sales. Connection is how we build relationships. Connection is how we obtain more referrals. Use your outbound voicemail in a way that connects with your buyer. Don’t know how to do that? Contact me. I’ll help you on the spot, no charge! It’s fun to do and can make an impact.
We often hear about learning lessons – but just as important is unlearning lessons. Have you ever had to unlearn a lesson?
Where do I start when it comes to the lessons I’ve had to unlearn in this career? There have been many. I think the biggest one is adjusting my understanding of ego. I was raised not to brag. Handling wins, prosperity, or recognition with a humble response was regarded as the “right way” to behave.
However, I’ve come to realize that people who have confidence in themselves thrive. A professional golfer stands up to every putt and envisions it going in the cup. They believe they have the talent to be the best, or they don’t get very far. The same is true for many other professions. The balance between confidence and inflated ego is tricky.
My parents both passed away long before I reached the Speaker Hall of Fame. I wish I could tell them that being humble is a great attitude, and I appreciate learning it as a child. However, when I get ready to present in front of an audience or quote a contract, I must set aside the self-limiting notions and step up with a bold, unapologetic attitude. I keep trying to unlearn this lesson every time I step onto a stage.
Contact Info:
- Website: https://LaurieGuest.com
- Instagram: https://www.instagram.com/laurieguestspeaker/
- Facebook: https://www.facebook.com/laurieguestspeaker
- Linkedin: https://www.linkedin.com/in/laurieguest/
- Youtube: https://www.youtube.com/LaurieGuest
