We’re excited to introduce you to the always interesting and insightful Beverly Hathorn. We hope you’ll enjoy our conversation with Beverly below.
Beverly, we’re so excited for our community to get to know you and learn from your journey and the wisdom you’ve acquired over time. Let’s kick things off with a discussion on self-confidence and self-esteem. How did you develop yours?
My confidence comes from my family – they gifted it to me!
As a child, my parents and grandparents told me I was smart – so I was smart. They told me I was a good little girl, so I was a good little girl. Children are very easily molded and are very impressionable – I simply gave what was expected. I delighted in hearing those words, so I did what it took to hear those words.
In school, I was in Plays and all sorts of activities and even served as school announcer. In church. I was in the Children’s Choir and always had a speech to read at Easter and Christmas.
I got my first “leadership opportunity” in the 4th grade when I was selected as Captain of the “Service Squad” – a group of girls who served as Teacher’s Aides. I took my duties very seriously and worked diligently to support my Team. I learned that hard work, focus, and drive pay off!
This was my story all through school – a Winner! It all started with my family giving me the foundation I needed to be confident, self-assured and move through life with high expectations of myself.
My confidence and self-esteem started as a child – my family gifted it to me!
Thanks for sharing that. So, before we get any further into our conversation, can you tell our readers a bit about yourself and what you’re working on?
I am an HR Consultant, Podcast Host, and Professional Speaker. I help Contact Center Leaders who struggle with high customer complaints, escalations, and low employee engagement.
My niche is in Customer Satisfaction and building high-performing teams. I have over 30 years as a Leader in the Customer Satisfaction field. I’ve worked in the banking industry, public service, and most recently, a Fortune 500 Company.
In supporting Contact Center Leaders, I drive toward improving team performance and employee engagement. I have created “The ARIA Method” – (Assessing Organizations/Teams, Recommend Improvements, Implement Changes, and Adjust to align with existing processes and systems). I can offer either the full program or any preferred components.
I started the Teambuilding Cultures Podcast to expand my network and engage other like-minded leaders to discuss perspectives on building high-performing teams. My Guests and I deliver insights and transformative strategies to team building and employee engagement.
If you had to pick three qualities that are most important to develop, which three would you say matter most?
First, Tenacity and Determination. One must learn to push through all adversity as if everything you want lies on the other side. These will be your shield and armor as you push through.
Second, Soft Skills. Leaders must learn to build relationships and communicate effectively. Working with irate and angry customers helped me develop soft skills – they became prominent aspects of my personality and propelled me forward in my career.
Last, Confidence and Optimism. We must stay excited about the prospects of what
“can be”. Never let yourself dwell in defeat, sadness and unhappiness – that’s where burnout, and stress can take you under. There is no reason to think you won’t be successful.
To those just starting out I would say, never stop learning, never stop growing – take on all the challenges that come your way – reach, stretch – there is growth in those challenges and difficulties.
What do you do when you feel overwhelmed? Any advice or strategies?
There are times when I am overwhelmed and facing so much that it appears insurmountable.
There may be times when you feel overworked, and you may be right, but doing a lot exposes you to a lot and before you realize it, you know a lot, and that’s invaluable! It may take a while to show up, but while you’re waiting – learn! The best leaders learn and grow continually. Be confident, you got this!
Remember this – we cut down a forest one tree at a time. Buckle up, focus, and take it one task at a time – note your progress and keep moving. Seemingly all at once – you look forward and see the light at the end of the tunnel. In all that, you will have learned and grown and come out stronger on the other side, so it’s all good!
Contact Info:
- Website: https://customermeasures.com/
- Instagram: https://www.instagram.com/strategichrconsultants/
- Facebook: https://www.facebook.com/strategiccustomercare/
- Linkedin: https://www.linkedin.com/in/beverlyhathorn/
- Twitter: https://twitter.com/strategiccare1
- Youtube: https://www.youtube.com/@strategichrconsultants129/
- Other: https://open.spotify.com/show/5ScUU7IpkYjio5ZTfmXf0Z?si=0682b3a6d84d4870
