March 10, 2021

Validation communication, with Mary Shores

Episode 994:

Mary Shores is an innovative collection agency owner, communication expert, and best-selling author who transforms people’s words to help them fall back in love with their work and their customers. Fifteen years ago, Mary discovered a game-changing formula to connect to your customers and clients. It all started with a Do-Not-Say List and grew into an entire strategy that will fix your relationships and grow your business.

What you’ll learn about in this episode:

  • What big changes Mary has experienced in her business and strategic thinking since her previous appearance in Onward Nation episode 781
  • How realizing the power of validation communication transformed Mary’s business and created profound opportunities
  • How the myriad challenges of 2020 showed us that transparency is a powerful and vital communication tool that builds brand trust and strengthens relationships
  • Why strong transparency is the first step in clearly defining and articulating your strategy to those outside your organization
  • Why the way we have been conditioned to speak is opposite to how we can actually create a real connection, and why we must learn to communicate differently
  • How neuroscience shows that validation communication is a powerful trust builder, and why validating feelings of the people you’re speaking with matters
  • Why the secret recipe of “validate, activate, integrate” can transform your relationships with your customers and anyone you interact with
  • How the global pandemic has presented a golden opportunity for Mary to teach other debt collection agencies how to communicate with greater empathy and understanding
  • What words appear on Mary’s “Do-Not-Say List” in her debt collection business, and why those particular words are banned
  • Why now is the ideal time to experience exponential growth in your business and career through the extraordinary power of collaboration


Additional Resources:

Stephen Woessner

Stephen is the CEO of Predictive ROI and host of the Onward Nation podcast. He is the author of two bestselling books, speaker, trainer, and his digital marketing insights have been featured in SUCCESS, Entrepreneur, The Washington Post, Forbes, Inc. Magazine, and other media.