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More InformationA straight-talk with Martin (OPM) on why live listening is the foundation of quality—and how it sharpens pitch, tone and conversion.
Beyond recordings, it’s about real-time feedback, reading mood and misunderstandings, catching tech issues early, and turning those insights into better conversations and more meetings.
Transparency: Live listen-ins occur only with the prior, explicit consent of the call participants.
7 min
The “garden” metaphor for roles: guardian, pickers, florists, sowers
OPM’s three pillars: live listening, project prep, onboarding
Live listening vs. recording: legal elegance & practical impact
Post-call feedback beats whisper-coaching in the ear
Handling nerves: transparency, praise-first, sandwich method
When to listen: intense at kickoff, later via targeted sampling
Best calling times by function; generally Tue–Thu, mornings / late afternoon
Common mistakes: no smile, flat tone, over-talking
Tech matters: mic placement, breathing noise, connection quality
Short pitch design: 2–3 sentences + one question
What CRM can’t show: sentiment, stress, misreads
AI vs. human coaching: empathy, context, motivation
Self-coaching: record yourself, mirror practice, team reviews
Let customers listen in: inject domain expertise, learn together
A practical image: OPM as “quality guardian,” BDRs nurture and “pick” ripe leads, AEs arrange (florists), BDS sow the next seeds. No quality means no seeds—no sustainable cycle.
Maturity over sheer volume
Quality → seeds → new blooms (expansion)
Every role feeds the same loop
Live listening, project preparation, onboarding. Listening provides the signals the other pillars operationalize.
Signals → instant corrections
Prep/onboarding → consistent rollout
Continuous loop vs. one-off audits
Live avoids awkward recordings and enables immediate coaching. Recordings can complement, but aren’t always feasible or helpful.
Legally smoother, less friction for prospects
Debrief right after, while details are fresh
Full transparency for team and clients
Talking in someone’s ear creates overload and delays. Let the call flow; coach right after with crisp notes.
Natural > scripted puppet-show
Safe to make mistakes, then fix
Praise → improve → praise (sandwich)
Front-load at kickoff; later, sample strategically—also from top performers to spread working patterns.
Early density → fast learning
Ongoing sampling finds drift & wins
Team-wide best-practice sharing
Varies by function/industry. In general: Tue–Thu, mornings or late afternoon. Production is reachable earlier; IT/Marketing later.
Mon/Fri heavier meetings/shorter hours
Track project-specific patterns
Advise clients accordingly
No smile, flat tone, long monologues. Missed cues and objections.
Audible smile & energy convert
Act on signals, ask smart follow-ups
Balance talk/listen deliberately
Mic placement (breathing, rubbing), network hiccups, background noise—live listening exposes them fast.
Position headset correctly
Quick net check & test call
Kill distractions early
Answer who/how/why in 2–3 sentences (~20 s), then end with one clear question.
Relevance > feature dump
Brevity + question = momentum
Fewer misreads
Mood, stress and misinterpretations rarely make it into clean CRM fields—your ear does.
“Right fit, wrong timing” ≠ generic “no need”
Honest notes beat wishful thinking
Second opinion reduces bias
AI scores and transcripts miss sarcasm, voice swaps and nuance—and it can’t build trust or accountability.
Empathy & context beat scorecards
Advice + relationship > PDF analysis
Use AI as add-on, not replacement
It’s help, not surveillance. Embrace feedback. Also: record yourself, mirror practice, peer reviews.
Pro-feedback mindset accelerates growth
Self-recordings as routine
Test tiny tweaks immediately
Live listening is the fastest loop for quality.
Front-load at kickoff; sample later with intent.
Radically shorten the pitch: 2–3 sentences + one question.
Smile and tone are audible—and convert.
Tech breaks more calls than arguments: fix mic & net first.
Best times vary; Tue–Thu mornings often work.
CRM can’t capture sentiment—your ear can.
AI helps but can’t replace empathetic coaching.
“Your ear hears what dashboards miss: mood, stress, misunderstandings.”
“Keep it short, end with a question—20 seconds can open the conversation.”
“Feedback accelerates; feeling ‘controlled’ slows you down.”
Martin — Outbound Performance Manager (OPM)
Dominka — Host
Aren’t recordings better than live listening?
They help, but live listening delivers instant corrections without the recording friction. Using both can make sense.
How do I handle nerves when someone listens in?
Be transparent, start with praise, use sandwich feedback. After a few calls, you’ll forget the observer—if feedback stays specific and kind.
How do I find the best calling times?
Track by function/industry. Generally, Tue–Thu mornings or late afternoon work; production early, IT/Marketing later.
How short can a pitch be?
20–30 seconds: who/how/why in 2–3 sentences and one clear question. The goal is a dialog, not a monologue.
The value of this episode: clear, practical rules for notifications, micro-breaks, daily planning, and setting boundaries — tailor-made for call-heavy roles (BDR/SDR) and useful for all knowledge work.
In this episode, Dominka and Nina (BDS) unpack why “the customer is always right” can backfire in B2B. Instead of saying yes by default, you need firm standards, transparent processes, and the skill to set boundaries without burning bridges.
You’ll hear a practical blueprint: what to do in your first 30 days, how to deal with fear and rejection without sabotaging yourself, when empathy helps (and when it derails), and why discipline beats perfectionism for long-term success.
And the success is guaranteed.
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More Information