Q&A
How did you initially connect?
Shaw: I heard from Caryn after I presented to a mastermind group she is part of. She called me and asked, “Can I talk to you?” We had an amazing conversation. She is incredibly smart, and I appreciate that Caryn likes to brainstorm, collaborate, and think big. She just crushes everything she does.
O’Sullivan: Sometimes, you get your heart stomped on in sales. I finally called Emily after a difficult experience when a customer came in and wanted one pillow. They wanted to change the look of their whole room and bring everything together with just the fabric for that one pillow. We spent a week looking at fabrics for that pillow, but it turned out they didn’t want to spend any money. I was frustrated. Everyone was frustrated.
Problem
What was one of the challenges you wanted to solve with sales training from Lushin?
O’Sullivan: Before I started with Lushin, I was drowning. We had more leads than I could handle. I needed a structure for handling sales and an expert to help me figure out what I should be doing. I needed a structured, repeatable sales process and training for my team to scale sustainably.
How Lushin Helped
What’s the most impactful lesson you’ve learned from working with Lushin?
O’Sullivan: Emily taught me it’s about building a company, not just making sales. We’ve had great growth, but what’s really awesome is how we’re growing yet making it more manageable with every year. I’d credit a big part of that to Emily and my leadership team, who are very growth-minded.
How has role-playing benefitted your team?
O’Sullivan: Role-playing is such a key tool. I remember a time when I didn’t have something down yet, but I wrapped it up in one role-play with Emily. Her work with me and our team has been very impactful.
How have your client interactions evolved since working with Lushin?
O’Sullivan: Emily has helped us get more comfortable with not being the right choice for every customer. Today, if you’re a customer and come in to talk to someone at Drapery Street, we’ll talk to you, and you’ll guide us to what’s right.
What’s been your biggest mindset shift in your approach to leadership and decision-making?
O’Sullivan: Today, even if something isn’t intuitive (or if we feel like it’s like a foreign language), we know that, with practice, we can get better. Adopting this way of thinking has been a huge tool for Drapery Street. Now, our managers are practicing management.
How has Lushin adapted its approach to address Drapery Street’s unique challenges?
Shaw: Like the other coaches, I meet clients where their immediate needs are and tailor solutions to those needs—and, as time progresses, we pivot. The methodology is the same, but how we approach, train, and coach depends on the organization’s culture, goals, and who they sell to. Even though Lushin is often thought of as just helping with sales, that’s not the case here. With Drapery Street, we’ve done work together that goes beyond sales. It’s been a holistic approach that included sales, showroom designers, managers at all levels and operations.
The Results
What measurable results have you seen since working with Lushin?
O’Sullivan: Six years ago, I was responsible for making over 80% of Drapery Street’s sales, which wasn’t by choice. Now, I’m maybe 10%—but it’s only this much because I choose to keep working with some clients to keep my skills sharp and have the opportunity to research new products. It’s different today. I decide what I’m engaged in and what I work on.
What makes Shaw a great coach?
O’Sullivan: I feel like Emily is in it with my employees and me, and that’s rare. She really cares. She’s a partner. I can’t catch up to her because she is constantly moving forward. It’s really valuable to have a coach who I know will always know more than I do. Emily is always pushing me to keep growing and “dare to lead.”
What advice would you give others considering working with Lushin’s coaches?
O’Sullivan: If you aren’t looking for a magic pill and are willing to put in the work, Emily is a great coach who will work right beside you. That’s how you’ll get the most out of coaching and training with Lushin. Making a mindset shift takes work. You have to be involved. It’s not just your people’s place to learn. You need to learn, too. It’s an organizational commitment.
Fix your toughest pain points with Lushin
Did you know that 40% of sales leaders don’t have the necessary skills to train and coach their teams on all aspects of pipeline management?
Lushin’s training programs provide advanced communication techniques needed to excel, accountability in changing behaviors, and the attitude shifts necessary for sales, leadership, and personal growth.
For over 25 years, we’ve guided business owners like Caryn O’Sullivan toward intentional, predictable growth.
Schedule a 30-minute call with one of our experienced sales and management consultants to see if a Lushin coach can help your business.
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