Nancy Friedman, the founder of Telephone Doctor and a theatre actress, makes a compelling case for how skills honed on the stage can translate directly into business success. During a recent interview, Friedman shared her journey from performing in sold-out shows to building a thriving customer service training company, revealing key takeaways that highlight the powerful connection between the arts and business.

The Power of "Showtime" Mentality

Friedman's journey began with a tiny newspaper ad that simply said, "Wanted: Actors." This led her to discover a love for improvising and making people laugh. She quickly learned the intoxicating feeling of a live audience's reaction, a feeling that motivated her throughout her entire career. For Friedman, a stage actor’s commitment to their craft mirrors a business professional’s commitment to their job.

This "showtime" mentality is rooted in a few core principles:

• Punctuality is Non-Negotiable: Just as a play cannot start without its actors, a business can't run efficiently when employees are consistently late. Friedman believes that theater teaches you to respect the schedule and the people you're working with, a skill that is just as critical in the office.

• The Show Must Go On: Whether it's a bee sting before a performance or a problem with a presentation, Friedman emphasizes that you must always be prepared to bounce back. The audience doesn't care about your personal issues—they expect a great performance. This lesson is directly applicable to business, where customers want a seamless experience, regardless of any internal challenges you may be facing.

• Improvisation is a Valuable Skill: On stage, if an actor forgets a line, they must improvise. In the business world, this skill allows you to quickly adapt to a change in a sales pitch or an unexpected question from a client. Friedman, whose sales-oriented family upbringing gave her a knack for quick thinking, says this ability is often what sets good performers and great businesspeople apart.

Communication Skills That Drive Success

Friedman's experience in theater also taught her how to communicate effectively, a lesson she built her company on. She believes that art, particularly acting, teaches crucial communication skills that most people overlook.

• You Can Hear a Smile: Friedman stresses that a "phony smile is better than a real frown." On the phone, your tone of voice is everything. A smile can be heard in your voice, making you sound more enthusiastic and approachable. This simple, yet powerful, technique can dramatically improve customer interactions. She even mentions her company gave every new employee a mirror to remind them to smile while on the phone.

• Reading a Script, Not a Newspaper: Friedman says it's not enough to just read lines; you have to deliver them with passion and belief. In business, this means speaking about your product or service with enthusiasm and authenticity. The goal is to make it sound fresh and engaging, no matter how many times you've said it.

• The Power of Positivity: According to Friedman, you can spot a "Negative Norman" or a "Nervous Norah" a mile away. She intentionally built a positive culture at Telephone Doctor, where employees are encouraged to have fun and leave their personal problems at the door. Her motto, "If it's not fun, don't do it," applies not only to her children but also to her employees. This approach attracts positive people and creates a productive, energetic environment.

An Unconventional Hiring Strategy

One of the most unique insights Friedman shared was her idea for an unconventional interview question: "What theater experience have you had?" She believes this question can reveal a candidate's hidden strengths, such as their ability to work well with others, their confidence, and their willingness to improvise. For Friedman, a background in theater is a strong indicator of someone who understands the importance of teamwork and is a dynamic and engaging communicator.

Friedman’s journey from the stage to the office shows us that skills from one field can be successfully applied to another. Her story is a testament to the idea that the arts are not a separate world from business but rather a powerful training ground for developing the confidence, communication, and commitment required to succeed.

What business lessons have you learned from the arts or an unexpected place?