The Other Side of Leadership: How to Lead with Heart (and Still Get Results)

Founding partner of Imprint Events Group, Nicole Marsh, joins host JT Long for a candid conversation about what it really means to lead with heart. She shares lessons from nearly three decades in the hospitality industry, exploring how emotional intelligence, vulnerability and trust can transform teams from the inside out. Whether you’re navigating change, developing new leaders or rediscovering your own passion, this episode offers fresh insight on staying inspired while leading with purpose.

Produced by: Eming Piansay

Transcript

JT Long
Welcome to the What One Thing podcast, where we ask successful people what made a difference in their lives and careers. I’m excited to welcome Smart Women’s Nicole Marsh, founding partner at Imprint Events Group. She recently launched a new leadership program and is here to share insights on leading better.

Nicole Marsh
Thank you so much for having me, JT. I appreciate being here—this is going to be fun.

JT
You and I have crossed paths for years. How did you discover the world of DMCs, and did you always know this was what you wanted to do when you went to Colorado State University?

NM
I’ll date myself a little, but I actually found the company I ended up buying in the Yellow Pages. For those who don’t know what that is, it’s how we found businesses before Google. I reached out to the owner, interviewed on a Thursday, got hired on the spot and started that Monday. I had no idea what the DMC world was at the time, but I fell in love with it.

At my first-year review, I told her I was interested in buying the company, thinking that might happen in five or 10 years. Six months later, she told me she was ready to sell—and six months after that, it was done. Two years into the industry, at 28 years old, I owned a company. I probably had no business owning a business at that age, and definitely no business leading people. But over the past 25 years, I’ve figured it out.

JT
And it worked! I have to add that the Yellow Pages were also what you’d sit on if you weren’t tall enough to reach the table. But seriously, what is it about the DMC lifestyle that appealed to you? It’s hard work.

NM
It really is. I’d say it’s one of the hardest segments within the industry because you have to know everything—AV, food and beverage, hotels, décor—you’re expected to be an expert in all of it. That’s what makes it so interesting. In 27 years, I’ve never done the same thing twice. I’ve never been bored, and I’ve never finished my to-do list. It keeps you on your toes and constantly learning. It’s the perfect fit for anyone who wants to keep growing.

JT
You have to be the local expert—the transportation, logistics, décor, even the community outreach. You really do it all.

NM
Exactly. It’s a great internship for anyone curious about the industry because you get a taste of everything. You might discover you love rentals, or catering, or creative design. It’s a great way to find your niche—but first, you have to know it all.

JT
And leadership plays a big role in that. How do you explain to the next generation what a fabulous career this is? Should we start talking to them in high school?

NM
Absolutely. I don’t think most people realize, at a young age, what hospitality even is. Many of us fall into it by chance. I’m on the Visit Denver Foundation Board, and they started a campaign called “Boredom Is Fired.” It’s focused on introducing students to hospitality as a career path—showing them it’s not just events and food and beverage, but also marketing, finance, engineering and so much more.

We’re working to reach them early, talk to schools and guide them toward colleges and programs with hospitality degrees. It’s about creating awareness and showing how dynamic and fulfilling this industry can be.

JT
I love that—“Boredom Is Fired.” Your DMC works across Las Vegas, Colorado and Florida. What trends are you seeing right now? Are planners in a stronger position, or are they struggling to get sign-offs because of economic uncertainty?

NM
I think it’s the latter. There’s still some uncertainty out there. We’re optimistic about 2026—it’s shaping up to be a record year—but 2024 has been a little cautious. Many groups are still deciding last minute, wanting to use their budgets before year-end, even if that means smaller programs. It’s a lot of quick turnarounds and scrambling, but that’s part of what makes this industry exciting.

JT
It always works out somehow. I don’t think we’d have it any other way.

NM
Exactly. We thrive on chaos at this point.

JT
You’ve been a founding board member for the Colorado Event Alliance, a founding partner at Imprint, and before that, you led Arrangers, part of the DMC Network. Now you’ve launched something new focused on leadership. Are you just someone who sees possibilities everywhere and jumps in?

NM
That’s fair to say. I have a hard time saying no, but when I do say yes, I’m all in. I’ll always see something through. There are a few projects I’m quietly working on now too, but leadership has become a huge focus for me.

JT
That’s what drew me to your post on the Meet Smart Hub—you described “The Other Side of Leadership” as the human side of success. Tell me about that.

NM
It started when I stepped back from the day-to-day operations of our company. We brought in a president to run it, and I started asking myself, “What’s next?” That question became the seed for The Other Side of Leadership.

My career has been full of transitions—employee to owner, owner to partner, merger, then mentoring someone into leadership. I realized what fascinated me most was that transition itself—especially moving from peer to leader. Over the years, I learned many lessons the hard way, and I wanted to create something that could make that journey easier for others.

The program focuses on emotional intelligence, relational intelligence and creating psychological safety—helping leaders understand that emotions are natural and can inform, not derail, good leadership. It’s about teaching leaders how to have tough conversations, create trust and lead through authenticity.

JT
Is it virtual, in-person or both?

NM
Both. We offer a 12-week virtual version that feels a bit like “corporate therapy.” People show up, share what they’re struggling with and get honest feedback. We also run two-day in-person intensives, which are immersive, reflective and vulnerable. We start by asking questions like, “How do you think you’re seen as a leader?” and “What values guide you?” From there, it’s about refining how you show up every day.

JT
I love that. And while I have you, I could use a little coaching myself. Since we lost our founder a year and a half ago, my role has shifted. I hired a managing editor, but I’ve always been a writer and reporter at heart—it’s what I love. How do you gracefully step back when your job changes but your passion for the hands-on work remains?

NM
That’s such a great question. I think it starts with giving your team permission to hold you accountable—to tell you when you’re stepping back into something that’s no longer your job. You have to build that trust so they can say, “JT, we’ve got this.”

For me, I used to insert myself into client projects because they were fun, but I realized that wasn’t serving anyone. I had to intentionally hand things off and even say out loud, “This person will be your contact moving forward,” to make it real. It’s awkward at first, but it helps you focus on the strategic work you’re meant to do next.

JT
So, Eming, you have permission to tell me, “JT, you don’t have to write that story.”

NM
Exactly! That’s part of good leadership—building a team strong enough to remind you of your role.

JT
Before we wrap, I have to ask the question we always ask: What’s the one thing you’d suggest for anyone looking to reignite their leadership fire?

NM
I’d say, don’t give up on leadership just because it feels hard. Reignite it by learning new tools, taking time to reflect and finding ways to make it meaningful again. Too many leaders stop pushing because the conversations are uncomfortable—but discomfort is where growth happens.

When you create space for honest feedback, when your team feels safe to say what they need, that’s when everyone grows. Leadership isn’t about perfection; it’s about progress and connection.

JT
That’s beautiful.

NM
And maybe keep some chocolate nearby—it helps with the tough conversations.

JT
I love that advice. Nicole, thank you for sharing your insights and energy with us today.

NM
Thank you, JT. This was wonderful.