Engineering Calmer Agencies & Consulting Firms: Calm is the New KPI

What kind of relationship do you have with your business? Are you ride-or-die BFFs? Or is your business a mean, demanding boss that makes you dread going to work?Like any relationship that we are in, the relationship that we have with our business can be complex and they take understanding, consideration, and work. This month, we've been talking about the various ways that business owners get in their own way, the different ways this shows up, and some practical strategies to avoid making these mistakes over and over. If you're someone who gets in your own way by resisting systems, check out the first episode in the series with Michelle Warner about how process can be a competitive advantage.If you're someone who gets in your own way by putting ALL the things on your to-do list until you're ready to crash, the episode with Tonya Dalton is a great one for you. If you are, well, pretty much anyone who deals with money (hint: that's all of you) go listen to last weeks episode with Agnes Kowalski about money mindset. And if you're someone who struggles with the need to control everything or if you get stuck in perfectionism or the need to do things the "right" way, today's episode is for you. Nicole Lewis-Keeber is a business therapist and mindset coach who works with entrepreneurs to create and nurture healthy relationships with their businesses. She's a Licensed Clinical Social Worker with a Masters in Social Work and she writes and speaks about the impact of small-t trauma on businesses. Her biggest, more important work is in combining therapeutic processes with business coaching to help entrepreneurs build emotionally sustainable, and financially stable businesses.Listen to the full episode to hear:How your past experiences might be showing up in your business and creating limitations to growthHow perfectionism and the need for control in your business are rooted in the need to feel safeHow if you're one of those people who just can't seem to find the right system for your business... it might not be the systems. How all your weaknesses and issues become ingrained in your business -- because YOU are the one who created itNicole’s Links:Trauma and It's Impact on Business - Free CourseNicole Lewis-Keeber CoachingInstagram: @nicole.lewiskeeberFacebook: Nicole Lewis-Keeber CoachingSusan’s Links: Scalespark Dollars + Decisions RoundtableTwitter @ScaleSparkLinkedIn @thesusanboles Grab the Calm Service Design + Delivery Swipe File here

Money. You earn it. You spend it. Maybe you even save or invest it. But do you know how your personal feelings and beliefs around money affect your business growth?Our feelings about money color every part of our businesses and it’s the #1 way I see my clients getting in their own way.How we approach our finances, both personally and professionally, is heavily impacted by our feelings about money and the stories we tell ourselves about it. Those stories are often rooted in our childhood experiences with money. Often, those money stories and beliefs are SO ingrained in us that we can't even see what's happening. It's like being in a glass box -- you can't see it, but it's keeping you in one place. It seems like no matter how much work we do on our money mindset and working through our limiting beliefs, every time we try to hit that next level, they come roaring right back.Today my guest is Agnes Kowalski. Agnes has a lot to say about our relationship with money and the way that our money mindsets can hold us back. She went from having a poverty mindset that was limiting her to $40,000 per year, to consistently bringing in a 6 figure income as a money mindset coach. She shows entrepreneurs and service providers how to improve their relationship to money so they can increase their income and personal power.And we're talking money. Money blocks, money mindset, and how to avoid letting your own money stories determine the course of your business. Listen to the full episode to hear:How our money beliefs, stories, and limitations affect our businessesWhat are some of the most common money mindset issues that trip up business ownersWhat  impacts these stories are having on their businesses How can people start identifying their money stories and money mindset issuesAnd what tools entrepreneurs can use to help deal with their money mindsetAgnes’ Links:Agneskowalski.comFacebookInstagram: @agneskowalskiTapping Into Wealth by Margaret LynchSusan’s Links: Scalespark Dollars + Decisions RoundtableTwitter @ScaleSparkLinkedIn @thesusanboles Grab the Calm Service Design + Delivery Swipe File here

Hustle culture tells us that in order to gain ground, we have to grind it out. That putting in the long hours day after day will bring us success.But that just doesn't work for real people. Real people need rest. Rest increases your productivity, your effectiveness, your problem-solving skills, and your creativity. We NEED rest to do our best work and to be able to bring our best selves to our businesses. But when there's SO much going on and the to-do list is SO long, how do you create the space for rest – for your family and friends – and for your best work at the same time?You prioritize the things that matter and get rid of the crap that doesn't.All this month we're talking about how founders get in their own way and the practical, systematic tools they can use to stop doing that. Last week, I talked to Michelle Warner about how having a solid process can be a competitive advantage both in sales and in your operational efficiency. Today, we're talking with Tonya Dalton about the key to tackling this overwhelming and never-ending to-do list so you can get crystal clear on your priorities.Tonya is a nationally recognized productivity expert, speaker, and best-selling author of the Joy of Missing Out. She serves as a growth strategist for female leaders in the corporate and entrepreneurial sectors and hosts the Productivity Paradox Podcast. Tonya is also the founder and CEO of inkWELL Press Productivity Co., a multi-million dollar company providing tools that work as a catalyst in helping women do less while achieving maximum success.Tonya's North Star method lets you figure out what DOES matter to you -- both for your life and for your business – allowing you to align your day and your tasks with your goals so that you can make conscious choices about what you DON'T want to do. Eliminating all that stuff on the to-do list that doesn't really matter frees up space to breathe, to think and act strategically, and to get the hell out of your own way. Listen to the full episode to hear:How to prioritize when EVERYTHING is importantHow both your team and your business suffer when you get in your own way by not communicating a clear directionHow getting clear on your priorities will create momentum in your business and space in your lifeAnd how to avoid the latest “hack” or software tool that promises to solve all your problemsTonya’s Links:tonyadalton.cominkWELL Press Productivity Co.Productivity Paradox PodcastThe Joy of Missing Out Book Tonya Dalton FacebookTonya Dalton Instagram Susan’s Links: Scalespark Dollars + Decisions RoundtableTwitter @ScaleSparkLinkedIn @thesusanboles Grab the Calm Service Design + Delivery Swipe File here

This week, someone asked me about the main thing my clients struggle with – the one thing I would fix for them if I could. I think my answer surprised them.All my clients are working towards the same goal -- profitable, efficient, resilient businesses. But how you go about creating that is specific to each business because each business is a reflection of the owner or the founder. Our businesses take on our characteristics. Our weaknesses become weaknesses in our business. Our strengths are its strengths. Our personal priorities and values become ingrained in our businesses, for better or for worse. So sometimes shoring up the weaknesses in our business means getting real with ourselves as founders and business owners. We need to identify our own limitations and recognize where we get in our own way. What is the one main issue that I see my clients confronting? The problem is them. Founders get in their own way. Most of the problems I fix in business, with systems or technology or new team members usually directly stem from the owner. Their weaknesses have become the businesses weaknesses. And by identifying those weaknesses, we can put systems in place to specifically counteract their unique issues. That's what we're going to tackle in the next series of episodes. I'm going to talk to both coaches and business owners about some of the most common ways founders sabotage themselves. And practical strategies and systems that can help counteract those weaknesses. And get us out of our own damn way. To start things off, I’m having Michelle Warner back on the show to talk about how having a process can be a competitive advantage AND how having a clear process and systems in your business can help make you more efficient and keep you from sabotaging the whole damn thing.Michelle designs tiny companies that are built to last and is the creator of Networking That Pays, the 5 minute a day, never awkward networking system. She's a pro at helping business owners get out of their own way... and she's who I go to when I'm getting in MY own way. Listen to the full episode to hear:How to use your process to be more competitive and make our services more efficient to deliverHow we can use solid processes to make sure we're doing what's important.How to build your process from day one – creating a repeatable processHow to overcome your own shortcomings and start getting in your own way Michelle’s Links:themichellewarner.comNetworkingthatpays.comInstagram: @michelle.warnerTwitter: @warnermichelleFacebook: @themichellewarnerSusan’s Links:Scalespark Action PlanScaleSpark Grab the Calm Service Design + Delivery Swipe File here

These days, we're all looking for a way to cut costs, shore up our foundations, and make our businesses just that little bit simpler. I was in a small group call the other day and one of the women on the call compared this moment in our businesses to when a jigsaw puzzle gets knocked to the floor, scattering pieces everywhere. The great thing is that we don’t have to pick all the pieces – we get to pick and choose.This might mean re-examining your business model or changing up your service offerings. This might even mean reevaluating the structure of your team. Today we're going to talk about one member of that team, the project manager. Having project managers as a specific position on your team is a choice that can drive what your business looks like. It's a choice that can ultimately determine what your position as a founder looks like. Are you a manager of managers? Do you directly work with clients? It can mean a difference between running your business as a solopreneur or running your operation agency-style. Bringing on a project manager is the right choice for some businesses, but not for every business. And it's certainly not a required position. Today, I'm talking to Sean McMullin, lead consultant for production and management at the podcast production company Yellow House Media. You might recognize his name from the credits of this show because he's also the producer of Break the Ceiling. Sean works directly with clients to create custom editorial calendars, production workflows, and distribution systems as well as managing full-service podcast production. Together, we're going to attempt to tackle the question of when do you need a project manager? And when is it a choice that might needlessly increase your costs and your complexity? Listen to the full episode to hear:How a project manager has been a critical role in the growth of Yellow House MediaHow knowing whether or not you need a project manager depends on the kind of business you want to runWhen a project manager IS a critical team member and when it might it not beHow to make plans to scale your team as you growSean’s Links:Yellow House MediaInstagramSusan’s Links: Scalespark Dollars + Decisions RoundtableTwitter @ScaleSparkLinkedIn @thesusanboles Grab the Calm Service Design + Delivery Swipe File here

Most businesses grow on the fly. We add software and processes and systems here and there – patching in tools “for now” because “it’ll do”. But “for now” almost always turns into “forever”. Because who wants to spend time picking out (and setting up) project management software when you could be out closing clients or delivering white-glove service? You probably picked your project management software based on a recommendation or because it’s something you’re “supposed” to have. Maybe you got started on Asana or Trello because that’s what "everybody" was using at the time. But now, 3 or 5 or 10 years down the road, it's become a major limitation to you and your team being able to actually DO your work. When you're focusing on getting lean and efficient in your business, evaluating your software is an easy place to start.  For remote companies, not only is software usually one of the biggest expenses, but it's also usually a primary communication tool. It's what you use to let your team know what to work on and it keeps everyone in the loop on what's happening. Or, at least it SHOULD.So it's worth your time to take a few minutes and evaluate the tools you're using.And that's why today we're going full-on geek and talking about project management software with two of my fellow project management software nerds.Marie Poulin, of Notion Mastery, helps ambitious business owners level up their digital systems, workflow, and productivity, so they can spend more time on what matters. She's been an influential voice in the Notion community and has created a lot of the Notion resources available today. Layla Pomper is a fellow member of Team ClickUp. She owns ProcessDriven.co where she equips “old school” teams with the right software to increase their consistency and profitability in day-to-day operations.We're talking about why you would pick one particular software tool over another, the importance of making sure the software you pick works with your brain, and how to avoid sabotaging yourself with getting distracted by the latest shiny new tool.Listen to the full episode to hear:How we have different approaches to setting up our software and why we chose the particular software tool we didWhat our philosophies are when you're picking out or recommending softwareHow constantly looking at new tools can result in self-sabotageWhat cool things Marie and Layla are doing in Notion and ClickUp that have really changed how productive or focused they’re able to beHow strong systems create stability – something that we all can use right nowMarie’s Links:mariepoulin.comweareokidoki.comyoutube.com/c/mariepoulinHow to Run Your Life Inside of NotionInstagram: @mariepoulinTwitter: @mariepoulinLayla’s Links:ProcessDriven.coInstagram: @ProcessDriven.co Facebook: @ProcessDriven.co Youtube: @ProcessDriven.co Susan’s Links: Scalespark Dollars + Decisions RoundtableTwitter @ScaleSparkLinkedIn @thesusanboles Grab the Calm Service Design + Delivery Swipe File here

For a service business, every single task and touchpoint – from the initial contact to the final payment – should be considered as part of the project that needs to be managed.And you've got a lot of projects on your plate. Projects for clients, projects for your own business – there's always more stuff to do. That's the nature of running a business. When we talk about 'project management', we're usually talking about managing an individual project. But in a service business, project management isn't just project management – it's really client management. Outside of the scope of an individual project or service, there are a bunch of interactions and tasks that need to be handled. Like sending a contract before you start working together, on-boarding new clients and introducing them to the way you do business, or following up for a testimonial after your project is complete. All this month on the podcast, we'll be nerding out on project management – the tools, the team members, and, today, the scope. When it comes to managing projects in a client-focused business, you really need to think about the whole client process – beginning-to-end. If you ONLY think about the specifics of how you deliver the service, you're missing opportunities to improve upon your system and really delight your customers. My guest today, Hailey Thomas, is the master at delighting her customers. You might remember Hailey from Episode 12, when she came on the show to talk about her Worktreat Intensives. Hailey is a business coach for online entrepreneurs and one of my very favorite friends to nerd out about project management with. Hailey comes to each of her clients with a deep appreciation for who they are as individuals. With Hailey, client experience is built into every touchpoint. So, when I was thinking about doing an episode about project management versus client management, she was absolutely the first person I thought of. Listen to the full episode to hear:How Hailey is building a personalized, white-glove client experienceHow in client-based businesses, you have to look at the end-to-end experienceWhat the different phases of a project are and how to approach managing sperate projects in different phases of the processAnd how Hailey’s Worktreat Intensives have been going – how the process has changed and evolvedHailey’s Links:Hailey on LinkedinThe BrainSpace Optimized PodcastSusan’s Links: Scalespark Dollars + Decisions RoundtableTwitter @ScaleSparkLinkedIn @thesusanboles Grab the Calm Service Design + Delivery Swipe File here

"Everything sucks at first, very few things suck forever.” – John GormanBeing an entrepreneur is a roller coaster.Some days you’re excited, some days you’re terrified, and every day there is something new – something you’re testing, improving or changing. For me, this is a reminder: When you're on that roller coaster it might a day when you're heading up and it might be a day when you’re heading down. Things are always changing and we don’t know what tomorrow might look like.We still don't really know how long or how impactful this whole situation will be. We have to take it day by day but it won't always be like this – things will change. Part of being resilient is just learning to roll with the punches. Because even if it sucks at first, it won't suck forever.My guest today is showing us how it's done. Lauren Caselli owns a strategic event planning and marketing firm. She coaches business and agency owners looking for more financial breathing room on how to institute rate raises and price their services appropriately – setting them up to earn more per client and feel in control of their business.Lauren and I chat about how all the craziness around coronavirus has affected her events business. We talk about how that's impacting her cash flow and her approach to her finances and how Lauren built some great financial processes into her business that are serving her well during this time.Listen to the full episode to hear:How to handle cash flow during a worst-case scenarioHow COVID-19 effects events businesses and how those effects trickle down to other agencies How opportunities can reveal themselves in unconventional placesWhat kind of financial processes you can have in place to build resiliencyLinks:Lauren Caselli EventsInstagram @laurencaselli_ Scalespark Dollars + Decisions RoundtableTwitter @ScaleSparkLinkedIn @thesusanboles Grab the Calm Service Design + Delivery Swipe File here

You don’t have to look like the other businesses in your industry to learn from them. In my work as a CFO, I've have had the privilege of looking behind the scenes of a lot of different companies in a lot of different industries. And what I've found is that most tend to look toward businesses that are similar to their own for ideas on how to operate.This is something that has always been my goal on this show – talking to service business owners about how they run their business in the hopes that it sparks something inspiring for you. But often, the best ideas come from businesses that look nothing like your own. While standard practice in one industry can be disruptive and unconventional when applied to another, often the best, most creative, ideas come from unexpected places. Today, I am talking to Justin Jackson, co-founder of Transistor.fm, a 2-person bootstrapped software company that does podcast hosting and analytics for folks like Basecamp, Taylor Otwell, VH1, and, incidentally, this show. Justin and his partner, Jon Buda, have decided to do things differently than other businesses in their industry. And because they have decided to fund themselves as opposed to taking investor money, measuring growth is incredibly important to them. Justin and I talk about some of the key data that they measure at Transistor.  We talk about how to track monthly recurring revenue and churn – two fabulous metrics you can look at when measuring the health of your business.And we talk about how their strategy of being profitable and maintaining margins gives them the latitude they need to carefully consider their growth instead of just jumping on the next wave that comes along. Listen to the full episode to hear:How to identify business opportunities and what to do about them when they come your wayHow to build margins into your businessHow to approach the analytics of podcasting and what kind of impact this has on our understanding of who the listeners really areHow paying attention to what part of your revenue comes from recurring versus one-time projects can be a great indicator of the health of your cash flowAnd why Justin and his partner decided to share their numbers and why they decided to stopLinks:Transistor.fmjustinjackson.caBuild Your SaaS PodcastJustin Jackson’s Weekly NewsletterBaremetrics Open Startup Project Scalespark Dollars + Decisions RoundtableTwitter @ScaleSparkLinkedIn @thesusanboles Grab the Calm Service Design + Delivery Swipe File here

"If you can't measure it, you can't improve it."My guess is that you've probably heard some version of this Peter Drucker quote. It’s a widespread idea for good reason: it's true. Luckily, there are tons of ways to gather good data on your business and track the metrics that really matter. But having access to good data isn't the only hurdle to measuring growth.It’s the day-to-day realities of running a business that are most likely to get in our way.All this month we've been talking about how to measure growth–what numbers to collect, what feedback to gather, how to make space for growth–and if you've missed these episodes, scroll back through your feed and check them out. Today, we're going to bring it all together and look at the effect that collecting and using data can have on your business’s growth. We're looking at how all the parts get pulled together in an actual agency and implemented in the midst of day-to-day operations. I'm chatting with Maggie Patterson from Scoop Studios and Small Business Boss. We talk about all the different things she's tracking, how she tracks them, and how she's integrated what she learns into her growth strategy. We also talk about how she gets over the mental hurdle of “but, I don't wanna” and gets herself to actually track data.Listen to the full episode to hear:What was happening in Maggie’s business that made them focus their energy on tracking lead generation and what the exponential impact of having solid information was over timeHow Maggie proudly chooses to keep her process of data collection super low-tech and uses Airtable as one of her main toolsHow collecting the data gave them a taste for the numbers, taking them to next level nerd territory How granular time tracking allows Maggie to make better decisions and to delegate things in a more informed wayAnd how having the data helps remove worry and anxiety related to the business because she’s able to see what’s really happening to make a reasonable decision based on facts and not on emotionLinks:What I Learned About Finding Clients In 2019Scoop Studios Small Business BossMaggie on Instagram  Scalespark Dollars + Decisions RoundtableTwitter @ScaleSparkLinkedIn @thesusanbolesTo schedule your free consultation with Susan Click Here.  Grab the Calm Service Design + Delivery Swipe File here