Building a better relationship with yourself and your business, with Tomika Snodgrass, CTACC

If you have a customer-centric business, it means your customers are at the heart of everything you do.

And this is a good thing because happy customers equals a thriving business.

But sadly, many small businesses struggle to make this happen beyond their team members on the front lines.

And this is a problem since customer satisfaction is crucial to your success.

So what do you need to do to make your business truly customer-centric?

What exactly does being customer-centric entail?

And how can you encourage this mindset across your entire organization?

In this episode, our guest Chris Hood offers actionable advice on building a customer-centric business. He shares how to implement it in your business to help it grow financially healthy and successful in the long run.

Chris is a keynote speaker, strategist, and thought leader in customer-centric cultures, artificial intelligence, and innovation. 

He boasts over three decades of experience in business development and is the author of 'Customer Transformation,' where he provides a roadmap to customer alignment and business value, articulating a transformative seven-stage strategy. 

As the Founder and CEO of Synsible AI, Chris spends his time helping businesses leverage AI and reach 10x thinking.

We discuss: 

02:07 - Developing a customer-centric environment in your business

04:33 - Growing a customer-centric mindset in non-customer-facing departments 

11:18 - Chris Hood’s customer-centric framework for your business

14:27 - Companies that excel in being customer-centric

18:02 - Implementing Customer-centric activities in your business

21:03 - The differences between small and large businesses in becoming more customer-centric

25:22 - Real-life examples of customer inclusion done right

29:04 - Analyzing the root causes of why customer-centricity is a challenge for many businesses

30:33 - Debunking the Customer is Always Right Myth

35:41 - Actionable steps to take to become a customer-centric business

Resources:
Chris Hood, Digital Strategist, Podcast Host and Author:
https://chrishood.com/

LinkedIn:
https://www.linkedin.com/in/chrishood/

Twitter:
https://twitter.com/chrishood1

Youtube:
https://www.youtube.com/chrishood

Author of Customer Transformation
https://chrishood.com/product/customer-transformation-hardcover-book/?swcfpc=1

Podcast | The Chris Hood Digital Show 
https://podcasts.apple.com/us/podcast/the-chris-hood-digital-show/id1671355874

Kathy Svetina, Fractional CFO:
https://www.newcastlefinance.us/

Blog post | How to Become a Customer-Centric Business - and Why It Matters
https://www.newcastlefinance.us/listen/how-to-become-a-customer-centric-business-and-why-it-matters/

Ever found yourself drowning in the tedium and mundane tasks of running a business, wondering if there's a way to escape and get your life back? 

What if we told you that, "Yes! there is a way!"  And that it's absolutely possible to lead a fulfilled life while working fewer hours, whether you're managing one successful business or multiple ventures.

Does it sound too good to be true? It's not!  

In this episode, our guest Jeff Russell shares his journey of building multiple thriving businesses across different industries.

He brings his businesses to new heights of success through a combination of strategic hiring, implementing systems and processes, and mindful business evaluation. 

His insights and experiences are gold and will help you sidestep getting lost in the relentless hustle and busyness so you can live the life you want while building the business of your dreams. 

Jeff Russell, is a best-selling author, renowned speaker, and accomplished entrepreneur. As the founder of many successful businesses and author of his latest book, ‘Fire Yourself First,’ Jeff is an expert in helping business owners break free from the daily grind. 

We discuss: 

02:27 Introduction to Jeff Russell

07:17 The differences between organizational charts and role charts

09:39 Jeff’s shared service model for marketing, financial management, and operational roles

14:43 Why stepping back from day-to-day operations to focus on long-term strategy is vital

18:15 Transitioning from owner-operators to true owners by implementing systems & processes

24:47 Jeff's 11-step hiring process outlined in his book "Fire Yourself First"

33:58 Importance of reading, listening to podcasts, and attending conferences for self-education

39:34 Actionable steps to be like Jeff: not just an owner operator but a true owner

Resources:

Jeff Russell Best-Selling Author, Speaker, Serial Entrepreneur, and CEO, Oakridge Financial Group
https://www.fireyourselffirst.com/

LinkedIn:
https://www.linkedin.com/in/thejeffrussell/

Facebook:
https://www.facebook.com/profile.php?id=100088397692719

Twitter:
https://www.twitter.com/jeffrussellsays

Instagram:
https://www.instagram.com/fireyourselffirst

Author of “Fire Yourself First”:
https://www.fireyourselffirst.com/book-jeff

Other Resources Mentioned in the Episode:

Dan Sullivan:
https://www.strategiccoach.com/

Storybrand:
https://storybrand.com/

Dawn Fotopulos:  Accounting for the Number Phobic
https://www.amazon.com/Accounting-Numberphobic-Survival-Business-Owners-ebook/dp/B00KVO2C4W

Kathy Svetina, Fractional CFO:
https://www.newcastlefinance.us/

Blog post | Fire Yourself First: Jeff Russell's Guide to Successfully Growing Your Business
https://www.newcastlefinance.us/listen/fire-yourself-first-jeff-russells-guide-to-successfully-growing-your-business/

Handling HR investigations can be a potential minefield for any business, especially those that are smaller but currently growing. 

It’s natural to feel overwhelmed when faced with employee complaints, wrongful termination claims, or accusations of workplace bullying and harassment. 

Yet these investigations matter because they can make or break your business. 

If resolved successfully, they'll protect your business and your employees.

If you ignore or mishandle them, it could cause you legal problems and harm your reputation. 

So, how do you work your way through HR investigations without making costly mistakes? 

Are there steps to take to ensure you're protected?

Who do you call for help? 

And how can you resolve them professionally? 

In this episode, our guest Jill Avey shines a light on HR investigations, and what are some strategies for managing complaints, when to seek legal advice and how you can protect your business through HR documentation and processes.  

Jill Avey is the founder and owner of Southwestern HR Consulting, Inc. (SWHRC) and has more than 25 years of business expertise in Human Resources (HR). 

We discuss:

03:46 What are HR investigations

06:46 The differences between the EEOC and the Department of Labor

07:35 Potential consequences for overlooking employee concerns

10:14 Common small business employee claims that lead to HR investigations

14:46 The ideal timing to create an employee handbook

15:28 The importance of policies and handbooks for contractors and 1099 workers

19:45 Resolution options for contractors with complaints

2352 What actions are permissible for employees and independent contractors

30:22 The steps to take to address accusations of wrongful termination

34:14: Mediation is typically more cost-effective than proceeding with an actual lawsuit

37:58 Recommended actions when your business lacks HR expertise

41:11 Actionable steps to take to protect your business from HR investigations.

Resources:

Jill Avey, SPHR, SHRM-SCP, Owner, Southwestern HR Consulting, Inc.

https://swhrc.com/

LinkedIn:
https://www.linkedin.com/in/jill-avey-sphr-shrm-scp-3910642a/

Facebook:
https://www.facebook.com/SouthwesternHRConsulting

Twitter:
https://twitter.com/SoWeHRConsult

Instagram:
https://www.instagram.com/southwesternhrconsulting/

Kathy Svetina, Fractional CFO:
https://www.newcastlefinance.us/

Blog post | The Impact of HR Investigations in Small Businesses
https://www.newcastlefinance.us/listen/the-impact-of-hr-investigations-in-small-businesses/

Have you ever had that nagging feeling that you don't measure up?

Do you live in constant fear that your success is just a fluke? 

Are you worried you'll be unmasked as someone without a clue what they're doing?

It's the relentless struggle known as Imposter Syndrome, and it's something that even the most successful entrepreneurs suffer from.

Imposter Syndrome doesn't discriminate. It haunts people in their personal and professional lives, sabotaging confidence and stifling potential. 

But what is it exactly? 

What triggers it? 

Why - however irrational and false it is - does it affect so many of us? 

And, most importantly, how do we beat it? 

In this episode, our guest Andy Hite shares how you can help yourself - and others in your team - break free from the iron-like claws of Imposter Syndrome and unleash your full potential. He'll also provide actionable steps to foster a culture of growth, learning, and resilience in your business.

Andy Hite is a recognized leadership coach who supports entrepreneurs, executives, and their teams as they navigate the world of building lives and businesses filled with prosperity, meaning, & freedom.

We discuss:

02:48  What is imposter syndrome, and why do so many people struggle with it?  

04:08 The importance of celebrating wins and accomplishments  

06:58 Effective techniques that help beat imposter syndrome  

08:35 How can people overcome their fear of taking courageous actions?  

12:19  Other tools for assisting individuals dealing with imposter syndrome

13:33 The differences between therapy and coaching

15:53 How to lead effectively and help  team members overcome imposter syndrome 

17:20 What is a Leadership 360 assessment

20:05  The relationship between imposter syndrome and resistance to feedback

21:02 The challenges of managing someone with imposter syndrome 

22:20 The differences between leadership and coaching   

23:40  Tips and tricks to help leaders become better coaches to their teams  

25:22 Fostering a culture that allows short-term pain for long-term gain

29:30 Actionable steps to create a culture that values learning from mistakes

Resources:

Andy Hite, Executive and Entrepreneur Coach, and Leadership Expert

Website: 
https://www.andyhitecoaching.com/

LinkedIn:
https://www.linkedin.com/in/andy-hite

Email:
andy@andyhitecoaching.com

For exclusive resources for listeners of this podcast:
https://www.scalingminds.com/hmbg

Kathy Svetina, Fractional CFO:
https://www.newcastlefinance.us/

Blog post | Overcoming Imposter Syndrome as a Business Owner
https://www.newcastlefinance.us/listen/overcoming-imposter-syndrome-as-a-business-owner/

While HubSpot has many features, it can also seem overwhelming. With so much going on, it’s hard to know where to start or how to make the most of it. 

And if you're not careful, you can easily get bogged down in all the (helpful) bells and whistles and lose sight of your overall goals.

So, what exactly is HubSpot? 

Why do businesses love it? 

What makes it different from other CRM platforms? 

And how do you go about implementing it into your business?

In this episode, my guest Jenelle McGrath and I break down all things HubSpot, including discussing its versatile features and the benefits it can bring. She also shares her insights on making the most of its capabilities and offers valuable tips for those considering integrating it into their growing business.

We discuss:

03:22 Who are the ideal customers for HubSpot's marketing automation platform?

04:12 How companies benefit from HubSpot 

10:56 Common challenges when implementing HubSpot

13:24 Reasons small businesses migrate to HubSpot

14:55 HubSpot's role in streamlining hiring and recruitment

18:55 Utilizing HubSpot for employee onboarding

22:12 Different types of hubs available in HubSpot

23:19 Measuring leads, revenue, and SEO impact with HubSpot campaigns

26:37 Best practices for effective data tracking in HubSpot

31:35 Key factors for successful HubSpot training, including ownership, certification, and training resources

34:34 Effective training schedules and timelines for teams adopting HubSpot

36:48 Common mistakes made by sales and marketing teams after migrating to HubSpot

38:31 Actionable steps to take to prepare for HubSpot migration

Resources:

Jennelle McGrath, CEO, Inbound Sales and Marketing Growth Agency Partner, Market Veep

Website:
https://www.marketveep.com/

LinkedIn:
https://www.linkedin.com/in/jennellemcgrath/

Free Resources:
https://www.marketveep.com/marketing-ebooks-webinars

Kathy Svetina, Fractional CFO:
https://www.newcastlefinance.us/

Blog post | How to Successfully Implement HubSpot
https://www.newcastlefinance.us/listen/how-to-successfully-implement-hubspot/

The art of naming may seem secondary to finances and operations, but it's incredibly important because your name can make or break your brand.

So how do you choose the right name? 

What are the methods or surefire hacks to create one that clicks?

How do you craft a name that leaves a lasting impression and attracts customers?

What's the secret to unlocking naming success? And how do you ensure that this process becomes the foundation for your long-term success?

In this episode, my guest Alexandra Watkins and I take a deep dive into the world of naming. She shares her tips on creating the perfect name, including how to brainstorm and the common mistakes to avoid when choosing the right name.

Alexandra is a leading and outspoken authority on brand names with buzz.  Her breakthrough creativity book, “Hello, My Name is Awesome: How to Create Brand Names That Stick,” was named a Top 10 Marketing Book by Inc. Magazine. 

We discuss:

03:42  When naming a brand or business, don't prioritize matching URLs over relevant keywords to avoid confusion and unconventional spellings.

08:20 Choose names that are easy to spell, pronounce, and remember.

09:17  The S.M.I.L.E process for choosing winning names

11:12 Leverage previous knowledge, imagery, themes, and emotions to craft names.

13:52 Brainstorm for names using various techniques to jumpstart your creativity.

16:52 Multiple rounds of feedback and trademark screening are part of every name selection process.

20:55 Trademark your brand names to prevent conflicts, regardless of how long you've used the name.

21:54  Ownership of trademarks, as seen with Xerox and Kimberly Clark, offers consumer brand protection.

24:07 The S.C.R.A.T.C.H Process for Rejecting Names

29:52 Choose names that allow for future growth and changes in your business.

31:53 Be aware of the "curse of knowledge" when naming anything and prioritize clear, pronounceable names.

36:56 Pronunciation and spelling are pivotal in naming to avoid ambiguity.

38:03 Actionable Steps to Selecting the Perfect Business Name

Resources:

Alexandra Watkins, Founder and Chief Innovation Officer, Eat My Words

Website:
https://eatmywords.com/

LinkedIn:
https://www.linkedin.com/in/alexandrawatkins/

Twitter:
https://twitter.com/eatmywords

Facebook:
https://www.facebook.com/EatMyWordsNames/

Free Test in Naming Your Brand:
SMILE & SCRATCH Name Evaluation Test

Free Brand Names Mini Masterclass

How To Create Super Sticky Brand Names Online Course

Other resources in this episode:
Episode 62 - Protecting Intellectual Property in Service-Based Businesses
https://www.newcastlefinance.us/listen/protecting-intellectual-property-in-service-based-businesses/

Kathy Svetina, Fractional CFO:
https://www.newcastlefinance.us/

Blog post | How to Make a Business Name Memorable
https://www.newcastlefinance.us/listen/how-to-make-a-business-name-memorable/

Sales can get complicated, especially for smaller or rapidly growing companies. Your sales process might seem like a maze, and disorganized data only makes it worse. Losing potential customers is frustrating and puts pressure on meeting targets. 

So how do you build or streamline your sales process? Where do you find the right sales talent?  And most importantly, how can you ensure this process becomes the foundation for your long-term success?

In this episode, our guest Dan Fantasia provides expert insights and actionable strategies to conquer these sales challenges head-on. He’ll also help unlock the potential of your sales team to ensure your business's continued growth and financial stability.  

Dan Fantasia has been in the field of sales recruiting since 1997 and founded Treeline in 2001. His exclusive focus on helping companies build world-class, elite sales teams has helped to change the lives of over 3,300 sales professionals. 

We discuss:

03:54 The Need for a Clear Sales Process before hiring salespeople.

06:46 What to Look for When Hiring Salespeople

08:27 Breaking down the 30, 60, and 90-day business plan/roadmap for success accountability.  

11:29 The difference between B2B and B2C salespeople

14:40 Onboarding Your Salespeople to Understand Your Core Customers

15:50 Focus on essential sales skills rather than technology when onboarding salespeople.

25:18 New sales hires should be held accountable to metrics but be flexible because adjusting takes time.

30:19 Prioritizing Sales Pipeline and Forecast Management for New Hires

31:02 Establish a sales process with set rules and accountability to ensure your sales reps are truthful. 

33:39 Actionable step

Resources:

Dan Fantasia, President and CEO, Treeline, Inc.

Website:
https://www.treelineinc.com/

LinkedIn:
https://www.linkedin.com/in/danfantasia/

LinkedIn:
https://www.linkedin.com/company/treelineinc

Twitter:
https://twitter.com/DanFantasia

Twitter:
https://twitter.com/TreelineInc

Facebook:
https://www.facebook.com/TreelineInc

Kathy Svetina, Fractional CFO:
https://www.newcastlefinance.us/

Blog post | How to Hire Top Sales People for Your Growing Business
https://www.newcastlefinance.us/listen/how-to-hire-top-sales-people-for-your-growing-business/

Intellectual property is a vital business asset that needs protection. It includes all your ideas, creations, products/services that drive growth. 

If you don't protect your intellectual property (IP), you risk competitors stealing or copying what you do, which could lead to lost revenue. 

The digital age has further complicated matters. It is now very easy to accidentally copy someone else's work, thanks to the rise of AI and automation that continue to blur the lines between innovation and imitation. 

But what is intellectual property exactly? 

Where do you start protecting what you own? 

How do you know when to use a copyright, license or trademark?  

And how can you use your intellectual "assets" to increase your sales and achieve business success?

In this episode, our guest Erin Austin breaks down all aspects of intellectual property, its different categories, how to use them and how to start protecting your creations. She also shares tips and insights on using your IP assets to help propel your business forward.

We discuss:

03:55 The difference between copyright, trademarks, trade secrets, and patents.

08:06  How copyrights work

10:05 The enforceability of copyrights

12:19 AI-generated content and copyright laws

14:04 Establishing the legal status of derivatives from your original copyrighted work

15:03 Identifying the rightful owner of copyright for AI-generated content

20:35 Exploring the distinction between "R" and "TM" in trademarks

22:56 Evaluating how long and what to consider when applying for copyrights/trademarks

27:47 Presenting individuals who leveraged IP to transform their businesses

31:05 Understanding the role of licensing, alongside copyrights, trademarks, and trade secrets

33:49 Examining the current models for licensing, including ongoing payments and fixed-term arrangements

35:59 How to get started on protecting your business intellectual property

Resources:

Erin Austin, IP Expert and Attorney, Think Beyond IP

Website:
https://www.thinkbeyondip.com/

LinkedIn:
https://www.linkedin.com/in/erinaustin/

Youtube:
https://www.youtube.com/channel/UCVztXnDYnZ83oIb-EGX9IGA/videos

Twitter:
https://twitter.com/ErinAustinLaw

Kathy Svetina, Fractional CFO:
https://www.newcastlefinance.us/

Blog post | Protecting Intellectual Property in Service-Based Businesses
https://www.newcastlefinance.us/listen/protecting-intellectual-property-in-service-based-businesses/

Every business faces challenges as it grows. And to manage these challenges, more and more owners are embracing EOS – the Entrepreneurial Operating System.

EOS isn't your usual business guide; it's a complete system that aligns everyone in the company. 

This alignment is crucial because businesses with a united (and accountable) team tend to be more profitable and financially secure.

EOS encourages every team member, from top to bottom, to think like an entrepreneur. 

This collective mindset keeps the bigger picture in mind and drives the company forward. 

But how can EOS make this happen? 

How does it work?

And how do you implement it in your company?

In this episode, our guest Rebecca Finken and I discuss EOS 101: what it is, what it offers, and how it works. She also shares the steps you can take to get started and apply the EOS system in your business.

Rebecca Finken is a Professional EOS Implementer with EOS Worldwide, boasting nearly 30 years of experience as an entrepreneur. She resides in both Las Vegas and Prescott Arizona. 

We discuss:

04:36 What is EOS and who is it for

06:29 EOS Implementation Steps and Process

09:03 EOS common terms and their definitions

10:34 How to Implement EOS for Business Growth

12:57 Dealing with employees reluctant to make EOS-implemented changes

16:03 EOS tools (eg the people-analyzer) that are useful for businesses

18:59 Breaking down the EOS Accountability Chart

21:23 Managing culture shifts due to EOS 

23:20 Measuring Employee Accountability with EOS

29:51 Falling off the EOS process

31:51 The various meeting formats of EOS and their importance

36:41 The next actionable step to take in the next week or 2 to implement EOS

Resources:

Rebecca Finken, Professional EOS Implementer, EOS Worldwide

Website:
https://eosworldwide.com/rebecca-finken

LinkedIn:
https://www.linkedin.com/in/rebecca-finken-1891a6192/


Kathy Svetina, Fractional CFO:
https://www.newcastlefinance.us/

Blog post | Achieving Business Growth with EOS
https://www.newcastlefinance.us/listen/achieving-business-growth-with-eos/

Press releases aren't just words on paper.  When done right, they can capture media attention, expand your audiences, and fuel business growth.

But how do you begin?

What do you talk about?

Will anyone listen?

How can you create press releases that grab both readers and journalists?

And once you've told your story, how do you share it with the world?

In this episode, Mickie Kennedy and I explore the potential of press releases for small business owners.  He'll walk us through why they are important, share tricks on crafting content that will resonate with your target audience and the media, and provide actionable steps to get your story out there.

Mickie Kennedy is an expert at helping small businesses, authors, and startups increase their visibility and credibility. 24 years ago, Mickie founded eReleases after realizing that small businesses desperately need a press release service they can afford. 

We discuss:

03:10 What falls under the umbrella of PR

04:00 Effective Press Releases for Small Businesses

07:01 How to get your press releases out in the media

08:40 Creating Compelling Press Release Content

16:22  Steps to Producing and Distributing Press Releases

22:16 The media pick-up time frame for a press release to be considered a success

23:42 The cost implications of press releases or syndicating content 

27:14 The standard, most effective press release length

28:07 Samples of major press release fails 

35:00 The next actionable step that small businesses can take within the next 2 weeks to create effective press releases.

Resources:

Mickie Kennedy
PR Expert, Press Release Ninja, Media Relations Networker
eReleases

Website:
https://www.ereleases.com/

LinkedIn:
https://www.linkedin.com/in/publicity/

Facebook:
https://www.facebook.com/ereleases.press.release.distribution

Kathy Svetina, Fractional CFO:
https://www.newcastlefinance.us/

Blog post | How Press Releases Build Buzz and Grow Your Small Business
https://www.newcastlefinance.us/listen/how-press-releases-build-buzz-and-grow-your-small-business/