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In this episode, we are tackling the challenging issue of declining revenue and sales. Drawing from real-life experiences and observing the recent closure of major Canadian retailers, I am sharing actionable strategies for small business owners.
Key points include understanding your financials, engaging with your team and customers, analyzing shifts in buyer behavior, and optimizing existing products rather than jumping to new ones. When times are tough, the importance of community support, timely feedback, and proactive measures are integral to getting through i
00:29 When Revenue is Down
02:04 Lessons from a Favorite Company
03:10 Understanding Your Financials
04:40 Common Reactions to Revenue Decline
06:52 Analyzing Buyer Behavior
17:34 Learning from Successful Companies
21:13 Summary and Final Thoughts
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Work with Kari:
Anchored Leadership AcademyPrivate Business and Leadership CoachingContact Kari Lotzien | Be the Anchor:
Website: BeTheAnchor.caFacebook: BeTheAnchorLtdInstagram: BeTheAnchor.caLinked In: Kari Lotzien -
In this episode, I am sharing the top five hiring mistakes that small business owners often make and how to avoid them. I am drawing from years of coaching with small business owners as well as my own personal mistakes. The consequences of these mistakes can cost business owners both money and valuable time. We discuss the consequences of delaying hiring, attempting to clone oneself, not defining the needed role clearly, creating vague job positions (slumgullion), neglecting to check references, and compromising on hiring standards. Additionally, I share tips on making the hiring process more effective. If you loved this episode, join me for an upcoming workshop on February 19th for recruiting and hiring, offering both direct guidance and group coaching options.
00:00 Introduction: The Biggest Mistake in Hiring
01:17 The Consequences of Delaying Hiring
04:32 Creating a Sustainable Hiring Plan
05:28 Avoiding the Clone Trap
07:35 Defining Your Needs Clearly
10:00 Upcoming Workshop Announcement
11:02 The Importance of Checking References
16:27 Don't Compromise on Hiring
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REGISTER for Hiring and Recruiting Workshop
Hiring and Recruiting - Workshop ONLYHiring and Recruiting - Workshop PLUS 2 coaching sessionsWork with Kari:
Anchored Leadership AcademyPrivate Business and Leadership CoachingContact Kari Lotzien | Be the Anchor:
Website: BeTheAnchor.caFacebook: BeTheAnchorLtdInstagram: BeTheAnchor.caLinked In: Kari Lotzien -
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The routine of setting New Year goals and resolutions often ends in disappointment. Initially, I described 2024 as the year of disappointment. After spending time really digging into why I felt that way, I came up with some real reasons behind the common struggles in achieving goals, the necessity of re-evaluating our goals, and the impact of internal and external factors on our success.
In this episode, I am talking about optimization. Dialling in your goals, effective strategies and actions that align with desired outcomes.
Follow along with this episode to explore your own fantastic failures and reassess your goals Finally, explore how you might find support to build a life filled with adventure, value, and freedom without resorting to mere self-deprecation and burnout.
00:00 Introduction and Shocking Statistics
01:53 Personal Reflections and Disappointments
03:20 Understanding the Common Struggles with Goal Attainment
06:29 Reevaluating Goals and Actions
14:50 Optimizing for Success
Work with Kari:
Anchored Leadership AcademyPrivate Business and Leadership CoachingContact Kari Lotzien | Be the Anchor:
Website: BeTheAnchor.caFacebook: BeTheAnchorLtdInstagram: BeTheAnchor.caLinked In: Kari Lotzien -
I am thrilled to welcome Roxann Klepper, a top realtor from central Alberta and a member of the prestigious RE/MAX Hall of Fame. Beyond her success in real estate, Roxanne is a passionate advocate for women creating strong, sustainable businesses and a proactive community builder.
About Roxann:
Grew up in Central Alberta.Not only a distinguished realtor but also a significant figure in supporting women entrepreneurs.Host of the podcast "Brick by Brick," focusing on female entrepreneurship and community building.Episode Highlights:
An Unexpected Path to Real Estate and Entrepreneurship:Transitioned to real estate full-time after reassessing her career and life goals with her husband. Transitioning from a job she loved to embracing a new opportunity in real estateHow Roxann moved into leadership and the wisdom of her mentor
Challenges and Adaptations:Discusses the difficulties of leaving a stable job and adapting to the entrepreneurial lifestyle.Emphasizes the importance of flexibility and the decision to focus on real estate for long-term personal and professional goals.
Mentorship and Growth:The crucial role of mentorship in business development and success.Strategies for transitioning from a conventional job to owning a business.
Entrepreneurship Insights:Insights into the demanding nature of running a business, including the need to excel in various roles.Advice on focusing on high-value tasks and delegating lesser tasks to optimize business operations.
Financial Literacy and Women in Business:The importance of financial literacy, especially for women.Personal anecdotes about the impact of financial education on personal and professional life.
Work-Life Balance and Health Challenges:Roxann shares her recent health challenges and the impact on her business.Strategies for maintaining business continuity during personal crises.Roxann’s journey reflects the resilience and adaptability required to succeed in business. Her story is not just about professional success, but about building meaningful connections and fostering a supportive community.
Contact Roxann Klepper
"Brick by Brick," podcast for more insights on entrepreneurship and community building.Website: roxyk.ca For real estate inquiries or collaborations, Facebook: RoxyKRealEstateInstagram: roxklepperWork with Kari:
Anchored Leadership AcademyPrivate Business and Leadership CoachingContact Kari Lotzien | Be the Anchor:
Website: BeTheAnchor.caFacebook: BeTheAnchorLtdInstagram: BeTheAnchor.caLinked In: Kari LotzienThank you for tuning in! Join us next week for another inspiring episode of "Be The Anchor." Don’t forget to subscribe and leave a review if you enjoyed today's discussion.
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In this episode, Kari guides you through a reflective practice for closing out the year. You are encouraged to come back to your core values, express gratitude, assess your wins, acknowledge challenges, and reflect on your experiences. The episode emphasizes the importance of pausing and resting before setting new goals for 2025. Join in with a journal and your favorite beverage to create space for personal and professional growth.
01:45 Reflecting on Core Values
02:42 Embracing Gratitude
04:52 Celebrating Wins
07:57 Learning from Challenges
11:00 Creating Space for Rest and Renewal
13:45 Conclusion and Looking Ahead
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Work with Kari:
Anchored Leadership AcademyPrivate Business and Leadership CoachingContact Kari Lotzien | Be the Anchor:
Website: BeTheAnchor.caFacebook: BeTheAnchorLtdInstagram: BeTheAnchor.caLinked In: Kari Lotzien -
In this inspiring episode, Kari Lotzien sits down with Dr. Shahana Alibhai, author, TEDx speaker, family physician, and mental health advocate. Together, they dive into the challenges of balancing high-performance careers and personal well-being, breaking the stigma surrounding mental health, and the simple yet profound practice of joy stretching. Dr. Shahana shares insights from her groundbreaking work with adolescents and her new book, "Feel Better," which is already making waves. This episode is packed with actionable advice for leaders, parents, and individuals striving for better mental health and connection.
Key Points Discussed:The Dual Role of a Mental Health Advocate:Dr. Shahana opens up about her journey from being a mental health professional to becoming a patient herself, battling pure OCD and postpartum struggles.Breaking the Stigma:Insightful discussion on society's varying levels of tolerance for mental health conditions and the importance of vulnerability in leadership and personal life.The Invisible Chalkboard:A metaphor for understanding the visible and invisible challenges people carry, and how leaders can create safe spaces in the workplace.Parenting and Emotional Intelligence:Dr. Shahana shares practical strategies for parents to teach emotional regulation, including the power of “replaying” moments with children for better outcomes.Joy Stretching:A transformative concept for finding and savoring moments of joy, especially during busy or challenging times.Mental Health in the Workplace:Addressing the leader's role in setting the tone for emotional health while creating opportunities for connection and understanding among team members.Quotable Moments:“We do not suffer from a lack of joy, simply a lack of recognizing it.” – Dr. Shahana Alibhai“Your emotions are not excuses; they are explanations for why you act and react in certain ways.”Resources and Links:Dr. Shahana Alibhai's Book: Feel Better (available on Amazon and Audible)Connect with Dr. Shahana Instagram - @thedrshahanaLinkedIn - https://www.linkedin.com/in/shahana-alibhai-feelbetter/Website: websiteEpisode Challenge:Take a moment to practice joy stretching this holiday season. Slow down, engage your senses, and savor the small moments of connection and happiness.
Call to Action:If you enjoyed this episode, don’t forget to rate, review, and subscribe to "Be The Anchor" on your favorite podcast platform. Share this episode with someone who needs a little more joy and connection in their life.
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In this insightful episode, Kari Lotzien, a seasoned business and leadership coach, unpacks the complexities of hiring friends and family members in small businesses. Drawing from personal experiences and her work with clients, Kari provides actionable advice on how to make this sensitive arrangement work while maintaining professional boundaries and fostering business growth.
Whether you’re a small business owner in a close-knit community or simply considering bringing a familiar face into your team, this episode will guide you on navigating the challenges and opportunities involved in hiring and retaining great employees.
Key Topics Discussed:
Mindset Triggers in Hiring Friends and FamilyCommon scenarios leading to these hires: personal compassion or business emergencies.How to step into the CEO role and evaluate decisions objectively.
Keeping the Hiring Process Fair:Importance of treating friends and family like any other candidate.Why resumes, interviews, and reference checks are non-negotiable.Setting equitable standards to ensure a fair workplace.
Defining Roles and Responsibilities:How clear job descriptions and boundaries support healthy relationships.Tips for balancing personal connections with professional expectations.
Navigating Bias and Accountability:Recognizing and mitigating loyalty bias and the halo effect.Establishing systems and metrics to ensure fairness across the team.
Planning for Sticky Situations:Preparing for potential challenges like performance issues or role transitions.The importance of regular assessments and open communication.
Real-Life Examples:Kari shares a personal story about hiring her daughter during a peak business period, highlighting a couple of key strategies to making this work wellKey Takeaways for Small Business Owners:
Treat every hire, friend or family, as a professional decision.Use systems and processes to maintain fairness and protect relationships.Plan ahead for potential issues, including how to handle exits gracefully.Special Offer:
Take the Leadership Style Quiz to discover your strengths and receive personalized strategies and podcast recommendations tailored to your current business stage and your style of leadership.Work with Kari:
Anchored Leadership AcademyPrivate Business and Leadership CoachingContact Kari Lotzien | Be the Anchor:
Website: BeTheAnchor.caFacebook: BeTheAnchorLtdInstagram: BeTheAnchor.caLinked In: Kari LotzienEnjoyed this episode?
Subscribe and share it with fellow small business owners who might benefit from these insights. Follow Kari on LinkedIn or visit our website for more resources on scaling your business and building a strong team.
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We are delving into the topic of chronic overthinking, a habit that keeps so many people stuck in inaction. I am sharing my favorite questions that I use when faced with decisions that may trigger overthinking and help me to get clarity. I will also provide you with ideas to prevent decision paralysis in your business. Whether it's a new business opportunity, a potential move, or a change in life direction, this episode offers practical strategies to guide you through chronic overthinking and into action.
Key Topics:
1. Understand Chronic Overthinking and Its ImpactReflect on how chronic overthinking may have impacted your life so farNotice your own tendencies in feeling like you need to have everything figured out before taking the first stepConsider how overthinking may lead to missed opportunities, regrets, and inaction.2. Four Key Questions to Combat OverthinkingThese questions can act as a guide to help you move through decisions and gain clarity for yourself.3. Build Habits to Prevent OverthinkingRecognize triggers and “sticky spots” that commonly lead to overthinking.Create routines, systems and habits to take action where it matters most.Kari shares examples from her business experiencesHow we can use systems and processes to manage leadership challengesIdeas to combat overthinking when it comes to sales and marketing reluctance Assess decisions based on data and feedback instead of fear-based overanalysis.4. Celebrate Wins and Maintain MomentumThe importance of pausing to appreciate small wins and milestones.Reinforce positive action by acknowledging progress, like client growth or team successes.Use consistent action and data to make small adjustments and pivot with confidence.Avoid the trap of “catastrophic thinking” and build resilience through gradual improvement.Resources from this Episode:
Journal Prompts and Guide to Stop OverthinkingWork with Kari:
Anchored Leadership AcademyPrivate Business and Leadership CoachingContact Kari Lotzien | Be the Anchor:
Website: BeTheAnchor.caFacebook: BeTheAnchorLtdInstagram: BeTheAnchor.caLinked In: Kari Lotzien -
Want to Start a Podcast?
We are celebrating a birthday! This podcast has been on the air for a whole year. In this episode, I am answering your questions about what to expect when starting and leveraging a podcast for your business. I’m giving you my lessons learned along with practical advice if you are considering starting a podcast. I’m answering common questions I get about podcasting, including monetization, time commitment, and how to come up with a year of content ideas.
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Key Points covered in this episode:
Most podcasts start strong and fail fast: Did you know? Most podcasts don’t go beyond three episodes, and only 11% reach 50 episodes. This podcast is at episode 45, which places it in a select group of consistently published content. There is still so much opportunity in this space but you need to know what to expect and plan for it.How do you make money podcasting?: Although this podcast is not monetized, I discuss potential revenue streams such as sponsorships and affiliate marketing. However, I want to share the non-monetary benefits I see from this platform. Solo or Guest Episodes? Design your show style to meet your business goals. I share specific thoughts around guest experts, solo or client episodes. Podcasting allows business owners to build relationships and trust with potential clients by sharing their knowledge and expertise. It is an effective platform for showcasing your personality and approach before formal client interactions.Where do you come up with content ideas?: I share 3 key ways that I come up with content and how I keep it organized using very simple systems.Client conversations and themesOther podcasts Business or personal development books How much time does it take to record a podcast each week?: Podcasting is not a quick process—between recording, editing, and marketing, it can take hours to produce a single episode. As with any other part of your business, it is important to create systems and processes for podcasting to ensure you are getting the most benefit.___
Work with Kari:
Anchored Leadership AcademyPrivate Business and Leadership CoachingFree resources:
Discover your Leadership Style QuizContact Kari Lotzien | Be the Anchor:
Website: BeTheAnchor.caFacebook: BeTheAnchorLtdInstagram: BeTheAnchor.caLinked In: Kari LotzienContact Astronomic Audio:
Website: AstronomicAudio.ca -
I am getting vulnerable with you today. There are few experiences in life that act as amplifiers for self-awareness. Intimate relationships, parenthood, and running a business can act as 'amplifiers' that can help reveal our true nature and shed light on our blind spots as a leader. I am sharing a bit of my own personal journey, including mistakes and real-life examples, to illustrate the challenges leaders face when seeking and responding to feedback. I have also created a fun quiz to help you discover your natural leadership style. I am sharing few details about my upcoming six-week course 'Becoming an Anchored Leader.’ It is designed to help you become a more confident delegator, to lead tough conversations with clarity and to help you become even more self aware in a safe and confidential group. This episode is packed with practical advice and heartfelt insights to help you become a more resilient and effective leader.
Key points in this episode:
00:43 Exploring Self-Awareness in Leadership
02:42 Key Life Experiences as Amplifiers
04:27 Self Reflection in Leadership
06:26 Seeking and Receiving Feedback as a Leader
09:36 Understanding Leadership Styles
23:40 Invitation take my Leadership Style Quiz
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Resources discussed in this episode:
Anchored Leadership AcademyPrivate Business and Leadership CoachingDiscover your Leadership Style QuizContact Kari Lotzien | Be the Anchor:
Website: BeTheAnchor.caFacebook: BeTheAnchorLtdInstagram: BeTheAnchor.caLinked In: Kari Lotzien
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In this week’s episode, I am diving into the challenging topic of accountability within small business. We are discussing practical strategies for leaders to not only hold their teams accountable but also themselves, ensuring clarity and fostering responsibility in the workplace.
Key Points:
Leading by Example:
Let’s talk about the importance of leaders holding themselves accountable before expecting the same from their teams. Accountability begins with fulfilling your own commitments and setting a standard through consistent follow-through.Clarity in Delegation:
Accountability starts with clear communication. Leaders must ensure that team members fully understand what tasks they are responsible for, the deadlines they need to meet, and the specific expectations of the role. Vague instructions lead to confusion, so clarity is key.Addressing Missed Accountability:
How do leaders address missed deadlines or targets in a calm and constructive way. Using frameworks like the Situation-Behavior-Impact (SBI) model, leaders can provide feedback without creating defensiveness, while maintaining the importance of meeting set goals.Resources discussed in this episode:
Anchored Leadership AcademyPrivate Business and Leadership CoachingCrucial Conversations - Joseph Grenny, Kerry Patterson, Ron McMillanContact Kari Lotzien | Be the Anchor:
Website: BeTheAnchor.caFacebook: BeTheAnchorLtdInstagram: BeTheAnchor.caLinked In: Kari Lotzien -
In this inspiring episode of Be The Anchor, host Kari Lotzien speaks with Angie Caillou, founder of AVS Legal, about her journey from solopreneur to leading a team of 16. Angie shares her personal experiences in overcoming the challenges of balancing work and a busy family life, and how she leveraged business coaching and the Anchored Leadership Academy to achieve her goals.
Key Points Discussed:
Why not now: Angie shares a beautiful story about how she decided to take the plunge from being an employee to becoming an entrepreneur. She talks about the challenges she faced in the early year as her business grew and her family became even busier.Deciding to work with a business coach: Angie shares how she made the decision to work with hire a coach.The Impact of Business Coaching: Angie shares how her involvement with the Anchored Leadership Academy and coaching sessions with Kari gave her the clarity and confidence to grow her business strategically, overcoming roadblocks she faced in scaling her operations.Building a Strong Business Foundation: Angie talks about the challenges of finding time to work on her business rather than just in it, and how coaching helped her create the structure and systems needed to support long-term growth. She shared how coaching helped her to attract strong candidates to build her team in a highly specialized field.Gaining Confidence and Delegating: Through coaching, Angie learned to let go of control and trust her team, enabling her to focus on high-level leadership and continue expanding her services.The Power of Community: Angie reflects on the importance of connecting with other business owners in the Anchored Leadership Academy, describing how the support and shared experiences of the group helped her navigate difficult decisions with confidence.Balancing Work and Family: Angie discusses how coaching helped her reclaim her time, allowing her to create a better balance between her growing business and family life—ultimately taking her first worry-free vacation since starting her company.To learn more about resources mentioned in this episode:
Resources discussed in this episode:
Anchored Leadership AcademyPrivate Business and Leadership CoachingContact Kari Lotzien | Be the Anchor:
Website: BeTheAnchor.caFacebook: BeTheAnchorLtdInstagram: BeTheAnchor.caLinked In: Kari LotzienContact Angie Calliou | AVS Legal Services:
Website: AVS-Legal.ca -
Leadership goes far beyond managing people, having the most knowledge, or the most experience. Leadership is a completely separate skill from what most of us learn in traditional schooling. In this episode, I am delving into the key principles of leadership and the foundations of the Anchored Leadership Academy. Leadership is about fostering true collaboration and finding the best in people. It starts with the ability to self-reflect and self-regulate. This episode is a must-listen for anyone looking to enhance their leadership skills, whether in business, community, or personal life.
Key Points:
Understanding Leadership:Leadership is more than being the boss—it's about collaboration, understanding, and facilitating growth within a team.The traditional idea of leadership as merely directing others is outdated. True leadership involves optimizing the talents and strengths of members to reach a collective goal.Self-Regulation as a Leadership Skill:Effective leaders manage their own emotions and reactions, creating safe spaces for others to contribute without fear of shame or ridicule.Self-regulation includes being mindful of body language, tone, and facial expressions to ensure they align with a supportive leadership style.Listening and Observing:Great leaders are often not the loudest in the room. They excel at listening, observing, and understanding the dynamics within a team.By noticing gaps and encouraging quieter voices, leaders can create a more balanced and inclusive environment.Asking Better Questions:Effective leaders ask questions that encourage reflection and collaboration rather than simply seeking agreement.Avoiding the word "why" in questions can prevent defensiveness and instead promote a more constructive dialogue.The Role of Leadership in a Technological World:In an era of automation and AI, leadership remains a distinctly human skill that cannot be replicated by technology.Leadership is essential in maintaining human connection and fostering meaningful collaboration in both business and community settings.Are you ready to take your leadership skills to the next level? Join the Anchored Leadership Academy and embark on a transformative journey to become the leader you aspire to be. This 12-week program is designed for business owners who are eager to scale their businesses, build strong team cultures, and lead with confidence.
I have opened up a few spots for private business and leadership coaching for owners who would like a higher level of support. Private coaching clients work through strategic planning to identify needs and priorities in their business. Coaching is then customized to align with your plan and may include support for team development, operations, marketing and finances. Together, we design your business to integrate with the life you want.Resources discussed in this episode:
Anchored Leadership AcademyPrivate Business and Leadership CoachingContact Kari Lotzien | Be the Anchor:
Website: BeTheAnchor.caFacebook: BeTheAnchorLtdInstagram: BeTheAnchor.caLinked In: Kari Lotzien -
Service-based businesses trade their time for money. You might think that you can’t grow your business without hiring more staff. In this episode of Be The Anchor, I am sharing some of my favorite ways to build service-based businesses without hiring more people. I guide listeners through a process you can use to assess your own small business and what trends are happening in your industry. This opens up opportunities for new ideas to consider to increase your revenue, increase the lifetime value of a client and possibly change the way you work in your small business. We talk through specific scenarios for marketing companies to mechanic shops.
Key Points:
What is happening in your market right now? Recognize how technology such as YouTube, Canva and ChatGPT are changing the landscape for many service-based businesses and how to adapt to these shifts.Gather Client Feedback: When was the last time you spoke with or surveyed your best customers to ask what you could do even better? Consider different models in your service delivery - There are 3 options for most service-based businesses and most are only utilizing one model (which happens to also have the highest cost to you). Leveraging your experience and knowledge to build profits. Consider mentoring as a way to leverage experience and knowledge, turning potential competition into clients, and creating new revenue streams.Strategic Planning for Scaling: Reflect on how to strategically plan for growth, ensuring that your scaling efforts align with long-term business goals.I have opened up a few spots for private business and leadership coaching for owners who would like a higher level of support. Private coaching clients work through strategic planning to identify needs and priorities in their business. Coaching is then customized to align with your plan and may include support for team development, operations, marketing and finances. Together, we design your business to integrate with the life you want.
The Anchored Leadership Academy, a 12-week group program designed for established businesses ready to scale, will be launching in September. For more information or to secure a spot, listeners can click the links in the show notes or reach out via email for an inquiry call. Don’t miss out on the chance to take your business to the next level!
Contact Kari Lotzien | Be the Anchor:
Website: BeTheAnchor.caFacebook: BeTheAnchorLtdInstagram: BeTheAnchor.caLinkedin: Be-The-Anchor-LtdKey Links from this Episode
Private Coaching with Kari Lotzien
Anchored Leadership Academy - September enrollment is open now
Book a call to discuss the best options for your situation directly.
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It can be challenging to offer raises when your business budget is tight. In this episode, I discuss practical and cost-effective ways for small business owners to show appreciation for their team members without overspending. Recognizing and valuing your employees through creative perks, flexible work arrangements, and genuine feedback can help maintain morale and motivation. Balancing financial responsibility with sincere appreciation can foster a positive work environment and contribute to long-term business success.
Key Moments:03:57 Understanding the Impact of Raises - a small raise can cost the business more than you realize.
05:06 When is the best time to give a raise? The one time you should always give a raise.
06:30 Never use a raise to try and motivate an underperforming team member.
09:00 Creative ways to manage cash flow in your business during slow seasons while still giving great perks to your team members. Time as currency.
12:35 Creative Perks and Benefits
Offering perks like contributions to post-secondary education, weekend getaways, or charity donations.Providing benefits like healthcare creates a sense of security and appreciation.Offering these perks strategically to manage costs while still showing appreciation.16:00 Specific and Genuine Feedback - always has value and costs you nothing
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Contact Kari Lotzien | Be the Anchor:
Website: BeTheAnchor.caFacebook: BeTheAnchorLtdInstagram: BeTheAnchor.caLinkedin: Be-The-Anchor-LtdKey Links from this Episode:
Private Coaching with Kari LotzienAnchored Leadership Academy - September enrollment is open nowBook a call to discuss the best options for your situation directly. -
It can be tempting to offer steep discounts or to host large events to show appreciation to your customers but I think we need to be cautious. In this episode, I am discussing practical and cost-effective ways for small business owners to show appreciation for their customers in personal ways that cost very little. Personalized and genuine gestures are so valued. This is where I think small businesses have an edge over large corporations. Showing sincere appreciation while balancing financial responsibility, can help you build meaningful connections without overspending.
Key Moments:04:30 Listen to your customers to learn what matters to them. Notice small details.06:20 Implement the Platinum Rule when it comes to customer appreciation.08:45 Be creative and financially smart when planning how to demonstrate gratitude to your customers. When your journey becomes bigger than you, how many other lives will you impact and enrich?15:00 Could you build VIP access or offer package deals instead of discounts?
21:45 How can you ensure that your customer appreciation efforts are good for your customers and your business?Contact Kari Lotzien | Be the Anchor:
Website: BeTheAnchor.caFacebook: BeTheAnchorLtdInstagram: BeTheAnchor.caLinkedin: Be-The-Anchor-LtdKey Links from this Episode:
Learn more about Private Coaching with KariBook a call to discuss the best options for your situation directly. -
In this episode of "Be the Anchor," host Kari Lotzien is joined by LinkedIn expert Tony K. Silver to discuss how small business owners can optimize their LinkedIn profiles and leverage the platform to generate leads, build relationships, and increase sales. Tony is a multi-award-winning LinkedIn profile expert. He shares practical tips and insights from his extensive experience since 2009, providing listeners with actionable strategies to enhance their LinkedIn presence.
Key Points in this episode:
4 Keys to Optimizing Your Profile Posting on Linked In - quality content, consistent approach and engagementUsing the platform for lead generation, relationship building and sales.Practical tips to improve your visibility through SEO and indexing__
Contact:
Tony K Silver - Website
Tony K Silver - Linked In
Kari Lotzien - Linked In
Be the Anchor: Business and Leadership Coaching
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In today's episode, I share insights from a personal and profound experience—my daughter's university graduation—and explore the parallels between personal milestones and professional growth in small business. In this heartfelt episode, I reflect on the life lessons observed at my daughter’s university graduation, drawing parallels to the entrepreneurial journey. We discuss how societal pressures to quickly move on to 'what's next' can diminish our ability to savour accomplishments—a pattern prevalent both at graduations and in the business world. I share personal anecdotes and stories from others who have made significant career pivots, emphasizing that career decisions are not permanent but chapters in a larger story. The episode champions the value of lifelong learning and curiosity as keys to personal and professional fulfillment and growth.
Key Moments:
Reflection on Graduation: I discuss the societal tendency to rush from celebrating achievements to asking "What's next?" and how this mirrors the pressure small business owners often feel.Career Permanence vs. Fluidity: Insights into the perceived permanence of career decisions, drawing on stories of significant career changes by individuals, including a woman who transitioned from law to fashion.Value of Lifelong Learning: Emphasis on staying curious and continuing to learn as a means to keep life and business fresh and engaging.Encouragement for Entrepreneurs and Mentors: Encouraging listeners to mentor others and foster an environment where decisions aren't seen as life sentences but as steps in a journey.This episode is a must-listen for small business owners and entrepreneurs interested in personal development, scaling businesses, career transitions, and the importance of celebrating milestones. Engage with stories of resilience and adaptation that resonate with anyone looking to infuse their business journey with deeper meaning and sustainability.
Links
Be the Anchor website
Kari Lotzien - Linked In
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I’m glad you’re here for this episode today. It’s a very important one that dives deeper into my topic from the last episode. My last episode was about not wasting a conflict or crisis and that may have been a cue from the universe that soon I’d need my own advice because right now I’m facing a major health scare in our family. And now that I’m in it, in the thick of it, I have more to say on this topic. I have more to offer to help guide you through times of crisis, in dealing with the personal and the business side of things.
Let’s be honest right up front: managing our lives and running a business during a time of family or personal crisis is a lot. We are pulled in many different directions because we want to be there for our loved one and for our family but we also need to be there for our business. How do we deal with it if we can’t bring in that revenue? It’s really difficult and if, like me, you are used to being a leader and having answers, it can be really hard to realize that crisis doesn’t come with a timeline. And if we don’t think about how to best help ourselves we can end up sacrificing sleep and rest and movement and healthy eating and all the things we need to keep going, to keep being there for the people that need us.
So in this episode I’m speaking from within a crisis, I’m going through what I’m talking about. And I want to share this perspective with you. There are different questions to ask ourselves now. What really needs our focus? What key things can I do to look after our foundation? We’re low on time so what things can we do that really get the most return on our time? And I’m speaking about the personal side of things and the business side. We can’t do everything, so what systems can we put in place to help ourselves? I’m sharing the insight that I’ve gained with you in this episode. The simple things you can do, both in your life and business, to help maximize the time you have and keep you healthy so you can deal with the crisis long-term. This episode is personal and important and I’m so glad I can share the things I’m learning with you all.
Key Moments
03:14 The pull between being there for loved ones and business
05:37 How quickly self-care can be the first necessity sacrificed
08:54 What do we prioritize in business to keep things running?
When we’re low on energy, what things can be automated and what can keep going easily?How can we delegate or automate to assist everyone affected by the crisis?Why we need to maintain containers around the vitals of life: sleep, rest, health__
Contact Kari Lotzien | Be the Anchor:
Website: BeTheAnchor.caFacebook: BeTheAnchorLtdInstagram: BeTheAnchor.caLinkedin: Be-The-Anchor-Ltd__
Transcript:
Kari Lotzien: [00:00:01] I'm really excited to bring this episode to you today. I know that being a small business owner comes with wearing a lot of different hats, and one of the things that had been coming up for me over the last couple of months was clients and friends who were talking about having multiple demands on their time when a loved one was facing a health crisis, and they were really feeling like, I need to keep my business operating, and I really want to be there for my family. Now, little did I know that that episode a couple of weeks ago was going to be a snapshot and a little cue into what was coming up in my own life. Today I'm diving in. We're going one step deeper from where we were in the last episode, talking about not wasting a great crisis. Today, I want to talk about when you are in a situation and you're facing a tough time, I want to give you some resources on exactly what we can do to help navigate when we need to be there for friends or family, or maybe for yourself if you're facing a crisis in your own life that instantly takes your time and your energy and your attention. What do you do when you're trying to keep your business afloat at the same time? Welcome to the episode. Let's dive in.
Kari Lotzien: [00:01:27] Hello my friends. I'm so glad you're here. In the last episode, the topic was don't waste a great crisis, and I cannot help but think that that topic was giving me a little bit of a signal and a heads-up as to what was coming. Because here I am just a few weeks later, and when I recorded that episode, I was not in the middle of a crisis. But now, looking back, as often our hindsight is 2020, it was a signal for me because here I am now, just a couple of weeks later, and our family is experiencing a pretty major crisis where we have someone in our family who's really going through a major health scare right now, and they need us to be supportive and all-in and believe in them and have hope. And let's be honest, at the same time we are trying to manage our lives and run our businesses and be there for each other and support. And I am not going to lie to you, it's a lot. And when I looked at my episode recording for today, I thought, you know what? I have more to say about this because when I'm in it, when I talked about not wasting a great crisis, now I am in it, I have a little bit of a different perspective. I do have some different ideas, and I want to share them with you from being in it.
Kari Lotzien: [00:02:53] What I've noticed about myself in this, and I see this with a lot of my friends, I have connected in these last couple of weeks with probably five different friends who have been in situations where their very close family members have faced huge health, life and death situations in these last few weeks. And they feel this pull of I know it's important to me, I want to be there for my family, I want to be able to do it all and at the same time feeling like I can't really just pick up and leave my business because it needs to keep operating as well. Or there's future considerations that I'm going to need to be able to deal with if I don't continue to bring in that revenue, and it can just feel like such a hard pull on both sides of us. And I just want to first acknowledge that, that as a high performer, we're used to fixing things. We're used to solving problems and leaning in and having answers. And there is nothing more humbling than when someone that you really care about has a health crisis, and there's really not a lot you can do about it than just show up. I think what we tend to do as high performers is we jump into these types of situations and, let's be perfectly honest, a lot of our family and the people that are around us, they're used to going to us to be the leaders in those types of situations.
Kari Lotzien: [00:04:21] Because if you are a leader in business, you're generally a leader in a lot of different areas of your life. You're the one that takes on the volunteer roles. You're the one who heads committees, you're the one who organizes the family reunions and the large events. When you're leading in one place, you're usually leading in a lot of places. And when we jump into this, what can sometimes happen, crisis doesn't ever come with a timeline. It always shows up at sometimes a really difficult timing for life. And that's okay. But when we get caught off-guard like that, we tend to be more reactive. So just give yourself some grace and understand that that's just what happens. I'm not going to lie to you, I stepped on the scale this morning and in two weeks I have gained a solid 9 pounds. The reality is I started eating way more fast food. I was not moving as much because I was sitting in a hospital room and just trying to be there. We were eating on the fly, we were eating late at night, I wasn't getting good sleep and I was not moving as much. I don't think this is uncommon, but what I notice in myself, I was starting to beat myself up about it, thinking, oh my gosh, everything is just falling apart.
Kari Lotzien: [00:05:36] Well, no it isn't. But what I saw was the quickest thing to go was my own self-care. Just the basics of getting enough sleep, of moving my body, even going for a walk or doing a little bit of a stretch. I noticed that I was not eating well, and what this was doing was creating a snowball effect that when all of those basics weren't looked after, I was more tired, I was more reactive, my head wasn't clear, my brain was foggy, I couldn't make good decisions, and that negative mentality was just creeping in. And that might happen for you too, when facing these kinds of things. When we come into positions of crisis, I think the three big things that I want to talk a little bit about are knowing that you might be in this for a long time. I think we all have hope that things are going to turn around quickly, and that we're going to get back to normal. But the reality is, most of the time when there's a crisis situation, you don't know how long it's going to last. And you don't get to know what are the steps that I need to take to have this fully resolve in this certain amount of time? It induces a huge sense of uncertainty and a lack of control, and that's tough.
Kari Lotzien: [00:06:54] The second is I think we need to really ask ourselves what are the things that we need to do? What is the minimal viable thing that we need to do to minimize additional challenges? So, for example, if all of a sudden you just stop serving your clients and you stop showing up and you don't reach out to your team and you just disappear, there could be an additional consequence that you are not bringing in revenue to your business, which is keeping it sustainable. Like I said, if I'm not looking after my sleep and my health, the snowball effect of that is that I'm more reactive, that there may be additional challenges in conflict with family members or with the people who are looking after my loved ones, that I just tend to get more reactive. But do you see how then it builds a snowball effect of a negative consequence that we really don't want? So you want to kind of dial in and say, okay, what really needs my attention right now? What really needs my focus? And what are those key things that I can do to make sure that my foundation is looked after? It's coming all the way back to ourselves. And as high performers, man, we can lie to ourselves that we are good at running on no sleep, that we don't really need to have times of rest, and that we don't really need all of these other just basics, because we can perform at a pretty high level when we're running on fumes.
Kari Lotzien: [00:08:28] The other piece that I want to kind of shift to is just acknowledging that when we are in crisis, what we know is that you are low on time. That if you are trying to hold multiple roles, visiting family members or going to medical appointments yourself, so sometimes health crisis can show up in our own body and needs our attention. But it takes time. It takes our attention. This is where we really need to prioritize what do we really need to do? Where are we going to get the most return on our time, and what are we going to let go of? You may consciously decide, I'm not going to worry about my housekeeping. I am not going to worry about, you know, developing that new marketing plan for the business that we were working on last week. It's really dialing it in and saying, okay, what do I need to focus on right now that is going to give me the largest return on that time? So things like prioritizing in your business, what is going to continue the cash flow in your company while you might step away. So this is not a time where you're going to maybe try something new, or you're going to work towards a new vision because you won't have capacity to be creative. But you do want to make sure that you continue to have that revenue.
Kari Lotzien: [00:09:48] If you've got work that you've already done that hasn't been invoiced yet and you have ten minutes, that ten minutes needs to go and do those invoices, get them sent out, or send the reminders for payments that haven't been made so that you are continuing to build the cash flow in your business so that you don't create that snowball effect of now you're kind of behind the eight ball. The other thing is, when you're focusing like this, this is the time where you want to get really clear on what either time or service or product is yielding the biggest profit in your business and you're going all in on that right now. Because this is the time where you really need to be the most profitable. It's not the time to do a lot of different things or to try out new pieces. Do what you know already works, go back to the data, go back to what you know, and just rinse and repeat. If you have products or services that you've used in the past that were successful, that you can just bring them out and reintroduce them, do that. This is a time where you just really want to dial in where are you getting the most return on your investment? You are going to be lower on energy. This is not the time where you're going to have a lot of energy for new things, new products, or to be able to do a lot of stuff.
Kari Lotzien: [00:11:13] When you're low on energy this is when we really want to dial in and say, okay, what are the things that I can just set on automation? What can I just keep going? Can I set up some auto bill payments? Can I set up some meal planning? Can I do meal boxes so that that food just shows up? I don't have to think about what I'm going to have for dinner tonight, or you don't need to think about going to the grocery store and trying to organize that. It just happens. Do what feels easy. Do the things that you're already good at. Now, this might sound really strange to some, well, no, it probably doesn't sound strange to some of you because I think that we are like-minded, which is exactly why I'm doing this podcast. But when I dialed in and I went, okay, what feels easy for me when it comes to supporting this family member? Something that I am good at, I'm really good at thinking in systems. It's just how my brain operates, I think, okay, so what is the system that I can create to have the biggest return on investment so that a team knows what the goals are so that we know what we're aiming for?
Kari Lotzien: [00:12:24] And it might sound strange to do this when it comes to thinking about a family member or someone who's going through a health challenge, but you know that if you're a systems thinker and you do that naturally in your business, and you think constantly about how one thing has an effect on many other areas in your business, if that feels easy to you, and that's something that works really well for you, you can apply it in another area towards looking after a family member. So thinking about systems when it comes to health care and support, or it could be any sort of challenge or crisis that you're facing, come right back to saying, okay, do we have a system for communication? So we designed a system to say, okay, one person is dedicated to call and get an update from the medical team as to what's going on, and it's their responsibility to then share with the rest of the team. And we do that at a very specific time of day, so that we all know kind of what to expect and who's doing what. What this does, is the impact that it has is we don't have ten people calling the medical team and overwhelming them when we really want their focus to be on our loved one. But we also want to make sure that we have a way where everyone knows what's going on so that no one feels like they're left out.
Kari Lotzien: [00:13:50] So creating a system where we have a dedicated group chat, or we have a program that says, okay, here's how this is, is outlined, or here's key questions that we would really like to know, or things that we need to be asked or to find out going forward. So that system works well for everyone to communicate, even having a little notebook in the room where people can just jot down ideas, here's who was in visiting, here's what we talked about, here's what was going on. It creates the sense of community and support, which was really important for us, so that no matter who was there, we kind of knew a little bit more of the story. And it wasn't all riding on either the medical professional or our family member to just be going through kind of the same conversation over and over and over again, which, let's be honest, it can start to feel really boring and really monotonous. So this way, we were able to create a system that allowed a conversation to kind of keep flowing and not to feel so redundant. So if that is something that you do well, think about how can you create a system within that crisis situation that can really help fill some gaps. If there's roles or tasks that need to be done, can you create a system so that people know what needs to be done, where they can help, and how all of these things are communicated? These things are big and can make such a big difference, especially when a crisis is going to maybe extend for a longer period of time and you want to make sure that what you've got in place can be sustainable. We really want to avoid things like caregiver burnout, because when you're in this situation as a small business owner and you're holding multiple different roles, you also want to appreciate that other people also have lives outside of this crisis situation. And what we want to do is create long-term sustainability for support within the life that people are holding.
Kari Lotzien: [00:15:58] So we want to do this in our business. We want our businesses to be sustainable long-term. We don't want them to be overly dependent on one person or one key team member, because if something happens to that key team member, then our business is at risk. It's the exact same thing on the other side. We want to build shared responsibility. We want to have multiple different roles, and we want to have systems that communicate that to those key team members. So I think this was a way that we could really dive into some of the specifics around how we want to support during a crisis, how we can really have some grace with ourselves. So I'm going to finish with that coming all the way back to when you are wanting to be that sole, not the sole person supporting, but when you want to be your best self when it comes to your running the bit of your business with the energy that you have, with the resources that you have, with the time that you do have available, when you are looking at managing that yourself on both sides of this equation with your business and your personal life, it really comes back again to building that foundation, looking after yourself, recognizing that there is a whole team of people that can support both your business and your personal side. And letting them know through systems and through connections on where different people can hold different roles.
Kari Lotzien: [00:17:25] Coming back to your health, the basics. Are you moving your body? Whether that's going for a five minute walk or having a quick stretch, or maybe for you, it is continuing to go to the gym or do a more intense exercise to just help move that energy. Making sure that you're creating a container for sleep and rest. You cannot be available 24/7. And sometimes what happens when we go into crisis, we try to just extend. We burn the candle at both ends, and we start fitting things in to our typical rest times. And I want you to really think about one of the best investments you can make that is going to create sustainable energy for the future no matter what this looks like, is to create consistent containers for rest. Turning off your social media. Taking time to just reset. Take a break. Put your feet up. Close your eyes. Go for a walk, get outside, nap, sleep, whatever that looks like, but creating that container where you can really just let your body rejuvenate. And then making sure that we're taking time to drink water to stay hydrated. It's amazing how easy it is to get headaches and to, you know, just get dehydrated, making sure that we're looking after our food intake and just maintaining the foundation so that we can build from there.
Kari Lotzien: [00:18:55] So today I wanted to just take some more time, diving into what are some really good tools and resources that you can use as you're navigating times of challenge or crisis in your personal or in your business life that can really carry both sides. So just a review, recognizing that you're low on time. So really giving your attention to where it is absolutely needed and where you need to focus in and what needs you specifically. Focusing on what is giving you the best return on your investment. That is both what can you do in the crisis if it's on your personal side, where are you going to get the best return on your time? As well as in your business. When you're low on energy, you do what feels easy. Do the things that you're good at. This is not the time to push into doing what's hard, because it's just going to feel harder. Do what's easy, do what you're good at, and find people or systems, or delegate or automate the other things to just give you that energy back so things that they can just feel smoother. And then lastly, focus on the foundations. Coming back to what is nurturing your nervous system and your body so that you can create sustainable energy for the long term in your business and your personal life.
Kari Lotzien: [00:20:19] Thank you so much for being here. I hope this content was valuable. As always, I appreciate that I can give these little tips and resources to you completely free of charge. And for me to keep doing that, the thing that gives me the most return on investment is when you show me that this content is valuable for you by sharing on social media, or by sharing an episode with a friend. This is what builds our community and creates this long-term connection. Thanks so much for being here. We'll see you next time.
Kari Lotzien: [00:20:54] Please know that this podcast is meant for entertainment purposes only. It is not a substitution for medical or professional mental health advice. If you require support, please do reach out. Thanks so much.
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Friends, I’m talking about two things today that are not very popular but that help us grow more than anything else we encounter. Crisis and conflict. They sound like things we want to avoid at all costs, I know, and certainly, an unexpected crisis or hard conflict is not enjoyable. But what I want to talk about is what happens after the crisis or conflict, what we learn, what it shows us, and how we grow from these situations. There is so much positive opportunity in a good, solid, conflict or crisis.
If we continually try to avoid conflict, it will return repeatedly, usually more intensely than before. So it’s a good idea to deal with it when it’s still small. Conflict carries its own lesson because it’s a clash between people or values and we need to resolve it. A crisis is an unexpected event. By its very nature, a crisis can’t be planned for. We can’t see a crisis coming. But when it arrives, we absolutely feel its impact and have to know how to get through it. And it’s how we deal with and get through both of these things that lets us learn so much of value.
Are you prepared for a crisis in your business? Something that potentially takes you out of action could end your business if you aren’t prepared for such an event. And even if you’re not prepared, how you communicate with your stakeholders, staff, and customers matters a lot to how successfully you navigate the crisis. I’m going to lay out examples for you and walk you through what to look for, and what to prepare. Conflict tends to make us want to put our head in the sand but a good conflict, grounded in respect, can bring to light things that aren’t working that we can fix for the better. I’ll talk about what to look for in conflict and how not to react in the moment. Conflict and crisis, things we tend to avoid, can actually be a great benefit to our businesses.
Key Moments
03:08 Crisis illustrated by Steve Jobs in 2003
05:23 How improperly managed crisis erodes trust
11:26 Defining a good conflict
We can learn a lot from Tim Cook’s story at AppleStarbucks illustrates how to manage a conflict between customers and your businessWhat are the steps we can take to prepare for crisis and conflict?__
Resources discussed in this episode:
“The Five Dysfunctions of a Team: A Leadership Fable” by Patrick Lencioni__
Contact Kari Lotzien | Be the Anchor:
Website: BeTheAnchor.caFacebook: BeTheAnchorLtdInstagram: BeTheAnchor.caLinkedin: Be-The-Anchor-Ltd__
Transcript:
Kari Lotzien: [00:00:02] Welcome to Be the Anchor, the podcast. I'm your host, business and leadership coach Kari Lotzien. When the seas of life get stormy, and they always will, it is not up to us to captain anyone else's ship or to try to calm the waters of the ocean. It's up to us to set our own destination for what we really want, and to learn how to navigate those waves of life together while finding that place of security and stability with others. I call this being an anchor. Hello my friends. I'm so glad you're here. Today I want to talk to you about two of what I believe to be the greatest teachers in life. A great crisis and a good, hard conflict. Now, those might not sound like things that you want to sign up for in terms of growth and development in your life. But what I want to make sure of is that you don't miss an opportunity to really grow and learn when those things come up in life. And every biography that I've read, every business book of someone who has gone on to achieve incredible things with their lives, in every single story and every single example, they have used both conflict and crisis to move towards growth. Every time. And I want to tell you more than ever that there's a different way to do this, that we can learn through flow and abundance and affirmations, and that it can be easy. And although I definitely think there is a time and a place where we want to introduce ease and we want to bring that in, I don't want you to miss the opportunity that can come from a good, solid conflict or crisis.
Kari Lotzien: [00:01:54] It's like when we're squeezed by stress or tension, that it expedites our ability to learn and to really create change quickly if we take the opportunity. Now, if you don't take the opportunity, I feel like these are the things that will come back to us, and we keep learning that lesson over and over again. You've heard the phrase that, you know, when life whispers to you and kind of says, hey, you know what I think something's up here, and you don't pay attention to it, the next time that lesson comes, that conflict, that crisis comes a little bit louder and really taps you on the back. And maybe the next thing it wallops you right over the head and says, okay, I'm not playing anymore, here's how you're going to learn or not. This becomes the fork in the road. I want you to listen when it's a little bit lighter and it's a little bit easier. Now, I didn't do that. There's been so many times where I had to be walloped over the head before I actually got the lesson that was built, and I don't want that for you. So today I want to talk about the two things, I want to talk about the opportunity that conflict brings and the opportunity that crisis can bring.
Kari Lotzien: [00:03:03] Now let's start with crisis. In 2003 you may be aware of the story that this is when Steve Jobs was diagnosed with pancreatic cancer. Now Apple was growing, it was in its prime at this time. And this crisis, which a crisis is something that you cannot predict, it all of a sudden shows up, usually at the worst time, and knocks you right off your feet. Being diagnosed with pancreatic cancer was not something that just knocked Steve Jobs off his feet. It knocked potentially Apple off of its feet. But in that process, there was some really key things that Apple did to make sure that this was not also the crisis for the business and the demise. What they did is they had set up Tim Cook to take over, and it was clearly put into place that he would start moving into more of a leadership role in establishing the company so that we were moving forward. I think this is one of the lessons that we want to learn is before. Before any crisis presents itself, do you have someone that you can tap out to? I think this is the lesson that we want to see in business. If you needed to be away for 4 to 6 weeks, or longer, how would your business operate without you? Or, at best, with you at very minimal capacity. Because the reality is, that thing that we can learn from Steve Jobs in this situation, he was not available. There was no option for him to continue to run a company the size of Apple and manage his own health. It couldn't happen at the same time. But he had someone in place that he could tap out that could take over, that was already respected, already knew what was going on. So when you look at your company, are there places where - I'm not saying that your company won't be affected at all - but if you had to step away, are there places that you could change, automate, slow down? Do you have recurring revenue or passive income in your business that could still come in if you were not actually there, physically or mentally able to do the work?
Kari Lotzien: [00:05:23] The next thing that we saw in this is in many situations when crisis comes up, especially with someone in a high leadership position or the key person who has relationships with your stakeholders or your clients, we tend to want to hide the crisis and pretend that there's nothing going on so that people don't lose trust in the company. Now, here's the lesson I want to point out: if you hide, if you try to not acknowledge what's going on and then share the plan of how you're going to approach the situation, this is when people lose trust. This is when your employees, your customers lose trust because things, they will sense that something's up. They sense that things aren't quite right. And this is when they start to feel uncertain or unsure of where things are going. That's how a lack of trust develops. The lack of trust doesn't come from that leader having to step away. And time and time again, I've seen it where we want to be able to be transparent within reason. So you're not going to necessarily dump out all of the details of what's going on with a crisis in your life, but you do want to be able to share with your stakeholders, with your team, with your customers, that you are stepping away or that key team member is stepping away. And what you're sharing is, here's the plan that we have stepping forward so that this doesn't interrupt the flow of the business, that you're still reassuring and providing that stability and security. So I think the keys are when you are facing crisis - and here's the thing you can't plan for it, you have to plan ahead of it. So ask yourself when something comes up or if something comes up, what do I have in place so that my company can keep operating? And I want you to not only just think about you as the leader if you have a leadership position in your own company, but I also want you to think about your key team members. If any one of them suddenly was ill, or had to take time away, or was not available to do the job that they're doing, what is your process in being able to step in and move forward now?
Kari Lotzien: [00:07:39] Let's just say that you didn't have a plan, that all of a sudden crisis happened. All of a sudden you had to step away from your business. You suddenly lost a key employee, and you didn't have a plan. You were completely caught on your heels and feel like you just got hit by a semi truck, and you're not sure what to do. I think this is how most of us face crisis, we don't like to think about it, nobody likes to plan for the worst case scenario so many of us don't do it. But when you're in a situation where maybe you've been hit by that semi truck of life and it's knocked you off of your feet, what can happen is we get through the crisis. So you think, oh my goodness, like my business did lose revenue or all of a sudden our customers were really disappointed and that was really, really difficult and thank goodness we're through it. We come out the other side and we start rebuilding. I don't want you to do that. I don't want you to waste the lessons in that crisis. When you come back, I want you to review backwards, and I really want you to look at what could I have done differently that would have prevented the additional, right, that snowball effect of the crisis in how it took over my business or my life, how can I prevent that from happening again? So that if something catastrophic happens again, I'm not put in the exact same position again? And I think many times I see naturally, I think we do this, that when we've overcome a challenge, our shoulders drop and we go, oh, thank goodness things are back to normal. And we miss the opportunity to create the change. The crisis can be the perfect time that identifies we've got some really big gaps in the company, or we are way too dependent on this one person. I think of this if you're a parent and I kind of giggle but when kids are little and you know mom has to go away for a little while, or, you know, if dad is the primary caregiver in being that front line, does the drop offs and the pickups and makes the lunches and makes sure that they know what shirt the kid is supposed to wear to school that day, when that person is away and someone else has to take over that role... Now, I know that most of you who hold that role, we get ahead of it and we make sure that there's a calendar that says, this is what has to happen, and we've got freezer meals, and we try to prepare ahead because we know how much pressure that holds. We know the stress that it's going to put on the system on the other side for someone else to pick that up.
Kari Lotzien: [00:10:21] You are doing a disservice when that happens. Because when that crisis hits or when you're away for an extended period of time, you want to make sure that someone else recognizes all the pieces that you're doing and holding and can take over. You never want to have so much responsibility riding on one person, because it's not good for us. In our own nervous systems, we carry too much, we feel like we're carrying the weight of the world on our shoulders. But it also prevents others, like Tim Cook in this example, from being able to step into a leadership role and showcase how he can do that really well. Don't want you to miss the opportunity. So when you look back, just think, what could I have done differently? Did this crisis identify some areas of need in the business or in my personal life, where things are just a little bit too dependent and we could diversify a little bit more so there's not this really intense responsibility on one person or one system?
Kari Lotzien: [00:11:23] Okay. The next. I want to talk about a good conflict. In one of my favorite books when it comes to leadership is Five Dysfunctions of a Team by Patrick Lencioni. I love this book and one of the five dysfunctions that he talks about that is jeopardizing for a team is when a team avoids conflict. Yes. A great team should have conflict. They should have safe conflict. And I think that when we look at conflict on a team, sometimes as a leader we can feel like the team is fighting, we're not getting along, we're having disagreements, we're not sure the direction we want to go. And in that, we might find ourselves wanting to just help everyone get along and just settle everybody down so that we're all playing nice in the sandbox again. I want you to hear this loud and clear. When we do that, when we don't invite conflict, safe conflict, respectful conflict, into our teams, into our families, into our friendships, into every area of your life, if you don't have the opportunity to introduce conflict or disagreement, you are missing opportunities. Now, sometimes conflict comes to us and we don't expect it. So it might come in a place where you've got a disgruntled team member who feels like they're being treated unfairly, who feels like they're underpaid, and now they're starting to talk to everyone else on your team, and it's spreading. And all of a sudden, you might feel that pressure that you need to solve the problem or get rid of the person who is the instigator or who is the most vocal, and remove that so you can go back to just being status quo and everybody gets along again. But here's the piece that we miss, is that when we don't invite conflict, when we don't invite disagreement, we miss opportunities. Because if everyone agrees and we all see things the exact same way, and we agree that's the way that we should be doing something, we miss the gaps.
Kari Lotzien: [00:13:32] We don't have someone saying, well, hey, wait, what about this? Could we think about it in another way? I want to give you an example of this. So when you come back, you might be aware of this, if you're a fan of Starbucks like I am, I love myself a good coffee. Now, I'm not particularly attached to Starbucks, I like a good coffee offered anywhere. It has to be good and strong, has to have a nice, you know, dark roast is my absolute favorite. Now I digress, but in 2007, Starbucks was going through a period where they had substantial growth. So the revenue was there but all of a sudden what they were seeing is their customer satisfaction numbers were dropping rapidly. We also started to see that there was more competition on the market, where small local coffee shops were opening up that also had exceptional coffee. And the whole support local and small business was being introduced into that industry, which presented a threat to Starbucks. Now when that came up and when the conflict - so customers being disappointed were coming to Starbucks - Howard Schultz could have said, nope, this is the way it is. This is what we offer and you're going to like it and if you don't like it, too bad for you. And we carry on. He could have let those complaints and the customer satisfaction take him down and think, I have a terrible business. This is not working. I am a failure. He could have blamed others and said, you know what the problem is - and I'm saying this intentionally - I just can't find good people. People just don't care about their work the same way they used to. I don't know if Starbucks is going to continue because this generation, these baristas just don't take their job seriously. He could have blamed others. He could have blamed his customers that they're just too demanding. He could have taken it all on himself and thought, no, I just can't continue on, obviously we are doing a terrible job and we are failing. But he didn't.
Kari Lotzien: [00:15:42] He didn't do any of those things. What he did was number one, didn't take it personally. He listened. And I think the first step is most people don't want to bring disagreements to you. They don't want to point out where they're feeling upset or frustrated or confused or challenged, because we're afraid that the leader will react negatively, that they'll blame us, that they'll blame themselves, or that they'll react in anger or hostility. The first thing you want to do as a leader is be able to truly listen. I think being able to truly listen is partly due to you can anchor your own nervous system. in the moment you know how to take a breath, you know how to pause your reaction, you know how to not fly off the handle and to truly invite. To stay curious, to ask more questions, to ensure you understand the problem and that you, I always say, come back to the data. Learn as much as you can so that you clearly understand the problem. And the first place that we can really do that is by anchoring our nervous system and inviting a space where people can share with us without it being personal. First step in conflict.
Kari Lotzien: [00:17:14] The next place is that they can safely share and feel that they are not at risk. Like I said, sometimes people will be the one that says, I feel like I'm underpaid, I feel like you work us too hard. I feel like this is unfair and you think that that person is the problem, and by removing that person, the problem goes away. That person may just represent the voice of the team, and you need to be able to dig past just that single person and understand clearly, is this the opinion, is this a pattern in my team? Is this a pattern with our customers that it's not just that individual that's the problem, but that individual may just be the one who had the courage to speak up and had the courage to share. In which case, we really want that person to feel valued, to feel safe in sharing with us, and to know that even when they bring up concerns, they still belong, that they are still respected, they are still a part of the team, that we're not just going to say, well, if you don't agree, then you're out. So we want to make sure that you have a safe space where people can share.
Kari Lotzien: [00:18:45] Now, I'm not saying that that means people can come in and scream and yell and share in a disrespectful way. What we want to do is create a container. So as a leader, you're giving ways where people are asked for their feedback on a regular basis. What you're doing, those surveys, or you're giving safe places where people can be asked what's working, what's not working, do you see any gaps, share an idea and then tell me. Where do you see my, where are my blind spots? What am I not seeing? Shoot holes in my problem. When you create natural conflict on your team, you will always have a more broad perspective on what your challenges truly are, and when it's through conflict and inviting that disagreement that you will be able to get out of your own way and shine lights in those blind spots that then allow you to move towards change. So you want a format to be able to share. So then the next place in that is that you want to then, once they've shared, we come back to okay so based on what I've heard in this conflict, how does this fit with the core values of my company? So last week, or in the last episode, I talked about core values not being enough. This is where I see the gap most often in business. Is we have core values, we put them on the wall, we talk about safety and transparency. We talk about the business feeling like a family.
Kari Lotzien: [00:20:43] Well, I can tell you that in a family there is conflict. There are so many times where we disagree, but we still belong. So I want to know when we take that core value and we shift it to, okay, so how does our core value demonstrate itself when we are in a situation of conflict? If you take someone off your team every time they disagree with you, or you reward every person that naturally agrees with you and you move them into a leadership or senior level position, that tells you that that concept of everyone here is treated like family doesn't land. That if your core value has to do with transparency and someone disagrees with you, but they don't feel safe that they can speak up, that's not true transparency. So I want to know. I want you to ask yourself if your business values are things like transparency, loyalty, trust, relationship, family, how are those demonstrated when you come up to conflict? Because then when you can put those things in action, when you demonstrate that, this is how you create change.
Kari Lotzien: [00:22:16] I'm going to bring it back to the Starbucks story. What happened during this time, during 2007 when all of a sudden customers were not satisfied, they were seeing a decline in revenue because there was more competition from smaller spaces, they shifted. This is when Starbucks introduced more non-coffee options, decaffeinated options, some kind of child-friendly options. All of a sudden, in this process where they started seeking feedback from the baristas, they went back. They didn't blame the baristas to say, well, it's because they don't care and they don't take their job seriously. They went back and said, okay, we need to make sure that our training programs are really solid so that we are delivering the same level of product to our customers across every location. And I think one of the things that is really unique about Starbucks is that they have consistency along with being able to customize their product. And this is such a unique combination because if you're a Starbucks barista, all of a sudden you want to know how to make that specific latte or that specific drink, but now you can adjust it for temperature and how much foam you want and what size and do you want to add a triple shot of vanilla? In all of those processes it is a consistent product along with the ability to customize. This is a really unique training challenge when you're looking at your systems and processes in onboarding new staff. So as they were developing these new products and as they were improving their onboarding and their training programs for their baristas, all of that came through conflict. All of that came by really looking at what are our customers complaining about? What are our baristas complaining about? How is this whole process working?
Kari Lotzien: [00:25:00] If Howard Schultz would have started firing baristas who were underperforming, would have taken it upon himself to say, well, this is, you know, it's because we have difficult customers. If he would have taken it on personally to say, well, it's because we don't have a great product and obviously this wasn't a good idea, the opportunity for Starbucks to be what it is today would have been lost. And I don't want that for you. So I know, I completely understand: being in conflict, it's hard on our nervous systems. It makes us feel like we are threatened. It can sometimes feel very personal. It can feel, especially if your small business is your baby, and it's the thing that you just give your heart and soul and your extra time and your weekends and your evenings to, it does feel personal. I completely get that. But I hope that today, as we've talked through this, you can really see that in every single crisis, in every single conflict, there is also opportunity to move towards change and growth like nothing else I have ever seen. So if you're going through a time right now where you're thinking, oh my goodness, I just feel like I am being drug along and things are hard and maybe you can't see your way out of it right now, just know it's part of it. It doesn't mean you're doing anything wrong. It doesn't mean that your ideas are terrible. It doesn't mean that people are terrible, that your customers are no good, or that your staff just doesn't care. There's an opportunity behind this. And even if you can't see it right now, even if today the only thing you can do is just put one foot in front of the other to get through the next thing that you need to face, please know that I understand that.
Kari Lotzien: [00:27:10] Please know that I am completely there for you. I have sat in my own business when crisis hit, in tears, trying to train a new staff member so that I could leave the business because there were certain things that only I knew how to do in there. And when that crisis hit my own business really unexpectedly, I honest to goodness, I thought it was going to be the demise of my business, I really did. I thought I had dreams that that was going to be it, that I was going to have to close shop and just walk away because I didn't have the capacity to do all of the things in my business that I was doing before. And it was number 1 in 22 years of running a business, that major crisis in my life that hit completely unexpectedly, is still the thing that I look back on and go, that was my greatest teacher. That's when I learned the most about delegation. That's when I learned the most about trust. It's when I learned the most about systems and being really consistent. And I learned how to lead with transparency without introducing or spreading fear in the business. I was able to be clear and still introduce that feeling of stability and security. I know. I've lived it. I know how it's done. Now, I gave you fancy examples from Steve Jobs and Howard Schultz in their businesses because they're so in the limelight. But I know every business owner and many, many of my clients will talk about the same sort of thing, there's an opportunity here that I don't want you to miss. So I'd love to hear your thoughts on this one. Feel free, send me an email or send me a DM on social media. I want to hear what lessons have you learned through crisis or through conflict, that maybe if you wouldn't have leaned into it, you would have missed completely and it would have changed. Because looking backwards, we have that 20/20 eyesight to be able to say, oh, I see how this all worked in sequence with each other, because when you're in it, it's just no fun. So if you're in it right now, that's all I want to say, is that one step at a time. Be really aware of how you're perceiving it. Be aware of your own thoughts. Many of them are not true. They're lying to you right now to try to protect you. But once you come through this, be sure that you look back so that you don't miss the lessons from the great crisis or the great conflict as you move to the next step and really implement that change that can give your business, your whole life even stronger and even better than it was before.
Kari Lotzien: [00:29:51] Thank you so much for being here. If you have not liked and subscribed yet, well why not? I would love for you to just click those three little buttons. It makes a difference. And this is how this podcast gets shared, this is how more people learn about what's going on. And my passion right now is I really want to provide free content for small business owners who might not have big budgets to work with a high level coach. Now, my budgets are not high level, so if you want to work with me, I'd love to dig into your business. But I want to make sure that there is still a ton of free resources out there for people like you and I, who've been in the depths of it just working through this day to day. Be sure to like and subscribe. I'd ultra appreciate if you would share it with someone who just might be going through a hard time right now and can't see the other side. Thanks so much! We'll see you next time.
Kari Lotzien: [00:30:47] Please know that this podcast is meant for entertainment purposes only. It is not a substitution for medical or professional mental health advice. If you require support, please do reach out. Thanks so much.
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