The Labor Shortage, Authenticity, and Bottlenecks
The Labor Shortage, Authenticity, and Bottlenecks
What motivated you to pursue entrepreneurship?
I remember saying, "I just want to have control over my time." I wanted to be able to wake up and choose what I was going to do, whether it was X or Y, and have that freedom. That’s what drew me to entrepreneurship—the ability to make my own choices every day. Now, I don’t always make the best decisions, but I still get to make them, and that’s what matters to me.
Why is continuous improvement vital for business success?
One of our core values, and something I’m passionate about, is “always improving.” When I interview team members, I tell them the quickest way to get fired: if I ask why they did something a certain way and they say, “Because that’s the way we’ve always done it,” they’re out. I want us to always be asking how we can do things better, how we can serve our clients and families better, and how we can create more freedom in our roles.
For years, clients and prospects suggested there might be a better way to deliver our services. I resisted because I thought, "That’s not my vision; that’s your vision." But through a series of impactful events and wise words from people I respect, I had a moment of clarity. It was as if I’d been tapped on the shoulder, but this time, it felt more like a smack on the head, telling me, “This is the direction we need to go.” I don’t yet know all the details or the exact path forward, but I’m confident this is where we need to head.
Why is clear communication essential for empowering a team?
I’m passionate about the process. For entrepreneurs who believe no one can do things as well as they can, the real reason others don’t meet expectations is they don’t know what’s expected. If your team knew how you envision tasks or deliverables, they’d probably bring even better ideas and elevate the results. I’ve seen this happen with my team and with clients’ teams. But you need to get that knowledge out of your head. You can’t be the bottleneck when it comes to delivering a great customer experience.
Start by sitting down and writing it out or, even easier, record a video. Set up your phone, hit record, and talk through the process as you work. This gives your team a clear understanding of what you want, empowering them to deliver consistently.
What are the benefits of delegating work to a team?
I used to believe no one could work with clients and coaches as effectively as I could, and I built my business around that belief. My first hire seemed like someone who might be able to help with clients someday, but I held on tightly to the client work. Then I got very sick and couldn’t coach for a few weeks. She stepped up and offered to take over, and I thought it was going to be a disaster. But the clients loved her approach. She had a different style and was much better at nurturing than I am. That was the moment I realized I should have let go sooner.
*This interview has been edited and condensed for clarity.*
