Podcast Archives

EP 253: Discovering The Joy of Missing Out With Inkwell Press Founder Tonya Dalton

Dec 3, 2019

Our self-talk keeps us on the edge, always wondering if we’re good enough, smart enough, or tough enough.

Tonya Dalton would like us to know there’s another way. In fact, Tonya has worked hard to rewrite her own stories, clean up her own self-talk, and embrace the joy of missing out.

Tonya Dalton is the author of The Joy of Missing Out and the founder of Inkwell Press. She’s also the host of the hit podcast, The Productivity Paradox.

I wanted to talk with Tonya about how embracing the joy of missing out has transformed her own self-talk as an entrepreneur. We chat about the glorification of busy in today’s culture, the litmus tests we subject ourselves to, how we can rewrite stories that aren’t serving us, and how Tonya actively chooses what she wants to miss out on so she can embrace more of what she really wants out of life and business.

EP 252: Making New Clients Feel At Home With SmartStart Founder Linda Lopeke

Nov 26, 2019

For our final episode on our series on designing exceptional customer experiences, I spoke with Linda Lopeke, the founder of SmartStart.

Linda knows that customer service starts long before the first purchase is ever made.

She’s designed her entire client on-boarding system to set clear expectations, ensure fit, and make new clients feel at ease. Instead of crossing her fingers and hoping she doesn’t run into customer service problems, Linda has crafted a process elevates her client experience.

I talked with Linda about the lengthy application process she uses, why she interviews every prospect before they can work with her, and how she brings on a new client step-by-step.

Play close attention to all the opportunities Linda has to set expectations throughout the process and reduce the friction of doing the work.

EP 251: Teaching Customers How To Use Your Product One At A Time With Tyme Iron Creator Jacynda Smith

Nov 21, 2019

Today, we’re examining customer service that might not scale but has helped the company create massive growth.

The Tyme Iron, created by today’s guest Jacynda Smith, is a unique hairstyling tool that’s meant to replace both your flat iron and your curling iron so you can create a variety of styles for medium-length to long hair.

When you look at it, you get it.

But when you use it? Well, that can be a different story.

Faced with questions and even some frustration from new users, Jacynda made an interesting choice. She decided to FaceTime her customers, one at a time, and walk them through the process of creating the style they wanted to create with their new Tyme Iron.

In other words, Jacynda made the choice to do something that doesn’t scale.

But instead of abandoning that choice as the company grew, she doubled down.

As you’ll hear, the company now employs 5 full-time virtual stylists whose job it is to sit down with new customers, one on one, and help them style their hair with their new Tyme Iron.

I had to know how this process is managed, plus I wanted to know how investing in this premium customer experience has benefitted the company overall.

EP 250: Creating Wildly Fun Client Experiences With Allie LeFevere

Nov 19, 2019

Allie LeFevere is the co-founder of Obedient Agency—a full-service humor marketing agency.

Truly, the first time I landed on their website, I can describe my experience as nothing less than surprised and delighted. It’s not funny for funny’s sake—it’s humorous for clarity’s sake. Every piece of it serves to define who they are, what they do, and who they do it for in the most unique ways possible.

I had to know how this brilliant branding & positioning functioned on the inside. Had they designed equally surprising & delighting client experiences?

Yes, of course they have.

Allie and I talk about how that website got built—which is a great look at the brainstorming process they use throughout the agency. We also chat about how they infuse humor into every touchpoint they have with a client, how they manage each client touchpoint, and why client fit is such an important piece of the puzzle.

EP 249: Standing Out With Exceptional Customer Experiences With Project Army Founder Viktor Nagornyy

Nov 12, 2019

Viktor Nagorynyy is the founder of Project Army. What started as an SEO and digital marketing consultancy has blossomed into a full-service website support & hosting company that prioritizes customer service and experience.

Viktor shares how doing the opposite of what everyone else is doing has led to big results, why customer service is so important to him, how prioritizing customer service has helped the company grow, and how he utilizes social media to offer help to anyone—even if they’re not a customer.

EP 248: What’s Working In Setting Boundaries While Delighting Customers With Coach Nicole Lewis-Keeber

Nov 7, 2019

Nicole is a Licensed Clinical Social Worker turned business therapist & mindset coach who helps entrepreneurs identify the patterns that cause friction and dysfunction in their businesses. She helps them identify trauma of all kinds, rework habits, and redefine relationships—with themselves, their team members, and their businesses.

I wanted to ask Nicole how she helps her clients establish strong & clear boundaries while maintaining exceptional customer experiences in their businesses.

We talked about how to know when you have a boundary problem, why unclear communication is unkind, how to renegotiate boundaries when there’s a problem, and what kind of routines we can put in place to keep boundary issues from happening in the first place.

EP 247: Managing Exceptional Client Experiences In Less Time With Coach Ashley Gartland

Nov 5, 2019

Ashley is a business coach who specializes in helping overwhelmed, frazzled entrepreneurs streamline their businesses and work less—while they continue to grow.

Ashley took me through her whole client process—from on-boarding, to communication, to workflows, to off-boarding. You’ll learn about how she manages the whole client experience through a customized Trello board both she & the client accesses. And you’ll learn how she’s streamlined her own packages to allow her to provide the best experiences.

This interview—and this whole month—is going to be full of aha moments you can immediately apply to your own business to find what works.

EP 246: Learning From Your Mistakes With Leadership Developer & LMFT Rebecca Ching

Oct 29, 2019

I spoke with one of my oldest business friends, Rebecca Ching, about some of the mistakes she made when she took a huge leap forward in her therapy business and opened a multidisciplinary brick & mortar practice. Today, Rebecca is both the founder of Potentia Therapy and an Integrated Leadership Coach helping entrepreneurs and leaders navigate the complexities of leadership today.

Rebecca shares both the errors in her execution and the errors in her thinking that led to some difficult years.

She also gets into some deep reflection around her personal identity and sense of worthiness that really resonated with me. For many of us self-described “achievers,” making a mistake or failing at a venture isn’t just a set back—it rocks us to our core.

If that’s you too, I think you’ll especially appreciate this conversation.

EP 245: Coaching Yourself To Stick With It With Original Impulse Founder Cynthia Morris

Oct 22, 2019

Cynthia Morris is the founder of Original Impulse. She coaches writers, artists and entrepreneurs to get out of their own way so they can finish projects that matter. She’s also the author of The Busy Woman’s Guide To Writing A World-Changing Book.

Cynthia and I talk about her 20 year journey of business ownership, creative exploration, and coaching. I ask her about the lessons she’s learned along the way and how she’s kept the business going for over 2 decades.

Pay close attention to the commitment she made to taking risks and the willingness to do the hard creative work she asks her clients to do.

EP 244: Managing Anxiety As An Entrepreneur With Supernova Collective Creator Jo Casey

Oct 17, 2019

The Nitty-Gritty: How coach and business strategist Jo Casey manages her anxiety as an entrepreneurThe situation that revealed just how big an impact anxiety had on how she ran her businessHow setting clearer boundaries and doubling her rates helped to get back on...

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