Leading a virtual team presents a unique set of challenges. As a leader, it’s up to you to create a collaborative, supportive atmosphere among people who are separated by distance, time zone, and culture. Your remote workers need to feel they are part of...
“I look for information longer than I actually use it,” said a client to me once. It’s no wonder! More often than not, the very information storage tools that are supposed to make information readily available, send us on a wild goose chase. The sheer amount of...
Sarah opened her client metrics spreadsheet and stared at it — trying to make sense of what she was looking at. The spreadsheet still resembled the template they had originally shared with a client to use, but the client moved a few things around,...
Are you imposing systems (processes/workflows) on your business? You are if following that system feels like hard work, unintuitive or unnatural. It can happen when you are trying to implement a “proven” system that’s misaligned with how you work or your values. ...
In today’s digital economy, more and more teams operate virtually. While there are a lot of benefits to working on a virtual team, this arrangement can make it difficult for team members to connect and form strong relationships. Yet these relationships are crucial for...
One of the most challenging parts to scale as the business grows is customer experience. Especially, if exceptional customer experience is your core value. If that’s the case, you take immense pride in the kind of results you create and how your clients feel when they...
Your customer base is growing, which is exciting! But so does the quantity of email your team has to answer on a regular basis. What do you do? Hire a new customer support person? Not necessarily. Before exploring the option of hiring a new person, it would be...
I was born in the USSR. I left the country a long time ago—it’s been over 20 years now—but something from my past has always haunted me. That something was my affinity for rules. I believed that my need to follow rules was ingrained in me by the Soviet regime. In my...
Did you ever count the number of tools you use to run your business? If you haven’t, don’t venture into it without a glass of wine. In a world where almost anyone can create a tool or software, new tools or software pop up all the time. Which gives us a huge variety...
Keeping a client who sees your service as an expense versus an indispensable investment is practically impossible. It is especially problematic for agencies―marketing, social media, PR―that work with clients on a retainer basis and where deliverables may vary from...
