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Our mission is simple: to help entrepreneurs skyrocket their business success by leveraging the power of processes, policies, and people. Leading Behind The Scene is your weekly dose of inspiration to equip you to excel in business and life.
Episodes
Thursday Oct 05, 2023
Thursday Oct 05, 2023
- Why relationships are so crucial for a successful business
- The importance of taking risks and trusting the process
- What to do when you aren't working
- The importance of setting boundaries and remaining in one's space of competence
- Maria takes note from Michelle Obama on what to do when a working relationship goes sour
Thursday Sep 28, 2023
Thursday Sep 28, 2023
Have you ever wondered when you should create a human resources department in your company? You may think HR is just about managing paperwork and ensuring compliance. In this episode, I share how building a strong HR foundation can help you shape a positive company culture, ensure legal compliance, and adapt to the ever-evolving business landscape. We frequently talk about leveling up our business, but if you are ready to make that happen, set aside the distractions and listen to how this powerhouse function can significantly influence the success of your small business!
Topics Covered:
- Learn the significance of HR in small businesses
- Fostering a positive company culture
- Shaping company culture through policies and practices
- How to safeguard your business with legal compliance
- Discover the future of HR and small businesses and how you can keep up
- Helping your team acquire new skills to adapt to changing job requirements
- Accessing specialized expertise through HR outsourcing providers
Do you have a human resources department? If you enjoyed this episode, I would love to hear how you will begin building an HR department to help you lead behind the scene!
Mentioned Links & Resources
Connect with Gwendolyn
Thanks for joining me on this episode of Leading Behind the Scene! If you enjoyed this episode, please leave a review on Apple or Spotify to help me reach even more entrepreneurs ready to make their moves.
Thursday Sep 21, 2023
Thursday Sep 21, 2023
Do you want to enhance your team's capabilities and drive organizational growth? Maybe you're an HR professional looking to sharpen your skills or a business leader eager to bridge skill gaps within your team. In this episode, HR expert Ranada Samuel will guide us through the intricacies of skill gap analysis, tailored training programs, and creating a culture of continuous learning. If you're ready to take your HR and talent development strategies to the next level, don't miss this conversation.
Topics Covered:
- Ranada's initial role in recruiting and the observation of high employee turnover
- Assessing Current Skill Levels of Employees
- Explanation of KPIs (key performance indicators) and their relevance
- Designing processes and systems to support employees in achieving goals
- Utilizing Learning Management Systems and Platforms
Ranada Samuel is a Culture, Talent, and People Leader focused on Change Management & Organizational Development to Retain Top Talent. Her work includes Internal Mobility, DEIB, and Employee Design Experience as she works closely with Learning and Development and Talent Management. She facilitates the Change Management process within organizations as they evolve their Human Capital strategy. Her Project Management team is specifically responsible for Retention and Attrition metrics.
She’s had the opportunity to work in various industries, including Academia, Hospitality, Retail, and Financial Services, supporting clients across the United States.
Her work is a vital part of the Integrated Talent Management process that integrates all HR and management practices into an end-to-end “system” that attracts, engages, develops, and helps people progress in their careers.
She is passionate about People Operations within multi-faceted businesses and is excited to spend time with you today.
How will you continue learning in your business? What steps are you taking to acquire AND retain talent? If you enjoyed this episode, I would love to hear how Ranada's expertise and passion for people operations within multifaceted businesses will help you lead behind the scene!
Connect with Ranada
Connect with Gwendolyn
Thanks for joining me on this episode of Leading Behind the Scene! If you enjoyed this episode, please leave a review on Apple or Spotify to help me reach even more entrepreneurs ready to make their moves.
Thursday Sep 14, 2023
Thursday Sep 14, 2023
Do you want to know the secrets to building high-performance teams and attracting the best talent for your organization? Maybe you want to streamline your team operations and enhance the overall team experience. In this episode, Yolanda Rumph, a certified director of operations and talent acquisition specialist, shares her expertise in simplifying the team acquisition process. If you're passionate about finding and nurturing talent, tune in and get ready to build a team that becomes a force to be reckoned with.
Topics Covered:
- The difference between human resources and talent acquisition
- Understanding and crafting tailored questions for specific roles
- Assessing candidates' qualifications and culture fit
- Aligning talent acquisition efforts with business goals and strategies
- Building relationships with candidates and maintaining a database for future opportunities
Meet Yolanda, a seasoned professional who has mastered the art of operational excellence and launch management. As a Certified Director of Operations and Launch Management, Yolanda's expertise lies in streamlining team operations and enhancing the overall team experience.
Does your business have a clear line between HR and talent acquisition? If you enjoyed this episode, I would love to hear how Yolanda's knowledge in building a powerful team will help you lead behind the scene!
Connect with Yolanda
Connect with Gwendolyn
Thanks for joining me on this episode of Leading Behind the Scene! If you enjoyed this episode, please leave a review on Apple or Spotify to help me reach even more entrepreneurs ready to make their moves.
Thursday Sep 07, 2023
Thursday Sep 07, 2023
Does your team struggle with not having a clear definition of what their individual roles are? Maybe you see this as a potential problem and want to create a supportive environment that encourages excellence before things get too messy. In this episode, Tiffany E. Slater, Ph.D., SHRM-SCP, shares strategies for defining roles, setting clear expectations, and aligning individual goals with organizational objectives. If you are ready to dive into the world of HR, this episode is for you!
Dr. Tiffany E. Slater is the CEO and Senior Human Resources Consultant for HR TailorMade - THE human resource (HR) solution for small businesses. HR TailorMade partners with small businesses to provide seamless HR support for their team.
Dr. Tiffany has been an HR professional for over 25 years, with experience in all aspects of human resources. She also has experience in various sectors, including union and non-union, PK-12 public education, property management, manufacturing, and casino industries, to name a few.
She earned a Ph.D. in Organization Development and a Master's in Human Resources Management. She is an SHRM-Senior Certified Professional, Certified John Maxwell coach, trainer and speaker, Myers Briggs facilitator, and True Colors trainer. She is a continual learner and always willing to share that knowledge with others.
Dr. Tiffany has been a highlighted expert on the podcast “Leadership Live at 8:05: Talking Small Business” and “WorkTrends,” featured by HUAMI magazine and Shoutout Colorado Magazine, and was a featured business on “Good Morning Saint Louis.” Most recently, she spoke at the Black Innovation Alliance Sustainability Summit about Managing High Performing Teams. Dr. Tiffany has presented at the Goal Digger Annual Retreat hosted by Sistahbiz Global Network.
She has also contributed to a WorkLife article, Why Bosses Can Be Too Nice, and Why it’s Bad for Business.
In March 2022, Dr. Tiffany was celebrated as a Stellar Woman Business Leader by the Missouri Minority Business Development Agency.
Topics Covered:
- Defining role clarity and its importance in organizations
- Dr. Tiffany E. Slater shares how to integrate performance feedback into your organization
- How to make performance feedback a part of culture
- Recognizing and handling underperforming employees
- Documenting and Summarizing Performance Feedback
- The use of touch-base meetings and forms to facilitate regular feedback
How will you implement these strategies for a more productive and supportive work environment? If you enjoyed this episode, I would love to hear how Dr. Tiffany's guidance will help you lead behind the scene!
Mentioned Resources
Connect with Tiffany E. Slater, Ph.D., SHRM-SCP
Connect with Gwendolyn
Thanks for joining me on this episode of Leading Behind the Scene! If you enjoyed this episode, please leave a review on Apple or Spotify to help me reach even more entrepreneurs ready to make their moves.
Thursday Aug 31, 2023
Thursday Aug 31, 2023
Do you want to gain a competitive edge in your industry by creating excellent client onboarding processes? You may be a business owner or entrepreneur looking to deliver exceptional customer experiences. In this episode, we dive into the book "Onboarding Matters" and explore the key insights and strategies it offers to transform new customers into loyal champions.
This episode is for you if you're ready to take your onboarding game to the next level and create long-lasting connections with your clients.
Topics Covered:
- Recap and wrap up the series on client onboarding
- Learn the key points from Donna Weber's Onboarding Matters
- The importance of blending technology seamlessly with human touchpoints for a holistic and harmonious client experience
- Introduction to the "order traded onboarding framework"
Have you ever considered the importance of providing a clear end to the buyer journey and a great beginning to the customer journey? If you enjoyed this episode, I would love to hear how this onboarding series has helped you lead behind the scene!
Mentioned Resources
Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Champions
6 Ways to Successfully & Seamlessly Onboard Your New Clients
Connect with Gwendolyn
Thanks for joining me on this episode of Leading Behind the Scene! If you enjoyed this episode, please leave a review on Apple or Spotify to help me reach even more entrepreneurs ready to make their moves.
Thursday Aug 24, 2023
Thursday Aug 24, 2023
Are you starting from square one with each client's onboarding process? Maybe you don't even have a process in place, and you're just winging it, piecing everything together, and hoping you've managed to tweak all the crucial parts of your contract correctly. In this episode, I show you how to get your act together with well-structured frameworks for seamlessly integrating clients into your business. If you are ready to implement standardized systems, establish clear communication channels, manage expectations effectively, and enhance your overall client experience, this episode is for you!
Topics Covered:
- Creating a digital welcome kit
- Standing out with a client portal
- Automated onboarding communication sequences
- Implementing onboarding surveys
- Using templates to avoid reinventing the wheel
- Importance of having a centralized repository
- Developing a documentation library for training videos
Have you created your library yet? If you enjoyed this episode, I would love to hear how you will start using templates and videos to help you lead behind the scene!
Mentioned Resources
6 Ways to Successfully & Seamlessly Onboard Your New Clients
Connect with Gwendolyn
Thanks for joining me on this episode of Leading Behind the Scene! If you enjoyed this episode, please leave a review on Apple or Spotify to help me reach even more entrepreneurs ready to make their moves.
Thursday Aug 17, 2023
Thursday Aug 17, 2023
Do you have all your client interaction bases covered? This could include celebratory dates for your clients as well as unexpected cancellations. In this episode, I share my secrets behind creating systems that protect me and help me retain and build stronger relationships with my clients. If you are ready to improve your client retention and show you care, this episode is for you!
Topics Covered:
- Sending special gifts for important dates and milestones
- Importance of mapping out processes before making investments
- Preparing personalized email templates for quick responses
- Establishing a follow-up system after initial calls to close sales
- Importance of easy-to-fill forms and questionnaires for smooth onboarding
- Questions to consider for billing policies and cancellation policies
What are some of your favorite tips for standing out to your clients? If you enjoyed this episode, I would love to hear how you will start exploring systems and procedures to help you lead behind the scene!
Resources & Links Mentioned
6 Ways to Successfully & Seamlessly Onboard Your New Clients
Connect with Gwendolyn
Thanks for joining me on this episode of Leading Behind the Scene! If you enjoyed this episode, please leave a review on Apple or Spotify to help me reach even more entrepreneurs ready to make their moves.
Thursday Aug 10, 2023
Thursday Aug 10, 2023
Are you confident that you have all your client's contact information in a system that is easily accessible? Can you wholeheartedly identify all your client's goals and expectations? In this episode, I share the key factors contributing to a successful client onboarding experience, such as communication, personalization, and managing expectations. If you are ready to kick your client experience off with a bang and stay on course, this episode is for you!
Topics Covered:
- Beginning your process improvement with a good heart
- Taking stock of your client onboarding process
- Four key things to do in your improvement process
- Finding the holes in your current onboarding process
- Common onboarding problems and how they can be easily fixed
- How to get clients to book their initial kickoff call
- The dangers of unrealistic expectations and lack of communication
- How to set the tone for the relationship
- Setting up follow-up calls and avoiding client abandonment
Does your onboarding process result in the understanding of your client's goals? If you enjoyed this episode, I would love to hear how you will start asking questions early to help you lead behind the scenes!
Connect with Gwendolyn
Thanks for joining me on this episode of Leading Behind the Scene! If you enjoyed this episode, please leave a review on Apple or Spotify to help me reach even more entrepreneurs ready to make their moves.
Thursday Aug 03, 2023
Thursday Aug 03, 2023
- What client onboarding is and why it is important
- How onboarding is the step you have the most control over
- Why a thorough client onboarding system will save you time, money, and sanity
- Preparing a thorough client onboarding system