Transition is defined as the process or a period of changing from one state or condition to another.
And what’s one thing we all need during times of transition? Support. Because not all transitions are easy. But where do you go for support when you’re an athlete, and you’re transitioning from the world of sports to whatever may be next? That’s where Danielle Berman, a member of the Momentum Activators Program, can help. Danielle is the founder and CEO of Tackle What’s Next – the premier community and support team for athletes transitioning from sport to what’s next. With so much of an athlete’s identity tied to their sport, Danielle aims to disrupt the cycle of identity loss for athletes in life after sports and recreate a sense of team to help them find their purpose. Structure, community, and accountability are what Danielle and Tackle What’s Next bring to athletes as they use their unique skills, interests, and passions to transition – and be successful – after the game. (And isn’t that what we all want?) Of course, we’re not all professional athletes, but what Danielle shares applies to business leaders as well. Be sure to check out Tackle What’s Next and her Playbook Blog – because I’m positive you’ll love what she’s sharing. Please comment below. I would love to hear from you.
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What do businesses need to know right now about the protests and the impact it is having on business owners?
Dr. Herold is sharing what businesses need to know right now about the protests and the impact it’s having on business owners. As a black, Haitian-American, and owner of a business, he’s the perfect person to engage with in this conversation. “We thought that COVID-19 was going to be the worst of what we had to endure in 2020, and then a video surfaced of a man named George Floyd. And we find ourselves asking how a 911 call for a counterfeit bill led to somebody dying on the streets of Minneapolis at the hands of a police officer.” It was stated that it was standard protocol for the store to call 911 for the counterfeit bill. I think where the injustice and outrage came from is that people wondered where was the standard protocol for the police officers in apprehending and dealing with Mr. Floyd? That’s where the outrage came from. The fact is that he was unable to breathe properly for eight-plus minutes, and you find yourself asking, “How did this happen?” He didn’t look different than anyone else – other than being an African American person. And he died. As a father, I’m thinking, “Man, you know what? This could be me. This could be my son or my daughter.” This is also coming on the heels of Ahmaud Arbery, who was a young man that was shot down in Georgia, and then Breonna Taylor, who was a young lady that was a civil servant and was killed in her own home. And these things have been happening over the past few years. We all remember Trayvon Martin. In Baltimore, there was Freddie Gray. Within the African American community, we find ourselves asking, “When is enough enough? When are we going to change the policies?” Of course, you can really legislate good thinking. If somebody has been raised to think differently about somebody, you can’t legislate that out of them; you can’t get rid of systemic racism. But you can put some policies in place to protect oppressed people. “You can’t take out the systemic racism from people who have learned it from generation to generation, and that’s what they grew up with. But you can do things to protect a class of people who have been consistently and constantly oppressed and done so with public policy and with ignorance.” As a business owner, how do you bring these conversations into your work? And what changes do you think need to be made for businesses to address – or not address – these things? I was telling you earlier that you actually had a really good segment with Bob Graham. He said you have two scenarios. You can say that the business is not going to take any stance, so that you don’t alienate any clientele or staff members that might be working with you. And the alternative is to at least create a safe space so that at least you address it, and you address the elephant in the room and create a safe space for your employees and staff members so they can talk about it. This allows your employees to feel free to openly discuss and talk about the current situation without judgment and without malice. Our company, MSI, we have at least done the latter. We have at least addressed it in an office meeting. Whenever there is any unrest or anything socially going on, we’ll bring it up. We do know that it does cause some tension in the office environment. It does cause stress, and it does cause people to react differently in the moment. Sometimes in our office meetings, we just want to clear the air, and we say, “Hey, look, we know this is going on. If anybody wants to talk about it, or if there’s anything that we can do to help anybody, whether it’s on the mental health side of it, or whether it’s anything that we can do to talk about it and address it – let us know.” I think that is something that shows the employees that they’re valuable to me not just as an employee – but as a human being who has feelings. “It’s not just your employees that are dealing with these things; it’s your clientele also. They will see that you’re willing to open up these conversations, to hear the voices that, perhaps, have not been heard, and to be willing to accept that there are feelings that come along with this, and it’s not okay just to pretend that it doesn’t exist.” Somebody said, “You know it’s not like there is that much more racism going on right now. It’s just being recorded more.” And I think that with Facebook and people sharing their feelings and this and that, things are just coming more to life. You know, the chickens are coming home to roost. If we’re all going to live in this world together, then we’re going to have to create these spaces to deal with them. I’m remembering back to the civil rights movement, where you really didn’t see a lot of white America taking part in the marches. It was mostly the black people in Birmingham and the bus boycott. But it was when Bloody Sunday happened, when now Congressman John Lewis, along with countless others, were marching across the bridge peacefully, and they were beaten and attacked by police. It was recorded for the world to see. And it was around that time that King also wrote a letter from the Birmingham jail, which I encourage everybody to read, because Dr. Martin Luther King, was writing to the white clergyman that were telling him that now is really not the time to protest and now is really not the time to march. They said he was becoming an agitator and that he was trying to disrupt things. The white clergy said that we have a peaceful society, a law-and-order society, and asked Dr. King why he was messing things up? In his letter, which again, I encourage everybody to read because it’s a very long letter, but it’s very impactful, he asks, “When is the right time to protest?” So often, the Negroes have heard, “Wait.” And wait has been synonymous with never when it comes to when is a good time to protest. With the NFL not too long ago, there was a peaceful protest by Colin Kaepernick, which drew different sides on Facebook, and whether you agreed with what he did, he was still doing it peacefully. Now you see certain football players calling out certain teams because they’re like, “Hey, wait a minute. Now you’re with us and talking about the blackout because the streets are burning and all of this stuff.” Well, when somebody was trying to do it peacefully, they said it was about the flag. They said it was about all these other things when the very person that protested said it was about police brutality. There is no one right way to protest that’s going to make everybody comfortable. I definitely do not agree with the violence and the looting. I do think that there are other outside agitators that are trying to corrupt the message that people are trying to do with their peaceful protests. But we have to look beyond that we and we have to call that out as well. I do want to take my time to say that my best friend is a police officer. He’s in the first precinct in New York City, which is going crazy right now as well. I have countless patients that are police officers, and to peacefully protest does not mean that you’re against police. To peacefully protest and to demand justice for not just George Floyd, but to say, “Let’s change the policies so that those that are crossing the line are held accountable.” is not being against the police. Let’s also celebrate the police because they have a heck of a hard time trying to bear the burdens of society. I feel like too many times when there’s something wrong with society; we want the police to fix it. But it’s not a police officer’s job to fix everything wrong with education. It’s not a police officer’s job to fix everything wrong in society. When things blow up like this, they’re looked at as the antagonist. And I do want to take this time to say, No, it’s not all police officers. The majority of people in law enforcement are doing the right thing, and they are walking with the protesters, and they are doing what they have to do to make sure that the communities in which they serve know that they have their back. But what do we do when things go too far and certain people cross the line? How do we protect not just African Americans but all citizens, and I think that’s where the conversation is going. That’s why the world is waking up, and this is really a fight for humanity because no one person should die on the streets while being apprehended. I’ll end with a story. I told you I was Haitian American, and my parents came here because there was a lot of political persecution in Haiti. One time, I was maybe 11,12 years old, I came home, and my grandmother, who was very strong, probably one of the strongest women that I know, was crying profusely. I said, “Man, what’s wrong with her? Why is she crying?” And she was saying, “Oh, they killed Claudie. They killed Claudie.” My mother had a cousin named Claudie, and because the government was unchecked, it got so corrupt that the dictator and the political class had their own secret police – kind of like a Gestapo. Those individuals that were corrupt police officers, they basically beat one of my cousins because he had a radio show that was talking about the government and talking about mobilizing; he wasn’t really talking bad, but about he was just trying to mobilize and trying to get laws passed, and they killed him. They brutally murdered him, And at that time, when I said, “Wow! Well, I’m glad that’s only happening in Haiti, and I’m glad that’s not happening in America.” And now, as I’ve grown up, and I see stories unfolding, it’s happening in America. We’re better than this. We are the city on a hill. We are the beacon of light that all other countries want to come to. But if we want to live up to our values that every man is created equal and that every man can pursue life, liberty, and happiness, then we have to be able to have these conversations. And we have to be able to not only have these conversations but to demand justice. Because a lot of times the freedom is not given, it usually has to be demanded by the oppressor. That’s where we are right now. And I think we can do it peacefully. But we can also engage the community so that we can increase voter turnout. And we can engage communities so that we start reducing all the other issues that we have in black America – such as housing prices, drugs in the community, and education. But right now, the light is shining on the criminal justice system. Some things I would encourage everybody to read that letter from the Birmingham Jail. There’s a great Netflix movie that talks about the criminal justice system called “13th” on Netflix, and if you haven’t watched that, I would definitely watch that. There are groups in Baltimore that are trying to not just work together with the police, but also trying to reduce the violence that’s going on within the community. There’s one that’s called “We Are Us,” and it’s a bunch of men from all different faiths and backgrounds, and they walk the streets of Baltimore, and they’re talking to the young kids and trying to show them that there’s a better way. There are plenty of things going on. It’s may not be on CNN, Fox News, and MSNBC, but they’re happening. That’s what I think your community, meaning basically white America, should see – and not just look at what’s on the news, but really talk to people, open up the conversation and talk to people that are doing things in a positive way to improve the community, then we’re going to go a whole lot further than just seeing riots on TV. 3 Action Steps
Connect with Dr. Herold at on LinkedIn. Please comment below. I would love to hear from you. I was always at the top of my class.
Getting good grades in school was expected because my parents knew that I was capable. I remember hearing that other kids received payments for “A’s,” and I brought this idea to my parents, but they weren’t interested. The grade mattered less than doing your best. That was the expectation. Sitting in the Small Business Development Center, across from my first business coach, he asked what my close rate was. I wasn’t as business savvy then. I had to ask for the explanation, “How many people decide to work with you once they learn about your service?” “Oh, that’s easy, almost all of them,” I responded. I could see the look of skepticism. And asked, “That’s not unusual, right?” Wrong. It was very unusual. The discussion continued on goals and my success at reaching them. I stated matter-of-factly, “I achieve ALL of my goals. After all, I teach people how to set goals. I should be able to do it myself, right?” It wasn’t long after that that I began reaching beyond the familiar. I started moving into areas that stretched my imagination and success rate. My close rate dropped. And so did my goal achievement. What I didn’t know then – or didn’t have the term for – was that I was a “High Achiever.” One night when the early Sappari Solutions, LLC team was enjoying dinner together, we went around the table and shared one word that described the person next to us. My good friend’s husband said, “Achiever.” That was me! I accepted it and embraced it. I felt “seen.” And then, the night that I was admitted to the hospital at 31 years old for chest pains, he adjusted my title to “Overachiever.” And I’m not the only one. There are others out there like me. Maybe you are an overachiever, too. We have a tendency to surround ourselves with people who think like us. But is being an overachiever all it’s cracked up to be? VeryWellMind shared this about overachievers: “Overachievers tend to believe that the only thing that matters is reaching the outcome. They judge themselves by this standard and they also believe that others judge them in the same way. Failure is not just part of the process for an overachiever—it is how they measure their worthiness. Poor outcomes can be devastating, so an overachiever will go to any ends to avoid such failings. When they do reach a goal, an overachiever is more likely to experience feelings of relief that they were able to avoid failing. Rather than feeling pride or joy in their accomplishment, they are simply relieved that they have not failed.” And throughout high school and college, we experienced very few – if any – failures. We knew the steps we needed to take to achieve good grades and get that diploma – often with honors. Then, as we stepped into our professional careers – often in the corporate world – we knew the steps we needed to advance and move up the ladder. And we did it. So, of course, when we made the transition to becoming a business owner, we thought that we were unstoppable. We’d done it before. Followed the steps. Success occurred. Failure was not an option. Yet maybe you experienced missteps along the way that were costly. Perhaps success took longer than you thought it would. Or you experienced failure. Because when you are the leader/owner of a business, there are no set rules or books that are going to show you the one and only route to achieve success. The path meanders. There will be roadblocks. Some routes will take longer than others. You’ll reach dead ends. Failure will occur. And while your brain is saying, “Failure is not an option,” – you should be saying, “Failure doesn’t define me.” Because truly, failure is a learning opportunity – if you just take the time to look at it as such. Please comment below. I would love to hear from you. Do you have five minutes? Well, 5 minutes 12 seconds – to be exact!
Sure, you could answer a couple of emails or return a few phone calls, or you could get started with something that could transform your business. Because with five minutes, you can get started with the Productive Profits System. That’s right – in that short amount of time, you can watch Video #1: What’s Holding You Back From Your Next 6-Figure Income Stream. And I’ve got to ask: Do you know what’s holding you back? Video #1 shares several scenarios that answer that question – and one of them (or a combination of them) most likely applies to you! (Yes, I could tell you what those scenarios are – but I encourage you to check out Video #1! Remember – it only takes about 5 minutes! The Productive Profits system is all about leveraging your expertise, simplifying your business, and maximizing your revenue. It’s the ultimate system to help you make “Work smarter, not harder” a reality. Please comment below. I would love to hear from you. “You’ve got to spend money to make money.”
We’ve all heard this phrase. In fact, it’s thought that this phrase comes from the Roman playwright Titus Maccius Plautus, a poet and philosopher who lived from 254 BC to 184 BC. (There’s some trivia for you that will razzle-dazzle your friends!) But is it true? How do you balance cutting expenses with the customer experience? After all, Nathan Willard on “What Businesses Need to Know Right Now” shared that we’re now doing business in the time of the experience economy – a time where it’s not about the product or the service you provide – it’s about the experience you provide. (If you missed this conversation about the experience economy – you’ve got to check it out!) Knowing that we’re doing business in the time of the experience economy is especially important because when we focus on the customer experience, we cut out the noise. Cutting that noise out means our focus is where it should be – on our customers. But, of course, we need to keep an eye on our financials. So, what’s a business to do? Well, what if you could do both. Improving the customer experience often hinges on the things you take for granted or undervalue – but that cost very little. They’re things like:
You probably read that list and said, “I do those things!” – and if you don’t do them, you may have thought, “Those things cost little to nothing to implement.” And they’re all part of delivering an exceptional customer experience. But let’s flip the coin and talk about cutting costs. MIT Sloan Management Review shared “To Cut Costs, Know Your Customer” – and it’s spot on! They said your focus should be on three things:
And there are lots of ways to go about these things. It’s not a one-size-fits-all approach to doing business. You might:
So, yes…cutting costs can improve the customer experience. They’re not mutually exclusive. I know that when I set my goals for 2021, so much of this was on my mind – and if it’s on yours, reach out to me. We can talk through your plans to make it ALL happen in 2021! Please comment below. I would love to hear from you. As a business owner, what are some of the things you saw as you went to apply for various grants and funding and loan options?
The main thing that I found out from people that didn’t have their papers is that they needed their EIN number (tax ID) documented – which was something that the PPP (Paycheck Protection Program) required – and trying to call the IRS and get through wasn’t happening. Also, you had to have a business bank account. I heard from several people who always kept their personal accounts and never transferred over to a business account. So, that stopped them from moving ahead. You also needed some Articles of Organization. Obviously, your state paperwork had to be in order, and you had to have different business licenses. A lot of people didn’t have that paperwork together. “Even as an established business, you want to make sure you have everything in order – so that if an emergency arises, you’re not scrambling to get things together.” As a company that’s owned by two people of color, what things are affecting your business? What do you think businesses need to know from that perspective? Everyone needs to be empathetic right now and consider what you’re posting. A lot of people have automatic posts going out. Sometimes you have to reconsider the climate in which you’re posting something. Something that could have been funny, may not be now. If you’re going to stand in solidarity with either group, and again, I’m not telling you what side to choose, but people need to take a stance and be willing to own that space. If you are a person for Black Lives Matter, or if you are on the other side of All Lives Matter, then make that known – this way, people can spend their money accordingly. I also think it’s important for us to realize that we have to diversify our companies across the board. Who are we? Who are we serving? Who’s on our boards? Who’s the head of the company? What do they stand for? It’s also important to understand this when it comes to social media. Not everyone should be talking for the company. Just because you’re the owner of the company, you might not be the best voice to get your point across because sometimes people will say things in the moment. For example, Drew Brees, who then saw how his words hurt his family and teammates. He had to come back and say something new. So, sometimes maybe running things by the internal office, your PR and media team to say, “We want to make this statement, but it doesn’t read the way we want to…” and I always go back to: A joke written down doesn’t always get a laugh when you say it out loud. “The World Economic Forum says that “empathy is a sustainability tool that can help us create a far better environment in which to live and work. It is both something we can learn how to use and a resource that we can use to learn.” What can companies be doing right now to assist college students? You have the best opportunity right now as a business owner. Now you have thousands of high school students who are heading into college and regular current college students – at home. And you can do virtual internships for them. So, maybe someone comes on to your PR and marketing team. You can allow them to come on via Slack and Google Hangouts and all of these other meetup opportunities and work with your PR team to get experience. You can have them join you and work on your website and your web design. It’s a great opportunity for established business owners. You want to make sure to be fair – that you’re not really too much of a startup where they’re not going to get the information and the opportunity they would normally get. Because remember – it’s already skewed because they’re not in the office with you. Someone’s not sitting side by side with Nettie learning the ins and outs of your business. You want them to get the most exposure that they can, and make sure that you have someone that can handle that new task of managing. We have a great opportunity right now to bring on students and give them great exposure. We can help them through this process because their education just stopped. “If you’re an established business, have you thought about the opportunity to offer someone an internship with you? What skills can you teach and share? What might an intern bring to you?” 3 Action Steps
Be sure to connect with Keri Herndon-Brown on her website or LinkedIn. Please comment below. I would love to hear from you. I hope you had a chance to read Tuesday’s email and the “What Businesses Need to Know Right Now” interview with Nathan Willard. He discussed the experience economy, being aware of the experience you create for your customers and communicating your story. (If you missed it, you can watch the video here!)
It got me thinking about some of the ways to improve the customer experience. There are certainly lots of ways to go about it – but one way is to find your niche. We hear this a lot, but when you have a niche that you are truly passionate about – it shows in all you do – and that includes the customer experience. And that brings me to today’s tool – or in this case – person – Sherene Rapaport. Sherene has over 20 years of experience working with fundraising and memberships organizations – and she’s definitely found her niche – and the experience she delivers to her customers is second to none. She focuses on non-profits and helping them develop membership and funding through marketing campaigns and data analytics. Her expertise lies in designing and executing strategic, multi-channel outreach strategies with a focus on individual donor and individual member acquisition, on-boarding and retention. And when you talk with her…you can hear and feel the enthusiasm she has for what she does – and her clients feel the same. If you work with non-profits, you may find that you and Sherene could merge your talents to create real synergy! Don’t hesitate to reach out to Sherene – you’ll find her contact info in the link above! Please comment below. I would love to hear from you. What is the experience economy?
I didn’t invent the term “experience economy.” There’s a book called “The Experience Economy,” and the basic idea is that in the past, we had an economy based on commodities. Then we experienced the Industrial Revolution, and we started to focus on products. Now we’ve switched to services. And the experience economy takes it a step further. It’s not commodities. It’s not about the product or the object that you sell. It’s not even about the service that you sell. It’s about the experience that you’re providing. The pinnacle example of this is Disney. Anybody who’s ever been to Disneyland or Disney World or encountered Disney at all understands that Disney is not just about products or services; it’s about the entire experience that they provide for their customers. So, the basic idea is that no matter what your business is, realize that what we’re actually selling is the experience. And our customers want transformative experiences. This is something we need to realize now, and no matter what the future brings, that’s something that we need to always be paying attention to – no matter what our business is. “Have you put any thought into the experience you are providing for your customers? While initially, you might be able to provide them a product or service they need, eventually, that will not be enough with the number of choices that consumers have available.” Why is it important right now for a business to be aware of the experience they are creating for their customers? Most people have had it drilled into their head that you’re not supposed to be selling features; you’re supposed to be selling benefits. And that means explaining what you do and if it’s a product, to explain the benefits to the customer. Now we’re moving to selling the experience. And while I don’t know that it’s more important than ever – it definitely has applications today. We have two major crises happening at this moment. One is COVID-19, and the other that is happening has to do with the riots, the police, and the political world. So, every business needs to consider how these are going to affect their clients. When you’re working with your current customers or trying to attract new customers, you have to think about the fears, the concerns, and the problems that your customers have. And if you’re not thinking about those things, then you’re not thinking about how they’re affected by COVID-19 or how they’re affected by the political unrest that is occurring right now. “Your clients and customers are greatly affected by the things happening outside of your business. Have you thought about this as you interact with clients? Have you tied it to the experience you are creating for them?” How do they communicate their story through the experience they provide? You have examples of businesses who have destroyed or ruined their business because their owner or CEO makes some stupid joke on Twitter. They think it’s funny, but it can ruin their business. This isn’t just about pretending that you care. It is about being aware of how your actions affect people, how they’re going to affect your business, and realizing that that is all part of what your business is about. The current atmosphere and your actions are going to affect how people see your business. It’s going to affect the character of your business and how you’re perceived. And how you respond in these kinds of situations matters to people. Or, if you fail to respond, that also matters to people, and they will notice it. Nobody gets to pretend that they don’t have to care about these things. You have to take some sort of action. “The experience goes beyond the experience you’re creating for your customers, clients, and employees. You also need to consider the experience that they’re having in the larger world and how your company fits into that puzzle.” 3 Action Steps
Connect with Nathan Willard at nathanwillard@ethosbusinessguide.com Please comment below. I would love to hear from you. Yes, you! You are BRILLIANT!
I don’t know if anyone has told you that lately, but you are. And it’s nothing to shrink away from or hide behind – especially with your business. Put it out there for the entire world to see. There are times we don’t see it ourselves. Why is that? Lifehack.org had an excellent blog entitled “9 Reasons You Are Brilliant But Do Not Realize,” and I loved the reasons they shared! Why? Because they’re things that you’re doing each and every day – and yet, you don’t view them as anything special – even though they are. #9 – You have a relentless passion and drive is particularly great. It reminded me of my transition from professional organizer to coaching. I loved organizing and helping individuals solve their organizational and clutter challenges. I loved working with my clients, and I was able to help them through challenging situations to be able to create an environment that supported them. It was a great feeling, and they got great results. But, when it was time to grow, I knew I couldn’t add any more client appointments to my calendar. I couldn’t be in two places at once. In order to serve more clients, I brought on and trained more organizers. Now, I was doing everything I had been doing originally and training and managing employees. My plate was full. The money was coming in. I was paying my employees to serve clients. I was busy running the business. It got to the point that I saw almost no clients. It seemed like my business was growing because I was bringing on more organizers and serving more clients. But I wasn’t growing. There were days that I would answer the phones or make calls for scheduling, and the person on the other end had no idea they were talking to the owner of the company. That was a wake-up call. I had outsourced my unique brilliance, working with clients and giving them outstanding results. I was busy just trying to keep the company running, doing all the little tasks that a company must complete to operate. It was time to make a change. It was time to use my unique brilliance – just in a different way. Because the passion and drive were there – but they weren’t being utilized to their full potential. And it was time to let my brilliance shine. 2021 needs to be the year that YOUR brilliance shines. You’re not going to discard it. You’re not going to outsource it. You’re not going to ignore it. You are going to embrace it. You are going to explore it. You are going to work in it. Now, if you’re thinking to yourself, “Okay, Nettie…this is a really nice pep talk…” – yes, it is. But your brilliance is not just for you. You also need to share it. Your brilliance is a skill. It shows people that the impossible is possible. It shows people that missteps aren’t life-ending. It shows people how to be their best selves. It shows people how to think outside the box and thrive. So, yes…this is definitely a pep talk, but it’s also a call-to-action. This week I’d love for you to set an intention of working in your brilliance – and sharing it. Are you ready to put your brilliance out there for the world to see? Please comment below. I would love to hear from you. Guess what? Guess what? (Yes, I’m a little excited!) I’m here to tell you that…I’ve got a NEW WEBSITE!
WOOHOO!! After months of work, it’s time to officially reveal the new NettieOwens.com website! A few of you may have gotten a sneak peek at it (as it’s been live for a few weeks now) – but today’s the official unveiling! And I’m thrilled to share it with you! Why do I love it so much? Well, I love how easy it is to navigate! You can see ALL of the current Momentum Programs, check out my latest blogs, catch up on media citings, and listen to all of the most recent interviews from “What Businesses Need to Know Right Now.” But most of all – I built it with you in mind. I wanted it to be a place where you have easy access to the things that are helping you. And I hope you love it as much as I do! Head on over and take a look – and send me a note letting me know what you think! (All you need to do is reply to this email!) And thanks again for checking it out! I can’t wait to hear your thoughts! |
AuthorBeing an entrepreneur and business owner is hard! Once you have your business up and running it's not uncommon to hit a few snags: scalability, staff retention, launching growth projects, getting enough sleep! Archives
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