When I first heard of KPIs (thanks Sue), I immediately felt dumb. I mean, what the hell is a key performance indicator? Also, why are there acronyms for everything?

Sarcasm ahead.

Anyway, back to KPIs. Apparently it is good to set these for your team, who knew?  To save you the embarrassment of asking what these are and then being mocked, let me break it down for you.

The dictionary defines KPIs as: a quantifiable measure used to evaluate the success of an organization, employee, etc., in meeting objectives for performance.

Doesn’t that clear it up for you? Essentially, KPIs are goals that you can measure, meaning you will know when a person meets that goal because you have defined what success looks like. When setting these with your team, do the following:

1. Make sure you are on the same page. Ask your employee to describe what they are responsible for, then compare to your expectations and adjust accordingly. This will help you define areas of responsibility which play into determining the KPI.
2. What is the main purpose of the role? What is it they do that has the biggest impact on your business? For example, our project managers are responsible for client retention and growth.
3. A KPI must be measurable. This doesn’t mean it will translate into dollars, it could be a behavior such as demonstrated collaboration. KPIs are easy to understand when you look at them as dollars and cents. For example, our web division is currently at $$ net revenue and by the end of 2017 they are expected to be at $$$. For a project manager, it could be keeping a client happy which results in them staying on with 834. In other words, of the 8 clients you manage the KPI is retain all of them into 2018.

If a KPI is a behavior, it could be Employee X needs to demonstrate collaboration in the following ways: attendance at all team meetings and participation in the annual strategic planning retreat. Obviously the more detailed the better.

Once the KPIs are set, be sure to schedule check-in times with the various team members to help them stay on track and to keep you apprised of their progress.

The fact is, KPIs are measurable goals. Success is defined by A and B and they will do C and D to meet A and B. I am certain that last sentence couldn’t have been clearer.

What do you think?

I just got back from being gone for 15 days. It was the longest I have traveled away from 834, my team and my dogs. It was amazing, scary, frustrating and anxiety ridden (and that was just the people I communicated with). Even though I was ‘on’ and checking emails, talking to my team and clients – it is still an adjustment when you get home.

Instead of rushing into the office and feeling frantic and overwhelmed, I gave myself a day to get shit in order on the home front. I cleaned, organized, grocery shopped, went to the vet and meal-prepped. I then sat down and planned out the next day to ensure I was the most productive.

If I hadn’t taken that extra day, there is no way I would’ve accomplished anything.

My point is, as a business owner, give yourself a break. We are never truly on vacation or not running our businesses, so do what you have got to do to get yourself back on track.

By the way, Ireland was amazing. Highly recommend.

This won’t be exciting for anyone reading it, but I’m going to write it anyways – because it is my birthday.

This past year has been exciting, terrifying and adventurous to say the least. Here are my top takeaways as I enter my 38th year.

1. The non-traditional family. I do not have a great relationship with my family, which is partly my fault and partly their fault. What I have realized in the last year is that we all have a choice. I choose my friends, my dogs and my husband. All of you have loved me regardless of my aggressive and abrasive personality. Whether I am angry, sad or reclusive – you are always there for me. From girl trips to birthday dinners to family dinners to just grieving with me – you are my family.
2. Travel. I made a promise to myself that I would travel extensively beginning in 2015 and I have kept that promise. From Spain to the Bahamas to Puerto Rico to a cruise to Mexico to Europe. As I sit here writing this blog looking out at Huddersfield, England I am filled with gratitude and happiness. Life is short, embrace it and don’t let anything stop you.
3. I love my independence. I chose not to have children or to take my husband’s last name. It may seem trivial to some or crazy to others. The fact is, I love Bode, my dogs and my career. If you don’t understand that or judge me for it, then screw you. Everyone has the right to make their own decisions and you should not have to defend your life choices.
4. Let them in. I lost my beloved Murphy this past year and it was the hardest thing I have ever endured. He was my everything, my best friend, my shadow…it is hard to even write about it now. I have never grieved so openly but with grief comes clarity. Those that accept you in the hardest of life’s moments are those you should share your life with. Say thank you, tell them you love them and grieve with them. You will come out on the other side.
5. Self-reflection is key. I have made a lot of mistakes, acted impulsively and hurt people in the process. Recognizing your faults and your strengths will only help you grow. Never be afraid or unwilling to apologize and to talk about your weaknesses, you will realize they can be turned into strengths if you are willing to listen and reflect.
6. Say thank you. I am incredibly blessed and I try my best to show this through my actions. I am still incredibly uncomfortable with affection and personal attention. This often comes off as aloof, I just would rather focus on 834 or you. So, I say thank you to all of you who have taken the time to send a card, wish me a happy birthday, send flowers and continue to reach out even if I go radio silent.
7. Do what scares you. Get up on that stage and talk about failure, admit you don’t know everything and push yourself to do what terrifies you. There is a lesson to be learned in everything you do. Growth happens in the scariest moments of your life.
8. Courage is hard. Doing the right thing and making the tough decisions takes courage. Courage means you won’t always be liked or understood, but to me it means I am making the right decision for my business and my life.
9. Owning a business is the hardest and best thing I have ever done. Hiring and working with the brightest people in my industry is humbling and fulfilling. My 834 team is amazing and I hope each of you knows that – being a boss isn’t always fun and you definitely won’t be the most popular but I wouldn’t trade it for anything.

38 is going to kick ass and that is because of all of you. Thank you for making 37 my best year.

P.S. To my sister and brother – thanks for loving me through all of those really awkward and angry stages…and the current ones.

Practice with me. Upload a selfie of yourself smiling in the comments.

Mondays, am I right? Seems like I never escape one without feeling overwhelmed, stressed and pissy. I usually go home, drink a bottle of wine and reflect on all the shit I didn’t get done.

Clearly, that is a horrible approach.

Here are my tips for staying positive during the week.

1. Gratitude. I try to write several thank you notes a week. Congratulating or thanking someone makes me feel good and they seem to like it too.
2. Begin on a high note. I write what I am thankful for on a pad of paper each morning as I get ready. It is a great reminder of what is important and all of the truly great things happening in my life.
3. Nap. I don’t do this during the week, although I might institute a new rule at 834…I do however take naps on Saturday or Sunday and it is magical. Whether you have time to nap or not, you need sleep. Studies show that adults need seven to nine hours of sleep a night. Are you getting that?
4. Read. Learning keeps you sharp and I LOVE reading about history. I am currently reading a book on the rise of the Third Reich and events that took place leading up to WWII. I try to read a few chapters every night to force myself to put down the phone. Let’s just say it is a work in progress.
5. Smile. Force yourself to smile and be positive. Even if you are faking it and want to punch everyone you see…smile. It will rub off on others and it might even become a habit.

Getting through the work week can be a challenge and it can feel especially lonely if you are a business owner. You have to weigh doing the right thing for the business with keeping everyone happy (not possible). Staying positive will only help.

So many stories.

I had a friend pose a question to me this past week on the future of social media. Will it remain an important tool for marketers? Has fake news, spam accounts and the ever present trolls reduced the value? I would also add changing algorithms and the trends towards pay to play to the list.

The networks we are all familiar with such as Facebook, Twitter, LinkedIn, Snapchat, Instagram, etc. will exist in some form in the future. Each of these companies are working to address fake news, spam and the troll issue. Does it make these networks any less valuable?

Yes and no.

The Value:

1. A two-way conversation. Social media is unique as it gives customers a platform to interact and communicate with a company. Marketing is no longer a one-way interaction where companies push out a message and customers have no opportunity to respond. Social networks are often an extension of a company’s customer service or their main portal to deal with complaints.
2. SEO. A social presence enhances a company’s search engine optimization. The more content you share and traffic you drive back to your website the better your results will be. This won’t change in the foreseeable future, how social interacts with your online presence will.
3. Pay to play. As marketers we want to focus on organic growth and save our money. Social networks give preferential treatment to the company’s that advertise, which seems kind of shitty but in reality is still a great value. Running ads on Facebook or Instagram is much more beneficial than a billboard off the expressway.

What will change:

1. The networks we are so familiar with now will evolve or become extent. What you see now is a lot of copycatting. Take the ‘stories’ feature for example.
2. Third party apps. How we manage the networks will improve with better tools coming out to cut down on the amount of time dedicated to scheduling and monitoring.
3. How we use social will most definitely change, although I couldn’t tell you how. Whether a company is using it strictly for customer service, product sales or as brand awareness…the networks will change to better serve these needs.

We will never go back to the traditional ways of marketing. Consumers are demanding more from companies as it relates to transparency, service and communication. 20 years ago the United incident would have received little coverage. Companies now have to conscious of the fact that they are always being watched and held accountable. Social media plays a large role in this and will continue to do so in the future.

I was reading a recent Inc Magazine article and they interviewed multiple entrepreneurs such as Reddit, IPSY, SLACK and Shark Tank about how they spend their day.

I thought, what a great idea! I will share a day in the life of a business owner…me.

9:00 p.m.
Go to bed. Sit in bed and check social networks then open WordBrain to remind myself how stupid words are and then send last minute emails to drive my staff insane. I then set my alarm for 6:00 a.m. to get up early to workout.

10:30 p.m. – 6:00 a.m.
Alarm goes off at 6:00 a.m., hit snooze until 7:30 a.m. Roll out of bed and head to the Keurig. Head upstairs to my dressing room to make myself into a human. Yell at Alexa to read me the news. Instantly become depressed from the news. Leave to make the 4 minute drive to work.

8:00 a.m.
Drink 2 cups of coffee and check in with the team. Talk about my dogs for 15 minutes until everyone stops listening to me. I then head into my office and check emails.

9:00 a.m. – 10:30 a.m.
Outline items that need to be completed that day, check Basecamp (our project management system) to see what staff is working on and if there are any pressing deadlines.

10:30 a.m.
Team check-in. Everyone discusses top 3 priorities to ensure we are all on the same page and nothing gets dropped.

11:30 a.m.
Realize I am dying of hunger. Ask the team what they are in the mood for, discuss for the next hour then order nothing.

1:00 p.m. – 3:00 p.m.
Client meetings, either onsite or at 834 offices. Make 10th pot of coffee.

3:00 p.m. – 5:00 p.m.
Feel nauseous from all the coffee I inhaled, begin drinking water. Write several blogs, answer emails, check on public relations activities and think about happy hour. Begin texting everyone to see who will drink with me.

5:00 p.m. – 8:00 p.m.
If no networking event that evening, go home. Drink a bottle of wine and work on multiple projects.

8:00 p.m.
Elmira the dogs…all 4 of them.

9:00 p.m.
Hmm…I think I might read my book on the Third Reich to switch up my routine. A little light reading before bedtime.

Before you go reading up on other ‘successful’ people’s routines, remember that what works for them may not work for you. They might get up at 4:00 a.m. to run 15 miles, clean their house, meditate or save the world…but who cares? We need to stop comparing ourselves to others and not give a shit what other people think.

*This was written as complete satire and truth.

Salma Hayek knows what she is talking about.

This past weekend I got up in front of an auditorium of people and talked about failure. I talked about a time in my life when I thought everything was perfect and everything was falling into place.

Then everything came crashing down – it was a shit show. I was in a really bad place and it honestly felt like life as I knew it was over.

That is the funny thing about failure, at the time you can’t see beyond it but once you are past it you can see the valuable lessons it taught you.

1. You are so much stronger than you think you are. Allow yourself the time to feel like shit, but just remember you will always come out on the other side of it.
2. It really does happen for a reason. I don’t mean in the cliche sense, but in the ‘you will be such a badass’ when it is behind you. The growth you will experience and the confidence you will gain will prove to be invaluable in future shitty situations.
3. You are not alone. Look around. Every single person you see has failed. Failure is not reserved for just you, all of us go through it.
4. Talk about it. This was not an easy one for me. Failure is embarrassing and emotional and just icky. But…others can learn from your failure.

I still look back at that time in my life and I still can’t believe where I am today in comparison. I never thought I would survive it.

Sometimes the worst brings out the best.

Entire sections of bookstores are dedicated to self-help and self-improvement. Many individuals dedicate hours and hours to the pursuit of happiness. They turn the focus inward and change their own behavior and habits and focus on the betterment of themselves. A recent Fast Company article contradicts this by stating that other people are the key to our happiness.

….Since we know that it’s our relationships—particularly with our bosses and colleagues—that determine how happy and successful we are as our careers progress, it may be worth asking some new questions. Instead of, “How can I improve?” the better question might be, “How can I start seeing more of the good in people, more often?”

In other words, trust that people have the best intentions, find the good in people and you will benefit. Seems simple, right? However, we are taught from an early age to be wary of strangers, keep to ourselves, don’t bother others and generally view situations with suspicion.

How do you shift this way of thinking? Practice. When you receive an email from a co-worker, friend, client or colleague don’t assume the worst and interpret a tone that isn’t there. Assume positive intent. See the good in people.

Research on optimism—including assuming the best of others—almost universally shows its benefits for success and satisfaction in both work and life.

By believing in the good of others, we ourselves will find happiness. Did I just sound like the Dalai Lama or what?

We are in the process of hiring our summer interns for 834 which means lots and lots of interviews. Every interview we give is treated as important as if we were interviewing the Pope, we don’t discriminate based on position.

It still surprises me how unprepared individuals are, or the lack of research done before the interview. Here are just a few of the snafus we encountered.

Interview mistakes

1. Name is not included on the resume. I really don’t think an explanation is needed for this obvious mistake.
2. No portfolio or writing samples provided. If you are invited in for an interview, bring in work samples to share. I don’t care if you submitted it electronically before, print out hard copies and hand out along with your resume to the interviewer.
3. Research papers submitted as writing sample. This might impress your professor, but an agency doesn’t give a shit. In fact anytime I get something double spaced and indented, I cringe and stop reading.
4. Chewing gum. Spit out whatever the hell is in your mouth so you can speak in clear and concise sentences. If you are sitting there chewing your cud the whole time, that is distracting as all hell and unprofessional.
5. No cover letter. Always, always, always submit a cover letter with your resume and portfolio. Customize it to the company, use humor, explain why you are a fit and be memorable.
6. Arriving late. I don’t care if had to walk from Ada, if you aren’t on time or early that tells the interviewer that the interview is not a priority.
7. Eye contact. Look up and look the interviewer in the eyes. If you are staring down at the table that gives the impression you are incredibly insecure and lack the confidence needed to interact with clients.
8. ‘Like’ and ‘um.’ You are not a valley girl – so drop the use of ‘like’ and don’t use ‘um’ to fill the silence or to connect sentences. At some point the interviewer will stop listening and just start counting all of the ‘um’s.

Interview tips

1. Dress appropriately. See past blog on dressing to impress.
2. Follow the job posting instructions. If the posting asks for you to supply several writing samples when sending our resume, then supply the writing samples. If you are unable to follow simple instructions, agency life is going to kick your ass.
3. Creativity gets you points. In the last round of interviews we held, only one cover letter stood out – in fact it was the only one I read. It included a personal story, used humor and was incredibly well-written.
4. Research. Know the person who will be interviewing you. Have questions prepared to ask about themselves and the agency.
5. Follow-up. Send a thank-you email and note. If we don’t hear from you after the interview, it doesn’t instill a lot of confidence in your desire to get the job.

One of the reasons 834 has a well-respected internship program is because we only take the best of the best and the competition can be fierce. Always ask yourself, “how can I stand out?”

I have long been a fan of Southwest Airlines. Besides the fact that their boarding process is genius, prices are on point and the staff always seems pretty damn nice – the marketing is also humorous, strategic and well implemented.

Here are the top reasons I am crushing on Southwest Airlines:

1. They listen. Every time I have tweeted them they have tweeted back, not automated responses but an actual person responding to my question or rant.
2. The content is timely. They actually answer customer questions and use video, photos and more to tell the story. For example, we have all stared out the window when a plane was being de-iced and wonder what the hell is being sprayed or who is in the bucket. By utilizing video they informed passengers on the process. They also made another one on the temperature in the cabin, because we are all wondering why the hell it gets so hot right before take-off.
3. They have crisis plan and they are creative about it. Just last year they experienced a massive technology outage, which resulted in cancelled flights, scheduling issues and the website being down. The organization employed Facebook Live for the first time ever to address the situation, and watched as its audience interacted with the content in a much more favorable way than if it had merely issued a statement. Read more about it here.
4. They deploy multiple tools. Whether it is multiple social channels, video, online advertising, storytelling and catchy campaigns (Wanna get away) – and they know how to tie everything together. For such a big company, that is impressive.

What truly makes them unique, is the fact that they genuinely care about their customers. From their processes to the communication tools they use, they are innovative and their culture reflects that. Culture is the most important strategy a company can invest in.