What is it about that name? If your name is Karen, my apologies. My sometimes partner-in-crime, Chris Andrus, wrote this great blog about standing up to customers in defense of your employees.

I can’t imagine how hard that is in the service industry, maybe you will read this and be less of an asshole to your servers. If not, stay home and make yourself some mac & cheese, cause you suck.

A lot of businesses have the approach of “the customer is always right.” One of our core values at 8THIRTYFOUR is “We Are Not Assholes,” and that applies to everyone we interact with, but that doesn’t mean we are doormats. I am fiercely protective of my staff, and sometimes that means standing up to a client if they are disrespectful or out-of-line. I have parted ways with a client due to this in the past.

Think about it for a minute, if your employee is disrespected by one of your clients and you do nothing, what does that say to them? They are less than? Their point of view is irrelevant?

Start Here:

1. Speak with your employee and ask what happened.
2. Investigate into circumstances. This could be reviewing a project, communication, etc.
3. Have a conversation with your client.
4. Come to a resolution, and sometimes that is telling your client they were out of line.

If you trust your employees, you will always err on their side. Their track record with your company speaks for itself.

The world would be better off if we all lived by the Golden Rule of treating others how you want to be treated. As a business owner, it is your job to ensure your employees feel safe and protected.

It’s time to let go of “the customer is always right,” it just isn’t true.

Be comfortable with change is the best piece of advice I can offer you. Life is going to throw a lot of curve balls your way, so line up to catch them and throw them the f**k back.

8THIRTYFOUR is 12 years old (maybe 13 – I lose track) and there is not a single day that I wasn’t surprised or caught off-guard by something; there is a reason people don’t own businesses – it is fucking hard. If you can become comfortable with things constantly being in influx, and create a plan for how to deal with disruptions – you almost begin to look forward to them (that is 100% an exaggeration), the good thing is you know how to tackle the unexpected, deal with it and move on.

The other fun part about change is communicating throughout the entire organization, in a way that is positive and exciting. Anytime there is change, there is opportunity. Stop looking at change as a disruption, instead see the possibilities that accompany it.

Next time the unexpected happens, do the following.

1. Breathe. Don’t react. Any action you take within the first 15 minutes of a disruption, is going to be reactionary and definitely not well-thought out.
2. Ponder. If I know a big decision is coming, I reflect on it. I take a few days, sometimes a week (if time allows) and let my mind look at all the possibilities.
3. Analyze. Now that you have slowed down and pondered, it is time to determine the ripple effects on your company, staff, community, personal life etc.
4. Plan. You have thought it out and you know what you have to do, write it out, timeline it and communicate it.
5. Go. Get moving, you have the plan and the ability to turn this disruption into an opportunity.

Remember, when shit hits the fan – find the opportunity and put on your positive pants.

We are blogging maniacs at 8THIRTYFOUR, we blog twice a week or more depending on breaking industry news. That is a lot of content to create, which means we have learned a thing or two along the way.

Here are some of our blogging non-negotiables.

1. It’s all about the relationship. Readers need to feel a personal connection to a brand, and that means you gotta give a little of yourself to build loyalty. We blog a lot about marketing, PR, digital, design…but we also talk about our favorite patios, stuff we do to unwind and more. Communication is all about building relationships, and to do that you have to foster a connection on a deeper level.
2. Provide value. Think ‘how-tos’ or checklists. Just recently we wrote a blog about the best times to post to social media, broken down by network. Readers could download an infographic, that they could use as a guide when scheduling social media. See…value.
3. Be funny (no pressure). Don’t take yourself too seriously, brands that incorporate humor into their content come across as more relatable and engaging.
4. Share the responsibility. No one person in our company is expected to generate all the content and we often will collaborate on blogs with each person inputting their piece.
5. Share real world results. Any company can talk about how great they are, it is when you show results of a project or campaign that readers will take notice.

These are just a few of the things we have learned from 11 years of blogging. What do you think?

Yesterday, 8THIRTYFOUR officially celebrated 11 years with our community, clients and staff. While our anniversary gave us an excuse to throw a party, our intent was much more powerful than that. Our message for the evening was the “Power of Small Business,” which we highlighted with a superhero theme. To me, small business owners are superheroes. They tackle challenges and failures on a daily basis while continuing to push forward. We have a vision in our head of what we want our business to be and who we want to help and we refuse to give up.

As a member of the Small Business Association of Michigan (SBAM), I am surrounded by super heroes every day. Associating with these badass business owners has lead 8THIRTYFOUR to truly embrace what makes us a great company. Our dedication to our community, clients and culture are what separates us from the rest. It is hard for me to embrace kudos and show pride for 8THIRTYFOUR and all we have accomplished in the last 11 years, however, it is necessary.

When we choose our clients, we do so knowing we can help them meet the integrated communication goals they have for their company. We won’t work with businesses we don’t believe in and we won’t take you on if we can’t help you. Our clients trust us and recognize our value and for that I am damn grateful.

From the bottom of my heart, thank you for trusting 8THIRTYFOUR with your brand and for believing in the power of small business. We didn’t just throw a party, we threw a message and I hope it resonated with those that attended.

Apparently 11 years is a milestone for a small business, or so I’ve been told. This week we are throwing a party to celebrate 8THIRTYFOUR’s eleventh anniversary, while also highlighting all things small business.

As a business owner, you tend to be pretty pessimistic, you are always waiting for the other shoe to drop; for the next big surprise. Money, employees, bills, invoices, contracts, taxes, culture, clients, failure, mistakes – if you could see my brain as a word cloud…all of those items would be in it (along with dogs, dogs, dogs and more dogs).

It is hard for me to accept a congrats or way to go when I can’t see past the mistakes and hurdles. How do you feel successful when there are so many things you have messed up? So many things you could have done better?

The lesson in all of this, is that it isn’t about me. It is about those that have supported, worked for and embraced us in the community. This anniversary is about you, just like everything we do. I don’t think any business owner is ever truly satisfied where their company is and maybe that is what makes us keep striving to better ourselves, our company and those we serve.

If I were asked to list the lessons I’ve learned in the past decade, it would include the below.

1. Failure is part of running a business, so you better get used to it and you better figure out how to learn from it and move on.
2. There is no professional and personal work life balance.
3. Spoil the ones you love, always be overly generous. Send thank you notes, celebrate milestones with them, let those you care about know you are thinking of them.
4. Surround yourself with lots of dogs, in fact six seems like a great number.
5. Go on adventures with your life partner, whether that is an eighteen hour car ride with six dogs or a trip to Spain with your best friends.
6. Spend time in the woods, nothing puts things in perspective like trees, water, bugs and your furkids.
7. You are going to piss someone off. You can’t keep everyone happy and at the end of the day you have to do what is best for the business.
8. Hire people that possess skills you do not and will take the company where it needs to be.
9. Never stop reading and learning.
10. Take the time to think big picture and don’t be afraid of change.

Thanks for supporting 8THIRTYFOUR on this journey and thanks for always being there for me. It does not go unnoticed.

My top blogs of 2017 were incredibly personal and a bit painful to write. I narrowed last year’s blogs down to the top 5. In each of these my passion and commitment to small business is evident, as is the sacrifice and growth that comes along to it. So, take a gander and if you would be so kind…let me know what you would like me to write on in 2018.

Why you should quit your job
I got a bit of blowback on this one, apparently I shouldn’t be encouraging people to quit their job (they hate) to do something they love. I started 8THIRTYFOUR when I was in my mid (okay late) 20s and my age played a major factor in the beginning. As we age we become more risk adverse and this was something I most definitely didn’t contemplate at the time. Your happiness is more important than your age, so make the leap, be happy.

It sure is lonely
I wrote this blog when I was dealing with employee issues and I was at my wits end. I was frustrated, felt abused, disrespected and hurt – the outpouring of support that resulted from this blog, seriously restored my faith in humanity. It was obvious I wasn’t the only one experiencing these feelings.

❤️

Motivation in loss
This blog still gets me choked up. Losing Murphy, was and is one of the hardest life moments I have had to overcome. He was with me during my divorce, bankruptcy, move, multiple jobs, the start of 8THIRTYFOUR and more. He was my constant companion and he loved me when it felt like no one else did. Finding the lesson in the loss was difficult, but this blog and the responses from it…made all the difference.

Dress to impress
Let’s be honest, we are all judged by our appearance and in the professional world you can’t afford to be lazy about it. I was inspired to write this after we passed a dress code policy at 8THIRTYFOUR. I want my employees to be comfortable but first impressions are everything. Adding some wardrobe staples to your closet will make all the difference…and stop using the excuse you can’t afford it – I showcase multiple affordable options.

How to give a memorable interview
For anyone entering the workforce or those that are looking for a refresher/tips, this blog hits all of the key points while also being wildly entertaining…ok, mildly entertaining. After our second or third intern interview, my managing director and myself looked at each other and said “what just happened?” How could simple etiquette not be applied to all human interaction, much less an interview?

I really, really, really want to get your feedback on the Small Biz Musings blog. As much as I entertain myself with my own writing…I hope it gives you some worthwhile information and tips.

Feel free to email me directly, kim@834design.com.

The holidays are a great time to sit back and strategize on your business for the coming year. The weeks leading up to Christmas are a great reprieve from email, meetings and conference calls.

So make the most of it and set your goals for 2018. Grab the spiked Eggnog, a cozy blanket, your laptop and lets get to work.

1. Before you get started, take a look at what you accomplished in 2017. Focus on the positive, what did you do well? What was the most profitable part of your business? For example, 8THIRTYFOUR grew our digital division while we saw a steady growth in public relations services as well.
2. What didn’t work this past year? Make a note of the issues the business encountered. What did you do to correct it? Do you need to add this to your plan for 2018? This past year we tackled strategic planning, which resulted in some really tough business and staff decisions. What this did, was set us up to hit our revenue goals in 2018.
3. Ok, now that you have taken stock of the past year, it’s time to look ahead. What is outside your control that can affect your business? Just recently the GOP passed their tax plan, what does this mean for your business? Will this impact your revenue? What can you do to offset it?
4. Let’s talk numbers. What are your revenue goals for 2018? Setting this will determine your plan of action, which is the next step.
5. Great, we got numbers…but how are you going to achieve them? Might, I suggest looking at the digital realm? Whatever your business might be, your potential clients are more than likely looking online to find you offer. If lead generation is a goal (isn’t it for everyone), then marketing must be a priority. And yes, it takes money to make money.
6. Good, we all agree – marketing is super important. With your tools and tactics mapped out, you need to create a roadmap or timeline. Pull your leadership team together and set the milestones to reach your goals – break it down by week, month, 90 days.
7. Looks like you are all set for 2018! Wrong. You need a ‘oh shit’ plan, because nothing ever goes according to plan. If you suddenly lose a major client, what will you do? Outline the steps you will take to protect your business.

Now that you are thoroughly buzzed up from your Eggnog…pat yourself on the back for taking this slow time to plan for the coming year. Oh, and call 8THIRTYFOUR so we can launch that lead generation strategy.

2018 is going to kickass.

I am sitting here with perma-grin on my face after creating a presentation for the GVSU Public Relations Student Society of America. The group asked me to speak on the Nitty Gritty of PR, in other words, what you don’t learn about in the classroom. You know, the long hours, coordination, logistics, wrangling, headaches, stress, etc.

But…you know what…I really fucking love my job. I decided instead of words, words and more words, I would show my experience in pictures. I have spent the last 2 hours looking through and inserting photos into the Prezi and it dawned on me…I have had one hell of a career so far.

Sure there are long hours, annoying people, unexpected surprises and more but holy shit the stuff I have gotten to be a part of…wow. Here are my major takeaways from my 15+ year career:

1. People, so many people. I have met some of my best friends that started out as acquaintances, reporters or clients. I met Susan Ford Bales when I worked on a project for the Gerald R. Ford Presidential Museum – she was as awesome and intelligent as you would expect. My partner in crime, Adrienne Wallace, became the #2 of 8THIRTYFOUR and we experienced Lights in the Night Grand Rapids, Bissell Pet Foundation Howlween Hoof & Woof, Unity Bridge of Holland, multiple events, press conferences, speaking engagements and more.
2. Experiences. I was able to travel to New York City with a client after setting up meetings with Seventeen Magazine, SELF magazine and more. Sure it was in the dead of summer and easily 100 degrees in the City but it was like I was in an episode of Sex in the City…but not as well-dressed.
3. Clients. 8THIRTYFOUR has represented companies that have appeared on Shark Tank, are global, were launching a kitty litter product, were opening an ER and more. We once took on a client that wanted to launch thousands of lanterns into the sky over Grand Rapids – what a bunch of nut jobs.

This easily makes up for the sleepless nights, zero work/life balance and crushing stress. I would do all of it again in a heartbeat.

Take some time in the next week and just reflect on all you have done and accomplished. It is pretty damn impressive, be proud.

The definition of core values according to dictionary.com is the below:

Core values are the fundamental beliefs of a person or organization. … Core values also help companies to determine if they are on the right path and fulfilling their goals by creating an unwavering guide.

Just this week we rolled out 8THIRTYFOUR core values. As we move into our 10th year, it is important that our small team is on the same page on what the agency embodies and what our approach is.

I’ve never been one that thought defining a vision or core values was important, honestly it sounded pretty cliche’ to me.

Here is why I was wrong:

1. If your staff doesn’t know what you stand for, then how are they supposed to embody it? For example, one of our core values is “We are not assholes.” That means we go above and beyond for our clients, are respectful of each other, approach each day with a positive attitude and go out of our way to make others feel welcome.
2. Our tagline is “It’s About You.” We do a great job communicating this to our clients as an outward facing message, however the message you communicate internally is just as important.
3. Core values build camaraderie. We asked each staff member to display 8THIRTYFOUR’s core values at their desk. It serves as a reminder of what is expected and what their job performance will be measured on. If an employee doesn’t live and display those core values then you know there is an affect to the overall culture.

Core values have given 8THIRTYFOUR a measurement for all future employees and clients. Once you have your core values defined then you can build the rest of your plan for a year, 5 years and 10 years.