The most important relationships in your business are the ones you already have. We spend so much time searching for the next big thing, new project, new client…we miss or take for granted what is right in front of us.

Since we started implementing the Entrepreneurial Operating System (EOS) at 8THIRTYFOUR, we made it a priority to map out our processes and develop a scorecard in which we rate ourselves and our performance. A big part of that scorecard is client satisfaction, it is our goal to communicate continuously, effectively and responsively with our existing client base. If we are not keeping clients satisfied then we are not doing our job.

We make communication a priority, it is all about the relationship we have with our clients. Below are just a few of the items we incorporated into our process.

1. Quality content. This might not seem like such a big deal, but each month I sit down and I write a personal message to our clients and share agency, client, community and industry news. I handpick all of the content and then our crack designers, assemble it into an easy-to-read newsletter.
2. Customized reporting. We know that many of our our clients identified communication as a pain-point. In the past they had been burned by other companies that didn’t communicate their activities, results or priorities. Each month our clients receive a report that details our efforts for the last 30 days, how it aligns with their goals (they determine these in our initial strategy session), what the results were and what our recommendations moving forward for continued success. We then add some sweet graphs, a personal note and off it goes.
3. Party time. Quarterly we host an event at our office and invite 8THIRTYFOUR friends, family and clients to relax and enjoy whatever crazy theme we came up with. It is important we take the time to connect outside of work hours. By the way, mark your calendar for 8/3 at 4:00 p.m.
4. Be our guest. If you are following us on Instagram, you know we are out in the community almost every night of the week and we get lonely. We ask our clients to be our dates on a regular basis to galas, networking events, luncheons and more. If there is an event you are interested in, there is a good chance we are going.
5. Thank you. Sometimes a simple handwritten note speaks volumes. We take the time to tell our clients, in writing, what badasses they are.

We continually analyze and refine our process and are always open to suggestions. How do you communicate with your clients?

As entrepreneurs and business owners, our days are anything but consistent. It is a word we loathe, how can we possibly be consistent when everyday is full of surprises and the unexpected.

Here is the deal, when we are consistent, we see the results but it takes commitment. It is so easy to put things off, procrastinate and be complacent…but we can’t do that. As business owners we should have a schedule that addresses the different facets of our business.

• Money is key to running a business, which means you need to set time every month to review finances, reconcile charges, categorize expenses…etc. It is a wonder our bookkeeper has not killed me…numbers are my least favorite thing so reviewing them and understanding them takes a lot longer for me. However, it is a necessity.
• Team meetings to keep all work and internal projects on track need to happen weekly. We sit down as a team 3 times a week and each meeting has a different theme – what is coming up, what big projects are in process, current events and brainstorming. If we don’t connect on a regular basis, our connection as a team suffers and in turn our clients don’t receive our best work.
• Leadership meetings happen weekly on Mondays. We do a temperature check on culture, employees, agency health, upcoming projects, business development and more.
• Quarterly strategy meetings are also an important part of “consistency”; we do an offsite full day session each quarter to do a deeper dive into all things 8THIRTYFOUR -we have our goals mapped out quarterly, yearly, etc. This keeps us on track for the bigger goals we have set.
• Mondays are no meeting days, sometimes (rarely) that gets broken but it is our time to plan for the week, connect on all client activities and work ahead.
• Bi-weekly on Fridays we meet as a team and tackle 8THIRTYFOUR marketing activities, community engagement and spend time bonding as a team. We know we have to be intentional about culture, if we aren’t then everything suffers.

My advice is, stop fighting consistency and build it into your week, month and year. The rewards will become evident when you stay the course.

What are your priorities when it comes to consistency?

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.

We have gotten lazy. Gone are the days when many of us were expected to wear a suit to work; which is not a bad thing.  I love being able to express myself through my wardrobe, accessories and shoes.

Business casual has become the norm and in the marketing agency world, for the most part it is acceptable. Don’t get me wrong, effort is still required. I see more jeans, beanies, leggings and plaid then I care to.

I still believe that you dress for the job you want and how you want to be treated. If you want to be taken seriously in the business world then you need to consider the audience you are in front of, not what you feel comfortable in.

If I am visiting one of our manufacturing clients and know I will be walking the floor, then I am in pants/jeans, boots and a flowy shirt and cardigan. I seriously cannot get enough of cardigans – don’t mock me.

Here are my wardrobe staple recommendations, from a business owner to a potential employee.

1. Blazer. Purchase a black and navy blazer. This can literally be worn with anything – skirt, jeans, pants, etc. Keep one at the office for a back-up, that way if a client stops in unexpectedly you can throw it on.
2. Cardigan. And know this isn’t just for women. Lots of men wear sweaters. I have a gray cardigan that I throw over short sleeve shirts and wear with a skirt, dress or pants.
3. Black or navy pants. I love color, but also realize that having red pants (which I do) means that I can’t wear it with a lot. You can still dress it up with lots of color whether a necklace or bright shirt.
4. Dress or skirt. I realize this is a little vague but the type of dress you buy (cover your private parts) depends on your body type. I like a good sheath dress which I like to pair with a cardigan or blazer.

It is important to feel comfortable and confident in what you are wearing, but put some effort in. Do your hair, throw on a professional outfit and go conquer the world.

You may not want to be, but you are judged by what you wear.