By: Kathy Kent Toney, CEO & Founder of Kent Business Solutions In today's fast-paced and often chaotic world, finding serenity can feel like an elusive goal. The constant barrage of information, the demands of modern life, and the ever-increasing pace of technology can leave us feeling overwhelmed and disconnected from our inner sense of calm. But finding serenity is not a distant dream; it's a state of being that we can cultivate and nurture, So, here are some techniques that help me tremendously. I'm sharing them with you, hoping they can also help you. 1. Practice the 5-Senses Grounding Technique When I’m too excited about something or am stressed out, and my brain is going 90 mph, practicing these grounding techniques helps me. I’ll find a quiet space to focus intently on these five steps, moving slowly from one to the next.
You’ll hopefully feel calmer and more present in your circumstances when you finish. 2. Share Your Life with Friends If you’re anything like me, I work from home with no one but my dogs to keep me company during the day. The isolation can sometimes get to me. Since I am an external processor, I make it a point to reach out and share my life with friends to have in-depth, authentic conversations. Doing so helps me to stay more centered. And even in times of excitement, sharing your recent experiences with friends can be fun. That can even uplift them! 3. Practice Journaling I’ve been journaling since my late 20s, and it has been my lifeline. If you have a myriad of emotions you’re experiencing, working through those with pen and paper can be therapeutic. It’s certainly been that way for me. And there’s proof of how powerful journaling can be. Studies show that journaling can reduce the adverse effects of stress, decrease the symptoms of chronic health conditions, improve clarity, and help with problem-solving. If you’re unsure how to start, there’s no set formula. Just start! You don’t have to think about what you’re going to say. Just let the words flow. I hope these tips will help you reduce your stress levels. If you have a chance to try them out, I’d love to hear how they worked for you! # # # Speaking of stress, are you facing challenges in your organization that seem unsolvable? That’s where I love to come in! As a business transformation expert, I enjoy helping organizations solve their most pressing problems. If you’re interested in learning more, I’d love to hop on a quick phone or Zoom call to help point you in the right direction. Click the button below to get started!
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By: Kathy Kent Toney, CEO & Founder of Kent Business Solutions With all the uncertainty many businesses are facing in today’s post-pandemic world, organizations are looking at ways to improve their bottom lines, especially if they can do it themselves. One great way to do that is to streamline business processes; however, many of these same organizations don’t know what tools to use for going about this, outside of hiring a consultant. If that’s you, then check this out the following list of 10 DIY steps for streamlining how your team accomplishes work. 1. Choose the Process Improvement (PI) Project Decide where you want to start. Tackling a smaller project at first is a good idea, particularly if your staff doesn’t have the bandwidth or PI experience. Otherwise, you can choose a more challenging project. 2. Define & Document Project Scope Determine the plan for improving the process and the timeframe you want to accomplish it in. Define it in as much detail as possible to prevent scope creep. 3. Map the Process Bring together your Subject Matter Experts (SMEs) to document the workflow based on the “Current State” of the process. It’s important to have someone facilitate this activity who is experienced in process mapping; otherwise, the basis of your whole project could be built on a faulty foundation. 4. Estimate Process & Cycle Times Estimate time frames and costs associated with the steps in the process. This is done to highlight areas where inefficiencies exist and unnecessary resources are being utilized. 5. Review the Process Map Do this to ensure accuracy and completeness of the map, making sure that the process matches reality. The end goal is to get buy-in from your SMEs. 6. Improve the Process Look at each section of the map to identify problems. The team needs to brainstorm and determine the most efficient way to perform the process that results in the most ideal outcomes for the customer. It’s also good to look at whether another person or team can more efficiently perform certain steps. 7. Develop Metrics, Controls & Tools Determine areas you want to measure and create metrics around those areas. Develop tools and documentation to support the process, and develop a plan to control/prevent process deviations. 8. Test & Revise the Process “Try Storm” the process. Take a mock run through to see if it functions as intended. If it doesn’t, make adjustments so the work will flow as intended. 9. Prep for Process Roll-Out Do these three things to ensure a successful roll-out and better process adoption:
10. Drive an Organizational Continuous Improvement Mindset Create an expectation in the organization that you’ll continue to improve processes on a regular basis. It’s definitely not a one-time event, and driving CI starts at the top! For those of you who would like to download an infographic of these same steps, click here. # # # How many of you, after reading this list, are thinking that there’s no way you can undertake this on your own, without outside help? Perhaps there are some of you who might be a bit mind-blown like Aston Kutcher in this video, when you think about trying to do this on your own. Then consider this--as a process improvement expert, that’s right up my alley! I’d love to hear all about your challenges and help you brainstorm solutions. If that sounds good, click the button below to schedule a chat!
By: Kathy Kent Toney, CEO & Founder of Kent Business Solutions Today's businesses face many challenges, including how to provide top-tier customer service. This reality is especially true due to the current labor shortage of qualified customer service agents. In light of this fact, what steps can companies take to elevate their customer service capabilities? One shining example is the pet care company Chewy. I recently had one of the best customer journeys I've had in a long time, and my experience with them serves as the inspiration and case study for today's blog. Here are three things that Chewy does with excellence that if all businesses would do, they'd reap incredible benefits: 1. Notify Customers of Actions You Plan to Take When I ordered some dog food several months ago from Chewy, I forgot to cancel my auto-ship feature with them. I realized this when I received an email letting me know Chewy planned to auto-ship a bag of dog food the next day. This would have been a simple fix if I had read that email the day I received it, but I didn't. So, the next day, I received a notification that Chewy had shipped my order. If I hadn't seen the notifications, I would have never known there was a problem in the first place until the box showed up on my front doorstep. 2. Make it Easy and Enjoyable for Your Customers to Get Help After discovering this news, I pulled up their app on my phone. I was happy to find Chewy's phone number displayed right at the top, making contacting Chewy simple. After I clicked on the number, their phone system immediately connected me with a super personable and fun-to-talk-to agent. 3. Fix the Problem Until Your Customer is Satisfied Within a matter of minutes, the rep had cheerfully canceled my auto-ship, refunded my money, and told me that if he didn't catch the auto-ship in time and I didn't need it, I should donate the $43 bag of dog food to a shelter. There was no need to return it or pay for it. He did a great job solving my problem quickly and to my satisfaction, and it was all accomplished in 5 - 10 minutes. I was delighted with the result! One More Bonus Point… A common thread throughout my positive experience with Chewy made it possible: their current workflow automation platform. It fuels their ability to satisfy their customers highly. The right tool can certainly do that! But, the right workflow automation platform can also help offset the challenge associated with labor shortages of qualified agents or other employees. How is this possible? I'm glad you asked! When a company can consistently help customers more quickly (like Chewy does), productivity can increase significantly, decreasing the need for more representatives. This capability can allow organizations to provide more amazing customer experiences through their current staff. And who wouldn't want that? # # # One great way to better serve customers and prospects is to have a robust CRM that can perform traditional functions, like contact management. But wouldn't it be even better to have expanded marketing and sales functions, such as automated onboarding of customers and facilitating their retention, email and SMS marketing, Kajabi-type training, a website builder, capabilities similar to ClickFunnels and Calendly, and content AI generation at ~$0.50 for a typical blog? These attributes are just the tip of the iceberg of what this CRM can do and at a fraction of the cost of similar platforms! If this sounds intriguing and you want to learn more, click the below button to schedule a chat!
By: Kathy Kent Toney, CEO & Founder of Kent Business Solutions Many business leaders are unsure of the best strategies to take their businesses to the next level. One outstanding approach is through digital transformation. If you’re looking to kickstart your journey into the digital world, here are three game-changing strategies that will help you take the leap towards a more efficient and profitable future: 1. Embrace the Idea of AI and Automation With digital transformation becoming necessary in today's fast-paced world, integrating AI and automation is one of the best approaches to staying ahead of the game. These cutting-edge technologies have the potential to revolutionize your business operations, streamline processes, and save you both time and money. From automated customer support to data analysis, AI and automation can supercharge your productivity while reducing costs. 2. Identify the Best Applications for Your Business Not all digital tools are created equal. To ensure success on your transformative journey, it's crucial that you identify the best applications for your specific needs. Whether you're optimizing supply chain management or enhancing communication channels with customers, choosing solutions tailored to your industry will maximize your efforts' impact. Start by determining the greatest need in your business and do your research to find the best fit, including talking to digital transformation experts and trusted partners to see what they recommend. Carry out this approach while keeping the following strategy in mind. 3. Start Small but Think Big Digital transformation doesn't happen overnight; it's a process that requires time and commitment. Begin by implementing small organizational changes that align with your long-term goals. By starting small but thinking big, you can gradually integrate new technologies into different areas of your business. This approach allows for smoother transitions and ensures a better adoption rate among employees. Additionally, witnessing early wins will motivate everyone to embrace further changes enthusiastically. The power of digital transformation cannot be understated. By taking the leap to integrate the right digital tools into your organization, you will chart a path to saving money, improving efficiency, increasing productivity, and ultimately driving revenue growth. And who doesn’t want that? Speaking of saving money, many of you are aware of Michael Cantu's and my book, No-Nonsense Digital Transformation. If you haven't had a chance to purchase it yet, I've got a deal for you! For September, I've reduced the price of the e-book and paperback. The e-book's price is $7.97 on various outlets, such as Amazon and Barnes & Noble. The paperback is discounted on Amazon only for $11.97. In both cases, that’s a 20% discount! If you’re interested in purchasing the book, click the button below.
By: Kathy Kent Toney, CEO & Founder of Kent Business Solutions Many of us who live in Kansas City are well aware of the fantastic talents of quarterback Patrick Mahomes. For those of you who aren't, he's not just known for his insane arm strength and jaw-dropping touchdown passes. He's undoubtedly a true leader who exhibits incredible qualities on and off the field! Let's take a closer look at three leadership lessons we can learn from Mahomes and apply to our own lives, both professional and personal: 1. Grit and Determination Mahomes never gives up, no matter his obstacles on the field. These qualities were on full display during the 2022 playoffs when he sprained his ankle, and he didn't allow that to dissuade him from winning the Super Bowl. He has shown us time and time again that setbacks are just opportunities for comebacks. Developing a never-give-up attitude and pushing through challenges with unwavering determination is essential in life and business. 2. Never Out of the Game One thing we've seen in Mahomes' career is his ability to lead comebacks when his team is trailing. No matter how dire the situation may seem, he always rallies his team and turns things around. His never-quit attitude teaches us that true leaders don't give up even when victory seems out of reach. 3. Don't Settle for Mediocrity Mahomes has an unwavering belief in aiming high and refusing to settle for mediocrity. He never sees himself as "good enough" but strives for excellence daily. This mindset pushes him to achieve greatness individually and as part of a team. By setting high standards for ourselves, we can make a meaningful impact in whatever path we choose. So there you have it – three invaluable leadership lessons we can learn from Patrick Mahomes. Let's channel his determination, resilience, and commitment to continuous improvement into our lives! Remember, greatness begins with small steps toward becoming the best version of yourself. # # # Did you enjoy this content? If so, would you be interested in yours truly writing some blogs for you? If that's you, I have a special I'm running—three blogs for $397! If you're intrigued and want to learn more, click the button below to schedule a quick phone call with me.
By: Kathy Kent Toney, CEO & Founder of Kent Business Solutions It goes without saying how important it is to have effective sales and marketing processes. However, many organizations struggle with how to improve them. Ultimately, it involves a combination of strategies, techniques, and continuous optimization efforts. Here are 15 steps you can take to enhance your sales and marketing processes: 1. Define Your Target Audience Identify your ideal customers and create detailed buyer personas. It’s essential to understand their needs, pain points, and preferences. 2. Set Clear Goals and Objectives Define Specific, Measurable, Achievable, Relevant, and Time-bound (SMART) goals for your sales and marketing efforts. Doing so helps align your teams and measure progress. 3. Implement a CRM System Use a Customer Relationship Management (CRM) system to effectively organize and manage customer data, track interactions, and drive leads and opportunities. 4. Content Marketing Develop high-quality, relevant content that educates, informs, and engages your target audience. Doing so can include blog posts, videos, infographics, and more. 5. Search Engine Optimization (SEO) Optimize your website and content for search engines to improve organic search visibility and attract more relevant traffic. 6. Social Media Marketing Utilize social media platforms to connect with your audience, share valuable content, and build brand awareness. 7. Email Marketing Create personalized and segmented email campaigns to nurture leads, provide valuable information, and promote your products or services. 8. Sales Funnel Optimization Map out your sales funnel and identify areas where potential customers might drop out. Optimize each stage of the funnel to increase conversion rates. 9. Lead Generation Use inbound and outbound strategies to generate leads, such as content marketing, social media, paid advertising, and networking. 10. Sales Training and Enablement Provide ongoing training and resources to your sales team to improve their skills, product knowledge, and ability to effectively communicate with potential customers. 11. Marketing Automation Implement marketing automation tools to streamline repetitive tasks, nurture leads, and deliver personalized content at scale. 12. Data Analysis and Measurement Regularly analyze Key Performance Indicators (KPIs) to track the effectiveness of your sales and marketing efforts. Use data to make informed decisions and optimize strategies. 13. Collaboration Between Sales and Marketing Foster effective communication and collaboration between your sales and marketing teams. Alignment between these two departments is crucial for a seamless customer journey. 14. Customer Feedback and Refinement Collect and analyze customer feedback to understand their needs and preferences. It’s essential to continuously refine your processes based on this feedback. 15. Stay Updated with Industry Trends Keep up-to-date with the latest trends, technologies, and best practices in sales and marketing to stay ahead of the competition. Remember, improving sales and marketing processes is an ongoing effort. Organizations that regularly assess your strategies, test new approaches, and adapt to changes in the market will be well on their way to more sustainable growth and success! # # # An excellent way to improve your sales and marketing processes is to use a CRM that integrates the two, one that seamlessly performs most of the abovementioned approaches. One Inbox is such a system. It replaces 15+ apps like Mailchimp, Calendly, Click Funnels, Kajabi, and Wix. And it does it all at a fraction of the cost of these apps and comparable CRMs. To learn more, click the button below to schedule a demo!
By: Kathy Kent Toney, CEO & Founder of Kent Business Solutions In today's business environment, where things sometimes change daily, it's essential to be on your toes when planning for and executing projects. An excellent tool to help with that is Scrum. So, what is Scrum? Here's an illustration: Imagine you're making a delicious soup with a group of friends. Instead of making the entire soup at once, you make small portions of it step by step. Each time you finish a bit, you taste it and see if it needs any changes. You keep doing this until the soup tastes just right. Scrum is like that. It's a way for teams to work together on a project, like making soup, by breaking it into smaller parts called "sprints." After each sprint, the team checks what they've done and makes any necessary adjustments. Doing so helps the team stay flexible and ensure they're creating something that satisfies the "taste" or needs of the project. And Scrum offers several advantages over traditional project management approaches. Here are seven key benefits of Scrum compared to conventional project management: 1. Flexibility and Adaptability Scrum allows for changes throughout the project. If something unexpected comes up or the requirements change, Scrum allows for adjustments to the plan, unlike traditional methods, which often don't permit such adjustments. 2. Faster Delivery of Value This approach delivers small pieces of a project's value in each sprint, providing early and continuous results. Traditional methods often require waiting until the end of the project for any value to be delivered. 3. Regular Customer Feedback Scrum involves customers and stakeholders throughout the project, gathering feedback in each sprint. This facet ensures that the project stays aligned with their needs and expectations, which might not happen as frequently in traditional approaches. 4. Risk Management This framework identifies and addresses risks early through iterative development. Traditional approaches often delay risk assessment until later in the project, leading to more significant issues. 5. Collaborative Approach Scrum promotes teamwork, cooperation, and communication--within the team and with stakeholders. Traditional approaches may have less frequent collaboration and communication. 6. Continuous Improvement This project management approach includes regular retrospectives, where the team reflects on what's working and what can be improved. This culture of continuous improvement might be lacking in traditional methods. 7. Empowered Teams Finally, Scrum empowers teams to make decisions and take ownership of their work, fostering creativity and engagement. Traditional approaches might have a more hierarchical structure with less empowerment. # # # Do you have any projects that you want to start but don't have the capacity to manage those projects? I have good news for you! Now, you can start saying "yes" to things you haven't had time for. As a fractional project manager, I help business leaders move long-delayed projects to a successful conclusion using Scrum as my tool of choice. If you're interested in learning more, click the button below to schedule a chat!
By: Kathy Kent Toney, CEO & Founder of Kent Business Solutions Many business leaders face the challenge of keeping their employees engaged and enthusiastic. One excellent method is to foster creativity among your employees. Doing so can lead to innovative ideas and solutions. Here are five strategies to spark creativity within your team: 1. Provide Autonomy and Ownership Give employees the freedom to take ownership of their projects and tasks. When individuals feel a sense of autonomy, they are more likely to explore unique and creative approaches to problem-solving. Allow them to make decisions, set goals, and experiment with strategies. 2. Encourage Open Communication Create an environment where open and non-judgmental communication is valued. Encourage employees to freely share their thoughts, ideas, and feedback without fear of criticism. Regular team meetings, brainstorming sessions, and idea-sharing platforms can facilitate open discussions and the exchange of creative insights. 3. Challenge Assumptions Encourage employees to question assumptions and look at problems from different angles. Create a culture where asking "why" and challenging the status quo is welcomed. Doing so can lead to breakthroughs and innovative solutions that might not otherwise happen. 4. Embrace Diverse Perspectives Foster a culture that values diversity in all its forms. When individuals with different backgrounds, experiences, and viewpoints collaborate, it can lead to the generation of innovative ideas. Encourage diverse teams and create an inclusive atmosphere where everyone's input is respected and appreciated. 5. Provide Time for Exploration Dedicate specific time for employees to engage in creative activities unrelated to their usual tasks, such as "innovation time," hackathons, or creative challenges. Allowing employees to explore hobbies, side projects, or areas of personal interest can stimulate their creativity and lead to unexpected breakthroughs. 6. Encourage Breaks and Downtime Recognize the importance of breaks and downtime in the creative process. Encourage employees to step away from their workstations, go for walks, or engage in activities that help them relax and recharge. Creative ideas often emerge when the mind has space to wander. 7. Recognize and Reward Creativity Acknowledge and reward creative efforts and outcomes. Appreciation can occur through formal recognition programs, incentives, or simply acknowledging and celebrating employees' creative contributions in team meetings. Remember that fostering creativity requires a supportive and encouraging environment. By implementing these strategies, you can help your employees tap into their creative potential, leading to innovative ideas that benefit both the individual and the organization. An added bonus is that your employees will love it! # # # Speaking of innovation, what has worked in your company for sparking creativity? What has been your track record in this area? I'd love to hear what's worked for you! And if you're currently experiencing challenges in this area, I'd love to brainstorm ideas about how you could improve your innovation efforts. Click the button below to schedule a chat!
By: Kathy Kent Toney, CEO & Founder of Kent Business Solutions The importance of digital transformation grows with each passing day. Leaders who embrace digital technologies are realizing the value of transforming their businesses. A recent Gallup survey discovered that 60% of executives have line items in their budgets for purchasing virtual tools. And yet, many companies have been slow to embrace digital technologies, even though their use is trending upward. Just look at Blockbuster—their refusal to do so obviously didn’t end well! Their demise proves that embracing digital transformation is essential for businesses to survive, thrive, and grow. You certainly don’t want to miss the digital transformation boat! So, what sparks companies to start their digital technology journeys? Let’s see if you fall into one of these two categories: 1. A Company Wants to Solve a Problem How they do things may be archaic, costing them money or customers. Employees may be complaining about the course of doing business as well. Unfortunately, some are often overwhelmed by these problems, so innovation becomes a pipe dream. Many of these companies have many innovative ideas, but being mired in these problems has often outweighed the ability to implement them. When issues are taken care of first, employees can start implementing these ideas more often. 2. A Company Doesn't Necessarily Have a Problem—They Want to Get Better They may be unsure how to proceed or search for outside help within a price point they can afford. It may be a complicated conversation for many of them to start with consultants—it may not come easy admitting they don’t have the answers to their challenges. Ultimately, there are great opportunities for the business and the consultant to achieve great results together. Here are some additional insights: Business Stakeholders Knowing everything is impossible in our quickly changing world; however, when business stakeholders can accept this fact, it is key in helping organizations ensure significant growth. Organizations can gain exponential understanding and value by seeking help or insight through consultants who are experts in their field. Also, many companies may stop innovating due to uncertainty because it's human nature to relish solid parameters. However, keeping an open mind amid unknowns is essential to keep innovating. Consultants For the consultant, it’s an opportunity to have honest conversations with prospective and current clients while outlining what’s possible. Organizations benefit from having another set of eyes from outside the business to look at their operations. The consultants ’ diverse experience allows them to quickly diagnose, suggest, and open opportunities for firms. Doing so can cause a positive trickle-down effect on their customers and, ultimately, the bottom line. What organization wouldn’t want that? # # # Speaking of innovation, wouldn't it be nice to have a solution that seamlessly helps you never fail to follow up with new prospects after you first meet them? I don't know about you, but it's sometimes been a challenge to consistently follow through on reconnecting with new contacts or leads after meeting them. If that sounds like you, I would love to discuss an innovative solution to help you seamlessly turn conversations into customers through consistent follow-up actions. Click the button below to schedule a quick 15-minute call!
By: Kathy Kent Toney, CEO & Founder of Kent Business Solutions Being a leader these days is undoubtedly a challenge—there are so many balls to juggle that it can be tricky to find time to sharpen your saw. That's why I've compiled a list of 17 leadership quotes to give you some quick inspiration to help you on your leadership journey! # # # Before you are a leader, success is all about growing yourself. When you become a leader, success is all about growing others. — Jack Welch If your actions inspire others to dream more, learn more, do more, and become more, you are a leader — John Quincy Adams The greatest leader is not necessarily the one who does the greatest things. He is the one that gets the people to do the greatest things — Ronald Reagan A leader is one who knows the way, goes the way, and shows the way. — John C. Maxwell A true leader has the confidence to stand alone, the courage to make tough decisions, and the compassion to listen to the needs of others. — Douglas MacArthur A boss has the title, the leader has the people. — Simon Sinek If you think you are leading and turn around to see no one following you, then you are just taking a walk. — John C. Maxwell Leadership is an action, not a position. — Donald McGannon Leadership is unlocking people's potential to become better. — Bill Bradley You manage things; you lead people. — Grace Murray Hopper Becoming a leader is synonymous with becoming yourself. It is precisely that simple and it is also that difficult. — Warren G. Bennis Real leadership is leaders recognizing that they serve the people that they lead. — Pete Hoekstra A leader is one who sees more than others see, who sees farther than others see, and who sees before others see. — Leroy Eimes Leadership is the capacity to translate vision into reality. — Warren G. Bennis There is a difference between being a leader and being a boss. Both are based on authority. A boss demands blind obedience; a leader earns his authority through understanding and trust. — Klaus Balkenhol The art of leadership is saying no, not saying yes. It is very easy to say yes. — Tony Blair You cannot be a leader, and ask other people to follow you, unless you know how to follow, too. — Sam Rayburn Management is doing things right; leadership is doing the right things. — Peter Drucker # # # This last quote is significant. A lot of companies may be doing many things, but are they the right things? If you're wondering if your company is going down the right path with potential projects, I'd love to talk with you! I have several resources that can help you determine what your next best steps should be. Click the button below to set up a time to chat!
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