In this episode, Keith and Patty share their New Year’s stories, from Patty's tradition of watching When Harry Met Sally to Keith's family visit filled with unexpected challenges. They dive into the importance of resilience in business, emphasizing how staff well-being drives exceptional customer service. The conversation highlights practical tools like automation and the 12-Week Year program, helping business owners balance growth and personal well-being. Keith and Patty discuss how leaders ...
Take a trip down memory lane with us as we share holiday party stories and explore festive ideas that blend the best of our corporate and solopreneur worlds. Patty reflects on her time at boutique investment firms in Cincinnati, where the holiday parties were a chance to dress up and bond in a warm, family-like atmosphere. Keith chimes in with memories of intimate office dinners that fostered team camaraderie.Now, as solopreneurs, our celebrations look different—more laid-back and focused on ...
Is the holiday season a blessing or a challenge for small businesses? In this episode of Continuity Conversations, we dive into the ups and downs of the busiest time of year. From Thanksgiving colliding with year-end madness to the quirks of customer service during the holidays, we’re talking about how timing can make or break your plans. Along the way, we share laugh-out-loud stories about AI mishaps and take a nostalgic look at classic holiday movies, all while focusing on why simple, human...
Listen in as we emphasize the importance of clear and straightforward terms and conditions in business. By simplifying these agreements, we can improve client relations and avoid potential misunderstandings. We also discuss the often overlooked default settings on digital platforms that prioritize data collection and how crucial it is to actively manage privacy settings to safeguard personal information. This conversation also touches on the role of social media in business and the importance...
Frustrated by poor customer service that feels like a dead end? You’re definitely not alone. In this episode, we dive into the maddening experience of navigating automated systems and dealing with reps who lack empathy—showing how these interactions can make or break brand loyalty and customer satisfaction. From stories of battling insurance rate hikes to unreliable service providers, we uncover why clear, effective communication is essential for retaining clients. And sometimes, escalating a...
Join us as we reminisce about how this season sparks creativity and community spirit. From epic decorations to trick-or-treating, Halloween brings neighbors together. Plus, we dive into the booming business of Halloween, from skyrocketing spending to the rise of Spirit Halloween stores.Then, we shift gears to discuss the delicate balance between keeping customers happy and caring for employees. Using a real-life leadership transition, we explore how focusing only on customers can hurt employe...
Join us for a fun episode of Continuity Conversations! This time, we dive into the differences between corporate jobs and starting your own business. Patty shares her experience working in boutique investment firms back in the '90s, where she loved the structure and social atmosphere of smaller companies. Keith brings his perspective from his work in ministry and business, including his time as a church music director and a trainer in healthcare sharing.We chat about the ups and downs of movi...
Join us on the latest Continuity Conversations as we dive into the challenging but necessary topic of firing clients. We share our own experiences, discuss why it’s important to work with clients who align with your values, and explain when it’s time to move on.Drawing from the "Book Yourself Solid" approach, we explore how client relationships can go wrong and why maintaining high standards is crucial for consultants. Listen for practical strategies like the "three-strike rule" for...
In this episode, we chat about why having a growth mindset is key for both personal and business success. We share our own experiences, including how making this podcast has taught us the value of being open to new ideas and working with others. We also dive into how social media shapes our business mindset and why thinking with an abundance mentality can boost resilience and help keep customers. Plus, we offer tips on using social media to build your brand and connect with others in your ind...
Ever wondered why a great marketing strategy doesn't always translate to instant sales? Join us as we break down the often confusing differences between marketing and sales in this fun and informative episode of Continuity Conversations.We pull from Michael Port's "Book Yourself Solid" system to show how good marketing should build brand awareness and lay a strong foundation for your small business. Patty shares her tips on identifying your unique value and target audience, highlighting how e...
Ever wondered if running a business was simpler in the past, or are we just romanticizing history? Join Keith and Patty as they dissect this idea by tracing the evolution of advertising and customer acquisition, from the intimate hustle of neighborhood shops to the vast reach of digital marketing. We also tackle the importance and limitations of credentials in various industries, highlighting how practical skills and continuous learning often outweigh formal qualifications. This episode doesn...
What if you could secure a steady income for your small business even during unpredictable times? Join Keith Hessel of Serve Business Consulting and Patty Bonsera of Resilient Coffee Pros as we celebrate surpassing 100 downloads and our expansion to major platforms like Audible, Spotify, Apple Podcasts, and iHeartRadio. This milestone episode of the Continuity Conversations podcast focuses on the power of membership services as a sustainable income stream. From Keith's insights on accreditati...
Ever wondered why small acts of kindness can turn a customer's day around? In this episode of Continuity Conversations, we explore the extraordinary power of empathy and human connection in business.Tune in to discover how empathy, kindness, and human connection are more than just buzzwords—they are the lifeblood of resilient businesses and cherished community spots.
Do you remember when appliances from a generation or two ago outlasted its modern counterparts? In this episode of Continuity Conversations, Keith and I explore the significant relationship between quality, accurate data, and business resilience. We share personal stories, like the reliability of a Frigidaire refrigerator from the 1950s, and examine the shift in product quality and customer service over the years to today’s planned obsolescence. We journey through the evolution of produc...
Ever wondered how the principles from movies like "We Were Soldiers" and "Apollo 13" apply to business resilience and retention? Is it time to rethink the old adage "If you want a job done right, do it yourself"? Join us on Continuity Conversations as we explore how relinquishing control can actually foster business growth and resilience. We share personal stories and practical insights on why trusting your team and having well-documented standard operating procedures (SOPs) are crucial for e...
Ever wondered how a simple act of tipping can summarize a world of cultural and economic differences ? Listen in as we navigate the intricate, and sometimes controversial, landscape of American tipping etiquette. Our discussions shed light on everything from the warm fuzzies of homemade gifts to the cold hard cash considerations businesses face with rising labor costs.
Join us as we open up about our personal journeys through parenthood, the lessons learned, and how those experiences parallel the challenges and triumphs of running a business. We discuss everything from celebrating family milestones to the critical importance of strategic planning and resilience in business.
Join us as we unravel the complexities of small business resilience, with a special focus on the harrowing effects of proprietary information theft. We share candid conversations with business owners who've faced the dire repercussions of such breaches, both financially and emotionally. They highlight the urgent need for safeguarding sensitive business data, and we discuss actionable strategies to protect your hard-earned intellectual property. Alongside these critical insights, we weave in r...
There's something about small businesses that tugs at our heartstrings. Perhaps it's the personalized service, the unique products, or the way they make our communities feel like home. In the latest episode of the "Continuity Conversations" podcast, co-hosts Keith Hessell and Patty Bonsera invite us to fall in love all over again with the charm of local shops and the irreplaceable value they add to our lives.What stands out in this episode is the emphasis on the social aspect of small busines...
Join us as we unravel the significance of morale and leadership in sculpting a resilient company culture. This conversation kicks off with a jaw-dropping tale about a school principal who ignored the critical role of staff morale, prompting us to reflect on how such attitudes can ripple through a business's success. We dissect the direct link between high morale and reduced staff turnover, and how a toxic work environment can be detrimental to business continuity. Drawing from Patty’s pe...