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EQ Edge: The Hidden Skill Behind Sustainable Success

November 10, 2025 by angishields

WIM-Lauren-Sweeney-Feature
Women in Motion
EQ Edge: The Hidden Skill Behind Sustainable Success
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In this episode of Women in Motion, hosts Lee Kantor and Renita Manley interview Lauren Sweeney, an expert in leadership and emotional intelligence. The discussion explores how emotional intelligence (EQ) is a vital yet often overlooked skill for women leaders and entrepreneurs. Lauren shares practical advice on developing self-awareness, managing emotions, and building authentic connections—especially in virtual settings and high-stakes meetings. The episode highlights real-world examples, actionable tips, and the importance of EQ for sustainable leadership success, offering valuable insights for anyone looking to enhance their professional impact.

Lauren-SweeneyLauren Sweeney is the Vice President at Rise Up For You. Lauren holds a leadership and community development degree from UC Davis.

Rise Up For You works with clients around the world to enhance company leadership, growth, and personal development through transformational coaching, training, on-demand learning, and educational events.

Their mission is to elevate you and your team’s potential by providing high-quality training and coaching in soft skills- the most needed skills today and in the future.  

Connect with Lauren on LinkedIn.

Episode Highlights

  • Definition and importance of emotional intelligence (EQ) in leadership.
  • The role of EQ in sustainable success for women entrepreneurs and leaders.
  • Development and application of EQ in professional settings, including virtual meetings and pitch scenarios.
  • Practical tips for reading a room and managing emotions effectively.
  • Strategies for leveraging EQ to build relationships and navigate challenges.
  • The impact of virtual communication on emotional intelligence and how to adapt.
  • The significance of self-awareness and self-management in enhancing EQ.
  • The connection between emotional intelligence and organizational success, including employee retention and profitability.
  • The use of role-playing and practice conversations to build EQ skills.
  • Encouragement for women leaders to develop their emotional intelligence for personal and professional growth.

Music Provided by M PATH MUSIC

Transcript-iconThis transcript is machine transcribed by Sonix

 

TRANSCRIPT

Intro: Broadcasting live from the Business RadioX studios. It’s time for Women in Motion. Brought to you by WBEC-West. Join forces. Succeed together. Now, here’s your host.

Lee Kantor: Lee Kantor here with Renita Manley. Another episode of Women in Motion, and this is going to be a good one. But before we get started, it’s important to recognize our sponsor, WBEC-West. Without them, we couldn’t be sharing these important stories. Today’s episode is titled EQ Edge: The Hidden Skill Behind Sustainable Success. And on the show, our guest today, Lauren Sweeney. Welcome.

Lauren Sweeney: Thank you so much, Lee. So glad to be here. And, uh, fantastic to be on the show and talk about such an important topic.

Lee Kantor: Renita, how did this come about? What got you interested about EQ?

Renita Manley: Well, it was actually, um, Lauren who reached out and wanted to be a part of the podcast, and we kind of talked it over a little bit. And after hearing what she had to say, I’m like, you know, I think this is a great topic for some of the leaders that we have within our community. So I am really excited. At first, I didn’t know what EQ stood for. I’m like, it’s this equalizer. I wasn’t sure, but I did a little bit more research and I found out that it’s related to emotional intelligence. So I am looking forward to hearing everything you have to say about that. Lauren.

Lauren Sweeney: Oh thank you Renita. Yes, it’s either EQ or AI. So you’re right. Ai stands for Emotional intelligence, or EQ is like your emotional quotient. And you know, I saw a video recently that said that a boxers or those that you know, like do some type of fighting sport have a high level of emotional intelligence. And I’m getting to how this relates to us as leaders because they have to be able to think and use both parts of their brain. So we have like a logical brain and an emotional brain, and you can actually train both. And for those of us that either are entrepreneurs or leaders or executives in an organization, we need to be able to train both. And that’s what we’re going to talk about today.

Lee Kantor: So, Lauren, what’s your backstory? How did you get interested in this?

Lauren Sweeney: Awesome. Well thank you. You know, about six years ago, I met our CEO at our organization, Natalie Nasseredine, and it was really the first time that I think I did a deeper dive into emotional intelligence. Our organization, Rise Up for you really focuses on that for leadership development. And I think I was familiar with EQ even in high school. I remember seeing some paperwork, I had done some type of little course in it, and even in college I had taken a course around leadership and there was an EQ component, but it wasn’t really until I started diving into it even deeper. And then now teaching it to executives and entrepreneurs around the globe through Rise Up for You, that I realize it is pervasive. Literally, it is something that we deal with every single day, whether we’re conscious of it or not, our ability to be self-aware and increase our level of self-awareness and then manage that awareness, you know, let’s say, Lee, we’re in traffic. I’m aware that I’m irritated. I’m aware that I would like to do certain behavioral reactions that might not be very helpful for my well-being. And so it’s like I have self-awareness. And then self-management says, what do I do with that? The first two components of EQ are really about me. The second to social awareness and relationship management. That’s about others.

Lee Kantor: Now, um, as the title says, this is a hidden skill. Is it, um, can you talk about some ways where it can become actionable and I can leverage it to for my benefit. Is there something? Is that part of your teaching? It’s not only to just make you aware that it exists, but also how to leverage it for your benefit, right?

Lauren Sweeney: Absolutely. You know, we talk a lot about the rise of AI, and it’s absolutely true that AI is can do amazing things and even will replace some of the tasks that we do day to day or our entire job. However, why I wanted to talk about EQ as the hidden success skill is that AI cannot replace our ability to have critical thinking, our ability to connect with another and have empathy that it won’t take away. And so that’s why we really call it the success skill. It is the most important skills we can develop. Because I want you to think about this. If you’re listening, I want you to think, okay, think of somebody you might have a disagreement with. Or if you have employees, maybe a team member that you just don’t get along with. And I want you to think about why. Is it because they don’t know how to do a job task? Is that what really drives you crazy about them? Probably not. It’s probably because they can’t communicate. They don’t provide any context when communicating. They are defensive and argumentative. Like, those are probably the reasons that that person might drive you crazy. Maybe they take no responsibility or accountability. You see, these are all what we call those soft skills or those superpower skills. And that is why these are the most important skills you can develop. Whether you’re an emerging leader in your career, you’re the CEO of an organization, or you’re reinventing yourself whatever stage of life you’re in. Emotional intelligence in the 24 competencies underneath it are really the skills that we need to hone in and develop.

Lee Kantor: Now, is it something that is primarily focused on when it’s human to human, face to face, in person? Or is this something that translate to a lot of, you know, like a lot of young people, their whole relationships could be, you know, on the phone, texting or, you know, never in person or never even seeing each other 100%.

Lauren Sweeney: Well, to your point, it’s hard to get nonverbal cues, vocal tonality from a text. Same with an email. It’s very difficult. However, yes, you can write an emotionally intelligent email. You can also have AI support you with that. You can also try to write an emotionally intelligent text or and or when you need to have that high courage conversation, you can also ask to, hey, could we could I call you for a couple of minutes? It seems like we got confused here. There’s some kind of missing in translation. Or you could also send an email that’s very short that just says, hey, Lee, uh, it sounds like there’s some things that might be frustrating for you. Let’s say you came to me, Lee, and you sent me an email, and my perception is that you’re pretty upset. And I could then respond by saying, I totally hear you, Lee. Let’s have a brief conversation. So whatever style of communication that you were raised with or that is most comfortable for you, that’s not really a problem as long as it’s conscious. We need to bring consciousness to our communication. And yes, it’s much easier to just send a text, but I would rather send a voice memo over text, maybe with a GIF emoji, so that people could help understand my tone and and what I’m trying to do versus just sending like a straight text or a straight email, or ideally in today’s age where we work all over, you know, we the three of us work in the United States, but I know we probably have listeners from all around the globe.

Lauren Sweeney: So it really is important that if we can just get on the phone or even best over video, if it can’t be face to face, so I can see your head nodding so that I can see your eyes paying attention so that I can feel some sense of warmth and empathy if that’s what’s needed, so that I can connect to you as a human being and not a robot. You know, it was a great example. Right before we went live, the three of us were talking and Renita said something and her AI responded. And it was slightly creepy, right? The three of us were like, wait, wait, wait, we did not ask you to chime in. Thank you very much. It didn’t give you a sense of like, oh, the AI has empathy for how I’m doing today. No, it made you feel creeped out. That is exactly why emotional intelligence is such a superpower. I don’t think we realize how much we use emotional intelligence or don’t use it to our our detriment every day.

Lee Kantor: It’s, um, I guess that phrase reading the room is where this comes in a little bit. And the AI in the case before the show, it wasn’t reading the room, it was just reacting to a prompt. Uh, can you talk about maybe some advice or tips on how to read a room? Is there some skills that you can share that can help a person read a room to kind of gauge the temperature? And maybe who would be somebody they should approach, or somebody that, you know, they could have one of those. I love the phrase you use courageous conversations with.

Lauren Sweeney: Yeah, it’s such a good question, Lee. And reading a room could be on a virtual call, right? Maybe you’re on a teams call. Webex, zoom. That could be how you read the room. Or you could read a physical room, a board meeting, a networking meeting, a conference for webank, whatever the case may be. So first, actually, Lee, before we can pay attention to others, we have to pay attention to ourselves. So I’m going to answer your question, but first I’m going to say how you want to intentionally enter the room yourself. So is your posture open? Are you standing tall or sitting tall? Depending. Again, is it a virtual room or an in-person room? Are you wearing clothing that sounds inviting? That looks inviting. And that might be a confusing statement, but if you’re wearing a really cluttered, busy patterned outfit, it it doesn’t create a warm vibe. If you look at our CEO or myself when we speak on stages in particular, or go to a networking event, we’re often wearing something that’s a bright color, something that evokes an emotion of, oh wow, they must have some level of confidence and I want to get to know them. So that is important how you show up in the room. Even if you’re nervous, you want to have some self-awareness and self-management first, then lead to your question. I can have social awareness of what’s going on in the room. See, I have to expand my capacity first for myself. Then I can pay attention to others in the room so that ultimately I can go into stage four of EQ, which is relationship management. It’s really hard to get to relationship management if I don’t first work on developing myself.

Lauren Sweeney: So that might look like I’m looking at the room. I if it’s a virtual room, hopefully we have some videos on or it’s really hard trying to pick up on cues in the chat. I’m trying to pick up on how their eyes look. This is a fun fact. If you can see my hands, you’re more likely to trust me than if I’m really, really, really close to the camera. And I’m kind of maybe my shoulders are up. That’s right. So she’s she’s scrunching forward. If you can see more of my body you were gonna invoke, you’re going to think, oh, she seems trustworthy. So that’s just a fun fact. Virtually in person. Am I fidgeting a lot with my hands? Are they awkwardly kind of just folded? Oh not good. That does not send a message that like, oh, she wants to meet us. When you enter the room, see what you can do to kind of calm your nerves. It’s normal that we’re nervous in a boardroom and networking any kind of situation. And then just simply pause. That’s one of the best things you can do, Lee, is is to pause, is to notice, oh, so-and-so’s talking to another person. Oh, this group of five is really excited and anxious. They’re kind of jumping up and down. Oh, these four people over here have all all have their arms crossed. I wonder what’s going on with them. Simply pause and observe and then intentionally connect. Depends on the purpose of your meeting as well. But the best thing you can do is to actually increase your level of self-confidence, so that then you have bandwidth to pay attention to others.

Renita Manley: Now you mentioned virtual. Oh sorry about that.

Lee Kantor: Oh go.

Renita Manley: Ahead. You mentioned virtual and you mentioned virtual environments. Um, a lot of us, a lot of us, we all meet virtually and, and even just for family meetings or just hanging out. Um, there are so many different ways to start a meeting. I’ve seen people begin meetings talking about all their problems of the week. I’ve seen people begin meetings talking about their best news of the week or, you know, maybe just sitting there with their hands in their on their cheek. So what are some of your tips for? Um, just like virtual meetings, especially for VBS in the professional environment, what are some things that VBS should avoid and what are some, um, some actions that VBS can do virtually in addition to what you just mentioned?

Lauren Sweeney: Such a good question, Renita. So first, prepare yourself, just like I mentioned before, a virtual or an in-person meeting, get yourself in a space where you’re open. Your intention is to connect with other weebs and then so that when you have your video on, ideally you have your video on so that people can read your nonverbals and then you want to have them be intentional. So a couple things, Renita, as I mentioned, being farther back from the camera so that people can see kind of chest up, waist up. Um, and they also can see your hands. The other thing would be to as much as possible, be there and pay attention to what others need. And I know that there are times where we’re having a bad day and we need certain things for sure, but people don’t care how much you know until they know how much you care. And so if I can get myself together, so to speak, have maybe my notebook and my pen and just be there and listen to others, it’ll make such an impact. It’ll create lasting relationships that I know so many weepies have had just from being with each other. And also then when we connect at in-person events, it’s like we feel like family because we’ve connected to each other virtually. I think the other thing, and we do this a lot inside of our coaching at Rise Up for you. The company I work for is that most people are so nervous that we’re being judged. We get on a call and we’re worried that you’re judging my hair. Does does my lipstick look okay? I’m worried that you know, Lee, you’re wondering if these earrings match.

Lauren Sweeney: No. They’re not. They’re thinking about themselves. Uh, most people. Yes. In a few seconds from getting on the call, people are judging you. This is like, according to neuroscience. That’s normal. But I don’t say that to make you nervous. I want to remind you that most people are getting on a call thinking about themselves. And never before since Covid, since the last five, six years, have we stared at ourselves more on screen. And it’s not exactly good. We end up staring at ourselves so much. If you think about before Covid, we either had telephone calls or we didn’t really do many meetings virtually with videos on it just wasn’t a thing. Not very much. It wasn’t a culture that we did really. We met in person, or we used maybe some video conferencing, but not as much as we have the last few years. And it’s created this complex where we are like obsessed, but in a bad way. Anyway, that’s a tangent for another day, but my point is that, Renita, to your question, when we get on a call, most people are thinking about themselves and they’re nervous. So see what you can do to come outside of yourself. Don’t worry if it’s perfect. Don’t worry. You know, if you look perfect, get on and connect with someone. See how they’re doing. Show genuine care, empathy. See how you can make connections and support each other. I promise it will uplift you and they’ll get off that call going, oh yes, I met that girl Lauren today. I really want to make a connection with her.

Lee Kantor: Now, Lauren, can you share? A lot of our webs are leading companies, or maybe they’re startups and they are trying to get funding and they’re in a meeting, say a pitch meeting and things maybe aren’t going their way. Is there anything you would suggest on how to kind of turn it around and use some of these strategies to maybe find an ally and bring them onto your side so you can help kind of swing the room in your favor.

Lauren Sweeney: Totally. So I have definitely seen a lot of pitch meetings, uh, with weaves, both in person and virtually and oh, something I see that really kind of makes me cringe a little that I think we could use our emotional intelligence to stop doing is when you find it’s finally your turn, right? Let’s say you’re at a round table virtually or in person, and it’s finally your turn to go. And you don’t connect with, let’s say there’s 1 or 2 individuals from the organization. Let’s say you’re pitching to Exxon or Amazon or Target, and the people from procurement that are there, you’re sitting at the table and you aren’t connecting to them at all. You’re so stressed, understandably, and worried about your pitch that you don’t even breathe. And so you just run, run, run, run, run, run, run, run to try to get through your pitch and the amount of time. And in fact, when it’s when your time is up, you ignore that and you just keep going. That’s shows a great lack of emotional intelligence, in fact. Fun fact I when we had our we Bank West conference in Las Vegas about a year ago, actually won the pitch fest. So that was kind of cool. And I think one thing that I’m able to do is, yes, practice for sure. You need to practice, but then connect with people, connect with each of those in in this case, this was in person. Connect with each of those judges. I know they might work for some fancy company, but PS they don’t own the fancy company for the most part. So for us as Weebs, we want to be prepared but then connect with them.

Lauren Sweeney: They’re real human beings that are just looking to see if your product or service could be a fit in their organization. And PS, they want to give you a chance. So lead to your question what happens when things go awry? A. Pause. And visually, I’m putting my hand on my chest and my other hand on my diaphragm. That’s that area right underneath your ribs. Just pause a minute. You could even say something that sounds slightly awkward, like, okay, well, Renita Lee, I think we’ve gone off the rails for a minute. Let’s bring it back for a moment. I don’t think I quite answered your question. Or you could say something that reminds all of us that we’re all humans, and to make it less of a scary process. I think the more human you can make the experience when you’re as a weebie, when you’re sitting next to procurement, it’s just to pause to connect with them. I promise they will remember that more than they will remember your quote unquote perfect pitch. Connect with what they need and use some humor. Use some brevity. This also works. Lee and Renita, if you’re in any type of meeting and you think, oh, this is not going well, go back to your intention. My intention for today on our podcast is to share some helpful tips about the human element of emotional intelligence. Go back to what you came here for. Go back to the context and how you intended to show up, and that will help get it back on track.

Lee Kantor: Now, when you’re working with your clients, are you doing kind of practice, um, conversations like this to role play? Okay. I’m gonna not give you eye contact or I’m going to be overly friendly or just give me different scenarios to practice in a safe space. Some of these techniques, so they become second nature that I can just, you know, pull them out when I need them.

Lauren Sweeney: 100%. Lee. Yes, we do both group training. We do coaching one on one, and we also do seminars and keynotes. And so. Yes, role playing is a big one because it takes practice. Most of this is uncomfortable and unnatural for us. And the other thing I want to remind us is that our behaviors are not the problem. For example, let’s say you stutter when you speak and that makes you, of course, nervous, understandably, or you just are so nervous when you’re speaking and you just talk really softly and it comes through that you’re nervous. I actually want to propose that that’s not the problem. The issue, so to speak, is the belief. So most of us grew up in households where we were taught to, quote unquote, be humble. Don’t brag about yourself. Bragging is bad. Some level, something like that. And what that does is it does a disservice later in life when we don’t feel like we can self-promote. Did you know that there are nine competencies, according to our research, that rise up for you of confidence, self-confidence, and in fact, most individuals we’ve Weepies included struggle with self-confidence 83%, according to our research. And so if you can bring some self-compassion to that little, you know, girl in you, since we are mostly women or that little boy in you from when you were younger, and you can remind yourself, hey, I’m doing the best I can.

Lauren Sweeney: And we can repattern and think a new thought. So lead. To go back to your question. Role play can definitely help. The other thing too is to move around a little. So before you get in that room, virtual or in person, don’t sit in a little ball because all the nerves will just pull in your stomach. You want to move, jump around, do some jumping jacks, play a little music. No one has to see you going to the bathroom, even if you need to. But you want to move the energy because the body doesn’t know if you’re nervous or excited. It feels the same. And so we want to remind our body. I’m excited. I’m. Write it on your pitch paper, even if you need to. I am excited to be in this room to connect with these people here from procurement and these weepies, because I don’t even know the connections we’re about to make.

Renita Manley: I kind of want to pivot with them. This next question about EQ or emotional intelligence. Do you have any instances of how improved, um, EQ in leadership has led to increased profit for a company?

Lauren Sweeney: Ah, such a good question, Renita. So emotional intelligence accounts for 75% of careers being derailed. 75% of careers are derailed due to lack of transparency, lack of trust, the difficulty to change in a especially during times of turmoil. And so a 100% has to do with the bottom line. There is so many countless studies from Harvard Business Review and other educational institutions that have really showed the detrimental or positive effects of having either a lack of EQ or good amounts of EQ. So yes, 100%. What we find at Rise Up for you is when we work with organizations, and the leaders really work to increase their emotional intelligence, then it trickles down to how they lead, which decreases turnover. It increases profitability due to accountability, due to employees being more seen and heard, and also how many times at our organization, we work a lot with HR leaders, and oftentimes an HR leader will maybe put out a survey and then nothing is done about it. And it’s not really necessarily HR’s fault. Sometimes they don’t have buy in maybe from the rest of the executive team, for example. So any time that we are able to increase our levels of emotional intelligence, Especially as a leader, whether we’re a weeb that’s a CEO of our organization, large or small, or we sit as a leader of the procurement team, or we’re an executive at one of the companies that supports, you know, Amazon or Target or Exxon, etc. it makes such a difference if we show up with emotional intelligence, if we show up with humility, if we show up out of curiosity and if maybe it sounds easy, but it’s not.

Lauren Sweeney: For example, let’s say, Renita, that you’re my boss, you’re my leader. And you, I come to you and I say, Renita, I really I felt negated in that meeting, I felt unheard. You have to have emotional intelligence that fast to a be aware that maybe my comment is bothering you, then you have to self-manage. That’s part two of EQ and then you have to, in that split second say Lauren and show maybe some empathy. I really appreciate you coming and telling me that. Can you give me a little more clarification? Is it every meeting you feel negated or just this last one we had this morning with the board and seek curiosity so that we don’t, uh, burn the whole relationship. Now, as an employee, I feel more heard. I’m probably going to stay with that company longer. People stay with great leaders. They don’t stay with great companies. And so we’re needed to go all the way back to your question is, how does EQ help leaders? We’ve just talked about that. And then how does that lead to greater profits, greater ROI? How does it not when when you have less turnover, when people are more bought in, when you foster an environment of intrapreneurship where people feel like it’s their company and they take responsibility and ownership, it’s a win win all around.

Lee Kantor: Now, Lauren, can you share a story that maybe illustrates how you work with your clients, maybe explain the challenge they came to you with and how you were able to take them or their team to a new level.

Lauren Sweeney: Great question Lee. Yeah, so sharing a challenge of how we were able to take a team to a new level. So I’m thinking of one of our clients that came to us two years ago. And I remember I remember their COO, kind of he was upset. He was pounding on the table and he said something like, you know, every year we make these goals and we never follow through. And he wasn’t upset at us. We were like brand new to working with our leadership team. And sitting around the table was his CEO and his CFO and the HR. It was the executive team. And I remember looking at my colleague, his name is Carlos, going, all right, I think we got our work cut out for us. And over the last two years, our team has worked with this organization. And I can tell you that not only do they have better accountability and follow through quarterly weekly meeting with them to follow through on their goals and to really implement their strategic planning. But they also have high courage conversations they were never willing to have before. They have also, to the CEO’s credit, she’s been able to look at her own leadership and realize some gaps and add to the rest of the executive team. They have humbled themselves to be able to look and go.

Lauren Sweeney: These are the areas where I’m really strong, and these are the areas where maybe I could grow. We do 360 assessments around the 24 competencies of EQ, and we get aggregated peer feedback. And sometimes that’s hard to hear. But through coaching with them, they have really seen some of their blind spots. Because Lee and Renita, we all have blind spots. It doesn’t matter if we’re new to owning our own business, or we’ve been an executive for years and years, we all have areas that we can grow, and it’s hard to see the label, so to speak, when we’re in the jar. And so we need that feedback from each other to help each other grow. And also, Lee, this organization has a board of directors that they have to report to. And I would say the board two years ago was not happy. It was really Dire Straits. It was bad. And now the board can see their growth. They have revamped their entire reporting structure. They actually had an incredibly difficult, terrible situation that happened to them this fall. Yet their ability to be resilient and come together as a team was like nothing they could have done before. And we were honored to be part of that.

Lee Kantor: Now, Lauren, why was it important for you and your firm to become part of the WebEx community?

Lauren Sweeney: Mm.

Speaker7: That’s a great question.

Lauren Sweeney: You know, we being a women business owned organization. So our founder, Natalina Nasseredine, she’s a Lebanese female. And I obviously I am a woman myself. I’m her vice president. And I we have, you know, multiple genders in our organization. But I think that we wanted to do that because we wanted to be able to make more connections, not just with other weebs, but with other larger companies like those that we get to sit in front of through Webank. And we want to impact thousands of organizations to increase their levels of EQ. And becoming a weeb gave us a larger platform to be able to do that, to be able to sit and meet executives from a top bank, which we got to do that we Bank West conference that I mentioned. I was also at the New Orleans, uh, we’ve been National conference getting to sit across from large corporations and get to tell our story when we’re really just a small business. Um, and even though we’ve gotten to speak at Google and we’ve gotten to do some amazing things like have two Ted talks and and be on Bloomberg Television, etc. at the end of the day, getting Visibility is a women owned business, so that we can make a difference in these larger organizations is just part of fulfilling our mission.

Renita Manley: So before we get out of here, Lauren. Oh, sorry about that. Before we get out of here, Lauren, I got I personally have one more question. I don’t know what was going to ask, but if I am a web leader or just a web in general, how do I assess whether or not I need to adjust my professional EQ? And then how can I get started with improving that right away? Mhm.

Lauren Sweeney: Thanks, Anita.

Speaker7: It’s a great question.

Lauren Sweeney: So I encourage you to take our emotional intelligence quiz. It’s free. You just go to rise up for you comm. And right there under free resources you’ll see EQ quiz. There’s also a free masterclass in there as well. And I would say that we could all improve in our emotional intelligence. I teach this stuff every week and I promise you I have a lot of room to grow. So that’s where I would start. Renita is actually just doing a little bit of a self-assessment on that competency quiz. It’s just going to help you assess the first two pillars, which is your self-awareness and your self-management. The other thing you can do if you’re feeling courageous and brave is you can ask a few colleagues. Now, if you’re a weebie and perhaps you’re a newer company or entity, you might not even have employees yet. You might just be you as a solopreneur. And I know that’s a lot of the reason that people join Webbank, because we want to connect with others and it can feel lonely. So if you’re able to connect with a couple of trusted colleagues and ask them, I’m working on increasing my emotional intelligence. And what would you say is maybe be kind, but what’s a blind spot that you see in me that could maybe, if I was able to improve it, help me have more visibility and traction in this amazing brand that I’m growing. So those would be two things. One, maybe do a self-assessment. Again, use our free tool, and secondly, ask a few trusted peers for some feedback. The last option is always getting a coach. A leadership coach. It’s different than a life coach or a therapist or a counselor. All fantastic professions. But having a strategic leadership coach, something that we do in a lot of amazing other individuals do. It can help you work through those blind spots and be able to make a shift. It it’s difficult sometimes for us to grow and develop, but oh, so worth it.

Lee Kantor: So Lauren, if somebody wants to learn more, have a more substantive conversation with you or somebody on the team, what is the website? What’s the best way to connect with you?

Lauren Sweeney: Thank you Lee. So we love LinkedIn. We’re on other platforms as well YouTube and Instagram for sure. But if you go to Rise Up for you on LinkedIn or rise up for You.com, you can connect with us there as an individual. Maybe you want to work on your self confidence, public speaking, or your leadership as a weeb. Or if you have a team and that team could be small, five people, four people, 100 people. You can find out information there, both for you as an individual and for your team. If you do have a team, we even have a power up assessment right there on the website. You can go to power up and you can assess your organization over 20 questions and it’ll give you instant results. Um, that’s where I would go.

Lee Kantor: Well, Lauren, thank you so much for sharing your story today. You’re doing such important work and we appreciate you.

Lauren Sweeney: Uh, I appreciate you both, Lee Renita and all the movies that are listening. May you rise up for you.

Lee Kantor: Renita. Any last words before we wrap?

Renita Manley: Uh, yep. Um, if you want to know what’s going on at website West, just head on over to our website hyphen w e. Check out our events calendar and see what’s going on. We do have our upcoming, um, conference. I’ll be back. Less procurement conference. That’s happening December 16th through December 18th in Phoenix, Arizona. Um, we’re actually going to have our interim president, president from Webank who’s going to be there this year, which is very new for us. But we are in different times as an overall organization. So we just want to support everybody, support our new interim president. As she comes out and talks to Rebecca West about the future of, um, the we Bank community, and that is it. Thanks again, Lauren, for dropping those nuggets. Those were really helpful.

Lauren Sweeney: It’s my pleasure. Great to be with you both.

Lee Kantor: All right. This is Lee Kantor for Renita Manley. We’ll see you all next time on Women in Motion.

Speaker3: Help us pick me up when I’m down. Get me.

 

BRX Pro Tip: 4 Ways You are Self Sabotaging

November 10, 2025 by angishields

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Stone Payton: And we are back with Business RadioX Pro Tips. Lee Kantor and Stone Payton here with you. Lee, self-sabotage is such an insidious creature. Talk about some ways that we do this to ourselves, man.

Lee Kantor: Yeah. This is one of those things where because we deal with such a high volume of people, human beings, business people, it becomes kind of clear to us some of the things that people are saying that are like “Yeah. That’s not good. That’s not helping your brand. That’s not helping you achieve the goal in the way that you think that it is.” So, I thought it would be important to share some of these ways that people self-sabotage themselves that I’ve seen.

Lee Kantor: One of the the things I see that probably isn’t helping people is when they’re name dropping all the time, when they’re constantly bringing up influential people they know. When you do that too much, too obviously, people begin to question how well you really know all these people. Like, it’s one of those things where it’s taking credibility away from you. You think it’s helping, but all it is, is making people think you’re exaggerating and you’re using hyperbole.

Lee Kantor: So, once they’re in that mindset of they’re not trusting what you’re saying, you’re kind of very far away from doing business together because they start to distrust you about little things. They’re not going to trust you on big things.

Lee Kantor: Another way people self-sabotage is if they’re being a taker. People get tired of people who always have their hand out asking for things. We find that it’s more effective to just lead with generosity. Being more generous way more often than when you ask for things is more effective in the long term when you’re trying to build relationships with people.

Lee Kantor: Another thing that I think people self-sabotage is when they have a zero sum mindset where they think that they’re trying to win all the time and they think that my win isn’t your loss. So, I think having an abundance mindset in this area that leads with generosity is a better long term strategy when it comes to relationship building. And kind of building foundations with folks over time that you’re not really trying to win every single time. Especially at first, you’re looking at the long term value and you’re in for the long haul.

Lee Kantor: And then, lastly, a way people self-sabotage is when they don’t say they don’t know something when they don’t know something. You can’t always know everything. And people don’t expect you to know everything. So, if you don’t know something, say you don’t know something and say, “Look, I don’t know that, but I’ll find out.” That’s an okay answer. You don’t have to feel like you know every answer. Just be honest and helpful.

Lee Kantor: And then, if you don’t know something, you know, “Hey, I don’t know something, but this person does,” then connect them with this person so that you can help them achieve the objective they are. That’ll make you more trustworthy. That’ll make you a more valuable resource. So, you don’t have to know everything.

Lee Kantor: So, those are four ways that people self-sabotage.

BRX Pro Tip: 4 Things Your One Pager Must Have

November 7, 2025 by angishields

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Stone Payton : Welcome back to Business RadioX Pro Tips. Stone Payton, Lee Kantor here with you. Lee, what in your mind makes for a really good one-pager?

Lee Kantor: I think one-pagers have certain characteristics, but I think it’s important, number one, to understand that having a one-pager is kind of table stakes nowadays. You have to have some marketing material that explains what you do in a really concise way that gets people to take the next step when it comes to learning more about your business. So you have to create this type of short document that quickly communicates your core value proposition and motivates the reader to take desired action, whatever that next step is.

Lee Kantor: So number one, start with a compelling value proposition that clearly communicates the key benefit your product or service provides. This has to grab the reader’s attention or they’re not going to read beyond that.

Lee Kantor: Number two, you want to be concise. That’s why I’m calling this a one-pager. You just have to stick to the essential details. And don’t just cram in content every single thing you’ve done or can do. So, just be clear and concise.

Lee Kantor: Number three, you got to know your audience. You have to understand who will be reading the one-pager and tailor the messaging accordingly. You got to solve their biggest pain point. It’s so important if you’re not talking about whatever their biggest pain point is, you’re not going to be able to move them to the next stage of the selling process.

Lee Kantor: And number four, you have to have a clear, direct call to action that tells the reader what you want them to do next. And that could be requesting a demo, that might be signing up for a trial, or it might be connecting with a salesperson. Whatever you want the next step to be it has to be crystal clear so they understand what to do after they read your one pager.

BRX Pro Tip: Are You Collaborating Enough?

November 6, 2025 by angishields

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Stone Payton: Welcome back to Business RadioX Pro Tips. Stone Payton and Lee Kantor here with you. Lee, I’m a big believer in collaboration. I have profited substantially from collaborating. What are your thoughts on collaboration? What have you learned about that whole practice?

Lee Kantor: Yeah. I think this is something that is low hanging fruit for most business owners and it’s an area that they don’t invest enough time on. You really have to be looking at the network that you have already built, and then look at each of the members and go, “Am I collaborating with other like-minded, non-competing members in my community?” And then, list them out. You know, get a list going of all the people that are potential people to collaborate that you already know a little or you’d like to know more of.

Lee Kantor: And then, spend some time each month teaming up with a member of that group and then figure out ways to work together, and that’ll give you a chance to get in front of their community, that you give them a chance to get in front of your community, and work together and do things together. Since you don’t compete with any of these people, everybody wins when you cross-pollinate amongst your respective communities.

Lee Kantor: You know, in our case, ways to do it is just, we can invite them to be a guest on our show so they can invite us to be a guest on their shows. We can invite them to co-host an event with us. Or together, we can come up with an event that we both show up somewhere and do together.

Lee Kantor: So, there’s lots of ways to collaborate. Just find that group of people that you already know and like and want to work with, and that maybe have complementary businesses to yours, and just figure out ways to kind of make that happen. If you do that every month, every every couple of months, you’re going to see you’re going to get in front of new people, you’re going to be helping them get in front of new people, and you’re going to build and grow your community.

Daniella Granzotto – Wednesday Waffles | Turning a Viral Trend into a Cultural Shift

November 5, 2025 by angishields

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Daniella Granzotto is the Chief Growth Officer at Wednesday Waffles, where she’s leading the charge in redefining digital connection through an innovative social app aimed at fostering authentic human relationships. With a mission to combat algorithm-driven isolation, Daniella is pioneering user acquisition and engagement strategies that fuel the anti-social media movement.

Before joining Wednesday Waffles, Daniella spent eight transformative years at Shopify, most recently as Head of Shopify VIP, where she built and led high-performing teams serving the platform’s top-tier merchants.

Her leadership drove multi-million dollar impact through strategic partnerships, executive engagement, and advisory programs. She also served in pivotal communications roles, including Head of Communications in the Office of the President, shaping C-suite messaging and managing high-stakes narratives. Wednesday-Waffles-logo

With deep expertise in growth strategy, executive storytelling, stakeholder management, and team scaling, Daniella is now applying her talents to tackle the loneliness epidemic. At the intersection of tech innovation and human connection, she’s helping to lead a cultural shift—one meaningful digital interaction at a time.

Website: https://wednesdaywaffles.com/
LinkedIn: https://www.linkedin.com/in/daniella-granzotto-95a4aa8a/

Transcript-iconThis transcript is machine transcribed by Sonix

 

TRANSCRIPT

Intro: Broadcasting live from the Business RadioX studios in Houston, Texas. It’s time for Houston Business Radio. Now, here’s your host.

Trisha Stetzel: Hello, Houston. Trisha Stetzel here bringing you another episode of Houston Business Radio. Today’s guest is Daniella Granzotto, chief growth officer at Wednesday Waffles, the app that’s redefining digital connection by prioritizing authenticity over algorithms. Daniella is leading their go to market strategy, driving growth and engagement as the platform takes on the loneliest epidemic and positions itself at the forefront of the anti social media movement. Before this, she spent eight years in senior leadership at Shopify, including as head coach, head excuse me, head of Shopify VIP, where she worked with some of the companies most influential brands and highest revenue merchants, shaping executive communications and building scalable teams that delivered multimillion dollar impact. At Wednesday Waffles, she’s bringing that expertise to turn a viral trend into a cultural shift. And she’s here to tell us how. Daniella, welcome to the show.

Daniella Granzotto : Thank you so much for having me.

Trisha Stetzel: I’m so excited to have you on today. When, uh, you and I engaged quite a while back and I was like, What is Wednesday waffles? And we got on the phone and I was very excited about what you’re building and these communities of people that you’re bringing together. Uh, and it’s lovely. And we’re going to talk about that in a few minutes. But I’d really like for the audience to know a little bit more about you. So tell us about Daniella.

Daniella Granzotto : Sure. I have a very unconventional career path in history. I, uh, am a theater school dropout, uh, by Education and, uh, spent a lot of time doing a lot of odd jobs before I eventually landed, uh, at Shopify as an executive assistant. Um, I applied seven times before they let me in. And on cover letter seven, I said, I have cover letter eight and nine ready to go, so let me know when you want them. Um, and I didn’t need them, as it turns out. And so I started right at the bottom and through the last eight years, worked my way up to, as you mentioned, head of VIP, where my team and I oversaw all of the biggest brands that utilize our platform. Um, and really the focus was around commerce, entrepreneurship and helping brands succeed in their own entrepreneurial endeavors. Yeah, yeah. And then from there, I, after eight years, decided it was time to take a leap into my own entrepreneurial journey myself and had, uh, owned a couple businesses in the past, had owned a wedding and events planning business. I owned a fake lash line at one point. Um, but when I came across this concept Wednesday. Waffles, that’s when it really spoke to me that this was the thing that I was supposed to do.

Trisha Stetzel: Mhm. Okay. So I’m sure if people are not familiar as they may not be around Wednesday waffles tell us exactly what it is.

Daniella Granzotto : Yeah. So it started by one of our founders, Zach from Australia about a year and a half ago, uh, took to TikTok to just share. Hey, my friends and I have been doing this thing. We call it Wednesday waffles. Uh, waffles in Australian and British slang, kind of means just the gift of the gab. Just chatting on about nothing. And, uh, they just waffle on about what’s going on in their day. And so every Wednesday, they would record a 2 to 3 minute video of just letting their friends know what was going on in their life. And it could be anything from the mundane to the challenging to the the winds that they’ve been having. And you just pop that in a group chat. And it allowed everyone to stay connected in a way that actually let people know what was going on in their life. And so I saw this, uh, TikTok go viral, and I was about to make a move across country, and I sent it to my girlfriends, and I was like, we need to do this. And so we had started doing it just in a group chat. And as I was doing it in the group chat, although it technically worked, there was a lot of limitations. It takes up all of your phone storage as the sender. It would look like my whole video sent, but as the receiver it would get cut off halfway through and it just wasn’t as good as an experience. But I had seen tremendous value just from the act of doing it already. And through that I was like, okay, this this is very valuable, but it needs to be better than this and it needs to be an app.

Trisha Stetzel: I love that. So, uh, you had I’m assuming that you got involved because you had a need. It looked like a really great idea. It was a way for you and your friends to stay connected. So how did it go? Daniella, from just this concept of hanging out with your girlfriends and figuring out how you were going to use different tools to stay connected without using up all the storage on your phone to where it’s at today?

Daniella Granzotto : Yeah, I think as we started to do more research into what the activity of recording a 2 to 3 minute video, it sounds simple. It sounds okay. Obviously I can let people know what’s going on in my life, but the benefits of it are it’s just hard to ignore. Despite being more connected by technology than ever, 30% 36% of Americans report being lonelier than ever. The traditional social media outlets that we have today are highlight reels, and it becomes a place of, honestly, more loneliness and depression for more people than support and community. What it might have originally been intended to do, which was, you know, originally sharecropping photos of what you ate for lunch on Instagram, how it’s evolved today does not have the same, uh, outcome. And so being able to take everything out of what social media has become that we don’t like and distill it down to authentic connection between the people that you love, that want to know the mundane, want to know what’s going on in your life, and being able to share that in a close circle has been so much more beneficial than feeling performative on our traditional social media outlets that we currently have.

Trisha Stetzel: So it sounds like I record my video and I do my waffle, if you will, on my own. And then whenever my group has availability, then they can watch my waffle and reply or um, I guess, uh, have an emotion to it. I’m guessing I know it’s not social media, and we’re trying to get away from that. Um, am I on the right track?

Daniella Granzotto : Yeah, we’ve designed it in a way that we don’t want you to stay on it forever. We don’t want you to be doom scrolling. It’s not something that’s created to suck you in. Which is why Wednesday waffles. We do limit your Wednesday to recording only on Wednesdays. You can only record on Wednesdays. We do have a feature that allows you to record on Thursdays. You just have a moldy waffle if it’s a little late. Um, because we want to give people the benefit of the doubt. You know, life happens and sometimes you can’t record on Wednesday. And so but you just record your 2 to 3 minute video that day, and then you have access to watch everyone else’s waffles all throughout the week. So it’s not meant to be this. We also don’t want Wednesdays to be treacherous for you, right? It’s you can consume all throughout the week. Your friends can common, they’ll react. So you’ll be able to see in real time. If you say something funny, the laughing emoji will pop up on the screen and you can see all of your friends laughed at that moment. Um, we have a little notes section where you’re able to go in throughout the week. If something really exciting happened to you on Monday, you want to make sure you didn’t forget it. You can pop it into your notes so that it’s all ready to go. Once you are ready to record your waffle. Um, and then you can have as many groups as you’d like. We don’t. We know that every group in your life is intimate, and you might want to share different things with different people. So I have a girlfriend’s friend group I have a friend group with. I have a waffle group with my siblings. I have a waffle group with some of my really close coworkers, and that way you can maintain those relationships while not having everyone have to see the exact same side of you.

Trisha Stetzel: Okay, I love this. So I’d like to kind of move into how does this play out in the business world? So I, I heard you say with some of the people that you’re close to in business, so does this play out or is it useful in business as well?

Daniella Granzotto : We have seen what’s really interesting. Some business use cases for it, in particular with stand ups. So a lot of teams will have their weekly stand up where everyone gets on a call, tells everyone what they’re working on, what they’ve got going on and projects wise. And to be able to do this asynchronously actually gives you and your team more time back, but allows you to still feel connected and up to speed with what everyone’s got going on. So it has been really fascinating to see, although we’ve definitely created it to tackle the loneliness pandemic that’s currently going on right now. Um, there are many use cases to be able to use Wednesday waffles.

Trisha Stetzel: Okay, I love that. I think that’s fantastic. And I think we’re all tired of the let’s all get on a video call together and wait for each person to say what they need to, and waste an hour when we could do it in 2 or 3 minutes and then on our own time, go back and see what everybody else has going on. I love this, this is awesome. So take me through how someone would actually use the app. You talked about different groups and recording the video. What? Maybe it’s just day in the life of a user or week in the life of a user.

Daniella Granzotto : Sure. So when you sign up for Wednesday waffles, we actually have our own little waffle mascot named Wally. Um, and you’ll enter a group with him and the Waffle Gang that he has. Every waffle needs friends. And so they’ll actually walk you through exactly what waffling is, what sort of things you can talk about, um, what the concept is like and who you should invite. And then from there it will give you either a link and you can record a little video of yourself that you can send directly to your friends saying like, hey, I want to start waffling with you. They’ll get that same invite process. A lot of times when we say Wednesday waffles, the first thing is, what is that? And what does waffling mean? And so we need Wally or Waffle to be able to explain it to people. And then you’ll get a notification on Wednesday. We are very intentional about not overloading you with with notifications. Again, we don’t want it to be something that you’re sucked into. And so you get a notification on Wednesday. It’s time to record your waffle. You’ll get a notification that your friends have recorded their waffles. Um, you will get a notification at the end of the day. If you still have not recorded your waffle, you have an hour left before you know you might want to get that waffle in. Uh, and then you’ll be notified once you’ve eaten all your waffles, once everything’s been eaten and you’ve watched all the waffles for that day, you ate and you completed the task for that day.

Trisha Stetzel: Wow. That’s amazing. And don’t don’t have a moldy waffle. I, I love that.

Daniella Granzotto : Yeah. We try, we’ll get we’ll give you the pass. We don’t want to, you know, judge anyone, but it will be a little moldy, that’s all.

Trisha Stetzel: I think that’s fantastic. So we’re about halfway through and I know people are already curious. Daniella, about Wednesday waffles. What’s the best way to connect with you or even learn more about Wednesday waffles?

Daniella Granzotto : Yeah. Our app is available on both iOS and Android, so either the Google Play Store or the Apple App Store. You can follow us on Wednesday Waffles app on all social media channels, and you can check out our website, which is Wednesday waffles.com.

Trisha Stetzel: Yeah. And so this solves the problem. Or is part of solving the problem of feeling lonely, right, where you have a place to go and connect with people.

Daniella Granzotto : Yeah, I will say the thing that keeps. I’ll speak for myself out of our team. Me motivated and and driving forward is the initial feedback that we’ve received from launch about how helpful this has been for people’s mental health and their connection. I’ve. We’ve received multiple messages from people who’ve said, if my brother had this, I think he’d still be around today. Um, we’ve also received, honestly, heartbreakingly, people who have lost someone to suicide. But the fact that they have all of these waffles of every single week, these memories with this person, has been super helpful with them on their journey. And that’s something that we are specifically really passionate about, is how can we create an environment that feels like a safe space where if you’re recording yourself every week, the people closest to you can maybe kind of pick up on some of those hints that, hey, things aren’t going as well as they would have liked, or I’m not doing so hot and being able to see the recording. I know a lot of people generally feel quite uncomfortable recording themselves on a screen, but if it’s just your intimate friend group and we can get them to a place where they can pick up on some of those nuances and maybe reach out because someone does need a little bit of extra help, rather than just sitting at home not feeling like they could reach out to anyone. We feel like if we can make that happen, even just a little bit more than we’ve won.

Trisha Stetzel: Yeah. That’s amazing. So I got goosebumps and even, like, a little frog in my throat as you were talking through that and being able to connect with someone who’s now no longer with us, which is super meaningful to most of us, and also it hearing just the kind words that people have shared with you about what you’ve created here. So if it’s okay, I’d like to shift to this business builder entrepreneur blood that you have running through your veins. And you said that you’ve had some other businesses even before Wednesday. Waffles. Listen, this was something a TikTok viral video that you latched on to. So how do you go from this viral video like, wow, this sounds like a really good idea to actually building a business around it.

Daniella Granzotto : Great question, I think. So having done a couple of businesses in the past, there’s a a metaphor I suppose, of. It’s going to it’s harder to create your own wave than it is to surf a wave that already exists. And so once I saw this, it had already gone viral. It means that people are already engaged with the concept. They just have either started doing it in a way that isn’t effective, or they’re interested, but they haven’t started doing it yet. And so having tested it and seeing, okay, there is area for improvement here, I can make this better. I, I’m not an engineer by trade. I, um, may have influenced slash stolen a couple of employees from my past to, uh, get on board and do this with me. And then I reached out to Zack. I found the original TikToker. It was his idea. He obviously is going to be more passionate about it than most. And I reached out to him and said, hey, I’m I’m going to build this thing. I’m going to build it with or without you. But I would love for you to be on our team and join. And he was on board after meeting all of us. And so it started with just the basics, right? What is the most painful part of doing it on a group chat? Because anyone can technically do it on a group chat.

Daniella Granzotto : And so storage was one. Um, and also being able to if you’re doing it in a group chat, you scroll and scroll and scroll to get to every Wednesday because there’s all this chatter in between. And so being able to host your videos separate from your chat and have it stored on the cloud so it’s not ruining all of your storage where our three biggest pain points. And so we started from there of like, okay, how do we solve the pain points. And then as we grew and expanded, it was how do we now make this even better? How do we make this a really unique experience that allows people to take their experience from inside the app and actually bring it outside? And so we’re now working on gamification. And if you and your your waffle group waffle every month and you hit a streak, then you’ll get entered into a draw to win a $500 Airbnb gift card. And that way you can take your friendship out of the app and into real life where it really matters.

Trisha Stetzel: Wow. Wow. That’s really cool. So I’m sitting here thinking, you know, one of the questions I would ask you is what’s next for Wednesday waffles? But we’ll wait for that until the end, because I’ll bet there’s a next. Next beyond this gamification, which sounds really cool. So as a business builder, really smart obviously that there’s a problem and you build the solution for it. So many entrepreneurs and people with great ideas go and build the solution and then try and find people that it fits. So what would you say to people who have this really great idea, but they don’t yet know who to put it in front of?

Daniella Granzotto : Great question. I think never underestimate the power of talking to people. Like, go find those people first and ask them what their problems are, because they will be so quick to tell you their frustrations, right? Everyone has them in any industry. And if you say, hey, I’m. It could be as simple of I’ll use the wedding industry because that was my previous background. I’m looking at getting into the wedding industry. You work in the wedding industry. What’s the most frustrating part about it? And someone will immediately be like, oh, it’s like I can’t keep my contract straight or vendors are so slow to respond or like nothing fits in. Everyone has their own platform and you’re like, okay. And you start to get your, um, ideas racing about what do all of these problems mean, where it can still be in an industry that you’re passionate about because that’s important, too. It’s going to be hard work and it’s going to be treacherous, and it’s going to be lonely, and it’s going to be frustrating. So you want to make sure that you have your why or something that you are very passionate about that keeps you going, but at least it’s a problem that, you know, other people have in that area that you’re interested in and not the other way around.

Trisha Stetzel: Mhm. Beautiful. Uh, we don’t want to go build something in a silo. We need to really understand what the challenges are of those we want to serve.

Daniella Granzotto : And I think to that point, one of the things that we have found the most humbling, but also the most helpful, is we did build this out in the open because the concept had already been, um, reached. People already knew about it. They were already aware. We said, hey, we’re building this thing. We got a ton of engagement and followers before we even had built the thing, because people were interested in the concept and they were like, yeah, great. And because we had interest, we built our V1 in three months, super scrappy, super fast, and it showed. We launched it and it it broke and it was there was a ton of bugs. And so then we had to get back on and people told us they weren’t shy with their feedback and we had to get on and be like, hey, we promise we’re good at this. We know, we know tech. We we did it very quickly and that was a mistake. We’re now going back to the drawing board to do it a little bit better. And thank you for staying with us on this journey. And that is it can be very humbling, humbling or even embarrassing to put something out that you’re not necessarily proud of at first. Uh, but the feedback we received as a result were people were immensely kind, sending us paragraphs of feedback of just like this button didn’t work, but I want it to work so badly because I’m just waiting to do this with my friends. And I’ve never, I don’t know about you. I’ve never sent such kind and robust feedback to an app before in my life. Like, if it doesn’t work, I’m moving on to the next thing. Yeah. Um, and so it is. I would recommend for anyone that is starting out, like put your crappy first version out fast and it allows you to reiterate and don’t be, uh, don’t be so attached to the results of it and what people think of it. It has no reflection on you and your capabilities. It just allows you to reiterate faster and get to the finish line of the product that people want faster.

Trisha Stetzel: Yeah, and being honest about it, and I’m assuming that’s why you got so much great feedback is because you were honest. Yes, we brought it to market. It certainly wasn’t ready yet. As you can see. We need to know from you what did it feel like? What’s broken? Right. Yeah. And being transparent.

Daniella Granzotto : The basis of what we’ve built Wednesday waffles on is authenticity, right? We want to create a friendship deepening tool that allows you to be your genuine and authentic self in an environment where you feel safe. And for us to build that with the goal in mind and not be authentic ourselves as the creators of this app and not feel comfortable to come out and say, hey, we missed the mark. It’s not that great yet. It’s going to be better. Were deeply invested in making it good. And we want you to stick around for the journey that resonates. Because if we can’t do that, then we can’t build an app. On authenticity. It just won’t work.

Trisha Stetzel: Yeah, absolutely. So I think we have a glimpse into who your audience is, your ideal market, if you will, for Wednesday waffles. Do you can you describe who your ideal market is? So if we’ve got folks that are listening, they can either connect with you directly, or they know someone who may be very interested in using the app.

Daniella Granzotto : Yeah, absolutely. I think there’s two different categories that we really serve well. The first is that high school university student, like going from high school to university is the first time in your life that all of your friends are no longer going to be in the same spot, right? And similarly from university than graduating out into the real world. Those are the first times where, hey, suddenly my friends aren’t just located down the street or on the same block as me, and if I want to maintain those relationships, I have to find a new way of doing it. And so we’ve seen a ton of usage from those two groups. And then the second group, where we’ve seen a lot of usage is also that late 20s, early 30s. I think particularly women, although men too. But that’s the stage where suddenly everyone’s starting to have kids. Your hangouts don’t happen as frequently as they used to. You can’t get together at the same cadence, and to be able to connect with those people still, in a way that’s light lift, low stress, it doesn’t feel burdensome. Um, has been really a target audience for us, too, that we’ve seen benefit greatly from it.

Trisha Stetzel: I love that that’s beautiful. And there’s use case for business as well. I’m just putting that out there because I can see even in my own space that this could be very beneficial to the area that I work in, uh, and even with client work could be very beneficial as well.

Daniella Granzotto : Yeah, absolutely. Having a like for coaching or mentorship, having an accountability partner, being able to create groups that hey, you check in once a week, you see how you’re doing. There’s a lot of benefits to it. And what is relatively a simple concept that we’ve made, we’ve just made better.

Trisha Stetzel: Yeah I love that. And I love your authenticity. I love that you’re so transparent. Um, and sharing your story. How do you get through the hard times in your business when things get really tough and really low? How do you get past those?

Daniella Granzotto : Honestly. Great question. In the spirit of authenticity, I was having a tiny little mental breakdown before getting on this call. Um, because especially when you’re doing go to market for a new product, and I think also I’ll speak for myself. I worked for a very well known company, uh, you know, three months ago where anytime I emailed someone, I would get an email response right away. And so going through that shift again of back to nobody knows who I am, nobody cares what I do. It is a it can be discouraging. And I think staying true to your mission and being reminded of your why is super important. And then also for entrepreneurs, if you are privileged enough to be creating alongside other people who you you choose to be, your team is makes the world of a difference. And ultimately, I think if your first if you have a group of people who are committed to building something together, even if your first idea doesn’t work, if you have intelligent, hard working people by your side, you will. It will work out for you. And it could be idea one. It could be idea three it could be idea five. But that’s something I highly recommend when you are looking to start a business, be very careful about how you choose your partners. Get everything papered. I do recommend that. Don’t be foolish. However, having a team that is there to support you and lift you up when you’re feeling down is crucial.

Trisha Stetzel: Amazing. Well, I hope that. I hope that this was in your day as you came into this conversation.

Speaker4: It was. Yes.

Daniella Granzotto : It’s definitely a highlight for sure.

Speaker4: Good.

Trisha Stetzel: Uh, okay. Last question. Daniella. You gave us a sneak peek into what’s next for Wednesday waffles with the gamification. But what’s next? Next? What do you see in the future?

Daniella Granzotto : Yeah, I think so far we’re not a friendship binding tool. We’re a friendship deepening tool. And so this we’re very intentional about this is for deepening the relationships you already have. We want those relationships to be very strong. And we believe that even a few strong relationships are better than many fickle ones. And so that’s where we’ve started. And you don’t. I also say waffle groups. You can waffle 1 to 1 with one person. It does not need to be a group of 5 or 6 of your closest friends. Right. And so I think once we’ve nailed that and tackled that and been able to give people an opportunity to take their friendship in app, celebrate it out in the real world, it then takes the next step of okay, how can we become a friend finding tool as well? And what does that look like? And I think we have a unique capability to do that because we have, you know, people record two minutes about what’s going on in their life every single week. And so hopefully in the future, there’s a way for us to maybe, hey, like, this person cares a lot about knitting and so does this person over here. And they are not in the same waffle groups, but they have a lot in common. Maybe we could introduce them to each other. And so that’s next. Next. We’re not there yet. Um, but that would be the long term goal is if we can be a friendship deepening tool as well as a friendship finding tool.

Trisha Stetzel: Fantastic. Daniella, thank you so much for spending a little bit of time with me today, talking about Wednesday Waffles and about Daniella. Your story is amazing.

Daniella Granzotto : Thank you so much. It was a pleasure chatting with you. I’m happy to be here.

Trisha Stetzel: That’s all the time we have for today. Guys, if you found value in this conversation, please share it. Share it with a fellow entrepreneur, a veteran or Houston leader ready to grow. Be sure to follow, rate, and review the show because it helps us reach more bold business minds just like yours. Your business, your leadership, and your legacy are built one intentional step at a time. So stay inspired, stay focused, and keep building the business and the life you deserve.

 

Eric Mulvin – Pac Biz Outsourcing | How to Scale a Global Company Without Sacrificing Culture

November 5, 2025 by angishields

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Houston Business Radio
Eric Mulvin - Pac Biz Outsourcing | How to Scale a Global Company Without Sacrificing Culture
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eric-mulvinEric Mulvin is the CEO of Pac Biz Outsourcing, a leading provider of customer support solutions for B2C e-commerce businesses.

With a strong background in outsourcing and service operations, Eric has grown Pac Biz into a trusted global partner by integrating Human Intelligence (HI) with AI technologies to deliver efficient, scalable, and high-quality support.

His leadership is rooted in fostering an empowering workplace culture, resulting in exceptional employee retention and client satisfaction.

Eric’s mission is to help growing businesses eliminate operational bottlenecks and scale smarter—without sacrificing the human touch. Pac-Biz-Outsourcing-logo

Website: http://pac-biz.com
LinkedIn: https://www.linkedin.com/in/mulvin/

Transcript-iconThis transcript is machine transcribed by Sonix

 

TRANSCRIPT

Intro: Broadcasting live from the Business RadioX studios in Houston, Texas. It’s time for Houston Business Radio. Now, here’s your host.

Trisha Stetzel: Hello, Houston. Trisha Stetzel here bringing you another episode of Houston Business Radio. Today’s guest is Eric Mulvin, CEO of Pac Biz Outsourcing, where he built a 250 person remote team without outside capital. And we’re going to talk about that a little more later to. Eric’s company specializes in helping B2C e-commerce businesses scale with a powerful mix of human intelligence and AI tools, improving support, dispatch, and finance functions while keeping service quality at the forefront. He’s passionate about creating systems that allow leaders to delegate like CEOs lead effectively across time zones and protect a company culture, all while driving growth and client satisfaction. I’m excited to dive in to his journey of building and leading a global team the smart way. Eric, welcome to the show.

Eric Mulvin: All right, Trisha, thank you so much for having me. And that’s an awesome intro. I’m going to have to write that down. That’s a great one.

Trisha Stetzel: You can always come back and look at the recording, right? I’m just saying you can listen to the podcast. Well welcome. I’m so glad to have you on the show today, Eric. Um, when we had our initial conversation, we really connected. And I think there’s a lot of things that we have in common. I’d first love for you to tell the audience more about Eric. So tell us a little more about you.

Eric Mulvin: All right. Uh, a little bit about me. Uh, I’m Phoenix guy, uh, Arizona native. Um, and if you know people from Arizona, you know that there’s not too many of us. Everyone here probably like Houston, Dallas, you know, those a lot of people from all over the place. Uh, yeah. And so, uh, that that’s a rare part of me, but I. I love being here in the desert. And I always knew that I wanted to start a business one day. I used to tell people that all the time. And, uh, there’s some really cool stories out there about some of the businesses that I started over the years. I just had no idea, as this entrepreneur, from building a Lego City when I was five years old and charging charging my parents admission. Um, my first business card I ever made for myself was in I think it was like sixth grade. I built a Kobe’s card Shaq basketball card, uh, where you could buy and sell cards for all the neighbor kids. And, uh, thanks to that, I’ve got some Kobe Bryant rookie cards that are locked away, uh, that are pretty valuable. Uh, but I’ve gone on and on and made a lot of businesses. I didn’t realize, though, that, uh, that was my career. I actually tried to go into marketing. Um, tried to. I was one of the first content creators out there in 2009, writing YouTube spots for, like, the Arizona Lottery, uh, casino Arizona out here, Arizona Department of Health and uh, then went on to Yelp, worked at that.

Eric Mulvin: That was a Yelp as a startup. Uh, so that was a fun time. Um, and I took my last paycheck from that job and used it to get a loan for my first taxi, because I wanted to get into something I wanted I could disrupt. And being in college out here, uh, growing up, you know, I was I graduated college, like, 0708. Um, the taxi industry, that’s how you got home. If you were drinking at night, there was no Uber, there was no Lyft. And for those of you guys that remember what it was like back then, like everyone leaving the bar and there’s like how many taxis to take people home. So it’s a mess. You know, it’s a it was a broken system and no innovation for decades. And so I wanted to get into some place I could disrupt. And I was like, taxi, why not? So that’s what like was my first official LLC, my first business. And, uh, that got me into the entrepreneurship world. Um, but I should say really big important part of that story is nine days after I started the business, like I got the taxi. Uh, I met my wife. Uh, so we, like, there’s a crazy connection there. And she’s a business owner as well. So, um, but, yeah, that’s all part of the story. Uh, and then it kind of grew from there.

Trisha Stetzel: Well, okay. So first, congratulations. So the two of you been together for quite a long time, and two, it sounds like there’s some serial entrepreneurship happening in the household. I’m just saying lots of that.

Eric Mulvin: Yeah. Now starting to rub off on our kids, too. So, yeah, there’s definitely a house of, uh, entrepreneurs here for sure.

Trisha Stetzel: Yeah, I love that. So let’s talk a little bit about Pac biz outsourcing. Tell me what it is. Uh, describe for the audience who you serve and why you serve them.

Eric Mulvin: Yeah. So outsourcing, we provide 24 seven outsourced support to businesses across the US, Canada and the UK. Uh, and as Trisha mentioned earlier, we got a team over 200 people out there in the Philippines doing that work. And, uh, we focus primarily in, uh, transportation, e-commerce, uh, software companies. And, uh, we also have a virtual assistant division and that anybody could use. Um, but that’s, uh, pretty much what we do. And then being that, uh, we started it in 2015, uh, you know, I mentioned the taxi business, you know, Uber, Lyft, the whole thing changed. And so, uh, we pivoted to running a call center, uh, because we started the call center to take calls for ourselves. We had five people, um, working 24 over seven in the Philippines. And that’s what sparked the idea for the call center. And, um, from that 2015 to now, we’ve been able to grow it. And we’ve taken like, we’ve done some rough numbers, I think, for some back of the napkin estimates about 30 million phone calls at Pacages. Outsourcing is handled over the last ten years. Uh, and that’s a lot of experience. That’s a lot of data. That’s a lot of expertise there. And so we’ve taken all of that. We’ve learned over the last ten years. And now we’re building AI tools, uh, AI powered tools and software for the industries that we serve. Uh, and so that’s the, uh, 2.0 of Pacages that, uh, that we’re pivoting into.

Trisha Stetzel: That is really cool. Okay. So, uh, I mentioned earlier in your bio that you actually built this team without any outside capital. So tell us the the secret to your madness over there. How did you get this built out? It sounds like it started with the taxi company and the need for having a team. And then you started building it so that you could support others. So how in the world did you get there without outside capital?

Eric Mulvin: That’s a great question. And, uh, it’s, I guess one that I’m pretty fortunate that I because of the marketing and everything I was doing all these years. Um, I got connected with some people, some other business owners, and they really liked what, like what I was doing. Uh, and I actually, for one business owner, I was like, you’re spending TV ads, you’re doing radio ads. I was like, I don’t think you’re getting any results. So we cut about, I don’t know, is it $100,000? Out of his marketing budget? Sales stayed the same. So that was the moment where he was like, ah, whatever business you start, I’ll invest in you. Um, and so that’s what happened is, uh, he was one of the early investors in the taxi business, and then we, we stayed working together for the call center, and, uh, but we actually built it all from scratch. So we took all of the revenue that we created and put it right back into the business. And, um, we were able to grow everything from there. Uh, I look back and I, I didn’t realize how fortunate we were to be able to do that. I just thought, oh yeah, the business is growing. Let’s just keep taking money. Uh, lots of mistakes made along the way about budgeting and finances and and all that. But, um, but we’ve learned all those lessons, and we were able to, to scale it up to where we’re at today and, uh, but and that’s, that’s probably for another, uh, answer that, you know, what happens? How do you get to the next stage? Uh, because it, it, it starts to get very more challenging to continue to just bootstrap yourself, uh, as you want to get bigger and bigger and bigger. But that’s kind of how we got started.

Trisha Stetzel: Okay. Yeah. And so why don’t we. If it’s okay, we’ll dig around in there a little bit. Uh, you know, what have been your biggest challenges in scaling?

Eric Mulvin: Um, well, my business partner, who we’re 50, 50 partners with, um, I joined this this, uh, peer advisory group, uh, that was really beneficial to me. And because of that, I realized after that first session, uh, I went to him and I was like, I need to buy you out. Like, there’s really. You’re not really contributing anything here. Uh, and it was making the taxes a mess, and, uh, it’s just all kinds of stuff. So got him out of the business. And because I knew I could grow this to way bigger heights, and, uh, I was the one doing all the work, so that was part of it. Um, what are some of the other misses? I know being a business owner, you know, like, we I put my house as collateral, you know, for some of this, like, business loans that we ended up having to do over the last couple of years to, to get ourselves growing. Uh, and I think that’s a common thing that you hear business owners, uh, do as well. Um, definitely no credit cards. You know, we haven’t we didn’t build up, like hundreds of thousands of credit card debt, but, um, but I, I maintain really good credit history and, uh, good payment history, good reputation.

Eric Mulvin: So I was able to go out and get some business loans and we, we built stuff up. Like what you hear a lot of businesses go through. You know, we got lines of credit so that we’re not relying on all this short term capital all the time. And that’s helped a lot now. And, you know, we’ve been able to pay off those loans. And now banks are like please it’s funny how that works right. Like when you need the money, it’s really difficult to get when you don’t need it. Everyone wants to give it to you. But we experienced that as well. So, uh, but we’re in a good spot. So if we want to grow now, uh, there’s, we have hardly any debt. And, uh, if I have a choice, I could take on money to to grow and accelerate the growth even faster. Or, uh, we could continue what we’ve been doing, build grow off of our own profits and grow from there.

Trisha Stetzel: I love that, yeah, I heard someone say more than once, uh, the best time to get money is when you don’t need it, right? Or the best time to borrow money is when you don’t need it. Uh, because that’s when you’re prepared to get the money.

Eric Mulvin: Exactly.

Trisha Stetzel: Yeah. Uh. Let’s talk. You talked a little bit about human intelligence and AI tools and how you’re using those together in your business. So, um, how do you decide just at a high level, what to automate and what still needs human touch, and how does that work in your business?

Eric Mulvin: Yeah. Uh, that’s another great question. You know, we’ve been working with AI tools now for, uh, well, at least at the leadership level, about a year and a half. Um, me personally, over two years. Uh, and I think it’s just because of the industry we’re in, you know, getting disrupted by AI. And so we jumped in sooner. Uh, a lot of you guys listening might be like, you know, it’s not really impacting my industry as much. And so you’re not seeing the pressure that we are. We’re like, hey, everything we’re doing in our call center could be automated by AI. We need to look at what else is out there. Um, but what we’ve done is we looked at what are the job like. We look at everyone’s role and we look at the tasks that they’re doing. What are the things that they could be doing that could be augmented, assisted by AI. And what are the things that could be possibly replaced by AI? And uh, and also what else could they possibly be doing if they’re not doing all these other things that now you’ve taken away from their plate? Uh, and so you go through that and you can do that with any role. Um, but doing that for your company is vital. And I think another step that was really beneficial for us is process mapping, and that you can’t skip that step.

Eric Mulvin: And, uh, it it’s very time consuming, very laborious. But the dollar savings you get out of it, especially if you haven’t done it in a while for your business. Oh my goodness. Like the the money that’s leaking out of your company. Because people are just following a process. Just because that’s the way it was. They don’t question, you know, why is it the way it is? That’s a leader business leader’s job. And I think a lot of people don’t realize, like, how come people don’t think like me? Why don’t they see that glaring like hole in our process that no one has tried to fix? And it’s because not everyone thinks like a business leader, so they’re going to run through those steps over and over again for years until you actually sit down with the team, look at your process, be like, whoa, like this right here. We could totally put AI in this step and eliminate these steps over here. So you go through the whole process mapping and so you clean up your company, um, fix streamline things, but at the same time recognize here’s where we could put AI here and here. Uh, and so that that’s a very basic level, obviously, you know, this is months and months, sometimes years of work. Um, but that’s a high level overview of what to do.

Trisha Stetzel: I love that. So and process mapping gets missed when we see solopreneurs or somebody who gets into business because they’re very passionate about a particular thing. And so they’re doing everything themselves and they don’t write any processes. So in the beginning, it’s bringing the team on. And now you’re in a position where you’re building these process maps with your team and implementing AI. I love that, I think it’s amazing. So we’re about halfway through our conversation. I know people are already interested in having a conversation with you, Eric. So what is the best way to connect with you?

Eric Mulvin: Uh, best way to connect is on LinkedIn. You can find me on there, Eric, Marvin, and, uh, or, um, what’s another good place? Uh, our website Pac Pac biz com. Uh, and we are just, uh, at the time of recording today, we’re we’re rolling out a new website in the next 24 hours. Uh, really excited because all the stuff I’m talking about here, um, hasn’t been on our website yet, so, uh, there’s a lot of stuff about AI. We’re getting ready to do webinars, um, put out a lot of educational material and, uh, getting ready to launch my own podcast. So all that stuff, you can follow me and, uh, look for updates on there.

Trisha Stetzel: It’s very exciting. I can’t wait to hear about your podcast. Okay. Uh. You guys. Eric. Mulvin. And it’s m u l v I n if you’re looking for him on LinkedIn, a great way to get connected again. Uh, CEO of PAC biz outsourcing. So. All right, Eric, let’s dig into you as a leader. Um, many business owners struggle to step out of the weeds, right? We’re so deeply embedded in our businesses. Uh, and you also serve people who are in the weeds and need to get out, right? So not just you, but the people you serve. What systems or even mindset shifts have helped you truly delegate like a CEO?

Eric Mulvin: Oh, wow. Uh, I mean, I think one thing that I’m really grateful for is, uh, we got an outsource company, and that’s where you go to get virtual assistants. And so, uh, after years and years of people coming to me saying, like, do you have virtual assistant? I’m like, no, we just have to call center people, not virtual assistant. I finally like I better start looking into this. So I took one on first. And uh, for a couple of years I did that and I was like, this, this is amazing. I even just this week, um, the assistant that I have working with me now, shout out to man, in case you’re watching this, uh, but, um, we’ve been working together for over a year now, and I can’t tell you how amazing it is to have someone that you could throw any crap that’s coming your way to them and like, oh, there’s a conference coming up. I need to book. Book me for this and the travel. And we’re going to try to host a dinner. So contact the hotel and you know all that stuff. I don’t have to explain anything. I don’t have to, like, double check to make sure she booked the flight, okay? Because she’s booked dozens of flights for me. She knows. And, you know, we talked about, um, process mapping. We document every every time there’s a new task she has to do. It’s documented. And, uh. And if not, I can’t blame her for not doing it right.

Eric Mulvin: We did take the time to document it, so. Alright, let’s do it right this time. And, uh, and so that whole thing has been so beneficial. We’ve been able to put all of that, that we’ve learned into, uh, our virtual assistant program. And the virtual assistant program is far from complete. Uh, because one thing I’ve recognized is business owners come to us at varying skill levels of working with an assistant and delegating. And so I know exactly the challenge that you guys are having. If you’re listening, like, I don’t know where to begin to delegate or I can’t delegate, none of that’s true. Everyone can delegate something. Um, there’s no way that there’s like you, your day is so filled up that you can’t pass things on to other people. Um, it’s just about control. And then creating the system so that you can get that stuff out. Um, and then another thing that I think has been Really beneficial as well. Um, is taking the time to get that assistant, um, some custom AI tools so that when they’re putting stuff together for you, whether they’re filling out like a description of your for a bio for some social media page or, you know, again, I, I use a conference example when you’re registering for a conference, give us details about your business. She knows exactly like he can create anything in exact words of how our business, uh, should should say it. Um, and in any of those processes are all in the AI tool as well.

Eric Mulvin: So she can go to that for questions first before going to me. But even I built the tool where it’s like, what? Like what time of day I like to travel. Where on the airplane I like to sit, you know, if it’s a flight leaving in the afternoon from the Philippines, you know, when should I like? There’s all kinds of stuff in there that I know she can get. Right. And, uh, it also the accountability side is really interesting too, because when you give that I’m talking about virtual assistants, but the same thing applies to business owners and their employees. When they have that level of information. It’s not that you just verbally told them and they need to go do it. It’s like that AI tool has all the information you need to do your job, and if you’re not using that to do your job accurately, that’s a problem. Uh, so we give them those tools to, um, so that now I could just focus on running the business. And it’s taken a while to get to this point. Um, now we’re trying to see how can we bring that, the AI stuff to virtual assistant, because we’ve been doing that for years with clients. Um, we haven’t brought the AI side to it, so I’m really excited about that because that’s going to unlock so much more that a virtual assistant can do for business owners. And this is going to really help people accelerate faster.

Trisha Stetzel: Yeah, absolutely. And you’re right about delegation. Some of us may be a little afraid of it, but it’s a learned skill. Not everyone’s good at it, and most of us aren’t in the beginning, right? It’s something we can learn. So go get good at it. And it can start with a virtual assistant. We have one to shout out to Risha. She’s been with us for three years this week and, uh, congrats. Yeah, it was a game changer. It was absolutely amazing. So as you are talking through that, I was thinking about leading across time zones. Uh, and many of us are doing that in our businesses, uh, or even as leaders in bigger corporations. And it can be tough to lead across time zones. So how do you maintain your company culture, uh, and, and even employee engagement when your team is spread across the world?

Eric Mulvin: That is very true. Yeah. So the way we keep our company culture and engagement intact, you know, despite people working 24 seven all over the place. Uh, there’s a couple things. I mean, one really actually focus on culture. Uh, we have a full time person. We’ve had a director of company culture for many years, and we still have a full time person on the team that plans events. They recognize people on their birthdays. Uh, they they do all the fun stuff, uh, in their company. So if you don’t have anybody, if you’re a small company, right, like, hey, we six people. I can’t have a dedicated person. No, that doesn’t make any sense. But why not give someone that responsibility a couple hours a month? You know, a little bit of a budget. What would that do for your company? You know, and so, um, that’s, uh, that’s something that people can do. But how do we how do we manage the 24 over seven thing that that’s been something we’ve been struggling with? Uh, it’s been hard because, you know, we’ll have, uh, the bulk of our work is done daytime in the US. Um, so where we got a lot of people working, which is overnight in the Philippines, but our admin works daytime in the Philippines. So if they need to talk to some of the workers like it’s okay. Come in during the day. There’s been some issues, but we’ve been able to figure that we people in HR to work overnight.

Eric Mulvin: So now there’s a meeting. Okay. You meet with this person overnight. Um, another thing. So we brought in a new COO. Uh, you know, I was earlier level company up. And how you do that. So in July, that’s a major change that we did. And one of the things that, um, she brought to us was a tool called asana. And so, no, I don’t have any promo codes for you guys. Pay me. But, um, just some, some management tool, and I know my wife is. She’ll be like, I’m telling you this for years that you need to get on like some to do list, but that in the last four weeks or so, like August is when we started putting that in place. It’s been because, like, we’re really trying to eliminate emails and meetings and everything into a sauna. And so that again, it’s a skill. It’s it’s taking time to learn. Uh, and getting everybody on board because you’re the way you’re doing your work is different. Um, but already we’re seeing drops like huge drops, number of meetings that has done, um. Emails are down, and, uh, but communication is. So we’re not spending more time in meetings. We’re not sending more emails. Um, we’re working more efficiently. So, uh, I think it comes back down to systems. It’s all systems in business. So, you know, you need a system to help you out with that. And, uh, that’s a good one to, to look at.

Trisha Stetzel: Yeah. No, I love that. And I think that adopting tools that help us stay out of meetings and can keep us organized and create better communication with our teams is so important. Uh, earlier you talked about your VA service for anyone. And you know, the the language around using a virtual assistant is pretty well known. A lot of people know what they do. Let’s talk a little bit, just for a couple of minutes about the call center. Uh, you gave some examples of clients, but if someone’s listening and they may or may not know if they need a call center. Who are your best clients? And what is the benefit of having a call center?

Eric Mulvin: All right. Our best clients, uh, would be. Well, there are bigger clients. We love those, of course, because if you come to us and they say we need 30, 40, 50 people. Yeah, that’s that’s amazing. Um, but we have these core values at practice. Uh, for us, it’s family, respect, teamwork, compassion and personal growth. And for whatever reason, that family one, um, it shows up in a bunch of different ways. One of them is a lot of our clients are family, business, family owned businesses, generational, multi-generational, like the grandparents started it 80, 90 years ago. Pass it on to their dad. And now they have. And now they’re trying to, you know, whether what how do you transform an 80 year old company into, you know, something that’s still viable in 2030? Um, but that gets us also working with smaller businesses, too. So some of the smaller. Well, obviously, if you have a virtual assistant, you just got one person working for you. Um, but we have some clients that have, uh, 2 or 3 people. So when do you need a call center? Well, it’s you one, you probably have a lot of calls, emails, chats, a lot of incoming stuff coming in. And you got someone from your team that’s doing that work. Now two things happen.

Eric Mulvin: One is the person that’s doing all that work. They’re really good. And you want to give them more stuff, but you can’t because they’re busy with the customer stuff, and you’ve tried to hire somebody to take on customer service and everything. You not really representing your brand or you tried. They worked for a couple weeks and they quit. And now your your person is back to doing the same task again. These are the stories that we’re hearing from customers when they come to us. Uh, and so if you don’t want to deal with hiring, training, managing that person that’s doing the basic work, then that’s where we come in. So we could help with that. Uh, and then you focus on the parts of your business that matter. Uh, I don’t think anyone started a business to run a call center or to manage someone answering email, customer emails. It’s vital, but we can help with that. So that’s where we the experience, the support, all the people to do that. Um, then you could focus on your business. Um, so that’s the, the main thing that typically happens is that then. Yeah, maybe you already have some call center people and you’re trying to cut costs. Again, the having people here in the US, if you do great.

Eric Mulvin: You know, and the people that do that I’ve seen be successful. They pay their employees a lot of money, more than, you know, minimum wage for the call center job. So if that’s not in your budget and not in your business model, We could be another solution because the people working in the Philippines. This is a white collar job for them. Many times they’re the breadwinner for their family. And when I say family, it’s not a four person household. It’s like a person household with the grandma, the brothers and some cousins all living under one house. And that person is usually the one making the money for everyone. So these are professionals. The issues that you deal with, people are working, working with people here sometimes, or I hear it from Canada, the US, the work ethic and some of the challenges there. They just don’t have that with the people in the Philippines. Uh, when you’re at least with the people we hire. Uh, so we really so whether it’s us or whether you’re working with anyone else, um, it doesn’t it’s not a magic wand to outsource. Oh, my problems are solved. There are. Even in our tiny city of 250,000 people, there’s like over 100 call centers, some of them having over 5000 employees.

Eric Mulvin: And so there are tens and tens of thousands of options in the Philippines. And then even more so globally. So not everyone’s equal. You gotta look and make sure that the company you’re working with do they take care of their employees? Uh, are they happy? Do they stick around a long time? You know, we’ve been certified. Great place to work in the Philippines now from 2023, 2025. Like going on three years now. Uh, and we do that even though we’re a smaller company, most of them have like thousands and thousands of employees. But I want to show people like we really do take care of the staff, take care of the people there. And and it shows. I’ll, I’ll say this a long answer, but, um, we’ve been I, we have a new CEO. What typically happens in a company when there’s a new COO, there’s a lot of changes. People aren’t happy. Had some people leave and the last two, three weeks not even like the last week, I think it was like half a dozen people that have tried to come back to reapply. So I don’t know that that tells me something I haven’t dug into, like any interviews and surveys and what’s going on with that. But, uh, that’s that’s pretty interesting.

Trisha Stetzel: That is very interesting. Well, and I love that you were able to just tell us your values. And one of those is family. And it sounds like whether they’re in the United States, Canada or across the pond, if you will, or across the globe, they’re all part of your family. And you, um, support family owned businesses as well. So I just I love that you were able to tell us that and you know exactly what your values are. And it sounds like everybody in your company understands that as well. All right. So as we get to the back end of our conversation, um, I have one last question for you, Eric. You talked about a few things that are kind of coming up the pike and things that you’re working on. But what’s next? What’s next for Eric and Pappy’s outsourcing?

Eric Mulvin: Alright a lot. Uh, I was just listing out to my business coach, like the next couple of months. He’s like, what big projects are you working on? And, like, I ran out of room because there was so much. Um, we’re, you know, it’s all again. I’ll. I’ll tie it back to the story of leveling up. You know, we’ve been about the same size for the last 4 or 5 years. We hit the ceiling. Everything that I have tried to do to try to grow this company, going to conferences, doing more stuff on LinkedIn, spending a bunch of money on online ads, you know, like you’re just running around trying all this different stuff and like, something has gotta work. So finally last May, I was like, we’re just shutting down all of our marketing and we’re just going to figure out, like, who are we going to be? Because that was like for us, the peak of the freak out about AI, like, oh my gosh, like the news, the headline, it’s still now, today. But like then it really was like, okay, we really need to do something. So, um. So that’s where, like, now we’re getting ready to get a new website going. We got, uh, I’m launching a podcast, and then hopefully the next 30 days, it’s called Unfinished Business with Eric Walden.

Eric Mulvin: Uh, interview people talking about what they’re doing with their business with AI and, uh, and outsourcing. Uh, and then, um, yeah, we’re getting ready to launch a bunch of webinars. So if any of the services I talked about sound interesting to you over the next 3 to 4 months, we’re going to have a webinar for every one of those, and we’re going to do that all the time. So, um, that’s another thing you could check out from our website. And then the big thing is our AI tools, like the, the first tool that we’ve been working on is a tool that listens to the calls and what we’ve figured out along this journey of like building a development team, um, building this for ourselves and now building for companies is that there’s so much more that you do like. Like for the people that are listening here, if you guys have ever had an AI tool on your meeting, on your zoom calls, you know the power of what that can unlock in your business. If you could take that transcript, you know, what can you do with it? With ChatGPT, you could do a million things for your business. Well, imagine the power of that for every single interaction that happens on the phone, because QA buy for call center, we typically if we’re talking to a company this week, they’re like, we’d be lucky if we’re listening to 0.25% of calls.

Eric Mulvin: Wow. And, you know, we try to go for like 1%, but even then, that’s 99 point whatever percent of your calls. No one is monitoring. It’s completely of no idea. Most the time it’s like this bad thing happened. We need to go figure it out. Let’s go listen to the call. So what you can unlock from that is amazing. And it’s it’s taken this this simple tool that we thought we were building into something massive where it’s going to be able to do coaching for the people on the phones. It’s going to be able to lock in. That’s happening between, uh, in the transportation space, between the drivers and the dispatchers. Um, and then there’s, there’s a whole bunch more so that that’s the biggest thing. And we were we were talking with some pretty big folks in Europe, uh, that are probably going to be on board with us with the next couple of months. And so that’s crazy, like going from a call center to where we’ve got our own development team coming out with software. Uh, it’s I still can’t believe it. That’s the big thing. We’re working.

Trisha Stetzel: Yeah. That’s amazing. Eric, it has been such a pleasure having you on today. So you guys go out to LinkedIn, you can find Eric Mulvin m u l v I n on LinkedIn. Or you can visit his website at Pacback. And find all of the cool things that he’s been talking about. Because I know the website is already out there. I’ll put all of these things in the show notes so you guys can just point and click as well if you happen to be sitting in front of your computer. Eric, again, thank you so much for being with me today.

Eric Mulvin: Thank you so much. It was awesome being on here. And hello to everyone in Houston.

Trisha Stetzel: That’s all the time we have for today. If you found value in this conversation I had with Eric, please share it with a fellow entrepreneur, a veteran, or a Houston leader ready to grow. Be sure to follow, rate, and review the show. It helps us reach more bold business minds just like yours and your business. Your leadership and your legacy are built one intentional step at a time. So stay inspired, stay focused, and keep building the business and the life you deserve.

 

BRX Pro Tip: When Trying Something New, Take Action ASAP

November 5, 2025 by angishields

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Stone Payton: And we are back with Business RadioX Pro Tip. Stone Payton and Lee Kantor here with you. Lee, I mean, as business people, we have to be willing to try new things, but when we’re trying something new, I think it’s really important that we take action on that new course of activity as soon as possible.

Lee Kantor: Yeah. That’s critical because a lot of times people get caught in this spiral of having an idea, discussing the idea, you know, asking more people about the idea. They’re just kind of keeping the idea in their head, but they’re not really getting any market feedback if the idea is going to work or not.

Lee Kantor: I think it’s super important as soon as you have any idea, whatever the idea is, is get it into the hands of the marketplace and get some feedback. Then, you can start tweaking that idea based on what you learned. Then, you get more market feedback, then you tweak it some more. You should be tweaking and iterating over and over until you land on something that’s giving you a predictable result in the marketplace, not in your head. You’ve got to get things off of whiteboards and out of your own head into the marketplace.

Lee Kantor: Once you have that, then you have real data. Then, you can start scaling, but you never totally stop tweaking. You should always be learning. You should always be iterating. You should always be playing around the edges because you don’t – you want to kind of maximize the activity.

Lee Kantor: So, the way to start is to start. You have to take action. You have to put it out in the marketplace and learn something. Whether that means you have to ask somebody for business, you have to ask somebody for the sale. You have to be doing this kind of work in real life. Not in your head. Not on a whiteboard.

BRX Pro Tip: Lean Into the Experience Economy

November 4, 2025 by angishields

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Stone Payton: Welcome back to Business RadioX Pro Tips. Lee Kantor, Stone Payton here with you this afternoon. Lee, we are fast becoming not just domestically, I think globally, what you might characterize as an experience economy in many respects. What’s your take on that man and should we be trying to capitalize on that?

Lee Kantor: Yeah, I think especially as we come out of the pandemic, people are so hungry for experiences. They’re so hungry for human to human connection. And if you can create more meaningful experiences for whatever it is your business is, no matter what your service or product that you sell, if you can move your service or product-oriented business into an experience economy, you are going to be better served.

Lee Kantor: So it may not be obvious how to do it, but I think you should invest some time thinking about it. Because one of the things that we’ve seen firsthand, and what makes Business RadioX so powerful for our clients and partners, is that we’ve created an experience that is memorable and effective and relationship building and content creation. Our best work is done in person, face to face. We have ways to do our work virtually, but our best work is done in person, face to face.

Lee Kantor: We do that every day in our studios. We do it every day at tradeshows, conferences, and events. We help our clients build better relationships with the people who matter most with them, for them in an experience manner where there’s people that are seeing each other smile and laugh. They’re seeing people’s body language. They’re seeing them really enjoy what they’re doing. They see them at the end, want to take pictures and commemorate the moment in a photograph so they can then share with their friends and family and coworkers on social media and personally. So if you can figure out a way to move your business into the experience economy, I highly recommend you figure that out because it can make all the difference.

BRX Pro Tip: Learning is Good. Taking Action is Better

November 3, 2025 by angishields

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Stone Payton: Welcome back to Business RadioX Pro Tips. Stone Payton and Lee Kantor here with you. Lee, talk to me a little bit about your perspective on the gap – it’s the only way I know to represent it – between knowledge around something and getting the result that you’re after. There’s something missing in the middle.

Lee Kantor: Yeah. And the thing that’s missing is taking action. You know, everybody knows learning is important and a lot of people, they’re proudly telling you, “Oh. Every year, I read a book a week.” Or in our case, like we’ve recorded thousands of Pro Tips and we’ve had people listen to hundreds or all of them, and they check a box that say, “Look, I’m learning. Look, I’m learning.” And it’s great to learn, but if you’re not taking any action, then you’re kind of wasting your time in a lot of ways.

Lee Kantor: And to just kind of get all this knowledge and wisdom and not execute on any of it, you’re kind of wasting your time. So, it’s much better to say if something resonates with you, if some tip is like, “Oh, that’s interesting,” don’t just file it away. Just take action on it today. And you don’t have to take a big action. Just take a small action and just see if you get any traction from it. You know, just the hint of traction you get from a nugget that you’ve learned, then double down on that, and do it a little more and see if you get even more. And if you do that regularly, then you have a chance to really grow.

Lee Kantor: But you can’t grow without putting some of these concepts into play to see if they’re going to work for you. And you know, as an experiment, you want to err on the side of taking action for a while to see if you get any traction, to see if you can get to a new level instead of just filing things away going, “Oh. Future me will do that. Future me will take that action later.” Take the action now. Make things happen today. Don’t wait.

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