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Workplace MVP LIVE from SHRM 2021: Michelle Heiliger, Sellenriek Construction

September 30, 2021 by John Ray

Sellenriek Construction
Minneapolis St. Paul Studio
Workplace MVP LIVE from SHRM 2021: Michelle Heiliger, Sellenriek Construction
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Sellenriek Construction

Workplace MVP LIVE from SHRM 2021: Michelle Heiliger, Sellenriek Construction

Speaking with host Jamie Gassman live from SHRM 2021 in Las Vegas, Michelle Heiliger, Director of Human Resources with Sellenriek Construction, shared key pieces of advice from learning the business, investing in the development of people, giving younger workers leadership opportunities, and much more. Workplace MVP is underwritten and presented by R3 Continuum and produced by the Minneapolis-St.Paul Studio of Business RadioX®.

This show was originally broadcast live from the 2021 SHRM Annual Conference held at the Las Vegas Convention Center in Las Vegas, Nevada.

Michelle Heiliger, SHRM-CP, Director of Human Resources, Sellenriek Construction

Michelle Heiliger, SHRM-CP, Director of Human Resources, Sellenriek Construction

Michelle Heiliger is Director of Human Resources for Sellenriek Construction.

She has been in HR for twenty-three years beginning at a Taco Bell franchise. She moved to Missouri and went to work for Sellenreik Construction. She began in training and development and is now Director of Human Resources.

LinkedIn

 

Sellenriek Construction

Sellenriek Construction Inc. is a family-owned and operated utility construction company located in Missouri.

Robert “Bob” Sellenriek started his telephone construction company in 1979 with a vision, a used backhoe, a truck, a trencher, and 2 men. Today, Sellenriek Construction, Inc. operates from five locations and employs almost 150 people. Sellenriek Construction was founded on March 12th, 1979 by Robert “Bob” Sellenriek and his wife, Dixie. Prior to this, Bob had worked for L,P&H and Burnup & Sims for ten years. At its beginning, Sellenriek Construction’s areas of service were primarily in east-central Missouri.

Company website

About Workplace MVP

Every day, around the world, organizations of all sizes face disruptive events and situations. Within those workplaces are everyday heroes in human resources, risk management, security, business continuity, and the C-suite. They don’t call themselves heroes though. On the contrary, they simply show up every day, laboring for the well-being of employees in their care, readying the workplace for and planning responses to disruption. This show, Workplace MVP, confers on these heroes the designation they deserve, Workplace MVP (Most Valuable Professionals), and gives them the forum to tell their story. As you hear their experiences, you will learn first-hand, real-life approaches to readying the workplace, responses to crisis situations, and overcoming challenges of disruption. Visit our show archive here.

Workplace MVP Host Jamie Gassmann

Jamie Gassmann, Host, “Workplace MVP”

In addition to serving as the host to the Workplace MVP podcast, Jamie Gassmann is the Director of Marketing at R3 Continuum (R3c). Collectively, she has more than fourteen years of marketing experience. Across her tenure, she has experience working in and with various industries including banking, real estate, retail, crisis management, insurance, business continuity, and more. She holds a Bachelor of Science Degree in Mass Communications with special interest in Advertising and Public Relations and a Master of Business Administration from Paseka School of Business, Minnesota State University.

R3 Continuum

R3 Continuum is a global leader in workplace behavioral health and security solutions. R3c helps ensure the psychological and physical safety of organizations and their people in today’s ever-changing and often unpredictable world. Through their continuum of tailored solutions, including evaluations, crisis response, executive optimization, protective services, and more, they help organizations maintain and cultivate a workplace of wellbeing so that their people can thrive. Learn more about R3c at www.r3c.com.

Company website | LinkedIn | Facebook | Twitter

TRANSCRIPT

Intro: [00:00:03] Broadcasting live from the SHRM 2021 Conference at the Las Vegas Convention Center, it’s time for Workplace MVP. Brought to you by our R3 Continuum, a global leader in workplace behavioral health, crisis, and security solutions. Now, here’s your host.

Jamie Gassmann: [00:00:21] Hello, everyone. Jamie Gassmann here, your host of Workplace MVP. And we are broadcasting from SHRM 2021 here in Las Vegas, Nevada. And with me today, I have Michelle Heiliger, who is the Director of Human Resources from Sellenriek Construction. Welcome to the show.

Michelle Heiliger: [00:00:40] Thank you.

Jamie Gassmann: [00:00:41] Now, did I pronounce your name correctly?

Michelle Heiliger: [00:00:42] You did. You did great.

Jamie Gassmann: [00:00:43] Okay. Good. Now, why don’t we start out, Michelle? Tell us a little bit about your career journey and how you got into H.R. and kind of where it’s taking you.

Michelle Heiliger: [00:00:54] So, I’ve been in H.R. for, I guess, it’s been almost 23 years. I started out with a small 23 unit Taco Bell franchise. And actually started working in the office as the office manager and, basically, the franchise crew. And the owner said, “Look. I really need somebody who can do H.R. Can you go take this class?” I was like, “Why not?” And that’s sort of where it started.

Jamie Gassmann: [00:01:23] I started there, moved through multiple acquisitions, and ended my Taco Bell career with the largest franchisee in the nation. So, at that time, I was covering four states, about 150 stores. And then, I had a loss in my family and needed to not be on the road all the time. So, I moved home and was looking for a job closer to keep me local. I had a child in school still.

Michelle Heiliger: [00:01:52] So, I took a job with Sellenriek Construction, who is pretty close to my home. A family-owned organization who was looking for somebody who believed in teaching and development, who would come in and help them grow their organization. When I started with them, they had just a little over 100 employees. I’ve been there two years and we’re at 250, so huge.

Jamie Gassmann: [00:02:16] It’s grown. So, obviously, construction, fast food restaurants with franchising, two completely different worlds. What are some of the differences that you’ve had to navigate between the two as an H.R. representative?

Michelle Heiliger: [00:02:32] I think it’s more about taking knowledge, base knowledge, and applying it to a new situation. So, you’re still managing people. I’m fortunate to still work for an organization that really wants to do the best thing for their people. The challenge for me is that the motivation is completely different. You know, what motivates construction workers is completely different from what motivates Taco Bell employees. The other big difference for me is I deal far more with a rural organization now. Whereas with Taco Bell, it was more urban areas. So, their lives are different.

Michelle Heiliger: [00:03:17] You know, so from an H.R. perspective, the best way to empower your people and help understand them and help them grow is to understand their lives. And so, completely different mindset in the construction industry and the folks that I have now compared to where I was before.

Jamie Gassmann: [00:03:35] And so, you know, individuals coming into H.R. and new to that, how do you learn that? Like, how do you get to know those employees at that level? And how do you get comfortable? Because some people are afraid to learn people from their personal lives, but there’s so much power in it. So, what would you recommend to them and the benefits to that?

Michelle Heiliger: [00:03:55] So, if I were going to give advice to a new person coming into H.R., the number one thing that you have to be able to do is know your business. Because the people that are sitting at the table making the decisions, they already know their business. And in order to gain their trust and have them offer you a seat at the table is if you can have those conversations with them. You have to be able to speak on their level. You have to understand where their risks are. You have to understand where their opportunities are. And you have to be able to be their business partner.

Michelle Heiliger: [00:04:34] Otherwise, real life, you’re going to struggle in that role. You’re going to struggle getting the complete buy in from a leadership team. And by starting there and understanding the business, you know, you have to be willing to get your hands dirty to go out on a job site. Before it was, you had to show up in a restaurant, you had to show up in a restaurant at midnight. H.R. is not an 8:00 to 5:00 job in most cases. So, you have to be willing to do those things in order to be successful and to get the buy in from the team members.

Michelle Heiliger: [00:05:07] You know, laborers will call me, operators will call me, but it’s because they know I’ll show up in a shop or I’ll show up on a job site. And you know, I’m not just some girl sitting in the office. So, in order to progress in your career and get where most people want to go, you have to be able to do those things, you have to want to do them.

Jamie Gassmann: [00:05:25] Yeah. You got to show up and meet them where they’re at. Especially in a construction site, I can’t imagine. So, there’s lots of different things. What are some of the most common things from an H.R. perspective that you deal with in the construction industry?

Michelle Heiliger: [00:05:38] Well, for me right now, the biggest piece is the growth and development. In most construction organizations, they don’t invest at the foreman level. So, one thing that we did this year is we created a foreman development class. We tapped 50 guys from the field and we brought them in for four months straight. We bring them in for three days at a time. And pulling that many guys out of the field at one time is huge. But it was our commitment this year. It was our commitment to our people.

Michelle Heiliger: [00:06:12] And so, we offered them this, and it was everything from leadership to P&L. Understanding your P&L, understanding where your bottom line is, where do we actually start to make money, how do you get an extra five points on a job. Those are all things from a foreman level that these guys had never been introduced to.

Michelle Heiliger: [00:06:31] So, when you invest in your people and they see that every day, then you get their buy in. You’re opening a door for them. Like, “If I’m willing to do this and learn these things, I can get ahead.” In the average construction industry the age is 47, that’s about the median. In our company, the average age is 27. We have foremen that are 20. Because our leader, Bob Sellenriek, is a firm believer in the idea that you can be young and work hard. And they still want to grow. And they still want to support their families. And they want to do all the same things that all these other guys want to do. And if you give them that opportunity to do it, they will rise to the occasion, and we’ve seen that happen.

Jamie Gassmann: [00:07:17] Yeah. Like giving them a chance for career development that maybe they didn’t think they’d have the opportunity with.

Michelle Heiliger: [00:07:23] Yeah, for sure. And we started an apprenticeship program this year. So, the Department of Labor has tapped 25 companies across the nation to start an apprenticeship program for overhead and underground fiber installation. And that’s what we do, we deliver the internet. So, we design and build fiber networks. And we were one of the companies that were chosen.

Michelle Heiliger: [00:07:47] So, this year, we have worked really hard to develop an apprenticeship program within our organization. It’s another opportunity for our guys, “Here’s a career path for you, which is great because not only does it help them, but it holds us accountable.” You know, we’ve given them a career path here, the things that we are required to teach you, and it sets a timeline for us as well. So, it’s really been a good thing all the way around.

Jamie Gassmann: [00:08:12] And I imagine that helps from a talent recruitment perspective. Because, you know, I’ve heard a lot here at the show about how talent and acquisition has been really challenging, especially with the group resignation and everything of that nature. So, when you go out for recruiting, you know, is this something that you share with them in terms of outlining that career path? And how has that helped you in competition with other maybe construction companies that are in your area?

Michelle Heiliger: [00:08:40] For sure, it helps us. We kind of switched gears a little bit. Job fairs, per se, have always been a struggle for me. I’ve never really found that you get a lot of return on that investment. It’s a lot of time that you spend sitting at a table and you’re hoping they’ll come and talk to you. And so, we’ve sort of switched gears and we’ve created career days where we bring high school students who potentially don’t have a path, either they know they want to go to a technical school or they just don’t have a path out of high school. And we invite those schools to bring those kids to our campus.

Michelle Heiliger: [00:09:18] And we walk them through every job that we have available that you could get right out of school. And then, we tie in the apprenticeship programs. We have State Technical College out of Linn, Missouri, it’s a tech school. And we invite them to the campus the day we have it. So, we kind of create these moments, per se, for these kids to come in and talk to people who are close to their own age who they see as being successful. “Here’s where I started. Here’s what I’ve done to get here.”

Michelle Heiliger: [00:09:48] And we introduce a couple of ideas to them, first of all, that the number one thing that they have to have in order to do this job is the ability to work hard. We can train you to do anything else, but you have to bring that piece to the table.

Jamie Gassmann: [00:10:03] Bring your good attitude, positive attitude, willing to put everything out.

Michelle Heiliger: [00:10:08] Yeah, for sure. And then, we kind of challenge them as we go through the day with, “As you go to interview – like, we want you to go to interview with other people – here are questions you should ask. Like, what is my career path? What is that going to look like for me? What do I have to do to get to the next level? You know, what kind of benefits are you going to offer me?” So, we kind of make it an educational experience for them as well so that when they walk away, it kind of gives them some things to think about.

Michelle Heiliger: [00:10:32] You know, in my mind, from my perspective, if they go to another company and they ask three of those questions, probably at least one of them, the company is going to be like, “This kid is 18 years old. I can’t even believe this is happening.” So, for me, that’s a win. And then, if they remember that’s where that came from, in most cases, they’re going to come back.

Jamie Gassmann: [00:10:53] And that’s great because you’re meeting those individuals, almost like you’re connecting with the target audience you need to connect with for recruitment as opposed to waiting and hoping that that comes your way. You’re really kind of forging the path to make sure they come to you directly. Fascinating. And giving them hope, probably, too, especially if they didn’t have any direction. That’s fantastic. It sounds really creative and a great way to kind of change the script a little bit on that whole recruitment side of things.

Michelle Heiliger: [00:11:20] Yeah. Well, and that’s the boat everybody’s in right now. You’ve got to think outside of the box. If you’re not thinking outside the box on how to get there, then you’re pretty much standing still.

Jamie Gassmann: [00:11:31] Yeah. Interesting. Yeah. Great advice and great techniques. So, if somebody wanted to get a hold of you and kind of talk a little further about some of those innovative approaches you’ve implemented, how would they be able to do that?

Michelle Heiliger: [00:11:42] Well, they can reach out to Sellenriek Construction online. We’re on Facebook. We’re on LinkedIn. You know, any of those comes directly to me because I manage almost all those platforms. So, it’s really easy.

Jamie Gassmann: [00:11:57] That’s awesome. Like, it’s all me.

Michelle Heiliger: [00:12:00] So, go on to any of those things and you’re probably going to get a direct line.

Jamie Gassmann: [00:12:03] Yeah. That’s fantastic. Well, thank you so much, Michelle, for joining us on the show today. And I hope you have a great rest of your SHRM Conference experience.

Michelle Heiliger: [00:12:10] Yeah. Thank you. I appreciate it.

 

Tagged With: Jamie Gassmann, Michelle Heiliger, R3 Continuum, Sellenriek Construction, SHRM 2021, Workplace MVP

Workplace MVP LIVE from SHRM 2021: Katrina Branson, SBDC Louisiana, and Paula Harvey, Shulte Building Systems

September 30, 2021 by John Ray

Paula Harvey
Minneapolis St. Paul Studio
Workplace MVP LIVE from SHRM 2021: Katrina Branson, SBDC Louisiana, and Paula Harvey, Shulte Building Systems
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Paula Harvey

Workplace MVP LIVE from SHRM 2021: Katrina Branson, SBDC Louisiana, Paula Harvey, Shulte Building Systems

Katrina Branson with the SBDC Louisiana and Paula Harvey of Shulte Building Systems joined host Jamie Gassmann for a live show in the Workplace MVP Booth at SHRM 2021. The pandemic has created a bevy of new entrepreneurs, and Katrina talked about using her HR experience to support new business owners at the SBDC. Paula Harvey is a SHRM veteran and SHRM Foundation board member, and she discussed her career, her work with Shulte, and the SHRM Foundation. Workplace MVP is underwritten and presented by R3 Continuum and produced by the Minneapolis-St.Paul Studio of Business RadioX®.

This show was originally broadcast live from the 2021 SHRM Annual Conference held at the Las Vegas Convention Center in Las Vegas, Nevada.

Katrina Branson, Special Project Consultant, America’s Small Business Development Center Louisiana

Katrina Branson, Special Project Consultant, America’s SBDC Louisiana

Katrina Branson is Special Project Consultant for SBDC Lousiana. SBDC, funded by the SBA, is a network of centers for low or no-cost business consulting.

Katrina is also the president of her local SHRM Chapter. She has been in HR for fifteen years and part of SHRM for all of those years.

She uses her experience in human resources with business owners using the SBDC as their business grows and they hire employees.

Katrina has an MBA from Grambling State University and lives in Monroe, Louisiana.

LinkedIn

America’s SBDC Louisiana

America’s SBDC represents America’s nationwide network of Small Business Development Centers (SBDCs) – the most comprehensive small business assistance network in the United States and its territories.

SBDCs are hosted by leading universities, colleges, state economic development agencies and private partners, and funded in part by the United States Congress through a partnership with the U.S. Small Business Administration.

There are nearly 1,000 local centers available to provide no-cost business consulting and low-cost training to new and existing businesses.

Small business owners and aspiring entrepreneurs can go to their local SBDCs for FREE face-to-face business consulting and at-cost training on a variety of topics. Learn more about how SBDCs are helping local businesses start, grow and thrive.

Company website

Paula Harvey, Vice President of Human Resources and Safety, Shulte Building Systems

Paula Harvey, Vice President of Human Resources and Safety, Shulte Building Systems
Paula H. Harvey is the Vice President of Human Resources and Safety at Schulte Building Systems, Inc., a metal buildings manufacturer, in Hockley, TX. She has more than 30 years’ experience as a HR generalist in the retail, services, construction and manufacturing industries. She also owned her HR and Safety consulting firm for several years.
In addition to teaching business and leadership topics including the SHRM Learning System, Paula is an internationally recognized speaker on global and strategic business issues. Her work has been published or appeared in articles on HR topics and she co-authored three books with other HR professionals.
Paula is an active member of the Society for Human Resources Management (SHRM) and is currently serving on the board of the SHRM Foundation and the SHRM Talent Acquisition Panel. She has also served as the SE Membership Advisory Council Representative (MAC), NCSHRM State Director/President and President of Union County HR Association, and Charlotte Area SHRM. She is a member of HR Houston mentoring students on the University Liaison committee.

Paula earned her Bachelors of Business Administration in International Marketing and Operations Management from the University of Texas at Austin and her MBA with a concentration in HR Management from the University of North Carolina at Charlotte. She is a past recipient of the NCSHRM HR Professional of the Year and NCSHRM HR Humanitarian of the Year awards.

Paula lives in Cypress, TX, a suburb of Houston, with her husband, Kenneth, and their fur babies. She enjoys martial arts, church activities, spending time with her grandchildren and traveling all over the globe visiting lighthouses. She is a member of the All Fifty States Club.

LinkedIn

Shulte Building Systems

SBS is an IAS AC472 accredited manufacturer of pre-engineered metal buildings, steel framing systems and building components. We have three state-of-the-art manufacturing facilities located in Hockley, TX (HQ), Hueytown, AL and Cullman, AL. These modernized plants and a team of dedicated people help us meet the growing needs of Architects, Builders, Contractors and Erectors throughout the Midwest and Southeast United States.

Company website

About Workplace MVP

Every day, around the world, organizations of all sizes face disruptive events and situations. Within those workplaces are everyday heroes in human resources, risk management, security, business continuity, and the C-suite. They don’t call themselves heroes though. On the contrary, they simply show up every day, laboring for the well-being of employees in their care, readying the workplace for and planning responses to disruption. This show, Workplace MVP, confers on these heroes the designation they deserve, Workplace MVP (Most Valuable Professionals), and gives them the forum to tell their story. As you hear their experiences, you will learn first-hand, real-life approaches to readying the workplace, responses to crisis situations, and overcoming challenges of disruption. Visit our show archive here.

Workplace MVP Host Jamie Gassmann

Jamie Gassmann, Host, “Workplace MVP”

In addition to serving as the host to the Workplace MVP podcast, Jamie Gassmann is the Director of Marketing at R3 Continuum (R3c). Collectively, she has more than fourteen years of marketing experience. Across her tenure, she has experience working in and with various industries including banking, real estate, retail, crisis management, insurance, business continuity, and more. She holds a Bachelor of Science Degree in Mass Communications with special interest in Advertising and Public Relations and a Master of Business Administration from Paseka School of Business, Minnesota State University.

R3 Continuum

R3 Continuum is a global leader in workplace behavioral health and security solutions. R3c helps ensure the psychological and physical safety of organizations and their people in today’s ever-changing and often unpredictable world. Through their continuum of tailored solutions, including evaluations, crisis response, executive optimization, protective services, and more, they help organizations maintain and cultivate a workplace of wellbeing so that their people can thrive. Learn more about R3c at www.r3c.com.

Company website | LinkedIn | Facebook | Twitter</a

TRANSCRIPT

Intro: [00:00:03] Broadcasting live from the SHRM 2021 Conference at the Las Vegas Convention Center, it’s time for Workplace MVP. Brought to you by R3 Continuum, a global leader in workplace behavioral health, crisis, and security solutions. Now, here’s your host.

Jamie Gassmann: [00:00:21] Hello, everyone. Jamie Gassmann here, your host of Workplace MVP. And we are again broadcasting from the SHRM 2021 Conference in Las Vegas, Nevada. And, if you hear some thundering, it has started to storm, you know this 108-degree temperature. Mother Nature’s finally giving us a little bit of a cool off. But with me right now, I have two guests. I’ve got Katrina Branson, who’s a Special Project Consultant for America’s SBDC Louisiana. And I’ve got Paula Harvey, who is the VP of Human Resources for SBS Schulte Building Systems. Welcome to the show, you two.

Paula Harvey: [00:00:59] Thank you.

Katrina Branson: [00:01:01] Thank you so much for having us.

Jamie Gassmann: [00:01:02] Yeah. Really excited to talk with the both of you. So, I’m going to go ahead and kind of start with Katrina. So, Katrina, tell us a little bit about yourself, how you got into your role at SBDC, and a little bit just kind of your background.

Katrina Branson: [00:01:15] Yeah. So, I am a special project consultant with the Small Business Development Center in the State of Louisiana. We have 10 centers all across Louisiana. There is typically an SBDC center within 100 miles of where you live in the United States. We are funded by SBA, the Small Business Administration, and we are a network of centers that provides no-cost or low-cost business consulting.

Katrina Branson: [00:01:42] If you are looking to start a business and you have an existing business and you’re looking to grow a business, you come to us and we provide those resources for you. So, whether that be training, any technical assistance, we would be the person to hold your hand and walk you through the process of starting a business.

Jamie Gassmann: [00:02:02] Wow. So, talk me through, you know, kind of what are some of the normal things that are typically needed as somebody’s venturing into starting that new business.

Katrina Branson: [00:02:10] Right. We have, you know, this new renaissance of people who are wanting to start a business. You know the pandemic and COVID has really taught people that they can do things on their own now. So, we have an influx of serial entrepreneurs who are coming to us for assistance.

Katrina Branson: [00:02:29] When they come to us, typically one of the main things that we want to share with our entrepreneurs is to make sure that they have enough cash flow. That’s important when you’re starting a business, not just, you know, starting that business but making sure that you can sustain yourself within the next three to five years, so working with those small businesses, making sure that they have the cash flow in the financial projections that they need for where they’re going. So, we walk them through that process and detail those things that they are going to need when they start their business. So, we do that.

Katrina Branson: [00:03:02] We also offer a series or a plethora of training programs for how to continue to operate your business, whether that be with QuickBooks software or training that you’re going to need. So, various things like that are kind of the hub of what we are able to offer those small businesses.

Jamie Gassmann: [00:03:23] Wow. So, you’re here at the SHRM Conference. So, is H.R. kind of learning about, like, if they grow big enough that they’ve got a staff? Is that part of some of the support that you provide to them?

Katrina Branson: [00:03:34] Very good question. So, I wear many hats. I am the current president of our local SHRM chapter. So, I’ve been in human resources for about 15 years and SHRM has been a great addition to my career and my professional development and growth. I’ve been a member of SHRM for all of those 15 years that I’ve been in H.R.

Katrina Branson: [00:03:59] But being the leader of our chapter, kind of, is what brings me here. I started my career in human resources and then just kind of progressed with SBDC. So, being here allows me to not only become and continue to be well versed in the field of H.R. but to really help those small and medium-sized businesses with what they are dealing with in human resources and employee retention, especially during these times, where you’ve got those who are wanting to continue to work from home and be offered those hybrid options to be able to work from home and in the office. So, having the network and the support here at the conference is really able to allow me to take back to my hometown in the State of Louisiana, kind of what the industry is saying in those areas.

Jamie Gassmann: [00:04:55] Fascinating. So, it’s kind of almost you’re using it for the chapter but also I got to imagine some of those business owners, you know, once they get that business up and going, and do they come back downstream to kind of seek out additional help if like, okay, I’ve gotten to this point, like, and I’ve gotten out of this hundred employees, what do I do.

Katrina Branson: [00:05:14] Absolutely, absolutely. We don’t just let them go when they start their business. We are there to help them continue to grow and look at different strategies on how they can, you know, not just work in their business but work for their business. You know, we want to allow them to be able to grow and hire more employees so they can be more hands-off to really develop that strategic role that they need to be as a CEO.

Jamie Gassmann: [00:05:38] Wonderful. And so, being at the sessions, what has been some of your best takeaways that you can’t get, you know wait to get back and share with those that you kind of bring that information back to?

Katrina Branson: [00:05:49] Right. I think one of the important things really when I talk about remote workforce is really, you know, how do we retain our employees now? I mean, we have to really look at different ways that we are going to be able to support our employees. If we allow them to work remotely, how do we support them mentally when you’re sitting at home and you’re, you know, whether that be you have someone who is a mother or someone who works alone at home. But being able to support them mentally is going to be a challenge because you’re sitting at a desk and you’re sitting there all day with no human interaction if you’re working from home. So, there are just so many things that we need to change and look at and adapt to with this new dynamic of remote workforce.

Jamie Gassmann: [00:06:37] And, SHRM, I know, has a number of different sessions that are focused around this, so you’re probably getting some great information that you can take back.

Katrina Branson: [00:06:44] I am. I am.

Jamie Gassmann: [00:06:44] Wonderful.

Katrina Branson: [00:06:44] Absolutely, yes, yes.

Jamie Gassmann: [00:06:45] So, we’re going to move to our next guest. We’ve got Paula Harvey, VP of Human Resources with Schulte Building Systems. Welcome, Paula.

Paula Harvey: [00:06:55] Yeah. Thank you. I’m really glad to be here.

Jamie Gassmann: [00:06:57] So, tell us a little bit about your career journey and how you got into H.R. and kind of, you know, how you kind of climb the ranks into the VP role?

Paula Harvey: [00:07:05] Okay. Well, I have been in human resources 34 years, so quite a while. Graduated from UT Austin, and my degree in international business and operations management took me to my first role as a recruiter. I’ve worked in retail. I’ve worked in manufacturing. I had my H.R. consulting business for 12 years and was very successful with it and then sold it to go back in-house that I’ve done for the last six years and been with Schulte Building Systems. They are a metal buildings manufacturer.

Paula Harvey: [00:07:37] But on the H.R. side, to even get some more, I am, assure me I think for life now, I’m on the SHRM Foundation’s board. I’m a board member for the SHRM Foundation. I’ve been a chapter president of two chapters. I started a chapter. I’ve been the State Council Director for North Carolina for three and a half years. And then, I was then elected to the Membership Advisory Council for SHRM for two years. So, I’ve been doing SHRM volunteer work for a very, very long time and absolutely love spending time, helping people, and getting people involved in our wonderful profession of human resources.

Paula Harvey: [00:08:18] So, I’m currently at this conference as a SHRM 21 influencer. So, I’m known as one of the Peacock sisters, and so I’m here supporting one of my dear friends, who is, this is her very first SHRM Conference and she is a speaker. And so, she’s speaking at 4 o’clock today, and her name is Tina Marie Wohlfield. So, she’s excited. She’s going to be talking about how to get better collaboration in the workplace.

Jamie Gassmann: [00:08:44] Oh, such a powerful topic. But, you know, and it makes such a difference in that workplace.

Paula Harvey: [00:08:49] Yeah.

Jamie Gassmann: [00:08:50] So, great. So, Peacock sisters, that’s great. Is that like a –

Paula Harvey: [00:08:54] There’s three of us.

Jamie Gassmann: [00:08:55] There’s three of you.

Paula Harvey: [00:08:55] So, Melanie Peacock is the other one.

Jamie Gassmann: [00:08:58] Okay.

Paula Harvey: [00:08:58] She is in Canada. And, because of what’s going on with the COVID, she could not come here. She was supposed to be speaking. I often speak at the conferences too. But just this year, I’m too busy with the SHRM Foundation and other things, so. But, yeah, we miss Melanie, our third member of the #peacocksisters. So, we’re pretty well known on Twitter and in the #hrcommunity for all our fun that we have with our bright colors, so.

Jamie Gassmann: [00:09:27] I love that. I love that. Definitely have, you know, builds that collaborative spirit.

Paula Harvey: [00:09:34] Absolutely.

Jamie Gassmann: [00:09:34] And, you know, kind of finding people that you can kind of have as like lifelong friends almost within that industry.

Paula Harvey: [00:09:38] You know, Tina Marie’s in Detroit, I’m in Houston, and Melanie’s in Calgary, and we are on a text feed all day long, talking back and forth to each other. And, now, I have three best, you know, two best friends for life, so the three of us.

Paula Harvey: [00:09:55] And, it’s just, you know, and if it hadn’t been for SHRM and all the things that they’ve been doing and the H.R. social hour group, that’s how we became friends. Melanie spoke at her first conference in 2017 and we’ve been friends since then and then now Tina Marie here, and Tina Marie and I met a few years ago because she was posting about H.R. and peacock. So, it’s amazing how you can make friendships over Twitter and then they grow into lifelong friendships.

Jamie Gassmann: [00:10:25] Yeah. That’s fascinating, you know. And, that’s what kind of the beauty of some of these conferences, which is nice, that they were able to have it back in person again this year to kind of, you know, that networking capacity. So, from your, you know, being in the industry as long as you’ve had, how do conferences like this help in building some of that networking, some of that take-home education, you know? And, I know you’ve got the SHRM Foundation. There’s lots of great information within them, you know within that foundation as well. You know, kind of share a little bit about that because –

Paula Harvey: [00:10:54] Well, this is my 20th SHRM Conference. So, I actually wrote a blog on it so you can find it on the SHRM website and find it. I’ve posted it through Twitter too. And, it’s amazing, all the different places and all the different friends and all the different things.

Paula Harvey: [00:11:10] But I think out of all of them, besides it being a family affair because my daughter’s also in H.R., so this is her 9th conference. And so, she’s, you know, it’s just helped to bring some friendships and allow me to do things that I would have never done otherwise. I’ve been an instructor for the certifications since 2001 and teach the SHRM CP and SCP prep courses for Rice University as my side gig. And, it’s really, you know, it’s given me a chance to do things I would have never done otherwise and to be an expert in my field.

Jamie Gassmann: [00:11:45] Yeah. That’s wonderful. So, and being an expert in the field with all of that background that you have, you know what have been some of the trending that you’ve seen that maybe even pre-COVID that maybe got heightened, you know, post-COVID?

Paula Harvey: [00:11:59] We were already starting to see a talent war and that has been coming on. But now it’s a talent tsunami, as we call it, and everything else going on. It is. And, with the great resignation going on, I see it in my own company that we had had really pretty decent turnover because we pride ourselves as being an employer of choice.

Paula Harvey: [00:12:19] But we’ve already passed just recently our normal yearly turnover is, you know, happened in early August. And, I mean, it’s just, especially we hire manufacturing people, welders and fitters and, you know, machine operators, and they can pick and choose their jobs. And, if they just don’t go for 50 cents more now, that they wouldn’t do that. And, we had people, you know, 15 years with the company and making those changes.

Paula Harvey: [00:12:49] So, talent acquisition. I serve on SHRM’s Talent Acquisition Panel and have been on it for several years now as one of the experts in talent acquisition. And, even it’s challenging me who does this and really, you know, gets to talk about how to do it right. It’s challenging me to do it right just because it is such a change.

Paula Harvey: [00:13:10] And then, the other thing is just all the stuff, of course, on DEAI and B, diversity, equity, inclusion, and belonging, for those of you not aware of those letters. But that’s been a challenge since all the stuff from George Floyd and, you know, just how to react and say the right things, to do the right things and be understanding and supportive of all our employees, all of our employees, because we have a very diverse mix in my organization and just supporting that and being, you know, a leader of that is important.

Paula Harvey: [00:13:43] And then, I would say, of course, I’ve become the COVID queen. And, I never thought I would ever learn how to procure masks, hand sanitizer, you know, cleaning supplies, and all those things that I’ve had to do over the last year and a half. And, you know, unfortunately, we’ve had several people test positive and I’ve had three deaths. And so, having to deal with the family and the tragedy of that. And it’s hard and the mental health that it’s hitting for us H.R. people, to be honest, but also with the mental health that’s hitting for our employees. And, I think Michael Phelps talking this morning was such an important and impactful conversation.

Paula Harvey: [00:14:23] And, we are moving with the SHRM Foundation and we have sponsors for this and there’s going to be some education that people can get on how to be a supporter of mental health and understand how to deal with mental health in the workplace.

Jamie Gassmann: [00:14:38] Yeah. And, you brought up a lot of great, you know, kind of challenges that workplaces across, you know, really the globe almost are experiencing. You know, if an employer – you know, from your perspective, if an employer hasn’t been paying attention to those three things, you know, what would you say to them from? I mean, obviously from a consulting role that you’ve had before, but knowing and experiencing it yourself and your current role, what would you say to them?

Paula Harvey: [00:15:03] I would say, you know, each company is different. I work for an essential employer. That means people talk to me about, “Oh yeah, well, I’ve been working and I’m Zoom fatigued and working from home,” and I look at them, I wish. I have been to work every single day. I haven’t been working out of my home. Instead, I’ve had to be – someone has to be there and, as an executive, I need to be there and to support. I’ve let some of my staff work from home, but it’s just a handful of the staff that could do that in a manufacturing setting.

Paula Harvey: [00:15:33] So, realizing that everybody’s different and we’ve all handled this last, you know, two years very differently and had different experiences. But, you know, being respectful of that and caring about that and realizing we all have different things that have happened to us, but it’s been a shell shock to everyone.

Jamie Gassmann: [00:15:50] Yeah.

Paula Harvey: [00:15:51] And just being supportive of everyone in the H.R. industry and knowing what they’ve gone through and sharing our stories and being, you know, part of this greater H.R. community is important.

Paula Harvey: [00:16:05] I really have loved that these – one of my friends runs this thing called a coffee talkie, and so it’s called the H.R. Unite Group. And so, that’s Tina Marie, actually. She runs this out of – and so this is virtually done and you have this group that you meet with once a month and just talk about what’s going on.

Paula Harvey: [00:16:25] There’s another group that I know runs an H.R. Rebels Group that I’m in, and they meet every Wednesday at 2:00. And, having those people just to talk with all over the place is just wonderful because you’re all going through a lot of the same things but then different things and then giving better perspective by, you know, realizing this is a greater size group. We have one gentleman who’s in our Rebels Group who calls out of Spain. He’s on there from Spain all the time. So, it’s just amazing, you know, and you get friends from all over the world if you’re willing to open up your life and, you know, participate. I think that’s the biggest thing. You have to participate.

Jamie Gassmann: [00:17:04] Yeah. That’s been a common theme at this show that I’ve heard. There’s been several things that have been standout, and one of them is, you know, start communicating, getting to know people, and asking questions. And, you know, and everybody has a different experience. But there are similarities in some of those experiences, but you can learn from each other as well. So, that’s very powerful. And, I guess, you know, with an employer like, you know, talk to your people too, like how are they feeling and what’s going on?

Jamie Gassmann: [00:17:28] So, from your H.R. perspective, you know, and I know you’re an influencer here at the show and you’re working with the foundation. Can you talk a little bit about what the foundation does and how you’re focused in some of those areas you’ve mentioned?

Paula Harvey: [00:17:42] So, we are a non-profit entity. We are really like, you know, we’re the foundation for SHRM. So, you can you could use the word charity also. But, you know, people, mainly H.R. folks, donate money for research, for scholarships, for all sorts of wonderful things that we’re doing. And, you can find from the regular shrm.org website, down at the bottom, click on the thing to go to the SHRM Foundation. You can see all the wonderful things that we’re involved in. We’ve done projects on aging. We’ve done projects on getting veterans jobs. We’ve been helping with projects on the formerly incarcerated and having opportunities for them. The more recent ones have been on disability and understanding what it means for that and now this mental health is our next big project, but that we keep supporting the older projects, too. So, we want people to, you know, because these are all topics that are important and that we’re dealing with with our employees in the workplace.

Jamie Gassmann: [00:18:46] Wonderful. So, I’m going to leave with one last question for both of you. You know, what is your passion with H.R.? What makes you wake up in the morning excited to do what you do in that H.R. role? And, I’ll go ahead and start with you, Paula.

Paula Harvey: [00:19:01] I think making a difference in people’s lives. That’s probably the biggest thing. And, I actually will pull it all the way back as someone was asking about this to me recently and I said, I love talent acquisition. Because that’s kind of the foundation of what H.R. starts with is finding that amazing, maybe diamond in the rough, person that you just want you to take a chance on them and giving them an opportunity to come work at your organization and mold them and see them grow into making an amazing employee and, you know, get promotions and things like that. To me, that just makes me feel so good in my heart.

Jamie Gassmann: [00:19:39] Yeah. You made a difference in someone’s life.

Paula Harvey: [00:19:41] Right.

Jamie Gassmann: [00:19:42] Yeah, amazing. How about for you?

Katrina Branson: [00:19:44] Yeah. I’m going to – this is going to sound really cliché-ish, but it’s really the people. You know, I am a real proponent of diversity, and having the gift to be able to talk to and train and really speak to a diverse group of people from the lowest level employee to the highest level is really a gift that’s been given to me. And, to be able to share that in a space of human resources is really rewarding for me. So, I’m really happy to see that. We now have this conversation with, [inaudible], and how important that is. So, being able to really hone in and really stress the importance of the differences in people is really something that is really rewarding for me.

Jamie Gassmann: [00:20:34] Awesome. And, it’s rewarding the organization too, the different perspectives they can bring. Awesome.

Katrina Branson: [00:20:39] Absolutely.

Jamie Gassmann: [00:20:40] Well, thank you both for being on the show. If somebody wanted to get a hold of you, how would they go about doing that? Paula, why don’t you share how they can get in touch with you.

Paula Harvey: [00:20:47] Find me on Twitter, @paula, number 4, Harvey, so paula4harvey.

Jamie Gassmann: [00:20:52] Great. How about for you?

Katrina Branson: [00:20:54] I’m on all of, pretty much all of the social media channels. I spend most of my time on Facebook and also Instagram. Our center is also on Facebook as well, so you can follow us there as well.

Jamie Gassmann: [00:21:10] So, that would be the America’s SBDC Louisiana, and that’s Katrina Branson, so just to kind of – and then Paula Harvey, I know you shared your name. I just want to make sure.

Paula Harvey: [00:21:19] Thank you.

Jamie Gassmann: [00:21:20] Well, thank you both so much for joining us here. It’s been so great to chat with you. And, if you are listening in and you are in the SHRM Expo area, stop by Booth 4076 and visit our sponsor, R3 Continuum.

 

Tagged With: Human Resources, Jamie Gassmann, Katrina Harvey, Paula Harvey, R3 Continuum, SBDC Louisiana, SHRM 2021, SHRM Foundation, Workplace MVP

Workplace MVP LIVE from SHRM 2021: Sally Pace, The Granite List

September 30, 2021 by John Ray

The Granite List
Minneapolis St. Paul Studio
Workplace MVP LIVE from SHRM 2021: Sally Pace, The Granite List
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The Granite List

Workplace MVP LIVE from SHRM 2021: Sally Pace, The Granite List

Sally Pace is CEO of The Granite List, the benefits search website which launched in July. Sally says that benefits have shifted from wholesale plans to the here and now needs during the pandemic and that is reflected in the searches on the site. She and Jamie discussed what The Granite List offers, how it got its name, what they are working on and how to access the list. Workplace MVP is underwritten and presented by R3 Continuum and produced by the Minneapolis-St.Paul Studio of Business RadioX®.

This show was originally broadcast live from the 2021 SHRM Annual Conference held at the Las Vegas Convention Center in Las Vegas, Nevada.

Sally Pace, CEO, Connect Healthcare Collaboration and The Granite List

Jay Hollins, People Manager, HR/HRIS Manager, Labelmaster Products

Sally Pace is CEO of Connect Healthcare Collaboration which created The Granite List, a searchable database for benefits and benefits providers.  Sally has been CEO of Connect Healthcare Collaboration since 2017.

She has a degree from the University of Tennessee and lives in Memphis.

LinkedIn

The Granite List

The Granite List is the only resource you will ever need to search and compare benefits solutions to improve the health and wellbeing of your plan members, to identify talent and retention tools, or to source the best work comp programs. Simply create a profile and begin searching.

Website 

Connect Healthcare Collaboration

The self-funded marketplace is not easy to navigate. But that doesn’t change the fact that you have aggressive goals to improve health outcomes and reduce costs. That’s where CHC comes in. As a consultant for advisors and employers, they take the time to learn your needs, analyze your data, and understand your challenges. As a go-to-market bridge for validated solution providers, CHC has unique insight into what resonates and what falls flat. Connect with them to see how they connect the dots between innovation and implementation.

Company website

About Workplace MVP

Every day, around the world, organizations of all sizes face disruptive events and situations. Within those workplaces are everyday heroes in human resources, risk management, security, business continuity, and the C-suite. They don’t call themselves heroes though. On the contrary, they simply show up every day, laboring for the well-being of employees in their care, readying the workplace for and planning responses to disruption. This show, Workplace MVP, confers on these heroes the designation they deserve, Workplace MVP (Most Valuable Professionals), and gives them the forum to tell their story. As you hear their experiences, you will learn first-hand, real-life approaches to readying the workplace, responses to crisis situations, and overcoming challenges of disruption. Visit our show archive here.

Workplace MVP Host Jamie Gassmann

Jamie Gassmann, Host, “Workplace MVP”

In addition to serving as the host to the Workplace MVP podcast, Jamie Gassmann is the Director of Marketing at R3 Continuum (R3c). Collectively, she has more than fourteen years of marketing experience. Across her tenure, she has experience working in and with various industries including banking, real estate, retail, crisis management, insurance, business continuity, and more. She holds a Bachelor of Science Degree in Mass Communications with special interest in Advertising and Public Relations and a Master of Business Administration from Paseka School of Business, Minnesota State University.

R3 Continuum

R3 Continuum is a global leader in workplace behavioral health and security solutions. R3c helps ensure the psychological and physical safety of organizations and their people in today’s ever-changing and often unpredictable world. Through their continuum of tailored solutions, including evaluations, crisis response, executive optimization, protective services, and more, they help organizations maintain and cultivate a workplace of wellbeing so that their people can thrive. Learn more about R3c at www.r3c.com.

Company website | LinkedIn | Facebook | Twitter

TRANSCRIPT

Intro: [00:00:03] Broadcasting live from the SHRM 2021 Conference at the Las Vegas Convention Center, it’s time for Workplace MVP. Brought to you by R3 Continuum, a global leader in workplace behavioral health, crisis, and security solutions. Now, here’s your host.

Jamie Gassmann: [00:00:22] Hey, everyone. Jamie Gassmann here, your host of Workplace MVP. And we are broadcasting from SHRM 2021 here in Las Vegas, Nevada. And with me today, I have Sally Pace, who is the founder of The Granite List. Welcome to the show, Sally.

Sally Pace: [00:00:38] Thanks, Jamie. I’m thrilled to be here.

Jamie Gassmann: [00:00:40] So, let’s start out with you giving us a little background about yourself and how you kind of became the founder of The Granite List. So, tell us your story.

Sally Pace: [00:00:47] Well, thank you. So, our company is Connect Healthcare Collaboration. We’ve been around for seven years. And we’ve built a reputation really working with innovative healthcare solutions, primarily on the medical plan side, helping them build their marketing and sales strategy. And as we were connecting both vendors and brokers and employers, we saw that there was an opportunity in the marketplace. And, really, 2020, 2021, confirmed and sped up the need for what we have built, called The Granite List.

Sally Pace: [00:01:26] So, you think about how you make purchasing decisions in so many areas of your life. You want to go to a restaurant, you go to OpenTable, look at the menu, you see what’s available for reservations. You want to stay at a hotel, you go to TripAdvisor, you read reviews, you see what people have to say and what their experience was like. But we saw that when it came to H.R. and the benefits arena, there was nothing like that. If you wanted to learn about something, you either had to ask a friend of a friend who knew the knew the salesperson there, or Google on one company at a time.

Jamie Gassmann: [00:01:57] Yeah. So, there are no resources out there, really, collectively gathering all of the potential vendors or potential support, you know, access that they might have. Brilliant.

Sally Pace: [00:02:08] Well, thank you.

Jamie Gassmann: [00:02:08] Yeah. So, talk to us a little bit about what are some of the common things, you know, kind of some of the common support kind of topics or categories that H.R. leaders can find through The Granite List?

Sally Pace: [00:02:19] Absolutely. Well, I think no one will be surprised that virtual is king right now. And we’ve seen such a shift, let’s say, perhaps an onsite clinic is now switching to or enhancing their offerings with more virtual telehealth/telemedicine services. Certainly, I think we all are aware that lots of people – I might be one of them – that went out and bought a COVID puppy. And so, pet insurance has gone through the roof.

Sally Pace: [00:02:49] So, benefits have really shifted from a lot of these wholesale plans to sort of the here and now. What are people doing right now and how can we meet them where they are? And so, the searches that happen on The Granite List are following suit. Lots of mental wellbeing, lots of physical wellbeing as it relates to the individual, and then, certainly, lots of virtual care services.

Jamie Gassmann: [00:03:14] Yeah. Wonderful. And a lot of with some of the H.R. leaders, you know, a lot of the times when they’re looking for something, sometimes it’s in response to something.

Sally Pace: [00:03:24] Absolutely. And that’s where we complement what we have happening around us right now. Right now, this is a time and place where you are getting to meet these solutions. But what we do is, we help reconnect people at point of interest. So, somebody may have just had a July 1 open enrollment and they’re not necessarily looking for, let’s say, a new telehealth provider or a new TPA. But when they are looking, we want to make sure that they have every resource available at their fingertips. As we say, point of interest, point of search.

Jamie Gassmann: [00:03:59] Right. That way if there’s something that’s critically happening, they need support right now.

Sally Pace: [00:04:04] Exactly. Exactly.

Jamie Gassmann: [00:04:05] So, for some of the different topics, how are you keeping up on the trending? What are some of the other things that you’re seeing? I know mental health is a big one, and it’s been talked a lot about here at the SHRM Conference. What are some of the other things that you think will come up the pipe soon that you’re kind of working to build into The Granite List?

Sally Pace: [00:04:23] Well, certainly, the other side that we all know, DEI has gotten a lot of of deserved attention. And so, we have H.R. leaders coming to the site all the time saying, “I know I need to be doing something, but I don’t know what exactly.” And so, we are building a pipeline of solutions – well, we’re not building. We’re offering a platform for these solutions to share their success stories and share how they can help in the DEI and the talent acquisition.

Sally Pace: [00:04:54] And we know that McKinsey released a report talking about this high expected turnover of the workforce. And so, what will it look like if we remain virtual or hybrid and are seeking new talent? How can we help H.R. leaders meet those challenges and meet those needs? Because, you know, I think gone are the days where, by and large, you sit down in a room for an interview. It’s now going to be over the phone or over Zoom.

Jamie Gassmann: [00:05:25] Well, and a lot of things have changed with that whole work environment. I mean, I hired, the interview hired, and brought in and implemented a new employee, and I just met them for the first time in person about a month ago, which is crazy.

Sally Pace: [00:05:38] Right. You didn’t even have to brush your teeth for the interview.

Jamie Gassmann: [00:05:42] I know. It was on camera.

Sally Pace: [00:05:43] I’m not saying you didn’t. I’m just saying you didn’t have to.

Jamie Gassmann: [00:05:47] I might have considered it, but no. So, it’s really interesting, like, as the workforce evolves, the needs of those H.R. leaders changes. And if anything taught us, like, over the last year, their demand for content or demand for support is really in the now because of that ever changing.

Sally Pace: [00:06:07] A hundred percent.

Jamie Gassmann: [00:06:07] So, you know, for the individuals putting their information on your site, talk to me a little bit about how does that work?

Sally Pace: [00:06:13] Sure. So, think about we equate ourselves to, I would say, three or four different platforms that already exist and do a beautiful job in different verticals. If you think about how OpenTable has transformed how people find restaurants or LinkedIn, you have a LinkedIn profile. Our pages are similar to, I would call them, a LinkedIn on steroids marketing platform. Again, like how TripAdvisor, you can read reviews, you can leave reviews. We offer that capability on The Granite List. In fact, it’s one of the competitive advantages that you’re not going to get from somebody’s holistic website. How do you get deeper information than what you’re able to find on what somebody tells about themselves, we want other people to tell their stories, too.

Jamie Gassmann: [00:06:59] Yeah. And looking at that buying process, even that has changed. You know, so like from an H.R. leader, they’re burned out, they’re tired, their ability, their capacity to get any information is limited.

Sally Pace: [00:07:15] But they’re also overwhelmed. I mean, with staff shortages, what we hear time and again from two sides of the audience, from H.R. leaders, we hear we are inundated with vendors trying to sell themselves to us, and we can’t meet the needs of our people, and also stay on top of trends, or take every phone call that comes our way. Conversely, they rely on benefits advisors, brokers, B and C advisors. And they say the same thing. They’re expected to be at the forefront to always know about the next best thing that’s coming out.

Sally Pace: [00:07:48] And yet, especially when events were pulled out from under us in 2020, how did you learn about new solutions? You know, yes, there have been some successful virtual events, but by and large, those referrals, those learning about new things was happening live and in person. And so, as you said earlier, we all had to shift the way we make decisions. And, certainly, that has trickled down to how brokers stay on top of trends in the industry as well.

Jamie Gassmann: [00:08:15] Yeah. Absolutely. And from a broker perspective, do you feel like traffic coming into your page, is it more from a broker perspective or is it more that H.R. leader, or is it kind of a combination?

Sally Pace: [00:08:27] It’s a combination of both. And then, the other great thing that we’re seeing that we never expected is vendors finding channel partners or partner vendors on the site themselves. Lots of COVID necessity resources have popped up. And if you were serving an onsite clinic platform for, say, manufacturing plant, and all of a sudden you needed an influx of COVID supplies, where would you go? Well, The Granite List has allowed vendors to find one another in a way that has been really uplifting in a way that we never expected the site to take people.

Sally Pace: [00:09:03] By the way, we launched the site July 1st, and so we have over a thousand solutions already on the site, which has been another confirmation that we are meeting a need that wasn’t previously met in the market.

Jamie Gassmann: [00:09:18] Wonderful. It’s like a holistic community where it’s kind of like taking that virtual expo space into a different capacity for people.

Sally Pace: [00:09:26] Well, the spirit of community is really important to us. In fact, that’s part of the story behind the name. So, I’d love to tell that if that’s okay.

Jamie Gassmann: [00:09:37] Absolutely. Share with us.

Sally Pace: [00:09:38] We get asked all the time why The Granite List. And, first, the Granite Cutters’ Union was the first group in the United States to offer sick benefits to their members. Obviously, very gruesome work and a lot of need for sick benefits.

Sally Pace: [00:09:51] But what they had, and you wouldn’t – or at least, I wouldn’t – have thought about this when you think about a granite cutter, who they are at their core. They had a newsletter. It’s sort of the precursor to what we know is the modern day GoFundMe. And if you had a colleague that had a need beyond just sick benefits, you could submit their story to the newsletter. It would get published and distributed to the other granite cutters, and they could rally around their own to help meet the additional financial needs of that person or that family had. And so, we love that idea of community.

Jamie Gassmann: [00:10:25] Yeah. That’s fantastic. Great story. Interesting. And to know that that was the first to have, you know, real benefits for their people. If any of our listeners wanted to get a hold of you or to explore The Granite List opportunity, share with us how would they find you.

Sally Pace: [00:10:42] Sure. So, thegranitelist.com, www.thegranitelist.com. And when you come to the site, you will be asked to identify as one of three categories, an employer, a broker, or a vendor. And each of those different categories you’ll have a profile process. Again, much like you fill out a profile to have an OpenTable presence or TripAdvisor. You fill out a profile very short, five minutes, and then it allows you to experience the site from your lens.

Jamie Gassmann: [00:11:15] Wonderful. And if they wanted to reach out to you directly or would you rather they go through the website?

Sally Pace: [00:11:20] So, we have a very simple email address that gets funneled to us, hello@thegranitelist.com.

Jamie Gassmann: [00:11:29] Yeah. Wonderful. Well, thank you so much for joining us, Sally. It’s been great to have you on the show. And for those listening, we are broadcasting the podcast, Workplace MVP, from Booth 4076. That’s R3 Continuum, our sponsor’s booth. Stop by and visit us.

 

 

Tagged With: Connect Healthcare Collaboration, Sally Pace, The Granite List

Workplace MVP LIVE from SHRM 2021: Kris Garcia, Sandvik, and BriAnn Rachele, NOW CFO

September 30, 2021 by John Ray

NOW CFO
Minneapolis St. Paul Studio
Workplace MVP LIVE from SHRM 2021: Kris Garcia, Sandvik, and BriAnn Rachele, NOW CFO
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Kris Garcia

Workplace MVP LIVE from SHRM 2021: Kris Garcia, Sandvik, and BriAnn Rachele, NOW CFO

Taking a break for your mental health and finding the work that is right for you are two themes in this episode. On this live edition of Workplace MVP, Kris Garcia with Sandvik and BriAnn Rachele with NOW CFO joined host Jamie Gassmann to have an inspiring conversation about doing what you love, learning your way into a new job, imposter syndrome, and much more. Workplace MVP is underwritten and presented by R3 Continuum and produced by the Minneapolis-St.Paul Studio of Business RadioX®.

This show was originally broadcast live from the 2021 SHRM Annual Conference held at the Las Vegas Convention Center in Las Vegas, Nevada.

Kris Garcia, HR Generalist, Sandvik and host of BFF Energy

Kris Garcia, HR Generalist, Sandvik and host of BFF Energy

Kris says he feels like the Bruce Wayne of the HR world.  He is an HR professional with experience in recruitment, talent management, analytics, relationship management, and operations. Much like Bruce, his past has definitely defined his present and will continue to define his future.

With over seven years of human resource experience, Kris has had the opportunity to mentor and provide guidance to individuals through all stages of the employment lifecycle. He has provided cost-effective solutions and championed cross-collaboration amongst departments. He likes to say he’s working toward creating the Justice League of HR.

From day to night he transforms into an even more self-driven, creative powerhouse set on building my own space in fashion & entertainment. He makes bow ties for all occasions.He officiates weddings and coordinates events, MCs and moderates panels.

Now he’s the cohost of BFF Energy,  a podcast where he talks about it all.

LinkedIn | Instagram | Twitter

Sandvik

Sandvik is a high-tech and global engineering Group with about 37,000 employees with a strong commitment to enhancing customer productivity, profitability and sustainability.

Their operations are based on unique expertise in materials technology, extensive knowledge about industrial processes and close customer cooperation. This combination, coupled with continuous investments in research and development (R&D), has enabled them to achieve world-leading positions in the following areas:

  • Tools and tooling systems for industrial metal cutting
  • Equipment and tools, service and technical solutions for the mining and construction industries
  • Advanced stainless steels and special alloys as well as products for industrial heating

The Sandvik Group conducts operations in four business areas with responsibility for research and development (R&D), production and sales of their respective products and services

Company website

BriAnn Rachele, Utah Market President at NOW CFO

BriAnn Rachele, Utah Market President at NOW CFO

BriAnn Rachele is the Utah Market President at NOW CFO. She has been with NOW CFO since 2018 and now runs the flagship office at NOW CFO.

BriAnn has a circuitous route to NOW CFO. She began her journey in modeling and hospitality. She was in a sales position in hospitality and transferred that skillset, learning the financial aspects on the job at NOW CFO.

BriAnn considers herself a constant learner.

LinkedIn

NOW CFO

Financial services are key to better cash flow control, increased operational efficiency, and accelerated business growth. With the help of a financial consultant, your business can achieve financial visibility. NOW CFO’s outsourced CFO services are available on a fractional, part-time or as-needed basis.

NOW CFO adopts a “roll-up-your-sleeves” approach to financial consulting. They specialize in providing full-service CFOs, controllers, and operational accountants to consult with their clients. The success of their clients is their singular focus. With that focus in mind, they hire advisors with extensive experience in financial reporting and management. They are skilled professionals who can take on any finance or accounting problems a company might face.

NOW CFO’s reputation stands on their talented management consultants and financial analysts. Their entrepreneurial spirit leads NOW CFO to share that talent with many industries and businesses.  NOW CFO aims to become their clients’ partner in success. This desire builds strong bonds between them and their clients, many of whom are respected industry leaders.

Company website

About Workplace MVP

Every day, around the world, organizations of all sizes face disruptive events and situations. Within those workplaces are everyday heroes in human resources, risk management, security, business continuity, and the C-suite. They don’t call themselves heroes though. On the contrary, they simply show up every day, laboring for the well-being of employees in their care, readying the workplace for and planning responses to disruption. This show, Workplace MVP, confers on these heroes the designation they deserve, Workplace MVP (Most Valuable Professionals), and gives them the forum to tell their story. As you hear their experiences, you will learn first-hand, real-life approaches to readying the workplace, responses to crisis situations, and overcoming challenges of disruption. Visit our show archive here.

Workplace MVP Host Jamie Gassmann

Jamie Gassmann, Host, “Workplace MVP”

In addition to serving as the host to the Workplace MVP podcast, Jamie Gassmann is the Director of Marketing at R3 Continuum (R3c). Collectively, she has more than fourteen years of marketing experience. Across her tenure, she has experience working in and with various industries including banking, real estate, retail, crisis management, insurance, business continuity, and more. She holds a Bachelor of Science Degree in Mass Communications with special interest in Advertising and Public Relations and a Master of Business Administration from Paseka School of Business, Minnesota State University.

R3 Continuum

R3 Continuum is a global leader in workplace behavioral health and security solutions. R3c helps ensure the psychological and physical safety of organizations and their people in today’s ever-changing and often unpredictable world. Through their continuum of tailored solutions, including evaluations, crisis response, executive optimization, protective services, and more, they help organizations maintain and cultivate a workplace of wellbeing so that their people can thrive. Learn more about R3c at www.r3c.com.

Company website | LinkedIn | Facebook | Twitter</a

TRANSCRIPT

Intro: [00:00:03] Broadcasting live from the SHRM 2021 Conference at the Las Vegas Convention Center, it’s time for Workplace MVP. Brought to you by R3 Continuum, a global leader in workplace behavioral health, crisis, and security solutions. Now, here’s your host.

Jamie Gassmann: [00:00:22] Hello, everyone. Jamie Gassmann, your host of Workplace MVP, here again, broadcasting episodes from our SHRM 2021 Conference here in Las Vegas. And with me, I have two guests with me for this episode. I’ve got Kris Garcia, Human Resource Generalist for Sandvik. And, I’ve got BriAnn Rachele, who is the Market President for Now CFO. Welcome to the show, you two.

Kris Garcia: [00:00:45] Thank you.

BriAnn Rachele: [00:00:46] Thanks, Jamie. Happy to be here.

Jamie Gassmann: [00:00:47] So, I’m going to go ahead and start out with Kris here today. Kris, tell us a little bit about yourself and what drove you into H.R. or kind of enticed you into H.R. however you want to approach that? Give us a little background on you.

Kris Garcia: [00:01:00] Yeah, sure. So, Kris Garcia, working at Sandvik. I’ve been there for about five years and, you know, I think that what started it for me was the people aspect of H.R. I really gravitate towards that. I came to a point in my life where I said, what is it that I really have a passion for? What is it that I really want to do? And, I took a three-month hiatus. I left the job that I was at before, and I said I can’t really do this anymore. I don’t like the people. I’m not feeling valued. I feel like I’m being criticized. Like, I can’t be my most authentic self.

Kris Garcia: [00:01:38] And so, what did I do? I said, well, let’s pick up a hobby. Let’s make bow ties. So, I made bow ties. So, I learned how to make bow ties, right. So, just like continue peeling layers and onion layers here, because that’s kind of what I am. So, I said, let’s do it, let’s try it for a couple of months. And then, I went to Europe for a little bit to just kind of find myself and took a little vacation. And then, I came back and I said let’s reevaluate who you are and what is it that you want to do? And, it came down to people. I like people operations. I like having empathy. It’s a big component of who I am as a person, and that kind of drove me into the world of H.R. And I said, yeah, this is where I belong. In whatever capacity that would have been, that’s what I want to do for the rest of my life.

Jamie Gassmann: [00:02:30] I love that. That’s so powerful. You know, I have a mentor of my own that always says it’s okay to pause to speed up, slow down to speed up. You almost did that yourself with your career going this isn’t the direction I want. It’s so fascinating. And, bow ties.

Kris Garcia: [00:02:46] Yeah.

Jamie Gassmann: [00:02:46] Of all things.

Kris Garcia: [00:02:47] Of all things.

Jamie Gassmann: [00:02:48] Interesting.

Kris Garcia: [00:02:48] You know what? It’s funny because I said, “Hey, what is something quirky that not everybody wears?” And I said, “Yeah, it’s a bow tie.”

Jamie Gassmann: [00:02:56] Yeah.

Kris Garcia: [00:02:57] And, I want it to be like men, women, anybody in between can wear it. And it’s just, it gives you a little bit of personality. It gives you a little bit of something. So, tomorrow for the concert, you’ll most likely see me in one of my own creations.

Jamie Gassmann: [00:03:12] Awesome.

Kris Garcia: [00:03:13] So, stay tuned to me. Look out for me.

Jamie Gassmann: [00:03:15] Stay tuned. That’s fantastic. So, you were also sharing with me. Now, over the last year, H.R. professionals across the globe have been challenged in balancing, you know, different work environments, you know, different regulations and rules. Talk to me a little bit about that, and I know you have a personal story that we’re going to get to a little bit. But how has that been for you as a professional over this last year?

Kris Garcia: [00:03:41] Well, you know, it’s funny because even with my job, I was 100% remote. I am 100% remote. I work from home doing H.R. I support the folks on the West Coast and I’m an East Coaster. I’m from New Jersey. So, I am three hours. And so, you know, I have to kind of be always in that kind of emotion where like, if someone needs me like 8 o’clock my time, it’s only 5 o’clock their time.

Kris Garcia: [00:04:05] So, a lot of it for me has been, how do I continue, especially after this pandemic and all this stuff that’s been going on that we’re currently living in how do I continue to best support my people who are a lot of them are our technicians that have to go into the office. They don’t have this flexibility of going and working from home. You can’t rebuild a machine from your garage. It’s too big. Our machines are too big, so it’s for mining and construction, so you can imagine the behemoths that we have. So, for me, it’s more like I want to be able to still show my presence there, even if it’s virtual.

Jamie Gassmann: [00:04:51] Yeah, amazing. And, you know, and I’m going to go into this like self-care channel because you shared something that was just really inspiring before we got onto the show itself. But, you know, from a self-care perspective, you know, they promote a lot of that and how you need to take care of yourself, not just in the work environment, but, like, whether it’s meditation or finding some type of an outlet to relieve stress and burnout. Share with us a little bit about what you did over the last year as you kind of balance that isolation that was felt when you were in quarantine.

Kris Garcia: [00:05:21] Yeah. It really was quite a feat for myself. I said I needed a place to have an outlet, especially that was virtual. I went and, you know, I usually go and see my friends all the time, brunches and gatherings, book club, you know wine club, whatever club, all the clubs, just so it gives us an opportunity to hang out, be together and do things together and share our stories. But with the pandemic, I didn’t get to see any of them.

Jamie Gassmann: [00:05:57] Yeah.

Kris Garcia: [00:05:58] We all were very aware of our surroundings and said, you know, we want to be part of our own clusters and we have to be. Like, we created our own clusters so that we knew who we were being a part of. But at the same time, it just didn’t give me that enough of a sensation to say, I don’t feel that connected to you anymore. So, I said, guys, I’m coming up with a podcast.

Jamie Gassmann: [00:06:21] Yeah.

Kris Garcia: [00:06:22] And, you know, my podcast evolved. It was originally just going to be more pop culture-related and ’90s driven. I’m a ’90s baby, so, for me, ’90s, anything excites me.

Kris Garcia: [00:06:35] But then as I kept doing it, I shifted into this what I called now, the podcast is now called BFF Energy! And, it’s just us. And, it’s my friends. I mean, I do it with my best friend and she’s my co-host. Shout out to you Neen. But we go in there and we just talk. And, it could be from anything from self-help to how we’re feeling, how we’re feeling at work, what frustrations we have. She’s about to get married in November, so we’ve been talking about that a lot. But it has brought me this overwhelming sense of joy that gave me a chance to do a check-in with myself.

Jamie Gassmann: [00:07:19] Yeah.

Kris Garcia: [00:07:20] You know, and it has been so great.

Jamie Gassmann: [00:07:23] So, looking at that from a personal kind of realization of the impact of that, from your H.R. perspective, how could something similar to that be implemented into a work environment that might aid in helping some of the employees have some of that connection?

Kris Garcia: [00:07:39] Yeah. Honestly, I think it starts with self-empathy, which it’s not, I don’t – it’s not really even a term, but to me, it is. It’s about really understanding who you are, what you want, and how – if your job isn’t helping you, figure out how to get that. Because sometimes it’s outsourcing the information. Sometimes it’s just not available whether because, you know, your H.R. person or your local manager or whoever maybe doesn’t have that knowledge base, and that’s okay. There’s nothing wrong with that. But it’s about you understand you better than anybody understands you. So, you have to be the one to empower yourself to say, what’s going to help me stay focused, not go crazy, especially when things around me are out of control?

Jamie Gassmann: [00:08:31] Sure. Yeah.

Kris Garcia: [00:08:33] For me, that would be, the best advice is self-empathy.

Jamie Gassmann: [00:08:36] Yeah. And, you had that ability to take a three-month hiatus and kind of take some time off. If there’s somebody listening who’s just finding that really intriguing, going how can I do that? I can’t stop working to do that. How can they navigate that? Or what kind of resources do you know of that are accessible, like, maybe in an H.R. capacity that they can tap into? That might help them to be able to do that.

Kris Garcia: [00:08:59] Absolutely. So, I would say first thing, if you can take, you know, some FMLA, some short-term leave, that’s definitely one part to kind of, one secure that you still have a job when you come back if this is the job for you, right? If you are, I’m at a company that I love but right now I need a mental checkout. That’s okay. H.R. understands that. Your manager will at some point understand that. It may not feel right for their agenda, but we can’t be working off everybody’s agenda.

Kris Garcia: [00:09:29] I always say the most H.R. – the most non-H.R. thing sometimes is everybody at the end of the day is an employee ID number, and people hate when I say that. And, the reason I say that is because that kind of puts you in check to say, I am just a number, so I need to learn how to value myself and that the company that I’m at really values who I am. And if they don’t, then don’t.

Kris Garcia: [00:09:55] But also from a monetary perspective, because we have to worry about the bills and we have to worry about that stuff and you have to prepare yourself. I prepared myself six or eight months in advance.

Jamie Gassmann: [00:10:07] Yeah.

Kris Garcia: [00:10:08] I knew at some point that this was coming. So, I said, I need to do this and how am I going to do that? Fortunately, for me, I was living with some roommates, so it was easier for me to pay some stuff and kind of put stuff aside. But not everybody has that luxury. I would just assess what you have. If you have to take a small loan, you know that’s something that you have to do, that’s fine. It’s, again, at the end of the day, you have to have that mental check-in for yourself so that you can say, “Hey, self, if we’re going to do this, let’s plan today and let’s not wait till tomorrow.”

Jamie Gassmann: [00:10:41] Yeah. Let’s be prepared for it. But then, obviously, what you’re meant – what you’re sharing is that there’s options out there and people just may need to look at what’s the best option for them. And, just one final question and just kind of a thought to leave the audience with. If, you know, for you, what has this done in your life and career direction, taking that time out and kind of self-evaluating what’s important? What’s changed for you?

Kris Garcia: [00:11:08] My creativity has been heightened. I’m a very creative person. I like to do many things and giving myself that mental check to one say, what am I really passionate about career-wise? And, where do I see it going? It’s in H.R. Eventually, I joke with my boss, but I always say, at the end of the day, I’m going to take your job because I do, and he knows that and it’s great. But at the same time, it’s also about the job. The company that I work for and the people that I’m surrounded by also give me the space to be creative. And I can think outside the box, what I call my H.R. 2.0 version, and it’s what I go by. That’s what keeps me running so that I can maintain that creativity, that flexibility and then apply it to other things that I’m passionate about, like my podcast.

Jamie Gassmann: [00:12:07] Yeah.

Kris Garcia: [00:12:07] And, you know, maybe making more bow ties. I mean, who knows, right?

Jamie Gassmann: [00:12:11] Yeah.

Kris Garcia: [00:12:11] Like, the possibilities are endless, but I haven’t had done that. It really changed my entire outlook on my whole life. And, I would never take that back again.

Jamie Gassmann: [00:12:24] Yeah, wonderful. And, such a brave move. And, it’s paid off for you.

Kris Garcia: [00:12:28] It has.

Jamie Gassmann: [00:12:29] Very great. Awesome.

Jamie Gassmann: [00:12:30] So, now, we’re going to shift over to our next guest. We’ve got BriAnn Rachele, Market President at Now CFO. Hi, BriAnn.

BriAnn Rachele: [00:12:37] Hi, Jamie.

Jamie Gassmann: [00:12:38] So, BriAnn, share with us your career journey, how you got into being Market President for Now CFO.

BriAnn Rachele: [00:12:43] Okay, yeah. First, can I just say, Kris that was a really inspiring conversation.

Kris Garcia: [00:12:49] Thank you.

BriAnn Rachele: [00:12:49] Jamie, you asked great questions. It was really cool to listen to you and I learned a lot just from the short time that I’ve been sitting next to you.

Kris Garcia: [00:12:55] Thank you so much.

BriAnn Rachele: [00:12:55] Yeah, thank you. Yeah. So, I kind of have a really weird background. I dropped out of high school when I was 15 and I started modeling. I moved overseas and traveled around for 10 years, working full time as a model, and got my GED, didn’t go into any schooling after that. And so, I was kind of always in sales mode, right? As a model, you’re going on castings, you’re selling yourself, you’re trying to get jobs through your personality and trying to build that rapport with a potential client. And, you know, 30 seconds to five minutes of meeting someone, showing them your photos, which is the product, right? And then, trying to convince them that you’re the one that they want to work with.

BriAnn Rachele: [00:13:40] So, I feel like I’ve always had that sales face on, and then I always held a second job in hospitality, working as maybe a cocktail waitress or a barista or a server. And then, when I stopped modeling, I moved into events for hospitality groups, so restaurant and bar groups. This sounds so off-topic with where I’m sitting, but I promise I’m getting somewhere. And then, I moved into management for hospitality, moved into sales, and then I was just kind of complaining to my girlfriends over brunch about my job. And, I had moved back to Utah, which is where I live now.

BriAnn Rachele: [00:14:19] And, I wasn’t happy with where I was and my girlfriend just said, “You’re doing sales anyway, why don’t you come work for this company called Now CFO?” A few of my girlfriends worked there, and I said, “Well, what do they do?” They tried to explain it to me, and I didn’t really understand it, to be honest, at first. So, I had to do a lot of digging and a lot of learning. I interviewed with my former boss and I got the sales job.

BriAnn Rachele: [00:14:41] So, I’ve been with Now CFO for three years now. I worked as a sales, you know, business development representative for two and a half of those years under the founder of the company, worked for the flagship practice there in Utah. We do outsource accounting and finance for those of you who don’t know, so mostly high-level stuff, CFO controller level type stuff. We have a staff of CFOs and controllers even down to bookkeepers that we rent out on an hourly basis to clients who might not need them full time.

BriAnn Rachele: [00:15:13] So, I had to learn a lot in that position about finance and accounting. I got the opportunity to meet with different business owners and business leaders every single day, learning the ins and outs of different industries and how they came to be where they were. And then, I got to advise them on the financial and accounting side, on what they needed to do to get to where they wanted to go.

BriAnn Rachele: [00:15:35] So, I did that for two and a half years, and then my boss sidestepped into the CFO role at Now CFO, and me and the director at the time got bumped up to fill his role. He was a really great guy, is a really great guy. So, it took two of us to fill his position. And so, here I am, you know, no finance or accounting background, running my own practice, the flagship practice there in Utah for almost 400 person company. Super, super fun.

BriAnn Rachele: [00:16:05] I’m learning a lot every single day, and kind of the biggest takeaway for me right now is kind of running my own, it’s like I’m running my own business. I get to be the client, right. I have my CFO who I’m talking to on at least a monthly basis, going through our reports and everything, and I really get to see the client-side of why a CFO is so important. Because if I didn’t have him explaining the numbers to me, I would not know what I’m doing.

BriAnn Rachele: [00:16:31] So, anyway, very long-winded answer of how I came to be where I am. I definitely have, like, the imposter syndrome thing going on. I feel the people around me, especially at this conference. It’s great to see so many women, first of all, at a conference in general, but so many executive women who have worked really hard to get to where they are. And, yeah, it’s really great to be here.

Jamie Gassmann: [00:16:54] Yeah. That’s fascinating. So, it sounds like you kind of had your own kind of career track at some point in time going, “Gosh, this isn’t really what I want to be doing,” and got into something that’s now kind of brightened like a passion in you and kind of learning a different trade. Very cool.

BriAnn Rachele: [00:17:08] Thank you.

Jamie Gassmann: [00:17:09] So, you know, and you mentioned imposter syndrome, and that’s so common and a lot of, you know, as people climb ranks within, you know. What does that feel like for you? You know, in your role? Like, what are some of the things that you, you know – how do you combat that?

BriAnn Rachele: [00:17:26] Yeah. So, it is difficult and it is interesting as I talk with peers. You know, I’m a part of a lot of different networking groups. Now, I get to be amongst executives, and I’m learning that more often than not, other people, like you said, are experiencing the same thing, which sucks. But it’s also really great for me to be able to, you know, relate to these people.

BriAnn Rachele: [00:17:52] As far as combating it, I guess kind of what I’m doing here today. So, I came to this conference to meet people to be able to learn what resources are out there so I can take that back to our prospects and our clients and give them resources. A lot of the time the companies that we’re working for also don’t have, you know, an H.R. person or a department. And so, that’s what I’m really doing here is just learning so I can take that back to them.

BriAnn Rachele: [00:18:19] But from being here, I’m learning a lot for myself on how to become a better leader, which is really important to me. It’s a new thing for me, running a team. And so, I think I’ve kind of just fallen into this part of it. But that’s something that I’m doing, and I’m just trying to wrap my arms around it and really soak everything in and really listen to the people that I’m meeting, and everyone’s really interesting here. They all have their own stories like Kris. Had I not sat down to do this podcast, I probably wouldn’t have run into Kris and learn all this. And, there’s so much knowledge in this room alone. So, I think today I’m definitely going to just talk to as many people as I can and learn from them and try to fix that imposter syndrome and become the leader that I want to be so I don’t feel that anymore.

Jamie Gassmann: [00:19:02] Yeah, that’s fantastic. And, honestly, it’s always good to know when you talk to other people and open that dialogue that you’re not alone. And, that’s a very common feeling when people move into those certain roles. And, obviously, you know, the mentorship, you kind of mentioned that you moved into your previous boss’ role, you know. How has that been for you and kind of, because, obviously, you know, coming into that industry, maybe not with as much of the knowledge as maybe some of your peers might have had, you really have been able to embrace and kind of learn from others and I think it’s really fascinating. So, how has that mentorship helped you as you’ve grown in your career?

BriAnn Rachele: [00:19:40] With my previous boss specifically?

Jamie Gassmann: [00:19:43] Or just in general?

BriAnn Rachele: [00:19:44] Okay.

Jamie Gassmann: [00:19:44] It sounds like you’ve had a lot of mentors that have helped to guide you along your path.

BriAnn Rachele: [00:19:48] Yeah, super, super important. So, if I didn’t have those people, I would not be where I am today. I think I definitely would have given up and changed, you know, made a change, had some excuse as to why I would have needed to change industries or professions in some way, shape, or form. So, it’s been imperative. Can I throw a couple of names out there?

Jamie Gassmann: [00:20:11] Oh, absolutely. Yeah.

BriAnn Rachele: [00:20:12] So, my former boss, Brian Hayes, our founder, Jim Bennett, have been just the best resources, learning from them, watching them work, being able to be, work side by side with them for the last three years, and learn everything, be able to feel like I can openly ask questions. And, you know, they make me feel like those questions are valid and they walk me through it, and they’ve just given me so much knowledge. Also, my co-market president, Nate Sorenson, I would not be here without him. He is just so smart and we do things very differently from each other. So, really trying to have open conversations about how both of us can be better in whatever way has really helped. And then, Jeff Erickson, he’s with a company called Carta, my main mentor. I kind of go to him for everything in life, personally and professionally, and he’s been great.

BriAnn Rachele: [00:21:04] So, I think it’s imperative to make those connections with people and even if it’s a mentor for five minutes. And, I learned so much from Kris or you, Jamie. Or, if you have a mentor that you can have there for you over the years, just take it all in as you can, and it’s imperative that you have those people in your life.

Jamie Gassmann: [00:21:20] Yeah, absolutely. Well, and they see things in you that you don’t see in yourself. And so, I’m sure you probably have, you know, identified that in your career where it’s like, gosh, really me? Like, okay, I can do this, you know, they believe in me. I’m going to take that step forward, which is fantastic.

BriAnn Rachele: [00:21:37] Yeah, and I think the keyword is they, you know, I think, if people can really try to branch out and have many mentors. If you’re hearing it from one person, it can kind of get, you think that it might be biased, you know. But when you’re hearing it from different people around you, then that’s when it really kind of sinks in more and when it’s consistent. So, I think other people are the key. People are the key.

Jamie Gassmann: [00:22:00] Yeah. Well and as leaders too, right? When you think of like a leader, like you’re in a leadership role, you know, I lead a team of marketers as well, you know, being able to be that mentor for somebody else, you know, how much is – you know, do you feel like you’re doing that for your team or are you anxiously waiting to go back and be able to do some of that?

BriAnn Rachele: [00:22:24] I feel like I’m not there yet. I’m really trying, yeah.

Jamie Gassmann: [00:22:28] Yeah. You’ll get there. Yeah. I know, I mean, and it’s just being aware of, like, the impact that’s made on your own career. And so, here at the SHRM Conference, you know, obviously you mentioned that some of the sessions you’ve just gathered so much information. What have been some of the great takeaways that you can’t wait to kind of bring back to your team from what you’ve heard throughout the sessions?

BriAnn Rachele: [00:22:50] Yeah. I think, first of all, the resources that are here, I mean, I’m looking around the Expo Center right now and there are just so many booths and I’ve only made it through not even a quarter of them yet. And, I am writing notes on all the business cards. You know, there are just so many resources out there.

BriAnn Rachele: [00:23:08] So, that’s one thing that I that I’ve taken away is, and it’s kind of what you said, Kris, where if you don’t know, go searching for it, you’re going to find it. There are so many different services out there and technologies and they’re all there to help there, especially in the H.R. space, right. They’re there to help you. So, I think that’s one for sure.

BriAnn Rachele: [00:23:29] And then, the other big takeaway for me, I was sitting on in the general session yesterday with, oh gosh, I forgot his name but the founder of Chipotle and their H.R. director. And, culture, culture, culture, right? That’s what everyone says. But it’s so hard to figure out where to start with that. It’s like, what do you do? What do you – do I just have a meeting and say, hey, guys, we’re going to work on our culture.

BriAnn Rachele: [00:23:56] There’s so many steps that you can take, and I think it’s really important like Kris said, again, start with anything, start today, don’t start tomorrow because it keeps getting pushed off. Start with one little thing and then let it grow from there. You’ll see a difference and then you can start adding things. So, that’s a huge takeaway that I got from yesterday’s general session.

BriAnn Rachele: [00:24:14] I think what I’m going to do, and maybe you should check up on this with me. Make sure I do it, Jamie.

Jamie Gassmann: [00:24:20] [Inaudible] hold you accountable.

BriAnn Rachele: [00:24:22] One thing that she said is listen to your employees so they’ll go in and they’ll just – or they’ll have their leaders go in and just say they’ll take one minute to talk. Hey, this is what I’m doing here. Nice to see you guys. And then, instead of them presenting as a leader, they open it up and the next 59 minutes or 55 minutes are for the employees to talk and present to the leaders. And, I think that that’s awesome. So, I’m going to give that a go and we’ll see how it works.

Jamie Gassmann: [00:24:54] Yeah, yeah. Having that transparency and giving your employees that comfortability to know that it’s okay if they talk.

BriAnn Rachele: [00:25:02] Yes.

Jamie Gassmann: [00:25:02] That you want to hear from them is so important, especially after this last year, right? I mean, you need to hear from them because everything has changed so much, not only in our business world but also in our employees’ lives and worlds that, you know, hearing that conversation with them makes such a difference.

BriAnn Rachele: [00:25:19] Yeah. And, I think the other thing that they said was, you know, you can listen all you want but if you don’t do anything after, it doesn’t mean anything.

Jamie Gassmann: [00:25:26] That’s such a key takeaway right there. You got to put into action at least something.

BriAnn Rachele: [00:25:30] Yeah. And then, what they said beyond that because then it’s like, well, that’s really huge. That’s a lot of pressure. You know, like, what am I going to do? I’m going to go fix everything now. So, what they preface that with is, hey, we’re going to do – we’re going to make changes. We’re going to do the best that we can. If we don’t get it right, we’re going to try again until we get it right.

BriAnn Rachele: [00:25:48] So, I think that’s a really solid promise that you, as long as you’re trying, you’re going to be able to keep that. So, that takes a lot of pressure off of like getting things right the first time and probably the biggest takeaway thus far.

Jamie Gassmann: [00:26:00] Yeah. Well, I’m glad you shared that here on our show because that’s such a great takeaway and it’s also a really good reminder for leaders to know you don’t have to have it perfect right out the gate. But as long as you can show that you tried and that you heard and you listened and you took action from what they heard, it makes such a big difference. So, thank you for sharing that.

BriAnn Rachele: [00:26:18] Thank you.

Jamie Gassmann: [00:26:19] Now, if our guests wanted to get a hold of either of you, to touch base, learn a little bit more, find out where your podcast is or where to get a bow tie, or just wanting to hear more or like reach out in terms of mentoring and, you know, helping with imposter syndrome, which is so common, a lot of people go through that, how can they reach out to you? How would you like them to get in touch? Try that again.

Kris Garcia: [00:26:44] Let’s try that again. There you go. [Inaudible] once I can hear myself.

Jamie Gassmann: [00:26:47] Yeah.

Kris Garcia: [00:26:48] It’s like.

Jamie Gassmann: [00:26:48] Yeah.

Kris Garcia: [00:26:49] You can reach me on Instagram, Twitter, @krisjgarcia, K-R-I-S, J Garcia. And, I feel free. I love talking to people. I love being able to share my own journey but also listening to your journey and how best you can kind of get that. And, also, if you want to have a fun distraction, you can listen to the podcast. It’s called BFF Energy! With Neen and Kris, and that’s available on all platforms. Actually, it’s BFF Energy! With Kris and Neen. I made it up so it’s me first. What? How dare I? See. That’s how good of a friend I am. Put my friends first. But you can also follow that, BFF Energy! pod, on all the platforms and it’s available on all streaming services.

Jamie Gassmann: [00:27:36] Wonderful. How about for you, BriAnn?

BriAnn Rachele: [00:27:39] Yeah. So, I mean, everyone, please go add me on LinkedIn, Instagram. I couldn’t say it better than Kris had just said, just love meeting new people, hearing their stories, sharing mine. So BriAnn Rachele, B-R-I-A-N-N R-A-C-H-E-L-E.

Jamie Gassmann: [00:27:57] Wonderful.

BriAnn Rachele: [00:27:57] Yeah.

Jamie Gassmann: [00:27:57] Thank you both for being on our show. Very inspiring stories, both of you, honestly. I’ve learned so much and it’s just so great. You know, it’s okay to take a time out and reassess your career. And, that’s such a great takeaway from this conversation. Thank you for sharing all that.

Kris Garcia: [00:28:10] Thank you.

BriAnn Rachele: [00:28:10] Thanks, Jamie.

Jamie Gassmann: [00:28:11] And, if you are in our SHRM Expo, stop by Booth 4076 to hear our podcast or to kind of meet our show sponsor, R3 Continuum. And, with that, you guys have a great rest of your day.

Kris Garcia: [00:28:23] You too. Thank you so much.

BriAnn Rachele: [00:28:24] Thank you.

 

 

Tagged With: BFF Energy, BriAnn Rachele, Fractional CFO, Jamie Gassmann, Kris Garcia, NOW CFO, podcasts, R3 Continuum, Sandvik, Workplace MVP

Workplace MVP LIVE from SHRM 2021: Jay Hollins, Labelmaster Products

September 30, 2021 by John Ray

Labelmaster Products
Minneapolis St. Paul Studio
Workplace MVP LIVE from SHRM 2021: Jay Hollins, Labelmaster Products
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Labelmaster Products

Workplace MVP LIVE from SHRM 2021: Jay Hollins, Labelmaster Products

Treating all employees as family and treating everyone the way you want to be treated are the values Jay Hollins with Labelmaster Products says are important in her company. She spoke with host Jamie Gassmann about how she got into HR, how Labelmaster recruits, the resources they provide to employees, how they seek to treat the whole person, and much more. Workplace MVP is underwritten and presented by R3 Continuum and produced by the Minneapolis-St.Paul Studio of Business RadioX®.

This show was originally broadcast live from the 2021 SHRM Annual Conference held at the Las Vegas Convention Center in Las Vegas, Nevada.

Jay Hollins, People Manager, HR/HRIS Manager, Labelmaster Products

Jay Hollins, People Manager, HR/HRIS Manager, Labelmaster Products

Jay Hollins is People Manager for Labelmaster Products.  She is in charge of  Recruitment, Human Resource planning, organizational development, training & development, employee relations, safety, security, employee assistance, policy development & implementation, compensation & benefits and Human Resource information systems – to the advantage of the company and its employees.

Jay fell into Human Resources and recruiting and loved it, even though she considers herself shy.

Jay has been in HR since 2014 and joined Labelmaster Products in 2019.

LinkedIn

Labelmaster Products

At Labelmaster, they help businesses take the complexity out of hazmat transportation. In short, they help to make the world a safer place. They manufacture and distribute products, develop software, and provide consultative services that all kinds of businesses need to keep their stuff moving across the globe safely and compliantly.

Labelmaster has been around for 50 years and their customers include Fortune 500 manufacturing, healthcare, automotive, transportation and other businesses that need to move hazmat (or Dangerous Goods).

In the ever-shifting world of dangerous goods shipping, Labelmaster keeps your business ahead of regulations and compliant every step of the way. Whether you’re shipping hazardous materials by land, air, or sea, they provide always up-to-date expertise to ensure every shipment runs smoothly. With the most comprehensive assortment of software, products, and services available, every box is checked and nothing is left to chance. From hazmat labels and UN certified packaging to regulatory training, Labelmaster keeps you cool, and compliant, every day.

Company website

About Workplace MVP

Every day, around the world, organizations of all sizes face disruptive events and situations. Within those workplaces are everyday heroes in human resources, risk management, security, business continuity, and the C-suite. They don’t call themselves heroes though. On the contrary, they simply show up every day, laboring for the well-being of employees in their care, readying the workplace for and planning responses to disruption. This show, Workplace MVP, confers on these heroes the designation they deserve, Workplace MVP (Most Valuable Professionals), and gives them the forum to tell their story. As you hear their experiences, you will learn first-hand, real-life approaches to readying the workplace, responses to crisis situations, and overcoming challenges of disruption. Visit our show archive here.

Workplace MVP Host Jamie Gassmann

Jamie Gassmann, Host, “Workplace MVP”

In addition to serving as the host to the Workplace MVP podcast, Jamie Gassmann is the Director of Marketing at R3 Continuum (R3c). Collectively, she has more than fourteen years of marketing experience. Across her tenure, she has experience working in and with various industries including banking, real estate, retail, crisis management, insurance, business continuity, and more. She holds a Bachelor of Science Degree in Mass Communications with special interest in Advertising and Public Relations and a Master of Business Administration from Paseka School of Business, Minnesota State University.

R3 Continuum

R3 Continuum is a global leader in workplace behavioral health and security solutions. R3c helps ensure the psychological and physical safety of organizations and their people in today’s ever-changing and often unpredictable world. Through their continuum of tailored solutions, including evaluations, crisis response, executive optimization, protective services, and more, they help organizations maintain and cultivate a workplace of wellbeing so that their people can thrive. Learn more about R3c at www.r3c.com.

Company website | LinkedIn | Facebook | Twitter

TRANSCRIPT

Intro: [00:00:02] Broadcasting live from the SHRM 2021 Conference at the Las Vegas Convention Center, it’s time for Workplace MVP. Brought to you by R3 Continuum, a global leader in workplace behavioral health, crisis, and security solutions. Now, here’s your host.

Jamie Gassmann: [00:00:20] Hello, everyone. Jamie Gassmann, your host here with Workplace MVP, broadcasting from the SHRM 2021 Expo here in Las Vegas, Nevada. And with me, I have Jay Hollins. She’s People Manager at Labelmaster Products. Welcome to the show, Jay.

Jay Hollins: [00:00:37] Thank you. I’m so excited to be here.

Jamie Gassmann: [00:00:40] So, Jay, you were sharing with me that shyness is what brought you into your H.R. career. Can you tell us a little bit more about that?

Jay Hollins: [00:00:46] Yeah. So, I am, like, ridiculously shy, but you wouldn’t be able to tell. But I got into H.R. with recruiting by accident. The recruiter that we had she couldn’t make one of the job fairs, and my manager was like, “Hey, I need you to go.” And I’m like, “Oh.” He was like, “Just talk about the company and pass out applications.” And while I was there, he came and was like looking over me and he was like, “Oh, my God. This is you.”

Jay Hollins: [00:01:17] So, I went from the recruiting path all the way up to where I am now. So, my shyness, I use it as a way to, like, break out of my shell. So, it takes me a minute. But once I’m involved and I’m so passionate about H.R. that, you know, it just shines.

Jamie Gassmann: [00:01:33] That’s fascinating. So, you went from being behind the scenes to in front of the scenes and promoting your organization to other candidates.

Jay Hollins: [00:01:40] Yeah. Because, you know, one thing is to get them in the door. You can get them in the door sometimes. But to keep them there and to nurture them there, that’s where all the excitement is, you know to be able to mentor them and to go deep inside. That’s all about H.R. to me.

Jamie Gassmann: [00:01:58] Yeah. Awesome. So, tell me a little bit about that. Like, Are you – is that from when they’re, like, applying and you’re introducing the program, or not the program but the job itself, or when you actually get them into the organization and they’re hired. You know, what part are you referencing?

Jay Hollins: [00:02:14] It’s all of it.

Jamie Gassmann: [00:02:16] All of the above.

Jay Hollins: [00:02:16] Yeah. I’ve been told that when people interview with me, I make them feel like it’s not an interview. Like, we’re having a conversation. And, that nurture continues all the way through because once you get them in there, you have to keep them, right.

Jay Hollins: [00:02:30] So, I want to make sure that the first face you see is the same face you see 10 years from now, five years from now. I want you to know that we’re passionate about our employees. I’m passionate. I didn’t just do a sales gig to get you in the door. I want to get you in the door and I want to keep you there, and I want to make sure that you’re happy and make sure that you’re going to be able to succeed while you’re here.

Jamie Gassmann: [00:02:53] Yeah, absolutely. So, now looking at Labelmaster Products, so let’s talk a little bit about what does that company do and the type of people that you’re hiring, and kind of start there.

Jamie Gassmann: [00:03:03] Okay. So, we are a Dangerous Goods Compliance company. So, what that means is we help companies stay compliant with shipping any type of dangerous or hazardous material either by land, sea, or air. So, we do manufacturing, we do warehouse, we have professional, we have I.T., we have a whole variety of different positions that we hire for. And, no matter what background you have, we can find a spot for you. You can do entry-level, you can do mid-level, you can do professional to executive. And, we are a family-type company, where once you’re in, you’re in.

Jamie Gassmann: [00:03:46] Beautiful. So, you’re hiring all different types of skill levels.

Jay Hollins: [00:03:51] Correct.

Jamie Gassmann: [00:03:51] And so, when you’re looking – like, especially in today’s hiring market, you know, with manufacturing and some of the other jobs that you kind of mentioned, where are you seeking these candidates out? Like, what are the types of things that you’re doing to try to find them?

Jay Hollins: [00:04:02] So, now, that’s the tricky part, you know, because you want to be creative and you want to make sure that you’re not limiting yourself to get candidates that are all the same. So, we want to have a diverse crew. So, we do social media, we do job fairs, we do community fairs, we open our doors to do job fairs in the community. We do – we don’t really do a lot of print, but that’s something that we’re interested in, so social media, word of mouth. A lot of our sales teams when they’re going out into their conventions, they all say, “Hey, we’re looking for a few good people.” So, we’re pretty advocate about that.

Jamie Gassmann: [00:04:45] Yeah, in trying to, kind of, get creative it sounds like, and you leverage different channels to try to meet people in a different way. So, now being manufacturing, it’s probably very competitive, I got to imagine with some of the candidates out there. How do you stay, you know, I know that whole kind of engagement piece and, like, bring them in and, like, kind of, nurturing them through that. You know, I’ve heard the term throughout the show and a lot of my different interviews of that employee life lifecycle, if you will. But how do you engage with them and like, you know, show them that this is a really good opportunity? Because you’re competing with other employers out there. So, what are some of the tactics you use?

Jay Hollins: [00:05:22] So, there’s no tactic really. It’s just we’re intentional about what we’re doing with our employees. Once we bring you in, we love all you like no other. You know, we’re a very employee-friendly company. We let people know we may not be the box brand or the big-name manufacturing or warehouse company because we compete with that. You know, we compete with different big names. So, we want to – once the employees come in, they see that we are all about the employee, what services that we’re doing to make you feel, okay, not only while you’re working, but personal.

Jay Hollins: [00:06:04] So, we reach out to employees if they’re having any type of personal issues. We’re not just like, “Okay, call the EAP number.” No. We’re in there. We’re trying to figure out what can we do as a company as a whole to make you feel like you’re important.

Jay Hollins: [00:06:20] With our industry, it is ever-changing and it’s in and out. But I can say a lot, probably about 50% of our employees, have been with the company for over 30 years.

Jamie Gassmann: [00:06:30] That’s amazing.

Jay Hollins: [00:06:31] Yeah.

Jamie Gassmann: [00:06:31] That’s amazing.

Jay Hollins: [00:06:31] And, that’s in the warehouse manufacture department, as well as in the office. And, we’ve had a lot of employees that leave. But then they come back because they realize, you know, we’re passionate about our employees and we care about how our employees feel, even if it has nothing to do with the job.

Jamie Gassmann: [00:06:50] Yeah, which, you know, and really I – another kind of common term I hear is that whole person coming into the workplace and that’s not just the job that they’re there to do but it’s also that person outside of work because you really can’t leave that at the door. So, it’s interesting that you’ve built this culture wrapped around how do I take care of that employee, not just when they’re here at work but kind of all inclusively. And, you’re showing the benefits of that with that retention rate. That’s incredible.

Jay Hollins: [00:07:16] Yeah. Like, we have some employees that you know you’re not going to please everyone. But when people leave, they know that we cared about them as a whole and not because of what you were able to do or produce for the company. But we have people that no longer work with us but still call to get advice from us or still calls to get some type of help from us. And, we don’t shy them away like, “Oh, you don’t work here anymore and I can’t help you.” No. We’re all involved with whatever they need as a person. Because once you’re part of our family, then you’re part of the family. Like, any type of event that we have, we reach out to old employees and say, “Hey, we’re having an event. Are you coming?” So, once you’re part of our family, you’re part of the family.

Jamie Gassmann: [00:08:01] Yeah. And, now and obviously, I mean, you mentioned it’s a little bit smaller than some of your bigger box locations or bigger box locations you compete with. Does that start at the top? Is that like a culture that was established by maybe the founders or the owners or, you know, leadership of that organization?

Jay Hollins: [00:08:18] Absolutely, absolutely. The funny thing is, no matter if you are in the warehouse or the manufacturing or you’re one of the top executives, you’re going to interact with the president, you’re going to interact with the CFO. Like, the president knows everyone by name. He’s in the warehouse, walking around, interacting with individuals. All of the executives, they’re open doors. It’s not like the executives, you close the door. I can’t go in and talk to you. Any given moment, you’ll see one of the employees in the manufacturing department or in the warehouse over into the office side, and they’re talking to one of the executives because it’s no high me and little you. It’s we’re all in this together and it’s like, “Hey, we can all have” – you know, the biggest thing at our location is the Sox fans against the Cubs fans.” So, once we all get round up –

Jamie Gassmann: [00:09:08] Are you located in Chicago?

Jay Hollins: [00:09:11] I am.

Jamie Gassmann: [00:09:11] I know that. I’ve heard that team before.

Jay Hollins: [00:09:11] So, that’s the biggest thing that’ll get everybody talking, and you’ll see that’s the only dispute. The Sox fans against the Cubs fans. That’s the only one.

Jamie Gassmann: [00:09:22] I bet that gets really interesting when the season is going.

Jay Hollins: [00:09:25] Oh. So right now – because I’m a Sox fan, so right now we’re on cloud nine. So, all the Cubs fans are kind of quiet. So, it’s all about that camaraderie. And, you know, no matter what office, no matter what location, no matter what department you’re in, you can always find some type of common ground where we’re all in this together.

Jamie Gassmann: [00:09:46] Yeah. And, you know, from your perspective, what role does H.R. play in helping to fuel kind of that camaraderie and the programs that helped to drive some of that cultural success?

Jay Hollins: [00:09:57] So, we look at people as individuals. We look at people at how would I want to be treated and we’re looking to see what we can do to make you feel good in the inside and out. So, because if you’re not – if you’re having a bad day, it’s going to affect your work, you’re going to see it in your work.

Jay Hollins: [00:10:17] So, we want to be so in tune and so engaged with that employee that if they’re having an off day, instead of easily going to write them up, it’s like, “Hey, something’s off about this person. They don’t normally act like this,” or, you know, we don’t just pass the buck and was like, “Oh, that’s the manager thing.” We’re involved. We work with the managers to see, “Okay. Is there an issue with the employee? Let’s figure out what’s really going on. What’s the root cause?” And we work with them.

Jay Hollins: [00:10:44] So, I think the compassion that the whole team has, not just with the H.R. department, but even with our managers, we love the employees, and it’s not because we are here to do a job. It’s because we enjoy what we do.

Jamie Gassmann: [00:10:58] Yeah. That’s fascinating and great words of wisdom of just, you know, treating that employee as a person, keeping that holistic human approach to it. That’s [inaudible].

Jamie Gassmann: [00:11:07] So, if any of our guests wanted to contact you, reach out to you, how would they be able to go about doing that?

Jay Hollins: [00:11:12] So, you can either go on our website, it’s labelmaster.com, also known as American Label Mart, or you can research me, I mean, not research, don’t research me, please. Or, you can email me at jhollins@labelmaster.com.

Jamie Gassmann: [00:11:31] Wonderful. Well, thank you so much, Jay, for being on our show. You’ve been a pleasure to interview.

Jay Hollins: [00:11:35] Thank you.

 

Tagged With: Jamie Gassmann, Jay Hollins, Labelmaster Products, Manufacturing, R3 Continuum, workplace mental health, Workplace MVP

2021 GNFCC Small Business of the Year Award: IBEX IT Business Experts, with Tracey Grace, Founder and CEO

September 30, 2021 by John Ray

IBEX IT Business Experts
North Fulton Studio
2021 GNFCC Small Business of the Year Award: IBEX IT Business Experts, with Tracey Grace, Founder and CEO
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IBEX IT Business Experts

2021 GNFCC Small Business of the Year Award:  IBEX IT Business Experts, with Tracey Grace, Founder and CEO (GNFCC 400 Insider, Episode 67)

IBEX IT Business Experts was recently named the 2021 GNFCC Small Business of the Year. Tracey Grace, Founder and CEO, joined host Kali Boatright to share the story behind her founding the company, the path which has led to the company’s inclusion on the Inc. 5000 list of Top Private Companies, her company’s launch of Certifiably Diverse, supplier diversity management software service which helps companies find qualified minority-owned vendors, and much more. The GNFCC 400 Insider is presented by the Greater North Fulton Chamber of Commerce and produced by the North Fulton studio of Business RadioX®.

IBEX IT Business Experts

IBEX IT Business Experts (IBEX) is a Training, Technology and Consulting Services firm, laser-focused on assisting companies and government agencies to be more effective and efficient in their execution.

IBEX is a women-owned, minority-owned, SBA 8(a) certified business and is committed to promoting diversity and inclusion inside and outside of the company. For the 3rd year in a row, IBEX has been named the 802nd fastest-growing privately-owned company in America by Inc. 5000 and #31 in Georgia, after having placed #1897 in 2018, #806 in 2019. In 2020, IBEX obtained ISO 9001:2015 certification for its Quality Management System.

Company website.  | LinkedIn

Tracey Grace, MBA, ITIL, President and CEO, IBEX IT Business Experts

IBEX Experts
Tracey Grace, President and CEO, IBEX IT Business Experts

Originally from New Jersey, Tracey attended the University of Pittsburgh where she obtained her BA in Economics and Spanish and was then awarded a Graduate Tuition Fellowship to fully fund her MBA in Marketing, which she completed in 11 months. Before breaking into the technology industry by founding IBEX IT Business Experts in 2012, Tracey led successful sales teams at international corporations including Learning Tree and FedEx.

At IBEX, Tracey helps organizations like NASA, CDC, and Cox Communications implement IT solutions and train workers on innovative technologies. As a minority woman founder, Tracey knows that IBEX brings value beyond technology training; IBEX also serves a major need in connecting organizations with underrepresented groups. Although her professional expertise lies in IT solutions, government contracting and best practices, she is a uniquely powerful authority on topics like diversity, networking, and leadership.

2021 marks a big year for IBEX, with the launch of Certifiably Diverse, a new supplier diversity software. Certifiably Diverse helps clients like the University of Pittsburgh Medical Center (UPMC) to increase their supplier diversity spend providing the smartest way to communicate, collaborate, and network with diverse suppliers. Additionally, IBEX has maintained its place on the Inc. 5000 list of Fastest-Growing Private Companies for 4 years straight and won Greater North Fulton Small Business of the Year and the Georgia Fast 40 Award, given to the top 40 fastest growing Georgia based mid-market companies.

Tracey enjoys serving others and giving back. She serves on several non-profit boards including North Fulton Community Charities, Jane Addams Peace Association, and is Co-Chair of the Georgia Minority Supplier Development Council’s Minority Business Input Committee, where she assists minority businesses throughout the state.

 LinkedIn

About GNFCC and “The GNFCC 400 Insider”

Kali Boatright
Kali Boatright, President and CEO of GNFCC

“The GNFCC 400 Insider” is presented by the Greater North Fulton Chamber of Commerce (GNFCC) and is hosted by Kali Boatright, President and CEO of GNFCC. The Greater North Fulton Chamber of Commerce is a private, non-profit, member-driven organization comprised of over 1400 business enterprises, civic organizations, educational institutions and individuals.  Their service area includes Alpharetta, Johns Creek, Milton, Mountain Park, Roswell and Sandy Springs. GNFCC is the leading voice on economic development, business growth and quality of life issues in North Fulton County.

The GNFCC promotes the interests of our members by assuming a leadership role in making North Fulton an excellent place to work, live, play and stay. They provide one voice for all local businesses to influence decision makers, recommend legislation, and protect the valuable resources that make North Fulton a popular place to live.

For more information on GNFCC and its North Fulton County service area, follow this link or call (770) 993-8806. For more information on other GNFCC events such as this North Fulton Mayors Appreciation Lunch, follow this link.

For the complete show archive of “The GNFCC 400 Insider,” go to GNFCC400Insider.com. “The GNFCC 400 Insider” is produced by John Ray and the North Fulton studio of Business RadioX®.

Tagged With: Certifiably Diverse, GNFCC, GNFCC 400 Insider, Greater North Fulton Chamber of Commerce, IBEX IT Business Experts, Kali Boatright, minority suppliers, Tracey Grace

Decision Vision Episode 136: Should I Hire a Finder to Raise Capital? – An Interview with Karen Rands, Kugarand Capital Holdings, LLC

September 30, 2021 by John Ray

Kugarand Capital Holdings
Decision Vision
Decision Vision Episode 136: Should I Hire a Finder to Raise Capital? - An Interview with Karen Rands, Kugarand Capital Holdings, LLC
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Karen Rands

Decision Vision Episode 136:  Should I Hire a Finder to Raise Capital? – An Interview with Karen Rands, Kugarand Capital Holdings, LLC

The task of raising capital for a startup is challenging at best, and outsourcing to a finder is often one avenue founders consider to attract investors. Host Mike Blake is joined by Karen Rands, President of Kugarand Capital Holdings and host of The Compassionate Capitalist Show, to cover how to find and evaluate a finder, regulations, fees, contracts, and much more. Decision Vision is presented by Brady Ware & Company.

Kugarand Capital Holdings, LLC

Karen is the President of Kugarand Capital Holdings where her extended team offers coaching and services to entrepreneurs help companies with capital strategy and investor acquisition through the Launch Funding Network and investors education, screening, due diligence, and syndication services through the National Network of Angel Investors.

Register at the contact page on the website to receive her Compassionate Capitalist Coffee Break mini video tutorials and have an opportunity to schedule a time to chat with Karen directly.

Company website | LinkedIn | Facebook | Twitter

Karen Rands, President, Kugarand Capital Holdings, LLC

Karen Rands, the leader of the Compassionate Capitalist Movement, is an authority on creating wealth through investing and building successful businesses that can scale and exit rich.

Karen turned the knowledge she gained from her corporate experience of working with startups and innovation at IBM, and the 12 years she spent managing the Network of Business Angels & Investors, one of the top 50 angel groups in the US at its peak, into the best-selling primer “Inside Secrets to Angel Investing.” Her book and the accompanying resource portal teach savvy investors how to diversify their investment portfolio to include private equity ownership in entrepreneur endeavors.Karen Rands
Karen hosts the popular business podcast: The Compassionate Capitalist Show. The weekly show is available on all the major platforms, with a library of over 240 episodes. Her chats with angel investors, VCs, business industry leaders have been downloaded over 145,000 times.

Karen also speaks to economic development, community, and corporate groups to spread the word about Compassionate Capitalism as a way to strengthen and grow our economy. Economics is a passion for Karen having received her Bachelor’s in Economics & English from Emory University before earning her MBA in Marketing from the University of Florida.

LinkedIn

Mike Blake, Brady Ware & Company

Mike Blake, Host of the “Decision Vision” podcast series

Michael Blake is the host of the Decision Vision podcast series and a Director of Brady Ware & Company. Mike specializes in the valuation of intellectual property-driven firms, such as software firms, aerospace firms, and professional services firms, most frequently in the capacity as a transaction advisor, helping clients obtain great outcomes from complex transaction opportunities. He is also a specialist in the appraisal of intellectual properties as stand-alone assets, such as software, trade secrets, and patents.

Mike has been a full-time business appraiser for 13 years with public accounting firms, boutique business appraisal firms, and an owner of his own firm. Prior to that, he spent 8 years in venture capital and investment banking, including transactions in the U.S., Israel, Russia, Ukraine, and Belarus.

LinkedIn | Facebook | Twitter | Instagram

Brady Ware & Company

Brady Ware & Company is a regional full-service accounting and advisory firm which helps businesses and entrepreneurs make visions a reality. Brady Ware services clients nationally from its offices in Alpharetta, GA; Columbus and Dayton, OH; and Richmond, IN. The firm is growth-minded, committed to the regions in which they operate, and most importantly, they make significant investments in their people and service offerings to meet the changing financial needs of those they are privileged to serve. The firm is dedicated to providing results that make a difference for its clients.

Decision Vision Podcast Series

Decision Vision is a podcast covering topics and issues facing small business owners and connecting them with solutions from leading experts. This series is presented by Brady Ware & Company. If you are a decision-maker for a small business, we’d love to hear from you. Contact us at decisionvision@bradyware.com and make sure to listen to every Thursday to the Decision Vision podcast.

Past episodes of Decision Vision can be found at decisionvisionpodcast.com. Decision Vision is produced and broadcast by the North Fulton studio of Business RadioX®.

Connect with Brady Ware & Company:

Website | LinkedIn | Facebook | Twitter | Instagram

TRANSCRIPT

Intro: [00:00:02] Welcome to Decision Vision, a podcast series focusing on critical business decisions. Brought to you by Brady Ware & Company. Brady Ware is a regional full-service accounting and advisory firm that helps businesses and entrepreneurs make visions a reality.

Mike Blake: [00:00:36] Welcome to Decision Vision, a podcast giving you, the listener, clear vision to make great decisions. In each episode, we discuss the process of decision making on a different topic for the business owners’ or executives’ perspective. We aren’t necessarily telling you what to do, but we can put you in a position to make an informed decision on your own and understand when you might need help along the way.

Mike Blake: [00:00:58] My name is Mike Blake, and I’m your host for today’s program. I’m a director at Brady Ware & Company, a full-service accounting firm based in Dayton, Ohio, with offices in Dayton; Columbus, Ohio; Richmond, Indiana; and Alpharetta, Georgia. My practice specializes in providing fact-based strategic and risk management advice to clients that are buying, selling, or growing the value of companies and intellectual property. Brady Ware is sponsoring this podcast, which is being recorded in Atlanta per social distancing protocols.

Mike Blake: [00:01:26] If you like to engage with me on social media with My Chart of the Day and other content, I am on LinkedIn as myself and @unblakeable on Facebook, Twitter, Clubhouse, and Instagram. If you like this podcast, please subscribe on your favorite podcast aggregator and please consider leaving a review of the podcast as well.

Mike Blake: [00:01:44] Our topic today is, Should I hire a finder to raise money? And according to Carta, it takes about two years on average to secure funding for a startup. And according to the corporate finances to the chances of being funded by a bulge bracket venture capital fund, are less than one percent, and that’s probably being generous.

Mike Blake: [00:02:04] So, I’ve been around the startup world a little bit. And our guest who’s coming on today has really been around the startup world a lot, more than I have. And, you know, raising money for a startup is not easy and it’s not fun. Raising money for a startup means a lot of rejection, means a lot of unsolicited advice, some of which is good, some of which isn’t very good. And, you know, I think for many startups CEOs, it’s probably the part of the job that most of them like the least.

Mike Blake: [00:02:41] And, therefore, it’s not unexpected that one might anticipate that it would be tempting to outsource that task to somebody, and that somebody is typically called a finder. And we’re going to talk about specifically what a finder is. But if you’re in the startup world, you already know what a finder is. If you’re not in the startup world, but will be at some point, this conversation is going to come up, I promise, because a finder can perform, not just a very important, but actually an existentially important service for a startup. But the choice is not without its pitfalls.

Mike Blake: [00:03:20] And joining us today in this conversation is Karen Rands, who is President of Kugarand Capital Holdings. Karen’s extended team offers coaching and services to entrepreneurs to help companies with capital strategy and investor acquisition through the Launch Funding Network in investors education, screening due diligence, and syndication services through the National Network of Angel Investors. Karen Rands is the leader of the Compassionate Capitalist Movement, is an authority on creating wealth through investing and building successful businesses that can scale and exit rich.

Mike Blake: [00:03:52] Karen turned the knowledge she gained from her corporate experience of working with startups and innovation at IBM and the 12 year she spent managing the Network of Business Angels and Investors, one of the top 50 angel groups in the U.S. at its peak, into the best selling primer Inside Secrets to Angel Investing. Her book and the accompanying resource panel teaches savvy investors how to diversify their investment portfolio to include private equity ownership into entrepreneur endeavors.

Mike Blake: [00:04:21] Karen hosts the popular business podcast, The Compassionate Capitalist Show. The weekly show is available on all the major platforms with a library of over 240 episodes. Her chats with angel investors, venture capitalists, business industry leaders have been downloaded over 145,000 times. Karen also speaks to economic development community and corporate groups to spread the word about compassionate capitalism as a way to strengthen and grow our economy.

Mike Blake: [00:04:50] Economics is a passion for Karen, having received her Bachelor’s in Economics and English from Emory University before earning her MBA in Marketing from University of Florida. Karen Rands, welcome to the Decision Vision podcast.

Karen Rands: [00:05:03] Thank you, Mike. Great to be here.

Mike Blake: [00:05:05] And I’m going to try to not study here. I don’t know what the heck is wrong with me. I probably need another sip of my Earl Grey tea, but we will [inaudible]. So, Karen, again, thanks for coming on the show. I think our listeners are going to get a lot out of this. And and I want to start, for those in our audience who maybe don’t know exactly what we’re talking about so they have a shot of hanging into the conversation, what is a capital or a money finder?

Karen Rands: [00:05:31] So, typically, the finder will offer to locate investors for a company in exchange for a success fee, and that’s the commission based on what they’re able to raise. They’re most often not registered with the SEC, and that’s where it becomes a problem. But finders are also used for angel investors in startups and raising capital, but also could be a part of reverse mergers and also with merger acquisitions, trying to find people to buy a company or fund an acquisition of a company.

Mike Blake: [00:06:07] And why do companies find it attractive to work with a money finder?

Karen Rands: [00:06:12] Okay. Well, you know, the common perception, particularly with startups, is that finders are a cheap way to find capital. Because, you know, actually, if you’re only paying for a success, then it doesn’t actually cost the entrepreneur anything, right? The traditional type of finder that’s in this context, they don’t have the same types of retainers and fees like broker dealers, and the percentage that they charge on the money they raise is a lot less than a licensed broker dealer.

Karen Rands: [00:06:39] They also have the idea that multiple finders working on their deal because, since they have no skin in the game for that entrepreneur, why not have a bunch of people trying to find its capital. But the risk in this is this false sense of expectation that those finders are actually doing the work. But what can happen on the investor side, particularly in a community like Atlanta where we live in, if there’s a lot of finders working it, it might pass an investor’s desk a couple of times or they see it someplace. And they start to think, “Well, what’s wrong with this deal? This deal must stink because so many people are shopping it.” So, you know, that’s always the way that you should consider it. There’s a different way to approach it and we’ll get into talking about, but most often it doesn’t work out near as well as entrepreneurs think it will.

Mike Blake: [00:07:30] Yes. I want to pause on both those points you raised because I think they’re both interesting. And one of them, frankly, I hadn’t thought of. The first point being that, you know, it can be tempting to wish your problems away because you hire a consultant, right? And that was a lesson that my first full time boss, John Noel, taught me was never let a consultant wish your problems away. And it’s easy to let a finder wish your problems away, right? I mean, you know the deal. Raising capital is not hard and it is not typically self-esteem building either.

Karen Rands: [00:08:05] Right. Yeah. It’s very hard. And you got to have Teflon in order to deal with all the nodes and rejection that you get in the process. Exactly.

Mike Blake: [00:08:15] Right. So, I mean, it’s tempting to say, “Well, who needs it? And you’re going to take this off my plate. Yes, please. And thank you.” Now, the other part I hadn’t thought about, but I think makes perfect sense – I love you to elaborate on it, if you can – is that if you do have multiple finders in the market – and I agree with you, that’s a strategy you should do – if everybody’s on contingency, it’s all about from the finder standpoint, which is the deal that’s closest to getting close and therefore my fee. So, you want to have it out there.

Mike Blake: [00:08:49] And we both know the deals that are circulating in the marketplace and we both know instances of “those entrepreneurs who seem like they’ve been raising money for 19 years and they’re still a startup”. And there’s that deal staleness. But I hadn’t thought of the fact that finders can actually create that as well if you have the same deal coming from different angles.

Karen Rands: [00:09:12] Yeah. Right. Right. Because, you know, sometimes what ends up happening, to your point about the paid advice, if a company goes through an incubator and accelerator and they get some information, and through that process of doing that, because of the mentors, the kind of finder you want is the person that loves your deal, is mentoring you on the deal, and is happy to share it with other people because they like your deal. They like you and they’re considering investing themselves in it. So, that’s not the finder that we’re talking about.

Karen Rands: [00:09:47] The finder that we’re talking about is, oftentimes – and I, myself, have been in this position back when I was running the angel group and working with screening deals and working with entrepreneurs and investors – is that you tell them that they have to do X, Y, and Z to be investable. They might have to pivot. They might have to do more research on their marketplace, their go-to market, how they’re going to scale. They might have something fundamentally wrong, but they don’t want to hear that.

Karen Rands: [00:10:14] So, it’s much easier to go to a finder that says, “Hey, I can raise you that capital. I know these guys. I’ll put it together at lunch or at dinner or this or that. Give me five grand or pay for the big hoo ha this stuff and five percent.” And then, when that finder doesn’t raise the capital, they get to blame the finder. And the finder is just doing a side gig because, come on, if you’re not really paying them, you’re not paying the 5,000 and you’re just doing the percentage of, well, how are they paying their bills? It’s not their core thing. And they will work with the ones that are paying them.

Karen Rands: [00:10:50] And you just become the one, if I come across an investor that didn’t like the deal that I’m getting paid for and they’re in your industry, then I might introduce you because I’m not leaving everything on the table. I might get a little something, something.

Mike Blake: [00:11:02] So, that brings up so many points here. We could probably make a whole podcast just out of that last two minutes. But one thing you bring up that I think is important – and correct me if I’m wrong – my impression of the finder market is that it’s very informal. We both know it’s unregulated or quasi-regulated by the SEC, and we’ll get to that in a little while, I think. But there isn’t, like, some storefront that says finders are us.

Karen Rands: [00:11:34] No.

Mike Blake: [00:11:34] If you do a Google search, you’re not going to find, like, capital finder generally. It’s often somebody that’s doing something else kind of for their living, isn’t it?

Karen Rands: [00:11:44] Yes.

Mike Blake: [00:11:45] It could be an attorney. It could be an accountant. It could be somebody else. Or, like you said, somebody that is genuinely interested in the deal, but they want to be paid for helping to close out the round. And so, how does that change the dynamic of the relationship as opposed to most service providers where you kind of own them after you pay the fee. I perform a service as a consultant. My client, to a certain extent, owns me rightfully so. That relationship with a finder is going to be a little different, isn’t it?

Karen Rands: [00:12:19] Oh, yes. Oh, yes. Because there’s really no skin in the game on the entrepreneur side. The only skin in the game is on the finder’s side because they’re the one that’s doing all the work. And for finders that have kind of played in that space, because I’ll come across young people that haven’t been burned by any of this stuff and they think, “Oh, I know people. I was a participant in X, Y, Z incubator. I met these investors. Now, I’m going to turn around and go and help you connect it, and you’re going to give me a percentage.” And so, they have a little bit of skin in the game.

Karen Rands: [00:13:00] But if they don’t get a hit in the first half-a-dozen conversations, then they will just not keep working on it. They’re looking for a low hanging fruit. And you don’t know that they’re not working on it because they think, “Well, maybe this guy will get back to me,” or maybe whatever kind of a thing. And so, you get a false sense of stuff getting done as an entrepreneur that don’t get done.

Mike Blake: [00:13:26] You know, that’s interesting. It approaches that sort of a different angle. Something I say a lot, whereas, in a way, a deal pitch is like a joke. If the person doesn’t get it right away, no amount of explaining after that makes the joke funny. It just never happens, right? Nobody says, “Now, I get it” and just hyperventilating. I mean, they may laugh politely, so a golf applies kind of thing or people will laugh, but they’re not really laughing.

Mike Blake: [00:13:47] And deals are kind of the same way, right? And I guess from a finder’s perspective, when a finder takes that on, they probably have in mind some small group of a handful of people they think would have an interest if it’s all knows. They’re not going to make it their life’s mission, like Indiana Jones to the jungle, to find those investors. Because that’s just not their thing.

Karen Rands: [00:14:17] Right. You know, the exception is if they have to have a vested interest. Somehow there’s got to be a vested interest. And I guess we’ll get into that and how that works.

Mike Blake: [00:14:27] Now, I think a lot of people, initially, if they don’t understand the finder market, they’re often turned on to or find themselves – what we would call – broker dealers of some kind, business brokers, investment bankers, and so forth. They don’t generally like to take on fundraising deals, which is a reason I think that finders have the niche that they do. Is that also your experience? And if so, why do you think that is?

Karen Rands: [00:14:55] Okay. So, this one is one to unpack because broker dealers have historically been the only people that were licensed to be able to raise capital for projects, deals, whatever. And there’s a bunch of licenses. It’s not just one license. But they not only have the ability to find investors but handle the transaction, structure the transaction, and the exchange of capital money for the stock. They can do all of that stuff.

Karen Rands: [00:15:31] And so, sometimes when a finder or a person acts as a finder and they’re not licensed, there’s this term that they were acting as a broker dealer, or acting as an investment banker that is licensed, or acting as a business broker when they really weren’t. And so, because they weren’t licensed to do that, so they can’t act as something that they should be licensed for. That’s illegal. And that’s where you get into who goes to jail and who pays fines and those kind of things when things like this blow up, which oftentimes they don’t because it’s not really something that the SEC is chasing after.

Karen Rands: [00:16:07] So, you know, it really happens when the company doesn’t perform the way the investor expected it to perform and they file a complaint with the broker dealer. The FINRA – which is a quasi not quite a government agency bureaucracy that I’m not a big fan of because I think they’ve done more harm to the financial markets than they’ve done to protect investors – they then go in and investigate, so the broker dealer is held accountable for all of that stuff.

Karen Rands: [00:16:39] And there’s a couple of different things that broker dealers are beholden to. One is what they call, it’s basically a fair – I forget the exact terms, but it’s like a fair disposition. So, that means that they have to make that opportunity available to all of their clients and all of their dealers. So, the deal has to be big in order to get spread out, particularly if you’re dealing with a giant company like Ameritrade or Raymond James or something like that, that a wire houses. Even a small, independent broker dealer who probably has a thousand clients that they manage money for. And so, they have to make it available. It has to be fair and equitable. So, if it’s not big enough to make available to everybody, then it’s not worth doing.

Karen Rands: [00:17:36] And the fees associated with that, they usually will have between $5,000 to 10,000 a month plus fees to do their offering documents, plus big percentages. They’re allowed to charge up to 15 percent. So, if a company is needing to raise capital, a startup that raises a million, 2 million, 3 million, maybe another series A round of 5 million or something like that, that’s all still small for broker dealers. So, broker dealers just won’t really touch it.

Karen Rands: [00:18:02] And because of the regulatory investigation environment of FINRA, it’s really easy if a deal goes south and they take on the responsibility of that due diligence and an investor, “Oh. You put it into my mom’s stuff.” The son says, “She should never have invested in that deal.” Then, they can say, “Well, it was too risky for that particular investor.” And, therefore, it’s a violation of their broker dealer, there’s another rule for that.

Karen Rands: [00:18:32] And then, one of the things that an independent broker dealer or independent financial planner that just has their license hanging with somebody, there’s this fear, uncertainty, and doubt, the FUD, that comes along with what FINRA can do and not do. There’s real rules.

Karen Rands: [00:18:52] And then, there’s this idea – they call it – selling away. So, where that financial planner that has clients that might want to be angel investors gets into a bind is that even if they’re not taking a commission on that transaction – unlike real estate, because a broker dealer doesn’t do buy and sell real estate – they can disclose that they helped this investor do a commercial investment in real estate that’s part of their portfolio, and it’s not considered selling away.

Karen Rands: [00:19:24] But if they help this person do an angel investment deal put 50 grand into some startup, then it might be considered selling away because technically the broker dealer could have – even though they wouldn’t have – handled that transaction. And that independent can lose their license. And so, they steer away from it. So, there’s really no way for companies to really go to the people in the financial services sector to get that. And that’s one of the big reasons why the Jobs Act was passed bipartisanly.

Mike Blake: [00:19:59] So, you touched upon this – this is a great segue into the next question, which is that, there are risks to hiring a finder and they go beyond simply sort of the stale deal syndrome, don’t they? I mean, there are instances where a finder deal could potentially blow up if things aren’t done correctly, right?

Karen Rands: [00:20:21] Right. Absolutely. So, the SEC has these rules that, as I mentioned, if a deal has milestones and they expect and say they went through a regular or private placement memorandum, which is the document that entrepreneurs prepare to disclose the risks of their offering. And in that, it doesn’t fully disclose, let’s say. And that investor thinks that they asked all the questions, but they don’t ask all the questions.

Karen Rands: [00:20:51] And they think that this company is going to get that big deal with Microsoft. And, therefore, they’re going to make all of those projections. And in reality, they never actually had a real deal with Microsoft. They just had a conversation at a trade show, let’s say. And so, they don’t get that deal, the deal fails or the deal stumbles. And they don’t raise the next round of capital or they don’t do their stuff and they don’t fully reach the objectives.

Karen Rands: [00:21:17] And that investor can sue because they can say, “That was fraud. They said they were going to get this deal. They didn’t get this deal.” And then, under those terms, when the SEC investigates, they’ll say, “Oh, that person did commit fraud. They didn’t fully disclose the risks of that investment.” Or they used their money in a wrong way, or they used a finder that wasn’t licensed.

Karen Rands: [00:21:43] And when the SEC finds out that they used a finder, they might also find this out when that company goes to sell to a public company and the public company has to do the disclosure, or they go to go public and the SEC is looking at all their stuff and they find that. In any of those circumstances, the deal can go south and the investors have the right of rescission – they call it – where they can get all their money back that they put into the company at whatever they put it in. They don’t make any money on that.

Karen Rands: [00:22:11] But that is a recipe for the company to go out of business because they have to pay back this money that they don’t have that they spent. And that founder or that executive office that did that has the potential to go to jail, too, depending on how serious the nondisclosure are or the fraud is. And they get labeled a bad actor. And so, a bad actor is one of those things that is now in all of the Jobs Act offerings, is that, you cannot have a bad actor in that company that owns more than ten percent of the company and that kind of stuff.

Karen Rands: [00:22:46] And so, those are all kinds of things that is all new language to people that are investing in some of these companies. But that’s what happens. So, the finder usually gets a slap on the wrist unless they’ve been doing it a lot and a lot. And I got some horror stories of people that have defrauded people all over in Georgia but never got held accountable because of the fragmentation of security laws when it comes down to a state level. But then, also, the big thing is that it really hurts the company when they use finders and it gets found out.

Mike Blake: [00:23:15] So, when typically do companies use finders? In your mind, do they typically find them at the pre-seed level, or the seed level, or when they get into more institutional capital? What stage of the company’s development do they typically engage with finders?

Karen Rands: [00:23:36] It’s usually when they don’t know how to go raise with friends and family round, or when they’re raising their first seed round outside of a friends and family round. So, it’s still really early on. Because once you have real investors in your deal, because you raise money from an angel investor group and stuff like that, if you maintain good communications with those people, those investors have a vested interest to help you find other capital. Because, otherwise, their investment doesn’t grow the way they expect it to grow.

Karen Rands: [00:24:06] And so, it’s really before there are real serious accredited angel investors involved in a deal. And that an entrepreneur doesn’t know where to go, and they’ve not been able to qualify to get to an angel investor group, for lots and lots of different reasons. It doesn’t necessarily mean that the deal is not meritable. It could just be the industry that that local angel investor invests in, and they’re not in that same industry. So, they get desperate to try to find investors. And then, they’ll go and they’ll ask people and they’ll say, “Hey, I need you to go help me find investors and I’ll pay you a commission.” I mean, that’s the conversation. And they really ask that.

Karen Rands: [00:24:45] The difference is that somebody that’s professional, such as myself, that knows investors, that knows how to structure what makes an entrepreneur investable, we’re professionals. And just like a lawyer or an accountant is professional, they rarely will go file patents and do all that stuff hoping that Wednesday you’ll raise capital and then be able to pay me. They don’t do that work thinking that they might get paid in the future. They do the work for the work they’re doing right now.

Mike Blake: [00:25:15] So, we talked about some of the pitfalls here. How do you mitigate those risks? I mean, the risks are obviously out there. You still want to use a finder. I mean, do you just have to sort of accept those risks? Or are there things you can do to lessen the probability that those things will happen to you?

Karen Rands: [00:25:33] So, part of it is really validating doing your own due diligence on a finder, if you’re going to be serious. Now, first of all, you’re not going to want to do it on 100 percent commission, we already covered that. You’re not going to want to have a whole bunch of people shopping your deal, we covered that. So, what you want to do is find somebody that really has relationships with funding sources, whether they’re angel investors, private equity funds, family offices, VCs, whatever it is. They’ve got relationships with people and know how to talk the talk of investors.

Karen Rands: [00:26:06] And the second thing is that you want to compensate them for the work that they’re doing. You need to put a contract in place. And the best way to avoid the pitfalls of what the SEC might do is to be able to give them some kind of equity ownership in the company, give them a title in the company, have some kind of compensation plan, that’s based, or come up with a fixed fee, “This is what it’s worth if you raise this amount of money” so it’s not a percentage. And then, you pay them for the work they’re doing and they’re reporting to you just like a consultant does, just like anybody else does.

Karen Rands: [00:26:40] They have a Google Doc spreadsheet where they’re listing the investors that they’re talking to, the status, the meetings, and all that stuff. And that unlicensed person isn’t acting like a broker dealer. So, they’re not selling the deal. They’re making the introduction. The founder has to sell the deal. The founder has to create the documents that one of the things that that person might be, that investor acquirer, the investor introducer rather than a finder, is, they know what kind of documents those investors are expecting to see to market the deal.

Karen Rands: [00:27:16] So, the entrepreneur has created it under the guidance of this person. And then, that person takes that document. And the document sells the company to have a conversation with the founder. Or to go to a due diligence portal. So, all that information and directing it back to the entrepreneur. And that person that’s helping you will validate their level of being accredited or validate their level of interest. And then, give them access to this portal to do due diligence and keep driving, overcome the objections of the company. But, really, it’s ultimately up to the founder, that entrepreneur.

Karen Rands: [00:28:01] But the entrepreneur should have people that are in their board, people that are in their company that all have a vested interest in the success of the company. So, in that situation, everybody in the company is acting as a finder. Because everybody in the company is trying to find the capital to help the company go to that next level. And somebody you might bring on is a board of advisor, because you want to hire them. They’re a top gun in an industry that’s really going to open up doors for other capital. So, what you want to tell that person to do is say, “Look, I’m going to hire you for 100 grand -” or whatever that is “- plus stock. But you’ve got to go find an investor that’s going to put a hundred grand in this company to pay your salary.”

Mike Blake: [00:28:45] Actually, before I go on, there’s one comment I want to make because I think that’s really important. I think it’s really smart. People are surprised when I tell sometimes my clients that, “You’re actually better off, I think, paying somebody like a finder, a retainer, or at least a modest retainer in addition to their finder’s fee.” And they say why? And my answer to that is, “Well, because if you fire them, you want it to hurt them, basically.” If you fire somebody that’s on 100 percent contingency, it really doesn’t matter. And, again, whichever deal is at the top of the pile, they’re going to serve a little nibble on the line. That’s what the finder is going to go after, right?

Mike Blake: [00:29:31] But that retainer gives you a little bit of skin in the game. If I’m that finder, if I want to keep that gravy train going to keep paying some of the bills in addition to that bonus I get at the end in terms of raising capital, then I need to be doing something every month to show that I’m earning that money. And I think that you do get and are entitled to more sustained, focused effort on your deal if you do pay a retainer.

Karen Rands: [00:29:59] Yeah. It’s shared risk. It’s a shared risk model. That company is risking some capital, some of their cash flow, or something for that. And the finder is risking not getting the money that it’s really worth for their time, and knowledge, and resources, if they don’t perform, if they’re not able to do that. And it becomes a really shared value model because you want that entrepreneur to fully disclose.

Karen Rands: [00:30:28] Because if you bring a real investor to the table and the deal gets blown because of something silly, or stupid, or something that wasn’t disclosed, then all that work that that finder did is for naught because the founder couldn’t close it, it’s a term structure, all kinds of stuff, your documents, everything about it becomes more of a win-win and a collaborative approach to finding the capital.

Karen Rands: [00:30:55] Because the SEC is really clear on what finders should not be doing. And that’s the stuff that gets in trouble when you have them do that stuff purely on commission and acting at stuff. And somebody that isn’t familiar with those rules can jeopardize the company in the long run.

Mike Blake: [00:31:13] Yeah. And those things include, for example, don’t talk about valuation, right? Don’t go around with a securities price because that’ll make something look like an offering, for sure.

Karen Rands: [00:31:24] Yeah. I mean, you can share the offerings, because that’s through due diligence. You know, you’re doing the introduction and once they’re qualified that they have an interest and they have the ability to invest, then you give them the offering memorandum that the lawyer developed or somebody else developed for that company to do.

Mike Blake: [00:31:46] So, we’ve talked about finder compensation, and it’s probably an unfair question but I’m going to ask it anyway because I think you can handle it. And that unfair question is, when you’ve encountered, or maybe worked with finders, or maybe you’ve been a finder yourself at some point in the past, what sort of fee should I expect to pay? You know, typically if it’s a percentage of the deal, what percentage of the deal is going to that finder typically?

Karen Rands: [00:32:14] So, the formula that they usually use is called a Lehman Formula – I’m not even exactly sure how you spell that.

Mike Blake: [00:32:24] Lehman Scale.

Karen Rands: [00:32:24] Lehman. Lehman. There you go. So, it’s typically the same sort of thing that says it’s five percent on the first million, four percent on the next one to two million, three percent on the next two to three, and two percent on everything above that.

Mike Blake: [00:32:38] Okay. And you find that’s fairly consistent in the marketplace?

Karen Rands: [00:32:42] Yeah. Because most finders don’t raise more than a million dollars. And so, they’re going for the five percent. And most entrepreneurs that are hiring a finder, they balk at a large amount. So, sometimes a finder, some of the quasi-angel groups that let companies pitch for a a success fee, they will have a straight up five percent kind of a thing.

Mike Blake: [00:33:11] You know, that’s interesting. I just haven’t followed that market enough, so I wasn’t aware. But what’s interesting is that, that’s actually cheaper than paying a broker dealer to sell an existing business, right? They’ll charge between eight to ten percent for a business with a value of about a million dollars. So, interesting. I would argue that being a finder isn’t actually harder but the fee is lower, so I’m surprised to hear that.

Karen Rands: [00:33:39] And the other thing about it is that, if that entrepreneur chooses not to pay the finder, there’s really no recourse. Because technically the finder, if they were operating as a broker dealer and trying to sell the deal, not under some of the ways that we couched it before, then they’re going to go to court and try to get their money. Particularly if there’s not a real contract of here’s a services that were being offered and why I’m being compensated other than finding capital, then they don’t really have it.

Karen Rands: [00:34:16] And then, they also have to judge if their fee was going to be like, say, they were going to collect, you know, $5,000. Well, is it worth going and hiring a lawyer to try to go get that? So, it’s a risky world for finders out there if they don’t have the right structure or they’re trying to really fly underneath the radar of what’s legal and not legal and in the gray area.

Mike Blake: [00:34:40] Yeah. And that brings up my next question, actually, which on the surface sounds weird, but given what you just described, I think it’s very apt. Are finder’s agreements typically in writing?

Karen Rands: [00:34:55] Yes. Yeah.

Mike Blake: [00:34:57] They are. Okay.

Karen Rands: [00:34:57] I mean, there’s some. Like, if you’re doing this to test the waters, then you’ll say, “I’ll put an agreement in place with you when I find this investor that wants to invest.” And you have a verbal agreement on the fees and stuff like that. And then, you’re really involved. But like in the case of, you know, if you’ve worked with them and you did do investments and it’s 60 days or 90 days is the minimum engagement for an exclusive on that. And an entrepreneur is willing to do an exclusive because they’re going to have this committed focus and compensation on these three months with that person that’s going to acquire investors for them.

Karen Rands: [00:35:46] At the end of that, you want to have something that’s a non- circumvent because deals take time. So, if somebody you invested that you introduced them to in month two, invest month six, you still want to get paid because it happened as a result of that, even if you weren’t getting paid in month four or five and six. And so, that’s where that nonpayment comes because they might continue to work with them.

Karen Rands: [00:36:09] And if you’re not staying in touch with both the investor and the entrepreneur – because the investor doesn’t know. The investor, you know, isn’t expecting that. And investors don’t like to pay finder’s fees. And that becomes a big problem on the investor side if a finder doesn’t disclose, that’s one of the no-no’s at the SEC. If you don’t disclose that you’re collecting a fee for that introduction, then that’s a no-no.

Mike Blake: [00:36:32] So, I’m glad you brought that up. That segues right into another question I want to make sure to ask, which was, my experience is that, at least angel investors don’t love finders, don’t love paying finder’s fees. You know, you have lot more experience, much broader experience, than I do. How do investors react to finder’s fees? You do have to disclose them, as is often the case in finance. You can do almost anything you want as long as you disclose it. How do investors react to this?

Karen Rands: [00:37:08] I mean, because it’s their money, and so it’s not disclosed as a use of funds and it’s five percent of their money. Then, that’s a big chunk out of that pie chart of whatever they said, you know, is their thing. Or they’ve got it on there, say, even when they do their performance. A line item, consulting fees – you know what I mean? If it’s not in there as a use of funds, then they are in effect. It’s no different than – well, it’s a little different, but it’s almost like buying a sailboat with the money. Five percent of their money because I feel like I’m going to take a tiki vacation or something, right?

Karen Rands: [00:37:42] And so, they don’t like it. Now, if that person is bringing value to the company, like we described where they’re helping them create their documents, they’re helping them figure out what their go-to market strategy is going to be, what their capital needs are going to be over time based on their cash flow, validating the cash flow, they’re doing all that stuff and helping find capital, they have no problem paying the fees. Because it made the deal more investable and it’s helping them get that deal scalable so that the investment that they put in is most likely to produce a return on investment.

Mike Blake: [00:38:22] So, we’ve talked about kind of the regulation around this, and under the best of circumstances, financial regulation is Byzantine around finders. It’s borderline maddening. But I guess the SEC has proposed a limited exemption for finders starting last year. Where is that? Is that still under consideration? And are you familiar with this limited exemption? And if so, can you comment on what might be the impact on capital finding if it is in fact enacted?

Karen Rands: [00:38:55] So, I think it’d be terrific. I think there’s still rules, they’re still gathering info on that. They usually take a while to do that. They took a long time on the Jobs Act to work all that stuff out. And I think in some states, they’ve gone ahead and said that people can work with finders in those state, particularly on intrastate exemptions, which is one of the offerings with the Jobs Act.

Karen Rands: [00:39:26] And most lawyers and accountants and those kind of people, because they’re licensed in a different area, they may do introductions, but they don’t take any compensation because it would jeopardize their license and their field of choice. But they have relationships. And people, for whatever reason, because they’ve been around in these areas. They’ve been somebody that has mentored folks because they’re successful business person and they’ve mentored this. Or they exited out of a deal and they have a bunch of investors that they had originally raised money for and all of that stuff.

Karen Rands: [00:40:09] So, I think it would really help to open up Rolodexes for people to register as a finder. So, you would be able to know who those people are, and probably at a state level. And then, you know, it would remove that additional barrier between companies and potential investors, and it becomes a two-way street for those investor people to find deals that they may not get through their limited funnel of how they they get access to deals now based on that. So, I think it is really good and I’m hoping it gets official here soon. If it hasn’t already. I haven’t heard that it is, and I think I would have heard, but I also haven’t gone out searching to see if I could legally become a finder in such a way.

Mike Blake: [00:40:57] Yeah. I don’t think it has. I had a false start. There’s one law firm that posted some sort of blog that implied that it was. But since I couldn’t verify with a second source, I did some more digging and it was just either I’m just going to give them the benefit of the doubt to say it was a badly written blog. I think it’s all out there.

Karen Rands: [00:41:17] So, like, I know Florida, their financial commissioner – I forget the official title – he is trying to rewrite legislation down there because of these limits that their interstate has. And for your listeners, an interstate exemption is when a company in a state can generally solicit to investors within that state, accredited and unaccredited. Usually, every state has their specific rules. But the SEC modified the Reg D504 exemption to allow companies to raise up to $5 million in their state. And that works really well for established businesses that want to franchise or want to do this stuff and reach out to people that may not be traditional angel investors.

Karen Rands: [00:41:58] And the way sometimes it’s written, because legislators don’t often understand business, they may have put rules in place that really cause more of a barrier than it. And one of the things is, like, requirements of certain financials, and requirements of certain history, and requirements of certain people in the business. And so, he’s trying to fix that and then also enable people to use finders, because that way it’s a low cost way without going through a broker dealer to get access to capitals on people’s Rolodex’s legally.

Mike Blake: [00:42:38] I’m talking with Karen Rands. And the topic is, Should I use a finder to raise capital? Let me pull a 180 here. Who shouldn’t use a finder? Who’s not a good candidate to use a finder or work with a finder?

Karen Rands: [00:42:52] Yeah. I really think it is the people that do. So, there’s this thing that happens a lot of times with entrepreneurs where they’ll go, “Those investors, they just don’t get it.” And the problem is, is that the reason why the investors don’t get it is because that entrepreneur doesn’t know how to communicate their unique value proposition. Or they have real gaps that an experienced investor sees as a red flag that’s going to not have that company be successful.

Karen Rands: [00:43:31] And if the attitude of the founder is, “I know everything. So, it’s just these stupid investors that don’t get it, I’m going to go get a finder to find me the the investors that do get it.” And the investors that do get it are ending up going to be people that don’t have that same knowledge and level and skill of those sophisticated investors that know to avoid that deal. So, those are the ones that then, when it goes south, are going to be the ones most impatient about getting their money back and most likely to cause a legal action against that company.

Karen Rands: [00:44:06] So, it all kind of centers around if a company is struggling to raise capital, then there’s something that they’re not doing right within their business, or the way that they’re approaching their capital, the way they’re not doing a license. Because you get general solicit investors. You could be your own finder and find investors just by advertising legally that you’re raising capital. And so, you need a finder if you do that, but that costs money, too. So, it’s people that are trying to avoid paying money for the knowledge and the experience and the effort it takes to raise capital. And it doesn’t usually work out that way in the long run very well.

Mike Blake: [00:44:48] So, not all of these stories end well, right? You may retain one or more finders who are ultimately not successful in raising capital. How easy or hard is it to terminate the relationship with that finder?

Karen Rands: [00:45:06] Well, if you don’t have an agreement, there’s nothing. Nothing gets done. There’s no skin on either side, so it really doesn’t matter. You can just forget them. If you have a contract, then there’s usually terms. There should be terms in the contract of how you would in that contract based on non-performance. And then, if the finder is savvy, they’ll have a provision for a non-circumvent on the ones that they did find it in there. And you just would go through the procedure, that might be a 30 day cure period or something like that.

Karen Rands: [00:45:49] You might need to unravel to reach out to the investors that they talked to, to make sure that finder doesn’t say something bad about you. You know, that would be a good thing to do to make sure you now established that relationship because you’re not going to be able to depend on that finder from following up with them. And so, that’s a big thing that you need to make sure you’ve got the relationship.

Karen Rands: [00:46:11] I mean, the entrepreneurs that make mistakes are the ones that are naive about the process of raising capital, the time and materials and effort it takes to do that. And they’re trying to outsource that. Or they don’t have the skills to talk to investors. So, you could hire a coach to help you with that stuff. I mean, I offer programming and I have offered programs for that. You know, you can learn how to raise capital and talk about your business. That’s the beauty of these incubators and accelerators. And there’s a gazillion of them. There’s like over 35 of them in Atlanta. So, you could go get help on learning how to raise capital and find investors yourself.

Karen Rands: [00:46:52] And then, just accept that it’s going to take time, like you said, two years. It’s going to take time to do that. So, do what you have to do. It’s really difficult sometimes to build a business and find capital. That’s why it becomes something that all of your team can work on as part of their assignments and be in the company vested in the company, finding capital, but not operating as an unlicensed finder.

Mike Blake: [00:47:19] You mentioned all the accelerators. Now, we go back long enough where there’s basically one accelerator in town. And it’s like the new state bird of Georgia, right? It’s the business accelerator, basically. This isn’t criticism by the way. It’s awesome.

Karen Rands: [00:47:35] Well, they’re not all created equal. So, you got to, also, as an entrepreneur, do a little due diligence to make sure that they’ve got the right skillset and community that’s right for your business.

Mike Blake: [00:47:48] So, a couple more questions before we let you go. I know you’re busy. I want to be respectful of your time. But can finders be used to find capital other than seed capital? Are finders ever used to find debt or SBA lending or a purchase order financing anything of that less conventional financing form?

Karen Rands: [00:48:10] Yes. They are. So, it’s interesting about that, because I actually asked the SEC about finders through VCs. And they came back in a noncommittal sort of way that VCs are [inaudible]. But, you know, it’s all capital that regulated by FINRA rules. Well, broker dealers are the only ones. VCs are not regulated by broker dealers. And there is no investor interest. Like, there’s no harm to investors because the investors that invest the VC funds, you’re not finding investors for the VC. You’re finding a VC for the company. So, the only thing that the SEC and FINRA care about are those investors and what they put their money in.

Karen Rands: [00:49:05] So, technically, you can use a finder to go find VCs and VCs oftentimes will have a core group of people they trust to source deals that they’ve worked with. They might have been entrepreneurs and residents. They might be companies that they previously invested in. Or they got to know professional as a result of that particular company that they had invested in so they have a relationship with them. And they will pay a fee to that person that brought them the deal. And they have an agreement on that.

Karen Rands: [00:49:40] So, finders can go to VCs, also SBA. You can go find loans for entrepreneurs because, again, it’s not investor capital. It’s not regulated by the SEC. You could go to family offices. You can go to private equity funds. You can go to all of those other types of capital and find capital for an entrepreneur and it not be subject to SEC regulations.

Mike Blake: [00:50:09] I’m glad I made time to ask that question, because I didn’t know any of that, so that’s awesome. Karen, we’re out of time and I’m sure there are questions that either our listeners wish we had gone into more depth with or questions we didn’t ask at all and they wish we had asked. If somebody wants to contact you to talk more about this, can they do so? And what’s the best way to do that?

Karen Rands: [00:50:31] Well, a best way to have a live conversation like this would be to go to my website, karenrands.co, I think it’s in your show notes. And on the contact page, fill out and you say I’m an entrepreneur, I’m an investor, whatever. And it will send you a confirmation email with a link to my calendar. And you can set up a half-hour call. If you want to just ask a question, you can hit me up on Twitter, @karen_rands. Everything’s Karen Rands. On Facebook, the best way would be @TheKarenRands. That’s my public business profile. And you can just put in a comment there or send me a message.

Karen Rands: [00:51:06] And I’m happy to have a conversation or a dialogue with anybody that has questions about this topic or any other topic when it comes to raising capital, or doing due diligence for trying to validate a deal because you don’t have time, you’re not part of an angel group, and you want to validate a deal, any of those kind of things. I’m all about the compassionate capitalism of getting more companies funded, more people educated, and how to do that so our economy becomes bulletproof.

Mike Blake: [00:51:33] Well, that’s going to wrap it up for today’s program, I’d like to thank Karen Rands so much for sharing her expertise with us.

Mike Blake: [00:51:40] We will be exploring a new topic each week, so please tune in so that when you’re faced with your next business decision, you have clear vision when making it. If you enjoy these podcasts, please consider leaving a review with your favorite podcast aggregator. It helps people find us that we can help them. If you like to engage with me on social media with My Chart of the Day and other content, I’m on LinkedIn as myself and @unblakeable on Facebook, Twitter, Clubhouse, and Instagram. Once again, this is Mike Blake. Our sponsor is Brady Ware & Company. And this has been the Decision Vision podcast.

 

 

Tagged With: Angel Investing, Brady Ware & Company, Decision Vision, finders, Inside Secrets to Angel Investing, investors, Karen Rands, Kugarand Capital Holdings, Mike Blake, obtaining investors, raising capital

Workplace MVP LIVE from SHRM 2021: Sarah Chandler, NextGen Laboratories

September 30, 2021 by John Ray

NextGen Laboratories
Minneapolis St. Paul Studio
Workplace MVP LIVE from SHRM 2021: Sarah Chandler, NextGen Laboratories
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NextGen Laboratories

Workplace MVP LIVE from SHRM 2021: Sarah Chandler, NextGen Laboratories

Contrary to some who perceive HR roles being either “party planners or the police,” Sarah Chandler, VP of Human Resources with NextGen Laboratories believes her work as an HR professional is the “fuel that drives optimization and maximization” of her company’s talent.  She and Jamie discussed how she is supporting her front-line workers at NextGen, her philosophy on human resources, and much more.  Workplace MVP is underwritten and presented by R3 Continuum and produced by the Minneapolis-St.Paul Studio of Business RadioX®.

This show was originally broadcast live from the 2021 SHRM Annual Conference held at the Las Vegas Convention Center in Las Vegas, Nevada.

Sarah Chandler, SPHR, SHRM- SCP, Vice President of Human Resources, NextGen Laboratories

Sarah Chandler, SPHR, SHRM- SCP, Vice President of Human Resources, NextGen Laboratories

Sarah is a certified strategic HR leader fiercely committed to maximizing organizational excellence through empathetic and enthusiastic employee relations. She is a trusted thought leader and respected member of the senior leadership team.

Sarah is most passionate about creating a culture that views HR as the first and best place to turn for employee relations. She believes that HR is the service provider to the organization and its customers/employees. I come alive

Sara loves to promote the development of effective processes in the workplace, culture change, strategic & dynamic leadership, and employee program development and facilitation for efficient, effective onboarding, team-building, employee engagement, talent retention, change management, and company culture reinforcement.

LinkedIn

NextGen Laboratories

At NextGen Laboratories, they take pride in their ability to offer high-impact diagnostic results derived from next-generation technologies. Coupling their technical expertise with a dedication to providing personalized customer service, they are confident that their services will exceed expectations for a clinical laboratory. They provide premium testing solutions for a variety of businesses and non-profits. They are a service of advanced monitoring solutions that seek improved outcomes for their patients. Using innovative technology and resources, they make finding a custom-tailored solution easier and more affordable.

NextGen Laboratories strives to achieve unmatched customer care. Their job is to make your life easier at every turn. Their directors are available for consultations to help you provide the best care for your patients. They use a hands-on approach with matching medications and advising dosage changes based on testing results. At NextGen Laboratories, they believe that good testing starts with state-of-the-art equipment, which means their patient results come back faster and with greater accuracy.

Company website

About Workplace MVP

Every day, around the world, organizations of all sizes face disruptive events and situations. Within those workplaces are everyday heroes in human resources, risk management, security, business continuity, and the C-suite. They don’t call themselves heroes though. On the contrary, they simply show up every day, laboring for the well-being of employees in their care, readying the workplace for and planning responses to disruption. This show, Workplace MVP, confers on these heroes the designation they deserve, Workplace MVP (Most Valuable Professionals), and gives them the forum to tell their story. As you hear their experiences, you will learn first-hand, real-life approaches to readying the workplace, responses to crisis situations, and overcoming challenges of disruption. Visit our show archive here.

Workplace MVP Host Jamie Gassmann

Jamie Gassmann, Host, “Workplace MVP”

In addition to serving as the host to the Workplace MVP podcast, Jamie Gassmann is the Director of Marketing at R3 Continuum (R3c). Collectively, she has more than fourteen years of marketing experience. Across her tenure, she has experience working in and with various industries including banking, real estate, retail, crisis management, insurance, business continuity, and more. She holds a Bachelor of Science Degree in Mass Communications with special interest in Advertising and Public Relations and a Master of Business Administration from Paseka School of Business, Minnesota State University.

R3 Continuum

R3 Continuum is a global leader in workplace behavioral health and security solutions. R3c helps ensure the psychological and physical safety of organizations and their people in today’s ever-changing and often unpredictable world. Through their continuum of tailored solutions, including evaluations, crisis response, executive optimization, protective services, and more, they help organizations maintain and cultivate a workplace of wellbeing so that their people can thrive. Learn more about R3c at www.r3c.com.

Company website | LinkedIn | Facebook | Twitter

TRANSCRIPT

Intro: [00:00:06] Broadcasting live from the SHRM 2021 Conference at the Las Vegas Convention Center, it’s time for Workplace MVP. Brought to you by R3 Continuum, a global leader in workplace behavioral health, crisis, and security solutions. Now, here’s your host.

Jamie Gassmann: [00:00:25] Hello, everyone. And we are here at day 2 of the SHRM 2021 Conference in Las Vegas, Nevada. I’m Jamie Gassmann, your host of today’s Workplace MVP episodes. And with me, I have Sarah Chandler, who’s Vice President of Human Resources for NextGen Laboratories. Welcome to the show.

Sarah Chandler: [00:00:44] Thank you. I’m so glad to be here.

Jamie Gassmann: [00:00:46] And we’re really happy you joined us today in R3 Continuum’s booth. Talk to me about your career journey as an H.R. representative.

Sarah Chandler: [00:00:55] Sure. I fell into H.R. It was accidental. I was a receptionist and then an office manager and just really found myself with the leaders, just drawn to them, wanting to spend time with them and understand. And, the H.R. manager of my company kind of took me under her wing. And, because I demonstrated that I was trustworthy, which is one of the key cornerstones for H.R., they trusted me. And, she ended up going out on leave of absence, and I just got right into that role, fell in love with it.

Sarah Chandler: [00:01:26] So, I sort of did things backwards. I went and got my H.R. – at first, I got a two-year certificate and then I went and got certified. And then, my whole career of the last 25 years has been in human resources from every part of the whole employee lifecycle. So, I do consider myself a generalist as I’ve worked in every single touchpoint whether it be recruiting, onboarding, training and development, performance management, discipline, offboarding, all of that.

Jamie Gassmann: [00:01:58] Wow. So, I’ve heard in some of my other interviews here at the show that I kind of fell into it.

Sarah Chandler: [00:02:04] Yes.

Jamie Gassmann: [00:02:05] Now that you’re into it, if you were going to, you know what’s one thing that’s kind of like that passion? Like, what is your favorite part about this line of work?

Sarah Chandler: [00:02:14] So, I find that it suits me personally because I love people and process. And, a lot of times there’s an assumption that you just love people, we’re the party planners or the police. And, that is not my function. I feel like I’m supposed to bring out the best in people whether they are our employees or the leadership. And then, in doing so, I bring out the best in the organization. So, for me, to be the kind of fuel that drives optimization and maximization of all our talent, that’s exciting to me.

Jamie Gassmann: [00:02:53] It’s awesome. The fuel of the organization. I love that quote. That’s a very tweetable quote. That’s great.

Sarah Chandler: [00:02:58] Thank you.

Jamie Gassmann: [00:02:59] So, looking at NextGen Laboratories and I know you mentioned that you guys do some testing, but what were some of the challenges or things that you faced in your role over the last year?

Sarah Chandler: [00:03:08] So, right now, we are in a massive growth spurt, but we’re also kind of like heads down because of the pandemic. So, COVID really spiked our industry and it kind of blindsided a lot of laboratories.

Sarah Chandler: [00:03:22] So, right now, my goal is I’m doing a lot of stay interviews. I’m sort of – I feel like I’m the back help because all the frontline employees are serving the community, serving the patients or providers, and we’re still in the heat of it. So, I’m not going to implement any kind of program that requires massive organizational change when my team is already, like, fried and burnt and working at max capacity.

Sarah Chandler: [00:03:52] So, right now, it really is a strategy of TLC. Like, I am trying to be present and listen, and we implemented a thank-you day, where you could take one day off paid any time, you know, in addition to holidays and vacation, all of that. But our employees really weren’t going on vacation and taking sick time. And, I’ve told people you can call out sad, not just call out sick, you know if you just need a personal day to be with your families, and we’re all sort of in this together. So, by giving grace to your coworker, when you need it, they’re going to give grace to you.

Sarah Chandler: [00:04:28] I also implemented an every Monday matters message. So, we just send something out every Monday that’s kind of an inspiration, like keep going, something to think about, and also something that we want all our employees to know because we found that in uncertainty, people need information and communication. And, if you don’t give a message, they’ll make one up and it’s almost always worse than the truth. So, we’re trying to communicate all the needs to know so that they don’t have to, like, look over their shoulder and go, “What am I missing?” And you know, “What am I doing?”

Jamie Gassmann: [00:05:06] Yeah. So, with that, you know, obviously communication, I hear that a lot, especially over this last year, you know, and knowing that your team is fried, you know, email might not be the best mode of method for communication.

Sarah Chandler: [00:05:19] That’s right.

Jamie Gassmann: [00:05:20] So, have you had to get creative in how you’ve tried to send those messages out? And what are some of those creative approaches you’ve taken?

Sarah Chandler: [00:05:27] So, we do have key people in different locations who will print things, and so we send them in a PDF format so they can be printed in the break room. We’ve also sort of made the break room like a genuine place that people want to go to rest. So, there’s snacks. It’s comforting. There’s lockers, you know. We’re trying to create an environment where people can really thrive.

Jamie Gassmann: [00:05:52] Yeah. Absolutely. That’s fantastic. And so, now you’re here at SHRM.

Sarah Chandler: [00:05:56] Yes.

Jamie Gassmann: [00:05:56] You know and obviously lots of different educational sessions you can attend. What are a few things that you’re hoping to get out of this conference that you can take back to your team?

Sarah Chandler: [00:06:05] So, I was very, you know, nervous about coming because of the pandemic, because of getting away from work. But to be honest with you, like everyone else, I have pandemic fatigue, Zoom fatigue, and I’m like, I just need to go and be with the people. And, I knew it was going to be different. I wanted to be able to pivot and adjust and connect.

Sarah Chandler: [00:06:28] SHRM has always been a source for me, like a touch base. You know, wherever I’m working, whatever problem I have, I usually go immediately to the website and, you know, just bounce things off, get templates, or read the latest article. It’s like Google search, you know, about H.R., so I use it quite often. And so, being at SHRM, being a member of H.R., to me it’s like taking a step that says if I’m not growing, how can I expect my organization to keep growing?

Sarah Chandler: [00:07:03] So, I have to remain curious. I have to be open-minded. I have to be willing to adapt. And, this is a very different SHRM. And, like everything else, it’s disappointing, but it’s inspiring because look at how creative we’ve gotten and look at the things that we’re doing. And, the world is just different now. And so, I want to be where the people that are changing the world for the better are and I think that’s SHRM.

Jamie Gassmann: [00:07:34] Oh, that’s a great way to end this interview.

Sarah Chandler: [00:07:37] Thank you.

Jamie Gassmann: [00:07:38] And, if anybody was going to want to reach out to you and kind of learn a little bit more about some of the approaches you’ve taken, how would they be able to do that?

Sarah Chandler: [00:07:45] So, my platform is really LinkedIn. So, I don’t want LinkedIn to become personal, although I do see posts that are going that direction. I’m trying so hard to keep it business, and our lives are blended. But if I want and I do share relevant personal information about myself on LinkedIn, but I do so in a way that I believe maximizes myself at work. And, I just feel like, you know, I want to be open to others as they have been open to me. And, you know, I’m not a big fan of formal mentorship. I have mentors that don’t even know they’re mentoring me, you know, because you can emulate and you can follow and you can find things that people have written and apply them and immediately be better for it.

Sarah Chandler: [00:08:36] I’ve also gotten guts in H.R. to ask questions, to ask really, like I’m not afraid of looking dumb anymore. Like, you know, I used to be so hung up on I need to look credible because I’m H.R. And, now, you know, it’s absolutely okay to say, you know, the situation is dynamic and it’s ever-changing, and I’d be interested in your opinion on this. Can I bounce something off of you? Most people are open to that.

Jamie Gassmann: [00:09:01] Yeah, absolutely showing that vulnerability.

Sarah Chandler: [00:09:03] That’s right.

Jamie Gassmann: [00:09:04] And allowing others to see that.

Sarah Chandler: [00:09:06] Yes.

Jamie Gassmann: [00:09:06] That they know it’s okay to be that sometimes.

Sarah Chandler: [00:09:08] I guess that’s a long answer of saying yes, I’m open to people contacting me.

Jamie Gassmann: [00:09:11] Yeah. Call me on, or reach out to me on LinkedIn.

Sarah Chandler: [00:09:14] Anytime. Yeah. I do my best, right?

Jamie Gassmann: [00:09:16] Well, it is really a work-life balance, right?

Sarah Chandler: [00:09:18] It is.

Jamie Gassmann: [00:09:18] And LinkedIn is kind of merging in that direction a little bit as well, but, well, you’ve been amazing to have on the show.

Sarah Chandler: [00:09:24] [Inaudible] It’s nice.

Jamie Gassmann: [00:09:24] Thank you so much for joining us. And, if you’re in the SHRM expo area, stop by Booth 4076 and check out our show. We’d be happy to have you on. And thanks again.

Sarah Chandler: [00:09:35] Thank you.

 

Tagged With: HR, Human Resources, Jamie Gassmann, NextGen Laboratories, R3 Continuum, Sarah Chandler, Workplace MVP

Workplace MVP: Jim Mortensen, R3 Continuum

September 30, 2021 by John Ray

Jim Mortensen
Minneapolis St. Paul Studio
Workplace MVP: Jim Mortensen, R3 Continuum
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Jim Mortensen

Workplace MVP:  Jim Mortensen, R3 Continuum

Noting not only parallels but lessons to be learned, Jim Mortensen, President of R3 Continuum, reflected on his experience of the September 11th terrorist attacks and the current pandemic. He and host Jamie Gassmann discussed how business culture was impacted by 9/11, the actions leaders can take during traumatic events, how what was learned after 9/11 helped him better address the leadership challenges of the pandemic, and much more. Workplace MVP is underwritten and presented by R3 Continuum and produced by the Minneapolis-St.Paul Studio of Business RadioX®.

Jim Mortensen, President, R3 Continuum

Jim Mortensen, President, R3 Continuum

Jim Mortensen is President of R3 Continuum (R3c), a global leader in behavioral health and security solutions to cultivate and protect workplace wellbeing in a complex and often dangerous world. R3c’s continuum of tailored support services includes crisis prevention, preparedness & response, specialized consulting, evaluations, employee outreach, training, protective services, and more.

Jim is responsible for all facets of the business, including Sales, Marketing, Quality, Clinical Behavioral and Medical Services, Business Development, HR, and Client Services.

Prior to joining R3c in 2013, Jim was a vice president at Benesyst where he was responsible for Client Relationships, Product Development and Operations. Jim has an extensive background in the Health Care and Financial Services industries, including time spent at Ameriprise and UnitedHealth Group. He has a passion for leading growing organizations to provide outstanding service.

In addition to his experience in product development and operations, Jim has an MBA in Finance and is both a Certified Public Accountant (inactive) and a Certified Internal Auditor.

LinkedIn

R3 Continuum

R3 Continuum is a global leader in workplace behavioral health and security solutions. R3c helps ensure the psychological and physical safety of organizations and their people in today’s ever-changing and often unpredictable world. Through their continuum of tailored solutions, including evaluations, crisis response, executive optimization, protective services, and more, they help organizations maintain and cultivate a workplace of wellbeing so that their people can thrive. Learn more about R3c at www.r3c.com.

Company website | LinkedIn | Facebook | Twitter

About Workplace MVP

Every day, around the world, organizations of all sizes face disruptive events and situations. Within those workplaces are everyday heroes in human resources, risk management, security, business continuity, and the C-suite. They don’t call themselves heroes though. On the contrary, they simply show up every day, laboring for the well-being of employees in their care, readying the workplace for and planning responses to disruption. This show, Workplace MVP, confers on these heroes the designation they deserve, Workplace MVP (Most Valuable Professionals), and gives them the forum to tell their story. As you hear their experiences, you will learn first-hand, real life approaches to readying the workplace, responses to crisis situations, and overcoming challenges of disruption. Visit our show archive here.

Workplace MVP Host Jamie Gassmann

In addition to serving as the host to the Workplace MVP podcast, Jamie Gassmann is the Director of Marketing at R3 Continuum (R3c). Collectively, she has more than fourteen years of marketing experience. Across her tenure, she has experience working in and with various industries including banking, real estate, retail, crisis management, insurance, business continuity, and more. She holds a Bachelor of Science Degree in Mass Communications with special interest in Advertising and Public Relations and a Master of Business Administration from Paseka School of Business, Minnesota State University.

TRANSCRIPT

Intro: [00:00:04] Broadcasting from the Business RadioX Studios, it’s time for Workplace MVP. Workplace MVP is brought to you by R3 Continuum, a global leader in workplace behavioral health and security solutions. Now, here’s your host, Jamie Gassmann.

Jamie Gassmann: [00:00:25] Hi, everyone. Your host, Jamie Gassmann, here and welcome to this special edition of Workplace MVP. Over this last month, as we have all, at some point, reflected as a nation on the events of 9/11, it is common for most of us to recall where we were and what we were doing when we first heard the news of the attacks. I know I vividly remember where I was. And I have had conversations with many others over the last 20 years that have had the same types of recollection.

Jamie Gassmann: [00:00:53] Looking back on September 11th, 2001 and jumping forward to now, 2021, and the world we live in today with the COVID-19 pandemic, and hearing how employers are increasing and focusing efforts on providing mental health support for their employees, it leaves me wondering, how did employers respond and support employees in the immediate moments, days, weeks, and now years following the events of 9/11? How did the attacks change how business leaders react and respond to disruption in their workplace, particularly as it relates to supporting the well-being of their employees?

Jamie Gassmann: [00:01:30] Well, with us today to share his experience and key learnings as a business leader during 9/11 is Workplace MVP Jim Mortensen, who is the President for our show sponsor, R3 Continuum. Welcome to the show, Jim.

Jim Mortensen: [00:01:44] Thanks, Jamie. Glad to be here.

Jamie Gassmann: [00:01:47] So, let’s start out with you walking our listeners through your career journey and how you came to be the president at R3 Continuum.

Jim Mortensen: [00:01:55] Okay. Well, sometimes I talk about my career as kind of a testament to transferable skills. So, my educational background is in accounting and finance. And that’s usually where I would start in a company because it’s the most obvious kind of skill that people can grab onto. But what I would do was, I was in finance and then I went into project management, product development, client service.

Jim Mortensen: [00:02:30] And what I found was the reality is, is that, product development, client service, and finance have to work together all the time. But they really don’t know what the other one is talking about. And since I had been in all three, I kind of coalesce and get people unified in the goals that they were going for.

Jim Mortensen: [00:02:54] So, frequently, product development, people go to client service and say, “Here’s what we want to do.” And client service rolls their eyes and says, “You have no idea what you’re asking.” I’d throw some client service in ops terms out there just to say, “Yeah. I know exactly what I’m doing to you. So, let’s figure out how to to make this work.” And with that, I worked in various large companies like American Express and UnitedHealth Group.

Jim Mortensen: [00:03:24] But I, also, through all of that, would look for kind of the small entrepreneurial groups within those large companies, because what I really love to do is go into an area that is either really falling down and/or is experiencing explosive growth. And what I would consistently see happen is, when you’re going from that kind of small boutique into a mainline business, the volumes are crushing you. And they have largely succeeded and thrived almost through a lack of process. They’re very hands-on. They adjust to everything that’s going. And the challenge is, when the volumes get that high, if you don’t change how you’re doing it, you won’t continue.

Jim Mortensen: [00:04:15] So, I really love going in there and talking about we’re going to preserve the core, but to preserve that core and remain client focused and nimble, we have to change how we do that. And that’s incredible both from a tactical standpoint and from a culture standpoint. It’s a very challenging time, and I found that I just really love that kind of approach.

Jim Mortensen: [00:04:44] Well, after being in big companies, I then moved into small to midsized companies. And really, when you’re leading in that kind of an organization, the whole company is kind of a boutique entrepreneurial group and they need people who can move across processes. So, it really was a good fit for me, and that’s how I transitioned into smaller companies.

Jim Mortensen: [00:05:09] And then, when I heard about R3 and what they did, it was just such a core, in Simon Sinek’s “why”, it just really fit for me. So, I just have a passion for what R3 does.

Jamie Gassmann: [00:05:24] Great. And it fits well within our description of our show today in talking about 9/11 and where you were at, you know, career-wise during that timeframe, because R3 was a big responder to 9/11 in terms of the psychological first aid for employees and other victims.

Jim Mortensen: [00:05:42] Sure.

Jamie Gassmann: [00:05:42] So, let’s kind of dive into that a little bit and talk about, you know, on the day of 9/11 – and I know you’ve mentioned American Express – you’re working at American Express Financial Advisors. Can you share with us what was your role at that time? Where were you officed? How many employees did you have? You know, where were they located? And kind of just share a background on that.

Jim Mortensen: [00:06:03] Sure. Sure. As you said, I was at American Express Financial Advisors, and I was, at that time, leveraging my finance background. I was in charge of forecasting and budgeting for that company, which I think at that time was about 700 million a year in revenue. And I had just recently taken over that job. I had just recently gotten a new boss, who, ironically, was commuting from Toronto at the time. And I had about five employees. We were all based in the IDS Center in Downtown Minneapolis.

Jim Mortensen: [00:06:40] I was driving to work when I heard on the radio that the plane had crashed into the World Trade Center. And I think, like a lot of us, I was kind of in shock. And I remember on the drive, they were reporting about the first one hitting and I thought, “What a horrible accident.” And then, the second one hit, and we kind of all realized this isn’t just a random accident. So, I think I spent most of that day kind of in shock.

Jamie Gassmann: [00:07:11] And you heard about it driving to work and knowing the towers were the largest towers, I believe, in the country. The IDS is one of the largest towers in Minneapolis, so were there any feelings that you were feeling as you continue to your commute in? Or any thoughts that ran through your mind?

Jim Mortensen: [00:07:32] Yeah. And, in fact, we sent everybody home by about noon, in part because, to your point, the IDS Tower was one of the tallest towers in the Midwest, so we felt like we could be a target. I mean, it’s kind of like the early days of COVID, nobody really knew what was going on. And I think, also, a lot of us – I had two elementary school aged kids and my wife was at work in the schools – I think we all just wanted to be home and close to our families at that time. So, it’s a combination of that and a real concern about the security that our whole company just shut down and sent people home.

Jamie Gassmann: [00:08:23] Interesting. So, you know, with the employees – I know you mentioned that you shut it down and everybody went home to be with their families – what were some of the communications that were going out to your employees at the time? As a leader, what were some of the things that you were asked to do from the organization?

Jim Mortensen: [00:08:45] Sure. Well, at least in the early days, I think, we made a call that’s probably not correct, but was fairly common then, is that, there was one response for the people in New York, where our headquarters were, and a very different response for the rest of the country. So, the CEO of American Express, I think, got really good press for how he handled 9/11, because he was out there and talking and communicating with employees and creating new spots for people to work. Because the American Express Tower actually was connected via tunnels to the World Trade Center, and they used the same heating and HVAC systems.

Jim Mortensen: [00:09:42] So, actually, for a while there, we assumed everything in the American Express Tower may have been incinerated by the heat coming through. But, actually, when the towers came down, it tore off the external skin of the American Express Tower. That’s how close they were to the World Trade Center. So, there was a lot of focus on trying to find all our employees.

Jim Mortensen: [00:10:06] I remember being in conference calls in the days after that. And you’d just be waiting for everybody to check in and wondering are they all still alive. And it was really kind of a weird scenario. You know, it’s not, “Gee. Is this person late to the meeting?” It’s “Is this person still alive?” We were quite fortunate, I think the only American Express employees who were killed that day was a group of five to seven people in our travel company who actually worked onsite for one of the companies in the tower.

Jamie Gassmann: [00:10:47] Interesting. So, with your employees here in the Minneapolis area, you know, what was the feeling like when you returned to the office and knowing that there were employees that were in the tower and that there were employees that were close to the vicinity of the towers? You know, what were some of the feelings that were going through that work environment? And how did you show support to them and how did you navigate that?

Jim Mortensen: [00:11:16] Yeah. There was a lot of confusion. And, again, where I think we fell down as there wasn’t a lot of communication to the non-headquarters people, so we found out about it in drips and drabs. And, again, while I think the company did an amazing job of working with the people directly impacted, I think back at that time, it took a long time before people realized this really impacted employees across the country. And even if they did realize it, I think back in that time, there wasn’t a lot of understanding of how you help and support employees during that time.

Jim Mortensen: [00:12:03] I mean, I remember for weeks, my boss, whose family was still in Toronto – if you remember, you couldn’t fly – he’s stuck in the U.S. And I started to think, from his family’s standpoint, their dad is working in a foreign country that’s been attacked. And, finally, after a few weeks, he rented a car and drove home just to go see his family. And I just think we all just really didn’t understand completely how to deal with that. So, again, we did a great job with the people we knew were directly impacted and a lesser job, frankly, for the people who were indirectly impacted.

Jamie Gassmann: [00:12:48] Yeah. Did the organization, let’s say, like fast forward to some of the anniversaries passed in the first year or even maybe in the immediate? I know you kind of mentioned that there’s a lot of support that was provided kind of in that New York area and that concentration of employees that were more directly impacted. Did they eventually kind of catch on to some of the support that might have been needed? And if they did, how did that look and feel as they kind of progressed in their learning of everything?

Jim Mortensen: [00:13:21] Yeah. I think what they did a lot of is, as they started to recover the tower – and the tower for months afterwards was actually used as a staging area for the fire and police, et cetera – American Express had abandoned the tower and put people out to remote offices and such. So, as they started to regain the tower, they did a lot of work with people around, “Will you feel comfortable coming back to work in Downtown New York and within sight of where the World Trade Center was?” And I think they had a real understanding of that’s going to be traumatic for people. And some people desperately want that in order to recover their normal. And some people don’t want that reminder.

Jim Mortensen: [00:14:17] And, again, I see a lot of parallels to today. If you think about it, I mean, we’re having the same dialogues today, do people feel safe coming back to the office. And people love working from home, but they miss their coworkers. And I think that’s some of the same impacts we’re seeing today. I just think we’re a lot more aware of mental health issues and aware of why the employer should care and be engaged in that. As opposed to, “Well, that’s really a personal issue. We shouldn’t be involved.” Does that make sense?

Jamie Gassmann: [00:14:55] It does. Yeah. And it’s interesting, I’ve heard in some of the other interviews and kind of stories I’ve heard from the 9/11 during this anniversary timeframe where they’ve mentioned that that was really kind of the turning point for the mental health focus in workplaces. That that really was kind of where employers realized there was another part to business continuity that wasn’t just systems and operations. That it was really, you know, your people. And it sounds like you saw very much something similar within the Ameriprise that they did have to make that shift over to looking at their people.

Jim Mortensen: [00:15:31] Well, some of my experience was impacted by the fact that I was in finance and in charge of budgeting and forecasting. And what happened on 9/11 had some pretty severe impacts on Ameriprise from a financial standpoint. As I recall, every one percent movement in the market impacted our bottom line by a million dollars a year. So, I spent a horrendous amount of time post-9/11 focused on reforecasting the company over and over and over again.

Jim Mortensen: [00:16:10] And at that time, particularly in that area, it wasn’t, “How are you dealing with what just happened?” It’s, “Work lots of hours and figure out how we keep the company going.” And that’s not bad people. That’s just the way things were back then. It’s like, “Okay. Well, that happened. Now, what’s our revenue going to be next month?” That’s kind of the approach.

Jamie Gassmann: [00:16:42] Yeah. It sounds similar to our interview with Col. Williams talking about his experience in the Pentagon during 9/11 and having to go back on a plane that following Monday back at it to work. So, very much during that timeframe, it sounds like it was very similar amongst other industries as well.

Jim Mortensen: [00:17:01] Yeah. And there was nothing intentional or negative about it. It’s just kind of the culture back then and the lack of understanding of how it’s impacting. And I guess in some ways, it’s also a way some people do recover well. I think it helped me to not focus on that and instead focus on work. That’s a certain approach of maintaining my normal. It was to bury back into work again.

Jamie Gassmann: [00:17:30] Yeah. Absolutely. So, we’re going to take a moment and hear from our sponsor. So, Workplace MVP is sponsored by R3 Continuum. R3 Continuum is a global leader in providing expert, reliable, responsive, and tailored behavioral health, crisis, and violent solutions to promote workplace wellbeing and performance in the face of an ever changing and often unpredictable world. Learn more about how R3 Continuum can tailor a solution for your organization’s unique challenges by visiting r3c.com today.

Jamie Gassmann: [00:18:02] So, now, looking at you as a leader during 9/11, in your perspective looking back on that, what would be some of the changes or impacts that you had in your leadership style or how you lead or view leadership today?

Jim Mortensen: [00:18:18] It’s a great question. I think one of the things I’ve really learned, both from 9/11 and also, frankly, from working where I work now is, in periods of stress, whether it be work stress or, certainly, even more so non-work trauma, it’s really important for leaders to be visible. I think like all of us, there are times during events like that, or even death of a coworker, or something we’ve had that happen here, all of us, as individuals, get struck with the, “I don’t know what to say. What’s the right thing to say right now?” And a fairly natural reaction to not knowing what to say is to say nothing.

Jim Mortensen: [00:19:13] And leaders, in particular, to go hide in your office and say nothing is the worst thing you can do. You’ve got to be out. You’ve got to be visible. And in certain events like 9/11, like the death of a coworker, leaders have to understand that that’s a time not to put your leader face on. It’s a time people want to see you as a human being. So, it’s okay to cry, or to show emotion, or to link with people that way. That’s what people are looking to their leaders for how to handle this situation, and they want to know that their leader cares.

Jim Mortensen: [00:19:57] And I think that’s part of what I really learned from 9/11, is, those kind of events require leaders to step out, step into it, and just be visible, and be human, and deal with you have to help people understand, meet, and, frankly, accept that this is a highly emotional time. It’s a very disruptive time. And we have to work through that before we can be productive again.

Jim Mortensen: [00:20:36] And then, the other thing that I’ve really learned through it all is, people have different ways of dealing with it. So, a question I’ve gotten from employees as well, how do we help someone so during this? And the answer is, “Well, you ask them what they’re needing. And then, you believe what they tell you.” So, the idea that you’ve got to go through grief a certain way is really kind of old school. Most people are not in denial. They’re just working through it in their own way. So, you ask them what they need and you believe them when they tell you what they’re needing. Did that kind of get out what you’re wanting to know?

Jamie Gassmann: [00:21:20] Yes. Absolutely. And I think what’s interesting about that is, really, what you’re sharing is, is that a leader has to demonstrate, just similar to any other cultural type nuance within an organization, whether it be “I really want a positive atmosphere”, well, the leader has to demonstrate that. And when you’re going through crisis or a traumatic event, like 9/11, it’s really no different. You showing them it’s okay to have that emotion, it’s okay to feel that way, I think probably provides just a sense of comfort in itself to those employees in knowing they can handle it and kind of work through it the way that is best for them.

Jim Mortensen: [00:21:59] Yeah. Before people can be productive, they have to feel both physically and psychologically safe. So, in R3, during the pandemic, the commitment has been, as long as there are not performance issues, we will not require you to be on work at the office unless and until you feel physically and psychologically safe being here.

Jim Mortensen: [00:22:26] Now, we’re in a unique position where we can do that. Not every company can. But the point is, ignoring the physical and psychological safety will not get people productive faster. It will slow it down. So, you got to start there before you can get the business going again.

Jamie Gassmann: [00:22:47] Yeah. It’s kind of like when you think of the great resignation that a lot of organizations are facing. Some of that is a reflection of that employee looking at their work life and going, “Yeah. It doesn’t really fit me anymore.” But you make a valid point that by being able to meet that employee where it’s comfortable for them and it feels safe for them, both physically and psychologically, you’re able to create that atmosphere that helps them to know this is a good place for you. You know, it probably helps with that movement.

Jamie Gassmann: [00:23:18] So, from your perspective – you know, you talked a lot about kind of culturally and just how work was back during the 9/11 timeframe – thinking about it now – obviously, it’s been 20 years we’ve got, I believe, two new generations to the workforce in that timeframe – what do you think has changed in terms of an employee’s expectation of leadership when events of this magnitude and that level of disruption happen in a workplace?

Jim Mortensen: [00:23:52] Another great question. I think even beyond big events, the whole view of what companies should deal with and what’s appropriate to deal with at work has shifted dramatically, both through the generations and through time. So, kind of I’m a late boomer and lots of things that are discussed every day in the workplace, it’s not that those aren’t topics that are important to general society. It’s that those topics have nothing to do with the business so they’re not issues for the business to take on. Well, I even realized how out of date that sounds when I say it. I mean, it’s kind of the same as the ledger paper I used to foot and cross foot because we didn’t have Excel at that time.

Jim Mortensen: [00:25:00] So, there’s been quite an evolution about what topics companies can and should be addressing. And employees expect their employers to address these issues. And some of that is, you know, “What are my behavioral health needs? I’m feeling burned out. I’m stressed out.” And they expect their employer to help with that.

Jim Mortensen: [00:25:26] And I think the flip side, if you want to be a pure what’s the return on investment of doing this? I think that has shown to be a false idea that ignoring that is because it has no impact on the business. It has a huge impact on the business, both in terms of short term productivity and, frankly, in terms of retention of employees. Employees want to know they’re cared about. Employees want to know that their company is doing things that are helpful and productive in society.

Jim Mortensen: [00:26:07] And to the extent employers do that, they garner more than just somebody working for a paycheck. And they get their passion and their commitment and their retention. And so, I think the whole shift, certainly, 9/11 started some of that. But there’s a lot of things going on that have made a dramatic shift during my career of what is expected of companies.

Jamie Gassmann: [00:26:38] Yeah. And so, with that, kind of keeping on to some of that same vein, if you were to provide some type of piece of guidance to our listeners for how they could effectively lead when an incident occurs, whether it’s a massive event like 9/11 or even smaller scale incidents can have a similar impact on a workplace when there’s, maybe, a death of an employee or coworker that was well-liked or loved – even sometimes customers, I’ve heard, can have a big impact on those work environments – if you were going to give guidance to a leader that’s listening right now on what they can do to have that impact on an employee, what would you leave them with?

Jim Mortensen: [00:27:25] Well, obviously, the business we’re in is helping employers and leaders with that. So, getting a counselor to come onsite and help employees with that, I think, is incredibly helpful. We went through it at one point where one of our employees was killed in a car accident on the weekend. I’m fortunate enough that I could pick up the phone and call one of our employees who’s probably the global expert in these kinds of things and have him guide me through it. And we brought a counselor onsite, and a lot of what it is, is just gathering people up and meeting them where they’re at.

Jim Mortensen: [00:28:10] And I remember the meetings we had, and some of it was really sad, and some of it was really funny as we would recall fun stories about the person, and a lot of it is – they call it – normalizing your reaction, just kind of meeting people where they are and letting them process.

Jim Mortensen: [00:28:27] So, I think what you don’t want to do is force people to pretend things are normal before they’re ready to. So, again, I think it’s being very in place, be out there, talk to your people. It’s a lot tougher right now with people working remote. And we see a lot of articles about how do you find out how people are doing when they’re all remote. It’s toughed right now. But just because it’s tougher doesn’t mean it’s not needed.

Jamie Gassmann: [00:29:01] Yeah. So, how have some of the employers that R3 has worked with, you know, handled this mass shift to remote and still being able to provide that support? What are some of the approaches that maybe R3 has built into their programming or their service delivery that has helped to make sure that employers can still reach them where they’re at?

Jim Mortensen: [00:29:25] Well, one of the things we’ve developed is an ability to do – we call it – onsite response. Typically, when something happens in the workplace, we will send a counselor onsite to talk with the employees. That’s not so effective if the people aren’t onsite. So, in hospitals, we’re still going in and working with the people in the emergency departments, in the ICU.

Jim Mortensen: [00:29:50] But if it’s an office where everybody’s remote, what we’ve developed then is an ability to do that through Zoom calls and things like that, so that we can still help the people process and help them process with their coworkers through the same vehicles that they use for other meetings. And, in that way, the fact that they’re not all in one spot doesn’t prevent the ability to reach out.

Jim Mortensen: [00:30:18] We’ve also, for a long time, for companies that have very few people onsite, so retailers who only have a couple of people onsite during a robbery, going onsite isn’t viable for them. We have an ability to to do that telephonically. So, we just use the technology tools we have in order to continue to provide the service. We believe onsite and in person is always the best response, but it isn’t the only response. And while the other responses may not be as effective, it’s better than not doing it. So, you try to reach people in the best way that you can.

Jamie Gassmann: [00:31:04] Fantastic. So, in looking at your career and you look at kind of over your career journey, if you had to choose one thing or accomplishment that you’re most proud of, what would you choose?

Jim Mortensen: [00:31:21] I think the thing I’m most proud of is the way we dealt with last year. Last year was, by far, the most challenging time for any company and any set of leaders. And if you think back to the start of COVID how rapidly things were changing. I remember mid-one week, people raising, “Are we going to send people home and work remote?” And I wondered why people were overreacting so much. And by Monday of the next week, we had 100 percent of our people at home. And I felt like we were too slow to react. And it was just things were changing that rapidly.

Jim Mortensen: [00:32:13] And the thing I’m proud of is that the company was able to react and respond that quickly. And through the weeks and months following, we went through a period that was the busiest we’ve ever had. And then, probably six months of the business being very, very slow. And we didn’t do layoffs. We managed to just tough it out and get through that. And we kept finding out what do people need and getting support to them.

Jim Mortensen: [00:32:48] We reached out to families and asked what their kids needed. And we had days where one person would just take over and do Zoom calls with a bunch of kids and do crafts to take some of the pressure off of working parents. We had food delivered. We had counselors available. Just all the different things the company was able to bring to the table to help our employees while our employees were providing critical support to the infrastructure of our country. So, that’s what I’m proudest of is what we were able to do during that time.

Jamie Gassmann: [00:33:31] Yeah. Fabulous. Like, you were delivering on what you promised to your customers, to your employees, which is very honorable in terms of a lot of companies offer a lot of services, but sometimes don’t always return it back to those employees delivering it. So, that’s fantastic. So, if our listeners wanted to get a hold of you, how can they do that?

Jim Mortensen: [00:33:54] Well, I’m on LinkedIn. My email address is jim.mortensen@r3c.com. And you can look at our website. I’m happy to talk to anybody about what they’re facing and what their needs are.

Jamie Gassmann: [00:34:13] Well, thank you so much for being on the show with us today, Jim, and letting us celebrate you, and for sharing your stories and great advice with our listeners. We appreciate you and I know for sure that the organization does as well and as does your staff. So, thank you so much for being a part of our show.

Jamie Gassmann: [00:34:31] And we also want to thank our show sponsor, R3 Continuum, for supporting the Workplace MVP podcast. And to our listeners, thank you for tuning in. If you’ve not already done so, make sure to subscribe so you get our most recent episodes and other resources. You can also follow our show on LinkedIn, Facebook, and Twitter at Workplace MVP. And if you are a workplace MVP or know someone who is, we want to know. Email us at info@workplace-mvp.com. Thank you all for joining us and have a great rest of your day.

 

Tagged With: 9/11, crisis communications, crisis leadership, employee behavioral health, Jamie Gassmann, Jim Mortensen, Leadership, leading business during pandemic, pandemic, R3 Continuum, stress in a pandemic, Workplace MVP, workplace wellness

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