Branch Out - A Podcast from Connection Builders – Détails, épisodes et analyse

According to research, one in seven clients has an unvoiced complaint. Do you know how your clients feel about your firm's service?  

In today’s episode, Alyson Fieldman, founder of Rockit Results, an independent consulting firm specializing in strategic marketing for high-growth professional services firms, shares her expertise in client experience (CX) and why it is a strategic differentiator in the marketplace. Alyson explains that CX is the sum of all a firm's touchpoints with its clients and how it makes the client feel. She emphasizes the importance of empathy and understanding the emotional components of CX, which technical professionals often overlook. 

The key to happier repeat clients, less client attrition, more client loyalty, an easier sales cycle, and more referrals is to ask, listen, and act. It’s as simple (and as complicated) as that. Although it requires time, resources, and ongoing effort to get to the bottom of what your clients really want and to make the changes that will give them that, it will always be a worthy investment!  

Key Points From This Episode:

• Alyson shares her thoughts on why client experience (CX) is a strategic differentiator in the marketplace. 
• Elements that CX is made up of and why they matter to your firm’s success.
• The difference between client service and client experience. 
• Why so many professional services executives struggle with CX.
• Examples of different CX approaches.
• Ask, listen, act; why this is Alyson’s favorite CX approach.
• How to ask questions in a way that will allow you to make the biggest impact.
• The opportunity that presents itself when there is a breakdown in client service.
• Some of the obstacles that prevent companies from enhancing their CX.
• The many benefits of taking the time to understand what your clients really want.
• Why CX is a program rather than a project.
• Examples of the types of questions to ask your clients in order to understand their feelings towards your company. 
• How to respond to different types of client feedback.
• The best place to start on your journey of improving CX.

Alyson Fieldman on LinkedIn
Rockit Results
Connection Builders
Alex Drost LinkedIn

Does it ever feel as if your life has become mechanical or routine? Do you find that it’s becoming more and more difficult to find success in your career? This is the episode for you! Today, we speak with keynote speaker, CPA, yogi, technologist, TEDx speaker, Breaking Beliefs Podcast host, and CEO of the B3 Method Institute, Amy Vetter, who guides business professionals on their journeys to become happier, more engaged, and more successful. 

As a CPA and a yogi, Amy has a unique perspective to offer on achieving work-life harmony, changing our thoughts and habits, becoming connected leaders, and more; all of which we discuss in this episode. Above all, Amy emphasizes the importance of doing the work, and she encourages listeners to step back, get still, and embrace new perspectives, especially when doing so feels like it challenges your existing belief systems. To discover some of the tools you need to overcome adversity, identify your personal purpose, and align it with the work you do, be sure to tune in to this insightful conversation with Amy Vetter!

Key Points From This Episode:

• A look at the B3 Method Institute and its methodology: business plus balance equals bliss.
• The importance of doing the work to change your thoughts, habits, and belief systems.
• Tips for taking the first steps on your journey to transform your work and life.
• Dispelling the myth that there’s never “enough time” for self-development.
• Why individual buy-in is essential for workplace transformation.
• Leadership, self-deception, and the importance of prioritizing people.
• What it means to become a more connected leader (according to Amy).
• Key elements of successful workplace transformation, including intentional culture.
• The role of empathy, mutual respect, collaboration, detachment, and mindfulness.
• Listening and feedback techniques for connected leaders.
• Finding the energy for iterative growth and the value of learning in real-time.
• Why firms need to evolve to continue to attract the talent they want.
• How organizations can benefit from allowing people to inform their strategy.
• Actionable advice for firm leaders: begin with self-assessment.

Amy Vetter
The B3 Method Institute
Breaking Beliefs Podcast
Disconnect to Connect
Business, Balance & Bliss
Amy Vetter on LinkedIn
Amy Vetter on Twitter
Amy Vetter on Instagram
Connection Builders
Alex Drost LinkedIn

Small and aspiring CPA firms face several formidable challenges. From workload management to technology implementation and expanding their professional expertise, they will likely spend a disproportionate amount of time and energy on things other than building their book of business and serving clients. To solve this problem, today’s guest started a firm that provides the necessary resources and support to enable CPAs to build scalable, profitable practices and stay relevant for decades to come—introducing Chase Birky, the co-founder, President, and CEO of Dark Horse CPAs, which was born from the belief that small businesses, intrapreneurs, and entrepreneurs are often seen as “dark horses” amongst their larger, more well-known competitors. Chase believes that the proper guidance can help propel these dark horses to unexpected heights, and in this episode, he shares his goal to democratize the modern CPA firm and provide a better life for CPAs (and, by extension, their clients). During our conversation, we also touch on the need for a safe space to make mistakes, the immense value of mentorship, the role of AI in the future of accounting, and so much more. For a fascinating and insightful conversation with a trusted advisor specializing in serving small businesses and individuals often overlooked, tune in today!

Key Points From This Episode: 

• Two major challenges facing small CPA firms and how Dark Horse solves them.
• Why modern CPAs need support to make the leap and build a scalable practice.
• Advice for burnt-out senior managers who want to step out on their own.
• How Dark Horse helps CPAs gain perspective and gives them a “safe place to fail.”
• The value of eliminating uncertainty while offering guidance and mentorship.
• Obstacles Chase encountered as he pivoted his own business.
• Chase’s take on the future of accounting and the role of AI.
• How technology will augment the way solopreneurs and micro-firms perform.
• The rise of fractional CFO services for small to midsize organizations.
• Why the road to success is paved with systematized, scalable, “outsourceable” offerings.
• A non-binary reflection on the 150-hour credit requirements for CPAs.
• Free and budget-friendly alternatives to formal education, including podcasts.
• Where and how you can learn more about “the CPA firm built for CPAs!”

Chase Birky
Chase Birky on LinkedIn
Dark Horse CPAs
Book a Discovery Call with Chase
Connection Builders
Alex Drost LinkedIn

Investing in Your Growth and Development with Lenny Dacanay.

The link between business development and leadership may not be evident straight away, but it’s one today’s guest, Lenny Dacanay, has paid a great deal of attention to. In this episode, Lenny talks about how his idea of business development has evolved from a sales-focused one to a problem-solving one, and why this shift showed him that leadership skills were non-negotiable. Lenny also shares how he went from the speaker to the listener. He realized that to help his clients in the best way, he needed to unearth their problems and get to the heart of their issues. Through becoming client-centric, Lenny has managed to cultivate his empathy and trust-building skills. While it is not always easy being honest, Lenny has seen the power of it in forging strong relationships. Throughout the conversation, Lenny emphasizes the importance of understanding the complex nature of the people you work with. Everyone has their struggles, so approaching people with kindness first will always go a long way. We round the show off by hearing about Lenny’s experience with his coach and how it has made him a better leader, along with the importance of making time to consume content that promotes your learning. This was a fun, enlightening conversation, so tune in today!

Key Points From This Episode:

•  Why Lenny has focused on building his leadership skills and how it ties into business development.
• Lenny’s ‘aha moment’ when he saw how his leadership education was helping his business development skills.
• How Lenny’s thinking about business development has evolved over time.
• What Lenny would do differently to help his clients solve their problems if he could go back in time.
• Lenny’s understanding of authenticity and what it means to him professionally.
• How Lenny approaches clients who are not willing to confront the truth.
• Understand that relationships are built with people who have their own lives and struggles.
• Lenny’s experience with his coach, how he engaged with her, and the valuable skills he’s gained.
• Some habits Lenny has used to aid his personal and professional growth over the years.
• The importance of fueling your mind with positive, growth-forward content.
• Lenny’s piece of advice for anyone starting out in the business — always be open to learning.

The Eisenhower Matrix
Lenny Dacanay LinkedIn
Alex Drost LinkedIn
Connection Builders LinkedIn

Have thoughts or comments? We want to hear from you. growth@connection.builders

Communication is Key with Christopher Letts

Being able to communicate effectively is perhaps the most important of all life skills. Today’s guest is Christopher Letts, Chairman and past President of ACG Detroit. In this episode, we discuss the importance of communication as a professional. Chris shares some thoughts on how to improve this critical skill set, firstly from the perspective of public speaking, and then in the context of interpersonal communication and the written word. Prepare, practice, learn from your mistakes, learn from others, and don’t be afraid to be vulnerable! Vulnerability and transparency are important in breaking down barriers in communication, and putting in the time and effort to improve your spoken and written communication can differentiate you from your competition. More on effective communication from Chris Letts in this powerful and important episode; don’t miss it!

 
Key Points From This Episode:

• The value and power of communication and what it means to Chris in his career.
• How Chris anticipates and addresses the anxiety and physical response to public speaking.
• Controlling responses through repetition and preparing properly for public speaking events.
• Learn from failure, watch recordings of yourself, and don’t be afraid to make mistakes.
• Chris cites Winston Churchill as an inspiration for his own communication evolution.
• Communicating with executives and clients – know your audience and find consensus.
• The importance of vulnerability and transparency to break down barriers in communication.
• The fine line between confidence and arrogance and knowing when to admit you are wrong.
• Written communication like email, text, or long-form communication – be clear and concise!
• Reflective communication – understanding how someone communicates and applying it.
• What Chris has learned about control in long-form communication through practice.
• Good public speaking and written communication skills are ways to differentiate yourself from your competition in nearly any industry.
• How to ensure that others interpret what you say correctly by listening and asking questions.

Christopher Letts LinkedIn
Alex Drost LinkedIn
Connection Builders LinkedIn

Have thoughts or comments? We want to hear from you. growth@connection.builders

Getting Comfortable in Uncomfortable Situations with Rich Grant.

In an ever-changing world, where we are all increasingly confronted with difficult conversations, it would be easy to retreat and go back to our comfort zones. But growth does not happen here; it happens when you are uncomfortable, and you are pushed to find a way through. Being in uncomfortable situations has contributed enormously to today’s guest, Rich Grant’s, professional and personal growth. As the Director of Business Development for GO, Growth Operators, Rich’s path to the role was not a conventional one because he did not come from a finance or consulting background. Rather than dwelling on this, Rich realized that his skills, albeit different from his colleagues, are equally as valuable. We begin this episode by hearing more about some of these uncomfortable situations Rich has found himself in and the lessons he has taken away. From there, we move onto the topic of diversity. As a Black man in a predominantly white industry, Rich realizes that his background and experiences are unlike anyone else's. He stresses the importance of diverse stories and perspectives in work environments. There is a symbiosis between colleagues where everyone has value to bring, but this calls for greater inclusion of voices that have been marginalized. We then turn our attention to a different side of discomfort – being vulnerable. It can be hard to admit when you do not have particular knowledge, but this humility and openness to learning is where Rich believes we grow. This was an incredible conversation, so be sure to tune in!

Key Points From This Episode:

• How Rich has used uncomfortable situations to propel his professional growth.
• A story of a time where Rich found himself out of his depth and found a way to make it work.
• The power of asking questions and taking a personal interest in people.
• Rich’s experience of being a Black man in a generally homogenous industry, and tips for other minorities in similar situations.
• Why it’s so important to have diverse thinking in a workspace.
• The mutual sharing and learning benefits that come with a diverse work environment.
• Some views, like racism, are deal-breakers, but a difference of opinion is not one of those things.
• If you cannot face difficult conversations, it’s not possible to progress and move forward.
• What Rich means by ‘thinking independently together,’ and why he thinks it’s a valuable approach
• Put yourself in uncomfortable situations so that you can grow personally and professionally 

Rich Grant LinkedIn
Alex Drost LinkedIn
Connection Builders LinkedIn

Have thoughts or comments? We want to hear from you. growth@connection.builders

Serve on a Board, Grow Your Network, Follow-Up is Critical & Identify Good Mentors with Karin Kovacic.

 When you are in the process of business development there are several key factors to remember including the importance of being authentic, being reliable, focusing on genuine connections to build your network, and seeking advice from the right mentors. These can be daunting if you find yourself not sure of where to start with the whole process. Today we continue our series of conversations with professionals and discuss some of these basic points with our guest, Karin Kovacic. Karin is a Managing Director at Neptune Financial, a tech-enabled lower middle market lender. During the episode, we dive into the topics of serving on a board to grow your network, the power and importance of follow-up, and the value of identifying good mentors to aid in your professional growth and development. Stay tuned to learn more about how to connect and grow your network!

Key Points From This Episode:

• We unpack what business development is: It’s all about your brand. 
• The importance of authenticity in your role in business development.
• Trust, personal relationship, and what differentiates you from the rest. 
• The power of volunteering on a board and how it helps your network.
• Being reliable: Following through and doing what you said you’re going to do.
• The importance of touch-points when building your network.
• Advice on seeking and finding the right mentors.

Karin Kovacic LinkedIn
Alex Drost LinkedIn
Connection Builders LinkedIn

Have thoughts or comments? We want to hear from you. growth@connection.builders

Build Your Community and Pay It Forward with Eric Fischer.

We know that a successful career begins with meaningful connections. Everyone you connect with intentionally will have something of value to give and offer a different angle to the same problem. The reality is that doing things by yourself is tough! We need to focus on becoming the best for our community, to learn to truly listen to what’s going on out there, to hone our public speaking skills, and to build effective teams! Today’s guest is Eric Fischer, a tax partner with BDO out of Grand Rapids. During our conversation, Eric shares his thoughts on what it means to build your community and how you can go about paying it forward. We hear different strategies on how to build your network, what skills are important, how to invest in other people to help them grow, and the concept of passing on your knowledge and opportunity to help others. Stay tuned for all that and more on today’s episode of Branch Out!

Key Points From This Episode:

• Eric shares some of his thoughts around building community and community involvement — what that means to him and how he’s applied it in his personal and professional lives.  
• Why public speaking and being able to communicate is a critically important skill to hone. 
• How giving to, and helping other people grow makes you grow in return. 
• Eric shares more about the idea behind his Pay It Forward group.
• Building your network from different angles: Your own personal board of directors. 
• How to get out and actually build your network: Overcoming common challenges.
• The importance of hearing problems from many different angles to find solutions. 
• As leaders we need to help our teams grow and reach their full potential. 
• The importance of finding your team's internal strengths. 

ACG Cup - Western Michigan
Eric Fischer LinkedIn
Alex Drost LinkedIn
Connection Builders LinkedIn

Have thoughts or comments? We want to hear from you. growth@connection.builders

We’re no longer in the era where bosses say, “You work for me.” People want to own their careers and personal growth. To thrive in the modern workplace, where collaboration is the new norm, team leaders need to sharpen their leadership abilities. Our conversation with today’s guest, RSM Audit Partner Howie Siegal, reveals what qualities excellent leaders need along with the tools that can help you become a better one. Howie talks about why embracing feedback and being a good communicator is the foundation of successful leadership. Based on his own experience, Howie shares how the ‘lead by example' style of guiding teams doesn’t work and that the essence of leadership lies in providing accountability, challenging your team, and sparking constructive debates. This results in a multiplying effect that improves your team’s performance. Howie contrasts this approach with that of the ‘accidental diminisher,’ who ends up taking opportunities away from people. Emphasizing the importance of boosting your soft skills, Howie talks about how coaches, ranging from your spouse to your colleagues, are vital in improving your leadership ability and providing you with alternate perspectives. While some are innately better at it, Howie highlights that anyone can learn good leadership. Tune in for more on how you can become a better leader. 

Key Points From This Episode:

• Why being a good communicator is a hallmark of successful leadership.
• The importance of reflecting on your communication and having people give you feedback.  
• Why you should implement a ‘360-degree’ feedback process into your annual plan. 
• Learn about how Howie’s leadership style allows his team to own their careers.
• The difference between delegation and directing people to follow instructions.
• How you can avoid being an ‘accidental diminisher’ and let your team grow.
• Why we need to develop soft skills to sharpen our leadership abilities. 
• How professional coaching helped Howie become a better leader.
• Why Howie will remove barriers but won’t ‘give people answers’.
• Finding a mentor is key to accelerating your growth, especially when you’re young.
• All great leaders seek perspective from people outside of themselves.
• How building a network of coaches around you will better your leadership ability. 
• The complexity of modern work and how it increasingly requires collaboration. 

Howie Siegal LinkedIn
Alex Drost LinkedIn
Connection Builders LinkedIn

Have thoughts or comments? We want to hear from you. growth@connection.builders

As rising professionals, it’s important to learn that both building relationships and serving your clients are major parts of growing your business. On the show today we welcome James Reid, a partner with Dinsmore & Shohl, a national law firm based out of Cincinnati, Ohio. James is based out of metro Detroit, and his practice focuses on labor law and dispute. Throughout his career, James has done a phenomenal job of not only going above and beyond for his clients and providing that superior service that is needed as a professional but has also built up his network along the way. During our conversation, we will be discussing advice for rising professionals who are looking to grow their networks and establish strong relationship foundations while also putting their clients at the forefront of their mission. We talk about managing your time to optimize outcomes, leveraging your networking, practical tips to help you succeed, dealing with change, and much more! So stay tuned and don’t miss out on this insightful episode!

Key Points From This Episode:

• James shares some steps and thought processes he went through to establish his career. 
• He explains the magic number of 5.
• Tips on how to manage your time and how to drive the best result outcomes with your time.
• How to leverage your networking to get a return on your investment. 
• Not defending your network: A mindset to embrace.
• The importance of using your electronic calendar and how to make it work for you.
• The power of LinkedIn with regards to networking and the trusted advisor role.
• James talks about finding his focus and the mistakes he made along the way.
• The above and beyond factor: Giving 110% all the time.
• How to deal with change and remain adaptable.
• Advice James would give his younger self.

James Reid LinkedIn
Alex Drost LinkedIn
Connection Builders LinkedIn

Have thoughts or comments? We want to hear from you. growth@connection.builders