In this episode of Scaling the Gap, host Madeleine MacRae sits down with Mary Kennedy Thompson, CEO of Business Network International (BNI) and a former Marine Corps officer, to explore the values-driven leadership that fuels business success.

Mary shares her journey through personal and professional challenges, from navigating the loss of a mentor to leading her organization through the uncertainty of the COVID-19 pandemic. She discusses the crucial difference between being brave—seizing opportunities in tough times—and being bold—leading others through transformational change.

With deep insights from her time in the Marine Corps, Mary reveals how discipline, integrity, and resilience have shaped her leadership philosophy. She also highlights the power of networking, the role of generosity in business, and how to create a legacy that aligns with core values.

Whether you're a leader navigating uncertainty or an entrepreneur striving for impact, this episode is packed with wisdom, inspiration, and actionable strategies to help you lead with confidence, build meaningful connections, and drive success.

Key Takeaways

• How grounding decisions in core values leads to stronger organizations
• Handling challenges and change as a team leader during personal losses or global events like the COVID-19 pandemic
• Why networking is seen as a vital business skill that fosters growth.
• The importance of being mindful about the legacy you create and ensuring it aligns with your values
• How to balance established traditions with innovative practices for organizational growth and resilience
• How the discipline and values from military influence emphasize integrity, responsibility, and centering oneself under stress
• The principle of “Givers Gain,” or the belief that starting with generosity often leads to receiving benefits in return
• The role of forming human connections in achieving business success
• The importance of having fun and finding joy in the process, which enhances resilience and team morale

In This Episode:

• 00:00 - Introduction to Mary Kennedy Thompson, CEO of BNI
• 01:35 - Understanding BNI: The World's Largest Business Referral Network
• 03:40 - The Importance of Values in Leadership
• 10:16 - Lessons from the Marine Corps
• 14:48 - Overcoming Personal and Professional Challenges
• 16:57 - Navigating the Challenges of COVID-19
• 18:09 - The Importance of Bold Leadership
• 18:22 - Thriving Through Adversity
• 20:45 - The Role of Networking in Business
• 21:41 - Leadership Responsibilities and Vision
• 23:53 - The Relationship Economy
• 29:09 - Defining Success and Significance
• 32:35 - Final Thoughts and Reflections

Notable Quotes

• [00:04:27] " What makes an organization really strong is diversity: diversity of thought, diversity of experience, diversity across the board.  And we bring this diverse group together that all say, yes, we agree to this set of values, how we're going to do things makes a difference." — Madeleine MacRae
• [00:06:48] " Your personality is what you show everybody, but your character is what you do when no one's watching." — Mary Kennedy Thompson
• [00:08:02] " You make a living by what you get, but you make a life by what you give." — Mary Kennedy Thompson
• [00:09:49] " I don't judge leaders by how the organization works when they're standing right there. I judge them by how it works when they're not there." — Mary Kennedy Thompson
• [00:20:23] " Confidence is a byproduct that most people wait for, but you don't get it without courage." — Madeleine MacRae
• [00:21:52] “ The root of the word inspire means to...

What if the key to standing out in a crowded market wasn’t just about what you sell, but the stories you tell?

In this episode of Scaling the Gap, host Madeleine MacRae sits down with Rich Harshaw, owner of Level 10 Contractor, to explore leadership, marketing strategies for contractors, and the transformative power of storytelling. Rich delves into the evolution of his company, highlighting the importance of standing out in a competitive market. Rich also shares his personal journey, including lessons learned from business challenges and the invaluable role of mentorship, offering actionable insights for contractors looking to elevate their marketing and build lasting client relationships.

Rich introduces his philosophy, "It's always something; it's never nothing," underscoring the inevitability of life's challenges and the importance of resilience in overcoming them. The conversation explores the distinction between pain and suffering, with Rich advocating for gratitude and perspective as tools to navigate life's ups and downs.

This episode leaves you with a reminder to appreciate what you have and embrace challenges as opportunities for growth. Let’s dive in!

Key Takeaways

• The role of introspection and leadership growth in driving business success.
• Tailored strategies for contractors in the home services industry to stand out.
• How authentic, relatable stories can transform marketing efforts.
• The importance of differentiation in a crowded market.
• Insights into navigating obstacles faced by smaller contractors.
• How personal experiences shape professional journeys.
• The value of mentorship and building industry relationships.
• Evaluating marketing materials for uniqueness and authenticity.
• Using relatable messaging to establish credibility with clients.
• Viewing challenges as opportunities for growth and learning.
• Understanding success as a subjective, perspective-driven concept.
• The importance of bouncing back from setbacks.
• Recognizing that while pain is inevitable, suffering is optional.
• Cultivating a mindset of appreciation for current circumstances.

In This Episode:

• [00:00:00] Rich Harshaw's background
• [00:01:45] The meaning of Level 10
• [00:04:45] The Happy Money Promise
• [00:07:24] The importance of identity in marketing
• [00:08:30] Storytelling vs. platitudes
• [00:09:22] Using quality materials in marketing
• [00:11:51] The 'So What?' game
• [00:15:04] Connecting with customers through relatable stories
• [00:17:56] Rich's journey into marketing
• [00:25:01] Lessons from business failure
• [00:29:55] Success and personal definition
• [00:30:07] Facing challenges and appreciating what you have
• [00:37:03] Closing thoughts

Notable Quotes

• [00:05:38] "We had a customer install an HVAC system for $17,000, and the client felt overcharged. So, we refunded all their money, and they kept the system. That’s one way to fix a problem." — Rich Harshaw
• [00:12:23] "When someone acts like the table stakes of business are their calling card, it gets me going. We show up on time? Oh, goody. You have to be competent at an extreme minimum to earn and maintain your business." — Madeleine MacRae
• [00:14:42] "If we’re even one single minute late, you don’t pay. There’s no fine print, no hoops to jump through. It’s just free." — Rich Harshaw
• [00:22:24] "Having been a cash millionaire, I was in debt $3 million. That was my business exploding like the Hindenburg." — Rich Harshaw
• [00:25:28] "The fear of failure completely goes away once you've failed. It allows you to take more risk, controlled risk, of...

What really makes a leader stand out? Is it just about boosting profits, or is it about something bigger—like inspiring a team, navigating challenges, and leaving a lasting impact?

In this episode of Scaling the Gap, host Madeleine MacRae sits down with Agata Olivieri of Maple Drapery and Carpet to unpack the real essence of leadership. They dive into the ups and downs of running a multi-generational family business, the emotional side of working with loved ones, and the power of self-awareness in decision-making. Agata shares how she and her brother took over the family legacy, why focusing on core strengths (and saying “no” to distractions) is crucial, and how continuous learning fuels long-term success.

If you’re a leader—or aspiring to be one—this conversation is packed with insights on building a strong, accountable team, planning for the future, and redefining success beyond just the numbers. Tune in and get ready to take your leadership to the next level!

Key Takeaways

• Leadership and its significance in business growth
• Challenges of multi-generational transitions in family businesses
• Importance of introspection and self-awareness for leaders
• Strategies for building a strong and accountable team
• Defining success beyond financial metrics
• Emotional dynamics and family relationships in business
• The role of professional development and continuous learning
• Focus on core competencies and the importance of saying "no" to distractions
• Planning for the future and creating a sustainable legacy
• The impact of leadership on employees and the community

In This Episode

• [00:00] Introduction to Agata
• [03:20] Challenges of multi-generational business
• [05:29] Building a strong team
• [06:13] Wealth management insights
• [08:00] Importance of specialization
• [09:15] The value of time
• [10:30] Exit strategies for business
• [14:43] The money test concept
• [17:27] Building a path of education and accountability
• [17:55] The necessity of the right team
• [20:06] Accountability as an empowering tool
• [21:01] The heartbreak of closing doors
• [22:28] Defining personal success
• [25:33] Success formula breakdown
• [27:56] Broader definitions of success

Notable Quotes

• [04:23] "When certain family members moved on, like my sister or my nephew, it felt a little bit painful because that was our trust factor." — Agata Olivieri

• [05:29] "Growing up, my parents were immigrants and they worked really hard to get what they got. They had nothing, like a second-hand couch was a big deal at the time." — Agata Olivieri

• [10:30] "If you don’t put an exit plan in place, what happens is that when your time is done, then your business’s time will be done because you didn’t prepare for that transition." — Madeleine MacRae

• [22:28] "I know I consider myself to be successful, and it probably took me a long time to realize that. I started to realize it when I was finally comfortable with accepting or taking a compliment." — Agata Olivieri

• [21:01] "For me, it's a little tiny bit heartbreaking when someone has worked so hard and then just closes the doors because just a little extra work, a little extra investment, could make such a difference." — Madeleine MacRae

• [23:45] "I am happy that I'm able to change lives within the business and outside the business with the work we do." — Agata Olivieri

Our Guest

Agata Olivieri is the co-owner of Maple Drapery & Carpet, a second-generation family...

How often do businesses pour countless hours, resources, and energy into their marketing campaigns, only to feel like they’re speaking to an empty room? Picture this: you’re addressing a crowd of 10,000 people, but none of them are your ideal buyers. All that time and effort are wasted because your message isn’t reaching the right audience. It’s frustrating, right?

In this episode of Scaling the Gap, Madeleine MacRae sits down with marketing expert James Hipkin to discuss the game-changing power of marketing strategy. They explore why so many businesses misdiagnose their challenges as lead generation issues when, in reality, the problem lies in a lack of strategic focus. James offers valuable insights, emphasizing the importance of truly understanding customer needs and mapping out their buyer’s journey.

The episode makes one thing clear: focusing on customer outcomes—rather than just features or products—is the key to standing out in today’s noisy market. Are you ready to stop marketing to an empty room and start connecting with the right audience? Tune in and learn how a well-defined strategy can transform your business.

Take action today: Listen to the full episode and start crafting a marketing strategy that reaches the right people and drives real results. Your ideal customers are waiting!

Key Takeaways

• Importance of marketing strategy over mere mechanics
• Understanding customer needs and the buyer's journey
• Misdiagnosis of marketing challenges as lead generation issues
• Creation of customer avatars and journey maps using AI
• Focus on outcomes rather than features in marketing
• Selling transformations instead of just products
• Building trust through genuine relationships in business
• The overwhelming volume of marketing messages consumers face
• Humanizing marketing efforts to connect with customers
• Leveraging technology for effective marketing insights and strategies

In This Episode:

• [00:01:03] Introduction to James Hipkin
• [00:04:55] The importance of the buyer's journey
• [00:05:18] Branding vs. marketing strategy
• [00:08:07] The gray noise of marketing
• [00:10:13] The necessity of a marketing strategy
• [00:11:08] AI in marketing strategy development
• [00:14:57] Humanizing the marketing process
• [00:17:54] The importance of contextualizing marketing
• [00:18:14] The story of FedEx
• [00:19:58] Understanding customer needs
• [00:21:24] Selling transformation, not products
• [00:24:12] James’ definition of success
• [00:27:17] Conclusion and resources

Notable Quotes

• [00:07:20] "We spend so much time, effort, and energy just marketing to an empty room. Even if the room is crowded with 10,000 people, if not one of them is your ideal buyer, it's essentially empty for you." — Madeleine MacRae
• [00:10:55] "You don't have to compete with the masses and the mass marketers. In your local market, you just need to be 10% better than everyone else, and strategy will give you that 10% and more." — James Hipkin
• [00:14:33] "So often, marketing feels really sterile. When I put on my marketing hat, my language becomes so stiff, and I'm like, who is this woman? This is definitely not the Madeleine that shows up on stage or in a conversation." — Madeleine MacRae
• [00:18:58] "They went after those executive assistants who knew they were going to get yelled at by their boss if the package didn’t get from Chicago to New York overnight." — James Hipkin
• [00:21:06] "You’re really buying access to the destination. You just want to be there, right?" — Madeleine MacRae
• [00:24:18] "Success for me is not a tangible thing. I

Running a family-owned business is no small feat, right? How do you keep the balance between family dynamics and professional growth? What happens when an economic downturn hits—do you fight or fold? In a competitive market, is it better to sacrifice quality for price, or is holding onto your values the real secret to success? And when it comes to your employees, how do you create a workplace where they feel valued, heard, and invested in?

In this episode of Scaling the Gap, host Madeleine MacRae interviews Vanessa Yates, co-owner and designer of Draped in Style, a family business specializing in window treatments and fabric products. Vanessa shares her entrepreneurial journey, starting the business with her mother, and the challenges they faced, including the 2008 housing market crash. They discuss the importance of maintaining quality over competing on price and fostering a supportive company culture. Vanessa emphasizes creating an equitable workplace and the significance of valuing employees, which has led to a loyal and dedicated team. Want to learn how to lead your family business with heart and strategy? Don’t miss this conversation!

Key Takeaways

• Vanessa Yates' entrepreneurial journey and the founding of Draped in Style
• The dynamics and challenges of running a family-owned business
• The impact of economic downturns on small businesses, particularly during the 2008 housing market crash
• The importance of maintaining quality and value over competing on price in a competitive market
• The significance of cultivating a strong company culture and employee engagement
• The difference between equality and equity in the workplace and its implications for team dynamics
• The disconnect between corporate environments and small businesses regarding customer connection and financial understanding
• Strategies for creating a supportive work environment that values employee input and well-being
• The broader definition of success beyond financial metrics, focusing on positive impacts on employees and communities
• The role of identity in defining personal and professional success

In This Episode

• [00:00:57] Vanessa's background
• [00:10:14] Building company culture and employee engagement
• [00:15:00] Creating a supportive work environment
• [00:17:51] Equality vs. equity in the workplace
• [00:19:38] The benefits of small business flexibility
• [00:21:07] Adapting big business strategies to small business
• [00:24:08] Measuring success beyond financials
• [00:26:01] Identity and financial success
• [00:27:57] Vanessa's definition of success

Notable Quotes

• [00:05:04] "To really take a step back sometimes and look at where we've come now, you know, to have two full-time installers, to have ten people in the office, the growth of that is what's really driving me these days." — Vanessa Yates

• [00:11:13] "One of the biggest compliments I feel like I've gotten as a boss is that, 'Vanessa, I feel very heard with you. I feel very seen with you. I feel like I'm valued and my opinion matters.'" — Vanessa Yates

• [00:23:58] "The fact that 12 people can make a good living, enjoy what they do, and go home to be better moms, better wives, better husbands, dads, friends, brothers—all the things—that is success because then you've affected not 12 lives, you've affected hundreds." — Vanessa Yates

• [00:24:08] "I love it so much. I've been asking people now for a whole year, 'Do you consider yourself to be successful?' and time after time, there's almost no mention of money." — Madeline McRae

• [00:27:57] "I feel in everything that we've built as a team and who...

In this inspiring podcast episode, James Crossway, owner of Premier Blinds and Designs, shares his entrepreneurial journey and passion for exceptional customer service. From his beginnings in the blinds business to his focus on leadership and mentorship, James outlines how his people-first approach drives his company’s success and growth. Premier Blinds and Designs

Tammy McNaught, CEO and President of BanCal Properties, shares her journey as a property management entrepreneur with over 17 years of experience in the competitive San Francisco Bay Area real estate market. Tammy discusses her holistic approach to property management, emphasizing strategic investment over routine operations, and her commitment to mentoring women in the male-dominated real estate industry. BanCal Properties

In this episode of Scaling the Gap, host Madeleine MacRae talks with business strategist James Hutchings, who shares his decade-long journey in the business world and his insights into building sustainable growth. With a wealth of experience, James explores the critical areas that entrepreneurs should focus on to maintain longevity and success, including adaptable leadership, data-driven decision-making, and cultivating resilience in team dynamics. James Hutchings FB. James Hutchings IG