How to Eliminate Chaos and Build a Business That Runs Without You | Featuring Susan Fennema

by faye.eBusiness Growth, Productivity, Scale Smart, Grow Fast PodcastPosted on No Comments

How to Eliminate Chaos and Build a Business That Runs Without You | Featuring Susan Fennema

 Most small business owners hit a wall—not because of market conditions or lack of talent—but because they’re still at the center of every decision.

In the latest episode of Scale Smart Grow Fast, Susan Fennema, Chaos Eradicating Officer, Beyond the Chaos, breaks down exactly how to remove owner dependency and turn chaos into clarity. With 30+ years of operational experience and co-author of Efficiency Amplified, she shares the mindset shifts, systems, and steps that help owners scale smart—without burning out.

Preferred listening on the go? Catch the full podcast episode on Spotify and Apple Podcasts.

🚩 Warning Signs of Owner Dependency

  • You can’t take a real vacation without your business crumbling.
  • You’re constantly firefighting and exhausted.
  • Every decision runs through you.
  • Your best team members are either unclear or leaving.

Sound familiar? You’re not alone—and it’s fixable.

🛠️ First Steps to Operational Freedom

  1. Track Your Time: Write down everything you do in a week—daily, monthly, even the tasks you hate.
  2. Identify Low-Value Work: You’re likely doing $20/hour tasks as a $300/hour CEO.
  3. Start Delegating: Begin with part-time help (VA or project manager) and record quick Loom videos to train them.
  4. Build Basic Systems: Start small—like creating an offboarding process. It’s the most overlooked yet crucial one.
  5. Use Project Management Tools Correctly: Trello, Asana, ClickUp all work—if you implement structure.

🧠 Mindset Shifts That Matter

  • Your team can do it better—if they know what success looks like.
  • Letting go isn’t losing control; it’s gaining capacity.
  • Peace and clarity don’t mean your business is failing—it means it’s working.

🔄 From Chaos to a Saleable Business

Most owners who “want out” can’t sell because they are the business. Susan explains how systematizing operations not only gives you your life back—it turns your business into a real, sellable asset.

💡 Time Management That Works

  • Calendar block your strategic time—and honor it.
  • Hold “office hours” to reduce constant interruptions.
  • Shut off email/social notifications and check them intentionally.

🎁 Want to Know Where You Stand?

Susan offers a free Operations Audit to help you identify your biggest operational gaps.
👉 beyondthechaos.biz/operations-audit

Feeling buried in tasks that pull you away from growth? Our executive support helps you reclaim time, focus, and control.
👉 Book My Discovery Call

Bottom Line:
 If you’re doing everything yourself, you’re not running a business—you’ve built a job. It’s time to scale smart. Start by watching the full episode for practical strategies you can implement this week. 🎥 Watch now on YouTube 🔗 https://youtu.be/wfjBpwiUkdE

Like what you read? Get weekly insights on scaling, efficiency, and profitability—straight to your inbox. Click here to subscribe.

Transcript

Harley Green
Hey everybody, welcome back to the Scale Smart Grow Fast podcast. Too many businesses hit a ceiling because the owner is still at the center of every decision. In this episode, Susan Fennema, chaos eradicating officer at Beyond the Chaos and co-author of Efficiency Amplified, shares how to eliminate operational chaos, build scalable systems, and finally break free from day-to-day dependency. With 30 plus years of operational expertise, Susan offers practical strategies to help business owners reclaim their time and lead with clarity. Susan, thank you so much for being on the podcast. How are you doing today?

Susan Fennema
Thank you so much for having me. I’m doing great and excited to get this week going.

Harley Green
Love it. Susan, can you tell us more about your background? What gave you this operational expertise and what made you decide to help businesses with their operations?

Susan Fennema
I’ve always been wired for organizing. As a child, I would sit with a jar of buttons and organize them by color and size. Throughout my career, I worked for small business owners in roles that were always process-oriented. I was focused on taking the load off the owner, simplifying, and streamlining operations.

In 2016, I started looking for what I thought would be my last job, but I realized I could serve multiple owners at once instead of committing to one. That’s when Beyond the Chaos transitioned from a side gig into a business dedicated to helping owners eliminate chaos and build freedom into their operations.

Harley Green
Owner dependency is a major roadblock to growth. What are some of the biggest warning signs that a business is too dependent on its owner?

Susan Fennema
The biggest red flag is if the owner can’t take a vacation without everything falling apart. Other signs include exhaustion, constant firefighting, and being the bottleneck for every decision. Team members feel stuck because they need approval to move forward, which leads to frustration and turnover.

We also see owners frustrated with clients, team members, and even family because they’re burned out. Many say they want to sell their business and walk away. But once they create processes and hand off work, they usually rediscover their love for the business and start growing again.

Harley Green
Some listeners might be realizing they don’t have to live with those stressors. What inspired you to start focusing on eliminating chaos?

Susan Fennema
I started in project management, making projects more efficient. But I quickly saw how much relief that gave owners, so I went deeper. I began looking at the entire flow—how leads come in, how proposals turn into projects, how work is delivered, and how to build repeatable systems that create more clients.

Owners should focus on relationships, strategy, and growth, not daily details. With systems in place, it’s easier to hold teams accountable and identify who’s performing well. Many owners start businesses because they love their craft, but get trapped in details. Fractional operations support—like project managers or integrators—helps free them up without the cost of a full-time COO.

Harley Green
That makes sense. For business owners who want to make their business more enjoyable or even more saleable, what are the first steps they should take?

Susan Fennema
Start by writing down everything you do in a week, then add monthly, quarterly, and annual tasks. Include tasks you hate as well. Next, estimate what you’d pay someone else to do those tasks. Most owners, worth $200–$300 an hour, are spending too much time on $15 tasks.

Those are the first things to delegate or stop doing. Document how you do them with a simple video or outline. Then bring in part-time support like an assistant or project manager. Offloading those tasks frees you to focus on higher-level work.

Harley Green
That’s a great point. Owners often hesitate to delegate because they don’t enjoy those tasks themselves.

Susan Fennema
Exactly. But there are people, like us, who love operations. Processes may feel like bureaucracy, but they’re what actually set you free.

Harley Green
You’ve mentioned several ways to eliminate chaos. Can you walk us through a few that create the foundation for scaling?

Susan Fennema
The first is process development. Clear processes make delegation and accountability easier, and they create a structure for addressing problems without conflict.

The second is project management. Many owners try tools like Trello, Asana, or Monday and give up, but the problem is usually implementation. With the right setup, these tools help deliver projects consistently.

The third is using time intentionally. Owners often get trapped in email or constant interruptions. The key is structuring your day to reduce distractions and focus on high-value work.

Harley Green
What are some tactical tips for managing time more intentionally?

Susan Fennema
Calendar blocking is essential. Schedule time to work on the business and treat it like a client appointment. Office hours are another great tool. Instead of constant interruptions, team members know when they can come to you.

Turn off notifications, step away from email, and use project management tools to track work instead of your inbox. Even small changes here can dramatically improve productivity.

Harley Green
How do you help owners move from reactive to proactive in their operations?

Susan Fennema
It starts with reducing emergencies. Once things calm down, some owners panic because they feel less needed. That’s where reviewing your numbers and focusing on strategic questions comes in. Use that newfound time to think about sales, growth, or improving the business instead of constantly firefighting.

Harley Green
In your book Efficiency Amplified, what’s one system or process every growing team should prioritize first?

Susan Fennema
Offboarding. Onboarding is important, but offboarding is usually an emergency. If someone leaves suddenly, you need to know what accounts they had access to, what passwords to revoke, and how to notify the team. Having that process in place prevents chaos and protects the business.

Harley Green
What are some mindset challenges owners face when trying to let go?

Susan Fennema
One is believing they’re the only ones who can do it right. In reality, with the right direction, team members often do it better. Another is the adrenaline rush of firefighting—when that’s gone, owners can feel lost. Adjusting both mentally and physically is part of letting go.

Harley Green
How can leaders maintain their vision while still empowering employees?

Susan Fennema
Every company has a culture, intentional or not. Leaders need to clearly communicate the vision and values, especially in virtual or hybrid teams. At Beyond the Chaos, we send framed value statements to employees as a daily reminder. Celebrating employees who embody the vision reinforces it across the team.

Harley Green
For owners still caught in the weeds, what’s one action they can take this week to start building more freedom?

Susan Fennema
Start that activity spreadsheet. Document what you’re doing every day, then identify what can be delegated. Operations isn’t one-and-done, it’s ongoing—like finance. But starting with that step is the path to freedom.

Harley Green
Susan, thank you so much for sharing these invaluable tips with our audience today. If people want to learn more or get in touch, what’s the best way?

Susan Fennema
I’d like to offer an operations audit to everyone listening. It’s a form that helps you evaluate how you’re operating and where we can help. Go to beyondthechaos.biz/operations-audit.

Harley Green
Fantastic, thank you for that. For those listening, if you got value from this episode, hit like and subscribe so you don’t miss future strategies to help you scale smarter. Share this with a colleague who might benefit, and if you’re on a podcast platform, leave us a quick rating. Thanks again for tuning in, and we’ll see you on the next one.

Susan Fennema
Thanks, Harley.

Diverse team of high-performing professionals collaborating in a modern, well-lit office, conveying productivity and efficiency."

The Hidden Cost of Overworking High Performers—And How to Fix It

by Harley GreenBusiness Growth, Outsourcing, ProductivityPosted on Comments are Disabled

The Hidden Cost of Overworking High Performers—And How to Fix It

The High Performer Dilemma

High performers are the backbone of every successful organization. They drive innovation, ensure efficiency, and push the company forward.

But instead of focusing on high-impact work, too many of these top employees are bogged down by administrative tasks, leading to burnout, disengagement, and ultimately, turnover.

While many companies assume that competitive salaries and perks are enough to retain their best talent, they fail to recognize the true burden placed on these employees.

The Leadership Oversight

  • A high performer isn’t just a strong contributor—they are a growth multiplier.
  • When they are forced to handle tasks outside their expertise, it doesn’t just waste their time—it costs the company valuable opportunities, revenue, and strategic momentum.
  • Executives must ask themselves: Are we empowering our top talent to drive success, or are we burning them out with unnecessary work?

The Numbers Don’t Lie:

✅ 30-40% of a high performer’s time is spent on low-value tasks.
✅ Replacing a high performer costs 1.5-2x their salary in recruiting, training, and lost productivity.
✅ Burned-out employees are 2.6x more likely to seek new job opportunities.

Let’s break down the true financial impact of overworking high performers.

1. Escalated Employee Turnover Costs

Burnout is a primary driver of voluntary turnover, particularly among high performers who thrive in roles where they can make an impact.

The Cost of Replacing a High Performer

  • Replacing a single high-performing employee costs 1.5-2x their annual salary.
  • In specialized industries, this figure can climb to 3-4x their salary, factoring in recruitment fees, training, and lost productivity.
  • Losing just one key employee can disrupt team dynamics and create a ripple effect of disengagement.

📊 Real-World Example:
A leading tech company faced a 15% turnover rate among top engineers, resulting in $2M+ in recruitment and training costs. By addressing workload imbalances, they reduced turnover to 5% within a year (McKinsey).

2. Productivity Decline Due to Administrative Overload

High performers are valuable because of their expertise—yet many spend their time on repetitive, low-impact tasks.

Instead of closing deals, leading teams, or innovating, they are stuck in:
✅ Email chains 📩
✅ Scheduling meetings 📆
✅ Updating CRMs & admin tasks 📊

The Financial Impact

  • If a high performer earning $100K per year spends 30% of their time on admin work, that equals $30,000 per year in wasted productivity—per employee.
  • Across a company of 50 top performers, that’s $1.5M in lost output annually.

📊 Real-World Example:
A financial services firm discovered that senior analysts spent 25% of their time on admin tasks, leading to a 20% drop in client acquisition. By shifting these tasks, they saw a $500K increase in new revenue.

3. Stifled Innovation & Growth Opportunities

When high performers are overwhelmed with operational work, they lose the capacity to think strategically and drive innovation.

Competitive Disadvantage

  • Companies with high-burnout cultures see 35% fewer new product ideas and slower revenue growth.
  • Leaders unable to focus on strategy lead to delayed decision-making, causing missed market opportunities.

📊 Real-World Example:
A tech startup found that its founders spent 60% of their time on operations instead of product development. After implementing better delegation strategies, they saw 40% faster revenue growth.

4. Presenteeism: The Hidden Productivity Killer

Burnout doesn’t always lead to quitting—sometimes, employees mentally check out while still showing up.

Why Presenteeism Is More Expensive Than Absenteeism

  • Burned-out employees make more errors, take longer to complete tasks, and have lower creativity.
  • Companies lose 10x more money due to presenteeism than absenteeism.

📊 Real-World Example:
A manufacturing firm noticed a 15% increase in product defects when employee burnout peaked. By addressing workload issues, defect rates dropped by 25% within 6 months.

5. Recruitment & Training Costs

Recruiting and onboarding new employees is expensive, but constantly replacing high performers is financially devastating.

The Financial Drain of Turnover

  • Replacing an executive or high performer costs up to 400% of their salary.
  • The time to recruit and train new talent can take 6-12 months, delaying key projects and increasing team stress.

📊 Real-World Example:
A consulting firm faced $500K in project delays due to the departure of a key leader. By optimizing workloads, they cut turnover by 30% within a year.

6. Deterioration of Company Culture & Employee Morale

When high performers leave, company morale drops, team stability weakens, and leadership effectiveness declines.

Negative Ripple Effects

  • A culture of burnout leads to higher absenteeism, lower engagement, and poor leadership retention.
  • Teams that lose key players often suffer declines in collaboration and productivity.

📊 Real-World Example:
An advertising agency saw a 25% drop in employee satisfaction after multiple top creatives left. This led to client dissatisfaction and revenue loss.

The Harsh Reality: Your Competitors Are Fixing This

Companies that proactively address these challenges are scaling faster and retaining top talent.

They’re optimizing workloads, reducing burnout, and seeing a 20-30% productivity boost.

If you don’t fix this problem, your competitors will—and they’ll win the talent and market share you’re losing.

🔥 Want to fix this? We break down the full solution in The Executive’s Guide to Scaling High Performers—so you can retain top talent, boost productivity, and scale smarter.

📩 Get your free copy now → https://workergenix.com/scaling-high-performers-guide/

Fractional COOs: The Key to Scaling Your Business Without Burnout

by Harley GreenScale Smart, Grow Fast PodcastPosted on Comments are Disabled

Fractional COOs: The Key to Scaling Your Business Without Burnout

As a CEO, founder, or business owner, you understand the constant challenge of balancing daily operations with big-picture growth. You didn’t build your business to get stuck in the weeds—but without the right operational support, that’s exactly where you can end up. Enter the fractional COO: the strategic solution for leaders ready to scale without burnout.

Mallory Smith, entrepreneur and fractional COO, shared her journey on the Scale Smart, Grow Fast Podcast. With experience in biotech, cosmetic chemistry, sales, and entrepreneurship—where she built and sold a seven-figure sign company—Mallory now helps seven-figure businesses streamline operations and scale sustainably.

🎧 Prefer to listen on the go?

✅ How a Fractional COO Helps You Scale – Spotify

✅ How a Fractional COO Helps You Scale – Apple Podcasts

What is a Fractional COO?

A fractional COO (Chief Operating Officer) provides high-level operational leadership on a part-time basis. Instead of hiring a full-time executive, you get access to experienced leadership without the long-term commitment or cost.

Who Needs a Fractional COO?

Fractional COOs aren’t for startups still finding their footing. They’re ideal for:

  1. Seven-Figure Businesses in Growth Mode: Struggling to manage rapid expansion? A fractional COO brings structure and systems so you can keep scaling without chaos.
  2. Owners Preparing to Step Back: If you’re ready to reduce hands-on involvement or planning an exit, a fractional COO ensures your business runs smoothly and remains valuable to future buyers.

How a Fractional COO Adds Value

  • Operational Clarity: They assess your operations, identify inefficiencies, and implement systems that scale.
  • Employee Alignment: They ensure your team is aligned with the company’s vision and processes, creating a self-sustaining operation.
  • Strategic Delegation: They help you delegate effectively, freeing up your time to focus on growth and leadership.
  • Business Scalability: They implement processes that allow your business to grow without the bottlenecks caused by owner dependency.

What the Engagement Looks Like

According to Mallory, fractional COOs typically work 5–8 hours per week with business owners. The relationship is designed for long-term transformation—most engagements last around two years. The goal? Build a business that no longer depends on the owner’s daily involvement.

Overcoming Common Challenges

The biggest obstacle? Mindset. Business owners are often deeply attached to how things have always been done. A fractional COO challenges these norms, bringing fresh perspectives and new strategies. While change can be uncomfortable, it’s necessary for growth. As Mallory puts it, “You’ll never get somewhere new by doing the same old things.”

Advice for Businesses Not Ready for a Fractional COO

Not quite at the seven-figure mark? Start here:

  • Master Your Financials: Know your profit and loss statements inside out. Look for ways to cut costs and improve profit margins.
  • Identify Your Worth: Understand your hourly value. Delegate tasks that don’t meet that rate—a skilled virtual assistant can handle bookkeeping and admin work.
  • Clarify Your Vision: Define where you want your business to go. What are your core values? How do you want your business to feel and function? Vision guides operations.

Real Results: A Success Story

Mallory shared the story of a business owner who couldn’t step away, overwhelmed with manual payroll and daily operations. After implementing automation and delegating low-value tasks, the owner finally took a stress-free vacation to Hawaii—with the business running smoothly in her absence.

Conclusion: Is a Fractional COO Right for You?

If you’re running a seven-figure business, losing sleep over operational challenges, or dreaming of scaling without sacrificing your time, a fractional COO might be the solution. They help you reclaim your time, streamline operations, and position your business for sustainable growth—or a profitable exit.

At Workergenix, we believe in scaling smarter, not harder. If you’re ready to stop managing and start leading, explore how our solutions can help you find the right operational support.

If you’re ready to scale smarter, streamline operations, and step back from the daily grind, schedule a discovery call with Workergenix today and see how the right operational support can take your business to the next level—without the burnout.

Like what you read? Get weekly insights on scaling, efficiency, and profitability—straight to your inbox. Click here to subscribe.

Busy entrepreneur delegating tasks to a virtual assistant in a modern office setting

Simplifying Customer Service: How To Train a Virtual Assistant To Lighten Your Load

by Harley GreenBusiness Growth, Client Relationship, Outsourcing, ProductivityPosted on Comments are Disabled

As an entrepreneur or business owner, handling customer service can quickly become overwhelming, especially as your business scales. Here’s a practical guide to easing this burden by bringing on a Virtual Assistant (VA).

Why You Need a Virtual Assistant for Customer Service

Customer service demands can spike unpredictably, and your ability to respond promptly affects customer satisfaction and retention. A VA can manage routine inquiries and support tasks, freeing you to focus on the growth and development areas of your business.

How to Choose the Right VA for Customer Service

  1. Identify Your Needs: Before searching for a VA, outline what customer service tasks you need help with. This could range from answering emails to managing live chat and handling customer complaints.
  2. Selecting a VA Service: Companies like Workergenix provide a comprehensive setup for VAs, including local phone numbers, task management systems, professional email addresses, and email signatures, which are essential for maintaining professionalism in customer interactions.

Training Your VA to Meet Your Standards

  1. Establish Clear Expectations: Provide detailed descriptions of tasks and the quality of service you expect, including response timeframes, tone of communication, and handling procedures for different types of inquiries.
  2. Use Training Materials: If you have existing Standard Operating Procedures (SOPs), recordings, or handbooks, share them with your VA. If not, consider tasking your VA with creating these materials as part of their onboarding.
  3. Adopt an “I do/We do/You do” Training Approach: Demonstrate tasks yourself, perform them together, then let your VA handle them, providing feedback as needed.

Ensuring High-Quality Service

  1. Implement Systems: Use tools like CRM software to manage customer interactions systematically. Systems can be scaled or adjusted depending on business size, ensuring your customer service grows with your company.
  2. Regular Feedback and Evaluation: Schedule regular reviews and provide constructive feedback. Encourage your VA to ask questions and suggest improvements.

The Advantages of Outsourcing Customer Service

Outsourcing to a VA not only alleviates your workload but also enhances operational efficiency. It allows for scalability, offers flexibility during demand fluctuations, and ensures your customers have access to support when they need it. Ultimately, a VA can contribute significantly to customer satisfaction and loyalty, driving long-term success for your business.

For businesses feeling the strain of customer service demands, hiring a virtual assistant can be a game-changer. Embrace the opportunity to enhance your operational efficiency and watch your business thrive.