Grit With Grace
“People are the most important part of any business.”
Jennelle has been running her own business since she was 18. At one point she decided she just didn’t want to have employees anymore. She would simply be a consultant. But that simply wasn’t feasible with the success and growth she was experiencing. Pondering on the idea, it was determined that having “a really positive culture and focus on really strong core values” would overcome the employee challenge.
Marketing Made Human isn’t just a one-time value proposition here at Market Veep. Jennelle makes sure of that! We daily recognize that we are all human beings first and marketers second. The human being on the other side of that call or that video screen matters! They have real feelings and real needs. And that shows in how we treat our clients and each other. Jennelle’s number one core value for her company and the team: “Be Human”. This translates to making sure all feel supported and understood.
“Anything that somebody experiences that they wouldn’t necessarily have expected.”
A moment of delight is discussed often here at Market Veep. Jennelle boils it down to anything that somebody experiences that they wouldn’t necessarily have expected. Our ultimate goal is to help businesses grow and indirectly make the owner have less stress. Jennelle utilizes many methods to create that delight for both our clients and our employees. Here are a few random ideas that have been used in the past:
- Response time metrics
- Sending out Starbucks gift cards
- First Fridays off
- Mailing out toilet paper during the pandemic
- Listening and goal setting with the client, not for the client
Jennelle knows that as a small business, we must think creatively about how to build a delightful experience for customers and coworkers alike.
“Ask a bunch of really silly questions during the interview process.”
So how does Jennelle find the teammates that will fit these core values? Ask great (and often silly) questions to capture what somebody is like outside of the interview. Interviewing for values can be quite a challenge. Both the interviewer and the potential employee can easily respond with what they want to hear. So a great question can help reveal our true selves.
“...get to know people, know about their families,...what their fun activities and hobbies are...just builds for a better day...and it doesn't feel like work.”
Jennelle McGrath, CEO, Market Veep
And what are some examples of those questions? To discover the core value of “Give Generously” she will ask:
- What is the last nice thing that somebody has done for you?
- What is the last nice thing that you have done for someone else?
- Tell us the small things, not the grand gestures.
Also, becoming completely remote has opened up an easier path toward creating a great place to work. This allows her to find great talent, with the right fit personality, throughout the country instead of limiting it to one geographical area.
“We have definitely fired clients who are not a good culture fit.”
Jennelle uses that same values system when looking at clients to bring on. It’s important to have conversations with both the decision-makers and the point of contact. Because the point of contact is the one you are actually working with. There are 9 traits referenced during the discovery phase. She recently turned away a potential client due to unrealistic expectations and urgency.
And, sadly, Jennelle has had difficult conversations with clients who were not matching up to Market Veep’s values. If things have not changed after the conversation she has “let go” clients. The result and unexpected benefit: the whole team feels supported and relieved. There is no need for anyone to hate coming into work. As the leader, Jennelle knows she has the influence to make work a really happy place. By letting go of clients (or teammates) who do not hold true to the core values, she can establish the standard for a positive company culture.
Ready for more? Listen to the whole podcast. You will discover lots more expertise from Jennelle. She and the whole team at Market Veep understand how company culture leads to great results and strong success. She is always on the lookout for a great fit into our culture whether you are a potential client or employee. If you think you might be a match feel free to learn more about our company culture. We think you’ll be delighted with what you find.
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