Welcome back to another insightful episode of "It's the Bottom Line that Matters," the podcast dedicated to helping you achieve greater business success by focusing on what truly counts. In this episode, hosts Jennifer Glass, Patricia Reszetylo, and Daniel McCraine continue their deep dive into soft skills, turning the spotlight onto the critical importance of customer focus.

Join us as we explore why the customer is truly the boss—without them, the business simply doesn’t exist. Jennifer, Patricia, and Daniel unpack the differences between features and benefits, showing you why it’s not enough to talk about what your product does; you need to connect the dots to how it solves customers’ problems and improves their lives. They discuss practical strategies for viewing your offerings from the customer’s point of view, avoiding that dreaded “salesy” feeling by tapping into genuine persuasion rooted in understanding and empathy.

You’ll also hear about ways to personalize the customer experience, from using advanced tech like personalized URLs and videos, to more subtle touches that make each interaction memorable. the trio share anecdotes and actionable advice—including the importance of always answering the customer’s key question: "What’s in it for me?"

Whether you’re crafting marketing messages or designing in-store experiences, this episode is packed with ideas you can use to keep your customers at the center of your business strategy. Get ready to rethink your approach and make every customer feel like your only customer—because at the end of the day, it’s the bottom line that matters.

Keywords: customer experience, soft skills, customer focus, sales copy, features vs benefits, persuasion, personalization, market research, customer needs, business growth, surveying the market, sales tactics, pressure vs persuasion, customer journey, personalized marketing, mailers, personalized URLs, direct mail, variable data printing, personalized videos, customer pain points, experiential marketing, customer engagement, in-store experience, sensory branding, user-centric approach, technology adoption, personalized offers, marketing strategy, customer retention

In this episode of "It's the Bottom Line That Matters," hosts Jennifer Glass, Patricia Reszetylo and Daniel McCraine engage in an insightful discussion about organizational hierarchy and its profound impact on business success. Through candid stories from their own careers—including working within small family-run businesses, large corporate structures, and academic environments—they examine the complexities and potential pitfalls that come with both flat and tall organizational hierarchies. Their real-life experiences highlight challenges such as unclear reporting lines, family politics, overlapping managerial roles, and the emotional toll of being bypassed for promotions.
As the conversation unfolds, the trio delves into practical strategies for building an effective hierarchy, considering everything from optimal manager-to-employee ratios to the advantages of promoting supervisors organically from within the team. They emphasize the importance of balancing efficiency, clarity, and overhead when designing management structures—whether you're running a tiny startup or a growing enterprise. Listeners will walk away with fresh perspectives and actionable tips on creating a hierarchical system that truly supports both business goals and employee well-being.KEYWORDS: hierarchy, management, organizational structure, flat hierarchy, tall hierarchy, supervisory roles, direct reports, business units, corporate hierarchy, chain of command, management layers, family business, manager roles, point of contact, HR department, training department, company culture, team dynamics, leadership, overhead costs, salary management, employee advancement, group dynamics, mid-level management, sales management, employee training, group structure, company growth, supervisor workload, strategic planning

Ready to elevate the way you think about your business? In this episode of It's The Bottom Line That Matters, hosts Jennifer Glass, Patricia Reszetylo, and Daniel McCraine dive into the “how” of conceptual thinking. Building on last week’s conversation about the “what” and “why,” we zero in on practical strategies to help you approach your business goals with long-term vision and higher-level, strategic thought.

Discover actionable tips for making mental space to think big, learn why asking better questions is the first step to unlocking new ideas, and get practical advice on turning your concepts into plans—while avoiding the classic traps of over-editing and naysaying. The hosts share real-world experiences, brainstorm strategies, and even get a little philosophical about where great ideas really come from.

Whether you’re mapping out a 10-year vision or just trying to solve a new business challenge, this episode is packed with insights and encouragement to help you move the needle forward—because at the end of the day, it’s the bottom line that matters.

Tune in for inspiration, laughter, and plenty of advice you can start using right away. Your next big business breakthrough could start with a single, strategic question!

Jennifer Glass (Host)

Jennifer Glass is the driving force behind "It's the Bottom Line That Matters" podcast, serving as the primary host and guiding voice. Her role on the show is to delve into vital business topics with her guests and co-hosts, all with a view toward practical success and actionable strategies. Jennifer is thoughtful, focused on both the big-picture direction and the day-to-day decisions entrepreneurs face. She leads the conversation with clarity and personal anecdotes, often referencing her own business experiences, lessons learned, and the importance of ongoing planning. Jennifer’s warmth and commitment to delivering value are evident in how she brings her guests into the discussion and ensures every episode leaves listeners with something useful.

Daniel McCraine (Host) Daniel McCraine joins the podcast as an expert in business thinking, blending analytical and conceptual approaches. Daniel’s insights anchor the episodes on strategy—he’s particularly adept at breaking down the difference between conceptual and analytical thinking, and encouraging listeners to look beyond immediate needs to long-range possibilities. He advocates for setting aside space and time for undistracted strategic thought, and believes that better questions lead to better solutions. Daniel values practicality, reminding listeners that there’s no wrong way to shape a business, as long as the direction is intentional. His advice is accessible and no-nonsense, always rooted in experience.

Patricia Reszetylo (Host) Patricia Reszetylo is Jennifer’s co-host, known for her creative approach to solving business challenges and her willingness to look outside conventional methods. She contributes a practical, yet open-minded perspective, encouraging listeners to tap into their subconscious and stay receptive to ideas that arrive unexpectedly—sometimes even after a good night’s sleep! Patricia cautions against self-editing too soon and stresses the importance of holding onto even the wildest ideas until they can be fully evaluated. She’s a champion for creative brainstorming, supportive collaboration, and the belief that every concept deserves its moment before judgment.

Together, Jennifer, Daniel, and Patricia create an atmosphere of encouragement, insightful questioning, and practical wisdom—always keeping the bottom line in sight.

In this insightful episode of "It's the Bottom Line That Matters," host Jennifer Glass is joined by Patricia Reszetylo and Daniel McCraine to break down the essential differences between conceptual and analytical thinking as they relate to business strategy. The discussion kicks off with clear definitions: conceptual thinking is described as a higher-level, big-picture approach that involves strategic planning, envisioning long-term goals, and considering how innovations can transform the business. The hosts use engaging real-world examples, like the evolution of fast food drive-thrus, to illustrate how thinking conceptually can lead to breakthroughs and lasting industry changes.
As the conversation unfolds, Jennifer and Daniel dig into the reasons why focusing on conceptual thinking is critical for business owners—especially when it comes to planning for growth, anticipating the need for change, or preparing the business for eventual sale. They caution about the drawbacks of ignoring this kind of thinking, such as the risk of getting stuck in daily operations, being unable to delegate, and missing out on opportunities to scale. Patricia adds thoughtful commentary on the dangers of building a business that is unsellable or too dependent on the owner.
The episode emphasizes the importance of asking the right long-term questions, such as where you want your business to be in five years and what kind of legacy you hope to create. By encouraging listeners to work "on" the business rather than just "in" it, the hosts set the foundation for a practical follow-up in the next episode, which will explore actionable steps for integrating both conceptual and analytical thinking into everyday business decisions. Listeners come away challenged to step back, assess their own strategic vision, and think beyond the immediate demands of running a company.KEYWORDS: conceptual thinking, analytical thinking, business strategy, soft skills, strategic planning, business growth, long-term planning, scaling a business, pivoting, fast food industry, drive-thru concept, business evolution, business design, business planning, working on the business, business owner mindset, operational models, business goals, business structure, outsourcing, management structure, restaurant business, resource allocation, business challenges, scaling limitations, business mindset, new product development, business exit strategy, business success, business podcast

Unlock your creative superpowers in this insightful episode of "It's The Bottom Line that Matters!" Hosts Jennifer Glass, Patricia Reszetylo and Daniel McCraine to dive deep into the world of creative thinking and effective brainstorming for business success.

Drawing from real-world experiences and lively group discussion, the trio reveals proven strategies to spark imagination, sidestep self-censorship, and transform even the “dumbest” ideas into valuable opportunities. Discover the secrets behind powerful brainstorming sessions—both solo and in groups—including practical tips for involving every personality type, harnessing tools like Post-it notes and AI, and fostering a safe environment where no idea is off-limits.

Explore how to evaluate ideas using the “resource triangle”—balancing time, money, and resources for the best return on investment. Plus, hear the hosts’ favorite exercises and unusual hobbies (like beekeeping!) that keep their creative juices flowing.

Whether you’re looking to lead better team ideation sessions, fuel your own creativity, or simply give your business a creative edge, this episode will inspire you to ask better questions, experiment fearlessly, and surround yourself with a powerhouse advisory board.

Tune in, and remember: when it comes to creative thinking, the only bad idea is the one you don’t share!

Keywords: creative thinking, brainstorming, soft skills, stupid questions, group brainstorming, individual brainstorming, mastermind group, hot seat, idea generation, idea evaluation, resource triangle, time management, return on investment, accountability group, advisory board, creativity games, curiosity, creative hobbies, problem solving, innovative solutions, business growth, strategy development, team collaboration, decision making, resource allocation, bad ideas, idea rating, ChatGPT brainstorming, post-it note method, brainstorming rules

In this episode of "It's the Bottom Line That Matters," hosts Jennifer Glass, Patricia Reszetylo and Daniel McCraine dive deep into the often-overlooked but extremely important topic of running a business while managing illness. From the disruption of an unexpected cold or allergy season to more persistent, chronic health challenges, they explore what it really means to be a business owner who sometimes simply isn’t operating at 100%. The discussion is frank, relatable, and packed with empathy, as both hosts reflect on their own experiences—Daniel contending with severe hay fever, and Jennifer recounting the impacts of allergy treatments and bouts of exhaustion. Their conversation covers the different realities for business owners, whether you have the flexibility of working from home or run a brick-and-mortar business that depends on your physical presence.

The episode offers practical advice for all entrepreneurs trying to power through tough days. Jennifer and Daniel emphasize the value of setting up robust systems and procedures, and, when possible, having a reliable team in place so business doesn’t come to a halt when you need a break. Patricia also discussed lifestyle adjustments, like incorporating exercise to build stamina and energy, exploring nutritional choices such as cacao for a natural boost, and—most importantly—listening to your body’s signals before minor health hiccups become major roadblocks. Jennifer shares a cautionary tale about a business partner who ignored ongoing pain for too long, underscoring the critical lesson that your health must come first. The hosts encourage listeners to develop the self-awareness and self-permission needed to rest, seek medical support when necessary, and manage their workload realistically until they bounce back. With their signature warmth and humor, Jennifer and Patricia remind listeners that taking care of personal well-being is not a weakness, but the smartest investment any business owner can make for long-term success.

Keywords: managing business during illness, business operations with health issues, running a business when sick, business owner self-care, importance of systems and procedures, delegating business tasks, chronic illness and entrepreneurship, taking time off work, work-life balance, health impact on business, productivity during illness, brick and mortar business challenges, remote work flexibility, exercise for business owners, building stamina for entrepreneurs, boosting energy naturally, cacao benefits, magnesium and energy levels, alternative to coffee, mental health for business owners, team support in business, prioritizing health over business, seeking medical attention, burnout prevention, business continuity planning, coping with exhaustion, supporting family while sick, personal health management, permission to rest, impact of ignoring health

Welcome back to another episode of "It's the Bottom Line That Matters," the podcast dedicated to your growth and success in business. In today’s discussion, hosts Jennifer Glass, Daniel McCraine, and Patricia Reszetylo are shining a spotlight on the power and necessity of continuous learning.

As technology evolves and business landscapes shift faster than ever, our hosts share their own approaches and challenges to staying informed and ahead. You’ll hear how Patricia relies on tools like ChatGPT and Google to quickly satisfy her curiosity, while Daniel reflects on balancing the sheer volume of new information with the need to filter out distractions and focus on what truly matters for his business. Together, they explore critical questions every entrepreneur faces: When should you push yourself to learn something new for a client? When is it better to delegate or partner with an expert? And how do you keep your knowledge current without getting overwhelmed?

Packed with practical tips—like building lists of credible resources, maintaining relationships with experts, and recognizing your own limits—this episode is a must-listen for anyone committed to long-term business success. Tune in for an honest conversation about why embracing lifelong learning isn’t just an advantage, but a necessity for thriving in today’s world—and how, at the end of the day, staying open to new ideas keeps you and your business moving forward.

Keywords: continuous learning, soft skills, staying on top, business landscape, ChatGPT, Google, internet learning, information overload, filtering information, technology changes, learning new skills, project scope, core services, referral partners, outsourcing, expertise, lifelong learning, marketing trends, data analytics, cookies, evolving technology, adaptation, trusted sources, knowledge acquisition, mentorship, education, running list, experts, professional development, curiosity

In this episode of "It's the Bottom Line That Matters," hosts Jennifer Glass, Patricia Reszetylo and Daniel McCraine engage in a comprehensive discussion on the art and science of interviewing new team members. The conversation begins with the team sharing personal experiences and cautionary tales about intimidating or mishandled interviews, highlighting the importance of making candidates feel comfortable while avoiding overwhelming or legally risky practices. From an anecdote about facing a 12-to-1 interview panel to the potential legal implications of asking the wrong questions or promising a probationary period, the hosts underline that understanding both the formal and informal rules of interviewing is crucial for any business owner or hiring manager.

Beyond the pitfalls, the episode offers a wealth of actionable advice for structuring interviews that are both effective and compliant. Daniel emphasizes the value of behavioral-based questions while warning about potential embellishment and legal boundaries, and Jennifer explores best practices around skill assessments—such as when it’s appropriate to offer a paid project as part of the selection process. They also touch on how the formality or informality of an interview can be shaped by company culture, the specific role, or even the setting—ranging from structured office interviews to informal coffee shop meetings. Throughout, there’s a focus on clarity, professionalism, and not inadvertently leading candidates to believe they’ve secured a role. The discussion wraps with tips on evaluating fit, encouraging honest feedback, managing awkward silences for deeper insight, and ensuring both sides know how success will be measured in the role. Whether you’re new to hiring or a seasoned pro, this episode is packed with practical wisdom to help you conduct interviews that result in the right hires and a stronger, more cohesive team.

Keywords: interview process, hiring manager, business owner, soft skills, group interview, intimidating interviews, illegal interview questions, job candidate, probationary period, at-will employment, employment contracts, behavioral interview questions, embellishment in interviews, workplace ethics, conflict resolution, paid interviews, interview project, intellectual property, skill demonstration, VA trial projects, company culture, formality in interviews, employee onboarding, team compatibility, c-suite interview strategies, role expectations, success metrics, interview best practices, candidate assessment, lawsuit risk in hiring