This week, Melissa brings you behind the scenes of one of the hardest (and most unexpectedly pivotal) weeks she’s faced — a raw, unfiltered look at what it really means to juggle personal loss, business growth, client demands, and once-in-a-lifetime professional opportunities all at the same time.

She opens up about:

✅ Navigating a devastating personal loss while running a growing business

✅ How she set ultra-clear daily and monthly priorities to stay afloat

✅ The real mindset tactics she used to push through exhaustion and overwhelm

✅ Why resilience isn’t just a buzzword — it’s a muscle you build and a playbook you return to

✅ A powerful “pivot” analogy (yes, from basketball!) that can help you break through feeling stuck

Plus, Melissa shares the behind-the-scenes story of landing her biggest media opportunity ever — and how she was forced to practice the exact resiliency strategies she teaches.

As we kick off Mental Health Awareness Month, Melissa reminds us all: your mind and body are your most important assets. If you’re struggling, ask for help.

To learn more about working with Melissa: https://www.melissafranks.com

To Connect with Melissa on Instagram: @melissa_franks or @on_call_coo

Have you ever opened your inbox to find a customer complaint that instantly spiked your blood pressure? If you're in business, it's not a matter of if but when it will happen. In this episode of the Opt-In Podcast, Melissa walks you through how to reframe customer complaints as valuable feedback, the biggest mistakes businesses make when responding, and a proven strategy for handling criticism with professionalism and empathy. You'll learn why your response matters more than the complaint itself — and how managing complaints well can actually grow your brand loyalty.

In this episode, you'll learn:

✅ Why you should view customer complaints as a gift

✅ The common mistakes to avoid when responding to negative feedback

✅ How to acknowledge complaints without being defensive or over-apologizing

✅ Why consistency is critical to protecting your brand

✅ The exact steps to gather facts and create a timely, professional response

✅ How to train your team to handle complaints the right way

✅ When it’s time to fire a toxic client (and how to spot the red flags)

✅ How to turn criticism into a growth opportunity and stronger customer loyalty

Key Takeaway:

How you handle a complaint is more memorable than the complaint itself. Developing a clear, consistent process for addressing negative feedback can strengthen your brand, increase customer trust, and even unlock new stages of business growth.

Connect with Melissa:

🌐 Website: https://melissafranks.com

📸 Instagram: @melissa_franks and @on_call_coo

Is your inbox overflowing? Are you losing track of tasks, deadlines, or team updates? Whether you're solo or managing a growing team, this episode is your go-to guide for choosing the right project management tool to reduce chaos and reclaim control.

Join host Melissa Franks as she walks through the most common project and task management tools used by small businesses, startups, and creative teams—including Trello, Asana, ClickUp, Monday.com, Notion, and Airtable. She breaks down the pros, cons, ideal use cases, and the one question you must ask before choosing a platform.

You'll also learn:

The surprising origin stories behind your favorite tools (and why that matters)

How to avoid overbuying software you don’t need

What kind of business each tool works best for

Common setup pitfalls and how to assign ownership

Melissa’s favorite tools for ease, cost, and team clarity

Whether you're task-based, creative, or managing high-growth operations, this episode will help you simplify your workflow and set your team up for success. It’s time to stop relying on email chaos and move into structured, streamlined execution.

🔧 Tools Mentioned:

ClickUp – Best for highly task-driven, detail-heavy teams

Asana – Ideal for routine projects and teams with varying PM experience

Notion – Great for document storage and SOP libraries, but not for true project management

Monday.com – A hybrid option with powerful integrations for larger teams

Airtable – Essentially a spreadsheet; limited true PM functionality

Trello – Visual, easy to use, perfect for creatives or monthly task cycles

📌 Connect with Melissa:

DM questions or tool suggestions:

📱 Instagram: @_melissafranks or @on_call_coo

Want help picking the right tool & implementing complementary strategies? Schedule a free consultation call. Visit https://www.melissafranks.com/fractionalcooservices

Uncertainty is the only certainty in business—and the past week proved that in spades. From escalating tariffs to market chaos, small business owners are feeling the pressure. In this episode, Melissa unpacks 10 concrete strategies to help your business navigate economic unpredictability with confidence, clarity, and control.

Whether you're making physical products or running a service-based company, this episode will show you how to prepare for trade wars, price hikes, supply chain disruptions, and more—without losing your mind (or your margins).

What You'll Learn:

Why diversification of suppliers and manufacturers is non-negotiable

How to routinely review and adjust your pricing (and why you probably should)

The importance of building a business cash reserve—and how much to aim for

How to stay on top of news and global trends without going into overwhelm

The role customer relationships play in keeping revenue steady

How to prepare local backups for when your national or global systems break down

What business continuity planning actually looks like—and why you need a “What If” playbook

The power of fixed-rate contracts and written agreements in volatile markets

Why staying lean and agile might be your greatest advantage

If you’ve ever wondered how the big companies seem to weather every storm—it’s because they plan for it. And now, you can too.

Resources & Links:

Learn more about Melissa and her work: www.melissafranks.com

Follow on Instagram: @melissa_franks

Is your business growing faster than you expected? Congratulations! But now what?

In this episode, Melissa shares eight crucial lessons to help business owners navigate rapid growth without crashing and burning. Drawing from her experience scaling a business from $50M to $350M in just three years, Melissa offers candid, tactical advice for building scalable systems, hiring wisely, and making data-driven decisions.

If you’re scaling quickly—or hope to soon—this one’s a must-listen.

What You'll Learn

The eight essential areas to focus on during periods of rapid business growth

Why scalable systems and documentation are more important than ever

The dangers of reactive hiring and how to hire with intention

How to use data and churn metrics to drive smart business decisions

The difference between financial reporting, forecasting, and planning

Why customer experience can make or break your scaling journey

The importance of delegation and letting go as the founder

How to build and maintain a strong, aligned company culture

Connect with Melissa on Instagram @melissa_franks

Learn more at www.melissafranks.com/fractionalcooservices

In this episode, Melissa tackles the hot topic of accountability—what it is, why it's essential, and how its absence can have a ripple effect from the highest levels of government to your neighborhood school drop-off line.

Using a current event as a jumping-off point, Melissa draws a compelling parallel between national leadership failures and everyday behavior, tying it all back to what it means for your business. She lays out six critical reasons to cultivate (and fiercely protect) a culture of accountability in your business, from improving team performance and trust to fostering innovation and long-term growth.

🔥 Key Takeaways:

Leadership sets the tone. If those at the top don't take accountability, the impact trickles down—and it’s not pretty.

Blame kills businesses. Especially in small teams, a lack of accountability can lead to toxic culture, slow decision-making, and even total breakdown.

Six reasons why accountability is non-negotiable:

Clarity and ownership

High performance

Trust and teamwork

Faster problem-solving

A culture of growth

Stronger leadership

🙌 Let’s Connect:

Melissa wants to hear from you! What’s your biggest challenge when it comes to holding others accountable? Send a DM on Instagram @melissa_franks or email her directly at melissa@melissafranks.com

💬 Like what you heard?

Subscribe, leave a 5-star review, and share this episode with a friend who’s ready to build a high-performing team culture.

What does it really take to go from “no revenue and no plan” to a thriving, predictable, and growing business? In this reflective solo episode, Melissa opens up about the first quarter of 2025 and the intense, behind-the-scenes journey that got her here. From testing failed strategies to finding her magic formula through buyer psychology and Google Ads, Melissa shares it all—raw, real, and without the glossy Instagram filter.

If you've ever felt stuck, uncertain, or overwhelmed in your business journey, this is the pep talk (and strategy session) you didn’t know you needed.

🔑 Key Takeaways

The Messy Middle Is Real: Success stories often skip over the struggle—but Melissa takes you into the trenches of what it looked like when nothing was working.

Referrals Aren’t a Strategy: Why relying on word-of-mouth alone isn’t sustainable for scalable growth—and what to do instead.

Understanding Buyer Psychology: How identifying the person behind the business changed everything.

Why Your Tactics Might Be Failing: The importance of matching your strategy to where your ideal client is already looking for help.

Google Ads, SEO, and a Lightbulb Moment: How a pivot to search-based marketing turned Melissa’s business around.

Testing Is the Name of the Game: Business is an experiment. Most tests will fail until they don’t.

The Power of Persistence: Melissa’s refusal to give up was the key ingredient that kept her going—and ultimately led to sustainable success.

Connect with Melissa on Instagram: @melissa_franks

Work with Melissa: https://www.melissafranks.com/fractionalcooservices

Are you thinking about starting a business? Already running one but unsure what to do next? In this episode, Melissa spills the tea on 10 things every business owner should know to grow faster, avoid costly mistakes, and make better decisions.

With 25 years of corporate experience, growing businesses from $50M to $350M, and working with nearly 50 entrepreneurs, Melissa shares hard-earned lessons that could save you time, money, and frustration.

What You’ll Learn in This Episode:

🔹 Simplicity Wins – Why focusing on one thing makes your business unstoppable.

🔹 Buy Expertise, Not Coaching – The difference between experts and coaches (and when you need each).

🔹 Tinkering and Pivoting Stalls Growth – Why every business change disrupts momentum.

🔹 Consistency Trumps Innovation – How sticking to what works leads to sustainable success.

🔹 You Can't Compete on Salary – But You Can Win on Benefits – How small businesses attract top talent.

🔹 Gimmicks Don't Build Loyalty – What actually makes customers stay.

🔹 You Don't Need Investors – You Need Time – Avoiding unnecessary debt when starting a business.

🔹 Friends and Family in Business Rarely Works – Why hiring strangers is often better.

🔹 Monetize What You're Good At, Not Just What People Need – The secret to building a profitable business.

Join the Conversation!

Which lesson resonated with you the most? Which one surprised you? Let’s talk! Share your thoughts:

📢 Comment on the podcast episode

📢 Find me on Instagram: @melissa_franks

📢 Subscribe to the newsletter! melissafranks.myflodesk.com/signup

📢 Subscribe to the YouTube Channel for video episodes! www.youtube.com/@oncallcoo

💡 Until next time, remember—you are wise, strong, and brave. I believe in you!