110. Why You Keep Hiring the Wrong People

122. The Sales You Didn't Know You Lost

SUMMARY: Aaron sits down with retention expert Dan to dig into the sales most businesses never think to chase: the ones they already made. They talk through why up to a quarter of first round payment plans quietly fail, the difference between a sales team, a support team, and a dedicated retention specialist, and how to reach out to a lagging customer without sounding like a collections call. Terryn shares how visibility and simple reporting make the whole process repeatable. Want to see what stewarding your existing "yes" could be worth? Check out heartfirstretention.com [https://heartfirstretention.com]. Minute-by-Minute: 00:00 Understanding Payment Plans and Their Challenges 09:48 Building Relationships Through Compassionate Communication 19:51 Leveraging Technology for Client Retention 24:01 Training for Success in Client Retention

121. Invest in Your People to Build a Stronger Business

Summary: Great businesses don't just hire talented people, they help them grow. In this episode, Aaron Hovivian and Terryn Turner share practical ways to build a culture of learning through mentorship, leadership, and ongoing education that keeps teams engaged and growing. Want to develop stronger leaders and create a team that sticks? This episode is packed with simple ideas you can start applying today. To learn more about developing operations leaders, visit: https://opsexpertsacademy.com [https://opsexpertsacademy.com] Minute-By-Minute: 00:00 The Importance of Educating Employees 02:59 Leadership and Growth Opportunities 07:59 Crowdsourcing Knowledge through Huddles 11:45 The Value of Book Clubs 15:02 Utilizing External Resources for Growth

120. What to Cut From Your Budget (And What Not To)

SUMMARY: Most business owners chase more sales without ever looking at what they're already spending. In this episode, Aaron and Terryn break down where small businesses leak money without realizing it, from forgotten software subscriptions to mismanaged time and underused incentive programs. They share practical ways to audit your spending, free up cash, and decide what's actually worth keeping. They also talk through where outsourcing makes sense, and where it can quietly hurt your customer experience. Grab the free tools mentioned in this episode: audit your team's time with the Gap Analyzer at gapanalyzer.com [https://gapanalyzer.com], get help setting up your finance framework at finance.thecollabteam.com [https://finance.thecollabteam.com], or download the free incentive matrix at incentive.opsexpertsacademy.com. [https://incentive.opsexpertsacademy.com] Minute By Minute: 00:00 Introduction and Celebration of Success 02:52 The Importance of Cutting Costs 05:53 Identifying Unused Subscriptions and Technology 08:55 Auditing Time and Resources 11:58 Promoting from Within vs. Hiring Externally| 14:48 Incentivizing Cost Savings 18:00 What Not to Cut: Customer-Facing Roles

119. The Prescription Every Entrepreneur Needs

Summary:In this episode of the Ops Experts Club podcast, Aaron Hovivian and Terryn Turner discuss the "prescription" every entrepreneur needs: consistent systems. They unpack how shiny object syndrome, constant new ideas, and sudden shifts in priorities can create chaos for teams, especially when entrepreneurs are moving faster than their people can process. Instead of leaving teams overwhelmed by half-finished projects and changing direction, Aaron and Terryn explain why a clear operating system helps businesses stay focused, accountable, and scalable. The conversation also explores tools like Ultimate 10 meetings, visionary-integrator meetings, scorecards, rocks, and issue tracking as practical ways to turn entrepreneurial energy into real traction. Aaron and Terryn explain why consistency may not feel exciting to visionaries, but it is often the foundation that allows a business to grow without burning out the team. Whether you are leading a fast-growing company or supporting a visionary entrepreneur, this episode offers a clear reminder that sustainable growth comes from strong systems, steady execution, and foundations that can scale. To access the ops traction resources mentioned in the episode, visit: https://thecollabteam.com/ops-traction [https://thecollabteam.com/ops-traction] Minute-by-Minute: 00:00 Introduction and Excitement for Ted Lasso 01:59 The Entrepreneur's Prescription: Addressing Shiny Object Syndrome 04:15 The Importance of Consistent Systems 08:25 Triage Pain Points in Business 12:09 Building Foundations for Sustainable Growth 18:49 Conclusion and Resources for Entrepreneurs

118. Build the Process Before You Hire

Summary: In this episode of the Ops Experts Club podcast, Aaron Hovivian and Terryn Turner talk through the importance of SOPs, recruiting, delegation, and building roles with clarity before hiring. They explain why businesses often feel pressure to hire quickly when things are on fire, but without clear standard operating procedures, org chart planning, and role expectations, new hires can end up walking into confusion instead of structure. The conversation highlights how SOPs help businesses become more repeatable, trainable, and scalable. Aaron and Terryn also discuss how AI can support SOP creation, as long as business owners proofread, simplify, and keep processes consistent. They explore how SOPs connect to delegate-and-elevate exercises, hiring decisions, overseas support, quality control, and future org chart planning. Whether you are preparing to hire, trying to remove tasks from overloaded team members, or building better systems for scale, this episode offers practical insight into creating processes that help your business grow without slowing down. To download the SOP template mentioned in the episode, visit: https://sop.opsexpertsacademy.com/ [https://sop.opsexpertsacademy.com/] Minute-by-Minute: 00:00 Introduction to Ops Experts Club and Personal Insights 02:03 The Importance of Standard Operating Procedures (SOPs) in Recruiting 07:32 Leveraging AI for SOP Creation and Management 11:03 Evaluating Roles and Responsibilities in the Org Chart 14:28 Future Planning and Organizational Growth