On this episode of Grow Your Damn Business!, host Scott Goodrich is joined by Dan Frazier to discuss the ups and downs of entrepreneurship and how to overcome obstacles. Frazier shares his experience during the COVID-19 pandemic and highlights the importance of clearly defining responsibilities and accountabilities within small to mid-sized entrepreneurial companies. They also explore the importance of making sure everyone is working towards the same goals for the business as a whole.
Additionally, the episode covers Century Support Services, a debt resolution company that works with those in financial hardship, and how they have navigated the challenges of the past four years and the impact of COVID-19. Key takeaways include the need to prioritize focusing on jobs within one’s expertise, the importance of engaging deeper levels inside the organization, and the significance of celebrating successes and learning from misses.
Tune in to this episode to learn more about how to grow your damn business!
[00:02:17] Focus on getting everyone working together towards clear goals, connecting strategy through hiring/recruiting, aligning teams, and delegating tasks.
[00:04:33] Ensure accountability in small to mid-sized companies by running on EOS. Identify key roles and responsibilities. Draw upon personal experiences and lessons to tackle challenges.
[00:09:35] Century Support Services helps those in financial hardship through a program that builds positive financial habits over 24-48 months, negotiating debts to allow for financial freedom; the challenges due to COVID-19 led to growth and rapid scalability.
[00:13:48] Observations led to an early awareness of COVID-19. Hard work and training were required to move 300 employees home, with an ongoing focus on management and empathetic communication.
[00:18:02] Annual strategy session focuses on celebrating successes, identifying areas for improvement, and prioritizing goals for the following year. The process includes considering the micro/macro environment and communication with the entire organization. Progress is reflected every two months.
[00:23:12] Saying no to a potential client offering lucrative business was difficult, but it was better to stick to one’s strengths and avoid risk. Innovation is encouraged but within a reasonable scope.
[00:27:43] During COVID, 3 themes emerged: difficulty in energizing teams to meet metrics, no issues hiring and employing new talent, and an unprecedented ability to retain current employees. The business saw a referral pipeline, and management succeeded in keeping good employees. The company will continue to innovate and grow with its talented team.
About Dan Frazier
Dan Frazier is the AFCC Chairman as well as CEO of Century Support Services, located in Pittsburgh, PA. Century has been assisting consumers with their unsecured debts since 2003. Led by a team of seasoned experts with an average of 12+ years of experience in the Debt Settlement Industry, Century has over 200 team members that support our clients on their debt relief journey.
Dan Frazier has over 26 years of executive leadership experience with financial services and technology companies, in both the public and private sector, across the banking, mortgage, payments and education industries. Dan joined Century Support Services in 2017 as Chief Executive Officer and is responsible for the overall performance of the organization and support of its leadership in the Debt Settlement industry.
Prior to joining Century, Dan served as the Chief Operating Officer at ECSI, a Global Payments company providing loan servicing, business outsourcing and payment processing services to over 1,500 colleges and universities across the country as well as the Department of Education. Previously, Dan was the Senior Vice President of Strategy at Servicelink, a Fidelity National Financial company providing mortgage servicing solutions to the mortgage originations and default market.
Throughout Dan’s career, his focus has been on providing a great customer experience, developing product innovation, and promoting growth and learning for his employees and clients. Dan earned his BA in Accounting from Duquesne University in Pittsburgh, PA where he currently resides with his wife and 2 children.
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