Episode 4: The Journey of Business Growth and Leadership: Insights from Dan Frazier

Embracing Change and Leading Effectively

In the dynamic world of business, the trajectory of growth and success is often nonlinear. This idea was vividly brought to life in a recent episode of the “Grow Your Damn Business” podcast, where host Scott Goodrich conversed with Dan Frazier, CEO and board member at Century Support Services.


[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.

Diverse Beginnings: From Accounting to Tech and Beyond

Dan’s journey into the business world was far from typical. Starting his career in accounting, he quickly realized it wasn’t his lifelong calling. This realization led him down a path through technology and into various leadership roles in operations within the Mortgage Services industry. His passion for nurturing and witnessing the growth of companies became a significant driving force in his career.

Leadership: The Art of Aligning Goals

Dan emphasized the importance of ensuring that everyone in an organization is working towards a common goal. He shared his early career experiences in large banking institutions in Pittsburgh, where he observed the pitfalls of unclear role definitions and unaligned goals. These experiences shaped his leadership style, focusing on connecting strategy through every layer of the organization, from recruitment to achieving business objectives.

The Value of Understanding Perspectives

A key takeaway from Dan’s experiences, including his early days working as a valet, is the importance of understanding people’s perspectives. This understanding has enabled him to build and grow services, always keeping in mind the customer’s needs and expectations.

Navigating the Challenges of Remote Work

The COVID-19 pandemic presented a unique challenge for Century Support Services, as the company had to rapidly transition to a remote work setup. Dan highlighted the importance of adapting leadership styles to manage remote teams effectively and maintaining empathy and connection with clients during turbulent times.

Growing in Adversity: Lessons from COVID-19

The pandemic, while initially causing a downturn in business, eventually led to a surge in demand for Century Support Services. This period also taught valuable lessons in innovation, engagement, and team building, fostering a culture where employees feel connected and valued, even in a remote setting.

The Big Rock Doc: A Strategy for Continuous Improvement

Dan shared the concept of the “Big Rock Doc,” a strategic tool used to reflect on past achievements, learn from less successful endeavors, and plan for future objectives. This process helps the company align its goals with the broader economic environment and the needs of their clients.

The Bright Shiny Object Syndrome: Staying True to Core Competencies

A crucial aspect of leadership, according to Dan, is recognizing and resisting the temptation to deviate from core competencies for short-term gains. He advocates for exploring opportunities but remaining focused on the company’s primary strengths and mission.

Looking Ahead: Expansion and Growth in 2023 and Beyond

For Century Support Services, the future is about growth and expansion, balancing the need to scale operations with maintaining a strong connection with clients. This involves exploring new locations and continuing to innovate in service delivery.

Conclusion: A Testament to Resilient Leadership

Dan Frazier’s insights on the “Grow Your Damn Business” podcast underscore the importance of adaptive leadership, clear communication, and staying true to core values in business. His journey and strategies offer valuable lessons for entrepreneurs and business leaders navigating their paths to growth and success.

Connect with Dan Frazier:

For more insights and guidance, you can reach out to Dan Frazier via email at dan.frazier@centurysupportservices.com.
Linkedin: https://www.linkedin.com/in/danfrazier33/
Website: https://www.centuryss.com/

Subscribe to the Podcast: Don’t miss out on future episodes of the “Grow Your Damn Business” podcast. Subscribe on your favorite podcast platform and join the conversation on business growth and leadership.

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Meet our Host

Scott has an entrepreneurial spirit that’s been burning since his teenage years. Back then, he was mowing lawns, managing paper routes, and selling greeting cards door to door – always finding different ways to put some cash in his pocket! After graduating college, Scott had a successful career in sales and operations leadership, but his desire to be a business owner was never far from his heart. Seven years ago, he and his wife, Jenn, took the plunge and started their own business. Like many others, they spent all their time on the struggle bus – dealing with cash flow, payroll, and questioning whether their doors could even stay open. Ultimately, they persevered and learned some incredibly valuable lessons along the way.

Now, Scott is dedicated to helping others avoid the pitfalls he faced, fulfilling his purpose as a coach, and helping owners and teams achieve their dreams. When he’s not guiding businesses toward success, Scott can be found hitting the gym, on the golf course, or racking up miles on his Peloton.

As an EOS Implementer, Scott is passionate about helping business owners build a solid foundation and clear vision, empowering them to achieve growth, balance, and financial freedom – all while enjoying the ride.

Scott Goodrich