In this episode of Scaling the Gap, host Madeleine MacRae sits down with Mary Kennedy Thompson, CEO of Business Network International (BNI) and a former Marine Corps officer, to explore the values-driven leadership that fuels business success.

Mary shares her journey through personal and professional challenges, from navigating the loss of a mentor to leading her organization through the uncertainty of the COVID-19 pandemic. She discusses the crucial difference between being brave—seizing opportunities in tough times—and being bold—leading others through transformational change.

With deep insights from her time in the Marine Corps, Mary reveals how discipline, integrity, and resilience have shaped her leadership philosophy. She also highlights the power of networking, the role of generosity in business, and how to create a legacy that aligns with core values.

Whether you're a leader navigating uncertainty or an entrepreneur striving for impact, this episode is packed with wisdom, inspiration, and actionable strategies to help you lead with confidence, build meaningful connections, and drive success.

Key Takeaways

• How grounding decisions in core values leads to stronger organizations
• Handling challenges and change as a team leader during personal losses or global events like the COVID-19 pandemic
• Why networking is seen as a vital business skill that fosters growth.
• The importance of being mindful about the legacy you create and ensuring it aligns with your values
• How to balance established traditions with innovative practices for organizational growth and resilience
• How the discipline and values from military influence emphasize integrity, responsibility, and centering oneself under stress
• The principle of “Givers Gain,” or the belief that starting with generosity often leads to receiving benefits in return
• The role of forming human connections in achieving business success
• The importance of having fun and finding joy in the process, which enhances resilience and team morale

In This Episode:

• 00:00 - Introduction to Mary Kennedy Thompson, CEO of BNI
• 01:35 - Understanding BNI: The World's Largest Business Referral Network
• 03:40 - The Importance of Values in Leadership
• 10:16 - Lessons from the Marine Corps
• 14:48 - Overcoming Personal and Professional Challenges
• 16:57 - Navigating the Challenges of COVID-19
• 18:09 - The Importance of Bold Leadership
• 18:22 - Thriving Through Adversity
• 20:45 - The Role of Networking in Business
• 21:41 - Leadership Responsibilities and Vision
• 23:53 - The Relationship Economy
• 29:09 - Defining Success and Significance
• 32:35 - Final Thoughts and Reflections

Notable Quotes

• [00:04:27] " What makes an organization really strong is diversity: diversity of thought, diversity of experience, diversity across the board.  And we bring this diverse group together that all say, yes, we agree to this set of values, how we're going to do things makes a difference." — Madeleine MacRae
• [00:06:48] " Your personality is what you show everybody, but your character is what you do when no one's watching." — Mary Kennedy Thompson
• [00:08:02] " You make a living by what you get, but you make a life by what you give." — Mary Kennedy Thompson
• [00:09:49] " I don't judge leaders by how the organization works when they're standing right there. I judge them by how it works when they're not there." — Mary Kennedy Thompson
• [00:20:23] " Confidence is a byproduct that most people wait for, but you don't get it without courage." — Madeleine MacRae
• [00:21:52] “ The root of the word inspire means to...

What if the key to standing out in a crowded market wasn’t just about what you sell, but the stories you tell?

In this episode of Scaling the Gap, host Madeleine MacRae sits down with Rich Harshaw, owner of Level 10 Contractor, to explore leadership, marketing strategies for contractors, and the transformative power of storytelling. Rich delves into the evolution of his company, highlighting the importance of standing out in a competitive market. Rich also shares his personal journey, including lessons learned from business challenges and the invaluable role of mentorship, offering actionable insights for contractors looking to elevate their marketing and build lasting client relationships.

Rich introduces his philosophy, "It's always something; it's never nothing," underscoring the inevitability of life's challenges and the importance of resilience in overcoming them. The conversation explores the distinction between pain and suffering, with Rich advocating for gratitude and perspective as tools to navigate life's ups and downs.

This episode leaves you with a reminder to appreciate what you have and embrace challenges as opportunities for growth. Let’s dive in!

Key Takeaways

• The role of introspection and leadership growth in driving business success.
• Tailored strategies for contractors in the home services industry to stand out.
• How authentic, relatable stories can transform marketing efforts.
• The importance of differentiation in a crowded market.
• Insights into navigating obstacles faced by smaller contractors.
• How personal experiences shape professional journeys.
• The value of mentorship and building industry relationships.
• Evaluating marketing materials for uniqueness and authenticity.
• Using relatable messaging to establish credibility with clients.
• Viewing challenges as opportunities for growth and learning.
• Understanding success as a subjective, perspective-driven concept.
• The importance of bouncing back from setbacks.
• Recognizing that while pain is inevitable, suffering is optional.
• Cultivating a mindset of appreciation for current circumstances.

In This Episode:

• [00:00:00] Rich Harshaw's background
• [00:01:45] The meaning of Level 10
• [00:04:45] The Happy Money Promise
• [00:07:24] The importance of identity in marketing
• [00:08:30] Storytelling vs. platitudes
• [00:09:22] Using quality materials in marketing
• [00:11:51] The 'So What?' game
• [00:15:04] Connecting with customers through relatable stories
• [00:17:56] Rich's journey into marketing
• [00:25:01] Lessons from business failure
• [00:29:55] Success and personal definition
• [00:30:07] Facing challenges and appreciating what you have
• [00:37:03] Closing thoughts

Notable Quotes

• [00:05:38] "We had a customer install an HVAC system for $17,000, and the client felt overcharged. So, we refunded all their money, and they kept the system. That’s one way to fix a problem." — Rich Harshaw
• [00:12:23] "When someone acts like the table stakes of business are their calling card, it gets me going. We show up on time? Oh, goody. You have to be competent at an extreme minimum to earn and maintain your business." — Madeleine MacRae
• [00:14:42] "If we’re even one single minute late, you don’t pay. There’s no fine print, no hoops to jump through. It’s just free." — Rich Harshaw
• [00:22:24] "Having been a cash millionaire, I was in debt $3 million. That was my business exploding like the Hindenburg." — Rich Harshaw
• [00:25:28] "The fear of failure completely goes away once you've failed. It allows you to take more risk, controlled risk, of...

What really makes a leader stand out? Is it just about boosting profits, or is it about something bigger—like inspiring a team, navigating challenges, and leaving a lasting impact?

In this episode of Scaling the Gap, host Madeleine MacRae sits down with Agata Olivieri of Maple Drapery and Carpet to unpack the real essence of leadership. They dive into the ups and downs of running a multi-generational family business, the emotional side of working with loved ones, and the power of self-awareness in decision-making. Agata shares how she and her brother took over the family legacy, why focusing on core strengths (and saying “no” to distractions) is crucial, and how continuous learning fuels long-term success.

If you’re a leader—or aspiring to be one—this conversation is packed with insights on building a strong, accountable team, planning for the future, and redefining success beyond just the numbers. Tune in and get ready to take your leadership to the next level!

Key Takeaways

• Leadership and its significance in business growth
• Challenges of multi-generational transitions in family businesses
• Importance of introspection and self-awareness for leaders
• Strategies for building a strong and accountable team
• Defining success beyond financial metrics
• Emotional dynamics and family relationships in business
• The role of professional development and continuous learning
• Focus on core competencies and the importance of saying "no" to distractions
• Planning for the future and creating a sustainable legacy
• The impact of leadership on employees and the community

In This Episode

• [00:00] Introduction to Agata
• [03:20] Challenges of multi-generational business
• [05:29] Building a strong team
• [06:13] Wealth management insights
• [08:00] Importance of specialization
• [09:15] The value of time
• [10:30] Exit strategies for business
• [14:43] The money test concept
• [17:27] Building a path of education and accountability
• [17:55] The necessity of the right team
• [20:06] Accountability as an empowering tool
• [21:01] The heartbreak of closing doors
• [22:28] Defining personal success
• [25:33] Success formula breakdown
• [27:56] Broader definitions of success

Notable Quotes

• [04:23] "When certain family members moved on, like my sister or my nephew, it felt a little bit painful because that was our trust factor." — Agata Olivieri

• [05:29] "Growing up, my parents were immigrants and they worked really hard to get what they got. They had nothing, like a second-hand couch was a big deal at the time." — Agata Olivieri

• [10:30] "If you don’t put an exit plan in place, what happens is that when your time is done, then your business’s time will be done because you didn’t prepare for that transition." — Madeleine MacRae

• [22:28] "I know I consider myself to be successful, and it probably took me a long time to realize that. I started to realize it when I was finally comfortable with accepting or taking a compliment." — Agata Olivieri

• [21:01] "For me, it's a little tiny bit heartbreaking when someone has worked so hard and then just closes the doors because just a little extra work, a little extra investment, could make such a difference." — Madeleine MacRae

• [23:45] "I am happy that I'm able to change lives within the business and outside the business with the work we do." — Agata Olivieri

Our Guest

Agata Olivieri is the co-owner of Maple Drapery & Carpet, a second-generation family...