• Why delegation is the key to business success
• The human element of leadership
• Management vs Leadership
• What to do when change feels challenging

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Transcript

Welcome to Take Control with Nicole, as business owners we experience firsthand the fine line between our personal and business lives. During our conversations, we will look at simple hints and tips to create time, reduce overwhelm, and help you to navigate through your journey to where you want to be. If you’re looking for smarter ways to work, and create space and time freedom in your day, then you’re in the right place. All right, let’s go.

Nicole Smith
Hello, I’m Nicole Smith, COO, Operations Specialist and Systems Designer from The Artisans Business Solutions and welcome to take control with Nicole. Today I am speaking with the most amazing human, Ami Summers all about human focused leadership, and how it really can support change in your business. So, first of all, I’d love to introduce the fabulous Ami. Ami is the director and lead coach at the fabulous Craft Coaching and Development and she has spent almost 14 years as a leadership development consultant, engagement specialist and accredited coach. Coaching leaders, creatives and entrepreneurs, Ami supports her clients to make their greatest impact using leadership development tools, certified diagnostics and strength based coaching. Using a strength based philosophy, there’s some words to stumble over, as her guiding principles. Ami works one-on-one with fabulous clients to identify and enhance their skills to lead their business units and reach their personal leadership goals. Across her career, Ami has coached hundreds of executive leaders, small business owners and individuals alongside owning and leading multiple small businesses herself. Well, welcome, Ami. I’m so excited to have you here. Third time this week we’ve spoken and when I saw this topic that popped into mind, you’re the only one that I wanted to come and have this conversation with. So welcome.

Ami Summers
Oh, I’m so honored. And yes, so honored to talk to you three times this week. Think fabulous. Different angles. Very excited to be here today. Thanks, Nicole.

Nicole Smith
You’re welcome. Well, I’d love to start with a little bit about your journey. And what led you to starting craft coaching. Was leadership coaching always a part of your journey? Or is it something that you discovered you loved along the way?

Ami Summers
Oh, that’s such a good question. You know, I think everybody’s journeys take little turns where they’re probably, you know, they end up where you don’t expect. But yeah, I’ve got an interesting story in that. I wouldn’t say that leadership coaching was always part of my journey, but definitely was something that organically grew. So, my journey actually started in a fine art background. So, I originally trained as a painter, and I was an exhibiting artist for many years. And I got really, really interested at that time around the intersection between the business world and creativity. So, I was doing a show a year at the time, and I was noticing how these galleries were profiting off creativity. But then I also realized that they were creative in ways that as artists we couldn’t be. And so, I actually started doing a whole lot of research into this topic. And I got quite obsessed with it, actually.

Ami Summers
And I, you know, I was so fascinated by what these two worlds could learn from each other, and how leadership was essentially such a creative act in itself. And I think the first version of craft probably started, you know, around that time, probably 22 years ago, and then evolve from there, you know, while I was at Uni, doing our jobs, and I finally started working for a small leadership development consulting company first an assistant, which I wasn’t great at.

Ami Summers
And then as an associate, which is where I really, you know, felt engaged. So, this is where it kind of all came together for me. So, I had incredible experiences overseas in large corporates. I soaked it all up. I learned so much, and this was a long, long time ago. So, you know, one of my first tasks I remember in that job was self-scoring diagnostics, the people on paper, you know, this was before the world of online assessments at all. And, you know, that, for me, just sparked my curiosity in people because I knew a little bit about these leaders that were filling out these diagnostics. Then I started seeing how they were answering the questions and, you know, and the pattern. And I started getting really, really interested in leadership from that perspective.

Ami Summers
So, you know, even though I was probably pretty terrible at the admin side of the job, because that is just not my strong point, I became so focused on the people, and then the content, that leadership content that really spoke to me. So, finally, I began growing my own business, and I was coaching my own clients one day a week as I built it. So, probably a really common story that your listeners could relate to. And I worked as a Consultant and Leadership Program Manager elsewhere. And then when I had my son, it was my chance, it was, you know, the chance that a lot of women see as the reset button – dived in headfirst and built the business app while I was on maternity leave, it felt like I had less to lose. And it gave me a really incredible sort of platform to explore this business. But without that pressure to go back to work. So, I didn’t really go back to work after that. And that was almost eight years ago, when I rebranded the business. So, Craft used to be called The Creative Edge. And that’s when I really feel like I fully committed to what you see today. And the rest is history.

Nicole Smith
I think I’ve done over the last sort of started the year in particular, I’ve really started to call myself a creative entrepreneur, whereas before it was on that back shelf, like I can’t anywhere that I wasn’t really you know, now I’m like, oh, no, this is the thing. This is what we are. And I love it so much more fun.

Ami Summers
Yeah, it is it feels different, doesn’t it? And it gives you the agency, to explore, to play to experiment to bring your creativity, you know, unapologetically into your business. And I think like you’ve experienced, that’s when things start to flow.

Nicole Smith
Yeah, that’s right. So, you mentioned that you know that for yourself, maybe admin isn’t a skill that you enjoy or love doing. And so, was that bringing on a team to support you? Was that a moment in time where you kind of looked inward and said, Hmm, I know for my business, that when I do this, this is going to happen? Is that your journey or experience?

Ami Summers
And I think the vehicle of creativity ebbs and flows for individuals, sometimes it is that really traditional practical pursuit of something like singing or performing or painting. But then other times I know, I’ve just lent into the creativity and in what was happening in my business. So I actually felt that, you know, just that connection with my creativity, with how the business was progressing, the things that I was able to create from scratch, you know, and play with and experiment with in the business. And that that was enough. So it comes and goes for me in terms of the vehicle. But I agree with you, wholeheartedly. Every entrepreneur is creative. I’m always saying that to my clients.

Nicole Smith
I love it. That’s something early on in my business, I really made that connection with the creativity and business elements. Because as you know, and people on the line hear me talk about all the time I sing, and that’s my happy place. And I realized in you know, those early stages of of lockdown, I was in the business, but I wasn’t fueling that creative side of me. And so, it as soon as I did, I lent into it. I did some online musical theater, over zoom during COVID, it was fabulous, all of a sudden things started happening in the business. And so really being able to feel that creativity on this side, enhance it on the business side as well. And I love that because as entrepreneurs, you are creative in all these ways that you may not connect to creativity instantly. Yeah, are fun.

Ami Summers
Totally. Yeah. So, for me, it was really when that demand outweighed the supply. You know, I had very limited time when my son was young, and I was sort of working part time in my business and ramping up slowly. And I did a lot of my admin really badly for probably the first year or so. And then eventually, I just knew to get to that next level, I had to take the plunge. And I’ve really had to kind of fiddle with the right combination of support. But I think I’ve worked it out now. And it’s, you know, it’s really interesting over the last sort of year or so I’ve had times where I’ve had to go back into that space. You know, an admin master is an incredible human being.

Ami Summers
They are something that I am absolutely not. And therefore I’m in awe of them. And when I have to go back into that space, I’m acutely aware, again, of that sort of difference between business and creativity. But also, you know, the skills that I need to deliver, to coach to facilitate, versus the skills that I need to be across detail, you know, project manage, you know, just be on to the to-do list are two completely different brains, it feels like, it doesn’t even feel like the same two parts of the same brain, it actually feels like two brains. And in times of my business where I’ve had to do that, I have felt exhausted, you know, it’s, it’s made me, it’s just reminded me of how important it is to honor those two skill sets. And that, you know, if you are a deliverer, if you are a service provider, and if the business is built on your ability to think creatively, and your ability to think strategically and you know, go high level, then the importance of getting the right sort of support is so crucial. It’s that beautiful balance between people and tasks that you need to get right. Otherwise, it can, yeah, it can be really tiring.

Nicole Smith
Yeah. And it’s more than just delegation of tasks, right? It’s aligning the right skill sets of that, what’s the task and responsibilities and the roles that they’re playing within your business? And how they support you to be doing your fabulous things while they’re over doing their area? And you’re working together? To deliver whatever it might be?

Ami Summers
Yeah, absolutely. And I’m always the first to say that I’m not always great at it. You know, it’s it’s a dance that is, I guess, one thing that I’m really conscious of is that I’m really conscious to honor how difficult that is. But also, yeah, absolutely admitting that, I don’t always get it, right.

Nicole Smith
I don’t think anyone ever gets it perfect, right? That’s just, we’re humans, doing human things, the best that we can.

Ami Summers
Yeah. And a really important point, actually, Nicole, to mention is, you know, when you’re in leadership, when you’re a leader, you know, when you’re a coach, even, to not forget that human element. You don’t have to have everything sorted, you don’t have to have, you don’t have to put on a facade of that you’re not human, that you’ve learnt all your lessons. And, you know, you’re in a position where you can help others because you’ve got it all sorted out. It just, it misses such a rich opportunity to connect with people. And to show them that actually, I’m human to I don’t get it right all the time. You know, I struggle with the same things that my clients struggle with. But you know, I completely understand their challenges, because I’ve been there too. And sometimes I’m in it at the same time as I’m coaching them through it. So, you know, just that human element of being a leader is so important to show up in because it’s, yeah, it’s what helps people feel safe and connected with you, to not pretend.

Nicole Smith
Yeah, it’s so hard to pretend as well. Like, it’s so much easier just to be you. I know, there’s elements that I know I do it to that being the perfect person or being the best person showing up for my team. But the most connected experiences that I have had so far with my growing team is where I am me, in the moment that I am in, and we can have genuine conversations and they’re there and they want me to succeed as I want them to succeed. And so, being that really connected on that level, it’s been amazing. It’s been really really good. Yeah.

Ami Summers
It’s, it’s a nice feeling, isn’t it to be just lead others from a place of authenticity and just be yourself and make mistakes, admit failures and flaws and you know, and admit your humaneness. Plus, we’ve got we’ve got a lot of robots in our lives.

Nicole Smith
Especially in my world.

Ami Summers
That’s it, and they can be really useful for us, but at the same time as human beings, our strength, you know, you look at Chat GPT coming on board, you know how that’s changed a whole industry overnight. I guess the the opportunity and the competitive edge now is humaneness is actually being nuanced and complex and doing the things that a robot cannot do, you know, and understanding on a level and connecting on a level that a robot can’t. So it, I hope that that element of humaneness will become our strength, you know, it becomes something that we really wear as a badge of honor. Because it’s, it’s really important.

Nicole Smith
Yeah. And, again, for me, it’s been really front of mind with working with the FAO fabulous clients as well. It’s, we’ve been attracting those human led businesses. And it’s wonderful when you are working with people who are so focused on the opportunities that it can bring when you are just being a fabulous human and for your team.

Ami Summers
Absolutely, yeah.

Nicole Smith
Now, leadership and management, this is something that we’re a manager and a leader. These are sort of two different hats that were dealing with what I’m dealing with in my business, as I step into that, sort of next level, is this something you support your humans with, to really understand what the difference is between a leader and a manager?

Ami Summers
Absolutely, yeah, 100%, because understanding the differences can be a really great unlocker to letting go of some of that pressure that task puts on us as leaders, and actually stepping into to leading people really effectively. So, you know, getting that balance, right, again, you know, task versus people is really, really important. And managing and leading is exactly the same. So they’re quite different acts, they’re quite different in how they feel for you when you’re doing them. And they have quite different outputs as well. So, you know, managing, looks like delegation, it looks like that sort of tactical, operational day-to-day, mastering the task, you know, it looks like managing the things and sometimes managing the people, but in managing the people you might be managing, what they’re getting done, versus how they’re feeling, versus how they’re progressing, how their mindset is, you know, what their belief in their own potential looks like. And then leadership is really about that people-orientated behavior. So, you know, just, I guess, really giving your team the opportunity to explore their own potential to think for themselves, you know, take initiative, you know, cultivating those leaders within your own team. So, you know, for me, my dream is always to have a team of Intrapreneurs. So, people that take that initiative, come up with ideas, see opportunities, you know, just are hungry for the business. And that is absolutely leading versus managing. Managing is much more short-sighted, it’s much more about, you know, tell me what to do, and I’ll do it, which is really handy at times, it’s not a bad thing. And there’s certain times in your business where you’ll need to do that. But at the same time, leadership is a beautiful freeing space for the leader, because you need to, you don’t need to control the outcome, so much, all you need to do is lead the team in order for them to have impact on the outcome. And if we can, you know, multiply our ability to lead. That’s how to do it within our teams. We can’t just do it as an individual, as one person.

Nicole Smith
Yeah, that’s something I’ve come to realize, as you’re well aware, through our conversations, and something I landed on recently is this passion of mine to support businesses to build sustainable work practices. But what I mean by that is the foundational elements of their operations to support their team to be the intrapreneurs. Intrapreneurs, that’s the right word, isn’t it? Yeah. It’s such a different experience. When you have the team there, and my team are 100% that they are just, I love them. They’re amazing. Great.

Ami Summers
And it’s that, yeah, managing the system, managing the things that need to get done in order for us all to lead. And, you know, that’s the future. Yeah, future.

Nicole Smith
I love that. It’s, you know, there’s so many pieces of evidence that are popping into my well, that’s probably because I’ve got that lens and I’m looking for them now of how it is possible to do it differently, or just make it the norm from the corporate world has been in the past. It’s just, it’s a beautiful experience. And yeah, I’m guessing your clients, you support them to find out how that works for them to for their teams.

Ami Summers
Yeah, I think it’s the freedom that everybody is looking for, if they come into coaching feeling burnt out, is coming to coaching feeling overwhelmed. I mean, these are the top kind of three or four reasons, if they come into coaching, feeling like they’ve lost direction or clarity, that’s, that’s the solution, you know, start at yourself, work out how you can get that managing of tasks off your plate in order for you to step into leadership, because no one else is going to do that in your business, you know, no one else will lead it for you.

Nicole Smith
That’s true, as a leader, as a business owner, as a human in those moving into those roles. A key element that, obviously we’ve been working together, if you haven’t picked it up, I’m working with Ami as my fabulous business coach, there we go. A real key thing, even in our first session, when we looked at one of the diagnostic tools, I was like, thing that makes so much sense, that awareness.

Ami Summers
Yeah, and it starts with you, you know, you’ve already experienced that too, haven’t you, when you’re able to invest in your own growth and development, then you can see opportunities to pass it on and rip it out to the team to your clients. You know, it’s, it’s always the place that we start with the leader or with the individual, because, you know, I think if a client isn’t willing to look at themselves as a factor of business success off, to be honest, we often refer them on. Because, you know, the big, big shifts that we experience with clients are always after they shine the light on themselves or hold the mirror up. And, you know, I think it means that we’ve attracted these beautiful clients that are just so curious and invested in their own growth and development. And that self-actualized thinking is one of the things that have allowed them to grow their teams, to grow their businesses to see potential, you know, to support the growth and development of their, their team and their clients and what they’re trying to achieve. And, you know, without that work, it’s really hard to help other people to do it. You know, if you haven’t done that work yourself. So, yeah, it’s always the place that we start. And I flat out, I will always say to clients who you know, if they are resistant to that work, you know, always say them, you probably going to get a transactional experience from working with us, it will feel like I give you tools I give you skills, that you probably won’t feel any different. You know, I’ll come back in six months, and you’ll still be you know, experiencing the same lessons, because the transformational piece is in the self-leading, the leadership development and the reflection of your your own, you know, your own self-awareness.

Nicole Smith
Yeah. It’s powerful. It’s really powerful.

Ami Summers
Yeah, and you would have experienced this to Nic, you know, then you want to share it with people, you get those aha moments and that feeling of insight and relief and clarity, and you just, you want to share it, you wan’t to pass it on. So that’s that ripple effect that takes place. It’s beautiful.

Nicole Smith
Hello, there, I’m just interrupting this episode, as I would love to invite you to come on in and join us inside the members lounge, my community have shared with me that they joined initially, because they really wanted to discover the power of ClickUp. They wanted to be able to design, build and connect their ClickUps within their own individual businesses. However, once they were inside, they really discovered how the power of looking at the foundations of your operational areas of your business. And designing those really to set you up for success is such a powerful element. And guess what else we have a fabulous community inside so once you’re in you’re never going to want to leave. So come on over have a look. Go to my website, the artisans.com.au and pop up to The Members Lounge button at the top and we look forward to supporting you as you discover how fabulous it is when you’re confidently striding down easy street. See you inside The Lounge. And I did that exactly yesterday morning. So, we had our call on Wednesday. And then I had a call with Leanne my OBM and before we even talked about the I’m like we did LSI yesterday and this is where I’m said I brought up the thing on the screen and I showed him this is where I’m sitting. And this is where I’m going and blah, blah, blah. And I was so excited about it. Because I work for me. It’s a data point, I know exactly where I am now. And I can see the path forward on that, how and what I can do in myself, and who I need to support me to move forward. And so that excites me so and Leanne was like, oh, yeah, this is fabulous. I love it.

Ami Summers
So good, so good. And it just helps you as you said, give yourself a kind of yardstick of okay, this is where I’m at. I understand why the history and all of the stories and experiences that have gone into me, feeling and thinking the way that I’m feeling and thinking right now, however, I know what I want to achieve in the future, in order for me to get there, I probably need to grow in this way. And it just gives us such a tangible thing to work with, doesn’t it? Ah,

Nicole Smith
100% it’s, you know, it’s the the action plan, isn’t it? The the micro, micro movements because nothing I shared is the goal word doesn’t necessarily mean anything to me. But I love the bigs words. So what are those might little micro bits that we do each day to move us forward? I’m so excited.

Ami Summers
Little steps.

Nicole Smith
Yeah, yeah, one step in front of the other and we’re doing the day stretch, all of the investment of energy is and work that leaders do on themselves obviously can help and reflect outwards, to support their teams to grow something in business. As were changing and evolving. Our businesses are always evolving new ideas, creative entrepreneurs, oh, that’s a fabulous thing. Let’s do that. Sometimes change can feel challenging, especially if we’ve got people doing all the things. How can looking at change from that human focus lens, real end from the leadership with a human focus lens to support our team to, I guess, come along the journey or just make change not feel, as you know, sticky? Block it.

Ami Summers
Scary, hey, I do think anyone that has been working for themselves or creating a business long-term is genuinely comfortable with change, because as you know, you sort of have to be there. Yeah, it’s pretty hard to want consistency, predictability, if you’re in a business, you know, or you are an entrepreneur, even the most stable of businesses constantly change, you know, often talk to clients about that to do list, it’s, it’s never going to be complete, no matter how hard we work, there’s always something else that we’ll put on it, you know, there’s always something else that will come out of the blue that takes us in a certain direction. So, getting comfortable with that constant state of change, I think is a really important factor. And when you think about it, you know, change requires focus and clarity on that future state. So, you know, if you’re just getting kind of pulled in every direction, as things are changing, you know, that is, that’s a really kind of dangerous place to be as an entrepreneur, because you can spend a lot of energy, you can spend a lot of time you can spend a lot of money on the wrong things. So, you know, in order for change to be constructive, we’ve got to be focused on that future state, which, you know, then requires us to be all those human things like courageous, entrepreneurial, you know, big picture thinkers, clap, you know, clear thinkers, strategic, all of those things require us to let go of the task and move into, as you said, the bigs.

Nicole Smith
Gonna make that a thing, that’s going to be a thing to talk about bigs.

Ami Summers
I love that, I love it. And, you know, again, it just comes back to managing versus people, task versus people. When you’re when your environment is changing all the time, when your ideas are changing all the time when your team is changing all the time, when your ability, your perspective and your ability to you know, take on information is changing all the time. You’ve just got to be so agile, you need leadership skills, and you need that orientation towards the humaness versus getting rigid on the task, you know, managing the thing. You’ll be completely disappointed all the time. Small Business Land because there is no way to manage the task? No, it’s it’s a, it’s a losing battle that took us will be forever. So yeah, it does need those human focus leadership skills, that’s for sure.

Nicole Smith
And I’ve noticed with my humans in my team, when I am changing and shifting, and I have been doing a lot of the recent months, between all the learnings and knowledge I’ve been acquiring, they tend to reach out to me more when they could feel that transition happening. And so for me, I found what’s really important is really investing in that connection time with them one on one, and just being able to have those conversations and not really will reassure, maybe that’s not the right word, but just clarify what’s going on and where we’re heading, and why this is shifting and changing. And I know that I’m getting better and better at managing my own change, which I can see that reflecting with how the team are reacting to it as well, or taking it on board.

Ami Summers
And you mentioned something earlier in the week about that, that I hope you don’t mind me sharing, but you know, that idea around your response time to change or to newness, or to that feeling of overwhelm has gotten shorter and shorter. You know, you you’re getting that what that tells me is you’re just getting more skilled at, you know, at leading that change, that agile thinking, you know, that entrepreneurial set of skills, that’s, you know, it’s just about being able to kind of buffer yourself when things do change, to be able to honor that. And, you know, even though it’s hard and you want to run away, and you want to fight it, you know, fight or flight kicks in, you were mentioning that you’re you know, you’re able to do that in a much more efficient and quicker resolution now, which I think is that is the key, isn’t it? You know, we’re never going to be able to do this perfectly. It’s just, you know, how quickly can you move through those stages, while honoring what’s coming up? And you know, the emotions, etc? And how quickly can you get to that resolution? How quickly can you get to the place where you can respond. And that’s the skill, that’s the skill in it. And you can’t really do that, as successfully if you’re deep in managing task, you know, it will feel harder. So, yeah, that’s, I think that’s what you’re experiencing that you’re moving away from them.

Nicole Smith
Yeah, that’s right. Well, your resources, when you’re so heavy in the task sector, your resources, do do do da da, da. They are. But when you’re in the other space, you do have that more self-awareness. And to those listening, there is no illusion here that this is a learn the skill and its overnight, it’s instantly your new way of operating, right? This has taken months, months of awareness, and probably a year or so to be fair, I’m just getting quicker every time a thing happens quicker at being aware that it’s happened. And knowing how the skills I can use to move forward. What’s the thing I have control of next, what can I do now in this situation.

Ami Summers
And you’ve done that by you know, really exploring your humaneness versus setting up a great system or sitting and managing the task. Absolutely need that as the support to that humaneness. But you’ve gone that next level through focusing on your your own leadership, which is really encouraging.

Nicole Smith
It’s really exciting. You see that in yourself? Yeah, you know, because you look outside at all these fabulous humans doing fabulous human things and you’re like, check them out. They’re amazing. Look at what they’re achieving, look at their fabulous teams. And then you look at yourself in the mirror and you’re like, I want it but I’m doing it to like this is this is exciting.

Ami Summers
And I think when you start feeling different and like you said, you know when you move through those stages that used to stick you like you’re walking through mud, and you’re able to just skip over them. That’s such a great feeling to, to be able to go I see you mud, but I know how to get through you a little bit better than I did 12 months ago. So, I’m not going to get stuck. This time. I’m just going to honor you as I walk through you.

Nicole Smith
My sparkly trainers are staying clean. Thank you very much.

Ami Summers
Am not sacrificing those sparkly trainers. Exactly.

Nicole Smith
It’s just such a world isn’t it leadership and all of the things that you You can investigate and look into and find what aligns with you. I know that that’s why I chose to come and work with you. And because as much as beautiful, fabulous business coaches out there, I knew for me, the power would be to work on me. So, I’ve had that evidence before and previously just like skills training that I did many pre-business, this is when I was employed human full time still. And the evolution I saw in just a really short time. It’s amazing. So yeah, that’s why anyway, but I don’t know if we told you that. But that’s why there we go. Now, I know, we have obviously worked, you’ve been our client as well, for a little time.

Ami Summers
Absolutely. Yes.

Nicole Smith
I would love if you’re happy to share a little bit about what we’ve done together. And I guess why, and when you realize it was the right time to look in on that sort of management operations lens to be able to allow you to do your fabulous things over your side.

Ami Summers
Yeah, absolutely. I’d love to talk about that, because it’s definitely changing our business for the positive at the moment. Again, I think the decision, the catalyst for that decision was again, just demand outweighing supply suddenly, you know, we manage up to, you know, at any one time, we’re managing up to sort of 25, one on one customized coaching plans. So, everybody’s process is completely different. There are common elements, but everyone’s starting whenever they like, everyone gets a customized design for their coaching plan to meet their need, you know, we listen really deeply at the start of the design process. So, we’re meeting your objectives, and we’re designing a plan that’s going to get you the outcome that you have asked for. And, you know, we just got to the point where the mental load you can imagine, of 25 to 30 active clients at a time, all in different processes, all at different stages, all, you know, experiencing different content with us, going through different diagnostics, is mind boggling, you know, so, you know, our build with you. And the work that we’ve done with you has helped so much with that, you know, click up has been such a great tool. And I feel like finally, after, you know, spending so much energy and time into getting the build, right, I feel like I’m now suddenly seeing it, working and seeing it make our lives easier, but also make the client’s lives easier. So, as you can imagine, when you’re coming on board, for one on one coaching, you’re feeling really vulnerable, you feeling like it’s a you know, it’s an investment, you’re feeling a little bit apprehensive or nervous. So, it’s super important that our systems and our processes support the client really well to do what, or to make that experience as positive as possible. Because as you can imagine, if there was a mess behind the scenes, and we were missing things, and things weren’t streamlined, that’s just going to add to that feeling of apprehension for you, as a client. So it was really important that we got that part of the business just working so beautifully smoothly, we will working with ClickUp before we got you and the team on board, but you just unlocked so much potential in the software, but also the systems that we had set up, there was still so much manual processing, and therefore, you know, we needed so much administration support to get that right. Whereas now I feel like you know ClickUp’s starting to create a real freedom of thought for us and allowed the humans in our business to do what they do best. Yeah, connect with people customize things, meet them where they need to and then we lean into ClickUp to actually just you know, just create that really solid bedrock or and foundation for the workflow and the process to unfold. For me that is just the ultimate combo, and you’ve really helped us to unlock that. So it’s been such a great experience. And now I feel like, as you know, you know, you know a little bit about the, the behind the scenes of our business. It’s just starting to work so beautifully, and I can see it, you know, even in three months’ time, just allowing things to just flow so naturally and you know, for our admin team to just be focused on the great customer service and not to have to worry about the task.

Nicole Smith
Yeah. And that’s, that’s moving tasks to people, right? It’s that the focus can be on the people, which is, which is what your business is all about. And I can say from, yeah, 100% have visibility of the the inside workings. But when I’m got my eye on the client experience on from the moment of doing the form and seeing all those automations, and the emails come through, and just the process if I do say so myself. You take credit for that.

Ami Summers
Absolutely.

Nicole Smith
It was your system that we enhanced together, but it was a beautiful.

Ami Summers
We enhanced it. Yeah.

Nicole Smith
A beautiful experience from this client-side. And it was a real beautiful moment to experience that with a different eyes on it, not from a build eyes, but from a client eyes. And especially because I know how focused you are on the human side of that side. So…

Ami Summers
Yeah, that experience, is everything. So, you know, we will make really big, big decisions in our business around what our client needs. Because yeah, without our clients trust and support, we we’ve got nothing. So, they’re everything.

Nicole Smith
Yeah, that’s right. And we’re pretty fabulous. If we do say, it’s wonderful. Is there anything else before we’ve got three questions that I always ask our fabulous gets to wrap up the episode, but is there anything else you’d love to share with us from human-centered leadership or anything, that little nugget of joy, you want to leave us with probably,

Ami Summers
I could just point your listeners to a few resources that might, might help them. And maybe you can put these in the show notes as well. So we’ve got a great post on social media around the differences between managing and leading. And I’d like to, you know, share that again, because it’s a great summary of what we’ve been talking about. And a really good thing to just sort of get your your mind across as you’re moving into, you know, that next stage of leading your business. So that would be probably one thing that I would like to share. But also, I would love to share some further information about the LSI. Because I think you don’t even need to do the diagnostic to get some value out of learning about that tool, you know that so complex, or the that diagnostic covers the, you know, tests you for where you’re orientated, either, you know, orientated towards people orientated towards task. But it also helps us to start building some of those constructive thinking styles. That as a human focus leader, really, really important to value in yourself and also in your team. So just a little, kind of consider it a bit of a cheat sheet around just leveraging that humaneness in your business and getting to know the differences between people versus task. And the differences between when you’re responding from a place of fight or flight, or that stress response. Or when you’re focused on meeting your basic human needs. versus going into that thriving space. And focusing on, you know, your satisfaction needs. So about your creativity, about realizing your potential about connection with other people about strategic thinking, versus that really kind of task heavy, we’ve got to do what we’ve got to do, and we’ve got to react. So I’d love to share some info on that as well. Because that can really help people kind of place how they’re feeling or maybe what they’re seeing in their team or their clients. And just bring some of that, you know, those topics that we’ve been talking about into that framework, because it’s really powerful.

Nicole Smith
I can confirm it is very powerful, because this is the LSI’s what we did this week. And I’d shared with Ami on one of our calls and can’t remember what it was spoken so many times. It’s like an experience that I had a 4am wake up of a situation and the steps I went through where I landed, and what when we were looking at it I think we hadn’t even looked at my results at this point. And you shared with me, this is where you landed what a fabulous journey and being able to connect in with the wedge of the pie that where that result, where I landed, was a really great reassurance to see, okay, I’m moving through again, that evidence I’m getting quicker at processing those moments to get to where I want to, to head to.

Ami Summers
That’s it. And you know, it doesn’t matter what the journey is, it doesn’t matter where you go in the process of making those decisions or synthesizing that information, what matters is where you end up. So, I’m always saying to clients, if, uh, if you end up somewhere that you know, is probably not constructive, but you want to stay there for a bit because you’re really pissed off, or, you know, there’s a sense of injustice that you want to honor just can’t there. So set up a tent, just don’t build a house there, you know, and then choose where you want to build that house, you know, to choose where you want to camp tomorrow, but yet, never try and control where your brain needs to go to process something difficult. Just focus on where you want to end up. That’s the part you’ve got control over. The process is our complete, you know, reptilian brain that we don’t really have a lot of control over that we do have a control habit, have control over where we end up. So that’s what to focus on.

Nicole Smith
I love it. If anything, you take just done away. Oh, yeah, thank you. This has been I obviously love all of this. So, it’s funny whenever I have a guest on my podcast, it’s always beautifully aligned with where I am. So have a look back in the episodes and you can see my whole business journey right there where I’m focusing on all the things so that….

Ami Summers
I’m going to now yeah.

Nicole Smith
So marketing was important right then okay, there we go.

Ami Summers
That’s my homework.

Nicole Smith
There you go, enjoy it. Okay, so we’ve got these three fabulous questions that I asked all our guests. Are you ready to rock? I am ready. Amazing. What is your go to app that creates ease in your day?

Ami Summers
Oh ClickUp, Click up and Acuity. Those are two pieces of software that I am always so excited to pay the invoice. Yeah. Isn’t that an amazing feeling when you’re like, take my money. Take my money because you make my life so much easier. Honestly, those two working together is our dream.

Nicole Smith
A dream? Yeah. And that is the perfect feeling. You know, it’s like, yep, that’s a no brainer. Renew straightaway. High fives. Do it.

Ami Summers
Yeah, yeah. worth every cent. Yeah.

Nicole Smith
I love it. Obviously. I love ClickUp. So yeah. Okay. Are you think I know the answer to this, but are you an online paper or hybrid to do this level? Or just general lover?

Ami Summers
Has to be online.

Nicole Smith
Yeah. Okay.

Ami Summers
And that has changed over the years. But for me, if it is not within the system that I’m using daily, it will get lost. Yeah. So, I occasionally write down bits and pieces on paper to remember things or to just get really clear on what I have to do on one of my admin days. But generally, I don’t look at it once I’ve written it down.

Nicole Smith
Yeah.

Nicole Smith
Process of making the actual, creating action items versus, yeah, recording them there.

Ami Summers
Yeah, online all the way. So, I’m really in trouble, if one day we have like an internet apocalypse. Nic, my whole business will cease to exist, and I will probably cease to exist. But until then, I will run my life through an online….

Nicole Smith
Beautiful. That’s why backups and security it things are very important.

Ami Summers
Thanks for the reminder.

Nicole Smith
Yeah. So, what would you do if you created more space in your world?

Ami Summers
I would write books.

Nicole Smith
Oh, yeah.

Ami Summers
Yeah. So, I have written one book, but that’s that’s my retirement plan. So, I love writing. And it’s something that brings me joy. It brings me peace. I think I’m pretty good at it. And I would write books all day, every day.

Nicole Smith
Beautiful. Yes. Lovely. Amazing. Well, thank you so much for joining me on this fabulous conversation. Where can people find you because I know people will want to go. Who is this Ami Craft, Gucci. Where are you?

Ami Summers
Well, they’re welcome to, so they can find us on our website. So www.craftcoachinganddevelopment, it’s a long one, but it is, as it sounds, craft coaching and development dot com. And we are on Instagram as well, same handle as the website. So, at craft coaching and development, I believe we’re on Facebook, but you know how we all feel about that. And one of the best ways to connect with us, if you wanting to explore one-on-one coaching is to book in a call with me, or go through our, our online resources. So, we have a really extensive shop with things that can be purchased. And they’re a great little taster in regard to the work that we do. And a great starting point, they’re probably not more sophisticated tools, but they’re a great place to start. And then we’ve also got a very popular newsletter that we send out monthly, with a free coaching tool attached to that. And we have an online free coaching tool Resource Library as well. So there’s lots of ways to connect with us. If even if one-on-one coaching is out of reach. There’s other ways that we can help. So, yeah.

Nicole Smith
Amazing. I’m gonna put all those all those links in the show notes. So, in caps that or didn’t take time to write them down, hop on over to the link and grab the links, go and connect. I highly recommend, obviously. Thank you. Well, thank you again, for joining me today. I mean, this has been a fabulous conversation.

Ami Summers
Pleasure. Thank you. Thanks for having me.

Nicole Smith
You’re welcome. And thank you everyone out there for joining us today. Have the most fabulous rest of your week creating clever systems for your business. Bye now.

Well, there we go. Thank you so much for joining me today. It’s been such a pleasure having you on board. Have we connected on socials yet? If not, please come on over say hi, I’m on all the platforms at theartisansolutions. So, I’d really look forward to seeing you over there. And if you enjoy today’s episode, don’t forget to tag me and I’d love it if you could leave a review. And of course, share this with others so others can come and join us next time. All right, then everyone have a fabulous rest of the week. And until next time see you then.