Help My Small Business: How to Streamline Bookings & Use Data to Boost Customer Retention

Help My Small Business: How to Streamline Bookings & Use Data to Boost Customer Retention

Released Wednesday, 26th March 2025
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Help My Small Business: How to Streamline Bookings & Use Data to Boost Customer Retention

Help My Small Business: How to Streamline Bookings & Use Data to Boost Customer Retention

Help My Small Business: How to Streamline Bookings & Use Data to Boost Customer Retention

Help My Small Business: How to Streamline Bookings & Use Data to Boost Customer Retention

Wednesday, 26th March 2025
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Episode Transcript

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1:10

Welcome to the Lazy

1:13

C.O. podcast. I'm Jay

1:15

Lou. Join my conversations

1:17

with the entrepreneurs behind

1:19

the iconic brands we

1:21

all know and love.

1:24

Welcome back to part

1:26

two of our 100th

1:28

episodes. Celebration! Whoo! Technically

1:30

101 now. We are

1:32

interviewing your favorite beloved

1:34

podcast host. Me. It's

1:36

been riveting, we've been

1:39

hanging on by the edge of our seats. All

1:41

right, jump right in. No, not you. She's like

1:43

literally coming, she's like, these seats are so

1:45

uncomfortable, I'm sinking in, this is not flattering.

1:47

I'm not on the edge of the seat,

1:49

I'm well inside the curves of the seat.

1:52

She's like sucked in. Hot tip for anyone

1:54

ever sitting on a panel, you want to

1:56

sit on the edge of the seat with

1:58

your bum just perchedched and then. sit really

2:00

straight down. Anyhow, all right, did have to

2:02

do very little preparation for this because you

2:04

guys all sent these amazing questions via Jane's

2:07

Instagram. So I want to start off with

2:09

a really big one, which is what is

2:11

the most unconventional piece of advice that you've

2:13

ever received in business, Jane? I think everyone

2:15

knows that you're not special. Should I retell

2:18

it? 100% I don't, who is everyone? No

2:20

way. So go. Yes. This is actually from

2:22

my then boyfriend, our husband and our CFO

2:24

and general manager, is you're not special. So

2:26

basically, Waldi says this to me whenever I'm

2:28

in South Dow and I'm like, I can't

2:31

do this. Like, so the first time he

2:33

said it was when we were, he was

2:35

teaching me to drive at the ripe old

2:37

age of 26. And so I know he

2:39

had only like a manual car. I'm like,

2:42

oh, this is too hard. I kept like

2:44

your clutch stalling. I kept stalling. I'm like,

2:46

oh my God, for fuck sex. And then

2:48

I'm like, it's too hard. He's like, all

2:50

right, everyone in Europe can drive manual. What

2:52

makes you so special? You're not so special.

2:55

get over it you know he's just like

2:57

get over I'm not putting up with this

2:59

shit of you being like I can't do

3:01

this and he says this all the time

3:03

to my mom as well because she does

3:06

she's like oh your dad does like I

3:08

can't do this everyone has their roles it's

3:10

like no my mom's like I can't put

3:12

the kid's seat belt on because she thinks

3:14

the fingers are not nimble enough I'm like

3:16

what if there was an emergency you had

3:19

to get kid out of the car you

3:21

think you would think just learn how to

3:23

do it anyway so that's going back to

3:25

business yeah and and just to recap because

3:27

I really love that because you're not that

3:30

special doesn't mean you are not special it

3:32

just means it's actually an encouragement quote it's

3:34

like if other people can do it you

3:36

can do it too like that's the thing

3:38

over the weekend I'm running my own conference

3:40

and speaking to like literally like saddening beyond

3:43

say 600 people you know I've done talk

3:45

spoken at events of like 2000 plus as

3:47

well but like I was singing beyond say

3:49

on stage but like not singing like bad

3:51

wrapping yeah but anyway but yes I used

3:54

to have a few of public speaking and

3:56

that was another time oldies like well you're

3:58

not special people do it because I kind

4:00

of got traumatized from a bad incident in

4:02

high school where we try to put on

4:05

a play at orientation which is like orientation

4:07

camp is where you first really go on

4:09

camp to meet everyone and there was a

4:11

talent show and of all the things that

4:13

we could have done we did this play

4:15

and none of the things I said that

4:18

were meant to be jokes landed at all

4:20

so I had a huge fear of it

4:22

like I always looked at people who were

4:24

doing debating I was like wow that's so

4:26

clever that's so funny like I wanted to

4:29

do it yeah I didn't have the balls

4:31

to do it definitely looked on with envy

4:33

looks at people who did great speeches I'm

4:35

like wow I love what a good speech

4:37

can do for the listener. Never thought that

4:39

would be me. But then I think all

4:42

of a sudden when I business started doing

4:44

well, there was this opportunity to go on

4:46

Sunrise. We were on a panel of like

4:48

five essentially as like five young businesses to

4:50

watch. And you basically get we had a

4:53

one-one question, but I was shooting myself and

4:55

then I knew that at that point I

4:57

was like, wow, like these opportunities can just

4:59

come, you don't want the first time to

5:01

be something huge that you haven't had experience

5:03

in. So I'm like, we should just go

5:06

and get practice. I've gone on a tangent

5:08

about public speaking, but like, no sorry, my

5:10

point is it's like you want to be

5:12

able to like practice, you want to have

5:14

experience being nervous, you want to have experience

5:17

like doing it before. But basically, what are

5:19

you telling me like, look, you're not special,

5:21

people do public speaking on the time, you

5:23

know, because I'm like, oh, you know, people's

5:25

biggest fear is public speaking and like more

5:27

than death. It's like, like, like, like, like,

5:30

like, like, like, like, like, like, like, like,

5:32

like, like, like, like, like, more, more, more

5:34

than, more than, like, like, like, like, more,

5:36

more, like, like, more, more, like, more, like,

5:38

more, like, like, like, more, like, like, more,

5:41

like, more, like, more, like, more, like, like,

5:43

like, more, like, more, like I love that

5:45

so much. There's so much in that around

5:47

like self-limiting beliefs. And I heard this really

5:49

wonderful thing where somebody was up for promotion

5:51

at work and they weren't ready for it.

5:54

And then the manager said, well, if you

5:56

really think you can't do that, somebody else

5:58

will get it. This could be the person.

6:00

How does that feel? And the person immediately

6:02

went, well, hang on. If you can do

6:05

it, that felt worse, you know? So you

6:07

just have to somehow find that angle to

6:09

push yourself through, say yes, and commit to

6:11

the discomfort, and then if all fails and

6:13

you're still terrified, channel all these words, you're

6:15

just not that special. Yes. If 100,000 other

6:18

people can do it, you can figure it

6:20

out too. Nice. Don't limit yourself. That... is

6:22

an interesting question that I have. Bye. No,

6:24

that leads to another one. And I'm just

6:26

linking this up because everyone else is somehow

6:29

doing it, but it's still bloody hard is

6:31

the whole balancing act. So we're talking work,

6:33

career, being romantic with your partner, having a

6:35

family, having time for your exercise regime. There

6:37

was a lot of questions that came through

6:40

around how do you do it all? How

6:42

do you balance it? I'm not sure there

6:44

is a balance, but you're doing a bloody

6:46

good job. So talk us through a. do

6:48

you do feel like you're doing it all?

6:50

Definitely not and I really want you to

6:53

weigh in as well because you know you

6:55

are very senior in your role and you

6:57

have two kids and you're just coming back

6:59

from Matleaves so like how are you dealing

7:01

with the juggle. And you're all noticing how

7:04

she's like flipping a question around to buy

7:06

herself time. But yes, I've got a view

7:08

on this that like it's a little bit

7:10

of like work life integration. There is no

7:12

such thing as work life balance. I'm really

7:14

trying to make it work by going. So

7:17

okay, I work across multiple time zones. So

7:19

in the mornings when Australia's making up others

7:21

aren't away awake yet, that is actually when

7:23

I can take it slow and have breakfast

7:25

with my kids and drop them off myself

7:28

to drop them off myself to daycare. Race

7:33

the runners, race the sales, race the

7:35

sales! Captain, an unidentified ship is approaching,

7:37

over. Roger, wait, is that an enterprise

7:39

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7:42

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7:44

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7:53

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8:00

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8:02

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Parker.com. That's Warby Parker.com. So in the

8:17

evenings, I will have to be very

8:20

diligent, you know, time is tight, and

8:22

then I jump back on and close

8:24

out the day. So it's not the

8:26

nine to five concept of clear boundaries

8:29

on borders doesn't exist, but it's more

8:31

like a work-life integration. I still feel

8:33

like I am. I never have enough

8:35

time in my day. I hate that

8:38

feeling of there's like yeah 12 tabs

8:40

are open in my brain and things

8:42

not done. The multiple tabs is like

8:44

I feel like everyone can probably relate

8:47

to that regardless of whether they have

8:49

kids or not. Just I think it's

8:51

just at this age. I think it

8:53

is all about like when you do

8:55

think you're naming one thing you are

8:58

dropping another and then you have to

9:00

just like it's just this like adjustment

9:02

act like literally recently. when was the

9:04

last time we were on date night?

9:07

And it was our anniversary in October,

9:09

our wedding anniversary. And it was like,

9:11

oh, far out. So now we've, we've

9:13

had like three in the last, you

9:16

know. You're over competition. I'm trying to

9:18

make up a last time. But it's

9:20

like, and then you're open, you know,

9:22

I feel like you do let things

9:25

slip. And I feel like sometimes with

9:27

the kids, it's hard because one thing

9:29

I say, it's just like, sometimes you

9:31

get more instant gratification, you get more

9:33

instant gratification, It's so stupid that like

9:36

finishing your slack messages, having like clearing

9:38

all of your slack messages gives you

9:40

this instant gratification, but like really you're

9:42

just chatting about shit with your colleagues

9:45

sometimes, you know, like it's not that

9:47

important, you're not saving lives. That is

9:49

such an honest observation. because I think

9:51

there's actually a research that shows that

9:54

endorphins get released when you finish a

9:56

task. And so it's that's quick stuff,

9:58

but really your inbox, your slack messages,

10:00

that's someone else's to do list, or

10:03

you just get sidetracked. You can get

10:05

caught all day just being on slack

10:07

or just talking about work. When the

10:09

really big important stuff, that's not necessarily

10:11

urgent. But it's so critical that you

10:14

put the big blocks in first. So

10:16

talk us through, like, how does the

10:18

lazy CEO, that is literally your hack

10:20

in life, kind of work that out.

10:23

What are the rituals or habits that

10:25

you have to make it somehow all

10:27

work? So it doesn't fall apart. Basically,

10:29

Wildie's general manager, so everyone writes priorities

10:32

on a Monday and send them to

10:34

him. Yeah. All the teams then. do

10:36

their priorities for their managers. And something

10:38

well introduced like a few months ago,

10:41

I actually sent him my priorities. And

10:43

it actually does really help keep me

10:45

on track. I'm focusing on the important

10:47

things because then you go, oh man,

10:50

what happens more often than not is

10:52

like, I'm like, oh, I didn't work

10:54

on this thing that I put at

10:56

the top of my list because I'm

10:58

doing all these other things. Then you

11:01

go, okay. for sure I want to

11:03

get the sun this week. And then

11:05

you do. You know, like you go,

11:07

when you miss like an important task,

11:10

you're like, okay, I'm not going to

11:12

let that happen again. So that really

11:14

helps at the start of the week,

11:16

because then I'll also do Gemma's priorities.

11:19

So then I'm like making sure everyone

11:21

is working on the right things. I

11:23

do the nanny's priorities because she also

11:25

helps with like a lot of admin

11:28

household tasks. Make sure she's working on

11:30

things, working on things efficiently. that all

11:32

done. So I go into the week

11:34

running, like I don't need to like,

11:36

and I also plan my outfits. So

11:39

at the start of the, that's why

11:41

today it's like 30 degrees, but I'm

11:43

like, oh, I'm wearing like pant and

11:45

a jacket, like I've already got my

11:48

look, I'm not going to like, the

11:50

amount of time you spend on the

11:52

Saturday being like, what am I going

11:54

to wear? That is such a waste

11:57

of time? jobs, you like that. Yes.

11:59

Or Elizabeth Holmes. But he just, you

12:01

know, removes, it's decision fatigue, right? He

12:03

removes that whole outfit decision out of

12:06

his life, but you know, as someone

12:08

that runs the fashion business, I can't

12:10

let myself go like that. Anyway, so

12:12

I plan my whole outfit out so

12:14

I don't waste any time at all

12:17

during the week. Basically everything gets planned

12:19

at the start of week and I

12:21

just hit the ground running. I love

12:23

that so much and I think that

12:26

the fact that you're essentially eating into

12:28

your weekend because you're doing it on

12:30

the Sunday which a lot of people

12:32

still consider as their weekend but you

12:35

are so disciplined about every aspect of

12:37

your life not just the work calendar

12:39

that the private the people that work

12:41

with you that are immediately influencing your

12:44

success as well as things as food

12:46

or your outfits. It's all taken care

12:48

of. So on Sunday night, you go

12:50

to bed, you're like, put that ring

12:53

on, put that mask on, I'm ready

12:55

for the week. You sleep better. But

12:57

this is like, even Gemma, she was

12:59

like, she has time in loop for

13:01

helping at Bichcon. And she's like, oh,

13:04

I'm not gonna, she was going to

13:06

take it on a different. You know,

13:08

like, you can't actually relax and enjoy

13:10

yourself if you're just not kind of

13:13

like set up, Normally, what I do

13:15

is when I say I manage my

13:17

calendar, I also do what's called time

13:19

blocking. So I put it on my

13:22

tasks. Now, because I'm like trying to

13:24

plan for next week, I never forget

13:26

tasks, but I forgot to put in

13:28

time for this podcast. But it's because

13:31

I didn't put it in my calendar.

13:33

And I'm like, that's when you panic.

13:35

Whereas had I actually put that task

13:37

to prepare for this in my calendar,

13:39

although I think I'm doing pretty well.

13:42

actually getting my hair down. I would

13:44

have shoveled things around and like moved

13:46

things around to make sure it happened.

13:48

So I never get into that panic

13:51

state. Yes. But I did because I

13:53

fucked up and didn't put my calendar

13:55

with the first times ever. So your

13:57

calendar is your life. Love it. You're

14:16

realizing something was missed. This is

14:18

unexpected, curveball, and you reframed, you

14:20

kind of found a positive space,

14:22

and who was a famous Iron

14:24

Man that said, the conditions are

14:26

always perfect. You just meant, this

14:28

is how it is now, and

14:30

I can work with that. Yes.

14:32

I love how you just, you

14:34

snap yourself out of the pain,

14:36

you feel the pain, and then

14:38

you move on. Yes. To bring

14:40

us to the last question of

14:42

this podcast. This one is actually

14:44

a bit heavy and I'm deeply

14:46

curious what your answer is. I

14:48

can't believe I've never thought about

14:50

it. But do you get trolled?

14:52

And if so, how do you

14:54

deal with it? I don't actually

14:56

think I get trolled. I don't

14:58

think so. I will say I

15:00

moderate my questions. Yeah, I moderate

15:02

a lot of the comments. Yeah.

15:04

And I often delete things. Oh.

15:06

But what are they? Because I

15:08

know. Where were they before? It's

15:10

a since you started. Yeah, it's

15:12

a Tiktok situation. I don't think

15:14

you get trolled. That's not getting

15:16

trolled. No, I was going to

15:18

say, I don't think you get

15:20

trolled in the scheme of things.

15:23

I think you get one or

15:25

two few comments that are not

15:27

from people who don't know me,

15:29

right? Yeah. It's always from someone

15:31

that I think is not educated.

15:33

it's really not troubling it's almost

15:35

fueling the fire algorithm. Oh my

15:37

stop right here for one second

15:39

and then I want to hear

15:41

what you're going to say Gemma

15:43

but this is so interesting instead

15:45

of letting it get to you

15:47

your brains are naturally reframing the

15:49

validity of how much weight you

15:51

to give this? Like you're saying,

15:53

actually, I do not care for

15:55

the view of this person, therefore

15:57

it's not even trolling because you

15:59

don't get to me. And secondly,

16:01

you are like, you are helping

16:03

me because you're helping with my

16:05

engagement. I am okay with that.

16:07

That is such a spectacular way

16:09

of reframing. No wonder you don't

16:11

get trolled, because you're like, this

16:13

isn't trolling, this is helping me.

16:15

Yeah, I think trolling is like

16:17

someone who's like, is someone who

16:19

follows you, knows who you are,

16:21

and then sees like, I plot

16:23

whole, you're actually a dick. Actually,

16:25

I know her intimately, and she's

16:27

actually like this. That's trolling, I

16:29

think, in my opinion. They're not

16:31

too serious, right? Like, I'm not

16:33

too serious. They're not too serious.

16:35

People who actually do follow me.

16:37

I remember the first time I

16:39

got a daily mail article, and

16:41

it was just like, literally just

16:43

a write-up about my story. And

16:45

the comment section, I don't know

16:47

why I chose to read it.

16:49

It was so hilarious. of poor

16:51

and I'm creating jobs like what

16:53

I'm like oh my god you

16:55

know if this article had no

16:57

comments it means like no one

16:59

has really read it the fact

17:01

that it's gone so far and

17:03

wide it's gone to not just

17:05

people who go oh I know

17:07

Jane Lou I've heard of Schopper

17:09

I want to read about her

17:11

article it's gone to like the

17:13

rando's out there who are like

17:15

oh that's interesting that means the

17:17

reach is far and wide I

17:19

don't really honestly think this far

17:21

but this is what everyone says

17:23

is like if they're the type

17:25

to write things and what's wrong

17:27

with them, they're going through a

17:29

lot more. Because I don't feel

17:32

trolled, I don't really think that,

17:34

but that does make a lot

17:36

of sense and that is a

17:38

really good point. Love that. Okay,

17:40

so... But also this is not

17:42

an invitation for people to troll

17:44

me. I don't like... You just

17:46

like, bring it. See, it's... It

17:48

was a super super nice insight.

17:50

So thank you so much for

17:52

sharing. Like I love the worldly

17:54

quote, you know, like you're just

17:56

not that special. If you're doubting

17:58

yourself, just push through and, you

18:00

know, just to say yes and

18:02

do the things early on that

18:04

make you nervous because they will

18:06

give you experience for the really

18:08

big mega moments when it matters.

18:10

I love how. discipline you are

18:12

around on the Sunday, you set

18:14

up every aspect of your life

18:16

so you can thrive in all

18:18

areas. And then I love the

18:20

whole piece around how much time

18:22

and mental headspace you're giving the

18:24

negative energy that comes at you

18:26

and how you either very quickly

18:28

reframe because trolls are causing engagement.

18:30

Thank you very much. But also

18:32

how you just have a very

18:34

level, clear idea of that person

18:36

does not get to define who

18:38

I am. Super special. Thank you

18:40

for sharing. I think everyone else

18:42

got a lot out of this

18:44

as well. What a great summary.

18:46

I feel like I, you know,

18:48

I wouldn't eat you every episode.

18:50

Just to summarize. I'd be like,

18:52

download transcript, upload your chat DVD,

18:54

give me this and bullet points,

18:56

but no. You just, you just

18:58

did it yourself on the car.

19:00

That's amazing. Well, Pontifam, thank you

19:02

so much for sticking with me

19:04

for a hundred episodes. What a

19:06

journey it's, what a journey it's,

19:08

what a journey it's been on.

19:10

Feedback is a gift. We'll talk

19:12

about that one day next time

19:14

Jude's on we're going to talk

19:16

about leadership and feedback. Anyway, thank

19:18

you so much for the support.

19:20

Thank you for listening and having

19:22

me in your ears, all my

19:24

nasally winding voice. Thank you so

19:26

much and here's the next 100.

19:28

And thank you Jude. Pleasure. Okay,

19:30

that's it from me for now.

19:32

Thanks for listening and don't forget.

19:34

You can now watch the full

19:36

podcast episodes on my YouTube channel

19:38

called You Guess It Lazy CEO

19:41

channel. And if you're loving the

19:43

podcast, don't forget to follow. And

19:45

you can do me a huge

19:47

favor by leaving us a review.

19:49

And if you want more, you

19:51

can join the conversations on the

19:53

podcast Instagram at the Lazy CEO

19:55

underscore podcast, all linked in the

19:57

show note. Catch you next Tuesday.

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