Kristin Pappas

When I meet with a strategy client, I start by getting to know how they operate day to day. I want to understand their workflows, what's working and, just as important, where things are breaking down. We really dig into their pain points. What keeps landing back on their plate? Where are the the bottleneck? Which tasks are draining their time and energy? 

A lot of times, those pain points come from one of two places. Either there's no real process in place, just a lot of "I'll handle that" tasks that slowly start to stack up, or there is a process, but it's inconsistent. It leaves room for questions, gets handled differently depending on who's doing it, and ultimately still finds its way back to the owner. Both scenarios create problems, and both are opportunities for improvement. 

Regardless of why the pain point is a pain point, we have a starting point from which we can build workflows that are efficient and sustainable while giving business owners their time back. The cool part? It doesn't stop there. There's a trickle effect: it frees up mental space for business owners to focus on the heart of their business, it boosts team productivity, and it creates a better, more reliable experience for customers and clients. 

In the end, I'm aiming to put systems in place that actually work so owners can step out of the tasks that just keep them moving and focus on the tasks that allow them to grow.... 

or go on vacation. I'm a big fan of both. 

Jennifer Jackson

How I think about strategy in the day-to-day

Strategy is something I’m constantly thinking about (Catan is my favorite board game), whether it’s the best route to take on a drive or how to get a team aligned, organized, and not missing key work. I see it as the foundation for everything. When the basics are structured well, it creates space for stronger, more creative strategy later on. If you get the fundamentals right, everything else runs more smoothly.

What I look at first with a new client
With new clients, I start by listening. I want to understand what they need, what they wish they had in place, and what is currently causing frustration or making them feel stuck in a cycle. From there, I like to observe how they actually use their systems and tools day to day. That often reveals more than any initial conversation.

Then we have a very real, straightforward conversation about what they actually need. We talk through where the gaps are, which ones will create the quickest return, and what is not worth their time right now. It is about prioritizing what will move the business forward, not just what sounds good in theory.

What’s usually missing when things feel unstructured

In most cases, there was never a clear plan for growth, or it was pushed off as something to figure out later. What is also often missing is accountability and consistency in how systems and tools are used. Teams tend to rely on quick, informal knowledge instead of documented processes. That works until it doesn’t. When key people are unavailable, performance starts to break down both internally and externally.

This lack of structure makes onboarding difficult, increases the risk of mistakes, and can create a fragmented team environment that affects retention. Investing time and resources upfront to plan for scale makes a significant difference. Strong organization and consistent documentation create a foundation that allows a business to grow with confidence.