The Business & Pleasure of Flowers
Join Vonda LaFever and Lori Wilson as they share expert advice, insider tips, and a whole lot of fun on all things floral. While everyone loves flowers, running a floral business can come with its fair share of challenges that might make you lose sight of the joy it brings. In this engaging and informative podcast, Vonda’s wealth of floral expertise pairs perfectly with Lori’s background in teaching, sales training, and life coaching to deliver valuable insights you can use right away.
From industry trends and the flower shop of the future to overcoming obstacles like boosting sales and building a stellar customer service team, they’ve got you covered. Discover how small shifts in your mindset and approach can create big transformations in your business and life.
Hit subscribe to put the pleasure back into your life, go back to loving flowers, find fresh inspiration, and bring the joy back to your business!
The Business & Pleasure of Flowers
Cliquer Spotlight: The Secrets to Success in Challenging Times with Michelle Jones
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Episode 089: If you're a flower shop owner you know it has many challenges. Our guest, Michelle Jones, owner of Flowers by Michelle in LasVegas, has thrived through the recession and the pandemic. Her floral journey might be like some, but her drive, her key to success and words of encouragement might be just what you need today.
Flowers By Michelle.com in LasVegas, NV
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I used a lot of the lessons I learned in the recession when COVID hit. And that fire, that determination to keep going, definitely, it was so interesting. It ignited.
SPEAKER_00Welcome to the Business and Pleasure of Flowers. We're your hosts, Vonda LaFever and Lori Wilson.
SPEAKER_03And we believe that business and fun are a perfect combination. Kind of like us, Vonda.
SPEAKER_00Good day, everyone. Thanks for joining us on the podcast today. This is Clicker Spotlight Day. And in our spotlights, we feature a Flower Click member who's also a Flower Shop owner, and they share a little bit about their floral journey. We feel there's so much to learn from one another and think you'll find some great takeaways from our special guest today. That would be Michelle Jones from Flowers by Michelle in Las Vegas. Let's listen to her story. Miss Michelle, we are so excited to have you with us here today. For our member Spotlight, Lori and I would just like to ask you a few questions. We just want to chat with you today and find out how did you get started in the floral business?
SPEAKER_02So I started when I was 15 years old, after school job, you know, needing to make a little extra money in a little flower shop. It's a small town, a greenhouse and flower shop. And then my family, I was in high school and we moved to Las Vegas, and I went to work for a flower shop around the corner and got a job, got hired right away, and worked for her for four years before I opened my own store.
SPEAKER_00Wait a minute. So you opened your own store after working in a flower shop for four years?
SPEAKER_02Five years. So I started at 15, I opened my store at 20. So the lady I was working for, she had a pretty good business going, and then family challenges and issues going on there. It really took a nosedive. And so I ended up being the last employee, me and the delivery driver. And so then she decided she was gonna sell it to another lady. And then that lady wanted me to run the flower shop. And I could tell she was a little flaky. So I declined and tried to decide was what I was gonna do, maybe be a dental hygienist or something. Anyway, so I went to go visit a friend in Washington, and and a week later the owner called and said, Hey, this lady turned out to be flaky, her check bounced. Would you be interested in buying my flower shop? And so, you know, I was only 20, I didn't have any credit. I mean, I'd bought a car and that was it. So um she said, This is a kicker. She says, I'll sell you all the assets for $3,000. That was the cooler, the vases, the tables, the register, you know, all that. Wow. $3,000. And I knew the landlord because he would come in to collect rent and she couldn't ever pay her rent. So I got to know him pretty well. So I called him and I said, Hey Art, would you be willing to sign this lease for me? Karen's offering this, you know, the inventory to me, and uh I could reopen the shop. And he said, uh, absolutely. He didn't even hesitate. I was so shocked. He said, Absolutely, meet me over there. So we went over and three days later I was up and running. It was crazy. I had to borrow a little bit of money from my grandmother to help me do, you know, first and last month's rent. I even had to get a co-signer because the power company wouldn't let me. Because you were so young. Yeah, on my own. So my mom had to run over there and help me with gas. So we were up and going three days later. And you know what's really interesting thinking back, I think it was one of those meant to be moments because back then, of course, before we had, you know, POS systems or anything like that, um, she used to get in the mail, she would get these little catalogs for her forms, for her flower forms to take orders. And um, I would be finished doing all the orders for the day. The shop was spotlessly cleaned, the coolers were filled, cleaned everything. So I would sit down and go through these little catalogs, and I started doing a little business plan for a flower shop. So I put together a logo, I put together the name, Flowers by Michelle, I did all of this stuff. I lined it all out just to be goof enough to because I had all this time on my hands working there. So when that call came, I had everything lined out. I that's why I was able to open in three days because I already knew what I was gonna call it, what my logo was gonna look like. Unbelievable. How I went, what style I was gonna go off of, and I had no intention of ever opening in a flower shop, but wow, that's just how I ended up 20 years later.
SPEAKER_01So 29 years later, you're right.
SPEAKER_0220, yeah.
SPEAKER_01Yeah. You know what? At that age, I think it's really awesome, and I love to see young people starting businesses now because you just don't have fear, you don't know what you could lose, especially with your parents, you know.
SPEAKER_02Right. No, you're absolutely right.
SPEAKER_01Uh $208 for my car and my insurance. You know, that was my life.
SPEAKER_03Wow. And so here's a question. So when you came went to your parents and said, Hey, I think I want to buy this business when you're 20, what was their first reaction?
SPEAKER_01You know what? It's really interesting. They were okay, they were all for it. They were very fitted, and I go for it. I think this sounds great. Now, hindsight, I talked to my mom now, and she says, I was a little bit worried, like maybe my daughter's taking on too much.
SPEAKER_02She said her other friends were complaining, you know, they're frustrated. I feel like my child needs to move forward, they're making bad decisions. Yeah, and you were thinking my daughter might be taking on more than she can handle. But the thought of ever failing never ever crossed my mind. In fact, I do remember the lady, the daughter of the owner, she said, um she said to her boss who bought flowers from us, she said she's never gonna make it, she doesn't have enough experience.
SPEAKER_01And then I thought, well, we'll prove you that. Exactly. You know, you can take those opportunities to yeah.
SPEAKER_00So, Michelle, 20 years. You were 20 years old when you started your business set is absolutely crazy. And when somebody tells you you can't do something, that just drives you even more, right?
SPEAKER_02It does, it lights that fire, you know. You wanna you wanna prove them wrong because you know, you know you're gonna succeed. Right. So go for it.
SPEAKER_00And it's like you said, you there wasn't a doubt in your mind you were gonna succeed.
SPEAKER_02No, I didn't. The business grew so quickly. So I opened on April 15th, my first Mother's Day. We did um, I think we did 16 deliveries. My mom was a delivery driver. She stopped and got ice cream, you know, through the day from her friend. And then we still laugh about it. And and I didn't have a delivery vehicle, of course. And so um, she had to go rent a van. They wouldn't let me rent a van to go deliver the flowers. So now we laugh because we're like 16 deliveries, we could have fit that in our car so easy, but we're learning so much. And anyway, by the time Valentine's hit, our first Valentine's, we did 180 deliveries. And I didn't know from my previous boss, I didn't know how to organize all of that. Her business hadn't done that, and so I didn't know all the prep work. Do you know what I mean? All those things that you need to do. Um, the the earlier processing, how much more I could have gotten done early on that I didn't.
SPEAKER_00Well, and you didn't know what you didn't know. That's that old phrase, right? Exactly right.
SPEAKER_03That's exactly what you were going through at the time, is what the industry and all of the marketing influencers talk about as far as you didn't know how to scale your business.
SPEAKER_01Yes, yes. That's what I read so much about. Making sure you can you're scalable. Yeah, that's great.
SPEAKER_02I knew a lot of things of what not to do from my previous bosses. I had two different bosses. I knew what not to do, but I didn't know what to do. So I really watched the successful florists in town to see what they were doing to get an idea of where I should be going, and then do my own thing off of that to make us different from them. So when did you decide to get a website? Okay, that was so early on. I don't even remember what year it was. My gosh, it was so early. I think it was even before 2000. Yeah, probably mid-90s. I think it was like '98, probably. And so he helped us set up this website, and then, but we didn't know what we were doing with any of that. And then he just took off. We couldn't find him. We didn't have the password, we didn't know how to run it. So here we had our website, but he was nowhere around. And then here's the irony: my my office manager, Emily and I were just laughing about this recently. I was sitting at the movies, and I was so not a confrontational person. But my husband and I were sitting at the movies, and all of a sudden, this couple came and sat down in front of me, and I went, Oh, it's him. It's him, the flaky website guy. So after the movie, I leaned over and tapped his shoulder and I said, Hey. And he turned around and had this shock look on his face. And I said, You have the password for my website, and I need that. And he goes, Oh, oh, yeah, you're so surprised. And I'll I'll get that for you. And he did, he got all the information to us, and then we took off from there.
SPEAKER_03I can't believe that's so funny. I hope that girl was on a date and she never, yeah.
SPEAKER_02So then we connected with Teleflora and got the website going early on, and been going ever since.
SPEAKER_03Ever since, yep. Keeps you going. Oh, well, that's a great segue because speaking of websites, you and Teleflora, you have won quite a few awards in your little area. We have, yes.
SPEAKER_02So let's let's talk about those. So we've done best of Las Vegas, the the Review Journal newspaper does a poll every year for all different businesses. Um, I can't remember. There's a tons of businesses. You get the gold, silver, and bronze um winning on that. And so we've won five years in a row. We've won the gold on that one. So it's a huge compliment, you know, that our customers and and some of them are just die hard. They get so excited about the voting, and they'll call in, you know, hey, what and I told everybody in my office, and we have followers, you know, it's fun.
SPEAKER_03Yeah, isn't that amazing though, Michelle? You you've won this five years in a row, and you started with 16 deliveries on your mother's table, right?
SPEAKER_02Like, I know our average day. I mean, we would do three deliveries a day, and my brother would come in after school, he was in high school, come in and deliver for me and do those three deliveries, or my mom would run over and do those three deliveries and get ice cream. Yes, you can go get ice cream, yes, and yeah. I remember when we hit eight deliveries, we're averaging, and I'm like, oh yeah, I'm going up against it. I have made it. Yes. So when I hear these shops that are just starting out, I'm like, oh, keep going. You know, the sky is the limit. You just gotta keep going, keep dreaming, make yourself different from everyone else. Yes.
SPEAKER_00I love that you were watching the successful shop in town, and then you were kind of like, okay, they're doing this. I can do this, but I can take it one step further, or I can make myself different than them. And that's what set yourself apart and really accelerated your business because of what you were doing. That's that's exactly what happened.
SPEAKER_02And you know, many of those businesses they sold, um, and then the people coming in weren't as successful. And so eventually many of them dropped out, and we kept climbing and growing and and started working more with other florists. Those have mostly sold off now. Um, but yeah, then you just have to find your niche and where your strength is and really what your customers want. I did watch a lot of the florists early on, and then suddenly, I not intentionally, but I started realizing I'm not watching any of the florists. I set my own standard, I had my own dream of what I want it to look like. I found um the feedback to be really positive with the customers, they were liking what we were doing, so so I really didn't. I, you know, I used to be one who would go in and look at other flower shops, and I still do occasionally, not too much here locally, but if I'm visiting somewhere else and I drive by a florist and it grabs me, my family go, oh no, we have to go drive by another florist, you know. But now the way it is, so much is online. You get inspiration off other people's websites or their social media, what they're doing on there, so you don't really have to physically go there anymore.
SPEAKER_00Yeah, that's true. So, what is your daily? So you went from an average of three to eight to now, what is an average number of deliveries you take a day?
SPEAKER_02Um average is around 50 to 55. Some days we'll be in the 30s, you just never know. I I'm always saying with that scheduling, there's my employees will say, Do you think do you think it's gonna be really busy on Friday?
SPEAKER_01Or Thursday?
SPEAKER_02Yeah, honestly, two weeks ago, like one day we had 27 deliveries, and then three days later we had 64. So I'm like, how do I gauge this? How do I even know? You just you have to be flexible, flexible, flexible.
SPEAKER_03Yeah, it's one of the F words in this industry. People need to understand. If you can't be flexible, adaptable, whatever you want that word to be, you can't sustain your business in this industry. For sure.
SPEAKER_02You can't stay in the box, you cannot stay in your comfort zone whatsoever. You know, back when the recession happened 12, 14 years ago, it was really bad here in Las Vegas, really bad. And what I noticed is that the florists who were willing to be flexible and go outside the box, outside their norm, they're the ones who survived. The others did not, you know.
SPEAKER_03Yeah, I think that's true. Well, and Michelle, I would say that um too during the last 18 months of COVID. There have been shops that we know of, not really any of our flower clip members, but there are shops that decided, you know what, I'm gonna, I'm just gonna shut down. And it's it's because they they couldn't be flexible. You gotta keep learning, right? Constant education, whether it's in marketing, design, sal, whatever it is, you got to keep going. Go, okay, how can I how can I pivot for this season of our of our life? And um many shops couldn't make the pivot.
SPEAKER_02Absolutely. I used a lot of the lessons I learned in the recession when COVID hit, and that fire, that determination to keep going, definitely it was so interesting. It ignited when our governor said, Well, businesses have to shut down, except for this business, this business, and this business. And then in the fine print in there, they said, if you're a small business, we encourage you to use your website and a delivery service. And so I thought, hmm. And there was about three or four different shops we kind of stayed texting, and what are you doing? What are you doing? Me, as well as one of our wholesalers. We were like, Nope, we're not shutting down. My husband said, Tell me how you are any different than an Amazon driver. How is your driver any different than an Amazon driver? So, although we had to lay off most of our employees for a couple of months, um, we had everybody back by the first of May. Going back online, and we did all the safety, you know, the distance deliveries, and people were wonderful when we did that. But yeah, that fire definitely ignited, and I thought, I am not shutting down. You don't know who you're missing with, you know. Right. Good for you.
SPEAKER_03Well, that kind of leads us to this next question. When your alarm goes off in the morning and you get up and head to work, what makes your feet point towards the door to go? Like what makes you all right, let's get out of here, let's go start our day.
SPEAKER_02You know, it's not the same every day. Some days it's kind of out of just out of responsibility. You know, I gotta tell you, we gotta do this. But mostly by nature, I'm a people pleaser. And for a while I thought that wasn't so good, but actually, I think it's a wonderful trait to have in this business because we want our customers to be happy, and so learning that that balance of pleasing them, making sure they're they're happy, and keeping us successful, we're not losing money off of it. That's where my right brain, left brain battled, and I hear that that's a challenge for a lot of designers.
SPEAKER_00It definitely is that that is a challenge because you do want to please them, but you have to make money. What you have proven and many successful shops is it is possible, right? It is so possible. You're making that person very happy with the flowers, but you know, you can succeed because you know what numbers you need to reach and you know what you need to do. And you have done that so well, Michelle. I mean, that's just and you get such satisfaction by going and making those people happy. Absolutely, yes.
SPEAKER_02And they have an amazing staff. You know, there's something when you're doing the interviews, there's something that I'm always looking for in them. You know, they say a that people's eyes are the the window to their soul or something. People who have that genuine, I don't know what it is in their eyes. They have a genuineness to them where you can tell they're not just being nice for their interview. Do you know and you get the vibe from them? Anyway, you want that first impression, whether it's over the phone or in person. So picking the right staff to have that represents you well, yes, is so important. Whether it's designers who customers don't always see, but but actually our customers interact with our designers a lot and they love to watch them. You know, they'll stand at the doorway or in the back room to see all that happening, and and they have that great interaction.
SPEAKER_00So it's mostly the interaction with the team, though. You know, when you're doing that interview, that person has to really work close with one another and be part of the team. So for sure, absolutely that that's a gift that you have. Lori has that too. She can really read people, and some people can't. And you being able to do that has allowed you to choose the right people that are on your team, which is so important.
SPEAKER_02So and we have a no-drama policy, and I'm not saying it's perfect by any means in there, but we nip it in the bud. We don't we don't accept it. I put say that in the interview, it's not welcome here. You communicate properly. If you have a problem, let's take care of it right away. And you know, of course, there's still some gossip and stuff, whatever goes on, but for the most part, but it's kind of interesting because sometimes when they first come in and start working for the first few days, they're our employees are very observant of what's going on because they're not always used to that, they're not used to that kind of an atmosphere. It's kind of like a detoxing.
SPEAKER_03Yeah. Well, I think what I like how what you're saying when you hire somebody is you you do set the expectations very clearly at the beginning. Yeah. So many times right now, shops are they're desperate for employees, or like our meeting we had the other night, you know, everyone's like, I need employees, blah blah blah. And so you just kind of grab whoever's applied, yet you didn't clarify your expectations at the beginning, no drama. If you have to change the schedule, you have to come, you know, whatever your rules are. Sure. If you don't get that in the beginning, they're gonna fail. And it's really kind of your fault, right? Because as the owner manager, it's your job to set that precedent and also to make sure every other employee that's already on staff is abiding by that so that new person can quickly look around and see, oh, okay, all right, this is how we're doing this here. I I either love it or I'm not gonna be a fit.
SPEAKER_02Absolutely. You have to have a certain standard, and I believe you have to raise the bar and you have to lead them. One of my employees said to me, and she's been in the business for almost 40 years and has worked many different shops back in the Chicago area. She said to me, and this is like the greatest compliment I think I've ever gotten. And I don't tell a lot of people because I feel like it's I don't want to be boastful or anything like that. But anyway, she said, Okay, you're not a boss, you're a leader. And I was like, Oh my gosh, we're doing something right. I needed a day because you know we get tired at the end of the that busy season, and I I I Thought okay, it was so awesome that she said that because that made me think I gotta keep going in that direction of leading and not that control of a boss, but setting the standard.
SPEAKER_03Um you're modeling, you're modeling for them your expectation. That's what a leader does. You just naturally do it. You're a woman of your word, whatever precedent you're setting for your shop, you're also following it. Yes. So many times we do a do as I say, but not as I do, right? There are shop owners in business, anything, yes, for sure. Exactly, exactly. So many owners will say, Hey, we're drama-free, we don't draw they're the most dramatic person in the room, right? So that's your leader, a good leader, that's one of the huge indicators of a leader, and you're for sure that and you set that expectation early. And I I love it, makes me happy.
SPEAKER_00So you've shared a few of the secrets of your growth, uh, Michelle, but is there some little nugget you could share with other flower shops and say this would really help you grow your business?
SPEAKER_02I always tell shops, do not underestimate the power of an awesome website. Put the money into it. I see on the different, like the Facebook florists, like who's the cheapest website company to go through? And I just think, of course, you want to you want to keep budget in mind, absolutely. But you want to get the most out of it, and you get what you pay for. And if you're going with a great reputable company, Flower Cluck is amazing for that Cami. She is so awesome with keeping our website going. You know, before the COVID, all that happened, we did we, you know, we switched over to Flower Click and Cami got us all set up. And I love the template, and our website's so easy to use. And I'm telling you, I think that really helped. We have customers who give great feedback all the time on our website and how easy it is to maneuver through, and the fresh designs that are on there that are different from everybody else in town. No one else has those. And so it sets us apart, but definitely the website, their first impression, your customer service, or whoever, whether it's your designer, whoever's answering the phone. It's like not one area of your business can can drop the ball. Whoever answers the phone, um, the designs and the delivery. No one can drop the ball because you're giving an impression in every one of those departments. So I always say website and friendliness. That's those are great. Those are great.
SPEAKER_03Okay. Speaking of flower click, Michelle, here's a question. Um, and this question is actually why we started our clicker spotlight. And it's because we, meaning us that work here, we have a hard time explaining to flower shops. Like when they say, What exactly do you do? Like, well, what do you want us to do? Like, what does that mean? And what we realized is our flower click members can describe in their words what we are way better than we can. You guys simplify because it's a little bit different, right? It's a little nuanced, depending on which shop you were talking to at the time. So if another shop was to call you and say, Hey, what's Flower Click? How would you answer that?
SPEAKER_02Okay, so I have told other shops about you. And this is how I describe it. I say that they are like your own personal consultant. You can go to them. If you don't have the answer, would you have the answer? I would say 90% of the time right away. If not, you go and research. You're always talking to so many different people. And Vonda, how many years have you been in this business? I mean 45. 45. See, that's awesome. Like that is like this plethora of knowledge, you know. And on top of that, Vonda, you've just chosen this team that's the best of the best, you know. I never got a college degree, but I did take a few business classes, and the best advice I got through all of that. In fact, it's the only thing really I remember. The professor is a self-made millionaire, and he said, You always hire people who are smarter than you. And so that means in those different areas, right? Monica just picked that up that website. So Cami does that, all that Lori does, Audrey does Ellie, everyone. So you have all these branches of knowledge, and this business is always changing and always evolving, and FlowerClick evolves with it. It's not just stuck in this little box of this is all that we have to offer you. Everything from social media and the website and educational tools and time management. I love all of this. And what's really great about FlowerClick as well, one of the wonderful things I love that you use is that you stick with those basics, the the strength for a business that we need to have. So a young person coming into the business or a person who's not been in this business, maybe they retired from their previous job and are starting in the floral industry, you need to have those basics, those keys for a successful business. But then you build on what's new, what's happening, what's changing in the world. And it's very beneficial.
SPEAKER_00You always have to go back to the foundation. I think that's kind of what you're saying. Back to the foundation, the basics, because that's what your business is built on. And then from then, always being trendy, always knowing what's next. And we always do try to look ahead, but it's like you said, it's challenging. But Lori will be the first to tell you, we so listen to our Flower Click members, too. And all of the input we get from all over the country really helps us continue to offer the best to everyone.
SPEAKER_03Right. I would say every piece of education we've ever put out there, whether it's our design school, our sales prep school, just our member webinars, it came about because of a need that either I heard or Vonda heard or Cammy. It's a couple of different conversations. And when we start having multiple conversations with shop owners about the same issue, that's when a webinar is created, usually, or it's inspired, right? That's not like, okay, we need to do something on this like time management. We've got to do some research and come up with some things that are adaptable for shop owners, our clickers, to use that makes sense, not super high crazy techie, but something they can actually implement that will make their lives better. And that workshop webinar came about because of this constant recurring theme of conversation I was having with people. Like, I'm I'm I don't have any time. Can we reschedule? I don't have any time, I don't have any time, I don't have any time. Like, God, this is a problem. We gotta help this, you know, we got to figure this out. All right, our last question. Okay. This question we ask everybody on the podcast, and the answer doesn't even have to do anything with flowers or the industry. It can be anything, but what is inspiring you right now, Michelle?
SPEAKER_02Okay, I'm glad you asked that because actually, after coming out of busy season, I was tired and getting burned out, and so I was looking for inspiration, and I found that it's not in just one area, um, it's in a lot of different areas, which is good because it meets all of our personal needs as well to keep us going. I listen to a lot of podcasts and I'll listen to travel. I listen to podcasts while I'm getting ready in the morning because I'm not one to sit down very much at all, so I don't read a lot. But I listen to an inspirational sports guy and he's awesome. I love to listen to that. I love to listen to Flower Click. I actually listened to you this morning. It was awesome doing that. Um, something else that I've really found that I'm tapping into a lot more and paying more attention to. I have really, really wonderful friends, and I don't know why they chose me, why they chose me to be there. Brilliant people. Um, I have a friend who we talk every morning, you know, while I'm getting ready or while I'm driving to work, whatever. And that gives me inspiration because her life is totally different than mine. Um, I have a two other close friends that are brilliant, intelligent women, and I don't know why they hang out with me. I don't know why they talk to me. But I draw so much inspiration from them because their own personal lives and then their successes out in the world. Um principal, she's got her doctorate. She has so much knowledge from her experiences in life, and they're both about 15, 20 years older than me. They fill my cup, you know, every day, fill my bucket every time I talk to her. So that's where I'm getting inspiration, as well as um my husband and I. We we have side by side, we like to go out riding around and just enjoying in nature and being out and about and seeing how the world is in a different life than we live. Yeah, we really enjoy that.
SPEAKER_01Oh, I love that. It makes me want to go on a bike ride. Right?
SPEAKER_02And just talking to people, you know what? I'm noticing that people are starting to relax, at least in our area. They're starting to relax again. And I was just at the car wash the other day and started visiting with a gentleman. And I'm telling you, we walked away and I was like, I felt like okay, he just filled my bucket. And he said, excuse me, ma'am. He said, Thank you for visiting with me. And I said, Absolutely, you are so people have been lonely and it's weird in the world right now.
SPEAKER_03So you're so right. So we appreciate you so much. Thanks for being on. Oh, thank you. Thank you so much for listening to our podcast. We hope you enjoyed spending time with us because we enjoy spending time with you. If you did, make sure you hit that subscribe button or add the business and pleasure of flowers to your Google morning routine or your flash briefing on Alexa. We look forward to seeing you next week.
SPEAKER_00So please come back and join us and discover how a bit of knowledge and one small change in your mindset can take you to new levels in your life and business.