Across multiple Let’s Talk episodes, Elise Balsillie, Head of Thryv Australia and New Zealand, has weighed in on a diverse mix of business questions.
How to maintain sales performance without a CRM or large team
Elise argues that small businesses can maintain steady sales performance by working smarter with existing systems rather than expanding teams or budgets. She emphasizes the importance of a reliable rhythm, quick responses, and automation to manage customer interactions efficiently. Tools like Thryv can streamline communications and workflows, making consistency a habit. The approach involves small, repeatable actions that compound over time, allowing businesses to focus on growth-driving conversations.
How to know if your marketing idea will fail before you spend a cent
Elise advises small businesses to start small, stay focused, and rely on data for campaign validation. She suggests testing with a single audience segment, message, and call to action to create a clear test environment. Balsillie emphasizes beginning with a warm audience and tracking key metrics like engagement and conversion to identify promising ideas. Automated follow-ups are recommended to quickly refine and scale successful concepts.
The money mistakes that are quietly killing small business profits
Elise claims that small business financial problems often stem from avoidable habits like scattered systems and unclear forecasting. She highlights the importance of real-time visibility and centralizing information to prevent costly mistakes, using platforms like Thryv as an example. Balsillie also points out that late payments and inconsistent pricing are common issues, suggesting automated reminders and better tracking as solutions. She acknowledges the challenge of achieving financial stability but emphasizes the need for systems that keep businesses informed and proactive.
Can AI replace your marketing agency? We asked the experts
Elise claims that Thryv AI is significantly enhancing small business growth by transforming customer interactions into actionable insights. It identifies patterns from reviews and bookings, enabling precise marketing and improved decision-making. The AI also addresses overlooked areas like missed calls and unanswered inquiries, helping recover lost opportunities. Thryv’s platform integrates reputation management, communication, and marketing, allowing businesses to operate more efficiently without relying on traditional agency support.
Let’s talk about how founders stay motivated through the grind
Elise argues that business momentum erodes gradually due to misaligned priorities and neglected online engagement. She emphasizes the importance of aligning systems, communication, and marketing to reclaim drive, suggesting that automation and real-time insights can renew energy. A strong online presence, through well-managed reviews and consistent social media, builds credibility and connection. The trade-off is that without proper alignment and support, businesses may become overwhelmed and lose their initial spark.
How do you introduce digital tools without pushing away your oldest customers?
Elise argues that while businesses often digitize to save time, the true benefit lies in using that time to enhance customer service. She suggests mapping customer touchpoints to identify and eliminate slowdowns, such as through online booking or automated reminders. Balsillie emphasizes using digital insights to understand customer loyalty and act intentionally, highlighting that automation should create space for building trust and connection.
Letting AI handle customer service: Good idea or total disaster?
Elise claims that AI is a valuable tool for small businesses in customer interactions, such as chat support and appointment scheduling. She emphasizes that AI should be used with structure, strategy, and empathy, allowing it to handle routine tasks while maintaining a human touch where necessary. Balsillie highlights the importance of training AI tools to align with a business’s tone and values to reinforce, not replace, customer relationships. She advises mapping out where automation adds value and where human presence is essential to ensure AI enhances reliability and consistency.
How to win customers even when competitors spend 10x more
Elise argues that small businesses can succeed by leveraging agility, authenticity, and customer knowledge rather than size. She highlights the advantages of personal connection and reliability, which small businesses can naturally achieve, unlike larger companies that spend heavily on personalization. Balsillie emphasizes the use of technology and data to make informed decisions, turning everyday information into actionable insights. The trade-off involves focusing on speed, focus, and personal touch, using digital systems to enhance these strengths for sustainable growth.
Let’s talk about why so many new businesses run out of money
Elise highlights that new business owners often overlook hidden costs such as time and inefficiency. She notes that time spent on admin tasks detracts from customer acquisition, and using disconnected tools can drain resources. Balsillie emphasizes the importance of visibility and suggests streamlining processes and investing in integrated tools to protect focus and promote growth.
Let’s talk about how smart business owners really know their model is working
Elise claims that business owners often confuse busyness with profitability and emphasizes the importance of understanding true business performance. She suggests starting with cash flow management, as real-time insights into payments and forecasts can aid decision-making. Balsillie also highlights the significance of identifying profitable products and reducing time spent on administrative tasks through streamlined solutions. She notes that businesses with connected systems are more resilient to challenges like late payments, advocating for conditions that promote deliberate and sustainable growth.
Let’s talk about the finance habits that separate winners from losers in business
Elise argues that internal challenges, particularly financial discipline, are more destabilizing for businesses than external shocks. She emphasizes the importance of making cashflow visible and using integrated systems to avoid blind spots and ensure accurate financial management. Balsillie highlights the need for deliberate allocation of funds to maintain operations and build future capacity. She believes that clarity, consistency, and connected systems are essential for financial strength and growth.
How to break the cycle of attracting the wrong customers over and over?
Elise argues that saying \”yes\” to the wrong customer can cost businesses significantly over time, leading to mismatched work and delays for loyal clients. She suggests that implementing structured processes, such as intake forms and automated confirmations, can help qualify potential clients and ensure resources are invested wisely. By embedding smart systems, businesses can reduce strain and focus on customers who contribute to long-term growth.
What to do when your business gut instinct screams ‘danger’ at every option
Elise suggests evaluating business decisions like software tools, focusing on whether they connect, create value, or add clutter. She emphasizes clarifying business outcomes and evaluating options based on their ability to simplify processes, remove duplication, or free up time. Balsillie highlights the importance of integration, warning that decisions not aligned with broader goals can become burdensome. She advises considering whether choices build momentum or create friction, acknowledging that while risk is unavoidable, decisions that simplify and integrate are often most rewarding.
How to win at AI when you don’t have time to learn it
Elise argues that AI should seamlessly integrate into small business operations, enhancing efficiency without adding complexity. She highlights AI’s role in automating tasks like drafting messages, processing payments, and managing appointments. The main advantage of AI, according to Balsillie, is its ability to quietly optimize business processes, allowing owners more time for strategic growth.
How growing businesses can tame their SaaS spending
Elise argues that SaaS budgeting tools provide SMEs with real-time control and clarity that traditional spreadsheets lack. These tools integrate live data from various platforms, offering a dynamic view of spending by category, frequency, and ROI, enabling early pattern detection and accurate forecasting. They act as a financial early warning system, allowing businesses to optimize spending strategically rather than merely cutting costs. The main limitation noted is the gradual nature of overspending, which these tools help to manage by fostering discipline and precision.
What do repeat customers really want that most businesses miss?
Elise argues that while SMEs focus on acquiring first-time customers, they often overlook strategies for repeat business. She suggests that building customer loyalty doesn’t require more work but rather intentional actions like thoughtful follow-ups and consistent touchpoints. Balsillie highlights mechanisms such as streamlined booking systems and feedback collection to enhance customer experience. She notes that making re-engagement easy and removing barriers can lead to sustainable business growth by reducing the need for constant lead generation.
We asked the pros how businesses should really handle project management
Elise claims that project management software provides structure and clarity for SMEs by organizing tasks, responsibilities, and deadlines. It centralizes information, reducing time wasted on switching between tools and enhancing team focus and accountability. The software also benefits customers by ensuring smooth project execution, fostering trust and repeat business. For business owners, it alleviates the mental burden of tracking everything, allowing them to manage priorities and support their team effectively, which is crucial for growth and long-term success.
How can AI help small businesses read their customers’ minds?
Elise claims that AI enables SMEs to better understand their customers by using real-time data and patterns, moving beyond guesswork. AI tools can analyze purchase history and engagement trends to tailor services and marketing with precision. An example given is a pet groomer using AI to predict appointment bookings based on various factors. The use of AI is presented as a way to build loyalty and improve customer relationships without additional manual effort.
How to quickly turn complaints into customer wins
Elise argues that customer complaints should be seen as strategic touchpoints rather than interruptions. She emphasizes that businesses handling complaints effectively unify their communication channels, allowing all messages to be addressed swiftly and consistently. However, she notes that speed is not the only factor; clarity, authenticity, and accuracy in responses are crucial for turning complaints into opportunities for loyalty and brand strength.
Late payments hurt. Let’s Talk about fixing them
Elise argues that small businesses should focus on setting an early payment tempo using smart systems rather than chasing payments harder. She highlights the use of automation to create seamless, branded payment experiences and the benefits of SaaS tools for real-time insights and personalized finance. A key shift is viewing payment as part of the customer experience, enhancing engagement and service continuity.
How to use CRM software to increase sales with a small team
Elise argues that small businesses can grow more effectively by equipping their sales teams with better tools rather than increasing headcount. She highlights that SaaS CRMs enable SMEs to scale sales efforts by providing visibility into customer interactions and automating tasks like reminders and follow-ups. This approach allows businesses to focus on meaningful customer interactions and tailor messages with authenticity. Balsillie emphasizes that these systems are user-friendly and designed for business owners who manage multiple roles.
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