In this episode, we're diving into the world of financial wellness with Randi Rose, the Co-Founder of Thrive Business Services. Randi brings a wealth of experience as an accountant and certified coach. She’s dedicated to empowering business owners to take control of their financial future after witnessing firsthand how many salon and spa owners struggle with understanding their numbers. Randi shares invaluable insights on how to make your business not just successful but sellable. We'll explore the essential steps every business owner needs to take to prepare for a future sale, ensuring that your endgame is as lucrative and stress-free as possible. Whether you're just starting out or have been in the game for years, this episode is packed with practical advice to help you master your finances and plan for the ultimate payday. Don't miss it!
Randi Rose: Do you know what you want your retirement to look like? Do you know how much this is going to cost? Really, we start with the end in mind. Knowing, what's your exit strategy? Are you going to sell? Are you creating legacy? Are you going to sell to your employees? Do you have children you're planning on selling it to? Do they have the same skill set that you do? All of those pieces come into play. And, what we love to do is help them create the structure.
Skya Jones: This is Skya Jones and thank you so much for listening to Last Client of the Day presented by Boulevard. I'm so excited to introduce our guest, RandI Rose, who is a co-founder of Thrive Business Services and an experienced accountant dedicated to helping businesses grow and succeed as a certified coach for inspiring champions. Since 2008, she noticed that many salon and spa owners struggled with their understanding of their financials. Randi's mission is to make business owners fearless in their numbers. In 2014, Randi and her best friend, Gail Goldman, founded Thrive Business Services, a virtual bookkeeping and client accounting company. They provide businesses with easy access to reliable financial information. Randi also leads Inspiring Champions’ Three-Day Cash Flow Camp, helping owners increase cash flow and profit. Randi has always been passionate about education and development. At 23, she was recognized as the world's youngest seminar leader for landmark education, and has since become a certified coach and life coach.
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Skya Jones: Thank you so much for tuning in today. We have such an amazing guest and I'm so excited to talk to the beautiful, Randi. Tell us a little bit about yourself.
Randi Rose: Skya, thank you first for having me on your podcast.
Skya Jones: Oh, of course.
Randi Rose: It's really an honor. Really appreciate it. I am someone who's really committed to people winning. I have been in this industry in some form or fashion since 1999 when I first learned that there was an industry. I did not know there was an industry and I just fell in love with the people. You can make a lot of money in this industry. I do not want to say that you can't, you absolutely can. But, unlike, say finance, you go into this industry because you have a passion for it. I have seen many people in this industry work for nothing, you know, kind of giving their time away. I fell in love with the industry. I fell in love with the people. I've done coaching for business owners in this industry. I was a certified coach with Inspiring Champions. I am one of the primary leaders with Inspiring Champions for their Cash Flow Camp program. I don't know that I'm really telling you who I am.
Skya Jones: No, I love it. This is amazing. You're doing great. How did you become interested in the industry? How did you break into it or what made you kind of want to get into it?
Randi Rose: I like how you asked, how did I break into it? Just sheer luck. As it turned out, I had moved cross country from New York City to San Diego and I met my best friend who's also my business partner. Her name is Gail Goldman. Shout out to Gail. Gail's in the house. She's tied in the back. I needed a job and she met somebody who needed someone who needed a job. They had a job. I needed one and I've got some mad office skills and she's like, ‘Hey, I think you should meet this person.’ So I wound up working with them and they provided business education to, at the time, we called it, the day spa and salon industry. It has now expanded from there. I just kept growing inside of that company. With my own background of being a trained coach and a trained leader, they were like, 'You should coach.' I said, 'I don't want to coach.' And then eventually, it was, 'Okay, you're coaching.' So, I just went up the ladder, learning more and more. My background is in accounting. I kind of stepped over that part. That's the building blocks, the fundamentals. So, my background is that I know numbers. I love numbers.
Skya Jones: That's huge because in this industry, we don't really love numbers.
Randi Rose: No, but numbers tell a story and numbers don't have to be scary. Really, you don't want to put a pair of scissors in my hand! I know how to use a round brush. I know how to use a diffuser. That’s kind of about it. But, I know numbers, and I know how to teach somebody about numbers in a way that has it not be scary, accessible to them, and they can go, ‘I now know what I can do with this.’ That just rocks my world.
Skya Jones: That's so important because in this industry, people aren't generally comfortable with financial reporting, numbers, and data because that's not what comes naturally to them. When you go to Cosmetology school generally, they're not teaching you business acumen. You're learning the hard skills of, ‘how do I provide a service?’ I think for so many of us, you just get into it and you don't really know. You're like, ‘I don't know. I'll figure it out. I don't really know what retirement's going to look like. I don't know how to do my taxes, but I'll just hope it goes okay.’
Randi Rose: Yes, and then at the end of the day, what happens? Something happens and they're left holding a bag that's way bigger than they can handle.
Skya Jones: 100 percent.
Randi Rose: So, we had an opportunity. As I was coaching in the industry, I kept encountering people who didn't have good information. They did not have the business acumen, they did not have the financial acumen, and they didn't have the financial literacy. I had previously worked with Gail in her former iteration of her business. She had a QuickBooks consulting business. I have an accounting degree and no QuickBooks. And I'm like, ‘I got an opportunity to do something and it's kind of bigger than me. What do you think?’ And the opportunity was to provide bookkeeping and accounting services for this industry. It was to really up level the financial literacy and level up what people are able to do so that they can retire, have the life that they want, have the work life balance, and get paid the same or more than what their employees were getting paid.
Skya Jones: Or even be able to pay themselves at all.
Randi Rose: Exactly.
Skya Jones: So, that was really what started the whole ball rolling. That was the birth of Thrive Business Solutions.
Randi Rose: That was the birth of Thrive Business Services.
Skya Jones: Services.
Randi Rose: You are not the first person to say solutions.
Skya Jones: I'm not good with letters or numbers. That's why I needed you guys.
Randi Rose: I have met very, very many savvy business owners, even financially savvy business owners. But, there are a number of people that went into the industry because they were creatives.
Skya Jones: Yeah, and I think for a lot of us who are more creative that don't do well in a traditional education setting and maybe struggled in school, cosmetology/aesthetics is so much more of a better fit then normal traditional college. A lot of people that have that more creative mind, they don't do well sitting down in a classroom. They're going to go that direction and that feels more natural to them. So, it makes sense, but you also have to understand your numbers. You have to be able to have that financial literacy so you can have that long term success.
Randi Rose: Yeah, a lot of what we found, as I've dealt with the industry, is that people are very good at what they do behind the chair. Really, they can be brilliant. They're really great at the money in. Bringing that money in, man, they are bomb at it! Whether it's selling the retail, whether it's upselling, whatever that is, they're fantastic at it, but they're not necessarily having the same comfort level with where the money's going. So a lot of times they'll have too much month at the end of their money. And it's like, where did my money go? And the softwares that people use out there like Boulevard, or the other software platforms, really do a phenomenal job at dealing with the money, marketing, inventory, all of those pieces but they're not necessarily designed to deal with the money out.
Skya Jones: Yeah, a lot of these tools, I've used QuickBooks, and it's hard to learn if you aren't familiar with it, if you aren't taught it by somebody else, or if you're just figuring it out by yourself. I think a lot of people who are in the industry look at it and they're like, ‘I don't get this.’ They can't spend the time when they're seeing clients for eight hours a day.
Randi Rose: I am the first person to say, I love having a clean house and I hate cleaning. I would much rather work for a shorter amount of time and pay somebody else who likes to do that to better use my time.
Skya Jones: As a firm believer in Instacart, I can't stand going to the grocery store. I'd rather work more hours and pay somebody to do it because I would rather have that time to do something else and just pay someone else to do what I’m not good at or what I don’t enjoy. I think that's a big part of all business ownership or entrepreneurs; they have to delegate what they're not good at and figure out, ‘I'm going to consult the experts on what I don't have expertise in and let them handle those aspects.’
Randi Rose: Yes. There is something I want to say to that though, because you're 100 percent accurate. But if you don't have transparency and you're just delegating something, how do you know that who you've delegated to is trustworthy? How do you know if there is some different action or strategy? If there's a pivot that I need to make? If that person is not (A) being transparent and setting up a transparent structure for you, and (B) educating you.
Skya Jones: Yeah, making sure that you understand what's going on in the background so you're able to make educated decisions.
Randi Rose: Yeah, I remember when, the last hairdresser that I started with, she was like, well, bring in everything you got. They did a TikTok of it because I brought in this giant satchel of stuff that I'd accumulated over the years. I didn't know that there was an expiration date on the bottom of things, because that's usually where the price tag goes. I never knew that there was this six months, twelve months, or twenty four months. Oh yeah, they just had a field day tossing all my crap.
Skya Jones: Yeah, it sucks if you don't use it. You got to give it away within the first couple months.
Randi Rose: But they had to educate me. They were like, okay, this is what you need to keep and this is how you use it.
Skya Jones: And you're like, great, I'll take that information and now I can do it.
Randi Rose: Absolutely.
Skya Jones: What are some trends that you're seeing? You've been in the industry for so long. Are there shifts or changes happening?
Randi Rose: I do see a couple. Prices have gone up and so business owners are looking at what are the different ways that they can recoup some of their bottom line. One of the trends that we're seeing, and technology has caught up for it, is sharing credit card fees with clients.
Skya Jones: Yeah, we have a feature at Boulevard called Offset, and I know since we released it, our customers and users have absolutely loved it because it is so expensive to provide these services.The big trend is passing those fees along to the consumer, the client of the business, to be able to help that business stay in healthy profit margin.
Randi Rose: Absolutely. So it might not feel like a lot, but let's say you'd pay $400 for your service. And for a lot of your clients, they pay more than that. And some people, it's less than that, but let's say it's $400. The client is going to pay $12, let's say at 3%. If I'm already paying $400, $12 is not really going to make the decision as to me changing my location or changing my service provider.
Skya Jones: Most people won't even look at all the fees that we pay on concert tickets or plane tickets. All of these different things add up so quickly. I think now we're kind of jaded to it a little bit; you're just used to seeing fees.
Randi Rose: Yeah, we are. We've got a little numb to it. If your focus is on customer service and the customer's experience, then they're not going to question that 3%. But if you're a million dollar business, 3% is $30,000 over the course of the year.
Skya Jones: And that makes a huge difference.
Randi Rose: Which makes a huge difference. So when you're looking, that's one of the places, right? (I always have to catch myself. I say ‘right’ and then answer my own question.) Another trend is compensation reform. We’re just going to deal with a commission location, medspa, whatever. You're really not going to have a hybrid in a medspa, but you will in a salon, in a spa, etc. It's very easy to go open up your own suite, but then they lose that connection. They lose the community. They lose what you get inside of a team environment. However, people want benefits. They want vacation. They want PTO. They want to be rewarded for loyalty or for longevity. So compensation is no longer just, okay, great, let's just do a commission. Or, whether it's a team-based pay or hourly. They want to connect it to different metrics or different benchmarks of people's performances.
Skya Jones: Yeah, and I think that's such a good way of incentivizing more of a team feel with things like those team bonus structures where you can incentivize your employees to be working with, ‘Hey, I'm going to refer you over to this provider that specializes in this and they're going to do great at this service.’ So then you're sharing those clients amongst providers. They're trying out different services, they're buying packages and memberships that are shared across the business, and not specific to just one provider. I've seen that as a huge trend.
Randi Rose: Yes, team-oriented, team-based pay, team clients has been very big.
Skya Jones: And I think too, the other aspects of what you're talking about with benefits, especially since COVID, I think people were like, ‘Hey, I want to know if I get sick, I have PTO to cover that if something happens or if I need surgery.’ For so long in this industry, there hasn't been that concern. It's kind of been like, well, if you get hurt and you break your arm, you're kind of screwed. Whereas now, it's like, okay, let's make sure we have insurance in place so you're taken care of. And in some states maternity leave still isn't even a requirement. So there's some places where it's really risky for those providers.
Randi Rose: It can be and we're in California. So California requires certain things.
Skya Jones: They're definitely the first of the frontier of making sure people are taken care of. I feel like whenever you refer to California companies, usually they're doing the best as far as benefits and pay goes and making sure they're following guidelines and rules.
Randi Rose: Yes, but there's different things that you can offer and provide that isn't necessarily just ‘okay, great. I do my service. Here's my paycheck.’ So, that's one of the trends that I've seen a good amount of.
Skya Jones: Yeah, incentivizing based on different performance metrics such as, how much are you utilized in the business?
Randi Rose: Yes. That's a whole other one. So technology, like I said before, has now caught up and now the business people are catching up sometimes to the changes in the technology. So when I started in the industry, I think 10 percent of the people had email addresses.
Skya Jones: Wow.
Randi Rose: 1999, baby.
Skya Jones: It's a good year. That’s when I was born.
Randi Rose: It's a great year. Is that the year you were born?
Skya Jones: Best year ever.
Randi Rose: So 1999, but come 2008 and you have the iPhone, everything is now done. You couldn't imagine. Do you get any mail? You probably don’t normally get bills by mail. You just get solicitations.
Skya Jones: Yeah, exactly. I don't check my mail really, other than to throw away the ads and different things you get in there.
Randi Rose: So, the other trend is using other softwares like Vish because you can really have control over your profit. Where is your money going?
Skya Jones: And it automates so much of the inventory process that prior would have been manual and you could have lost out on profits because it's eyeballed, people don't really know, or you're just guessing and hoping it's accurate.
Randi Rose: Or, it walks out the door.
Skya Jones: Oh, yeah. Yep. Yep
Randi Rose: Do you know what I mean? So, that’s the other trend. I don't know any business that doesn't use some salon software.
Skya Jones: You have to have technology. No one's calling and scheduling on pen and paper anymore. There were days when people were like, this is my schedule and this is my calendar and if that got lost they didn't know what was happening and now.
Randi Rose: I am that old.
Skya Jones: I remember, I've seen it, but I think now it's almost an expectation from clients that they can go online and schedule. They don't even have to pick up their phone and call and they can do it within a few clicks.
Randi Rose: Without question and they want to be able to do it on their phone, whether they want to do it with an SMS or they want to do it via text. They're not interested in, ‘do I have to go to a desktop, [what] do I click on, I don't want to log in.’ They want everything to be right at their fingertips. That's really the other trend. The front desk is one of the other pieces. With COVID, technology ramped up a little bit faster. It would have gotten there anyway, but it kind of got forced to be done a lot quicker. So you now have a lot more cashless, a lot more touchless, and contactless check in. We have clients that work with Boulevard and everything can be done right there in the program. You don't even need a person, not that it's bad to have a person, but it's a lot pricier.
Skya Jones: We see it trending. How can we remove inefficiency, whether it be you don't need somebody at the front desk all the time? So, during slow hours, maybe we're having contactless check in. It's definitely trending in that direction.
Randi Rose: Yes, and then we want to make sure that the front desk that you do have there is its own profit center and that they're upselling, and they're working with the clients for enhancements, add ons, retail sales..etc.
Randi Rose: …making the next appointments, really making sure that that customer experience is next level.
Skya Jones: I think that's really the direction. The front desk is transitioning to almost like an in-house sales expert or consultant. I've seen it especially in medspas where they're going in after the provider walks through what the client needs, and they're pitching packages and memberships. That way the provider can move on to the next client. The front desk or sales manager is scheduling, checking out, and then taking care of the client from there. So, it's definitely shifting from that traditional just front desk answering the phone.
Randi Rose: Very much so. Very, very much so.
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Skya Jones: What advice would you give to someone, let's say they are opening their business and they want to have it set up for long-term financial success. They wanna be able to retire or sell. What advice would you give to them?
Randi Rose: Right from the beginning, have a pulse on your numbers. Don't think, ‘oh, I can wait. I'm too small for this.’ Oh heck no!
Skya Jones: ‘I'll do it next year.’
Randi Rose: It's one of those things that you put your attention on that really does expand, and so when you don't put your attention on it, it expands in the opposite direction potentially.
Skya Jones: Yeah, and it can get out of control.
Randi Rose: Very much so. I'll tell you a story. We have a client, as it turns out, they opened up during COVID and it was sort of like, okay.
Skya Jones: Yeah, that's, I mean, that's a really hard time to open up.
Randi Rose: It was a very hard time to open up. They were in New York City, so they had some major restrictions and it was a high end salon. Right from the beginning, they had a pulse on their numbers. So, they knew they had to deal with their EIDL, their PPP, all of the things that everybody needed to deal with [during] COVID. But, because they've always had a pulse on their numbers, they started with us right from the beginning and what we were able to do for them wasn't just, okay, let's track the money in and the money out. We were able to work with them on the questions that they asked—things like, how many hours of front desk can I afford? Which you're like, Oh, great. ‘I can do that for you.’ They didn't know how to calculate that simply. We were able to do that simply. Let me know if I get too deep on this one.
Skya Jones: No, I love this.
Randi Rose: In December, you have a lot of money that comes in but it doesn't get paid out until January. You can't really look at your books from a straight, what they call cash basis, because your revenue is coming in one period and your expenses are going out in another period. So we worked with them. We have a management sheet tool that we created by answering the client's questions because all the clients have the same questions. So, let's just create a tool. Let's just do that so that they could see what was their compensation percentage of their income-producing staff versus they're non-income-producing staff versus their management team versus, here's the bigger one: you asked the question about people being able to retire. Their financial information has the owner's information broken out, because one of the first questions that a business broker is going to ask is how much of the revenue is being brought in by the owner. The owner is the thoroughbred, but the owner's not getting paid what everybody else is getting paid, because there isn't enough cash to do that so it totally skews the information. And then someone thinks, well, ‘my business is worth this’ and they learn the truth.
Skya Jones: If someone else came in and was being paid fairly for what you're producing…
Randi Rose: ...would you still be profitable? Nope.
Skya Jones: Yeah. The numbers are completely flipped.
Randi Rose: Completely flipped. I think the question you originally asked was, if somebody was starting a business, what would I tell them? Definitely be on top of your numbers, but also know what your end goal is.
Skya Jones: Yeah, I think a big thing that people forget in this industry is really planning. We were talking about it earlier, ‘I'm going to do this till the day that I die.’ And it's like, no, you want to retire, go to Mexico, live on a beach, and drink margaritas. You don't want to have to worry about being on time for your client every day for the rest of your life.
Randi Rose: There's even more to it than just that. Do you know what you want your retirement to look like? Do you know how much this is going to cost? We start with the end in mind, knowing what's your exit strategy? Are you going to sell? Are you creating legacy? Are you going to sell to your employees? Do you have children you're planning on selling it to? Do they have the same skill set that you do? All of those pieces come into play. And, what we love to do is help them create the structure so that they can go do what they do. We can build a structure for them and then educate them so there's nothing that we would do that they wouldn't know about. Just like you don't want to give me a pair of scissors, you wouldn't necessarily want to say, ‘okay, great, here is your information, now go do your taxes.’ Oh, hell no.
Skya Jones: Yeah, no, let the professional handle the taxes. Yeah, I think it's so important for people to prepare for that endgame even if they don't know exactly what it looks like, because when you're just getting started, even if it's just yourself, and even if you're just in a studio, you still want to plan for a future that you want to live, and you want to be able to make decisions in the beginning, like having your numbers. There's so many people that have gotten to the end of their careers and been great producers of income, but they don't have a way to show, ‘how can I make money? How can I sell this or create a legacy that's going to be beneficial for me?’
Randi Rose: Yeah, we really want people to work with the right professionals that educate them along the way. We relate to ourselves as shepherds of the journey.
Skya Jones: That's a beautiful description.
Randi Rose: Thank you. We are the shepherds of your business' journey. It's not so much, here's what's happened; but, then there's what are you dealing with right now, and then where is it that you want to get to. It really is creating that plan because not everything has to happen all at once.
Skya Jones: Yeah, it's a process.
Randi Rose: Very much so and who you're going to be five years into being a business owner is not going to be the same person that you're going to be when you first start out.
Skya Jones: It changes and you evolve so much.
Randi Rose: Without question. We consider ourselves your trusted advisor. We're not gonna be your only trusted advisor. We actually don't do taxes. We do controller work, we do bookkeeping, we do your internal accounting, but we don't do the actual taxes. We leave that to the CPAs because that's what they focus on. That is their jam. That is their wheelhouse. That is their lane.
Skya Jones: So fun doing taxes.
Randi Rose: I don't do my own taxes. I have a degree in accounting and I don't do my own taxes.
Skya Jones: That's saying a lot because I do my own taxes and I don't feel like I should be. I feel like this is eye opening. I should probably be paying somebody else to do it.
Randi Rose: The moment I bought rental property, I was like, mm, I'm out. That's what my CPA is for. Do you have a financial advisor? Do you have somebody that's looking at what your goal is? You want to have your team of people that really work for you and you don't need to buy more team than you're ready for. There are solutions out there like ours that will scale with you and grow with you as you evolve on your journey.
Skya Jones: Yeah, and more accessible to businesses that don't have the budget to bring someone on full time in-house where it doesn't make sense. Then, they're still able to access that level of expertise and support, so It's so important. You've told us some great stories, but we've been asking all of our guests if they have a story, whether it's heartwarming, funny, embarrassing, something, a story that's just a good message of the industry or reminder of the industry,
Randi Rose: You know, I was looking at that and I was like, there are so many.
Skya Jones: I'm sure they really are.
Randi Rose: I was like, ooh, I mean we had one that was a true bookkeeping emergency. Rarely, will you ever have a bookkeeping emergency.
Skya Jones: Oh, I want to hear it.
Randi Rose: You want to hear that one?
Skya Jones: Yeah, I want to hear what a bookkeeping emergency is.
Randi Rose: We had a client, we are their accounting department, and their manager got caught doing some stuff he shouldn't have been doing and it started to make its way on the social media. The reason it was a bookkeeping emergency was because we processed their payroll, so they needed to be fired immediately. While we didn't do that work, we introduced them to an HR attorney who could provide them the guidance that they needed and give them the language, dot the I's, cross the T's. For our job, we just need to give you your final check. That was the only true bookkeeping emergency I have ever experienced because that was timely.
Skya Jones: Oh, 9 1 1.
Randi Rose: Total 9 1 1. I literally took that phone call while I was on vacation, and I was like, ‘why didn't you call me as soon as this happened?’ They're like, ‘you're on vacation.’ I don't care. This is 9 1 1. The person who calls me and says, ‘hey, I'm buying a house at my mortgage broker and they need my financials for this year and last year,’ but, they never told us that they were in the process and they're a quarterly client. I haven't talked to you in three months and now your lack of planning is my emergency? Not an emergency.
Skya Jones: Don't call on vacation for that.
Randi Rose: No, do not call on vacation for that. Someone gets caught with something else, you can definitely call me on vacation for that.
Skya Jones: Well, and you want to know the tea. You want to know if there's drama. That's a good story to have to cut the payroll off, especially if the manager was doing something they weren't supposed to.
Skya Jones: As we wrap up today, if you had to give a definition to success, how would you describe it?
Randi Rose: Well, the name of our company is Thrive Business Services, and the definition of thrive or to thrive, is to flourish and prosper. So the name of our business, Thriving, is really, for me, my definition of success, but inside of a work life balance.
Skya Jones: What you said when you first sat down and we first started talking was I love helping people succeed and I think that's so full circle for you. You want to see people's long term success, want to see them grow and flourish.
Randi Rose: If what you're doing doesn't resonate with your heart and your passion, take a look and see what really speaks to you. If you are working 60 hours a week, but you have money in the bank, what aren't you able to do because you're working that 60 hours a week that would really make your heart sing and fill your cup?
Skya Jones: Yeah, and life's short, so you want to make sure your cup's full.
Randi Rose: Life's really short.
Skya Jones: Well, it's been so much fun and so insightful talking to you. How can our listeners find you?
Randi Rose: They can find us on our website. It's three words: Thrive Business Services, all spelled out. So my suggestion when I type it in is I always capitalize the first of each word because there's three S's in a row. I don't know who the heck thought this one out. So it's a lot of S's. It's a lot of S's. It's Thrive, T H R I V E, Business, B U S I N E S S, Services, S E R V I C E S, dot net. You can always email me. My email is randi@thrivebusinessservices.net. Do I give my phone number on here too?
Skya Jones: No, you don't have to. We usually hold off from phone numbers and social security numbers.
Randi Rose: Oh, good. No social security numbers.
Skya Jones: I gave out my year of birth earlier. We might have to cut that.
Randi Rose: No, we're not going to do that. We have an Instagram, Linkedin, and Facebook. Socials are the way to go.
Skya Jones: Follow you guys on socials.
Randi Rose: Yes, please.
Skya Jones: Well, thank you so much for sitting down and talking with me today. It's been amazing.
Randi Rose: My pleasure.
Skya Jones: We are so grateful for you giving this information to our listeners.
Randi Rose: You are, you are absolutely welcome. Your listeners are absolutely welcome. It's been my pleasure.
Skya Jones: Thanks, Randy.
Randi Rose: You're welcome, Skya.
