Episode 337 – Courtney Hammer – The Power of Small Gestures (Live from the 2026 HPBExpo)
Audio Stream:
Show Notes:
“I hate huge. I don’t like meetings. If I get sucked into a meeting, I always want to have a list of things that need to be addressed afterwards and a time frame from when you need to check in, to be able to get it done.”
In this episode, Tim talks with Courtney Hammer (Office Manager, Sutter Home & Hearth) about her transition from practicing chiropractic medicine to running operations at her husband’s hearth business. After injuries forced her out of patient care, she discovered that what started as a simple admin role became transforming an entire company’s organizational backbone. In this episode, Tim and Courtney cover:
- Why empowering support staff to make decisions without fear saves thousands—from office inventory alone, she cut $3,000 in waste by tracking Post-its and batteries
- How the “pirate ship mentality” works in practice—if you don’t bring gold in, you can’t share it with the crew, making everyone invested in quality and callbacks
- The art of catching problems before they become expensive—from tracking vehicle registration renewals to ensuring service paperwork tells the real story of what happened on site
Don’t miss Courtney’s insights on why support staff are the “unsung heroes” who pay for themselves through efficiency gains and how stashing Girl Scout cookies can solve morale problems faster than any meeting.
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