Andrew Gerhart: Welcome to the Entrepreneurial CEO Podcast, where we explore real stories behind building and scaling businesses. Each episode, we learn from CEOs, founders, and leaders about lessons in leadership, systems, and team building. Today, we have Susan Fennema, founder and Chaos Eradicating Officer of Beyond the Chaos. Susan helps business owners break out of day-to-day operations through clear processes, the right tools, and accountability. Welcome, Susan.
Susan Fennema: Thank you, Andrew. Glad to be here. Beyond the Chaos differentiates itself by not only consulting but also implementing solutions to reduce stress, scale sustainably, and create space for happier, less stressful lives.
Andrew Gerhart: Tell us about Beyond the Chaos and your journey.
Susan Fennema: I started Beyond the Chaos in 2016. We serve small business owners trapped in day-to-day operations, often reactive and on the edge of burnout. Our goal is to help them build businesses that work for them rather than businesses that consume them. I realized this was my strength because I naturally create structure and order out of chaos.
Andrew Gerhart: How do you handle leadership styles and personality differences?
Susan Fennema: I’m balanced in DISC—D, C, and I—but my S has grown as a business owner. Leadership and adaptability are key. Many owners start businesses because they excel at their trade but struggle with delegation, which often turns them into a bottleneck in business. If the owner tries to do everything themselves, they will become the bottleneck in business.
Andrew Gerhart: How do you help owners delegate and trust their teams?
Susan Fennema: Owners often resist letting go due to ego or insecurity. If they don’t delegate or trust, they can’t scale and risk becoming a bottleneck in business, which leads to high turnover and burnout. Success requires stepping back, trusting your team, and focusing on leadership rather than micromanaging.
Andrew Gerhart: What patterns do you see with owners who are bottlenecks?
Susan Fennema: Owners either hold on too tightly because they fear failure or are isolated and don’t know there’s help. Often, they try to do everything themselves, like building websites or implementing tech. Learning to let go and delegate is essential to growth.
Andrew Gerhart: How important is structure and process for growth?
Susan Fennema: Structure is critical. The CEO must model the behavior and follow the process; otherwise, the team won’t adopt it. Even with systems, the owner’s leadership determines execution and consistency—and without it, the owner can become a bottleneck in business.
Andrew Gerhart: How do you approach scaling and fractional operations management?
Susan Fennema: Many clients need fractional support—project managers or operations managers—to implement systems, manage teams, and handle operations. We assess the team structure, identify gaps, and provide guidance while staying in our expertise lanes. This includes helping with job descriptions, project management, and operational processes, without overstepping into legal, marketing, or financial advice.
Andrew Gerhart: How do you identify owners who need leadership training?
Susan Fennema: We wait until we observe team interactions and patterns. If the owner isn’t effectively leading or holding the team accountable, we may recommend a leadership coach. Early assessments are less effective because owners are often overwhelmed or burned out.
Andrew Gerhart: Can you share client success stories?
Susan Fennema: One client from 2017 initially resisted structure. Over eight years, he implemented processes, built a strong team, and now takes month-long vacations while growing revenue beyond expectations. Transformation takes time, commitment, and consistent application of processes to ensure the owner no longer becomes a bottleneck in business.
Andrew Gerhart: How do you manage timelines and expectations?
Susan Fennema: We usually create three-month plans because clients often can’t see beyond that. Plans are adjusted as technology, processes, and team capabilities evolve. Systems are living processes that require continuous improvement.
Andrew Gerhart: What’s next for Beyond the Chaos?
Susan Fennema: We’re working on a course that walks business owners through our discovery process so they can self-assess and report back. This will help owners increase revenue without large-scale scaling.
Andrew Gerhart: Where can people learn more?
Susan Fennema: Visit beyondthechaos.biz/operations-audit for a free operations audit and three actionable ways to improve operations without working with us.
Andrew Gerhart: Thank you, Susan. This has been great.
Susan Fennema: Thank you, Andrew.