In Episode 13 of Operations Excellence, Mark O’Donnell welcomes back Joann Yarrow of Distinctive Voices for a conversation that blends leadership, communication, and performing arts into one practical playbook for showing up with impact.

Together, they unpack why great communication isn’t just about speaking clearly, it’s about active listening, asking better questions, and building trust in the first few minutes. Joann shares how her background as a theater director shapes her approach to coaching executives, helping leaders amplify their authentic voice, align their energy with their vision, and communicate in a way that truly lands.

They also dig into what it takes to grow a business with intention: finding your unique value, translating big ideas into a plan, leveraging partnerships (including Joann’s work with Syracuse Stage), and staying resilient when things don’t go perfectly.

If you’re a leader, entrepreneur, or builder in a fast-changing environment, this episode is a reminder that presence is a skill, listening is a competitive advantage, and culture grows through connection.

In this episode:

• Why “communication” starts with listening, not talking
• How tone, body language, and nonverbal cues shape meaning
• Joann’s “director vs. coach” approach to executive presence
• Trust-building, sales as service, and asking better questions
• Failure as a technical issue, not a moral one
• Partnerships, community growth, and Syracuse’s next chapter

In this episode of Operations Excellence, Mark O’Donnell is joined by Zachary Premo, founder of The LED Sign Guys and a young entrepreneur building momentum in the digital signage space.

Mark and Zach talk about what it really takes to move from having big ideas to actually executing them. Zach shares how one-on-one coaching has helped him organize his thoughts, prioritize next steps, and build more confidence in his business decisions. The conversation also explores the emotional side of entrepreneurship, including the value of having someone to bounce ideas off of, manage negative thinking, and gain perspective when working largely on your own.

The episode also dives into Zach’s growing work with custom LED signs, why digital signage can be a valuable investment for local businesses, and how process, scalability, innovation, and service are shaping the future of his company.

Later in the conversation, Mark and Zach reflect on the Keys to Successful Leadership workshop, covering topics like emotional intelligence, empathy, effective communication, storytelling, goal setting, and aligning individual goals with organizational success.

This episode is a practical and honest conversation about entrepreneurship, leadership, coaching, and the power of turning scattered ideas into focused action.

It’s the one-year anniversary of the Operations Excellence Podcast, and Mark O’Donnell marks the milestone with a special panel episode bringing back past guests for a real-world conversation on one big question: Are local small and midsize businesses ready for the growth opportunities headed toward Upstate New York?

Joined by Matt Masur (Growth Mode Technologies / Click Stream Studios), Mark Roberts (Staff Leasing PEO), Steve Thompson (Integrity Cost Consulting), Adam Feck (Strategic Executive Alliance), and Davine Bay (DKON Consulting Group), Mark leads a practical discussion on what it actually takes to scale without breaking your business.

The group digs into the biggest pressure points companies face as demand outpaces available talent, including: building a culture people want to join, creating repeatable hiring and onboarding systems, setting clear expectations through communication and performance management, and ensuring operations can deliver on what sales promises. They also explore the realities of remote hiring across multiple states, the importance of infrastructure and process, and the hidden costs that quietly drain profitability as organizations grow.

If you’re a business owner or leader in Central New York wondering how to prepare for the next wave of opportunity, this episode is a grounded, local, “roll up your sleeves” roadmap — with resources you can connect with right here in the community.