Scaling the Gap Ep 59 | How to Build a Business That Feels Like Family: Janie Sandberg’s Story

03/11/25 • 27 min

What if the secret to building a thriving business wasn’t about cutting-edge strategies or flashy marketing—but something much simpler, yet profoundly powerful? What if the key to customer loyalty, team satisfaction, and even personal fulfillment could be summed up in one word: love?

In this episode of Scaling the Gap, host Madeleine MacRae sits down with Janie Sandberg, co-owner of Floor Coverings International in Henderson, Nevada. Janie shares her inspiring journey of building a business with her husband, Jeremy, while balancing the chaos of family life with three kids in different schools. Together, they’ve created a flooring business that’s not just about floors—it’s about creating meaningful connections and delivering a "white glove experience" to their customers.

Key Takeaways

The importance of customer service and creating positive client experiences.
Balancing family life with the demands of running a business.
The significance of building strong relationships with customers.
Strategies for navigating challenges in the construction industry.
The emotional aspects of entrepreneurship and managing stress.
Redefining success beyond financial metrics to include personal fulfillment.
The impact of a caring business culture on customer loyalty and community.

In This Episode

(00:00:00) Introduction to Janie Sandberg
(00:06:59) Creating a customer-centric experience
(00:08:41) Unexpected joys of business
(00:10:53) Reciprocal customer relationships
(00:12:53) Challenges in the flooring industry
(00:14:44) Continuous improvement mindset
(00:16:46) Defining success
(00:19:19) Broader definition of success
(00:22:04) Navigating business challenges
(00:25:15) Connecting with Janie

Notable Quotes

(00:07:52) "The first thing that we're always thinking about is how can we show love to our customers?" — Janie Sandberg
(00:09:03) "I have found a lot of friends which I think is unusual; my husband sometimes looks at me and goes like I don't think this is normal that we have all these customers that send us Christmas cards." — Janie Sandberg
(00:17:13) "If I'm defining my success by showing love to my customers, are we delivering an outstanding experience, or are we adding value to their lives, then yes, 100% we're doing that." — Janie Sandberg
(00:18:43) "Success is defined by being able to boldly live your values, by adding value to people's lives, by making the time for the things that matter in life, by navigating your life with an element of grace, and by having space for more achievements still to come." — Madeleine MacRae
(00:23:59) "At the end of the day, I would still have my marriage, I'd still have my family, I would still have the relationships I built. Those things don't change; the rest of it's just money and stuff." — Janie Sandberg

Our Guest

Janie Sandberg is a small business owner and co-founder of a flooring company in Henderson, Nevada. With a deep commitment to customer service, she prioritizes creating a supportive, family-like experience for clients. Janie believes in leading with love, building lasting relationships, and continuously improving her business. She balances entrepreneurship with family life, embracing both challenges and rewards.

Resources and Links

Janie Sandberg

Website
LinkedIn
Instagram
For Las Vegas Locals: Reach out to Janie and Jeremy for your flooring needs!

Madeleine MacRae

Key Takeaways

The importance of customer service and creating positive client experiences.
Balancing family life with the demands of running a business.
The significance of building strong relationships with customers.
Strategies for navigating challenges in the construction industry.
The emotional aspects of entrepreneurship and managing stress.
Redefining success beyond financial metrics to include personal fulfillment.
The impact of a caring business culture on customer loyalty and community.

In This Episode

(00:00:00) Introduction to Janie Sandberg
(00:06:59) Creating a customer-centric experience
(00:08:41) Unexpected joys of business
(00:10:53) Reciprocal customer relationships
(00:12:53) Challenges in the flooring industry
(00:14:44) Continuous improvement mindset
(00:16:46) Defining success
(00:19:19) Broader definition of success
(00:22:04) Navigating business challenges
(00:25:15) Connecting with Janie

Notable Quotes

(00:07:52) "The first thing that we're always thinking about is how can we show love to our customers?" — Janie Sandberg
(00:09:03) "I have found a lot of friends which I think is unusual; my husband sometimes looks at me and goes like I don't think this is normal that we have all these customers that send us Christmas cards." — Janie Sandberg
(00:17:13) "If I'm defining my success by showing love to my customers, are we delivering an outstanding experience, or are we adding value to their lives, then yes, 100% we're doing that." — Janie Sandberg
(00:18:43) "Success is defined by being able to boldly live your values, by adding value to people's lives, by making the time for the things that matter in life, by navigating your life with an element of grace, and by having space for more achievements still to come." — Madeleine MacRae
(00:23:59) "At the end of the day, I would still have my marriage, I'd still have my family, I would still have the relationships I built. Those things don't change; the rest of it's just money and stuff." — Janie Sandberg

Our Guest

Resources and Links

Janie Sandberg

Website
LinkedIn
Instagram
For Las Vegas Locals: Reach out to Janie and Jeremy for your flooring needs!

Madeleine MacRae

Previous Episode

Scaling the Gap Ep 58 | Matt Millsap: How One CEO Turned Crisis into Triumph

Being a CEO means navigating constant pressure, especially when scaling your business. Now, imagine this: you're sitting on the edge with everything on the line. The stakes are high, and failure seems inevitable. So, what do you do?

In this episode of Scaling the Gap, host Madeleine MacRae sits down with Matt Millsap, CEO of Build Co. 7, to explore how he not only weathered the tough times but built a thriving business rooted in leadership, integrity, and growth.

Matt’s journey wasn’t without its hurdles. After discovering he was $250,000 in debt, he turned to seasoned mentors and made bold moves that transformed his company—and his mindset. He shares the invaluable lessons he learned about leadership, company culture, and financial management, plus his “rule of two” approach that’s empowering his team to solve problems with solutions.

Join us as Matt reveals how turning a crisis into an opportunity became the foundation for his company’s success. Let’s dive in!

Key Takeaways

Building a strong team and company culture is paramount to success
Financial struggles can teach invaluable lessons in accountability and integrity
Delegating effectively and empowering your team leads to better results
Strong client relationships are the backbone of sustainable business growth
Continuous learning and personal growth are integral to leadership success

In This Episode

[00:00:00] Introduction to Matt Millsap
[00:01:06] Importance of building a team
[00:02:04] Refining leadership skills
[00:03:00] Letting go of weaknesses
[00:05:02] Inspiration behind starting the business
[00:06:27] Navigating the 2008 recession
[00:07:23] Focus on historic renovations
[00:09:08] Choosing the right clients
[00:11:01] Defining ideal clients
[00:12:24] Learning from difficult clients
[00:13:41] Monitoring financial metrics
[00:14:29] Facing financial challenges
[00:16:01] Overcoming financial challenges
[00:16:46] Learning and growth
[00:17:17] Honoring obligations
[00:19:33] Building trust with bankers
[00:21:57] Unexpected team loyalty
[00:23:37] Creating Construction Coach
[00:26:37] The rule of two
[00:29:22] Success reflection

Notable Quotes

[00:02:04] "Once I realized that the focus needed to be on a healthy company culture, things really started to blossom." — Matt Millsap
[00:06:27] "I remember I wrote it out with him as long as I could and I looked at him one day finally and I just said, 'Boss, you know the captains got to go down with the ship, but the first mate doesn't.'" — Matt Millsap
[00:16:01] "I owed a lot of people a lot of money, and I never dodged a call. I would just pick up the phone and say, 'I can't pay you today, but I'm going to pay you.' It was one of the toughest times of my life." — Matt Millsap
[00:17:37] "I had a situation where I couldn’t pay my taxes. We lost a key client, and I couldn’t afford my bills. But I honored my obligations, and I paid it anyway. The owner of that company wrote me the most heartwarming email when I paid the last payment." — Madeleine MacRae
[00:21:57] "An unexpected delight has been the team that I’ve built over the past years. They support me because they see the value in what I do for the company. That’s probably one of the surprises I would say." — Matt Millsap

Our Guest

Matt Millsap is the founder of Build Co. 7, a Nashville-based contracting company with over 16 years of experience in design, construction, and investment. The company specializes in remodeling and renovating older and historic homes, as well as undertaking small-to-medium commercial and retail projects. Their services include kitchen and bathroom remodeling, detached garages, additions, and new constructions. Build Co. 7 has been recognized with multiple awards for client satisfaction and is known for its meticulous pre-construction and construction processes.

Resources and Links

Matt Millsap

Madeleine MacRae

Next Episode

Scaling the Gap Ep 60 | Maximizing Business Value: Insights on Mergers and Acquisitions with Dena Jalbert

In this episode of Scaling the Gap, Madeleine MacRae sits down with Dena Jalbert, CEO of Align Business Advisory Services, for a deep dive into the world of mergers and acquisitions (M&A) for founders and family-owned businesses. Dena unpacks the emotional and strategic challenges of selling a business, stressing the importance of planning ahead, staying true to core values, and finding the right buyer.

The conversation goes beyond numbers, touching on the evolving M&A landscape and the power of intentionality in business transitions. Madeleine and Dena explore the role of integrity, trust, and the joy of helping clients succeed. Madeleine shares her passion for negotiation and the balancing act of staying authentic, while Dena emphasizes the value of "entrepreneurial street smarts."

Together, they reflect on lessons learned—shifting from corporate to entrepreneurial hiring, redefining success beyond financial gain, and the importance of service, diversity, and innovation in business. The episode wraps up with a powerful takeaway: success isn’t one-size-fits-all—it's about defining it on your own terms.

Key Takeaways

Mergers and acquisitions (M&A) in the context of founder and family-owned businesses.
The unique characteristics and significance of the middle market in business transactions.
The emotional challenges faced by business owners when selling their companies.
The generational shift in business ownership and its implications for exit strategies.
The importance of planning for value extraction well in advance of a sale.
Aligning personal values with potential buyers during the M&A process.
The role of specialized guidance in navigating business transitions.
The evolution of M&A practices and the focus on smaller deals post-financial crisis.
Viewing M&A as an opportunity for growth rather than an endpoint.
The necessity of strategic planning and exploring diverse exit options for business owners.

In This Episode

[00:00:58] Introduction to Dena
[00:04:52] Shifts in M&A focus
[00:06:52] Understanding transactions
[00:09:35] Impact on families
[00:10:18] Planning for retirement
[00:12:08] Value extraction importance
[00:13:05] Planning for a successful exit
[00:15:06] Concerns about ownership change
[00:16:04] Finding the right partner
[00:20:00] Emotional turmoil in M&A
[00:21:30] M&A misconceptions
[00:22:43] Evolution of M&A practices
[00:22:56] Access to resources
[00:25:51] The Cheesecake Factory metaphor
[00:27:20] Challenges of entrepreneurship
[00:35:39] Defining success
[00:44:45] Final thoughts and call to action

Notable Quotes

(00:12:08) "I saw, I observed it happen again and again and again, where I said, 'Oh, whoa, whoa, whoa, like that can't be the case, right? We have to get the good word out there that it does take a little bit more planning.'" — Madeleine
(00:17:08) "You didn't have a partner, and partnership is an active verb in this case, not just an individual. You have to take active engagement in that, and so it's strategic, it's not by accident." — Dena
(00:17:54) "I want someone who knows me deeply to help me when I'm ready. I'm not going to start drilling my own teeth, so why would I not entrust my life's work to a specialist?" — Dena
(00:24:22) "Nobody starts a business hoping that one day they will walk away without realizing its value. If you don't plan to maximize the value of that asset, it just dies on the shelf." — Dena

Our Guest

Dena Jalbert is the founder and CEO of Align Business Advisory Services. With nearly 20 years in "Big 4" public accounting and executive roles at Fortune 500 companies, she has facilitated over $3 billion in transactions involving firms like Visa and Google.

Resources and Links

Dena Jalbert

Madeleine MacRae