Start rocking your reputation!
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I’m Erika Madden, the Chief Delightful Officer of Olyvia. (“Chief Olyvia” if you want to get super fancy!)
What do I do? One thing:
I help honest online business owners earn brand credibility, delight their clients + customers, and improve their profits by teaching them smart customer service + communication skills.
In other words?
I’m in the business of making YOU irresistible online.
Obsessed with customer happiness and getting noticed for all the right reasons (goodbye ridiculous refund policies + snarky responses on social media!), I want you to successfully do what’s important to you — and look great (as in, really really delightful) while you’re at it.
I serve you if you:
✓ want to look profesh + reputable in all of your digital spaces
✓ want to make your customers and clients genuinely glad they did business with you — and excited to do so again!
✓ dream about having an eager, supportive community that loves what you do
✓ are determined to have an online presence that doesn’t look skeazy OR silly
✓ know that reputation faux pas prevention is a lot easier than scrambling to pick up the (cringe worthy) pieces
✓ you’re not quite certain what your clients or customers really want to experience when doing business with you
✓ you go a bit crazypants inside (and sometimes out!) when confronted with unreasonable client demands or customer complaints
✓ you secretly worry that you’re not experienced or knowledgeable enough to handle tough biz situations with class
✓ you need objective guidance in building a website / social media presence / e-course / shop that’s as service savvy as it is pretty
✓ despite good intentions, you tend not to spend much time making sure your emails + social media replies sound warm, attentive, or positive
(Also, if you love your coffee with lots of cream and Les Mis gives you #allthefeels? Chances are I definitely serve you, too.)
I have 11+ years launching and growing blogs, developing websites, and helping businesses, non-profits, and individuals market themselves both online and off.
Plus, I’ve worked in the corporate world in demanding customer service roles.
My experience has taught me one big truth: it takes hard work to build, market, and run a business…and it’s even harder to give your clients + customers professional and positive service on a CONSISTENT basis.
But you know what else I know?
The hardest things to do in life? They’re also those that are most worth pursuing.
That’s why I created the #WorkWithClass motto and it’s accompanying creed:
1. Humility, not ego.
2. Be famous for your kindness.
3. Just say ‘no’ to Snake Oil Selling.
4. Class is about effort, not perfection.
5. People > profits. (“Put integrity before your paycheck.”)
This is what my brand stands for. This is why I’m here. This is the encouragement I want to offer you.
If you, too, share my crazy conviction that being radically helpful, generous, and friendly with fans + clients + customers isn’t just the right thing to do, but the profitable one as well…
AND you’re eager to learn how to Do Business Better via heroic customer service, delightful communication, and ick-free marketing…
Take a breath and settle in, lady. This is home. 🙂
Here’s My (Personal) Story
I’m a Montana girl, born and raised.
(Not to be confused with a cowgirl, though I always thought that might be kind of fun. If I wasn’t allergic to grass. And weeds…)
Despite the wild stereotypes that persist about Montana living, I’ve been blessed to have worked with computers since I was about five years old. In fact, I’m fairly positive I was the only girl in my class playing games like King’s Quest for fun in my free time..!
I was 13 in 1994 when the internet finally got mainstream and my parents signed us up. Like every teen I took to using email, chat and online forums immediately, but it wasn’t long before I started getting curious about the design and publishing end of things.
After experimenting with clunky WYSIWYG editors from the days of Geocities and being dissatisfied with the results, my tenacious side grew determined to learn HTML. I decided I was going to create a more beautiful website if it killed me!
Well, it turns out…I survived. (Amazing, right?) I taught myself how to use Photoshop and code by studying others’ source files; by the time I was 16 I had designed three websites totally from scratch.
I wish I could look back on them today, both for a good laugh (because you know it would be funny!) and poignant reminder of when I first found that spark of my life’s passion.
Eventually I went on to college and earned my degree in Journalism at the University of Montana. It was there where I merged my eye for beauty with my talent in written communications.
Later, I chose to specialize in digital media and layout design, which was challenging but FUN.
I lived out most evenings of my senior year in the J-school computer labs, where I would spend hours tweaking every pixel of my projects because A) I care a lot about the quality of my work, and B) I’m a major (recovering) perfectionist. 😉
During college I also got a gig as an intern for my United States Senator, where I learned mad PR skills and wrote most of the correspondence that went out from the office…in his name. Talk about needing to know how to be delightful!
When I graduated in 2003 I started designing websites for the public and launched my own blog on the side.
My journey from there took me from inside the business world of medicine to nannying for wealthy families to ironing table linens for extra cash.
It wasn’t exactly like jumping on the traditional career rocket ship, but if there’s one thing I know for sure it’s that I’m so much wiser — and, ultimately, happier — for taking my circuitous route.
After freelancing as a website and graphic designer while raising my children, then finding the courage to leave an abusive marriage, I decided to use my techie + communication background to my build my own business from the ground up.
Today I use my talents to help women be confident, delightful, and profitable online by teaching them sound customer service skills as well as how to be savvy digital communicators.
I’m passionate about what I do, and though I’ll be the first to tell you that online entrepreneurship is not all unicorns and ice cream cones (nor is it “earning a 6-figure income just by holding a few webinars”), I could not be more grateful for all of the kind, funny, generous, and gracious people that I’ve met along way.
I’d seriously enjoy getting to know you, too. If you’re up for it, I’d love for you to introduce yourself and share your story. The most direct way to do that right now is to say ‘hi there!’ in my Facebook Group: Work with Class. I’m in ‘n out of there daily, so it’s easy for us to chat!