Many of us are conditioned to eliminate stress—from our personal lives, our relationships and our businesses—and this has found increased importance during COVID-19, in a time full of unknowns. Regardless of how much planning is done, when building a thriving business surprises and events that are out of your direct control will occur. For example, a large customer may leave, a strategic partner may become a competitor, a life-saving investment or loan may fall through. Instead of working to eliminate stressors, Promise will explore why entrepreneurs and leaders should lean in to challenges and become antifragile – a principle, a discipline and a belief system that urges leaders to become introspective and have difficult, open discussions about stressors, creating the opportunity to build deep and lasting relationships and discover your own blind spots. Promise will share her experiences with stressful moments in business—and how she worked through them—how to start the tough conversations leaders will need to have during uncertain times and break down the framework for mastering Antifragility.

1. The Antifragile Module
with Promise Phelon
JUNE 2020

2. Promise is a warrior and thrives on change and
vulnerability. She lives for disrupting markets and
creating profitable opportunities.
As Founding Partner at Sueno Growth Partners, she
helps leverage kick-ass, profitable companies that are
not only eminently sustainable but wildly scalable.
• Serial entrepreneur
• Successful IPO
• Developed customer relationship programs and
initiatives
• Named as a Woman of Influence for leading high-
growth technology companies
• Created a 400% gross revenue growth in 26
months
• Worked with CEO’s of Fortune 100 Companies
• Raised Millions in Venture, Private Capital Promise Phelon
Title here

3. Challenging Antifragility
• Heated Customers
• Bad Press
• Miscommunication
• Expectations are Not Delivered
• Personality Clashes

4. Where Simple is More Sophisticated
“Because of opacity, an intervention leads to unforeseen
consequences followed by apologies about the unforeseen
aspect of the consequences, then to another intervention to
correct the secondary effects. Leading to an explosive series of
branching unforeseen responses, each one worse than the
proceeding one.”
- Nassim Nicolas Taleb

5. Antifragility Should Matter to You
• Chaos and stress can be great methods to
reinforce a system. Antifragility is a set of
principles for building and reinforcing key
relationships.
• Your business, especially your relationships, will
experience challenges. Attempting to deprive
these systems of vital stressors is not
necessarily a good thing and can be harmful.
• The objective instead is to gain strength from
stressors.

6. 3 Reasons Antifragile Relationships Make Your Business Better
1.Relationships create more relationships
• Result in revenue, resources and referrals
• Most valuable and expensive to acquire
• High rates of referral and customer lifetime value grow orders faster and are more profitable
2.More feedback, less firing
• You need customers willing to help you anticipate economic changes
• Offer guidance and actively support your business endeavors
• Encourage customers to engage in a feedback loop to evolve and improve both your product and service
• Customers will look for new opportunities for your company and provide ways for you to be more efficient
3.Reliability
• Breakthroughs come from predictability of outcomes

7. 7 Principles of Antifragile Relationships
1. Assume Good Intent
you’ll never regret an
empathetic response
2. Manage Boundaries
Communicate with
vulnerability, passion,
honesty
3. Remember - Your
Emotions are Yours
Have an objective point of
view before reacting
4. Make all Interactions
Productive
Ask good questions
5. Go to Hawaii
Forgiveness is
essential
6. Be Clear About What
Really is….
Accept things as they really
are
7. Get Better
Use the
opportunity to
learn & grow

8. Make the break-down one that is not only a learning experience but one you would be
proud to outline to a new customer:
A. Clearly outline what broke down. Ask for forgiveness and set clear expectations
whether it be to give the customer back their data or to complete part of an
assignment.
B. Avoid any ugliness or pettiness and remove people or obstacles that might
exacerbate the situation.
C. Do everything in the breakup that you did to win the relationship — over-
communicate, smile, over-deliver, express gratitude, and remember you’re playing
a long game.
When it Must End, End it Well

9. Thank You!
Q&A