World traveler, adventurer and business owner Lisa Costello left the world of accounting behind to take on the exciting role of CEO for Neal’s Yard Remedies in Canada. With more than 80 stores around the world, the London beauty company is dedicated to creating ethical and organic beauty products.
We caught up with Lisa as she shared her insight on the ins and outs of being your own boss, her amazing travel goals, and a few reasons why you’ll love the product…
Elevator Pitch: Describe your job in a nutshell.
From a broad perspective, my job is to grow Neal’s Yard Remedies across Canada. We currently have one store located on 4th Street in Calgary, treatment rooms, an e-commerce website and wholesale partners. We are actively growing all parts of the business and within the next 5-10 years we plan to have stores in all major markets across Canada.
As a new business owner, no two days are the same, which is perhaps my favourite thing about running Neal’s Yard Remedies. I think of starting a business as a practical MBA as I am involved in all areas of the business – everything from financial, to IT to marketing and HR. Though I have a background as a CA and truly believe that numbers are a fundamental part of running a business, I especially love being able to harness my creative side through activities such as marketing and store design.
Why did you start working at your company? What was the inspiration for this career route?
My husband and I lived in London, UK for a few years, and one day after returning to Calgary we looked at each other and said at the same time ‘we need Neal’s Yard Remedies in Calgary!’ Away I went, driven with the new goal of doing just that! Neal’s Yard Remedies was appealing to me because of its values, especially the focus on the triple bottom line, not only financial profits. I believe we all need to be aware of the impact of our decisions on the earth, on our health, and on society overall. One cold call to the UK-based company and many, many hours of hard work later, we opened the first North American store in Calgary in June 2014.
What is the best part of what you do on a day-to-day basis? The most challenging part?
The best part of my day-to-day is making people feel beautiful and knowing that we do so at all levels of the supply chain. Right from the growing and harvesting of the raw ingredients all the way through to selling the final product in our stores, we want to help people feel beautiful on the inside and out. We work with so many amazing groups for our ingredients – such as the women’s cooperative in Kenya where we get our Frankincense – that we can feel great about the products our customers are purchasing. There is no feeling quite like a positive customer review, especially when they have been able to transform their troubled skin into beautiful, healthy glowing skin.
The most challenging part of my day is never really being sure what to expect next. Our store has been open for almost a year now, so each day gets a little easier as we all become more familiar with running this business. I have a bad habit of worrying about things I can’t control, so I have to make a conscious effort to take time to relax my mind and my body and be grateful for the journey and learning opportunities along the way.
What is one sign that you’ve seen over the years to suggest that your work/life balance is off?
I am a huge proponent of flexibility and a work/life balance. Our team operates on a very flexible basis, so everyone has an amazing ability to do their jobs when, where, and how they see fit. The work/life ratio differs for everyone, but I personally thrive in informal environments, especially in situations when I can bring my laptop and work from Canmore, London or Dubai (where I am currently writing this article!)… or even from my favourite local Calgary tea shop. Even with all this flexibility, I find it easy to dive into work and as a result have been guilty of neglecting the important things in life – sleep, nutrition, relationships and exercise.
Where do you see yourself in five years?
I’ll probably be celebrating my 29th birthday for the eighth time… age is only a mindset!
What is one major challenge that you’ve had to overcome in your career? How did you overcome it?
One thing I’ve had to manage over the years is a desire for results with the patience needed to achieve the desired results. Not everything can happen instantly, and I sometimes need to remind myself how far we have come.
What does success look like to you? Does Money = Happiness?
Money isn’t everything. Success to me is equal parts health, happiness and financial security. I am reading a book right now called Conscious Capitalism by John Mackey and Raj Sisodia. One quote really stuck out and has become the driving vision for our business:
“Picture a business built on love and care rather than stress and fear, whose team members are passionate and committed to their work. Far from becoming depleted and burned out, they find themselves at the end of each day newly inspired and freshly committed to what brought them to the business in the first place – the opportunity to be part of something larger than themselves to make a difference, to craft a purposeful life while earning a living.”
That to me is an amazing definition of success.
What is the most memorable milestone in your career?
One of my proudest milestones was transferring to work in London. Moving to a new city is character-building and has truly been life-changing for me. I built some amazing relationships, meeting people from all over the world that I never would have had the opportunity to meet. I worked in countries all over the world – everywhere from Peru, to India, to Ireland – seeing global business transactions that I may not have otherwise had the opportunity to learn from. We adopted new customs, habits, and have a much better ability to appreciate various perspectives. Not to mention, the close proximity of the UK to the rest of the world really fed my travel addiction!
Do you have any advice for other young professionals?
Follow your heart and don’t be afraid to take risks, especially when you’re young. Starting a business isn’t for everyone, but if you have any inclination to work for yourself, jump in. Do it with all your heart. Follow your intuition. Don’t be afraid to ask questions. And always demonstrate your appreciation for all the help along the way. Because honestly, it’s not something you can do alone.
Where is your favourite place to wine/ dine in your city and why?
There’s nothing quite like crossing the Bow River to stroll through Princes Island Park to arrive at the warm and welcoming atmosphere of the River Café. Not only is their food divine, I love knowing that I can trust the quality and origins of the food I’m eating. They even have a goal of being zero waste – that’s something I can get behind!
When you’re not working how do you love to spend your “Me” time?
I LOVE walking. When I’m feeling tense or anxious, one of my favourite pastimes is putting on a comfortable pair of shoes and going for a long walk. The destination isn’t even the important part, for me walking is about the journey – river pathways, city streets, parks… I can walk for hours! Fresh air is the best way to organize my thoughts and emotions.
Where is your favourite place to travel? Why?
I’ve recently travelled to my 75th country and have a goal of travelling to 100 countries by the time I turn 50. Though I’m well on my way to reaching this goal, I try to really appreciate each place I visit so each trip has its own special memories. London will always have a piece of my heart, but I’m really fuelled by exploring somewhere or something new. I guess if you were to ask me where I would go if I could only travel to one place for the rest of time, I would choose London. There is just so much to see and do, and I love the cultural diversity!
If you had to choose a theme song, what would it be?
That is such a tough question! I can tell you that the top songs on my playlist right now are (in no order):
Journey – Don’t Stop Believing
Pitbull – Timber
Sir Mix A Lot – Baby Got Back
Spice Girls – Wannabe
If you weren’t doing what you’re doing, what would you be doing?
In an alternate reality, I may have pursued my creative side and made it as an interior decorator. Alternatively, I would probably be living on the beach in Central America, speaking Spanish, drinking organic juice and growing my own veggies.
Do you support any charities? If so, which one(s) and why is that important to you?
I have recently joined the REAP (which stands for Respect the Earth and All People) Board of Directors in Calgary, a fantastic not-for-profit organization connecting people and businesses that care about our community and the environment. REAP businesses are committed to making ethical business decisions such as paying living wages, supporting local suppliers and giving back to their communities. I’m excited to be a part of this passionate organization as they share my personal values and those of Neal’s Yard Remedies.
I am also a huge supporter of the local Calgary arts community.
What to you is notable?
Someone or something that is distinguished and noteworthy.
Blackberry, iPhone, Android, or Other?
Android, not even a question!