With over 20+ years in telecommunications, many of my greatest leadership lessons have come from small business owners.This shouldn’t surprise anyone—they represent 98% of businesses in Canada and employ nearly 10 million Canadians. At TELUS Business, it’s our privilege to provide the technology that enables them to thrive in a digital world.
Small businesses are the heart of our communities and drive innovation at every level. I’ve worked alongside hundreds of Canadian entrepreneurs, from family-owned shops to innovative startups, and four powerful themes emerged that have transformed my leadership approach.
Lesson 1: Always put your customers and your team first
Every successful small business owner I’ve worked with puts their customers and team first. They don’t make every decision from behind a desk, they spend time on the front lines, directly serving customers and supporting their team. When you’re personally invested your priorities become crystal clear.
Lesson 2: Authenticity is a leadership superpower
Traditional corporate leadership demands projecting unwavering confidence, but entrepreneurs have shown me the power of vulnerability by actively seeking wisdom from their team, peers and customers. When leaders show up authentically, admitting mistakes and being genuinely curious, they create an environment to unleash their team’s full potential.
Lesson 3: Build resilience through action
Small business owners possess unbelievable resilience. I’ve watched entrepreneurs weather economic downturns and global pandemics while maintaining their optimism and determination. They don’t just bounce back from setbacks, they build stronger, more adaptable businesses. This teaches us that resilience isn’t a trait you’re born with; it’s a muscle you develop through experience.
Lesson 4: Foster innovation through speed and simplicity
Small businesses make bold decisions to drive innovation across Canada. Without bureaucratic layers, they test ideas, pivot quickly and embrace a culture of learning and growth. As I leader, I work to embrace this mindset by creating agile teams, reducing approval processes and encouraging rapid experimentation over lengthy planning.
Canadian business owners remind me every day that the best leadership lessons aren’t found in university case studies—they’re happening daily in the trenches of Canadian entrepreneurship. Sometimes the most effective leadership insights come from the simplest truths.
Katherine Emberly
Senior Vice-president & President of Small and Medium Business at TELUS Business
As the Senior Vice-president & President of Small and Medium Business at TELUS Business, Katherine Emberly leads a passionate team who leverage TELUS’ world-leading networks and technology to help owners, leaders and teams thrive in a digital world.
Katherine is a results and culture-driven leader with two decades of experience leading large-scale business teams in the telecommunications industry.
