The view from the top can be one of two perspectives. It can be downward and narrow, looking at what is beneath, or it can be more distant and all-encompassing of not only that which is below but also that which stretches far to the horizon.
Cathy Coutts, Executive Director of Making Changes, clearly chooses to view her world from the latter perspective - a broad view, the big picture. She embraces one of the highest styles of leadership, namely that of supporting and serving those around her, to “make other people feel good while getting the job done”. Her mission in life is to be a “great contributor” while also, delightfully, having fun. Observing her contented demeanour and ready smile, her mission is well underway.
“Success is wanting to get up every morning and to enjoy what the day has to offer.” The sheer enormity of this simple sentiment hangs in the air for a moment, a testament to a mindset of optimism and acceptance.
I entered the store earlier, looking forward to meeting Cathy and finding out more about both the organisation and in particular her viewpoints, being at the helm of this huge project ( the website does not give much insight into those who give so much of their energy to helping other women).
The storefront looks closed when I pull up in the car park – the large window blinds lowered against the searing heat of the midday summer sunshine. It is cool inside. I take a moment to observe the space while an impeccably dressed consultant goes to alert Cathy to my arrival.
The racks of clothing are neatly ordered by type, size, and style. Two elegantly attired mannequins stand at the front entry, whilst the well-appointed change rooms can be seen further back. All the trappings of a boutique clothing store are evident, with artful displays of accessories, belts, purses, and shoes.
This large inventory of new or lightly used clothing, donated by individuals and businesses, has been carefully sorted and prepared by volunteers. Everything seemed fresh and new – there was no smell of detergent or the stale perfume of previous owners that so often accompanies donated clothing. I resisted the temptation to browse the racks and chose to examine the whimsical painted murals on the walls instead.
It is a clothing store without a financial transaction. The currency in use between clients and those who serve them is mutual respect, together with a commitment to make the most of this opportunity.
Cathy takes me on a short tour of the facility - the front of the store where clients are being assisted by experienced stylists, and the comfortable change rooms. For those who have difficulty attending in person, virtual consultations are possible. I see bins with toiletries and cosmetic products, and supplies of underwear. We walk further back, past the offices and kitchen. There is a flurry of activity in the back storage area leading to the dock – bags and boxes of donations are being sorted. Some items will become part of the store inventory, some will go to the My Best friend’s Closet store next door and anything that is not fully suitable will get passed on to other organisations. Nothing is wasted as there is great respect for the generosity of donors.
Cathy’s office at Making Changes is small but professional. A space for the serious business of managing an organisation fuelled by a small core staff supported by about 250 volunteers, and for working hard to assist in changing the lives of about 2,000 women annually. The door stands open and there is a bustle of activity in the clothing store beyond while we talk.
Cathy’s career includes 32 years in management within the banking industry. Her intuitive coaching instinct fully embraced this opportunity to help others reach their full potential, and also to focus on customer service. I ask about the transition from a corporate business to a non-profit organisation.
“Both corporate and non-profit organisations need to be seen as a business, with HR policies in place. The big difference is who you see capturing the reward. With a non-profit, the winner is our client and not the shareholder. In addition, further winners are the volunteers and staff who have the satisfaction of making a difference. We also have a level of stronger accountability and responsibility to ensure the organisation has sufficient funding to meet everyone’s needs.”
Working with volunteers can have its unique challenges. Cathy keeps it simple. She approaches any situation from a big picture vs individual perspective. First, she looks at what is best for the client, followed by the organisation, and then finally the staff (which includes the volunteers). The pervading theme that keeps drawing my attention is that of dignity and of respect for all involved- I have noticed it in the tone of their website, the manner in which I was greeted upon entry, and the energy within the space.
Making Changes stresses that it is an inclusive organisation. I am curious whether there is a role for men, as this is essentially an organisation built on women supporting each other.
Cathy replies “We have had men on the board, and it is good to have diversity there. Currently, they are all women, but that is merely circumstantial. We have male educators in our Women in Technology program, and male volunteers on the corporate days of caring.” She continues, “Every man has women in his life. We have clients who are single fathers seeking help for their daughters, we have widowers donating their wife’s clothing. We also impact many men’s lives by helping women to be more successful and making their families stronger. We get a lot of support from men.”
Tongue in cheek, I ask if she always notices what people are wearing (to be fully transparent, this was on my mind when I got dressed for our meeting!). The answer was, of course, “Yes, I do register that initial first impression. It is more about what the clothing does for you, rather than the clothes themselves.”
My time with Cathy was fascinating and enlightening. Her passion for what she does is evident, as every time I tried to steer the conversation in a more personal direction it would last no longer than a few minutes before we were back on the subject of her work, which is clearly so much more than merely providing clothing and skills. I ask her which qualities in others impress her. She answers “Energy and excitement, and having passion in life.” Exactly the qualities that this experienced, wise and empathetic leader has been showing me for the duration of our visit.
I think about all the women who are fortunate enough to cross the threshold into this space, and who experience the respectful and generous support of so many others wanting the best for them. It is evident that when they leave they not only have a number of beautifully curated outfits but also have had the experience of being truly valued and empowered as they move onward and upward on their journey through life.
Written by: Mickey Foulds