Felicia Ntisa runs M-Sports, a sport marketing and communications company which handles major accounts from soccer tournaments to activations. She has also dipped her fingers in the beauty business as a franchise holder of four Sorbet branches. She tells Lesley Mofokeng about the importance of ethical leadership in business.
How has your entrepreneurship journey been so far?
There is something about your use of the word ‘journey’ which strongly resonates with me as a journey implies that along the way there will be downhill slopes as well as highs. My entrepreneurship journey has been both challenging and fulfilling because in overcoming challenges comes great fulfilment. True fulfilment for me comes from seeing individuals in my team grow. I have been referred to as Masechaba a ‘people-builder’ because of how much I invest in each one of my team member’s individual development, skills and success – I love seeing the difference from when I first met a person to celebrating their success years later. This is across the industries and even extends to those who work in my household. I love seeing people grow and this is where I believe my purpose is.
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What has been the toughest business lesson you learnt?
That you are as good as your last project. In business, your previous execution does not have currency value. You have to consistently be excellent. And as a black female, we are still being boxed and doubted. Most of our challenges come from the historic stereotypes. The best way to overcome this is by delivering consistently and conscientising yourself to this. I am always aware of this and this awareness has assisted me to be ahead of the game.
What business principles do you live by?
For me, it is definitely operating with integrity and ethically. Ethical leadership. Once you have integrity then everything else comes naturally. Another key business principle would be customer-focused excellence – delivering exceptional service and excellence for your customers. This speaks to the importance and understanding of servitude which I require from all my teams.
How has the business of marketing and communications evolved since you started and how has that impacted what you do?
Marketing has undoubtedly evolved, and technology has completely changed the game. The key is to embrace it – we had to adapt or die. As a marketing agency, we pride ourselves on our agility and the ability to move quickly and adapt. With the evolution of technology and the industry, we have been able to expand our offering to provide a tra-digital service offering.
What are the three things every entrepreneur needs to survive business?
Strong leadership skills (this requires selflessness), resilience and adaptability (creating a culture in which different people can all thrive)
How has your faith influenced your decision making?
I anchor everything on my faith. One of the foundations of my businesses comes from Colossians 3 verse 23, which simply states “Whatever you do, work at it with all your heart, as working for the Lord, not for human masters.”.
What have been the challenges and opportunities of running M-Sports and the Sorbet franchise?
Both businesses are quite demanding. The people management: demanding deadlines and the fact that I can never really ‘switch off’ from any of the two. The way the businesses are structured is ‘always on’. The opportunity lies in finding creative strategies to overcome any challenges which I face and partnering with the right people to steer both ships with me. Both businesses further provide me with opportunities to learn and grow.
What has been your lowest point in business and your highest?
Lowest – other than COVID-19 pandemic, the glaring lowest point which I remember quite vividly was when a client terminated our contract without following the correct processes; and as a business we had to cover those overheads.
Highest – The journey from where we started to where we are now: I started with one Sorbet franchise, and I currently have four. M-Sports started with only one employee to having multiple departments today. In essence, the highest point has been seeing people grow through the two businesses. The success of both businesses, or this crusade as I often refer to it; is showcased through the multiple awards we have won as a business and even as individuals.
What’s the most precious accolade you have received?
The Sorbet: Soul of Sorbet Award 2024 where I won a trip to Turkey. This is awarded to someone who lives the values of the Sorbet brand, so to be recognised with this award meant a lot. To be recognised for this as an individual speaks to my purpose which is to serve selflessly.
What’s your projections for the future?
No expansion (for now) on Sorbet but I am excited about the current refurbishments of my stores in Hyde Park. I am excited about the non-sports expansion of M-Sports into other sectors as this comes with growth and building on our skillsets; without forgetting our foundation in sports. I am excited about being a granny. I am looking forward to growing with my grandchild and embracing this new ‘thing’.
