"I didn't hire an assistant. I hired an executive administrator. I was specific in our intake calls that I was looking for someone who would be a force-multiplier. What I needed was a thought partner and someone who could handle special projects that typically only I would do."
— Scott Payne, Chick-fil-A Operator
The Challenge
Scott Payne, a Chick-fil-A operator with eight years of experience, found himself at a crossroads when he was selected to open a new restaurant in New York — a full eight hours from his current location in Virginia. The transition wasn't just a business move; it meant selling his home, buying a new one, relocating his entire family, and simultaneously winding down one operation while standing up another.
Before any of the relocation chaos began, Scott was already stretched thin.
"I knew that was going to be a challenge, and I was maxed out in terms of my margin before we [even] started any of that."A 60-hour work week had become his norm — time that came directly at the expense of his family life, a trade-off he was no longer willing to accept.
Scott sought counsel from others who had navigated similar transitions, and their recommendation was unanimous: reach out to BELAY. He was looking for something specific — not a traditional assistant, but an experienced executive administrator who could step in immediately and without a steep learning curve. As he put it, he had no desire to endure trial and error. He wanted to get it right the first time.
The Solution
After connecting with BELAY, Scott was matched with Virtual Assistant Colby Lane — a pairing that felt right from the very start. Rather than filling a simple support role, Colby stepped in as a true executive administrator. Scott had been explicit during his intake calls about what he needed: a thought partner and force-multiplier capable of owning the high-stakes special projects that had previously fallen solely on him.
"I reached out to BELAY because I knew the level of talent that [BELAY] attracts and the process by which [contractors] are matched is intentional. I had no desire to endure a learning curve in terms of taking on an executive administrator. I wanted to get it right the first time."
Colby quickly elevated the engagement by recommending a structured meeting cadence — Monday, Wednesday, and Friday — which Scott credits with sharpening their collaboration. These touchpoints kept complex projects on track, aligned expectations on timelines, and created the open communication both say is at the heart of their success.
Clear, concise communication is a hallmark of Scott's Chick-fil-A background, and he found an immediate match in Colby's style. Her exceptional attention to detail proved indispensable when managing the dozens of moving pieces involved in closing one business and launching another across state lines.
"There are places only I can be, and there are things only I can do. Because I trust Colby completely, I'm able to be completely present whether with my family, a colleague or whomever."
— Scott Payne, Chick-fil-A OperatorThe Impact
The results of the partnership have been transformational. With Colby managing the details, Scott has been able to reclaim his time and redirect his energy toward the work only he can do — leading his business, stewarding his role as operator, and showing up fully for his family. The 60-hour weeks that once felt inevitable are no longer his reality.
"There are places only I can be, and there are things only I can do. Because I trust Colby completely, I'm able to be completely present whether with my family, a colleague or whomever. That's not relief; that's a game-changer."
Beyond efficiency, the partnership has proven to be a genuine cultural fit. As a Chick-fil-A operator, Scott holds his team to a high standard of hospitality and values — and Colby embodies that ethos naturally. He jokes that some of what she does is "so Chick-fil-A," which is the highest compliment he can give.
Scott no longer operates as a lone ranger. He has found a true teammate in Colby — one who understands the weight of the role and rises to meet it.
"I love having a teammate that gets it and understands that we've both got a part to play, and it's equal in importance. We need one another to get it done."