FOR Anna Chang-Liao, co-owner of National Self-Serve Wholesale in May Pen, the concept of family extends beyond her own kin to her customers, friends and the community around her. Hard work is for serving family and business alike. Perhaps this is why she is gaining recognition both as a businesswoman and a philanthropist.

“What would be in my autobiography?” she reflects, responding to a question in a recent interview. “When I look into myself I was saying… family. Because I always consider myself as a family person and I always say that my workers, my customers, and even my friends, I just consider them as a family.”

In 2019 Chang-Liao received the Order of Distinction in the Rank of Officer (OD) from the Jamaican Government for “contribution to the field of entrepreneurship and philanthropy” affirming the impact of her familial nature in both business and community.

On Mother’s Day 2021, in the middle of the COVID-19 pandemic, the businesswoman was featured by the Jamaica Observer for her work in assisting single mothers during the global health crisis by providing basic food items on a monthly basis to those facing reduced hours or job losses. Notably, the story focused on how she saw herself as a second mom to a two-year-old, ‘Baby Kim’, whose biological mother struggled with mental illness.

“When I see other mothers, some of whom are employees, struggle to provide for their families, as a mother I really feel compelled to help them out because being a mom is really hard,” the article quoted her as saying. “Sometimes, we just need a helping hand to help us get by; so I help out because I can.”

The wife of influential businessman, Stephen Liao, with whom she co-owns the wholesale business, balances her work with raising four children of her own, three boys and one girl. It is not easy with such a demanding job.

“We’ve been in business for about 17 years now, me and my husband,” Chang-Liao revealed. “We just try to give the community good service, the goods at cheap prices, and look after them… just treating them like they are our family.”

“It’s hard… sometimes we can’t get the good prices… sometimes [the customers] do have issues but we have to try to look after them, keep them calm, make them feel that everything is okay,” she added.

It is challenging work in the face of the ups and downs of running a wholesale enterprise.

“The hard days are when there is nobody in the store and you know that when there is nobody there, you can’t pay workers, can’t pay bills,” Chang-Liao said. “And you know when workers don’t get paid they are grumpy, angry people.”

“But the good days… we have to appreciate the customers coming in, shopping with us,” she continued. “As they get their little pay they buy what they need. Sometimes they buy a little basket, sometimes they buy a big trolley or sometimes even a flatbed. We appreciate those days. When National [the wholesale business] is filled up you know we can pay the people, bills are alright and we can even help out the community.”

Chang-Liao’s busy schedule does not allow her to spend as much time as she would like with her children. The wholesale operation strives to accommodate customers, opening at seven in the morning to seven at night and on Saturdays from eight to six, even operating on last Sundays from eight till two. Consequently, the businesswoman feels the need to allocate more time to her children.

Upon going home each day, Chang-Liao makes a conscious effort to be present with her kids, engaging with them and inquiring about their days. On Sundays, she prioritises spending quality time with them, offering her undivided attention to ensure their well-being and stay connected with their activities.

With her children already showing interest in the business, she envisions them becoming involved in important roles and taking over eventually.

Drawing from her personal experiences, the advice she would offer young female entrepreneurs is to be resilient in the face of obstacles that arise in business. Chang-Liao counsels that instead of feeling discouraged it is important to adopt the perspective of “I have to do it” which is integral to transforming someone into a successful businessperson. It is a mindset that views obstacles not as insurmountable but as opportunities to grow.

“It’s all about your mind and your determination to do it,” she insisted.

As a woman working with men in this particular field, the businesswoman underscores the need for firmness and standing one’s ground when necessary. But she is quick to point out that assertiveness is a trait required for dealing with any challenging employee, regardless of gender. At the same time she emphasises that firmness should be tempered with compassion, ensuring that assertiveness does not manifest as mistreatment.

“Remember, everybody is human,” Chang-Liao said. “You can’t really treat them badly. Everybody has feelings so we have to know what is the right technique, the steps and the strategy to say ‘alright, we talk to them this way’ so they listen to you and they say ‘alright, what you are talking makes sense.'”

Again, everything comes back to a compassionate, familial approach whether it is managing employees, relating to family or serving the wider community. It is a philosophy with which she is fully engaged in all aspects of her very busy and active life.

“My motto, I will always say, is live life to the fullest,” Chang-Liao declared. “Because you know life is short. Enjoy life, enjoy the people around you, enjoy your children and your family, and you just live it, because you never know what will happen tomorrow.”