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This blog shares lessons from real-world experience, speaking engagements, and organisational transformation, offering insights that inspire smarter decisions and sustainable growth.
“But surely that’s just common sense?” I’ve heard that so many times from frustrated business owners. Someone hasn’t done something the way they expected, a customer hasn’t been dealt with properly, or something obvious has been missed, and the reaction
We all love having those people in the team: the ones who just know what to do. They’ve been around for a while, they understand how everything works, they know the customers, they know the quirks of the business and
There’s something lovely about coming back from holiday and being told, “Thank goodness you’re back, we’ve missed you.” It makes you feel valued and important. Before you enjoy that warm glow for too long though, it’s worth asking exactly why
Most of the chaos in a small business has been quietly built by the owner. I meet a lot of business owners who are drowning in complexity. Too many moving parts, too many things that only they can handle, too
Customers judge you on what they can rely on every day. Cast your mind back to a business you’ve stopped using. The chances are it was the inconsistency. The times it was great followed by the times it really wasn’t,
Every touchpoint a customer has with your business tells them something about you. The question is what it says, and how deliberately you’ve shaped it. Think about the last time you had a really poor experience with a business. My
