One of the most common frustrations of owner-directors is their teams and people.
- Managing people at all levels.
Success here marks the difference between an excellent business and one that ‘could do better’.
At the heart of all our work is a commitment to focus on getting your people working together for future business development. Programmes are designed around values, communication, service, and working together.
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How We Can Help
Behaviours, action and results are what we look for.
At the heart of the people debate is agreement (alignment) about the purpose and vision of the business.
The team/culture debate in your business is all about gaps. Gaps between management expectations and staff performance, staff performance and client expectations, between differing communication styles and so on.
As a starting point, a Culture and People Audit will identify the gaps between desired and actual team relationships and attitudes. The process asks tough questions: ‘What do you want to be, compared with the current reality?’ Together, a new business strategy for the future can be designed, highlighting what needs to be kept and what needs to be lost. This can be built into the performance and reward structure of the business.
Once a direction and priorities are in place then the key interventions will be via team, group and one-to-one coaching and with a mentor. All practical and very results-focused.
Clients that have used our consulting process and systems include:
Who This Worked For
A UK bank wanted to transform sales results. It was recognised that staff culture was holding back the sales drive.
Robert Craven worked as a business consultant and designed the whole strategy and delivery process for a culture change programme that saw every customer-facing staff member participate in a seven-day training programme to re-orientate staff values and attitudes to customers and customer service.
Their market share of the business banking market increased from 17% to 21% of 4 million potential customers, amazing business growth.
…fundamental in improving our understanding of what it really takes to run a business…
Jerry Blackett, Sales and Performance Director, Barclays
(Barclays share of the small business market subsequently increased by 25%)
The Client’s Story
“This training is very important, and represents the single largest investment we have ever made in our Small Business staff. Customers tell us very clearly that they want a bank that really understands their business needs and so we have designed a completely new and innovative programme that shows our staff what it takes to start-up and run a small business.
Barclays Business Banking was the classic people story: a senior team felt that there was a gap between themselves and the frontline and between the frontline and the clients.
This is exactly what the subsequent research work revealed and a full-scale training programme was designed to resolve the gaps. The strategic planning included: group work, role-play, examining the customer expectations/journey and how people buy, habits of effective managers and many more soft skills.”
David Lavarack, MD of Small Business at Barclays