Author name: Marco Soares

When you walk into your office is it like this? Or like this? This week I want to talk to you about energy and how incredibly important it is that you are a radiator in your business and not a big old drain – Hiya Georgie What’s the difference? A radiator is somebody that radiates […]

Remember the good old days when you had a vacancy and all you had to do was this. And then this would happen. Well, unfortunately, it feels like it’s a little bit more like this now. In the UK, many businesses are finding it really challenging to be able to attract the right talent into

People arriving late for meetings, team members not doing the things that they say they’re going to do, sloppy work being consistently produced… What are you going to do about it? This week I wanted to explore some of the common challenges that a lot of business owners face. People not being fully prepared for

This week on “Mind Your Own Business”. Finding your sweet spot. I want to share a cool concept that I created to help my clients understand strategy more effectively and it’s called “the sweet spot”. It’s all about the effective allocation of your company’s resources in order to be able to create sustainable competitive advantage

This week on “Mind Your Own Business” the importance of pacing yourself when it comes to setting goals. It’s that time of year, where everybody is talking about the goals that they’ve set themselves, their New Year’s resolutions and I just wanted to share a concept with you that I think is really relevant to

This week, we’re talking Management Information or M.I. Now come on stay with me I will keep it top level and interesting, I promise It is really important that you have a specific M.I. pack that you’ve agreed with your finance team and it’s also really important that that M.I. pack is delivered to you

What goes up, keeps going up. This week on mind your own business I want to talk about increasing costs. At the moment it feels like an assault from every single direction. You’ve got wage costs going up which has been exacerbated by a recruitment shortage. You’ve got material costs going up and that’s been

This week we solve the mystery is the grass really greener on the other side? I had a conversation with the clients earlier in the week that felt that they weren’t achieving the goals that they wanted in their business and they felt that it was time for a change. This business owner was just

So here are a couple of questions for you to think about. Number one, do you have a proper process in place to deal with complaints? Do your team members understand it, and do you test them on it? Next up, do you have some sort of a system for recording your complaints and have you used that information to improve your training or your processes?

Complaints are really useful because it helps you do better business. So let’s get to the meat of the conversation. You need a proper framework for being able to deal with customer complaints in a way that helps the customer feel heard and that you are on top of whatever issue that they have. Here’s a really cool framework that one of my clients uses, and it’s worked really, really well for them, and I think it could work really well for you.

I want to talk about progression. You’ll have people in your company, the bright stars out there who are very ambitious and want to grow and want to develop and want to be able to earn more one day. The challenge with some of those people is that they are all preconditioned to think that the only type of progression is a vertical progression where you become a line manager. That is not obviously the case. There are other ways of being able to progress, and that is horizontal progression. Horizontal progression is all about expanding somebody’s area of responsibility, so that’s about giving them more responsibilities or more important responsibilities.