I recently had the great privilege to spend an hour with a business leader who had sold their business just a few days before, after 22 years. That business started in their bedroom, and they built it up over time to just short of a million-pound turnover – a modest-sized business, but what an insight into client care and how you create a business that works brilliantly with three grades of client, establishing enough capital value to enable it to be sold for a substantial sum. I hope you'll take time out to listen to this deep and meaningful, highly valuable conversation with Tracy Irwin. She signposts specifics that you and your firm can employ to build that value equation in your clients' minds, allow you to better look after your team so that they deliver exceptionally for your clients and then to ‘live happily ever after’, as the saying goes. Please scroll down the podcast’s episode page for the contact information for Tracy and for the additional, downloadable resources mentioned in the podcast. |
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During the podcast, Paul and Robert discuss the value of KPIs for both the team and the clients. Robert talks about the typical KPIs for a hospitality business and their importance to management and to the wider team. He feels that when the team have KPIs they are more invested and better connected to the KPIs of their manager, as well as to the business as a whole.
From his team’s point of view, Robert thinks that quarterly goals are too broad, so they have introduced monthly meetings with each team member to ensure that their current KPIs and goals are still correct and achievable.
Rob's main KPI is team happiness – if they are happy, the clients are happy.
Most accountancy firm owners and managing partners measure what they think is right rather than measure what matters most.
We know accountants love to track and measure – let’s make sure you track and measure the right things in your firm. Click here to read this Business Breakthrough report – Healthy Heartfelt KPIs – and discover how to use them as key PREDICTIVE indicators.
Towards the end of the podcast, Robert and Paul discuss leading and managing change and how there is just never enough time to get eveything done. Rob talks about the discipline he attaches to his running and admits that he does not always get the work/life balance right.
He mentions a book called Atomic Habits, by James Clear, that outlines how small changes can make a big difference. Here is a link to the book.