It’s sometimes easy to become distracted with the bells and whistles, the proactivity and the value-add of the way you serve and work with your clients and, as a consequence, you can lose the need, the essential need, of delivering brilliantly at the basics. This podcast with Jolawn Victor, Chief Growth Officer of Go Cardless, got me thinking (and will likely do the same for you) about the basics around helping clients collect cash. She shares insights to help you and your firm become better at collecting cash, as it is one of the fundamental basics of running a healthy business – it’s the oxygen of the business. As everyone says, cash is king. If you want to learn more and dive deeper into the insights shared by Jolawn and please scroll down the podcast’s episode page for the contact information for Jolawn and for the additional, downloadable resources mentioned in the podcast. |
The Solution:
Yes, we have sandbox accounts in all of these ways where you can be in the product, but nothing will replicate you sending your own money out of your bank account into somebody else's.
So, for me, that customer empathy and personally experiencing what it is that we're building, designing, changing, and innovating is harder to do in this environment because of who we are and how we serve our customers, and that's okay.
But that for me is what really humanises the experience as an employee, is understanding exactly how important these things are. It's making that connection between what everybody does on a day-to-day basis and what the experience is that we're building.
SHOW NOTES
Connect with Jolawn
Connect with Paul
Resources relating to this podcast:
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.