108. Operational Noise - what is it and how to quieten it down for increased customer satisfaction

109. The power of giving back for business

In this episode I am joined by Mitch Shaw from Upstream. Mitch is the Managing Director and Co-founder of Upstream, a charitable organisation that connects businesses and charities in a way that turns everyday spending into real support for young people across New Zealand.   Mitch joins me to talk about the story behind Upstream, how it works, and why it exists. We discuss his own background, including how youth work played an important role in his life when he was younger, and how those experiences helped shape the work he does today. Mitch has seen first-hand the difference that good support, good people and the right opportunities can make for young people.   Upstream was created as a smarter and more sustainable way to fund youth-focused work. Rather than relying only on donations or grants, the model allows businesses to use suppliers within the Upstream network, with a portion of those everyday transactions going back to support charity partners. In simple terms, businesses can keep spending money on the things they already need, while also helping generate funding for young people in the community.   We also talk about how businesses can get involved, why purpose-driven business is becoming more important, and how small decisions in a supply chain can create a much bigger impact over time.   Mitch brings a grounded and genuine perspective to this conversation. If you are a business owner who wants to understand how your business can do good in a practical and sustainable way, this one is well worth a listen.

108. Operational Noise - what is it and how to quieten it down for increased customer satisfaction

I am joined by Nabilah Chivelkar from Thryv Australia and New Zealand. Nabilah is a Senior Sales Effectiveness Coach and works with small businesses to improve how they operate, communicate, and ultimately deliver for their customers.   Nabilah joins me to talk about what she describes as “operational noise” the day-to-day inefficiencies, systems, and processes that quietly erode time, energy, and customer experience. We explore how this shows up in real businesses and the impact it can have on trust, momentum, and growth.   We also discuss the growing gap between what businesses think they are delivering and what customers are actually experiencing, and the increasing level of “invisible work” customers now expect, from fast responses through to seamless communication.   Nabilah shares practical insights on where business owners should focus their time and energy, how simplifying operations can actually unlock growth, and what small changes can make the biggest difference.   This is a really valuable conversation for any business owner feeling stretched or looking to improve how their business runs behind the scenes. I really enjoyed this one.

107. How AI recommends your business and what you can do to prepare for this shift

In this episode I am joined by Chris Van Langenberg from Thryv Australia and New Zealand. Chris is a Senior Sales Capability Coach and works closely with small businesses across the region, helping them better understand how they are found and chosen in an increasingly digital world.   Chris joins me to talk about how AI is changing the way customers discover businesses, and what that means for small business owners. We unpack the shift from traditional search to AI-driven recommendations, and the signals that now matter, from reviews and responsiveness through to consistency across platforms.   Chris shares practical insights into the common mistakes businesses are making when it comes to their online presence, and more importantly, what they can do right now to improve their visibility. We also look ahead at where this is all heading and what “being found” might look like in an AI-first world.   There is a lot in this one for business owners who want to stay relevant and competitive as the landscape continues to shift. Chris brings a clear, practical lens to what can otherwise feel like a complex topic. Definitely worth a listen!

106. Straight from the Heartland – how do you reverse a mortgage?

In this episode I speak to Ben Jamieson from Heartland Bank. Ben is a Business Development Manager at Heartland Bank, and he looks after the area from Canterbury to Southland and everywhere in between. Ben joins me to talk about reverse mortgages and how they might benefit folks (and business owners!) in their 60s and beyond. Ben also touches upon some other niche products that Heartland Bank can offer to people in Business such as motor vehicle lending, plant and equipment loans and livestock lending. Ben has decades of experience in the banking industry and has been involved with reverse mortgages for many years. It is fair to say he knows the product inside out and shares a multitude of ways that this product can help free up equity for people to do the things that matter or are needed. Ben’s passion for helping people is clear and he shares some neat insights and stories that ground this in reality. This is general information about Heartland Bank Reverse Mortgages and not individual financial advice. Heartland Bank Limited’s responsible lending criteria, fees and charges apply. If you have ever wondered about reverse mortgages or what Heartland Bank does, then give this one a listen.

105. Bespoke Wealth with Tom McBride

In this episode Tom McBride from McBride Wealth joins me to talk about all things investing. Tom started his own business in 2024 after accumulating over 10 years’ experience providing financial advice in a NZ firm. Tom created McBride Wealth to service a need in the community for independent investment advice and bespoke financial advice for one-off engagements.  Tom was born and raised in Christchurch and obtained a Commerce degree from Canterbury University in Finance, Accounting and Information Systems. He has also obtained a NZX Diploma and NZX Adviser qualification. Previously he has contributed his know to media discussions, having appeared live on CNBC and offered market insights to publications such as the National Business Review (NBR), Business Desk and The Press. With over 10 years helping client’s navigate market fluctuations Tom is well equipped to help business owners achieve their financial goals. Tom talks with me about investment fundamentals, time in market versus timing the market, Kiwisaver, lifestyle creep, future selves, retirement goals and much more! There is so much in this one to digest. You can find out more about Tom and his services via his website www.mcbridewealth.co.nz [http://www.mcbridewealth.co.nz/]