E12 Protect Your Project Margins with Natalie Hamblett

E15 Faster and Easier Upselling with Liam Pearce

In this episode, host Granger Forson talks with Liam Pearce, founder of Pearce IT, about the evolution of his managed IT and telecoms business. Liam shares how he transitioned from the corporate world to support SMEs with enterprise-level technology at a price that fits their budget. They explore the growing importance of compliance in industries like care and education, the value of fully automating internal billing systems, and a tactical coaching session on how to systematically upsell new technology to an existing client base without overwhelming the team or the customer. Key Takeaways * Enterprise Tech for SMEs: Liam founded Pearce IT in 2012 to give smaller businesses access to high-level technology and cybersecurity qualifications usually reserved for large corporates. * Compliance as a Growth Driver: Specialising in highly regulated sectors like schools and care homes has been key. All staff are DBS cleared, and the firm is Cyber Essentials Plus certified. * The Power of Automation: To regain energy and focus, Liam mandated that all suppliers have open APIs that integrate with his billing and ticketing systems, ensuring accurate billing from day one. * Growing People, Even if They Leave: Liam views a staff member leaving for a large corporate role as a "proud moment" rather than a loss, as it validates the high-quality training and empowerment they received at Pearce IT. * AI as a "Co-pilot," Not a Replacement: Liam believes AI should assist processes and simplify tasks but never replace the human judgment required to decide what is truly right for a client. The "Hurdle": Systematizing Upsells to Existing Clients The episode tackles a common frustration: the time-consuming effort required to introduce new products (like Microsoft Copilot) to a large existing client base of 650 accounts Liam’s "Healthy Business" Tip Liam emphasises the importance of a ticketing system for transparency. It keeps both the team and the client informed on the status of complex installations, reducing burnout by clearly prioritising tasks. Resource Links & Contact Info * Website:  https://www.pearceit.co.uk/ [https://www.pearceit.co.uk/] * Facebook: Pearce IT [https://www.google.com/search?q=https://www.facebook.com/pearceit]

E14 Differentiate to Win with Charlie Cadbury

In this episode, Granger Forson is joined by Charlie Cadbury, the founder of Say It Now, a pioneering agency that bridges the gap between traditional media (TV and radio) and digital engagement using voice technology. Charlie shares the journey of his 19-year career in the agency space—from his early days running a 50-person web agency in Soho to the challenges of navigating the "voice 2.0" landscape with his current venture. The discussion explores how to build defensible tech, why "Key Person of Influence" strategies beat generic marketing, and how to differentiate yourself when the market feels crowded. Key Takeaways Voice-Enabled Advertising: Say It Now provides a platform that allows listeners/viewers to interact with ads via smart speakers, creating a real-time data feedback loop for brands like Tesco and Diageo . Building a "Data Lake": Charlie highlights that while software can be copied, proprietary data sets provide a "moat" that software alone cannot. He is racing to fill a data lake with consumer engagement insights that do not exist anywhere else. The "Key Person of Influence" Strategy: To differentiate in a crowded market, Charlie advocates for building the personal brand of the business leader. If you have 100 factories, people will choose the one with the smiling leader . Iterative Growth: After the collapse of his first 50-person agency due to cash flow issues, Charlie shifted his focus to leaner models and high-value partnerships, valuing "surprising brilliance" over raw headcount . The Power of Consistency: Even when you’re "bleeding edge," don't underestimate simple habits. Charlie has written a monthly newsletter for 15 years; it remains his most consistent tool for keeping warm leads engaged . The "Hurdle": Standing Out in a Crowded Market Many business owners struggle to differentiate themselves, often feeling they have to compete on price or buy "Google placement" to be heard. The Coaching Discussion & Proposed Experiments: Don't Sell the Business—Sell the Leader: Build a personal brand alongside the company. Use PR to become an "industry commentator" rather than just another service provider . The "Partnership Hack" for Quick Results: If you need immediate leads, find a non-competitive partner to create a joint research paper or case study. This "1+1=3" approach allows you to leverage each other's audiences for faster market penetration . Hygiene Content vs. Hero Content: Use a monthly newsletter as your "hygiene" piece to maintain relationships. It keeps you front-of-mind so that when a prospect is ready to buy, they already trust you . "Sharpening the Pencil": Networking events are one of the fastest ways to refine your pitch. If you have to explain what you do to 30 people in a room, you will naturally discover how to articulate your value more clearly . Charlie’s Insight on AI Distraction "The distraction piece is... because these tools are changing on a weekly basis, it doesn't necessarily mean that I need to change my working habits on a weekly basis. Distinguish the signal from the noise." Resource Links & Contact Info Website: sayitsnow.ai [http://sayitsnow.ai] LinkedIn: Charlie Cadbur [https://www.linkedin.com/in/charlescadbury/]

E13 Improving Remote Team Communications with Phil Gibbens-Balaquidan

In this episode, Granger Forson speaks with Phil Gibbens-Balaquidan about the operational realities of managing short-stay accommodation. After transitioning from a long-term letting agent role, Phil and his husband, Jason, built a business that handles the entire lifecycle of a short-term rental—from marketing and guest liaison to maintenance, cleaning, and financial reporting . They discuss the importance of local expertise, the necessity of absolute control over the cleaning standards, and the transition from "doing it all" to managing a scaling team.     Key Takeaways •    The Full-Service Model: The business offers a completely hands-off experience for landlords, handling everything from listing strategy to the final clean-up after a guest departs . •    "Never Outsource the Outsourcing": Phil emphasises the importance of vertical integration. Unlike competitors who offload cleaning to external agencies, Phil keeps his housekeepers and managers close to ensure quality control . •    Review-Driven Success: In the short-stay market, reviews are everything. Phil notes that listing a property without reviews is difficult, so he prioritizes getting great initial feedback to build momentum . •    Responsive Management: A key differentiator is the team's ability to respond to guest issues immediately, 24/7, even going so far as driving to the property if an emergency arises in the middle of the night . •    The "Show Home" Advantage: Short-term letting can actually help landlords sell their properties faster, as the home is constantly dressed and "guest-ready," essentially acting as a permanent show home for potential buyers.   The "Hurdle": Managing the "Whirlwind" of Growth Phil manages over 70 units with a small team and struggles with the operational "whirlwind" of rapid growth. He is working 90-hour weeks and is looking for ways to transition from "doing the work" to "directing the team" without diluting the high standard of service his clients expect .   Phil’s Insight on Service "The test of a company is how you deal with something when it goes wrong, because stuff goes wrong all the time... it’s about putting yourself in the guest’s shoes and knowing how you’d expect the company to deal with it when they’ve screwed up" .     Resource Links & Contact Info •    Website: jasonphillip.co.uk [https://www.jasonandphilip.co.uk] •    Airbnb/Co-Hosting: Phil is a registered co-host on Airbnb for owners looking for hands-off management.

E12 Protect Your Project Margins with Natalie Hamblett

Episode Summary In this episode, host Granger Forson is joined by Natalie Hamblett of Severnview Home Improvements, a family-run business specialising in high-quality windows, doors, and conservatories. Natalie shares the company’s journey from its origins in her husband Dean’s lifelong fitting experience to recovering from the sudden loss of a major contract. They discuss the critical importance of the customer journey, the benefits of specialised roles, and a practical "hurdle" session on improving operational efficiency through standardisation and checklists. Key Takeaways * The Power of Personal Connection: Natalie highlights that in the trade industry, trust is built through personality and empathy. She shares a success story of winning over a nervous client by simply bonding over a love of dogs and putting her at ease. * Recovering from "Single-Contract Reliance": Early on, the business relied on one massive, lucrative contract that eventually went quiet. Natalie discusses the hard work of pivoting to organic lead generation and paid platforms to keep the business afloat. * Specialisation vs. "Doing it All": A major turning point was outsourcing the pricing and estimation role. This allowed Dean to focus on surveying and fitting while ensuring customers receive accurate quotes within 24–48 hours. * The "Small Window" Strategy: Natalie views small jobs (like a single window replacement) as vital trust-building exercises that often lead to full-house installations later. * Continuous Lead Generation: Lead generation cannot slow down when operations get busy. Natalie maintains a mix of SEO, paid leads, social media, and traditional "old-fashioned" leaflet drops. The "Hurdle": Fitting Times Exceeding Estimates Natalie identifies a recurring issue: roughly 50% of fitting jobs take longer than planned, which erodes profit margins due to unallocated overhead costs. The Coaching Discussion & Proposed Experiments: * Root Cause Analysis: Delays are often caused by internal factors like lack of communication or missing equipment on a van. * The Checklist Solution: Granger compares the trade environment to emergency services. Just as an ambulance crew wouldn't forget a defibrillator, a fitting team needs a standard checklist to ensure every tool and ladder is on the van before leaving the yard. * Standardising the "Mobile Workshop": Natalie plans to experiment with organising all company vans identically. This ensures that even a "fitter’s mate" knows exactly where every tool is located, reducing downtime on-site. * Feedback Loops: The team will implement a review process where fitters, estimators, and surveyors discuss why a job went over time to build that knowledge back into future estimates. Natalie’s Operational Insight "My priority is the customer journey. You should get a price within three to four days maximum... we ensure as an operations manager that this gets done quickly for the customer." Resource Links & Contact Info * Website: severn-view.co.uk [http://severn-view.co.uk] * Social Media: Look for Severnview Home Improvements on Facebook, Instagram, and LinkedIn.

E11 Am I Being to Salesy? With Helen Tebay

In this episode, Granger Forson is joined by Helen Tebay, known as The Sales Lady. Helen shares her journey from corporate sales in engineering and pharmaceuticals to building a coaching business that helps service-based founders sell in a way that feels natural and fun. They discuss the "identity level" shifts required to master sales, the power of simple marketing, and how to stop treating sales calls like a "cringe" obligation and start seeing them as the highest service you can offer a client. ---------------------------------------- THE "HURDLE": HOW TO SELL WITHOUT LOOKING "SALESY" The most common question Helen receives is: "How do I sell without feeling pushy or repelling people?". The Coaching Discussion & Proposed Experiments: * Root Cause Awareness: We often dull down our sales offers because we think we are "taking" from the client rather than giving them access to the help they desperately need. * The Brain Dump: Helen suggests writing down every thought and feeling you have about selling to see where unhelpful emotions like shame or embarrassment are scuppering your efforts. * Choosing Better Thoughts: Replace "I'm being pushy" with "This is the moment they get to decide to change their life". * The "Warm Onion" Strategy: Next week, make offers for simple conversations to people in your closest circle—previous clients and trusted contacts—to practice articulating your value in a low-pressure environment. ---------------------------------------- HELEN’S "SIMPLE" MARKETING HABIT Helen spends just 10 minutes a day on her LinkedIn posts. Her secret? Stop thinking about what you want to say and start thinking about what your client is currently feeling and thinking. ---------------------------------------- RESOURCE LINKS & CONTACT INFO * Website: helentebay.podia.com [http://helentebay.podia.com] * LinkedIn: Helen Tebay, The Sales Lady [https://www.linkedin.com/in/helen-tebay-the-sales-lady-92804b12/] * Program: The Sales Refresh ----------------------------------------