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

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/]

104. How can you attract the best and brightest to work in your business?

I am joined on this podcast with Ronnie Cheung from the Talent Connection. Ronnie is a Recruitment Consultant and a Career Coach who helps New Zealand businesses find the best person for the job. Ronnie has over 12 years’ experience across a broad variety of industries, as well as experience in providing human resources support. Ronnie talks with me about how SME owners/leaders in New Zealand can attract the best talent for job openings within their organisations. All business owners know that attracting top talent has always been a crucial part of business success but in today’s market it has never been more important. Ronnie chats with me about how a strong employer brand can set you apart from your competition and help your organisation secure the best and brightest candidates. Ronnie talks about defining an Employer Value Proposition (EVP), the importance of showing your workplace culture, as well as professional development pathways and ensuring you have a strong online presence. We also dive into the actual process and some of the behind the scenes work that goes on when advertising a new role, screening candidates, the interview process, reference checks, psychometric testing and more! I recommend this one as a must listen for all SMEs who need people in their business. We all know the immense cost (financially and psychologically) of a ‘bad hire’ but Ronnie gives golden insights into how to avoid this in your business moving forward. You can learn more at www.talentconnection.co.nz [http://www.talentconnection.co.nz/]