When I started Warrior One Yoga ten years ago, I was given a piece of advice that stuck with me: “Work on the business, not in it.” 

So, from the get-go, I decided not to teach yoga classes – but in those early years, I wore all the other hats. 

I was across everything: admin, management, rostering, marketing, customer service, events, cleaning, repairs. You name it, I did it. 

And it took time (years in fact) to figure out how to step back without things falling apart.

What I’ve come to realise is that real success isn’t about doing it all. It’s about building something that works, even when you’re not in the room. 

For me, that meant learning to hire differently, lead differently, and trust more. These three management shifts made all the difference.

Hire people who lead themselves

This one took a while. In the beginning, I hired people based on experience or qualifications, what was on paper. But some of those hires needed constant direction or weren’t aligned with our culture. That created extra work and made it hard to step back.

I started focusing on people who lead themselves. People who are proactive, aligned with our values, and genuinely want to do meaningful work. I look for curiosity, accountability, and a willingness to figure things out. In interviews, I’ll ask questions like “What helps you stay motivated without someone checking in?”

It’s not about perfection. It’s about attitude. When you hire people who take ownership, you create space for them to grow and for you to step back without everything resting on your shoulders. I’m a huge fan of the 80/20 rule, getting things 80 per cent right creates space for 20 per cent growth, reflection and improvement.

Mentor, don’t manage

The way I lead now is very different from how I started. I used to micro-manage and control all the outcomes. But over the years I’ve learned that the best leaders don’t manage, they mentor.

That shift didn’t come naturally. I had to learn it. I read, got advice, and asked my team what they needed from me. I realised that when I stopped trying to be across everything, my team stepped up in ways I hadn’t imagined.

Create the conditions for delegation

Letting go isn’t and wasn’t easy. When you’ve built something from scratch, it’s hard to hand it over. I used to think stepping back meant things would slip. But the opposite happened.

The turning point for me was creating clear systems. We documented everything from how we set up the studio in the morning to how we handle a tricky customer conversation. That gave the team confidence and gave me the freedom to focus on the bigger picture.

Delegation started to feel less risky, because there was structure behind it. When people know what success looks like they rise to meet it and they make it their own.

Now, I can travel, take time away, or pour energy into new ideas, knowing the business is running beautifully without me needing to be there every minute of every day.

Building a business that doesn’t rely on you doesn’t mean you don’t care. It means you’ve done the work to build something strong, clear and empowering, for your team, your community, and yourself.

The post The management moves that allowed me to step back from my business appeared first on Inside Small Business.

The polling, conducted as part of the first tranche of ACCAN’s consumer sentiment research, found that 41 per cent of consumers have limited faith in their telco to act in their best interest due to practices detrimental to their welfare.

In particular, 24 per cent shared that they felt pressured into signing up for a more expensive plan than they wanted while 32 per cent received different coverage than they were led to expect by their telco. Meanwhile, 39 per cent experienced unexpected changes to their contract

“Given the poor treatment many consumers have experienced at the hands of their telco, it is no surprise that trust is in the doldrums,” said ACCAN CEO Carol Bennett. “This research shows yet again that deceptive sales, misleading conduct, and poor customer outcomes are not the exceptions – they’re the shared experience of far too many Australians.”

The preliminary figures support long-standing concerns from consumer advocates, community sector and the ACCC that telco sales practices often exploit consumer vulnerability and confusion, particularly around plan complexity and coverage.

“These issues are not just frustrating – they can be financially and emotionally harmful,” Bennett added. “They also speak to a bigger problem: a lack of accountability in a sector that has outgrown the outdated self-regulatory framework.”

This latest insight builds on ACCAN’s recent campaign efforts to bring about change in the telco sector, including the Fair Call Campaign which calls for stronger, enforceable rules in the telco sector. ACCAN has also welcomed the Enhancing Consumer Safeguards Bill, currently progressing through Parliament, as a long-overdue step toward real consequences for telcos that mislead or mistreat customers.

“Trust in the telco industry is fractured. That trust will not be rebuilt through voluntary codes and industry-written rules. We need binding obligations, meaningful penalties, and a consumer-first approach to regulation,” Bennett said.

ACCAN has urged the Australian Communications and Media Authority (ACMA) and the Federal Government to prioritise consumer interests and a reduction in harm as the key touchstones in their decision-making. 

“Telecommunications is an essential service. Telcos need to be properly regulated and held accountable for the provision of quality accessible services without exploiting or harming consumers,” Bennett concluded.

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Consumers are tired of generic messaging. They want to do business with real, relatable leaders. That’s why people like Alex Hormozi are thriving in the entrepreneurial space (nose strip and gym singlet in tow), they hold more weight than most companies. Their personal brands create trust, which creates demand.

If you’re hiding behind a business name, you’re making it harder than it needs to be. To close more deals and attract better opportunities, you need to be willing to be a little more vulnerable and show the human/s behind the logo.

Trust, authority, and influence in the age of AI

AI can automate just about anything but it can’t replace human connection.

Now more than ever, people crave authenticity. A strong personal brand builds trust faster than any corporate campaign ever could. When people know you, they don’t just buy your services, they buy into your story, your values, and your expertise.

It’s no longer about who has the fanciest looking website or the biggest team. It’s about who can show up, speak authentically, and deliver results. As a leader, it is becoming critical to carve out time to produce quality content. The more touchpoints, across different platforms, the better.

Monetising your brand

A personal brand isn’t only about being “insta-famous” though. You must create clear steps for the consumer to build scalable revenue streams.

The key? Stop trading time for money and leverage your expertise in ways that allow you to serve more people without working more. Even better build a recurring revenue stream, like a subscription or membership. Become the Netflix of your industry.

Here are a few areas to consider:

• Coaching and consulting – High-ticket services for those who need direct access to your expertise. They pay a great deal for your skills to get to where they want to be faster.
• Courses and digital products – This is where I love to play; build it once, make it evergreen, ensure it delivers great results and you could easily add an extra $10k-$30k a month to your business.
• Speaking and media – Get paid for your insights and expand your reach.

You don’t need millions of followers. You just need clarity, consistency, and a reason for people to trust you.

Your next three steps

I wouldn’t be a good coach if I didn’t leave you with clear next steps. If you want to start working on your personal brand then start here:

1. Clarify your niche and message – If you can’t explain what you do and who you help in one sentence, neither can your audience.
2. Show up and share your story – People connect with you, not just your services. What makes you individual is your why, why do you do what you do? What’s the impact or legacy you want to leave behind in the world?
3. Create an offer that converts – Attention is meaningless without an offer. The faster, simpler, easier you can make it for your audience the better. Quality trumps quantity every single time, so dont think volume, think results.

The post Why personal branding is overtaking big marketing budgets in the AI era appeared first on Inside Small Business.

For many businesses, their sales focus is on getting new clients in the door. Many businesses fail to look after their existing clients – despite these overwhelming statistics.

• The probability of selling to an existing client in Australia is 60-70 per cent, while the probability of selling to a new prospect is only 5-20 per cent
• A five per cent improvement in customer retention could increase profitability by 25 per cent

Before chasing the shiny, new client, please look after the ones you already have. 

There are three great reasons (any many more besides these) for this: 

1. Keeping your existing clients onboard costs much less than chasing new ones. 
2. There are latent needs in your existing client that you might be able to serve.
3. Referrals from existing clients are the easiest and best way to access new potential clients. 

Practical steps to show your clients some love

Now you are out showing everyone how much you love them, let’s add some business substance to this.

One of my favourite strategies is to connect with clients in a a quarterly (six monthly or annual) visit (or phone call).  In this visit, use these ideas:

• Get to know them; ask about their life and how they are doing.
• Share with them what you have been working on and learned since you last spoke.
• Share with them what you are looking forward to in the next period.
• Ask them what they have been working on and learned since you last spoke.
• Ask them what they are looking forward to in the next period:
  • SEE where you can help
  • ASK if you can help
  • THANK them for their business
  • ASK for a referral of someone else you would be able to help.

What if you’ve got lots of customers?

If you’re working with many customers or clients, and don’t have time to check in with them, here are some ideas for you to show the love:

• Send them a birthday card and gift related to your business over email. This might be a voucher for your business to encourage them to come back.
• Send big spenders something to say thank you, if you sell products.
• Use a newsletter to share information on what you are doing, learned and looking forward to.
• Ask your customers what they want, where they are having trouble and or seeing opportunities.
  • SEE where you can help
  • ASK if you can help
  • THANK them for their business
  • ASK for a referral of someone else you would be able to help

Loving your clients is an essential part of business, so go out and show the love this February.

The post Client retention is crucial for business growth. Here’s how to keep them happy appeared first on Inside Small Business.

That’s when I discovered the marketing ‘guru’ I’d engaged to help grow my business was changing the bank details on invoices, re-directing them to himself.

The fall out was brutal – and, to make matters worse, it wasn’t the first time I’d been burned by trusting the wrong person.

The first time, I’d found a business-savvy partner to help me run operations for my brand new business. After discovering vitamin IV treatments were commonplace in the US, but barely known about in Australia, I had launched a business bringing them here. Things were going really well until my vision diverged from my business partner’s. We parted ways, and she became a significant competitor in my industry.

In both instances, I was left broke; on the edge of losing everything I’d worked for.

But in both cases, I pulled through. My former business partner’s venture eventually faced challenges and closed. I rebuilt my business after the damage caused by the marketing ‘guru’. From both processes, I gained the comforting realisation that I could always rebuild.

Here are the lessons I learnt after rebuilding my business twice.

1. Do your homework on all potential partners and contractors

Business partnerships should never be entered into lightly. Take the time to understand potential partners, their strengths, and their motivations. Shared values and aligned goals matter just as much as skills and experience. And most importantly, always have clear agreements in place from day one.

Trust must be earned, not given blindly. Whether it’s a new business partner, a marketing agency, or even a key hire, verifying credentials, checking references, and setting clear expectations can prevent costly mistakes.

2. Beware of promises that sound too good to be true

A slick marketer who made big promises about skyrocketing my business, only to drain my bank, was an expensive lesson in due diligence.

Scammers and opportunists exist in every industry. If an offer seems too good to be true, it probably is. Always research thoroughly, seek recommendations, and never make major financial commitments without proof of results.

3. Find mentors who have been where you want to go

After my second failure, I knew I needed guidance. My father, a seasoned business leader, became an invaluable mentor, helping me refine my strategy and avoid repeating past mistakes. His insights gave me the confidence to rebuild in a smarter, more sustainable way.

No entrepreneur has all the answers, and the best way to fast-track your success is to learn from those who have already walked the path. Seek out mentors who align with your vision, join networking groups, and be willing to take advice from people who have real experience.

4. A strong team is your greatest asset

The biggest turning point in my business came when I finally assembled the right team. Finding employees who shared my vision, took ownership of their roles, and were invested in the company’s success made all the difference. A business isn’t just about the founder – it’s about the people who help bring the vision to life. A dedicated team will push your business forward, support you during tough times, and contribute ideas that help the company grow.

After losing everything twice, I could have given up. But instead, I chose to rebuild with a new approach: being more selective about partnerships, protecting myself from scams, and investing in the right team. Those changes didn’t just help me recover – they helped me thrive.

If you’ve faced business setbacks, know that failure is only final if you let it be. With the right people, a smarter strategy, and a commitment to learning from past mistakes, you can rebuild stronger than ever.

The post A partner became a rival and a ‘guru’ stole from me – here’s what I learnt about business appeared first on Inside Small Business.

In particular, 55 per cent of Australian companies have seen improved customer satisfaction (CSAT) scores since using AI-enhanced customer service technology. Companies also favour AI for multilingual conversations (58 per cent) and analysing data to generate insights (52 per cent).

Furthermore, AI-powered customer service software has been well-received by Australian businesses, with 76 per cent of employees reporting a positive impact on customer interactions due to the benefits it offers such as faster response times (60 per cent) and cost savings (58 per cent).

Still, AI cannot fully replicate the human approach in customer services. Humans are found to perform better in most core customer service areas, such as personalised interactions (81 per cent) and sales facilitation (72 per cent), surpassing global averages significantly.

Customer trust an issue

The more pressing challenge is the lack of trust among customers with regard to AI in general. The report noted that maintaining customer trust (51 per cent) and ensuring accurate information (42 per cent) remain key challenges in AI adoption. Capterra also noted that companies need to be transparent on how they are using AI, and that they need to satisfactorily address concerns of how customer data is handled by the AI technology they are using.

Despite these concerns, the report pointed out that the future of customer service AI adoption remains promising, with employees predicting that 44 per cent of customer service inquiries will be managed exclusively by AI within the next five years.

“When adopting AI in customer services, the human element remains vital, but it’s also important to leverage the areas in which both AI tools (for example, faster response times) and human support agents (for example, emotional connection) work best. It’s comforting for customers to know that a complex situation can be escalated to human agents if need be – taking the customer experience to the next level,” says Laura Burgess, Content Analyst at Capterra Australia.

Capterra added that by integrating AI for routine tasks and reserving human agents for complex interactions, businesses can optimise resources, enhance satisfaction, build trust, and maintain operational efficiency.

The post The majority of Aussie businesses are using AI appeared first on Inside Small Business.

When I talk about the ‘how’, I’m referring not just to your logo, but your entire Brand Identity. It’s the personality behind your brand that dictates the look, the feel, the tone of voice, and even the type of ways you choose to interact with your target market. From your online platforms to your point-of-sale displays; customer experience; product packaging; and everything in between. When you have a strong brand Identity, every single interaction you have with your audience becomes infinitely more impactful.

Here’s why:

1. Consistency builds brand recognition: When you follow a set of brand guidelines (specific colours, typefaces, messaging etc) your customers begin to recognise it. The more often they see this particular combination of elements (your branding), the quicker they connect it with your business. This repeated experience fosters familiarity and familiarity equals comfort. The more comfortable they feel with your brand, the more likely they are to buy from you.

2. Consistency establishes trust and credibility: You will no doubt have experienced this in your own purchasing behaviour. When you perceive a brand to be stable and reliable, you are far more likely to buy from them. A consistent brand conveys reliability and professionalism, making a business appear more trustworthy.

3. Consistency creates an emotional connection: Remember in point one I talked about customers feeling comfortable? That’s because how your brand makes them feel, carries far more weight than what it costs, or where it’s made. If you need evidence of this concept, just take a look at Coca-Cola. That entire brand was built around nothing more than a feeling. Having a consistent brand message and tone of voice cultivates emotional ties with your audience, and if done well, will evoke specific feelings to strengthen their attachment to your brand.

4. Consistency differentiates your brand: In a crowded market, having consistent branding sets you apart from competitors. When you have a well-defined Brand Identity, you’re able to lean into that personality and position your brand in a unique way. It provides you with the tools to highlight your brand strengths and reinforce the same message every time. A great example of this is mail-order toilet paper company, Who Gives A Crap. They have a distinct Brand Identity that leverages the same tongue-in-cheek humour in everything they do.

5. Consistency supports growth and scalability: If you lay a strong foundation with a well-defined Brand Identity, you allow room for business expansion and also enable easier scaling of your marketing efforts so that as your business grows, it becomes a much easier task to remain consistent. It also provides a very clear format for any future employees to follow.

So, with all of that in mind, take a moment to reflect on your current branding.

Does your brand have a clear personality? Do your colours and logo reflect that personality? Are your marketing and sales materials written in the same tone of voice? Is your imagery and messaging consistent across everything you put out into the world?

If yes, then you’ve got this in the bag! If not, begin by choosing a message that best suits your business goals, and then create your identity around that messaging.

Now go forth and bring your brand to life, my wonderful business friends.

The post Why brand consistency counts appeared first on Inside Small Business.

This is a common scenario for many small businesses, and it’s a challenge that transcends mere size differences. You will have to delve into the nuances of different and distinct business languages and cultures. I call it the GAP Effect, and I speak and write on this topic often because it’s such a big issue, increasingly so in Australian and NZ Business.

Understanding the communication challenges

Complex processes: For small businesses, delving into the workings of larger companies can feel like navigating a maze and be overwhelming. These giants operate with a complexity that includes layers of approvals, stringent compliance, and bureaucratic hurdles (and bungles …). The complexity can be daunting for smaller, more agile players.

Decision-making speed: We, as small businesses, often pride ourselves on our quick decision-making abilities. Our leaner structures allow for agility. In contrast, larger organisations, with their layered hierarchies, often move slower, bogged down by extensive approval processes. (Translated into practical outcomes, this means that, while your big competitor is filling out forms to get approval to buy a plane ticket, your company will have contacted the client, possibly visited them, and have the whole problem solved. All while your competitor is still waiting for approval to leave their office).

Cultural divide: There is a distinct cultural gap as well. Large companies usually adhere to formal communications and structured processes, focusing on scalability and minimising risks. We, on the other hand, tend to thrive in a more informal, flexible setting that fosters innovation and personal connections.

How to Bridge the gap – trust and respect play a big role

Fostering strong relationships: The cornerstone of smooth communication lies in trust and mutual respect. I know, that sounds so old-fashioned, but transparent personal connections can help navigate through communication challenges. Regular, open, dialogue and a willingness to empathise with the other party’s viewpoint are vital.

Clear and consistent communication: It’s crucial to simplify complex concepts into clear, understandable messages. Strip away the jargon and ensure straightforward communication. This can significantly improve mutual comprehension and trust.

Understanding each other’s worlds: An effective partnership requires a deep dive into understanding the internal dynamics, limitations, and priorities of our larger counterparts. This means recognizing their adherence to risk management and procedural complexities. Yes, it takes a bit of work, but all successful partnerships do.

Enhancing partnerships for stronger supply chains: Effective communication is the bedrock of successful partnerships. If we can align our communication styles – or at least understand them – we can collaborate more effectively with our larger partners. This improves individual relationships, and bolsters the resilience and efficiency of the entire supply chain. Everyone benefits.

As we progress through 2024, I urge you to focus on understand and leverage your approach to building trust. There are real opportunities for SME owners and managers who understand how important trust and transparency have become in business communications.

As an aside, the Edelman Trust Barometer was released last 15 January and is about how much we trust (actually, it’s how much we don’t trust) governments, NGOs and the media. Once I have digested the report, I will be writing some more articles on this theme, with tips on how to turn a failing of your big competitors into an opening for you,

The post Trust the key to bridging the communication in supply chain partnerships appeared first on Inside Small Business.

Despite limited resources, small businesses can build effective teams by prioritising trust, embracing healthy conflict, and applying the principles outlined in Lencioni’s model. Investing time and effort into team development is not a luxury but a necessity for sustainable growth and success.

It’s only natural for teams to become dysfunctional. At the end of the day, they are made up of individuals with varied interests, strengths, and weaknesses. Even the most well-intentioned people slip into unproductive and unhealthy behaviour, but leaders can overcome this by ensuring they are instilling the right type of behaviour within a team.

Successful teamwork is not about mastering the subtle sophisticated theories, it’s about combining common sense with levels of discipline and persistence. 

Patrick Lencioni, renowned author and organisational consultant, highlights this issue in “The Five Dysfunctions of a Team.” Lencioni argues that the fear of conflict and the pursuit of artificial harmony often lead to mediocre results and missed opportunities.

Lencioni’s five dysfunctions – absence of trust, fear of conflict, lack of commitment, avoidance of accountability, and inattention to results – provide a valuable framework for identifying and addressing areas of improvement. By recognising and addressing these dysfunctions, small businesses can foster a culture of trust, collaboration, and high performance.

Trust lies at the heart of any successful team, irrespective of its size. In small businesses, where every team member plays a critical role, trust becomes even more paramount. Trust doesn’t mean being able to keep secrets but instead showing vulnerabilities and knowing that the team will have each other’s back. 

Leaders need trust in the team to know that you can have conflict, and in fact, conflict is welcomed but not being afraid of conflict leads to better outcomes for business. Without trust, a team can become fragmented, stifling creativity and hindering progress. Small businesses should prioritise trust-building initiatives such as a murder mystery party or ice breakers to nurture an environment where team members feel safe to voice their opinions, take risks, and challenge the status quo.

However, one common pitfall that small businesses must avoid is falling into the trap of artificial harmony. It is easy to confuse agreement with consensus, as disagreements can be uncomfortable and time-consuming to resolve. But failure to address underlying conflicts and embrace diverse perspectives can undermine the very foundation of a team. 

From there, small businesses must ensure that team members feel a sense of commitment and ownership towards shared goals. This can be achieved by involving team members in decision-making processes, providing clarity of purpose, recognising, and celebrating individual and collective achievements. 

Fostering accountability within the team is crucial, whether that is setting clear expectations, roles, or responsibilities, each team member should be established in the team. This can be further encouraged by regular check-ins and performance evaluations holding everyone accountable for their actions and nurturing a culture of continuous improvement.

Finally, small businesses should never lose sight of the ultimate goal – achieving results. By aligning team goals with the overall business objectives, small businesses can motivate their teams to strive for excellence. A team that is not focused on achieving team results can become complacent or disengaged, leading to a lack of motivation and productivity. 

While there will be challenges for small businesses in building effective teams, by nurturing a culture of trust, fostering healthy conflict, and encouraging accountability and commitment, small businesses can unlock the full potential of their teams and achieve remarkable results.

The post Unlocking the power of small-business teams appeared first on Inside Small Business.

We should be concerned by the 2023 Edelman Trust Barometer Report. It is an annual survey of 32,000 people in 28 countries that measures trust in institutions and industries. This year, for the third year in a row, Business is the only trusted institution across the world. I guess this reflects the fact that businesses were able to react to the COVID-19 pandemic better than governments. Trust in Government has fallen again – hardly a surprise.

The most startling result for me is the collapse in economic optimism. The survey asked all those people the question, “Thinking about the economic prospects for yourself and your family, how do you think you and your family will be doing in five years’ time?”

Only four out of 10 people think they will be better off in five years. That is a 10-point drop since last year. That’s a lot of people who are feeling pessimistic about their future. Psychologists tell us that  

• pessimism contributes to depression and anxiety
• pessimism contributes to negative health effects
• pessimists tend to have greater stress and fewer resilience skills.

When we continually look for the negatives in life, it’s not surprising that that’s exactly what we find – more negatives!

Why so pessimistic?

The Edelman Report gives us an insight into why so many of us see our future in a negative light.

• We see our ‘social fabric’ breaking down.
• Almost two-thirds believe that the ‘lack of civility and mutual respect’ is the worst they have ever seen.
• Just over half of us believe that our country is more divided now than in the past.
• They believe that there will be worse to come if our societies remain as polarised as they are now:
  • worsening prejudice and discrimination
  • slower economic development
  • violence in the streets
  • financial suffering
  • inability to fix things up.

However, there is a bright side to the report. If you are reading this post, you are most probably going to be part of the solution.

While business in general is trusted across the world, people trust their own employer more. Even those pessimistic people trust their own employer. If you are a family business owner, you are even higher up the trust list.

So, how do we, as business owners and managers, work to get society back to a place of trust? Easy – we engage with society in more ways than simply buying and selling goods and services.

Our stakeholders (employees, suppliers, customers) want us to speak up and take action on the big issues that face us:

• climate change
• economic inequality
• energy shortages
• healthcare access
• trustworthy information
• workforce reskilling.

That’s a big, broad and probably overwhelming list, but the report gives us several specific measures we can all actually do. Amongst these are:

• Pay a fair wage, and make sure your suppliers do, too.
• Support the community where your business operates.
• Pay fair corporate taxes.
• Speak the truth – publish trustworthy content.
• Pull your advertising spend from platforms that spread misinformation.

That’s not the total list, but it’s a good place to start your 2023 with. 

• Retrain your employees to face a changed future when technology and automation eliminates roles.
• Defend facts and expose questionable science used to justify bad social policy.
• Support politicians and media that build consensus and cooperation.

Business has to lead, and restore economic optimism.  Where will you start?

The post How business can help to heal our lack of trust appeared first on Inside Small Business.