A customer-focused culture starts with strong leadership and a commitment to valuing and empowering employees. That’s the perspective of Michelle Fahey, Executive General Manager of People, Safety & Engagement at Intellihub Group, a digital energy management company.

Having landed into an HR career, Michelle has the uncanny ability to read and engage with people quickly. She’s discovered how empathetic leadership and coaching methodologies can foster a sense of purpose and engagement among employees. Michelle discusses with host Ingrid Maynard that protecting and nurturing a positive culture is essential for attracting and retaining high-performing employees.

MORE INFORMATION 

Michelle Fahey LinkedIn 

The Sales Doctor

We’re led to believe we choose our own career, but in reality careers often choose us, particularly sales careers. Shaun Carey, Chief Sales Officer at Tradeware, shares his career journey and how he has embraced the opportunities that have come his way.

Shaun emphasises the importance of understanding the sales role and having clarity in performance expectations. He also highlights the significance of behaviours and how they contribute to culture and success in sales. He shares his advice for job hoppers, encouraging them to demonstrate their capabilities and alignment with an organisation’s pace.

Shaun offers insights on cultural alignment, the importance of being coachable, retaining the best people, alignment and leadership development, understanding the value chain, and delivering value to customers.

MORE INFORMATION

• • Tradeware
  • The Sales Doctor

The relationship with your customers shouldn’t be forged in isolation. Every single touchpoint across the organisation should aim to create a sensational customer experience.  Ingrid Maynard discusses how a stronger customer relationship leads to loyalty and revenue continuity, as well as profitable growth and referrals. She emphasises the need to create an organisation that is in its own league and is a magnetic driver. The ultimate game is for your customers to become impervious to your competitors and feel like they are a part of your organisation.

MORE INFORMATION

The Sales Doctor

We spend so much effort and resources on learning the tools to do our job. However, it’s those often-overlooked soft skills, such as self-awareness and communication, that are crucial for success in business. That’s according to Renata Sguario, founder and CEO of Maxme, a company maximising human potential on a global scale. Embracing strengths and working on self-management, she says, can lead to positive interactions and better relationships in the workplace.

Finding a balance between AI and human skills is crucial in the evolving technological landscape. Automation can only handle simple tasks, while complex problem-solving and creativity are difficult to automate. Human skills such as problem-solving, communication, collaboration, and adaptability are crucial in the face of automation. Renata believes that employers play a vital role in supporting school leavers and bridging the gap between education and the workplace.

MORE INFORMATION

• • Maxme 
  • The Sales Doctor

Mandi Ford wanted to have a business that made everyone smile. Mandi’s Director at ES Concierge & Co, Australia leading life and business concierge. She and her team help with finding gifts, booking restaurants, delivering services – any little (and big) thing that needs solving. She espouses ‘unreasonable hospitality’: exceeding expectations and surprising and delighting customers.

When hiring for customer service roles, she’s on the lookout for individuals who have a desire to serve others and treat everyone with respect. It’s important to choose and onboard suppliers carefully, ensuring they align with the company’s values and customer service standards. Creating meaningful experiences for customers, she insists, doesn’t always require a large budget; thoughtfulness and personalisation can make a significant impact.

MORE INFORMATION

• • ES Concierge 
  • The Sales Doctor 
  • The Sales Revolution Book