Alasdair Haynes, Aquis Exchange

Alasdair Haynes, Aquis Exchange

Alasdair Haynes is the founder and CEO of Aquis Exchange. He talks to GBI editor Greg Gille about building the pan-European equity trading platform, challenging the scale-up funding status quo, and how the UK can become the epicentre of the next generation of tech giants.

What does Aquis do?

Aquis Exchange PLC is formed of three divisions, with distinct offerings. The first, Aquis Exchange, is a subscription-based operator of a Multilateral Trading Facility (MTF) business in the UK and the European Union; it operates lit and dark order books and does not allow aggressive, non-client proprietary trading. Aquis Stock Exchange (AQSE), the second pillar of the business, is a stock market providing primary and secondary markets for equity and debt products; it is permissioned as a Recognised Investment Exchange, which allows it to operate a regulated listings venue and a growth market. Aquis Technologies is a software and technology division, which creates and licenses cutting-edge, cost-effective matching engine and trade surveillance technology for banks, brokers, investment firms, and exchanges around the globe.

When and why did you decide to start the business?

Aquis was set up in 2012. One of the catalysts for its creation was that there was no subscription-based exchange in the world at the time - instead, pricing on traditional exchanges is based on a percentage of the value of each stock a company trades, which puts smaller firms at a disadvantage. We looked at what Vodafone, for instance, was doing in the telecommunications space and thought there was an opportunity to develop a subscription model, based on the message traffic companies generate, with various pricing bands to allow additional flexibility.

The next leap in establishing what Aquis Exchange PLC is today was the acquisition of NEX Group’s exchange business from the CME in 2020. This provided the group RIE status in the UK, and thus, a path to compete for IPOs and improve secondary market trading.

The fundamental belief behind this milestone is to help growing businesses find scale-up capital in an efficient and straightforward way, to provide them with an exchange partner that supports their growth through appropriate and proportionate rules, and by protecting them from aggressive short-selling. The UK is great at getting start-up capital into the hands of the best entrepreneurs through the funding routes offered by schemes such as EIS and SEIS, as evidenced by the number and quality of outstanding businesses created in the country. Where we are struggling is scale-up capital. Currently the only way to access that is through venture capital, private equity, friends and family, or family offices. We are convinced that public markets have a vital role to play here, and particularly a new-economy exchange like ours as more traditional exchanges are not the best suited given their pricing and rule structures, which really put smaller companies at a disadvantage.

Companies now tend to go public when they are worth about £200-300m - our focus is to get companies public when they are in the £10-100m size bracket. At the moment, the large-cap, high-profile tech stocks all want to ultimately list on Nasdaq, because that’s where they will get the highest rating. The UK may have already lost the battle for some of these companies, but what Aquis can do is compete to retain the future stars, by getting many of these companies to be quoted earlier and retaining them with a strong rating, so that there is no reason for them to move. That’s how we will attract and nurture the Amazons, Apples and Netflixes of tomorrow, here in the UK.

Aquis has a lot of competition, be it in the form of other exchanges on the public side, or companies instead turning to private equity funding or debt to finance their growth. How do you stand out?

A key point of differentiation from the other exchanges is our tailored suite of rules and regulations, are designed with smaller, growth-stage companies in mind - as opposed to the current rules and regulations on the main UK exchange, which were drafted for a monopoly.

Also, we meet our companies much earlier in the process, so we can get to know them and understand their objectives. We work with the company and their adviser to ensure a smooth admission process, and this can save on time and cost. We differentiate on simple things, but that can make all the difference for a start-up or scale-up business: we only require a two-year track record as opposed to three years, and it is amazing how many companies that affects.

We want a much closer relationship with our companies, unlike on traditional exchanges where you will essentially lose that direct relationship as soon as you list. We interview the boards of all the businesses aiming to quote on our platform, and really get to understand their business model and their plans. We want a symbiotic relationship between us, the company, and the adviser - we want companies to succeed because it makes our market better, but the companies also want our market to succeed because their ratings will go higher.

Furthermore, we ban third-party short selling for companies in our Apex segment. We believe that is right because they are less liquid than FTSE 100 or 250 stocks, and we need to protect these businesses and their shareholders as they grow. This is not about protecting poor companies; if a business is underperforming, the shareholders have the first right to sell the stock, not a third party who comes in and sells it short.

As for private equity and venture capital, I don’t think there is anything wrong with that model, but we are certainly offering competition to it - at least at the early stage. The more competition there is when it comes to sources of funding, the better it is for companies out there because they can lower the cost of capital, and that will become incredibly important over the uncertain 12-18 months ahead.

What has been the most difficult part of growing the platform, and how are you addressing that challenge?

An initial roadblock was to physically change the guidance and rules, and spending time with treasury and regulators to make these changes happen.

Now, the main challenge for us is to raise awareness of the exchange and our message, and to make sure people understand we are a challenger, next-generation exchange that’s not simply looking to replicate what the other markets offer. Conversely, it is important to prove we are not just the latest in a string of newcomers that will never manage to make any headway.

We have powerful tools to address that, starting with the fact that Aquis Exchange is now the seventh largest cash equities trading business in Europe, and we also have great connectivity as evidenced by the fact that one in 20 European trades is done on the platform. On the primary side, we have also welcomed 15 IPOs so far this year, which is currently more than AIM - and our sales funnel counts another 40-50 companies at various stages of the process. People are starting to take notice and realise that the myth of “you can’t raise outside of the established public markets” is simply not true anymore.

What do you see as the main challenges faced by UK SMEs in the current market conditions, and how does that tie in with how you will measure success for Aquis in the coming months?

We are in a period of great uncertainty - we have gone through Brexit and through the pandemic, we are now heading into recession… But true innovation usually happens at a time of difficulty, and I am convinced that we will see some fantastic businesses coming out of this period.

The problem these companies will face is raising capital. This shouldn’t be confused for a lack of available capital, though. There is a lot of money out there, we just have to be much more innovative and nimble in getting it to the right businesses. There is an incredible opportunity for us to help bring scale-up capital to the best companies, especially as they are likely to be faced with traditional sources of finance drying up.

The goal for us in that context is to get a large group of companies on our exchange; I do believe we can get hundreds of companies that want to raise anywhere from £5-20m to do that on our platform, securing that capital from both retail and institutional investors. Our ambition is to be the Nasdaq of Europe - we are not at that level yet, but we are getting there! I am not particularly motivated by money or titles, but I am certainly motivated by change. That is what we are doing here: more than just challenging the status quo for the sake of it, we are genuinely making markets better.

Alasdair Haynes is the founder and CEO of Aquis Exchange, and Chair of TheCityUK’s Business Council. He is the former CEO of Chi-X Europe and was responsible for growing the business into Europe’s largest equities trading platform and into profitability before its sale in late 2011. Prior to that, Alasdair spent 11 years heading up ITG’s international business and has held senior positions at a number of investment banks, including Morgan Grenfell, HSBC and UBS.

Aquis Exchange is a sponsor of the 2022 Growing Business Awards and will be helping to crown the winners in November.

Charlie Fraser, The Entrepreneurial Refugee Network (TERN)

Charlie Fraser, The Entrepreneurial Refugee Network (TERN)

Charlie Fraser, co-founder of The Entrepreneurial Refugee Network (TERN) sits down with GBI editor Greg Gille to discuss the entrepreneurial potential of refugees, the work TERN is doing to support them and shift the narrative around their contribution to local communities, and more.

Can you briefly introduce TERN?

TERN is a social enterprise based in London, that has been running since 2016. Our mission is to enable refugees to thrive through the power of their own ideas. We do that through a community that has just passed 300 refugee founders, and connects them to a network of support that can help from early-stage ideas all the way to scaling successful businesses.

Our goal is to reach 4,000 refugees in the network and launch 2,000 refugee-led businesses by 2025, both here and in North America.

What was the inspiration behind the launch of the initiative?

I am one of four co-founders, with two of us still involved full-time. For me, this was straight out of university, but I had spent time in Kos and the “jungle” in Calais, which made me very aware of the risks that people are taking to build a new livelihood in a new culture and community. Meanwhile my co-founder had a lot of practical experience that made TERN possible, having worked for a few years already on refugee entrepreneurship in East Africa.

The idea came out of the recognition that, in spite of the emerging forced migration crisis that was happening at the time (particularly in wake of the Syrian conflict), we were failing to include refugee populations effectively into our societies and communities. We wanted to leverage our own access to networks and knowledge to level the playing field and help that community.

When we talk about refugee entrepreneurship in the UK, what numbers does that represent?

There are about 140,000 refugees in the UK at the moment - this has actually remained pretty consistent for a long period of time, despite the misconception that we are at a peak period for refugee arrivals, which is absolutely not the case. What we know is that about 20% of refugees are looking at self-employment - that is about double the UK average, so this is actually a very entrepreneurial community.

As a result, we believe that up to 10,000 refugees in the UK are looking or have the potential to launch their own business here. It is a huge untapped source of business potential, often with a lot of previous experience in their countries of origin, but they need access to the support to succeed in the UK, and this is where we are trying to help.

What do you see as the main roadblocks to refugees being able to start a business over in the UK?

We frame these challenges under three main areas. The first is access to knowledge: 70% of the people we work with have started or managed businesses outside of the UK, but translating that experience to the UK market is a big barrier, especially if you’re isolated and not connected to mainstream support. A lot of the work we do is about allowing refugees to explore self-employment in the UK, and that goes from the basics around registration all the way to how you test an idea for UK customers, validate it and stay competitive.

The second obstacle is access to customers. If you’re isolated in the UK, without friends and family, there is often a lack of networks that help promote your brand as you’re starting. Typically, entrepreneurs can rely on friends and family to be the first people to shout about their brand and buy from them, and refugees don’t have that same support network. So we work on how we can connect them to the customers that will buy into their brands early on. We launched an online marketplace for refugee entrepreneurs in June last year, specifically to help solve that problem.

The third area is access to finance. Refugees struggle to get access to personal banking, let alone business banking - as a result, access to a whole range of business finance is really difficult for founders. That is probably the biggest challenge we have at the moment - the lack of credit and capital is really what is preventing a lot of these businesses from getting off the ground.

What have been some of the key initiatives taken by TERN to tackle these issues in the past couple of years?

We are about to launch our first e-commerce incubator programme, to help refugee entrepreneurs sell online, in collaboration with Ebay. We are also delivering social entrepreneurship and food incubator programs for the first time, so focusing on specific industries.

On a slightly longer timeline, we are looking to launch the first micro fund for refugee entrepreneurs, to help us solve the access to capital problem we talked about earlier. This is registered as an independent company to TERN; we have just finished the pilot and are looking to raise more traditional impact investment for it, at zero interest, and effectively we will then be passing on that capital to entrepreneurs with micro loans of up to £1,000 with no interest. This is effectively recycling small amounts of capital, but deployed really quickly to allow entrepreneurs to build up a credit history in the UK. What is interesting about this is we are really borrowing ideas from developing markets and applying them to a UK context.

What would you say is the level of awareness of the entrepreneurial potential of refugees within the wider business community?

This is an interesting question, and absolutely part of the challenges we are trying to solve. At the moment it is very low: when people think of refugees, they usually don’t think of entrepreneurship. However they feel about refugee arrivals, people tend to think about the hardship first and foremost. The problem with that narrative is that one person’s hardship is another person’s burden, so it is setting people up to see it in terms of needing public and state support. We want to reframe the conversation away from hardships and towards livelihoods - this community has a huge amount of experience and potential, and if we invest in that, they will create businesses and jobs in their new communities. It creates a much more natural environment to have positive policy discussions around how we include refugees. We have a long way to go on that, but this is the goal!

What have you found are some of the best ways to convey that message, and help change the narrative?

We know that entrepreneurship is really powerful at countering negative narratives: there’s really no counter-argument to someone starting a business in your local community, so we are starting to do a lot more work around this. What we have found to be really effective is not so much the big success stories of people like Steve Jobs or Michael Marks, but connecting the refugee experience to the person down the street from you starting a business. We want to make sure that people are increasingly aware that they are buying from small businesses operated by refugees in their local communities - the online marketplace we mentioned earlier is a great tool for that. When people buy from refugee-led businesses, they are much more likely to change their perception of refugees, and this is what we want to help drive.

Speaking of these stories, are there any TERN-backed businesses in particular that stand out for you?

Broadly speaking we are seeing two types of business models coming through. On the one hand we are working with businesses that are starting to grow really quickly, and two companies in our network are racing towards being the first £1m-turnover businesses in our community, which is really exciting. One of them is Oshpaz, which is London’s first Uzbek street-food popup and now trading across 8-10 sites, employing 16 staff members primarily from refugee backgrounds. The other one is Liverpool’s first dark kitchen hub, which has launched brands like Sammies and Ganoush and is also doing amazingly.

These are our more classic growth models, but on the other side we have people like Amina Kadogo: she is starting up ANC Admin Solutions, a consultancy that connects primarily refugee mums who need flexible work to non-profit and social-impact admin roles. The idea is to allow lived experience to come into the social sector, while giving primarily disadvantaged parents access to the work that they need to secure an income while they are raising kids. This is a type of business model we are seeing a lot too, which is creating businesses that are solving problems for their communities. When you empower marginalised communities to create their own business models, they create businesses that meet the needs of their communities, and that is what really excites us.

TERN is an ambitious social enterprise and ever-growing community with a mission to enable refugees to thrive through the power of their own ideas. It helps refugees become entrepreneurs, launch businesses and take control of their own futures and has supported over 400 refugee founders since 2016. TERN is the Social Enterprise Partner of the 2022 Growing Business Awards and alumni Amina Kadogo will be taking part in the judging panel for the awards in September.

Mandy Tucker, Startup Culture Code

Mandy Tucker, Startup Culture Code

Mandy Tucker, a coach with more than 20 years’ experience as a corporate technology leader and founder of the Startup Culture Code framework, shares her insights on how founders and small businesses can scale more effectively and build the right company culture from day one.

Why did you decide to start coaching entrepreneurs, and have you noticed a shift in the demand for support and coaching in more recent years?

I have been in technology for 25+ years and at leadership level for a while now, and have always had the development and support of my teams at the core of what I do. A few years back, I was coaching middle managers with their career aspirations in addition to my 9-5, but found that through the combination of my technical experience and leadership I had a lot of founders and small businesses reaching out to me for coaching. They were really struggling with their leadership/mindset and building a team to help them scale. So, Startup Culture Code was born.

With such a societal focus on diversity, constraints on talent with the Great Resignation and the need to move faster as startups scale, the need is like never before. With Brexit, government instability and the global pandemic we have seen over 800k businesses start in the UK in 2021, and this is only set to increase.

The world has become such an uncertain place and individuals are definitely taking the stance to bet on themselves to claw back some of that certainty.

What are the main areas where business founders encounter the most challenges and can benefit from extra support?

Moving from that early-stage founder that had the great idea that sometimes has limited support, to a CEO that is in the scaling phase where you need to delegate, collaborate and share your baby can be scary. If you have a co-founder it is a little easier, but I find that helping my clients see themselves and the team they need around them objectively is a key decision. How do you hire the right team that brings diversity of thinking and innovation is not as easy as you think.

Supporting the emotions, mental health, leadership and self-sabotaging actions is really important. I tend to use techniques that help founders and CEOs look at their whole selves. Developing a way to enable your personal life and business to co-exist and counteract the stress and “always on” way of working is critical.

I see myself as an objective sounding board, confidante and listening ear using industry-based and scientific coaching strategies to help business owners see the difficult situations more clearly and help them lift up out of the weeds and see and take the most sensible next step.

Company culture is an important facet of the work you do with entrepreneurs - what are some of the pitfalls you encounter most often, and how do you go about helping with overcoming these?

Being in the corporate space for so long, I have a good sense of when a culture is working well or not and where some interventions may help improve productivity, collaboration and wellbeing in the workplace.

Entrepreneurs who may not have managed a team before, or have quickly grown a group of people and called them a “team” but given little thought to whether they are the right people, can sometimes need a review. As you move fast you go for what you think you need to get to point B. However, you have not strategically done the work to think about the culture that your business needs to service your customer and long-term aspirations.

As well as coaching founders, leadership teams and organisations I use a toolset that leverages surveys and anecdotal conversations to determine the current culture. Coupled with a deep dive into the strategic priorities, we can then prioritise the right behaviours and capabilities for success.

This is then so crucial to help you recruit better, retain your staff, attract great talent and then have the right behaviours displayed on an ongoing basis. No matter how big the team, this inevitably has a transformational impact on ensuring you have the right people round the table.

I am an advocate of working on your culture from day one. That way you do not look back in 2-5 years wondering why you have a toxic, uncollaborative, siloed team of people who are clamouring to leave.

Looking ahead, the macroeconomic environment is getting increasingly uncertain - especially when it comes to the impact of spiralling inflation. What advice would you give to entrepreneurs looking to start a new business at this juncture?

Well, this can be difficult depending on which industry you sit in. Whether your business is heavily dependent on the influences of the economy through interest rates, credit agreements or global markets.

My advice is always firstly do your research when undergoing product ideation and establishing product market fit. Knowing how your customer will consume your service or product at every level of the customer journey will influence how impacted you are by the economy.

The current volatility and lower household income and spending crises will inevitably influence how people spend. This will need entrepreneurs to remain adaptable and less rigid in their pricing, offers and customer segmentation.

I have recently become a coach on the Barclays/Foundervine business Accelerator and my advice to those founders will be to stay resilient to any changes as they can and will adapt to the headwinds. Utilise the many resources available to help them with their financial and investment decisions, and above all know that following their dreams, positively impacting their customers lives and creating a financial legacy for themselves is a great place to start.

Mandy Tucker has more than 20 years’ experience as a corporate technology leader, as well as a qualified coach and founder of Mandy Tucker Consulting and the Startup Culture Code framework, helping founders and small businesses scale using corporate strategies and insights. Her group coaching program CEO Masterplan is now accepting applications, and she recently launched her CEO Masterplan Podcast. She is also a judge for the 2022 Growing Business Awards, which will be held on 23 November 2022 at the Hilton London Bankside.

Gavin Tew & Lawrence Hargreaves, Source Group International

Gavin Tew & Lawrence Hargreaves, Source Group International

GBI catches up with Gavin Tew and Lawrence Hargreaves, the co-founders of staffing business and 2021 Growing Business Awards winner Source Group International (SGI), to discuss the ongoing progress of the company and its unrelenting focus on nurturing its own talent.

What does SGI do?

Gavin Tew (pictured left): SGI is a multi-disciplinary global staffing firm working in two core customer markets, technology and life science, across a worldwide network of offices.

What was the inspiration behind you founding the business?

Lawrence Hargreaves (pictured right): Our organising thought at SGI is “Discover Your Potential”, and is most certainly the premise on which SGI was founded. Having previously run a successful recruitment business, we wanted to take all the learnings from over the years and see what we could achieve! More specifically though, we felt that there were significant opportunities in the technology and life science markets in terms of customer proposition, location, economic resilience and competitive access. Lastly, these are both sectors that can have an impact on the big challenges in society today, which offers an important employee value proposition.

SIG won a Santander Growing Business of the Year trophy at the 2021 Growing Business Awards - how important is this type of industry recognition when it comes to building up visibility for the business?

GT: It can be very important. It helps staff acquisition, our customer proposition and end-to-end brand advocacy. It is however not the most important thing. There are many businesses that fly under the radar but still produce excellent results and engender brand loyalty. The primary source of building up brand recognition is how we interact with our customers, and to do that we must have an excellent employee proposition. The cascading effect of that can be seen in our customer success as we increase performance, footprint, satisfaction and referral. The awards are of course nice though!

More broadly, how do you measure success for SGI, and what have been some of your key achievements since winning the award?

LH: There are many measurements of success; financial, customer, staff performance & well-being, community, impact metrics and company goals, to name but a few. But really we can only measure ourselves in achieving what we set out to do for our staff, as without them nothing happens. We have found over many years that once that element is right, all else follows. So our achievements may sound unusual but we have incredibly low attrition, high promotion rates and some of the industry’s standout performers, meaning our average billings per head is up there in the premier league of staffing businesses. This naturally produces high performance for the business overall - but the juice is in our staff achievements, beginning and end.

What has been the most difficult or challenging part of growing the business, and how have you addressed that challenge?

GT: Uncontrollable factors: Brexit, Covid, recession, legislation changes and so forth. This presents huge challenges for how we balance growth with investment and the impact that has on cash management…because there is no crystal ball.

However, getting strong financial practices and policies in place is crucial, together with a deep customer and people offering… And last but not least, putting in the hours! It is hard to replace the mountains of work that all business owners undoubtedly do.

What are your main ambitions for the business over the next five years?

LH: To date we have grown exponentially, and this has served our staff well, producing unparalleled opportunity. We want to continue to offer exactly that. There are many other exciting plans such as further global offices, continually enhanced sales and customer propositions and innovation to drive continued progress…but none more important than offering exciting careers where staff can discover their full potential.

Todd Davison, Purbeck Personal Guarantee Insurance

Todd Davison, Purbeck Personal Guarantee Insurance

Todd Davison, managing director of specialist insurance provider Purbeck Personal Guarantee Insurance, talks to GBI about how the company can help small business owners, how it measures success, how it plans on financing its growth in the coming years, and more.

Could you tell us about what Purbeck does?

Purbeck Personal Guarantee Insurance is a specialist insurance provider solely providing personal guarantee insurance. Our core product is targeted to the thousands of owners and directors of UK SMEs who have taken out personal guarantees for business loans and in doing so, put their personal assets at risk. Just like any other insurance it protects against the risk of the worst happening – in this instance the risk that if the business fails, the guarantee is called in by the lender.

Currently, Purbeck is the only insurer offering personal guarantee insurance to small business owners which can be purchased for an existing guarantee, or as finance is taken out. Cover provides up to 80% of the personal guarantee amount and premiums can be flexed depending on the policyholder’s credit rating.

The big difference with our insurance compared to a more traditional insurance product for SMEs, is that it does a lot more than simply pay out following a claim. personal guarantee insurance from Purbeck includes access to free mentoring and support services if a business gets into financial distress, plus the huge benefit of expert guidance at the point the debt needs to be settled. This takes a huge burden off the shoulders of the business owner.

While we have supported loans ranging from £11.2m down to £10k, the average loan value is typically £250k. Our customer can be a start-up or well-established businesses but typically it is small to medium sized firms who haven’t built the financial standing to support their growth ambitions, so the directors or owners need to use their personal assets as security for the lender. From a market sector perspective, the biggest proportion of customers are in the construction sector followed by manufacturing. However, we also support many tech, consultancy and property businesses.

From our core product we have also developed Professional Risks Personal Guarantee Insurance - an annual policy providing insurance cover for the directors of solicitors’ firms that have provided personal guarantees to insurance companies in respect of professional indemnity insurance (PII) run-off premiums. The cover applies where the run-off premium cannot be met by available cash resources of the firm.

When and why did you decide to start the business?

We launched in 2017, five years ago this June! I qualified as a chartered accountant (ICAEW) in 2013 and had worked with a range of SMEs, corporates and private equity firms advising on strategic investments, disposals and exits, with a primary focus in the financial services industry. It was during this time that we identified the potential of an insurance product that would give small business owners the confidence to access the funds they needed to grow without huge risk to their personal assets.

What has been the most difficult or challenging part of growing your business, and how have you addressed that challenge?

It won’t be a surprise to learn that the pandemic impacted our business. The Government’s loan schemes proved crucial to the future of many small and medium sized businesses and while we supported quite a number of these loans where personal guarantees were required, activity in the more traditional lending market reduced and this impacted our own business volumes to an extent. During this time, we did what many other businesses did, we kept calm and carried on! We supported our existing customers, ramping up our mentoring and advice services which has paid dividends in customer retention levels. Business has now picked up considerably – in fact October 2021 was our busiest month to date.

How do you measure success for Purbeck, and what have been some of your key achievements over the past 12-18 months?

The first measure is business growth. Purbeck has supported 1,300 directors on over £200m of personal guarantee commitments over the past five years. Applications for personal guarantee insurance to support business funding rose 50.5% Q1 2022 vs Q1 2021. We also measure our underwriting performance and the claims we receive. As we provide a specialist negotiator as part of the policy to reduce the customer (and insurer’s) obligation, we have reduced settlements by on average 20%.

We also of course look at our financial performance – Purbeck has emerged into the scale-up phase of its lifecycle with start-up/feasibility now completed and the business is profitable.

Finally, our Trustpilot reviews are a key measure of success – Purbeck consistently achieves a Trustpilot score of 4.9 with 92% of customers rating our service as ‘excellent’ with the remaining 8% rating Purbeck as ‘great’.

What are your main ambitions over the next five years?

Our strategy is to stick to niche and we plan a number of follow on products that will be the first of their kind in the UK market which is exciting! One of these will focus on property developers and the other on motor finance.

How have you financed the growth of your business so far? If that hasn't been the case yet, are you considering raising any equity financing in the next five years?

To date, we have largely bootstrapped the business with investment made from the shareholding directors of the business. We have received some additional funding from our corporate shareholders to support our marketing and awareness initiatives in 2019 to accelerate some initial growth.

Our approach has been, given the unique nature of our product, to develop the business in a measured and sustainable way to ensure that we are able to meet the needs and demands of our customers and other stakeholders. It also means that we have been able to retain more agility to respond to feedback, market drivers or macroeconomic headwinds (e.g. the Covid pandemic). We’ve invested the organic cash generated back into the business to support its future growth.

At this stage, we do not envisage taking on any additional equity finance in the next years but, never say never! For example, if there is an opportunity to seek external investment in the business to support other initiatives or acquire technology, capabilities or distribution then this may an option we could consider. For Purbeck, the first five years have been about measured growth, control and building a business model that is sustainable. The next five years we are focusing on scaling up and building on the foundations that have been put in place, funded by operating cashflow.

Alastair Douglas, TotallyMoney

Alastair Douglas, TotallyMoney

Alastair Douglas, CEO of credit app TotallyMoney, highlights how the company is aiming to help people under-served by the financial services industry, what private equity backers have brought to the business on its growth journey, how TotallyMoney deals with maintaining staff engagement while scaling up, and more.

What does TotallyMoney do?

TotallyMoney is the credit app that helps everybody move their finances forward.

We believe people’s financial data should work for them, not against them. That’s why we provide our 4.5 million customers with a free, live credit report and score, personalised notifications on what might be holding them back, plus tailored tips and recommendations to help them gain financial momentum.

We recently carried out a report with PwC, called ‘Overlooked and financially under-served’. It highlighted the real need for a service like ours. We discovered the number of people under-served by the financial services industry has grown by 50% from 13.6 million to 20.2 million over the past six years. And an additional 8.9 million adults are exhibiting signs of financial fragility — putting them at risk of becoming under-served.

This is the group we’re focussed on helping. And with one in two adults either under-served or financially fragile, we know it’s not a small problem.

What were the key factors that attracted you to the business?

When I joined, I felt that while technology had revolutionised other sectors, consumer credit was still lagging behind. I saw both a unique opportunity and a challenge to deliver real change to an industry that needed it. I could see that ultimately, in succeeding, we would be able to make a positive impact on the lives of millions of people.

Everyone I met from TotallyMoney was smart, skilled, and incredibly passionate about what they did. I was excited about the potential we could unlock if we found a compelling vision to match their skill and ambition. The start-up nature of the business meant that it was agile enough to move quickly — which was essential if we were to take on the larger, more established organisations who were slow to adapt.

How have you financed the growth of the business so far?

Through the backing of our investors, Scottish Equity Partners (SEP), and Elliott Advisors. Both have a great understanding of the work we’re doing and have provided support as we’ve developed our service and grown as a business.

What non-financial support from your investors has been most helpful along your growth journey?

SEP and Elliott Advisors both have a genuine belief in our mission. They are focused on delivering for our customers and maintaining sustainable long-term growth, which means we are all well aligned.

They trust us to do our best work, and believe that TotallyMoney’s management and wider team have the expertise to drive the best results for both the business and our customers. They’ve been very supportive and insightful when considering growth options for our business.

SEP has a fantastic network, and through their events we’ve been introduced to other similar businesses and built some great relationships over the years.

What has been the most difficult or challenging part of growing your business in recent years, and how have you addressed that challenge?

I’m passionate about making TotallyMoney a great place to work. I believe that by building a business where people love what they do, they’ll do their best work - which ultimately benefits our customers.

There’s still room for improvement, but we’ve been awarded a three-star accreditation by Best Companies — the highest standard of workplace engagement. We’re officially the 5th best company in finance and the 12th best place to work in London.

Maintaining this level of staff engagement as we’ve transitioned from a start-up of around 40 people when I joined, to a more structured organisation with over 100 staff has been a challenge — especially as we’ve adapted to new ways of working over the past two years. This has included extensive onboarding of new staff to ensure we maintained our company culture, despite a world of remote working and video calls.

How do you measure success for TotallyMoney? And could you detail some key achievements for the business over the past 12—18 months?

By growing as a business, we’ll be able to make a real, positive impact on the lives of even more people. We currently have 4.5 million customers and hope to help many more successfully navigate the current challenges facing the UK as a whole.

We’ve done a great job of listening to the needs of our customers and delivering a product that genuinely helps them improve their financial wellbeing.

TotallyMoney’s seen a 74% revenue growth so far this year, compared with the same period in 2021. And we expect that trend to continue as we grow as a business and help even more people move their finances forward.

Molly Johnson-Jones, Flexa Careers

Molly Johnson-Jones, Flexa Careers

Flexa Careers recently raised a £2.3m seed round led by Ada Ventures to expand its global reach. Co-founder and CEO Molly Johnson-Jones shares the inspiration behind the launch of the business in 2020, how the team chose its new venture partners, how it measures success, and more.

Could you tell us about what Flexa Careers does?

Flexa Careers flips the hiring process on its head. Ultimately, Flexa is the global search engine for verified flexible companies. Candidates come to us to search for their ideal working environments, and companies get discovered by the very best talent, build their employer brand, and make a meaningful impact to DEI in the hiring process.

The platform vets and verifies companies through a two-stage benchmarking process; looking at everything from their approach to working locations to what benefits are on offer, before surveying current employees to check what it’s really like to work there.

When and why did you decide to start the business?

Flexa Careers was inspired by my experience of asking a former employer to work from home one day per week, to accommodate my chronic health condition. Within 10 days of making the request, I was sacked. My subsequent job hunt was fraught with anxiety thanks to the lack of clarity around companies’ working or flexible hours policies.

It’s this lack of transparency which leaves candidates disempowered and in the dark, and which prompted me (alongside my co-founders Maurice and Tim) to create a better way of finding genuinely flexible companies.

You have recently raised a seed funding round - how did you choose your venture partners, and what will the fresh funding enable you to do?

A key factor during this round was that we targeted predominantly female investors. I really wanted to create a balanced cap table and was thrilled to achieve it.

We want every progressive employer in the world to get Flexified, and we want everyone - wherever they are based - to go to Flexa Careers first when they are looking for a new role. The platform has already been used by candidates across 70 countries, and this recent funding will enable us to further expand and solidify our global reach.

How much importance do you place on non-financial support (operational, strategic, etc) from your investors?

We are very fortunate that we have a broad set of skills within the founding team, and therefore we don’t rely heavily on outside support. Having said that, an outside opinion and sounding board is often extremely helpful when making big decisions, and our investors have been exceptionally helpful so far.

What has been the most difficult or challenging part of growing your business, and how have you addressed that challenge?

As a woman, as someone with a chronic illness, and as someone who launched a business with their partner, I can face bias on three different fronts in the business world. This means overcoming other people’s preconceptions about who I am and what I’m capable of - particularly when it comes to raising funding - have made for the most challenging moments.

Engaging with female investors meant that at least one of those three barriers was suddenly no longer an issue. It made me feel more comfortable and removed some of the biases and misconceptions that I’d faced when raising our first round.

How do you measure success for Flexa Careers, and what have been some of your key achievements over the past 12-18 months?

I love data, and nothing makes me happier than when our engagement figures hit new highs. Seeing record numbers of companies get Flexified is also always a great feeling, since I know how careful a vetting process precedes this.

An obvious highlight over the past year or so has been completing our funding round. Besides this, it’s an honour that others have started thinking of me as a thought leader in this space, and that Maire Claire, LinkedIn and conferences around the world have reached out to me to share my thoughts on the ‘future of work’.

What advice would you give an entrepreneur just starting out about how to grow their business, and secure funding?

The coming months will definitely be a tricky time to raise fresh capital and it’s always important to be somewhat cautious with your runway. Equally, we spent far too much time listening to other people and doubting ourselves in the early days! So my advice would be to believe in your own abilities and focus on building a team around you who believes in you and your vision, too. These will be the people who - if empowered and properly supported - will help you ride out the market turbulence.

Growth capital: how to stand out in a promising market

Growth capital: how to stand out in a promising market

GBI rounds up key takeaways from a recent Real Deals webinar that explored the rise of growth equity, how investors can stand out to win deals, and what they must focus on to add value to their investments.

Participants:

  • Mike Reid, senior partner at Frog Capital (growth capital investor)
  • Tom Hughes, European business leader at Affinity (AI-driven CRM focused on the VC / PE / growth capital market)
  • Talya Misiri, editor at Real Deals (moderator)
What is growth capital and why has it become popular for investors?

Mike Reid: A lot of people only think of private equity on one hand and venture capital on the other, and I have spent a good 12 years of my life explaining that there is a really interesting space where companies are beyond the VC/early-stage arena (and the volatile risk/return profile that entails) but clearly not yet at the buyout stage. Interest in this has risen in large part because of the tech boom, with the term “unicorn” in particular giving the wrong idea of what growth equity actually is. It’s a much more stable product, appealing to limited partners (i.e. investors in private equity funds) as it gives them more upside than their buyout portfolio, but not vastly more risk. And with the original players active in that space (such as Vitruvian, Highland Europe and others) having been so successful and subsequently raised much larger funds and moved up the value chain, investors have come back around to looking for new players doing the thing they originally liked back then.

How can growth capital investors stand out and truly add value?

Tom Hughes: We’ve seen a lot of VC and PE firms launching growth funds; but while the return profile can be very attractive, the challenge we have found is in implementing a vastly different strategy than what the team is used to; a different skillset and ways of thinking are required, whether you are coming at it from PE or VC originally. Some of the firms that came into the growth capital space under a generalist AUM-increase strategy didn’t necessarily have the networks and the experience will struggle on the value creation side, especially sector-specific value creation. Sector-specific firms can have huge value-add, but leveraging the operational networks and expertise, at scale, is a challenge for everyone - how many boards can you sit on and how much value can you truly add? What are the strategies that you can implement to really leverage what you are good at across your whole portfolio?

MR: The real challenge is the operational deployment of know-how, and how do you come across to the management team in a way where the deal is priced well, but also you are clearly the best choice in terms of establishing the best partnership? You have to build the relationship with the management team, and have that chemistry right from when you sign the deal, so you can hit the ground running in implementing your plan. And during the actual investment period, it is also difficult to strike the right balance: how do you avoid that situation where the value creation team will have lots of ideas to implement but the management team will be really busy dealing with everything and wish they would just back off? Developing that sort of relationship is difficult, even for the best funds. Sometimes you need to back off a bit, you need to have the right relationship with the chair and CEO for them to be able to say that they need some space to work.

TH: One of the greatest assets a firm can have is their collective knowledge and networks. What everyone is really focusing on now is operating as a single unit, where everyone from partner to associate can leverage that combined knowledge and information. Technology is key in this; VCs and growth funds are equally guilty of investing in tech, but not investing in their own tech internally. All the DD processes, investment-committee decision-making, origination etc. have to be brought up to speed and use technology and data better. As a VC/growth investor, you could be cultivating relationships that will not pay off for years. Using technology to maintain these relationships is very important. It’s not a transactional business, it’s a relationship business.

MR: The fund management teams with clearer positive purpose will also find it easier to attract and retain talent. What that means is broad, but it is one of those things where you get up on a Monday morning and you know you are going to work and make a difference. We have made a deliberate effort to back companies that are making a positive impact on society, and in turn this will be a really interesting theme for investors themselves: we are going to see the ESG theme shift from a bit of a box-ticking exercise into a real-world consideration, particularly for younger team members.

Do companies need to become profitable at an earlier stage?

MR: Resilience and sustainability are key parts of our scale-up methodology. Our belief is that good companies, when they are in that growth capital phase, should always have the ability to go profitable and take control of their own destiny. Then they have the choice to push on faster and raise more money. That optionality is fundamental to growth equity, because relying on further rounds in a market like this can be deeply problematic.

What are the prospects for growth capital in the current cycle?

MR: The recent phase of very high valuations will lead to a real “back to basics” phase. Some of the players that got into doing earlier-stage deals in recent years, mainly as a way to grow assets under management but without having it as their core focus, will think back and want to return to what made them successful in the first place. There is a lot of risk in straying out of your core competence and core passion. It’s a really good reset for the market and there will be a great cohort of new investments over the next two years.

Valuations are down, but underneath that you will see a stretch between a small bracket of top-quality assets that will still command very strong multiples, because there are incredible growth opportunities, and a larger cohort of solid businesses that will get funding at a 7-8x EBITDA valuation. That is still a good price, and businesses should be happy to raise at that valuation. Finally, under the surface, we will also see a lot of companies that just can’t raise. So deal volumes probably won’t beat last year, but they will remain solid. If you’re selling a profitable tech business growing at 20-30% per annum, private equity will still buy that, big-time.

TH: Europe is uniquely positioned; we have had some really amazing stories and healthy companies. The European IPO market is not really there, as we know, so companies will stay private for longer and there is still a big role to play for private capital. It might take longer, certainly in Europe, but the good companies will always manage to raise - maybe not at the same multiples as before, but that’s probably a good thing. Most of the high-quality companies saw all this coming and were raising 12 months ago; hopefully that will give them a long enough runway.

Wendy Lloyd-Goodwin, Life Science Law

Wendy Lloyd-Goodwin, Life Science Law

Wendy Lloyd-Goodwin, the founder of Life Science Law, talks to GBI about the inspiration behind the legal staffing business, how it has navigated its own growth challenges, and why the reward of building a successful company more than makes up for the stress along the way.

What does Life Science Law do?

Life Science Law is a disruptive company providing leading legal and compliance advice for businesses on pharmaceuticals, consumer wellbeing products and medical devices. We supplement under-resourced life science legal departments with industry expertise as a service enabling in-house legal teams to sustain departmental excellence during uncertain headcount and workload challenges.

When and why did you decide to start the business?

Life Science Law was founded in 2015 as a full-service solution to meet legal support needs within the pharma and life sciences world. As a solicitor with more than 20 years of professional experience in the life sciences sector, in my many in-house general counsel and legal roles at top pharma companies, I saw first-hand the challenges of landing a role without the right team around me to support the business priorities and challenges.

There is a lack of support available to recruit lawyers with the right niche industry level of expertise needed. There is also limited visibility as to the bank of legal consultants available on the market and it is almost impossible to obtain ad-hoc legal consultancy support which can be ramped up and down as and when needed in alignment with changing business needs. This is where the idea of Life Science Law was born.

How have you financed the growth of your business so far? Do you anticipate that your funding needs will change significantly in the near future?

I have self funded the business, which now generates sufficient revenue to return a profit and the investment I have put into the business.

What has been the most difficult or challenging part of growing your business, and how have you addressed that challenge?

One of the biggest challenges has been self-belief. Having spent 20 years in a corporate role with a guaranteed income and holidays and stepping into a world where your income is uncertain and in the early years hard to predict is extremely unsettling. I have spent many a night worrying about where my next client or consultant will materialise. It’s stressful, but the reward from winning a new client, matching a consultant with a client and getting great feedback from clients and consultants all makes it worthwhile.

Could you share one or two key achievements for LS Law over the past year?

LS Law has grown from a concept in my head, to a team of over 40 legal and compliance consultants servicing multi-national pharmaceutical companies and a growing number of bio-tech companies in need of legal support and services.

What advice would you give an entrepreneur just starting out about how to grow their business?

I no longer work towards contrived goals and objectives set by a corporate matrixed organisation. The goals and objectives we set as entrepreneurs are real and the results tangible and bring us a step closer to the end game plan.

You need to be resilient, courageous and determined and having a network of support is key along with order, harmony and balance. Do not bring problems to the business, bring solutions. Do not be afraid to ask for help. Have self-belief and grit. Take small steps forward, reflecting on the past and using those learnings to push forward. Keep the big picture in mind, but it’s the many little things which make the difference.

Sam Miller, Clearwater Growth

Sam Miller, Clearwater Growth

Greg Gille catches up with Clearwater Growth partner Sam Miller to discuss the advisory gap for owner-managed SMEs, the perception of private equity in the SME space, what the right investor can bring to the table, and more

Corporate finance firm Clearwater International recently launched a new division, Clearwater Growth, focused on funding solutions for smaller businesses. The new venture will provide a range of transaction services tailored to the needs of entrepreneurs and owner managers of businesses with turnovers up to £40m and equity cheques up to £15m.

The goals are certainly ambitious: Clearwater said in a statement that the new venture could unlock £250m of new domestic and international investment, supporting around £600m of deals for high-growth businesses, over the next three years.

This is rooted in the belief that the amount of capital looking to find a home in these promising businesses is not efficiently matched with entrepreneurs. “We think there is a big gap in the market for quality, independent advice in the entrepreneurial business space, “ says Sam Miller, who recently joined the firm as partner to spearhead Clearwater Growth. “The big players in the audit and consultancy world offer a full suite of services mainly targeting larger businesses, and smaller firms are also increasingly chasing bigger transactions. Meanwhile, the regional boutiques are very good at serving smaller businesses and entrepreneurs, but they may not be able to offer the benefits of a national player like Clearwater, from sector experts to debt advisory services and support for international expansion.”

The opportunity is certainly out there for SMEs and investors alike, says Miller: “We are at one of the best times ever to raise finance for SMEs. On the lending side, decentralisation means there is now a plethora of new entrants and innovative products in the market. And it is the same for private equity (PE) funding, with vast amounts of capital ready to be invested. But the market is moving so quickly, and there is so much choice out there, that it is nearly impossible for entrepreneurs to dedicate enough time to keep track and choose the best partners.”

And while PE in particular has become very adept at approaching business owners in the SME space, this can leave the latter in need of extra guidance. “We have done in excess of 35 deal origination calls in the past 8-10 weeks - a number of these entrepreneurs said they had already been contacted by several VCs and PE houses, but no advisers,” Miller says. “There is clearly a gap there.”

Education mission

This is compounded by the fact that while PE and venture capital (VC) is a less opaque industry than it was a decade ago, some misconceptions still prevail, Miller adds: “We still get the same comments: that PE has got a bad reputation, that they will squeeze the business, take control away from the founders, etc. Our first port of call is to address these misconceptions - which we firmly believe are not a true reflection of what PE can bring to the table - and talk about it in terms of establishing a partnership that, ultimately, will unlock further growth for the business.”

Environmental, social and governance (ESG) value-add is a case in point. PE’s impact when it comes to what is now a key consideration for all businesses, regardless of size, can be significant, stresses Miller: “Their own investors have put a strong emphasis on it, and it has also emerged as a concrete value creation tool. So it is not just lip-service: PE can make a meaningful difference and enact change, and really turn it into a value driver that ultimately benefits these companies.”

Highlighting the merits of minority deals (whereby PE firms that would have typically bought a business outright will instead secure a minority stake and work in partnership with the current owners) is also very much on the agenda, given how well suited this type of transaction can be for owner-managers. “Entrepreneurs often see their options being a trade exit or a majority PE deal,” says Miller. “They have been surprised that they can do a minority deal, whereby they can take cash off the table but also take on some growth capital and remain involved in the continued success of the business. This also makes them very much aligned with their PE backers as partners in the truest sense, which is equally appealing for investors.”

The core focus of Clearwater Growth will be on finding high-growth, owner-managed businesses looking to raise PE investment - be it through growth capital, MBOs or minority deals. But the team can cover the full M&A suite of services, such as strategic business planning, that also have to be tailored to the different needs of owner-managers. Miller says that recruitment, and people management in general, is an area that can be incredibly challenging for smaller, high-growth businesses: “On the organisational strategy side, a typical example is very tech-focused businesses where you will find that the founder/CEO may be the only person with a commercial impetus, while the rest of the team is very tech-heavy - they will need to scale up their commercial force to take the company to the next level. And more generally, finding the right talent is such a big decision for smaller businesses - not only in money terms when you look at recruitment fees, but also in terms of the time spent by the execs tied up into that process.”

HR & talent strategies as a value driver

HR & talent strategies as a value driver

Laura Atterwill, head of platform at Fidelity International Strategic Ventures, shares her experience overhauling the talent management strategy of one of the venture capital firm’s portfolio companies.

“In a Greenhouse Software survey conducted back in 2019, 47% of CEOs felt that talent-related matters are their most important business concern,” Atterwill told attendants at the Real Deals HR Summit, held in London on 25 May. “I can only assume that it will have increased since then, given Covid and the change in working patterns it introduced.”

Atterwill went on to present a case study of how the firm added value to one of its investments - a high-growth fintech business that Fidelity International Strategic Ventures (FISV) backed around five years ago - by helping to overhaul its people management strategy.

“The company had ambitious goals and wanted to grow headcount by 30% over the following year. But when we saw more and more talent-related items popping up on the board agenda, we decided to try and help.”

The company’s founders were seeking ways to support the development of their rising stars, ensure clear progression for individual contributors and give managers a toolkit to be able to build and mentor their teams - but lacked the people management function to make that happen, Atterwill said: “While the founders were open to change, they didn’t have a scaled HR function in place, with less than 5 people in HR overseeing a 300-plus organisation.”

Organisational design

The first order of business was to address the “shelf-like” organisation of the company: “For instance, one of the founders had more than 10 reports, and while that would have worked early on, it was becoming overbearing,” said Atterwill. “As a result, what should have been a fast, nimble startup was actually facing bottlenecks in decision making.”

FISV first encouraged the leadership team to hire a COO to set KPIs and plan a multi-year growth path. Another key addition was the appointment of a new chair for the business, which strengthened governance and provided the founders with a sounding board for long-term strategic planning.

“Another important change we encouraged was to be less constrained by personal loyalty to individuals who had been there since the beginning. Rather, we helped the leadership team think of the roles and requirements first and then see how people could fit in these, instead of creating roles for specific individuals,” she added. “Ultimately all these changes made the business much less shelf-like in terms of organisation, and more matrix-like.”

Talent acquisition

Moving on to the talent acquisition strategy put in place to support the company’s growth, Atterwill said that FISV and management had three core objectives: meet ambitious recruitment targets, fill leadership gaps, and focus on diversity.

“We ushered in a raft of measures, from engaging executive search firms to reviewing the TA funnel and onboarding an RPO. Crucially, we also developed more inclusive hiring strategies,” Atterwill said.

The efforts bore fruit: the business saw its hiring rate increase by 40%, the average cost per hire went down by 23%, the average time to hire was reduced by 15%, and 47% of current employees identify as a woman.

Retention strategy

The efforts didn’t stop at hiring though, with a strong emphasis also put on rethinking the company’s retention strategy, Atterwill said: “We wanted to help reduce attrition (with an employee turnover of around 20%), drive a culture of continuous learning, and try to remove as much bias and inequality as possible.”

To that end, a strong emphasis was placed on coaching, with Atterwill herself being personally involved: “I coached two rising stars, in order to help manage their transition from operational duties to leadership roles. We also built a coaching programme designed to boost confidence and promote constructive conflict, in order to reduce the deference factor that can sometimes be an issue for startups.”

Other key measures included a rethink of ExCo remuneration, a benefits review, and the institution of an inclusion committee. And once again, the results were not long to follow, said Atterwill: among other achievements, the training programme rolled out via Udemy has seen an uptake of 80%, the company is achieving an eNPS of 69%, and pulse surveys have shown ongoing positive trends in recent months.

This example shows how venture capital and private equity firms can help professionalise their investee companies to unlock their full potential, but Atterwill noted that this work is never straightforward, even with experienced help at hand: “This all sounds like it was a linear process, but it certainly had fits and starts, and there is much unfinished business that we are still working on!”


Laura Atterwill is head of platform for Fidelity International Strategic Ventures (FISV), where she works to provide operational support to a portfolio of fintech scale-ups. Her work focuses on human capital and people-centred organisational design, with topics including hiring, ESG, performance management and reward as well as coaching senior executives and emerging talent. Prior to establishing the platform function as a founding member of FISV, Laura was talent partner for Eight Roads, the circa-$9bn AUM global venture capital business. In that role she advised portfolio companies on board composition and hiring, and worked to build out the investor and functional talent for the platform.

How to avoid procrastination

How to avoid procrastination

Procrastination is the enemy of success in business so if you keep putting things off you need to deal with it before it starts causing problems, says Juliet Landau-Pope, a productivity coach for SMEs.

Here’s how:

1. Notice when it’s happening

Juliet says: “There are two types of procrastination. The first type is when you are avoiding or delaying an important task, such as writing an email or contacting a client. You know what you need to do, but you keep putting it off. The second type is harder to discern, but can be equally damaging, and that is when you start off a new project really enthusiastically but then you run out of steam or struggle to finish it.”

2. Don’t ask why you are procrastinating

Juliet says: “One of the traps that people fall into is to question why this is happening; why am I doing this, why am I leaving everything to the last minute again? The problem with asking why is that it is a very analytical question that takes you into your head but doesn’t move you into action. So forget about why – it is not relevant when you are trying to kick start yourself into action and move forward.”

3. Gather all the information you need

Juliet says: “One of the reasons why people procrastinate is because there is a missing piece of information, or because the brief isn’t clear enough, and there is something a bit fuzzy or uncertain that you need to clarify. So before you take the first step, have a conversation with the relevant person, whether that is your manager or a client, and clarify exactly what needs to be done.”

4. Make it specific

Juliet says: “Make your task as specific as possible and identify the first step because otherwise it can be very daunting. The more specific you are about what you need to do, the more likely you are to do it. If you need to send a speculative email to a supplier, for example, you will be more motivated to do it if you have the name of the actual person that you need to contact. So your first step might be to research the name of that person and find their email address. Then once you take the first step you are more likely to be able to take the next step and move the process forward.”

5. Set lifelines not deadlines

Juliet says: “Most people tend to dwell on deadlines but the problem with deadlines is they are scary. So think about lifelines instead. Lifelines are the date when you take the first step of a project and bring it to life. So instead of saying that you need to do a task by a certain date, work out when you are going to take the first step and put that into your calendar.
That is your lifeline. And be realistic about long something is going to take you to do. One of the reasons why people procrastinate is they have a unrealistic sense of time.”

6. Eat the frog

Juliet says: “Eat the frog is a concept devised by Canadian business consultant Brian Tracy. He recommends you identify the thing on your to-do list you least want to do and deal with it first to get it out of the way. It will liberate your schedule, clear your headspace and make you feel so much better. His argument is that if you wake up in the morning and eat a live frog, the day can only get better.”

7. Beware perfectionism

Juliet says: “Watch out for perfectionism because procrastination and perfectionism go hand in hand. Yes, you should be striving for excellence but that doesn’t mean you have to achieve 100% perfection every single time. If you are dashing off an email to confirm an appointment and there is a minor typo in it, it is not going to ruin the relationship. It is not the same as if you were making a presentation to 1000 people. So weigh up if perfectionism is required, because there are times when yes it absolutely is, but there are also times when you can lower the bar and good enough will be good enough. Sometimes it is better done than perfect.”

8. Take five minutes

Juliet says: “You can get a lot done in five minutes, so it is worth starting a task even if you only have five minutes and won’t be able to finish it. That’s because even if you only write one line or read one paragraph, your head will be in the game and the ideas will start to percolate.”

Juliet Landau-Pope of JLP Coach is a productivity coach for SMEs and the author of What’s Your Excuse for not Being More Productive?

Andrew Franks, ClaimsLine

Andrew Franks, ClaimsLine

A change in the law prompted a big change in strategy at Claims Line, which provides support for people who have been involved in an accident, says its co-Founder and Commercial Director Andrew Franks.

What does your business do?

Claimsline offers an accident management service for motorists who have been involved in an accident that wasn’t their fault. We provide free and easy wraparound support to get drivers swiftly back on the road following an accident, and give them the appropriate aftercare and assistance to recover any losses incurred. We employ 25 people and will have an £8 million turnover this year.

Why did you decide to start your business?

We saw that insurance companies were falling really short with their clients and wanted to offer them a better solution to using their insurance after an accident. We felt it was unfair for drivers to be penalised after they were in
an accident, losing their time spending hours on the phone and having to pay their insurance excesses, which average at about £348 in the UK. What’s more, these drivers weren’t being given a suitable replacement vehicle, if they were given one at all, whilst their repairs were often being made not by a manufacturer approved garage. All of this was putting clients and their vehicles worse off after an accident they didn’t cause, so we felt this needed to change. From previous experience we knew it was possible to provide a service where we could return a client to the same position they were in before the accident, so we set out to make that a reality.

How did you get it off the ground?

We started out by setting up commercial arrangements with replacement vehicle providers and bodyshop networks to see if it was a viable solution. Once that was agreed we recruited a strong team with knowledge within the sector and began to market the service we could offer online.

How did you finance the growth of your business?

My co-founders and I started the business with £15,000 from personal savings. We have a very reliable network of partners and are in a fortunate position where they pay us very quickly – I know that can be a challenge for some businesses starting out. This has allowed us to scale up quickly and reinvest our capital into our systems, staff development, and marketing.

What has been the most difficult or challenging part of growing your business?

Definitely the Personal Injury Reform in May 2021. In a nutshell, it would have meant at the time that we would have lost about 50% of our revenue – roughly around £3 million. We weighed up the options available and most looked pretty bleak and would have made the business untenable at worst or have to downsize at best. I had a meeting with one of the providers we work with and they were looking to increase in size but couldn’t really fund doing so, so I proposed that we buy into the business to provide them working capital, which doubled the amount of work they were able to purchase from us. This allowed us to continue to grow and offset the losses from the reforms, and it also allowed them to grow.

What key lesson have you learnt about setting up and growing a business?

Usually the point at which you are working the hardest and feeling like you are not making progress is just before the tipping point.

What has been the impact of the pandemic on your business and how have you dealt with this?

During the first lockdown in March 2020, we continued to market and were spending heavily to do so but there were so few vehicles on the road that it wasn’t viable to continue. We were losing money fast and wondering when it would end. It was really frustrating but like many others there were little to no customers to provide our services to at that point. We took the decision to turn off all marketing, pay the staff in full and have some time off for a few months until we finally returned to the office in June. It was a tough decision, but I’m proud that we were still able to support our team during that difficult time.

What has been your biggest mistake?

We should have set up the business sooner.

What has been the secret of your success so far?

It is all about the people you have around them. You need to empower them and lead by example.

What advice would you give an entrepreneur just starting out about how to grow their business?

Try to make informed balanced decisions; that’s where having a team of experts is really important. Second, if you believe in something then you need to work hard at it in order to succeed, which sometimes means sacrifice. Finally, don’t be disillusioned by thinking other people are doing better or having it easier - just keep going.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Persistance.

Simon Morton, Eyeful Presentations

Simon Morton, Eyeful Presentations

Starting two businesses at the same time and never borrowing any money has been a winning strategy for Simon Morton, the Founder of presentation consultancy Eyeful Presentations.

What does your business do?

We help businesses make better presentations to employees, customers and investors by helping them craft the right stories to resonate and connect with their audience. We provide consultancy, design and training.

Why did you decide to start your business?

Two reasons – the first one was personal, in that we were just about to start a family, and my previous role meant that I was on planes most of my life and I didn’t want to miss my daughter growing up. There was also a gap in the market because most presentations and communications weren’t as good as they should be.

I actually started two businesses at the same time – Eyeful Presentations and Earful Productions, which was a
podcasting business. But I was 10-15 years too early with the podcasting business so that died a death and Eyeful Presentations took off. We’ve now got 35 employees and a £3 million turnover.

How did you finance the growth of your business?

It was bootstrapped. We had saved a few quid over the years which we lived off until we start getting some invoices paid and I spent around £2000 on getting the business off the ground. And that was it. I bought a Dummies book on how to create your own website and at weekends I would create our own website, for example. We have always been very careful with the money and we don’t spend what we don’t have. To date we have never had to borrow a penny.

What has been the most difficult or challenging part of growing your business?

Having the right people on the bus. You can load up the bus with the wrong people and it just doesn’t work. We have
been lucky; we haven’t kiss too many frogs but we have had a few frogs along the way. When you get the right people on the bus, it is amazing; the difference it makes is just remarkable.

What key lesson have you learnt about setting up and growing a business?

The value of naivety. I am so glad that when I started I didn’t know what I know now. I would have been so petrified that I probably wouldn’t have done it. Being naïve meant that I just threw myself into it. I got a few bruises along the way but it was fine; we have got a nice business now.

What has been the impact of the pandemic on your business and how have you dealt with this?

Revenue went down and profitability was really hit, but we also learnt a really valuable lesson, which is you have
got to have a culture where you can be honest and open with your team. We were a very open book; we explained the profits we had made previously and how those had been eroded, and we recognised that everyone was scared, and that regular communication was absolutely key. We are definitely a stronger business having gone through that process.

What has been your biggest mistake?

Not reading the small print and trusting people too much. We rented an office for eight years and when we wanted to move to bigger premises an unscrupulous agent made life very difficult and expensive for us. We also had a bizarre situation when the 0845 phone number we had for customers was changed overnight to the Tesco smoothie
and yoghurt helpline. We had customers trying to get through to us who were being asked what they thought about strawberry yoghurt. It turned out that in the small print it said we didn’t own the phone number so it could be
reallocated anywhere. I can laugh about it now but it really wasn’t funny at the time.

What has been the secret of your success so far?

Having a good support network both inside and outside the business. I have a network of people I can turn to when
I don’t know what to do, who can look at things from a different angle and give me advice, and who are willing to hear me cry or stamp my feet when things aren’t going well.

What advice would you give an entrepreneur just starting out about how to grow their business?

If it feels right, go for it. But don’t borrow money or get into invoice discounting to do it. I have seen some great
businesses get into a real pickle because they have been caught out with cash flow issues and living beyond their means.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Sense of humour.

How to bid for a new contract

How to bid for a new contract

Understanding how to bid for a new contract can spell the difference between success and failure, says David Gray, managing director of B2B bid consultants AM Bid.

SMEs can waste a lot of time and effort on bidding for contracts if they don’t know what they are doing, says bid specialist David Gray. He offers this advice:

1. Be selective

David says: “A lot of SMEs will bid for everything that is in their wheelhouse – if they are a repairs contractor, for example, they will bid for all repairs contracts they see. But a lot of these opportunities are very competitive so it is important to identify the contracts that you have got a real chance of winning, perhaps because you have a proven track record in that geography or with that client, or because you have something that differentiates you from your competitor. You can waste a lot of time bidding for opportunities you are never likely to win because you don’t have the necessary experience or track record, so it is important to target the right opportunities.”

2. Create a strategy

David says: “A lot of SMEs make the mistake of jumping straight in to writing a bid, but it is really important to strategise first
and decide what are your unique selling points and your differentiators, and what is going to make you stand out from the competition. You should also consider what key things the client is looking for from a provider, and then try to develop win themes that you can weave through your bid that align with these hot buttons.”

3. Plan and structure your response

David says: “You also need to plan your response and structure it before writing it. Use subheadings and make sure you are writing in a logical and sensible manner and covering all the component parts of the question and meeting the requirements that the buyer is asking. It will also make the writing much easier because you will be filling in blanks rather than staring at a blank page trying to figure out how to get all your value across in one hit.”

4. Avoid making generic statements

David says: “A bid or a tender response is very different from a marketing brochure. In a marketing brochure you are trying to sell yourself to a really broad audience of many different types and potentially sizes of clients. In a bid you are really just trying to sell yourself to one client, so it needs to be tailored specifically to their needs and requirements. Use the client’s name in the proposal and make it clear to them that this is a bespoke proposal which is just for them.”

5. Focus on the value and benefits you will bring the buyer

David says: “Instead of focusing on what you do, focus on the value of what you do and how you do it in order to bring to life the benefits a client will get from your solution. SMEs are often quite bad at this one – they fall into the trap of just telling people what they do and how they do it, and they leave the buyer to join the dots in their head as to why that is good.
But sometimes you will have procurement teams who are not subject matter experts who will be assessing your bid and they just don’t join those dots. They want to see what specific value your solution or offer will bring to them as a buyer and what specific benefits will they derive from that.”

6. Provide evidence that you are as good as you say you are

David says: “SMEs can fall into the trap of talking themselves up and saying they are the best in the market. But you need to provide evidence to back up your claims. Do you have a case study from a previous client that is very similar to this client, or do you have a testimonial about how good you were? Do you have quantitative data around KPIs or performance metrics that you can include? Anybody can say they are the best at what they do, or that they will be the best partner or the best supplier, but it is much harder to prove this, so if you can provide evidence it will make your bid stand out. Providing proof will not only differentiate your business from those who cannot prove they are the best, it will also take away risks from the buyer because it will give them confidence in your business.”

David Gray is the managing director of B2B bid consultants AM Bid and creator of Ultimatetendercoach.com, an online tender training programme for SMEs.

Steve Pierson, UK FM Services

Steve Pierson, UK FM Services

Providing really good customer service has been a winning strategy for achieving success, says Steve Pierson, founder of facilities management company UK FM Services.

What does your business do?

We provide facilities management services for commercial buildings such as offices, schools and hotels. We ensure that buildings are compliant with fire and building regulations, for example, and we can carry out refurbishment projects.

Why did you decide to start your business?

I previously worked for a facilities management company; I saw how it was being done wrong and decided I could do it right. I wanted my business to provide better client care, from booking the job
in to providing good aftercare. For example, we make sure that every client gets a photographic report after every job with before and after photos, whether it is a £50 job or a £200,000 job, and not many companies provide that.

How did you finance the growth of your business?

I didn’t need any money to start the business - I worked from my dining room table or Costa Coffee and started out in 2017 with one client, a big construction company with a facilities arm. I managed to get in a couple of quick invoices that financed the business and it has grown from there. Initially I subcontracted all of our work out but as the business has grown we have gradually been able to hire our own employees and bring most of the work in-house. The business now has 35-40 staff and a £4 million turnover.

What has been the most difficult or challenging part of growing your business?

Clients not paying on time. It is a massive industry wide issue. We have to pay our wage bill no matter what, and if
clients don’t pay us for 90 days that causes a cashflow issue.

What key lesson have you learnt about setting up and growing a business?

The importance of living by our principles of being open and honest with the clients, and making sure that what we promise is what we give them.

What has been the impact of the pandemic on your business and how have you dealt with this?

When the pandemic first hit we looked at how we could diversify and started offering hygiene work such as deep kitchen cleans to our clients. We also installed a lot of signage and Perspex partitions in offices to prepare for people going back to work.

However a lot of our work is compliance and that continued because clients still needed to have fire doors checked and boilers serviced, whether people were using the buildings or not. So our turnover doubled during the first 18 months of the pandemic.

What has been your biggest mistake?

Hiring people that we probably shouldn’t have hired and using contractors that we shouldn’t have done. We soon
realised that we needed people to work in a specific way and so as the business has grown we have hired our own engineers to do the work in-house rather than using contractors which enables us to maintain quality control. We are very
clear about how we want the job done, because we know that is what the client wants.

What has been the secret of your success so far?

We couldn’t have done any of this without the people we have brought in around us. We didn’t really have much to
offer apart from a dream about what we wanted to try and do, and yet we have some people who have been with us from the start.

What advice would you give an entrepreneur just starting out about how to grow their business?

Be available to your clients and remember that you are only as good as your last job.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Personability.

How to use your existing customers to attract new business

How to use your existing customers to attract new business

If you are smart you can get your existing customers to do a lot of the hard work of bringing new customers to your business, says Debbie Gainsford, a marketing and career coach who works with SMEs.

Here’s how to do it:

1. Generate word of mouth recommendations

Debbie says: “Your existing customers are already out there talking about your business so make that impact go further by asking your customers to like and share your social media posts so that they reach their wider network. A great way to track the effect of word of mouth is simply to ask people who use your business how they heard about it, so you can see who is recommending you to their networks.”

2. Get reviews and ratings

Debbie says: “These days most people look at reviews and ratings of a business before they decide to buy from them, so it is really important that your business is on the relevant review platforms for the industry you are in. That way you will be part of that research and purchasing decision by any prospective new customers. A great way of getting your existing customers to help you be part of that process is simply by asking them to review you.”

“If they have made a purchase from your business, send them a link to the platform you want the review to be on and ask them to provide a review or to rate your business or service. That way you will grow the number of reviews that are on there, and as they build up, you will be able to use these in your marketing. You may be able to say that nine out of ten customers recommend your business, for example, or that your customer service has an average rating of 5 stars. Things like that really start to build the credibility of the business and showcase why customers like your business.”

3. Generate referrals

Debbie says: “You can use referrals to incentivise your existing customers to help grow your business. Businesses such as gyms, for example, can invite existing customers to bring a friend for free, and if that friend signs up, your existing customer gets a reward such as discount.”

4. Create testimonials

Debbie says: “Testimonials are a really impactful marketing tool. Decide which customers you would like to feature across your marketing and ask them to tell you what they think about your business and its products or services. Testimonials don’t need to be long – 2 to 3 sentences of why they like your products or services. It helps to build trust and statistics show that
putting testimonials on the key purchasing pages of your website actually increases conversion. Google algorithms also love testimonials, which means that websites that use testimonials are likely to see an increase in traffic compared to businesses which are not. They are a great way of showing prospective customers why your existing customers like to work with you and showing the value you can add.”

5. Write case studies

Debbie says: “Having case studies of your existing customers that show what problem they had, why they chose to work with you, what solution you offered their business and what results you achieved for them is a really powerful way of demonstrating the value your business has to offer. Case studies really build up trust.”

6. Use customer data points

Debbie says: “This is a great way of showing how your business is growing in the market. You can highlight data points such as nine of the ten top businesses in your industry work with you; or ten new customers joined last month; or you have sold over 100 products in the last week; or 95% of your customers buy from you again. It all helps build credibility amongst potential customers.”

Debbie Gainsford is a marketing and career coach for SMEs.

How to get better at selling

How to get better at selling

Many small business owners shy away from the idea of selling, but without sales your business would not exist so it is time to get better at it, says sales expert Charlie Day

Here’s how to do it right:

1. Make sales a priority

Charlie says: “In my experience small business owners tend to concentrate on the product or service they are developing, and they don’t concentrate anywhere near as much as they should on actually selling it. You could have the most amazing product or service but if you don’t have any customers wanting to buy from you, it is a complete waste of time. Small business owners should be spending 80% of their efforts bringing sales into their business and 20% on all the other stuff, because without sales you don’t have a business.”

2. Put yourself in charge of sales

Charlie says: “As the business owner, you are the best person to make sales because you are passionate about it. As you scale your business you will hopefully need to employ a sales team but at the beginning you are always going to be the best person for the job. Sales is an exchange of energy so all that passion and energy that made you want to set up your business in the first place needs to come through with every sale.”

3. Rethink your idea of selling

Charlie says: “When people think about selling they think about car salesmen, but that is the opposite of what makes a good sales person. Selling is about listening to people and solving their problems – if you can do that really well you will become the best salesperson you can possibly be.”

4. Believe in what you are selling

Charlie says: “Small business owners need to be their own biggest cheerleaders. You have got to wholeheartedly believe that what you are selling is amazing, that it solves your customers problems and that it is a no-brainer for them to buy it from you. If you aren’t in that position then the first thing to look at is why – what is the missing piece that is stopping you from believing this? Is it lack of confidence, or is it because you are thinking, actually I don’t know if I would buy this, I don’t know if it is the best, I think there might be someone out there doing this better? If so, address that first.”

5. Don’t be afraid to follow up

Charlie says: “Many business owners worry that if they follow up an enquiry people will think they are pushy. But if a business follows up on your enquiry, you are generally grateful – or you just continue to ignore them. Either way, you don’t blacklist them just because they followed up. You need to do a mindset shift – rather than thinking the customer will think you are too pushy or desperate for sales, you need to think, there is a whole group of people out there who are really struggling and my product or service could solve their problems. So if you don’t tell them about it, you will be doing them a disservice.”

6. Be careful about using social media as a selling tool

Charlie says: “The mistake I see people making on social media is they are constantly trying to sell. But people get put off by that; they unfollow you or unsubscribe and switch off. Instead social media is about creating content that makes people smile, and about creating a brand that people are interested in. As a rule of thumb, only one in every five social media posts should be about selling – the others should be showing people why they should buy from you, by explaining what problems your product or service is going to solve, and what results they will see. If you can show your customer how they will feel when they buy from you, they are much more likely to do so.”

7. Nurture the relationship

Charlie says: “Once someone is at the top of your sales funnel, perhaps because they have subscribed or registered their interest, it is up to you to build and nurture that relationship, because these days people want to know who they are buying from. They want to like and trust you, and they want to build up a relationship with the brand before they buy.”

Charlie’s Top tips

1. Make your messaging so clear that your ideal customer wants to know more.

2. Ask questions to uncover their problems so that you can solve them

3. Follow up with anybody who enquires about your business, because they will buy from you eventually; it is up to you to get them there.

Charlie Day is a sales expert who helps small business owners grow their sales.

Tom Parkinson, SteamaCo

Tom Parkinson, SteamaCo

Helping electricity providers in Africa and Asia operate more efficiently is both challenging and rewarding, says Tom Parkinson, Managing Director of SteamaCo, a purpose-led business which is a technology partner to utilities in Emerging Markets.

What does your business do?

We help utilities sell electricity profitably. SteamaCo started out as a small utility firm providing electricity in Kenya through solar mini grids. However, as the business scaled it was hard to get paid in a way that worked in a low infrastructure environment. We saw an opportunity and so pivoted to providing software to utilities to enable more effective selling of electricity. Many African utility firms are currently loss making, chiefly due to theft but also because of outdated and inefficient operations. We have the technology to enable utilities to detect and resolve losses and to run their operations better via cloud software.

We currently have 30 customers across 16 countries in Africa and Asia helping deliver electricity to around 100,000 homes and businesses, and we do all of this with just 25 employees.

Why did you decide to join the business?

SteamaCo started in 2012 and I joined as Finance Director in 2016 before becoming Managing Director in 2021. I leapt at the chance because of the mission - when the opportunity landed on my desk, I just couldn’t say no. There are over a billion people who lack access to reliable, affordable electricity, and yet electricity is crucial for participation in the modern economy. I wanted to help Africa release its potential.

How did you finance the growth of the business?

Initially it was crowd funded, then we grew into angel funding and now we have venture capital from Shell and Praetura.
We have supplemented those funds with innovation grants from Innovate UK and Horizon 2020.

What has been the most difficult or challenging part of growing your business?

Doing business in Africa is challenging – there is a reason that countries on the continent consistently ranks as some of the most difficult places in the world to operate. The major challenge has been the difficulty of our customers obtaining financing to pay for the distribution infrastructure that we help them to operate.

What key lesson have you learnt about setting up and growing a business?

The importance of getting your team right; getting the right investors, the right partners to work with, the right advisors, and then recruiting effectively and making sure that the right people are joining your organisation. I can’t stress the importance of getting good people around you.

What has been the impact of the pandemic on your business and how have you dealt with this?

It hit us quite hard because a lot of the projects we were working on had some element of overseas development aid funding, and that basically stopped during the pandemic as governments focused on their own citizens. That meant a lot of the projects were halted and so we effectively went into hibernation. Unfortunately, we had to let some good people
go just to get through. However, we used the opportunity to develop a new product to help overcome utility losses, which is the major problem facing utility firms in Africa – for example, In Nigeria, 50% of electricity is not paid for, and most of that is lost through theft. We designed and built an AI-driven solution which can detects anomalies in electricity consumption and payment data and helps utilities resolve losses. We are now working with major utilities on developing that product.

What has been your biggest mistake?

Earlier in the life of the business we focused too much on how we could do everything ourselves. We added too much
complexity to the business. We have now simplified our business, focusing on our competencies and embraced a partnership strategy. This has really supercharged the business and enabled us to leverage the power of our technology.
For example, we are now working with a highly respected power advisory firm in Nigeria, Nextier. Working with an advisor that is trusted locally has given us direct access to the market that we wouldn’t have been able to achieve without them. When we come in as a Manchester-based business into an African market, there is an understandable lack of trust so when you are aligned with a trusted organisation, it really boosts progress.

What has been the secret of your success so far?

Listening to our customers, understanding their needs, and serving them well. It also helped that SteamaCo started out as a utility firm in Africa and so we really understand the problems that the customer is going through. We’ve eaten our own dog food, as the saying goes.

What advice would you give an entrepreneur just starting out about how to grow their business?

Get out there and test your product in real life as quickly as you can because that is where you get the best feedback.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Openness.

Ross Kemp, Asap Water Crafts

Ross Kemp, Asap Water Crafts

Becoming a contestant on a TV show and being flown to Australia by Richard Branson have been just two highlights of starting his own jet board business, says Ross Kemp, founder of Asap Water Crafts.

What does your business do?

We make electric-powered jet boards that blast you through the water as you lie on them. Our customers are watersports centres, boat owners, lifeguards and rescuers. You can launch them anywhere and they don’t need a trailer or loads of storage; you can just carry them on your back. It is an amazing experience being blasted through the water as well as a great tool for rescuers.

Why did you decide to start your business?

This was actually my student project when I was studying Product Design at Loughborough University. As part of our course we had to design and develop something new. I was part of the Lifesaving club at the university and became really interested in rescue equipment. I saw an opportunity for something innovative.

How did you launch your business?

When I graduated in 2011, Loughborough University had just set up their commercialisation hub to help graduates get their ideas off the ground and turn them into businesses. I was really lucky to be one of the first cohorts. The university helped me find contacts and an investor. As part of that process I was a contestant on a TV show called Be your own Boss, which involved pitching my business to Richard Reed, the co-founder of Innocent smoothies.

My mentor on the show was Richard Branson, who he flew me to Australia to test my rescue jet board with lifeguards there, using Virgin branding. It was the best market research I could ever have had. That opportunity bought me lots of publicity and I used it to launch the business in 2013. Our jet boards are made in the UK and we now sell them all round the world. We employ four people.

How did you finance the growth of your business?

Loughborough University invested a small amount of seed funding and Richard Reed invested £3000 as part of the TV
show. Then we did an angel investment which raised £150,000 and a crowd funding round which raised £300,000. We did another crowdfunding round in 2020 which raised £150,000 and we are just about to do another investment round.

What has been the most difficult or challenging part of growing your business?

The big challenge has always been finding good people to work with who have relevant experience. It has involved
constant networking.

What key lesson have you learnt about setting up and growing a business?

A friend once said that his approach to business was to agree to do something and then figure out how to do it afterwards, and that sums up my experience too.

What has been the impact of the pandemic on your business and how have you dealt with this?

We have seen our sales grow slightly which has been good but the impact on our supply chain is getting worse. The lead time for one particular electronic component which our jet boards are built around is normally 2 to 3 weeks but it is now 8 and a half months. Luckily we have some in stock but we hope the supply of components starts to improve.

What has been your biggest mistake?

I wish I had started the business with a co-founder because there have been lots of times when it would have been nice to have someone doing it with me and to bounce ideas off.

What has been the secret of your success so far?

I was really naïve when I started – I put together a plan in the first year showing that my jet boards would be in mass production by the end of the year. But that naivety actually helped me because if someone had said at the start, right this is going to take you ten years, you are going to be poor and you are going to work incredibly long hours and you are not going to see your friends or family, then I might not have done it. The secret was being incredibly naïve at the start and then being stubborn enough to keep going and not give up.

What advice would you give an entrepreneur just starting out about how to grow their business?

Do everything yourself, at least for a short time, then figure out what you are not good at and quickly bring people in to do those things. Also realise you don’t have to know everything, you can just figure stuff out as you go along. Jump off the cliff and make a parachute as you go down.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Optimism.

Rebecca Kelly, VenueScanner

Rebecca Kelly, VenueScanner

Bootstrapping, funding from friends and business contacts and angel investors have all been fruitful sources of finance for events platform VenueScanner, says founder and CEO Rebecca Kelly.

What does your business do?

VenueScanner is a booking platform for meeting and event venues. We help venues market themselves online and enable businesses and individuals to search, compare and book space for their events. We are growing by 30% a month and currently process around £7 million of bookings a year.

Why did you decide to start your business?

It was to solve a challenge that I had personally experienced. I was working at Marks and Spencer and I was the person who would organise our Christmas parties and offsite meetings and conferences. I ended up spending forever trying to find and book space, and we always seemed to end up somewhere that was really
expensive and with no natural light. There is so much amazing space in London but the problem was it was so difficult to try and book it online. My co-founder Benjy Mayer and I did some brainstorming and realised that you could go on Skyscanner and book a flight, or go on Booking.com to book a hotel, so why couldn’t you go on somewhere to book a venue. So we decided to create it ourselves.

The part I was particularly passionate about was bringing business to the smaller independent venues and more interesting spaces alongside the larger corporations that tend to have big marketing budgets.

How did you get it off the ground?

We created a job spec online for a developer and found an engineer in Poland who we started working with. We first built the ability for venues to list themselves on the platform and we got 10,000 venues listed in our first six months. Then we built bits of the platform at a time over the first year; the search area, messaging and booking.

How did you finance the growth of your business?

At the beginning we bootstrapped it and then raised £150,000 from friends and business contacts which took us through the first stage. Since then we have raised funding primarily from angel investors. Our lead investor is Tom
Singh, who founded New Look, and his funding is matched by the AngelCo Fund run by the British business bank. In total we have done four rounds of investment and raised about £3.5 million.

What has been the most difficult or challenging part of growing your business?

Balancing the ambitions of what we want to create and managing the cashflow. It is a constant battle - you want to do everything but you don’t have enough resources to do everything, so you have to ruthlessly prioritise.

What key lesson have you learnt about setting up and growing a business?

The importance of hiring well and having a talented and passionate team who have good values and are aligned with each other. For me it is all about the people.

What has been the impact of the pandemic on your business and how have you dealt with this?

We are an events business so the pandemic had a very high immediate impact. We lost 95% of our business the first day of lockdown and we had to take the very difficult decision to let go of the majority of the team - we went from 36 people to 6. We also had to try and get the balance between supporting our customers and making sure our business didn’t die, which was very difficult.

However our revenues are now more than they were pre-pandemic and we have created a new arm of the business which helps hybrid and remote businesses bring their teams together in real life by providing venues in locations around Europe.

What has been your biggest mistake?

I wish I had tried some different routes to try and keep more of the team during the pandemic. We were really optimising to survive but we lost some amazing people and I felt we let people down.

What has been the secret of your success so far?

Resilience and just keeping going. When things have been the most difficult and we have been closest to not surviving, just having that commitment to keep going and bouncing back is probably how we are still here.

What advice would you give an entrepreneur just starting out about how to grow their business?

Ruthlessly prioritise - and then be ten times more ruthless. When you are a start up it is so easy to get distracted and try and do a hundred different things at once, but then you miss that really important one thing that is going to make the business do super well. Know what is the one thing you can do today to shift the dial on the business.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Grit.

How to improve your chances of attracting early-stage investing

How to improve your chances of attracting early-stage investing

There is much you can do to improve the likelihood of your business attracting early-stage investing, says Miruna Girtu, venture partner at SyndicateRoom, an early stage venture fund.

She says: “The appetite for investing in early-stage businesses is probably at an all-time high at the moment. There is so much innovation happening. Many investors who were previously focusing on investing in the public market or in later-stage private businesses are increasingly looking at investing in early-stage businesses because they offer so much potential for value creation.”

1. Have a compelling story to tell

Miruna says: “Before approaching investors, any founder should spend some time crafting their story and making sure they are ready to articulate their strengths and present the work they have done so far in a compelling way. There is a lot of value in that initial preparation and it is one of the best things you can do to improve your chances of attracting early stage investing.”

2. Be able to show evidence of growth

Miruna says: “One of the challenges businesses face early on is they don’t have enough data to extrapolate from. That means it can be hard to show investors that what they are doing is working and can scale beyond that. However if you don’t have enough quantitative data, use qualitative data to paint a picture of how the potential might be realised. The key areas that investors want to know about are team, market and product. For the team, for example, it is important that founders are able to articulate their team’s experience, expertise and track record – what have been some of the more ambitious things they have achieved so far, what insights they have been able to develop over time and how those are relevant to what they are building now.”

3. Show that you really understand the market

Miruna says: “Immerse yourself in your chosen market and try to validate that opportunity as much as possible by speaking to customers and really understanding their needs. You need to show that you really understand the market you are going after. Think about the overall potential of the opportunity – how big is the total market – and be able to provide data that shows how much customers are spending in the market at the moment and how much of that you think you could capture.”

4. Know your product inside out

Miruna says: “Be very clear what your core product is. Identify the product features that matter most to your customers and then see how these compare to other options available to your customers. Inexperienced founders sometimes just have a long list of things they can do but they don’t really narrow it down to the thing that customers care most about and why this is
better than the alternatives.”

5. Show off your team

Miruna says: “The goal here is to enhance the credibility of the team. Investors will look for complementary skills and compatibility amongst team members. If for example the team has successfully worked together for a while, this may indicate that they are in a good position to handle future potential disagreements. You should also have an understanding of what gaps there are in the team and what hires you would make to fill those gaps and grow the business, once there is more capital.”

6. Share specific customer feedback

Miruna says: “Tell investors about specific customers who already love your product and share feedback from them explaining the benefits to them of using it – perhaps your product saves them time, or money, or opens up new opportunities for them. Ideally provide some data to show how it does that. If you have gone to investors before you have a functioning product,
share with them the ways in which you have validated your assumptions about your product or service and why you
think it is going to resonate with customers. There are investors who are happy to back credible teams which don’t yet have a functioning product.”

7. Be able to explain your timing

Miruna says: “You need to explain to potential investors why is now a good time for your business to grow. Investors see a lot of businesses and they are likely to be familiar with businesses who were doing pretty much the same thing as your business is, but ultimately failed to scale. So do some research to understand what other businesses were operating in this space and how well they were doing – and if they didn’t do well, why and how you will do it differently, perhaps because the market conditions have changed.”

Miruna Girtu is an investor and venture partner at SyndicateRoom which is a data-driven early stage fund that invests in 50 plus start-ups a year across sectors.

How to implement a wellbeing programme

How to implement a wellbeing programme

Introducing a wellbeing programme can help your business as well as your employees by boosting productivity and attracting new talent, says business coach James Davis, founder of The Midlife Mentors, an online coaching business.

Here’s how to do it right:

1. Decide why you want to do this

James says: “Have a think about what the desired outcome is for the business. No company introduces a wellbeing programme for purely altruistic reasons because it costs money, however the benefits to the employee can also benefit the business, so it is a win-win. Research shows that wellbeing programmes can improve employee morale, happiness and job satisfaction, and this can result in higher productivity levels and lower absenteeism. Having a wellbeing programme is also increasingly becoming a Unique Selling Point (USP) for businesses to attract new talent, as younger people in particular place as much importance on wellbeing programmes and having a good work-life balance as on having a good salary.”

2. Understand where you are starting from

James says: “Start by assessing what your business is currently doing from a wellness perspective and how well or otherwise that is working - what the uptake rate is and what is the success of any existing measures.”

3. Decide what your wellness programme will look like

James says: “Wellness support can be physical, mental or emotional – it is not just about giving people a mindfulness session on a Friday afternoon. We always favour a holistic approach – gut health is also important, for example, as what we nourish ourselves with is going to impact our mood and our energy levels and even our creativity levels. A holistic approach will look at mind, body and emotion and understand how they impact each other.”

4. Decide how you are going to deliver the programme

James says: “Think about what will be the best way to reach your employees. Busy executives won’t want to take time out to come to an hour-long workshop in person, for example, they will want to do it virtually. Whereas front line workers such as bin collectors are likely to prefer to do a wellness programme in person than via an online webinar.”

5. Decide what success will look like

James says: “You need to decide what specific outcomes you are trying to achieve – for a senior management team, for example, you might be trying to reduce cases of burnout by focusing on the causes of stress; while for construction workers, you might be trying to reduce injuries and related absences from work by introducing protocols to reduce the likelihood of
injury.”

6. Consider whether to offer incentives

James says: “Hopefully people will do the wellness programme because they want to have better wellbeing for themselves but sometimes incentives or rewards increase adherence to the programme. This could be offering them an extra coaching session if they attend a certain number of sessions, for example.”

7. Tell everyone about it

James says: “You need to communicate with your employees and make sure they know that there is a wellness resource that they can use. It is important to ensure that everyone understands what’s going on.”

8. Ask for feedback

James says: “Get feedback to see what is working in the programme and what maybe needs changing, and then use that information to continually improve and enhance the offering so that it continues to meet the business and employee needs.”

James Davis is the founder of The Midlife Mentors, an online coaching business.

Jamie Woods, JCW

Jamie Woods, JCW

Always putting our employees first has been the secret to our success, says Jamie Woods, Founder and CEO of recruitment company JCW, which was crowned Employer of the Year in the 2021 Growing Business Awards.

What does your business do?

We are a recruitment company. We place people into a range of different industries but mainly in financial services, life sciences and technology. We have a turnover of £50 million.

Why did you decide to start your business?

I spent a couple of years working for another recruitment company after university and had a very clear vision of how to build an effective recruitment business based on having a strategy that was employee focused rather than client focused. My belief both then and now was that if I looked after the people that work here and made sure they were as happy and fulfilled as possible, then they in turn would look after the clients and the candidates and provide a great service. I could see that recruitment was largely a retention game, and that if you wanted to scale a successful recruitment business you had to be particularly good at not just attracting the best people but keeping them in your business as well.

How did you finance the growth of your business?

I self-financed it with savings of £10,000 plus an £10,000 overdraft which I never needed. Since then it has been entirely financed from our own profits.

What has been the most difficult or challenging part of growing your business?

The most challenging part of growing a business is once you get to more than 30 employees because at that point as founder you can’t rely your own style and force of personality to solely drive the culture yourself. You need to create an environment where all the individual teams have their own cultures that are keeping people engaged and excited. That requires a much more systemised approach and it took a long time to get it right.

What key lesson have you learnt about setting up and growing a business?

The key lesson I have learnt, and it took me a while to learn, is that you have to be adaptable to the changing attitudes and expectations of the people you employ. We generally hire young people fresh out of university and the things that they expect and care about are drastically different to the type of things that people expected or cared about when I graduated in 2004. Back then no-one would have dreamt about talking about mental health in the workplace, for example, whereas now I think to really differentiate yourself as an employer to need to show that you prioritise the mental health and wellbeing of the people that work for you.

What has been the impact of the pandemic on your business and how have you dealt with this?

Once we got past the fairly apocalyptic first six months or so, the hiring market rebounded and is substantially busier that it was before. Talent shortages are always very good for our business because if people are hard to find then clients need our help to find them. So last year was an incredibly good year and this year is looking good as well.

What has been your biggest mistake?

One of the reasons why we are a good employer is we give people a lot of trust and autonomy and off the back of that we have had some really great leaders come through because of that freedom and flexibility. But the flip side is the mistakes that come with that; sometimes we have given the wrong people too much freedom and they have ended up failing because of that.

What has been the secret of your success so far?

Humility is key and never getting to the point where we think we know it all.

What advice would you give an entrepreneur just starting out about how to grow their business?

When people say work smart not hard, don’t believe them – you need to work both smart and hard.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Emotional intelligence.

How to have difficult conversations with employees

How to have difficult conversations with employees

No business leader wants to have difficult conversations with their employees but learning how to conduct them in a timely and effective way makes it better for everyone, says Nicole Posner, a communication and conflict specialist.

Every business leader needs to have difficult conversations with employees sometimes, says Nicole Posner. It might be about their behaviour, it might be dealing with a compassionate personal situation, it might be dealing with resistance to change within the business. Here’s how to manage the conversation effectively:

1. Don’t try to avoid having the conversation

Nicole says: “Try to identify what is making you feel anxious about having the conversation. It could be that it didn’t go well last time, perhaps. But no matter how hard it feels, don’t try to avoid having the conversation because the situation will inevitably escalate. If there is an issue that needs dealing with it can be tempting to think it will sort itself out, but it never does. If you need to have a conversation with an employee about a behavioural issue, for example, and you keep putting it off, that sends a clear message to the rest of the team that this kind of behaviour is ok.”

2. Adopt the right mindset

Nicole says: “Get yourself in the right state of mind before you start. Go for a walk, listen to music – whatever it is, just take a few minutes to get yourself in the right headspace so you feel calm and in control. If you don’t approach it in the right way, the chances are you are going to crash and burn so make sure that you are mentally prepared for it.”

3. Know what you want to achieve from the conversation

Nicole says: “These sorts of conversations can often get derailed because the person leading it is not clear what outcome they want to get from it. They will jump into the conversation, particularly if it is about a behavioural issue, and just spout off without having a clear point. So ask yourself - what do I want from this conversation? If it a conversation about an
employee’s performance or attitude, what kind of change do you want to see from them? If it is a conversation to get feedback on something, what are you planning to do with that information?”

4. Plan and prepare

Nicole says: “You may think you know what you want to say but if you expect it to be challenging you can easily lose focus, so make a few notes beforehand and don’t be scared to refer to them. You are not going in with an essay, you are
just going in with a few points to keep you on track because it is easy to become derailed.”

5. Be curious

Nicole says: “It is important to approach these conversations from a place of curiosity so that you explore and understand what is going on. If an employee has been late delivering a project, for example, your impulse might be to deal with it in an accusatory or confrontational way. But it could be they delivered it late because they have been having a rough time at home, perhaps worrying about an elderly sick parent or a new baby keeping them up all night. If you go in with a more compassionate approach, having understood the situation, you will know the best way to start the conversation and ultimately achieve more from it.”

6. Ask how they feel about the situation

Nicole says: “There is a natural resistance to change if people feel uncertain about new things going on. So if you are introducing change into the business, for example managing the return to the office, ask them how they feel about it. You are not asking them for permission to do what you need to do; you are inviting their opinions so they feel more part of it
and committed to it.”

7. Be clear about what you are saying

Nicole says: “Set boundaries and to be clear and direct. If you talk in euphemisms or metaphors, for example using tennis as an analogy for business, there is a danger they will have no idea what you are trying to say.”

8. End the conversation with an action plan

Nicole says: “Never leave a conversation hanging. Always be clear about next steps. For example, if it is a compassionate conversation and they are struggling to do their job, decide what support you can give them. If it is a feedback conversation make sure you are both clear about what happens next, and be specific about timelines and check in points. Don’t leave room for any ambiguity. That way if the issue crops up again you have something solid in place that you can refer back to.”

Nicole Posner is a communication and conflict specialist.

Anna Green, Broadsword

Anna Green, Broadsword

Trying to keep her event business afloat during the pandemic while her business partner husband was battling a severe illness was a huge challenge for Anna Green, the co-owner of Broadsword, which was awarded the Triumph over Adversity award at the 2021 Growing Business Awards.

What does your business do?

We are an event communications agency, specialising in the internal comms market. We work with corporate clients on cultural, educational and motivational company events such as welcome events, awards shows and conferences.

Why did you decide to join the business?

My husband and I were intending to start our own business but instead we became co-owners of Broadsword in 2015. At the time Broadsword was quite a small production company and we came in with a remit to completely reimagine it as a full-service event agency. I have a slightly unconventional background in terms of running a business - I was previously a teacher but I originally trained in technical theatre so I have a production background which has been useful for running events.

What has been the most difficult or challenging part of growing your business?

Dealing with the pandemic. Just before March 2020 we were about to move into big new premises, we had a team of
36 people that we planned to grow to around 50 employees, we had opened an office in Hong Kong and we had plans for the US. That all came to a halt overnight as our entire order book was literally wiped out within days. It felt like a tidal wave had ripped through the events industry.

In the first few weeks we had no idea of what sort of support might be available so we had to make some decisions very quickly. We pulled out of the move to the new premises straight away. We were acutely aware that our client base were not going to hang around if we didn’t have a virtual event offering that would help them, so we had to completely change our business model and learn a new set of skills very quickly. We also turned our building into broadcast studios so that we could produce virtual events.

At the same time as the business was going through such turmoil, my husband and business partner came down with
a very severe illness. It was really awful and there were times when I really didn’t know how I was going to get through to the other side.

But my husband recovered and we managed to get our virtual solution ready for the start of the conference season in September 2020. We produced a virtual global event, which was really successful and became a launch pad for everything that came afterwards. Looking back I learned so much from it all and am a better person and a better leader as a result.

What key lesson have you learnt about setting up and growing a business?

I used to worry about making the wrong decision, but the experience of the pandemic has showed me that you just have to make a decision and stick with it, in order to give the business the momentum and energy to continue to move forward.

What has been your biggest mistake?

Doubting myself and spending too much time comparing myself and our business to others. It’s important to understand your marketplace, but it’s all too easy to fall down the social media rabbit hole worrying about everyone else.

What has been the secret of your success so far?

Looking after the team is at the heart of everything I do. I prioritise it over everything. We have a broad range of personalities and skills within the team and everyone is vital for the business to run successfully. I am a huge people person, and for me it is about really helping my team develop and grow. We never stop learning. This underpins all elements of our company culture.

What advice would you give an entrepreneur just starting out about how to grow their business?

Surround yourself with brilliant people. Don’t feel that you have to do everything by yourself and don’t think that you need to be the best in every area of the business. You can’t be. Employ people who are better than you.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Resilience.

Seb Robert, Gophr

Seb Robert, Gophr

Thinking carefully about both sides of the marketplace has enabled online courier platform Gophr to stand out from its competitors, says its founder Seb Robert.

What does your business do?

Gophr is a technology platform that connects businesses of all sizes with experienced local couriers. We set ourselves apart from other delivery companies by thinking deeply about both sides of the marketplace – as well as giving business customers access to great couriers we want to enable individual couriers to build their own businesses using our platform. There are 22,500 courier companies in the UK of which 10,000 are turning over less than £50,000 a year and those are the ones we are interested in. We are doubling revenue every year and it is now well over the £10 million mark.

Why did you decide to start your business?

It was sort of by accident. I was working at a creative agency and I wanted to take a course being run by an accelerator programme on how to build an agile cross functional team within the agency, as it was growing so fast. But the investor running the course said I had to come with a start-up idea, so I thought of Gophr because I knew how hard it could be to find good reliable couriers. I pitched him the idea and it just went from there.

How did you finance the growth of your business?

The investor behind the accelerator programme invested £150,000 initially, then put another £350,000 and then we raised another £500,000 from angels, so we had £1 million in total over the course of five years before he raised £4 million in venture capital in 2021.

What has been the most difficult or challenging part of growing your business?

The complexity of dealing with all the variables in the delivery space, because different industry sectors have different requirements, and couriers have different types of work they like to do, different vehicles and different strengths. From a technical perspective it is incredibly challenging. I knew it was going to be tough but I didn’t know that it was going to be as tough as it eventually became.

What key lesson have you learnt about setting up and growing a business?

The importance of focus – it is very easy to get distracted so it is important to give yourself the time to take a little bit of a step back and look at things from a strategic perspective. It is always time well spent.

What has been the impact of the pandemic on your business and how have you dealt with this?

The delivery market is one area that has done well during the pandemic. We originally grew the business by serving the SME market, but overnight that sector pretty much dried up, apart from ferrying monitors and office chairs to people’s home so they could work there. But at the same time demand increased from larger enterprise clients. That helped us not just fill the gap left by SMEs but significantly increase our volumes, and it drove our expansion across the UK.

Another impact has been that we now run the business from Portugal. I moved to Portugal temporarily at the start of 2021 for a change of scene and have now decided to stay out here permanently. I didn’t think it was going to be possible to move from London until the business went international, but being out here has given me space to think about how we can set ourselves up in the same way that we want to set up the Gophr platform: highly decentralised and more efficient for it.

What has been your biggest mistake?

Taking what people say at face value a bit too much. It is always important to have two or three back up plans and not to focus too much on what people are promising because even with the best will in the world it doesn’t always work out the way they expect.

What has been the secret of your success so far?

Giving as much as much weight to the couriers as the customers. Happy couriers lead to happy customers and I think that has been overlooked massively by a lot of our competitors.

What advice would you give an entrepreneur just starting out about how to grow their business?

Do your research. Think long and hard about every aspect of each audience that you’re catering to and their needs and go from there.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Understanding.

How to make the most of your tax situation

How to make the most of your tax situation

Understanding your tax situation at each stage of your business life cycle can make a big difference to your fortunes, says Mark Kearsley, tax partner at DSG Chartered Accountants.

Here are the key areas to consider as you look to grow a successful business, says Mark Kearsley:

1. Start with the right business structure

Mark says: “Make sure you choose the right business structure. Entrepreneurs may initially enjoy savings by trading as a sole trader or partnership, rather than a limited company from the outset. Different taxation rules apply to each, there are also wider commercial considerations to consider, and the risk attached to the business. However, changes to corporation tax rates in April 2023 will erode the savings that business owners have enjoyed through the company structure at lower levels of profit. It may make more sense to start out as a sole trader or partnership, rather than a limited company, and then consider incorporation of the business further down the line once more established. There is no one size fits all and the advice will depend on each business, sector and the regulatory environment.”

2. Raising growth capital

Mark says: “There are three common ways of raising capital to facilitate growth, we are also likely to be looking at a limited company at this stage; issuing new equity in return for cash or services, raising debt finance through banks or other investment funds, or cash investment from angel investors under the SEIS or EIS investment schemes to allow the investor to benefit from tax relief. It is important to understand the options, the cost of each option and the wider benefits and disadvantages for the business.”

3. Maximise available tax reliefs

Mark says: “Make sure that you maximise available tax reliefs year on year. Often we find that growing businesses are investing in research and development and/or capital expenditure and the UK tax regime provides valuable reliefs for both areas. Make sure you seek advice from someone who has a good knowledge of Research and Development Tax Relief and Capital Allowances, ensuring they can help identify any qualifying expenditure so that you are not missing out.”

4. Expanding the business

Mark says: “We are increasingly providing advice to businesses which are operating across Europe and who have seen changes in their supply chain following Brexit. If your business sources products from within the EU and then re-sells them within the EU, for example, then it may cost more in duties for those products to come via a UK warehousing facility. Establishing a distribution centre in say, France, Spain, or Ireland, and not removing those goods from the EU may be beneficial. Financing of overseas establishments in the EU may also needs further thought; the two EU Directives that provide automatic relief from withholding taxes on the payments of interest, royalties and dividends are no longer applicable following Brexit. Understanding the UK network of double taxation treaties with each country is required which adds complexity. Seek advice on your supply chain and how you are serving your customers.”

5. Succession and exit

Mark says: “There are a variety of ways in which a business owner may realise an exit, for example, a trade sale, a management buyout (MBO) or simply by handing on to the next generation. An MBO often involves senior management who commence participation in the ownership of the business through employee share schemes over several years. This helps to retain and incentivise management. Planning ahead and building a business to continue without your involvement will undoubtably result in a more lucrative exit than leaving it to the last minute.”

Jack Scott, Dash Water

Jack Scott, Dash Water

Co-Founders Jack Scott and Alex Wright are tackling the problem of food waste head on with the creation of their soft drinks business Dash Water, which only uses wonky fruit that would have been rejected by supermarkets.

What does your business do?

We make healthy soft drinks which are made from fresh spring water infused with wonky fruit. We are a certified B Corporation and will achieve retail sales of £20 million this year.

Why did you decide to start your business?

My co-founder Alex Wright and I used to sell mainstream soft drinks but we are both from farming backgrounds and could see at first hand that there was a big problem with food waste, with up to 40% of the fruit and vegetables grown in the UK never reaching people’s plates. So we decided to make a soft drink using only wonky lower grade fruit that has been rejected by the supermarkets which might otherwise have been thrown away. We started Dash Water in 2017, calling it Dash because it is spring water with a dash of flavour, and our cans are now stocked in Sainsburys, Waitrose and Asda.

How did you finance the growth of your business?

We started out by raising £180,000 as a loan from family and friends which enabled us to create the product, and since then we have raised over £7 million from angel investors over several different rounds of investment.

What has been the most difficult or challenging part of growing your business?

For us the most challenging thing is breaking through into a very competitive soft drinks market which is run by very large multi-national businesses who have deep pockets and fantastic sales and marketing operations. We are always trying to think of creative ways to sell our product and break through within the market, for example by selling direct to consumers via our website. No other soft drink does that effectively.

What key lesson have you learnt about setting up and growing a business?

That the focus shifts as the business grows. When we started it was all about creating a product that looked and tasted great and was sourced properly, but now the challenge is around building a fantastic team. That has been a real learning curve for me as a founder.

What has been the impact of the pandemic on your business and how have you dealt with this?

Until recently the impact has been ok. We managed to make up for the distribution points we lost in offices and travel and on the high street by growing our online sales in supermarkets and through our website. We didn’t have to put anyone on furlough and we managed to double the business. But now we are feeling the impact through inflation – our costs have gone up significantly because our manufacturers have passed on their higher energy and transportation costs onto us. So now we are in a difficult position where our margin has been eaten into. Most companies would pass that on to their customers but it is not very easy for us to do that in our position because we are still at very early stages of our business and and we have important relationships with supermarkets that we don’t want to hinder.

What has been your biggest mistake?

It can be difficult to get a product canned on a small scale and we wasted money trying to do that. Once we went all the way to Wales to pick up a load of spring water and brought it back to north London in a lorry to get it canned the next day. But the chap who was doing the canning contaminated the spring water overnight so we had to go back to Wales to get some more spring water and book another slot for canning the following week.

What has been the secret of your success so far?

Creating a product that tastes great. With Dash it really is all about the product. I think a lot of food and drink brands forget that to create a brand that people love, you need to create a product that they want to buy over and over again.

What advice would you give an entrepreneur just starting out about how to grow their business?

Do your own research and do your own groundwork.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Patience.

Zofia Ludwig, Expert in Mind

Zofia Ludwig, Expert in Mind

Finding the right staff, working hard and learning not to panic have been vital skills for creating a successful business, says Zofia Ludwig, Founder of expert witness business Expert in Mind.

What does your business do?

We manage a panel of psychiatrists and psychologists who are experts in their field, and are instructed to prepare mental health reports for legal proceedings such as care proceedings, medical negligence, trauma following catastrophic events and immigration cases. We act as a kind of matchmaker service, providing solicitors and barristers with the details of appropriate experts and then managing the experts’ diary and case load. We have 16 staff and 50 experts and a £4 million turnover.

Why did you decide to start your business?

I used to work at the Priory, the mental health and addiction rehabilitation hospital, in their expert witness department. I left to start my own admin business but they decided they wanted to shut the department so they asked me if I wanted to buy it and run it as a separate business because the experts and clients already knew me. When I started we were instructed on about 20 cases a month but now we receive an average of 150 cases a month.

How did you finance the growth of your business?

When I bought the department the Priory said I could give them a percentage of the turnover rather than a lump sum, so I gave them 10% in the first year and 5% in the second. I borrowed £8000 from a friend to buy a computer and a desk and so I could pay myself while it got started, and I ran the business from my spare room at cost so there were minimal costs.

What has been the most difficult or challenging part of growing your business?

In 2013 there were some major cuts to legal aid which funds about 70% of our work and the expert hourly rate was cut by more than half, so it had a significant impact on us. We had to downsize the office and reduce the number of staff from 7 to 2, and some of the experts didn’t want to continue. It was a massive adjustment to try and meet costs with such a reduced income, so that was very difficult.

The other difficult thing has been recruiting the right people. The work can involve reading quite distressing content and for some people it is too much, so they either leave or we have to part company with them. It is an ongoing challenge.

What key lesson have you learnt about setting up and growing a business?

I used to work all the hours there were and do a bit of everything because I felt that I could do it best, but I have learnt to release control of certain areas and get other people to do things instead. I have also learnt to panic less. When I used to get a complaint, a problem with a case, or someone sent a curt email I would go into a panic and think that client would never use us again, and tell their colleagues not to use Expert in Mind anymore. I saw it that we had failed in what we were trying to do. But now I can look at a problem and think ok, how are we going to solve it, and then change things if necessary. There is a lot less anxiety.

What has been the impact of the pandemic on your business and how have you dealt with this?

Initially all the assessments stopped because no-one could go anywhere and at the time the courts were absolutely against any kind of remote assessment. Luckily they changed their view once the backlog started building, and we then had to adapt to remote assessments – a lot of the experts are quite old school so familiarising them with the technology was quite an uphill battle sometimes.

What has been your biggest mistake?

Not believing in myself, and being too trusting of people, believing they would act with the same morality that I would.

What has been the secret of your success so far?

Extreme hard work, knowing when I am wrong and being able to learn and adapt on the way.

What advice would you give an entrepreneur just starting out about how to grow their business?

Learn to listen which not a lot of people actually do – they may hear but they don’t listen. And create a simple system in your business that works for you where everything is defined – your values, how you want people to be; your processes, how you want things to happen - so that it is clear for everyone.

What personal quality or characteristic has been most = useful to you as an entrepreneur as you grow your business?

Courage.

How to improve your chances of getting venture capital funding

How to improve your chances of getting venture capital funding

Getting funding can be hard, especially for female founders, but there is support available, says Helen Oldham, Co-founder of Fund Her North, an organisation which helps female business founders in the North of England access finance.

Fund Her North was created after a review identified that only 1% of female-led businesses currently get the Venture Capital funding they need. It works by introducing female founders to women working in venture capital firms who can support their application for funding and guide them through the process.

Helen Oldham, Fund Her North Co-Founder says: “Research shows that if you have a warm introduction, you are more likely to be successful in landing funding - so we are providing that warm introduction.”

The organisation is backed by UBS and Natwest and has helped five female founders get funding since it was launched in November 2020.

Helen suggests taking these steps to improve your own chances of securing funding:

1. Create the right management team

Before you start connecting with potential funders, ensure that you have got the right team in place. You need people who have complementary skill sets to help scale the business, and they need to be ready to support the business on the next stage of the journey.

2. Have a robust business plan

Make sure that your business plan is robust and reflects the ambition and the scale of the business that you want to build, and that you are confident you can deliver it, as it will be open to scrutiny.

3. Get connected early

Start making initial contact and connections with potential funders early – at least six months before you hope to get funding and ideally longer. This process is a bit like a courtship – you shouldn’t expect to land on the ideal funding immediately and it is worth having multiple conversations to find out which organisation is most aligned to your strategy and your value set. Funders are all very different and they have different investment criteria and different ways of supporting businesses that they fund.

4. Spend time on your pitch

It is worth spending a significant amount of time on preparing your pitch deck and getting some external advice to make sure that it is telling the story in the most compelling way. The content is really important but it is also important to design it in a way that is really attractive and makes the story flow well. Investors are always keen to hear what your personal connection is to your business and what is the special thing that caused you to launch it in the first place, because all that energy and purposeful focus is what is going to help make the business successful in the future. These are the things that generally make one proposition stand out against another because they are memorable.

5. Set your boundaries

Be really clear what your boundaries are as you go into the conversation about what you will and won’t accept as part of the deal. Having that clear in your mind as you go into the conversation will help you negotiate from a position of strength.

6. Tap into your inner resilience

When female founders ask me what qualities I think are the most important, I always start with resilience. Resilience is really important because it can take longer than you expect to find the ideal funder and to secure the money that you need. So it is good to be aware of that going into the process and to build some coping strategies for yourself to get through that.

Helen is the is the Co-founder of Fund Her North.

How to protect your business idea

How to protect your business idea

When you are starting out in business it is important to take steps to ensure that your big idea does not become someone else’s big idea, says Shireen Smith, an intellectual property lawyer and founder of Azrights, an IP consultancy.

1. Be aware that there is no magic protection

Shireen says: “There is no protection at all for ideas. People often think that their knowledge and skills are somehow protected by copyright, but copyright does not protect ideas, it only protects the expression of them; the way you depict your idea in a drawing, for example. People also think that if they write their idea down it gives them patent-like protection because it shows they had the idea first. But that’s not true; when you write down an idea only the form of wording is protected, not the underlying idea.”

2. Be careful who you mention your idea to

Shireen says: “There is a lot of copying in business so it is best to be quite secretive with your ideas. Don’t divulge what you are doing, or just give very basic information like ‘I am intending to set up an ecommerce site’ without going into details. If you need to talk to web developers to get quotes for creating your website, for example, only reveal high level information or even just talk about a different business idea. Asking people to sign non-disclosure agreements (NDA) doesn’t protect the business sufficiently, because you don’t want to have to sue people, you just want to prevent the idea getting into the wrong hands.”

3. Choose a distinctive name

Shireen says: “For most businesses the name is going to be a key way you can protect the underlying idea. So choose a name that is distinctive and unique and then trademark it. Consider whether your business is going to be selling a number of products and services internationally – if so, then you will probably need a made-up name that works in lots of different languages. If you are only going to operate in one country you may be able to have a more suggestive name. However, avoid generic names that describe what the business is offering because they leave you wide open to competitors.”

4. Be ready to roll your product or service out fast

Shireen says: “Some ideas need to be first to market to succeed, so it is important to have a clear idea of how you are going to get traction once you have launched, and how you are going to stay ahead of your competitors as they notice what you are doing and copy you. Your business model is not protectable so the only way you can protect ideas is in the way you turn them into reality.”

5. Understand the cost dynamics of patents

Shireen says: “On the whole I am not very keen on patents because they are very expensive, especially for international patents. But for some business ideas such as product inventions it is absolutely essential to get a patent to stop people copying you. If you go down this route then consider delaying signing for the patent application until you are ready to launch the business because the costs mount significantly as the application progresses. It is no good applying for a patent and then 18 months later getting ready to launch the business.”

6. Protect by knowing your customers better

Shireen says: “The best way to protect a service idea is by understanding what your customer wants better than anyone else does, and then by staying one step ahead of the competition so that as other people copy you, you are already moving on to new things and offering your customers something new. The more you can create a community for your customers, the less your competitors will be able to replicate your idea.”

7. Be consistent with your visual branding

Shireen says: “Use brand identifiers such as your logo and visual images consistently because they are a very important way in which successful businesses are identified and remembered. Don’t chop and change them just because you get bored with your designs, because this is how people recognise that it is you. If you have come up with an idea for a symbol, register that as your logo so somebody else can’t use a similar element to identify themselves in the same market. These branding elements are really important in the long run to protect a business and uniquely identify it in the market.”

Three things that businesses can do right now

1. Focus on how your brand can be visually distinctive from its competitors

2. Understand the importance of legal distinctiveness when choosing a brand name. It will make it much easier to protect.

3. Stay vague when talking about your business idea, even with close friends.

Shireen Smith is an IP lawyer and author of the new book Brand Tuned, the new rules of branding, strategy and intellectual property

Neil Russell, PJ Care

Neil Russell, PJ Care

Looking after our staff really well has been a key element to our success says Neil Russell, Chairman of neurological care provider PJ Care, which was crowned Diversity and Inclusion Champion at the 2021 Growing Business Awards.

What does your business do?

We are a specialist provider of neurological care for adults. This includes progressive neurological conditions like Huntingdon’s Disease, Motor Neurone disease and Multiple Sclerosis, people with acquired brain injuries such as from strokes, and those with traumatic brain injuries, such as from car accidents. 90% of our income comes from the NHS and we have three care homes and look after 185 people. We employ 600 people and turnover will be £21 million this year.

How was the business started?

My mother Jan Flawn had the idea for the business while she was working for the Department of Health and saw a need for it. Before she opened the first home she asked me if I would come and work for her. I told her that I didn’t know anything about care and nursing homes, because at the time I was working for the Foreign Office as the British Embassy press officer. She told me not to worry as I would be working in the back office and wouldn’t be doing any actual care work. So I joined the business - and within three days I was providing personal care and fully involved with the residents.

I started as a home manager and gradually worked my way up to become Chief Operating Officer before becoming Chairman four years ago. Care is one of those things that you can either do or you can’t but if you can do it, you will get so much out of it. It is incredibly rewarding giving someone a good quality of life that they otherwise wouldn’t be able to have.

How was the business financed?

My mother got a loan from Unity Trust Bank and mortgaged her house. All subsequent growth has been funded through bank lending.

What has been the most difficult or challenging part of growing the business?

Dealing with the red tape and often contradictory regulations of different government departments.

What key lesson have you learnt about setting up and growing a business?

You have to set a standard for the quality of service you provide, and the best way to do that is to look after the staff who are providing that service. If they are happy and feel safe and secure, they are going to work harder to achieve the standards you have set.

What has been the impact of the pandemic on the business and how have you dealt with this?

Compared to most care homes we have done really well.

What has been your biggest mistake?

In the first six months we got our pricing wrong and didn’t charge enough, so there was a couple of months when it all got a bit tricky. At the time we were the first care home of our kind in the country so we didn’t really know where to set our prices.

We also appointed directors who did not had the same ethos that we have, who tried to change the way we operate the company. That caused conflict and short-term damage and it slowed down our growth and development. Now we are a lot more careful about appointing leaders.

What has been the secret of your success so far?

Ensuring that the care we provide is the best quality it possibly can be and that we look after our staff in the best way we can to ensure that they provide the best care. And making sure that everybody in the leadership roles understands that they are the second-class citizens – the people on the floor doing the work are the most important people in the company, not the people at the top.

What advice would you give an entrepreneur just starting out about how to grow their business?

Expect it to go wrong, because it will go wrong. Allow yourself to make mistakes, be ready for those mistakes and make sure you have a contingency plan.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Innovation.

How to create a website that brings in more business

How to create a website that brings in more business

Making a few small tweaks to your website can significantly improve your sales from customers if you do it in the right way, says website designer Marie Brown.

Here’s how:

1. Know exactly who you are targeting and what your message is

Marie says: “It is amazing how many businesses will say, well I want to target everybody. That might be the case but your message is going to be much more effective if you can target it to a specific demographic, because then you can get your website to reflect that. If you are targeting women over 40, for example, you can make sure your images on your website are all of women of that kind of age. If the demographic is wider then you need to think about what they have in common and ensure that your messaging is around this. For a service-based business, for example, this might be a common pain point that they all have, that you can solve for them.”

2. Use great photos

Marie says: “Make sure you have good quality images because they set the mood and the tone of your business before people read the words. Ideally they should be taken by a professional who understands the kind of photographs that you need. If you are service-based business then you need a brand photographer; if you are a product business you need a product photographer. They need to be mostly landscape rather than portrait size and you might also want some banner images which are quite wide and not very tall.”

She adds: “Make sure the photographer understands the poses you might need. There is a move away from formal headshots to pictures of people in action, because it enables customers to warm to you and think what it would be like working with you. Make sure you also have photos that relate to your industry - for a wedding business, for example, you might have photos of a champagne glass, or some flowers. Make sure too that the colours are coherent and reflect the colours of your brand.”

3. Make sure the layout reflects the customer journey

Marie says: “One of the mistakes businesses often make is they don’t provide a route through their website. Instead they let people wander around it unguided. That means people don’t necessarily follow the journey that makes sense from a sales point of view and so they don’t know what to do or what they should be doing next. People don’t have time to go wandering around your website, so you have got to make it easy for them. If you have a product-based business, for example, put a ‘Buy Now’ button on your home page to give people the option of going straight to the shop. Then you can divide the products you sell into different categories so people can easily find what they are looking for.”

“If you have a service-based business, use your home page to sub-divide people into groups by creating different boxes for each category of person who might be visiting your website. Then you can create different journeys through your website, depending on which initial box someone clicks on. The boxes act like signposts, directing people where to go next so they reach the end point – whether that be booking an appointment or making a purchase – in the fewest possible steps.”

4. Use the right words to show you understand your customer

Marie says: “Particularly with a service-based service, you need to empathize with somebody about where they are now, and to show you understand where they want to get to. If you are a weight loss coach, for example, you need to show that you understand what it is like when your clothes don’t fit, or when you are faced with a choice between a salad or a doughnut, and that you understand what it is like for that person. Then you show them what their life could be like with your help, and that you are the bridge across to that new life. Use testimonials and case studies to show how you have already helped someone in a similar position to them.”

Three things you can do right now

1. Look at the very first image on your website and see whether it gives the impression that you want people to have of you and your business.

2. Make sure the first words at the top of your website explain clearly what you do because people don’t have time to waste working it out.

3. Make sure the testimonials you include are from the same kind of people that you want to target.

Marie Brown is the Founder of website design company Beyondthekitchentable.co.uk.

Eddie Whittingham, The Defence Works

Eddie Whittingham, The Defence Works

Eddie Whittingham built his technology-based cyber security training company The Defence Works entirely by himself using information he found on the internet before selling it for a seven-figure sum.

What does your business do?

The Defence Works is a cyber security company which provides online security awareness training for employees to help them reduce their risk of cyber crime.

Why did you decide to start your business?

I had been in the police force for ten years and then I qualified as a lawyer, doing crime related cases. I decided that I wanted to start a business but I wasn’t quite sure what in. I initially started as a consultant on fraud and cyber-crime but I quickly realised that I wanted to build something scalable rather than just selling my time. So I did a bit more research into the market place and quickly realised that most of training around fraud and cyber crime was extremely dry and quite poorly done. I thought that if I could make it at least semi-interesting and present it in a more modern way, and make the training really interactive and based on real life events, with high end animation, then it would likely do very well.

How did you finance the growth of your business?

It was entirely self-funded. I didn’t have any capital to start off with and when I approached an investor early on when it was just an idea and asked for £200,000, he laughed in my face. I ended up finding a piece of open-source software online, so it was free to use, and I built a learning management system by basically just googling it. Then I used a free trial of some e-learning software to build my first course and bought some animation software for £70. It was a proper home project – I created the content myself from scratch and my wife did the voice overs.

Then I went to some free networking events in Manchester about cyber-crime and got my first customer. They were only paying £15 a month so it wasn’t exactly going to change my life, but it meant I needed to commit to making new training every month to fulfil their expectations. I slowly managed to build up clients over time and was gradually able to improve the technology base and the quality of the content.

I paid myself very little and for the first year I ran the business from home; when I got my first employee I got a little office on the outskirts of Manchester.

I started the business in 2016 and I sold it in 2020 to a Nasdaq listed American company for a seven-figure sum.

What has been the most difficult or challenging part of growing your business?

I am not from a technical background so it was difficult trying to create a tech focused business without any experience, particularly in the early stages. I spent countless days and nights just teaching myself as much as I could, as quickly as I could.

What key lesson have you learnt about setting up and growing a business?

You can probably do more than you think you can, but you have got to be committed to learning how to do it. Particularly if it is a service or tech business, there will be some information on it somewhere on the internet.

What has been your biggest mistake?

Thinking that my first employee should be a salesperson. I thought that would help grow the business but I quickly realised that I was the best salesperson in that early stage of the business, and that I needed to hire someone who could do the work that wasn’t sales to free up time for me to do the sales.

What has been the secret of your success so far?

Hiring people who are better than me. I was able to teach myself enough in the early days but I am not a graphics designer or good at animation and it became quite apparent that if the business was going to grow properly I needed to hire good people early on.

What advice would you give an entrepreneur just starting out about how to grow their business?

Surround yourself with people who are in a similar boat because learning from people who are on the same journey as you and going through the same problems is really important. That is why I have just launched another business, Gofounder.com, which is an online community for start-up founders and provides them with resources, tools and shortcuts. I wanted to build something that I would have liked when I was starting out.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Resilience.

Anthony Chadwick, The Webinar Vet

Anthony Chadwick, The Webinar Vet

Introducing new ways of learning into the traditional world of veterinary practice has more than paid off for online veterinary training business The Webinar Vet during the pandemic, says its founder Anthony Chadwick.

What does your business do?

The Webinar Vet is an online training business for qualified vets and now has over 75,000 veterinary professionals accessing the training in over 120 countries. We have reduced travel mileage by several million miles since starting in 2010. We also recently added a recruitment arm. We employ 25 people and have a turnover of £2.5 million.

What was the inspiration for your business?

I was a practising veterinary surgeon and felt that it was difficult to keep up to date with CPD (Continuing Professional Development) training in the old-fashioned way, which meant finishing a busy evening surgery at 7pm then driving up to Preston or Manchester to do an evening of CPD and getting home at midnight. But the traditional CPD companies weren’t looking to change because they were quite happy with the model they had.

I heard somebody talking about webinars at an internet conference and thought, why are we not doing this for vets? The idea grew from there and The Webinar Vet was launched in 2010.

How did you finance the growth of your business?

The business had very good cashflow from the start so for the first five years it didn’t really need any investment. I made £4000 from my first webinar which was about itchy dogs, and when we handed out leaflets at a physical conference for a four-part webinar series we sold 100 tickets at £50 each, so that was another £5000.

For the first 18 months I ran the business alongside my veterinary practice. I then decided to sell my practice and continued working on Webinar Vet part time to allow me to care for my parents who were not very well. But when my parents passed away, I was able to focus on growing the business and got a £380,000 investment from the North West Business Fund and some angel investors.

What has been the most difficult or challenging part of growing your business?

Finding the right partners to get the technology right, and onboarding the right people. As you grow you need to make sure you have people in your team who are really passionate about what you are doing and want to be part of the journey by aligning with the businesses core values.

What key lesson have you learnt about setting up and growing a business?

That you need to just do it. When I went back to the internet conference a year later I spoke to people I had met the previous year who said they still hadn’t got their website right so they hadn’t launched their business yet, while I had created a six figure business in that year. So be bold and go for it and don’t wait until it is perfect.

What has been the impact of the pandemic on your business and how have you dealt with this?

We have been preparing for the pandemic for the last 11 years; we just didn’t realise it. In 2020 a lot of physical conferences suddenly had to cancel so we pivoted into that area and did about 40 virtual conferences for companies and associations. As a result, the business has doubled in size over the last 12 months.

What has been your biggest mistake?

We have made mistakes in recruitment although we try to limit that by having a good process and putting people through a psychometric test. But you don’t get that right all the time so sometimes you have to be bold and have courageous conversations where you have to say this isn’t working, particularly if someone is affecting the culture of the business or if their attitude isn’t right.

What has been the secret of your success so far?

Wanting to look at things in a different way. Being disruptive and innovative while being prepared to take risks and move quickly. We brought the word webinar into the veterinary dictionary – it didn’t exist before. Now it is the most common way that vets learn.

What advice would you give an entrepreneur just starting out about how to grow their business?

First, give yourself some kind of safety net. If you have a job and a good idea, then try it out and make sure it is working before you give up your job. If it hasn’t made some traction in the first three to six months, it probably isn’t going to.

Second, be prepared to listen and learn from people. Don’t be stubborn and stick with an idea that you think is brilliant if you are getting a lot of negative feedback.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Serving

How to use voice tech to communicate better with customers

How to use voice tech to communicate better with customers

A growing number of SMEs are switching to cloud-based phone systems because it enables them to communicate better with their customers, says cloud expert Chris Steele at telecoms company T2k.

The past few years have seen a sharp growth in the demand for VoIP phone systems from small businesses, says Chris Steele. Here’s why:

1. They enable you to answer calls from customers anywhere

Chris says: “As long as you have got an internet connection your business telephone number will come through to whatever device you are working on. This means you can give your customers a single telephone number for you, and regardless of your location, you can always take their calls. Companies which have still got older telephone systems using ISDN are very much tied to a physical premises and so the only option for them is to forward calls to mobiles. But with VoIP that is not an issue; you can literally get your desk phone and plug it into an internet connection and start taking calls - and your customers will be none the wiser. Moving your phone system to the cloud with a leading VoIP provider gives you and your team the freedom and the flexibility to work from anywhere.”

2. Your business will be able to access features that previously only large companies could afford

Chris says: “In the past getting a phone system meant buying equipment that you would need to upgrade, and so you might have only been able to afford a £2,000 phone system with limited features. But with VoIP you are subscribing to a monthly service for a shared platform which gives you access to all the features that the big companies use. This means that you can now get features like call recording, for example, which in the past only larger companies would have had. If you have your whole team working from home it is quite handy to have call recording in place so you can keep an eye on what is going on and very useful when you need to have difficult conversations with customers – just knowing that the call is being recorded can help.”

3. You can answer calls to specific teams much more efficiently

Chris says: “Another advantage of a cloud VoIP system is where multiple people in your business share a similar role. It could be that you have got one phone number for your sales team, for example, and when somebody rings that number, all of the sales teams’ phones ring, meaning less missed calls. In times gone by you would be in an office and everyone’s phone would start ringing, but now if there are five people in the sales team all working from home, their phones will all ring at the same time and whoever answers it first will take the call.”

4. You can use the hold music to deliver important messages to customers

Chris says: “Most of the time our customers don’t use music on hold – instead they use the music on hold feature to deliver messaging to customers. That might be marketing messages telling customers about a new promotion, for example, so whilst your customer is waiting on the phone you can market to them. But actually, what we are finding more now is that because of the pandemic people are using those messages to give informational notices, for example to say that they are dealing with exceptionally high call volumes at the moment. That kind of functionality is something that big companies often use, but now it is accessible to small business owners too.”

5. You can easily add extra phone numbers to use in marketing campaigns

Chris says: “Switching to a VoIP system in the cloud means that you can get almost unlimited telephone numbers. So, if you are running a marketing campaign in Newcastle, for example, you can get a local Newcastle number added to your system for as little as £1 as a one-off cost. That will give you a phone number there and then that you can use in your marketing campaign.”

Chris’s Top Tips

1. Speak to an expert or do some research to consider what features you would find useful

2. Choose a reputable company who will help you make the switch as smoothly as possible

3. Make sure the VoIP provider you choose will enable you to keep your existing phone numbers

Chris Steele works for T2k, which provides cloud VoIP in the UK.

How to use technology to automate your business

How to use technology to automate your business

Using technology to automate repetitive business processes will give you more time to focus on areas that actually make you money and help your business grow faster, says business improvement consultant Elle Baldry.

Automating repetitive processes makes so much sense for small businesses because it frees up time which can be spent far more usefully elsewhere, says Elle Baldry.

She says: “The only way you can really grow is by having repeatable processes that can scale and putting in place automated systems is a fundamental part of that. I think every business could benefit from automating more because it gives you a solid backbone to build on. There is a bit of fear about automation but you don’t have to be afraid of it and if you embrace it, it is going to make your life easier.”

1. Decide what processes you could automate

Elle says: “Write down all the repetitive steps your business does on Post-it notes and start mapping them out on a wall. When you get an enquiry from a customer, for example, look at what you do with it – do you normally ring them, do you email them, do you offer them an appointment? Obviously your process depends on your industry but a lot of the early parts of onboarding a client and getting a sale through is about delivering really consistent communication and getting information to them quickly, and that is where automation can set you apart, by streamlining the process.”

She adds: “When you map out the process it is amazing how many people realise that they are taking five steps when they could just be taking one, because instead of sending customers five emails really haphazardly, they could be sending them one really nice email with an information pack straightaway. Your conversion rate can go up by 20% simply by automating the process of ensuring that the customer gets everything they need, when they need it, and it is consistent.”

2. Get a CRM system

Ellie says: “The thing that has the biggest impact on most businesses is getting a CRM in place. CRM stands for Customer Relationship Management system, and it can automate and streamline most of your interactions with your customers, leaving you free to get on with growing your business. A CRM can automate things like sending out quotes, chasing invoices, getting contracts signed, reminding people that there is a payment coming up, booking appointments with you. It is all self-service. There are many of them on the market and they are not difficult to set up, and there are lots of people who can help you do it.”

She adds: “Don’t necessarily go for the one with the biggest marketing budget. I have worked with people who just bought the first thing that came up on Google because it seemed to do what they needed it to do, but actually you could save yourself £4000 a year by going with the next one down. It is worth shopping around for.”

3. Use tech to automate your appointment scheduling

Elle says: “Every business needs to do networking calls, site visits, quote meetings or sales calls, and using an app like Calendly or Acuity Scheduler means that you stop playing email ping-pong trying to get a diary date in, which is a major time issue for a lot of business owners. These apps link to your diary so people can go in and book their own appointments, according to the rules you put in place about when bookings are available, and they get an automatic confirmation and reminder before the meeting which reduces no-shows. It is a massive time saver and will make your life easier.”

4. Use tech to automate your social media scheduling

Elle says: “Social media scheduling apps automatically publish your social media posts for you when you want them to be posted. They enable you to put all your content in, add your captions and hashtags, say what day you want them to be posted, and walk away. I actually schedule all my social media posts six weeks ahead - I spend four hours at the start of the month creating the posts and then it is done and I don’t have to worry about them. You are still in control: you are just focussing your efforts on what is going to make you money rather than the admin around it.”

5. Use tech to automate feedback forms

Elle says: “Positive reviews can help you get more customers, but most business owners either forget to get feedback, or they are quite anxious about asking for feedback because they don’t want to be a bother. But you can get around the problem by automating emails to go out asking customers for reviews after you have finished the job you were doing for them and direct them to your social media or Google or Trust Pilot account, for example.”

Elle Baldry is the founder of Elle Baldry Consulting.

Ryan Welmans, Sopro

Ryan Welmans, Sopro

Creating a truly scalable business has been the key to success for tech-based marketing business Sopro, which won the Smaller Company Award at the 2021 Growing Business Awards, says its co-founder Ryan Welmans.

What does your business do?

Sopro is a sales engagement platform which identifies and engages with new prospects for our clients.

Why did you decide to start your business?

Seven years ago it was obvious that the business-to-business (B2B) sales model was broken. It hadn’t evolved at anything like the pace that the business-to-consumer (B2C) sales model had. My co-founder Rob Harlow and I wanted to create an unimprovable sales outreach process and offer it as a scalable service.

How did you finance the growth of your business?

It was self-funded, but we didn’t need to put huge amounts of cash into it; it was more a foregoing of a salary while we set it up. We did everything ourselves– Rob built the systems, and I handled the commercial side of the business.

What has been the most difficult or challenging part of growing your business?

The biggest challenge has been around changing our required skill set. In the early days you are doing everything - dealing with the clients, doing the sales, doing the operational delivery - so you need a broad skill set. But as the business grows and you formalise departmental structures, you lose those responsibilities and so your skill set needs to change to become more of a people management skill set. You are striving to make yourself redundant, and it can be quite uncomfortable going through that.

What key lesson have you learnt about setting up and growing a business?

In the early days as a small business you are regularly chasing revenue to pay the salaries at the end of the month, so you tend to be very flexible with client requirements.

We have a standardised service now – there are a number of highly refined steps that we deliver for each and every client. But in those early days we would regularly end up taking on clients with unique requirements, wanting things to be done differently for them, and before you know it 50% of clients are receiving a non-standard service. And when that happens if becomes impossible to streamline operational delivery with the kind of clockwork processes necessary to achieve scale. We realised that some of these contracts might have been a short-term win for the business, but we were never going to scale properly until we standardised the service.

But it is very hard saying no to business when you have limited cashflow to cover those early costs.

What has been the impact of the pandemic on your business and how have you dealt with this?

It has been hard and horrible in so many ways – a lot of our clients have gone out of business and there has been all sorts of turbulence and disruption in the 60+ sectors we support. Sopro are very fortunate in that the digital marketing space has been a net beneficiary of the Covid restrictions because lots of traditionally offline media spend such as trade shows and exhibitions has been channelled into digital. So we have doubled in size over the past 12 months to a turnover of just over £10 million.

What has been your biggest mistake?

In the early days I was once absent-mindedly travelling out to see our team in Macedonia with several laptops which we had configured for new starters joining the following morning.

Having walked through the green channel without a moment’s thought I was immediately accosted by customs officers and invited to spend several hours in a room with no windows to discuss my apparent disregard for the law. In addition to the very large fine, I had my passport and several thousand pounds worth of equipment confiscated.

What has been the secret of your success so far?

We have never skimped on the process of finding the right next team members; we never settle. We never proceed with the best of the bunch if we’re not genuinely excited about someone. When you meet the right candidate it is obvious every time, everyone in the room is hugely excited about hiring them, that is when you know you have found the right person.

What advice would you give an entrepreneur just starting out about how to grow their business?

At the start you need to find the one marketing channel that is going to give you the best return on investment, and then just concentrate on maximising that one channel. There is no point in trying to spread a founding team across ten digital marketing channels to win those critical early contracts. Once you have got 10 people in the marketing team then you can run ten channels, but on day one, when you just need a handful of customers to get you to that first round of investment, you need to find one channel that works and max it out. And if you’re a B2B startup that first channel is nearly always email prospecting.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Empathy.

How to incorporate tech into your business

How to incorporate tech into your business

Technology can be a great tool to help you grow your business, but you need to incorporate it properly otherwise you won’t reap the benefits, says Marilyn Devonish, founder of coaching and training business TranceFormationstm.com.

Here’s how to do it right:

1. Don’t allow tech to over-complicate simple things

Marilyn says: “Technology is absolutely amazing but the question you need to ask is, what is the most efficient means of doing this task? Because if you are getting yourself tied up in knots just to try and use technology, that is not a good thing. There are times when you need to just pick up the phone or send an email. I have seen people struggle with technology when actually they could have done a task very simply in a fraction of the time.”

2. There is probably an app for that

Marilyn says: “If you are struggling to do something, nine and a half times out of ten some clever technologist has already sat down and created the thing that is going to do what you want to do. Technology is not infallible - I haven’t yet met a piece of kit that does exactly 100% everything I want it to do. But there is going to be something there that is pretty close.”

3. Introduce new tech properly

Marilyn says: “If you are introducing new technology into your business, do proper walk throughs. Get people on Zoom, share your screen and show them how to login. Then do some screen shots via pdf for people who are a little more old-school. Make it as easy as you can for people. If you are bringing in a technological process which previously was done manually, tell people why, rather than just saying, we have to do it this way now. If you have efficiency studies which show how the new technology will speed up your processes or reduce mistakes, then tell people about it, so even if they are not happy about it, they will at least understand why you are introducing it.”

4. Play around with it

Marilyn says: “It used to be the case that you could break something if you did the wrong thing - if you plugged the disk in before the printer or whatever you could mess up the whole system. But nowadays you can pretty much press buttons and not doing anything too drastic because there is an undo button. And with some business software, there is often a mock version provided as part of it, so you can have a play around and know that you will not damage anything because you are locked out of the main system.”

5. Give it time to settle in

Marilyn says: “The technology is probably not going to do exactly what you want it to do straight away because there is a learning curve. People might be resistant to it and they might even try to break it. It is also going to be a bit clunky because people don’t know how to use it, and there might be bugs in the software.”

6. Be careful of endlessly bolting on

Marilyn says: “Bolt-ons can be a great way for small businesses to add on functionality but once you start to scale, you can find yourself with several bits of software that are bolted together and it can be really time consuming trying to get everything to work seamlessly together. Once you get to this stage it might be worth going back and looking at the tech and seeing if there is a complete package solution that will do what you want it to do.” If that’s too big an investment, it is also worth looking at integration software to connect your apps and systems more seamlessly.

7. Get the developers to help

Marilyn says: “If the technology isn’t doing what it is supposed to do, don’t be afraid to go back to the developers and ask them to look at, particularly if it is a start-up business providing the software, as they may be open to having discussions about how to improve it. Microsoft may not listen to you but the start-up that has just done their first round of funding might. You could even say, how do I do this? Sometimes they will say that is a great idea, we will build it into the software.”

Three top things that you can do right now

1. Think about something you would love to do in your business which you can’t do, or struggle to do manually – now see if there is a bit of technology out there that would help you.

2. If you are struggling to use some technology, look at the help guide, then look on YouTube because somebody will have created a post about it.

3. Don’t be afraid to play with technology – press the buttons and figure out what things do.

​Marilyn Devonish is the founder of coaching and training business TranceFormationstm.com.

Elliott Herrod-Taylor, The Bunch

Elliott Herrod-Taylor, The Bunch

Trying to sort out shared utility bills for nine other housemates was such a nightmare it inspired Elliott Herrod-Taylor to create tech business The Bunch to solve the problem. He won Young Entrepreneur of the Year at the 2021 Growing Business Awards.

What does your business do?

The Bunch is a utility management platform for tenants in shared accommodation. It sets up and manages all the utility bills for a property such as water, broadband, energy and TV packages, and shares the bills equally amongst all the tenants. The Bunch chooses the utility provider and handles everything so tenants only need to speak to us and not the utility providers. Every month each tenant just pays one consolidated bill to the Bunch and is only ever liable for their share of the bill.

We have now got 10,000 customers in more than 50 cities in the UK and a turnover of £5.5 million.

Why did you decide to start your business?

I was studying Politics at Leeds University and in my second year I moved out of Halls of Residence into a house with ten friends. I was the unlucky one who was put in charge of setting up all the bills and it turned out to be an absolute nightmare. I was constantly chasing people for money and we ended up overpaying for many of the utilities. I thought there had to be a better way of doing it.

I started the business in my second year at university in 2017 and asked the university if I could take a year off to run it. I got it off the ground in that year and then went back and completed my studies while running it at the same time.

How did you finance the growth of your business?

I got £15,000 worth of grants from Leeds University and I took a £25,000 personal loan from Start Up Loans, a government backed scheme. I was also running an events business putting on student nights and I sold that in my last year of university to a competitor for about £5000.

At the start I outsourced the tech platform to an agency but we now have our own in-house development team.

What has been the most difficult or challenging part of growing your business?

I found it really difficult being the only one in my friendship group who was running a business. When you are going to the pub and worrying about a £50,000 VAT bill you can’t really identify with your mate who works in a corporate business and doesn’t have the same problems.

The other big challenge has also been a positive - it is my first time starting a business and I have never worked for anyone else so I have been making it up as I go along. There are areas where I have definitely taken the longer route but on the flip side that has been quite good because I have not been trained in any particular way.

What key lesson have you learnt about setting up and growing a business?

That you have got to try and remain as optimistic and positive as you can, otherwise you would go insane.

What has been the impact of the pandemic on your business and how have you dealt with this?

From a customer standpoint it hasn’t really affected us that much because everyone is always going to need to pay bills. The biggest impact has been managing the wellbeing of the staff and ensuring that everyone is ok.

What has been your biggest mistake?

My biggest mistake has been my hiring strategy. For a long time I took the view that if someone seemed like a good person and I got along with them then they could have a job. Then I would hand them a phone on their first day and just tell them to get on with it. In hindsight I think that slowed us down and meant that in some areas we hired the wrong people.

What has been the secret of your success so far?

We have a very good culture in the business and people are willing to go the extra mile.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Resilience.

What advice would you give an entrepreneur just starting out about how to grow their business?

Don’t wait to have the perfect product before you try and sell it. Just get it off the ground and use the feedback you get to make adjustments. I know people who have spent a year developing a product and when they have tried to sell it they have realised it is not what people wanted.

Nadeem Ahmad, Templeton Recruitment

Nadeem Ahmad, Templeton Recruitment

Finding a niche and creating its own way of working has been key to the success of recruitment business Templeton Recruitment, which was awarded Export Champion of the Year at the 2021 Growing Business Awards, says Founder Nadeem Ahmad.

What does your business do?

We are an IT recruitment agency which focuses on placing long-term contractors on IT projects around the world. We have found ourselves a unique positioning in the market where we work with huge international clients even though we are a niche agency, which is very unusual.

Why did you decide to start your business?

I was working for a recruitment agency that was focused on the UK market and I felt that I could do something a bit different, by focusing on the international market rather than just the local UK market. I was very well travelled, most of my friends were international, and I just felt that recruitment could be done internationally because we have phones, we have the internet, we have – or had - the European union that allows us to work across borders. So that was the inspiration.

I travelled to the US to do some research and discovered a particular niche area within IT that was a growing market – Enterprise Resource Planning (ERP). I decided I would focus on this area because not only was it growing, it fitted with my passion for doing global recruitment because this particular niche was required by clients globally.

I came back to London and hired people who were from overseas but living in London, so that they could deliver a proactive British way of doing recruitment with a soft local touch in their own language to their own market. The business now has a turnover of £15 million and employs 35 people.

How did you finance the growth of your business?

I started it with £5000 of my own money and 25 years later that is the only investment we have ever had in the company. I borrowed a laptop from a family member and set up a desk in the attic of the office of another family member to get started. I studied Finance and Accounting at University and that taught me to manage the cash carefully and grow a business with a strong balance sheet.

What has been the most difficult or challenging part of growing your business?

We have had a constant battle with clients who think they should only work with huge recruitment agencies. Their perception is that if they are big, they should only work with big agencies, but we always wanted the huge clients not the small ones. I am delighted to say that we have won that war, and now we have many international clients enjoying the uniqueness of our agile global service.

What key lesson have you learnt about setting up and growing a business?

Always innovate and always reinvent. Over 25 years of going through three recessions we have had to reinvent our approach to business and it has always worked.

What has been the impact of the pandemic on your business and how have you dealt with this?

It has been great from our point of view because IT has been needed even more during the pandemic because people have needed to work from home.

When everyone was panicking about how to run a business through Zoom, I approached the CIO of Zoom and asked him if we could do a joint webinar together about how to handle this new way of working. That also helped to put us on the map.

What has been your biggest mistake?

I think I could have scaled up sooner.

What has been the secret of your success so far?

Ditching the traditional idea of the 360 recruitment consultant who is required to find their own clients and then fill their own vacancies with their own candidates. I never believed that was a good idea. I realised that some people are good at client acquisition, some people are good at client expansion, and some people are good at delivering the candidates. So I have designed the company around having the best people and putting them in a role that plays to their strengths and their preferences, and then surrounding them with people who are complimentary to them. Collectively we come together as a winning team.

What advice would you give an entrepreneur just starting out about how to grow their business?

Too many entrepreneurs try to create something brand new; they want to create the new Facebook, for example. But the reality is that Facebook wasn’t the first company of its kind; it just saw a similar company, Myspace, and did it better. So my advice is to look at the problems that need to be solved in the world, then look at the companies that are trying to solve those problems and see how you could do it better.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Tenacity.

How to make your marketing more effective

How to make your marketing more effective

There are several simple steps you can take to improve your marketing and help your business grow faster, says Sophie Badoux, a marketing consultant who helps small businesses.

Here’s how:

1. Be selective

Sophie says: “Concentrate on only a few social media platforms. What I see a lot with SMEs is they want to do a bit of everything; they feel like they have to be visible on all of the platforms so they can be found. But social media platforms require a time investment and a high level of engagement to perform well, and if you spread yourself too thin, you are not going to get results. So because time is short and there is a lot to do, it is better to concentrate on just one or two platforms, and then do them well.”

2. Make sure you are where your customers are

Sophie says: “Hopefully you already have a clear idea of where your customers are; if you don’t, you need to go back and work on that because otherwise that will make your marketing very difficult. LinkedIn is really great for B2B businesses, Instagram and Facebook are good for consumer-focused businesses, with younger people on Instagram and older people on Facebook. Definitely don’t jump on the bandwagon of thinking you should be on a platform like Tiktok just because it is new - if your customers are not on there, there is no point.”

3. Check out the competition

Sophie says: “Look at your competitors social media platforms, especially if they are a bit bigger and more established, and see where people are engaging with them. That is probably the one for you to invest time into.”

4. Create content pillars

Sophie says: “Creating content is a really powerful marketing tool because it provides value, but it can take time and effort to come up with ideas. So choose some content pillars. These are three or four key themes based on your expertise that you are going to create your content around. For example I’m a marketing consultant and my three pillars are social media, content, and marketing strategy, so all my blogs and social media posts are about one of these. It means that when you creating a piece of content, for example a social media post, a blog article or an email to send to your mailing list, you are not starting from scratch and spending time wondering what to talk about. It gives you a structure and also means that you get known for those three or four themes, which is very good. Don’t worry about repeating yourself because under your key themes, you have lots of different topics.”

5. Keep email marketing simple

Sophie says: “If you are sending out an email that comes from the CEO, for example, don’t waste time creating a fancy template because it is better for it to look like an email. It will seem a lot more personal. And keep to one topic per email; don’t try to cram a lot of things in there. It will be easy for people to understand and also quicker to put together.”

6. Be consistent in how you communicate with your customers

Sophie says: “Whatever marketing you decide to do, whether it is posting on social media or writing blogs or sending out emails, make sure you do it regularly because consistency in marketing is like winning half of the battle. If there is no consistency, there is never going to be results.”

7. Look at your analytics

Sophie says: “Set aside some time each month to look at the analytics for your main social media platform, your website and your email marketing. Decide what key metrics you want to look at and look at what has performed well and what hasn’t, so you can decide to do less of what is not performing well. If hardly any people are reading your blogs, for example, you can take action, perhaps by making them more relevant or promoting them more. There is no point in posting things that people are not interested in.”

Three things that SMEs can do right now

1. Focus on a few marketing tools and be consistent

2. Concentrate on creating value and driving engagement on social media

3. Stop and look at your analytics to drop or fix what doesn’t work

Sophie Badoux is the Founder of Marketing for Good.

How to land a retail deal

How to land a retail deal

It's easier to persuade a retailer to stock your product if you do your homework first, says Rebecca Saunders, a former buyer at John Lewis who now runs Seekology, which sells independent beauty and wellbeing brands online and in pop up shops.

Here’s how to improve your chances of success:

1. Decide what makes your brand stand out

Rebecca says: “Before a brand even thinks about retail, it needs to have a really distinctive USP (unique selling point) that solves a problem for a customer. Consider what is special about your brand and why a customer would choose it rather than another one on the market.”

2. Provide proof that your product is going to sell

Rebecca says: “Retailers will want to see evidence of successful sales because they need to be really confident that the product is going to sell better than what they have already, particularly in physical shops where there is a finite amount of space and they will probably have to take another brand off the shelves to make room for it. For some brands that could mean getting sales proof by selling through pop up shops or markets, for example.”

3. Know your data

Rebecca says: “When you are approaching a retailer it is very helpful to be really on top of the data. Use it to understand how many customers you have, what your website performance looks like in terms of key ecommerce metrics like conversion, the proportion of your customers who are reordering. These are all really helpful pieces of data that you can share with the retailer to demonstrate that customers really like your brand and keep coming back. The data can also help you understand which your best-sellers are.”

4. Get your pricing right

Rebecca says: “Make sure you have chosen sensible price points for the end customer - there is no point pricing something at £20.50 because a customer would expect to see that product at £20 or £19.99 or £19.95. And if you have got products in a range that are quite similar, for example five different candles that are all the same size, customers would expect those to be priced all the same even if the cost to you as the manufacturer is slightly different for each one.”

5. Factor in the retailer margin

Rebecca says: “As a starting point expect to see a 2.5 times mark up from your wholesale price to the end retail price including VAT, depending on the retailer and category. So if the customer is buying the product at £25 that means the retailer would be buying it from you at £10. If you are spending £5 or £8 making and distributing that product plus the cost of your time, you need consider whether you can really make enough money from selling through a retail channel – and what sort of scale you would need to reach to be successful.”

6. Invest in great photos

Rebecca says: “It is worth investing in really good photography before you approach any retailers. You will be expected to provide product images, particularly if they are going to list you online, and it is not good enough just get your iphone out to do those kind of shots. You will generally need two types of photos – pack shots of your product shot on a white background, and lifestyle shots of your products in use in a relevant setting, such as homeware in a room setting.”

7. Get the packaging right

Rebecca: “Packaging is very important. At Seekology we took on a great product but the owner had never really tested the packaging before and when a customer picked it up, the packaging fell apart. So test your packaging first, and get people to be critical about it, before you invest a lot in it.”

8. Prepare presentations

Rebecca says: “Create a presentation that is tailored for each different retailer. This should be an introduction to the brand with images and a product list, which explains the story behind the brand but also why it is going to be commercial. Retail buyers are a meld of creative and analytical, so they want something they think will inspire their customers but will also make money. Include customer testimonials, data and any PR and Press which demonstrates why this product could be successful for that particular retailer. Keep it short and snappy and make it punchy to get the buyer excited enough to have a meeting.”

9. Factor in long lead times

Rebecca says: “Sometimes it can be a year from your first conversation with a traditional retailer to getting something on their shelves. With an ecommerce retailer it is quicker and at Seekology I pride myself on moving very quickly, but it can be a lengthy process so you need to be prepared for that.”

Rebecca’s Top tips that businesses can do right now

1. Get some proof of sales

2. Get some customer testimonials

3. Prepare your materials for buyers.

Rebecca Saunders is the Founder of Seekology, a beauty and wellbeing retailer.

Janan Leo, CocoRose London

Janan Leo, CocoRose London

Running for a bus in high heels inspired Janan Leo to create foldable flat shoes that women could wear while commuting to work. Her London-based shoes and accessories business CocoRose London now has a turnover of £1 million.

What was the inspiration for your business?

I was a product development manager for Virgin Trains and had to dress smartly for work. One day I was running downhill in high heels to catch a bus and felt really frustrated at how restricting and painful the shoes were. I decided I wanted to create foldable flat shoes that women could wear while commuting to work, but that were small enough for them to store in their handbag when they arrived at work and changed into work shoes. It was very much based on a personal need for a product that didn’t exist; I wanted to create something for women that would make our lives a lot easier.

Since then we have expanded into trainers and accessories such as bags and pouches.

How did you finance the growth of your business?

When I first started the business I had no idea if it would take off or not so to keep the risks low I started the business with £3000 of savings and kept my full time job at Virgin Trains. For the first three years I ran the business at evenings and weekends from our spare room, by which point it was selling hundreds of pairs of shoes a month so was able to give up my job to work on the business full time. We have never had any external investment and my partner Gareth and I still own 100% of the business.

What has been the most difficult or challenging part of growing your business?

A big challenge we have had to face in recent years has been the demise of the wholesale market. That has impacted us quite a bit. One of the key areas of growth for us in the beginning was working with wholesalers, mainly distributors and agents, and we would fly around to world attending trade shows in Milan and Paris and Las Vegas which was exciting and exhilarating. But the wholesale market started suffering from the demise of high street retail after years of global recession and the trade shows that had been really busy were becoming very quiet. So about four years ago we realised we needed to have more control over our sales. We decided to change direction and start building up our online sales so that we could sell direct to our customers.

What has been the impact of the pandemic on your business and how have you dealt with this?

There are positive and negatives that we have taken out of this. On the negative side, it really disrupted our supply chain, which affected our margins. The wholesale orders we had for spring/summer last year were also cancelled because all the shops had to close.

However on the positive side, we were able to sell that stock online because e-commerce just took off. The pandemic also really forced us to think about growing our product range. We started making face masks and donated all the profits to the Honeypot Children’s charity, raising £20,000 for them so far. That gave us the opportunity to build an accessories collection and we started working with a British manufacturer of skincare products to create lotions and hand sanitisers.

We have also found our voice. I decided to take all our marketing in-house and do it myself and we have started connecting more with our customers through newsletters and phone calls.

What key lesson have you learnt about setting up and growing a business?

That need to have a clear direction for the business and be clear what your end goal is, otherwise you will just coast. I do feel that over the years we have sometimes coasted in terms of where are we going. It is ok to change direction if things don’t work out the way that you want, but you need to be clear what the end goal is.

What has been your biggest mistake?

One of our biggest mistakes was not focussing on online sales sooner. We should have turned our attention to the e-commerce side of things earlier.

What has been the secret of your success so far?

Bloody mindedness, determination, hard work, and belief in the product.

What advice would you give an entrepreneur just starting out about how to grow their business?

Be razor sharp and focused about what the true cost of your product is, in terms of manufacturing and logistics and so on, so you know what price that product actually needs to be selling at. And if you are selling a brand, make sure it has a very clear identity, so that people get it and understand what you are about.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Optimism.

How to increase your prices

How to increase your prices

Many SMEs charge too little for their products and services but you need to make good profits to be able to grow your business so it might be time to put up your prices, says business coach Robin Waite.

Here’s how to do it, says business coach Robin Waite:

1. Change your mindset

Robin says: “A lot of people think that the way to attract new customers or clients is to be the cheapest in the marketplace, however that can deter the business from generating any profit. The reason most businesses go bust is because they are attracting volumes of customers by offering discounts without considering the time and capacity needed to fulfil each request. Typically, they don’t realise this until it is too late and end up eroding all their profitability. The one objective of any business is to make profits and if you don’t get it right you will go out of business.”

2. Take your emotions out of the process

Robin says: “Most entrepreneurs set their prices based on how they value themselves, so they are ultimately making a decision for their entire marketplace based on their personal beliefs. But for many people that is fundamentally flawed because their values stem from the fears associated with money that their parents have taught them growing up. That is not a positive way to run a business.”

3. Choose a price just outside your comfort zone

Robin says: “If you are going to increase your prices you first need to establish a pricing bandwidth. If you are currently selling your product or service for £500 and the most expensive in the marketplace is selling for £5000, the bandwidth is between £500 and £5000. You then need to establish a price point which is just outside your comfort zone. If you feel comfortable charging £1200, for example, then you should set your price at £1500. Why? Because the more you charge the more high-value your product is perceived to be. It’s a niche within itself which will set you apart from your competitors. Furthermore, you’ll also have the benefit of generating some overhead within your business which creates more time, capacity and opportunities for business growth.”

4. Validate your new price point

Robin says: “You now need to gather evidence that there is a market of people who will buy your product at the new price point of £1500. If you have already got enquiries from prospective customers coming into your business, then for the next ten new prospective clients, you should pitch the product to them at the new price of £1500. The moment you get a client at the new price point, you have validated it.”

5. Don’t be afraid of being the most expensive in the market

Robin says: “Businesses don’t want to be perceived as the most expensive because they believe that they won’t get customers. But some potential customers look at the most expensive product or service and think they must be good because they are able to charge that price. In pretty much every industry there is a business which is the most expensive and yet they are still able to get customers. You can model some of that success and be fearless with your pricing, because if somebody else can do it, so can you.”

6. Realise that quality is more important than quantity

Robin says: “When you put your prices up you may end up getting fewer clients than you had before, but they will be much more profitable, and you will be getting much better results for them because you have more time to deliver a better quality product or service. It is absolutely transformational.”

7. Don’t assume the competition has got it right

Robin says: “The most common mistake entrepreneurs make is to base their prices on competitors and assume that it is working well for their business. Most of them don’t know what they are doing. In fact, they probably based their pricing on their own competitors - and you don’t want to copy a business model that isn’t actually working.”

8. Make sure you deliver additional benefits to existing customers

Robin: “If you have existing customers who have already been exposed to your old prices, you should give them fair warning of the price rise. You can also provide them with some extra value in the form of additional features, so they believe that they are getting a better product than the one before. The greatest opportunity lies within the new clients who have not been exposed to your prices yet. It is important to make a clear distinction between the two different types of customers.”

9. Get trained in sales

Robin says: “Most business owners don’t have sales training, and don’t think they need it. However, the businesses that are best at sales and marketing often shine through even if they don’t have the best product or service in the market.”

Robin Waite is a Business Coach (www.robinwaite.com) and founder of Fearless Business.

Laura Simpson, My Bespoke Room

Laura Simpson, My Bespoke Room

Staying focused on where the value lies and setting the team clear KPIs have helped to drive success at online interior design business My Bespoke Room, says its co-Founder Laura Simpson.

What does your business do?

We offer a professional interior design and personal shopping service, delivered conveniently online and at a fraction of the cost of traditional services. Our talented designers help customers create their perfect room, in their style and in their budget. Customers can buy furniture directly from their designs which we procure for them and deliver directly to their homes.

We also licence our software to other interior designers outside our network on a Saas (software as a service) model. We employ 18 full time members of staff and have 55 consultant designers all over the UK. Our turnover last year was £1.2 million.

What was the inspiration for your business?

I had just bought my first house and was both overwhelmed and frustrated with what professional help was on offer. I was also obsessed with Pinterest and couldn’t understand why I couldn’t buy the items directly from the site. That is when I saw a huge gap in the market for something that was more affordable, accessible and easy to use. I reached out to a friend and former colleague Diana Greenhalgh and told her about the idea; she loved it and when we started researching the market we saw a real opportunity to disrupt the industry. We started the business together in 2014 while we were both on maternity leave and did it part time for the first three years before focussing on it full time.

How did you finance the growth of your business?

When we started the business we initially raised £18,000 from friends and family to build an MVP (minimum viable product) to test and validate the product, services and positioning. Three years later when we fully launched the business, we raised our first significant amount of capital. We have now raised £2 million to date in multiple funding rounds, predominantly from angel investors.

What has been the impact of the pandemic on your business and how have you dealt with this?

When the pandemic hit in March 2020, we were in the middle of closing a funding round, but it fell through at the eleventh hour because of the uncertainty. Then we then both got Covid and became quite ill, and the schools closed, and the kids were sent home. Meanwhile customers went quiet and furniture order started drying up. All this happened in the space of ten days and was undoubtedly the hardest time of our journey so far.

However, once the dust settled, we actually saw it as a huge opportunity, because the home became even more important to everyone during that time and people demanded more from it. Orders started picking up and we tweaked our business plan to focus on where we could drive the most value during the pandemic. As a result, we saw a 140% growth in our revenue over the year.

What has been the most difficult or challenging part of growing your business?

In the very early days, our biggest challenge was raising capital. There is definitely an art to it in terms of how to best approach it, and it was a completely new world to both Diana and I. The challenge was amplified for us because less than 1% of UK venture funding goes to all-female teams. We now have some brilliant advisors and extremely supportive investors around us.

What key lesson have you learnt about setting up and growing a business?

Have self-belief and surround yourself with the right people in all aspects of your life. Your support network at home is important, as is your network of advisors and other founders.

What has been your biggest mistake?

We were initially quite naïve of the funding world and in the early stages we allowed our valuation to get pushed down unnecessarily because we had never been through that process before. It is all part of the learning journey but if I could go back, I would have trusted our gut more and pushed back harder.

What has been the secret of your success so far?

Setting clear KPIs (Key Performance Indicators) for our team and making them accountable for them. Sometimes business leaders can set their team unattainable goals, whereas for me it is about showing everyone the vision of where we want to get to, breaking that down into digestible KPIs and then empowering them to move the dial.

What advice would you give an entrepreneur just starting out about how to grow their business?

Stay focused on where the value is – too often people can get distracted by things that materially won’t add value.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Resilience.

How to be an ethically responsible business

How to be an ethically responsible business

Customers and employees are increasingly looking to align themselves with businesses that are doing the right thing, says Danielle Thompson, founder of Sustainablee, a consultancy helping small businesses become ethically responsible.

Taking the first step towards being a responsible business can deliver huge benefits not just for the world but for your business too, says Danielle Thompson.

She says: “Customers are a lot more aware of the ethics of the companies they buy from. They are actively looking for organisations who are either purpose led or can demonstrate that they are doing the right thing by the environment and socially, and they are actively moving away from companies who are perceived not to be doing this. So there is a definite clear financial sales benefit of being able to be acting in this way, which is only going to get more and more important.”

Here are her suggestions of how to get the ball rolling:

1. Work out why you want to do this

Danielle says: “A lot of companies want to do the right thing but you need to really dig deep into what that is, and what it is that you are trying to achieve.”

2. Create a positive impact statement

Danielle says: “Once you have identified why you are trying to do it, write a mission statement that explains the positive difference you are trying to make in the world. That could be helping to address a social issue that your employees care about, it could be about having a positive impact on the environment, it could be about improving diversity in your industry.”

3. Decide what specific actions your business can take

Danielle says: “Look at how your positive impact statement translates into actions for your business. If your aim is to improve the environmental impact of your business, for example, look across your business and work out where your biggest environmental impacts are and what you can do to reduce these. If you are a B2B service company, for example – one that sells its services to other businesses - a lot of your environmental impact is likely to be around your office, so look at whether you can switch to renewable energy and whether you can reduce the amount of waste going to landfill. See where the biggest impact is and then methodically work through that to see work out how to reduce it.”

4. Use the B Corp accreditation framework as guidance

Danielle says: “Certified B Corporations are businesses that meet the highest standards of verified social and environmental performance, public transparency, and legal accountability to balance profit and purpose. But even if getting B Corp accreditation is too big a thing for your business to do, it is brilliant at providing you with a checklist of what best practise looks like. The B Corp framework takes you through the environment, your employees, local community, customers and internal management and governance and shows you what you can be doing to have a positive impact in those areas. It is a really good way of starting the journey.” You can access their impact assessment tool free online at www.bcorporation.net.

5. Create a core team to drive changes

Danielle says: “The core team will often include someone from the leadership team, and ideally also someone who has access to internal data so they can get hold of information such like energy usage or employee statistics. Responsible businesses know they are moving in the right direction as they monitor and track it. Having someone who can get easy access to that data makes it much easier to do regularly.”

6. Start asking your suppliers about how responsible they are

Danielle says: “The power of tapping into your supply chain is it has ripple effects. So if you start asking your suppliers what they do in terms of environment or diversity, that will in itself have a positive impact because they will start thinking, my customers are asking this and so we need to consider it. Even just giving them a simple questionnaire when you start working with them asking them whether they have an environmental management system, for example, or about the diversity of their leadership team, can prompt action.”

7. Treat this as continuous improvement not a one-off hit

Danielle says: “This is a long-term strategy; it is not something that you can do overnight. It is about starting the process and then constantly re-looking at it and seeing what else you can do. You don’t have to do everything at once so it does not need to be overwhelming. Just take it in bite size chunks and work through one piece at a time.”

Danielle’s Top Tips for businesses to do right now

1. Write a positive impact statement

2. Look at your energy emissions and understand what energy you are using as a business

3. Look at the diversity of your supply chain in terms of ownership and consider how you can factor diversity into your purchasing process.

Danielle Thompson is the founder of Sustainablee, a consultancy helping small businesses become ethically responsible.

Emma Tapper, The Friendly Chemical Company

Emma Tapper, The Friendly Chemical Company

Finding a way to reduce the amount of single use plastic thrown away was the inspiration for creating their eco-friendly cleaning products business The Friendly Chemical Company, says co-founder Emma Tapper.

What does your business do?

We manufacture eco-friendly cleaning products on a closed loop system, which means that any containers we sell our products in can be returned to us to be refilled again and again, so it is a completely zero waste process.

What was the inspiration for your business?

I co-founded the business with Scott Rudd – we met at university and used to talk about the amount of single use plastic that is wasted. We have always been interested in the closed loop and zero waste movement and used to buy our washing up liquid and household cleaning products from our local refill shop. The products would be dispensed from big containers and we started asking the shop owners what happened to these bigger containers once it was empty. They told us they would be thrown away, so we decided to try and create a business which supplied zero waste shops and then collected all the empty containers and refilled them.

We started blending our products in our garage in Leeds using a 200 litre drum that we found on Facebook marketplace. My parents used to work in chemical manufacturing so they put us in touch with a chemist who helped us with the formulas. Our products are now stocked in over 1500 zero waste shops and farm shops across the country and we also sell online. We have a free returns systems so customers can send back their empty containers with a freepost label in return for 10% off their next purchase.

We have 14 products in our Miniml cleaning product range, including washing up liquid, and laundry liquid, and next year we will be launching our first skincare range, Good Human.

How did you finance the growth of your business?

We borrowed £10,000 from our parents at the very beginning and we also managed to get around £50,000 of local grants, which helped us buy second hand manufacturing equipment and take out a mortgage on a 10,000 sq ft manufacturing unit in Keighley. Since then the business has grown organically at 280% a year and funded itself. We’re now in a position where we’re ready to take on some investment from the right partner to fuel that growth even further.

What has been the most difficult or challenging part of growing your business?

Starting out with very little knowledge of how to make cleaning products, then finding warehousing space, sourcing equipment and materials, and building a team of the right people was challenging. We are both only 25 and we have got a team of 16 people, all of whom are older than us. Getting the right team around us has been a huge step forward for the business.

What key lesson have you learnt about setting up and growing a business?

We have learnt that we will make mistakes so we should not get bogged down by small errors along the way. We should take lessons from those mistakes and move forward.

What has been the impact of the pandemic on your business and how have you dealt with this?

We actually achieved our best trading year in 2020 because the pandemic caused a boom in people shopping locally and wanting to support businesses in their local communities. As a lot of our stockists are zero waste and farm shops based in small towns and villages, we saw an uptick in demand. We’re now using the growth of last year to build even further, as people continue to embrace more sustainable lifestyles.

What has been your biggest mistake?

We started out wanting to be just a manufacturing business, making products for other businesses to sell under their own brand, but as time as gone on, our Miniml range has grown so much that we have understood how valuable having our own brand actually is. We get contacted all the time by companies asking if we can make them eco-friendly cleaning products, but we’re not as focused on private label supply now because we know it doesn’t necessarily benefit the business in the long term - because ultimately they could always suddenly decide to find a new supplier. Our focus is on building our existing brands and developing new ones, because no-one can take that away from you.

What has been the secret of your success so far?

As we are a couple that own a business, we are constantly bouncing ideas off each other. We are each other’s biggest supporters and when things go wrong we are constantly trying to encourage each other to keep pushing forward. I would say our tenacity and drive as a couple have been a massive contributor to our success.

What advice would you give an entrepreneur just starting out about how to grow their business?

It is not going to be remotely glamorous at the start – you have to get involved in every single aspect of the business. But as soon as you get a bit of momentum, you can grow your team, find people who are experts in what they do and delegate accordingly.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Perseverance.

How to manage younger employees

How to manage younger employees

Younger employees demand different things from employers than older workers so it is critical that you create a great working environment for them otherwise they will leave, says public relations expert Mark Borkowski.

The new generation of employees have different priorities to previous generations so it is important you make the effort to redefine your working relationship with them, Mark says. Here’s how to do it:

1. Ditch your assumptions

Mark says: “We have younger members of staff at Borkowski now who have a completely different set of values that people had 20 or 30 years ago. So it is really important that you have an amazing sense of EQ and understand what your co-workers are feeling.”

2. Communicate with them

Mark says: “Talk to your employees about the business. They need to know what you stand for as a company. This is a day and age when employees will look at the founder of the business and ask who am I working for, why am I working for this person? You have got to answer those questions and make them believe in your mission. Keeping them aligned to your success is key.”

3. Understand that salary is only part of what they want

Mark says: “Young people who come into a business have a greater belief in their own success and ability and they are very attuned to issues surrounding mental health. So to get the best people you have to create a different way of working. You need to offer flexibility, you need to be able to address mental health issues and support people when they feel under pressure, and you need to offer benefits which are not just financial. All of these things are important now for people because they have a choice of where they want to work.”

4. Don’t expect or assume longevity from younger employees

Mark says: “Expecting longevity from younger people now can be challenging because younger people do not necessarily value staying at and growing in the same business in the way previous generations did. So you have to cherish those people who have been with you a long time, and think about how you can benefit them.”

5. Provide training and development

Mark says: “Training and development is key. You need to give people the opportunity to grow in your business and develop a skill set that will stand them in good stead. There is always the risk that you might invest in a person and then they leave to work for someone else, but this can attract other recruits because they can see the careers that people achieve after being trained by your business. It is a great reflection on your business.”

6. Realise that your business is under constant scrutiny

Mark says: “Social media and websites like Glass Door give employees an opportunity to show what your businesses is like. So employing a younger person is not just a simple task of paying them a wage at the end of the month and that’s it - the relationship has to be much more interactive. If it isn’t, and they are not comfortable with you, they have got the means now to turn to a number of websites to paint a picture of you, which ultimately will affect your reputation with your suppliers and your customer.”

7. Be willing to learn from your employees

Mark says: “Listen to your younger employees to get a good cultural understanding of the fast-moving changes that are taking place. I learn more from my staff than I do from outside of the business.”

8. Use your employees to recruit others

Mark says: “Recruitment costs are debilitating, so if someone is really happy in a job they become mavens. I have got two or three people in my place who are particularly sensational and I have recruited very successfully from their network. If you become known as a good place to work, you will always attract the best people.”

Josh Gill, Everflow Group

Josh Gill, Everflow Group

Simplifying the business proposition, creating a great working environment and only hiring people with the right values has been key to the success of water retail business Everflow Group, says its Founder and CEO Josh Gill.

What does your business do?

We operate a water retail business, supplying 60,000 SMEs in the UK with their water. We have also built our own software platform and supply around half of our competitors with software solutions to help them serve their customers better.

What was the inspiration for your business?

I was working at Northumbrian Water helping them to separate their wholesale and retail businesses ahead of the deregulation of the water market in 2017, which they were required to do by a mandate from the government. I looked at all the companies in the market and thought that their propositions for customers were overly complex. I wanted to fix the problem and make it easy for customers to access the market. The thing that really sets us apart is how easy we make it for businesses to engage with us. At the start of the market we would offer quotes using our software in seconds, whereas our competitors would take up to a week to turn round a quote. Everything we do is to make things as quick as possible for customers and as right first time as possible, and to do it in a really friendly manner. That is what we have built our service proposition around.

How did you finance the growth of your business?

To start the business up I was able to borrow £500,000 from a businessman I had previously worked for and a friend who had some family money. When the market was deregulated it grew faster than we had expected so after three years I borrowed £3 million in debt finance to ensure that we had sufficient cash to continue to grow the business, following that with another £3 million in debt finance and £750,000 from a growth fund.

What has been the most difficult or challenging part of growing your business?

Anticipating bottlenecks. When you are growing a business you tend to go through phases when things are going really well and then you hit a point where you have a bottleneck affecting further growth – it might be a shift in the culture, or a process. For us it is about always anticipating what those bottlenecks might be and fixing them before they become really constrictive. It is a continuous improvement process to do that.

What key lesson have you learnt about setting up and growing a business?

The absolute importance of making sure that the people you bring into the business are in line with your values. The big lesson for us is that it doesn’t matter how talented people are; if they are not behaving in the way you want them to, then you have to deal with that very quickly. There was a time when there were a few people in the business that weren’t pulling in the same direction as everyone else and it just caused so much disruption.

What has been the impact of the pandemic on your business and how have you dealt with this?

We have seen really strong growth throughout the pandemic, because after the initial lockdown businesses were looking for every way they could to save money. Pre-pandemic our revenue was £45-50 million a year – it is now still more than £100 million, and our headcount has risen from 43 to 112 employees.

What has been your biggest mistake?

The biggest mistake we made was that at the start the proposition we had for customers was a little complicated. I messaged John Elliott, the founder of Ebac, on LinkedIn and the one piece of advice he gave me was to keep the proposition as simple as possible - don’t be flexible; just say, if you like it, take it, and if you don’t like it, leave it. So I changed our proposition and made it really simple for customers to understand and to go yes or no, and it was really from then that the business started to take off.

What has been the secret of your success so far?

We do everything we can to make our work environment a good place to work. The technology we have created has definitely helped but fundamentally it is the environment we have created for people to excel in. That is what has driven the results.

What advice would you give an entrepreneur just starting out about how to grow their business?

Simplify your proposition and learn to say no to your customers. When you are starting out it is so easy to go yes we will do this, because you are just trying to get every bit of revenue you can, but flexibility absolutely kills you as a small business. Identify who your target customer is and only accept those customers.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Fun.

Simon Crowther, FPS Group

Simon Crowther, FPS Group

When his family home was flooded it inspired Simon Crowther to find a way to help others from suffering the same fate. His flood protection business FPS Group now helps households and businesses and has a turnover of £2 million.

What does your business do?

FPS Group was founded in 2012 and comprises of Flood Protection Solutions Ltd and FPS Environmental Ltd. Across the group we provide flood protection equipment, and consultancy to clients ranging from homeowners to large industrial organisations including the Environment Agency and Thames Water. The group has a £2 million turnover.

What was the inspiration for your business?

When I was thirteen, my family home in Nottinghamshire was flooded and we had to move into rented accommodation for nearly a year while it was repaired. It was a hugely expensive and stressful upheaval and we never wanted to go through it again. At the time there weren’t many readily available systems that could easily protect the house. We ended up buying a water barrier from Canada which could be rolled out on the ground outside the house and would self-deploy as the water rose. It sat in the garage unused for five years but when the village was flooded again, we deployed it and it saved our house.

I was only 18 and about to start university to study Civil Engineering, however after my own experience I realised that the system needed to be available in the UK so it could help other people and help prevent them going through the trauma of being flooded. I arranged a meeting with the Canadian manufacturer in Paris and managed to secure the sole UK distribution rights. When I finished my degree we began selling a wider range of products to help protect against flooding, and also set up a consultancy arm as we became really well known for offering great advice.

How did you finance the growth of your business?

The company has never had any external investment. We were really lucky because neighbours had seen how well the product worked, and as a result, they wanted to purchase one. As soon as we launched, we were fortunate to have enough sales to springboard the business, and the company has grown organically from there.

What has been the most difficult or challenging part of growing your business?

The hardest part is that the sector is feast or famine - you can have a week when you need one hundred staff and the following week when you don’t need anyone. The challenge is trying to smooth that out, so you have enough cash flow to get you through the drier periods but also that you have the right staff when they are needed.

This is part of the reason why we have now expanded into wider environmental consulting issues, such as managing fire water or designing sitewide drainage plans. It means we can keep bringing in highly qualified staff because there is a steadier workflow for the team – which isn’t as reliant on the weather.

What has been the impact of the pandemic on your business and how have you dealt with this?

For us it was actually quite beneficial. The pandemic has prompted people to take risk a lot more seriously, such as environmental and climate risks including pests or heat. This has definitely worked in our favour and many insurance companies are now challenging businesses to do climate stress testing.

Another benefit for us was that previously we were all based in our head office in Nottingham, which meant that if we needed to go to Kent, for instance, it became really expensive. With flexible and remote working methods, we have been able to recruit from outside of our immediate area. We now have surveyors located in different locations around the country which has enabled us to be a lot more competitive on price – and reduce our carbon footprint.

What key lesson have you learnt about setting up and growing a business?

It is important to have faith and confidence in yourself because if you don’t believe in yourself then no-one else will.

What has been your biggest mistake?

Trying to do too much myself and not recruiting earlier. You need to do what you do best and bring in good people to help with everything else.

What has been the secret of your success so far?

Establishing credibility for the business. I am a Chartered Water and Environmental Manager as well as a civil engineer, and everything we have ever tried to do has always been to ensure that we are at the top of the industry, whether that is driving change and standards or delivering good customer service.

What advice would you give an entrepreneur just starting out about how to grow their business?

Do what you enjoy and are good at rather than thinking you can make a load of money from it. I started my business because I wanted to make a difference and was passionate about it – the money came later.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Determination.

How to network effectively

How to network effectively

Networking can be daunting, particularly as we are out of practise at meeting in person, but it can pay dividends for your business growth, says Laurel Alper, founder of Laurel Leaf Networking.

Here’s how to do it right, says Laurel.

1. Understand the importance of networking

Laurel says: “Our strapline is ‘telling is selling.’ If you don’t tell anyone what you do, how are you going to sell any of your services or products, especially if you are a small business and don’t have a large team behind you helping you? Thousands of pounds of business has taken place between our members.”

2. Remember that everyone else is there for the same reason

Laurel: “Networking is really about teamwork. Although you go along as an individual or representing your company, you should realise that everyone else is trying to do the same thing as you are – of connecting with people and engaging with them and adding value. So be friendly and positive and put your best smile on. You may not come away with a new client immediately because building authentic relationships takes time but you need to present yourself positively as everyone is there for the same reason.”

3. Learn how to do small talk

Laurel says: “You need to be able to small talk because you can’t just walk into a room and immediately start thrusting your business cards at people and expect to get results. Networking is all about building relationships and it takes time to get to know people. Start with swapping general personal information and then you might get onto what your business is. Don’t rocket launch your business cards at anybody.”

4. Follow up

Laurel says: “A lot of people will come to one of my networking events and then six months later they will send me an email asking if I can remember who they were talking to. Don’t do that – if you meet someone interesting, take their business card and then follow up afterwards to stay in touch, because even if you don’t need their services now, you may need them one day. You don’t even have to travel anywhere to meet them for a coffee; these days you can just meet on Zoom.”

She says that it is particularly important to keep hold of business cards these days: “If someone has given you a business card which has an email address on it, they are giving you GDPR consent to contact them. As a networking organiser these days I can’t give out email addresses like I may have been able to a few years ago.”

5. Don’t expect instant results

Laurel says: “Networking is all about building genuine relationships and that can take time. It is a bit like a romantic relationship in the sense that you might have a good feeling about someone but you may not want to tell them that you want to marry them straight away; you need to build up trust and create a genuine relationship over time.”

6. Realise that it is a two-way process

Laurel says: “Networking is not a one-way street. Instead of only thinking about how they can help you, you also need to be thinking about how you can also help them. It is about trying to help one another and adding value for them too.”

7. Practise first

Laurel says: “If you are asked to do a one-minute pitch about your business at a networking event, practise doing it in front of the mirror first and look at your facial expressions. Do you look smiley and welcoming? In your pitch you need to tell people what you are looking for and what businesses you would like to meet, because all the other people in the room will hear that and think yes I might be able to help. Practise definitely makes perfect.”

8. Choose the right networking event for you

Laurel says: “Have a look at different networking groups taking place in your area and see which ones appeal to you. Do some due diligence and phone up and speak to the organisers. Find out which kind of businesses go along, which demographic they address, whether the networking event is local or whether it services the whole of the UK. And find one with a style that suits you - some networking groups are very regimented so if you don’t want to get up early in the morning or go every week then find a more informal one.”

Three things that SME leaders can do right now

1. Attend a networking event!

2. Reassess how you attract new customers including how your website appears to potential customers.

3. Add value and engage on social media, relevant Facebook groups are a great way to do this.

Laurel Alper is the founder of Laurel Leaf Networking which runs networking groups and a business directory for SMEs.

Digby Vollrath, Feast It

Digby Vollrath, Feast It

People are desperate to get back to creating happy memories at physical events, says Digby Vollrath, the co-Founder and CEO of Feast It, an online platform for planning events.

What does your business do?

Feast It is an online platform that brings together organisers and suppliers for events. It’s a two-sided marketplace – for the organiser we are trying to create a platform that makes it incredibly easy for them to plan the perfect event by enabling them to find and book the best suppliers, whilst for suppliers we are creating a platform that lets them find the kind of users they want and get booked easily.

What was the inspiration for it?

I worked in events and festivals for ten years and realised the major pain point for people organising events was the lack of a digital platform. The travel industry and other sectors had evolved and made it easy to find phenomenal small independent suppliers, but the events sector had remained this space hidden behind a paywall; you had to use expensive professional planners or find yourself locked out of finding out the best suppliers. I wanted to create a platform that democratised the process for the consumer whilst at the same time giving the suppliers a tool to acquire customers.

How did you finance the growth of your business?

My co-founder Hugo Campbell and I initially self-funded it with savings of £2000. We were 25 at the time so our cost of living was pretty minimal - we lived off Tesco meal deals. We managed to raise £250,000 from angel investors to get the product off the ground, mainly through cold-messaging every single person on LinkedIn who had the word investor in their name. That round financed the building of a basic platform and our first year of trading and six months later we raised a further £750,000 from angel investors. Six months after that we raised £1.7 million from a mixture of angel investors and VCs, including Sarah Willingham who was one of the dragons on Dragons’ Den.

What has been the impact of the pandemic on your business and how have you dealt with this?

When the pandemic hit we saw a 97% drop in sales in the space of 24 hours. We had been on track for our first £1 million sales month, but instead we had our first £1 million month of cancellations. However, we were really fortunate that we had great investors who backed us through it and managed to raise a fresh round of funding from our existing investors within the first seven days of lockdown. We used this to invest in building a better company than the one we had before, looking at every part of our business and saying, ‘ok, what are we rubbish at, and what is the stuff we dreamed of doing.’

Since the easing of lockdown, we have seen a huge wave of demand from people desperate to start returning to physical events again and we are now outperforming our sales pre-pandemic.

What has been the most difficult or challenging part of growing your business?

Finding brilliant people and then knowing when to give them more autonomy and responsibility. We’re lucky enough to have an amazing team, but this has been the biggest challenge since day one and I think it will still be the biggest challenge two years from now.

What key lesson have you learnt about setting up and growing a business?

That it’s important not to let yourself get distracted from what you want to do by what other people are up to, particularly by what they portray on social media. Your business is unique and will face unique challenges and you shouldn’t place it in competition to what anyone else is doing, particularly when it’s nearly always portrayed through rose-tinted glasses.

What has been your biggest mistake?

There are definitely aspects of hiring that we got wrong and we could have sought more advice around this, particularly in the early stages of the business. We possibly should have gone out and added more senior people to the team earlier than we did and I definitely wish we had hired a Head of People in the first wave of hiring.

What has been the secret of your success so far?

The thing we have really got right is there is a need for our product; people definitely want to use what we are building.

What advice would you give an entrepreneur just starting out about how to grow their business?

There is an incredibly supportive business community out there to help you and it’s more accessible than you think. Be very careful who you pay for advice - there are a lot of people who just genuinely love helping entrepreneurs on their journey and will give you free advice.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Resilience.

How does it feel to have been chosen as an SME Leader?

External validation always feels great. It makes everything you’re doing feel worthwhile and I couldn’t be happier to be on this list.

How to create diversity of thought

How to create diversity of thought

Groupthink is a trap and businesses do far better when there is diversity of thought, says Neil Bradbrook, managing director of Ahead Business Consulting.

When it comes to running a business, nothing is more important than diversity of thought, says Neil Bradbrook. No matter how good a leader you think you are, it is the team you assemble around you that will help you succeed. Here’s how:

1. Realise there are more questions than answers

We might have to make the decisions, but we do not have all the answers, which is why it is so important that we listen to the team around us. Only when we hear the suggestions they are making and the solutions they are coming up with can we make a truly informed choice.

2. Understand there is unity in diversity

Taking on board views that differ widely from your own can be a challenge but looking at a problem from every possible angle is the way to find the best solutions. That means surrounding yourself with people from as many different backgrounds as possible rather than hiring in your own image. That takes a conscious effort - we have all heard of unconscious bias - and so self-awareness is key. The best senior managers are the ones that realise they might not be doing everything right.

3. Learn how to listen

A good manager should always be prepared to change their mind when presented with views that differ from their own. That is why listening is so important. Listen to what your employees have to say, listen to your customers, take advice. You do not have to act on everything but listen - and listen well - before making that call.

4. Love the ones you’re with

Trying to force people into your own mould will never work; embracing them as they are and seeking out the value they can bring, will. That can be difficult. Some team members can struggle to engage in a way you understand. They are the ones you have to invest even greater effort into listening to, because only by accepting that everyone can be part of the team will you have a truly inclusive organisation.

5. Reach out and touch

If you do not try to show you are genuinely inclusive there are some people you are going to turn off. You will be the loser in that situation because you will be missing the opportunity to find out what they could add. Some managers find it hard to empower the individuals in their team. That is understandable: few people are given the training they need to take on a management position, with most being promoted simply because they excelled in the role they were already in. If you are not sure how, don’t ignore the problem, but seek help or coaching to improve your skill, so you know how to engage all your people.

6. It’s not all about you

Without being told otherwise, it is easy to fall into the trap of thinking that with power comes responsibility and with responsibility comes the need to make all decisions alone. But no one person can be right all the time, so don’t fall into the trap of thinking you are. If team members feel they understand your organisation’s vision and their role within it - and that they have the autonomy and opportunity to contribute and make a difference – they will help solve your problems for you.

7. One plus one equals three

We are social animals who like to interact and do things together. If you can create a working environment where people enjoy what they do and feel empowered to air their views, that is to everyone’s benefit. If you are all pulling in the same direction, and everyone knows what the effort is being put in for, it will be so much more effective than if you just have one or two people doing it. I have always been a firm believer that the power of the team is far greater than the sum of its parts; if you get the team right, collectively you will be so much stronger than each of you on your own.

Neil’s Top Tips

1. Never think you know it all and don’t need help – the day you think this is the day you are doomed to failure

2. Don’t recruit people like you, tempting as it is – actively recruit those who are different

3. The most important skill for a successful leader is the ability to truly listen

Neil Bradbrook is managing director of Ahead Business Consulting and a Fellow of the Institute of Leadership & Management.

Emily Rae, Finance Partner at Fletcher Priest Architects

Emily Rae, Finance Partner at Fletcher Priest Architects

Finance Directors can play a key role in growing an SME says Emily Rae, Finance Partner at Fletcher Priest Architects, an architecture business in London which employs 120 people.

As the Finance Director of an entrepreneurial SME, what does your job entail?

As well as the Finance role, I also have responsibility for the other support functions in the business, such as HR, legal and office administration. It’s very much an operational role and a broad role, and I think that is true of most finance directors in SMEs. That is where the value lies, because you are picking up functions across the business that the other directors were managing in addition to their main role and making it a focus and making it work. You have got to get under the skin of how the business works and what makes it tick so that you can get involved across the board.

What are the ideal characteristics of a Finance Director in an entrepreneurial business?

A finance director in this environment needs to be measured, and needs to be firm but fair. It’s likely that you will be introducing or enhancing a new framework and new policies to the business that were previously handled on an ad hoc basis and it is very important that you are equal handed and consistent in how you introduce and operate these measures.

When you work in an entrepreneurial environment, new ideas, new challenges and new initiatives will come up on a regular basis. As the Finance Director you are often required to be the voice of reason and the person who challenges the practicality, desirability and consequences of such proposals.

What role does a Finance Director play in a growing business?

As the Finance partner I am one of the few people who is uniquely able to have a broad overview of the business. The role requires me to be involved at some level with every aspect of the business and this overview allows me to understand the different needs, priorities and motivations across the different areas of the business and to balance these and when needed to broker a solution if there are conflicting requirements.

When a business is looking to expand it’s vital that the finance director be involved in analysing, questioning and researching the options be it opening a new office, diversifying the business offering or making strategic senior hires.

I am also involved in the wider industry. I am Chairman of the Architects Financial Management Group, an industry group which meets every quarter to discuss common issues that we, as finance and operational heads of architectural businesses, are encountering. It’s an incredibly useful source of support and information and on a confidential basis can be fed back into the business to help inform how we manage the business. For instance, personal indemnity insurance is a huge issue for the industry at the moment and something we have discussed many times within the group.

How would you describe the ideal relationship between the CFO and the CEO of the business?

The relationship between the CFO and CEO is key. The most important thing is for there to be mutual trust and respect. You have to be able to be completely open and honest with one another and for each to be able to constructively challenge the other.

How can smaller businesses access the benefits of a CFO?

A small business can still benefit from working with a finance director and doesn’t necessarily have to commit to a full time or permanent role. There is a halfway house option because there are lots of very experienced people who do this on a consultancy basis. I used to be a consultant myself and worked for several very small companies a few days a month or as they needed. For a smaller business, I think this is quite a good way of putting your toe in the water and seeing what you could get out of it.

A good finance professional can introduce some rigour around reporting on and managing your financial performance which can help owners to identify how the business is developing and where the strengths and weaknesses lie. As most finance professionals from an SME background are “all rounders” you can also benefit from their advice on other aspects of the business (HR, insurance, legal, property issues etc) which comes back to the role being very much a broad operational one and not just a strictly financial one.

How to get the legal stuff right

How to get the legal stuff right

Getting the legal foundations in place can save you time, headaches and money - and help your business grow faster, says Laura Brunnen, former City lawyer and founder of The Legal Strategist, a legal consultancy for small businesses.

Putting the right legal framework in place at the start may sound like hard work, but it will protect your business and reap dividends later, says Laura Brunnen.

“People ignore addressing the legal stuff because they think it is difficult and because they don’t want to spend money on it. But we are not an emergency service to bring in when the house is burning down; we are more like an architect to help you build and shape the business. When legal things go wrong in a business they can be really distracting and take up a lot of time energy and money. It is easier to get it right from the beginning than to try and patchwork quilt it together later.”

She adds: “It doesn’t have to cost a fortune. A lot of lawyers, me included, will work on a fixed fee basis and offer you a free initial chat before you hire them when you can talk about what you need and how much the fee will be.”

Here are her suggestions of what to consider:

1. Get your business structure right

Laura says: “You can set up as a sole trader in the beginning if you are not in a very high risk business sector and protect yourself through insurance policies and proper terms and conditions of business, but if you are in a more high risk sector and want to take on employees, you should set up a company to limit your liability most effectively. It is very easy to set one up and is not as expensive as people think. Given the recently announced increase in dividend tax, LLPs may be worth looking into as well. If you set up a company or LLP, unless you have got business premises that you can use as the registered address for your company, use either your accountants address to set up your company or an incorporation agent to keep your home address off the public record.”

2. Make sure you own the names you use

Laura says: “The assets of your business include brand names and trading names, so make sure that you actually own them. A lot of people use a trading name or have names for their products so make sure you get a trademark registered for these so you have ownership of that asset. If you don’t own the trademark then it is harder to stop another business using it and your reputation may suffer. It only costs £170 and will be money well spent.”

3. Be clear about how you are hiring people

Laura says: “When you hire people to work in your business you need to be really clear about whether they are a freelancer or an employee because there are legal implications for both. If they are a freelancer you need to make sure you have really robust terms and conditions about any intellectual property that is created which transfers to your business, because it doesn’t transfer automatically. And if you treat someone as a freelancer but they are actually an employee, you open up a whole can of worms and can find yourself liable for holiday pay, National Insurance and PAYE; it can get very expensive very quickly. So you need to be very clear from the outset and get advice if you are not sure. For both freelancers and employees you also need to make sure they sign non-compete and confidentially obligations because you don’t want to bring someone into your business who can just run off and replicate what you have done for themselves.”

4. Put clear terms and conditions for customers and suppliers in place

Laura says: “Terms and conditions set out clear expectations and clear boundaries for who is going to do what and what is going to happen in various circumstances. If you don’t have proper terms and conditions in place, your customers’ rights regarding your business increase quite dramatically if they are consumers. You need to state clearly what your policies are on cooling off periods and refunds, for example, so that you are protected if a customer has an issue.”

Three things that businesses can do right now

1. Review your business structure: is it fit for purpose?

2. Formalise all your business arrangements with written contracts and policies

3. Take steps to protect your intangible assets such as Intellectual Property and confidential information

Laura Brunnen is the Founder of The Legal Strategist.

How to differentiate your business from its competitors

How to differentiate your business from its competitors

There are several simple steps you can take to make your business stand out from the crowd, says Lidia Rumley, brand consultant and founder of The Brand Storyteller.

1. Be clear why your business exists and what its purpose is

Lidia says: “Create a brand story which captures the meaning behind your brand - your purpose, your passion, not just what you do but how and why you do it. It is no good just coming up with a set of branding buzzwords to put out to the world; you need to back that up with credible details that prove you are what you say you are. Look at it as the ‘about us’ section of your website - think about why you started the business and be clear what your mission, vision and values are. It could be that you have identified a great gap in the market, or that you want to change the way things are done.”

2. Give your brand a strong personality

Lidia says: “People want to know what to expect from your brand when they engage with it, so it is important to define a strong personality for your brand which will create an emotional connection with the people you want to reach. This is what helps to encourage people to stop scrolling, Googling or looking for further solutions.”

3. Identify your audience

Lidia says: “You need to understand who your audience is because you will not be able to communicate effectively if you don’t know who you are talking to. Don’t just broadcast about yourself to the world; communicate the problems that you solve for your customers. That is important because they need to recognise themselves when they land on your website or social media. They need to feel like, wow, this is speaking to me. If they feel like you are communicating with them in a way that resonates, they’ll be much more likely to buy from you.”

4. Be consistent in your communication

Lidia says: “It is really important to be consistent in what you say and how you say it. If you have previously been focused on talking about the quality of the shoes you sell and then you suddenly have a rant about something political on social media, for example, that will feel quite jarring for your customers. They may not make a conscious decision to interrogate why you were saying what you said, but if something feels off, they will instinctively jump away quickly because there are so many other brands calling for their attention. The problem with being inconsistent is it is then much harder to win those people back, because their lasting impression is that something wasn’t quite right and that breaks trust. Small businesses today have lots of ways to talk to their customers – through their website, social media, PR, email newsletters – but what is important is that you speak to them in a consistent way so that people develop trust in your brand. So don’t veer wildly in your messaging or in your tone of voice.”

5. Focus on amplifying what makes you different to your competitors rather than what you makes you similar

Lidia says: “Lots of businesses will try to be like another brand; they will look at The White Company, for example, and think I know, I will do something fantastically calm and minimalist and people will love it because it is very on-trend. But then it is very hard to separate your business from that. So always focus on what is different about you rather than what is the same if you want to stand out.”

6. Don’t obsess over what your competitors are doing

Lidia says: “It is important not to be blinkered and to have an idea of what others in your field are doing, but it is more important to put your time and effort into doing what you are doing well. If you can create the right messages that resonate with the right people for your brand, you don’t really need to worry about what somebody else is doing; there will be a place for you out there.”

7. Don’t be too aggressive

Lidia says: “If you try to suggest overtly that you are doing something better than your competitors, it can come across as being defensive. You can be the right fit with lots of different people; you don’t need to try and steal customers away from your competitors.”

8. Keep your messaging simple and repeat it several times

Lidia says: “Don’t try and tell people too many things; have a small series of messages that you reinforce time and time again because consumers don’t necessarily make a decision about something the first time they hear it, they need to warm into those decisions. So have a small number of messages and reinforce them on a regular basis so you can start to embed them into your customers minds.”

Three things that businesses can do right now

1. Get a big sheet of paper and start writing down anything that you think could be a part of your brand story; you can sift through and put it into a more cohesive order later

2. Think about who your customers are, what you are offering them and how they fit into your story

3. Focus on what makes you different rather than what makes you similar

Lidia Rumley is the founder of The Brand Storyteller.

Hugh Griffiths, Founder and CEO of Inzpire

Hugh Griffiths, Founder and CEO of Inzpire

Deeply understanding our customers and our market has been key to our success, says Hugh Griffiths, Co-founder and CEO of Inzpire, a defence business which provides safety-related equipment and advice to the military.

What was the inspiration for your business?

I spent more than 20 years in the RAF as a military aviator and experienced large defence companies providing equipment and services to the military as a customer. I thought there had to be a better way to do this because the people producing the equipment typically had no real understanding of the military operating environment. Also the people who were delivering training had often never actually been in the military so they didn’t really understand what they were talking about.

I thought there might be an opening for a company of ex-military people who had all this fantastic knowledge and experience of being at the sharp end and could deliver the services that were needed. We make devices such as simulators and navigation devices to help keep military personnel safe in dangerous areas, and we provide intelligence skills training and human performance training for RAF pilots and others. Our business has a turnover of around £30 million.

How did you finance the growth of your business?

I founded the business with two co-founders and between us we put in £300 to get started. As the business grew we initially funded it entirely with our own money through savings and loans. It slowly started to make money but the only reason it was stable was because the founders were not really paying themselves anything. We then sold a portion of the business to angel investors and when they exited the business we sold the company to a defence contractor in a staggered trade sale which was completed earlier this year. So I still run the company but I don’t own it anymore.

What has been the impact of the pandemic on your business and how have you dealt with this?

It has had virtually no impact on us. In fact last year we had our best ever year. The sort of things we are providing are needed whether or not there is a pandemic. However it did affect us being able to go out and do business development for our export customers, so I suspect there will be an impact this year because of not being able to do that last year.

What has been the most difficult or challenging part of growing your business?

Managing the impact of investors and owners on the business as it has gone through different stages of growth. There is a tension because investors want to sell the business within a timeline of 3-5 years and make money so they are always concerned about the short term profit, but as the founder and owner and someone who is immersed in the business you are always looking at the long term. Managing that tension to set the business up for success in the long term while still making short term profits has been the hardest thing. It is a constant challenge.

What key lesson have you learnt about setting up and growing a business?

If you are trying to grow a business, you just can’t do it on your own. You have to get other people to do it with you and for you. So the biggest lesson is to recruit great people and be clear about what you would like them to achieve. Then let them get on with it.

What has been your biggest mistake?

Not following my own instincts. On a couple of key issues I allowed myself to be persuaded by others and agreed to what they wanted and it turned out to be a mistake.

What has been the secret of your success so far?

We deeply understand our market. In our business 80% of us are ex-military and between us we have around 4000 years of frontline military experience. So we understand the environment really well.

What advice would you give an entrepreneur just starting out about how to grow their business?

Follow your instincts. Don’t allow yourself to be swayed by other people. And accept that growing a business is going to take a long time and involve lots of setbacks.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

​Vision.

How does it feel to have been chosen as an SME Leader?

I am flattered and delighted; it is lovely to be recognised.

Mark Gibson, Capito

Mark Gibson, Capito

Discovering that the business already had a great culture was one of the key reasons why he decided to join Scottish technology provider Capito, says its Managing Director Mark Gibson.

What does your business do?

We work with governments, health services, schools and businesses to deliver IT services, computing devices and software to end users such as students, patients and hospital staff. We have 55 employees and are headquartered in Livingston in Scotland.

What was the inspiration for you joining the business?

Capito has been operating since 1990 so is a well-established business with a pedigree and strong presence. I joined the business two years ago because I thought that its existing capability and reputation was a bit of a hidden gem. I also thought it had a great existing culture which fitted very well with how I work.

I was very attracted by Capito’s potential to continue on the journey and build upon those three decades of reputation for service excellence and delivery. We were already known in the field of End-User-Computing Deployments but I saw an opportunity to expand on the other service areas in Capito’s portfolio, such as Security, Managed Services, IT Recycling and Data Destruction, Cloud Migration, Collaboration Tools, and Business Continuity.

What has been the impact of the pandemic on your business and how have you dealt with this?

A week into the pandemic we decided to launch an initiative to help public sector and charitable organisations to work remotely. We realised that there was going to be a shortage of technology because everybody wanted to work from home and there wasn’t enough technology in the supply chain which was already challenged because of the chip shortages.

So we launched a call to action asking if anyone had legacy machines or older kit that were going unused. We got some fantastic donations from larger organisations so we took that technology, cleaned it up, repurposed it, and then gifted or loaned it to other organisations that needed it. This initiative helped public sector and charitable organisations in need, which in turn helped the most vulnerable in our community.

The pandemic has also allowed us to be more focused as a business. We have made sure that we are focused on where our core customers are, such as in government, health and education.

The challenge has been to keep innovating and maintaining the trust of our team and our partners because it is harder to communicate and understand people’s real motivations through video calls. However we actually beat our sales targets for the last two years and are very optimistic about this year.

What has been the most difficult or challenging part of growing your business?

Hiring at the moment is challenging because people are a lot more cautious than they were about moving jobs.

What key lesson have you learnt about setting up and growing a business?

Don’t expect success straight away and don’t try to do everything yourself. Hire the best people you can afford and then delegate and empower them, because there are only so many hours in the day.

What has been your biggest mistake?

I have been bitten by hiring mistakes in the past.

What has been the secret of your success so far?

I think I am authentic and pretty consistent, and I am an active communicator. Most people say I bring energy to the room, and as I have got older I have a confidence in my own decisions.

What advice would you give an entrepreneur just starting out about how to grow their business?

Learn how to sell, or find a channel that can sell for you, because you can have the best operation and the best product but if you can’t sell that to your customers then you are in trouble.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Energy.

How does it feel to have been chosen as an SME Leader?

I was thrilled to receive this recognition and see it as a testament to the hard work and dedication of the entire Capito team, as well as the support of my own family.

How to create a culture that drives growth

How to create a culture that drives growth

Creating the right culture in your business can have a huge impact on its ability to grow, says Annabelle Beckwith, founder of business coaching business Yara Journeys.

SME leaders need to be proactive in developing the right culture to allow their business to flourish, says Annabelle Beckwith.

She says: “A culture that supports your business growth isn’t something that happens by accident. It has to be created deliberately and consciously. Your business is going to have a culture anyway, whether you like it or not – the question is whether you as the business leader are in control of it or whether you leaving it to chance, which is incredibly risky.”

The benefits of getting it right can be huge, she says: “Getting the culture right can have a huge impact on your ability to grow your business. If anyone has ever worked in a toxic culture they will know how debilitating it is. Having a positive culture is not just the right and decent thing to do to have a pleasant working environment - it improves your businesses’ bottom line and makes you money.”

The first step is deciding what you want the culture to look like. That means thinking about how you would like your team to work, how you would like them to communicate and how you would like the working environment to feel.

Annabelle says: “Be specific about where are you now – and where you want to be. There will be things you are already doing that you will want to continue because it is working well for you and the team, and there will be other things where you think, we need to do that differently.”

She says a business culture is shaped around three key areas – the values of the business, its strategy and the human factors of the team.

The values of the business reflect what the business stands for, and they need to be realistic, she says. “It is critically important that leaders aren’t just going, let’s choose trust, integrity and collaboration, or whatever. You have to keep it real and absolutely genuine: people can spot ‘fake’ values, and they won’t be fooled. Having values that everyone knows and trust and can see to be real will support growth because it will give people consistency and stability.”

The strategy of your business reflects its growth plan and needs to be understood by everyone in the team, she says.

“It is important that your team knows what they are working towards. If they don’t know where the business is going, they can only ever operate on a transactional basis, by looking at the task list in front of them. People also need to understand what their individual contribution to the strategic objective is. Quite often the leader thinks everybody knows where they fit in, but if you actually ask people, they are not sure.”

The human factor reflects how the leader expects individuals to act in the workplace. “There needs to be consistent communication from the leader about what everyone should be doing and their behavioural approach to it…and why both are vital in driving the business forward. Let’s imagine a business leader has chosen to focus their team on innovation, collaboration, and personal accountability, for example. They’d need to distil it down into specific behaviours that they would expect to see an individual actually doing day by day.”

This needs to be backed up by specific ways to measure and reinforce the culture that you want to instil – for example a leader might choose to provide regular feedback to the team so they can take accountability for their actions, she says. “By offering feedback, you are saying this is what we want people to do in order to behave in a way which is congruent with our culture and our values.”

Annabelle says there are three critical elements to shifting the culture within a business. First, make sure that the change is being driven from the top. “Creating a culture that supports growth requires strong leadership. A culture doesn’t change simply by you saying that the culture is going to change. Sometimes it takes courage because it might mean making uncomfortable decisions or having uncomfortable conversations.”

Second, walk the talk. “The culture of the business is to a large extent a reflection of the leadership team. So if you are saying one thing and doing another, it is what you are doing that is the culture, not what you are saying.”

Third, allow time for a new culture to become embedded. She says: “It could take six months to a year for a small business to change its culture, depending on how far away they are from the positive future growth culture they have defined. The benefits are that you are creating an environment where you have a motivated team who are focused on growth and moving forward.”

Three things that SME leaders can do right now

1. Start to ask questions: what do I want the culture to be?

2. Involve your team: start to bring ‘culture’ into your everyday conversations – you will gather insights from the coal face of your business that you won’t be able to see from the top

3. Self-reflect: think how you might personally change your approach as you lead your business forward into a more growth focused culture

Annabelle Beckwith is the Founder of business coaching business Yara Journeys which provides services for SMEs and scale up entrepreneurs.

Dr Linda Harris, Spectrum Community Health

Dr Linda Harris, Spectrum Community Health

As a leader, don’t be afraid to show you are passionate about what you are doing, says Dr Linda Harris, Founder and CEO of Spectrum Community Health, a social enterprise healthcare business.

What does your business do?

We are a not-for-profit social enterprise which provides vulnerable people with sexual health services and drug and alcohol treatment.

What was the inspiration for your business?

I am a GP and after working in London’s East End and Wakefield in Yorkshire I developed a special interest in the management of addiction in primary care and started to work in prisons. I decided that it would be great to create an organisation which focused on improving the outcomes of those sections of the population that didn’t have a voice, so I started to build a band of healthcare professionals with those skills and capabilities.

The business was formed ten years ago following a government initiative called Right to Request which enabled groups of clinicians to approach their NHS organisations with a vision for doing things differently and hopefully better for certain populations.

We started out with a £7.5 million contract from the NHS and 100 staff, and now we have a turnover of £67 million and 900 staff across the north of England providing services in prison such as sexual health, drug and alcohol treatment.

How did you finance the growth of your business?

After being awarded our initial contract, we financed the business by responding to procurements and tenders. In the early stages we also received small grants from government agencies such as the Social Enterprise Fund.

What has been the impact of the pandemic on your business and how have you dealt with this?

The impact has been huge. About 80-90% of our business is now in prisons or secure and detained settings, which were locked down and affected by outbreaks of Covid. As a result we have got very weary tired staff now as we come out of this; like all parts of the NHS there are recruitment challenges and we do fear the loss of some of them. So we are developing a new strategy which will have a focus very much on the health and wellbeing of our staff.

As an organisation that focuses on people with vulnerabilities we also see huge opportunities as we come out of the pandemic as the government clearly wants to tackle health inequalities in this country that have been exposed by it.

What has been the most difficult or challenging part of growing your business?

We have had to grow from very humble beginnings and most of our growth has been through responding to tenders. In the early stages it was a challenge to make really strong bids that won because we were up against the private sector and also up against our NHS colleagues. However once we started to build a track record and began to understand our unique selling points, we were able to respond to tenders well and also establish some excellent strategic partnerships.

What key lesson have you learnt about setting up and growing a business?

That passion is infectious. I am always amazed by how much standing up in front of staff and expressing a vision evidencing that shared mindset, and doing it passionately, gets people on board. If you can match that passion with a really clear sense of purpose and then articulate that, even better.

What has been your biggest mistake?

Sometimes my passion runs away with me and I want to do something that requires a huge investment of energy. Invariably when that has happened we have got to a good place eventually but I look back sometimes and think, that probably took more investment than I perhaps bargained on. I sometimes don’t have my commercial head on enough.

What has been the secret of your success so far?

I am always blown away by the goodwill I have been able to draw on from the staff, whether they are front line or corporate. I have constantly had to ask people to do more than they thought they had in them, and yet I still see them going above and beyond and creating real innovation as a result for our patients and communities. Without those people, we wouldn’t have been able to achieve the success we have.

What advice would you give an entrepreneur just starting out about how to grow their business?

Don’t underestimate the time it will take; it will be huge, so prepare your family for that. My family were very kind and made sacrifices to enable me to put the investment in to building a business.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Tenacity.

How does it feel to have been chosen as an SME Leader?

It is nice to be part of a group of people who have done so many amazing things and are looking to make a difference. That is a real joy.

How to be an effective leader

How to be an effective leader

Anyone has the potential to become an effective leader but you need to go about it in the right way in order to get the best results, says empowerment coach Nicola Harker.

Here’s how to do it right:

1. Manage your inner critic

Nicola says: “In order to be an effective leader you have to start from within. That involves building the skills of self-compassion and managing your own fear and internal emotional landscape. Many leaders operate from a place of fear because they have a voice running in the background saying, they are going to notice that I’m not good enough, I shouldn’t be in this role. But if we are feeling self-critical we tend to be critical of other people, and if we are self-judgemental, we tend to be judgemental of other people. Judgement is important but being judgemental is less helpful. So you need to learn to manage that.”

She adds: “Many people feel quite resistant to the idea of self-compassion because it feels like a weakness or being too soft and unmotivated. But you need to take some time to find strategies to manage your fear and your inner critic. Interestingly, research has shown that the skills of self-compassion tend to make people more resilient and motivated, not less.”

2. Share your vision with your team

Nicola says: “To be an effective strategic leader, you have to be clear about your direction of travel and what you are trying to achieve, so that people understand where you are focussing your energy. Often we communicate thinking it is all completely clear but other people don’t understand what we are talking about and they are trying desperately to please you and to do the right thing. So take that step to clarify that they do understand what your goals are and what success would look like. When you are having a conversation with a new team member ask them to tell you what they understand by what you have been asking them to do. Taking that time to build that clarity is so important.”

3. Be curious and start listening to your team

Nicola says: “To be a good leader you need to have curiosity; you need to be looking to develop the people around you rather than doing everything yourself; you need to develop the skills of deep listening and asking open questions, and not feeling like you have to know all the answers yourself.”

She adds: “When we ask questions we tend to have often already prepared an answer in our own minds. But if you practise really listening and opening up the dialogue with your team, you will inspire their thoughts and through that comes creativity and action.”

4. Take the time to develop the people within your team

Nicola says: “When you see what needs to be done, it is very easy to find yourself thinking, ‘oh I will just do it myself’. Delegation when you are under pressure can be difficult, but as a leader you need to look at how you can grow the strengths and qualities of your team, rather than being critical of people for not being able to do things well. As a leader one of your biggest roles is to be able to see what your team needs and how you can help them develop in a way that allows everyone to be more successful and effective.”

5. Recruit carefully

Nicola says: “If you have been a sole trader and you are starting to take other people on, be prepared to share your mission and look to take on people who share the same values as you. Often what happens is that an entrepreneur starts to feel overwhelmed and overworked and they look for the solution by taking someone on without remembering the values that are intrinsic to them but which may not be obvious to someone else. One really helpful phrase is, ‘what would success look like to you?’”

6. Make the most of the situation we are currently in

Nicola says: “Home working, blended working or returning back to the office bring up challenges but this is really good opportunity to look at what is working well and what is not, where your team is more productive, and where can you make some conscious adjustments.”

Three things that you can do right now

1. Start with yourself and take some time to find strategies to manage your fear and your inner critic

2. Practise listening to your team

3. Work on your clarity. To be a strategic leader, you have to be clear about your direction of travel and what you are trying to achieve

Nicola Harker is a women’s empowerment coach at www.nicolaharkercoaching.com.

How to develop your team

How to develop your team

No matter how busy you and your business are, it is important to make time to train and develop your team, says leadership coach Lauren Paton, founder of Unleashed Coaching + Reprogramming

Developing your team is a key part of growing a successful business, says leadership coach Lauren Paton. Here how to do it:

1. Make training and development a priority

Lauren says: “Training and development is essential, but it is quite often overlooked and deprioritised. But if you want to retain good people it is important that you enable them to build their skills. People want to have challenges and to work on projects that enable them to be stretched, but they don’t want to feel like they are dropped in at the deep end. A lot of people are resigning from their job at the moment and one of the key reasons they are giving for this is that they aren’t getting enough training and development. People who are supported and developed in an environment where they are cared about are going to stay for longer.”

She adds: “With smaller businesses in particular, in the early days you may not be able to afford people who are already at a senior level, which makes it even more important that you focus on developing the people you do have.”

2. See it as a benefit not a cost

Lauren says: “Training your employees enables you to build teams that are going to be highly productive. If you can build a culture that trains and develops people, you are going to have really high performing people who are happy and thriving - and that will help you grow your business.”

3. Be clear about your vision for your business

Lauren says: “Get clear on your vision for the business, your values and your culture, in order to understand what’s most important for building successful teams in your business. If you know where you want your business to go, and you know who you want your people to be, that makes it easier for you to make sure that you are supporting them in the right direction.”

4. Create a proper structure for training and development

Lauren says: “It is essential for everyone to have a development plan which provides them with a clear path to promotion. Be very clear about what skills and experience people need to have and what evidence they need to provide in order to get to the next level. If you want someone to be leading a team in the next 12 months, for example, show them what skills they need to get them to that point, then help them develop those skills.”

5. Focus on a person’s strengths

Lauren says: “Double down on strengths, not weaknesses. You’ll get far more out of someone by allowing them to focus on what they’re great at, versus the same time spent improving weaknesses. And recognise and develop the individual strengths of your team members, rather than looking for them to fit into a predefined mould.”

6. Realise that it doesn’t need to cost a lot of money

Lauren says: “You don’t need to invest in really expensive training packages or coaches. You can be smart about it by looking at well-priced online courses, or helping them find them mentors who can support them in development areas.”

7. Involve your team

Lauren says: “Allow a space for people to share and actively listen when they provide feedback. Be open to people saying where they need training and on good ways for them to get this training. People need to be able to say, I don’t feel I am strong enough in this area, I need some additional support, without that being seen as a bad thing. People saying I want to be better at this should be celebrated.”

8. Set a good example

Lauren says: “Make sure you are also training and developing yourself. You need to have it baked into the culture that this is something that is really important for all of you and it starts from the top.”

9. Make sure you include training for leadership roles

Lauren says: “Leadership skills should be part of everyone’s development. If someone is promoted to lead a team and they haven’t had leadership skills built into their development over time, they could be completely out of their depth. It is important to build that up as a skill set for everybody from the beginning to set them and their teams up for success.”

Three things that business leaders can do right now

1. Set out your vision, values and culture for the business to help you understand what you need from the people working in it

2. Assess how well you are doing against those things and identify where the gaps are

3. Start putting plans together which enable you to fill those gaps

Lauren Paton is the founder of Unleashed Coaching + Reprogramming. She is a leadership coach and accredited energy psychology practitioner working with individuals and organisations to retain, develop, and attract world-class talent.

Avin Rabheru, Housekeep

Avin Rabheru, Housekeep

Finding the right people for the right stage of the journey has been key to the success of Housekeep, an online home services platform, says its founder Avin Rabheru.

What does your business do?

Housekeep is an online home services platform, that specialises in connecting households with trusted cleaners in their local area. We’ve got around 2000 cleaning contractors using our platform and have delivered about 1.5 million house cleans so far. We’re now steadily expanding into tradespeople services, including plumbing, gardening and electrical work, and we’re opening new geographies across the UK. We’ve built a head office team of 45 employees to help us deliver this growth.

What was the inspiration for your business?

I spent most of my career in venture capital, investing in young growing companies across the UK and Nordics. I got to the point where I knew I wanted to do my own thing. I wasn’t an expert in home services, but I was looking for big markets with fragmented supply bases. When I was researching industries it was clear that there were plenty of profitable local businesses delivering home services. But no-one had seriously invested in scalable technology to lead these markets. That’s when the idea for Housekeep was born.

What has been the most difficult or challenging part of growing your business?

Hiring the right people for the right roles at the right time. If you listen to people in Silicon Valley, you’ll sometimes hear phrases like: “just hire the best people”. And that’s great - but when you have no revenue and no customers, you probably can’t hire Steve Jobs. So it’s about finding the right people for the right stage of your company. When I started, I thought I would set up a team and say: “job done”. But as a leader you’ve got to keep growing, evolving and adapting your team for different circumstances.

How did you finance the growth of your business?

I invested £5000 of my own money to get Housekeep off the ground. Since then, we’ve closed a couple of funding rounds and raised £1 million in total.

What has been the impact of the pandemic on your business and how have you dealt with this?

Initially, it was very difficult - there was a lot of uncertainty around what was and wasn’t allowed to happen in people’s homes, and whether cleaners could even travel to work. But we used this time to reshape the business and look at where we are trying to get to. We were a single service, single geography business: home cleaning in London. But we knew that in five to ten years we wanted to be a multi-service and multi-geography business. So we started experimenting with opening new geographies and launching new services. Our success in these areas has meant that we now have a healthier business, that’s much more diverse and much more stable. So although the pandemic was difficult at first, we’re really pleased with how we reacted, and the progress we’ve made.

What key lesson have you learnt about setting up and growing a business?

Find something that you really care about and really want to work on. Because it’s going to be harder than anything else you do. You’ve got to really want to do it - so dig deep and find that motivation, or don’t do it at all.

What has been the secret of your success so far?

Having a relentless execution focus. Housekeep is not doing something inherently new – if you searched for cleaners in our office postcode, you’d find 153 cleaning companies. There’s nothing radical about booking a cleaner, or working as a cleaner. But we have taken that experience and made it that little bit better. As a result, we’ve created something that users on both sides of the market really want. That’s what sets us apart.

What advice would you give an entrepreneur just starting out about how to grow their business?

Think about the market problem you’re trying to solve. Make sure it’s what users want and what they’re willing to pay for. Don’t spend two years building something before testing it with a real user - get it into the hands of real people as quickly as you can, and make sure they’re prepared to buy it at a price where you can make money. If you can’t do that, then you’re never going to get off the ground.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Grit

How does it feel to have been chosen as an SME Leader?

It’s great for the team to have external validation that what we’re doing here at Housekeep is special.

How to recruit well

How to recruit well

Recruiting the right people to your team will make an enormous difference to your ability to grow your business, says inclusive leadership specialist and former recruiter Jackie Handy.

The recruitment process should not be an afterthought for business leaders; it is an essential element to creating a successful business, says Jackie Handy. She says: “If you want business growth then you have got to have the right people in the right positions. It is as simple as that.”

Here’s her advice on how to do it:

1. Decide who you actually need

Jackie says: “What skills and qualifications are an absolute necessity, and which are obsolete and not essential for the role? Do you really require people to have a degree, for example, and if so why, what is important about having one – and who is that going to prevent from applying? Are you open to considering older - or younger - candidates, neuro-diverse, disabled, or transgender candidates? And if not, why not? Is your environment not as inclusive as you think, or do you simply rely on the ‘carbon copy of the last person’ approach, or both?”

2. Consider the benefits you are offering

Jackie says: “According to leading job sites, twice as many applicants will apply for a role offering flexible working or WFH options. The promise of beer fridges and pool tables are quickly becoming outdated and aren’t inclusive. Whereas healthcare support, home tech set up, inclusion groups and ‘green’ initiatives are much more attractive to jobseekers today, especially millennials and Gen Z.”

3. Watch your words

It is important to choose your words carefully in your job advert to avoid inadvertently targeting (or excluding) a particular kind of person. Jackie says: “Words such as active, competitive, dominate, decisive, fearless and objective are often considered to be masculine, whereas words like community, dependable, responsible, committed, empathetic and supportive are regarded as more feminine. So mix up your language to create a gender neutral advert and ensure a truly diverse mix of applicants. And stop using annoying buzz words – ninja, superstar, guru are terms that are off-putting for many and will discourage some from applying.”

4. Make sure your business will deliver on its promises

Jackie says: “Consider what your organisational values are and how your company brings them to life. What long-term progression opportunities are there? Do the promises you make on your adverts and website really match the reality within your organisation? If not, you are setting yourself up for high staff turnover and lack of employee engagement.”

5. Start thinking in a different way

Jackie says: “There is a difference between culture fit and culture add. When people recruit, they often say they are looking for someone who is going to be a good fit, which indicates, consciously or otherwise, that they are looking for sameness. Whereas if they look for culture add, they are considering who they are as an organisation and why they exist. Doing this allows you to start to mould and shape the interview process to be better reflective of that and attract people who complement the organisation.”

6. Make sure your interview process is fit for purpose

Jackie says: “Make sure you are offering an inclusive and equitable interviewing process. Competency-based interviewing, in which people are asked to give examples of when they have demonstrated certain competencies, can be useful, but is certainly not the only way to evaluate skills. Get creative by introducing value-based interviewing, assessments, projects or job shadow days as alternative ways to evaluate candidates. Recognise that there are plenty of people who are brilliant at what they do but crumble at interviews, so explore new ways to help applicants get the best from the process.”

7. Be prepared to put the effort in

Jackie says: “Hiring the right people is a crucial part of a business leader’s role, because they can make or break your organisation, and yet many people see it as a kind of afterthought. Hiring great talent is one of the most fundamental elements of successful business growth and if you want to innovate, get creative and grow beyond your competition, you need to think broader, widen your search pool and be more proactive in sourcing talent.”

8. Realise that the process doesn’t end with the acceptance letter

Jackie says: “The recruitment process is really just the tip of the iceberg - the real work begins when the new recruit joins your business. Much of the candidate’s success in the role is down to the speed it takes them to get productive, so make sure they have everything they need. Simple things such as system log-ins and technical support, as well as structured training and induction programmes will all help them feel welcomed and supported.”

Three things that business leaders can do right now

1. Look at the gaps in your organisation and what kind of skills you need to fill them. Resist the urge to seek a ‘carbon copy’ of the last person you hired.

2. Train your managers in how to induct and develop new people joining the team. Recruitment is a long term investment and you have a responsibility to ensure your managers coach and support new hires, to get them up to speed quickly.

3. Provide detailed feedback to unsuccessful candidates. It will not only help them improve the way they present themselves in future, but it will also leave them with a positive association of your brand.

Jackie Handy (www.jackiehandy.com) is an inclusive leadership specialist.

How to see the bigger picture

How to see the bigger picture

It is vital to take the time to regularly step out of your business so you can work on it as well as in it, because that will enable your business to grow, says business mentor and entrepreneur Emma Warren.

Taking time out from your business will enable you to see the bigger picture and focus on the vision you have for it, says Emma Warren. Just as importantly, it will also enable you to manage the growth of the business better.

She says: “Entrepreneurs are phenomenal at having ideas but one of the problems of being an entrepreneur in a growing business is they keep chucking ideas in before the business can cope with it. What stepping out of the business forces you to do is to think carefully about those ideas and then bring them into the business in a way that it can cope with them, so your business can develop. It also stops the entrepreneur from burning out because if they don’t get some time to work on the ideas they have, the day-to-day routine of running the business can really become a drain. It helps them realise that they can take time out for a reset and the business won’t just stop.”

She adds: “You need to start thinking about this right from the start. Growing a business is a bit like raising a child – they go through different phases. The tendency as an entrepreneur is to get so embedded in getting things to happen that you miss the fact the business is growing and needs to grow into the next phase, whether that is in terms of structure or new products or new sectors. You become too busy doing and not busy enough seeking. So you need to make this a conscious thing, and do it regularly.”

This is how to do it:

1. Clear time in your diary

Emma says: “Book time in your diary at least once every three months to work on your business. You might choose to put aside a day or half a day once a quarter, or you might prefer to book two hours in a morning once a month. It has to work as a natural pattern for you because then you will do it. But you need to schedule it and it needs to be sacrosanct.”

2. Get away physically

Emma says: “It is important to take yourself physically out of the business and away from the building where you work. Don’t just say I am going to shut my office door for a day, because the phone will ring and people will come in. You need to go somewhere else to reset your mind and get out of the rush mentality. So take a walk, go to a coffee shop, go for a swim – something to slow your brain down to make space for the thinking.”

3. Start delegating the day-to-day functions in your business

Emma says: “A lot of entrepreneurs get stuck in the detail and that stops them getting out of the business. It is easy to believe that nothing can happen without you being there, but you should be constantly looking at what you can delegate or automate to make space for you to step out of the business.”

4. Do some preparation

Emma says: “As you get ideas when they are going about their business, write them down in a notebook and don’t get distracted by them. Then when you are taking this time out from the business, get that notebook out because it will give you some ideas to get you started.”

5. Look around you

Emma says: “When you are taking this time away from the business, don’t just look at what you are doing; have a look at what is going on around you, at what is happening in other sectors.”

6. Keep it small

Emma says: “It is really difficult to vision by committee. I have seen entrepreneurs try to involve everybody in this. But this is a small team thing - it should be just you and maybe one other person to set the path and direction. When you then start fleshing out how it should happen, that is the time when other people can get involved.”

Three things that you can do right now

1. Book the time out in the diary at the beginning of the year

2. Commit to it

3. Understand that this will make a difference – it is probably the most valuable thing that you will do in your business

Emma Warren (www.emmawarren.co.uk) is a business mentor and entrepreneur.

Mike Asher, Better2Know

Mike Asher, Better2Know

A pivot to providing Covid testing services has transformed the fortunes of Better2Know, a disease testing provider which has quadrupled in size during the pandemic, says Co-Founder, Chairman and CEO Mike Asher.

What was the inspiration for your business?

I was running a healthcare company in Newcastle upon Tyne and had a chat with my finance director Anthea Morris about what we wanted to do in the future. I had worked in medical diagnostics for 30 years and we identified sexual health as a specific field that was under-served but experiencing a growth in need. Sexually transmitted infections are a very real problem in both the developed and developing world but because of the stigma and social views around it, it is not prioritised by many healthcare organisations. We felt there was an opportunity there and set up Better2know in 2011. We now provide testing services in 20 countries around the world in partnership with 4000 clinics and the business has a turnover of more than £15 million and employs 80 staff around world.

How did you finance the growth of your business?

All of the growth has been financed internally.

What has been the impact of the pandemic on your business and how have you dealt with this?

Covid has had a dramatic impact on our business. Right at the start we could see that the pandemic would impact our sexual health business because people would not be able to get out and about and meet up, so we called all the staff in and put them on notice of redundancy because we were concerned about the potentially negative impact the pandemic could have on the business.

But I instantly realised what we had to do. We launched our first Covid test the next day and by the end of that week it was all hands to the pump because we couldn’t keep up with the demand. We were one of the first companies to provide PCR tests and then Covid antibody tests, and by March 2020 we were already shipping hundreds of kits a day. That increased to several thousand kits a day and we have now expanded our Covid testing services to include Spain, South Africa and Kenya. We hope to keep expanding our Covid testing services in other areas over the coming months and plan to launch a new range of wellness tests as well.

We have been able to capitalise on the opportunity the pandemic provided and turn what looked like potential disaster into an enormous success.

What has been the most difficult or challenging part of growing your business?

Finding good people to undertake the roles that we need them to fulfil.

What key lesson have you learnt about setting up and growing a business?

Never give up; remain optimistic and you will get there in the end.

What has been your biggest mistake?

Not setting up my own health care business earlier.

What has been the secret of your success so far?

Having a good idea and then having the sense to surround myself with the best people I can find to help me execute that idea.

What advice would you give an entrepreneur just starting out about how to grow their business?

Be confident, be bold, take risks.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Self-belief.

How does it feel to have been chosen as an SME Leader?

I am very proud of my team and of the business that we have built and to receive an honour such as this is great moment for me and for our company.

How to use your time better

How to use your time better

Squeezing more out your day will help your business grow faster, says Lucinda Bray, a business mentor and founder of Future Simple, an online software business which helps business owners manage their time better.

Here are her suggestions of how to do it right:

1. Find your focus

Lucinda says: “Identity six key priorities for your business and focus all your efforts on them over a 90-day period. By focusing on the key points that are going to make a difference to your business, you can grow a lot quicker.”

2. Do the thing that you least want to do first

Lucinda says: “The things that you avoid doing can make you feel drained because every day you look at your to do list and you have still not done them. It is usually something quite important that you keep putting off, such as ringing HMRC because you know you are going to have to spend a long time on hold and then talking to them about something you don’t want to. But the longer you leave it, the worse the feeling of dread gets. If you can get that one thing done and out of the way first, you will have so much more energy and attention to give to all the other things you need to do, because you are not constantly thinking about it in the back of your mind.”

3. Discover your optimum way of working and own it

Lucinda says: “Not all of us are early birds and not all of us are night owls. The key is to work out which works for you and then stick to it. Some people find that they can get loads of admin done in the morning but if they schedule a meeting in the morning that is the rest of the day wasted because it puts them in a different headspace. Think over the days when you felt like you didn’t get anything done - you will probably be able to identify what triggered that. If someone wants to schedule a meeting with you in the morning when you know that is your best time for getting through your ‘to do’ list, just say I’m sorry, I’m only available in the afternoons. You need to set that in place and say this is how I am going to work.”

4. Be ruthless with your ‘To do’ list

Lucinda says: “Decide what is going to make a real difference to your business because there are always millions of things you could be doing. People think they need to be on social media all the time, for example, but no-one is going to miss you for a day or two. If you need to make a sale this month, what is really going to make that sale? Ask yourself – is this a priority, does this align to your objectives this month and it is going to make a difference, or is it something that you can do another time.”

5. Avoid getting distracted

Lucinda says: “Most entrepreneurs have ‘shiny object’ syndrome - they see new opportunities and want to immediately explore them. But if you are constantly breaking off to chase new ideas it can derail your original plan, or just give you extra work. If you want to explore a new idea, write it down rather than doing it straight away. Then you can come back to it later and assess if it is something you still want to do.”

6. Consider designating different days for different things

Lucinda says: “Entrepreneurs have got all of these different hats on, so consider doing different kinds of tasks on different days – maybe marketing on a Monday and meetings with prospective buyers on a Tuesday. Then you can be in the right headspace to do those things without getting derailed.”

7. Take regular short breaks

Lucinda says: “Be kind to yourself and let yourself breathe. For me the best one is to go for a walk and get fresh air. If you start to feel like you don’t have got enough time in the day, taking time out to go for a walk feels like the last thing you should be doing, but even if it is just a 5-10 min walk it gives you so much more energy and leaves you refreshed to actually get on with your tasks instead of feeling bogged down by it all.”

Three things that you can do right now

1. Do the thing that you least want to do first

2. Understand your optimum way of working and own it

3. Be ruthless with your to do list

Lucinda Bray is the founder of Future Simple (www.futuresimple.io), an online software business which helps business owners manage their time better.

Tim Smeaton, Kubrick

Tim Smeaton, Kubrick

Spotting an opportunity to close the technology skills gap in the employment market was the inspiration for Tim Smeaton to co-found technology consulting firm Kubrick, which trains graduates and junior professionals for client projects.

What does your business do?

Kubrick is a technology consulting firm, which trains graduates and junior professionals for client projects. It won the B2B Business of the Year category in the 2020 Growing Business Awards and has 650 employees.

What was the inspiration for your business?

My business partner Simon Walker and I had already built two recruitment businesses together and we realised there was a divergence between the technology skills ready and available in the workforce and the requirements of organisations for these skills. This gap is continuing to widen, hindering the advancement of businesses, organisations such as the NHS, and society as a whole, so we wanted to build a business that would help to address that. We do this by hiring lots of graduates and junior professionals and training them in next-generation technology for 15 weeks before deploying them into client projects as our employees.

How did you finance the growth of your business?

We funded it ourselves with money we had made from previous businesses. We took a lot of personal risk doing this because our business model requires a huge working capital commitment - we pay our consultants a salary during their 15 weeks’ of training with no commitment from any organisation that they are going to give us a project at the end. It is a high-risk business model, but it has lots of barriers to entry, which is a fantastic benefit for us to minimise competition.

What has been the most difficult or challenging part of growing your business?

Designing the organisational structure and hiring the right people is the number one challenge for any fast-growing business; you need to find employees who will be capable of growing with your business to keep up with changes two years down the line, not those who suit your immediate needs. We have been trying to design the business for the future in a way that hasn’t and won’t hinder our growth.

What has been the impact of the pandemic on your business and how have you dealt with this?

Fortunately, the impact was very short-lived. When the pandemic hit, we paused the business because we were concerned that a lot of our clients wouldn’t carry on with the projects that they were doing. But after two months, we realised that the demand for data-orientated projects was actually greater because of the response required to deal with Covid-19. Large organisations wanted to know what was happening in their business so that they could act upon changes in their market and most often the projects that we were working on gave those answers. From September 2020 onwards, we were back to hiring staff at the same rate as we had in the quarter before Covid hit and over the past year the business has grown by 60%. We were very lucky.

What key lesson have you learnt about setting up and growing a business?

As mentioned, one of our biggest challenges is hiring the right people with the right attitude. An advisor always used to say to me, ‘you lose employees like you find them’ - and this has stuck with me. If you interview someone who is really easy to pull out of their business or is rude about their previous employer, they will probably do the same to you. There is no quick and easy solution to hiring amazing people, so don’t take shortcuts or lower your hiring standards because it can cause untold damage later on. , Equally, when an amazing person comes along, find a job for them.

What has been your biggest mistake?

I don’t think we de-risked enough by taking some money out of the business when the opportunities arose. If you have all your savings in the business, you can get scared of going too fast because you think you might lose it all. So, bringing in investors can be a really good way to help you see when and how to de-risk and gain a different perspective.

What has been the secret of your success so far?

I just really love growing a business - I find it incredibly addictive. Other people are attracted by that energy and enthusiasm and want to come along for the ride, so it builds up momentum.

What advice would you give an entrepreneur just starting out about how to grow their business?

Keep a razor-sharp focus on your proposition and the value that you are trying to create for your customers, and do not deviate from that. Lots of your customers will ask you to make alterations for their individual needs or interests and that is the moment that it all goes wrong.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Resilience.

Carl Tomlinson, virtual FD at vfdnet

Carl Tomlinson, virtual FD at vfdnet

Hiring a virtual Finance Director can enable ambitious SMEs to access expertise that they would not otherwise be able to afford, says Carl Tomlinson, a member of vfdnet, a network of virtual Finance Directors.

What is a virtual Finance Director?

A virtual FD is an experienced independent Finance Director who fulfils all the functions of a conventional Finance Director but works remotely on a part time basis rather than as a full-time employee.

What are the benefits to a growing SME of hiring a virtual FD?

A virtual FD brings a skillset into a business that it wouldn’t otherwise be able to afford. A virtual FD is typically hired for between two and four days a month, at a cost of £800-£1000 a day, which enables an SME to access the expertise of an experienced Finance Director for a fraction of the cost of employing them on a full-time basis, which could be £125,000 a year.

Because a virtual FD is an independent advisor and not an employee, they can act as a sounding board and trusted advisor to the owner and challenge them in a way that an employee on a salary might not always feel able to. They are somebody that the business owner really feels has got their back but isn’t going to let them off the hook.

What skills can a virtual FD bring to a growing business?

The virtual FD can help the owner of the business understand what they are trying to achieve and then help them build a strategy to enable them to do this. If the business owner is looking to grow the business so that they can sell it, for example, the virtual FD can help them build a strategy to grow their EBITDA to a certain point to achieve the valuation they need. If the business owner wants to make an acquisition, the virtual FD can advise them on how to generate enough cash to be able to do the acquisition, how to ensure that their cash flow is robust, and to decide what kind of acquisition to make.

How can hiring a virtual FD help an SME to grow?

The role of the virtual FD is to be a storyteller, and to communicate the numbers of the business to people who normally aren’t accountants. They will break the numbers down into metrics which the business leader can influence and understand and can look at very quickly and say well if I do this, that is going to happen. It is about breaking that down into simple tools so that the leadership team can execute the strategy of the business and can see on a weekly and monthly basis, how what they have done has contributed to where the business wants to be.

At what point should an SME consider hiring a virtual FD?

An ideal time to do this is at an inflection point when the business embarks on a charge that the existing structure can’t accommodate and when the management team needs more than just a set of numbers. This inflection point might be pressure on margins, or cash flow. It might be at the beginning of a phase of growth, or when a large investment is planned. You can usually rely on a diligent bookkeeper to get the numbers together in a reasonably timely manner; what the virtual FD will bring is a commercial insight into those numbers. They will help the business owner and the senior leadership team understand why those numbers look the way they do and what the real drivers to achieve the numbers they would like.

What are the factors that a business leader should look for when hiring a virtual Finance Director?

A virtual FD needs to be technically up to date and prepared to remain relevant and professionally astute. They need to understand entrepreneurs and realise that they are people who make decisions quickly and sometimes contrarily. They need to be independent of thought and be prepared to make suggestions and challenge the business owner. They have also got to be able to get on with the wider team (sales, operations, marketing, HR), so that they can help the owner drive the business in the right direction at the right pace.

Matt Barker, MPB

Matt Barker, MPB

Turning a hobby into a full-time business can be a challenge but Matt Barker has managed to turn his love of photography into MPB, a hugely successful online trading platform for used photographic and video equipment which has revenues of £65 million.

What was the inspiration for your business?

I was studying Economics at the University of Warwick but I was a keen photographer and so I used to buy and sell used photographic kit on eBay as a way of funding my studies. When I graduated I decided to turn my side line into a proper business and in the past five years we have grown from 20 to 250 employees.

How did you finance the growth of your business?

When I turned the sideline hustle into a full-time business I convinced Barclays Bank to give me a £100,000 loan, and over the next five years we gradually extended that loan to about £1.2 million. We had a really good relationship with a fantastic business manager at Barclays who really helped us. In 2016 I realised that there were many things that we hadn’t been able to fund, primarily technology and marketing, and we also wanted also to start scaling the business internationally, so we raised £2 million in equity funding from Mobeus, a venture capital firm.

What has been the most difficult or challenging part of growing your business?

The challenge that never goes away, no matter how big you are or how much funding you have, is prioritisation. There are always things you wish you could do sooner and that remains our biggest challenge today, prioritising the technology roadmap and capital projects. You are never able to do what you want to do as quickly as you want to do it. It is a constant battle.

What has been the impact of the pandemic on your business and how have you dealt with this?

We have been lucky that all of our revenue is generated online and that has obviously been a good place to be. During lockdowns people engaged more with hobbies and photography was something that people turned to a lot. We saw high demand for kit such as macro lenses which are used for taking close ups, as people began taking picture of insects and other things in their garden. As a result we were still able to deliver on our growth targets of 50-60% a year.

What key lesson have you learnt about setting up and growing a business?

You have to become very good at communication and to learn to talk to people in different ways. People want to know who they work for and why they do what they do so that they have a real motivation to come to work every day and that has to come from the top through communication from the leaders of the business.

What has been your biggest mistake?

On our first funding round we didn’t do enough due diligence on a potential investor that we were planning to bring into the business, and they would not have been the right partner for us. Thankfully with some help and advice from others we walked away from that, but it was certainly a mistake to commit as quickly as we did to that person. Bringing in an investor into the business is a huge step to take.

What has been the secret of your success so far?

There is no secret. You just have to want to keep going.

What advice would you give an entrepreneur just starting out about how to grow their business?

Make sure that you definitely want to do this. These days everyone wants to become an entrepreneur; it has become a very appealing thing to do and is seen as a way of getting out of going to work for someone else. But it is a not an escape, it is a huge commitment. If it is something that you genuinely want to do and are passionate about then it will be the best decision you will ever make and you should absolutely go for it, but make sure that is the case and that you want to commit your life to it. It is not some easy alternative to getting a job.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Resilience.

Dave Allen, Brandpie

Dave Allen, Brandpie

The pandemic has prompted some soul-searching amongst businesses as they reflect on what their true purpose and ambition is, says Dave Allen, founder of Brandpie, a purpose-driven transformation consultancy.

What does your business do?

Brandpie is a creative consultancy that helps clients to define and unlock the power of purpose through their culture, ESG and brand, to accelerate growth.

What was the inspiration for your business?

I have always believed that business is a force for good but in the 1980s and 1990s every business I encountered had a mission to maximise shareholder returns and I don’t think that is a healthy thing for humanity.

I wanted to help businesses shift away from just being purely profit driven to being purpose driven and helping them to connect what they do to what the world needs in an intelligent way. I’d previously built a large consulting business for WPP and this time round I wanted to do it for myself.

We started out by talking to businesses about the importance of having purpose, ambition and strategy as the driving model for their business - your purpose gives you a sense of why you exist; your ambition says what you want to achieve and your strategy defines how you are going to do it. But in the early days there was no market for it. Back in 2010 no one was buying purpose driven transformation so initially we provided consultancy on traditional things like brand strategy, identity and employee engagement.

Then about four years ago Larry Fink, the CEO of BlackRock asset management firm, started talking about why the businesses that they invest in must have a clear purpose. That brought the concept of business purpose centre stage.

For every business the issues of global warming, diversity and inclusiveness, better corporate governance, businesses playing a proper role in communities and treating employees better, became more important.

The pandemic brought all of that into even sharper focus and now and today we have clients wanting to do purpose driven transformation programmes. CEOs want to understand what the purpose of their business is and how to activate it in a meaningful way that motivates employees, attracts customers and unlocks growth.

How did you finance the growth of your business?

We financed it ourselves - you don’t really need much capital for a business like this, because you are selling time. So, you can build up financial solidity fairly quickly and the capital investment needed is mainly for technology and software.

What has been the impact of the pandemic on your business and how have you dealt with this?

To my surprise 2020 turned out to be a good year. I feel a bit guilty saying that. But the pandemic has given a lot of businesses time to reflect and think about their purpose and we have benefitted from that. The business grew last year and we are growing strongly this year to date.

What has been the most difficult or challenging part of growing your business?

Helping businesses to believe that if they have a purpose and it connects with people, they will actually grow faster than if they have an obsessive focus on profit and short-term results.

What key lesson have you learnt about setting up and growing a business?

Probably the most difficult thing to manage is cashflow. Even though we are now 11 years old managing the cash flow is probably still the thing that we focus on most over anything else.

What has been the secret of your success so far?

Sticking with our beliefs. We were one of a very small number of people who really believe that being purpose driven is more important than being profit driven and we have stuck with that idea through thick and thin. Now we feel like we are in the right place at the right time, with the right experience and expertise.

What advice would you give an entrepreneur just starting out about how to grow their business?

Really think through what your idea is and be very clear whether there is a market for it or whether you are creating the market for it because there is no market for it as yet. If you are creating the market for it consider how you are going to do that and how are you going to make money while you do it.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Tenacity.

How does it feel to have been chosen as an SME Leader?

It is always nice to be recognised, thank you.

Giles Henschel, Olives Et Al

Giles Henschel, Olives Et Al

Recruiting the right team has been both a challenge and the key to success for Giles Henschel, the founder of Olives Et Al, a Dorset-based business that creates, sources and supplies fine food and has a £3 million turnover.

What was the inspiration for your business?

In 1992 my wife Annie and I decided to give up our jobs and take a year off to travel. While travelling around the Mediterranean we encountered olives everywhere; there were hundreds of different varieties and we would stop and chat people who were picking them and collect recipes. We fell in love with the Mediterranean way of eating and how food was such an integral part of people’s lives.

When we got back to the UK we really missed that experience and decided to cheer ourselves up by buying some olives. But they were inedible; salty and bitter, so we improved them by using the recipes we had gathered, water-curing and fermenting them in buckets in our bedsit. Friends said we should start selling them so we took a stand at the Rural Living Show in Bath to see if anyone would buy them. They did, so we started preparing olives at home during the week and selling them at craft shows each weekend. We set out to change the way in which food was viewed and ended up being right at the forefront of a new food movement.

How did you finance the growth of your business?

We spent £500, which was the last of our savings, buying olives and glass jars to get the business started, and since then we have never taken any outside investment. My wife and co-founder, Annie and I still own 100% of the business.

What has been the most difficult or challenging part of growing your business?

Finding employees who can help us grow the business. That has been our biggest challenge right the way through. By 2010 we had a really experienced loyal team, which was both our biggest strength and our biggest weakness, because we only knew what we knew, and we didn’t know how to grow. Every year I was saying come on, this is the year to see stratospheric growth and every year we didn’t, so we would have the same conversation the next year. In the end my team came to see me one by one and said they didn’t want to work any harder to grow the business, so they were going to leave. There was a complete churn in the team which caused huge issues trying to replace them.

What has been the impact of the pandemic on your business and how have you dealt with this?

When the first lockdown was announced we lost 98% of our business within a week. I used to pride myself on having this wonderfully broad range of sectors that we supplied – wine bars, hotels, pubs, clubs, restaurants, theatres, cinemas, airlines, farm shops – but every single one of them was closed.

Fortunately having watched the news through February I had been expecting something to happen so we had been quietly developing an ecommerce website called Loaf and Larder, which we launched on March 26th. It was basically our entire delicatessen online and for us it was a lifeboat. In the early days we were selling eggs, flour, yeast, Marmite, peanut butter, Cup-a-soups, because that was what people couldn’t get their hands on. We also had access to flour so we were baking bread every day. We took thousands of orders and I have personally driven over 40,000 miles since the first lockdown delivering to people’s houses in the local area round Dorset, Somerset and Wiltshire.

Now that the rest of our business is gradually coming back the website is evolving to meet the ever changing needs of our audience. I think there was a silver lining in Covid for us because it has made us much leaner and stronger as a business. We were once much larger in terms of turnover but today we are chasing profitable growth rather than just growth for the sake of growth.

What key lesson have you learnt about setting up and growing a business?

That you can’t do it on your own; you have to find the right people to work in the business with you. You need to choose the right mesh of skills and then you need to keep your team motivated and on board with what you are trying to do.

What has been your biggest mistake?

I brought people into the business who I thought were going to help me to grow it, but it turned out that they had a different agenda. It cost a lot of money to sort out, but we are still here and we have learnt a lot of lessons.

What has been the secret of your success so far?

Having a great product - we have always wanted to do it completely right and not cut corners. And staying true to our core values of sustainability that we set the business up with. We always wanted to tread really lightly on the planet and we are doing that.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Endurance.

Billie O’Connor, CFO of Milk and More

Billie O’Connor, CFO of Milk and More

Ensuring that the basics are covered is just one element of being an effective Chief Financial Officer, says Billie O’Connor, the CFO of Milk and More, a sustainable milk and food home delivery business in the UK.

What benefits does a CFO bring beyond the accountancy function?

CFOs have quite a unique position, because they are overseeing the entire P&L, Balance Sheet and Cashflow of the business whilst also understanding what is going on in the market. As they have that insight across all the different parts of the business, they are able to connect different data points together and give the leadership team insightful advice and recommendations about opportunities for innovation, such as new markets, new products, new customer groups, and what the direction of travel could be. They can also bring to life risks in the market – legislative, new entrants.

What role should a CFO play in a growing business?

A CFO needs to have a really good understanding of the macro environment the business is operating in, such as inflation, the labour market, and any relevant government policies, because each business can be impacted very differently, with both direct and indirect consequences.

A good CFO should also have a good network of advisors, whether that is consulting firms they work with or people with their ear to the ground on the labour and competitive market. They need to be really well connected and to be having regular conversations about what’s going on, as well as making sure they are on top of what is in the media.

A CFO really helps to bring that external factor into the room, to make sure that the leadership team is not being too internally focused and is also talking about some of the bigger issues.

What are the ideal characteristics that a business leader should look for when hiring a Finance Director?

They should be curious, interested, as well as have the ability to be a safe pair of hands. Nobody wants a Finance Director who is running all over the place and hasn’t made sure that the basics are covered. Ensuring the finance team and financials processes are sound is a key part of their role and if they don’t do that, no-one else is going to. So before they take on any broader remit they need to make sure they have put really robust financial processes in place, because they are the one keeping everything safe and in check.

Beyond that, I think being a good communicator and having the ability to engage with your team and with stakeholders is really incredibly important. If you have a Finance Director who is trustworthy and is able to take you on the journey to explain the numbers and the business, that is far more engaging than just having somebody who always gets the numbers right but can’t really talk through them.

How would you describe the ideal relationship between the CFO and the CEO of the business?

The most important thing is that the CFO feels they have a relationship of high trust with the CEO and be honest with them. They need to be able to have quite open conversations, whether that is about capacity in the business or about the level of knowledge that individuals in the business have, and it is important that the CFO is able to raise their hand and say when something is not quite right.

It helps if there is a chemistry there; the CFO doesn’t need to be best of friends with their CEO but there needs to be a bit of a synergy and rapport. If they really don’t enjoy spending time with them, it is going to be quite hard to have a successful long term relationship.

How can smaller businesses access the benefits of a CFO?

Before joining Milk & More, I worked with a start up called GG Wildlife Experiences, and built a business plan with the owner that has enabled him to grow and scale the business successfully in the last six months – it was a really exciting venture! This was on a part time and advisory basis as the business could not at that stage hire a full time FD.

If a SME does not have the resources to hire a full time CFO then they can still access their expertise by hiring a virtual Finance Director, either on a consultancy basis or for one or two days a week. Getting a virtual Finance Director is a great way of a business getting the expertise they need without the price tag of a full-time Finance director. Having access to a really good quality senior finance professional can be really valuable because it can challenge your thinking and make sure that you are going in the right direction, even at a very early stage. If you are an entrepreneur, new into running your own business, or at a stage of scaling – you don’t know what you don’t know! It is very different to just hiring an accountant to do your invoice processing or annual accounts.

Louise Frankland, Mansfield Pollard

Louise Frankland, Mansfield Pollard

The timely relaunch of a forgotten product has boosted the fortunes of Mansfield Pollard, which creates specialist air management units for the healthcare and data centre markets, says Managing Director Louise Frankland.

What was your inspiration for joining the business?

Mansfield Pollard was founded 156 years ago as a sheet metalwork specialist. I joined the business as the sales director four years ago before taking over as Managing Director in 2019, then in early 2020 completed a management buyout of the business with Bryan Bentley, the Operations Director and it is now jointly owned by us. I loved the fact that the business had been around for so many years and had evolved so much over that time, and I was excited by the opportunity of where the business was moving towards. It is a really exciting business to be part of.

What has been the impact of the pandemic on the business and how have you dealt with this?

It has been a fantastic record year for us; we have been really fortunate. Our turnover for the year to this July will be around £22 million, which is about 20% up on the previous year. The business has several facets to it, and while the demand for our kitchen ventilation hoods fell off a cliff because of the impact of the pandemic on the hospitality sector we saw really strong sales in our air handling units to the healthcare sector and data centre markets. Hospitals needed to expand the emergency isolation wards they were building requiring specialist units and we also took two large contracts for data centre cooling.

We also relaunched our UVent line of products into the healthcare market and demand for that has been very busy. UVent is an ultraviolet air sterilisation system which kills airborne viruses; we originally launched it 15 years ago for the Ebola and Sars outbreaks but hadn’t really marketed since then. It was designed in conjunction with Public Health England and had already been independently tested so customers have found it very useful.

What has been the most difficult or challenging part of growing your business?

The challenge always for us is getting the right people on board. Bryan and myself have worked really hard to build a strong culture here; we have very strong values that run through the business and when we recruit people, it is not just about recruiting a team of individuals who can do a job, but it is about finding the right people who are aligned with our values as well.

What key lesson have you learnt about setting up and growing a business?

The importance of listening to our employees and looking after them. We have a significant number of employees who have 20, 30, even 35 years’ service and a wealth of experience. When I came into the business a lot of them knew how we could make things better but the existing board weren’t keen to implement their ideas. So for us, it is about very much listening to the people who are doing the day to day roles and looking after them. If you look after your people, they will look after your business.

What has been the secret of your success so far?

You have got to keep looking forwards and innovating – we are launching three new products over the next six months. You can’t afford to stand still. Standing still means you end up going backwards. When I joined MP I also introduced the idea of doing a 3 to 5 year business plan every year, where everybody across all departments gets involved in a shared vision of where we want to take the business. It helps create ownership, accountability and a shared view of how we can achieve things together.

What advice would you give an entrepreneur just starting out about how to grow their business?

Do your research – you have got to understand your target market,your audience and what your unique proposition is going to be. Plan well then go for it. Never stop trying – there will be bumps in the road, make sure you get back up and carry on.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Resilience.

Richard Potter, Peak

Richard Potter, Peak

Showing businesses how to use data and AI to make good commercial decisions is delivering high speed growth at Peak, a Manchester-based tech business whose revenues and staff numbers are doubling every year, says Founder and CEO Richard Potter.

What was the inspiration for your business?

Like many good businesses, the idea for Peak was written on the back of a napkin during a conversation in a pub.

We could see that more and more data was being created by businesses and felt that access to AI shouldn’t be limited to large technology giants. We wanted to help democratise AI and make it accessible for more and more businesses. The mission for Peak has always been to help companies to do great things with the data they have.

Peak helps businesses put AI at the centre of all commercial decision making, with Decision Intelligence, a brand new category of AI-driven software and services. Peak enables the likes of AO, KFC, PepsiCo and boohoo to unlock the value of their data and bring certainty to their decision making, powered by AI. Peak’s customers have seen transformational results, including a 5% increase in total company revenues, 12% reduction in inventory holdings and a 5% reduction in supply chain costs.

How did you finance the growth of your business?

The business was initially funded by venture capital firms including Oxx, MMC Ventures, Arete and Praetura Ventures. We have raised over $40 million in funding to date.

What has been the impact of the pandemic on your business and how have you dealt with this?

First, there was an enormous external change. Because everyone was at home, our retail customers realised that they needed to change the way they sold very quickly, and that AI might be a really important factor in helping them doing that. So after an initial worry that everything was going to shut down, we saw demand for our services pick up, as the pandemic has accelerated the need for businesses to make that shift to becoming data-driven and highly-optimised. Businesses are now more aware of the need to be more resilient and agile to deal with shock events such as the pandemic. As a result our turnover doubled during 2020.

What has been the most difficult or challenging part of growing your business?

The biggest challenge for any scaling business is talent acquisition. As a scale-up, you want to continually push the bar on talent and not feel like you’re compromising on the quality or capability of people in the team that you’ve worked so hard to build. You want every new person who joins to be additive to the capability of the business and its culture, and doing that at scale is challenging.

Another challenge for Peak is around the category we’re building. We’re creating and championing a new category of enterprise software, which will grow to become the most important software category of all time, but which is currently in very early stages. A key challenge is around creating awareness of that category. We not only have to build the product and build the company, but we have to create the category and sell that to potential customers, too – that, in itself, poses a significant scaling challenge.

What key lesson can you share about setting up and growing a business?

That it is really important not to limit yourself in terms of where you want to get to. Peak is an enormously ambitious company – we speak very openly both internally and externally about the idea that we want to build an enduring technology company that lasts for a very long time. That means you constantly have to keep reaching beyond what you thought was possible before.

What has been your biggest mistake?

Peak working with Arsenal and allowing a framed shirt to be put on display in the office, as my co-founder David Leitch is a fan. I am a Tottenham fan so this one hurts!

What has been the secret of Peak’s success so far?

Giving equal weight to building an internal culture as building a company. Having a balance between those two things is the reason why we haven’t burnt out as an organisation. We are very ambitious but there is also a lot of focus on wellbeing and making sure that people are happy in their work.

What advice would you give an entrepreneur just starting out about how to grow their business?

Surround yourself with incredible people as quickly as possible, who have skills that complement your own. You should only ever hire people that are smarter than you and then let them crack on with it, rather than always looking to be the smartest person in the room.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Curiosity.

Suleman Sacranie, The GP Service

Suleman Sacranie, The GP Service

The pandemic has transformed the telemedicine market and considerably boosted demand for The GP Service, a telemedicine platform that enables patients to see a GP via their laptop or mobile phone, says founder Suleman Sacranie.

What was the inspiration for your business?

It started off as a personal journey - I was diagnosed with Multiple Sclerosis and one of the issues I had was not being able to obtain the drug treatment option I wanted after reading an article about it. I found a private neurologist who was able to give me a prescription for it but that prescription needed to be sent to pharmacy in Birmingham and the doctor was based in Wales. The only way the doctor could get that prescription across to the pharmacy was by posting it and then waiting until they had received it before they could order the medication. So I originally started the business in 2015 to develop an electronic prescription platform that allowed doctors to issue a prescription to a pharmacy electronically. I then realised that we could use pharmacy consulting rooms as a way for patients to have remote consultations with a doctor via an iPad, and the current business model grew from there.

How did you finance the growth of your business?

My business partner and I seed-funded the business ourselves or the first 12 months with about £100,000, which we used to develop the initial prototype of the platform and signed some pharmacies up to it so they could receive electronic prescriptions and show that we had a valid business case. Then in 2016 we raised our first funding round of £2.5 million from Maven Capital Partners, a private equity firm, and so we were really able to scale up the growth.

What has been the most difficult or challenging part of growing your business?

One of the biggest challenges at the start was understanding the regulations and expertise that we needed to bring into the business. The healthcare industry is fully regulated and we realised that we needed to bring in expertise such as doctors, pharmacists, medical directors and clinical directors as well as build some unique technology that is now recognised as a leading solution in the industry. There is always a learning curve in understanding the processes you have to develop when you are bringing in new people.

What has been the impact of the pandemic on your business and how have you dealt with this?

Telemedicine has gained huge traction during the pandemic and the number of people using our service has just gone through the roof. During the pandemic we have been fully booked every day and demand for our services has risen by 400%. People are more aware now that there is a different way they can access medical care and many doctors’ surgeries are pushing people to do consultations remotely via phone or through a telemedicine channel. The NHS has started to tender out for a digital framework and we have recently become an approved NHS supplier which allows surgeries to also use our telemedicine platform.

Have you changed your business in any way as a result of the pandemic?

We have also become more of a technology provider – we now provide our technology as a white label telemedicine service to a number of providers including the Co-op and Superdrug and we are getting a lot of companies getting in touch about this.

What key lesson have you learnt about setting up and growing a business?

If you bring in people with experience and expertise in the early days, that will prevent you from making mistakes long term. It might look like it is costing you money at the start but having that kind of mentorship and relevant skills within your organisation really helps you scale up in the right way and gives you a good foundation to work on.

What has been your biggest mistake?

In the early days I probably should have trusted myself more with the development roadmap rather than asking other people to define it, because I think as a founder you know that better than anyone else what you are trying to do.

What has been the secret of your success so far?

Tenacity. It is very easy to give up and as an entrepreneur you have more bad days than good ones, but you have just got to keep on going. That is what differentiates from the failures and the successes.

What advice would you give an entrepreneur just starting out about how to grow their business?

Make sure there is a market for what you are doing – test the market, get feedback from your customers, understand what works well and what doesn’t work so well, and use that as a platform to strengthen your proposition.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Innovation.

Niall Holden, VDC Trading

Niall Holden, VDC Trading

The vending machine has had to go but the challenges of the past year have left us lean and fighting fit, says Niall Holden, founder of cabling specialist VDC Trading, a £7.5 million turnover business which provides cabling equipment for concerts and live events.

What was the inspiration for your business?

I had always wanted to be in a band so when I left school at 16 I spent the next few years playing in bands and drifting in and out of low-paid jobs. Then at the age of 25 I became a van driver for a company that hired out equipment to pop bands. After 18 months I decided to see if I could do this myself, so I set up my own business with a business partner, using an Italian supplier.

One of our first orders was for 36 microphone stands for pop band The Eurythmics – we made £16 profit and were over the moon. The business really started to take off when we became the sole UK distributor for Klotz, a German company that makes cables and accessories. After a year however I discovered that Klotz had set up its own distribution company in competition with us. So we found another supplier of high-quality cables and began selling them under our own Van Damme Brand. We provide cabling equipment for concerts, festivals and live events including Glastonbury, the Olympics, and Royal Weddings.

How did you finance the growth of your business?

NatWest bank gave me a £5000 to start the business but my business partner and I spent it on a three-week holiday to Greece and company cars for both of us. We only had £128 left so we started the business with that.

As the business grew I was able to buy out my business partner and acquire a large warehouse in King’s Cross, north London, that had been empty for years. The place had been used for raves and was disgusting. Everyone thought I was mad but it has turned out to be a great investment.

What has been the most difficult or challenging part of growing your business?

Getting the right team around me. If you can get the right people around the table you don’t really talk about problems; you talk about the future and how to grow. But if you have the wrong people around you, it can end up being your biggest problem because it takes up so much of your time.

What has been the impact of the pandemic on your business and how have you dealt with this?

Initially our sales just fell off a cliff. It was absolutely terrifying. Everything just stopped and we lost over 90% of our turnover.

But looking back now, the pandemic has done me the biggest of favours. It has made me look at the Profit and Loss account and at all the margins; we have gone through everything at a granular level with a fine tooth comb, going right, do we need those plants in the building, get rid of those, get rid of the vending machine. We made some redundancies and slashed our overheads and I focused on cash flow to make sure we had enough money to keep things going.

It has been a good opportunity to really clear the slate and rebuild the business on a different mentality. It is like someone hit a reset button. We are now so fighting fit that we made more money in the first quarter of this year than we did in the first quarter of 2020, even though the turnover was much reduced. We have even started re-hiring.

A couple of our competitors are really struggling and one has actually thrown the towel in, so it really has been a survival of the fittest. The one thing that has saved us has been the strength of our Van Damme brand.

What key lesson have you learnt about setting up and growing a business?

You have got to be brave. Nothing is 100% certain, so you have got to get to about 60-70% and close your eyes, hold your nose and just take that entrepreneurial leap into the abyss. The worst thing you can do is nothing.

What has been your biggest mistake?

I don’t look after myself enough. I give all my projects lots of attention and blue sky dreaming, but I should spend as much time looking after myself.

What has been the secret of your success so far?

Paying attention to detail and quality. You can’t be a cheapskate, you have to spend the money where it is needed. You can’t have a poor quality website or business card; it has to give the impression that there has been some thought and design behind it.

What advice would you give an entrepreneur just starting out about how to grow their business?

Have to have some faith in yourself and go for it.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Integrity.

Jo Britton, PACE development

Jo Britton, PACE development

SME Leaders need to take active steps to avoid burnout in these challenging times, says Jo Britton, a coach who works with entrepreneurs and business leaders through her consultancy PACE Development.

Business leaders should do everything they can to look after themselves and their teams during these challenging times, says Jo Britton.

She says: “We are seeing massive amounts of burnout right now. There are quite a lot of very successful entrepreneurs that have been working flat out for so long that they have got to the state of burnout. They feel burdened but feel they can’t share it with their family or their team. They feel lost and start to wonder why they are running their business.”

Jo says it is not surprising that so many SME leaders are feeling this way: “In the last year we have seen so much transformation and change but as human beings we are not wired for change; we are wired for protection and safety. We can tolerate periods of change in small doses, but what is happening now is that we have been exposed to very fast paced change over the last 12-18 months and it is having a profound effect on people’s minds and bodies.”

Business leaders are at particular risk of burnout because they often thrive under pressure, she says. “A lot of high achieving business leaders have very high levels of stress tolerance, which means they are able to work under pressure, but they also have the tendency to take too much on.”

For that reason it is vital to be on the lookout for signs that you may be struggling. Jo says: “Be aware of how your body is feeling. If your heart is racing and you feel tension in your chest or have contracted muscles, or you are getting a lot of headaches, you are most likely running your body in a stressed state. That is ok when it is temporary but if you are doing that for a prolonged period of time without realising it, it is not good for you and is what leads to burnout. So being aware is massively important.”

She points out that operating in a state of stress over a long period can also trigger horrible but preventable problems such as heart disease or Type 2 diabetes.

It is therefore vital to build in some breaks into your working day, no matter how busy you are, she says.

“Entrepreneurs often keep going all the time and miss breaks and lunch. But if you are constantly running at a fast pace and on tasks which require a lot of thinking and focused attention, then you are exhausting the pre-frontal cortex part of your brain. It will exhaust and you will experience the consequences – foggy thinking, an inability to problem-solve effectively, or to think rationally or creatively. You may also notice that you quickly become frustrated, short tempered or even angry. To optimise your performance, get rest, go for a walk, take exercise, eat nutritious food. ”

It is also vital to ensure that you are getting enough sleep, she says.

“Entrepreneurs might think they only need four or five hours sleep a night but if you are only sleeping for that amount, you are not functioning optimally and your capacity to make decisions well and to think logically and analytically will be reduced. Sleep is really important.”

Jo says it is vital to take action as early as possible to avoid long term damage: “Burnout is really hard to recover from so spotting the early warning signals of how you are feeling is massively important.”

Jo’s top tips

1. Be aware of how your body is feeling and stay alert for physical signs such as frequent headaches, a tight feeling in your chest, a racy heart or feeling constantly exhausted.

2. Make it a priority to get enough sleep and to engage in other activities. Working too much without getting enough sleep and without making time to relax are contributing factors.

3. In the moments where you may be feeling stressed or overwhelmed, practise 6-8 deep breaths. Take these in through the nose and out through the mouth as if you are breathing through a straw. This helps to calm the circuits and bring your body back to its natural rest and digest state.

4. Reach out and talk to a professional to get help if you’re experiencing emotional or behavioural signs such as an on-going and prolonged sense of failure, self-doubt, loss of motivation, withdrawing from others, getting easily frustrated or using alcohol, food or drugs as a way of coping.

Jo’s Top Tips

1. Be aware of how your body is feeling and stay alert for physical signs such as frequent headaches, a tight feeling in your chest, a racy heart or feeling constantly exhausted.

2. Make it a priority to get enough sleep and to engage in other activities. Working too much without getting enough sleep and without making time to relax are contributing factors.

3. In the moments where you may be feeling stressed or overwhelmed, practise 6-8 deep breaths. Take these in through the nose and out through the mouth as if you are breathing through a straw. This helps to calm the circuits and bring your body back to its natural rest and digest state.

4. Reach out and talk to a professional to get help if you’re experiencing emotional or behavioural signs such as an on-going and prolonged sense of failure, self-doubt, loss of motivation, withdrawing from others, getting easily frustrated or using alcohol, food or drugs as a way of coping.

Tom Ball, Desk Lodge

Tom Ball, Desk Lodge

It has been a challenging year for DeskLodge, an entrepreneurial Bristol-based business which provides co-working and hotdesking space for more than 3000 people, but the future looks bright, says founder Tom Ball.

What was the inspiration for your business?

When Google opened their offices ten years ago I thought, that looks amazing, I would love to work in that building, but I don’t want to work for Google. It got me thinking – who says that accountants have to have boring offices?

I originally started a business called Neardesk, which acted as an intermediary for co-working space, but that business failed because once people found somewhere they liked, they stayed put. So I decided to go to the other side of the market and create my own idea of the perfect office. I have spent hours obsessing about and understanding what makes a workspace magical, fun and productive. In fact my team don’t actually have an office of their own – they use our hotdesking instead.

How did you finance the growth of your business?

Mainly through debt, because it was the easiest and cheapest way to do it – we raised £150,000 in peer-to-peer lending through Funding Circle.

What has been the impact of the pandemic on your business and how have you dealt with this?

The last 12 months have been tough because the whole point of what we are offering is flexibility, so quite a lot of our clients chose to use that flexibility. It has also been hard to ensure that we are being fair and supportive to different groups of people through the uncertainty, because some of our customers are having the best year ever and some are having a horrific year. It has been a difficult balancing act because it is almost impossible to make everybody happy.

We also found ourselves operating in a grey zone - while our fixed office space was able to stay open, the rules for our hotdesking were quite vague. So while the government didn’t tell us to close, they did tell all our customers not to use to us, and we haven’t been eligible for any support. So that has been quite challenging.

Have you changed your business in any way as a result of the pandemic?

We are extremely positive about what the future holds coming out of the pandemic because it seems likely that many businesses are going to turn their workplaces into hybrid offices – many surveys show that people want to be in the office for 2.7 days a week on average. That means businesses will need an office that will enable everyone to be together, but they won’t need it all the time because people are not going to be in all the time. We have got a model which offers the best of both worlds - a dedicated private office for a few days a week, but then unlimited hotdesking on the other days. So different people will be able use it in different ways.

What key lesson have you learnt about setting up and growing a business?

The importance of treating your suppliers as you would want to be treated. I think of our suppliers as being part of our team and that makes a big difference.

What has been your biggest mistake?

Not always getting the balance of delegating right. If you delegate too quickly and without giving people a good brief, it doesn’t go well, but if you are too slow to delegate then you end up micro-managing, which is not a good idea either.

What has been the secret of your success so far?

Trying to ignore everybody else and to do what we think makes sense. Of course you have to listen to your customers, but not too much, because they don’t know what they don’t know.

What advice would you give an entrepreneur just starting out about how to grow their business?

Realise that the biggest advantage you have as a small business is you can be nimble and try different things - and that if you don’t use that advantage you will be throwing it away. We have built an ‘Alice in Wonderland’ zone in one of our offices, complete with a tiny door and a dining table, and there is also hobbit hole where you can try on cloaks. If we had asked our customers whether they wanted an Alice in Wonderland zone, they would have laughed at us and said no, we are grown-ups. But we have had two law firms move in recently and they love reviewing their documents in there.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Being semi-obsessive.

Praveen Vijh, Eat Natural

Praveen Vijh, Eat Natural

A firm belief in the importance of keeping things simple has enabled co-Founder Praveen Vijh to grow healthy snacking business Eat Natural into a company with 350 employees and a £45 million turnover, which has just been bought by European food giant Ferrero.

What was the inspiration for your business?

My best friend Preet Grewal and I always used to eat nuts and dried fruit and we thought it would be a simple idea to blend these two together and create a bar that could be eaten conveniently on the go, made with all natural ingredients and without any additives or preservatives or anything nasty. At the time, 25 years ago, there was nothing like that on the market.

How did you finance the growth of your business?

We started the business with £30,000 of personal savings, then we grew the business by reinvesting whatever profits we made back into the business. That has been the philosophy of the business ever since we started. We never raised any finance; we have never believed in outside borrowing. We were very scared about that kind of thing so we always tried to maintain a relatively debt free business. We still owned 100% of the business when we sold it.

What has been the most difficult or challenging part of growing your business?

Trying to run a business that was growing very rapidly, particularly in the early years. And then once the business stabilised, how to grow the business without sacrificing margins.

What has been the impact of the pandemic on your business?

The impact has been quite significant. We make bars for people who are eating on the go but if you are not going anywhere then obviously you are not eating. So all of our convenience trade business, which is a big part of the business, fell off a cliff, but at the same time turnover was buoyed up by our breakfast cereal, which increased significantly. As a result our sales were down last year but we expect them to come back again this year to 2019 levels.

The pandemic also reinforced our decision to sell the business because we felt it was time to find a proper home for it under one roof for the foreseeable future.

Have you changed your business in any way as a result of the pandemic?

Yes, in many ways. The business has gone through a complete overhaul. All the basics had to change because of the pandemic, such as staff working from home, changing the layout of the offices and production facilities, the way we run our forecasting and promotional activity, and now going forward under the Ferrero umbrella there is a significant change in terms of reinforcing the business through its infrastructure, people, quality systems and innovation. There is a far greater ambition for the future.

What key lesson have you learnt about setting up and growing a business?

That the most important part of our business has been team building; ensuring everyone feels extremely motivated and has a sense of ownership of the business.

What has been your biggest mistake?

We shouldn’t have been so scared of selling the business. We have now seen the impact that someone like Ferrero can have; they can give it the structure, solidity and reinforcement it needs to take it to another level. I think in running a business you have to know when your time is done and we could have probably sold it a couple of years earlier.

What has been the secret of your success so far?

We had the right products at the right time. I think people over-complicate healthier eating – for us it has been about keeping it very simple, just nuts and dried fruit blended together made in a homemade kind of way, being able to see the product through the clear packaging, and keeping the marketing extremely simple.

What advice would you give an entrepreneur just starting out about how to grow their business?

More than anything else, you have to believe in what you are doing and that what you are doing is going to make an impact on the world. And to need to test that. It is very easy to get carried away with what you think is a fabulous idea but it needs to be tested on consumers who actually going to pay real money for your product, not just your friends and family who are always going to say wonderful things about your hare-brained idea.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

​Calmness.

James Davis, Positive Momentum

James Davis, Positive Momentum

Selling your business can be a stressful experience but there are ways to make the process go more smoothly and maximise the value, says James Davis, a former private equity-backed CFO who is now advisor to venture capital investor BGF and partner at Positive Momentum, a management consultancy.

Here’s how to do it right, says James Davis:

1. Make sure you have a rolling three-year business plan in place.

This will help you determine where the business is in its life cycle and therefore when is the right time to sell it. This plan needs to be as flexible and as adaptable as possible so that you can plan for different scenarios. Good businesses have what I call Key Predictive Indicators rather than Key Performance Indicators in place so they can get a better sense of the future of their business.

2. Always leave some upside on the table for the buyer.

There is no point in maximising the business and then the buyer wondering what else they can do to make it grow even more. The buyer has to see some upside, so include some elements in your plan that are stretchable but achievable but also have other things you haven’t done yet but that could be done that would be exciting to another owner. The obvious one is geographic expansion – so typically a regional business that could become a national business, that could become an international one is potentially exciting.

3. Appoint advisors early.

They will not only understand the market and be able to identify potential buyers, but they can also start gauging interest and appetite for your business anonymously without you formally putting the business up for sale. They can also help you decide what type of sales process you want to run - options include a trade sale, a private equity sale and a public market flotation. It is really important to find advisors that you trust and respect and can build up a rapport with, because things can get pretty intense during a deal process.

4. Be aligned.

Before you start the sales process, make sure your shareholders and the leadership team have decided what they want to do once the business has been sold, because that will determine the type of sales process you should run. The founder might want to spend some time on the beach, or alternatively might want to continue as CEO, while shareholders might want to stay invested in the business or take some cash out. Either way, make sure you have already had these discussions as you don’t want to be negotiating amongst yourselves, at the same time as the potential buyer.

5. Be patient.

A typical sales process will take between 6 and 9 months, so there is no point in thinking it will be done overnight. There is a standard process, and you just have to go with it because if you try to shortcut it, that may result in the sale not happening at all or lead to an unsatisfactory outcome.

6. Watch out for ‘deal fever’ at the end of the process.

I have seen it in several processes where people are so desperate to get the deal done that they give away key concessions right at the end as they have succumbed to “deal fever”.

7. Understand the implications of each sale option.

If valuation is the most important factor, then an IPO is likely to deliver the best valuation. If you would like some of the leadership team to stay on and take the company through its next iteration, then private equity is the most attractive option. If speed is key, then a trade buyer is likely to be able to proceed more quickly than any of the other two routes.

8. Be market ready.

That way you can respond quickly to an attractive offer or an IPO window. It can take 12-18 months to get a business ready for sale so start taking steps well ahead of time, so you are ready for the right moment.

James’ Top Tips

1. Understand why you want to sell – and be honest with yourself

2. Have conversations with your leadership team as a priority to ensure you’re aligned

3. Don’t tell anyone outside your leadership team that you are thinking of selling until you have to, because otherwise you will distract people. Build an inner circle of trust, and only confide in a small number of people.

Henry Milroy, Pan-n-Ice

Henry Milroy, Pan-n-Ice

The pandemic inspired ice cream business Pan-n-Ice to pivot into a completely new market and it is now reaping the benefits, says Founder Henry Milroy. The London-based business now has 50 employees and £1.5 million turnover.

What was the inspiration for your business?

In June 2015 I was at Birmingham University doing a degree in Mechanical Engineering. At the end of my second year I went to Thailand with a friend for a two week backpacking holiday. One night we were on the island of Ko Phi Phi and discovered this street food vendor making ice cream rolls on a cold metal pan who was surrounded by a big crowd of people.

We hadn’t seen anything like this before and it looked so cool. At that moment we decided to start our own business doing ice cream rolls in the UK. The next day I emailed my university tutor and dropped out of my course, and while we were still in Thailand we developed the logo and ordered the pans from China, so that by the time we came back to the UK we were pretty much ready to go.

The metal pan is really cold, about minus 25 degrees, and you pour in the cream which can be dairy or vegan or sorbet, and add fruit, cookies or chocolate. Then you chop it all together and spread it over the metal plate and roll it up using spatulas into little ice cream rolls. We started out being hired to make ice cream rolls at events such as weddings and parties, with guests watching as we made the rolls in front of them, and then we opened two kiosks in Westfield Shopping Centre and Selfridges in Manchester. We also had pop-up kiosks in venues around the country.

How did you finance the growth of your business?

My friend and I both put in £3000 of our own money which we used to buy a cheap ice roll machine and a gazebo. When the business started to grow we got a loan from our families which enabled us to buy an ice cream truck.

What has been the impact of the pandemic on your business and how have you dealt with this?

My friend left the business at the start of 2020 and then Covid came, so two massive things happened to me all at once. Retail closed and events stopped so the business went from doing really well to literally nothing. So I had to think what I could do to save the business. The business had an amazing following on social media, and so I decided to develop a home kit so that people could make ice cream rolls themselves. There were some kits already on the market but they didn’t work properly so I found a supplier in China and got a friend to design some packaging. I launched the home kits in June 2020 and initially sales were really slow because I had never done ecommerce before and didn’t have a clue how to market them, but I made some tutorial videos for YouTube and Instagram and over Christmas sales exploded. The kits were constantly selling out which was really exciting and now we are about to launch them in the US. The kits completely saved the business; I don’t know if we would have made it through Covid otherwise.

What key lesson have you learnt about setting up and growing a business?

Don’t rely on one revenue stream.

What has been your biggest mistake?

Saying yes to everything in the early days and spreading ourselves way too thinly. We opened lots of pop-up kiosks very quickly and hired staff without putting much thought into it and the quality went down. I am in a much happier place now because I am managing expectations and not saying yes to absolutely everything.

What has been the most difficult or challenging part of growing your business?

Learning how to manage people. I had never done it before and didn’t know how to get people to respect you and want to work for you. In the early days we always had staff leaving and it was really upsetting. Now I realise that it is about looking at it from their side and understanding what is in it for them. It is the biggest lesson I have learnt.

What has been the secret of your success so far?

I know that I can always rely on myself to find a solution when bad things happen. Things can be awful but I know that I will get through it.

What advice would you give an entrepreneur just starting out about how to grow their business?

Don’t be afraid of making mistakes. See them as learning curves and building blocks. That’s how you grow.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Reliability.

Jane Field, Jonny’s Sister

Jane Field, Jonny’s Sister

Dealing with spelling mistakes and rogue couriers are just two of the challenges of running online personalised gift company Jonny’s Sister, says Founder Jane Field. The business specialises in British handmade products and has a £1.5 million turnover.

What was the inspiration for your business?

I had small children and a big grown-up job in London which involved lots of international travel, and something had to give. One day I was in my hotel room in Hong Kong reading the daily fax from the nanny telling me what the children were doing and I just thought, this is ridiculous. So I quit my job and we moved down to Dorset. I found a local lady to help me make cushions in the shape of letters and I sent one to Country Living magazine which put it on their Emporium page. The letter cushions are still one of our best-selling products.

How did you finance the growth of your business?

We used some of the proceeds from the sale of our house in London and I also had some savings. We have never borrowed.

What has been the most difficult or challenging part of growing your business?

Being able to scale up. A lot of gift companies spend the quiet months in the summer making stock, so that come Christmas it is just a matter of getting it out. But because we make personalised gifts we can’t do that. When we first started doing cake tins we would get orders for personalisation such as ‘Baked by Granny’ so we could do those ahead of time, but now people want something like ‘Granny’s burnt lemon drizzle cake’ so there is absolutely no prep we can do.

What has been the impact of the pandemic on your business and how have you dealt with this?

It has been absolutely amazing, and absolutely disastrous. Like a lot of other online businesses, sales have rocketed. Within two weeks of going into lockdown it was like Christmas in April. But that was quite short lived because the supply chain collapsed. There was nothing coming out of China or India and a lot of the companies we used in the UK, such as the wool mills we used for our throws, all closed. So we redesigned loads of new products based on supplies we could actually get hold of. Overall our sales are up about 88% on last year and we have hired two new people.

Have you changed your business in any way as a result of the pandemic?

Personalisation has changed - everyone wants something much more sentimental and meaningful now. The more jocular, humorous, almost scathing personalisation has gone and now it is all about being kind. That has changed the way we design things. We also started designing things which would fit through the letter box, which has been very popular, because couriers were an absolute nightmare during the pandemic and would throw things over garden walls because they didn’t want to go near front doors.

What key lesson have you learnt about setting up and growing a business?

To concentrate on what you are good at and get the experts to do the rest. I tried doing my own book-keeping at the beginning but I absolutely hate figures and am better at sales. I used to spend two hours at most on selling, and about six hours struggling with book-keeping - if I had spent that eight hours on selling I would have got a lot further on, and that would have enabled me to hire a book-keeper. It was just a false economy.

What has been your biggest mistake?

I wish I’d taken investment and grown quicker. It is probably one of my biggest regrets. Personalisation was a new idea when I started the business - my only competitors were those stands in WHSmith where you could buy a pencil with your name on it - so I had a huge audience for our products. But the whole reason I moved down to Dorset was to get out of a demanding job, and at the time I felt that if I had the additional pressure of investors breathing down my neck, I would be just recreating all those pressures again.

What has been the secret of your success so far?

Customer service. Sometimes we will get personalisation that just doesn’t make sense. Customers need to tick a box on our website to confirm they have checked their grammar and spelling in order to proceed with the order, so legally we could just print what they requested, but we don’t, we always call the customer and check. We waste a lot of precious time doing this but they are always over the moon. As a result we have a lot of loyal customers.

What advice would you give an entrepreneur just starting out about how to grow their business?

Enjoy the journey.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

​Enthusiasm.

Stuart James, MM&K

Stuart James, MM&K

Bringing an outsider in to run the business that you have lovingly created from scratch can be really stressful – and that’s before you have worked out how much you need to pay them to get them on board. Stuart James of remuneration specialists MM&K explains how to deal with the process.

​Stuart James of remuneration specialists MM&K shares his expert advice:

1. Understand why you are doing this

If you are bringing in someone senior to run your business, it is either because you need to for your personal circumstances, or because your business needs a different management approach to take it to the next stage of growth. Be very clear at the beginning of the process about why you need to make this change, and what will happen to the business if you don’t.

2. Accept that you may need to pay them more than yourself

This can be difficult and you need to make sure that you are comfortable with this from the outset. As the founder of the business you may well have been prepared to work for very little money for many years, or even for nothing at all in the early days, but a career Managing Director or CEO will not have the same attachment to the business that you have and therefore will need to be paid the market rate. In this area, you get what you pay for.

3. Accept that you may need to offer equity as part of their salary package

Senior hires into a business will usually expect to be given a share of the upside in return for their hard work, and the risk they are taking by joining your business. But this doesn’t mean you have to give away value that you yourself have already created – you can structure the deal to only give them a share of the future pie that they personally help to create, by setting performance requirements for them. For example you can create a second class of shares in your business called growth shares, which only have a value if future growth targets are met. Enterprise Management Incentive (EMI) options can do the same thing (for qualifying companies).

4. Accept that a senior hire may introduce more structure into the business

As the business grows it will require more structure. That can be really troublesome for an entrepreneur because most of them are not naturally structure driven. They like the freedom and flexibility of the entrepreneurial spirit. But as the business grows it will need a more formal framework to enable it to develop further.

5. Hire the right type of person for your business

There are two distinct types of people you can hire at a senior level – people who are motivated by security and people who are motivated by gain. If you want a steady pair of hands who will deliver consistently year on year, the salary will be more important to them than share options. If you hire someone who is quite entrepreneurial themselves, however, they will have a bigger appetite for risk and so will be more focused on the potential for upside through their share options. The key is to decide what type of person you need for your business, and to have this conversation before you hire them, otherwise one year in you may realise that you have hired the wrong type of person.

Stuart’s Top Tips

1. Get expert advice.

2. Be very clear about what you want for yourself, for the person you are hiring and for the next stage of the business.

3. Review the arrangement regularly to ensure that it is delivering what you hoped it would.

How to structure your tax affairs effectively to enable your business to grow

How to structure your tax affairs effectively to enable your business to grow

Structuring your business tax affairs in the right way can not only save your business thousands of pounds, it can also be a catalyst for growth, says Praveen Gupta, National Head of Tax at Azets, the UK's largest regional SME Accounting and Business Advisory firm.

Praveen Gupta of Azets explains how to structure your tax affairs in the most effective way:

1. Ensure you have a Tax efficient remuneration structure

It is a well-trodden path for director-shareholders to pay themselves a nominal salary (£8,788 is the magic number for 2020/21 where no PAYE or NIC is payable but is sufficient enough to obtain your NI credits for second pensions and NHS credits) and to top this up with dividends. However, the company must have sufficient reserves to pay dividends, the corporation tax rate is due to significantly increase from April 2023 and relevant earnings will be low for personal pension contributions. The key is to have flexibility as not every situation or even every year will be the same. You also need to consider your cash flow needs and what you require to live on.

2. Use tax advantages to attract and retain talent

A tax efficient share scheme can help you attract and retain key talent in your business, which can be essential to drive its growth. One such share scheme is the Enterprise Management Incentive (EMI) which enables you to provide your most valued employees with share options in the business. Once the individuals exercises their options and become shareholders, this could allow you to make payments in the form of a dividend, of which the first £2,000 could be tax free. The scheme is flexible so you can choose to run it as an exit-only option, which means that the individual will only realise some value if the business is sold, or you can set it up so individuals have exercised some options, which makes them shareholders allowing them to be entitled to dividend income as the business grows. The scheme is open to SMEs which have less than 250 employees.

3. Make sure you are claiming all your R&D entitlements

As you grow your business you may well be innovating, perhaps through making or improving a new product or improving processes. If so, then you need to ensure that you are taking advantage of HMRC’s Research and Development (R&D) tax relief. The tax relief is designed to incentivise businesses to innovate and can make a big difference to cash flow - if you spend £100,000 on qualifying R&D activity, for example, you may obtain a tax refund of up to £25,000, or in the case of a loss-making company up to £33,000. The definition of R&D can be applied quite widely so it is worth checking to see whether your business would qualify.

4. Don’t overlook the new capital expenditure tax relief

In the latest Budget HMRC also introduced an extended form of capital expenditure tax relief called a super-deduction, valid for the next two years from 1 April 2021, in which companies spending money on capital expenditure can get a super-deduction capital allowance of up to 130% off their taxable profits on new qualifying plant and machinery expenditure.

5. Use tax advantages to attract funding

It can sometimes be difficult for a business to get external funding so there are some tried and tested tax efficient structures to help growing SMEs attract investment from high net worth individuals. The EIS and SEIS structures, for example, allow individuals who invest in your companies to get tax relief of 30% and 50% respectively. And if the individual holds the investments for a certain period of time then any gain they make when it is realised is tax free.

6. Keep one eye on the exit

Selling the business may be far from your mind at the moment but it is worth bearing in mind that you way you structure the ownership can make a big difference to the capital gains tax you will ultimately need to pay. Qualifying shareholders in the business can claim up to £1 million in Business Asset Disposal Relief – formerly known as Entrepreneurs Relief – so it may make sense to make other family members, who are involved in the business, shareholders before the time comes to sell. They will need to have held the shares for at least two years, though, so you need to plan ahead.

Praveen’s Top Tips

1. Make sure you get advice from an experienced tax advisor. Your local accountant may be an excellent bookkeeper but may not have the expertise or experience needed in this area.

2. Choose an advisor who can grow with the business. You need to make sure you are getting the right input for your vision as the business scales.

3. Do a regular check-up of your tax situation. Taxation planning is not something you can simply do once and then forget about – tax laws change and family circumstances change, so you need to conduct a regular review of your tax arrangements to ensure that they are still fit for purpose.

For more information on how to build the right team to support growth contact Praveen Gupta today.

Azets is the UK’s largest regional SME Accounting and Business Advisory firm delivering accounting, tax, audit, business and advisory services in the UK and internationally. With over 6,500 people across our global office network, we are committed to delivering a personal service both digitally and at your door.

Growing Business Intelligence, together with Azets, has launched a brand new league table, giving you the opportunity to showcase your innovation and growth in the SME market on a national stage. SME Leaders 20 celebrates your leadership, courage, innovation and entrepreneurial stories across the UK. You are the backbone of the UK economy and we have your back.

John Beard, The Whisky Shop

John Beard, The Whisky Shop

The pandemic has opened our eyes to the huge untapped potential of selling online, says John Beard, Co-owner of The Whisky Shop, an independent national chain of upscale whisky shops with a £15 million turnover.

Why were you inspired to join the business?

I had spent a lot of my career working for other people in the drinks industry, including as CEO of global whisky brand Whyte & Mackay, and this was an opportunity to run my own show. The Whisky Shop had faced some challenges before I joined and so I knew it was going to be about quick decision making and creating growth in a turnaround situation.

I came in and got back to basics, focusing on cash, data integrity and a lot of detail. We also opened a shop in Paris which has been brilliant for the profile of the business. It has allowed us to grow much more substantial partnerships with the key brand owners.

We now sell 700-800 whiskies from around the world and our mantra is selling ‘unique, different and interesting’ whiskies – whiskies that are exclusive to us, have a genuine point of difference and are genuinely interesting to whisky afficionados.

How did you finance the growth of the business?

Since I joined the business we have managed to generate our own cash through tight cash management.

What has been the most difficult or challenging part of growing the business?

Securing scarce whisky at the very luxury end of the market. We don’t want to be selling what is being sold in Tesco and Sainsburys, it would just not make any sense, and we are always looking to source interesting exclusive casks and exclusive products from whisky producers because that is why customers come to a specialist whisky retailer.

What has been the impact of the pandemic on your business and how have you dealt with this?

It has really accelerated our growth online and caused us to realign the balance of our business and strategy between online and shops. Pre-pandemic we had a 90/10 split in sales between our shops and online but this will probably move to a very balanced 50/50 spilt coming out of the other side. We had always constrained ourselves online because we were shop led and didn’t want the tail wagging the dog but the pandemic has caused us to reappraise this. We now identify our online presence as where we need the ‘A’ team so we have resourced up all elements of our web structure. That is what I wake up in the morning thinking about now. I think within a couple of years we may look back and say 2020 was the best thing that ever happened to us.

What key lesson have you learnt about setting up and growing a business?

The importance of responding to local needs. If something is important to the shop in Oxford, then it is really important that I make it happen and I am seen to make it happen. We are an independently owned business and all of our stores have different shapes and sizes, different personalities and different clientele, so we mustn’t be overly corporate.

What has been your biggest mistake?

We could have accelerated our online business much quicker. The pandemic forced us to do something that has turned out to be really good for the business. That wasn’t brilliant strategic insight, it was the pandemic. We should be humble enough to realise that.

What has been the secret of your success so far?

Recognising that a small business needs to develop the skills and resources it has, particularly in terms of developing the people who work for it. I have just been travelling around the country visiting our shops now they have reopened and it was really about seeing the people who run the shops more than seeing the shops themselves.

What advice would you give someone looking to grow a business?

Either drill into all the detail until you get absolute insights to the question you are asking, or leave it alone for the people you employ to manage through to a solution. The worst thing you can do is dabble in everything.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow the business?

​Energy.

Alex Read, VGC Partners

Alex Read, VGC Partners

The pandemic is inspiring and driving greater innovation amongst entrepreneurial businesses, says Alex Read, Director of New Investments at private equity firm VGC Partners.

The pandemic and ensuing lockdowns have inspired many entrepreneurial SMEs to introduce new ideas and innovation into their business, says Alex Read.

He says: “We have seen a huge amount of innovation emerging from both new brands and existing brands. For many businesses it has been a real catalyst for positive change and improvement. It has got them to think critically about what their core proposition is and how they can really improve, pivot and mature as a business on the back of it.”

He adds: “I think difficult periods are always catalysts for this type of change and evolution, so although it had been a very challenging period for many businesses, it has also been a really interesting period. We have seen a wave of innovation across the board and that has been really positive.”

Alex says that a key area for innovation for SMEs has been around trying to join up their online and physical presence so that they are able to provide a seamless offering to customers across multiple channels.

He says: “Many businesses are really focusing on introducing innovative technology that allows them to bridge the gap between their online and offline channels more effectively and create a more frictionless and convenient way to engage with their consumers going forward. Companies that are able to do that, particularly in the consumer and the consumer tech space, have seen a real rise in interest and funding.”

Alex points out that innovation is not just confined to online activity; businesses that still need to sell through physical stores are also innovating as they seek exciting new ways to entice customers into their stores.

He says: “Physical retail for consumers is evolving significantly because businesses recognise that as people will be buying more online than they used to, it will be more of an occasion for them to go into a physical store. So they need to really drive brand awareness and consumer engagement.”

Some of that innovation is being focused around the idea of turning physical stores into experience spaces for customers, such as creating pop up art galleries to show off selected products. Some businesses are also seeking to harness innovation by leveraging emerging technologies such as Virtual Reality and Augmented Reality.

Alex says: “The pandemic has really created a necessity for businesses to think critically about how they will innovate in order to capture that consumer market going forward.”

Alex says that all this innovation has attracted the attention of venture capital and private equity investors, particularly those focused on the consumer technology market. “There is a huge amount of interest from investors in businesses that are innovating and adopting new technology because this is such a fundamental part of the business model going forward. We have seen heightened interest from investors in identifying businesses that have looked to leverage this technology and innovate along these lines.”

Alex’s top tips for businesses

1. Focus on your core proposition and make sure it is clearly and effectively communicated.

2. Focus on the short-term objectives of the business as well as the long term objectives because the market is evolving quite quickly.

3. Ensure that you have the right team in place to provide the skills and support to allow growth.

Charlie Bigham, Charlie Bigham’s

Charlie Bigham, Charlie Bigham’s

Finding something he still enjoys doing after nearly 25 years has been key to the success of Bigham’s, the high-quality prepared food business which now has a turnover of £80 million and employs 500 people, says founder Charlie Bigham.

What was the inspiration for your business?

I had a well-paid job with a management consultancy but I really wanted to start my own business so when I was 28 I gave up my job, bought a camper van and spent nine months driving overland to India with my girlfriend to find inspiration. We were eating food in local markets along the way and I suddenly realised that my business should be about food and preparing the ingredients to be cooked quickly, because that is what everybody does around the world. If you go into a market in Turkey or Morocco, there will be somebody with a stall and a bunch of fresh ingredients – you sit down in front of them and they just toss them in a pan and it’s ready. I realised that convenience doesn’t have to mean putting something in a microwave and pressing a button; it can mean quick fresh food.

I decided to start making fresh food kits for people to cook themselves at home so when I got back to the UK I sold the camper van to buy a computer and started experimenting in the kitchen. I began creating complete meal kits but after talking to customers I realised they didn’t want to pay a premium for the vegetables that came with it, so I switched from making meal kits to doing marinaded meat or fish plus a sauce, because those are the bits that people don’t want to do themselves. Waitrose said they would be interested in stocking my food kits and we have continued to supply them ever since.

How did you finance the growth of your business?

I started the business with £20,000 of personal savings and then just kept on reinvesting all the money we made back into the business. We also borrowed a bit from the bank. We have never had any external investors.

What has been the most difficult or challenging part of growing your business?

Finding brilliant people to work in the business and then getting everyone excited and facing the same direction. That has been the most challenging part but also the most rewarding. Ultimately it’s all about the people.

What has been the impact of the pandemic on your business and how have you dealt with this?

It has been very tough for the team because we have been at work every day and that hasn’t always been easy, especially when people are ill and concerned about friends and family. We have been busier than we have ever been – in the last 12 months our sales have grown by 30% which is twice our normal rate, against a backdrop which is a long way from normal. Everyone has had to work very hard and be very adaptable and I am hugely grateful and impressed with my team.

What key lesson have you learnt about setting up and growing a business?

Do something you enjoy because then you will do it well. We are coming up for our 25th anniversary and I still love doing this as much as I did the day I started - in fact maybe more, because I am learning interesting new stuff every day.

What has been your biggest mistake?

Thinking that I could persuade people to buy stock made from pig trotters in supermarkets. The great chef Fergus Henderson and I had a few drinks together and we thought it was a brilliant idea. It wasn’t. We had a lot of fun developing it and called it Trotter Gear but when it went on sale not many people bought it and we had to give up on it.

What has been the secret of your success so far?

Persistence and just sticking at it.

What advice would you give an entrepreneur just starting out about how to grow their business?

That the right time is now - just do it.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Adaptability.

Will King, King of Shaves

Will King, King of Shaves

It’s been a roller coaster ride for Will King, the founder of shaving products business King of Shaves, which experienced considerable highs and lows since it was started nearly 30 years ago. It now has a turnover of £4 million and employs 10 people.

What was the inspiration for your business?

I had always had trouble shaving because I have sensitive skin and the razor would leave my face itchy and bleeding. One day my girlfriend suggested that I put some bath oil on my skin before shaving to see if would make a difference. It felt fantastic, so when I was made redundant from my job with an events company, I decided to create a shaving oil that would solve the problem of razor burn for other people too. I bought a selection of exotic and essential oils from an aromatherapy shop and mixed them together to create a shaving oil and filled 10,000 bottles by hand. Then I cold-called the owner of Harrods and persuaded him to stock my product.

How did you finance the growth of your business?

I started the business with £17,500 borrowed from two friends and my parents and a £10,000 loan through the government’s loan guarantee scheme. I financed the growth of the business through invoice discounting, and between 2009-12 we raised £1 million from our customers through a Shaving Bond, which was paid back in full.

What has been the most difficult or challenging part of growing your business?

Deciding to enter the razor market with our Azor (2008) and Hyperglide (2014) razors and compete against the global brand Gillette despite us only being a small company. I wanted to, and did, bring genuine competition into the razor market but I perhaps bit off more than I could chew. It took over a disproportionate amount of focus in the business and trying to deliver on something that ultimately didn’t quite get over the line took a lot out of me personally; I stepped down as CEO in 2014 but remain a director and the largest shareholder. Silver lining: We did sell patents we owned for a lot of money a few years later.

What has been the impact of the pandemic on your business?

It has had quite a big effect - sales were about 30% down at one point but they are now coming back up. Men have been shaving a lot less during lockdowns – they all got smellier and hairier and lazier but now their wives and partners are saying hang on a minute, you need to up your game a bit as the world opens up.

What key lesson have you learnt about setting up and growing a business?

If you are creating a product then it has got to solve a problem or provide a solution, and it needs to have a purpose. I think that is why King of Shaves is still here after all these years - because people still love our shaving oil, and they like the fact that we are now leading the way with our refillable packaging and our responsible, environmentally friendly approach.

What has been your biggest mistake?

Listening to people I shouldn’t have listened to and trusting people I shouldn’t have trusted. Stepping outside of my core competencies and trying to do things that I probably wasn’t qualified to do. I should have just kept on doing what I was doing.

What has been the secret of your success so far?

A continuing belief in what the business is doing and why it is doing it, and the fact that our products are genuinely loved, bought and used by hundreds of millions of people.

What advice would you give an entrepreneur just starting out about how to grow their business?

Impossible is nothing; just do it - with purpose.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Self-belief.

Phil Adams, GCA Altium

Phil Adams, GCA Altium

Understanding the data that your business generates can pay big dividends, says Phil Adams, CEO of GCA Altium, a global advisory business.

SME leaders should be using data to find out everything they can about their customers, says Phil Adams, CEO of GCA Altium. Doing this will not only attract investors, it will also maximise the value of their business.

He says: “The best businesses use their own data to understand their customer base and demonstrate how they are growing, why they are growing, and where they are going over the next year or two. It can be very powerful.”

Phil says analysing the data created by sales can enable a business to understand a huge amount about their operations, including who is buying their products, what they are buying, when they are buying them and how often they are buying them. Knowing that kind of information makes it far easier to attract an investor.

He adds: “If an investor is looking at a business, they want to know that management really understands its customer base and its market. Does the business know its average order value, is it able to map out how often its customers buy from it? Does it have the data to understand why it is successful? Because that is the bit investors buy into.”

Indeed Phil says knowing the details of the sales a business is making can be even more important than simply increasing the amount of sales being made. “A business might have grown sales but it might not have the level of quality and sophistication needed in terms of looking at the data - and the quality of the data is the bit that makes the difference. We see a massive disparity between companies that can provide data at the drop of a hat, and those that just don’t understand their data and need it constructing for them.”

What makes a business most attractive to investors, he says, is evidence of customers who buy from it again and again. “The holy grail is repeat customers. Whether they are big or small, there is a far higher value placed on businesses that can demonstrate repeatable, recurring revenue - particularly recurring contractual revenue - than on businesses that are seen as having one-off or volatile revenue.”

Indeed he says for some businesses, moving customers onto a subscription model which provides repeat contractual revenue rather than one-off ad hoc purchases will increase the value of the business even if it causes a fall in total sales.

He says: “The harder it is for your customer to dislodge you, the higher the quality of your business you have.”

Phil says Pret a Manger’s launch of its £20 a month coffee card is a good example of a business that is trying to create a subscription model in order to turn one-off purchases into stable recurring revenue.

He says it is vital for SMEs to invest in scalable technology that will be able to provide the data the business needs as it grows.

He says: “Investors are looking for that ability to scale. Sometimes businesses can get to £5-10 million turnover but they can’t get to the next stage, either because they haven’t got the infrastructure or because what they are doing is specific to a local geography.”

Businesses should also use data analysis to avoid being too dependent on one or two large customers for their sales, he says.

“When you are trying to raise investment it is a big risk if you are heavily dependent on one single customer, because if that customer pulls out, you no longer have a sustainable business.”

He says taking these steps will more than pay off. “If a business can broaden its customer base and get a lot of repeat contractual revenue, it will dramatically increase the value of the business without necessarily dramatically increasing its revenue.”

Phil’s top tips for growing businesses

1. Invest in scalable technology to enable you to analyse the data your sales produce – it will be worth it.

2. Make it a priority to increase the number of repeat customers your business has.

3. Broaden your customer base so you are not too reliant on a single customer.

Dominic List, Carbon Labs

Dominic List, Carbon Labs

The demand for healthcare mobile apps has exceeded even our ambitious targets due to the pandemic, says Dominic List, serial entrepreneur and founder of Carbon Labs, which creates mobile client management apps for health and wellness providers. It now has 10,000 users on the platform.

What was the inspiration for your business?

I already had an IT business, Comtact, and I noticed that our healthcare customers were still contacting their clients by phone or by sending out letters that would take three days to arrive. I thought there had to be a better way of doing it. So in 2014 I created a suite of mobile apps that would enable a healthcare provider to manage their relationship with their clients remotely through a mobile phone. Our suite of apps can be used for everything from managing diabetes and weight loss to dealing with mental health issues and even beauty treatments.

What has been the most difficult or challenging part of growing your business?

I initially planned to supply the app to the NHS so in the first few years we spent a lot of time, energy and resources trying to convince the NHS that a mobile strategy was the future. But the NHS procurement process is very rigid and at the time they just weren’t willing or ready for the whole mobile app experience so despite our efforts we came away with very little. We have since focussed on providing our platform to smaller private care providers and complimentary healthcare providers instead.

How did you finance the growth of your business?

Initially it was all financed by myself. It obviously helped that I already had another business. I have since brought other private investors into the business and we are in the process of raising further investment from venture capitalists.

What has been the impact of the pandemic on your business and how have you dealt with this?

We have seen a lot of additional interest in our services since the start of the pandemic and our sales have tripled over the past year. Lockdown has really opened everyone’s eyes to the idea that everything can be done remotely and it has gone from us spending a lot of time convincing people that the world was going mobile, to healthcare providers knocking on our door asking for our help.

Have you changed your business in any way as a result of the pandemic?

Our potential market has become much broader now. Originally we thought our market would mainly be healthcare providers offering services like diabetes and weight loss management but now we are seeing complementary health providers beauty and skincare clinics ask for our services too because their customers are demanding remote mobile access. We are also working a lot with mental health providers as unfortunately during lockdown there was a big increase in the number of people suffering from mental health issues.

What key lesson have you learnt about setting up and growing a business?

Think big right from the start. We didn’t expect to see things like complementary health care being so interested in mobile solutions but that is just the way the world is going.

What has been your biggest mistake?

Not putting in place the right management team in place earlier to allow the company to scale up. Sometimes the team you have at the start is the team who will take it forward, and sometimes that is just the team who will get you out of the block. It is important to realise that.

What has been the secret of your success so far?

Sticking with our vision for the business even through adversity at the beginning.

What advice would you give an entrepreneur just starting out about how to grow their business?

Find someone who can help you develop a multi-channel marketing strategy. People think they can just post a few things on Twitter and Linkedin and it will all come together but it is a bit more complicated than that. You need to figure out how you are going to generate awareness and engage with your target audience across all channels, not one or two.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Determination.

Heather Astbury, The Reputation People

Heather Astbury, The Reputation People

Keep communicating with your customers even if you don’t have much to say, says Heather Astbury, Managing Director and Co-founder of The Reputation People, a reputation management and communications agency.

She says: “It is really important that businesses continue to communicate. Businesses often think they can cut the communication side of things when times are tough and budgets are tight, because they view it as not essential. But it is the last thing they should cut. What businesses often don’t realise is that the conversation they want to be part of is still going to take place; it is just that they won’t be part of it. And if they aren’t in those conversations, the chances are their competitors will be.”

Heather says that if you don’t stay in touch, you have no way of knowing what your customers are thinking. “If your customer hasn’t heard from you at all during the past year, are they still your customers? Or has somebody else nipped into the space you have left empty? Unless your business is very unusual, customers will forget about you and go with the brand that is top of mind. And the brand that is top of mind is the one that has continued the conversation.”

There are several ways to get in touch with your customers but unless you have GDPR permissions to be able to email or phone them, the simplest way to communicate is via social media, she says. That way you can also talk to potential customers too.

Heather says businesses should keep talking even if they don’t feel they have much to say: “It is easy to get into the mindset of thinking, well what on earth do we say because we can’t sell anything and we don’t have anything going on, particularly if you have not been able to operate over the past year. But you need to remind your customers that you are still in business because otherwise they will think you are one of the many casualties of this situation and aren’t around anymore.”

She says that in reality it doesn’t actually matter if you are not trading at the moment and don’t have anything to sell. Indeed even posting mini conversational polls about things that have nothing to do with your product, such as asking what biscuits go best with a cup of tea, can engage your audience. She says there are all kinds of things you can talk about - what new products you are developing, or how the pandemic situation has made you view your business or the industry differently. Even redecorating your premises can be a source of communication: “You can share lots of lovely pictures of the renovation as it is happening and build up some excitement amongst your audience. If you can find ways of having a two-way conversation with your audience, that is the most powerful thing, so that you are not just talking at them but you are having a conversation. Your communications shouldn’t always be very sales focused anyway because that tends to turn people off.”

The key to getting the tone right, she says, is to simply be human.

“Honest and authentic communication is really powerful for businesses. It is all about building an emotional connection with your audience. You need to be cognisant of the fact that many people may have lost loved ones or lost their income and that some of them will have been having a really rough time- but equally, that not everyone will have. So just being human is really important. It is fine to ask people how they are doing and how they are coping. If you are authentic and human, then generally speaking, you are not going to get it wrong.”

Heather’s top tips for businesses right now

1. Just do it. Just jump in and communicate

2. Don’t overthink it – almost any communication is better than none

3. Be authentic and real

Marcus Mollinga, YourZooki

Marcus Mollinga, YourZooki

Increased awareness of the importance of boosting immunity has powered the growth of liquid supplements business YourZooki during the pandemic, which is doubling its workforce to 35 to deal with the increased demand, says co-founder Marcus Mollinga.

What was the inspiration for your business?

I used to play a lot of rugby and had numerous knee operations as a result of injuries. During my rehab I would take Omega 3 fish capsules to reduce inflammation around joints, but I found them hard to swallow and they would always give me fishy burps. I had always been entrepreneurial and had known Jack Morrison since school and so the two of us decided to create an Omega 3 supplement which tasted pleasant and was enjoyable to take. We spent two years working with food scientists to create a product called Omega Water, which was launched into the health food retail chain Holland and Barrett, but it failed because at £3 a bottle it was too expensive and people thought it would taste of fish oil. So we went back to the drawing board and created a higher concentration Omega 3 smoothie that could be mixed with protein shakes and we started selling it under private label to large supplement brands. We were selling thousands of bottles this way so in 2017 we decided to set up our own brand, YourZooki, and take full control of the product. We now sell eight products under our own brand, and counting.

How did you finance the growth of your business?

We funded our own label business with £20,000 of personal savings and when we launched the YourZooki brand in 2017 our families invested £100,000 in return for shares in the business. That money paid for our first production run and to launch our products at trade shows. At the end of 2017 we began selling our products on the television shopping channel QVC and when we needed to provide 20,000 bottles for a special promotion on it, we financed it with a £150,000 invoice and trade finance facility. We now have debt investment totalling over £2 million provided by the likes of Investec, Lancashire County Council’s Rosebud Fund and Metro Bank, and an invoice finance facility.

What has been the most difficult or challenging part of growing your business?

Scaling the business, staying focussed and growing as a team.

What has been the impact of the pandemic on your business and how have you dealt with this?

Covid has been a huge advertisement for people to look after their immunity health and take it seriously, and we have nearly quadrupled in size since the pandemic began, at the peak selling 1 million products a week. More than ever, people are conscious about looking after themselves and instead of spending money on beauty products, they are spending it on good quality immunity support products.

Have you changed your business in any way as a result of the pandemic?

We are launching more immunity focused products and looking at ways to scale up production faster and ultimately bring the manufacturing in-house. Last year we used part of the funding to open up a new facility in Blackpool and grow our team to keep up with demand brought on by the pandemic.

What key lesson have you learnt about setting up and growing a business?

Don’t burn bridges because you never know who you are speaking to and where it could lead to. I met a guy in the gym about ten years ago and I would always chat to him about the business, and now he has joined the business heading up our UK retail sales. He has got all the experience we need and is key to the business.

What has been your biggest mistake?

In our second year we nearly went out of business by trying to take on the US market. We were working with consultants there, but we were naïve and it turned out that they were lying to us about the prospects and conversations they were having with retail chains. We put a lot of trust in them and if we had carried on for another month with them we would not still be in business. Fortunately, with more experience under our belt, we recently signed a contract with General Nutrition Centre (GNC), which is the world’s biggest dietary supplement retailer and has given us access to 2000 GNC stores in the US and Canada.

What has been the secret of your success so far?

Seeing the bigger picture. Jack and I have a clear vision of where we want to get to and so it is about just working hard, being persistent and really looking after your customers, whether they are spending £20 online or they are a retailer, such as Holland and Barrett.

What advice would you give an entrepreneur just starting out about how to grow their business?

Try and set up a business which is scalable from day one. The investors we’ve spoken to over the years have been excited by the potential we have to scale because it allows you to go faster and create true brand value. We could sell our products to any country in the world because of the infrastructure and technology behind us. Scaling up an online business can be much quicker than a business with a physical presence. We sell through our own ecommerce platform and direct to retailers, which gives us more flexibility to grow than if we were tied to our own brick and mortar store.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Being daring

Mark Sellers, TalkTalk Business Direct

Mark Sellers, TalkTalk Business Direct

Many businesses are likely to adopt a permanent hybrid model for how their employees work as we emerge from the pandemic, says Mark Sellers, Managing Director of TalkTalk Business Direct.

A hybrid way of working looks set to be a popular option for many businesses as we emerge from the pandemic, says Mark Sellers, Managing Director of TalkTalk Business Direct.

He says a substantial number of SMEs and larger businesses are likely to allow their employees to split their working week between the office and their home on a permanent basis going forward.

Mark says: “I think we are seeing a real step change in the way that businesses operate. We will no longer be a nation of 9 to 5ers. Going forward there is going to be a more hybrid way of working. I think we will move towards a hybrid model where people are in the office two or three days a week and two or three days working from home.”

He said a hybrid model combining 2 to 3 days working from home with 2 to 3 days working in the office would enable employees to create a healthy work life balance while still being able to connect and collaborate with fellow workers face to face.

“I think it is important that people have that office space as well as their own home space because even with all the online tools we have, it can be difficult to work collaboratively online, and sometimes you can’t beat having a bit of face to face interaction. That water cooler moment and that five-minute chat with someone can make working together a lot easier.”

However Mark said that the key to the success of a hybrid model is for a business to have strong, reliable connectivity, something which can be improved by businesses moving from traditional copper connectivity to full fibre connectivity as soon as this is available in their area. Tapping into the fastest, most reliable connectivity available to businesses will be important to ensure the benefits of having employees working in two different places are felt.

“Having strong, reliable connectivity is absolutely key for businesses. Many businesses are adopting cloud-based solutions which allow employees to use mobile apps on their phones or laptops to facilitate how they work, and if you don’t have that kind of functionality it will hinder productivity.”

Mark says that many businesses, including TalkTalk itself, have been surprised and impressed by the wide range of roles that employees have been able to achieve from home, with secure fibre connectivity making it possible for employees to carry out even sensitive roles from home that businesses could never have imagined being possible from outside the office.

He says: “We have been able to allow people to work from home in roles that we never thought we would be able to in the past. Having the right security products and the right firewalls in place allows people to deal with customer payments or customer accounts which historically you would never have dreamt of being able to do from home. It is all about making sure that you have got the right security and the right connectivity in place.”

He said that Talk Talk’s network usage has risen by 40% across the board over the past 12 months as businesses have discovered how much they are able to do away from the office. Connectivity has never been so important and TalkTalk has continued to invest in its network to meet rising demand and ensure network performance remained unaffected.

Mark says that embracing a hybrid way of working opens up huge opportunities for growth for many businesses, including making it more attractive for younger workers to join their workforce.

“I think it opens up whole different avenues for businesses in terms of the way they work, because it enables them to be a lot more agile and flexible, and that approach is something that is a lot more appealing to younger people than a traditional 9 to 5 structure.”

Mark’s Top Tips for businesses

1. Make sure your business has strong, secure, reliable connectivity.

2. Build a culture of trust with your employees so they are equally comfortable and productive working from home or the office.

3. Make sure you put the right training and processes in place for your employees to embrace hybrid working.

Drew Ellis, Founder of Like Minds

Drew Ellis, Founder of Like Minds

Online networking will never be as effective as networking in-person and SME leaders should throw themselves back into it as soon as they are able to, says Drew Ellis, Founder of Like Minds, an events business which runs online and live networking and thought leadership events.

SME leaders need to make the effort to get out there and start networking face to face again as soon as they are able to, says Drew Ellis, founder of networking events company Like Minds.

He says that while online communication via video calls has been invaluable during the past year of lockdowns, there is no substitute for learning from each other and sharing thoughts and ideas in person.

“It is really important that people get back to face to face networking because it is a completely different dynamic to networking online. You get to know somebody a lot quicker when you are in-person than you do on screen because of the non-verbal signals they give out. Onscreen meetings work very well with people that you know and trust, but trying to engender trust via a screen is very difficult.”

He adds: “When you meet someone in person you are not as focused on their face as you are on a screen; you are able to look away and at your surroundings, and it is a lot more relaxing. But onscreen you are not only constantly looking at them, you are also constantly looking at yourself and it can be very off-putting.”

Drew says the best thing about networking in person are the thoughts and ideas that can emerge from an engaged conversation, which you can then apply to your own business. Indeed you can often learn as much from talking to people from a different industry as you can from your own.

“In networking you are entering into discussions with like minded people and so you are going to come away with ideas that you could apply to your own business. It helps you look at the way your business is structured. You can also learn a lot from other industries, not just your own.”

He adds: “If you don’t meet people face to face, how do you grow and how do you learn? You can’t learn absolutely everything online; you need to talk to your peers to find out the mistakes they made and what works and what doesn’t work, and you can only get that through engaged conversation and listening to people.”

However Drew says that the past year has shown that there are also some benefits to networking online which can to be used to enhance physical events in future, particularly around accessibility and data.

He says: “When we get back to delivering ‘in person’ events, we will still livestream them because there will still be a global audience out there that can’t attend for one reason or another. By livestreaming them you are allowing people to still engage with the content and also to be there physically and make contact in person. So you get the best of both.”

Online events have also shown made it much easier to get detailed information about people attending your event which would be useful to incorporate into in-person events, he says.

“You get so much more data from an online event than you would from an in-person event. Platforms such as Hopin, for example, will show you how many minutes someone has spent in a particular session, for example, or what part of the world they are from. There is a lot of data that you can get which you wouldn’t normally get from an in person event.”

Drew’s Top Tips

1. Never stop learning. People are inquisitive by nature and we should always be looking to improve ourselves, whether that is personally or professionally.

2. Always be open to opportunities and listen to what other people have got to say.

3. Be inspired to look beyond your own industry. Look at other businesses and the way that they operate – how they do sales and marketing or the way they acquire customers, for example, and see if you can apply those systems and processes and frameworks to your own business.

Dr Elliot Street, Inovus Medical

Dr Elliot Street, Inovus Medical

Attitude, excellence and ethic are the three values driving Inovus Medical, a business started up by Dr Elliot Street and Jordan van Flute which designs and manufactures healthcare training simulators for surgeons. It supplies 70% of UK hospital trusts and employs 24 people.

What was the inspiration for your business?

I was at medical school and realised that surgical training was still being delivered in a relatively antiquated way, following what is known as a ‘see one, do one, teach one’ approach, with a lot of the skills acquisition being done on the patients. That approach was fine 100 years ago but now that technology exists to deliver surgical training I felt the way surgeons are training should be a lot closer to the way airline pilots or elite athletes are trained. At that stage the simulators that existed for training surgeons were very expensive, not necessarily accessible and often not particularly realistic. So when I was 23 I set up a business with my co-founder Jordan Van Flute to design and manufacture simulated training equipment for surgeons. Our aim is to provide affordable, accessible and functional healthcare simulation.

We initially ran the business from our University bedrooms and our first product was a basic training box for keyhole surgery. We would make the boxes in Jordan’s grandparent’s garage and sell them directly to surgeons through a website we self-coded.

For the first four years we ran the business as a side hustle while I was at medical school and then working as a junior doctor but we eventually outgrew the garage and we moved into a little basement facility before moving into our current premises.

How did you finance the growth of your business?

We were students and didn’t have any money so we launched the business with about £400. Every time we sold a training box we would plough the money back into buying a piece of equipment that could help us make the product a little bit better or allow us to make a better website. That is how we grew the business for the first six years.

Since 2018 we have raised around £2.2 million in funding, mostly through debt and grants but we also got an equity investment from the Northern Powerhouse investment fund.

We have gone from using heat guns and rudimentary jigs to using production level 3D printing to manufacture our products so we now use some of the world most advanced manufacturing technologies. Our mission is to become the world’s leading supplier for surgical training technology.

What has been the most difficult or challenging part of growing your business?

The major challenge has been the constant battle between the cost of funding the commercial growth of the business through its sales and marketing function and the cost of building a manufacturing facility. That has been difficult to balance because there is only so much capital to go around.

What has been the impact of the pandemic on your business and how have you dealt with this?

Our business grew last year because surgeons have been unable to operate at the volumes they normally would and our simulators help them maintain their skills levels even when they are not able to perform on real patients. In the middle of the pandemic we also launched an augmented reality technology which allows surgeons to perform what seems like a real operation on their laptop from home. Covid has accelerated the adoption of that technology dramatically.

What key lesson have you learnt about setting up and growing a business?

That the most important thing is to communicate with people properly; not just with your own staff but with all the stakeholders of the business, whether that is investors, customers or suppliers. We spend a lot of time training and supporting our team on how to communicate well.

What has been the secret of your success so far?

We have three core values that drive the business and are key to our success. They are attitude, excellence and ethic. Attitude is just about being nice to people; excellence is something I instil in everyone because I am an absolute perfectionist. We know that people make mistakes, but if you are sloppy and then you make a mistake, it is going to be disastrous. However, if you are aiming for 150% and you make a mistake, then falling short of 150% is not such a bad thing. Work ethic is about the ability to just keep grinding it out. Combining these values is what I believe underpins our success so far.

What advice would you give an entrepreneur just starting out about how to grow their business?

If you are on your own, find a co-founder who can complement your skill set because no matter how talented you are, you can’t be good at absolutely everything.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Grit.

How to use technology to grow your business

How to use technology to grow your business

Technology is faster, cheaper and easier to implement that ever before and ambitious businesses should be constantly looking at how it can help them power ahead, says Fraser Campbell, UK Head of Accounts and Business Advisory Services at Azets, the UK's largest regional SME Accounting and Business Advisory firm.

Fraser Campbell of Azets explains how technology can power up and grow your SME.

1. Understand why you need to do this

As you grow your business you are increasingly likely to come up against a number of resource constraints, whether that is being constrained in terms of your productive capacity or having enough customers to sell to. Technology can help you find ways of optimising those resources, whether that is by using automation to free up staff time, helping you pinpoint customer needs, or organising your production flow more efficiently to raise productivity. A key point of harnessing technology is to enable your business to get more out of what it has already got and to grow the number of products, services and customers.

2. Understand how technology can help your business

There are four key ways that business technology can help your business grow further. First, it can help you collect and analyse data generated by your business which you can use to win more customers. Instead of waiting until the end of the month when your accountant does your books, technology-driven apps can give you real time information about which customers are making you money, where you are winning most business, whether your business and marketing plans are working, which employees are more productive, and so on. You can harness this data to make your business better.

Second, technology can help you automate your business, whether that is automating your customer acquisition, production flow, inventory, sales fulfilment or your administrative and accounting processes. Tasks that previously were largely manually based can now be entirely automated and can give you a lot of time back to focus on growing your business.

Third, technology can improve collaboration and connecting in your business. Collaboration tools such as Microsoft 365, Slack and Trello are extremely powerful and very effective at making your team work together better.

Finally, technology can help you acquire more customers with tools which range from an automated email or social media campaign to integrated CRM marketing systems that target specific types of customers.

3. Create an implementation plan

As an existing business, you need to think tactically about how you improve what you do by using technology. That means it is really important to plan how do you are going to do it, and then take it a step at a time. Create a business plan which starts with what your customers want and works back to how you are going to deliver a compelling product or service and then consider what this means for your teams and systems.

Make sure you understand strategically how you want to evolve your business model and then think critically about how technology can be implemented to start making those changes. I have seen too many times businesses try and do it all at once and fail.

4. Embrace the low costs

Thanks to the cloud and digital connectivity, technology has never been more accessible or affordable than it is today. There are some really powerful, inexpensive, accessible software solutions to help every shape and size of SME power up their business. Investing in technology no longer requires a big upfront cost - the vast majority of technology platforms in the cloud are available on a monthly subscription. The cost of simple accounting cloud software like Xero, Sage or QuickBooks for example, which has a huge number of features and a great amount of capability and connectivity, starts at no more than £25-£30 a month.

5. Don’t take your eye off the rest of your business

Some businesses view technology as being the answer to everything. It is not. It is a very important and powerful tool, but it is important not to forget about the other aspects of your business in the process, whether that is your staff and how you are developing them, understanding your customers, or the financial health of your business. Businesses that are focused on being tech enabled to the exclusion of everything else will fail because they are forgetting about the other core elements of the business.

6. Monitor your technology requirements on a regular ongoing basis

Just like your business strategy, plan, and modelling, using technology in your business is a continual process. So once you have decided how to use it, make sure you regularly measure and review its effectiveness to check it is delivering the benefits you expected it to. If it isn’t, then fix the problem, either by reconfiguring the technology you have, or by finding a better alternative.

Fraser’s Top Tips

1. Technology will impact almost every part of a business. So whoever you put in charge of technology needs to understand how to embed the right blend of business change through Technology, People and Process.

2. If in doubt about what kind of technology will work best for your business, seek expert professional advice. It is also useful to access technology funding or expertise through Regional and National BEIS Support Network.

3. Start with a clear plan addressing problems or opportunities you want to solve first (e.g. free up time or win more customers). Don’t try and fix everything at once!

Fraser Campbell is a trusted business advisor to many clients at Azets, advising how to harness technology and the data it provides to help businesses to grow. For more information on how you can use technology to power up your SME business, contact Fraser today.

Azets is the UK’s largest regional SME Accounting and Business Advisory firm delivering accounting, tax, audit, business and advisory services in the UK and internationally. With over 6,500 people across our global office network, we are committed to delivering a personal service both digitally and at your door.

Growing Business Intelligence, together with Azets, has launched a brand new league table, giving you the opportunity to showcase your innovation and growth in the SME market on a national stage. SME Leaders 20 celebrates your leadership, courage, innovation and entrepreneurial stories across the UK. You are the backbone of the UK economy and we have your back.

Cris Reeves, Haughton Honey

Cris Reeves, Haughton Honey

Using mail order rather than social media to drive sales, being stubborn and having the determination to make honey an exciting product again has been key to the success of Haughton Honey, a fast-growing English honey business in Cheshire, says its founder Cris Reeves.

What was the inspiration for your business?

I am a bee farmer and I am also a massive foodie and I realised that there was a need in the market to reinvigorate honey as a kitchen cupboard product. It had got very staid and very boring, and we wanted to do what Innocent Drinks did to smoothies and create a bright colourful British brand that stood out on the shelf. I wanted to make it a bit more interesting and exciting.

How did you finance the growth of your business?

I initially financed it with personal savings and then in 2016 we raised £112,000 by crowd funding through Crowdcube to expand and grow the business. Our target had been £80,000 but we were actually overfunded by 35%.

What has been the most difficult or challenging part of growing your business?

Generating good cash flow. It takes a great deal of time to grow a business to the point where it is self-reliant and self-sustaining. Cash flow is everything. If your cash flow is healthy then you are doing fine; if you are constantly struggling for cash, your business will be struggling too. I think learning that early on is very important for any founder.

What has been the impact of the pandemic on your business and how have you dealt with this?

As a food company we were probably the least affected by the pandemic so we have been very lucky. We lost a lot of wholesale business when shops and garden centres closed so we shifted our focus pretty much entirely onto our mail order business and heavily advertised in the national press which increased our turnover substantially. We were lucky that we already had an established infrastructure for mail order and were very good at it.

As a result we were incredibly busy during April and May 2020 when people were almost panic buying our products and our sales trebled in a matter of weeks.

We also launched our CBD infused honey in February 2020, just before the pandemic hit, which helped our sales. The timing could not have been better, because it is a health and wellness product for people who suffer from stress and anxiety, and of course there has been a lot of that around in the past year.

We are now seeing things return to normal but we have won quite a lot of new regular customers which we otherwise wouldn’t have done.

What key lesson have you learnt about setting up and growing a business?

That you need to be able to say ‘no’ because there are so many opportunities out there that you can’t say yes to them all. You have to decide for yourself what is going to generate a recognisable increase in turnover for your business. That can be a challenge because there are many businesses offering services that will try and relieve you of your investment funds.

What has been your biggest mistake?

We hired an agency to manage our social media platform which got us a large number of followers but it cost us a great deal of money and it just didn’t sell honey. It was a very expensive vanity project that didn’t contribute towards the cash flow. We also hired some so-called sales expertise that cost us a large monthly retainer but didn’t actually deliver sales.

We are very obsessive about where we spend our money now and if we don’t think it is going to help raise our brand profile or more importantly generate money for us, we don’t do it.

What has been the secret of your success so far?

We spent a large amount of money and passion developing our brand. I am really proud of our brand because it is very simple and it says exactly what we are.

What advice would you give an entrepreneur just starting out about how to grow their business?

Have an eye on the future but also focus on the current month, because if you don’t get to the end of the current month then there is no future.

What personal quality or characteristic has been most useful to you as an entrepreneur as you grow your business?

Being stubborn.

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