If you’re ready to make the shift from procrastinator to productive force to be reckoned with, listen up. Sam Tornatore is a performance coach, neuro change practitioner and productivity expert who has been helping business owners and professionals overcome procrastination and achieve their biggest goals for 20 years.

In this episode, Sam unpacks the causes of procrastination, from common fears to outdated belief systems, and shares his best advice to overcome them. He reveals his top tips for reaching peak productivity and the power of investing in yourself to create the success you wish for.

Tune in to find out how to identify your own causes for procrastination and the steps to take to kick procrastination to the kerb.

1. Identifying procrastination

2. The power of investing in yourself and pursuing passions

3. Goal-setting and productivity

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Could your customer service culture use a boost? Monique Richardson is the author of They Serve Like We Lead and a service expert who has spent decades helping businesses big and small deliver exemplary customer service.

On this episode, Monique reveals the alarming increase in customer abuse and aggression since COVID and shares the importance of having clearly defined policies to address it. She also discusses how organisations can improve their service levels and the practical application of servant leadership to drive success. We touch on the role of service leaders in organisations, the importance of making customer service a part of the culture, and how to recognise and motivate team members to deliver excellent customer service.

Tune in to get valuable insights on how to improve your organisation's customer service and leadership.

1: Handling customer aggression

- 400% increase in customer abuse/aggression during and since COVID.

- Clearly defined unacceptable customer conduct policy should be in place and communicated to customers and team members.

- Safety and wellbeing of team members should be the top priority, and they should never be left wondering what to do

- Induction training in an organisation should include an element of customer service.

2: Improving service levels in organisations

- Mediocre service needs to be examined to understand why it is happening.

- Poor service can be caused by factors such as lack of technology, training, standards or behaviours.

- Understanding the reasons for low service levels and identifying solutions to elevate the service experience.

- The servant leadership philosophy - serving first and leading second.

- Organisations that have adopted servant leadership have shown profitability and business success.

- The practical application of servant leadership can have positive impacts on people, organisations, culture and customer experience.

3: Characteristics of successful service leaders

- The importance of self-awareness and the ability to identify strengths and weaknesses.

- Service leadership involves both mindset and skills such as coaching, recognising good work, and providing feedback.

- Leading by example is a crucial aspect of their leadership style and they have clear standards and expectations for their team.

- Great service leaders are highly visible and provide coaching, feedback, recognition, and reinforcement to their team.

- To provide the best customer experience, leaders should provide training and development opportunities, such as interpersonal skills or managing difficult customer behaviour.

4: Integrating customer service into organisational culture

- Customer service should be integrated into daily team meetings and catch-ups, rather than being a one-off topic.

- A culture of taking care of customers and employees is key to success.

- The commitment to excellence and a focus on customers and employees must be unrelenting every single day to achieve desired outcomes.

- The importance of collecting compliments and sharing positive feedback with the team to recognise good work and boost motivation.

- Encouraging teams to share their own ideas on how to improve the customer experience, especially those on the front line who interact directly with customers.

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Are you tired of wasting money on marketing that doesn’t work? You’re not alone. Fortunately, this week’s guest, Amy Miocevich, has the answer.

Amy is a sought-after marketing expert, founder of Lumos Agency and the author of The Very Good Marketing Guide. On this episode, Amy shares her advice on building your marketing strategy, turning strangers into loyal superfans, and identifying and overcoming bottlenecks in your business. She reveals the importance of prioritising consistency and relationship-building to maximise the value of customers, and also explains why you should always position the customer as the hero.

Tune in to learn how to apply these easy marketing strategies to your own business.

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If you want to crack seven figures and beyond, then having a strategy for growth is imperative, and today’s guest knows all about that.

Jenny Stilwell is the author of The 7% Club: How to be one of the 7% of businesses that make it beyond $2M in turnover and she has helped hundreds of business owners through the challenges of growth. As a mentor to CEOs and as CEO of her own and others’ companies, she knows first-hand what it takes to grow a business. In this episode Jenny reveals the secrets to a sustainable business, her top tips for managing risk, and the role of culture and leadership in business success. Plus the blockers that might be inhibiting your growth!

In this episode, Jenny unpacks:

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Jacqui Clarke is a seasoned business executive and personal wealth expert. With over three decades of experience helping high-net-worth individuals and business owners build and preserve their wealth, Jacqui joins us today, before launching her new book Stop Worrying About Money to share her insights on a range of financial topics.

From practical advice on avoiding common money traps to tips on managing cash flow, reducing cost bases, and dealing with scope creep for small business owners, this episode offers valuable insights and actionable tips for listeners.

Whether you're an individual looking to make smarter financial decisions or a small business owner looking to grow and thrive, Jacqui's expertise and experience can help guide you on your journey to financial success.

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On this episode of Flying Solo, we dive into the world of innovation and how it is crucial for businesses to embed innovation into their culture to succeed long term.

Today's guest, Zoe Aitken, is an innovation and customer engagement expert with decades of experience. Zoe unpacks the importance of customer engagement, and prioritising customer needs as a platform for achieving business innovation.

Join us as we explore the key habits, cultural aspects and processes involved in successful innovation and how you too can use an innovation mindset to see your business take flight.

In this episode, Zoe explains:

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Today’s guest is Lauren Stokoe. Lauren is a Director at IP Australia. She’s an experienced product manager working across public and private sectors on digital transformations and the implementation of new products. She’s also the Venture Manager for Trade Mark ™ Checker.

If you’ve ever considered trademarking your business IP, TM Checker is an AI-assisted tool created by IP Australia that makes it simple for small businesses to check trade mark availability and complete the application process in literally minutes.

If you're curious about the ins and outs of Intellectual Property and trade marks and want to know more about how they can protect your business from competitors, then this episode is for you.

In this episode, Lauren unpacks:

*This podcast is intended to provide general information regarding intellectual property and does not constitute legal or professional advice. It is not intended to take the place of legal or professional advice and should not be relied upon as such.

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Kate Toon is an award-winning entrepreneur, digital educator, SEO and copywriting consultant, coach, speaker, podcaster AND the best-selling author of Confessions of a Misfit Entrepreneur.

She’s crafted a career as a digital mastermind while working from home and raising her son as a single mum. She about to jet off to Europe for a series of speaking engagements – she really is living the good life! But before she does she’s joining us to chat about her new book, Six Figures in School Hours – which is chock-full of valuable advice for how you can get over parent guilt, run a business and live a great life!

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Milton Collins a man of many talents. He’s the former CEO of Federation Square, where he spent his days running the Transport Hotel Group. He’s headed up an importing and distribution business, and even spent time as the owner of a horse and cattle stud.

He’s renowned for his business nous and is a sought-after and award-winning business coach and CX expert. Most recently he’s turned his hand to writing – and his new book, Delight, Disrupt Deliver, is chock-full of great advice for small business owners looking to create a great customer experience to attract more sales.

In this episode, Milton unpacks:

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Money! How to manage it, how to make the most of it, and how to attract more of it, are questions we’d all like answered and this week’s guest, Clare Wood, has some practical solutions. 

Clare is a sought-after money mentor, author, speaker and CPA-qualified accountant who helps service-based businesses to scale. She also runs The Profit Academy, an online school created to help business owners increase their profits exponentially.

When it comes to money management, Clare knows just what it takes to help business owners make more money and create a life of financial freedom and fun.

In this episode, Clare unpacks:

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