ScaleUp Radio

What happens when a pandemic destroys your original business model?

For Jamie Smith and his co-founder Alex, it became the catalyst for creating an entirely new category within the wine industry.

Starting as a wine retailer and tasting club, they quickly discovered that shipping glass bottles was expensive, inefficient and environmentally problematic. Rather than accept the challenge, they spent three years developing a proprietary wine pouch capable of preserving and ageing wine in a way that mimics a traditional glass bottle and cork.

Today, EcoSIP works with major brands including Naked Wines and The Wine Society, providing innovative sustainable packaging solutions that reduce cost, waste and environmental impact while maintaining wine quality.

In this episode, Jamie shares the journey from startup retailer to specialist co-packer, the realities of bootstrapping deep product innovation, and their ambitious plans to make sustainable wine packaging a global standard.

In this episode:

A pandemic pivot that changed everything

When lockdown disrupted their newly launched wine retail business, Jamie and Alex quickly shifted towards direct-to-consumer wine tasting experiences.

The challenge soon became obvious.

Shipping wine in glass bottles was expensive, heavy and fragile, often costing more than customers expected and creating significant environmental impact.

The solution started with a prototype made using hair straighteners and a cereal box.

That simple idea ultimately evolved into EcoSIP's proprietary wine pouch technology.

Solving a problem others couldn't

The team identified a major issue with existing alternatives.

Cans prevent oxygen transfer completely, affecting wine development.

Traditional bag-in-box solutions allow too much oxygen exposure, impacting quality.

EcoSIP set out to create packaging that behaves more like a glass bottle with a cork.

After three years of research and development, multiple material generations and constant reinvestment of profits, they developed a pouch capable of replicating the oxygen transfer characteristics needed for wine ageing.

Building a defensible business

One of the most fascinating aspects of the conversation is how Jamie and the team built genuine barriers to entry.

Their competitive advantage now includes:

• Proprietary pouch design

• Trademark protection

• Patent-pending processes

• Specialist filling and preservation methods

• Deep operational expertise developed through years of experimentation

The result is a packaging solution that many competitors would struggle to replicate.

Quality control at scale

Protecting wine quality remains central to EcoSIP's proposition.

Their process includes:

• HEPA-filtered clean room environments

• Individual bottle quality checks before decanting

• CO₂ blanketing to minimise oxidation

• Nitrogen purging to reduce oxygen levels before filling

• Carefully engineered packaging materials designed for long-term wine preservation

These systems allow clients to maintain product quality while benefiting from a more sustainable delivery model.

Growing through reputation

Unlike many startups, EcoSIP has achieved growth primarily through referrals and word of mouth.

Satisfied customers have become advocates, creating a strong pipeline without significant marketing investment.

This organic growth has helped the business scale while remaining fully self-funded.

Funding growth without losing focus

The company has been built using:

• Trading profits

• R&D tax credits

• A Bounce Back Loan

Every available resource has been reinvested into developing the technology and refining the process.

Now, with the product proven and commercial demand growing, the next step is investment in sales and marketing capability.

The global vision

Jamie's ambition extends far beyond UK wine packaging.

The long-term vision is to establish packaging hubs close to wine production regions around the world.

Instead of shipping heavy glass bottles internationally, wine could be packaged near source and distributed more sustainably.

Eventually, EcoSIP aims to transition from co-packing to licensing its technology directly to wineries globally.

The One Key Thing

Innovation becomes far more valuable when it solves a genuine customer problem.

EcoSIP's success didn't come from creating new technology for its own sake. It came from relentlessly solving the challenges of cost, sustainability and quality in wine distribution until they created something genuinely difficult to copy.

Standout Quote

"We spent three years reinvesting everything back into the product until we had a solution that genuinely worked."

About EcoSIP

EcoSIP provides innovative sustainable wine packaging solutions through its proprietary pouch technology, helping wine brands reduce costs, improve sustainability and deliver high-quality products to consumers in a more flexible format.

Scaling up your business isn't easy, and can be a little daunting. Let ScaleUp Radio make it a little easier for you. With guests who have been where you are now, and can offer their thoughts and advice on several aspects of business. ScaleUp Radio is the business podcast you've been waiting for.

If you would like to be a guest on ScaleUp Radio, please click here:

https://bizsmarts.co.uk/scaleupradio/kevin

You can get in touch with Kevin here:

[email protected]

G90 Summit

Most founders I speak to feel busy but stuck; plenty happening, but not always clear on what genuinely matters most this quarter.

If that's you, the G90 Summit is worth a look.

A structured half-day where we work through everything competing for your attention, get clear on the three to five things that must happen in the next 90 days, then commit to them and build the system to make sure they actually happen.

Quarterly, virtual, £97 a seat.

http://Smart90.co.uk/summit

Jamie can be found here:

https://www.ecosip.co.uk/

https://onlinewinetasting.club/

[email protected]

Resources:

The Maker & The Merchant Podcast - https://open.spotify.com/show/51mYMnpuCR9UKxydI1OgXT?si=c75509dfa1f14124

How often do business owners make decisions they later regret?

Whether it's hiring, investment, strategy, pricing or growth, most founders like to believe they make rational decisions. Yet the reality is that emotions influence almost every business decision we make.

In this episode of ScaleUp Radio, Kevin Brent is joined by psychologist, researcher and entrepreneur Magda Du Preez, founder of GetSense.net. Following years of academic research into decision-making and cognitive bias, Magda has developed practical tools that help entrepreneurs and leaders make better decisions under pressure.

The conversation explores why emotions are not the enemy of good decision-making, how confidence impacts business performance, and why creating clear decision rules can dramatically improve organisational effectiveness as businesses scale.

In This Episode

How one hiring decision nearly bankrupted a business

Magda shares the story that sparked her research journey. A client faced intense investor pressure to make a senior hire quickly. The decision was driven more by emotion than evidence and almost resulted in the collapse of the business.

That experience led Magda to investigate how emotions influence judgement and trigger cognitive biases, ultimately resulting in the creation of GetSense.net.

Why emotions matter in business decisions

Entrepreneurs rely on emotional energy to move quickly and seize opportunities. The challenge is not eliminating emotion but understanding how it affects thinking.

Magda explains that when emotions go unchecked, they can distort judgement, increase bias and create blind spots. Learning to recognise and manage these emotional influences is a critical leadership skill.

The FIRE framework for better decisions

Magda introduces her practical four-step framework:

F – Feel Recognise and acknowledge the emotion you are experiencing.

I – Inspect Examine what is triggering the emotion and how it may be affecting your thinking.

R – Respond Choose a deliberate response rather than reacting automatically.

E – Evolve Learn from the experience and continually improve future decision-making.

This process helps leaders create a pause between emotion and action, allowing better choices to emerge.

The one key thing

Appropriate confidence is the foundation of better decision-making.

According to Magda, appropriate confidence is the ability to accurately distinguish between what you know and what you think you know.

It acts as the gatekeeper to many other cognitive biases and can significantly influence business performance. Research highlighted in the discussion suggests that even modest improvements in appropriate confidence can correlate with substantial improvements in business growth.

Four decision-making capabilities every founder should develop

Magda identifies four critical areas:

1. Appropriate Confidence Accurately assessing your own knowledge and certainty.
2. Risk Appraisal Evaluating risk objectively rather than emotionally.
3. Objectivity Seeing through framing effects and cognitive distortions.
4. Decision Rules Creating clear guardrails that simplify and improve decisions.

Decision rules: the scaling tool most leaders overlook

One of the most practical discussions centres around decision rules.

Unlike values, which remain relatively stable over time, decision rules are temporary and contextual. They create clarity around priorities and empower teams to make aligned decisions without constantly seeking approval.

Examples include:

• No capital expenditure this quarter
• No hiring unless revenue targets are achieved
• Customer retention before customer acquisition
• Focus on recurring revenue opportunities only

By creating clear decision rules, founders reduce decision bottlenecks and free themselves from becoming the centre of every choice.

Practical tools you can use immediately

Magda shares several simple but powerful techniques:

The Reversibility Test

Ask yourself:

"Is this decision reversible?"

If it is not, slow down and spend more time evaluating options.

The 10-10-10 Method

Consider the consequences:

• In 10 minutes
• In 10 months
• In 10 years

This creates perspective and reduces emotional overreaction.

Behavioural Circuit Breakers

Create simple interruptions when emotions are running high:

• Take a sip of water
• Step outside the room
• Use visual reminders such as a FIRE note on your desk

Small actions can create enough space for better thinking.

AI as a thinking partner, not a replacement

Magda also discusses the role of AI in decision-making.

Rather than outsourcing thinking, leaders should use AI to challenge assumptions, surface blind spots and ask better questions.

One particularly useful technique is asking AI to critique its own recommendations from the perspective of a recognised expert. This helps improve the quality of insights while keeping the human firmly in control of the final decision.

Key Takeaways

• Emotions drive far more business decisions than most leaders realise.
• Appropriate confidence is a critical predictor of decision quality.
• Better decision-making can be learned and improved systematically.
• Decision rules help teams move faster while remaining aligned.
• AI works best as a thought partner rather than a decision-maker.
• Small behavioural interventions can dramatically improve judgement under pressure.

About Magda Du Preez

Magda Du Preez is a psychologist, researcher and entrepreneur. She is the founder of GetSense.net, a platform designed to help individuals and organisations improve decision-making through evidence-based frameworks, AI-assisted coaching and practical learning tools.

Scaling up your business isn't easy, and can be a little daunting. Let ScaleUp Radio make it a little easier for you. With guests who have been where you are now, and can offer their thoughts and advice on several aspects of business. ScaleUp Radio is the business podcast you've been waiting for.

If you would like to be a guest on ScaleUp Radio, please click here:

https://bizsmarts.co.uk/scaleupradio/kevin

You can get in touch with Kevin here:

[email protected]

G90 Summit

Most founders I speak to feel busy but stuck; plenty happening, but not always clear on what genuinely matters most this quarter.

If that's you, the G90 Summit is worth a look.

A structured half-day where we work through everything competing for your attention, get clear on the three to five things that must happen in the next 90 days, then commit to them and build the system to make sure they actually happen.

Quarterly, virtual, £97 a seat.

http://Smart90.co.uk/summit

Magda can be found here:

https://getsense.net/contact - Don't forget to mention ScaleUp Radio to get a free trail!

Resources:

Noise by Daniel Kahneman - https://uk.bookshop.org/p/books/noise-daniel-kahneman/1584645?ean=9780008309039&next=t

Hammock Way of Life by Janet Tanguay - https://hammockwayoflife.com/store/

Most business owners spend years building their company, yet very few spend any time building an exit strategy.

In this month's ScaleUp Radio Shorts episode, Kevin Brent and Louise Blunt explore why exit planning isn't really about leaving your business. It's about creating a stronger, more valuable, and less owner-dependent company today.

The reality is sobering. For many founders, their business is their most valuable asset after their home, yet the vast majority have no formal exit plan. Even fewer achieve the outcome they hoped for when they eventually sell.

The good news? The same disciplines that increase business value are the very things that help you scale more effectively, improve profitability, and create greater freedom as an owner.

In This Episode

Why Exit Planning Is Really a Growth Strategy

An exit plan should not be something you create a few years before retirement.

Instead, it should become a framework for building a stronger business today. The systems, processes, leadership capability and recurring revenues that make a company attractive to buyers are exactly the same things that make a business easier to run and scale.

Understanding What Your Business Is Really Worth

Many founders significantly overestimate the value of their business.

Kevin and Louise discuss:

• Typical valuation methods for SME businesses
• Profit multiples and how they influence value
• The difference between EBITDA and Seller's Discretionary Earnings (SDE)
• Why two businesses with similar profits can command very different valuations

The Eight Drivers of Business Value

The Entrepreneurial ScaleUp System identifies eight key drivers that influence valuation, including:

• Financial Performance
• Growth Potential
• Recurring Revenue
• Customer Satisfaction
• Monopoly Control
• Switzerland Structure
• Hub and Spoke
• Transferability and independence from the founder

Improving these areas can significantly increase both the value and attractiveness of your business.

The Most Important Driver: Hub and Spoke

One of the biggest value destroyers is founder dependency.

If every key decision, relationship and process relies on the owner, the business becomes difficult to sell and difficult to scale.

Kevin and Louise discuss how founders can:

• Document key processes
• Develop leadership capability
• Delegate responsibilities
• Build systems that reduce reliance on the owner

The ultimate goal is to create a business that continues to thrive without you.

Finding the Right Buyer

The discussion also explores:

• Strategic buyers versus financial buyers
• Why existing customers, suppliers and competitors are often the most likely acquirers
• How strategic buyers can pay significant premiums
• Why businesses roughly ten times your size may represent ideal acquisition targets

Creating a Practical Exit Plan

Your exit strategy does not need to be complicated.

A simple two or three-page document can cover:

• Personal objectives
• Current business valuation
• Investment story
• Target buyers
• Improvement priorities across the value drivers
• 12 to 24-month action plans

Key Standout Message

"An exit plan is actually a growth plan in disguise." The actions that increase business value are the same actions that improve scalability, profitability and owner freedom.

The One Key Thing

Build a business that can thrive without you.

The biggest factor influencing both valuation and scalability is reducing founder dependency. The sooner you start transferring knowledge, developing leaders and creating systems, the more options you'll create for your future.

90-Day Action Challenge

Block out 90 minutes and:

1. Score your business against the eight value drivers.
2. Identify your three weakest areas.
3. Map potential future buyers.
4. Create your investment story.
5. Commit to three actions for the next 90 days.

Smart90 Feature

Most founders I speak to feel busy but stuck; plenty happening, but not always clear on what genuinely matters most this quarter.

If that's you, the G90 Summit is worth a look.

A structured half-day where we work through everything competing for your attention, get clear on the three to five things that must happen in the next 90 days, then commit to them and build the system to make sure they actually happen.

Quarterly, virtual, £97 a seat.

Smart90.co.uk/summit

This episode was created using AI

Why do so many businesses hit a ceiling at around 10 employees?

Many founders start their business because they're brilliant at what they do. In the early days, decisions are fast, communication is simple, and the founder sits at the centre of everything.

Then the business grows.

Suddenly, what made the business successful starts to become the thing holding it back.

In this episode of ScaleUp Radio, Kevin Brent speaks with Tameron Chappell, founder of Athinka, a business psychology consultancy that helps organisations build healthier, higher-performing teams using evidence-based psychology rather than management fads and airport business books.

Tameron explains why the transition beyond 10 employees is one of the most challenging moments in a founder's journey, how personality dynamics influence team performance far more than technical capability, and why shared leadership is critical for sustainable growth.

About Tameron Chappell

Tameron is the founder of Athinka, a consultancy specialising in business psychology and team effectiveness.

Working primarily with startups and scale-ups, Tameron combines psychodynamic and systemic approaches to help founders and leadership teams understand the hidden patterns, behaviours and relationships that influence performance.

His work often begins when traditional consulting approaches have failed to deliver lasting results, helping organisations uncover the deeper causes of team dysfunction and leadership challenges.

In this episode:

Why businesses often stall at 10 employees

Many founders unknowingly create a business model that relies entirely on them.

As the team grows, this becomes unsustainable. The founder becomes the bottleneck for decisions, problem-solving and accountability.

Tameron explains why the 10-person mark is a critical inflection point and why leaders must begin building shared ownership and leadership much earlier than they think.

The uncomfortable reality of scaling leadership

One of the biggest mindset shifts for founders is recognising that they may not always be the best person for their current role.

Growth requires leaders to continually evolve and sometimes redefine their responsibilities.

Tameron discusses why succession planning, delegation and leadership development should be part of the scaling conversation from day one.

Why personality matters more than technical skills

Recruitment often focuses heavily on experience, qualifications and technical competence.

However, Tameron argues that personality fit, behavioural tendencies and stress responses are often far better predictors of long-term success.

Past performance in one environment does not guarantee success in another.

Understanding how individuals naturally operate under pressure can significantly improve hiring decisions and team performance.

Understanding the psychology behind team dynamics

Rather than viewing personality through simplistic labels and categories, Tameron describes personality as a complex mixing deck of traits that interact differently depending on circumstances.

Helping team members understand their own preferences and those of colleagues can reduce conflict, improve communication and increase trust.

Evidence-based business psychology

Athinka's approach is grounded in established psychological theory and research.

The consultancy combines:

• Psychodynamic approaches to explore the relationship between an individual's inner world and workplace behaviour.

• Systemic approaches to uncover hidden organisational patterns and group dynamics.

The result is practical insight that helps teams function more effectively and leaders make better decisions.

Standout Quote

"Most businesses don't stop growing because of strategy. They stop growing because the founder's control model no longer works."

Key Takeaways

• The 10-employee mark is often the first major scaling challenge.

• Founders must evolve their leadership style as the business grows.

• Shared leadership creates stronger, more resilient organisations.

• Personality and behavioural fit matter more than technical skills alone.

• Team effectiveness improves when people understand how others naturally operate.

Resources mentioned in the episode:

Internal Family Systems - https://ifs-institute.com/

Lumina Splash App - https://luminalearning.com/our-products/lumina-splash-app

Co-Pilot -

Claude -

From Tameron:

If you're a founder and you're curious about the psychology underneath your business — the patterns, the dynamics, the parts of you that show up under pressure — here are some resources I often recommend:

• Edgar Schein's work on Humble Leadership for the fundamental shift from 'expert' to open-minded curiosity which is the foundation of all relational leadership.
• Mike Hohnen's practical interpretation of Dave Snowden's Cynefin model, especially for founders navigating complexity, pace and ambiguity. Mike makes complexity human and usable.
• Richard Schwartz's Internal Family Systems (IFS) for understanding your inner architecture, your triggers, and how to lead yourself with more clarity and compassion. His book No Bad Parts is a great entry point.
• Systemic thinking for teams and organisations = anything that helps you uncover the hidden patterns around you. John Whittington's blogs (start with his views on Founders and their Origin Story https://www.linkedin.com/posts/johntkwhittington_systemiccoaching-founders-theoriginstory-activity-7452030365994569728-s7wJ?utm_source=share&utm_medium=member_desktop&rcm=ACoAAAC1NiYBYHjcV1QthjsMa96N6IIja61N-Mo ), Jan Jacob Stam's Systemic Leadership, and Tess Cope's Harness and Your Team Is Not The Issue are excellent.
• Trait‑based personality models such as Lumina Spark, Hogan, or NEO Primary Colours. These help you understand behaviour under pressure and in context. (N.B. Not Type tools like MBTI, DISC, Insights or Strengths, they're fun and ubiquitous, but they don't stand up to psychological scrutiny.
• If you want something highly practical, David Marquet's intent‑based leadership work (Turn the Ship Around, Leadership is Language) and his short Leadership Nudges videos on YouTube are brilliant for everyday behavioural shifts.

And of course… if you've got humans in your business and don't fancy reading all these theories and ideas come and find me - I'm always curious about your world, your successes and challenges. Find me on LinkedIn or at [email protected] and if you mention you came across me via Kevin's podcast I can offer you a no-strings-attached Diagnostic Conversation where we can focus on your situation, leadership, team and organisation.

In this special edition of ScaleUp Radio Shorts, Kevin Brent and Louise Blunt revisit three standout conversations from recent ScaleUp Radio episodes to uncover a common thread running through them all.

At first glance, these guests appear to operate in completely different worlds. Maritsa Inglessis specialises in people and HR. Peter Juhasz helps businesses generate growth through AI-powered revenue systems. Simon Bird works with founders on strategy, creativity and mindset.

Yet all three are helping business owners solve the same challenge: escaping the founder trap.

Whether you're struggling with people issues, feeling overwhelmed by growth challenges, or finding yourself stuck in the day-to-day running of the business, this episode offers practical insights to help you regain control and create a business that works for you, rather than because of you.

In this episode:

Why founders often become the biggest bottleneck in their own business

Simon Bird explores the psychological challenges many founders face after years of building their companies. What starts as passion and excitement can gradually become pressure, responsibility and a sense of being trapped by the very business they created.

The power of "Permission to Pause"

Maritsa Inglessis introduces a powerful concept: giving yourself permission to stop, reflect and assess what your business actually needs before adding more people, processes or complexity.

How poor onboarding and founder dependency drive employee turnover

Learn how one business transformed from 100% staff turnover to retaining every employee for two years by improving onboarding, communication and delegation.

Why drawing your business can reveal more than months of meetings

Simon shares a fascinating exercise where founders visually represent their business challenges, uncovering hidden operational issues and alignment problems that traditional discussions often miss.

Why most AI and growth initiatives fail

Peter Juhasz explains why overcomplicating growth through multiple agencies and disconnected tactics often leads to frustration and burnout, and why combining AI with human expertise is critical for success.

The role fear plays in leadership

From difficult conversations with employees to making strategic decisions, all three guests highlight how fear can prevent founders from taking the actions their businesses need most.

Key lessons from the discussion

• Stop trying to solve every problem yourself.
• Build systems rather than relying on heroics.
• Invest in proper onboarding and people development.
• Create space for strategic thinking.
• Don't confuse activity with progress.
• Use AI as an amplifier, not a replacement for expertise.
• Seek outside perspectives through coaches, advisors and trusted partners.
• Focus on building a business that can operate successfully without constant founder intervention.

Standout Quote

"Get the problem out of the founder's head and onto the table."

About Smart90

Most founders I speak to feel busy but stuck; plenty happening, but not always clear on what genuinely matters most this quarter.

If that's you, the G90 Summit is worth a look. A structured half-day where we work through everything competing for your attention, get clear on the three to five things that must happen in the next 90 days, then commit to them and build the system to make sure they actually happen.

Quarterly, virtual, £97 per seat.

Find out more at Smart90.co.uk/summit.

Listen to the full interviews

If you enjoyed these insights, make sure you also listen to the full conversations with:

• Maritsa Inglessis
• Peter Juhasz
• Simon Bird

Each episode explores these topics in far greater depth and provides practical advice you can apply immediately within your own business.

Production Note

This episode of ScaleUp Radio was produced with the aid of artificial intelligence to support content preparation, editing and production workflows.

ScaleUp Radio is brought to you by Smart90 and inspired by the Entrepreneurial ScaleUp System, helping ambitious business owners scale with greater clarity, focus and confidence.

LinkedIn & Instagram Post

Have you accidentally become the biggest bottleneck in your own business?

In this latest ScaleUp Radio Shorts episode, Louise Blunt and I reflect on three brilliant conversations with Maritsa Inglessis, Peter Juhasz and Simon Bird.

They each approach business growth from a completely different angle:

People and HR. AI and lead generation. Strategy and founder mindset.

Yet they all uncovered the same challenge.

The Founder Trap.

The point where the business starts depending on you for everything, leaving you busy, overwhelmed and struggling to focus on what really matters.

A few key lessons from the discussion:

✔️ Give yourself permission to pause before adding more people, processes or complexity

✔️ Great onboarding and clear expectations reduce turnover and increase performance

✔️ AI works best when combined with human expertise and accountability

✔️ The best leaders don't carry every problem themselves

If you're trying to scale while feeling stuck in the day-to-day, this episode is packed with practical insights.

Listen here: [Insert Episode Link]

#ScaleUpRadio #Smart90 #StopTheDrift #G90Summit #BusinessStrategy #LeadershipDevelopment #FounderMindset #NinetyDayPlanning

BizSmart Comment

A brilliant ScaleUp Radio Shorts episode that brings together three very different perspectives on one challenge most founders face. Well worth a listen if you're trying to create a business that scales without depending on you for everything.

Smart90 Comment

Most business owners don't need another tactic. They need clarity on what matters most next. This ScaleUp Radio Shorts episode is full of practical insights to help founders step back, refocus and build a business that can grow sustainably. :::

In this episode of ScaleUp Radio, Kevin Brent is joined by Maritsa, founder of The People Keeper, to explore one of the biggest challenges facing growing businesses: keeping great people.

Maritsa shares how her business evolved from offering a single employee retention service into a comprehensive framework that helps companies with between 2 and 50 employees build the people foundations needed for sustainable growth.

Together they discuss why staff turnover is rarely a recruitment problem, how founders can overcome the fear of delegation, and why strong people systems create the stability every growing business needs.

In this episode:

• Why The People Keeper completely restructured its service offering to better support growing SMEs
• The Three-Legged Stool Framework for building a stable people foundation
• The hidden costs of employee turnover and why prevention is significantly cheaper than replacement
• How outdated processes and founder dependency create retention problems
• The role of leadership development in successful delegation
• Practical ways founders can overcome the fear of letting go
• How effective onboarding accelerates performance and retention
• Why retention is an outcome of good systems rather than a standalone objective

The Three-Legged Stool Framework

Maritsa explains that every business needs three critical foundations in place:

1. Legal and Operational Basics

Contracts, policies, procedures and templates that provide clarity and consistency.

2. Day-to-Day Operations

Effective hiring, onboarding, management capability and communication systems.

3. Future-Facing Strategy

Aligning people plans with business objectives, whether that's growth, acquisition, succession or exit planning.

When all three legs are working together, businesses create the stability that naturally improves retention.

Case Study: Solving 100% Annual Staff Turnover

One recruitment agency approached Maritsa with a serious challenge. Despite employing only four people, the business was experiencing 100% annual staff turnover.

After investigating, three core issues emerged:

• Processes had not adapted to a fully remote working environment following Covid
• The founder was heavily involved in every decision, creating bottlenecks and dependency
• New hires were expected to learn through an overwhelming two-week virtual shadowing process

Rather than focusing solely on recruitment, Maritsa addressed the underlying systems.

A promising team member was developed into an Office Manager role, receiving training in leadership, performance management and conducting effective one-to-ones.

The onboarding process was redesigned with clear success measures and structured milestones.

The founder was supported in stepping back and delegating responsibility more effectively.

The result?

Staff turnover fell from 100% to 0% and has remained there for more than two years, saving the business an estimated £150,000 or more in replacement costs.

Founder Delegation: The Real Barrier

A key theme throughout the conversation is that delegation is rarely a capability issue. More often it is a psychological one.

Many founders worry:

• What if someone makes a mistake?
• What if standards drop?
• What if customers are affected?

Maritsa encourages founders to explore those fears openly.

By asking, "What's the worst that could happen?" founders can identify realistic risks and put mitigation plans in place.

The solution is not simply handing work over. It is about creating the conditions for success through training, authority, accountability and clarity.

One Key Takeaway

High turnover is usually a symptom, not the problem itself.

When founders build strong systems, develop capable managers and create clear expectations, retention improves naturally. Great people stay where they can succeed.

Scaling up your business isn't easy, and can be a little daunting. Let ScaleUp Radio make it a little easier for you. With guests who have been where you are now, and can offer their thoughts and advice on several aspects of business. ScaleUp Radio is the business podcast you've been waiting for.

If you would like to be a guest on ScaleUp Radio, please click here:

https://bizsmarts.co.uk/scaleupradio/kevin

You can get in touch with Kevin here:

[email protected]

Most founders I speak to feel busy but stuck; plenty happening, but not always clear on what genuinely matters most this quarter. If that sounds familiar, the G90 Summit is worth a look. It's a structured half-day session where we help founders identify the three to five priorities that genuinely matter over the next 90 days and build the systems to deliver them. Quarterly, virtual, and £97 a seat. You can find out more at http://Smart90.co.uk/summit .

Maritsa can be found here:

https://thepeoplekeeper.com/

https://thepeoplekeeper.com/resources

https://www.linkedin.com/in/maritsai/

Resources:

PX Espresso with Luke O'Mahoney - https://open.spotify.com/show/1M3SBzxJpogaR5aG6JL0eN

Claude - https://claude.ai/

What happens when founders get fed up with fragmented agencies, disconnected marketing tactics, and expensive growth projects that fail to deliver?

In this episode of ScaleUp Radio, Kevin Brent sits down with Peter Juhasz, co-founder of Syrvi.ai, to explore how they are reinventing go-to-market support for SMEs through what they call "Service as Software".

Peter shares the scaling journey behind Syrvi.ai, from bootstrapping a tech platform with no previous software experience to building a 12-person team supporting around 30 active clients across the UK and beyond.

The discussion dives into why traditional agency models often fail scaling businesses, how AI is changing the way SMEs approach growth, and why guarantees and trust are central to Syrvi.ai's model.

A standout message from this episode:

"Most SMEs don't need more agencies. They need one joined-up revenue system."

In This Episode

Why SMEs Struggle to Scale

Peter explains the challenge many growing businesses face between:

• Trying to learn and implement AI internally
• Hiring multiple specialist agencies that rarely work cohesively together

The result is often:

• High costs
• Conflicting strategies
• Founder burnout
• Poor ROI
• Fragmented accountability

Peter references research suggesting over 95% of growth projects fail because businesses focus on isolated tactics instead of integrated systems.

The "Service as Software" Model

Syrvi.ai combines:

• Human expertise
• AI automation
• Proprietary software
• Integrated go-to-market execution

Their Revenue Engine platform supports:

• Multi-channel outreach campaigns
• LinkedIn and email pipeline generation
• AI-assisted thought leadership
• SEO and content creation
• Generative AI Engine Optimisation (GAIO)

Rather than replacing humans with AI, Peter explains how AI enables SMEs to execute more consistently and strategically without needing multiple suppliers.

Earning Trust Through Guarantees

One of the most interesting parts of the conversation is how Syrvi.ai reduces client risk.

Their process includes:

• A free 45-minute strategy session
• A bespoke 25-page go-to-market plan
• A 90-day pilot programme
• Guaranteed qualified opportunities

If targets are missed:

• They continue working free of charge until achieved
• Or refund the client

Peter explains why demonstrating value before asking for long-term commitment has been critical to their growth and retention.

Building a Tech Company Without a Tech Background

Peter openly shares the challenges of:

• Bootstrapping the business
• Building software from scratch
• Recruiting the right CTO
• Learning AI and technology fundamentals as non-technical founders

The company has invested hundreds of thousands of pounds into developing their platform while staying founder-funded.

Today:

• The business has 12 team members
• Supports around 30 active clients
• Is approaching break-even

Leadership Lessons and Founder Advice

Peter shares lessons he would give his younger self:

• Take balanced risks
• Learn business management earlier
• Understand M&A sooner
• Invest time learning technology and AI fundamentals

He also discusses:

• Founder mindset
• Sustainable scaling
• Managing growth pressure
• Long-term vision

Scaling up your business isn't easy, and can be a little daunting. Let ScaleUp Radio make it a little easier for you. With guests who have been where you are now, and can offer their thoughts and advice on several aspects of business. ScaleUp Radio is the business podcast you've been waiting for.

If you would like to be a guest on ScaleUp Radio, please click here:

https://bizsmarts.co.uk/scaleupradio/kevin

You can get in touch with Kevin here:

[email protected]

Most founders I speak to feel busy but stuck; plenty happening, but not always clear on what genuinely matters most this quarter. If that sounds familiar, the G90 Summit is worth a look. It's a structured half-day session where we help founders identify the three to five priorities that genuinely matter over the next 90 days and build the systems to deliver them. Quarterly, virtual, and £97 a seat. You can find out more at http://Smart90.co.uk/summit .

Peter can be found here:

https://syrvi.ai/

Resources:

Think & Grow Rich by Napoleon Hill - https://uk.bookshop.org/p/books/think-and-grow-rich-the-original-classic-hill/2073500?ean=9781906465599&next=t

Good To Great by Jim Collins - https://uk.bookshop.org/p/books/good-to-great-collins-jim/5255326?ean=9780712676090&next=t

Claude AI - https://claude.ai/

What happens when the business you built to create freedom starts feeling more like a trap?

In this episode of ScaleUp Radio, Kevin Brent speaks with Simon Bird, founder of SEON, about one of the most common but least discussed challenges facing growing SME owners: the "Owner's Trap". Simon shares practical frameworks and diagnostic approaches designed to help founders step back, regain clarity, and reconnect with the purpose and direction of their business.

Drawing on more than 25 years in global marketing leadership and seven years advising business owners through SEON, Simon explains why many leaders become overwhelmed as their businesses grow, and how structured thinking, visual frameworks, and better conversations can unlock progress.

This conversation is packed with practical guidance for founders who feel busy, stretched, and stuck in operational complexity.

In this episode:

• Why successful founders often become disconnected from the part of the business they originally loved
• The warning signs that operational pressure is beginning to affect performance and motivation
• Why trying to "solve" problems too quickly often creates more confusion
• How a "thinking partner" can help founders gain clarity and make better decisions
• The power of visual frameworks and metaphor to expose hidden business issues
• Why alignment problems inside leadership teams are often invisible until surfaced properly
• The importance of stepping back before jumping into strategy or restructuring
• How productising advisory services creates clearer value for clients
• Practical lessons Simon learned from building SEON from scratch
• Why consistent business development habits still matter, even for experienced advisers

A standout insight from the episode

One of the most powerful moments in the discussion is Simon's example of a husband-and-wife leadership team drawing their business as a car.

One leader saw a polished, high-performing vehicle. The other saw it sitting in the garage with three wheels missing.

That single exercise exposed a major operational disconnect that traditional meetings and reports had failed to uncover.

It is a reminder that many business problems are not purely strategic or financial. Often, leaders are operating from completely different realities.

The one key thing

If your business feels harder to run than it should, resist the temptation to immediately fix symptoms. Pause first, diagnose properly, and create the space for honest thinking before choosing solutions.

Simon can be found here:

https://www.seongrowth.com/

[email protected]

Resources:

The Long Game by Dorie Clark - https://uk.bookshop.org/p/books/the-long-game-how-to-be-a-long-term-thinker-in-a-short-term-world-dorie-clark/6104653?ean=9781647820572&next=t

In this special ScaleUp Radio episode, recorded live at our monthly ScaleUp Club Q&A session, Kevin Brent is joined once again by returning ScaleUp Radio guest Jennifer Appleton to explore one of the most powerful strategic concepts for growing businesses: the Hedgehog Concept from Jim Collins' Good to Great.

Alongside the main discussion, members also heard an AI Pulse update from Paul at Green Gorilla Automation, showcasing how agentic AI tools like Claude can move from generic chatbot responses to genuinely useful strategic analysis when given the right business context.

The conversation explores how founder-led businesses can avoid becoming "busy fools", stay focused on what truly drives profit, and use AI to enhance capability without losing the human insight that creates value.

One standout theme throughout the session was this:

"AI without context gives generic answers. AI with business context becomes a strategic thinking partner."

In this episode

The Hedgehog Concept explained

We break down the three circles behind the Hedgehog Concept and why it matters for scaling businesses:

• What you are deeply passionate about
• What you can genuinely become best at
• What drives your economic engine

The discussion highlights why businesses often lose momentum by saying "yes" to too many opportunities and how the Hedgehog acts as a practical filter for strategic decisions.

ISO QSL's real-world Hedgehog

Jennifer shares how ISO QSL defines its own Hedgehog:

• Passion: helping SMEs implement ISO systems
• Best at: implementing management systems for SMEs
• Economic engine: a recurring monthly retainer model

She also explains how the business adapted after a major Google algorithm change impacted lead generation, including:

• Building a stronger referral strategy
• Exploring Generative Engine Optimisation (GEO)
• Protecting focus by avoiding distracting projects outside the core offer

AI Pulse update – finding your Hedgehog with Claude

Paul from Green Gorilla Automation demonstrated a live AI experiment comparing two Claude projects:

• One with no business context
• One connected to real company data including P&L, client lists and strategy documents

The difference was dramatic.

The context-rich AI project produced:

• Evidence-based strategic analysis
• SWOT recommendations
• Notion tasks
• Automated review scheduling
• A working hypothesis for the company's Hedgehog

The session also introduced the practical "10/80/10" principle:

• 10% setup and context
• 80% AI execution
• 10% human review and refinement

AI and the future of ISO auditing

Jennifer also shared how ISO QSL is exploring AI-assisted auditing.

Rather than replacing auditors, AI may:

• Pre-scan documents
• Identify gaps and trends
• Reduce low-value admin
• Allow auditors to focus on higher-value insight and improvement work

The outcome:

• Increased capacity
• Better client experience
• Improved profitability without increasing fees

Key Takeaways

• Strategic focus is often about deciding what not to do
• AI is only as valuable as the context you provide it
• Founder distraction is one of the biggest blockers to scale
• Recurring revenue models create stability and scalability
• AI works best as an enhancer of expertise, not a replacement for it

The One Key Thing

The businesses that scale most effectively are the ones disciplined enough to focus relentlessly on the few things they can genuinely become exceptional at.

About ScaleUp Club

ScaleUp Club is our monthly peer-to-peer session for ambitious business owners looking to scale with more clarity, structure and accountability.

Each session combines:

• Strategic learning
• Practical workshops
• Peer discussion
• Expert guests
• AI and leadership updates

Scaling up your business isn't easy, and can be a little daunting. Let ScaleUp Radio make it a little easier for you. With guests who have been where you are now, and can offer their thoughts and advice on several aspects of business. ScaleUp Radio is the business podcast you've been waiting for.

If you would like to be a guest on ScaleUp Radio, please click here:

https://bizsmarts.co.uk/scaleupradio/kevin

You can get in touch with Kevin here:

[email protected]

Most founders I speak to feel busy but stuck; plenty happening, but not always clear on what genuinely matters most this quarter. If that sounds familiar, the G90 Summit is worth a look. It's a structured half-day session where we help founders identify the three to five priorities that genuinely matter over the next 90 days and build the systems to deliver them. Quarterly, virtual, and £97 a seat. You can find out more at http://Smart90.co.uk/summit .

Jennifer can be found here:

https://www.linkedin.com/in/iso-certification-iso9001/

https://www.isoqsltd.com/

https://oakhouseworkspace.co.uk/

What happens when you put a brand strategist and a leadership development expert side by side?

In this episode of ScaleUp Radio Shorts, Kevin Brent and Louise Blunt reflect on two recent ScaleUp Radio conversations with Giles Etherington, founder of Brand Satellite, and Meredith Bell, co-founder of Grow Strong Leaders.

At first glance, branding and leadership may seem like very different disciplines. But both guests shared remarkably similar lessons about feedback, self-awareness, founder blind spots and the importance of gaining an outside perspective.

The central theme running through both discussions is simple:

When you're inside the jar, you can't read the label.

Whether it's understanding how customers perceive your brand or recognising the impact your leadership style has on your team, scaling successfully requires the humility to seek honest feedback and the willingness to act on it.

In this episode:

Why founders struggle to see their own blind spots

Giles shared a powerful analogy that many business owners will recognise. We become so immersed in our businesses that we often lose sight of how customers actually experience them.

Similarly, Meredith explained how leaders frequently remain unaware of the signals they send to their teams and the unintended consequences those behaviours create.

The value of independent feedback

Both guests emphasised the importance of creating systems that reveal the truth.

Giles uses independent customer interviews to uncover the emotional drivers behind buying decisions.

Meredith uses 360-degree feedback tools to help leaders understand how their behaviour impacts those around them.

Both approaches provide insights that founders simply cannot generate on their own.

Why emotion matters more than features

One of Giles' key messages was that customers rarely buy based on rational arguments alone.

Businesses that focus only on services and features often end up competing on price.

The strongest brands understand the emotional challenges their customers face and communicate how they help solve them.

Hiring for fit, not just capability

Meredith reflected on lessons learned during periods of rapid growth.

Technical expertise alone does not guarantee success. Hiring decisions must consider culture, values and long-term fit.

Structured onboarding, clear expectations and regular conversations create a much stronger foundation for success.

Branding versus brand

Many founders assume their logo is their brand.

Giles challenged this thinking by explaining that logos, colours and visual identity are simply branding.

Your brand is what people think and feel about your business once they experience it.

Without a clear strategy behind it, even the most attractive branding becomes little more than decoration.

Why values need systems

Meredith highlighted how many organisations invest heavily in defining mission statements and values, only for them to become forgotten words on a wall.

The difference comes when leaders intentionally build systems and behaviours that bring those values to life every day.

Developing leaders instead of creating dependency

As businesses grow, founders must move beyond solving every problem themselves.

Rather than providing answers, Meredith encourages leaders to coach their teams by asking better questions and helping people develop their own judgement.

This creates stronger leaders throughout the organisation and reduces dependency on the founder.

AI is a tool, not a shortcut

Both guests discussed the growing role of Artificial Intelligence in their work.

Giles uses AI daily but warns that it cannot replace genuine customer understanding and emotional insight.

Meredith uses AI as a coaching and reflection tool, helping her identify leadership habits and areas for improvement.

In both cases, AI enhances expertise rather than replacing it.

The One Key Thing

The businesses that scale fastest are led by founders who actively seek perspectives beyond their own.

Whether it's customer feedback, team feedback, leadership coaching or AI-assisted reflection, growth begins when we stop assuming we already know the answer.

Key Quote

"When you're inside the jar, you can't read the label."

Resources Mentioned

• Brand Satellite
• Grow Strong Leaders
• 360 Degree Feedback
• Smart90
• G90 Summit

About Smart90

Most founders I speak to feel busy but stuck; plenty happening, but not always clear on what genuinely matters most this quarter.

If that's you, the G90 Summit is worth a look.

A structured half-day where we work through everything competing for your attention, get clear on the three to five things that must happen in the next 90 days, then commit to them and build the system to make sure they actually happen.

Quarterly, virtual, £97 per seat.

Find out more at Smart90.co.uk/summit

Production Note

This episode of ScaleUp Radio Shorts was produced with the aid of Artificial Intelligence to help analyse themes, identify key insights and support the creation of episode summaries and content.