Is great customer service enough anymore? 

In this episode of The Bearded IFA Diaries, I'm joined by Rhian Anstey, Region Director at Insight6, to explore one of the biggest differentiators for any successful business: customer experience. 

Too often, businesses focus solely on customer service, but as Rhian explains, true customer experience goes much further. It's every interaction, every touchpoint, every emotion and every impression a client has from the moment they first discover your business through to becoming a loyal advocate. 

We discuss why so many businesses, particularly within professional services are unintentionally creating friction in their client journeys, where firms commonly fall short, and the practical steps they can take to deliver experiences that genuinely stand out. 

As a business that regularly measures our own client experience, I found this conversation particularly insightful. It's a reminder that exceptional client experiences don't happen by accident, they're carefully designed, measured and continually improved. 

We also look ahead to the Insight6 Customer Experience Awards, celebrating organisations across North Wales, Chester and the Wirral that are raising the bar and putting their customers at the heart of everything they do. 

Whether you're a business owner, director, manager or simply passionate about delivering outstanding service, this episode is packed with ideas you can apply immediately. 

In this episode: 

⭐ Why customer experience is far more than customer service
 🗺️ Understanding the complete client journey
 📉 The biggest mistakes businesses are making
 🏢 Why professional services often overlook the experience they deliver
 📊 Measuring what your customers really think
 💬 Turning feedback into meaningful improvements
 🏆 The Insight6 Customer Experience Awards and why businesses should enter
 🚀 Practical ways to stand out from your competitors 

If you're serious about building a business that people genuinely enjoy working with and one that earns loyalty through exceptional experiences, this is an episode you won't want to miss. 

The Bearded IFA Diaries — real conversations with inspiring people, sharing ideas that help businesses, leaders and professionals thrive. 🎙️🧔🏻‍♂️✨ 

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How do you take an idea that's been years in the making and finally bring it to the screen? 

In this episode of The Bearded IFA Diaries, I'm joined by Michael Roberts, actor, filmmaker and founder of Take The Cask Productions, to discuss the exciting journey behind Morbid—a comedy sitcom centred around the day-to-day lives of a funeral directors. 

With the second pilot episode now released, Michael shares the inspiration behind the series, where the original idea came from, and why a funeral parlour proved to be the perfect setting for comedy. We explore the creative process, the challenges of independent filmmaking, and the determination needed to turn an ambitious concept into reality. 

Michael also talks about balancing acting, directing and producing, working with talented casts and crews, and why perseverance is one of the most important qualities for anyone working in the creative industries. 

Whether you're interested in filmmaking, comedy, entrepreneurship or simply enjoy hearing the stories behind creative projects, this episode offers a fascinating insight into what it takes to bring an original television series to life. 

In this episode: 

🎬 The story behind Morbid
⚰️ Why a funeral directors became the setting for a sitcom
💡 Where the inspiration came from
🎭 Acting, directing and producing independent films
🎥 The challenges of creating a pilot episode
🚀 Why persistence is essential in the creative industries
🎞️ What's next for Morbid and Take The Cask Productions 

If you've ever wondered how a television series gets off the ground—or how years of ideas eventually become reality—this is an episode you won't want to miss. 

🎥 Watch the Morbid Pilot Episode 2 here:
https://youtu.be/h7ZY13mkwww?is=oSDS4nCnRGOsAzUl 

The Bearded IFA Diaries — real conversations with remarkable people, uncovering the stories behind business, creativity, leadership and success. 🎙️🧔🏻‍♂️🎬 

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How do you start a career in financial services when you're just 19 years old? 

In this episode of The Bearded IFA Diaries, I sit down with Lucy Gittins, the first Apprentice Administrator at Celtic Financial Planning, to discuss her journey into the financial services profession and what life is really like working within a busy firm of Independent Financial Advisers. 

Lucy shares her honest experiences of joining the industry, balancing work with studying for her NVQ qualification, and adapting to a professional environment where every day presents new challenges and opportunities. 

We discuss what attracted her to financial services, what surprised her most after joining the profession, the support she's received along the way, and some of the realities that people don't always see when considering a career in the industry. 

Lucy also talks openly about what she was doing before joining Celtic Financial Planning, why she decided to take the leap into financial services, and how her confidence and knowledge have developed during her apprenticeship. 

For young people considering their future careers, parents looking to understand apprenticeship opportunities, or firms interested in attracting the next generation of talent, this episode offers a refreshing and honest insight into the early stages of a career in financial services. 

In this episode: 

🎓 What it's like starting a financial services career at 19
📚 Combining an NVQ qualification with full-time work
💼 Working inside a busy Independent Financial Adviser firm
🤔 What surprised Lucy most about the profession
👍 The things she enjoys most about her role
📈 Learning new skills and building confidence
🤝 The support available through apprenticeships
🚀 Advice for other young people considering financial services 

This episode is a reminder that there are many different routes into a successful career and that sometimes taking a chance on a new opportunity can be the start of something special. 

The Bearded IFA Diaries — sharing real stories, real journeys and real conversations with people from all walks of life. 🎙️🧔🏻‍♂️📈✨ 

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What separates good businesses from great ones? 

In this episode of The Bearded IFA Diaries, I sit down with David Roberts, one ofm North Wales' most respected business leaders. David's portfolio of roles includes Business Coach, Non-Executive Director, Chairman, and Chair of the Institute of Directors (IoD) North Wales, giving him a unique perspective on what drives business success. 

Our conversation explores the vital role that business coaches can play in helping entrepreneurs, directors and leadership teams unlock their potential. David shares his insights into how business owners can find the right coach, what questions they should be asking, and why the relationship between coach and business owner is so important. 

We also discuss one of the most common challenges faced by growing businesses: losing sight of the reason they started in the first place. David explains why retaining your "why" is critical to long-term success and how purpose can act as a powerful guide through both opportunities and challenges. 

Along the way, we delve into leadership, governance, strategy, culture, personal development and the lessons David has learned from working with businesses across a wide range of sectors. 

Whether you're running an established company, launching a start-up, leading a team, or simply interested in business and leadership, this episode is for you.

In this episode: 

✅ What a business coach actually does
✅ How to choose the right business coach
✅ Why every business owner needs an external perspective
✅ The importance of retaining your "why"
✅ Leadership lessons from the boardroom
✅ Governance, strategy and sustainable growth
✅ Common mistakes business owners make
✅ Building businesses that thrive for the long term 

David's experience spans coaching, chairmanships, board leadership and supporting businesses throughout Wales and beyond, making this a fascinating conversation for anyone looking to grow personally or professionally. 

The Bearded IFA Diaries — real conversations, remarkable people, and lessons that can help us all build better businesses and better lives. 🎙️🧔🏻‍♂️🚀📈 

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What does it take to rebuild your life when you've been told your racing career might be over? 

In the very first episode of The Bearded IFA Diaries, I sit down with professional motorcycle racer and former British Supersport Champion, Ben Currie, to discuss an incredible journey of determination, resilience and success. 

Ben opens up about how he got started in professional motorcycle racing, the sacrifices required to compete at the highest level, and the reality of living with the risks that come with racing at speeds most of us can barely imagine. 

We also explore one of the defining moments of his career – a devastating accident that left him with a severed spine. Against the odds, Ben fought his way back, returning to racing and ultimately achieving championship success. 

Beyond the racetrack, we discuss the importance of planning for life after sport, building a personal brand, developing multiple income streams and creating opportunities beyond racing. Ben also shares insights into growing his successful YouTube channel and the lessons he's learned from running his own business ventures. 

This is a conversation about much more than motorcycles. It's about overcoming adversity, embracing risk, planning for the future and finding ways to keep moving forward when life throws its toughest challenges your way. 

Whether you're a motorsport fan, business owner, entrepreneur or simply someone looking for inspiration, this episode is packed with valuable lessons and incredible stories. 

In this episode: 

🏍️ Getting started in professional motorcycle racing
 🏆 Becoming a British Supersport Champion
 💥 Recovering from a life-changing spinal injury
 🧠 Managing risk and mental resilience
 📈 Building a career beyond sport
 🎥 Growing a successful YouTube channel
 💼 Business, entrepreneurship and personal branding
 🚀 Planning for life after racing 

Follow Ben's journey:
 📺 YouTube: https://www.youtube.com/@Bencurrie61 

The Bearded IFA Diaries — real conversations, remarkable stories, and lessons from people who have dared to do extraordinary things. 🎙️🧔🏻‍♂️🏍️ 

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