Kevin Payne

Kevintpayne.com

As a Fractional GTM Engineer, I help Series A and B startups:

AI-Powered Revenue Operations - Custom LLM automations that streamline sales and marketing workflows using Claude, OpenAI, and machine learning segmentation for enhanced customer lifecycle management.

GTM System Architecture - Scalable HubSpot, Salesforce, and N8N automation frameworks that grow with your team, implementing cross-platform data integration and workflow orchestration.

Growth Strategy Validation - Real-world scouting of emerging tactics before full-scale implementation, maintaining a comprehensive growth experiments database in Notion and documenting proven strategies through "Growth Guides" newsletter.

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1. Built fractional consulting practice specializing in AI-powered revenue operations and GTM system architecture for venture-backed startups, providing strategic guidance on marketing automation and growth optimization.

2. Developed Growth Guides newsletter documenting actionable growth experiments and AI automation frameworks, establishing thought leadership in revenue operations and growth marketing.

3. Created comprehensive growth experiments database in Notion, systematically tracking and analyzing emerging GTM tactics, conversion optimization strategies, and automation workflows for client implementation

Founder

Founder Institute

Founders Institute is a pre-seed accelerator and startup launch program, based in Silicon Valley with chapters across 100+ cities and 60+ countries.

I advise and mentor early-stage startups through 1:1 and small group sessions on go-to-market strategies.

Startup Mentor

FaithTech

FaithTech is a global tech community for Christ. We exist to help people in the tech ecosystem find community and steward their skills to glorify God. Bridging the gap between faith and technology.

Brand Ambassador

Faith Driven Entrepreneur

Faith Driven Entrepreneur is a movement dedicated to gathering one million Christ-following entrepreneurs and equipping them, so they can fulfill their call to create.

Group Facilitator

AirGarage

Value Proposition: Full Service Parking Management
Business Model: Enterprise Software (Web App & Hardware)
Investment Fund: A16z
Investment Round: Series A
Team Size: 50s

- Architected marketing operations infrastructure by integrating NoCode automation tools (Zapier, HubSpot workflows) to streamline data flow between marketing and sales platforms, reducing data silos and improving campaign tracking accuracy by 30%

- Deployed AI-powered lead nurturing sequences using LLM-generated personalization and machine learning segmentation that improved lead engagement rates by 45%, shortening the average sales cycle by 10 days

- Executed omnichannel demand generation campaigns across paid search, social, and display while optimizing $20K monthly ad budget through performance analytics, reducing cost per acquisition (CPA) by 30%

- Built automated lead scoring and nurturing workflows in collaboration with product and sales teams, implementing predictive analytics and behavioral triggers that increased SQL quality by 25%

- Conducted systematic A/B testing and conversion rate optimization across email marketing and social campaigns, leveraging data-driven insights to boost demo requests and accelerate product adoption.

Demand Generation Manager

Branch

Value Proposition: Instant Payments, Empowering Hourly Workers.
Business Model: Enterprise Software (Web Based App & Mobile App)
Investment Fund: Techstars '16
Investment Round: Series A
Team Size: 40s

- Created fully automated demand generation dashboard using Databox and HubSpot integrations, providing real-time campaign performance insights and revenue attribution that influenced strategic GTM decision-making.

- Optimized marketing funnel automation using HubSpot workflows and automated customer lifecycle management, resulting in 50% increase in lead-to-demo conversion rates through improved nurturing sequences.

- Managed $250K annual advertising budget across multi-channel campaigns, implementing A/B test driven bidding strategies and audience optimization that reduced user acquisition costs to $3 per app install while increasing conversion rates by 35%.

- Built and optimized revenue operations infrastructure through HubSpot marketing automation, enhancing lead scoring models and nurturing processes that contributed to 40% increase in qualified sales pipeline.

- Led marketing technology stack optimization by adopting NoCode automation tools (Zapier integrations) to streamline campaign operations, saving 20+ hours per month in manual marketing processes.

Demand Generation Lead

Waggl, Inc

Value Proposition: Crowdsourced Employee Surveys & Feedback Platform
Business Model: Enterprise Software (Web App)
Team Size: 20s
Investment Round: Seed

- Developed scalable content marketing strategy leveraging SEO topic clusters and Ahrefs analytics to drive organic growth, generating 35% increase in organic traffic and 20% increase in inbound lead generation.

- Spearheaded digital marketing initiatives and user acquisition strategies using data-driven customer segmentation and personalization tactics, increasing overall user satisfaction and retention by 20%.

- Built interactive analytics dashboard using Databox and Google Analytics integrations, enabling real-time campaign tracking and marketing attribution that improved decision-making efficiency by 15%.

- Implemented marketing automation workflows for customer lifecycle management and behavioral targeting, enhancing engagement metrics and accelerating the sales funnel conversion process.

Digital Marketing Manager

Theralogix - Nutritional Science

Value Proposition: Scientifically Formulated Nutritional Supplements
Business Model: eCommerce (Shopify & Amazon FBA)
Team Size: 40s
Investment Round: Privately Owned

- Implemented comprehensive SEO and content strategy that improved domain authority by 15% and increased overall web visibility, driving 20% increase in new customer acquisition and lead generation.

Executed inbound marketing transformation by transitioning from outbound to content-driven demand generation, resulting in 25% increase in organic traffic through strategic content marketing and influencer partnerships.

- Created topic cluster content strategy using pillar pages and supporting content architecture, boosting website engagement metrics and driving 30% growth in qualified lead generation.

- Deployed marketing automation and lifecycle campaigns for customer retention and nurturing, improving conversion rates and establishing scalable growth processes for multi-channel acquisition.

PropertyRoom.com

Value Proposition: Online Police Auctions
Business Model: eCommerce (Auction Marketplace)
Team Size: 40s
Investment Round: Unknown Venture Round (Built in DotCom Era)

- Scaled website traffic by 66% (from 350K to 580K monthly visitors) through systematic A/B testing and strategic management of $80K Google AdWords & Bing PPC budget, optimizing bidding strategies and audience targeting.

- Drove comprehensive SEO optimization through keyword research and on-page optimization strategies, resulting in Domain Authority increase from 56 to 62 and improved organic search visibility.

- Developed performance analytics infrastructure using Databox and Google Analytics, enabling real-time campaign tracking and marketing attribution that improved ROI optimization and decision-making efficiency by 15%.

- Implemented conversion rate optimization strategies through systematic testing and audience segmentation, maximizing advertising spend efficiency and improving customer acquisition metrics.

Digital Marketing Coordinator

Stealth Startup

- Created targeted prospect segmentation and successfully penetrated key enterprise accounts using strategic sales development tactics and CRM-driven lead management processes.

- Built automated outbound sequences using HubSpot and Expandi for email, calls, and social outreach, maintaining comprehensive prospect data in Salesforce CRM while qualifying leads using BANT methodology.

- Established scalable sales development processes including appointment setting workflows and discovery call frameworks, contributing to early-stage revenue operations foundation and pipeline development.

Business Development Representative

- Set new appointments using email, calls, and social sequences via HubSpot and Expandi.

- Qualified sales opportunities using the BANT methodology, effectively handling discovery calls.

Business Development Intern

Helping founders leverage operating systems so they can build a micro startup portfolio

I'm Kevin Payne, a RevOps leader who helps B2B software companies scale through AI-powered GTM systems and proven automation frameworks.

After a decade of building revenue operations for startups from stealth to Series A, driving 66% traffic growth, managing $250K+ ad budgets, and creating automated systems that improved conversion rates by 50%.

I now serve as a Fractional GTM Engineer while developing next-generation growth strategies.

My approach combines enterprise-scale RevOps leadership with hands-on innovation labs where I build and test AI automations using Claude, OpenAI, N8N and Zapier. This unique methodology allows me to identify emerging GTM trends, validate new growth tactics, and bring proven innovations to growing software companies.

As a Fractional GTM Engineer, I help Series A and B startups:

1. AI-Powered Revenue Operations - Custom LLM automations that streamline sales and marketing workflows

2. GTM System Architecture - Scalable HubSpot, Salesforce, and automation frameworks that grow with your team

3. Growth Strategy Validation - Real-world testing of emerging tactics before full-scale implementation

Through my newsletter "Growth Guides", I reverse-engineer successful GTM strategies and document actionable AI automation frameworks that other professionals can implement immediately. As a Startup Mentor at Founder Institute, I bridge the gap between cutting-edge innovation and practical business application.

Currently seeking full-time remote opportunities where I can apply these battle-tested innovations to drive scalable growth for established B2B software companies.

Follow my journey as I document the future of AI-powered revenue operations and turn experimental growth tactics into repeatable systems.

Building a portfolio of digital real estate. Everyone’s familiar with real estate investments. It’s as simple as buying a house or land to rent or sell for profit. 

Digital real estate works the same way. Every domain name, every website and every blog you see online is internet property. They represent digital real estate you can buy and sell just like houses, apartments and lots.

I specialize in writing and speaking about solopreneurship, artificial intelligence, and minimalism. My mission is to document my journey and impart wisdom pertaining to wealth and health.

THREE MILLS BAKERY

A. BAKER

Co-Founder

Two Before Ten Coffee Roasters

Founder / Director

I’ve built multiple businesses over the last 20 years, and the biggest lessons didn't come from scaling. They came from repairing.

Three Mills grew fast. Too fast. 0-140 people in the first 5 years.

We hit walls financially, operationally and culturally.

We were innovating at warp speed. Everything we implemented was soon outdated. It was chaos.

Instead of continuing to the point of failure, I started the hard work of fixing. 

Our crew fixed our margins, cleaned the legacy debt, reengineered products, rebuilt the team, redefined the story — and found clarity in the chaos.

Now, alongside leading Three Mills, I have a passion for helping other founders do the same.

What I talk about:
– Finding clarity when your story’s gone stale
– Maintaining company culture under pressure
– Fixing bloated businesses and broken margins
– Leading like a founder when everything feels heavy

What I (sometimes) offer:
– 1:1 advisory for brand-led businesses in the messy middle
– Practical systems for fixing without burning out
– Strategic intensives (in-person or virtual)

Where to read more:
Every Sunday, I drop one email about fixing businesses and the founder mindset. 
100% practical. No spam. And no, I'll never sell your details... Ever.

You might like reading it here - www.jarroddeaton.com.au

Otherwise, drop me a DM. 

I'd love to hear your story.

Jarrod Deaton

Last year, we took a bit of a risk and opened a new bakery outlet inside a Harris Farm supermarket

It's a bit of a new concept for us to be in this environment.

A full-scale artisan bakery inside the shop serving coffee, pie and pastries outside too was a stretch of the imagination.

We normally like stand-alone bakery stores tucked away in parts of the city where our wonderful clients are.

This one felt like a risk tbh.

It felt like we didn't have control over the customer experience or the types of people who interacted with our brand.

That can be problematic when there are competing values or customer perceptions don't align.

Thankfully only good things have happened since we open at Harris Farm in Majura Park.

It’s a great store.

The people are wonderful.

And our team is ripper.

Hope to see you out there.

three-mills-bakery

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Talks about #brand, #business, #personalgrowth, #entrepreneurship, and #customerexperience

Founder & CEO, Three Mills Bakery | Building the next generation of food brands through craft, tech & culture | Writer of Fix Before You Scale

I baked these in my home oven on the weekend. 

They're a new version of our bake-at-home croissants.

Stored frozen. 

Ready to bake in one hour instead of doing them overnight.

You just gently egg-wash the top. 

And bake for 15 minutes. 

Pretty spectacular results in the home oven.

My house smelled so damn good.

I deleted the words "𝘄𝗲'𝗿𝗲 𝗮 𝗳𝗮𝗺𝗶𝗹𝘆" from my business a few years ago... Here's why it was the best thing we did. 
 
It’s an endearing phrase that sums up the idea of a lovely, supportive company culture. 
 
It's so common in food businesses and I lived by it for over a decade. 
 
But families are built on acceptance, emotion and enduring relationships. 
 
In a business, things can often go badly. And your 'family' duty is to accept it and push on. 
 
I used to say things like " That's just Jackson, he's like that sometimes. All good..." and start repairing the damage. 
 
When I zoomed out, I was always accepting: 
 
- Average results 
- Mediocre behaviour 
- Sub-standard culture 
 
Then I started reading about high-performance teams. 
 
This idea appealed to me so much more. 
 
They're united by a common purpose or goal which helps to foster a sense of collective responsibility, accountability, and alignment. 
 
All the things I wanted inside my business. 
 
So I jumped in... 
 
We're years down the path now and the results have been incredible for us. 
 
We've been able to build a wonderful team who are still close, but who have a sense of shared accountability to build something great together. 

It's one of those subtle language shifts that help everyone to see themselves and the work they do, differently.

What about your crew - Are you a family or team?

No alternative text description for this image

Most founders only tell the story after they’ve won.

I’d rather share mine before the ending gets too shiny.

We were losing $40K cash a week and I thought selling more would fix it.

It didn’t.

If you’re in the messy middle, this one’s for you.

Swipe through these lessons would’ve saved me years.

The $40k per week reality check

Most people only focus on the wins. 
 
But in 2016 I lost everything. 
 
Financially wiped out when I walked away from a business partnership. 
 
But I wasn't done with business. 
 
Even though I interviewed at a few other places to work, each time it didn't feel right. 
 
It wasn't ego this time. 
 
Something in my bones told me to give business another go. 
 
With the support of my family, I accepted the terms to buy the used bakery equipment from my business partners and start again. 
 
I only had 2 weeks to pull it off if it was going to work... 
 
That's: 
 
- start a company 
- find bakery space 
- fit it out and open a cafe 
- handle legal, finance, banking, branding 
- move all the bakery equipment across town 
- and maintain the dozen or so wholesale clients we'd built up during that time. 
 
Crazy when I think about it today... 
 
I've always admired people who have started with nothing and built a life for themselves and here I was doing the same thing. 
 
It's incredible what you can do when your back is against the wall. 
 
But in saying that, none of it was a solo effort. 
 
Along the way, I've had incredible support from friends and family. 
 
Not to mention the wonderful team who've contributed to building each part of the vision. 
 
I rarely step back and admire it but I'm proud when I do. 
 
- 140 employees 
- Loads of wonderful clients 
- And some of the best sourdough and pastries around 
 
It's been a wild ride! 
 
Hugely grateful for every bit of it. 
 
My mates who lifted all the bakery equipment out of the basement and drove it across town. 
 
Those first few clients who walked in the door on day one. And every single one since. 
 
Our amazing team and all our families who back us. 
 
And a long list of wonderful suppliers, advisors and partners. 
 
Thank you all!

I've had a few epic fails in business. 
 
In the moment, it felt like I could never recover. 
 
But the reality? 
 
Each one has been a stepping stone to success. 
 
Even though I felt like I was doomed. 
 
A failure forever. 
 
I found a massive lesson inside it that helped catapult my progress afterwards. 
 
I am where I am today because of them. 
 
People try to tell you that in the moment and you feel like kicking them in the shin... 
 
If you're in a funk or stuck in a failing business, spend some time alone taking 100% of the responsibility for it. 
 
Find what YOU could have done differently. 
 
Even if others were partly responsible, exclude them from the blame and own all of it yourself for a moment. 
 
When I did this it helped me rewind to all the bad decisions I made. 
 
Things like: 
 
- Not getting good advice 
- Picking business partners with different values 
- Letting my ego pull me into a deal I couldn't afford. 
 
When you take responsibility and reflect on failures, that's when they unlock your success. 
 
Not limit it.

The world didn't need another bread book.

So we wrote one that uses leftover bread!

You know all those bits you have left in the freezer or the tips of your artisan loaf that are too small to do anything with?

That's what we decided to focus on when we wrote ours.

We set out to make stale bread sexy.

So we got a bunch of talented chefs together who've worked the fine-dining scene all over the world and created dozens of recipes that you can recreate at home.

Whether you like cooking or not, we leaned into bespoke ceramics and incredible photography, and then really dialed up the quality of the printing. 

It's such a nice object to have on the coffee table.

We still have a few left from this batch if you're looking for Christmas presents!

I used to be afraid of sucking at things. 
 
Always practicing in private before revealing a skillset in public. 

But the problem is, when you keep it a secret, you miss out on rich feedback that can help you level up faster. 

Most people genuinely want to help you succeed.
 
The key is to switch to a student mindset, and not an expert.

Being prepared to suck at something first and make tiny rapid improvements using loads of feedback. 

That type of vulnerability has helped me so much in my career. 

Not to mention the accountability it's added to my life as an entrepreneur.

Apart from the occasional idiot who laughs at you from behind the screen, it's been all upside.

I'd encourage you to put yourself out there, openly try new things and be prepared to ask for help along the way.

I never had an office at the start. 
 
I spent two decades hot-desking and working from cafe tables. 
 
But a couple of years ago I set one up above the bakery.
 
The result? 
 
My work output exponentially increased. 
 
Having a private space to focus on deep work for 3-4 hours daily has changed the game for me as an entrepreneur. 

- No distractions
- No juggling/multitasking
- No temptation to jump in and help.
 
I can only imagine the waste this must have created in huge corporate workplaces when the world switched to open-plan offices and hot-desking. 

For me, locking myself away for blocks of time has massively boosted my productivity. 

I highly recommend it.

If your company falls over when one person’s on holiday, you don’t have a team. You’ve built a shrine.


Too many businesses are built around a hero.


The rainmaker.

The genius founder.

The “only one who really knows how it all works.”


Looks impressive from the outside.

Feels powerful on the inside.


But it’s also weak, fragile, and one crisis away from breaking.


As entrepreneurs, you want to push through that phase as quickly as possible, making yourself redundant at every stage as you hand things over.


The ones that don't, say things like: I wish the team would “take ownership” or “demonstrate autonomy”...


Meanwhile they design systems where:


Decisions bottleneck through one inbox.

Information lives in one person’s head.

Clients only trust one name.


I don't claim to have the solution here in this Linkedin post, but I do know exactly what I'm trying to build.


And it isn't a shrine.


We need more antifragile businesses.

Bread with No Added Nasties...

That's the game we're playing. 

And in this game, our villain is fluffy white supermarket bread. 

You know the super white, super soft, super flavourless bread that has an unusually long shelf life because of additives?

Yep, that's the stuff we're up against. 

Don't get me wrong, I ate that stuff most of my childhood. 

But back then I didn't have a choice. I was a kid in a country household who didn't know any better. 

But after I started to learn about the wonderful world of sourdough, everything changed. 

I started thinking about how much the world screwed up with bread making.

And in the tiniest way, we're going to do our bit to correct course by making things like this:

Our Quinoa and Walnut Sourdough. 

It pairs perfectly with cheese and wine. 

And it makes the most incredible base for a Chicken Sando. 

Bring on the good bread revolution!

--- 

Love to know what your favourite sourdough is. Drop me a comment.

Our warehouse used to be a roller derby rink. 

We moved some pallet racking to make space for a new (secret) project and found these massive decals. 

Super cool to see natural light flooding in too. 

Going to be an awesome space!

I'm an entrepreneur. It means I get distracted by lots of shiny things. But this helps me stay focused on the right things:

Some days I catch myself getting distracted by shiny new products, platforms, or ideas pulling me away from what's already working.

I have to keep remembering that it's not only about innovation and pioneering new frontiers with less competition. 

The best companies optimise relentlessly.

They follow the real 70/20/10 rule:

70% of effort into what’s already working. Your proven products, best customers, top-performing channels.

20% into adjacent plays. The small twists, repackaging, bundling, new segments.

10% into testing bold new things, The long shots, market-changing bets.

But what do most teams do (including me, at times)??

We try it backwards.

70% on distractions and shiny objects,

20% trying to fix what’s broken,

10% (if that) doubling down on the things that are already working.

Then we wonder why it feels like pushing a square boulder up a giant hill.

If your business feels stuck, it’s probably not your product. Or a lack of effort. It’s how you’re allocating your focus.

You rarely need more ideas.

You need more discipline around the ideas that already work, and you need to do some much more volume of them.

It’s not sexy.
It’s not exciting.
But if you do it, your business will grow and eventually, you can stay do whatever you want with your time while it runs.

Before we could use the 70/20/10 lens, we needed to identify a few things:

- What were the handful of processes that gave outsized results.
- What were the handful of profitable products we sold over and over.
- Who were a small group of like-minded clients who bought way more than others.

Knowing these helped us double down on what works. Then everything got easier.

I won’t lie: doubling down on the "boring" things isn’t always fun.

But having a business that finally works? 

That’s very fun.

---

You can read other articles like this on my website - I've been uploading 3 years worth of newsletter content there recently.

Building this tiny habit has transformed my business: 
 
Every business has a daily rhythm. 
 
The things you do on autopilot. 
 
But most of the time they're designed to sustain what is there and not improve things. 
 
That was exactly what was happening with my business... 
 
We'd come in each day and do the: 
 
Same actions 
Same processes 
Same conversations 
 
Over and over. 
 
It's hard to see new things when you get in that habit. 
 
So you need to make a conscious effort to reprogram your daily rhythm. 
 
For example: 
 
Instead of walking straight in the door, pause for a moment and see the place like a customer would. 
 
Look around like they would. 
 
Stand where they would stand. 
 
Sit where they would sit. 
 
It's powerful stuff when you do things like this daily. 
 
You start to see improvements everywhere that make your business better instead of just walking in on autopilot. 
 
The key is to program the right things into your daily rhythm that sustain what's there as well as growing it.

Most businesses don’t get taken out by competition, they get taken out by denial. 

I learned that the hard way. 

From the outside we looked like we were winning... but the numbers told another story. 

Growth doesn’t fix broken foundations. 

It just makes the cracks louder.

If you’ve been avoiding a number, a conversation, or a cultural problem hoping it fixes itself, it won’t. 

The fire costs 10x more next year.

Swipe through the carousel to see the lessons I wish someone told me before I paid for them the expensive way.

The warning signs I ignored for too long

Business isn't cut-throat. It's just that some people playing the game think there's not enough to go around...

Which can send them a little mad trying to keep everything to themselves.
 
Here's what happens when you stop competing and start collaborating: 
 
Seeing everyone as your competitor is one of those old-school things you hear and then adopt without question. 
 
It makes sense but it's also incredibly limiting in business. 
 
It makes you think that there's not enough to go around. 
 
That you can't share ideas, resources or even your kindness with others on the journey.
 
I mean, why help another business get ahead of you right? 
 
It's a bullsh*t mindset. 
 
And I think realising that takes a whole lot of time/experience. and a few nudges to snap out of the negative mindset.
 
For me, I started shifting my perspective the more I learned about positioning and understanding that execution is everything. 
 
For example - You can give people all the opportunities, ideas and knowledge, but they rarely act on it. 

At least not with any urgency. 
 
It was the starting point for having the confidence to stop holding on and start living a more open life in business. 
 
Sharing information, spreading creativity and helping others get ahead. 
 
Some of the most successful and accomplished entrepreneurs are the ones who believe in collaboration over competition. 
 
They surround themselves with supportive, like-minded individuals who challenge them, inspire them and help them achieve their most ambitious goals. 
 
Sometimes these can be competing businesses! 
 
So ditch that 'lone wolf' mentality and start looking for shared wins. 
 
When you help others level up, you all level up together.

Our Beef and Pepperberry Pie baking in a home oven. 

Not only is it freaken delicious, it picked up a Gold Medal at last year's Sydney Royal Fine Foods Show!

And even though we're not that into entering awards, we're super proud of it.

Especially because it's built for baking at home. 

- Buttery short crust pastry base
- Flakey puff pastry top
- And filled with chunks of local Claystone beef

Keep it in the freezer and bake it from frozen when you want a simple dinner. 

Ready in 40 mins.

There's real power in saying 'I don't know'. 
 
But it seems scary to say in business. 

My experience with admitting it has always led to better outcomes. 

It shows:
 
1. Honesty - It's the foundation of trust and credibility. 
 
2. Curiosity - Admitting that you don't know something ignites curiosity, a driving force for innovation and problem-solving. 
 
3. Collaboration - Sharing your knowledge gap invites others to contribute and allows teams to work together towards common goals. 

I'm not saying you should 'know your sh*t' as a professional... 

But there's lots of places where simply saying '𝙄 𝙙𝙤𝙣'𝙩 𝙠𝙣𝙤𝙬 𝙩𝙝𝙚 𝙖𝙣𝙨𝙬𝙚𝙧 𝙩𝙤 𝙩𝙝𝙖𝙩' unlocks better outcomes. 
 
Leaders should embrace the power of it more.
 
It will open doors you never even knew existed.

Unique 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲s are 𝘁𝗵𝗲 𝗼𝗻𝗹𝘆 𝗱𝗶𝗳𝗳𝗲𝗿𝗲𝗻𝘁𝗶𝗮𝘁𝗼𝗿 today.

Everything else can be copied or purchased.

Even though we don't always nail it, we're pursuing excellence in this space. Constantly meeting about it, doing case studies on others and testing ways to level up our game.

Fundamentally, service needs to be part of your culture if you're striving for long term customer delight. 

If you get that bit right, it's nearly impossible for competitors to buy the trust and connection you've established.

But the problem is, most established companies are on autopilot.

They're so busy just keeping up with the volume of work these days that they've shifted their focus from delight, to delivery.

Nailing it doesn't mean transforming your business, it's about leaning into a few key moments in your customer journey. 

If you're an established business looking for ways to retain clients and build a stronger organisation, I talk about what we've done often in my weekly newsletter.

I share real strategies that are working right now to build culture, increase retention, and drive impact.

I'd love to see you there when you're ready.

It's tempting to relax a bit once your business is out of the start-up phase. 

And after years of working your face off to build something from scratch, who can blame you? 

But complacency can destroy things. 

If it's about getting your time back, delegate things instead. 

If it's about enjoying yourself, find someone who's hungry to grow your business for you.

Because even if you deserve a break.

Even if you don't have competitors chasing you. 

Things that are hard to build can be shattered easily. 

And the bottom line is, instead of taking your foot off the gas at the first sign of success.
 
It's best to use that time to double down on what's working and leap further ahead after years of grinding.

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