Jaqui Scammell is the CEO of ServiceQ and an expert with over 35 years of experience in customer service. On this week's episode of Flying Solo, Jaqui shares her journey from working at McDonald's to leading major stadium events, to ultimately founding ServiceQ with a mission to redefine service.Jaqui unpacks the impact of the pandemic on customer service, the essential elements of leadership, the human touchpoints and emotional elements of service, and the future of customer service in the face of advancing technology - Jaqui has coined this as 5D service. Are you ready to elevate your customer interactions?Key points:Customer Service Challenges and Pandemic Impact- Amplified stress and pressure on people affecting customer service- Staff shortages and fear magnified existing service issues- Importance of crisis response preparation and running real scenarios in leadership programsBuilding Brand Reputation and Customer Loyalty- The significance of trustworthiness and delivering value to stand out in customer service- Trust issues affecting brand reputation globally- Loyalty as a valuable currency and the impact of consistent demonstration of trustworthiness5D Service Principles for Business Improvement- Actioning the 5D service principles from Jacqui Scammell's book without delay- Guidance from the book for further support in overcoming challenges- Empowerment, confidence, and emotional intelligence in the workplacePredicted Changes in Customer Service and "5D Service" Framework- Increasing expectations, demand, and competitiveness with technology- The significance of human touch points despite the prevalence of AI and automation- Practical tips for delivering exemplary service and the importance of psychological safety and well-being in the workplace from "The Future of Service is 5D"Timestamped overview00:00 McDonald's 'school of business'03:49 A service mindset leads to personal growth and gratitude.06:47 How to break down big projects into manageable chunks.11:41 Balancing technology and human connection in business.13:33 The multidimensional human connections in the workplace.17:38 Leaders must empower and serve employees.22:31 Practical ways to build mental agility.25:19 Increased competitiveness, demand, and human preparedness.27:04 Leadership programs include running real scenarios to improve decision-making, resilience, and cohesion for handling crises.30:38 "Start yesterday. Buy the book." Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode of Flying Solo, we're joined by business coach and entrepreneur and author Jim Cocks, as he shares his journey from performer to the corporate world to coaching and entrepreneurship. With a focus on understanding the ideal client, the significance of self-care, and strategies for building authentic connections, Jim provides valuable advice for aspiring and established entrepreneurs alike. Join us as we delve into the importance of mindset, embracing failure, and the importance of trust in client relationships. We also get a sneak peek into his new book Build, Excite, Ignite which reveals how to beat burnout and build a six figure business in 12 months.Key topics:Understanding the Ideal Client and Self-Care- Identifying an ideal client persona for marketing and content creation- Seeking direct feedback from ideal clients through market research- Importance of self-care and selectively choosing clientsPricing, Genuine Connections, and Business Purpose- Setting prices based on value offered and building authentic client relationships- Identifying the driving "why" behind a business for success- Embracing failure as a tool for growth and learningOvercoming Challenges and Self-Belief- Managing comparison and self-belief in achieving success- Combating imposter syndrome with mindset shifts and evidence of successNavigating Business Startup and Niche Specialization- Initial openness to opportunities while narrowing down a niche- Emphasizing the importance of becoming a specialist in a specific areaBusiness Evolution and Personal Growth- Flexibility and continual refinement of business niche- Embracing networking, progress, and change for new entrepreneur Time stamped overview00:00 Transition from performing to corporate, seeking freedom.05:32 Entrepreneur sharing story to inspire and empower.09:46 Belief in self is key to success.10:54 Addressing imposter syndrome by acknowledging and reframing.13:47 Startup advice: Say yes, specialize but evolve.18:00 Valuing community support for personal and professional growth.23:35 Price influences trust and value in services.27:07 Take small steps, network, and own change.27:58 Simplicity and sharing are crucial for startup success. Host Cec BusbyProducer Michael MarrenGuest Jim Cocks. Find out more about Jim here. Buy his new book, Build, Ignite Excite. Learn more about your ad choices. Visit megaphone.fm/adchoices

Joe Pane is a seasoned psychologist and sociologist who has been aiding businesses and individuals in navigating uncertainty for over twenty years. Pane is the creator of the emotional fitness formula and is an authority on mindset. His new book, Courage To Be You, is filled with valuable advice on reframing feelings around uncertainty for a happier healthier existence.Key Topics:Emotional Fitness and Resilience:- Understanding the emotional fitness formula and its five core principles- Overcoming desensitization to the term "resilience"- Cultivating hope on both macro and micro levels- Integrating ambition into meaning for resilienceStrategies for Emotional Wellness:- Engaging in meaningful hobbies aligned with values- Implementing morning rituals for emotional fitness- Reevaluating busyness and prioritizing impactful activities- Setting up positive morning rituals to shift psychological shorelines toward positivitySelf-Care and Prioritisation- Starting the day with "me time" for improved emotional fitness- Reevaluating daily tasks and focusing on impactful activities- Being loyal to personal values and creating boundaries- Prioritizing self-respect and self-care in the morning routine.Time-stamped Overview00:00 Book on mastering uncertainty after 18 years.03:26 Emotional fitness formula for navigating uncertainty's 5 principles.06:33 Transition from ambition to meaning; navigating life.11:31 Values are emotional compasses influencing decision-making.14:53 Creating clean and healthy perspective for resilience.18:51 Macro and micro hope: two levels explained.21:38 Creating momentum with structure for emotional fitness.24:21 Daily reset shapes day, prioritize morning rituals.26:55 Set a low bar for entry, prioritize.30:12 Initiating a morning me-time challenge for listeners. Learn more about your ad choices. Visit megaphone.fm/adchoices

In this episode, host Cec Busby is joined by Charlotte Blair, the founder of Strength Partners and author of Career Unstuck. Together, they dive into the intricacies of internal voices, self-assurance, and the power of community.Charlotte shares invaluable insights on managing limiting beliefs, harnessing personal strengths, and the transformative impact of building meaningful connections. Join us as we uncover practical tools and techniques for personal development and discover the courage to ask for help and navigate career and business obstacles. Key Topics1. Managing Internal Voices and Emotions- Acknowledging and understanding the different voices in one's head- Empowering oneself to choose which voices drive one's decisions- Developing a growth mindset to learn and grow from challenges- Dealing with fight-flight-freeze responses and triggers, as per David Rock's SCARF model2. Balancing Aspirations and Priorities for Business Owners- Managing limited resources as a business owner- Exploring practical tools and techniques for personal development in career and relationships- Personal experiences and insights into career struggles- Addressing limiting beliefs and imposter syndrome3. Building Community and Support- The importance of networking and collaboration for solo workers- Cultivating connections and networking online- Virtual collaboration and increased hunger for connection post-pandemic- Transformative power of building relationships and cherishing virtual connections4. Using Personal Strengths to Meet Goals- Discovering and naming personal values and strengths- Identifying talent through activities that bring fulfillment- Navigating roadblocks by intentional use of strengths- Seeking support systems like mentors and peer reviewsTimestanped overview00:00 Identifying and prioritizing values for motivation.04:14 Finding talent through passion and time perception.06:43 Solopreneurship requires intentional navigation and outsourcing.12:07 Overcoming doubts to write a successful book.13:52 Goal, reality, options, and the way forward. Coaching vs counselling for future and past.19:24 Overcoming fears and doubts to move forward.22:34 Autonomy, relatedness, and fairness influence feelings and behaviours.25:42 Coaches collaborate, barter, and find mutual benefits.28:50 Connect, reach out, and network effectively.33:19 Book offers practical advice and recommendations for change.34:36 Overcoming fear and seeking help is rewarding. Learn more about your ad choices. Visit megaphone.fm/adchoices

Vesna Hrsto is a dedicated naturopath who has overcome burnout in her own business to continue helping others with their health and wellness. From a young age, she knew that she wanted to pursue a career in natural medicine and has been committed to her passion. Her experience with burnout has shaped her approach to her work, and she now strives to help others prevent and recover from similar experiences.From dietary changes to mental and emotional stress management, this conversation delves into practical approaches to maintaining physical and mental health amidst the demands of entrepreneurship.Key TopicsUnderstanding and Addressing Burnout- Vesna's personal experience with burnout- Warning signs of burnout- Impact of chronic stress on physical and mental health- Importance of self-care and recoveryManaging Stress through Nutrition- Impact of diet on stress hormones and energy levels- Dietary changes to reduce stress- Supplements for managing stress- Importance of regular meals and healthy cookingUnderstanding and Managing Mental Stress- Coaching and meditation for mental stress reduction- Draining effects of mental and emotional stress on energy- Role of attitude and perspective in stress management- Practical approaches to quieting the mindPhysical Health and Stress Management- Role of exercise in managing stress- Benefits of daily exercise and strength training- Balancing hormones and setting up routines for better physical health- Regular checkups and obtaining basic pathology testsBuilding Healthy Habits and Preventing Burnout- Establishing healthy habits to prevent burnout recurrence- Motivation and energy from seeing results of healthy habits- Importance of proper nutrition, exercise, bedtime, and routine in preventing burnoutTimestamped overview:00:00 Struggled with work and stress, led to burnout.05:31 Manage physical stress with diet and habits.09:21 Mental and emotional stress impact energy levels.12:10 Maintaining clarity in mind enhances productivity.14:48 Balancing downtime while running a thriving business.18:08 Self-care is crucial to show up better.21:27 Recommend pathology test, reduce stress, take action.25:28 Eating breakfast reduces stress and boosts metabolism.30:00 Creating energy-shift habits for motivation and progress.33:41 Success comes from simplicity, one step at a time. Learn more about your ad choices. Visit megaphone.fm/adchoices

Andrew Baxter is a financial expert with a remarkable journey that took him from a financially challenged upbringing to the bustling world of London's investment banking sector. In this episode of Flying Solo, Baxter shares his insights on the complexities of trading, the common pitfalls, and the necessity of a structured, process-driven approach to investment success. Discover how Baxter's transformative encounter on a golf course catalysed his mission to educate and empower over 50,000 individuals through his platform, Australian Investment Education. Together, we'll explore the importance of financial literacy, the need for diverse income streams in the current economic climate, and the role of AI in shaping today's job landscape. Join us as we delve into Baxter's "Wealth Playbook" and learn how to align your business needs with a lifetime of financial security. If you're looking to build a solid investment foundation, this episode offers the tools to follow your financial dreams with confidence. Subscribe for more entrepreneurial wisdom on "Flying Solo".KEY TOPICSAndrew Baxter's Financial Journey Overcame a financially challenged upbringing through a career in investment banking. Experienced the competitive nature of the financial industry in London before moving to Australia. Founded Australian Investment Education to teach investment skills after a pivotal experience on a golf course. Trading and Investment Philosophy Emphasizes managing emotions and ego, critical for successful trading. Stresses the importance of having a clear, emotionally-driven investment goal. Advocates for a well-structured, systematic approach to investment decisions. Financial Literacy and Wealth Building Critiques the complexity of financial services and provides practical advice through his "wealth playbook." Importance of financial literacy, regular income, and cash flow management for business owners. Encourages side hustles and diversified income streams as essential in today's economy. Impact of AI on Finance and Employment AI's dual role as a potential opportunity and threat to job security. Highlights the necessity of upskilling and exploring AI for creating new career paths. Client-Centric Business Model Focuses on aligning organizational goals with client needs for long-term success. Builds trust through education and matching the right fit with clients. Timestamped overview00:00 Started career in London finance for money.04:25 Success without fulfillment feels like ultimate failure.07:06 Dial-up Internet and golf shaped career path.10:10 Money isn't fulfilling; link it with emotion.13:21 Have a plan and process for objectivity.18:18 Set ego aside for income diversification benefits.21:31 AI requires upskilling for future opportunities.24:08 Empowering everyday people towards financial security.28:29 Training helps business cash flow, super, income management.29:52 Supporting income growth through education and trust.33:43 Build foundation carefully, balance action, avoid procrastination. Learn more about your ad choices. Visit megaphone.fm/adchoices

Matt Jones is the co-founder of the globally acclaimed award-winning Four Pillars Gin. In this episode of Flying Solo we sit down to get Matt's insights on building an iconic brand. Matt unpacks how a small distillery transformed into a world-recognised name, thanks to the power of storytelling, a blend of creative strategy, innovative product development, and a commitment to quality. Discover Matt's perspective on fostering a culture of creativity, leveraging social media for brand growth, and adapting to industry trends. Plus, hear about the unique journey behind Four Pillars' famed Bloody Shiraz Gin and the impacts of global challenges like the COVID pandemic on business strategy. Tune in for entrepreneurial insights and learn about Matt's new book, "Lessons from Gin, Business the Four Pillars Way," offering a deeper dive into his successful strategies. KEY TOPICSMatt Jones’ Perspective on Success and Storytelling: Emphasises planning around purpose, execution, and culture. Advocates storytelling as vital for leadership and strategy. "Strategy story" for effective internal and external communication. Role of Social Media and Brand Strategy: Crucial for early brand success and customer engagement. Balanced retail and e-commerce methods for growth. Social media enhances brand presence and financial outcomes. Product Development and Innovations: Focus on gin, avoiding other spirit distractions. Innovative experiments with products like gin marmalade and Bloody Shiraz Gin. Driven by instinct, market demands, and enhancing gin craft. Industry Trends and Business Agility: Adapting to trends like nonalcoholic drinks and the resurgence of vodka. Agility in response to social, cultural, and technological changes. Development of nonalcoholic options like "Bandwagon." Growth Philosophy and Looking Forward: Initiatives that drive brand and sales growth. Domestic market strengthening post-COVID. Strategic expansion plans amidst ongoing market changes. Time-stamped overview00:00 Olympian joins gin venture after 2012 exploration.03:55 Transitioned from politics to brand strategy evolution.06:28 Crafting unique Australian gin, blending excellence and storytelling.10:57 Focus on quality and intimacy to scale.14:10 Understanding generosity fuels meaningful growth and success.17:11 Storytelling is crucial for effective leadership strategy.20:58 Organic storytelling fueled business growth digitally.24:12 Spicy gin innovation boosts brand and sales.27:08 Cameron's accidental gin innovation leads to global category.33:25 Focused on domestic growth, international expansion slowed.36:39 Nonalcoholic spirits for quality, adaptable drinking.37:33 All businesses face disruption, adapt regularly. Learn more about your ad choices. Visit megaphone.fm/adchoices

Colin D. Ellis is a workplace culture expert who is passionate about creating positive work environments, and his latest book, Detox Your Culture, shares valuable strategies for business owners looking to improve how they work. With 30 years of experience behind him, Colin discusses the significance of nurturing workplace culture, highlighting that toxicity is not an inevitable part of high-pressure industries. He offers practical advice for addressing issues with leadership, enhancing diversity and inclusion, and building a culture from the ground up, regardless of business size. Tune in to discover how entrepreneurs can cultivate environments where employees thrive and learn more about Colin's tools and resources for fostering a healthy workplace culture.KEY TOPICSImportance of Workplace Culture Focus on creating environments where employees enjoy working. Challenging the assumption that workplace toxicity is inevitable. Emphasises the role of leadership in fostering a positive culture. Toxic Environments and Leadership High-pressure industries are more prone to developing toxic cultures. Toxic leadership often drives employees away, not the organization itself. Misuse of power by leaders can undermine team safety and collaboration. Motivation and Culture Building Intrinsic motivation in employees stems from a shared belief in organisational values. Founders should role model desired behaviours to cultivate a supportive environment. Starting with clear vision and values is crucial for embedding the desired culture. Communication and Combating Toxicity Address issues immediately through open discussions to prevent toxicity. Honest, fact-focused discussions with leadership are crucial for motivation. Involve employees in shaping culture to adapt to current needs and issues. Timestamped overview00:00 Creating blueprint to prevent workplace toxic culture.05:54 Vision, values, communication, empathy, behaviour, innovation.09:05 Founders should foster intrinsic motivation for employees.13:58 Consider changing roles ift the workplace feels unsafe.16:46 Ask for feedback, listen, and improve team engagement.20:32 Culture evolves as startup grows beyond 50.24:31 Both must contribute for successful collaborations.25:59 Educate yourself on culture; it is crucial for business. Learn more about your ad choices. Visit megaphone.fm/adchoices

Dr. Jenny Brockis is a bestselling author and expert in health and well-being in the workplace. In this episode of Flying solo we explore the profound benefits of reconnecting with nature. Dr. Brockis emphasizes the importance of spending time outdoors to reduce stress, boost productivity, and enhance social bonds. From the simple act of taking a daily nature break to joining community events like Park Run, discover how immersing yourself in natural environments can improve mental health, creativity, and overall wellbeing. Tune in as we delve into actionable strategies to incorporate nature into daily and work routines, ultimately reshaping how we balance our lives and connect with the world around us.Key Topics1. Benefits of Nature Exposure Activation of the rest and digest system, leading to stress reduction Positive physiological impacts, such as lower blood pressure and heart rates Enhancement of cognitive functioning and providing a broader perspective 2. Overcoming Loneliness 1 in 4 Australians experience frequent loneliness Outdoor activities like dog walking and local parkrun participation can improve social connections Encouraged for individuals living or working alone to seek social interactions 3. Workplace Integration of Nature Increasing recognition of the mental and physical benefits of outdoor time at workplaces Adoption of biophilic designs, such as green spaces and living walls, to enhance productivity and health Leadership and employee advocacy crucial in incorporating more nature-based elements in work environments 4. Daily Routines and Nature Engagement Importance of incorporating nature into daily routines for well-being Simple practices include taking regular small breaks and opening windows for fresh air Nature exposure supports healthier lifestyle choices and improved sleep patterns Timestamped overview00:00 COVID highlighted the need for outdoor time and nature.04:38 Nature reduces stress and promotes physiological calm.08:31 Quiet spaces reduce stress and enhance productivity.10:55 Interacting with pets and nature is beneficial.15:10 Walking boosts energy, improves health, enhances sleep.19:33 Biophilic design boosts workplace productivity and well-being.21:24 Set boundaries and schedule breaks to move.24:46 Workplace well-being needs more outdoor awareness.29:12 Being outside reduces loneliness, fosters connection. Learn more about your ad choices. Visit megaphone.fm/adchoices

Glin Bayley is a negotiation specialist, coach, and author of The Negotiation Playbook. Glin shares her insights into the power of negotiation for both small and large businesses. We explore the dynamics of negotiation, from avoiding common pitfalls like focusing solely on price, to embracing a framework that enhances personal and mutual value. Glin uncovers the significance of character, integrity, and collaboration in negotiations, offering guidance on preparing for success and managing unexpected challenges. Whether you're a business owner, aspiring negotiator, or simply looking to improve your negotiation skills, this episode promises valuable takeaways for enhancing both business growth and personal development.KEY TOPICSPower and Potential of Small Business Customization opportunities for employee growth and development. Win-win situations through creativity, curiosity, and collaboration. Small business influence by understanding perceived versus actual power. Negotiation Dynamics and Strategies Avoid oversimplifying negotiations to just price, which leads to competition rather than collaboration. Successful negotiations involve multiple variables to create mutual value. Embrace discomfort as a sign of effective negotiation and personal growth. The Negotiation Playbook and VALUE Framework Book inspired by overcoming personal negotiation challenges to empower others. Identify value, Analyze data, Leverage points, Embrace discomfort, Execute strategically. Aimed at enhancing negotiation skills for personal and mutual value creation. Integrity, Persuasion, and Collaboration Maintain integrity and character to achieve outcomes and preserve relationships. Differentiate between coercion (power over) and persuasion (power with). Collaboration as a means to create value and balance results with relationship preservation. Preparation and Personal Growth in Negotiation Successful negotiation akin to planning a clear business vision. Adapt and manage breakdowns using emotional intelligence and reassessing objectives. Continuous improvement through resources, understanding value, and cultivating courage. Timestamped overview04:15 Coaching and negotiation skills enable personal growth.09:19 Negotiation depends on character and collaboration integrity.15:24 Develop negotiation skills to enhance perceived power.18:06 Consider 3-year growth pathway over fixed role.22:04 True value creation involves adding negotiation levers.25:53 Negotiation centers on exchanging value and leverage.27:23 Step outside comfort zone; plan and execute.31:15 Emotional intelligence helps navigate negotiations effectively.34:47 Master negotiation through understanding, emotional management, and value.38:26 Check out "The Negotiation Playbook" book. Learn more about your ad choices. Visit megaphone.fm/adchoices