Why your business growth is failing (and how to fix it)

Business Growth Isn't About Sales, It's About Empathy | Jason and Nicola Threadgold Funeral Directors Interview Most businesses say their service is what sets them apart. Very few get publicly recognised for it. Jason and Nicola Threadgold did, in an industry where trust is hard to earn and every family arrives at the worst moment of their lives. In this episode of the Business Growth Podcast, powered by ActionCOACH UK, the husband-and-wife funeral directors explain how they grew from one funeral home to five in 12 years, built a team of 30 and won a customer service award. Their answer is simple and hard to live by: stop selling and start solving people's problems. What You'll Learn: - Communication Starts With Listening: Nicola breaks trust down into listening, caring, understanding and going beyond what people expect. - Be Impeccable With Your Word: Jason explains why doing what you said you'd do, on time, is where trust is won or lost. - Solve the Problem, Don't Sell the Product: Why every customer arrives with a problem, and why treating it as a challenge to exceed turns clients into lifelong friends. - Working as a Husband-and-Wife Team: How one comment in the wrong tone taught them to work as equals, not manager and employee. - Scaling With Research: Census data, age demographics and getting the model right before opening a new location. - Knock on the Door: How asking owners directly landed them 3 buildings, including one that took nearly a year to come through. - Cross-Training Your Team: Why everyone learns everyone else's role, and why an administrator has stepped in as a hearse driver. - The COVID Cashflow Lesson: Why even a funeral business felt the pinch, and why you need to know your numbers inside and out. For Everyone: Audit the promises your business makes and keep every one of them. Then send one team member to spend a day in another department and see what changes when they come back. Whether you're running a family business, leading a team or planning your next location, this episode shows why care and trust are the foundations of growth. Subscribe for weekly conversations with business owners who've done it. This episode is sponsored by Yes Foundation UK, helping 12 to 22 year olds build confidence, understand money and develop real entrepreneurial thinking. Find out more at yesfoundation.org.uk. Hosted on Acast. See acast.com/privacy for more information.