Episode Details

You know what great service looks like in your business.

But does everyone on your team see it the same way?

And more importantly, can they deliver it consistently when you’re not there?

It’s something we see in family businesses all the time. The owners know exactly how they want clients looked after, but somewhere between what they’re expecting and what the team actually delivers, things can get a little patchy.

And that’s where problems start.

In this episode, Caroline and I talk about how to make great service something your whole team can deliver, not just the people who’ve been around long enough to know how you like things done.

We share some practical examples from our own businesses, including a simple bottle of water that made a surprising difference, and why giving your team the right level of responsibility can completely change how they handle clients.

We also look at what happens when things don’t go to plan, because let’s face it, no business gets everything right all the time.

The important thing is what happens next.

If you’re running a family business and want your team delivering consistently great service without everything coming back to you, this is a conversation worth having.

In today’s episode, you’ll discover:

• 00:38 – Why having good people doesn’t automatically mean consistent service
• 02:49 – Why what’s obvious to you might not be obvious to your team
• 04:36 – What a simple bottle of water can teach you about service standards
• 07:11 – The difference between saying you deliver great service and actually delivering it
• 08:46 – How giving your team more responsibility can improve the client experience
• 12:06 – What to do when your team gets something wrong
• 14:47 – Why recognising great work is just as important as addressing mistakes

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About the Families in Business Podcast

The Families in Business podcast is for family business owners who want to grow a thriving business together, without sacrificing the relationships that matter most.

Each week, Mark and Caroline Creedon bring you honest conversations about the real challenges and opportunities that come with running a business as a family - from scaling and systems, to succession planning, to making sure the business serves your life and not the other way around.

Whether you're in the early growth phase or thinking about passing the business on to the next generation, this podcast will give you practical strategies and a fresh perspective on the family business journey.

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About Your Hosts

Mark and Caroline Creedon are business coaches with over three decades of hands-on experience helping Australian business owners build companies that give them more time, money and freedom. They understand the unique dynamics of running a business with family - because they live it themselves.

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New episodes drop every week. Subscribe so you never miss practical advice on growing your family business, planning for the future, and building something that lasts.

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