The Australian Small Business Show

Kristy-Lee Billett
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The Australian Small Business Show has been created by small business owners, for small business owners. Your hosts Matt Heighway and Kristy-Lee Billett, who have both been running businesses for over 15 years, will bring our first hand experiences to offer insights, advice and inspiration to help you build a successful small business. Each week we’ll discuss one specific strategy, topic, resource or tip that’s relevant for every small business, and we’ll be inviting along some amazing guests and friends in business to share their expertise with you. Whether you're starting out, scaling up or a seasoned small business owner, this Australian Small Business Show is the show for you.

  1. 4D AGO

    Is It Time to Rethink Your Customer Experience and Update Your Customer Journey?

    Hello and welcome to this weeks episode of The Australian Small Business Show. In this episode we’re diving into the customer journey and why it’s time for small business owners to refresh and rethink how we attract, convert and retain customers in 2026. We unpack the difference between the buyer’s journey and the customer experience journey, and why both deserve intentional planning rather than being left to chance. From awareness right through to advocacy, we explore how we can be more strategic instead of simply chasing new leads and hoping for the best. We talk about how the role of websites is changing, how AI is influencing buyer behaviour, and why trust is becoming more important than ever. With shorter attention spans and more noise in the market, we discuss how to create a seamless, low friction experience that helps customers move from consideration to decision quickly. We also share a real life example of how something as simple as an easy payment process or a well placed QR code for reviews can make a huge difference in the overall journey. Importantly, we explore the often overlooked parts of the journey including repeat business, referrals, reviews and even offboarding customers well. We discuss why systems are critical if you want to consistently nurture relationships, encourage advocacy and handle feedback, both positive and negative, with confidence. If you have not reviewed your customer journey recently, this episode will prompt you to step back and look at the full picture from first touchpoint to long term loyalty. Connect with Us: If you're an Australian Small Business Owner, we'd love to connect with you on socials. You can give our Facebook Page a like here: https://www.facebook.com/theaustraliansmallbusinessshow Or follow us on Instagram here: https://www.instagram.com/aussmallbizshow/ We’d love to hear from you! Subscribe to The Australian Small Business Show newsletter by visiting our website here: https://www.theaustraliansmallbusinessshow.com.au/ Disclaimer: The information shared on The Australian Small Business Show is general in nature and does not constitute professional advice, legal or otherwise. We recommend consulting with your advisors on your specific circumstances.

    21 min

  2. FEB 7

    Keeping Things Human When You Automate

    Hello and welcome to this week's episode of The Australian Small Business Show. In this episode, Matt and Kristy-Lee are joined by returning guest Val from Viya Technology to explore a very timely topic for small business owners, how to automate your business without losing the human touch. With AI and automation tools becoming more accessible than ever, many business owners are keen to improve efficiency but are equally concerned about how technology might impact customer experience, relationships and trust. Val shares practical insights into finding the right balance between automation and human interaction. The conversation unpacks how to identify which parts of your customer journey are suitable for automation, and which areas should remain human-led to preserve value and connection. Using relatable examples, Val explains why understanding your ideal client and their expectations is critical before implementing any new technology. Matt and Kristy-Lee also share real-world experiences from their own businesses, discussing onboarding, client communication and content creation. They talk candidly about where automation has worked well, where it has not, and why transparency and feedback are essential when introducing AI or automated processes into your business. This episode is a must-listen for small business owners who want to leverage automation and AI thoughtfully, improve efficiency, and still deliver a genuine, human experience for clients, customers and teams. Connect with Us: If you're an Australian Small Business Owner, we'd love to connect with you on socials. You can give our Facebook Page a like here: https://www.facebook.com/theaustraliansmallbusinessshow Or follow us on Instagram here: https://www.instagram.com/aussmallbizshow/ We’d love to hear from you! Subscribe to The Australian Small Business Show newsletter by visiting our website here: https://www.theaustraliansmallbusinessshow.com.au/ Disclaimer: The information shared on The Australian Small Business Show is general in nature and does not constitute professional advice, legal or otherwise. We recommend consulting with your advisors on your specific circumstances.

    20 min

  3. JAN 31

    Is Employee Loyalty Dead?

    Hello and welcome to this weeks episode of The Australian Small Business Show. In this episode, Matt and Kristy-Lee tackle a big question many small business owners are asking right now, is employee loyalty dead? Drawing on their own experiences and observations of the next generation entering the workforce, they explore how the traditional idea of loyalty as a trade for long-term job security has shifted. With changing expectations, generational differences and the lasting impact of the pandemic, the old rules around work and loyalty no longer seem to apply in the same way . The conversation dives into why job security is no longer the primary driver of loyalty, and how employees are increasingly taking ownership of their own careers. Matt and Kristy-Lee discuss why modern loyalty looks less like a lifetime commitment and more like being engaged, committed and aligned while someone is part of your business. They also unpack how leadership, development, flexibility and feeling valued now play a far bigger role than simply a pay cheque. This episode is a must listen for business owners who are struggling with staff retention or feeling frustrated by changing workforce expectations. Matt and Kristy-Lee share practical insights into how employers can reset their mindset, evolve their leadership approach and build genuine loyalty that works for today’s workforce. Loyalty, as they explain, is not dead, it’s just different. Connect with Us: If you're an Australian Small Business Owner, we'd love to connect with you on socials. You can give our Facebook Page a like here: https://www.facebook.com/theaustraliansmallbusinessshow Or follow us on Instagram here: https://www.instagram.com/aussmallbizshow/ We’d love to hear from you! Subscribe to The Australian Small Business Show newsletter by visiting our website here: https://www.theaustraliansmallbusinessshow.com.au/ Disclaimer: The information shared on The Australian Small Business Show is general in nature and does not constitute professional advice, legal or otherwise. We recommend consulting with your advisors on your specific circumstances.

    13 min

  4. JAN 24

    How to Hire Better in 2026

    Hello and welcome to this week's episode of The Australian Small Business Show. In today’s episode, Matt and Kristy Lee dive into one of the biggest challenges facing small business owners right now hiring the right people in a rapidly changing landscape. With 2026 firmly on the horizon, they explore how the rules of recruitment are shifting, why hiring mistakes are more costly than ever, and how business owners need to adapt their approach to attract and retain great staff in a competitive market . Kristy shares her expertise in recruitment, unpacking how AI is impacting both sides of the hiring process. From AI written resumes and cover letters to smarter use of technology in screening and job ads, this conversation highlights why business owners need to be more discerning, faster in their processes, and clearer than ever on what they actually need from a role. They also discuss why cover letters are losing relevance, the importance of speed in hiring, and why passive candidates are often your best option. The conversation also looks beyond the hire itself, emphasising the importance of always on recruitment strategies, using platforms like LinkedIn effectively, and ensuring your online presence genuinely reflects what it is like to work in your business. Matt and Kristy also talk about hiring as a retention strategy, the need to reassess roles before replacing them, and why onboarding should begin the moment a job offer is accepted. If you are planning to hire in 2026, or are already feeling overwhelmed by recruitment decisions, this episode is packed with practical insights to help you hire better, smarter, and with confidence. Connect with Us: If you're an Australian Small Business Owner, we'd love to connect with you on socials. You can give our Facebook Page a like here: https://www.facebook.com/theaustraliansmallbusinessshow Or follow us on Instagram here: https://www.instagram.com/aussmallbizshow/ We’d love to hear from you! Subscribe to The Australian Small Business Show newsletter by visiting our website here: https://www.theaustraliansmallbusinessshow.com.au/ Disclaimer: The information shared on The Australian Small Business Show is general in nature and does not constitute professional advice, legal or otherwise. We recommend consulting with your advisors on your specific circumstances.

    18 min

  5. JAN 17

    Getting Help to Systemise Your Business

    Welcome to this weeks’ episode of The Australian Small Business Show! Today we have a returning guest - James Brown from BizTach Guru. James is a Certified Master SYSTEMologist® | SME Technology Expert | Time-Saving Specialist | Business Systemisation Pro. James stands at the forefront of business operation simplification, with a rich 20-year history spanning from manufacturing to tourism, currently specialising in construction and building trades. Through his venture, BizTech Guru, he introduces business owners to SYSTEMology and works closely with David Jenyns, the founder of systemHUB and the SYSTEMology movement, diving deep into the methodology and building out course curriculums. James has presented to over a thousand people about SYSTEMology and has worked directly with over a hundred business owners himself to implement this methodology. Today we talk with James about when it might be time to outsource and get support systemising your business and how you might go about doing that. James helps us understand when our businesses need help systemising, what that means and how to go about getting specialist help. We have a look at how to identify the signs that your business needs some help, how to determine if a task is better to be outsourced rather than trying to do everything yourself and what the steps are for engaging a systems expert like James. Your business might be making good money, but you feel like you just don’t have your head above water. That may be the time to start thinking about improving your systems. If you’d like to connect with James, you can find his website here: https://www.biztechguru.com.au/ Or connect with him on LinkedIn here: https://www.linkedin.com/in/systemologist/ Want to hear more from James? Listen to our previous chat on Episode 52 - The Core Systems Every Business Needs with James Brown from BizTech Guru | Podcasts Connect with Us: If you're an Australian Small Business Owner, we'd love to connect with you on socials. You can give our Facebook Page a like here: https://www.facebook.com/theaustraliansmallbusinessshow Or follow us on Instagram here: https://www.instagram.com/aussmallbizshow/ We’d love to hear from you! Exciting news: our website is live – check it out at: https://www.theaustraliansmallbusinessshow.com.au/ * Disclaimer: The information shared on The Australian Small Business Show is general in nature and does not constitute professional advice, legal or otherwise. We recommend consulting with your advisors on your specific circumstances.

    20 min

  6. JAN 10

    What's Your Word of the Year?

    Welcome to this weeks’ episode of The Australian Small Business Show! Today we are discussing our words of the year and why a word of the year can be more powerful than a New Year Resolution. It is not about perfection; it is all about direction. How you choose your word of the year will be personal to your journey as a small business owner. It should solve a current problem and help guide your decision when things get busy or messy. Your word of the year, like a New Year's Resolution, should make you fee slightly uncomfortable. So some thought is needed to ensure that it motivates change. Some prompt questions could be – What do I need more of this year?, What has been missing? In this episode Kristy-Lee and Matt share their own words of the year. You will be surprised how different they are. Connect with Us: If you're an Australian Small Business Owner, we'd love to connect with you on socials. You can give our Facebook Page a like here: https://www.facebook.com/theaustraliansmallbusinessshow Or follow us on Instagram here: https://www.instagram.com/aussmallbizshow/ We’d love to hear from you! Exciting news: our website is live – check it out at: https://www.theaustraliansmallbusinessshow.com.au/ * Disclaimer: The information shared on The Australian Small Business Show is general in nature and does not constitute professional advice, legal or otherwise. We recommend consulting with your advisors on your specific circumstances.

    17 min

  7. JAN 3

    The Importance of Slowing Down to Speed Up

    Welcome to this weeks’ episode of The Australian Small Business Show! Today we are discussing the importance of slowing down to speed up in business, and why we all find it so hard as entrepreneurs and small business owner to take a break, re charge, refill our cup and take the time we need to pause. When we don’t take time to slow down, pause and rest, it’s very easy to get stuck in the weeds, and feel like you’re constantly chasing everything and everyone – and getting nowhere. Taking a break, pausing, slowing down can lead to feelings of guilt, worry and concern about the business – but the reality is the reward is far higher than the risk. When you pause you recharge your battery, both physically and mentally. This allows you to make better decisions, innovate, be creative and strategize better. In this episode Kristy-Lee and Matt share their own experiences and strategies of how slowing down to speed up has helped them in their businesses. Connect with Us: If you're an Australian Small Business Owner, we'd love to connect with you on socials. You can give our Facebook Page a like here: https://www.facebook.com/theaustraliansmallbusinessshow Or follow us on Instagram here: https://www.instagram.com/aussmallbizshow/ We’d love to hear from you! Exciting news: our website is live – check it out at: https://www.theaustraliansmallbusinessshow.com.au/ * Disclaimer: The information shared on The Australian Small Business Show is general in nature and does not constitute professional advice, legal or otherwise. We recommend consulting with your advisors on your specific circumstances.

    15 min

  8. 12/27/2025

    The Power of Breathwork to Help You and Your Small Business with Anthony Hopson

    Welcome to this weeks’ episode of The Australian Small Business Show! In this episode we’re joined by returning guest Anthony Hopson. When we last had Anthony on the podcast he was talking about his work as a Finance Broker with his business Urban Brokers and today he is back to talk about how he supports business owners in an entirely different way – through teaching Breathwork. As Anthony shares today, how we breathe impacts our work performance, stress management, decision making and emotional regulation. Put simply, our state of being affects our breath, and our breath affects our state of being. Being unable to emotionally regulate can affect our quality of life – relationships at home, work, school, and social interactions. Breathwork can help with this. How we breathe can influence our stress response and how we can regulate from stressful events. In business, this can help with things like decision making, navigating difficult conversations, analysing information and pretty much all aspects of running a business. Breathwork and Ice/cold water immersion can be used therapeutically to: down-regulate and heal from chronic stress’ and trauma; managing anxiety including workplace stress/ task overwhelm and burnout; up-regulate out of depression and enhance energy production; improve sports and workplace performance through achieving higher focus – making more consistent coherent, balanced and emotionally regulated decisions. If you’re interested in learning more and working with Anthony you can contact him on Instagram here: https://www.instagram.com/the_urbanbroker/ Connect with Us: If you're an Australian Small Business Owner, we'd love to connect with you on socials. You can give our Facebook Page a like here: https://www.facebook.com/theaustraliansmallbusinessshow Or follow us on Instagram here: https://www.instagram.com/aussmallbizshow/ We’d love to hear from you! Exciting news: our website is live – check it out at: https://www.theaustraliansmallbusinessshow.com.au/ * Disclaimer: The information shared on The Australian Small Business Show is general in nature and does not constitute professional advice, legal or otherwise. We recommend consulting with your advisors on your specific circumstances.

    18 min
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About

The Australian Small Business Show has been created by small business owners, for small business owners. Your hosts Matt Heighway and Kristy-Lee Billett, who have both been running businesses for over 15 years, will bring our first hand experiences to offer insights, advice and inspiration to help you build a successful small business. Each week we’ll discuss one specific strategy, topic, resource or tip that’s relevant for every small business, and we’ll be inviting along some amazing guests and friends in business to share their expertise with you. Whether you're starting out, scaling up or a seasoned small business owner, this Australian Small Business Show is the show for you.

Information

  • Creator
    Kristy-Lee Billett
  • Years Active
    2024 - 2026
  • Episodes
    87
  • Rating
    Clean
  • Copyright
    © Copyright The Footprint Collective Pty Ltd All Rights Reserved
  • Show Website
    The Australian Small Business Show