Best in Class - the business excellence podcast

Martin Drake
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What makes a business truly exceptional? Best in Class is the podcast that dives deep into what industry-leading companies do differently — and how you can apply those lessons in your own business. Hosted by Martin Drake from Higher, each episode features honest, practical conversations with founders, leaders, and disruptors who are raising the bar in their space. From customer experience and operational models to leadership mindset and innovation, this is where business leaders go to get inspired, sharpen strategy, and learn what it really takes to be best in class.

Episodes

  1. 10/29/2025

    Episode 9: Chris Johnson - Co-Founder at Arx Nova - Why Every Business Needs a Crisis Plan (Even When Things Are Going Well)

    In this episode of Best in Class, I chat with Chris Johnson, co-founder of Arx Nova, a crisis and stabilisation consultancy that helps businesses navigate tough transitions — whether that’s rapid growth, stagnation, or genuine distress. They unpack the real meaning of “crisis,” reframing it as any point where a business risks losing control — from runaway success to financial pressure. Chris explains why most businesses don’t fail because of one big mistake, but because their foundations weren’t built to support growth, and how Arx Nova’s “business trauma doctors” model helps leaders regain stability fast. Martin and Chris also dig into the emotional side of leadership — denial, pride, fear of letting people down — and why sometimes the hardest decisions (like restructuring) are the ones that save a company. This is a frank, relatable chat about what happens behind the scenes when businesses hit a wall, how to spot the warning signs early, and why asking for help sooner is always the smarter move. 💡 Key TakeawaysCrisis doesn’t always mean failure — it can mean rapid growth, stagnation, or loss of control.Speed matters. Arx Nova works like “business paramedics,” stabilising companies before deeper damage sets in.Foundations are everything. Growth without structure or systems inevitably leads to crisis.Denial is dangerous. Many leaders see warning signs but delay action due to pride or emotional ties.Outside perspective saves time and money. External experts cut through internal politics and help leaders make clearer decisions.The human element matters. Founders often carry the emotional weight of their team’s livelihoods, which clouds judgment.Every decision should link back to your true business goal — not just survival or keeping everyone employed.Admitting you need help isn’t weakness — it’s the start of getting unstuck. ⏱️ Chapters00:00 – Introduction and why “crisis” deserves a rethink 01:00 – How Arx Nova was born from crisis and what it really does 04:10 – Why “crisis” isn’t always bad — sometimes it’s success gone too fast 07:50 – The “business trauma doctor” approach and acting fast 10:20 – Martin’s journey from recruiter to business leader and lessons learned 13:00 – Experience vs. exposure: how real-world lessons shape better decisions 16:40 – The denial trap: why leaders ignore red flags 18:00 – The emotional weight of leadership and tough calls 20:00 – Operational wastage and learning from mistakes 22:30 – Why people problems are often at the root of crises 23:30 – How Arx Nova partners with others (like Higher) to support recovery 24:00 – How to reach Arx Nova and final thoughts

    28 min

  2. 10/08/2025

    Episode 8: Richard Dickson - CEO at Play It Green - Why Being Fully Transparent About Absolutely Everything Works

    In this episode of Best in Class, I’m joined by Richard Dickson, co-founder of Play It Green, a conscious capitalist on a mission to prove that being transparent about absolutely everything really does work. Richard shares how Play It Green helps individuals and businesses take small, sustainable steps through education, footprint reduction, and nature repair. All while giving 10% of turnover to good causes. What began as a £5-a-month subscription to plant trees has evolved into a global community of over 250 businesses committed to reducing their impact and doing business better. We discuss why transparency builds trust, how conscious capitalism can fuel both purpose and profit, and why sustainability has moved from being a “nice to have” to a clear business advantage. If you’re interested in the intersection of impact, culture, and commercial growth then this one’s for you. Key Takeaways Transparency isn’t just ethical — it’s strategic. Being open about your operations, finances, and impact builds trust with customers, employees, and investors.Conscious capitalism works. Profit and purpose can co-exist when you embed social and environmental responsibility into your business model.Sustainability now makes business sense. From reduced costs to winning tenders and investment, the commercial case is undeniable.Gen Z expects openness. The new generation of employees and consumers value authenticity and won’t buy from — or work for — companies that hide behind corporate speak.Culture starts inside. Transparency within a business creates trust externally. The two go hand in hand.Long-term thinking wins. Sustainability and transparency aren’t trends — they’re foundations for future-proofing any business. Episode Chapters 00:00 Introduction 03:00 The Story Behind Play It Green 06:30 What Play It Green Actually Does 10:30 Why Transparency Matters 13:30 The Business Case for Transparency 17:00 Sustainability as a Competitive Advantage 21:30 From Scepticism to Success 25:30 The World Is Changing 27:00 Proud Moments and Milestones 29:00 Closing Thoughts

    32 min

  3. 09/17/2025

    Episode 7: Ben Duckworth - CEO at Heat Engineer Software - Why Great Businesses Aren’t Afraid to Fail

    In this episode of Best in Class, I’m joined by Ben Duckworth, CEO of Heat Engineer Software, part of a wider group of businesses that grew from a four-person fuel start-up into a 200-strong organisation spanning fuels, environmental services, fuel cards, and now software. We explore how a culture of experimentation, where trying new things is encouraged and failure isn’t feared, has been central to that growth. Ben shares how this mindset has kept complacency at bay, created opportunities to diversify, and helped build an environment where employees feel free to contribute ideas. We talk about how to ringfence risk so innovation never threatens the wider business, why “silly questions” often lead to the best breakthroughs, and how revisiting old ideas at the right time can spark success. Ben also explains how small innovations, from personalised customer welcome videos to recording proposal walk-throughs, strengthen human connection and create real differentiation. Alongside this, we touch on leadership myths, the importance of collaboration in tackling challenges like net zero, and why the best leaders focus on what they’re good at while empowering others to do the rest. If you’re interested in building a culture where innovation thrives, complacency is avoided, and failure is seen as part of progress, this episode is packed with practical lessons and inspiration. Key Takeaways Ben Duckworth is the CEO of Heat Engineer Software, part of a 200-person group that began as a regional fuel supplier.A culture of experimentation and openness to failure fuels growth and diversification.Innovation should be ringfenced and tested safely to avoid major business risk.“Silly questions” often uncover inefficiencies and lead to the smartest improvements.Revisiting old ideas when the timing is right can lead to new opportunities.Small creative touches, like welcome videos or video proposals, build stronger customer connections.Collaboration — across employees, customers, and suppliers — is essential for progress and tackling challenges like net zero.Leaders don’t need to be experts in everything; they should focus on strengths and surround themselves with specialists. Chapters 00:00 Introduction to Ben Duckworth and Heat Engineer Software 01:19 From four-person start-up to a 200-strong group 04:16 Building a culture where experimentation is safe 07:40 Why revisiting old ideas can work when timing changes 10:57 Using video to create stronger customer connections 14:05 Humanising proposals and strengthening loyalty 17:22 Leaning into team strengths and external inspiration 19:53 Serving both the customer and their customer 20:59 Employee feedback and idea-sharing without fear 23:29 Defending against complacency and staying agile 26:35 Ringfencing risk and testing innovation safely 28:14 Creating an environment where failure is acceptable 30:34 Asking the right questions to find 1% gains 32:11 The biggest myth about running a business

    37 min

  4. 07/23/2025

    Episode 6: Steven Hendry - Group Managing Director at Towers Watson - Growing in a Declining Industry: The Power of Continuous Improvement

    In this episode of Best in Class, I’m joined by Steven Hendry, Group Managing Director of Watson Towers Group — the parent company of Cairnhill Structures, a steel manufacturer that’s thriving in a shrinking UK industry. We explore how Steven and his team have embedded a culture of continuous improvement at every level of the business, enabling Cairnhill to grow where others have faltered. Steven explains how small, consistent changes, from workforce development to supply chain partnerships, have transformed Cairnhill into a resilient, forward-thinking business. We talk about why creating a workplace where everyone has a voice (and feels heard) is key to progress, and how even employees who leave often become advocates.... and sometimes return. Steven also shares how suggestion boxes, often dismissed as gimmicks, actually deliver real impact when employees see their ideas acted upon and rewarded. You’ll hear about Cairnhill’s innovative apprenticeship and training pathways, how they’ve built loyalty in an industry struggling with a skills shortage, and how they extend their improvement ethos into their supplier relationships. If you’re interested in growing sustainably in a tough market, creating a culture of trust and improvement, and inspiring your team to drive change from the ground up, this episode is full of real-world lessons and actionable ideas. Key TakeawaysSteven Hendry is the Group Managing Director of Watson Towers Group, which includes Cairnhill, a steel manufacturer with ~200 employees.Continuous improvement is about marginal gains — small, daily changes that add up to major impact.Apprenticeship and training schemes build loyalty and a pipeline of talent in industries with skills gaps.Employees who leave on good terms often become advocates and sometimes return.Suggestion boxes can work — but only if employees see their ideas implemented and valued.Culture shifts happen when everyone feels they have a voice and ownership in the business.Supply chains should grow and improve alongside your business, not hold you back.Leadership is about showing up, empowering others, and passing on the support you’ve received.Chapters00:00 Introduction to Steven Hendry and Watson Towers Group 01:18 What Cairnhill does and its place in the UK steel industry 04:10 Why Cairnhill is growing while the industry declines 08:12 Apprenticeships, training, and creating advocates 12:43 Marginal gains and the power of 1% improvements 13:17 Learning from others: bringing external inspiration home 14:32 How to make suggestion boxes effective and rewarding 19:43 Building a culture where everyone is on the journey 24:26 Extending continuous improvement into the supply chain 28:42 The mentors and values that shaped Steven’s leadership 32:52 Closing reflections and takeaways

    36 min

  5. 07/09/2025

    Episode 5: Paul Dawson - CEO at Agena Group - From “Why They Leave” to “Why They Stay”: How To Retain Your Best People

    In this episode of Best in Class, I’m joined by Paul Dawson, CEO and Founder of Agena Group — a business that’s challenging how organisations think about culture, retention, and mobility. We explore why most companies focus on the wrong question when it comes to staff turnover, obsessing over why people leave, rather than understanding why they stay. Paul explains how this simple mindset shift has transformed retention and engagement across Agena’s 380-strong team. We dive into the power of stay interviews (and why exit interviews are often too little, too late), how to embed internal mobility without breeding resentment, and why creating a safe environment where people feel trusted to try, fail, and grow is the hallmark of a healthy culture. Paul also reflects on his own unconventional leadership journey, from leaving school at 16 to running nationwide schemes like London’s Congestion Charge and now leading a fast-growing parking technology and services group. He shares how a mix of inspiring mentors and poor managers shaped his philosophy of inclusion, trust, and putting people first. If you’re interested in rethinking retention, creating an authentic culture, and keeping your best people engaged and challenged, this episode is packed with practical ideas and refreshing perspectives. Key TakeawaysPaul Dawson is the CEO and founder of Agena Group, which manages over 9,300 parking assets in the UK.Retention starts by asking employees why they stay — not just why they leave.Stay interviews provide better insight than exit interviews.A culture of trust and psychological safety encourages growth and innovation.Internal mobility can strengthen retention if managed transparently.Leaders must understand individual ambitions — not everyone wants promotion, and that’s okay.Shifting metrics from attrition to retention reframes the conversation in a positive way.Building a culture where people feel challenged and supported helps them stay longer.Leadership style is shaped by both positive mentors and negative experiences.Chapters00:00 Introduction to Paul Dawson and Agena Group 01:13 Paul’s eclectic career and lessons from controversial UK-wide schemes 03:22 What Agena Group does and its role in society 06:28 Why culture needs to be felt — not just written 07:20 How stay interviews flip the retention narrative 12:53 Building a safe space for stretch and failure 17:33 Internal mobility and keeping talent engaged 21:00 Managing human emotions when top performers move teams 23:26 Why retention is about trust and transparency 28:09 Paul’s leadership journey and influences 30:52 Closing reflections and takeaways

    34 min

  6. 06/25/2025

    Episode 4: Lucinda Reader - Ravello HR - Hiring For Tomorrow, Not Yesterday

    In this episode of Best in Class, I’m joined by Lucinda Reader, founder of Ravello HR and a people strategy expert with a career spanning global giants like Harrods, KPMG, and Stryker. We talk about: Why most companies have business plans but no people plansHow to map out your future workforce and avoid lazy like-for-like hiresWhy job titles are not the same as skillsThe power of skills matrices and internal cross-trainingWhy culture and workforce planning are inseparable Lucinda also shares stories from hiring ex-athletes and supporting prison leavers, showing how high performance can come from unexpected places. This is a must-listen for any business leader who wants to build a smarter, stronger, future-ready organisation. Key Takeaways High performance teams require a clear understanding of skills needed.A people plan is essential for aligning with business goals.Hiring should focus on future needs, not just replacements.Organizational culture plays a crucial role in recruitment.Cross-training can maximize existing talent within a company.Understanding skills is more important than job titles.Feedback is vital for personal and organizational growth.Proactive workforce planning can give businesses a competitive edge.Investing in employee development doesn't always require a budget.Creating a culture of open dialogue enhances employee satisfaction. Chapters 00:00 Introduction to High Performance in Organizations 02:01 The Importance of a People Plan 05:07 Understanding Skills and Workforce Planning 10:08 Hiring for High Performance 15:10 Bridging Skills Gaps and Cross-Training 19:54 The Role of Culture in Workforce Development 24:53 Feedback and Continuous Improvement

    32 min

  7. 06/04/2025

    Episode 3: Zohaib Hashim - CEO at Blackmont Legal - Modern Law for Modern Business: Mission-Led and Subscription-Based

    In this episode of Best in Class, I’m joined by Zohaib Hashim, Founder and CEO of Blackmont Legal — a law firm that’s flipping the script on how legal services are delivered. We explore what it really means to be a mission-led business in an industry that’s often seen as rigid and transactional. Zohaib shares how Blackmont’s guiding purpose — to redefine legal services for modern businesses — isn’t just a slogan, but the lens through which every decision is made. We dive into the thinking behind their innovative subscription-based pricing model, why it builds stronger, longer-lasting client relationships, and how it helps SMEs access legal support proactively instead of only when crisis hits. Zohaib also reflects on why trust, transparency, and commercial understanding are essential traits for any modern legal partner, and why traditional billable-hour models are no longer fit for purpose. If you're interested in pricing innovation, mission-driven service design, or how to evolve a professional service business to meet modern expectations, this episode is full of sharp insights. Key Takeaways Zaheb Hussain is the CEO and founder of Blackmont Legal.Blackmont Legal specializes in corporate and commercial law.The firm adopts a mission-led approach to redefine legal services.They focus on understanding modern business needs and expectations.The subscription model allows clients to bank hours with their lawyers.Proactive legal support is more cost-effective than reactive measures.Building long-term relationships with clients is crucial for success.The majority of businesses in the UK are SMEs, which need tailored legal support.Zaheb believes in collaboration rather than competition among law firms.Networking and understanding client passions are key to providing value. Chapters 00:00 Introduction to Zaheb Hussain and Blackmont Legal 00:49 Mission-Led Approach in Legal Services 04:06 Innovative Pricing Models in Legal Services 09:48 Understanding Client Needs and Building Relationships 17:58 The Future of Legal Services and Industry Evolution

    30 min

  8. 05/21/2025

    Episode 2: Helen Clayton - Managing Partner at PM+M - Don't Just Grow - Grow Right: A Culture First Journey

    In this episode of Best in Class, I’m joined by Helen Clayton, Managing Partner at PM+M — a firm that’s been around for over a century but is anything but old-fashioned. We talk about how PM+M has grown from 80 to 180 people in the last decade... and not by chasing profit, but by putting people at the centre of everything. Helen shares how deeply embedded values shape everything from day-to-day decisions to long-term strategy, and how “doing the right thing” isn’t just a slogan it’s a practical guide when things get messy. We dig into what makes PM+M stand out in a traditionally conservative industry: collaborative client ownership, values-led hiring, and empowering junior team members to help shape the future of the business. Helen also reflects on her own leadership lessons including the importance of self-belief and resilience. If you're interested in culture-driven growth, modern leadership, or building a business that genuinely walks its talk, this episode delivers. Key Takeaways PM & M has a rich history of over 100 years in accountancy.The company focuses on getting things done rather than just talking about them.Investing in people and their skills is crucial for business growth.Strong relationships with clients lead to long-term success.Values are not just words; they dictate behaviors and relationships.Every client is considered a PM & M client, fostering teamwork.Expertise is essential in a complex regulatory environment.Maintaining company culture requires constant communication and reinforcement.Recruitment processes are designed to ensure cultural fit and diversity.Learning from career mistakes is vital for personal and professional growth. Chapters 00:00 - Introduction to PM & M and Helen Clayton 04:10 - The Growth Catalyst of PM & M 05:19 - People First Philosophy 10:25 - Evolving Client Relationships in Accountancy 13:23 - Maintaining Culture and Values 14:56 - Recruitment Strategies for Cultural Fit 24:08 - Reflections on Career Growth and Learning

    26 min

  9. 05/07/2025

    Episode 1: Martin Baker - MD at Fluent Money - Customer First, Always Wins

    In this first episode of Best in Class, host Martin sits down with Martin Baker of Fluent Money to explore how putting the customer truly first isn’t just good service — it’s smart business. Fluent Money is on a mission to disrupt the mortgage industry by delivering a radically better customer experience, underpinned by empathy, operational innovation, and thoughtful use of technology. Martin shares how they’ve moved away from the traditional lone-broker model and instead built a scalable, team-based approach that supports customers every step of the way — without sacrificing the human touch. From eliminating jargon and ego to using tech that works with people, not instead of them, this episode is packed with insights for any business leader looking to build a company that’s genuinely best in class. Key TakeawaysFluent Money is simplifying how customers access funding in a complex, jargon-heavy industry.Empathy isn’t soft — it’s a commercial advantage, especially in financial services.The mortgage process often disempowers customers; Fluent is flipping that dynamic.Technology should amplify human connection, not replace it.A team-based model offers scale without sacrificing service.Digital engagement must respect the customer’s time, preferences, and vulnerabilities.Real disruption starts with asking: what problem are we solving?Listening to practitioners and customers leads to better, more scalable solutions.Continuous improvement and reassessment are key to staying “best in class.” Chapters00:00 — Introduction to Best in Class 02:10 — Fluent Money: A Disruptor in Mortgages 07:29 — Empathy in Customer Experience 13:04 — Team Model vs. Individual Brokers 19:29 — The Role of Technology in Mortgages 25:27 — Conclusion and Key Takeaways

    30 min
  • 9 Episodes

About

What makes a business truly exceptional? Best in Class is the podcast that dives deep into what industry-leading companies do differently — and how you can apply those lessons in your own business. Hosted by Martin Drake from Higher, each episode features honest, practical conversations with founders, leaders, and disruptors who are raising the bar in their space. From customer experience and operational models to leadership mindset and innovation, this is where business leaders go to get inspired, sharpen strategy, and learn what it really takes to be best in class.

Information

  • Creator
    Martin Drake
  • Years Active
    2K
  • Episodes
    9
  • Rating
    Clean