The Commercial Edge: Unleash the Power of People Chris Webber

Getting your team to care about customer excellence can make a big impact on business performance



Here are my key headlines from the conversation with Andy where we discussed accountability for customer excellence



⁠Andy Hay⁠ is a television and theatre director. He originally trained as a drama teacher before becoming an actor for Theatre-In-Education companies and later joining Oldham Coliseum Theatre’s ensemble.

After two years at the Coliseum and with several TV, radio credits and a West End transfer under his belt he joined Manchester’s Contact Theatre ensemble as an actor, musician and director.

From there followed nearly 20 years as Associate Director of Nottingham Playhouse, Artistic Director of Bolton Octagon Theatre and Artistic Director of Bristol Old Vic where he directing over 65 productions including many world premiers.

Andy has been a television director since 2000 working on shows including Waking The Dead, The Musketeers, Dickensian, Lucky Man and more recently The Last Kingdom and All Creatures Great and Small to name a few.

Andy tells us how he gets his large team to care as much as he does about customer experience and customer success because if they don't care about excellence then the customers won't experience it and the production is a failure.



Andy Hay is a television and theatre director. He originally trained as a drama teacher before becoming an actor for Theatre-In-Education companies and later joining Oldham Coliseum Theatre’s ensemble.

After two years at the Coliseum and with several TV, radio credits and a West End transfer under his belt he joined Manchester’s Contact Theatre ensemble as an actor, musician and director.

From there followed nearly 20 years as Associate Director of Nottingham Playhouse, Artistic Director of Bolton Octagon Theatre and Artistic Director of Bristol Old Vic where he directing over 65 productions including many world premiers.

Andy has been a television director since 2000 working on shows including Waking The Dead, The Musketeers, Dickensian, Lucky Man and more recently The Last Kingdom and All Creatures Great and Small to name a few.

If you want things to change, you need to make people accountable for it.

Here are my headlines from the conversation with Shireen Hilal on shared accountability for delivering change

How do you ensure changes happen? How do you make your team accountable for what they do each day? That is what I discussed with Shireen Hilal. She is an adviser to professional services businesses and uses a variety of strategies to embed change. An essential listen for people wondering how they can get their team to focus on the important issues.



Shireen Hilal, the founder and CEO of Maior Consulting. Shireen started her career as a litigator at AmLaw100 law firms, and then shifted her focus to strategy and operations to make a direct impact on business growth and efficiency. Her career path is marked with roles including serving as the COO of a national law firm where she increased profits by over 30%, guiding operations and strategy for a division of global giant KPMG,
boosting revenue for a new division of BDO, and building out the growth division of a communications consulting firm.



Now, at her own firm, Maior, she brings a
unique blend of operational and strategic vision to professional services firms across the spectrum.

 

Under her leadership, Maior has become a
go-to resource for firms at every stage – whether they’re navigating growth pains, seeking a fresh perspectives, or aiming to redefine their market position.

 

With a strong track record of crafting innovative strategies that have revitalized organizations from enterprise firms
to boutique and mid-sized businesses, Shireen's approach is relentlessly focused on results that not only promise but deliver lasting impact.

 

But what sets Shireen apart isn't just her talent for driving up the numbers; it’s her holistic approach to understanding
firms’ cultures, quirks and all, and then creating plans that get everyone moving in the right direction, boosting not only the bottom line but employee engagement at the same time for her clients.

 

LinkedIn- https://www.linkedin.com/in/shireenhilal/
Maior Consultants- https://www.maiorconsultants.com/about

Difficult conversations are not just 1:1. Often businesses need to make changes that will affect many employees.

In this episode I share my highlights from the conversation with Joe Perry and his lessons from working with trade unions and influencing change.

I share tips that all managers can use to implement change through their teams.



⁠Joseph Perry⁠ is an employment relations specialist with extensive experience across a range of public, private and third sector organisations. He currently provides support to organisations to help them achieve their organisational goals through the effective management of collective employment relations, change and high performing teams.



Having worked in unionised workplaces in transport, utilities and politics, he is experienced in dealing with collective issues and how to build constructive, effective employment relations. Joe studied Industrial Relations at the University of Keele, bringing a mix of academic and practical approaches to the field of employment relations and engagement.



Joe and Debbie have developed and run an employment relations and engagement programme which builds capability in this crucial area. The programme enables the effective management of change, develops professional competence in employment relations, build relationships across organisations and grows enthusiasm for this fascinating field of work. Joe and Debbie also established and run professional networks for experts and leaders in this field.

Difficult conversations are not just 1:1. Often businesses need to make changes that will affect many employees.

In this episode we talk about the importance of relationships to create trust and how to use them as the foundation for change together with processes and agreements.



Tips that all managers can use to implement change through their teams.



Joseph Perry is an employment relations specialist with extensive experience across a range of public, private and third sector organisations. He currently provides support to organisations to help them achieve their organisational goals through the effective management of collective employment relations, change and high performing teams.



Having worked in unionised workplaces in transport, utilities and politics, he is experienced in dealing with collective issues and how to build constructive, effective employment relations. Joe studied Industrial Relations at the University of Keele, bringing a mix of academic and practical approaches to the field of employment relations and engagement.



Joe and Debbie have developed and run an employment relations and engagement programme which builds capability in this crucial area. The programme enables the effective management of change, develops professional competence in employment relations, build relationships across organisations and grows enthusiasm for this fascinating field of work. Joe and Debbie also established and run professional networks for experts and leaders in this field.