18/12/2025
I guess yearly reviews are inevitable this time of year. One take home this year has been the focus on clients preferring to use local businesses including ours for a growing reason.
Historically we've always competed without outside software firms and cheap mass market products, but there seems to be a focus shift throughout various industries including ours, and that comes down to customers wanting someone they can actually reach. This is something that is being valued more than ever in an ever changing world of AI chatbots and the extinction of deferred contact methods like email and ticketing systems in favour of phone and live chat queuing, designed to simply reduce volume and costs at the expense of service. Those who are prepared for a frustrating wait get service, maybe, but internal staff time, stress and downtime cost too.
Customers want humans! Someone they can speak and relate to, someone to take accountability and react, ideally on a personal trustworthy level who knows their backstory. As a business service if we're going to contribute heavily towards running someone's business operations, this is essential. We decided to only focus on local because we want to be: customer focused, small (small is nimble!), onsite when required, and to be like additional employees working towards shared objectives. We get space to be flexible, explore and be innovative within that space too. That's our USP, and our business is organisation, efficiency and compliance. It's never a sell and run and it's important to me that it never is. 😀
