Is Good Customer Service Slowly Dying?

These days, it feels like the simple act of receiving good customer service is becoming rarer and rarer. For every positive experience that leaves us impressed, there are multiple poor experiences that frustrate us, waste our time, and erode our trust.

What concerns me isn’t that businesses sometimes get things wrong as mistakes are inevitable. It’s how they handle those mistakes that seems to be slipping. Instead of receiving genuine apologies or meaningful solutions, we are often met with defensiveness, excuses, or, worse still, complete indifference. Even when a response does come, it’s frequently scripted, insincere, and designed to close the complaint quickly rather than resolve the underlying issue.

This shift raises an uncomfortable question: is good customer service slowly dying?

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The Hard Truth About Bad Service

Here’s the reality: bad customer experience equals lost customers.

Yet, too many businesses act as if customer loyalty is unconditional, as though we’ll tolerate delays, poor communication, and empty apologies because it’s too hard to switch. That might be true for a little while, but customers today have more choices than ever. Competitors are only a click away. And with online reviews and social media amplifying every experience, the cost of poor service is far greater than just losing one customer. It can create a ripple effect that damages a brand’s reputation for years.

Businesses that fail to acknowledge this are playing a dangerous game. Customer service is no longer a nice-to-have. In many industries, it is the only sustainable differentiator. Products can be copied. Pricing strategies can be matched. Technology can be replicated. But the experience customers have with your people that’s much harder to duplicate.

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Where Leadership and Culture Fit In

When I think about why customer service is deteriorating, the finger often points at leadership and culture. If leaders don’t genuinely believe that customers matter, the message quickly trickles down. When leadership is focused only on short-term cost cutting, service becomes the first corner to cut.

Culture plays an equally powerful role. If staff feel unsupported, undervalued, or constantly pressured to move on to the next task, it’s unrealistic to expect them to deliver warm, attentive service. On the other hand, when culture is built on ownership, pride, and a genuine desire to help, employees are empowered to go beyond the script and truly serve the customer.

The organisations that stand out are those where leaders don’t just say customers come first, they live it. They set the tone by listening to complaints instead of brushing them aside. They reward behaviours that build trust, not just those that hit targets. And they treat service as part of the brand promise, not just the cost of doing business.

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The Illusion of Efficiency

Another factor is the rise of automation and outsourcing. While technology has the potential to make service more seamless, it too often strips away the human element. Chatbots that can’t resolve an issue, endless phone menus, or offshore call centres with no authority to make decisions are examples of efficiency on paper that result in frustration in reality.

The drive to save costs in the short term has blinded many organisations to the long-term damage these models cause. Efficiency should never come at the expense of effectiveness. Customers don’t remember how quickly you answered the call if you didn’t actually solve their problem. They remember whether you cared enough to fix it.

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The Questions Leaders Must Ask

If customer service really is dying, then leaders need to look in the mirror and ask some uncomfortable questions:

• Are we setting the right tone in our organisations for how customers should be treated?

• Do we see complaints as an inconvenience, or as an opportunity to earn back trust?

• Are we listening to the experiences of our frontline teams, who often know the customer’s pain points better than anyone else?

• And most importantly, do we understand that every single negative interaction carries consequences far beyond that one transaction?

Because here’s the truth: you can spend millions on marketing, branding, and advertising. But one bad service experience can undo it all.

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Why Businesses Can’t Afford to Ignore This

Customer service isn’t just about solving problems; it’s about creating trust. Every time a business dismisses a complaint, makes excuses, or offers a hollow apology, it erodes that trust. And once trust is gone, loyalty follows.

The companies that will thrive in the future are not necessarily those with the best products or the cheapest prices but those who treat customers with respect, empathy, and consistency. They will be the ones who see complaints not as a cost but as an opportunity to learn and improve. They will be the ones who invest in their people, because empowered and valued employees create empowered and valued customers.

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Final Thought

Good customer service may be dying, but it doesn’t have to. It is within every leader’s power to breathe life back into it. That starts with culture, accountability, and the courage to treat customers not as transactions but as people.

But if businesses continue to ignore the warning signs, if they continue to believe that customers will tolerate poor experiences without consequence, then customer service won’t just die quietly. It will take those businesses down with it.

Good customer service isn't a luxury it's your most powerful competitive advantage.

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If your business is ready to transform its customer experience and build a culture of trust and excellence, Josty can help.

We work with leaders to design and implement strategies that turn your customer service from a cost center into a growth engine.

Find out how Josty can help you earn lasting customer loyalty at josty.nz.

Why a Custom App Is Now a Business Necessity for SMEs

 

The idea of building a custom app was once a luxury reserved for large corporations. For years, small and medium-sized enterprises (SMEs) relied on off-the-shelf software because it was quick and seemingly affordable. However, the business landscape has shifted. In a digital-first world, a custom app is no longer a luxury, it's a business necessity.

SMEs face unique challenges that one-size-fits-all software often can’t solve, leading to inefficiencies, duplicated work, and poor customer experiences. In contrast, custom solutions are designed to tackle your specific pain points, creating tools that are scalable, secure, and aligned with your long-term strategy. For instance, a café can use a bespoke ordering app to simplify customer engagement and reduce wait times, while a manufacturer can use a tailored data collection platform to reduce bottlenecks. These custom applications don't just solve problems; they drive both efficiency and revenue.

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The Shift from Off-the-Shelf to Custom Apps

Off-the-shelf software, despite its initial low cost, often creates more problems as a business grows. These tools force you to adapt to their rigid frameworks, can be difficult to integrate with existing systems, and often come with hidden costs from licensing and workarounds. Ultimately, relying on generic software can put you at a competitive disadvantage. A custom app eliminates these constraints by being built specifically for your workflows, ensuring long-term adaptability.

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A Custom App Delivers Tangible Benefits

A custom app is a strategic investment with significant long-term ROI. While the initial cost may seem high, a cost-versus-ROI analysis tells a different story. Reduced inefficiencies lower labor costs, improved customer experience increases retention, and automated processes cut down on errors. Over time, the total cost of ownership of a bespoke solution is often lower than continually patching off-the-shelf systems.

Beyond cost, a custom app provides a decisive competitive advantage. It enables you to deliver tailored offerings and seamless user experiences that generic software can't. In a market that expects personalization, this ability to pivot quickly is critical for growth.

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Key Advantages of Custom Development

Operational Efficiency: Custom applications eliminate unnecessary steps and automate routine tasks, ensuring smooth data flow across departments.

Data Collection & Business Intelligence: A custom data collection platform provides real-time insights, allowing you to make informed decisions, forecast trends, and identify new opportunities.

Security & Compliance: Custom apps, built with your specific compliance requirements in mind, offer better data security than off-the-shelf software with broad vulnerabilities.

Scalability for Growth: Unlike generic software that can hit performance ceilings, a bespoke solution grows with your business, whether you're expanding into new regions or adding new product lines.

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Busting Common Misconceptions

“They’re Too Expensive”: The initial outlay is an investment that provides long-term ROI by reducing inefficiency and increasing customer loyalty.

“They Take Too Long to Build”: Agile development practices make custom software development faster than ever, with working versions often delivered in a matter of weeks.

“Only Enterprises Need Them”: Today’s SMEs face the same digital pressures as large corporations. Custom apps are no longer optional they are the tools that level the playing field.

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How Josty Helps SMEs

At Josty, we work as a consulting partner, not just a development agency. We guide SMEs through the entire process, from discovery workshops to agile development and ongoing support. We help you navigate the choice between off-the-shelf and custom solutions, ensuring you make an informed, future-proof decision.

Ultimately, a custom app is about building the future of your business. If your SME is facing bottlenecks or struggling to differentiate, now is the time to consider a custom app.

What Are the 5 Qualities of a Good Leader?

 

Why Leadership Matters More Than Ever

In today’s fast-moving, high-stakes business world, strong leadership is essential, especially in New Zealand's dynamic and competitive landscape. Whether you’re running a startup or leading a national operation, leadership development isn’t a luxury, it’s a business necessity.

At Josty, we support businesses not only in improving systems and performance, but also in building leaders who inspire action, drive results, and grow teams.

So what makes a truly great leader? These are the five most critical leadership qualities we’ve seen across top-performing businesses.

1. Clarity of Vision

Great leaders know exactly where they want to take the business and communicate it clearly and consistently.

Why It Matters: Teams thrive when they know the mission. Without a clear direction, people work hard but not necessarily in sync.

Josty Insight: Every time a business defines and aligns their leadership vision, team productivity and engagement skyrocket.

2. Emotional Intelligence (EQ)

Strong leadership requires strong self-awareness and empathy. Emotional intelligence includes:

• Reading people and situations
• Active listening
• Managing conflict
• Responding with emotional control

Why It Matters: Your team won’t follow someone who doesn’t “get” them. People follow people not just positions.

Josty Insight: Team audits find communication breakdowns often trace back to leaders with low EQ. Fix that, and trust improves immediately.

3. Accountability

Good leaders don’t pass the buck. They take responsibility and set the tone for accountability at every level of the business.

Why It Matters: A culture of accountability reduces fear, boosts confidence, and fosters innovation.

Josty Insight: We help transform teams simply by coaching leadership to step up and own outcomes. The result? Less blame, more progress.

4. Adaptability

Effective leadership means being able to adjust course quickly. Whether it’s a market shift, staffing change, or supply chain issue - great leaders are ready to pivot.

Why It Matters: The best business strategies are nothing without leaders who can adapt when reality changes.

Josty Insight: The companies that thrive after setbacks all have one thing in common - adaptable, forward-thinking leadership.

5. Ability to Empower Others

Micromanaging kills growth. Great leaders trust, delegate, and uplift others. They invest in their team and create space for people to grow.

Why It Matters: Empowered teams take ownership, solve problems, and stay committed.

Josty Insight: A simple mindset shift from "doer" to "developer" turns stuck managers into inspiring leaders who multiply results through others.

Final Thoughts: Leadership is Learned - Not Just Appointed

Strong leadership isn’t about a job title, it’s about impact.

At Josty, we help businesses build better leaders through practical coaching, development, and planning.

Ask yourself:
✅ Do I clearly communicate direction and purpose?
✅ Do I connect with my team emotionally not just functionally?
✅ Am I creating a culture of ownership, growth, and adaptability?

If the answer is “not yet” that’s okay. Leadership is a journey, and we’re here to help you grow.

➡️ Need support with leadership development or business planning?
Let’s talk — because your business deserves a leadership team that delivers.

Are You Project-Ready? 5 Questions to Ask Before You Hire a Consultant

Hiring a consultant can be a game-changer for your business, providing the expertise, focus, and fresh perspective needed to tackle a critical project. Whether you're launching a new product, upgrading IT systems, or entering new markets, the right partner can accelerate your success.

However, a common pitfall we've seen at Josty is businesses engaging consultants before they're truly project ready. This lack of preparation can lead to stalled projects, wasted money, and frustrated teams. Being project-ready means more than just having an idea; it means your business has clarified objectives, aligned stakeholders, allocated resources, and created a solid foundation for collaboration. Without this essential groundwork, even the best consultant will struggle to deliver the outcomes you expect.

At Josty, we believe in setting businesses up for sustainable success. That's why we've developed a simple checklist of five critical questions to help you assess your readiness. By asking these questions before you hire, you'll protect your investment, avoid wasted time, and maximize the value of your consultant engagement.

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The 5 Questions to Ask Before You Hire a Consultant

1. Do You Have Clarity on Your Project Objectives?

A consultant can't help you reach your destination if you don't know where you're going. The first step to project readiness is having clear, measurable objectives. Vague statements like "we need to improve operations" are not objectives, they are ambitions.

Why clarity matters:

• Consultants need a clear anchor for their recommendations.

• Ambiguity leads to scope creep, budget overruns, and conflicting expectations.

• Clear objectives allow you to measure success and hold everyone accountable.

Checklist for clarity:

• What specific problem are we solving?

• What outcome would define success?

• Are the objectives SMART (Specific, Measurable, Achievable, Relevant, Time-bound)?

Example: Instead of "upgrade IT systems," a clear objective is: “Implement a new ERP system within 12 months to improve inventory accuracy by 30% and reduce order fulfillment time by 20%.”

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2. Can Your Current Team Balance Operations and the Project?

This is one of the biggest reasons businesses fail with consultants: they expect staff to maintain daily operations while simultaneously leading a major project. Your team may be talented, but their bandwidth is finite.

We've seen this play out countless times. In one case, staff were asked to manage customer service and a system upgrade at the same time. The result? Customers were neglected, staff burned out, and the project was eventually abandoned.

Key considerations:

• Do we have the capacity to take on a project without sacrificing performance?

• Who will be responsible for project leadership?

• Will we need external support for backfilling daily roles?

• Are we willing to dedicate internal champions who can work alongside the consultant?

The framework: Think of a project like rowing a boat. If half your crew is also trying to bail water, the boat will move much slower or worse, it might sink. Consulting works best when clients allocate dedicated time and people to collaborate with external experts. Business readiness means honestly assessing your team's capacity to avoid the trap of asking a consultant to carry the full weight of the project alone.

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3. Have You Defined Scope, Timelines, and Resources Realistically?

Projects often collapse not because of poor consulting, but because of unrealistic planning. One of the first things we assess at Josty is whether a client has a grounded definition of their scope, timelines, and resources.

Common pitfalls:

• Expecting "too much, too fast" (e.g., launching into new markets in six weeks with no research).

• Underestimating the budget (e.g., expecting an enterprise-grade solution on a small-business budget).

• Overloading the scope (e.g., trying to roll out three new systems at once).

Business readiness questions:

• Is the scope clearly defined and agreed upon?

• Have we built in contingency for time and budget overruns?

• Are our expectations aligned with industry benchmarks and consultant recommendations?

• Do we have a resourcing plan for people, technology, and funding?

A consultant thrives in a structured environment. Without a defined scope, timelines, and resources, they spend their time firefighting instead of delivering value.

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4. Do You Have Internal Alignment and Stakeholder Buy-In?

Even the best project plan can fall apart if internal stakeholders aren't aligned. We've worked with businesses where one department is excited about change while another fiercely resists it. The consultant gets caught in the middle, and momentum is lost.

Signs of poor alignment:

• Conflicting messages from leadership.

• Teams treating the project as "management's idea" rather than a shared initiative.

• Stakeholders withholding cooperation until they see proof of benefit.

Business readiness checklist:

• Have all relevant departments been consulted in the early planning stages?

• Has leadership agreed on the importance of this project?

• Are communication channels in place to keep everyone informed?

Part of being project-ready is ensuring a united front. Consultants cannot replace leadership buy-in. If your leaders are divided, staff will mirror that uncertainty. Hold an internal readiness workshop to clarify roles, address concerns, and create a sense of shared ownership.

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5. Are You Prepared to Collaborate Effectively with a Consultant?

Finally, ask yourself: are you ready to treat your consultant as a partner rather than a vendor? Many businesses view consulting as a "handover" exercise: "Here's the problem, fix it." But sustainable outcomes only happen when the client collaborates actively.

Effective collaboration requires:

• Transparency: Sharing the full picture, not just selective information.

• Responsiveness: Making decisions promptly when consultants need input.

• Trust: Respecting the consultant's expertise while contributing your business knowledge.

• Accountability: Recognizing that project outcomes are shared, not outsourced.

The business readiness mindset is this: you don't hire a consultant to "do the project for you." You hire them to accelerate, guide, and strengthen your project journey. The consultant brings external expertise, but you bring the critical context, commitment, and execution capacity.

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Final Thoughts: The Reality of Project Readiness

Engaging a consultant can be a turning point for your business, but only if you're ready. The five questions in this guide reflect the real-world challenges we’ve seen businesses face at Josty: unclear objectives, over-stretched teams, unrealistic timelines, weak stakeholder buy-in, and poor collaboration.

By asking yourself these questions, you're not just protecting your investment, you're empowering growth and setting yourself up for success. Readiness doesn't mean perfection; it means clarity, alignment, and commitment.

The question isn’t just whether you need a consultant. The real question is: are you project-ready?

The Crushing Weight of Deception: How the Ministry of Health's "Customer Service" is Failing Patients and Frontline Staff

 

The term "customer service" often evokes images of polite interactions, efficient problem-solving, and a genuine desire to assist. However, my recent experience with the health system in Auckland, New Zealand, has exposed a far more insidious reality: a systemic failure of empathy, a blatant disregard for patient well-being, and a deeply concerning practice of institutionalized dishonesty that leaves both patients and frontline staff in an untenable position.

My ordeal began with a glimmer of hope, a letter received 17 weeks ago informing me that my first consultation with a consulting surgeon, ahead of a much-needed operation, would occur within eight weeks. For someone living with daily pain, this news was a beacon, a promise of relief on the horizon. It allowed me to mentally prepare, to adjust my expectations, and to believe that progress was being made towards addressing my health needs. This hope, however, was built on a foundation of deceit.

The shattering truth arrived during a recent phone call, a follow-up prompted by the now long-passed "eight-week" deadline. The stark confirmation was that the actual wait time would be a year at best, a devastating blow that sent waves of frustration and despair crashing over me. The additional months of enduring pain, of putting my life on hold, felt like an unbearable burden, amplified by the initial, false promise.

But the true depth of this institutional failing became chillingly clear during my conversation with the individual on the other end of the line. A seemingly routine inquiry about the discrepancy in timelines unearthed a disturbing practice. With a palpable weariness in her voice, the staff member at the District Health Board (DHB) confessed that the Ministry of Health has been deliberately instructing them to mislead patients in their correspondence since the COVID lockdowns. They are compelled to disseminate letters containing inaccurate timelines, essentially perpetuating a lie that offers fleeting hope before ultimately delivering a crushing disappointment.

The implications of this policy are far-reaching and deeply damaging. For patients like myself, already navigating the anxiety and uncertainty of health issues, this calculated dishonesty erodes trust in the very institutions meant to care for us. The initial hope ignited by the misleading letter is not just extinguished; it is replaced by a profound sense of betrayal and anger. Living with chronic pain is a constant battle, and the anticipation of treatment becomes a vital psychological anchor. To have that anchor yanked away by a deliberate falsehood is not merely inconvenient; it actively harms our mental and emotional well-being. It forces us to readjust our lives based on a false premise, delaying crucial personal and professional decisions, and prolonging the physical and emotional suffering.

Beyond the direct impact on patients, this culture of dishonesty casts a dark shadow over the dedicated frontline staff within the DHBs. These are the individuals who bear the brunt of the Ministry's deceptive practices. They are the ones who have to answer the phone calls from anguished, frustrated, and often angry patients who have been led to believe that help was imminent. They are forced to deliver the bad news, to explain the inexplicable delays, and to witness firsthand the emotional fallout of a system that prioritizes a misleading facade over honest communication.

The ethical burden placed upon these frontline workers is immense. They are compelled to participate in a system that actively deceives the very people they are meant to serve. This dissonance between their professional obligation to care and the institutional mandate to mislead must take a significant toll on their morale and job satisfaction. It breeds cynicism, erodes trust in their leadership, and ultimately puts them in a position where they are seen as the bearers of bad news, even though they are merely cogs in a dysfunctional machine.

The Ministry of Health's rationale for this policy, shrouded in the aftermath of the COVID lockdowns, remains opaque and unconvincing. While the pandemic undoubtedly placed immense strain on the healthcare system, resorting to systematic deception is not a sustainable or ethical solution. Transparency, even when delivering difficult news, fosters understanding and allows patients to make informed decisions about their care. Lies, on the other hand, breed resentment, distrust, and ultimately exacerbate the anxiety and frustration of those already in vulnerable circumstances.

The flow-on effects of this dishonesty are significant. Beyond the individual suffering, it damages the overall reputation of the healthcare system and erodes public confidence. When patients feel they cannot trust the information they receive from health authorities, it can lead to a breakdown in communication and a reluctance to engage with the system. This ultimately undermines the very purpose of a public health service, which is to provide reliable and trustworthy care to the population.

It is time for accountability. The Ministry of Health must acknowledge the detrimental impact of this policy of misleading patients. They owe it to the patients who have been given false hope and to the frontline staff who have been placed in an impossible position. A fundamental shift towards transparency and honest communication is urgently needed. While addressing the systemic issues within the healthcare system that lead to these long waiting times is crucial, it must be coupled with a commitment to treating patients with the respect and honesty they deserve.

As someone directly impacted by this egregious failure of "customer service," I implore those in positions of power, including Simeon Brown, to take note of this unacceptable situation. I am willing to discuss this further, to share my experience in the hope that it can contribute to meaningful change. However, words are no longer enough. The Ministry of Health must move beyond platitudes and demonstrate a genuine commitment to honesty, transparency, and the well-being of both patients and the dedicated frontline staff who are struggling under the weight of institutional deception. The people of Auckland, and the wider New Zealand community deserve better.

Structured vs Ad-hoc IT Systems: A Foundation for Business Growth

 
Many small and medium-sized enterprises (SMEs) and startups begin their journey with a focus on core business activities: building products, finding customers, and managing cash flow. Technology is often an afterthought, resulting in an ad-hoc IT system with a patchwork of quick fixes and cheap tools that serve immediate needs. This approach may work at first, but as a business grows, it creates significant inefficiencies, security risks, and a major barrier to scalability.

A structured IT system, by contrast, is a deliberate, strategic investment. It is an IT architecture designed from day one to align with your business planning, support your processes, and scale with your growth. While it may seem like a luxury for a new business, a structured system is the most cost-effective and resilient approach in the long run.

The reality is that unstructured IT costs far more than you think. From my own experience as an ICT manager, I’ve seen how much time, money, and effort is needed to untangle ad-hoc IT chaos. The difference a structured system makes is transformative it boosts productivity, reduces risk, and ensures a business can scale with confidence. This blog post explores the hidden costs of ad-hoc IT and the clear benefits of a structured approach.

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The Allure of Ad-hoc IT and Its Hidden Risks

Why do so many businesses fall into the ad-hoc trap? The reasons are simple: limited budgets and the pressure to move fast. In the early stages, free or cheap tools seem like a smart way to save money. The “we’ll fix it later” mindset is common, but “later” often comes when the business is already under pressure, and the cost of fixing a messy system is far greater than the initial savings.

Without dedicated IT expertise, business owners often choose tools based on convenience rather than strategic alignment. This leads to data security vulnerabilities, as systems lack proper backups and security protocols, leaving sensitive information exposed. It also creates integration failures, where different tools don't communicate, forcing staff to do duplicate, manual work. Over time, these inefficiencies erode productivity and lead to staff frustration. The costs become unpredictable, as businesses constantly spend money on emergency fixes instead of planned, strategic investments.

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Key Benefits of Structured IT

A structured IT system is more than just hardware and software; it's a foundation for success.

• Scalability: A structured system allows you to add users, locations, or new services seamlessly. For a growing retailer, this means expanding to a new store without rebuilding the entire IT infrastructure.

• Cost Efficiency: With a clear IT roadmap, you can make planned, predictable investments. This eliminates the expensive firefighting and reactive spending that plague ad-hoc systems.

• Security: By embedding security and compliance from the start, a structured system protects your data and builds trust with customers and partners. It turns security into a business enabler, not a reactive roadblock.

• Productivity: Structured IT eliminates redundant tasks and integrates systems, allowing your team to focus on their core roles rather than troubleshooting technology. This directly translates to higher output and employee satisfaction.

• Future Readiness: Technology evolves fast. A structured system is flexible enough to adopt new tools like AI and automation without major disruption, keeping your business competitive in the long term.

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Moving from Ad-hoc to Structured

The first step in transitioning from an ad-hoc to a structured IT system is to recognize the signs that your current approach is holding you back. These include staff constantly struggling with tech, data being scattered across different devices, and rising IT costs with no clear return on investment.

Once you’ve identified the problem, you can follow a clear transition framework:

• Audit Your Current Systems: Take a complete inventory of every tool and license.

• Identify Pain Points: Find where your biggest inefficiencies, risks, and hidden costs are.

• Design a Structured Roadmap: Create a strategic plan that aligns technology with your business goals.

• Plan the Rollout: Implement new systems in phases to minimize disruption.

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Partner with Josty for Structured Growth

At Josty, we understand that many business leaders feel overwhelmed by the complexity of IT. Our role is to simplify the process and bridge the gap between your business strategy and your technology.

We offer:

• Independent IT assessments to identify risks and opportunities.

• Recommendations for a structured IT architecture that aligns with your strategy.

• Guidance on technology planning and process management.

• Practical support to implement scalable infrastructure.

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Final Thoughts: From Chaos to Confidence

Every business leader should ask: Is your IT system structured or ad-hoc? The answer is a clear indicator of your business’s ability to grow, scale, and succeed.

Ad-hoc IT may offer short-term convenience, but it eventually leads to significant costs and limits your ability to scale. Structured IT, on the other hand, is a powerful growth enabler that builds a foundation for long-term success. The investment of time and resources into a structured system pays back in productivity, security, and the freedom to grow without fear of system failure.

It’s far better to plan structure from the start than to have to retrofit it later. If your IT feels fragmented or reactive, it’s time to take action. Contact Josty today to discuss how we can help you build the technology foundation your business needs to thrive.

The Two-Sided Coin of Respect: Earned in Drops, Lost in a Deluge

 

I've had the privilege of working with countless leaders and professionals at every level. If there’s one universal truth I’ve observed, it’s this: respect in the business world is incredibly difficult to earn, but astonishingly easy to lose.

We often think of respect as a given, a default setting that comes with a title or a position. But it's not. It's an intricate mosaic-built brick by painstaking brick. It’s the sum of a thousand small actions: keeping your promises, showing up with unwavering integrity, listening more than you speak, and treating the intern with the same courtesy you afford the CEO. It’s the quiet consistency of your character that people observe and trust over time. You earn it in drops, a timely follow-up, a shared credit, or a moment of empathy in a difficult conversation. Each drop is a deposit into a bank of trust that, over time, creates a powerful and resilient foundation.

And yet, that hard-won foundation can crumble in an instant, something I've seen happen far too often. One moment of arrogance. A single lie. A decision made without integrity. A public slight. A drop in quality. A missed deadline. A failed promise. It only takes one misstep to erode years of trust and respect. The drops of respect you've accumulated are no match for the flood of doubt that a single breach can unleash.

This dynamic plays out on both the internal and external stages of a business.

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Internal Respect: The Glue of High-Performing Teams

Within an organisation, respect isn't just a soft skill; it's the essential glue that holds high-performing teams together. It's the unspoken agreement that allows for healthy debate and constructive conflict without fear of personal attacks. When respect is present, colleagues feel safe to voice innovative ideas, challenge the status quo, and admit mistakes without fear of retribution. This psychological safety is the engine of creativity and problem-solving. A leader who respects their team's expertise empowers them to take ownership, innovate, and contribute their best work. When team members respect one another, collaboration becomes fluid and efficient, and collective goals take precedence over individual agendas.

Conversely, in a disrespectful environment, communication breaks down, silos form, and talent stagnates. Gossip and backbiting replace honest feedback, leading to a toxic culture where no one feels valued or motivated to do more than the bare minimum. A lack of internal respect is a direct line to employee turnover and a decline in quality, as no one feels personally invested in the collective outcome.

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External Respect: The Currency of Enduring Partnerships

Externally, respect is the currency of enduring partnerships and customer loyalty. How a company interacts with its clients, vendors, and the wider community is a direct reflection of its values. When a business consistently acts with integrity, communicates transparently, and honours its commitments, it earns the respect of the market. This respect translates into brand reputation, repeat business, and powerful word-of-mouth referrals. Customers are more likely to forgive minor setbacks when they know they are dealing with a company that respects their time and investment. Similarly, vendors are more willing to go the extra mile for a partner who treats them fairly and pays their invoices on time.

A business that shows disrespect to its customers perhaps through deceptive practices or poor service will quickly find its reputation tarnished. In today's interconnected world, a single negative experience can be amplified across social media, and that one lost drop of respect can become a tidal wave of public disapproval. The moment a company fails to deliver on a promise or lets quality slip, it’s not just a transaction that’s lost; it’s a piece of its reputation.

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So, How Do We Navigate This?

Respect is a daily, mindful practice. It is the foundation of every successful relationship, both in and out of the office.

1. Prioritise Integrity Over Expediency: Don't take shortcuts. The respect you gain from doing the right thing, even when it’s hard, is far more valuable than any short-term gain.

2. Be a Consistent Role Model: Your actions speak louder than your words. People are always watching how you handle success, failure, and everything in between.

3. Own Your Mistakes: When you fall short, admit it. A genuine apology and a clear commitment to do better can sometimes salvage a situation and even deepen respect.

4. Embrace Humility: The most respected leaders I know are often the most humble. They know they don't have all the answers and value the contributions of others, creating an environment where everyone feels respected and heard.

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Final Thoughts

Ultimately, the journey of building respect is a marathon, not a sprint. It’s an ongoing commitment to upholding your values in every interaction, from the smallest email to the most critical negotiation. The most successful professionals understand that respect is a fragile asset that must be protected at all costs. It’s the ultimate measure of your professional character and the true bedrock of your long-term success. What drops are you adding to your foundation today? 

Ready to dive deeper into business strategy? Explore more insights on our website at Josty.NZ.

When the Lights Go Out: Is Your Business Ready for an Outage?

A couple of weeks ago, I had a power outage at home. It wasn’t the usual culprit, not a storm, not a car accident involving a power pole, and not a tree falling on the lines. Instead, it came down to something far more ordinary: the age of the fuses in the roadside box feeding electricity to our house.

The failure happened late at night, which was a blessing. Only a few appliances were running, and the timing meant no disruption to work or family commitments. Within 90 minutes, a linesman arrived, replaced the failed fuses, and restored the power. It was an inconvenience but not a disaster. Why? Because we were prepared.

We had backup power options, candles, and fully charged phones. The interruption was short-lived and manageable.

But that experience raised a bigger question in my mind: How would your business cope with a 90-minute outage?

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Why Preparation Matters

For a household, a short outage is a nuisance. For a business, even a brief interruption can mean serious consequences. A 90-minute power cut might not sound long, but consider what could happen in that timeframe:

• Lost sales: A café, bar, or restaurant could lose peak service revenue. Customers might walk out, and you may never see them again.

• Interrupted operations: Manufacturers or workshops could face stalled production, equipment resets, or even wasted raw materials.

• Customer dissatisfaction: If your business relies on online platforms, call centres, or deliveries, clients may experience delays or failed transactions damaging your reputation.

• Data risks: If systems shut down without warning, unsaved data or corrupted files could add hours (or days) of recovery work.

The reality is that every business is more dependent on power than it often realises not just for keeping the lights on, but for keeping operations smooth, customers happy, and teams productive.

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What Businesses Can Learn from a Small Outage

 My brief experience at home illustrates a critical point for business leaders: outages don’t always come with warnings, and they’re not always dramatic. Sometimes it’s the small, ageing piece of infrastructure, like a fuse, that can suddenly put everything on hold.

This is where business resilience planning comes in. It’s not about imagining once-in-a-lifetime disasters but about anticipating the everyday failures that are far more likely to occur.

Ask yourself:

• Does your business have backup power solutions such as UPS systems or generators?

• Are your staff trained to handle outages safely and efficiently?

• Do you have contingency plans for customer service when systems go offline?

• How quickly can your business bounce back from even a 30–90 minute interruption?

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Turning Risk into Strategy

At Josty, we work with businesses to uncover the vulnerabilities that could quietly erode performance or profits. A 90-minute power cut might be rare, but the ability to withstand and adapt to disruptions is what separates resilient businesses from fragile ones.

Resilience is not just about technology; it’s about culture and strategy. Do your people know what to do? Do your processes allow for quick pivots? Do your systems have redundancies built in?

The outage at my home was a reminder that resilience isn’t about avoiding every problem it’s about being prepared enough that when problems come, they don’t knock you off course.

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Final Thoughts

A power outage at home may only cost you a couple of candles and a late-night wait for the linesman. But in business, the same event could mean lost sales, unhappy customers, wasted stock, or shaken confidence in your reliability.

So, here’s the challenge: if your business faced a 90-minute outage tomorrow, would you be ready?

At Josty, we believe that resilience planning is not optional, it’s a performance driver. Preparing for the unexpected allows businesses to protect their bottom line, strengthen their reputation, and deliver consistent value to customers.

The question isn’t whether outages or disruptions will happen, they will. The real question is whether your business is prepared to handle them without missing a beat.

Business Culture as a Performance Driver

 A thriving business culture isn't a happy accident; it’s a powerful engine for performance and organisational success. For any business in New Zealand, the workplace environment is not just a place to work; it is the very force that drives productivity, innovation, and profitability. The genuine culture of a company, the shared values, beliefs, and behaviours, is the invisible hand that can either propel a business forward or hold it back.

As a business consultant, I've seen countless examples where a disconnect between a company’s intended culture and its lived reality has led to significant pain points. A classic case is when owners and management believe they have a collaborative, team-oriented culture, while the staff feel micromanaged and undervalued. This strategic mismatch creates friction, erodes trust, and hampers productivity. At Josty, our philosophy is that a business's culture should be a natural extension of its people and goals, unique to its specific context. We don't believe in a one-size-fits-all approach because every team and every business is different.

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The DNA of a High-Performing Culture

A business's culture is its operating system. When this system is healthy, it can drive extraordinary results. We've seen two distinct yet successful cultural archetypes: the family/team culture and the corporate/revenue culture. Each, when nurtured correctly, can be a powerful performance driver.

The family/team culture thrives on a sense of belonging and mutual support. In this environment, people are more than just employees; they are colleagues who genuinely care for each other's success. This fosters a deep-seated loyalty where people willingly do the "bit extra" because they are working for a common purpose. This sense of collaboration and collective responsibility can lead to remarkable productivity. Employee engagement is naturally high because individuals feel valued, respected, and heard. The result is a highly motivated workforce where talent retention becomes a natural by-product.

Conversely, the corporate/revenue-based culture is often characterised by a focus on individual achievement and tangible rewards. In this setting, people are driven by clearly defined goals, performance metrics, and the pursuit of career progression and higher earnings. This can be a highly effective model, particularly in fast-paced, competitive industries. It fuels a culture of ambition, but leadership must balance individual aspirations with the need for communication and teamwork, ensuring the pursuit of revenue doesn't come at the expense of employee well-being or ethical conduct.

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Leadership as the Catalyst for Change

The most common and most damaging pain point we encounter is a fundamental disconnect between the cultural aspirations of management and the lived reality of the staff. This is where Josty's strategic thinking and leadership development expertise come into play. We believe that leadership is the primary driver of culture. Leaders set the tone, model the behaviour, and define the values.

Therefore, any cultural transformation must begin at the top. This is not about forcing a new set of rules; it’s about guiding leaders to understand and strategically influence their own behaviour. We work with business owners and leadership teams to honestly assess their existing culture and define the desired state that aligns with their business goals. Through our leadership development programmes, we coach leaders to embody the new culture, helping them with change management by ensuring consistency from the top. A cultural shift can fundamentally change the whole business from morale to staff engagement, from profit to customers.

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The Enduring Impact of a High-Performing Culture

A business’s culture is its most valuable, and often most underutilised, asset. It is the intangible force that dictates everything from employee engagement to overall organisational success. The journey to a high-performing culture is not a quick fix; it is a continuous, guided process that requires genuine strategic thinking and a commitment to change management.

At Josty, our role is to act as your trusted business consultant, helping you navigate this journey. We’ve seen firsthand how addressing the disconnect between leadership and staff views on culture can revitalise a business, boosting morale, improving profits, and creating a workplace environment where everyone is aligned and motivated. It’s the most crucial investment you can make in your business's future, ensuring sustained business growth and a legacy of organisational success.