Who’s the Face of Your Company? (Hint: It’s Not Who You Think)

 

When I ask business owners, “Who’s the face of your company?”, the answers are almost always the same
“Our sales team.”
“Our receptionists.”
“Our customer service reps.”

And yes, these people are obviously the first point of contact in many cases. They’re trained, polished, and ready to represent the brand. But here’s the thing: they are not the only face of your company.

If you think the only people representing your business are the ones sitting at the front desk or on the phones, you’re missing something huge.

The Overlooked Brand Ambassadors

Businesses often invest heavily in customer service training for people in roles such as:

• Sales teams

• Receptionists

• Customer Service Representatives

• Call Centre Agents

• Help Desk Technicians

• Client Services Managers

• Customer Success Managers

• Contact Centre Supervisors

… and that’s great. These people need the skills.

But here’s the blind spot: what about your technicians, tradespeople, delivery drivers, installers, and on-site service teams?

These are the people who show up in front of your customers more than anyone else in your organisation. They’re in the customer’s space, they’re talking directly to them, and they’re building (or breaking) trust in real time.

Why It Matters

It doesn’t matter how slick your branding is or how many five-star Google reviews you’ve got if a customer’s experience with your technician is poor, that’s the story they’ll tell others.

Your tech might be brilliant at their craft of fixing machinery, installing systems, or delivering products but if they’re dismissive, abrupt, or just seem uninterested, it reflects directly on your business.

I’ve seen companies with amazing marketing lose clients simply because the person doing the actual work didn’t have the same customer service skills as the office staff.

Customer Service Is a Company-Wide Skill

Customer service isn’t a department. It’s a mindset.

Every person in your business who interacts with a customer whether it’s face-to-face, over the phone, or via email is part of the customer experience.

And the reality is, your customers don’t make a mental distinction between “the office team” and “the trades team.”
They just see your company.

If one person drops the ball, the whole business looks bad.

Practical Tips for Getting This Right

1. Train everyone, not just the front line.
   Invest in customer service training for technicians, tradespeople, and delivery teams anyone who meets your customers.

2. Teach soft skills alongside technical skills.
   Things like tone of voice, active listening, empathy, and problem-solving go a long way in building trust.

3. Make it part of onboarding.
   Don’t just run one-off workshops, build customer service training into your culture from day one.

4. Model the behaviour at leadership level.
   If you want a customer-first culture, your management team needs to live it too.

The Real “Face” of Your Company

Your brand isn’t just your logo, your website, or your social media feed.
It’s every single interaction a customer has with your business.

That means your field teams, installers, and technicians are just as much the face of your company as your top salesperson or your friendly receptionist.

If they’re professional, helpful, and easy to deal with, customers will remember the experience for all the right reasons. If not… well, they’ll remember that too.

The Bottom Line

Customer service training is not an optional extra for “non-customer-facing” staff it’s essential for everyone.

Your customers are forming an opinion of your business every single time they meet someone from your team. Let’s make sure that impression is consistently great, no matter who they’re dealing with.

Empowering Growth, Securing Success - that’s what we do.

If you want to build a business where everyone represents your brand at the highest level, visit our website via the link in our bio.

What Makes a Successful Business? People!

 

When people talk about building a successful business, the first things they often mention are strategy, capital, market conditions, or innovation. While all of these are important, the real engine behind sustainable growth is people.

People are what drive a business to success.

Whether you're running a startup or leading a large-scale operation, the strength of your team will make or break your long-term outcomes. It’s not just about hiring people it’s about hiring the right people. Skill sets matter. Attitude matters more. And aligning both with your company’s purpose and values is where the magic happens.

A business isn't just a collection of products, services, and systems it's a living, breathing organisation powered by human knowledge, behaviour, and relationships. When you bring together a team with complementary skills, shared values, and diverse experiences, you're building a workforce that can adapt, innovate, and solve problems.

But it doesn’t stop at hiring.

A successful team must be utilised based on their strengths. Too often, businesses overlook their own internal capabilities. Staff are siloed, talent is underutilised, and valuable knowledge sits untapped. Leaders need to empower their people, not micromanage them. Create space for their ideas. Let their experience shape the path forward.

Success doesn't happen overnight. It’s developed over time as people grow into their roles, learn from challenges, and gain momentum together. Culture plays a huge part in this. When people feel valued, heard, and supported, they do better work. They stay longer. They go the extra mile. That’s where performance and loyalty intersect.

So, what’s the real formula for business success?

✅ Hire the right people.
✅ Build trust and alignment.
✅ Let them lead in their areas of strength.
✅ Support their growth, and yours will follow.

We see this not only in business but also in sport.

Think about the NBA this year, teams packed with superstars didn’t always go the distance. Why? Because a group of individuals doesn’t automatically equal a team. The Oklahoma City Thunder, on the other hand, built a core from the ground up, focusing on development, trust, and cohesion. Their progress wasn’t instant but with time and investment in each other, they rose to become champions.

The same happens in business.

A flashy hire or an impressive CV doesn’t guarantee alignment. It’s the shared experience, the journey, and the growth together that forms a high-performing unit. A great team is forged, not bought. It’s about resilience, accountability, and having each other’s backs when things get tough.

Businesses that succeed long-term understand that people aren’t just resources they’re the heartbeat of the organisation.

This is the kind of people-first thinking we live and breathe at Josty. Whether you’re looking at leadership structure, talent strategy, or team engagement, we help businesses align people with purpose.

Want to know how your team can be your greatest asset?
Visit our website via the link in bio or head directly to https://www.josty.nz to explore how we can help.

Let’s put people at the centre of your success story.

How do you finish the week with your team?

 

For many workplaces, the Friday after-work drinks are a distant memory. With hybrid teams, remote setups, and shifting priorities, those informal wind-downs have faded but that doesn’t mean we should lose the opportunity to end the week well.

When I was a Sales Manager, I made sure we finished the week together online, every Friday afternoon.

It was our weekly roundup.

Everyone had to share:

• The worst or funniest thing that happened that week

• Their personal highlight

• And what they were planning for the weekend

The purpose?

✅ To stop the team carrying frustrations into the weekend

✅ To celebrate wins, big and small

✅ And most importantly, to shift our mindset from work to life

It didn’t take long, but it made a huge difference.

• It built trust.
• It lightened the mood.
• And it reminded us that behind every role, there’s a person with a life outside of work.

We laughed. We vented. We connected. And we left the call lighter more human.

We often underestimate the power of small rituals in business. A 15-minute catch-up might not seem like much on paper but in practice, it helps your team disconnect from work with purpose, rather than dragging the week’s stress into the weekend.

These weekly roundups often revealed things I wouldn’t have known otherwise. A team member who had a tough week with a client. Someone dealing with something challenging at home. Or a surprising win that hadn’t made it into the CRM yet. By creating space for both honesty and humour, we became more than just colleagues we became a team that had each other’s backs.

And here's the thing: you don’t need a title like Sales Manager to introduce something like this. Anyone can take the lead. Anyone can decide to create connection. Whether you're running a business or contributing to one, fostering a rhythm of reflection and recognition helps everyone feel more grounded and more motivated.

In today’s work environment, where messaging never sleeps and emails roll in on Sundays, it’s easy to feel like there’s no real off switch. But if we don’t create clear transitions between work and personal time, burnout creeps in and culture starts to fray.

Ending the week with intention is a small investment with a big return.

It doesn’t have to be drinks, or even a formal Zoom. It could be a group chat voice note, a quick check-in thread, or a shared GIF of the week. It’s about building habits that remind us we’re more than our KPIs and deadlines.

So, how do you wrap up the week with your team?
What little traditions help your people feel seen, heard, and ready to recharge?

👇 I’d love to hear your ideas. Let’s learn from each other. Leave a comment below or head over to our contact us page for other ways to connect. 

What’s Driving You and Your Team?

 

In every business I’ve worked with across industries, sizes, and stages there’s a common thread that determines whether a company performs at its peak or just ticks along: what drives the people inside it.

Is your team just clocking in and out each day, collecting their paycheque, doing what’s expected and nothing more?
Or are they driven by something bigger growth, purpose, challenge, pride in the work, or a shared vision for success?

The difference between these two is massive. I’ve seen teams where salary isn’t even in the top three motivators. These are the companies that consistently exceed targets, foster strong internal culture, and attract top talent without throwing money around. In those environments, pay increases come as a result of success not as the only reason to show up.

But on the flip side, I’ve also seen teams, sometimes including senior leadership, where money is the primary or sole motivator. And in those cases, you’ll usually find something else:

• Siloed departments

• Low collaboration

• Mediocre output

• High turnover

• Blame culture

• Resistance to change

When pay is the main driver, people tend to do the minimum required. Their focus narrows. Team spirit disappears. Innovation stalls. That’s because there’s no shared goal just personal gain. And when personal gain becomes the only thing people care about, businesses lose their edge.

So, ask yourself honestly:
What’s driving your team?
What’s driving you?
Are you cultivating a culture of curiosity, shared achievement, pride, and purpose? Or are people just counting the hours till payday?

True performance comes when people care when they feel connected to something larger than themselves. That might be:

• Building a product or service that genuinely helps people

• Achieving growth that opens up new opportunities for the team

• Seeing customer success as their own success

• Learning and improving every week

• Being part of a team where everyone has each other’s back

These are intrinsic motivators that create resilience, loyalty, and passion. They build organisations where people stay longer, contribute more, and help drive transformation from the inside out.

As a business owner or manager, one of your most important jobs is to build and protect that kind of culture. To ensure people know where the business is heading, how their role contributes to it, and why it all matters. That starts with leadership being driven by the right things too.

Because if you’re only in it for the money, you’ll never get the best from your team. And if your team is only in it for the money, your business won’t perform at its potential.

There’s always a bigger purpose if you’re willing to define it and back it up with the right behaviours, recognition, and strategy.

If you’re unsure whether your business has that purpose baked in, or how to identify the right drivers for long-term performance, culture, and growth, we can help.

Head over to Josty.nz to explore how we support business owners and leadership teams to embed meaningful drivers, improve team alignment, and achieve sustainable success.