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.

Why Businesses Evolve: Adapting for Long-Term Success

Businesses rarely succeed by standing still. Evolving your business model in response to market trends, shifting customer needs, and competitive pressures is essential for sustainable growth and long-term success. This post explores why businesses evolve, provides real-world examples, and offers practical strategies to future-proof your own enterprise.

In business, change is not just inevitable it’s essential. The most successful companies are those that embrace evolution, anticipate market trends, and adapt quickly to new realities. Consider some of the biggest names in the world today. Amazon began as an online bookstore; Netflix mailed DVDs before becoming a streaming giant; Nokia was once a paper mill before dominating mobile phones. The question every business owner and leadership team should be asking is: Is your current business model the same as when you started? If it is, there’s a strong chance you’re missing opportunities or worse, falling behind.

At Josty, we work with businesses to empower growth and secure success by helping them recognise when and how to adapt. Sometimes evolution is about innovating products; other times, it’s about adjusting pricing models, diversifying revenue streams, or shifting operational focus. The bottom line? Adapting to change is no longer optional it’s a survival skill.

Why Businesses Evolve

Businesses evolve for many reasons, but they typically fall into a few major categories:

• Responding to Market Trends: Market conditions shift constantly. Businesses that pay attention to trends can position themselves ahead of the curve. A 2023 PwC survey found that 75% of global CEOs were actively adapting their business models to keep pace with changes.

• Customer Needs Drive Change: Your customers will tell you what they want. A small microbrewery I worked with, for example, noticed customers wanted a place to linger. They pivoted to add a restaurant section, which eventually became their primary revenue stream, demonstrating a powerful response to customer demand.

• External Pressures: Legislation, economic conditions, supply chain disruptions, and competitive pressures can force a business to change. A manufacturing facility I worked with had to adapt its entire workflow when supplier reliability dropped, pivoting to local sourcing to survive and thrive.

Examples of Business Evolution Across Industries

Evolution is not industry specific. Tech giants like Netflix and Apple continuously pivot, but so do other sectors. Fast-Moving Consumer Goods (FMCG) brands like Coca-Cola have expanded into healthier products to meet consumer demand. Even smaller businesses adapt I know of a restaurant that began bottling and selling its house-made sauces turning a feature of their meals into a significant new revenue stream.

How to Recognise It’s Time to Evolve

The Harvard Business Review notes that over 50% of Fortune 500 companies have merged, been acquired, or gone bankrupt since 2000, often because they failed to evolve. Key triggers for change include:

• Technological disruption (e.g., AI, automation)

• Shifting customer demographics and purchasing habits

• Declining sales or shrinking profit margins

• New competitors entering the market

• Rising operational costs or supply chain issues

Strategies for Evolving Your Business Model

The key is to anticipate change rather than just react to it.

• Embrace continuous market research.

• Test small before committing big.

• Invest in innovation.

• Diversify revenue streams.

• Engage with your customers regularly.

• Ensure any new direction is scalable.

Final Thoughts

The history of business is a story of evolution. From the corner store that expands into e-commerce to the multinational that pivots its entire product range, growth comes from recognising when to adapt. If there’s one lesson that stands out, it’s this: staying the same can be more dangerous than changing. The businesses that thrive in the long term are those that treat adapting as a core competency.

At Josty, we’ve help companies of all sizes implement strategic planning and innovation frameworks that not only respond to current market shifts but also future proof their business. The choice to evolve isn’t just about survival, it’s about seizing the opportunity for long-term success.

For insights on how to streamline your operations and build a more resilient business, visit our website via the link in our bio.

The Friday Afternoon Rhythm: Are You Rushing or Resting?

It’s Friday afternoon, and the office is buzzing with a unique kind of energy. But what does that rhythm look like for you and your team?

For some, it’s a mad dash to the finish line, frantically completing tasks and tying up loose ends before the week is over. Every email is urgent, every call a priority. The feeling of being behind is a common one as you race against the clock.

For others, the rhythm is entirely different. The pace slows down. It's a time for a late lunch, a casual debrief with the team, or a moment of reflection. The focus shifts from the urgent to the important planning for next week, setting strategic goals, or simply winding down and recharging.

Then there are those who have already checked out, mentally or physically. The laptop is closed, the notifications are silenced, and the weekend has officially begun.

For me, the Friday rhythm has a unique cadence. It involves heading to a local cafe for a couple of hours. Over a coffee and a burger, I shift gears. It's a focused period where I complete a few final tasks, review the week's wins and lessons, and map out the start of next week. It's not about escaping work; it's about creating a predictable and sustainable routine. This habit reflects a business that's not in a constant state of panic, but one where systems and planning create the space for both productivity and personal downtime.

The "mad dash" Friday isn't just about a stressful afternoon; it’s often a symptom of a deeper issue. It signals a business operating in a constant state of reaction, always fighting fires and never quite getting ahead. This kind of culture is a direct path to burnout, reduced morale, and poor decision-making. Your team learns that chaos is the norm, and they'll never feel truly secure or empowered. It's a cycle that prevents meaningful, long-term growth.

In contrast, the proactive close is an investment in your business and your people. Taking time to reflect on the week's performance, what worked and what didn't, allows you to apply those lessons immediately. Planning for the week ahead with a clear mind and a full stomach ensures you hit the ground running on Monday, avoiding that familiar start-of-week scramble. It's about building momentum, not just finishing a race.

As a leader, your Friday afternoon routine sets the tone for the entire team. By demonstrating a calm, focused, and organized approach, you give your team permission to do the same. You show them that success isn't about constant firefighting, but about thoughtful, deliberate action. This cultivates a culture of trust, confidence, and ultimately, sustainable success.

What does your Friday afternoon routine say about your business culture and your approach to leadership? Does it reflect a business that's always in crisis mode, or one that's planned, prepared, and ready for sustainable growth?

At Josty, we believe that a well-managed business allows for a relaxed and productive end to the week. It's about building processes and strategies that prevent the Friday panic and enable you to focus on what truly matters.

What does your Friday afternoon routine look like? Let us know in the comments!

For insights on how to streamline your operations and build a more resilient business, visit our website via the links 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.

Is your battery bank truly capable of providing the backup you need?

 It’s a simple question but one too many electrical professionals leave unanswered until it’s too late.

When did you last audit your DC battery system?

The battery bank is the last line of defence in any critical electrical system—whether it’s a substation, industrial control system, telecom site, hospital, or process plant. And yet, many are designed on assumptions rather than solid, real-world data. The result? Unreliable backup, accelerated degradation, and systems that may not hold up when you need them most.

Let’s ask some hard questions

• Was the battery sized correctly?
  Was a detailed load profile used, accounting for the actual connected loads and load drop-off logic? Or was it a best guess, recycled from a similar project?
  If your system wasn't built using real-time measured data or an accurate forecast of load demands, there’s a good chance it’s either undersized or overengineered in the wrong areas.

• Were the right design contingencies applied?
  You can’t just look at nominal capacity. Temperature corrections, expected aging over 10–15 years, float charging behaviour, and maximum expected ambient conditions must all be considered.
  Many failures occur not due to battery faults, but due to poor thermal planning or inadequate aging margin.

• Is the battery type fit for purpose?
  It’s not just about lead-acid vs. lithium. It’s about:

  • Maintenance access

  • Ventilation and gassing considerations

  • Frequency of cycling

  • Environment (indoor vs outdoor, hot vs cold, clean vs corrosive)

  • Expected lifespan and serviceability

Too often, battery decisions are based on budget constraints or rough sizing estimates. But the cheapest option upfront often becomes the most expensive mistake down the line especially when critical operations are disrupted due to battery failure or backup insufficiency.

The reality of DC system neglect

At Josty, we regularly conduct audits across a wide range of industries from utilities to infrastructure and industrial applications. One common pattern? The DC system is often overlooked once commissioned. It’s assumed to be “set and forget.” But that’s a dangerous assumption.

We’ve seen sites where:

• Battery banks were still operating years beyond their rated life

• Load profiles had changed dramatically since the original installation

• Autonomy requirements increased but weren’t reassessed

• Ventilation and room conditions had degraded over time

• There was no clear maintenance schedule or test data history

And when problems strike during an outage or load shed it’s always the battery that gets blamed. But the problem almost always starts earlier… in the design, selection, and maintenance of the system.

How Josty can help

We specialise in helping businesses audit and optimise their DC systems and battery backup. Our process includes:

• Reviewing the original design, spec, and as-built installation

• Verifying site conditions, environment, and current load behaviour

• Testing and inspecting the battery health and performance

• Identifying risks, gaps, and opportunities for lifecycle improvement

• Delivering clear, actionable recommendations for compliance and performance

You’ll receive a detailed report tailored to your site’s conditions and business needs whether that’s ensuring redundancy, extending service life, or planning for future load expansions.

Visit Backup Power Solutions for Business | Josty NZ to learn more about our engineering services and battery audits.

Ready to take the guesswork out of your critical backup systems?

👉 Book an audit of your battery bank and DC system today via Contact Josty | Business Consulting NZ or send us a message directly.

How Team Mental Health Drives Business Performance

Team mental health is no longer a soft issue; it's a critical component of business success, directly impacting productivity, retention, morale, and the customer experience. Businesses that proactively invest in consistent, inclusive employee well-being initiatives can prevent burnout, boost staff engagement, and minimise costly errors that damage reputation and profitability.

The Business Case for Mental Health

When employees feel supported, they are more motivated, engaged, and resilient. This leads to higher performance, better decision-making, and improved service delivery. Conversely, neglecting mental health issues can quietly drag down productivity and collaboration. Poor morale often leads to high turnover, increased errors, and slower decision-making, while a supportive culture fosters loyalty and improved performance.

Burnout, in particular, is a significant financial drain, causing absenteeism, presenteeism, and disengagement. While some businesses may push for greater productivity during tough economic times, this often creates a false economy. The short-term gains are outweighed by the long-term costs of reduced resilience and high employee turnover. Prevention through a consistent mental health policy is far more cost-effective than dealing with the aftermath of staff burnout.

Furthermore, client relationships can suffer when a team is under mental strain. Missed deadlines, poor communication, and broken promises are often a symptom of overwhelmed staff. Customer-facing roles are especially vulnerable; when employees are running on empty, their patience and attention to detail drop, leading to service errors and reputational damage. This is a predictable result of systemic neglect, not a personal failing.

Common Challenges and Proactive Solutions

Many businesses struggle to support mental health effectively. Inconsistent leadership direction such as shifting priorities can cause anxiety and confusion. Non-inclusive support systems, where aid is offered selectively, can breed resentment. The lack of regular check-ins means early signs of distress are often missed.

Building a culture that supports mental health requires a strategic approach:

• Consistent and Equitable Wellness Practices: Ensure that support systems and policies are inclusive and apply equally to everyone, regardless of tenure or role.

• Encourage Flexible Work: Offer options like remote days and flexible hours. Flexibility is a performance enabler, reducing daily stressors and accommodating personal responsibilities.

• Create Routine Check-ins: Implement regular one-on-one and group catch-ups to uncover issues and build trust before stress escalates.

• Instill Psychological Safety: Foster a culture where employees feel safe to speak up, admit mistakes, and ask for help without fear of retribution.

Ultimately, mental health is a business imperative, not just an HR checklist. Organisations that adopt consistent, inclusive mental health approaches build stronger cultures and brands. They retain talent, deliver better results, and more reliably meet client expectations. Your investment in your team's well-being is an investment in your company's long-term resilience and success.

Head over to the Josty Blog to read the full article: Team Mental Health Drives Business Performance

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.