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I had two conversations about quoting this month. One business is a new client. The other is not....yet. The first is a medium sized local business. They couldn't tell you how many quotes they had out in the world waiting for a response. Three people, including the owner, who regularly quote. Hours a week building quotes, that were then emailed directly to customers. And they then had to remember who to follow up with later that week. Plus, almost none of the working out beh

There was a podcast I listened to this week with two UK car dealers, very different in scale. The big group does 1000 cars a week across their sites. The smaller one does a fraction of that. The smaller dealer's reaction to the number was the following. First: "Wow, that's so much paperwork." And then: "See, our business couldn't do that. I have a great team around me, but I need to be involved in every deal to ensure we win the business and that it has maximum profit in it."

There's a stack of flooring samples in my hallway. They've been there for three months. Exhibit A. They were lent to me by a very nice sales associate at a flooring business in town, who took my name, my phone number, and my email address before sending me off to live with them for a week or so and see which colour would work best in my new kitchen. That was a quarter of a year ago. I have not heard a single thing from him, or from anyone else at that business, since. I keep

What it is, why it matters, and how we approach it. When people hear the term “workplace documentation”, they often picture thick folders on shelves or in filing cabinets that no one opens, or policies written once to satisfy a requirement and then quietly forgotten. That’s not what we do. At The Hayhart Group, workplace documentation is about helping businesses capture how work actually happens, then shaping that knowledge into clear, usable documents that support people, re

A business owner said something to me recently that I hear far too often: “We’re absolutely flat out… but nothing feels under control.” The team is lovely.They’re trying hard. Jobs are coming in. Everyone is “busy”. But phones are going unanswered. Tasks bounce around the team with no clear owner. Work takes longer than it should. And despite all the activity, profits don’t reflect the effort . If this feels uncomfortably familiar, you’re not alone, and it’s not because you n

How systems are the key to building a strong workplace culture, not cake.