Month: May 2017

When someone asks what you do, it’s a simple answer.

“I run a restaurant…”

“I’m a graphic designer…”

“I’m a doctor…”

This is your ‘what.’ Here lies the problem. You’re not a restaurant owner. In fact, you create enjoyable experiences for people to share. We get too caught up in ‘what’ we are that we don’t dedicate enough time into the ‘how.’

Focusing too much on the what of businesses impacts on our creativity and ability to raise the bar in terms of how we interact with the market and end user. We become beige and non–descript.

In marketing and business development, your ‘how’ is what sets you apart. It’s the style of manner that’s important – our definitive point of difference. We need to look at not just the task (the what) but the skill that’s required to execute it successfully (the how).

We’re focusing too much on the end goal… and missing the process. In doing so, we never quite reach where we want to be. All this effort is put into the front end, the beginning of the client relationship. The hype and thrill of getting the client soon wears off.

There’s no follow up, no extra love or investment in ongoing relationships. When, the after care is equally as important. People remember both the beginning and end of relationships.

As business owners and influencers, we need to stop chasing the bright shiny things in corners once the deal has been done.

Systemise your business. Invest in processes. 

It’s good to have your big goals. Every business needs to have an end goal, to be constant dreamers. Your processes and procedures are the building blocks to help you achieve it.

Designed to provide step-by-step instructions for achieving a result, your processes are your ‘how.’ They describe the who, what, where, when, and why.

It implies an emphasis on how work is done in contrast to a product or service focus on what is done. It covers all of the touchpoints of your service delivery – before, during and after.

The Customer Purchasing Design Process (CPDP) 

Your most important business process is the primary process relating to solving the problem, meeting the need or getting the job done for a customer.

This starts with an understanding of the Customer Purchasing Decision Process (CPDP). It’s the process undertaken by a customer for a market transaction before, during and after the purchase of a product or service.

While this will vary between businesses, there are 5 basic stages which a customer usually goes through when purchasing a product or service, including:

  1. Need recognition
  2. Information search
  3. Evaluation of alternatives
  4. Purchase
  5. Post-purchase evaluation

As you can see, the process covers each touchpoint, from start to end. By turning your attention to your ‘how’ not ‘what’, you make room for continuous improvement and innovation. Remember, the experience you provide will set your brand apart.

Work on your business, not in it.

Stay tuned next time for a case study on how one business improved their processes.

At Kiikstart, we’re dedicated to helping people have more choice, influence and control about how they live, work and learn. If you’d like to hear more about what we do, contact us today on 0428 593 400 or

Training, in any form, must be good, right? Upskilling can only be a positive thing. Yes, this is true to a certain extent, but it’s not as black and white when it comes to traditional training.

There’s a common belief that ‘training’ is going to make us more employable in the modern market. But the world of work is changing, and so is the way we educate and develop future leaders.

The illusion of safety…  

Employees and those wanting to generate new opportunities often assume that a degree of qualification will be the answer to their career prayers. The truth is, simply having that certificate on your wall won’t necessarily guarantee a job.

But it’s not millennials fault. It’s a notion that’s passed down from previous generations. We graduate high school, go to university, and get a ‘real’ job. It’s the right of passage for teenagers, soon approaching their early twenties.

So, if traditional training is making us less employable, what’s the answer?

Training needs to be more flexible and suit the needs of today’s employers. In the learning and development industry, we see it all the time. There’s maybe a few years dedicated to learning, but now ongoing development.

We also need to change the language which is why learning and development needs to replace “training”. Learning and development implies that this is an ongoing process which builds capability and talent over time. Training is something you do to get a day off work, get a free feed, and come back to your workplace. This notion reverts to and the workplace norm.

There’s too much focus on what you will learn rather than how the learning is delivered.

Here are a few things to think about when considering traditional training.

  • The style and manner which the training is delivered. Training and learning and development are two very different experiences. Is online going to deliver the quality, personalised and robust experience you’re looking for? Go through a cost vs. benefit plan and really consider what other valuable skills you’d gain and miss out on.


  • Be really clear on what you want to achieve from this newfound knowledge. Ask the tough questions of what you will gain from the experience and how you want to use this to not only benefit yourself but those around you.


  • Most employees have no ongoing plan of action to fully utilise any new knowledge and skill gained by employees in real time. This results in employees losing interest quickly. Companies need a well-thought out, detailed framework for learning and development back into the reality of the workplace.


  • Employers and individuals don’t put training into context. There is a bigger picture focus missing, due to lack of context. What skill gaps exist that cannot be filled by training alone and what plans are your plans or that of your employee to fulfil these?


  • Staff morale is negatively affected when decision makers fail to support and create new opportunities back into the workplace. This can be more demoralising than not sending staff to be “trained” in the first place.

At Kiikstart, we’re dedicated to helping people have more choice, influence and control about how they live, work and learn. If you’d like to hear more about what we do, contact us today on 0428 593 400 or