Explore every episode of the podcast The Operational Excellence Show

In this special episode of The Leaders' Lounge, Marianne Rutz sits down with none other than Kevin Wilkinson - Founder of Ethical Maintenance and her husband! Together, they share an in-depth conversation about Kevin’s inspiring journey from a successful corporate career to building a Community Interest Company (CIC) that’s revolutionising property factoring in Scotland.

Kevin opens up about his decision to leave a well-established career and embrace entrepreneurship in a notoriously unloved industry. He shares insights into why property factoring in Scotland has been so problematic, and how Ethical Maintenance has risen to the challenge by putting homeowners first and creating a community-focused service model.

In this episode, Kevin and Marianne discuss:

• The history behind Ethical Maintenance and how it empowers homeowners to take control of their communal areas.
• Kevin’s role as an advisor to the Scottish Government during the creation of the Property Factors Act 2011 and his input in shaping the industry’s code of conduct.
• The challenges of serving an entire community versus individual homeowners, and how clear communication and transparency are key.
• The unique approach of Ethical Maintenance as a Community Interest Company and why that sets them apart from traditional property managers.

This episode offers a behind-the-scenes look at how Ethical Maintenance continues to disrupt the property factoring industry while staying true to its ethos of transparency, empowerment, and community engagement.

Resources Mentioned:

• Ethical Maintenance: ethicalmaintenance.org
• Connect with Kevin Wilkinson and Marianne Rutz on LinkedIn

Subscribe to The Leaders' Lounge for more insights on operational excellence, leadership, and creating lasting impact in your industry.

In this very special episode of the Leaders’ Lounge, I’m taking you on a personal journey—a story of resilience, transformation, and leadership. I often get asked, “How did you move from the corporate world to leading a property maintenance company?” Today, I’m opening up about that journey, reflecting on pivotal moments that shaped my path.

💡 Highlights from this episode:

• Cancerversary reflections: How a cancer diagnosis changed my life’s direction three days before my wedding.
• Phases of transformation: From “Who am I now?” to exceeding expectations and embracing new opportunities.
• Customer experience as my superpower: How my love for CX and leadership shaped my role at Ethical Maintenance.
• Empowering communities: How I’ve applied the lessons I’ve learned to elevate property maintenance and create better living environments for homeowners.

This episode is for anyone facing life’s curveballs while trying to lead with purpose. It’s about finding your path, empowering yourself, and empowering those around you.

In this episode, I’m joined by digital marketing guru and LinkedIn strategist Mike Roberts, the mastermind behind Making Digital Real. Mike’s also the talented producer and editor of OUR podcast! 🎙️

We dive deep into the evolving digital landscape, LinkedIn strategies, and the importance of staying human in an increasingly digital world.

Mike shares how he’s turned LinkedIn into a powerful platform for meaningful connections and real business growth—no spammy bots or fake news here! 💡

Tune in to hear:

• How Mike found his niche in LinkedIn strategy.
• Why staying real and human on digital platforms is key.
• The game-changing power of newsletters on LinkedIn.
• How to build authentic, lasting connections without the sales pitch.
• REHUMANISATION 

This episode is packed with tips on making digital marketing real and effective, whether you’re a CEO or just getting started on LinkedIn.

Plus, we share some behind-the-scenes insight into how Mike helps me run my own podcast and content strategy.

In this final instalment of the CEO Playbook series, I explore the final set of powerful lessons that shaped my journey as CEO of Ethical Maintenance. In this episode, I discuss the importance of embracing unexpected changes, finding peace at your own pace, and understanding that professional growth often means leaving behind those who don't align with your vision.

Learn how to handle project delays with grace, tackle customer service challenges, and stay true to your strengths, even when faced with obstacles or distractions. Whether it’s managing the complexities of outsourcing or building raving fans for your brand, these tips will help guide you through the ups and downs of leadership.

Tune in to explore how embracing your unique lane can lead to profound success and fulfillment in your career. This episode is all about staying the course and making the most out of your journey.

Perseverance, Pivots, and Personal Growth - The CEO Playbook (Part 2)

In this second part of the CEO Playbook series, I dive deeper into the realities of leadership. From understanding that pivoting is perfectly okay, to managing self-doubt, and even resisting the temptation to quit, I share candid lessons from my first year as CEO of Ethical Maintenance. This episode covers key insights, such as embracing new skills, dealing with confusion, and the ultimate reward of perseverance.

I also talk about the power of forming new partnerships and expanding your professional network. It’s not always easy, but these connections can be the key to overcoming challenges and finding success in unexpected places.

Tune in to discover actionable tips that will help you push through difficult moments and come out stronger on the other side. This episode is all about growth, resilience, and embracing the surprises that come your way.

In this episode of the Leaders Lounge, I dive into the first part of my CEO playbook - a series of practical tips and insights that I’ve gathered from my first year leading Ethical Maintenance.

As someone who’s passionate about customer experience, stepping into the property maintenance management world was a significant shift.

I share my journey, the challenges I faced, and the strategies that helped me succeed, from fostering a fun and creative work environment to mastering the complexities of a new industry.

This episode is packed with actionable advice to help you thrive in your leadership role.

This is Part 1 of a 3-part series, so be sure to stay tuned for the upcoming episodes where I’ll continue to unpack my CEO playbook.

As I record this episode on 22 May 2023 - Dave D’Arcy who is well known in the employee engagement & leadership world is launching his own business.

We discuss the aspects of leadership beyond Net Promoter Scores, Trust Pilot or Google reviews! 

With his experience in the Corporate World, Dave is bringing Leadership Skills and Fun at work, putting your employees first, together!

 

Links:

LinkedIn: https://www.linkedin.com/in/davemdarcy/

Web: https://www.davedarcy.co.uk/

Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com

Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

Monday, 24th April marked the 5th anniversary of Rutz Consulting limited! Yeah - We made it to 5 years in business! We registered our limited company 5 years ago! 

In this episode we look at some of the reasons why 20% of businesses fail in their first year and 60% of businesses go bust in the first 3 years of trading!

What are the pitfalls to avoid & how we managed to deal with some of the difficult scenarios of the past 5 years.

Enjoy!

 

Links:

https://fundsquire.co.uk/startup-statistics/

https://www.nerdwallet.com/uk/business/start-up-failure-statistics/

Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com

Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

Today's podcast is of a rather personal nature! This is for two reasons: 

1. You might be a new listener to the operational excellence show and wondering who I am, where I came from and what we do at Rutz consulting

2. Over the past 6/7 months I have been doing some deep work for myself and for the business - today I’m sharing this with you.

Join me as I deep dive in to the difficulties many consultants face with their own identity, that of their business' & the importance of discovering your individual unique qualities & what it means to your personal, career & overall success

. 

Links:

Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com

Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

In today's bonus episode of the foundation series "Customer Service Delivery Made Easy" I’m talking you through how you can become a better leader in 9 simple steps!

Resources:

We have created an amazing downloadable workbook for you - covering the content of this foundational series! Go and DOWNLOAD IT HERE…

Links:

Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com

Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

Today it’s all about cash! Show me the money in your customer service delivery!

 

Resources:

We have created an amazing downloadable workbook for you - covering the content of this foundational series! Go and DOWNLOAD IT HERE…

Links:

Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com

Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

Today's teaching is well and truly focused around your customers! 

And remember - we are customers of each other! We are not designed to operate in silos! 

 

Resources:

We have created an amazing downloadable workbook for you - covering the content of this foundational series! Go and DOWNLOAD IT HERE…

Links:

Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com

Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

Today we are discussing the importance of recording why you and your team are doing what your doing! 

Most of our clients struggle to produce an operational manual or ensure they have systems in place that allow the business to run, even if some key stakeholders are not available!

 

Resources:

We have created an amazing downloadable workbook for you - covering the content of this foundational series! Go and DOWNLOAD IT HERE…

Links:

Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com

Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

 

 

Today is the first instalment of our foundational series "Customer Service Delivery Made Easy"

Over the next four episodes I will be looking at some of the basics & will be sharing insights, tips & tricks to help set up your Customer Service Delivery for success. 

In this episode I’m going to lay out a powerful 3 step approach to ensure your People aspect is covered from day 1! 

 

Resources:

We have created an amazing downloadable workbook for you - covering the content of this foundational series! Go and DOWNLOAD IT HERE…

Links:

Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com

Website: https://rutzconsulting.com/

This Podcast is produced by: Andrew Madden Photography & Media Production

Becoming and remaining an Employer of choice - that’s a tough order nowadays! 

I’m discussing this topic with Wendy Sellers, the HR Lady, who boldly claims… Your People are My Business! 

 

Topics such as Retention, the importance or nuisance of employee surveys, the silent resignation and so many more hot potatoes in the HR world are discussed and assessed! People leave bad Managers - that’s a daunting truth! So - what do you have to do to save your manager? And how do you deal with layoff’s? 

 

Links:

LinkedIn: Wendy Sellers

Web: The HR Lady

Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com

Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

 

My Guest today is Marybeth Gregg, the Founder and President of The International Centre for Women’s Leadership and Author of Bestseller “How to soar with a broken Wing”.

International consultant, coach, author, entrepreneur, mother, great friend, fun seeker, and adventurer. Marybeth Gregg is the President and Founder of The International Center for Women's Leadership. Throughout her 30+year career, she has worked in human development for several global corporations, providing coaching and transformational performance programs for individuals and teams.

We discuss the importance of showing up and not being limited by low self esteem or self belief, which Marybeth covers in her joy circle.
Her bestselling book how to find tiny moments of joy even when things get really tough carries more weight than ever before as the world is changing so fast, we can’t keep up!

LinkedIn: MaryBeth Gregg

How to Soar with aa broken Wing on Amazon

Women’s Joy Circle

Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com

Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

When was the last time you experienced excellent customer service?

In this episode I discuss how customer experience is evolving, changing, the possible reasons behind this & whether or not it is for the better of the customer. 

In my research, I stumbled upon a Forbes article that was released in December 2022, discussing 10 Customer Service Predictions for 2023

Join me as I delve in to the changes many industries are discovering for their customer experience & how to ensure your business is on the correct side of these changes.

Links

Article - Ten Customer Service And CX Predictions For 2023 (Part One) (forbes.com)

 

Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com

Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

We all have difficult times in service delivery! And guess what, delivering a service is inconvenient!

But what when your vision is clouded, when you feel lost, a fraud, hurt, joyless or simply just had enough? 

In this episode we talk about perspective gained from looking back with a grateful heart. 

I share with you why applying the listening ear is so important for us entrepreneurs! 

I will explain how to follow your roadmap (the current one) - until you get your vision back!

We discuss why you shouldn’t change a recipe or a winning team when you are in the wilderness

And we discuss how to keep close to your North Star! Even in the wilderness. 

Links:

Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com

Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

My guest today is the co-founder of Tango! Not the Dance! Or a Dance Studio…. But an amazing tool to map out & write out processes in your organisation!

In our Contact Centre Industry we live and breath processes and process improvements! We love it, I love it! Yet when it comes to documentation of said processes; the “How to” - then I often times find that these so important documents
a) don’t exist
b) are not complete
c) are outdated!

Tango will allow you to get on top of your process mapping! Ken’s promise is “you can create guides in seconds” Links:

Tango: https://www.tango.us/

Ken on LinkedIn: https://www.linkedin.com/in/kenbabcock/

Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com

Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

Happy 2023 listeners!

After the festive holidays & as everyone around the world starts to think of their new years resolutions it got me thinking about & the daily 15 minute fix to success. 

Today I revisit & recap on an earlier episode where I discussed how there should be ONE hack we must all do every single day! If there is one hack for success then this is the one. 

You will also learn...

• How knowing your leadership Style and your Kolbe support your teams performance

• How you can have ONE hack conversations with all your team members

• How to address the strengths or the lack of performance with your team members in 15min every day

• How to schedule a Power Hour




 

Links:

 

Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com

Website: https://rutzconsulting.com/

Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/

LeapAcademyInternational: https://leapacademyinternational.com/product/team-turn-around-bootcamp/

Eisenhower Matrix: https://drive.google.com/drive/u/0/folders/1nG8kDyVULfbsEDBib_qxECJrkBP-Ikmo

 

This Podcast is produced by: Andrew Madden Photography & Media Production

 

In early December I held our very first boutique planning workshop - “Fix your Crown”! 

A completely different approach to Planning for Success in 2023! 

We looked at

• Our Financial Performance of 2021 and 2022
• Deeply rooted, honest truth bombs about what we love and hate in our businesses
• What really matters to us - and it’s not the One Million Dollar Revenue!
  
  

Now from a position of knowing - we created the goals for 2023! 

This episode is packed with tipps and real life experiences! Let me know by email whether you wish to be part of the next “Fix Your Crown” workshop!
I’d love to host you! 

Links:

Podcast by Elenor Beaton: Episode 444 - What is a Jewel Business

Book Recommendation: 1 Million Dollar Consulting by Alan Weiss
RESET your Mindset by Natalie Eckdal
Meant for More by Mia Hewett

Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com

Website: https://rutzconsulting.com/

Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

 

There is a lot of noise around Diversity, Inclusion, Equality and Belonging out there! And rightly so! Yet - very often women are invited to change! To look at themselves and “fix themselves” - where in fact Harriet talks to us about the root cause of systemic bullying, abuse, career suppression etc. - She demonstrates how some of the issues are deeply rooted in our male dominated leaderboards across all industries. Now - we love men what we don’t love is the acceptance of some of the behaviours we see, some of the “insider friend to friend” favours we see and the devastating impact this can have on women, their careers, their wellbeing, their self worth.

Harriet is a certified Victim Focus trainer on a mission to bring our beloved men on board of the change we need to make! Links
Harriet Waley Cohen: https://www.harrietwaleycohen.com/

Harriet on LinkedIn: https://www.linkedin.com/in/harriet-waley-cohen-speaker/

 

Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com

Website: https://rutzconsulting.com/

Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

Cesar Hassemann started his first business when he was just thirteen years old! - He built the small DJ Business up until at the age of 16 his friend and business partner got very ill - and died at the age of 18!
Cesar made a lot of money in his home country Brasil.
He arrived in Australia - wondering how on earth could be be successful over there!

He went into Real Estate!

It’s fascinating to hear how Cesar approaches the business - simple and really very clear cut! 

But not only that - he talks about the emotions we carry, he talks about the desires we have to be happy, successful and at ease! 

 

There is some Cesar language in this podcast - provocative and very raw & real!
Enjoy!

 

Links:

Cesar Hasselmann website: https://cesarhasselmann.com/

Cesar on LinkedIn
https://www.linkedin.com/in/cesarhasselmann/

Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com

Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/

Rutz Consulting Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

The connection between contact centre operations and a family-run Scottish Whisky Business is certainly not that obvious. However - My guest Karen Somerville shares how she had to change and pivot in her business pretty fast, as the world market place changed with Covid-19.
She explains candidly how difficult it was at times, but she also shares her 3 key points in crisis management she would always, always ensured are followed through: 

 

1. Listen to your staff
2. Do your research
3. Don’t get disheartened by feedback (especially negative feedback)
   
   
   

If you treat your own operation as if it was your “family business” you will quickly realise that many of the conversations and processes are so much easier to explain and to follow through!

Links:

LinkedIn: https://www.linkedin.com/in/karen-somerville-aaa99127/

Website: https://www.angelsshareglass.com

Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/

Rutz Consulting Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

Nikki is a brand strategist and authentic messaging experts who work with brilliant leaders of leaders…. So people like me coaches, consultants, experts, service based business owners… who are hiding - sometimes in plain sight! 

Nikki had a high-flying career…. Until THAT very scary moment happened in her life at the age of 34! Countless 18 hours days created havoc to her health; she had lost sight of what really mattered. So she made a conscious decision to start living in her purpose and completely shifted her business to align with it.
A brand is more than pretty pictures, snazzy fonts and great headlines! Nikki leads us very candidly in the direction of connecting your purpose to your brand and integrate all the pieces there are to it!

Enjoy!

 

Links: 

Nikki Bradley Website:
https://nikkibradley.net/

Nikki on LinkedIn:
https://www.linkedin.com/in/nikkifbradley/

Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com

Website: https://rutzconsulting.com/

Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

Today I'm welcoming Paul McCarthy, CEO of Snapfix and yes, it's Snapfix not  SnapChat, as you will hear me calling it! There is a story to this - which Paul will tell himself!  Snapfix is one of the most amazing innovations I have recently seen in technology! There are industries notoriously failing from a maintenance perspective. I give you an example:  I was overnighting in a hotel and the tap in the bathroom was dripping constantly. It kept me awake all night. I probably should have phoned maintenance or at least reception to get it looked at; which I didn’t. If this hotel would have had Snapfix, this wouldn't have been an issue. I could simply have taken a picture!

Paul will tell us exactly how his product works, the clients it serves around the globe and the impact Snapfix has on the customer experience! Right there and then! 

Links:

SnapFix: https://snapfix.com/

Paul on LinkedIn: https://www.linkedin.com/in/paulmccarthyireland/

Contact us at info@rutzconsulting.com or email me directly marianne@rutzconsulting.com

Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/

Rutz Consulting Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

Peak Season is approaching and with that can come stress, anticipation but also success. This year perhaps brings an extra and great pressure, as the world is dealing with high inflation costs, a war with no end in sight, staff shortages and increasing disruption of services.

So how do we prepare? In this episode we delve in to what you can do to be ready for the challenges of the peak season.

 

Links:

Episode 28 OPEX - listen to Episode 28

Course Waitlist: https://rutzconsulting.com/customer-service-course/

Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/

Rutz Consulting Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

Sales…. Arghh - for so many heart centred service providers, Sales is a hot potato topic! We - I include myself - don’t want to sell! We want to serve!

Yet how can you truly serve if you don’t sell?

My guest today is Kristin Zhivago, President of Zhivago Partners, a digital marketing agency. Krisitn knows her stuff, having spent decades as a revenue coach - helping entrepreneurs to generate revenue, knowing and owning their figures and selling!

Kirstin speaks about Mindset Driven Marketing. You need to know the mindset your customer is in. She says it’s quite simple: 

Sales is about the desires your customers have, the concerns your customers have and the questions your customers have. 

You must listen and speak to them!

Zhivago Partners
https://zhivagopartners.com/

Kristin Zhivago on LI
https://www.linkedin.com/in/kristinzhivago/

Book: Roadmap to Revenue on Amazon

Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/

Rutz Consulting Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

We all know somebody, that knows somebody who suffered from burnout in our very busy and pressurised industry!

The 10th October is World Mental Health Day so in homage we decided to re-visit a popular interview that had a big impact upon our listeners.

B J Kennedy - spoke with us, so very candidly, about his mental exhaustion in 2010. He was working 84hrs per week in an extremely busy environment - but had his wife buying a new home - one he never even saw before they moved in.

Something had to give!

This is a very powerful interview.

Links

LinkedIn: https://www.linkedin.com/in/brian-kennedy-lib-apa-4611b413/

Brian’s Website: https://bjkennomotivation.com/

Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/

Rutz Consulting Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

I love a good conversation! And talking to a fellow podcaster who made celebrating good conversations his bread and butter by creating a podcast agency was no different!

Ryan and I share a passion - talking with people and keep them entertained, offer learnings and very practical engagement!

In today’s episode we discuss the importance of truly listening to your guests, but also the importance of professionalism without sounding cold or calculated!

People crave engagement, love, hand holding! They crave too conversation!

You are in for a treat!

 

Links:

Kitcaster
https://kitcaster.com/

Ryan Estes on LI
https://www.linkedin.com/in/estesryan/

 

Available Courses: 

https://marianne-rutz.mykajabi.com/csdeliverylab

https://marianne-rutz.mykajabi.com/customer-service-delivery-sprint

Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/

Rutz Consulting Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

In today’s episode - the fireworks are cracking! My guest Don Markland is an accomplished Sales Trainer - he ranks under the top 3 US online Sales Trainers. Forbes ranks him Number 1 Business Coach, he is an Author of a number of books and he calls himself The Sales Evangelist!

As we record this podcast, the UK woke up to a quite difficult economic situation.
Don shares with us how small and medium service delivery firms can ride out the storm that’s brewing!
He also coaches me personally on my fear of selling! Yes - On Air Coaching!

Last but not least - Don shares with us the importance of accountability!

Links: 

 
Don Markland on LI: https://www.linkedin.com/in/donmarkland/

Don Markland’s website: www.accountabilitynow.net

Don’s Book: The 4C’s of Accountability
https://www.amazon.co.uk/4Cs-Accountability-Unleash-Your-Inner/dp/B08GFSK34G/ref=sr_1_3?crid=1JMLB2UGVH43Y&keywords=Don+Markland&qid=1664370940&sprefix=don+markland%2Caps%2C94&sr=8-3

Instagram: https://www.instagram.com/executivecoach.don/?hl=ur

Twitter: https://twitter.com/donmarkland

Course Waitlist https://rutzconsulting.com/customer-service-course/

Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/

Rutz Consulting Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

On the 29 September 2016, I got very very angry! I realised that my cancerversary will always be 3 days before my wedding anniversary! 

Fast forward 7 years - I’m reflecting on the journey. As a cancer traveller, a wife, a mother (and Oma) as well as a business owner. I’m honoured to be sharing a very personal podcast with you today. 

 

Links:

Course Waitlist: https://rutzconsulting.com/customer-service-course/

Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/

Rutz Consulting Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

We don’t speak about money and customer service! Nor do we focus on money and customer experience. Whether that’s a British or Swiss or even worldwide phenomenon is really by the by. My guest today talks, lives and breathes money and wealth!

Christine is under no illusion - money is a sensitive topic - but she believes in her company, M1, and put the fun back into making money and creating wealth! Her focus lies with the drive to eliminate client pain points and making positive financial outcomes more accessible!

Christine was 10 years old when she bought her first stock, sparking a passion for personal finance. She subsequently pursued a career in wealth management including with JP Morgan and Fidelity Investment, before she joined M1 - a high growth fintech company!
She is leading a team focused on designing and delivering a seamless client experience and empowering personal financial well-being for over 500k clients. 

How she measures success and stays true to herself and M1 mission is uncovered in our discussion today!

Links

M1 Finance: https://m1.com/

Christine LaFrance on LI: https://www.linkedin.com/in/christinelfob/

Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/

Course Waitlist: https://rutzconsulting.com/customer-service-course/

This Podcast is produced by: Andrew Madden Photography & Media Production

My guest today is David Baer of Baer on Marketing!

We all know how often marketing strategies and activities are out of sync with the actual customer experience post sales or service delivery! 

We discuss the importance of brand alignment across the entire customer journey. 

But also how and why email marketing is so important! Full disclosure - we at rutz consulting are not exactly a great example! 

David explains why “One size fits all” is not an effective marketing strategy for solopreneurs or small businesses. Copying what others do might actually damage your brand! 

David demonstrates how he works with his clients to find the most effective and profitable marketing strategies for their business! 

And not to forget - David’s podcast - More Perfect Marketing!


David Baer
https://www.linkedin.com/in/winebaer/

https://baeronmarketing.com/

Podcast: moreperfectmarketing.com

Community: mpmcommunity.com

 

Course Waitlist

https://rutzconsulting.com/customer-service-course/

Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/

Rutz Consulting Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

Welcome to Customer Service Delivery made Easy! 

Inside Customer Service Delivery made Easy you will gain clarity where your operation is doing really well! And where it does need some work!

You will be clear on what your CS Job description needs to look like! You will have a check-list to ensure your CS role is clearly defined, your benefits are explained and your documentation such as right to work is complete and your new advisor knows how they fit into your team!

You will know what it takes to deliver operational excellence! You will have a framework for all your processes and procedures (Ops Handbook) and be clear on the key governance structure you will have to follow.

You will be very clear how to apply “the listening ear”! What do your customers really say about your service? You will know how many contacts you should put through quality assurance each week and how to do that with ease! And - you will know exactly how you can demonstrate Return of Investment to your C-suit!

In these 4 weeks within Customer service Delivery made Easy you will walk away with a detailed Audit knowing exactly where your service delivery stands! And with a toolbox full of checklists, tips and tricks on how to make CS easy!

Today we talk about
# Mindset of Customer Service
# Your Self-Responsibility in Customer Service

# Self Sabotage in Customer Service
# Perfectionism - why it doesn’t help in CS
# Trust the process - your mantra - my mantra
# How the course works
# Who this course is for

You will leave this programme with the belief that you can deliver excellence!

Links:

Course Waitlist: https://rutzconsulting.com/customer-service-course/

Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/

Rutz Consulting Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

My guest today is Andrew Wrobel, Founding Partner of Emerging Europe, a London based growth hub for Eastern European countries!

Andrew trained as a journalist, he specialises in location strategy and nation branding, foreign direct investment, technology and innovation, sourcing, technology and innovation, and cross-cultural communications.

Andrew runs Emerging Europe’s research and consultancy teams and co-authors the organisation’s flagship annual reports: the Future of IT, the Investment Promotion Report, the Business-Friendly City Perception Index.

He is a juror at various international business-related competitions, a location promotion trainer and a media commentator. He has authored and contributed to a number of international business, investment and trade-related publications
In today’s episode we discuss the current challenges Eastern Europe are facing, but also what we can learn from them and why we think people there are more resilient, work harder and are more committed to service delivery than in other parts of the world!

 

Links

Andrew Wrobel
https://www.linkedin.com/in/andrewwrob/

Emerging Europe
https://emerging-europe.com/

Course Waitlist

https://rutzconsulting.com/customer-service-course/

Course Waitlist

https://rutzconsulting.com/customer-service-course/

Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/

Rutz Consulting Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

My guest today is Jeremy Snape, former England Cricketer scoring for England, winning man of the match for England - but now running his own Business called Sporting Edge. Jeremy works with the worlds top performance experts and business organisations, hosting leadership programmes targeted to improve the efficiency workspaces.

Leaving the professional cricket scene, Jeremy retrained himself as a sports psychologist and he become of the most respected thought-leaders in the subject of winning mindset and has helped establish working environments that remain committed to achieving goals and progressing as a unit.

 

Links

Jeremy Snape on LinkedIn
https://www.linkedin.com/in/jeremysnape/

Sporting Edge
https://www.sportingedge.com/

Podcast: Inside the mind of champions
https://podcasts.apple.com/gb/podcast/inside-the-mind-of-champions/id1498626216

 

Course Waitlist

https://rutzconsulting.com/customer-service-course/

Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/

Rutz Consulting Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

In this episode we take a look back over the past 2 years & the many highlights of the OPEX show.

Observing & discussing various topics & re-visiting certain interviews & episodes that were popular with our listeners.

Over the last 109 episodes we've had an extraordinary calibre of guests; sharing their knowledge, expertise & personal journeys.

Myself & my team have gone through the most downloaded & streamed episodes to deliver you this very special show of OPEX's "BEST BITS" (To Date)

We hope you enjoy.

 

Links

Course Waitlist: https://rutzconsulting.com/customer-service-course/

Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/

Rutz Consulting Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

First Impression Training is a people development organisation, specialising within the call and contact centre environment, wholly focused on creating positive and lasting change in the way a company's people interact with their prospects, customers and each other to encourage the win-win!

This is a BIG promise! In today’s interview Marie shares candidly how she became a victim of her own success when she was freelancing in the training industry. She had a choice - stay small and do as she always did or -

Think Big
Start Small
Scale Fast

Her husband joined the business - subsequently the couple grew their contact centre training business very successfully! As a fellow CX Awards judge, Marie knows exactly what good looks like - but she also firmly believes that one has to stand out! Be the purple Cow - a fabulous story!

Links

Marie Cross on LinkedIn: 
https://www.linkedin.com/in/mariecross/

FIT First Impression Training:
https://www.firstimpressiontraining.co.uk/

Marie’s Book https://www.firstimpressiontraining.co.uk/make-their-day

 

Course Waitlist: https://rutzconsulting.com/customer-service-course/

Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

This interview with the amazing Eleanor brought me massively outside my comfort zone!

I am very much a process driven leader, firmly believing in following due process moves the needle and gets stuff done. But what about our intuition? What about the heart? Do I give myself room to think “outside the box” - and maybe do  something completely differently?

As a Kolbe 8 Fact Finder - I should know that whatever I do I can rest assured that I have done my homework!
Speaking with Eleanor today put a 3rd dimension to my decision making…. Creativity and Flow.

Eleanor explains that if we allow the Flow Stage to percolate then things become apparent - actually quite obvious - which results in an intuitive way of working.

But listen to it yourself - you will be amazed!

 

Links:

Eleanor O’Rourke Linked In
https://www.linkedin.com/in/eleanor-o-rourke-64683a10/

Eleanor O’Rourke http://www.eleanororourke.com/

Course Waitlist: https://rutzconsulting.com/customer-service-course/

Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

In this episode we look at the different types of Hybrid working models, a term that has become well known in not just in the CX sectors but across all industries. We examine the various factors to take in to account when searching what is right for your business & your people.

It's an important topic that we all need to pay attention to.

Today I’m taking you through 5 types of successful hybrid working models. Enjoy!

Links:

Hybrid Working Statistics: https://www.apollotechnical.com/hybrid-working-statistics/

Course Waitlist: https://rutzconsulting.com/customer-service-course/

Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/

Rutz Consulting Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

Wouldn’t it be amazing if you could supercharge your customer experience by deploying a multilingual Chatbot or live chat across all service channels you have got in your business!

Yes - it would but….. - Stop right there!

Andy Wilkins and his team thought about this Chatbot and Chat technology long and hard. He calls this experience Democratizing access and services! Giving everyone the right to access a service at any given time!

One of the challenges we face in AI is that those who have control and influence an excellent customer service are the biggest critics of using AI solution. They know there are problems in CS delivery - but boy without the buy in from the executive team and from IT teams (ironically) it is more than challenging to win!

Andy chats candidly how his career led him from Wealth Management to becoming the co-founder of Futr.ai

Believe me - if you don’t have a chat function yet - you are behind the curve! If you don’t want to at least test Andy’s SaaS Platform after you listened to our chat - your business will not make it to the post pandemic post economic downturn!

Links

Andy Wilkins on LinkedIn
https://www.linkedin.com/in/apwilkins/

Futr
https://futr.ai/

 

Course Waitlist

https://rutzconsulting.com/customer-service-course/

Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/

Rutz Consulting Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

This interview couldn’t come any timelier!

CEO’s are tired and exhausted after the Covid Pandemic, now they face the economic downturn, the increasing costs of serving their customers, shrinking budgets and the list goes on! What a CEO needs is resilience! But ironically resilience needs building and it’s not enough if you, as the CEO, demonstrate this skill, your team (what we call the C-Suite) must be resilient too so that you can do the strategic thinking whilst the team executes the direction of travel. Nadia and I discuss how the role of the Business Leader has changed over the last couple of years.

It’s so much more than stakeholder analysis, ensuring skills & technology are deployed sensibly and the commercial aspects of the business are thought through.

Now - this may require that you decide not to decide! We call this “Sit it Out”! There has to be a balance between quick wins and longer term results - so your teams need to be on board! Which puts the focus well and truly on consistent and frequent communication!

This heartfelt conversation with Nadia is a must for every CEO!

 

Links:

Nadia Pace on LinkedIn
https://www.linkedin.com/in/nadia-pace-13513618/

Nadia Pace
https://nadia-pace.com/

Course Waitlist: https://rutzconsulting.com/customer-service-course/

Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

 

We are manoeuvring through difficult economic times!

Geopolitical challenges we can’t impact directly are making our service delivery difficult. So many Ops leaders have been asking me - what can we do for our teams? How do we lead? How do we show up (Remember Episode 100?)

Today I’m taking you through 9 Ways to be a better Team Leader!

You can Download the slide deck to this episode using the link in the show notes!


Links:

Slide Deck: https://docs.google.com/presentation/d/1QOq_OUSuxAKSAqNQJ6DZJaVEUhGxCf7A/edit#slide=id.p1

Course Waitlist: https://rutzconsulting.com/customer-service-course/

Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

I’m joined today by Founder and CEO of Hollywood Browzer Beauty - Amy Anzel!

You might wonder what Dermaplaning, hair removal and exfoliation tools have got to do with operational excellence! Let me tell you - Hollywood Browzer’s Trust Pilot Rating in Summer 2021 was bad - just very bad, 1 star reviews consistently complaining about goods not received!

Does this sound familiar? It's one of the most common complaints companies get when they have a distribution challenge.

In today’s episode Amy shares candidly how she and her team worked with this challenge and other issues on their entrepreneurial journey!

LinkedIn:  https://www.linkedin.com/in/amy-anzel-2136698/

Website: https://hollywoodbrowzer.com/

Course Waitlist: https://rutzconsulting.com/customer-service-course/

Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/

Rutz Consulting Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

Finances and financial viability of a business are hugely important and yet we seen to be reluctant to speak about the ins and outs of staying on top of your financial performance!

Very often this starts with simply not knowing or not having clarity of your offering! Your service! Now that’s pretty fundamental! Paul shares with us what he sees in his accounting practice; what happens if your offering is unclear, your customers are not served and your finances go South!

We also discuss how important scenario based planning is - so that you can actually deliver the goods, the service you already sold!

And - why sometimes it’s best to cut your losses - rather than re-mortgaging your home and everything you worked so hard for!


LinkedIn: https://www.linkedin.com/in/paul-crichton-5a265117/
Website: https://www.mmgca.co.uk/

Course Waitlist

https://rutzconsulting.com/customer-service-course/

 

Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/

Rutz Consulting Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

Imagine being told by your dad - “you go and help your mother”. Normal, no big deal!

Well - it is if your mum is the CEO of a distruper BPO in Rumania.
Alexandra fell into the contact centre industry…. 15 years on she is going strong!

She learned to manage operational delivery and excellence through a number of roles in the Ops space starting off as an agent, progressing to Team leader, ops leader, call centre manager learning from the best!

It wasn’t always plain sailing for Alexandra! Being Mum’s daughter brings its own challenges, Alexandra share candidly how she needed to work hard to get judged on merit rather than connection.

Links:

LinkedIn: https://www.linkedin.com/in/alexandra-fus-08b79417/

LinkedIn: https://www.linkedin.com/company/valoris-center/

Course Waitlist: https://rutzconsulting.com/customer-service-course/

Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/

Rutz Consulting Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

This is Episode 100 of the Operational Excellence Show - and I couldn’t be any prouder of myself and my guests for having it made thus far! I recorded this podcast just before my birthday - reflecting on yet another year on this earth and another year in business.

What did I do to get this far? Actually, I don’t have a highly organized marketing machine for the podcast! In fact - if marketing the podcast on LI predominantly takes 5% of the success why we are still here - that’s a lot! No! The podcast and the work we do at Rutz Consulting is so successful because I do well what I’m doing just now…. Showing up!

I learned from a mentor of mine that the question is not “is it really worth the effort?” or “should I just stop?” The question is: What do I need to do in order to show up? This applies to every situation I’m facing! Whether this is podcasting, doing a deep dive into your customer service delivery or working with someone on a one to one basis.
Showing up - no more & no less!

So - how does this relate to customer service and customer experience? 

1. Your customer wants to feel like the king or the queen when interacting with you! This means consistency is key! If you are not offering a consistently high service - your business will fail! 
2. Remember the McDonald experience - a cliché you might say. It doesn’t matter where in the world you order a Big Mac! They all look the same! They are produced the same way and I get what I asked for. All the time / every time.
3. Your employee needs to know what is expected from them to deliver excellence! (aka - what does your job description look like)
4. You need to be there when your customer wants to speak with you! Hello Workforce Management and Planning! 
5. You need to address what the customer wants, not what you think the customer needs! Voice of the customer - crucial! 
6. Your employee needs to know how they can help the customer! Empower them to do the right thing! Training and development is crucial!
   
   

You can see where I’m going with this! In order to deliver excellence - you must show up! 

I’d love to help you and your team to show up for your customers! I’d love to show you what showing up can do for you and your customer service delivery! Do get in touch with us! Send us an email on info@rutzconsulting.com or reach out on LinkedIn! 

 

Links:

Course Waitlist: https://rutzconsulting.com/customer-service-course/

Episode 97 Customer Service Delivery Made easy: 
https://operationalexcellenceshow.libsyn.com/episode-97-opex-with-marianne-rutz-customer-service-delivery-made-easy

Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

I love data! I love Data Analytics - and if all of this comes in an App - Happy days!
My guest today is the Founder and CEO of OpsAnalitica, Tommy Yionoulis! His big promise: You can measure everything, real time in a meaningful way! What’s on paper should be on Ops Analitica!
We discuss how Tommy started his business, but also what his clients get when using the App! And no we are not encouraging you to use all the functionality from day 1! Quite the opposite! Start with measuring data that moves the needle the quickest, for you, your employees and your customers!

Links: https://opsanalitica.com/

LinkedIn:  https://www.linkedin.com/in/tommyy/

Course Waitlist: https://rutzconsulting.com/customer-service-course/

Episode 97 Customer Service Delivery Made easy: https://operationalexcellenceshow.libsyn.com/episode-97-opex-with-marianne-rutz-customer-service-delivery-made-easy

Marianne on Linkedin: https://www.linkedin.com/in/marianne-rutz/

Rutz Consulting Website: https://rutzconsulting.com/

 

This Podcast is produced by: Andrew Madden Photography & Media Production

You have to practice for success - a strong statement from Interview Coach Carrie-Lynn Hotson!

My guest today is on a mission to help people to be more confident in their next interview and land the role of their dreams!

With the great resignation leading to an employee driven recruitment market post pandemic - getting the right job or (for employers) hire the right candidate is absolutely crucial.

We discuss how Carrie-Lynn works with candidates, whether they are only starting out or indeed have had a successful career, never interviewed in their life and now find themselves in a very new and potentially intimidating process. 

But not only that - what about social media? And yes - your public profile will be looked at if you go for an interview!

Links:

LinkedIn: https://www.linkedin.com/in/carrie-lynn-hotson-45a56b191/
Website:  https://www.jobinterviewcoach.ca/home
YouTube: https://www.youtube.com/channel/UC3JZJDistn2xRwlT4Ci-m8A


Course Waitlist

https://rutzconsulting.com/customer-service-course/

Episode 97 Customer Service Delivery Made easy https://operationalexcellenceshow.libsyn.com/episode-97-opex-with-marianne-rutz-customer-service-delivery-made-easy

 

Marianne LinkedIn: https://www.linkedin.com/in/marianne-rutz/

 

This Podcast is produced by: Andrew Madden Photography & Media Production