This year we’ve won Fastest-Growing Business at the Business Excellence Awards
When PJ Farr joked with his father-in-law about how his team in the Army could bring broadband connection to a camp in the Arctic in three days when a new housing development in the UK couldn’t manage that in 12 weeks, he saw a gap in the market. When he left the forces in 2013, he started UK Connect to provide communication solutions to the construction industry.
“After many trials and tests, UK Connect’s Site Connect solution was developed. We can provide connectivity to the construction industry on day one of install. We’re the only business in the UK that can set up a broadband connection to a site in under 10 days in any location. In fact, we offer a guarantee that if we can’t connect your site within 10 days of ordering, we’ll provide it with free broadband for a year.”
Agreeing to coaching support
“The business was doing well, winning a wealth of high-level customers like Barratt Homes but the growth meant everything felt like it was chaotic. I got a sales call from ActionCOACH and the telemarketer impressed me with her knowledge so I booked an introductory appointment with my local coach, James Dodd. My Army background means I’m receptive to coaching but, at this early stage, I actually couldn’t see how I would really benefit from it.”
It took a combination of feelings and facts for PJ to agree to invest in regular coaching with James. With six employees and 10% profit margin, he wondered what a coach could do to improve his business.
“I immediately liked James. He had been a successful business owner in his own right and he clearly understood the challenges I was facing. He listened to me, took the step back from my business that I couldn’t, and offered some simple suggestions for improvements. Alongside giving me a guarantee of seeing a return on our investment in coaching, he helped me start learning in a way that worked for me. Back when I first joined the Army, I couldn’t read and write that well. He got me to listen to an audio version of The Emyth and I was so hooked, I actually went back and read it!”
First improvements
James got PJ to consider both his personal and professional goals from the very beginning. He had left the Army to spend more time with his family and start his own family with wife Zoey. The business had completely taken over his life and so finding a work-life balance was key.
“We started with monthly one-to-one coaching sessions and quarterly group planning sessions. My son had recently been born and it was even more important than ever to grown a business which would support us financially, in the long term. I formalised my vision for the business to become the UK’s leading provider of communication solutions to the construction industry.
“James helped me see that our customer service could be tightened up to improve customer retention and maximise the value of client relationships. We looked at the sales, operations and HR processes – simple things that seem obvious once they are pointed out to you. But, like most business owners, I had been spending all my time working IN the business instead of ON it.
“I began to map operational processes so it was easier to see how to refine them. I looked at staff contracts to ensure I had the right team to deliver and take me out of the everyday customer servicing tasks. Monthly coaching changed to weekly as more of my time was free to make more progress.”
The results
“In just 14 months of working with ActionCOACH, we increased turnover by £900,000, grew the team to 20 and hit 28% profit margin. We are now recognised as one of the UK’s leading providers and one of the smallest businesses in the UK to look after 6 FTSE 100 business as a national supplier.
“This year we’ve won Fastest-Growing Business at the Business Excellence Awards 2018. That award follows many industry accolades, including being voted Most Innovative by House Builder magazine, and a contract with Taylor Wimpey worth £5.3million.
“I’ve invested in the ActionCOACH system – both personally and financially – and even though we would have grown without it, we would never have grown so quickly or confidently. I believe the results are a direct result of planning and taking action.”
The coaching continues
“James has become an integral part of our business. He coaches my Operations Manager on a monthly basis and coaches the whole team every quarter. As a business leader, I have a clear vision as to what I want the business to look like but it’s important to invest in my team as well to build a strong company culture to meet my vision.
“I’ve defined being the UK’s leading provider of communications solutions to the construction industry as taking 10% of the market and we are currently at 4%. There are the telecoms giants like BT who have a much larger market share but they also have the embarrassment of being one of the most complained about companies in the UK too – we are committed to team development to make sure this never happens! Our combination of account managers, support staff and installation engineers are key to our success in the future.”
PJ has gone from feeling like an employee to being in control as the business owner. He commits to the goals he sets together with James each week and loves seeing the results.
“ActionCOACH works if the business owner is willing to listen to other people’s opinions and take action – your coach doesn’t do the work for you. James has created a great community for us, all his clients meet up outside of formal coaching sessions whether that’s for a meal or to visit each other’s business to share insights.
“Zoey and I have a new-found financial freedom we’d never thought possible back in the days of my low Army wages. Without that financial stress, I’ve convinced Zoey to let me have just one crazy hobby after years of working in high-risk areas, I’ve been learning to fly a helicopter in the last six months!”
