Welcome to the Fortnightly Focus Blog

Designing and launching the Effective Leadership Toolkit (ELT) has been one of the most rewarding — and humbling — experiences in our journey at Small Changes Big Impact. 

Like many entrepreneurs and leaders, I had to learn that great things evolve through iteration, not perfection. 

When we be...

Creating a Shared Understanding of Quality in Your Business 

When you ask your team what quality means, don’t be surprised if you get a variety of answers. Some may equate it with luxury brands like Mercedes-Benz or Royal Doulton, while others may think of it simply as “getting the job done.” These...

In today’s competitive landscape, winning businesses are not just those that provide excellent service at the front line, but those that embed the customer at the heart of their entire organization. 

Over the last decade, the conversation has shifted from customer satisfaction and relationship mana...

If you’ve ever welcomed a new customer thanks to a referral from an existing one—you know how powerful word of mouth can be. But relying on chance and goodwill alone isn’t a strategy. It’s time to get intentional.

A simple but proactive referral strategy can help you consistently attract the right ...