As it’s Valentine’s Day it seems only right to tackle the issue of love and, specifically: is your company any good at it?  Many, many companies will say they ‘love their customers’ but do they really?  Or are they guilty of bad love?

Bad love is where you really absolutely genuinely love your customer . . .  based on the fact they provide you with £XX revenue per year.  Would you still love them and spend so much time on them if they didn’t provide that income?  If you were being honest, would you say it’s the money you love, not the customer?

Good love is where you absolutely genuinely love your customers and if it ends a fruitful financial relationship then great!  And even if it doesn’t then your business will still gain in brand and reputation as you build a network of contacts who regard you as helpful, professional, willing to go the extra mile and not just interested in the next order.  Yours will be the sort of business they recommend to others even if they don’t need your services themselves right now.

Love your customers for who they are, not how much they are worth to you financially.  As with all relationships, the stronger they are the happier you will be.

Happy Valentine’s Day!

Our first #FinnemoreFireside of 2023 is with Catherine Tallis, Director of Business Services at HFL Education.

HFL Education (formerly Herts for Learning) is a national provider of school improvement and business support services, training and resources.  As long-standing providers of MIS support to their schools, this Q&A discussed in detail the ways in which support teams must adapt as the MIS market continues to evolve. Being a SIMS-only support team, as was usually once the case, is now a risky strategy for any team wanting to remain in business in the coming years.

It’s a fascinating chat and, amongst other things, Nick and Catherine discuss:

• The precarious state of school finances and the impact that has on decisions, and the huge amount of pressure on schools as they are taking on more as services around them are cut to the bone (e.g. CAMHS, social care, etc.)
• How academisation and changes to the way schools licence MIS have led to the sector completely changing, and how HFL Education have adapted into a multi-MIS support team to help their schools
• What will happen to teams who aren’t able to adapt quickly, and how the conversation needs to shift away from software support to whole school strategic support
• The challenges around understanding overheads as a business where teams are still part of an LA
• The democratisation of data, and how HFL Education supports meaningful school improvement through the effective use of data
• Schools are great at curriculum change but not always so great at change across other systems, and this is something support teams can help with
• HFL Education’s vision and plans for the next five years
• What Catherine would like to see from the market and from suppliers

We’d love to hear your feedback; what would you like to learn from support team leaders?