Business Problems Solved Podcast

en-GBDecember 02, 2019

Dont Start With a Solution

‘You can take a horse to water but you can’t make it drink, you need to make it thirsty.’

In this episode of Business Problems solved, Lee explains the importance of finding problems rather than starting with a solution. He also discusses how you can do this with your team to improve their thirst for getting to where they want to be.

KEY TAKEAWAYS

The secret to successful change is finding the problem rather than starting with a solution.
If you can understand the problem, you want to solve without a solution already in mind then you have a better chance of success. This is because you may lead the problem down the wrong path.
Engage with the people you’re working with on the problems that they have today. Approach the problems by saying the problem without giving any solution.
The easiest ways to make people thirsty is to find problems with them.
Forward framing is truly understanding what it looks like after you’ve achieved your goal.
When you understand where you want to get to, look at how you’re going to get there by finding the problems and see how far away you are.

BEST MOMENTS

‘You have to start with the problem’

‘The thirstier you can make them, the easier it will be’

‘It’s not about solving problems; it’s about finding them.’

VALUABLE RESOURCES

ABOUT THE HOST

For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.

In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.

Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

CONTACT METHOD

You can contact Lee Houghton on 07813342194

en-GBNovember 25, 2019

Holding up a Mirror

‘Have a look in the mirror and ask yourself how much of an impact you have on the team you lead.’

In this episode Lee explains the importance of not pointing the necessarily at your team but looking at what you can do yourself. This is to help develop them so you can all work towards the same end vision.

KEY TAKEAWAYS

Irrelevant of the amount of time you’ve been in your position for, be aware that all of your actions have an impact on the team you lead.
It’s a lot easier for people to point their finger at someone else at what they’re not doing right. But it’s easier to point that finger back at yourself when there’s a mirror in front of you.
You need to consider whether you all have the same clarity of the vision you all should have.
Consider the impact you’re having on other people before you try to point your finger at anyone or you say anything.
You have to work with what you’ve got in majority of situations and you don’t get a choice. So it’s important to have a look at yourself before anyone in your team.
It’s about making people and developing them so that you’re all working towards the same end goal.
Understand where your focus is, ensure it’s on making people not pointing your finger at them or things that don’t work.

BEST MOMENTS

‘How often do you look in the mirror?’

‘People have a different interpretation of impact’

‘Are you staying true to the direction you’re going in’.

‘They make products by making people’.

VALUABLE RESOURCES

ABOUT THE HOST

For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.

In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.

Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

CONTACT METHOD

You can contact Lee Houghton on 07813342194

en-GBNovember 18, 2019

You Can Do It Too – With Richard McCann

Today Lee talks to Richard McCann, one of business, and life’s great survivors, who’s overcome horrifying personal tragedy to raise himself up to the top. In the wake of tragedy, Richard discovered a resilience he never knew possible, and recognises his path back as the making of himself.

In this very special episode, Richard discusses his incredible story, his outlook, his vision, how to overcome your fears, and his top presentation tips!

KEY TAKEAWAYS

In the wake of his mother’s death, who was killed at the hands of the Yorkshire Ripper, Peter Sutcliffe, Richard found himself falling into a spiral of depression and self-abuse.
Pulling himself out of this dark beginning began in earnest when he emerged from prison in 1997 and fought past suicidal feelings in order to write his story so far. This started him on the road to prosperity and success.
Repetition is the best tutor. Your brain learns through experience. The more you do anything, the more you learn that it’s nothing to be scared of. This is how Richard became such a successful speaker.
A motivational speaker is someone who can tell a story in such a way that it inspires the listener to apply the key lessons to their own lives, and to feel improvement in some way.
If you knew your time was limited, what would you do with it? We only have so much time here, and yet we waste days so often. We should treat each day with care.
The key areas of public speaking are:
- Eye Contact - Make your audience feel as though you are speaking to them personally. Meet their eyes for a few seconds.
- Vocal Variety - Raise your voice, slow it down, add speed and variety. It keeps the passion alive in the content.
- Storytelling – People need stories in order to remain engaged. It ensures that the listener uses their imagination.

BEST MOMENTS

‘I love Mondays!’

‘When you join all those turning points together, it makes a massive difference in your life’

‘If you’re scared of spiders then keep holding them. You soon learn that there’s nothing to be scared of’

‘Everyone has a story’

’So what!’

‘He got comfortable with being uncomfortable’

VALUABLE RESOURCES

http://www.icanlive.co.uk

ABOUT THE GUEST

Richard McCann is one of the UK’s leading inspirational speakers, having now delivered over 2500 presentations globally. He’s a multi-award-winning speaker as well as a Times no.1 bestselling author.

His ‘You Can Do It’ keynote presentation centres on the fact that no matter how difficult life gets, there is a way through it, and no matter how serious the challenge becomes, anything is possible with the right mindset. It’s a talk that everyone can take something from, whether or not they are experiencing change, adversity or just the pressures of living day to day.

Richard was born into poverty, listed on the "At Risk" register and then lost his mother when he was just five years old. That led to a brief placement in a children's home until he went to live with his estranged and often violent father. After leaving school with no qualifications, low self-esteem and little confidence, he joined the army. When that didn't turn out well and he was kicked out, he turned to drugs before finally reaching rock bottom, a failed suicide pact with his sister.

Richard’s turnaround has been remarkable, but whilst sharing his story, Richard inspires audience members to look at their own lives in a different way. He allows them to put their own challenges into perspective and understand their own potential inside.

Richards websites:

http://www.richardmccann.co.uk

ABOUT THE HOST

For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.

In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.

Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

CONTACT METHOD

You can contact Lee Houghton on 07813342194

en-GBNovember 11, 2019

Break the Rules

It doesn’t mean that ALL rules will work out fine every time in the long run. You need to acknowledge the fact that even though they’re placed in the environment or situation you’re in, they can be flawed too. There are times that you got to break them rules!

In this episode of the Business Problem Solved Podcast, Lee shares some stories of successful individuals who needed to question the existing rules and devise a new plan just to get to their destination. He tells the stories of Cliff Young who broke the rules, but broke a record, Arnold Schwarzenegger who lives by this motto, and the book he’s read recently.

KEY TAKEAWAYS

Rules help a home, a workplace, an event, a game, a meetup, or whatever, to make things more orderly.
Sometimes, rules can be the very reason why you’re not moving forward. Yes, it is there to help you make plans and decisions easily, but what if the situation changes due to some factors? There’s no reason to stay on a path that isn’t working of you anymore.
Cliff Young is a great example of how breaking rules absolutely helped him in his life. He was known for being an ultramarathon winner at 61, but before that, he was a potato farmer. He broke so many rules. He ran through the night, and during the marathon, he didn’t wear the usual sportswear—he wore dungarees.

BEST MOMENTS

“Rules are not truce. They’re convenient shorthand for the truth.”
“What rules can you break? What rules can you overcome?”

VALUABLE RESOURCES

Free Content from the 50th episode! ly/BPSP50
How to Think Like Einstein: Simple Ways to Break the Rules and Discover Your Hidden Genius by Scott D. Thorpe

ABOUT THE HOST

For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.

In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.

Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

CONTACT METHOD

You can contact Lee Houghton on: 07813342194

Website: Lee@leehoughton.com

LinkedIn: www.linkedin.com/in/lhoughton/

Facebook: www.facebook.com/THEBusinessProblemSolver/

Twitter: https://twitter.com/BusiProbsSolved

Instagram: www.instagram.com/the_business_problem_solver/?hl=en

YouTube: https://www.youtube.com/channel/UCsf0YC2_ZBuhtC_s-AbHaDw

en-GBNovember 04, 2019

Being Your Authentic Self With Angela Cox

Welcome to Business Problem Solved Podcast!

In this episode, Lee talks to Angela Cox, an award-winning Life & Business Coach. Angela has also published books that have inspire other people to take care of their physical and mental health. Aside from this, Angela is known for having an unconventional (and yet very effective) approach when helping businesses thrive and grow. She lets us in how empathy and balance in each individual can help the business in the long run. She also shares her personal stories and some insights about self-talk, reframing negative thoughts, and preventing self-sabotage. You also get to meet Miss Meddler, her inner critic, so tune in.

KEY TAKEAWAYS

Angela was diagnosed with post-traumatic stress disorder (PTSD) in 2017 caused by childhood trauma. When she was building her career, having such mental health disorder was trickier compared to other people. And to add, she was also a known mentor in her organisation. So, she had to put in the effort and fight every day.
After recognising how difficult it was to keep up with life under such diagnosis, she wants to help others are on the same journey as she is. That’s why she prefers mentoring over coaching—some people need the guidance while they traverse their journey.
People who self-sabotage consume things excessively and hurt others. They hate to intimacy and are afraid to mess things up.
Angela believes in the power of self-talk. She actually has an alter ego/the voice in her head who helps her understand and balance things, so she can act mindfully.
STARS – Angela’s trick on how to reframe negative thoughts in the moment.
- Step back.
- Train your lungs.
- Acknowledge how you feel.
- Reframe it.
- Say it out loud.
What’s the #1 business problem that need to be solved? According to Angela, it’s the lack of authenticity. Many are subservient, which is not a forward-looking trait at all.
- How does one become authentic? Lean on to who you are. Get comfortable in making mistakes.

BEST MOMENTS

“Happiness comes from inside of us.”
“Nobody can make you feel small.”
“Self-talk is where it all starts.”
“You’ll know at your deepest core level that you’re not showing as yourself.”

VALUABLE RESOURCES

Free Content from the 50th episode! ly/BPSP50
Enough: This book proves you can achieve anything if you believe you are Enough by Angela Cox | https://www.amazon.co.uk/Enough-proves-achieve-anything-believe-ebook/dp/B07D3RZH8J

ABOUT THE GUEST

Angela Cox is an award-winning behavioural change Life & Business Coach and a best-selling self-help author. She’s got clients around the globe who she offers her expertise in personal coaching, stress & burnout management, business coaching, mindset developing, and many more.

Official Website - https://angela-cox.co.uk/
Instagram – https://www.instagram.com/coxange78/
Facebook - https://www.facebook.com/mindsetmentorangelacox/

ABOUT THE HOST

For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.

In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.

Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

CONTACT METHOD

You can contact Lee Houghton on: 07813342194

Website: Lee@leehoughton.com

LinkedIn: www.linkedin.com/in/lhoughton/

Facebook: www.facebook.com/THEBusinessProblemSolver/

Twitter: https://twitter.com/BusiProbsSolved

Instagram: www.instagram.com/the_business_problem_solver/?hl=en

YouTube: https://www.youtube.com/channel/UCsf0YC2_ZBuhtC_s-AbHaDw

en-GBOctober 28, 2019

THE BIG FIVE 0 - Summary & Gift!

FREE VIDEO LINK:

bit.ly/BPSP50

This is a special episode as it’s the 50th! In celebration of reaching the 50th episode Lee will be giving away some more great content in the bit.ly link down below. Alongside this in this podcast episode he will be recapping on the knowledge shared so far throughout his podcast.

KEY TAKEAWAYS

We’ve covered the 5 D’s which are so important because when I’ve dissected change initiatives it’s come down to these five things.
The three life lessons from Lee’s friend Chris showed us what important things he’d learned once reflecting on his life.
Happiness has been a topic of discussion on several of this podcasts episodes. Lee’s asked you how happy you are and then given several tips on how you could improve your happiness.
50% - 60% of you said you were ok. 35% of people said that they were happy. 10% - 15% of people said they were unhappy. When we asked how often you want to be happy the answer is always between 80% - 100%.

You have a choice of whether you’re happy, sad, angry or disappointed etc… at something. So your thinking drives your behaviour because you have a choice.
The definition of culture is everything that happens behind closed doors. If you’re a leader, then you’re responsible for the environment you set.
Finding problems is more important than solving problems. Don’t measure your success on the number of problems you solve but instead, the number of problems you can find.
When you set a goal then make sure you have an emotional attachment to them because you’re more likely to achieve them.

BEST MOMENTS

‘Always be yourself. Make good friends. Time is limited’.

‘You shouldn’t try to be the best in the world. You should try to be the only person’.

‘Be authentic, there’s only one you’.

‘How long and how much do you allow things to effect how happy you are’.

‘Make products by making people’.

VALUABLE RESOURCES

Bit.ly/BPSP50

ABOUT THE HOST

For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.

In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.

Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

CONTACT METHOD

You can contact Lee Houghton on 07813342194

en-GBOctober 20, 2019

Is This The Secret To Personal And Business Success?

In this episode, Lee talks you through one of the most important D’s in his 5D Change Model, and the key component which he believes, has led many on the road to their own personal and business success.

There are many processes, formed and perfected by those who have trod the path before us. Today Lee leads you through several examples, looking for the definable connection between them all that may take you toward the path to success.

KEY TAKEAWAYS

Lee's 5 D’s:
- Desire / Discover / Dedication / Deliberate Action / Delivery
Arnold Schwarzenegger’s Six-Step Model is:
- Trust yourself and set a vision / Think big and don’t be afraid to fail / Work your butt off / Ignore the naysayers / Break the rules / Give back
Napoleon Hill’s 13-Principles:
- Desire / Faith / Auto-Suggestion / Specialised Knowledge / Imagination / Organised Planning / Decision / Persistence / Power Of The Mastermind / Transmutation / Subconscious Mind / The Brain / The Sixth Sense
Kotter’s 8-Step Change Model:
- Creating Urgency / Forming A Coalition / Creating A Vision / Communicating That Vision / Empowering Action / Creating Quick Wins / Building On The Change / Making It Stick
What these processes all seem to have in common is the creation and desire early on, as well as an emotional journey throughout.
If you lead a team, or if you’re introducing a change, is there a desired destination? Is there an emotional resonance that will lead people toward that destination?
If you want to know how your team feels about change, then ask them. What are the things they’re happy about? What are the things they’d like to stop doing? What would they like to start doing?

BEST MOMENTS

‘What all of those have got in common is creating and having desire’

‘Do you have clarity in where you want to get to?’

‘What are the things that they would like to stop doing?’

’They all start with understanding where you want to get to'

’Start with the end in mind'

VALUABLE RESOURCES

ABOUT THE HOST

For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.

In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.

Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

CONTACT METHOD

You can contact Lee Houghton on 07813342194

en-GBOctober 13, 2019

The Power Of Moments – with James Perryman

James Perryman’s career was born in the corporate world. But after experiencing disillusionment at the culture there, he soon came to realise that something was missing. Hard work was not being recognised. But how to ensure that this happened?

After dealing with mental health issues stemming from his experiences in business, James decided to try a different approach, and now spends his time helping businesses to understand why their teams aren’t performing to their full potential, and how they can turn their businesses around.

James joins Lee today to discuss his journey, the true meaning of culture, and the practical ways in which you can take your business to the next level. And there might even be a bad joke or two along the way…

KEY TAKEAWAYS

James was a part of corporate life for over twenty years, and felt frustration at the lack of opportunities offered in return for his endeavours. He soon came to realise that his network was ill-matched, and that the culture of business at that time was not conducive to rewarding hard work.
It’s very easy to procrastinate when it comes to your physical health. You can tell yourself you’re too busy to exercise, and that you don’t have time to take care of yourself, especially if business is going well. But you need to take your opportunities where you can. Walk. Jog. Move whenever you can.
Culture is about the story of your business. It’s about how your business looks to new eyes, and how they would see your business working.
The biggest problem that needs to be solved, in James’s opinion, is that businesses don’t seem to enable people to take control of their own career, and to give them a sense of agency when it comes to development.
Giving people time and space will empower your people to such an extent that they will end up using their own time to concentrate upon personal development. Making it engaging, and part of their own personal initiative, will turn it into a passion instead of a chore.

BEST MOMENTS

‘You’ve got to do good work. You've got to do well. But you’ve got to let people know you want to progress’

‘A moment is really significant’

‘It’s about your mentality and your approach’

‘You’ve got to have a really exciting story to tell’

‘I’m going to say… fruit'

VALUABLE RESOURCES

Momentus - https://momentus.uk.com/about/

James Perryman LinkedIn - https://www.linkedin.com/in/jamesperryman1/?originalSubdomain=uk

ABOUT THE HOST

For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.

In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.

Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

CONTACT METHOD

You can contact Lee Houghton on 07813342194

en-GBOctober 06, 2019

The ‘Lean’ Strategy, looking for and solving problems in business - `interview with Michael Balle, bestselling author

‘To make products we have to make people’ I’ve been studying that phrase my entire life’

In this episode, Lee is speaking with Michael Balle, bestselling author and executive coach with twenty years of experience in Lean research and practice.

Lee and Michael discuss how the ‘lean’ strategy works in business, why it is so different and how it can positively change your business and success.

They explore what ‘lean’ is, being people-centric and learning from everyone in this fascinating interview which has something for everyone in business, listen in now to find out how to engage and involve others effectively.

KEY TAKEAWAYS

The ‘lean’ strategy

Most consultants are obsessed with the idea of the process and they do a blend of reengineering and lean.

They look to improve and accelerate the process but it has nothing to do with the people. Brilliant leaders are expected to have a brilliant strategy and execute it. Lean thinkers start not by solving problems but by finding problems.

Some problems are structural and they will always be there but if you face them and build your strategy on this thinking you will be altering the way your mindset when approaching problems.

We are implicitly taught to be masters of our fate but if we look at the world in a more Asian way we recognise we are challenged by the world around us and it’s about the way in which we respond and how we learn from our responses that develops our thinking.

In ‘lean’ the helicopter mode involves looking at a situation with the widest view and then in the minutest detail.

The process of moving up and down from the big picture to the smallest detail promotes interaction between management and the people on the front line.

Trust

When you create trust both elements bring different things and this results everyone being able to see things in a very different way.

We are biased to trust people we like and when we meet people we ask ourselves what are the other persons’ intentions towards me? can they carry it out and are they dependable?

Growth mindset people think that doing something new and learning is worth doing whilst fixed mindset individuals already think they know everything they need and are concerned with how they are viewed by others. In a team with trust, the individuals will understand the different individual viewpoints.

Problem-solving is the place where trust will happen as a result of people working together and learning to understand each other.

The challenge

There is a layer of cost in business that is caused by our misconceptions it's not what you don’t know it’s what you think is true that isn’t – your misconceptions.

In ‘lean’ you discover your misconceptions.

The key to ‘Lean’

It is a thinking strategy, a cognitive strategy it’s the way you go about solving problems, not the solution you can apply.

It’s a set of tools you can use on yourself to discover things you didn’t know before.

In the lean strategy; You begin by finding problems, You face the big problems, You frame them in a way everyone understands, Everyone can participate in solving the problems.

It’s a people-centric strategy.

It’s a more human way to run companies - people are more engaged and involved in their company.

In order to learn you have to treat problems and people as singular, in doing this you deepen your understanding humanly which gives you new insights.

You don’t apply ‘Lean’ you practise ‘Lean thinking’ and you see your own perspective on things change radically.

BEST MOMENTS

‘The bottom-up or top-down approach is completely in the old paradigm’

‘Every Lean tool in Toyota is a tool to help you think more deeply about the problem. When you learn to think more deeply about the problem you can think more deeply about everything else’

‘We could teach everyone to think differently in order to be able to solve the problems’

VALUABLE RESOURCES

Business Problems Solved Podcast

The lean Strategy book by Michael Balle, Daniel Jones, Jacques Chaize, Orest Fiume

The Lean Strategy website

ABOUT THE HOST

For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.

In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.

Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

CONTACT METHOD

You can contact Lee Houghton on 07813342194

Lee@leehoughton.com

https://www.linkedin.com/in/lhoughton/

en-GBSeptember 30, 2019

Are You Looking Forwards or Backwards?

In this episode of Business Problems Solved Lee discusses the importance of looking forward rather than backwards and how it can have an impact on your leadership and team. Lee also explains the way in which you should do this, listen to this episode to find out more…

KEY TAKEAWAYS

How much time do you spend looking forward compared to time spent looking backwards?
When we asked people whether they believed their meetings were focused on the future or the past, 90% of people said the past. These meetings were often based around performance.
If you’re a leader of a team or a business owner, you should be looking forward as much as possible. Yes, you may need to look into the certain details from the past however the majority of your time should be looking forward.
Review how much time you’re spending looking forward compared to how much time you’re looking backwards.
Try to look 90% forward and 10% backwards. Set a direction and navigate around new problems for today.
Yes, you still need to reflect and look back but only to help you come to a conclusion of how you’re going to over come your problems for today.

BEST MOMENTS

‘You should be looking forward as often as possible if you’re a leader.’

‘You should be focusing on today and now’.

‘Look forward more.’

VALUABLE RESOURCES

ABOUT THE HOST

For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.

In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.

Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

CONTACT METHOD

You can contact Lee Houghton on 07813342194

en-GBSeptember 22, 2019

Rules For Rockstars – with James Dodkins

Lee talks to James Dodkins, known throughout the business world as “the customer experience rockstar”.

James has founded Rockstar CX, and has travelled the world to talk to people about his two passions, rock music and customer experience, energising and empowering his many clients, including Disney, Microsoft, Lego and IBM, about how they can deliver a “Rockstar” customer experience of their own.

Listen as James shares his story, his ideas and his experience with you, in this very inspiring “one night only” gig…

KEY TAKEAWAYS

Everything that James learned about the business world came from the music world, while he was part of a successful rock band. As such, he invented his business persona based on his own view of them.
When James decided to shed this invented image and apply his own touch to business, he found true success and happiness.
A customer experience is the sum of the interactions, the thoughts, the memories and feelings that they experience on the journey towards achieving a particular goal, while dealing with your company along the way.
It’s important to remember that we should be considering not their interaction with our company, but with the ones who’ve come before and will come afterwards. Each experience impacts the next.
People should stop asking their customers what they want. Businesses should understand their customers at such a deep level that they know what their customers need.
There are certain ways of talking to customers. But we should also talk to the people who are serving them. Talk to the people who interact with your customers on a daily basis.
Proactive Experience Recovery (PXR) is something all companies can be doing more of. It is the pre-emptive recovery of a negative experience by a customer, that often results in good will.
In order to use PXR effectively we must:
- Identify the things that cause dissatisfaction
- Monitor the experience in the experience
- Communicate to the customer that you are aware of issues
- Put it right.

BEST MOMENTS

‘It’s kinda the same, but people don’t buy you beer as often’

‘You shouldn’t try to the best in the world at what you do. You should try to be the only person in the world who can do what you do’

‘In order to achieve a successful outcome, what they need is very, very different to what they want’

‘Don’t listen to ABBA. Don’t eat olives'

VALUABLE RESOURCES

Twitter: @JDODKINS - https://twitter.com/jdodkins

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

Instagram: @thecxrockstar - https://www.instagram.com/thecxrockstar/

Rockstar CX - https://www.rockstar.cx

ABOUT THE GUEST

James used to be an actual, real life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums and tore up stages all over the world, James uses this unique experience to energize, empower and inspire his clients and their teams as a 'Customer Experience Rockstar’.

Not only is he an international keynote speaker, #1 Best Selling author and host of Amazon Prime’s ‘This Week In CX’, James is one of the world’s top customer experience influencers and content creators.

ABOUT THE HOST

For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.

In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.

Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

CONTACT METHOD

You can contact Lee Houghton on 07813342194

en-GBSeptember 15, 2019

2 Questions ANSWERED About Problem Solving

Lee answers 2 questions that he is commonly asked in regards to problem solving. One of which is whether they are solving enough problems. Listen to this episode of Business Problems Solved to find out more…

KEY TAKEAWAYS

Are we solving enough problems?
Having meetings are for discussing what went well and what didn’t go well and how you can prevent things not going well again.
In these meetings have a look at whether they’re actually identifying problems to solve.
If you’re running into the same problems day in day out, try to understand why you’re not discovering new problems.
How much data is enough data to have a problem solving event?
This depends on the size of the problem you’re looking to solve. If you have data that points you in the direction of where a problem has occurred, then that’s enough data to start problem solving.
Understand by going to see the areas where there are issues.
Sometimes one person’s opinion is enough to understand.

BEST MOMENTS

‘In order to solve problems, you need to find problems that you can solve effectively.’

‘Make sure you have the system set up right to enable you to find problems to solve.’

‘If you’re asking whether you’re solving enough problems, the answer is no you’re not finding enough problems.

‘Problems aren’t solved in meetings; problems are solved in the the workplace’

‘You don’t know whether that’s a perceived problem or a real problem until you see yourself.’

VALUABLE RESOURCES

ABOUT THE HOST

For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.

In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.

Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

CONTACT METHOD

You can contact Lee Houghton on 07813342194

en-GBSeptember 08, 2019

What Is Success? – With Sonya Looney

Lee talks to Sonya Looney, World Champion Mountain Biker, Writer, Podcaster, Professional Athlete, Keynote Speaker, Apparel Designer and Author!

Sonya has joined Lee to talk about the value of figuring out your journey as you go, the importance of remembering your purpose, how to set effective goals, and the empowering stories from her own life that have contributed to her inspiring success.

KEY TAKEAWAYS

Be willing to figure out your journey as you go. The job you have is not necessarily the one that defines you. Who know what\’s around the next corner?
Define your purpose. What do people want from you? It’s important to remember why people are reaching out or following you on social media or in life, and making sure you deliver.
Remember that some things in life are in your control, but so much of it isn’t Chasing downloads, or aiming for a number of Facebook Likes is something of a lottery and depends not on you, but on other people. Work on the things you can control.
Confidence comes from small glimpses of what you’re capable of. That’s why perseverance is key.
Comparison can be helpful, especially when you’re starting out. But it can lead to un-healthiness in lots of ways. You need to become comfortable in your own skin and make your journey as original as possible.
Getting started in business, as well as scaling it when it does begin to grow, are the main problems that need to be solved in business. Scaling, in particular, is a huge challenge. It’s the point at which your idea, your project, becomes the project of so many others.
Mindfulness and meditation are a wonderful tool that enable you to recognise the voices in your head. Listening to, and feeding, the negative voices there will lead to a more negative existence.
Be aware of what your passion is costing you. You can overdose on the things you love, which can lead to burnout. Love the things you love.
Focus on creating content that will help people, and if you’re adding value, instead of chasing numbers, then people will come!

BEST MOMENTS

‘It might be easier to ask you what you don’t do’

‘Changing people’s lives is really powerful’

’Those are the things that change your life, not the outcomes’

‘You have to work up to the bigger things by taking on the smaller things’

‘Which wolf wins? Whichever wolf you feed'

VALUABLE RESOURCES

Sonya’s Website - https://www.sonyalooney.com/sonyas-story/

The Sonya Looney Show - https://podcasts.apple.com/gb/podcast/the-sonya-looney-show/id1233067098

ABOUT THE HOST

For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.

In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.

Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

CONTACT METHOD

You can contact Lee Houghton on 07813342194

en-GBSeptember 01, 2019

Difference between being GOOD and GREAT

In this episode Lee explains exactly what makes people great at performing or doing what they do and how you can apply it into your personal or professional life. He also covers how you can get people to remember things that you want them to remember, especially when performing on stage.

KEY TAKEAWAYS

How many times have you been surprised when watching a talent show then wondered why the ‘best’ singer hasn’t won?
There’s 2 types of emotion in this regard, the emotion that you feel and the emotion that you make other people feel.
If you’re going to achieve your goals you have to attach a piece of music that you have a emotional attachment to, so you feel something.
A desire is stronger than a want or need because you have an emotional attachment to that thing. So the lessons you teach should have emotion attached to them so your audience remembers clearly what’s been discussed.

If you can get your audience to resonate with your message and story you’re getting across and you want them to feel as much emotion as possible. The more emotion, the better the performance.
If you can get your customers or staff to feel emotion towards your business, then they’re more likely to be motivated to buy into your business.
If you want to be great, then the key is getting people to feel positive emotions.

BEST MOMENTS

‘If it was me I’d remove the letter X from Xfactor and replace it with ‘emotion’’

‘Link emotion to your goals.’

‘Take your audience on an emotional roller coaster.’

‘The difference between being good or being great is emotion’

VALUABLE RESOURCES

Liquid Thinker
The Barcelona Way by Damian Hughes
The Winning Mindset: What Sport Can Teach Us About Great Leadership

ABOUT THE GUEST

Professor Damian Hughes is an international speaker and bestselling author who combines his practical and academic background within sport, organisational development and change psychology, to help organisations and teams to create a high performing culture.

He is the author of eight best-selling business books, including Liquid Thinking, Liquid Leadership, How to Change Absolutely Anything, How to Think Like Sir Alex Ferguson, The Five STEPS to a Winning Mindset and The Barcelona Way: Unlocking the DNA of a Winning Culture. He has also been nominated for the 2007 William Hill Sports book of the year award for Peerless, his biography of boxing great Sugar Ray Robinson. In 2009, he co-authored a critically acclaimed biography of boxing legend, Thomas Hearns in Hitman: the Thomas Hearns Story. In 2013, his latest biography, Marvelous Marvin Hagler became the UK’s bestselling sports biography.

He was appointed as a Professor of Organisational Psychology and Change for Manchester Metropolitan University in September 2010.

He is currently serving as a member of the coaching team for Scotland Rugby Union and Canberra Raiders.

His innovative and exciting approach has been praised by Sir Richard Branson, Muhammad Ali, Sir Terry Leahy, Sir Roger Bannister, Tiger Woods, Jonny Wilkinson and Sir Alex Ferguson.

ABOUT THE HOST

For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.

In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.

Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

CONTACT METHOD

You can contact Lee Houghton on: 07813342194

Website: Lee@leehoughton.com

LinkedIn: www.linkedin.com/in/lhoughton/

Facebook: www.facebook.com/THEBusinessProblemSolver/

Twitter: https://twitter.com/BusiProbsSolved

Instagram: www.instagram.com/the_business_problem_solver/?hl=en

YouTube: https://www.youtube.com/channel/UCsf0YC2_ZBuhtC_s-AbHaDw

en-GBAugust 25, 2019

Learning 'The Barcelona Way' With Damian Hughes

We don't always notice it, but every business has its own culture.

Your business culture can easily tell you how you’re progressing in achieving your business goal. The truth is, if it does not encourage creativity, commitment, and dedication, then don’t expect high performance from your team. So, how do we change this if we see this happening?

In this episode of the Business Problem Solved, Professor Damian Hughes talks to Lee about how we can create and maintain healthy company culture. Meeting your business objectives will come easier if you incorporate Damian’s strategies. Discover today how you should act as a leader, who you should select for your core cultural architects, why choose the commitment culture among others, what’s the importance of every individual’s soft skills, and many more.

KEY TAKEAWAYS

What is culture? Culture is how people behave when no one’s watching. It’s not about having support or necessary punitive measures in place. It’s about being transparent on how people should behave like.
People is always at the centre of how stuff work inside your business. Learning how to manage your team and communicating with them effectively will bring great benefit to attaining business goals.
Being patient while providing substantial leadership is very important if you want to keep a team that is always hungry for success.
Remember that when you take risk, it’s either you win or not. But never think you and your team didn’t get any value from it. There is learning and growing that happened when you made that step.
Soft skills (based on personality) are as important as the hard skills (based on technical knowledge). This is the #1 problem that businesses face—they undermine its importance.
Cultural architects are people who ‘carry’ the culture. They pass it on to people. They based their solutions and decisions on their identity. But be careful on choosing your own cultural architects so you get your desired outcome.
Decision paralysis can be prevented if we limit the choices. Ambiguity is not good for your business. Communicate with them the top key things that they should focus to attain.
Commitment Culture is the most sustainable type of culture; it results to a more guaranteed success. Commitment culture is having behaviours and a clear sense of purpose. Th 3 levels of Commitment are rationalisation, desperation, and inspiration.

BEST MOMENTS

“Talent is the first step in getting in an organisation—behaviour and culture are what keeps you there.”
“My job is to almost help the coaches create that environment where people feel they can come in, flourish, and perform their best.”
“How do you think you will get better and make great leaps of improvement if most of the performance are driven by the soft skills and you don’t spend enough time in that area?”
“If you want to change the culture, you don’t need to change everybody—you just need a core group of cultural architects.”
“It isn’t about confronting bad behaviours, it’s about rewarding good behaviours as well.”

VALUABLE RESOURCES

ABOUT THE GUEST

He was appointed as a Professor of Organisational Psychology and Change for Manchester Metropolitan University in September 2010.

He is currently serving as a member of the coaching team for Scotland Rugby Union and Canberra Raiders.

His innovative and exciting approach has been praised by Sir Richard Branson, Muhammad Ali, Sir Terry Leahy, Sir Roger Bannister, Tiger Woods, Jonny Wilkinson and Sir Alex Ferguson.

ABOUT THE HOST

For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.

In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.

Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

CONTACT METHOD

You can contact Lee Houghton on: 07813342194

Website: Lee@leehoughton.com

LinkedIn: www.linkedin.com/in/lhoughton/

Facebook: www.facebook.com/THEBusinessProblemSolver/

Twitter: https://twitter.com/BusiProbsSolved

Instagram: www.instagram.com/the_business_problem_solver/?hl=en

YouTube: https://www.youtube.com/channel/UCsf0YC2_ZBuhtC_s-AbHaDw

en-GBAugust 18, 2019

How Happy Are You?

In this episode of Business Problems Solved Lee discusses a recent observation he made that relates performance with happiness. Listen into this episode for tips on how to improve your happiness and performance…

KEY TAKEAWAYS

Think back to one of the 5 D’s – Desire, have the desire to be happy.
Recently Lee asked a group of people how happy they were. 30% said they were happy, 50% said they were ok and the other 20% said they weren’t happy.
Lee then continued to ask what percentage of time would someone want to be happy and majority said 80%.
In order to become happy or improve happiness, try to recognise what makes you happy and do more of that.
Very little people were doing anything to improve their happiness.
Starting something new and keeping up the same momentum as when you started that thing can help improve happiness.
Ask yourself are you putting yourself first or your business first. Ensure you’ve got the right balance.

BEST MOMENTS

‘What things are you doing that make you happier right now?’

‘How often do you put aside the things that you want to do for you?’

‘If you’re happier in yourself and have a happier state of mind, you’re more likely to perform better.’

VALUABLE RESOURCES

http://i2ihq.com

ABOUT THE HOST

For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.

In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.

Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

CONTACT METHOD

You can contact Lee Houghton on 07813342194

en-GBAugust 11, 2019

From Impossible To Inevitable – with Michael Finnigan

In this episode, Lee is in conversation with Michael Finnigan, a proud descendant of Chorley in Lancashire, and one of the standout business coaches around today. His boundless enthusiasm, incredible wealth of insights, and optimistic energy instantly marks Michael out as a coach that businesses and entrepreneurs want to work with.

In today’s show, Michael talks about his incredible journey so far, the unbelievable opportunity that began his road to success, his “impossible-to-inevitable” system, and the infectious joy he finds in helping people to achieve their potential.

KEY TAKEAWAYS

Michael’s experiences have ranged from working with Russell Crowe’s Australian rugby team, to the Manchester United Football squad; from working alongside the British Army to helping Rolls-Royce achieve a 1.2 billion pound profit.
Michael’s big chance came when he was plucked from obscurity to become the protégée of a pair of billionaire business minds, who saw in Michael something special. Since then he has continued to carry on their legacy of making sure the world is being made a better place.
Michaels’ programme is called I-To-I, Impossible To Inevitable. His main focus is to take people with goals that others may consider impossible to achieve, and then create a mindset of inevitability that simply make these goals happen.
Michael’s first real client was snooker player, Jimmy White, whose life was in tatters. Taking on such a high-profile client at the very beginning would have daunted many people, but Michael believed in himself so much that the fame of the client didn’t matter. This self-belief, couple with a little luck, has been the main driver in Michael’s incredible career.
One of the core concepts behind Michael’s business is that his clients will always be supported, no matter what the issue and no matter how much time has passed.
It’s a strange but common phenomenon that the smaller the crisis, the longer we spend in anxiety over it. If it’s a large crisis, we set ourselves to action and get it solved. Too many people spend too long seeking recriminations for smaller problems.
As a leader, it’s your job to unlock the potential of your employees. Don’t let them settle for what they can do, but aim for what you know is possible.
A bad day is a choice. There’s no such thing as a bad day, only a bad hour. Worrying and defeat are in your control, and don’t help to solve anything.
You’re always better off going big. Our greatest fear is not that we’re inadequate. Our greatest fear is that we’re powerful beyond measure. Playing small does not serve the world.

BEST MOMENTS

‘I work with people on the psychology of excellence’

’The curse is to be reasonably good at something - you’re not bad enough to be fired, but you’re not good enough to be able to tell yourself that this is why you were put on the earth’

‘You’re a bit young for a mid-life crisis’

‘We’re partner. You’ve invested in me. I’m going to be there when you need me’

‘You’re going to be brave, strong, dynamic, clever!'

‘Boldness has magic, mystery and means in it’

VALUABLE RESOURCES

http://i2ihq.com

ABOUT THE HOST

For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.

In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.

Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

CONTACT METHOD

You can contact Lee Houghton on 07813342194

en-GBAugust 04, 2019

Changing A Culture

In this episode of Business Problems Solved Lee discusses how to change a company’s culture by understanding what exactly what good culture is, what causes good or bad culture and the small changes you can make to people’s thoughts and behaviours within an organisation.

KEY TAKEAWAYS

It is far easier to change a small company’s culture than a big company’s, simply due to the fact that you need to change more people’s thoughts and behaviours.
Understand what good culture looks like. Having a routine of good habits in a company is a great way to achieve a highly effective culture, stacking a combination of good habits will feed new habits which will, in turn, improve company standards.
Understand where you are now. Try walking around your business to get a feel of how people act and behave when you’re not around, this will give you an insight as to where improvements can be made and which behaviours can be challenged.
Understand the thinking that has driven the current state. Consider how your leadership style could be a direct reflection of the environment and current culture of the business, think about what you can change about yourself, develop a strategy to change the way of thinking.

BEST MOMENTS

‘To change a habit you need to change people’s thoughts’
‘Culture is what people do when nobody is looking’
‘One habit leads to another habit’
‘Changing culture starts with you, the leader’
‘When you can understand the thinking that has created the environment, then you can challenge and change’

VALUABLE RESOURCES

ABOUT THE HOST

For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.

In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.

Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

CONTACT METHOD

You can contact Lee Houghton on 07813342194

mailto:Lee@get.knowledge.co.uk

en-GBJuly 28, 2019

Krystyna Lennon- The Worlds BEST Hypnotist

Marketing strategies uses hypnotism. Tony Robbins is a hypnotist. Everybody can be hypnotised almost every day. Do you believe?

In this episode of the Business Problems Solved Podcast, Lee interviews Krystyna Lennon, tagged as the World’s Best Hypnotist by CBS and also an international coach and speaker, about how hypnosis can help bring forward solutions to some business problems. Hypnotherapy brings clarity and focus on your goals, so you can do things effectively. And, if you have limiting beliefs, which are holding you back, start identifying and avoiding them. Discover more about how it works and what are its benefits today when you tune in.

KEY TAKEAWAYS

Krystyna used to suffer from anxiety and depression, but counselling didn’t really cure them. So, she explored the realms of hypnotherapy. Also, hypnotherapy helped her have a pain-free delivery with her son.
Identify your limiting beliefs. What happened to you in the past that has caused to lower your self-esteem and confidence doesn’t have to be your template for now and your future.
Is hypnosis real? It’s proven to have worked already. Everybody can be hypnotised.
Krystyna’s advice for businesses: Have an unstoppable mindset and remove all limiting beliefs.
- Krystyna has noticed how businesses price their services too low or too high relative to the quality of what they offer.
It’s easier to convince your audience if you link emotions. It becomes more familiar to them so it’s more effective.

BEST MOMENTS

“If you have the skills and the knowledge that other people have but you aren’t earning as much as them, then there’s something wrong with your mindset.”
“Your thoughts actually are creating how you feel.”
“We are our thoughts. You can think yourself of being happy, strong, and confident.”
“Advice in general is terrible unless you know your subject.”

VALUABLE RESOURCES

https://krystynalennon.co.uk/

ABOUT THE GUEST

Krystyna is an inspirational and motivational speaker.

Her ‘Take Back Control’ methodology is used to alleviate anxieties, fears and self-sabotage and move through to clarity, direction and success.

She regularly gets booked by many of the top corporations because her ‘Take Back Control’ talk, Training and one to ones, will give you practical, easy to implement transferable techniques that instantly deliver results and drive business performance.

Krystyna has 20 years of executive coaching experience working with the world’s best brands to initiate change, inspire innovation and deliver growth.

(Source: https://krystynalennon.co.uk/)

ABOUT THE HOST

For the last 15 years, I have been a multi-sector internal or external business improvement consultant, building the improved capability of individuals, teams and businesses.

In my spare time, I enjoy spending time with my two young children Jack & India. I also enjoy listening to and reading business & personal development material.

Lee Houghton is “THE Business Problem Solver”, a Management Consultant, CX Specialist and Keynote Speaker.

CONTACT METHOD

You can contact Lee Houghton on: 07813342194

Website: Lee@leehoughton.com

LinkedIn: www.linkedin.com/in/lhoughton/

Facebook: www.facebook.com/THEBusinessProblemSolver/

Twitter: https://twitter.com/BusiProbsSolved

Instagram: www.instagram.com/the_business_problem_solver/?hl=en

YouTube: https://www.youtube.com/channel/UCsf0YC2_ZBuhtC_s-AbHaDw