Category: Latest News

I usually post about business milestones but this week I’d like to talk about a personal one: Today, I turned 60.

There’s something about a landmark birthday. They make you think about the past and make plans for the future.

I’m not very good at looking back but it feels good to be hitting the big six-oh knowing that, over the years, I have managed to build several businesses – three right here in Leeds. During my professional career, I have created more than 1,000 jobs. I feel extremely proud to have been such a significant employer as that was always one of my priorities as an entrepreneur.

Between the ages of 20 and 40, I feel that I was learning all I could about business, building my network, and seizing every growth opportunity I could. Then, between 40 and 60, I began building successful businesses on those firm foundations, and becoming a more considered and strategic entrepreneur. Eighteen months ago, when we raised investment from Great Hill Partners, I really felt like I had reached a new career milestone. The deal showed that people outside the business recognised and valued all we had achieved – it was a great moment for all of us here at BigChange.

I believe that the next 20 years will be about sharing my experience and insight with other entrepreneurs, becoming an active investor, and, of course, building on BigChange’s success.

On my birthday a year ago, I announced that Richard Warley was coming on board as CEO and he has done a stellar job over the past 12 months. When I look at BigChange today, the DNA and culture remain the same, but Richard has had a profound impact on growth and has really helped the business to reach its full potential. I remain committed to helping Richard and the rest of the team to turn BigChange into a unicorn, worth £1bn.

Looking to the future, I honestly can’t see myself slowing down. I still have bags of ambition and I’ve learned the value of working smarter, rather than simply working every hour of the day. Often, it’s the small changes, the little ideas, the smart partnerships, that help you reach your goals, rather than going at 120 miles an hour all the time.

Now that I’m 60, I have a few words of wisdom to share. I hope some of you younger entrepreneurs out there might find them useful. I learned these things by doing – often, I learned them the hard way. I hope to save you time, money and energy!

The three most important things to remember when building businesses are:

If it doesn’t work out, try again

I’m so glad that I didn’t give up when my first business failed to scale. It would have been easy to get a job and abandon my dreams of running my own business. If I had done that, I would have always wondered what might have been. Instead, I kept learning, kept trying, and that’s what has brought me to this point in my career today. I’m so thankful for that stubborn streak in me that insisted I have another go. Don’t give up – just learn from your mistakes.

Cash is king

You hear this a lot when you’re building a business. Just because it’s a cliché, doesn’t mean it’s not true. Always make sure you have enough cash in the business to support your growth. Stay on top of all your numbers all the time. If you suddenly run out of working capital, that could be the end of your business.

Take care of people

As you get older, you appreciate the value of great people in the business more and more. When you’re young and building a business, there are so many things to worry about – so many distractions. As an older founder, you know that every moment you spend investing in your best people is repaid tenfold during the lifetime of your company.  

Entrepreneurs are good at a lot of things. They have incredible ideas that can revolutionise industries and change the world. They know how to sell their dream and win customers. They understand how to grow their ventures and inspire other people to come along for the ride. Very few entrepreneurs are good at one thing, however. And that thing is process.

Over the years I have seen many talented entrepreneurs struggle to establish reliable, scalable processes within their organisations. For these individuals and their businesses, it’s often the one thing that holds them back, slows their growth, and generates operational risk.

The truth is that most people who run great businesses need operational help. Even companies that are pretty hot on process can always find ways to improve. It’s the number one thing that entrepreneurs tend to approach me about these days. There are sticking points within their businesses that they cannot seem to resolve. I like to do shop floor days with these business owners, some of whom are customers, to help identify operational wins. It’s amazing how powerful an outside perspective can be.

When it comes to operational excellence, you need two things: great advice and great tech. The advice is crucial: you need to know what to change and which processes to prioritise. That’s when technology comes into play. I built BigChange because I passionately believe in the power of technology to streamline processes and save countless man hours (and a lot of money too).

The software we created eliminates inefficient paper processes and allows these founders and their teams to focus on what they’re good at: serving their customers. Whether it’s automated invoicing, recurring contracts, or seamless synchronisation with accounting software, we’ve made life easier for almost 2,000 organisations worldwide.

I’m obsessive about process but I too have help with the fine-tuning. I’m so lucky to have both Diane Fenney, our head of commercial, and Tansy Sheehy, our customer service director, who both bring unique insights and experience to bear. Every single action within our business is rigorously analysed and stress-tested, from how our colleagues in sales approach new customers to how departments share learnings.

As a business owner, you should never be afraid to ask for help. Never shy away from seeking new perspectives. After all, we don’t know what we don’t know. It’s only by asking open-ended questions and constantly seeking feedback that we can learn new ways of working and find those improvements, however small, that will contribute to our future success. A recent study by entrepreneur support organisation Endeavour found that companies whose founders were mentored by a top-performing entrepreneur were three times more likely to go on to become top performers themselves. So, don’t delay, ask for help today. 

Our government may be falling apart but at least the UK tech scene is thriving. I read that the UK recently overtook China in terms of technology investment, raising £12.4bn in the first five months of 2022, which is amazing news. It is a privilege to be part of the nation’s technology sector and I’m delighted to report that BigChange continues to beat its growth targets while also meeting its ambitious goals around people and corporate responsibility. Here’s a little look at what we’ve achieved so far this year.

Maintaining momentum

We continue to excel in customer acquisition, winning almost 200 new customers over the past six months. That represents around £14m in new contract wins, across a diverse range of sectors.

In building services and property maintenance, we were delighted to welcome both RGE Services and First in Service into the fold. Motivair Compressors bolsters our pumps and compressors division. In plumbing and heating, we have welcomed Boiler Plan UK and Sun Realm Heating. Reflecting the changing world around us, we have seen continued success in the EV charging sector, and are delighted that Muller EV is now a valued customer. Internet provider, FibreNest Utilities, a subsidiary of Persimmon Homes, also joined the client roster this year, and we are still performing strongly in cleaning services, winning JM2 Services. 

Our international business is also thriving. BigChange Canada recently won its first customer with more to follow in the second half of 2022. We now have 200 customers in France, Cyprus and Australia. Our continued success against a backdrop of economic uncertainty proves that our software does exactly what we promise, giving customers the edge they need to navigate difficult trading environments.

We believe that customer wins will only accelerate over the coming months. We have attended eight events across the UK and overseas so far in 2022, where we have demonstrated the power of our technology. We have a further seven planned and it is such a delight to be able to meet prospective customers in the real world again. We have seen really fantastic results from these interactions.

All about customer success

Once a customer joins BigChange, we make it our mission to help them achieve their goals. This is why we have established a 15-person strong customer success team. All customers are automatically assigned a go-to person to help them grow during their BigChange journey.

Customers can leverage the insights from the BigChange University to help them get the most out of our software. BigChange University is now digital, which means our busy customers can access bitesize content at times that are convenient for them. We are also incentivising customers to keep building on their knowledge of BigChange through a new certification system which recognises Core, Advanced & Expert users.

Our BigChange Network exists to help customers to collaborate and support one another on their growth journeys. Over 200 customers have joined the Network over the past six months. 

Our commitment to supporting existing customers is reflected in our renewal rate, which beats industry figures by a significant margin. One of our biggest customer success stories, Sheffield City Council, just renewed its long-term 1,500 licences for tracking and JobWatch, and this is typical of customers’ commitment to BigChange.

People first and foremost

I’m delighted that BigChange has retained its two-star rating from Best Companies, reflecting our strong culture and outstanding levels of engagement. We are not resting on our laurels, however. We always review the Best Companies feedback to look for ways to improve our people strategy.

Growing the team

We are still hiring! The company continues to grow and attract international talent. In the last quarter, we hit 250 people. Our new tech internship, which has just launched and complements our existing internship scheme, will help maintain our talent pipeline and allow us to actively grow the UK’s tech talent pool.

An equal opportunity employer

BigChange is home to a diverse and passionate workforce, and we want to keep on breaking down barriers and providing opportunities for people with different skills. This is why we are actively encouraging people with disabilities and special needs to apply for our opportunities.

A new starter with autism recently joined our customer service team. We have the tools and neurodiversity training in place to help them to thrive here. We have partnered with Lighthouse, a school for autistic young people, and have committed to supporting three young people on supported internships from October 2022 for eight months.

Investing for the future

2022 has been a huge year for development. We have invested heavily in new features and functionality. From improvements in job finance, and updated search functions, to new SMS and alerts features for stock replenishment and expenses, we are listening to our customers and giving them the tools they need to be even more efficient.

We believe that the future of BigChange lies in empowering customers to make our software their own. This is why we are investing heavily in “self-serve” technologies. Our software is becoming more and more intuitive by the day. I’m really proud of everything our technology team has achieved and look forward to bringing you more updates soon!