Author name: Richard Rowell

In the world of sales and service businesses, it’s hard to escape the acronyms: CAC. MQL. CLV. SQL. They fill slide decks and dashboards, promising precision and predictability. They give teams targets to chase. They give managers metrics to report. They give boards something to measure. But somewhere in all that, something important can get

Ascend Payroll – How we create a personal service There’s a certain kind of shop that makes you smile the moment you walk through the door. The lighting is warm, the music is thoughtfully curated, the layout is considered, and the staff -well, they’re just effortlessly lovely. They’re helpful, not pushy. They’re friendly, not fake.

Payroll ethics – breaking the trend Across the payroll industry, there’s a quiet but unmistakable trend – providers chasing scale by sacrificing service. They automate more, humanise less. Offshore operations. Require more from you. All in the name of margin growth. It’s a business model driven by volume, speed, and cutting costs but it’s not

In business, there’s a strange phenomenon that every company needs to understand – both excellent and abysmal service drive customers to make noise. And today, social media can amplify this noise further than complaints to service teams or disgruntled conversations from colleagues and peers. Mediocre service is not worth talking about, which has major implications

The power of exceptional problem resolution   When you are operating in a service sector, such as managed payroll, perfection is an admirable goal but not always achievable. What really matters is how you handle things when they go wrong. Whether it’s your company’s mistake, an employee’s error, or a customer’s decision that caused the

Who can hold their hand up and say they have never made a mistake? What business is 100% efficient and error-free? It is a fact of life that sometimes problems happen. For service providers, there is often a delicate balance between technology (software, automation, and AI) and skilled individuals. But it isn’t really either of