Monzo Bank’s Post

WHAT DOES CUSTOMER SERVICE FEEL LIKE? Last week I met with the founders of Just Move In for a catch up over a cuppa on how the business was going at the Bermuda Triangle Pub in Poole. It was a glorious sunny morning, it was lovely to take a moment as the morning started to take shape, people heading off to work, deliveries coming in, another day starting. This tranquillity was somewhat dampened when the people power washing the paved area outside the pub, let loose, power washing the paved area, my shoes and trouser leg! 🚿 No apology, just a simple “Well we’ve got to get it clean!” The staff were apologetic and directed me to the balcony area, far away from the over enthusiastic cleaners, and I thought no more of it. A couple of minutes later the landlord (I think) came up and apologised, saying they should have been finished before they opened and offered a cuppa by way of an apology. A simple gesture of kindness in my book will always go a long way to build great customer service Agree? #customerservice #cuppa #kindness #wilsthoughts – do follow for more of my musings #available Thursday 1st August 8.50am I’m Wil, And I’m looking for my next role. I bring clarity out of complexity and helping Fintechs and scaling firms navigate the pain through growth or crisis, where I’m looking for my next role. If you want to know more, let’s have a chat over a cuppa  If you like what I post do ring my 🔔 to get my musings sent straight to your feed.

Every morning Sarah and I get to work 10 minutes early to walk around the local parks. We realised how much we weren’t moving around as much as we’d like and it’s an awesome way to get a chat in before the day starts. How do you start your mornings? ☀️ #visionbeyondadvisory #financialplanning2024 #strategicfinance #businesssuccess #financialvisibility #cashflowmanagement #riskmanagement

One of the things that makes me feel so strongly about QStory is that it really makes a difference to how people work. It empowers people, it gives control, it enables a better work life balance, it increases speed, fairness, and transparency. Features such as 'instant break' can protect mental health, reduce stress, and enable the right support to be given. If you run any scheduled environment, you should be thinking about QStory.

Extra long 'to do list?' Needing extra coffee? The most Monday-est Tuesday ever? Ah it most be the Tuesday post bank holiday weekend then 🤣🤣🤣 Chloe Hayday and I have broken out of the office ( and therefore the list will be longer tomorrow then!) heading for coffee and client visits. The sun is shining so that's a win! #cotswolds #clientvisits #privatehouseholds #privatehouseholdstaffing #luxuryhospitality

Overt, Distracting Propaganda plays Trivial pursuits continue with Noble, Verizon & GrubHub ODP Corp (aka Office Depot-Max) persisted with petty PR proclamations to distract from plummeting performance in its core business. The latest a hollow "strategy presentation at Noble Capital"; a tiny deal with Verizon; and a partnership with struggling Grubhub to expand OP delivery? What's next for the deckchair shifter ceo Gerry Smith? Full story here, first..

After a week of rest and relaxation in Crete, we’re back open for business. This week we’re: ✅Delivering client work ✅Meeting some new prospects ✅Completing end of month admin ✅Continuing business development on the NatWest Accelerator Programme Last months business fail was not publishing our newsletter. Something had to give. That seemed like the smart move but 11 Minute Marketing should be back in October… Have a great week folks! #MondayMotivation #WeeklyReflections #MarketingConsultancy

WHY WE PLATEAU? Happy Monday! As I head into work for week four of my life at Monzo, here’s a thought to get you going this week! Have you ever noticed that often when we begin to learn or do something new, after overcoming the initial niggles, we improve somewhat rapidly, until we simply stop improving! We plateau. We’ve all heard of the ten thousand hour rule which states that it takes about that long to gain mastery in a new skill, such as chess, ♟️ or coding and so on. But are you really telling me that if I cook for ten thousand hours over my life (which I’m sure I have done!), I’ll be a brilliant chef? 🧑🍳 Sadly I’m not! I’m sure you’ve witnessed such plateaus too. ** My point? While time spent in doing a thing is important to determine your skill level, it’s not just about time. The other important factor is WHAT YOU DO in that time? Many of us fall in the trap of being good enough and stop trying. The key here is to seek out the strengths and weak spots and go over them again and again - that serve, that stroke, that one thing that is your super power or even stopping you from getting to the next level … I must go now! My train’s held up at Whitechapel and for now, I’m wondering when it’ll take us all to the next stop :) ah no, the train isn’t going anywhere, time to seek alternative routes!! As I said, Happy Monday :) #monday #thoughts #progress #trains #commute #london #makingprogress #continuousimprovement #london

Mastering Emotional Intelligence… Some of you may be triggered. Especially around the holiday season. Family has a way of getting to us. My driver was late picking me up for my 1st trip to the post office. I was dropped off at the post office at the time I was scheduled to be picked up. So I was charged a cancellation fee & a new fee for being picked up at the post office. Issues: I never cancelled the trip in the 1st place. In the end I only had to wait for 20 minutes and the customer service is going to request a refund. Yaay 😁 #columbussmallbiz #smallbusiness #smallbusinesssupport #businessownerlife #marketingbudgets

There's this old lady who comes around our office premises every couple of days, hawking groundnuts and 'caramel'. I bought from her a few times, so she made it a habit to stop by my office each time she has snacks to sell, and each time, I will buy. Sometimes I bought for my colleagues as well. However, one isolated time she came and I didn't have cash handy. So I asked her to drop a bottle or two and collect her cash the next time she passes by, in a few days' time, and she declined. I thought I was doing her a favour by buying her snacks so I opted for credit out of sympathy. But she refused and so I stopped buying from that day on. But she relentlessly continued to stop by my office and make her offer. And each time, I'll say I don't need it. This isn't about whether I was right or wrong or kind or wicked but many businesses lose clients and potential clients because they mess up at the level of focus and timing. What your client pays you for service rendered is very important, as it is what keeps your business running on a daily basis especially in our purely capitalist context. However, the relationship you build with your client is what keeps your business running in the long run. If you want to sustain the short run, be smart with your cash. But if you want to play the long game, be wise in your relationships: your clients, your stakeholders, the Banks. #theEconomyofBliss #EdAfricaGroup

We’re just closing out a highly productive few days in Paris, meeting a number of our amazing clients with Robert Slater One of my reflections on this trip, thinking back on my time as a Credit Trader, is that it may not be entirely obvious to our clients why their software vendor wants to meet them post-sale. I wanted to lay out a few of my thoughts on why I feel these interactions are so important: It allows us to address specific client challenges in a targeted way: Often through a sales cycle, we focus on use cases & success criteria with our prospective clients, but we don’t get into the detail of their specific workflow for screening, first cut & deep dives. Understanding this in more detail enables us to highlight where the product can help our clients drive efficiencies, but also shapes our medium term product roadmap and defines the client success plan for the next 6-12 months. Removing distractions enables a deeper discussion of new functionality: One of the main motivations for this trip was to roll out our new Excel Add-in functionality to our existing clients - something which has been requested by many users. Virtual demos serve a purpose, but being in the room together enables more of a “working session” in which we can bespokely demonstrate how the client can maximize the value of this enhancement. It’s hard to see the wood from the trees: We get a lot of positive feedback & advocacy from our clients, and it’s very valuable for us to hear how Cognitive Credit has transformed their workflow. Having a better sense of breadth of engagement across their teams, the number of new names they have been able to cover and how their engagement compares to an aggregate of their peers has proven to be highly valuable. Allowing us to provide colour on usage and use cases across the market also helps our clients think more deeply about innovation in credit markets and how to leverage technology to achieve their team’s investment goals. All in all, we get a lot of value out of these client interactions, and the feedback is that our clients do too. As an added bonus, I also got to catch up with my old pal Sylvain Reynaud to reminisce about the Citi HY days (Vivek Dasani, Aurelia Cai, Rio Dhat, Sam Page, Jack Wearne, Joel Robinson, Rob Fawn, Umair Javed, Ben Byrne, Wen Wei, Sam Cohen) Thanks to all our amazing clients in Paris - I’ll be back soon! #highyield #credit #frenchrm