Six years ago, on 28th September 2015, our Director of SME Customers, Lissa Balmer, took her first step into the water industry. Fast forward to 2021 and in her latest blog, she shares six key takeaways she’s learnt along the way.
It's only water...it can't be that complicated!
Six years ago today I was starting a project role over at Northumbrian Water to put together a plan around customers in the business retail market. It’s water, I thought, it can’t be that complicated!
Lesson number one – it’s a lot more complicated than I’d have expected, with lots of differing rules and regulations, but that shouldn’t make it a dark art!
Never assume anything!
Business to business has always been in my blood having worked in previous roles in energy, international trade and North East business support to name but a few. So as I started on my journey, out came the little black book and I decided it was time to talk to some businesses about what they knew of the market and what it meant for them - everyone will know about what’s coming in terms of the changes, won’t they?
I love a chat with customers, it’s the best way to get insight and there’s always a laugh or two along the way, but when it came to awareness around changes in the water market, I learnt lesson number two - never assume anything. An open water market wasn’t really something people did know about or understood what it meant for them.
Listen to your customres
With many local businesses still a little in the dark about how the water market opening would affect their business, I spent invaluable time talking through Chambers of Commerce in my native North East and also down in Essex. I sat with so many people from all sorts of businesses, listening, learning and taking copious amounts of notes and writing longer and longer to do lists (those of you who know me well know I’m never in a meeting without some lovely stationery a pencil and a purple pen!!)
This was my learning number three – never underestimate the voice of the customer, and how it can help you to understand not only what people know of a market, service or product, but also what a customer needs, or thinks they need.
Surround yourself with great people
Learning number four is simply that your people are your most important asset. Hire well, value them and always make sure you take the time to get to know them professionally and personally. Build connections, take time to recognise what makes people tick, and how to motivate and support them when the going gets tough. Everyone has bad days, but I always take comfort in the fact that even on your worst day it only lasts 24 hours…keep perspective 😊
Lead by example
Even to this day, I’m still in touch with our customers and speak to them every week. I also make sure I call listen as it gives me great insight into what we’re doing and where we can do better. Learning number five is lead by example and never ask someone to do something you’re not prepared to do yourself.
It's ok to be you
Finally learning number six – it’s ok to work hard and play hard, but don’t expect everyone to run at the same speed as you! Find your flow (if you pardon the pun!) but more importantly, respect the flow of others, your idea of fun might be someone else’s idea of a nightmare, but we’re all individuals and that’s what makes this world the most amazing place. It’s ok to be you!
I can honestly say that during my time in this industry, I’ve learned so much, shared so many laughs, made some brilliant friendships and met some supremely inspirational people who challenge me, support me, and encourage me to be the best version of myself. I can genuinely say no two days are ever the same. I’ll never tire of learning, trying to be a better person (personally and professionally), and making sure the voice of our customer is always heard, so bring it on year six, I can’t wait to see what unfolds!
Best wishes
Lissa
