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Reply-To: <kevin@coaching-360.co.uk>
From: "Kevin Riley" <kevin@coaching-360.co.uk>
To: <bob@sarahharvey.com>
Subject: =?utf-8?Q?Bob=2C_=E2=9A=A0=EF=B8=8F_Awkward_customers_don=E2=80=99t_?=
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If you keep tolerating it, the business starts building around it. ͏ ͏ ͏
͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
͏
360 View:
Weekly Business Tip, Tool, Resource for business leaders.
Hi Bob,
A few things have come up in coaching conversations this week.
Awkward customers. People issues. Marketing that feels busy but not
particularly joined up.
Different subjects on the surface, but often the same pattern underneath.
The owner has started working around something instead of dealing with it
properly.
That is easy to do. You do it once because it is quicker. Then twice because
you are busy. Then suddenly the business has adapted around a problem that
should have been sorted earlier.
Tip:
Notice what you have started tolerating
Most business problems do not arrive with a big flashing warning light. They
become normal slowly.
The customer who is always difficult, but pays on time or the team member
who is capable, but creates extra drag.
The marketing activity that keeps going because “we’ve always done it”, even
though nobody is clear what it is meant to achieve.
None of these may feel urgent on their own. But they all take something from
the business: time, energy, margin, focus or confidence.
This week, look for the thing you have started tolerating because it feels
easier than addressing it.
Tool:
The “what is this costing?” check
Pick one awkward issue in the business and ask five questions:
1. What keeps happening?
2. What do I keep doing to work around it?
3. What is it costing us in time, margin, quality or headspace?
4. What standard, decision or conversation would reduce it?
5. What will happen if I leave it another three months?
That last question is useful because it removes the comfort of pretending
the issue is staying still.
Resource:
Use a simple “keep, fix, stop” list
Take 20 minutes this week and split a page into three sections.
Keep: what is working and should continue.
Fix: what still matters, but needs a better standard, process or owner.
Stop: what is creating drag and needs to be removed, challenged or
redesigned.
Do it across three areas: customers, people and marketing.
For customers, look at who is profitable, who is difficult, and who gets too
much of the wrong kind of attention.
For people, look at where standards are unclear, where you are avoiding a
conversation, and where ownership is too vague.
For marketing, look at what activity is actually connected to a clear
strategy, and what is just being done because it is in the calendar.
You will probably know the answers quicker than you expect.
The business learns what you allow
Customers learn how to behave with your business. Your team learn what
standard is really expected. Your market learns what to associate you with.
Not from what you say once. From what you repeat, accept and reinforce.
If you keep accepting a customer's awkward behaviour, that becomes the
relationship.
If you keep rescuing a team member, that becomes the system and if your
marketing keeps saying a bit of everything to everyone, the market will not
do the hard work of working out what you stand for.
Have a good week!
Kevin
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=E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =
=E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =
=E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =
=E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =
=E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =
=E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =
=E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =
=E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =
=E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =
=E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =
=E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =
=E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =
=E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =
=E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =
=E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =
=E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =
=E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =
=E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =E2=80=87=CD=8F =C2=AD =
=C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =
=C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =
=C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =
=C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =
=C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =
=C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =
=C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =
=C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =
=C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =
=C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =
=C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =
=C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =
=C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =
=C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =
=C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =
=C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =
=C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =
=C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =
=C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =C2=AD =
=C2=AD =C2=AD =C2=AD =C2=AD
</div>
=20
<!--[if gte mso 9]>
<v:background xmlns:v=3D"urn:schemas-microsoft-com:vml" fill=3D"t">
<v:fill type=3D"tile" color=3D"#ffffff"/>
</v:background>
<![endif]-->
<div class=3D"hse-body-background" lang=3D"en" =
style=3D"background-color:#ffffff" bgcolor=3D"#ffffff">
<table role=3D"presentation" class=3D"hse-body-wrapper-table" =
cellpadding=3D"0" cellspacing=3D"0" style=3D"margin:0; padding:0; =
width:100% !important; min-width:320px !important; height:100% =
!important" width=3D"100%" height=3D"100%">
<tbody><tr>
<td class=3D"hse-body-wrapper-td" valign=3D"top" =
style=3D"font-family:Tahoma, sans-serif; font-size:15px; color:#000000; =
word-break:break-word; padding-top:10px; padding-bottom:20px">
<div id=3D"hs_cos_wrapper_main" class=3D"hs_cos_wrapper =
hs_cos_wrapper_widget hs_cos_wrapper_type_dnd_area" style=3D"color: =
inherit; font-size: inherit; line-height: inherit;" =
data-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"dnd_area"> <div =
id=3D"section-0" class=3D"hse-section hse-section-first" =
style=3D"padding-left:0px; padding-right:0px">
=20
=20
<div class=3D"hse-column-container hse-border hse-border-top =
hse-border-m hse-border-top-m" style=3D"min-width:280px; =
max-width:600px; margin:0 auto; border-left:1px solid #cccccc; =
border-right:1px solid #cccccc; box-sizing:border-box; border-top:1px =
solid #cccccc; background-color:#ffffff" bgcolor=3D"#ffffff">
=20
<!--[if (mso)|(IE)]>
<table align=3D"center" style=3D"width:600px;border-left:1px solid =
#cccccc;border-right:1px solid #cccccc;border-top:1px solid #cccccc" =
cellpadding=3D"0" cellspacing=3D"0" role=3D"presentation" =
class=3D"hse-border hse-border-top hse-border-m hse-border-top-m" =
width=3D"600" bgcolor=3D"#ffffff">
<tr style=3D"background-color:#ffffff;">
<![endif]-->
<!--[if (mso)|(IE)]>
<td valign=3D"top" style=3D"width:598px;">
<![endif]-->
<!--[if gte mso 9]>
<table role=3D"presentation" width=3D"598" cellpadding=3D"0" =
cellspacing=3D"0" style=3D"width:598px">
<![endif]-->
<div id=3D"column-0-0" class=3D"hse-column hse-size-12">
<table role=3D"presentation" cellpadding=3D"0" cellspacing=3D"0" =
width=3D"100%" class=3D"" style=3D""><tbody><tr><td class=3D"hs_padded" =
style=3D"font-family:Tahoma, sans-serif; font-size:15px; color:#000000; =
word-break:break-word; padding:10px 20px"><div =
id=3D"hs_cos_wrapper_module_175364686199714" class=3D"hs_cos_wrapper =
hs_cos_wrapper_widget hs_cos_wrapper_type_module" style=3D"color: =
inherit; font-size: inherit; line-height: inherit;" =
data-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"module"><div =
id=3D"hs_cos_wrapper_module_175364686199714_" class=3D"hs_cos_wrapper =
hs_cos_wrapper_widget hs_cos_wrapper_type_rich_text" style=3D"color: =
inherit; font-size: inherit; line-height: inherit;" =
data-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"rich_text"><h2 =
style=3D"margin:0; line-height:175%; font-size:22px; color:#102d7b">360 =
View: </h2>
<h3 style=3D"font-size:17px; margin:0; line-height:175%">Weekly Business =
Tip, Tool, Resource for business leaders.</h3>
<p style=3D"line-height:175%"> </p>
<p style=3D"line-height:175%">Hi Bob,</p>
<p data-start=3D"437" data-end=3D"468" =
style=3D"line-height:175%"> </p>
<p style=3D"line-height:175%">A few things have come up in coaching =
conversations this week.</p>
<p style=3D"line-height:175%"> </p>
<p style=3D"line-height:175%">Awkward customers. People issues. =
Marketing that feels busy but not particularly joined up.</p>
<p style=3D"line-height:175%"> </p>
<p style=3D"line-height:175%">Different subjects on the surface, but =
often the same pattern underneath.</p>
<p style=3D"line-height:175%">The owner has started working around =
something instead of dealing with it properly.</p>
<p style=3D"line-height:175%"> </p>
<p style=3D"line-height:175%">That is easy to do. You do it once because =
it is quicker. Then twice because you are busy. Then suddenly the =
business has adapted around a problem that should have been sorted =
earlier.</p>
<p =
style=3D"line-height:175%"> </p></div></div></td></tr></tbody></tabl=
e>
</div>
<!--[if gte mso 9]></table><![endif]-->
<!--[if (mso)|(IE)]></td><![endif]-->
<!--[if (mso)|(IE)]></tr></table><![endif]-->
</div>
=20
</div>
<div id=3D"section_1763295939940" class=3D"hse-section" =
style=3D"padding-left:0px; padding-right:0px">
=20
=20
<div class=3D"hse-column-container hse-border hse-border-m" =
style=3D"min-width:280px; max-width:600px; margin:0 auto; =
border-left:1px solid #cccccc; border-right:1px solid #cccccc; =
box-sizing:border-box; background-color:#ffffff" bgcolor=3D"#ffffff">
=20
<!--[if (mso)|(IE)]>
<table align=3D"center" style=3D"width:600px;border-left:1px solid =
#cccccc;border-right:1px solid #cccccc" cellpadding=3D"0" =
cellspacing=3D"0" role=3D"presentation" class=3D"hse-border =
hse-border-m" width=3D"600" bgcolor=3D"#ffffff">
<tr style=3D"background-color:#ffffff;">
<![endif]-->
<!--[if (mso)|(IE)]>
<td valign=3D"top" style=3D"width:598px;">
<![endif]-->
<!--[if gte mso 9]>
<table role=3D"presentation" width=3D"598" cellpadding=3D"0" =
cellspacing=3D"0" style=3D"width:598px">
<![endif]-->
<div id=3D"column_1763295939940_0" class=3D"hse-column hse-size-12">
<table role=3D"presentation" cellpadding=3D"0" cellspacing=3D"0" =
width=3D"100%" class=3D"" style=3D""><tbody><tr><td class=3D"hs_padded" =
style=3D"font-family:Tahoma, sans-serif; font-size:15px; color:#000000; =
word-break:break-word; padding:10px 20px"><div =
id=3D"hs_cos_wrapper_module_17548584610555" class=3D"hs_cos_wrapper =
hs_cos_wrapper_widget hs_cos_wrapper_type_module" style=3D"color: =
inherit; font-size: inherit; line-height: inherit;" =
data-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"module"><table =
role=3D"none" border=3D"0" cellpadding=3D"0" cellspacing=3D"0" =
style=3D"vertical-align:top" width=3D"100%">
<tbody><tr>
<td align=3D"center" style=3D"font-family:Tahoma, sans-serif; =
color:#000000; font-size:0; word-break:break-word">
<p style=3D"font-size:1px;border-top:1.5px solid =
#fc3afc;width:80%;margin:0 auto;"></p>
<!--[if mso]>
<table role=3D"none" align=3D"center" border=3D"0" =
cellpadding=3D"0" cellspacing=3D"0" =
style=3D"font-size:1px;border-top:1.5px solid #fc3afc;width:446px;">
<tr>
<td style=3D"height:0;line-height:0"> </td>
</tr>
</table>
<![endif]-->
</td>
</tr>
</tbody></table></div></td></tr></tbody></table>
<table role=3D"presentation" cellpadding=3D"0" cellspacing=3D"0" =
width=3D"100%" class=3D"" style=3D""><tbody><tr><td class=3D"hs_padded" =
style=3D"font-family:Tahoma, sans-serif; font-size:15px; color:#000000; =
word-break:break-word; padding:10px 20px"><div =
id=3D"hs_cos_wrapper_module_17542558404709" class=3D"hs_cos_wrapper =
hs_cos_wrapper_widget hs_cos_wrapper_type_module" style=3D"color: =
inherit; font-size: inherit; line-height: inherit;" =
data-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"module"><div =
id=3D"hs_cos_wrapper_module_17542558404709_" class=3D"hs_cos_wrapper =
hs_cos_wrapper_widget hs_cos_wrapper_type_rich_text" style=3D"color: =
inherit; font-size: inherit; line-height: inherit;" =
data-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"rich_text"><h2 =
style=3D"margin:0; line-height:175%; font-size:22px; color:#102d7b; =
text-align:left" data-start=3D"1512" data-end=3D"1556" =
align=3D"left"><strong data-start=3D"1512" data-end=3D"1556">Tip: =
</strong></h2>
<h3 data-start=3D"755" data-end=3D"811" style=3D"font-size:17px; =
margin:0; line-height:175%"> Notice what you have started =
tolerating</h3></div></div></td></tr></tbody></table>
</div>
<!--[if gte mso 9]></table><![endif]-->
<!--[if (mso)|(IE)]></td><![endif]-->
<!--[if (mso)|(IE)]></tr></table><![endif]-->
</div>
=20
</div>
<div id=3D"section_1768770165470" class=3D"hse-section" =
style=3D"padding-left:0px; padding-right:0px">
=20
=20
<div class=3D"hse-column-container hse-border hse-border-m" =
style=3D"min-width:280px; max-width:600px; margin:0 auto; =
border-left:1px solid #cccccc; border-right:1px solid #cccccc; =
box-sizing:border-box; background-color:#ffffff" bgcolor=3D"#ffffff">
=20
<!--[if (mso)|(IE)]>
<table align=3D"center" style=3D"width:600px;border-left:1px solid =
#cccccc;border-right:1px solid #cccccc" cellpadding=3D"0" =
cellspacing=3D"0" role=3D"presentation" class=3D"hse-border =
hse-border-m" width=3D"600" bgcolor=3D"#ffffff">
<tr style=3D"background-color:#ffffff;">
<![endif]-->
<!--[if (mso)|(IE)]>
<td valign=3D"top" style=3D"width:598px;">
<![endif]-->
<!--[if gte mso 9]>
<table role=3D"presentation" width=3D"598" cellpadding=3D"0" =
cellspacing=3D"0" style=3D"width:598px">
<![endif]-->
<div id=3D"column_1768770165470_1" class=3D"hse-column hse-size-12">
<table role=3D"presentation" cellpadding=3D"0" cellspacing=3D"0" =
width=3D"100%" class=3D"" style=3D""><tbody><tr><td class=3D"hs_padded" =
style=3D"font-family:Tahoma, sans-serif; font-size:15px; color:#000000; =
word-break:break-word; padding:10px 20px"><div =
id=3D"hs_cos_wrapper_module_17554653412884" class=3D"hs_cos_wrapper =
hs_cos_wrapper_widget hs_cos_wrapper_type_module" style=3D"color: =
inherit; font-size: inherit; line-height: inherit;" =
data-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"module"><div =
id=3D"hs_cos_wrapper_module_17554653412884_" class=3D"hs_cos_wrapper =
hs_cos_wrapper_widget hs_cos_wrapper_type_rich_text" style=3D"color: =
inherit; font-size: inherit; line-height: inherit;" =
data-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"rich_text"><p =
style=3D"line-height:175%">Most business problems do not arrive with a =
big flashing warning light. They become normal slowly.</p>
<p style=3D"line-height:175%"> </p>
<p style=3D"line-height:175%">The customer who is always difficult, but =
pays on time or the team member who is capable, but creates extra =
drag.<br><br></p>
<p style=3D"line-height:175%">The marketing activity that keeps going =
because =E2=80=9Cwe=E2=80=99ve always done it=E2=80=9D, even though =
nobody is clear what it is meant to achieve.</p>
<p style=3D"line-height:175%"> </p>
<p style=3D"line-height:175%">None of these may feel urgent on their =
own. But they all take something from the business: time, energy, =
margin, focus or confidence.</p>
<p style=3D"line-height:175%"> </p>
<p style=3D"line-height:175%">This week, look for the thing you have =
started tolerating because it feels easier than addressing =
it.</p></div></div></td></tr></tbody></table>
</div>
<!--[if gte mso 9]></table><![endif]-->
<!--[if (mso)|(IE)]></td><![endif]-->
<!--[if (mso)|(IE)]></tr></table><![endif]-->
</div>
=20
</div>
<div id=3D"section_1762723963822" class=3D"hse-section" =
style=3D"padding-left:0px; padding-right:0px">
=20
=20
<div class=3D"hse-column-container hse-border hse-border-m" =
style=3D"min-width:280px; max-width:600px; margin:0 auto; =
border-left:1px solid #cccccc; border-right:1px solid #cccccc; =
box-sizing:border-box; background-color:#ffffff" bgcolor=3D"#ffffff">
=20
<!--[if (mso)|(IE)]>
<table align=3D"center" style=3D"width:600px;border-left:1px solid =
#cccccc;border-right:1px solid #cccccc" cellpadding=3D"0" =
cellspacing=3D"0" role=3D"presentation" class=3D"hse-border =
hse-border-m" width=3D"600" bgcolor=3D"#ffffff">
<tr style=3D"background-color:#ffffff;">
<![endif]-->
<!--[if (mso)|(IE)]>
<td valign=3D"top" style=3D"width:598px;">
<![endif]-->
<!--[if gte mso 9]>
<table role=3D"presentation" width=3D"598" cellpadding=3D"0" =
cellspacing=3D"0" style=3D"width:598px">
<![endif]-->
<div id=3D"column_1762723963822_0" class=3D"hse-column hse-size-12">
<table role=3D"presentation" cellpadding=3D"0" cellspacing=3D"0" =
width=3D"100%" class=3D"" style=3D""><tbody><tr><td class=3D"hs_padded" =
style=3D"font-family:Tahoma, sans-serif; font-size:15px; color:#000000; =
word-break:break-word; padding:10px 20px"><div =
id=3D"hs_cos_wrapper_module_17621195735972" class=3D"hs_cos_wrapper =
hs_cos_wrapper_widget hs_cos_wrapper_type_module" style=3D"color: =
inherit; font-size: inherit; line-height: inherit;" =
data-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"module"><table =
role=3D"none" border=3D"0" cellpadding=3D"0" cellspacing=3D"0" =
style=3D"vertical-align:top" width=3D"100%">
<tbody><tr>
<td align=3D"center" style=3D"font-family:Tahoma, sans-serif; =
color:#000000; font-size:0; word-break:break-word">
<p style=3D"font-size:1px;border-top:1.5px solid =
#fc3afc;width:50%;margin:0 auto;"></p>
<!--[if mso]>
<table role=3D"none" align=3D"center" border=3D"0" =
cellpadding=3D"0" cellspacing=3D"0" =
style=3D"font-size:1px;border-top:1.5px solid #fc3afc;width:279px;">
<tr>
<td style=3D"height:0;line-height:0"> </td>
</tr>
</table>
<![endif]-->
</td>
</tr>
</tbody></table></div></td></tr></tbody></table>
<table role=3D"presentation" cellpadding=3D"0" cellspacing=3D"0" =
width=3D"100%" class=3D"" style=3D""><tbody><tr><td class=3D"hs_padded" =
style=3D"font-family:Tahoma, sans-serif; font-size:15px; color:#000000; =
word-break:break-word; padding:10px 20px"><div =
id=3D"hs_cos_wrapper_module_175425627578511" class=3D"hs_cos_wrapper =
hs_cos_wrapper_widget hs_cos_wrapper_type_module" style=3D"color: =
inherit; font-size: inherit; line-height: inherit;" =
data-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"module"><div =
id=3D"hs_cos_wrapper_module_175425627578511_" class=3D"hs_cos_wrapper =
hs_cos_wrapper_widget hs_cos_wrapper_type_rich_text" style=3D"color: =
inherit; font-size: inherit; line-height: inherit;" =
data-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"rich_text"><h2 =
style=3D"margin:0; line-height:175%; font-size:22px; color:#102d7b; =
text-align:left" data-start=3D"1984" data-end=3D"2049" =
align=3D"left"><strong data-start=3D"1984" data-end=3D"2049">Tool: =
</strong></h2>
<h3 style=3D"font-size:17px; margin:0; line-height:175%; =
text-align:left" data-start=3D"1984" data-end=3D"2049" =
align=3D"left"> The =E2=80=9Cwhat is this costing?=E2=80=9D =
check </h3></div></div></td></tr></tbody></table>
</div>
<!--[if gte mso 9]></table><![endif]-->
<!--[if (mso)|(IE)]></td><![endif]-->
<!--[if (mso)|(IE)]></tr></table><![endif]-->
</div>
=20
</div>
<div id=3D"section_1768770929066" class=3D"hse-section" =
style=3D"padding-left:0px; padding-right:0px">
=20
=20
<div class=3D"hse-column-container hse-border hse-border-m" =
style=3D"min-width:280px; max-width:600px; margin:0 auto; =
border-left:1px solid #cccccc; border-right:1px solid #cccccc; =
box-sizing:border-box; background-color:#ffffff" bgcolor=3D"#ffffff">
=20
<!--[if (mso)|(IE)]>
<table align=3D"center" style=3D"width:600px;border-left:1px solid =
#cccccc;border-right:1px solid #cccccc" cellpadding=3D"0" =
cellspacing=3D"0" role=3D"presentation" class=3D"hse-border =
hse-border-m" width=3D"600" bgcolor=3D"#ffffff">
<tr style=3D"background-color:#ffffff;">
<![endif]-->
<!--[if (mso)|(IE)]>
<td valign=3D"top" style=3D"width:598px;">
<![endif]-->
<!--[if gte mso 9]>
<table role=3D"presentation" width=3D"598" cellpadding=3D"0" =
cellspacing=3D"0" style=3D"width:598px">
<![endif]-->
<div id=3D"column_1768770929066_0" class=3D"hse-column hse-size-12">
<table role=3D"presentation" cellpadding=3D"0" cellspacing=3D"0" =
width=3D"100%" class=3D"" style=3D""><tbody><tr><td class=3D"hs_padded" =
style=3D"font-family:Tahoma, sans-serif; font-size:15px; color:#000000; =
word-break:break-word; padding:10px 20px"><div =
id=3D"hs_cos_wrapper_module_17548606406519" class=3D"hs_cos_wrapper =
hs_cos_wrapper_widget hs_cos_wrapper_type_module" style=3D"color: =
inherit; font-size: inherit; line-height: inherit;" =
data-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"module"><div =
id=3D"hs_cos_wrapper_module_17548606406519_" class=3D"hs_cos_wrapper =
hs_cos_wrapper_widget hs_cos_wrapper_type_rich_text" style=3D"color: =
inherit; font-size: inherit; line-height: inherit;" =
data-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"rich_text"><p =
style=3D"line-height:175%">Pick one awkward issue in the business and =
ask five questions:</p>
<ol style=3D"line-height:175%">
<li>What keeps happening?</li>
<li>What do I keep doing to work around it?</li>
<li>What is it costing us in time, margin, quality or headspace?</li>
<li>What standard, decision or conversation would reduce it?</li>
<li>What will happen if I leave it another three months?</li>
</ol>
<p style=3D"line-height:175%">That last question is useful because it =
removes the comfort of pretending the issue is staying still.</p>
<p =
style=3D"line-height:175%"> </p></div></div></td></tr></tbody></tabl=
e>
</div>
<!--[if gte mso 9]></table><![endif]-->
<!--[if (mso)|(IE)]></td><![endif]-->
<!--[if (mso)|(IE)]></tr></table><![endif]-->
</div>
=20
</div>
<div id=3D"section_1764949818057" class=3D"hse-section" =
style=3D"padding-left:0px; padding-right:0px">
=20
=20
<div class=3D"hse-column-container hse-border hse-border-m" =
style=3D"min-width:280px; max-width:600px; margin:0 auto; =
border-left:1px solid #cccccc; border-right:1px solid #cccccc; =
box-sizing:border-box; background-color:#ffffff" bgcolor=3D"#ffffff">
=20
<!--[if (mso)|(IE)]>
<table align=3D"center" style=3D"width:600px;border-left:1px solid =
#cccccc;border-right:1px solid #cccccc" cellpadding=3D"0" =
cellspacing=3D"0" role=3D"presentation" class=3D"hse-border =
hse-border-m" width=3D"600" bgcolor=3D"#ffffff">
<tr style=3D"background-color:#ffffff;">
<![endif]-->
<!--[if (mso)|(IE)]>
<td valign=3D"top" style=3D"width:598px;">
<![endif]-->
<!--[if gte mso 9]>
<table role=3D"presentation" width=3D"598" cellpadding=3D"0" =
cellspacing=3D"0" style=3D"width:598px">
<![endif]-->
<div id=3D"column_1764949818057_0" class=3D"hse-column hse-size-12">
<table role=3D"presentation" cellpadding=3D"0" cellspacing=3D"0" =
width=3D"100%" class=3D"" style=3D""><tbody><tr><td class=3D"hs_padded" =
style=3D"font-family:Tahoma, sans-serif; font-size:15px; color:#000000; =
word-break:break-word; padding:10px 20px"><div =
id=3D"hs_cos_wrapper_module_175425609215310" class=3D"hs_cos_wrapper =
hs_cos_wrapper_widget hs_cos_wrapper_type_module" style=3D"color: =
inherit; font-size: inherit; line-height: inherit;" =
data-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"module"><table =
role=3D"none" border=3D"0" cellpadding=3D"0" cellspacing=3D"0" =
style=3D"vertical-align:top" width=3D"100%">
<tbody><tr>
<td align=3D"center" style=3D"font-family:Tahoma, sans-serif; =
color:#000000; font-size:0; word-break:break-word">
<p style=3D"font-size:1px;border-top:1.5px solid =
#fc3afc;width:80%;margin:0 auto;"></p>
<!--[if mso]>
<table role=3D"none" align=3D"center" border=3D"0" =
cellpadding=3D"0" cellspacing=3D"0" =
style=3D"font-size:1px;border-top:1.5px solid #fc3afc;width:446px;">
<tr>
<td style=3D"height:0;line-height:0"> </td>
</tr>
</table>
<![endif]-->
</td>
</tr>
</tbody></table></div></td></tr></tbody></table>
<table role=3D"presentation" cellpadding=3D"0" cellspacing=3D"0" =
width=3D"100%" class=3D"" style=3D""><tbody><tr><td class=3D"hs_padded" =
style=3D"font-family:Tahoma, sans-serif; font-size:15px; color:#000000; =
word-break:break-word; padding:10px 20px"><div =
id=3D"hs_cos_wrapper_module_17542548310233" class=3D"hs_cos_wrapper =
hs_cos_wrapper_widget hs_cos_wrapper_type_module" style=3D"color: =
inherit; font-size: inherit; line-height: inherit;" =
data-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"module"><div =
id=3D"hs_cos_wrapper_module_17542548310233_" class=3D"hs_cos_wrapper =
hs_cos_wrapper_widget hs_cos_wrapper_type_rich_text" style=3D"color: =
inherit; font-size: inherit; line-height: inherit;" =
data-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"rich_text"><h2 =
style=3D"margin:0; line-height:175%; font-size:22px; color:#102d7b; =
text-align:left" align=3D"left"><strong data-start=3D"228" =
data-end=3D"261">Resource:</strong></h2>
<p style=3D"line-height:175%"><strong> Use a simple =E2=80=9Ckeep, =
fix, stop=E2=80=9D =
list <br></strong></p></div></div></td></tr></tbody></table>
<table role=3D"presentation" cellpadding=3D"0" cellspacing=3D"0" =
width=3D"100%" class=3D"" style=3D""><tbody><tr><td class=3D"hs_padded" =
style=3D"font-family:Tahoma, sans-serif; font-size:15px; color:#000000; =
word-break:break-word; padding:10px 20px"><div =
id=3D"hs_cos_wrapper_module_17578695741032" class=3D"hs_cos_wrapper =
hs_cos_wrapper_widget hs_cos_wrapper_type_module" style=3D"color: =
inherit; font-size: inherit; line-height: inherit;" =
data-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"module"><div =
id=3D"hs_cos_wrapper_module_17578695741032_" class=3D"hs_cos_wrapper =
hs_cos_wrapper_widget hs_cos_wrapper_type_rich_text" style=3D"color: =
inherit; font-size: inherit; line-height: inherit;" =
data-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"rich_text"><p =
style=3D"line-height:175%">Take 20 minutes this week and split a page =
into three sections.</p>
<p style=3D"line-height:175%"> </p>
<p style=3D"line-height:175%"><strong>Keep:</strong> what is working and =
should continue.</p>
<p style=3D"line-height:175%"><strong>Fix:</strong> what still matters, =
but needs a better standard, process or owner.</p>
<p style=3D"line-height:175%"><strong>Stop:</strong> what is creating =
drag and needs to be removed, challenged or redesigned.</p>
<p style=3D"line-height:175%"> </p>
<p style=3D"line-height:175%">Do it across three areas: customers, =
people and marketing.</p>
<p style=3D"line-height:175%"> </p>
<p style=3D"line-height:175%">For customers, look at who is profitable, =
who is difficult, and who gets too much of the wrong kind of =
attention.</p>
<p style=3D"line-height:175%"> </p>
<p style=3D"line-height:175%">For people, look at where standards are =
unclear, where you are avoiding a conversation, and where ownership is =
too vague.</p>
<p style=3D"line-height:175%"> </p>
<p style=3D"line-height:175%">For marketing, look at what activity is =
actually connected to a clear strategy, and what is just being done =
because it is in the calendar.</p>
<p style=3D"line-height:175%"> </p>
<p style=3D"line-height:175%">You will probably know the answers quicker =
than you expect.</p></div></div></td></tr></tbody></table>
</div>
<!--[if gte mso 9]></table><![endif]-->
<!--[if (mso)|(IE)]></td><![endif]-->
<!--[if (mso)|(IE)]></tr></table><![endif]-->
</div>
=20
</div>
<div id=3D"section_1754254826726" class=3D"hse-section" =
style=3D"padding-left:0px; padding-right:0px">
=20
=20
<div class=3D"hse-column-container hse-border hse-border-m" =
style=3D"min-width:280px; max-width:600px; margin:0 auto; =
border-left:1px solid #cccccc; border-right:1px solid #cccccc; =
box-sizing:border-box; background-color:#ffffff" bgcolor=3D"#ffffff">
=20
<!--[if (mso)|(IE)]>
<table align=3D"center" style=3D"width:600px;border-left:1px solid =
#cccccc;border-right:1px solid #cccccc" cellpadding=3D"0" =
cellspacing=3D"0" role=3D"presentation" class=3D"hse-border =
hse-border-m" width=3D"600" bgcolor=3D"#ffffff">
<tr style=3D"background-color:#ffffff;">
<![endif]-->
<!--[if (mso)|(IE)]>
<td valign=3D"top" style=3D"width:598px;">
<![endif]-->
<!--[if gte mso 9]>
<table role=3D"presentation" width=3D"598" cellpadding=3D"0" =
cellspacing=3D"0" style=3D"width:598px">
<![endif]-->
<div id=3D"column_1754254826727_0" class=3D"hse-column hse-size-12">
<table role=3D"presentation" cellpadding=3D"0" cellspacing=3D"0" =
width=3D"100%" class=3D"" style=3D""><tbody><tr><td class=3D"hs_padded" =
style=3D"font-family:Tahoma, sans-serif; font-size:15px; color:#000000; =
word-break:break-word; padding:10px 20px"><div =
id=3D"hs_cos_wrapper_module_175425698533917" class=3D"hs_cos_wrapper =
hs_cos_wrapper_widget hs_cos_wrapper_type_module" style=3D"color: =
inherit; font-size: inherit; line-height: inherit;" =
data-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"module"><table =
role=3D"none" border=3D"0" cellpadding=3D"0" cellspacing=3D"0" =
style=3D"vertical-align:top" width=3D"100%">
<tbody><tr>
<td align=3D"center" style=3D"font-family:Tahoma, sans-serif; =
color:#000000; font-size:0; word-break:break-word">
<p style=3D"font-size:1px;border-top:1.5px solid =
#fc3afc;width:80%;margin:0 auto;"></p>
<!--[if mso]>
<table role=3D"none" align=3D"center" border=3D"0" =
cellpadding=3D"0" cellspacing=3D"0" =
style=3D"font-size:1px;border-top:1.5px solid #fc3afc;width:446px;">
<tr>
<td style=3D"height:0;line-height:0"> </td>
</tr>
</table>
<![endif]-->
</td>
</tr>
</tbody></table></div></td></tr></tbody></table>
</div>
<!--[if gte mso 9]></table><![endif]-->
<!--[if (mso)|(IE)]></td><![endif]-->
<!--[if (mso)|(IE)]></tr></table><![endif]-->
</div>
=20
</div>
<div id=3D"section_1754254617676" class=3D"hse-section" =
style=3D"padding-left:0px; padding-right:0px">
=20
=20
<div class=3D"hse-column-container hse-border hse-border-m" =
style=3D"min-width:280px; max-width:600px; margin:0 auto; =
border-left:1px solid #cccccc; border-right:1px solid #cccccc; =
box-sizing:border-box; background-color:#ffffff" bgcolor=3D"#ffffff">
=20
<!--[if (mso)|(IE)]>
<table align=3D"center" style=3D"width:600px;border-left:1px solid =
#cccccc;border-right:1px solid #cccccc" cellpadding=3D"0" =
cellspacing=3D"0" role=3D"presentation" class=3D"hse-border =
hse-border-m" width=3D"600" bgcolor=3D"#ffffff">
<tr style=3D"background-color:#ffffff;">
<![endif]-->
<!--[if (mso)|(IE)]>
<td valign=3D"top" style=3D"width:598px;">
<![endif]-->
<!--[if gte mso 9]>
<table role=3D"presentation" width=3D"598" cellpadding=3D"0" =
cellspacing=3D"0" style=3D"width:598px">
<![endif]-->
<div id=3D"column_1754254617676_0" class=3D"hse-column hse-size-12">
<table role=3D"presentation" cellpadding=3D"0" cellspacing=3D"0" =
width=3D"100%" class=3D"" style=3D""><tbody><tr><td class=3D"hs_padded" =
style=3D"font-family:Tahoma, sans-serif; font-size:15px; color:#000000; =
word-break:break-word; padding:10px 20px"><div =
id=3D"hs_cos_wrapper_module_17639083022383" class=3D"hs_cos_wrapper =
hs_cos_wrapper_widget hs_cos_wrapper_type_module" style=3D"color: =
inherit; font-size: inherit; line-height: inherit;" =
data-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"module"><div =
id=3D"hs_cos_wrapper_module_17639083022383_" class=3D"hs_cos_wrapper =
hs_cos_wrapper_widget hs_cos_wrapper_type_rich_text" style=3D"color: =
inherit; font-size: inherit; line-height: inherit;" =
data-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"rich_text"><h3 =
style=3D"font-size:17px; margin:0; line-height:175%">The business learns =
what you allow</h3>
<p style=3D"line-height:175%"> </p>
<p style=3D"line-height:175%">Customers learn how to behave with your =
business. Your team learn what standard is really expected. Your market =
learns what to associate you with.</p>
<p style=3D"line-height:175%"> </p>
<p style=3D"line-height:175%">Not from what you say once. From what you =
repeat, accept and reinforce.</p>
<p style=3D"line-height:175%"> </p>
<p style=3D"line-height:175%">If you keep accepting a customer's awkward =
behaviour, that becomes the relationship.</p>
<p style=3D"line-height:175%"> </p>
<p style=3D"line-height:175%">If you keep rescuing a team member, that =
becomes the system and if your marketing keeps saying a bit of =
everything to everyone, the market will not do the hard work of working =
out what you stand for.</p>
<p style=3D"line-height:175%"> </p>
<p style=3D"line-height:175%"><br>Have a good week!</p>
<p style=3D"line-height:175%"> </p>
<p =
style=3D"line-height:175%">Kevin</p></div></div></td></tr></tbody></table=
>
<div id=3D"hs_cos_wrapper_module_17536442762952" class=3D"hs_cos_wrapper =
hs_cos_wrapper_widget hs_cos_wrapper_type_module" style=3D"color: =
inherit; font-size: inherit; line-height: inherit;" =
data-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"module"><table =
class=3D"hse-image-wrapper" role=3D"presentation" width=3D"100%" =
cellpadding=3D"0" cellspacing=3D"0">
<tbody>
<tr>
<td align=3D"center" valign=3D"top" style=3D"font-family:Tahoma, =
sans-serif; color:#000000; word-break:break-word; text-align:center; =
padding:0px; font-size:0px">
<img alt=3D"Kevin Email Sig" =
src=3D"https://hs-5986753.f.hubspotstarter.net/hub/5986753/hubfs/Kevin%20=
Email%20Sig.png?width=3D1196&upscale=3Dtrue&name=3DKevin%20Email%=
20Sig.png" style=3D"outline:none; text-decoration:none; max-width:100%; =
font-size:16px" width=3D"598" align=3D"middle">
</td>
</tr>
</tbody>
</table></div>
<table role=3D"presentation" cellpadding=3D"0" cellspacing=3D"0" =
width=3D"100%" class=3D"" style=3D""><tbody><tr><td class=3D"hs_padded" =
style=3D"font-family:Tahoma, sans-serif; font-size:15px; color:#000000; =
word-break:break-word; padding:10px 20px"><div =
id=3D"hs_cos_wrapper_module_175364960204115" class=3D"hs_cos_wrapper =
hs_cos_wrapper_widget hs_cos_wrapper_type_module" style=3D"color: =
inherit; font-size: inherit; line-height: inherit;" =
data-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"module"><table =
align=3D"center" border=3D"0" cellpadding=3D"0" cellspacing=3D"0" =
role=3D"presentation" style=3D"border-collapse:separate!important">
<tbody><tr>
<td align=3D"center" valign=3D"middle" bgcolor=3D"#102d7b" =
style=3D"font-family:Tahoma, sans-serif; font-size:15px; color:#000000; =
word-break:break-word; border-radius:8px; cursor:auto; =
background-color:#102d7b; mso-padding-alt:12px 18px">
<a =
href=3D"https://cK13Q04.na1.hubspotlinksstarter.com/Ctc/OP+113/cK13Q04/VV=
QWdq3vlh9hVk9wJ16jxqqfW5q0Twr5R6tcnN5bb0jg3m2nnW7Y8-PT6lZ3lyW6ypwJL7g2Nnr=
W3zgJWr1P5Z-XN2tfxSlzTqBFW97610k1Zdh5zN1MCRBDhyzjGW5d-7qM2rHZ95W8cWNbF5Fd=
6q5W1d7MJF3JYfggW6xSD7q6z6tm7W6VFxft2BwGGNW5NC_fR8XTd2wN8lD0DSlMnL_W1wh7y=
f7432bDW2KPbyG9165fxW6JRSc_7-1FDyW548hF07MdPpzW10p15q4FQrnrN2pr97gNQFgtW9=
dSrwR8q5j-lW3TND-65DRh5gW6R7H4N6ClBPTW6TXwZp4kg-k5W5bJvH14Dlm7qV6qYWJ7_zn=
ZqW4v7_wh6W2QhzN7jpVPsdSW70f10dR1v04" target=3D"_blank" =
style=3D"color:#00a4bd; font-size:16px; font-family:Tahoma, sans-serif; =
Margin:0; text-transform:none; text-decoration:none; padding:12px 18px; =
display:block" data-hs-link-id=3D"0" data-hs-link-id-v2=3D"JPH3x/6k">
<strong =
style=3D"color:#ffffff;font-weight:bold;text-decoration:none;font-style:n=
ormal;">Growth Events for Business Owners</strong>
</a>
</td>
</tr>
</tbody></table></div></td></tr></tbody></table>
<table role=3D"presentation" cellpadding=3D"0" cellspacing=3D"0" =
width=3D"100%" class=3D"" style=3D""><tbody><tr><td class=3D"hs_padded" =
style=3D"font-family:Tahoma, sans-serif; font-size:15px; color:#000000; =
word-break:break-word; padding:10px 20px"><div =
id=3D"hs_cos_wrapper_module_17536444855184" class=3D"hs_cos_wrapper =
hs_cos_wrapper_widget hs_cos_wrapper_type_module" style=3D"color: =
inherit; font-size: inherit; line-height: inherit;" =
data-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"module"><div =
id=3D"hs_cos_wrapper_module_17536444855184_" class=3D"hs_cos_wrapper =
hs_cos_wrapper_widget hs_cos_wrapper_type_rich_text" style=3D"color: =
inherit; font-size: inherit; line-height: inherit;" =
data-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"rich_text"><p =
style=3D"line-height:175%; text-align:center" =
align=3D"center">=E2=AC=87=EF=B8=8F Get in touch on social media =
=E2=AC=87=EF=B8=8F</p></div></div></td></tr></tbody></table>
<table role=3D"presentation" cellpadding=3D"0" cellspacing=3D"0" =
width=3D"100%" class=3D"" style=3D""><tbody><tr><td class=3D"hs_padded" =
style=3D"font-family:Tahoma, sans-serif; font-size:15px; color:#000000; =
word-break:break-word; padding:10px 20px"><div =
id=3D"hs_cos_wrapper_module_17536443078683" class=3D"hs_cos_wrapper =
hs_cos_wrapper_widget hs_cos_wrapper_type_module" style=3D"color: =
inherit; font-size: inherit; line-height: inherit;" =
data-hs-cos-general-type=3D"widget" data-hs-cos-type=3D"module"><table =
role=3D"presentation" align=3D"center" style=3D"width: auto; text-align: =
center; margin: 0 auto; " class=3D"hs_cos_wrapper_type_social_module">
<tbody>
<tr>
<td class=3D"social-network-cell" align=3D"center" =
style=3D"font-family:Tahoma, sans-serif; font-size:15px; color:#000000; =
word-break:break-word">
<table role=3D"presentation" align=3D"center" style=3D"width: =
auto; text-align: center; margin: 0 auto; " =
class=3D"hs_cos_wrapper_type_social_module_single">
<tbody>
<tr>
<td class=3D"display_block_on_small_screens" =
align=3D"center" style=3D"font-family:Tahoma, sans-serif; =
font-size:15px; color:#000000; word-break:break-word; padding:8px 5px; =
line-height:1; vertical-align:middle" valign=3D"middle">
<a =
href=3D"https://cK13Q04.na1.hubspotlinksstarter.com/Ctc/OP+113/cK13Q04/VV=
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<p style=3D"font-family:Arial, =
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Coaching 360 Ltd, Suite 69, Pure Offices, Plato Close, =
Leamington Spa, Warwickshire CV34 6WE, 01926 942144
</p>
<p>
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