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“It’s All About How the Customer Feels”

Josh Nicholls - From Solo Sparky, to National CEO

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When we turned up to interview Josh Nicholls at Platinum Electricians HQ, it felt like we were stepping into a trendy Silicon Valley tech-startup.

It’s crammed with bright, ultra-modern décor; there’s inspirational slogans on the walls, and a buzz of motivation in the room.

It’s a long way from Josh’s days as a young apprentice electrician, facing up to workplace bullying. He now heads up around 300 employees with franchises around Australia, and having a happy and thriving workplace culture is one of his highest values.

In our interview he shares some of the keys to his success – as well as his biggest challenges, how he survived COVID-19, and what’s kept him going strong for close to 20 years. James and Jess then explore some of Platinum’s marketing strategies – like their 21-Point Customer Experience checklist – and share some tips on finding your own USP.

Key Moments in This Episode

04:07 – Leaving school at 15, Josh’s electrical career got off to a rough start – in an apprenticeship where bullying was common. But the experience had a silver lining.

06:15 – Josh’s first day as a business owner – “I’ll never forget the new car smell”.

08:05 – Growing as a business leader – “I learnt to leverage off others”.

12:35 – The difference between Leadership and Management.

17:17 – To grow a business you need to have humility and hand responsibilities over to others.

19:11 – Josh explains his “wow” principle: wowing his customers with “Crazy Customer Service”

21:53 – Establishing your business’s Culture and Values.

25:46 – For Josh and his wife their “Why” is to be a blessing to others, through a charitable Foundation.

28:30 – “The first million is hardest” – Josh explains why.

30:18 – Josh’s toughest times in business, and how he navigated Covid-19.

33:54 – Work life balance – how Josh achieves it.

41:46 – James and Jess discuss how to develop a USP in your business.

Books Mentioned by Josh in This Interview

  • The E Myth – Why Most Businesses Don’t Work and What to Do About It – by Michael Gerber – Find it
  • Start With Why: How Great Leaders Inspire Everyone to Take Action – by Simon Sinek – Find it
  • Delivering Happiness: A Path to Profits, Passion and Purpose – by Tony Hsieh – Find it

Learn More

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