TESTIMONIALS
Pat Ryan | Managing Director
Ryan Designer Homes, Sunshine Coast, Qld
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“We have known Bruce Robb since 1998 when Petrina and I first arrived in Australia to start our new business and life here. Bruce impressed us at that point and contributed to our decision in 2013 to engage Bruce’s service as a business consultant to help us with our building business.
He first helped us with our strategic planning to provide a clear focus on what we were doing with our business at the time.
Since then, Bruce has become a valuable mentor and friend. With his incredible knowledge of the building industry and particularly relating to residential, we have been able to bounce ideas and thoughts off him in a way that it’s like having him on ‘our board of directors’.
Bruce’s experience with large international and national companies as well as small boutique builders like ourselves, means he can see things that we have not seen before or he can suggest better ways to do things in our business.
Bruce and his business The 3C Mentor (formerly Alpha Edge) continue to be a trusted source of advice and he is always wanting to see our business succeed.
His new 3C Mentor Resource Centre is such a great idea for the industry. We wish we had that resource available to us when we were first starting out in business.
It would have saved us hundreds and hundreds of hours looking for the that specific document. I am sure we will be using his resource centre in the not-to-distant future.”
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Aaron Hinkley | Managing Director
Australian Thermal Industries, Brisbane, Qld
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Vision, Mission & Core Values
"Our journey with Bruce Robb, the 3C Mentor, in defining our Vision, Mission, and Core Values has been transformative for our team. Bruce's process did more than help us put words to our company ethos; it brought clarity and alignment to our decision-making. With these guiding principles clearly articulated, every team member now makes decisions and suggests system improvements with confidence, knowing they're in line with our company's direction.
This alignment has fostered a stronger team spirit, enhanced mutual respect, and opened channels for communication. Our team members feel empowered to share their opinions, secure in the knowledge that their contributions support our collective vision and mission. It's still early days, so while our customers haven't yet seen the change, the enthusiasm and focus within our team have markedly increased since completing the workshop.
Metrics for measuring the direct impact of our renewed focus are in development, but the immediate effects are palpable in our team's energy and in my own approach to evaluating opportunities and challenges. The core values we've established with Bruce are not distant ideals; they are the embodiment of our identity—both as individuals and as a collective. They are aspirational, yet attainable, a true reflection of who we are and what we aim to be at ATI. As we move forward, these values aren't just words on a page; they are the living heart of our business, guiding us to a future where every decision and opportunity is weighed against the solid foundation of our core beliefs."
Aaron Hinkley | Managing Director
Australian Thermal Industries, Brisbane, Qld
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Vision, Mission & Core Values
"Our journey with Bruce Robb, The 3C Mentor, in defining our Vision, Mission, and Core Values has been transformative for our team. Bruce's process did more than help us put words to our company ethos; it brought clarity and alignment to our decision-making. With these guiding principles clearly articulated, every team member now makes decisions and suggests system improvements with confidence, knowing they're in line with our company's direction.
This alignment has fostered a stronger team spirit, enhanced mutual respect, and opened channels for communication. Our team members feel empowered to share their opinions, secure in the knowledge that their contributions support our collective vision and mission. It's still early days, so while our customers haven't yet seen the change, the enthusiasm and focus within our team have markedly increased since completing the workshop.
Metrics for measuring the direct impact of our renewed focus are in development, but the immediate effects are palpable in our team's energy and in my own approach to evaluating opportunities and challenges. The core values we've established with Bruce are not distant ideals; they are the embodiment of our identity—both as individuals and as a collective. They are aspirational, yet attainable, a true reflection of who we are and what we aim to be at ATI. As we move forward, these values aren't just words on a page; they are the living heart of our business, guiding us to a future where every decision and opportunity is weighed against the solid foundation of our core beliefs."
Aaron Hinkley | Managing Director
Australian Thermal Industries, Brisbane, Qld
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Customer Journey Map
"Before meeting with Bruce Robb and delving into the Customer Journey Map workshop, we were stuck in a reactive cycle with our CRM processes, treating each customer interaction as a standalone event. This led to confusion for our customers and an unsustainable workload for our team. However, Bruce’s structured approach and comprehensive template illuminated the vast scope of the customer journey, underscoring the necessity for a systematic strategy to support our customers’ needs effectively.
The template was a revelation, showcasing the depth of thought and effort required to truly understand and cater to the customer journey. It was a roadmap filled with opportunities to elevate our customer support in proactive and professional ways. The workshop itself was a transformative experience, offering a bird’s-eye view of the entire customer lifecycle. We learned to appreciate the diverse goals and needs of our customers at each of the ten touchpoints we identified, along the stages from initial awareness to the cultivation of loyalty.
Post-workshop, we've made significant strides in streamlining our processes. We've implemented process automations and documentation management systems that engage customers proactively, delivering value precisely when they need it. Our loyalty and referral program, which is in the process of being fine tuned, is a testament to our newfound ability to understand and anticipate customer needs, and is poised to bolster the trust our customers place in us, encouraging them to make referrals with greater confidence and give due recognition to the invaluable support of those who advocate for us.
The results speak for themselves – our social media engagement is up, with more likes and shares during the awareness and research stages. Our communication has become more effective, with automated emails ensuring installers and site supervisors have the information they need, when they need it.
Our next step is to create a dashboard for the Customer Journey Map, complete with KPIs that track customer satisfaction at every stage. This isn't a static document; it's a living strategy that we are continuously testing and refining. The insights gained from Bruce’s workshop have not just changed our approach to customer service; they've revolutionized it. We're no longer just a business; we're a proactive partner on our customers’ journeys, and the path ahead is bright with the promise of continual improvement."
Aaron Hinkley | Managing Director
Australian Thermal Industries, Brisbane, Qld
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Strategic Focus
"Our experience with the Strategic Focus workshop, facilitated by Bruce Robb of The 3C Mentor, was a deep and methodical dive into our business's core components. Bruce's comprehensive pre-workshop materials, which included a detailed overview of the business model canvas, an agenda with explanatory notes, and a goals, activities, and tasks matrix, equipped us to make the most of our time together. An anonymous example of a completed outcome report was particularly enlightening, showcasing how each element contributes to a robust strategic plan.
A standout moment for us was analysing our distribution channels. It led to an epiphany about the multitude of avenues available to reach our customers and the importance of strategically allocating time and resources to each. Bruce's guidance was instrumental in helping us develop actionable, measurable goals and tasks for each business component, ensuring alignment and realism in our approach.
While it's still the beginning, the impact of the workshop is already evident. Our goals and tasks are now clearly outlined, integrated into our project management systems, and transparent across the organization. This clarity and organization are accelerating our progress, spinning the flywheel of our business with increasing speed and focus.
Bruce's role as a facilitator was pivotal in fostering an environment of equal participation, ensuring every team member's voice was heard and valued. This inclusive process has not only led to a set of shared goals but has also brought our team closer, creating a positive and self-fulfilling momentum.
In terms of measurable results, we're seeing substantial systemic improvements across the business and enhanced team cohesion. Our shared vision and the insights gained from the workshop have become the bedrock of our operational improvements.
Looking to the future, the workshop has set us on a path toward significant market share and international growth. With a clear quarterly plan and the systems and processes in place to support our ambitions, we are excited about the prospects of new market expansion and product development. Knowing that we have a solid business foundation, built together as a team, we are confidently stepping toward a bright future. Bruce has not just given us a strategy; he has helped us build a launchpad for our global aspirations."
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Debbie Johnson | Managing Director
Building Suncoast Green, Sunshine Coast, Qld
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"Having known Bruce Robb through the industry for many years, it is no surprise that The 3C Mentor Business Coaching and the 3C Mentor Resource Centre for builders (and subcontractors) is excellent.
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I am so impressed with not only the material that is available but also the ease at which these resources can be tapped into.
There is a real need in the residential sector, particularly in the small business market for the support that the 3C Mentor website provides. For example, given communication is key to avoiding disputes, the packaged ‘scope of works’ documents provide the perfect starting point for contracting parties.
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I defy anyone in the industry to look through the various resources and not feel compelled to know more. The information is available in specific units or packages making it a completely affordable option for all businesses.
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Anyone who takes advantage of these resources will be back again and again.
Thank you Bruce this is so well done"
Todd and Anna Appleby | Owners
Haven Built, Hobart, Tasmania
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"Bruce has become an invaluable member of our team. Before we engaged Bruce, we no clear direction or vision. We knew exactly where we wanted to take our business but didn’t know where to start or how to put the steps in place to get there. Bruce has given us and continues to give us the confidence and guidance to move to new levels within our business.
We have been able to gain insights into our strengths and opportunities, but also identify areas we can really streamline and improve on and areas that have been untapped.
Bruce has a way of repacking our own thoughts in a way that adds meaning and vision to our business and where it is heading. We now have clear goals and plans in place to strive towards and he has given us the freedom to work on our business and not in it like we were.
We have seen our business grow in the 18 months since we started working with Bruce. His external wisdom, business and industry experience and knowledge is incredible. He is always willing and happy to share information with us. He has become an invaluable mentor to us personally and to our business.
I guess you can say he is part strategist, part thought provoker and part cheerleader for us and our business."
Aaron Hinkley | Managing Director
Australian Thermal Industries, Brisbane, Qld
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Business Plan
"Crafting our business plan was a collaborative journey, shaped significantly by three comprehensive workshops - Vision, Mission & Core Values, Strategic Focus, and Customer Journey Mapping. Bruce Robb's mentorship was key in this process, helping us knit together insights from each session into a coherent, actionable plan that truly captures ATI's strategic direction.
This plan is the heartbeat of our monthly meetings and often a key focus in our weekly meetings. Bruce’s role was more than a mentor through our workshops; he was a catalyst, encouraging every team member to contribute, making the plan a collective creation, and not just a top-down directive.
Our business plan is a dynamic working document, evolving with us as we grow. Each workshop with Bruce added depth and perspective, enabling us to draft a document that's not just about targets and metrics, but about our shared journey and vision. It's a reflection of our team’s commitment and a guide for ATI's continued success.
As we look forward, this plan is more than a strategy; it's a testament to our unity and progress, a framework that we continuously refine to ensure it remains as relevant and effective as the time when we created it together."