In this episode, we dive into the secrets of creating exceptional customer experiences, the power of attention to detail, and the strategic use of fractional resources for business growth. Our guest, Michael Hayward, shares insights from his diverse background in hospitality, aviation, senior living, and executive coaching, emphasizing how universal principles like setting expectations, pricing strategies, and team trust can transform your business.

In this episode:
•The lessons learned from early roles in hotel reservations and their relevance to executive decision-making
•The reverse gravy stain effect and the importance of attention to detail in customer trust
•How managing expectations can turn anxious customer experiences into positive ones
•The common thread of customer experience across different industries
•Business development insights and the 80/20 rule of industry challenges
•The value of diverse backgrounds in fractional leadership roles
•How peer peer groups and CEO forums reduce loneliness at the top
•Strategies for pricing, including outcome-based models and value realization
•Repricing success story at Amica senior lifestyles
•The importance of clear scope and fixed fees in fractional engagements
•How to position yourself as a fractional leader—charging what you’re worth and avoiding scope creep
•The significance of hiring senior fractional talent at different stages of growth
•The role of funding and VC-backed startups in facilitating fractional support
•Final message: “Running a business is not a solo venture. Get the help you need.”

Resources & Links:
Connect with Michael Hayward:
Michael Hayward – Founder and Advisor
Marketing, Sales and Customer Experience leader with a long history of innovation, primarily in businesses related to travel, hospitality and technology. Now, I am an Executive Coach to C-Suite leaders, and a MacKay CEO Forum Chair, helping CEOs become better leaders.

LinkedIn: linkedin.com/in/hayward350
Email: michael.hayward@haywardadvisors.com
Website: www.haywardadvisors.com

Ways to Tune In
●Amazon Music -⁠ https://music.amazon.com/podcasts/6e4e178d-5197-4e02-a97a-56d43b60a449/fractional-pros-canada-podcast⁠
●YouTube – https://youtu.be/7VAgtZ_m2dA
●Spotify – https://open.spotify.com/show/0F0J9sCNrr0cUSO3qkR844
●Creator: https://creators.spotify.com/pod/show/fractional-pros-canada