This week on An Unorthodox CEO, Steve is joined by Sussex Beds' Training Manager, Amanda, to explore why great training is at the heart of great customer service.
Amanda shares her journey from joining Sussex Beds and helping launch our Ashford store to progressing into her current role, where she now develops and supports teams across the business. Along the way, she reflects on the lessons she's learned, how her previous experience shaped her approach, and what it really takes to lead people with confidence.
Together, they discuss what makes effective training, how Sussex Beds helps new starters build confidence, the importance of self-reflection, and why learning never stops. They also explore the challenge of maintaining the same high standards across every store as the business grows, proving that investing in people is one of the biggest investments any business can make.
00:00 Intro
01:35 Why Amanda joined Sussex Beds
04:20 Working in Ashford when it opened
05:15 Early learnings from working in store
08:30 The change in environments from M&S to Sussex Beds
12:00 Big learnings from her previous job
15:22 How to lead so people follow
17:06 Amandas progression through the business
24:15 Competition being nearby is good
25:30 The training role at Sussex Beds
28:30 What makes great training
31:30 The power of self reflection
33:42 How we build confidence in new starters
36:45 Learning from each other
39:50 Growing and keeping the same standards
43:20 Why personal growth of team aids the business
46:10 Signs of a successful leader
51:46 Biggest training challenge
54:40 Our most successful training
56:48 Quickfire questions
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