From being led to leading A tale forwards, backwards and a few steps to the right by Marcus Pheasant – Chief Officer

A case study and what we gained / lost in the process A proactive start A proactive start The phases of FLB The phases of FLB Changes Changes From being led to leading From being led to leading

Back to the beginning of our story Charitable aims Charitable aims Small team Small team Governance Governance Ethos Ethos

Customers – the reason why Why customers? Why customers? Who are the customers? Who are the customers? Director interaction or not Director interaction or not Customers journey Customers journey

Challenging times Losing money Losing money Inexperienced Team Inexperienced Team Change needed Change needed Customers Customers

Revisit our board The skills on board vs needed skills The skills on board vs needed skills Where we looked Where we looked Where people are Where people are Were we ready Were we ready Board management Board management

2009 Business (in a fashion) Business (in a fashion) New limited company New limited company Governance boost Governance boost Competition Competition Opportunities Opportunities Customers Customers

Period of change Period of change Social Firms scheme Social Firms scheme New Director New Director Engagement period Engagement period Investment Investment Re-evaluation Re-evaluation

Yet more change Hearts and Minds Hearts and Minds Critical mass to move Critical mass to move Next steps Next steps Reach application Reach application New Director New Director

Revisit our board - currently Skills audit Skills audit The business prospect The business prospect Our image Our image Upwards management Upwards management

What’s in it for the Directors Community spirit Community spirit Skills Skills Experience Experience Ability to help Ability to help Making a difference Making a difference

What’s in it for the organisation Knowledge Knowledge Skills Skills Experience Experience A different mentality A different mentality Help Help Support Support

To infinity and beyond Name change and new business Name change and new business Social Firm and Social Enterprise Social Firm and Social Enterprise Commercial services Commercial services Understanding our value Understanding our value

Lesson learnt Be prepared Be prepared Don’t assume Don’t assume Communicate Communicate Challenge and be challenged Challenge and be challenged Admit weakness Admit weakness

Further questions Customer service Customer service What does it mean for the Directors? What does it mean for the Directors? Opportunities Opportunities Understanding Understanding An organisation that leads not led An organisation that leads not led