CTC 014: Shaping Business with Kindness: Donna Scully's Journey with Carpenters

Changing the Conversation: The People in Insurance

How can ethical business practices and a focus on fairness shape a company's culture and success?

What role does mentorship play in fostering the next generation of business leaders?

In this episode of Changing the Conversation, we're delighted to speak with Donna Scully, co-owner of Carpenters Group, about her journey in building an ethical business and her passion for mentoring young entrepreneurs.

Donna shares insights from her 30-year career in the insurance industry, discussing how she and her business partner John shaped Carpenters Group around core values of fairness, customer focus, and employee wellbeing. She reflects on the challenges and rewards of running a business with strong ethical principles, and how this approach has contributed to the company's growth and positive reputation.

Quote of the Episode

"We wanted to be really good at what we did, and we want to try and be proud of what we did and the way that we did it. And the way that we achieved it."

For Donna, success in business isn't just about financial results – it's about building something you can be proud of, treating customers and employees well, and making a positive impact. This philosophy has guided Carpenters Group from its early days to its current position as a major player in the insurance industry.

Key Takeaways

Donna emphasises the importance of investing in people and technology to deliver excellent customer service. She discusses how Carpenters Group has maintained its commitment to fairness and ethical practices even as it has grown to over 1,500 employees. Key elements of their approach include:

• Focusing on customer needs rather than short-term profits
• Investing in technology and training to improve service delivery
• Cultivating a no-blame culture that encourages innovation and problem-solving
• Promoting diversity and providing opportunities for career growth
• Balancing business needs with employee wellbeing and work-life balance

Donna also shares her perspective on mentoring, drawing from her own experiences of being supported in her career and her current efforts to guide young entrepreneurs. She stresses the value of taking opportunities, continuous learning, and developing both technical skills and emotional intelligence.

Best Moments

"I think for me and John, our view was, well, if you do it well, there's always room for you and there's always a place. So, we're going to give it a go."

"We try to run a no blame culture. I mean, I'm sure people... would say that's it's not perfect, but, you know, you try to say, you know, we get things wrong."

"One of the things I've always done since I was young and I don't remember not doing this, is I take every opportunity that comes. So, if someone says, do you want to try that? I'm in."

"Everything is about relationships. Everything is about communication. When you have bad relationships with bad communication, it doesn't matter how smart you are, you won't solve problems."

Key Quotes

“I felt like sometimes the customer focus was a bit lost and for me, one of the things that John and I decided early on was that we wanted to be really good at what we did, and we want to try and be proud of what we did and the way that we did it and the way that we achieved it. And what's funny is. You make money.” Donna Scully

“When something goes wrong, I think instead of going, oh my God, I need to lie on the floor and drink six bottles of wine and scream. I go, how are we going to fix this?” Donna Scully

“Thank God I'm not bad at my job because I'm so bad at other things. But then, that, that keeps your feet on the ground. You can't be great at everything.” Donna Scully

“Someone having that belief in you is very powerful.” Donna Scully

Topics Covered

00:00 Welcoming Donna to the Podcast

01:03 Donna's Journey with Carpenters

02:39 Building a Customer-Focused Business

05:02 Challenges and Entrepreneurial Spirit

08:07 Technology and Business Growth

11:25 Navigating COVID-19 Challenges

13:45 Balancing Work and Personal Life

16:27 Balancing Work and Family Life

17:33 Building a Supportive Work Culture

19:43 Reflecting on Milestones and Achievements

22:28 Embracing Opportunities and Challenges

24:34 Mentoring and Advice for the Next Generation

28:48 Young Entrepreneur's Journey

31:36 Final Thoughts and Reflections

About the Guest

Donna Scully is the co-owner of Carpenters Group, a leading provider of insurance and legal services in the UK. With over 30 years of experience in the industry, Donna is known for her commitment to ethical business practices and her advocacy for diversity and inclusion in the workplace. She is also passionate about mentoring young entrepreneurs and supporting various charitable causes.

About the Host

Sarah Myerscough is the Chief Ideas Officer at Macaii, formerly Boston Tullis. She hosts/co-hosts several podcasts and is known for her knack in connecting with people. Sarah excels in bringing out the best for video, podcast, and live events, helping clients showcase the human side of their business.

Sarah is passionate about the evolving dynamics of the insurance industry and enjoys conversing with innovators, trailblazers, and long-term advocates of change.

Website: www.macaii.co.uk