What people DO matters - optimising what they DO matters more

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B2B Service Businesses

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People BEING Safe

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Hidden Costs of Distraction

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Family Businesses

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Partnership Businesses

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Maximise output by optimising what people DO

Optimising what people DO, maximises business output

As behavioural improvement, business researchers and data insights specialists, we work on aligning and integrating business data to people and processes to improve efficiency.  We cut through dysfunctional (overt and covert) behaviours that detract from the greater good of the business – from owners, partners, leaders, B2B service contract managers to employees and. AS B2B service experts we also optimise the complex multi-layered customer interface. Our expertise is with:

 B2B Service;   Family;  Safety Critical;   Partnership; and Start-Up Businesses

Our methods identify people and process inefficiencies, transform inefficient and dysfunctional behaviours; promoting people to be vigilantly aware, ‘own’ their behaviours and perform at their optimum.

Behaviour / Process Efficiency Assessment

Businesses find it challenging to ‘deal‘ with people behavioural issues and most find it ‘easier’ to change processes than the behavioural problem.

We overcome this by taking a deep dive into these behavioural problems; through observation, discussions, examining expectations and assumptions, exploring role ambiguities, communication effectiveness as well as uncovering motivations for coming to work and the depth of understanding of customer expectations.

We then look at  your business processes, customer and employee research data and other data and conduct a thorough gap analysis.

Behaviour / Process Integration

Any necessary adjustments or improvements to business processes are agreed and implemented. We then work with the people utilising our bespoke behaviour change methodology based on the neuroscience of how the brain actually changes.

We incorporate the ‘motivating drivers’ that will promote your people to ‘want to improve’ that were uncovered during our assessment process, which transforms the likelihood of change success exponentially.

When people are ‘motivated to want to change’,  they self-regulate their behaviours because they want to.  Your managers and leaders and freed up to promote continuous improvement rather than wasting time making sure people do what they are supposed to do.

Customer and Employee Data Alignment

All business exists to sell a product or service to people and it is assumed that the needs and expectations of customers are met. It is also assumed that people consistently work effectively and efficiently.

Rarely do business strategy or weekly WIP meetings focus on the actual behaviours of people (including customers). This is simply due to lack of current data on how effectively staff are working (billable time), and the assumption that customers expectations are known. more than 4 in 5 businesses do not have relevant, current intelligence about their customers expectations.

As behavioural researchers, we uncover the ‘truth’ about your customer’s expectations,  as well as your people’s efficiency, and effectiveness in consistently meeting customers expectations.  This translates to you being able to confidently put behaviours at item one with all business discussions.

Behaviour Based Risk Management

Human factor breaches – the risk to businesses of people ‘doing something they had been trained not to do and knew they should not do.

No one intentional makes mistakes, however, in 90+% of these cases, people ‘DON’T REMEMBER MAKING THE MISTAKE’! 

The culprit is Busy Brain Syndrome – the downside of digital that overwhelms our brains and annihilates functional brain bandwidth. This results in people making what can be, catastrophic safety, cybersecurity or service delivery mistakes.

Success with Behaviour Based Safety and other methods to minimise these incidents are limited at best, without first controlling for and eradicating Busy Brain Syndrome.

Family Businesses

The business/life behaviour interface in family businesses is unlike non-family businesses. The problems caused by misalignment of this boundary are phenomenal.

Family member differences of opinion and issues are more often than not swept under the carpet and ‘ignored’, yet everyone ‘dances’ around these issues to ‘keep the peace’. The cost to families, staff and customers are monumental as they become entrenched in the culture.

We are specialists at ‘safely’ getting these issue out and resolving them.

Safety Critical Businesses

We are specialists in the behavioural element of safety, cyber-security and people productivity human factor risk mitigation. These areas continue to be a growing problem for businesses, despite committing vast resources such as training, more rules and procedures to the problem.

No amount of ‘mental/cognitive’ thinking, decrees of ‘I’m going to change’ or new rules or procedures will have an impact. These behaviours are unconscious and have become autopilot habits.

We teach people how to bring their unconscious habits to consciousness so they can get eradicate poor, dysfunctional and risky behaviours that serve no one.

B2B Service Businesses

Consistently aligning service delivery to ever-changing customer expectations is the difference between staying in business or fading away for any business, but more so for B2B service organisations.

B2B service businesses have a risk profile which is rarely understood. The expectation from a B2B service supplier is much higher than a B2C supplier, for good reason.

We are B2B service specialists and understand the behavioural nuances that make the difference between constant ‘grief’ from customers, to being the most trusted supplier. We help you get to the point where your customers see you as their standout supplier.

Partnership Businesses

Business partnerships are just like marriages, and like marriages more than half don’t survive. Making a partnership work involves handling a volatile mix of behavioural issues: ego, money, stress, monthly overheads and day-to-day expenses. Throw in some employees you must manage, and you have a good idea of the work required to make a business partnership successful.

We work with the individuals involved in partnership businesses at all stages of their journey, preferably at the beginning, to make sure all parties understand the behavioural elements that are non-negotiable deal breakers and must change and those that need constant maintenance.

Start-Up Businesses

We love working with Start-Ups as being new and free from unhelpful cultures and habits, they are perfectly positioned to set their business up as a ‘behaviours first’ operation. The difference is phenomenal. They flow and growth is free and unencumbered from the usual unspoken or unwritten behavioural nuances, that sadly most established businesses regardless of how good they may be are plagued with.

When a Start-up is focused on behaviours rather than ‘ego’s and stories – everyone is clear about what the point of their contribution is to the greater good on the business. This is how Unicorns are built!

Why Business Behaviours Advisory Services?

Dr. Lucia Kelleher heads up the team at Business Behaviours Advisory Services and has 25 years experience as a Management Consultant specialising in people behaviours.  She applies her qualifications in Behavioural Neuroscience, Market and Business Research and Business Excellence to working with businesses to ensure that people actually DO what they come to work to do.

Most people fully intend to do the best job possible, however, people behaviours are driven by reactions and emotional ‘habits’ that are unconscious. There is very little rational input with most behaviours, which is a major contributor to why so many people are dissatisfied with their contributions at work.

This manifests as ‘poor engagement’ and businesses spend inordinate amounts of resources trying to engage their people. These processes consistently fail, because they are aimed at the symptom of the problem, not the cause.

Our systems and processes take a behavioural approach rather than a cognitive approach.  We support our methods with tangible biofeedback evidence so people can see the results of their efforts to change their unconscious ‘dysfunctional’ habits.

We have 20 years of evidence of these behaviour change 101 methods working, which unfortunately lost ‘favour’ to the cognitive approach decades ago.

Our question to you is, how well have these cognitive approaches to people behavioural improvement worked for your business?

We would hazard a guess not too well. We would love to talk to you about improving your business, and our initial consultation is at no charge to see if we can work with each other. Our methods are not for everyone, however, for our tribe they work miracles.

Who we have worked with….