Advertise on podcast: The Reality of Business

How much is staff turnover really costing your business? For many large organisations, particularly those with large frontline teams, high employee turnover has become an accepted part of doing business. People leave, replacements are recruited and trained, and the cycle starts again. But when turnover reaches 40%, 50% or even higher, the cost soon adds up – across recruitment, onboarding, training, lost productivity and management time. In this episode of The Reality of Business, Bob and Jeremy discuss why people leave, why some organisations have come to accept high turnover, and what businesses can do to improve employee retention. They discuss: The biggest reason people leave their jobsThe hidden cost of continually replacing employeesWhy management, flexibility, and career progression matterHow training and better induction can improve retentionWhy even a small reduction in staff turnover could save a large organisation millionsIf high staff turnover has become something your business simply expects, this episode asks whether it’s time to start doing something about it. To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

Part 2 of a two-part series on interviews. In this episode, Bob and Jeremy turn the tables and look at interviews from the candidate’s perspective. Most people spend their time preparing answers. But the questions you ask can be just as important. Bob and Jeremy share practical interview questions to ask employers, explain how to take a more active role in the conversation, and explore why a job interview should be a two-way process. After all, you’re not just trying to impress the employer – you’re deciding whether the role, the culture and the people are right for you too. You’ll hear: Questions to ask an employer in a job interviewHow to understand a company’s culture and management styleWhat to ask about success, challenges and opportunities in the roleWhy onboarding matters before you accept a jobHow sales candidates can stand out with thoughtful questionsWhy honesty is often a better strategy than trying to give the ‘perfect’ answerWhether you’re preparing for your first job interview, changing careers or interviewing for your next sales role, you’ll come away with practical ideas to help you ask better questions, have better conversations and decide whether the opportunity is the right fit for you. To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

Part 1 of a two-part series on interviews. In this episode, Bob and Jeremy explore how employers can run better interviews by asking questions that reveal far more than the usual clichés. They discuss why some of the most common interview questions have outlived their usefulness, what to ask instead, and how to have conversations that reveal how candidates think, prepare, solve problems and approach their work. You’ll also hear: The interview questions employers should stop askingHow to spot candidates who’ve genuinely preparedQuestions that reveal curiosity, judgement and commercial thinkingWhy time management matters in every roleWhat makes sales interviews differentAnd a simple closing technique every salesperson should know Whether you’re hiring your next employee or preparing to interview sales candidates, you’ll come away with practical ideas to help you ask better questions, have better conversations and make better hiring decisions. Next time, we switch to the candidate’s side of the interview table, exploring how to prepare, the questions every interviewee should ask, and the small things that can make a big difference when you’re trying to land the job. To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

Glengarry Glen Ross has long been regarded as one of the greatest plays ever written about selling. After seeing the new all-female production at London’s Old Vic, Bob and Jeremy discuss whether it works, how the play has stood the test of time, and why salespeople are still talking about it more than 40 years after it was written. They explore the famous characters, the pressure of selling, David Mamet’s distinctive dialogue, how the world of sales has changed since the 1980s, and what today’s salespeople can still take from the play. To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

Bob and Jeremy share what they learned at a three-day London customer experience (CX) conference and why AI now sits inside almost every customer journey. As AI takes care of more of the routine work, the human conversations left behind are often the difficult ones – emotional complaints, complex problems, retention calls and moments where judgement still matters. Bob and Jeremy also challenge some of the thinking currently shaping contact centres, customer experience and customer service strategy. Across the episode they discuss: Why AI and customer experience are now impossible to separateThe rise of AI agents supporting both customers and frontline teamsHow far conversational AI can realistically goWhy Net Promoter Score (NPS) is becoming less trustworthyUsing AI to analyse customer conversations instead of relying on surveysThe gap between AI demos and what companies are actually implementingWhy human roles are shifting towards more emotional, high-stakes conversationsThe importance of smooth AI-to-human handoversThe cost, complexity and training challenges behind AI adoptionWhere the line currently sits between automation and human judgementAnd why customer service conversations are becoming more important commercially tooIf you work in customer experience, contact centres, customer service, sales leadership or CX strategy, this episode will give you plenty to think about. To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

What role should contact centres play in your business? In this episode – the final part of our recent contact centre series – Bob & Jeremy look at how contact centres are evolving from cost centres into drivers of customer experience, sales and retention.  As AI and automation handle more routine enquiries, the value of human interaction is shifting towards higher-quality, more complex conversations. They explore how brands can improve customer lifetime value, move beyond cost-per-call thinking, and use contact centres to build stronger, longer-lasting customer relationships.  There’s also a look at hybrid teams, global talent, and why companies that connect the full customer journey are better placed to compete. To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

What does a contact centre team leader need to focus on today? In this episode - the second part of our contact centre series - Bob and Jeremy explore how contact centre leadership is evolving. As AI and automation take on more of the reporting and admin, team leaders are being asked to focus more on coaching, performance management and customer experience. They discuss common challenges in contact centres, from stepping into a team leader role and managing former peers, to balancing targets, quality and employee wellbeing. There’s also a practical look at hybrid and remote teams, omni-channel working, and how strong coaching skills can improve performance across contact centre teams. To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

What does the future of contact centres look like for the people on the frontline? In this episode – the first in our three-part contact centre series – Bob and Jeremy look at how AI is changing the role of contact centre agents and customer experience teams. As AI handles more routine calls and admin, human conversations are becoming more complex, emotional and valuable. Bob and Jeremy discuss why skills like empathy, problem solving, listening and confidence across different channels matter more than ever. They also explore omni-channel service, remote working, and why AI is more likely to change the job than remove it. To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

Why do some people push harder at work while others just do the minimum? In this episode of The Reality of Business, Bob and Jeremy look at how incentives, rewards and recognition really affect employee motivation. They talk about the difference between incentives and perks, why some bonus and commission schemes work while others backfire, and how things like fairness, culture and recognition shape workplace performance. Using examples from real sales environments, they explore the psychology behind incentives, employee engagement and productivity. If you manage a team, design incentive schemes, or care about workplace motivation, this conversation will give you plenty to think about. To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

We’ve all sat in meetings where a lot of word are used, and nothing really gets said.  In this episode, Bob and Jeremy talk about the language that’s crept into politics and management over the years. The phrases that sound confident and purposeful but often dodge the issue or leave everyone none the wiser. Why do we accept that certain areas of work and public life are packed with oddly chosen terms that make our skin crawl or test our patience? And at what point did we lose the habit of just saying what we mean, simply and directly? From political staples like “tough decisions” and “the national interest” to workplace favourites such “let’s take this offline” or “have you got the bandwidth?”, we look at what these phrases are really doing. Not just how annoying they are but how they affect leadership, trust, decision-making and everyday communication at work. We also talk about standards. What comes as standard in the way your organisation communicates? Could your people explain what those phrases actually mean? And would things improve if clearer language became the norm rather than the exception? If you’ve ever left a conversation feeling confused, irritated, or quietly switched off, this episode will strike a chord. This podcast comes from Reality Training. For the last 25 years, we’ve transformed the customer interactions of many leading UK businesses and developed thousands of managers to be better at what they do. To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

Standards are essential for successful, growing brands.  But here’s the real question: what are your standards? Can your people clearly explain them? Do they know what ‘good’ looks like day to day? And are those standards actually being maintained or quietly ignored? In this episode of The Reality of Business, Bob and Jeremy talk honestly about why standards have slipped across sales, service and leadership and why this is a leadership issue, not a people problem. They explore how ‘expectations’ have replaced standards, why remote and hybrid working has made things harder to spot and enforce and how flexible management can drift into avoiding accountability altogether. You’ll also hear why: Standards need to be visible, not just written downLeaders must enforce them, not hope for the bestMetrics without behaviour attached can do more harm than goodCustomers now expect more than many organisations are deliveringMost importantly, they ask the question many businesses avoid: where do we start? If you care about quality, consistency and protecting your brand as you grow, this episode will give you plenty to think about and act on. To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

If you’re always busy but nothing really seems to move forward, this episode is for you. In part two of our Team Leaders series, we take a closer look at what gets in the way of consistent leadership and how to get back on track. It’s a practical conversation about replacing firefighting with focus and giving your team (and yourself) a clearer sense of direction. From endless meetings to shifting priorities, we explore what’s actually worth your time and how to make it count. We cover: Spotting the difference between busy and making progressUsing 3 daily non-negotiables to take control of your dayBuilding a 90-day plan and creating a proper leader’s playbookMaking sure your metrics match your values and cultureLetting your calendar speak for your leadershipQuietly fixing one small thing each weekSeeing why remote accompaniment matters more than everWhether you’re new to leading a team or you’ve been doing it for years, this episode offers honest, realistic ways to manage your time, your work and your team. Haven’t listened to Part 1 yet? That one’s all about managing people – worth going back for. To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

If you lead a team, or have just started, this is part 1 of two episodes all about making that role easier and more effective. We talk about the stuff that’s hard: What to do when someone says the rules don’t apply to themHow to respond without backing down or starting a rowDealing with likeable people who still aren’t performingHelping quiet team members feel confident to speakGetting two people to work together when they clearly don’t want toYou’ll also hear how to open a meeting with purpose, give useful feedback, and create the kind of team environment where expectations are clear and people know what good looks like. This episode is all about managing people – the day-to-day conversations, nudges, and challenges that come with the job. Part 2 is coming soon, where we’ll look at managing time, workload, and getting out of firefighting mode. Listen in and take one idea into your week! To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

Are your days full of meetings, messages, and madness? Feel like you’re reacting instead of creating? In this episode, Bob and Jeremy take on the chaos of modern working life – hybrid schedules, constant pings, and the illusion of being ‘back-to-back’ busy – and show you how to get a real grip on your time. From Stephen Covey’s time matrix to Ivy Lee’s brilliantly simple ‘Success Six’, they share practical tools to help you prioritise what matters, reclaim your focus, and feel accomplished – not just exhausted. You’ll also hear why Friday has quietly become the new Saturday, how retirement is being totally redefined, and why your energy peaks (not just your schedule) should shape your day. Expect laughs, real-life examples, and five powerful tactics you can try today – from time blocking and batching comms, to deleting, delegating, and finally saying no. You’ve got 24 hours a day… but are you flying the plane or clinging to the wing? Tune in now and discover how to make time work for you. To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.

What does it take to build a successful sales training business - and still be laughing 25 years on? In this special anniversary episode, Bob and Jeremy reflect on the lessons, surprises, and stories they’ve collected over a quarter of a century of running a training company. One of the biggest revelations? Learning to take business a little less personally. As Bob admits, “Every knockback felt like a blow to the heart” in those early days. Over time, they learned to separate self-worth from outcomes - building resilience, perspective, and a clearer sense of what drives long-term business success. From standout leadership moments to spontaneous karaoke, the stories span cities, countries, and conference rooms. You’ll hear tales from Dublin to Delhi, and Amsterdam to Atlanta - all reinforcing a simple truth: business growth often comes from the unexpected. Whether it’s a three-hour wine-fuelled lunch in France, or a client mix-up that sparks a brand-new idea, there’s wisdom in the unplanned. There’s practical insight here too - around investing in personal development, taking time to reset, and remembering that culture, connection, and not taking yourself too seriously are all part of a sustainable leadership journey. Whether you’re leading a business, growing a team, or reflecting on your own path, this one’s for you. What’s the biggest lesson you’ve learned in your own business journey? We'd love to hear your stories and questions! To find out more about our work and to see what we could do to help your organisation, visit www.realitytraining.com.