Viewpoint // Sarah McCrossan Viewpoint
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defensive. I had little respect and thought he has no idea. I don’t like to be questioned or proved wrong and he did both. I used to think he was an ogre
putting me through my paces fortnightly, I dreaded our meetings. I had paid good money for this experience and questioned my own sanity, but I don’t shy away from a challenge either so I kept going back for more. Over time, something began
to shift. I knew my numbers. I recognised patterns. I started putting processes in before
he
asked. I couldn’t wait for the meetings and I actually started to really like Colin and I now owe him a debt of gratitude. He had done his job! It was emotional when he said ‘You don’t need me anymore’ and I felt a great sense of pride. The big realisation was this: Being good at design and people
You have to count the profit at the
The “science” – the statistics, systems and structure – deserves just as much respect as the creative side
"
came easy and I was a natural. Running a business is a language and science of its own. They are related, but they are not the same. And the “science” – the statistics, systems and structure – deserves just as much respect as the creative side.
Future investment That coaching cost me around
£2,500 – and it has paid for itself many times over. Research regularly shows that the majority
of organisations that more, thanks to invest in
coaching recoup their investment and
improved
performance and decision-making. There are lots of key points from that time that I still carry with me today, that are simple but powerful. I know how important it is to truly
know the market – most of your profit comes from a minority of your work. It’s also important to market yourself to your specific client demographic, measure everything, repeat what works and ditch what doesn’t.
August 2026 kbbreview
end, not just at the quote stage. And when something goes wrong, build a process so it doesn’t happen again. Understand your SOPs, KPIs and
average order values – and use them to steer, not just to report. Then monitor leads and conversion rates and let that steer too. Today, I could sit down with a set of figures from almost any KBB business, never step foot in the showroom, and tell you a lot about how healthy it really is. The conversations I have now are as much about statistics and conversions as they are about door styles and worktops – and, unexpectedly, that language is incredibly rewarding. In short, talent, an eye for design, and people skills will get you into business – but understanding the science behind the numbers is what keeps you in it.
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iStock.com // Visual Generation
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