Business owner takes control of growth with management course

It’s not often that a business leader sees a rapidly increasing customer base as an issue, but this was the case for Eunice Mwale, managing director of Lovehands Care Services Ltd.

Eunice explains: “Lovehands Care was started in 2019 as a passion project off the back of my experience as a carer. After spending many years providing care, I wanted to create a business that would allow me to share my compassionate, people-centred care approach where the needs of individuals were understood and this business was the vehicle for that.

“But the business mushroomed, it felt like everyone wanted our services and I was struggling to overcome issues with finding the right staff and ensuring our values were maintained. I realised that I needed to develop my business management skills.”

The business started with three employees, and within six months the workforce increased to 25. By September 2021, Lovehands Care had 55 staff delivering 2,000 hours of care a week in Derby and the surrounding area. Feeling overwhelmed by the growing business, Eunice found the Help to Grow: Management Course and enrolled with Derby Business School in December 2022.

Finding control

The Help to Grow: Management Course gave Eunice the knowledge and confidence to regain control of her business. Equipped with an understanding of core business frameworks, and a clearer sense of her role as a leader, she was able to develop digital processes, financial clarity, and a vision for employees.

The second module focuses on digital transformation. What Eunice learned in this two-hour online session inspired her to create a completely digital record system and helped her plan the changes she wanted to make.

“The government pushed for the care industry to be 80% digital by March 2024. This seemed like a huge challenge, but the course made it very easy for me to map out the stages of implementing digital processes and see the benefits of having a central source of information, such as saving time.”

Seeing the immediate impact, Eunice encouraged her husband, who handles finance for Lovehands Care, to attend. The learnings in operations and finance, together with an understanding of how to use the strategic management template Business Model Canvas, gave the owners a firmer grip on how the business can move forward with existing resources.

“We now have accurate projections and firmer budgets. With our new strategy, our business is sustainable, we know the areas we can improve, and we can make smart investments for steady growth.”

Clearer engagement

With clearer projections and processes, Eunice could start to address staff engagement and ensure the business values were being lived out. This is vital in the service industry where the brand experience depends on the attitude and commitment of employees. With the help of the Vision, Mission and Values module, she honed the culture she wanted at Lovehands Care.

“I wanted a value-based system in our recruitment strategy. These values needed to mirror my own so we provide care with integrity and help people live their lives the way they want to.

“The course enabled me to define our core values and what we offer the people that join our team. Our staff can see avenues to further their career and understand what drives the business: helping people.”

Leadership with balance

With a shared vision, efficient processes, and a growth plan, Lovehands Care is now sustainably growing rather than chaotically expanding.

“Most leaders in the care industry would benefit from the Help to Grow: Management Course. You learn from people in different industries and have the opportunity to put your thoughts on paper and get feedback from expert advisers at business schools like Derby. You can then apply these learnings directly to your business.

“Before joining the course in 2022, I wouldn’t have a day off. Now I can enjoy weekends and don’t have to keep checking my phone. I can trust my team and I believe that they are applying our values. This has been an important step for me as a business leader.”

Moving forward, Eunice wants Lovehands Care to become the best care service in Derby, and her team now appears set to make that a reality.

This article comes courtesy of Chartered ABS, the provider of the Help to Grow: Management Course, supporting business leaders across the UK with practical management education.

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