Background
"I set up RM Financial about eight years ago. It was just me at first, and then brought on two staff in the first year. We grew quickly, with a lot of business coming through estate agents, and before long we had opened a second office and taken on more staff. On the surface, things looked great. But as we grew, the cracks began to show. After consolidating into one larger office, we hit COVID and, like many businesses, struggled to keep going. Coming out the other side, the property market was strong and business was booming, but behind the scenes it was messy. We had structural issues around roles and responsibilities, cashflow headaches from the money we’d had to spend during COVID, and no real system for tracking whether all the hard work was paying off. Personally, I was stressed, working long hours and constantly firefighting. Our small team was stretched to the limit, and although we were busy, it didn’t feel like we were making the money we should have been. By that point, the business had grown faster than I could manage on my own and that’s when I decided to start working with ActionCOACH and Scott."
Initial Improvements
"Working with Scott wasn’t an overnight fix - it took commitment. In fact, I’d say it took the guts of a year, maybe 18 months, before I really felt like, yes, we’re building what we set out to build. But even in those early months, there were some real “aha” moments that showed me we were on the right track. One of the biggest shifts was simply having an outside perspective. Scott helped me step back from the day-to-day chaos and realise that, actually, we were doing better than I thought. He gave me the belief that the business was making money, it just needed structure and a proper plan to really grow. He often talks about working with your head up, and that’s exactly what he helped me do.
The alignment day was a real eye-opener. Taking a full day to step away from the grind and map out exactly what I wanted for the next 90 days, the next 18 months, and beyond was invaluable. Having it all written down, clear and measurable, meant we could track progress and even pull goals forward when we hit them early. It’s something I think every business owner should do at some point. And then there was the accountability. That was huge for me. Scott is relentless (in a good way. If we set a target, like getting insurance sales to a certain level, he was on me every day until it happened. At first it was uncomfortable, but that constant push made a massive difference. It forced me to focus on the right things and follow through, and that mentality has now filtered down to the rest of the business."
Results
"Since working with Scott, the business has grown significantly. We’re now a team of 10, spanning both mortgages and commercial work and the difference is night and day compared to where we started. The team is stronger, everyone is in the right roles, and the pressure no longer falls just on me - or on a couple of people trying to carry everything. There’s a much healthier balance across the business, which has been a huge relief for everyone. Financially, we’re in a completely different place. Profitability and cashflow are easily ten times better than they were before, which means we can plan, invest and grow with confidence. We’re hitting targets, building momentum and enjoying the results of all the hard work.
On a personal level, things have shifted too. I’ll be honest - I still work plenty of hours - but it feels very different now. I’m working on the business rather than buried in the stress of trying to make it all hold together. It’s more enjoyable, less overwhelming and I finally feel on top of things rather than constantly chasing my tail. Even on the tough days, just having a structure, a plan and Scott to hold me accountable has made a huge difference."
Future
"Thanks to coaching, we now have a clear plan for the next 18 months and a 5 year vision. Unlike many business owners, we’re not just reacting month to month - we have defined targets for turnover, profitability and team growth, and we’re thinking about eventual exit strategies. Even if selling the business isn’t immediate, having procedures and structures in place means we’ll have options when the time comes.
Coaching has helped me see the bigger picture. It’s easy to get caught up in day-to-day challenges, but having someone force you to step back and look ahead changes everything. We’re building with purpose, not just putting out fires. There’s a sense of control and confidence now, even though the market and circumstances may change, we have a plan to navigate whatever comes our way. It’s also reinforced the value of commitment. You don’t see instant results, but sticking with the process pays off. The coaching sessions themselves, plus the follow-up work, force you to carve out time to work on the business rather than just in it. That structured time is priceless, because it ensures progress continues even when life gets busy.
Finally, having Scott as an independent, impartial sounding board has been invaluable. He listens, gives honest feedback and provides clarity without any hidden agenda. It’s someone to bounce ideas off, someone who challenges you when needed and someone who keeps you accountable - all of which accelerates growth and keeps the business moving in the right direction. Overall, coaching has shifted our focus from short term fixes to long term growth and sustainability, giving both the business and myself a clearer, more confident path forward."
Coach Perspective
“Working with Rhys has been a great example of what can happen when a business owner is genuinely prepared to commit to the process.
When we first started working together, RM Financial was already a successful and growing business. The challenge was that the structure, systems and team hadn’t quite kept pace with that growth. Rhys was carrying far too much himself, and a lot of our early work was about helping him get his head up, step away from the day-to-day and start looking at the business from a different perspective.
What has impressed me most is Rhys’s willingness to be challenged and, importantly, to take action. We’ve put clear goals in place, strengthened the team, improved accountability and created a much clearer picture of where the business is going.
The results speak for themselves, but for me the biggest change is the business Rhys is building now. There’s a clear plan, a strong team around him and a genuine long-term vision. He’s no longer simply reacting to what the business throws at him; he’s leading it with much more clarity and purpose.
Rhys has put the work in to get RM Financial to where it is today, and I’m excited to see where he takes it next.”
- Scott Millar, ActionCOACH
