What is your personal business philosophy or business focus?
My personal business philosophy links to my long-distance swimming history - when you are swimming you have to figure out where you are going, get the right team to help you and take one stroke at a time until you get there. Also you never know what you might meet - be it sharks, jellyfish - but you have to remember it took a lot of time to get to where you are on the journey, so keep swimming.
What was the best business decision you made for the company?
The best business decisions are those which stand the test of time. Bupa made a decision to create a career pathway for caregivers, which led to up-skilling of staff. It did mean additional cost, but the pathway has been emulated by the industry - what do they say? Imitation is the sincerest form of flattery? By international and New Zealand standards we have a very engaged workforce. Our customers are very satisfied with our services which is a wonderful testament to the great people in the Bupa family.
What was the hardest or worst business decision you made and what did you take away from it?
At 31, I went to Tokoroa to run the central north island forest for Carter Holt Harvey. I was a youngish, blondish lady without a long track record in forestry. Customers and staff thought I would never last the week. I hung in there and lasted more than two and a half years. I had to work hard to gain credibility with customers and suppliers. How I did this was really focusing on their businesses and how CHH could help them improve. It was a tough time but it was the making of me as a leader. I took three things from it:
• When you don't have a solution, ask the customer
• Tomorrow is another day
