Sunday, September 13, 2026
FMCG suppliers just got scored on 38 retailer-relationship competencies — and the results reveal a growth capability gap hiding behind operational excellence. Here's the two-bucket audit to fix it before your next category review.
Plenty of SME owners have a business coach's number saved — and only dial it when something has already broken. A key client walked. Cash is tight. A senior hire didn't work out. That's not coaching. That's crisis management with a coaching label on it, and it's the single biggest reason owners underrate what coaching can actually do for their business. The data on this is clear: coaching works best as a sustained relationship, not a fire extinguisher.
The named enemy is Firefighter Coaching — engaging a coach reactively, only when something is visibly wrong, then quietly letting the relationship lapse once the immediate fire is out. It feels efficient (why pay for something you don't currently need?) but it means the coach only ever sees your business in crisis mode, never gets to build the pattern recognition that comes from watching it operate normally, and never gets the chance to help you avoid the next crisis before it starts. Research from the ICF Global Coaching Client Study, conducted with PwC across 2,165 clients in 64 countries, found that companies see a median return of seven times their coaching investment — but that return compounds with structured, ongoing engagement, not one-off sessions. The same research base recommends a minimum multi-month engagement with measurement checkpoints, because behaviour change takes repetition, not a single conversation.
You can read more on the ROI research in this breakdown of the ICF/PwC study.
1. Fixed cadence, not trigger-based — weekly or fortnightly, regardless of whether anything is "wrong." The value comes from the coach seeing patterns across months, not being parachuted in after the fact.
2. A standing agenda, not just a crisis agenda — every session covers the same three things: what moved forward, what's stuck, and what decision is coming up that needs outside perspective before it's made, not after.
3. A record that compounds — track what's been raised and resolved over months, so pattern-level issues (the ones that only show up over time) actually get seen instead of resetting every time a new crisis starts the conversation from zero.
"I catch up with Kevin once a week and it is definitely the highlight of my week. He just sees different opportunities so clearly. I would not have considered the B2C market as an opportunity before working with Kevin and now it is a major focus for us. He has opened up so many new opportunities for us."
— John Roberts, Co-owner and COO, Oragene
The honest reason most owners only call a coach in a crisis is that a fixed cadence feels like an ongoing cost, while a crisis call feels like a necessary one. But that framing has it backwards — the businesses getting the 7x return aren't the ones calling in a panic, they're the ones with a standing weekly slot where the small decisions get better before they ever become a crisis worth calling about.
If the only time you've spoken to a coach this year was in a crisis, that's the pattern Kevin helps you change first.
...and you become the owner who gets help before the crisis, not after it.