The Business Nobody Can Buy

Ask ten of your best customers why they buy from you, then write down what you think they'll say before you ask. In business after business Kevin has advised, the two answers don't match — and that gap is usually the real reason growth has stalled, not the marketing spend or the sales team. If your revenue chart has flattened even though the team is working harder than ever, the strategy document isn't the problem. The story you're telling yourself about why you win is. Kevin has built and sold nine companies and sat in rooms with McDonald's, IBM, and Nestlé, and he has watched founders doing $2 million and $200 million make the exact same mistake: they optimise a value proposition nobody asked for.

Most strategic plans are written from the inside out. An owner sits down, lists what the business is good at — service, quality, heritage, price — and builds a growth plan on top of it. The trouble is that customers rarely buy for the reasons founders assume. Harvard Business Review's research on customer strategy consistently finds a measurable gap between what companies believe differentiates them and what customers say actually drives the purchase decision. Kevin sees the domestic version of this constantly: an FMCG founder convinced customers buy on provenance, when the buyer at the supermarket is ranging them purely on category gap-fill and margin. A services firm convinced clients stay for expertise, when they actually stay because one account manager answers the phone. Build strategy on the wrong reason, and every dollar you spend reinforcing it is wasted.

This is the tool Kevin runs with every new client before they touch a single marketing channel or sales script. It takes one week and costs nothing but time.

1. Ask, don't assume — Call or message your ten highest-value customers and ask one open question: "What made you choose us, and what would make you leave?" Record the answer word for word. Don't lead them.

2. Write the internal version first — Before you read the answers back, have your leadership team independently write down what they believe the answer will be. The size of the gap tells you how much of your strategy is fiction.

3. Realign the three levers — Once you know the real reason customers buy, test it against your pricing, your marketing message, and your sales script. Usually only one of the three is actually built around it.

This is the starting point of what Kevin calls the Simple-Growth System™ — because before you can build a roadmap, you need to know which mountain you're actually climbing.

"Kevin's knowledge and intellect on all things business — no matter what industry it is — he just seems to find gems that you can focus on. 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

Most owners know, in theory, that they should ask customers why they buy. Almost none of them do it, because it means confronting the possibility that the story they've been telling investors, staff, and themselves for years isn't quite true. That's an uncomfortable conversation to have alone, which is exactly why it rarely happens inside a business without someone outside the business asking the hard follow-up questions. This is where an experienced pair of eyes — someone who has run the P and L, not just consulted on it — earns its keep. It isn't about having better ideas than you. It's about being willing to sit in the discomfort of the gap until the real answer surfaces.

If your growth strategy has never actually been pressure-tested against what your customers say in their own words, that's the first gap Kevin helps you close.

...and you become the owner who knows exactly why your customers choose you.