08/06/2026
Seven years ago I was flying to Malaga and trying to stop people putting suitcases in the wrong overhead lockers.
This week I’ve been reviewing plans for our fifth hearing clinic.
I genuinely have no idea how that happened.
My career started in aviation. I spent three years on the ground with bmi and 14 years as cabin crew with British Airways, with training roles along the way.
What aviation taught me was that customer service isn’t about scripts or slogans. It’s about people.
It’s noticing when someone is nervous.
It’s explaining things properly.
It’s solving problems before they become problems.
And it’s understanding that the thing someone is worried about isn’t always the thing they’re actually talking about.
When Frazer and I opened Almond Hearing in Livingston in 2020, I wasn’t thinking about hearing aids.
I was thinking about how people feel.
How they feel when they call us.
How they feel when they walk through the door.
How they feel sitting down with a coffee.
Whether the environment feels calm and welcoming.
Whether they feel comfortable asking questions.
Whether they leave feeling listened to and looked after.
Of course, none of that matters without expertise. Our audiologists come from strong clinical backgrounds and we invest heavily in specialist equipment and training. Whether someone visits us for ear wax removal, a hearing assessment, balance testing, tinnitus support or hearing aids, the clinical care has to be exceptional.
But I’ve always believed the experience around that matters too.
One thing I’m particularly proud of is our team. Clinical expertise matters, but kindness matters as well. We’ve deliberately built a team of genuinely warm people who care about doing a good job and looking after others. You can teach systems and processes. Kindness is much harder to teach.
As the business has grown, I’ve found myself spending less time thinking about airports and more time thinking about customer journeys, recruitment, clinic interiors, coffee machines and the occasional lease agreement.
One thing hasn’t changed though.
I still believe the small details matter.
In fact, they’re often the things people remember most.
Every detail considered.
