Team care is a smart business strategy

Your team is the engine that keeps things moving, the compass guiding the way, and the foundation that culture is built on. Forget that, and everything else, no matter how streamlined your systems are or how sharp your strategy is, starts to wobble. Putting people first is the smartest growth strategy there is.

There’s a plethora of research out there that supports this. The numbers tell us when your team feels looked after, your whole business does better. Companies with engaged employees make 21 per cent more profit and get 17 per cent more done. When people feel cared for at work, they show up more often and stick around longer.

Businesses that prioritise team wellbeing see 41 per cent less absenteeism and 36 per cent higher retention, which means you’re not constantly forking out thousands to replace staff. Plus, happy teams lead to happy customers. They deliver better service, boost sales by up to 18 per cent, and help build loyalty that actually lasts.

Kerry Bolton, founder of Caring Lotus, knows this and has built a business that’s as successful as it is heart-led by leading with empathy, recognising her people, and making care her currency.

Kerry said without her team, the business wouldn’t be the success it is.

“Success doesn’t happen solo, every moving part has a person driving it. When you work in an industry that is all about caring for others, if you don’t care for your team, that trickles out into everything you touch,” she said.

Show you care

One of the most important elements of putting people first is making sure they feel seen.

“When the business wins, it’s our win,” she said. “I love taking team members out for lunch or dinner to show them how much I appreciate them and that they are a big part of any win.”

“We recently ran an internal competition to get more content on our social media accounts. It was a way to get the team involved and have a laugh as they got creative with their pictures and video. I wanted them to know that without them, the great results we get for our clients don’t happen.”

Kerry gives her team gift vouchers, invests in personal development opportunities and honest words of appreciation and isn’t afraid to give credit where credit is due. valued.

Match people, not just shifts

Working in the disability sector, there are many moving parts that comes with supporting people with disabilities. There are many services that look at client support as a task to schedule. Kerry’s client/support working matchmaking approach is a win/win.

“We don’t just send someone out to do a shift, we take the time to match people based on shared interests, personality, and energy,” Kerry explained. “If a client loves gardening or painting or fishing, we’ll find a support worker who genuinely gets that. It’s about compatibility.

“This approach has been so valuable in not only building better relationships between the support worker and client. It means clients feel understood and supported in ways that actually matter to them. Our support workers get to build genuine rapport and purpose in their work.

“We find that the outcomes are much better all round. The support feels more like a friendship.”

Own your mistakes

Things can and do get messy in business. Not everything goes according to plan. When mistakes happen, it can be easier to sweep it under the carpet and move on. Nothing to see here. But Kerry wanted to show the team and Caring lotus’s clients that mistakes are owned. Kerry created MUDD – Miscommunication, Understanding, Directions, Development. “It’s a structured way of capturing when something goes wrong, whether it’s a missed appointment, a confusing instruction, or a misalignment in care delivery. The team completes a MUDD form to document what happened, then discusses the root cause and how to fix it moving forward,” Kerry said.

“Mistakes aren’t hidden, they’re honoured as opportunities to grow. Clients receive handwritten apology cards signed by the admin team when needed, to show that care is personal and mistakes are never brushed aside.”

MUDD strengthens the team by promoting psychological safety, encouraging problem-solving and improvements and doubling down on shared values.

“It’s a simple but powerful system that turns errors into learning opportunities. There’s no blame or incriminations. This helps our team feel safe to make mistakes, which always happen, but not hide from the mistakes.

Honesty from the top

Leaders are not immune to mistakes and when leaders are willing to say ‘we got it wrong’, it sets the tone for everyone else. Kerry is open about what she gets wrong.

“I don’t know anyone who is perfect and pretending to be so is not being honest. When the person at the top is open, transparent and not afraid to own this, it sets the tone for everything else. If I can’t own my mistakes, how can I expect my team to? I’d rather be real than right,” Kerry said. “Being open with the team when something goes wrong creates trust. It also sets the tone for the whole business. When your team sees you owning your own mess, they feel safe to own theirs.

“I also don’t have all the answers. I listen to my team, clients, and my mentors, and I adjust. That kind of openness keeps the business adaptable and grounded.”

People need to feel trusted and valued and know they matter. If you care for your people,  they’ll take care of everything else.

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