Confessions of a Cleaning Business Owner

If you’ve ever felt like you’re constantly “on call” for staff, repeating yourself, or dealing with the same issues again and again, this episode is for you.     In this educational interview, Diane and Louise break down why boundaries are the foundation of strong staff management in a cleaning business — and how the right boundaries actually make you kinder, fairer, and more consistent as a leader.     You’ll learn how to set clear expectations around communication, roles, and responsibilities, what to do when boundaries are crossed, and how to enforce rules in the moment without damaging trust.     In this episode, we cover:   Why you can’t grow a team without clear rules Communication boundaries (hours, channels, response times) Role clarity: what’s “their job” vs. what’s “your job” Handling boundary crossings and disciplinary steps Policies, consistency, and creating a respectful workplace culture Sound bites You can’t grow without rules.” “Enforce boundaries in the moment.” “Boundaries make your life easier.”   Keywords     boundaries, staff management, cleaning business, communication, policies, HR, leadership, team building  

Louise and Diane tackle one of the most stressful (and most essential) parts of running a cleaning business: putting your prices up. Recorded in early March ahead of the April cost increases, they break down why price rises are unavoidable from National Minimum Wage and employer costs to insurance, SSP changes, and the hidden financial pressures solo cleaners feel when tax thresholds stay frozen.     They also call out the most common ways cleaners accidentally sabotage a price rise: asking for permission, over-apologising, firing off an informal WhatsApp message, avoiding client conversations, or panicking and hiding after sending the notice. Instead, they share a calm, professional approach that protects your profitability while keeping the relationship human.     You'll learn how to price from your real delivery costs (not Facebook competitors), when to raise prices, why starting new clients on the new rate builds confidence, and what to do when clients want to renegotiate. Louise and Diane talk through practical options like adjusting frequency, time, or scope and how to manage expectations when a weekly clean becomes fortnightly or monthly.     If you're nervous about increasing prices, this episode is your reminder that the real risk isnt raising prices its not raising them and slowly working yourself (and your business) into the ground.

Louise welcomes Diane back to Confessions of a Cleaning Business and puts Diane in the hot seat for a practical, myth-busting deep dive into recruiting self‑employed cleaners. With Diane’s real-world experience (including an HMRC investigation that confirmed full compliance), they unpack what actually matters when you’re bringing subcontractors into a domestic cleaning business.     You’ll hear how to word your advert without slipping into “employment” language, what you can (and can’t) promise around hours and pay, and why domestic cleaning tends to suit the self‑employed model more than fixed commercial contracts. They also cover the key compliance essentials: Right to Work checks (and how the online share-code system works), insurance expectations, using HMRC’s CEST tool to assess employment status, and getting the paperwork right with a Contract for Services.     Plus: the red flags that can add up (being their only client, overly fixed work patterns, logoed uniform), why “training” isn’t the problem people think it is (it’s really about setting standards and consistency), and the contract clauses you need—like substitution rights and non‑solicitation (not non‑competes).     If you’re considering your first self‑employed cleaner—or you want to tighten up how you already use subcontractors—this episode gives you a clear, confident starting point.

In this episode of Confessions of a Cleaning Business Owner, Diane and Louise get real about per-job pricing (charging for the standard, not the time) — why it’s blowing up in the groups, where it works brilliantly, and where it can go wrong. Diane shares what’s been coming up inside her per-job pricing challenge: the mindset shift cleaners need to make, why customers often care more about the finished home than the minutes on the clock, and how per-job pricing can reward efficiency instead of punishing it. Louise brings a refreshingly honest take from experience — including why switching to per-job pricing caused issues with staff, how it can impact quality if standards aren’t tight, and why sometimes the bravest move is simply putting your prices up. You’ll also hear practical angles on: When per-job pricing is perfect (especially for solo cleaners) Why monthly/4-weekly cleans need minimums to stay profitable The hidden time costs that destroy your “hourly rate” (travel, setup, lock-up, chat time) How to price initial cleans properly so you don’t start the relationship on shaky ground Managing job creep with clear inclusions and paid add-ons If you’ve ever felt stuck between “charging what you’re worth” and “what everyone else charges,” this conversation will help you rethink pricing with confidence — and choose the model that actually fits your business. Listen if you’re: Thinking about switching from hourly to per-job pricing Struggling to raise prices (or feeling awkward doing it) Tired of scope creep eating your profit A solo cleaner who wants a simpler, higher-value diary Want more support? By the time this episode goes live, Diane’s challenge will have finished — but the training videos, scripts, and handouts will be available in the DCBN members library.

In this episode of 'Confessions of a Cleaning Business Owner', Louise Trehearn and Diane Greenwood discuss their recent visit to the Cleaning Show in Manchester, exploring the latest trends in the cleaning industry, including the integration of AI technology and the challenges faced by domestic cleaning businesses. They delve into the importance of advocating for employee rights, particularly in light of new policies affecting small businesses, and share insights on best practices for using cleaning products and equipment. The conversation highlights the need for innovation and collaboration within the industry to ensure sustainable growth and employee welfare.  takeaways The Cleaning Show in Manchester showcased various suppliers and trends. AI technology is becoming more prevalent in the cleaning industry. Microfiber cloths have specific usage guidelines that are often overlooked. The domestic cleaning industry faces unique challenges that need addressing. Employee rights are at risk due to new policies affecting small businesses. Advocacy for the domestic cleaning sector is crucial for its survival. Data collection in the cleaning industry is often inadequate. Innovative cleaning products can improve efficiency and effectiveness. Collaboration with suppliers can lead to better solutions for cleaning businesses. Training and education are essential for adapting to industry changes. Chapters 00:00 Exploring the Cleaning Show in Manchester 02:52 The Role of AI and Technology in Cleaning 05:45 Debating Microfiber Cloth Usage and Best Practices 11:32 Challenges in the Domestic Cleaning Industry 18:04 Campaigning for Employee Rights in Cleaning 28:39 Innovations and Solutions for Cleaning Businesses  keywords cleaning industry, AI technology, microfiber cloths, employee rights, cleaning products, cleaning show, domestic cleaning, training, business solutions, innovation  

Keywords cleaning business, niche selection, commercial cleaning, domestic cleaning, payment terms, profitability, deep cleaning, holiday lets, Airbnb, business growth Summary In this conversation, Louise Traherne and Diane Greenwood discuss the intricacies of starting a cleaning business, focusing on niche selection, the importance of predictability in contracts, and the challenges faced in various cleaning sectors such as domestic, commercial, and holiday lets. They delve into payment terms, profitability comparisons between commercial and domestic cleaning, and the realities of deep cleaning jobs. The discussion emphasizes the need for specialization while also recognizing the flexibility required to adapt to different cleaning opportunities. Takeaways Choosing a niche is crucial when starting a cleaning business. Predictability in contracts helps in building a reliable client base. Regular domestic cleaning can provide stable income for startups. Post-construction and end-of-tenancy cleans can be unpredictable. Holiday lets require a different business model and commitment. Payment terms in commercial cleaning can be challenging and lengthy. Profitability in commercial cleaning may not always be higher than domestic. Deep cleaning jobs can be profitable but require careful quoting. Communication with clients about expectations is essential to avoid misunderstandings. Flexibility in service offerings can help fill gaps in business.   sound bites "You need some bread and butter work." "You need to give me a week's notice." "You can't miss a changeover." Chapters 00:00 Starting a Cleaning Business: Choosing Your Niche 01:57 Understanding the Importance of Predictability in Cleaning Contracts 05:15 Exploring Different Types of Cleaning Services 08:24 Challenges of Holiday Let and Airbnb Cleaning 09:50 The Reality of Commercial Cleaning 16:14 Navigating Payment Terms in Commercial Cleaning 21:19 Profitability in Commercial vs Domestic Cleaning 29:05 The Challenges of Deep Cleaning 42:30 Specialization vs Flexibility in Cleaning Services

Ever feel like you’re working a 70-hour week, your diary is full, and yet the numbers still don’t add up? In this episode of Confessions of a Cleaning Business Owner, Louise Trehearn and Diane Greenwood unpack the “busy but broke” trap that so many cleaning business owners fall into—especially micro-businesses where the owner is still out cleaning while trying to run everything else. What we cover Why a full schedule can hide serious profitability problems The real cost of “unpaid hours”: admin, payroll, kits, laundry, recruitment, marketing, and accounts The pricing myth: why charging £20/hour with a team can leave you earning pennies Hidden costs that quietly destroy margins (NI, pensions, holiday pay, software fees, breakages, travel, phone bills) Why turnover near the VAT threshold doesn’t automatically mean you’re doing well The staffing reality: how a 10% absence rate can keep you permanently covering cleans How to stabilise your business before you try to grow it Practical fixes: build slack into capacity, tighten cancellation policies, set boundaries, and systemise enquiries Why “more tools” and paid marketing can make things worse if your foundations aren’t solid Key takeaway You’re not alone—and the fixes are often simpler than you think. If you’re busy but skint, it’s time to stop, stabilise, and rebuild your business so it pays you properly. Want support? If you need help getting your numbers, systems, and boundaries working for you, consider joining DCBN for resources, training, and member support.

SSP Statutory Sick Pay (SSP) is changing in April 2026—and for the domestic cleaning industry, the knock-on effects could be huge. In this episode of Confessions of a Cleaning Business Owner, Louise and Diane break down what’s changing (including SSP being payable from day one and the removal of the Lower Earnings Limit) and why these reforms disproportionately hit micro cleaning businesses built on part-time, school-hours work. You’ll hear the real numbers behind the new SSP day rates—why part-time teams could cost employers more per day than five-day workers—and how that collides with thin margins, high absence rates, and the reality that missed cleaning hours can’t simply be “caught up” later. They also explore the uncomfortable consequences many owners may be forced into: tighter contracts, stricter absence management, higher prices for customers, and a potential industry shift away from employed roles and back toward self-employed or agency models—undoing years of progress toward a more professional, compliant sector. Finally, Louise and Diane share what DCBN is doing to help members prepare (including legal guidance and updated resources) and why the industry needs to act together—because this isn’t just a policy change; it’s a threat to how domestic cleaning businesses operate. In this episode What’s changing with SSP in April 2026 The new SSP day-rate maths (and why part-time work is penalised) Why domestic cleaning is uniquely exposed What this means for pricing, staffing, and sustainability The likely shift in employment models—and what that means for worker rights How DCBN is supporting members, and how you can support the wider push   If you’re a cleaning business owner, employed cleaner, or self-employed cleaner, your support matters. Keep an eye on the show notes for next steps—petitions, actions, and resources—and please get involved when we ask. The future of the industry depends on it.

Podcast description (show notes) Is being a cleaner “embarrassing”… or is that just society’s outdated bias talking? In this episode of Confessions of a Cleaning Business Owner, Louise and Diane dig into the stigma around cleaning, sparked by a candid conversation with Louise’s 12-year-old daughter, who struggles with how to explain her parents’ work to friends. Together, they unpack the contradiction at the heart of it all: we judge businesses (and homes) by cleanliness, yet often fail to respect the people who deliver those standards. They explore how stigma shows up in real life, from being treated as “invisible” in workplaces to hearing the classic “anyone can do it” comments and why cleaning is still wrongly seen as a stopgap, not a career. You’ll also hear a straight-talking look at young people’s career expectations, the true cost of university, minimum wage realities for employers, and why cleaning can actually be one of the smartest career paths out there, offering progression, skills, travel opportunities, and a clear ladder all the way to business ownership (and beyond). In this episode, we cover: The social stigma of cleaning and how it starts young Why cleanliness is “essential”… but cleaners are undervalued The difference between domestic vs commercial respect University debt vs real-world career outcomes Why “anyone can do it” is one of the biggest myths in the industry The hidden career ladder in cleaning (and how far it can take you) Why the problem isn’t you, it’s them If you’ve ever felt judged for what you do, or you’re building a cleaning business and want to feel proud of it, this one’s for you.

Podcast description (show notes) In this episode of Confessions of a Cleaning Business Owner, Diane and Louise tackle a pattern that quietly wrecks profits, confidence, and leadership in cleaning businesses: people-pleasing. From saying “yes” when you mean “no”, to avoiding awkward money conversations, to letting staff performance slide because you fear conflict, this is the episode that calls it out (kindly) and shows you what to do instead. They unpack how people-pleasing shows up differently with customers vs. team members, why confrontation feels so personal (especially when you started as the cleaner), and how fear, guilt, and the need to be liked can turn you into the bottleneck in your own business. Most importantly, they share practical fixes you can use immediately: prep your words, focus on the outcome you want, use clear feedback structures, and follow up, so you can set boundaries without becoming the “bad guy”. In this episode, we cover: The hidden ways people pleasing shows up in cleaning businesses Why chasing money owed can feel weird (and why “Tony from accounts” works) Being liked vs being respected as a leader The “monkey on your back” problem (and how to stop rescuing everyone) Policies as boundary-setters (so you don’t have to keep saying yes) How to give clear feedback without the woolly, awkward conversation A simple framework: recognise, plan, script it, deliver it, follow up If you’re tired of over-delivering, undercharging, avoiding hard conversations, or carrying everyone else’s problems, this one will help you reset your boundaries and lead with confidence.

Keywords cleaning business, social media marketing, customer acquisition, Facebook, Instagram, local marketing, audience engagement, trust building, content creation, business growth Summary In this conversation, Diane and Louise discuss strategies for growing a cleaning business through social media in 2026. They emphasise the importance of selecting the right platforms, building trust through personal profiles, creating engaging content, understanding the target audience, leveraging social proof, collaborating with local businesses, responding effectively to inquiries, showcasing processes, and measuring success to adjust strategies accordingly. Takeaways 2026 is a pivotal year for growth in business. Choosing the right social media platform is crucial. Engagement requires more than just posting; it needs strategy. Building trust is essential for customer acquisition. Content should resonate with the target audience's needs. Social proof can significantly influence customer decisions. Collaborating with local businesses can enhance visibility. Timely responses to inquiries are vital for conversion. Showcasing your cleaning process can reduce price objections. Measuring social media success helps refine marketing strategies. Sound bites "2026 is my year of growth." "Pick a hero platform." "Posting with purpose." Chapters 00:00 Harnessing Social Media for Business Growth 02:47 Choosing the Right Platforms 05:33 Building Trust Through Personal Profiles 08:45 Creating Engaging Content 11:29 Understanding Your Audience 14:30 Leveraging Social Proof 17:09 Collaborating with Local Businesses 20:09 Responding to Inquiries Effectively 23:06 Showcasing Your Process 26:07 Measuring Success and Adjusting Strategies

Keywords winter illnesses, flu, COVID-19, infection control, cleaning protocols, health safety, client management, vaccination, hand hygiene, cleaning business Summary In this episode, the hosts discuss the impact of winter illnesses, particularly flu and COVID-19, on the cleaning business. They share insights on infection control protocols, the importance of hand hygiene, and managing client interactions during illness outbreaks. The conversation emphasizes the lessons learned from the COVID-19 pandemic and how these can be applied to current health challenges. The hosts also address the need for clear communication with clients and staff regarding health safety measures and the importance of being prepared for future illness outbreaks. Takeaways Winter illnesses are on the rise, impacting cleaning businesses. COVID-19 taught us valuable lessons about infection control. Good ventilation is crucial in preventing the spread of illness. Hand washing and hygiene are essential in cleaning protocols. Client communication is key during illness outbreaks. Cancellation policies may need to be adjusted during health crises. Masks primarily protect others, not the wearer. Assessing risk in each home is vital for safety. Trendy hand sanitizers can encourage better hygiene practices. Preparation for future illnesses is necessary for business resilience. Sound bites "We need to assess the risk in every house." "We had to abolish our cancellation policy." "We need to change which clients they go to." Chapters 00:00 Winter Illnesses and Their Impact 03:01 Lessons from COVID-19 06:20 Infection Control Protocols 10:12 Managing Client Interactions 15:03 Preparing for Future Illnesses

Keywords cleaning business, success, challenges, masterminds, customer service, AI, recruitment, training, personal growth, 2026 goals Summary In this episode, the hosts reflect on the significant wins and challenges faced by cleaning business owners in 2025. They discuss the power of masterminds in sharing knowledge, the importance of systems and technology in improving customer service, and the value of continuous learning. The conversation also touches on innovations in the cleaning industry, the role of coaching and personalized support, recruitment trends, and the impact of AI on business operations. As they look ahead to 2026, they emphasize the importance of training and development, community support, and setting goals for future success. Takeaways Over 70% of business owners got off the tools in 2025. Masterminds provide valuable shared knowledge and support. Systems and technology significantly improve customer service. Continuous learning is essential for business growth. Innovative tools like DocFlight enhance operational efficiency. Coaching offers personalized support for business owners. Recruitment trends indicate easier hiring conditions currently. AI is revolutionizing business operations and marketing. Training is crucial for applying knowledge effectively. Community support fosters growth and connection among business owners. Sound bites "Customer service has shot up!" "Masterminds are making a difference!" "Thank you for supporting us!" Chapters 00:00 Reflecting on 2025: Wins and Lessons Learned 02:51 Masterminds: The Power of Shared Knowledge 05:55 Systems and Customer Service: The Role of Technology 08:50 The Importance of Continuous Learning 11:27 Innovations in Cleaning Business: Tools and Resources 14:19 Coaching and One-on-One Support: Personalized Growth 17:20 Recruitment Trends: Navigating the Job Market 20:21 AI in Business: Revolutionizing Operations 23:06 Personal Growth and Achievements: Celebrating Successes 25:58 Looking Ahead: Goals for 2026 28:44 Training and Development: Enhancing Skills 31:46 The Future of the Cleaning Industry: Challenges and Opportunities 34:29 Community and Support: Building Connections 37:19 Final Thoughts: Gratitude and Future Plans

In this episode of 'Confessions of a Cleaning Business Owner', Louise Trehearn and Diane Greenwood explore the evolving standards of cleanliness in modern households. They discuss how personal upbringing, lifestyle, and cultural influences shape perceptions of cleanliness. The conversation highlights the challenges faced by cleaning professionals in managing client expectations, especially when those expectations differ significantly from reality. They also touch on the importance of maintaining a healthy home environment, the impact of mental health on cleanliness, and the necessity of open communication in the cleaning business. Takeaways Normal levels of cleanliness vary widely among individuals. Cultural background can significantly influence cleanliness standards. Managing client expectations is crucial for cleaning professionals. A healthy home can include some levels of dust and dirt. Mental health and time constraints affect cleanliness standards. Communication is key in navigating client relationships. Cleaning is often deprioritized in busy households. Expectations can differ based on family size and lifestyle. The cleaning industry faces unique challenges related to client perceptions. Understanding the balance between cleanliness and health is essential.  Titles Redefining Cleanliness: What is Normal? The Realities of Domestic Cleaning Sound bites "We need to build up immunities." "It's about managing the chaos." "Communication is key in cleaning." Keywords cleanliness, cleaning business, domestic cleaning, mental health, cultural influences, client expectations, healthy home, cleaning standards, lifestyle, cleaning tips    

Keywords cleaning industry, SSP, budget, small business, employment law, sick pay, recruitment, financial planning, employee contracts, absence management Summary In this episode, the hosts discuss the significant challenges facing small cleaning businesses due to new government policies, particularly the introduction of Statutory Sick Pay (SSP) from day one. They express frustration over how these policies disproportionately affect smaller businesses compared to larger corporations. The conversation delves into the financial implications of increased sick pay, the need for better employment contracts, and the shift towards self-employment as a response to rising costs. The hosts emphasize the importance of preparation and adaptation in navigating these changes while maintaining a focus on employee welfare and business sustainability. Takeaways The government policies often overlook the needs of small businesses. SSP from day one will disproportionately affect small cleaning businesses. Higher absence rates among staff are a significant concern for cleaning businesses. Financial planning is crucial to prepare for increased sick pay costs. Contracts and handbooks need to be updated to reflect new policies. Back-to-work interviews can help manage employee absence effectively. The shift towards self-employment may increase as costs rise. Rising costs will necessitate price increases for cleaning services. Trust and stability in business operations are essential for long-term success. Good businesses will differentiate themselves in challenging times. Titles Navigating the Budget and SSP Challenges in Cleaning The Financial Impact of New Sick Pay Policies Sound bites "It's a hidden cost." "We will adapt and cope." "Good businesses will survive." Chapters 00:00 Introduction to Budget and SSP Challenges 02:53 Impact of SSP on Small Cleaning Businesses 05:54 Financial Implications of Increased Sick Pay 08:44 Preparing for Changes in Employment Contracts 11:25 Managing Absence and Employee Expectations 14:30 The Shift Towards Self-Employment 17:23 Rising Costs and Pricing Strategies 20:11 Recruitment Trends in the Cleaning Industry 23:15 Trust and Stability in Business Operations 26:04 Conclusion and Future Outlook

Summary In this episode, the hosts discuss the financial challenges faced by cleaning business owners, particularly focusing on profit margins, pricing strategies, and the importance of quality service. They explore various options for scaling a cleaning business, including increasing prices, managing costs effectively, and the significance of delivering high-quality services to ensure profitability. The conversation emphasizes the need for cleaning business owners to understand their financials and make informed decisions to achieve success in the industry. Takeaways Many cleaning business owners struggle with profit margins. Understanding the true cost of delivering cleaning services is crucial. Scaling a business can lead to increased profitability if managed well. Pricing strategies significantly impact overall business success. Quality of service is essential for customer retention and satisfaction. Business owners often overlook hidden costs that affect profitability. It's important to charge competitive rates to ensure fair compensation. Decluttering and managing resources can improve operational efficiency. Investing in the right software can streamline business processes. Confidence in pricing can influence customer perceptions and sales.   Keywords cleaning business, profit margins, pricing strategies, scaling, quality service, business management, cleaning industry, financial success, cleaning services, business growth    

Keywords cleaning service, mix-up, customer experience, embarrassment, wrong house Summary The conversation highlights a humorous yet embarrassing incident involving a cleaning service mix-up, where cleaners mistakenly entered the wrong house, leading to an awkward situation with the customer. Takeaways I have literally walked into the wrong house. It's really embarrassing. My cleaners have gone to the wrong house. They were supposed to be at the next door neighbours. Wrong cleaners, wrong house.    

Keywords branding, business identity, customer experience, storytelling, marketing, brand promise, cleaning business, company culture, customer trust, personal story Summary In this episode, the hosts discuss the multifaceted nature of branding, emphasizing that it extends beyond just logos to encompass the entire customer experience and the personal stories behind businesses. They explore how branding can influence customer trust and recommendations, the importance of a consistent brand promise, and the need for businesses to evolve their branding as they grow. The conversation highlights actionable tips for building a strong brand identity, including the significance of customer reviews and storytelling. Takeaways Branding is more than just a logo; it's your story. People buy from people, not just businesses. A branded business is easier to recommend. Your brand reflects your company culture and values. Consistency in branding is crucial for recognition. Customer reviews play a significant role in building your brand. Branding should evolve as your business grows. Investing in branding should be a strategic decision. Marketing should reflect your brand's personality. Engaging storytelling can enhance your brand's appeal. Titles The Power of Branding in Business Beyond Logos: The True Essence of Branding Sound bites "Your brand is your story." "People buy from people." "It's important to get reviews."  

Keywords cleaning, customer satisfaction, expectations, perceptions, service quality Summary The conversation explores the challenges faced by cleaning professionals in meeting customer expectations and the varying perceptions of cleanliness. It highlights the disconnect between the effort put in by cleaners and the satisfaction of clients, emphasizing the subjective nature of cleanliness. Takeaways Cleaners often face unrealistic expectations from clients. Customer satisfaction can vary greatly despite the effort put in. The perception of cleanliness is subjective and can lead to misunderstandings. Efforts by cleaners may not always be recognized by clients. Communication is key in managing client expectations. Different clients have different standards of cleanliness. The emotional response of clients can impact their feedback. Cleaners may feel undervalued despite their hard work. Understanding client needs is crucial for service quality. Feedback loops can help improve cleaning services.    

Keywords cleaning business, entrepreneurship, business strategy, cash flow, team management Summary The conversation explores the feasibility of starting a cleaning business without engaging in any cleaning tasks. It discusses the necessary conditions, including financial considerations and the importance of having a reliable team to manage operations. Takeaways It is possible to start a cleaning business without cleaning. The dream is to manage rather than perform cleaning tasks. A significant cash buffer is essential for this model. Earnings will primarily come from the team, not the owner. Starting a business requires a different mindset. Managing a team effectively is crucial for success. Financial planning is key to sustaining the business. Entrepreneurship involves navigating various challenges. Understanding the market is important for growth. Building a reliable team can lead to business success. Titles The Dream of a Hands-Off Cleaning Business Navigating the Cleaning Business Landscape Sound bites "Is it possible to start a cleaning business and not do any cleaning?" "This is the dream a cleaning business is not doing any of the cleaning yourself." "You would need to have a significant cash buffer." Chapters 00:00 The Dream of a Non-Cleaning Business Owner 00:52 Skills Required for Success