A clear connection between workplace culture and success | Interview with Yvonne Lindsay, Telecom Networks

From startup struggles to sector success, entrepreneur Yvonne Lindsay’s people-first approach is now driving Rutherglen-based Telecom Networks’ growth, culture and bold expansion across Scotland’s competitive telecom market, writes Colin Cardwell.

Yvonne Lindsay is proof that perseverance pays off.

When she left one of the telecom sector's giants in 2010 to found Telecom Networks, she says it was out of a sense of frustration with the bureaucracy entailed in working in a large corporate environment and her disillusionment in a lack of customer focus at the heart of the business.

Now, she heads 15 staff at the Rutherglen-based company and is about to make a further six appointments.

Her belief in the importance of collaboration between smaller companies in the sector was demonstrated recently when she and Kenny Haughey - son of entrepreneur Lord Willie Haughey – completed a joint venture (JV). After being invited on to the Go Radio Business Show (co-hosted by Lord Haughey and Tom Hunter), it transpired that Kenny, at COMMS FM, was looking for a new managing director to help shape and grow the business.

"I was assured that I would have full autonomy over the day-to-day operations of the JV and while bringing together two companies with different values and processes was challenging, it was an incredibly rewarding experience," she says.

"I've built an incredible team—people I consider my extended family—and the energy within the business is truly off the charts. Our key values are fun and customer-centricity, which I believe are the perfect ingredients for a thriving, growing business."

Kenny Haughey concurs: "I'm delighted with the new partnership between COMMS FM and Telecom Networks. Yvonne has all the attributes to drive the business forward and I wish her every success."

Telecom Networks initially began on a very small scale and was funded by Lindsay's own savings, plus some support from her parents and the help and mentorship of a friend who believed in her vision.

"Our goals, however, subsequently diverged. He was older and wanted to slow down, while I was in my 20s, full of energy and driven to succeed. In 2015, I bought his shares, becoming the sole owner of the business."

"That decision turned out to be one of the best I ever made," she says. "Since then, the company has grown steadily year after year, and we now serve over 1,200 clients."

As with many startup firms, this was not achieved without challenges and overcoming some personal hurdles. In addition to becoming a mother, she was also heavily involved in end-of-life care for her own mother, while shortly afterwards her marriage ended.

"At that stage I was unsure what the future held for me. Everything changed when I was invited to take part in the Go Radio Business Show. After that, I was asked about a joint venture, and in that moment, it all made sense. That was the light bulb moment that sparked the idea for the JV," she recalls, adding:

"Sometimes you have to step back and reflect on life's challenges to see the next opportunity. Some of these, of course, are challenges that are inevitable in any young company."

That includes working possibly too hard – every hour, every day – because when you believe in something so much, you just know you must put in the time and effort. Balancing work and personal life has been an ongoing challenge," says Lindsay.

Staff recruitment is another obstacle. "Finding the right people who align with our values and culture is tough, especially because Telecom Networks is uniquely proud of our culture and it's essential to find team members who fit with our vision."

Plus, there is the issue of market saturation. "The market is filled with numerous telecom resellers and for clients, decisions ultimately come down to the bottom line and cost is king," she explains.

"However, we try to differentiate ourselves through our authenticity: for example, until last year, we were the only all-female telecom company in Scotland, which helped us stand out and gain recognition for our diversity and credibility."

The primary focus for Telecom Networks remains the SME market, which is where she sees the greatest potential for growth.

"That said, I am highly motivated to penetrate the public sector further, as I believe it represents the next step in our expansion. And if only the red tape and bureaucratic hurdles could be eased, I'm confident we could make even greater strides," she adds.

"Securing contracts typically requires being on frameworks and the tender process is long, complex and highly competitive. While early in my business journey I attempted to secure public sector contracts, I faced repeated setbacks and I believe the government could do more to simplify the process and create a fairer playing field for smaller companies like ours."

In addition to sales, marketing is something that Yvonne has begun to increasingly embrace, working with her marketing team to create new blogs, videos, and social content for the social strand of Telecom Networks.

"Staff and customers should feel valued and have a voice, not just a number," she says. "Telecom Networks is a small business, so we make this happen, which is reflected in our low staff turnover and high customer retention rate. Ultimately, everyone is part of Telecom Networks and that's what makes us so successful."

This article was written as part of the Herald Scotland's Business HQ Magazine. Click here to read the full edition.