Episode 104 – “Communication is Key" - The £5M glue you're missing

Have you ever watched a multi-million-pound refurb project grind to a halt because tenants couldn't reach anyone when builders blocked the car park?

In Episode 104 of the Accidental Business Owner Podcast, I bring on Dougal Paver, Managing Director of Merrion Strategy, to unpack the St James Business Centre Warrington transformation – an 80,000 sq ft multi-user hub reborn through ruthless stakeholder communication.

Dougal Paver brings 25+ years in marketing, PR, and stakeholder engagement within the UK's built environment. He's advised major developers, regeneration agencies, and landowners on high-stakes projects, blending comms expertise with development policy and property regeneration. Clients rave about his vast network, public affairs mastery, and ability to scale operations – but what sets him apart is his trench-level experience with real tenants, contractors, and chaos, not just theory.

This episode hits home for business owners, property professionals, and operations leaders wrestling with change, disruption, or scaling without losing control.

Key Themes Explored with St James Examples:

• Communication as Must-Have Infrastructure: Dougal flips the script – it's not "nice to have," but your operational backbone. Advance warnings, tenant briefings, and regular updates kept St James moving.

• Stakeholder Mapping Mastery: No more "tenants vs contractors." Map everyone: building management, facilities, tenants, contractors, local authority, car parking, IT, cycling, reception, café. Each gets tailored comms for their needs.

• Minimising Downtime in Live Projects: Phase works smartly, flags noise/access/service hits early, and buffers with wins like new café, breakout spaces, and tech hub to cut interruptions.

• Brand & Perception Shift: Rebrand from dated to modern flexible hub. It's not just steel and concrete – it's how people feel about the space, service, and comms culture.

• Trust via Transparency & Accountability: Clear escalation paths (who to call, when), promises kept. Informed tenants tolerate disruption, stay loyal, and boost long-term retention.

You'll walk away with tools to retain tenants, slash chaos in your ops, and scale ethically – straight from a project that turned potential disaster into growth. Perfect for accidental owners trapped in daily fires, applying #ADDAZERO precision.

Listen Now: Subscribe on YouTube, Apple Podcasts or Spotify, rate 5 stars, and visit MyTrueNORTH to audit your business freedom.

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