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The Client

NLC is Australia’s leading Novated Leasing company.

The Issue

Changing Government Legislation on the tax deductibility of financed automobiles threated to destroy the business model, and thus all commercial value as a business. This subsequently forced the need to reduce its workforce by 50%. A new business model needed to be developed along with a proactive and commercially minded staff culture

The Plan & Methodology

A new strategic plan was developed under 

  • A New Brand Promise: Savings + Ease + Know How
  • Five Strategies
    • Brand Alignment
    • Growth in consumer service offerings
    • Control the vehicle life cycle
    • A pursuit of Operational Excellence
    • A Culture where people love to come to work

A three-year plan was developed to disrupt the market and maximise the potential sale value of the business. The methodology required five key components

  • The creation of an Advisory Board who could provide specific strategic advice to the Executive Team
  • A restructure and renewal in the Executive Team and Key Front-Line Leaders focused on the delivery of the Brand Promises
  • The creation of a web enabled business model and channel to market that allowed full access to consumers
  • A more bold and enterprising approach to Account Management
  • A sustained and systematic approach to indoctrinating the NLC Way (Culture) and an unrivalled Customer Service Experience

This was a substantial cultural change process that required new approaches to L&D, the refinement of both Performance Management & Reward & Recognition Systems, the building of Coaching Skills into both the Executive and Front-Line Leadership Teams and the development of real time measurement and monitoring systems that would empower staff to make quicker and more commercially informed decisions 

The Outcomes

The business grew exponentially its sales and performance metrics, including customer satisfaction, market share, brand awareness and employee morale and retention. Within six months of launching its new brand promise – A Better Way To Buy a Car – and new website it was approached by a range of local and overseas investors and buyers. The business was sold to a publicly listed entity for a confidential value – but significantly above expectations.


  • I have had the opportunity to work with David for many years. During this time he has been exceptional at delivering on the brief to achieve excellent outcomes. He has worked with me on everything from internal sales conferences, leadership development as well as playing a critical role in supporting the business acumen within our dealer network. Dave did a fantastic job with our future leadership program “Navigator”, which led to numerous internal promotions as well as one pro"

    - Jamie Mair
  • David guided the cultural transformations of companies I lead from 1999-2012. His methodologies are based upon behaviours and active engagement between people, teams and leaders. The sustainable effect of his framework remains evident at my last role (2007-2012 - prior to my retirement) and has long been positively discussed at all levels within that company even today (2020). I highly recommend David for a "no nonsense, understandable and behaviours driven" cultural change programme.

    - Mike McCarthy
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