As the business matures, it stretches forward towards greater professionalism. We talk about the three Cs that are the aim of professionalism: Calmness Confidence Consistency We talk about the essence of professionalism: Capturing 'our ways of working' Making sure there's always value delivered — for customers, and for the standing of the business Ensuring efficiency — removing unnecessary overheads Giving clarity And making the best client experience possible And we talk about how hyper-growth can jeopardise a lot of that! Professionalism demands that project delivery processes are comprehensive and robust. In the second half of the episode we talk about the 'why' of processes — why they're there: they're the way you do things, adding to the distinctive character of the business they're reliable, replicable practices — and that can lead to automations they're clear, and can be explained easily to customers But processes should also be separate from the person themself, like a product for the business. Lastly we talk about the hazard of processes that over-boil!