Each and every week the Square Holes team are deep in the bowels of a number of projects, working to mine all of the insights that we can to help grow businesses and support thriving cities.

These insights are used by businesses and organisations to innovate their offerings, move into new markets, track their impact and hone their products and output. Each week we will be sharing a broad insight that we have learnt for you to use in your own work.

Let us know what you find valuable!

Jason: Clarity in the chaos

I’ve become somewhat obsessed with my brain lately: thinking clearly in chaos, bringing disparate perspectives into clarity, riding the storms of reality. We do such interesting work at Square Holes — from connecting all of government with tech and a shared purpose, to reimagining South Australia’s music ecosystem, to exploring emissions with grape growers and welders. Much of it starts with divergent conversations that converge into insight and action. Last night’s youth music roundtable (at SA youth icon Carlew), with a room of quirky, brilliant 14–22 year olds, was pure joy. At the same time, I’m juggling legal stuff, cashflow, family, projects, staffing and life. Without the joy of people and purpose, even the bravest data sailor would sink. In exploring brain health and taming my restless monkey mind, I keep returning to the basics: move, eat, sleep. Such a complex organ, yet so simple to maintain, easier, frankly, then keeping our car running at the moment – blah. The art is finding clarity in the chaos.

Dylan: Forged in the fix

Ever heard of the service recovery paradox? It basically stems around the idea that when a company messes up or creates a dissatisfied customer, but then handles the recovery exceptionally well, customers can actually end up more satisfied and brand loyal than if nothing had ever gone wrong. I thought this was an interesting concept, highlighting the value in investing in strong recovery processes and empowered teams. Dealing with genuine customer complaints / dissatisfaction with empathy, helping to turn slip-ups or moments of friction into loyalty builders. Sometimes, the best customer relationships are forged in the fix.

Mahalia: Education for every brain

In Australia, it’s estimated that around 15-20% of children and teenagers in the education system are neurodivergent. That’s a substantial number of children potentially struggling in a system that wasn’t designed for them. Change is slow in this area but there are signs that things are getting better, with prominent business leaders like Sir Richard Branson making his ADHD and dyslexia diagnosis public in 2019, followed by a promise to remove hurdles within his own business for neurodivergent people to work there. Our own work within the education system shows us that one size fits most doesn’t work when it comes to educating our kids. Teachers need greater support and resources so that the classroom can become a playful and engaging place for all.

Think your business or organisation could do with some insights? Contact us here.