It all started in my family’s business in Galway, on the west coast of Ireland. Later, an opportunity brought me to Australia and to Cliftons, where I’ve spent most of my career. I’ve left and come back, worked in frontline sales, led teams, and now oversee strategic market development, but throughout every role, I’ve stayed connected to clients.
Why return to Cliftons after spending time elsewhere? For me, the answer was simple. The business had great people, strong client relationships, fantastic venues, and an environment where you could genuinely build something if you were prepared to work for it. More importantly, it had a culture that suited the way I like to work. People here don’t immediately look for reasons why something can’t happen. We start by asking how we can make it happen.
That mindset has never left me.
The Questions that Changed Everything
One client completely changed the way I think about sales. They originally came to us for what looked like a straightforward event. As we walked through the venue, though, something didn’t quite add up. Their questions were incredibly detailed for a single booking, so instead of rushing into solutions, I kept asking questions. Eventually, they shared the bigger picture. This wasn’t just one event. It was a pilot program that, if successful, would be rolled out nationally.
That discovery changed everything about how we approached the project. Our operations teams adapted spaces between sessions, furniture was moved while delegates were on breaks, and people across the business came together to support something much bigger than we’d first imagined.
That initial booking became a rollout worth well over a million dollars across multiple locations.
What I’ve remembered all these years isn’t the commercial outcome. It’s how curiosity completely changed the conversation. If I’d assumed I already understood what the client needed, we would never have uncovered the opportunity beneath the surface.
Relationships Always Outlast Transactions
One thing I’ve learned over the years is that people rarely remember the sales pitch. They remember how you made them feel.
Sales to me isn’t about overselling or trying to dominate a conversation. I’d much rather understand what’s important to someone, listen properly, and help them succeed in their own role. That’s how trust develops, and trust is what keeps people coming back.
Some of my favourite clients are people I’ve worked with for years. We’ve solved problems together, adapted through changing business environments, and built relationships that extend well beyond individual events. Those relationships are built through a consistent process – showing up, following through, being honest and staying curious.
Those things never go out of fashion.
Great Talent Can be Found Everywhere
One of the most rewarding parts of my role has been watching people grow into careers they never expected.
Some of the strongest commercial people at Cliftons started in operations. They understood our venues, knew our clients and had experienced first-hand what exceptional delivery looks like. When they moved into sales, they weren’t simply talking about our services. They understood exactly what clients were trying to achieve because they’d helped deliver those outcomes themselves.
Technical knowledge can be taught and systems can be learned. What makes the biggest difference is curiosity, resilience, and a genuine desire to help people.
Sales has never operated in isolation at Cliftons. Every great client experience is supported by people across operations, customer service, marketing, finance and many other teams. The best commercial people recognise that they’re part of something much bigger than themselves.
Tech in Sales
Artificial intelligence is changing the way we work, and I think that’s a positive thing. It helps us process information faster, identify opportunities we may have missed and spend less time on repetitive tasks. But I don’t see it replacing what matters most – the conversations, the taking the time to know someone, what they need and what we can offer.
Technology can tell you which organisation might be ready for a conversation. It can’t build the relationship once you’re in the room.
As we’ve continued rebuilding after COVID, I’ve been reminded how resilient our people are. It’s never been about simply working harder. It’s about staying positive, embracing new ideas and finding smarter ways to support our clients and each other. That’s always been part of Cliftons’ DNA.
It’s an exciting time because it allows people to spend more time doing what matters most – building relationships and trust during a connection.
Looking Ahead
Like many businesses, Cliftons has spent the past few years rebuilding after COVID. It’s been challenging, but it’s also reminded me how resilient our people are.
We’ve continued adapting, embracing new technology and looking for smarter ways to support our clients. That willingness to evolve has always been one of our strengths.
After three decades in this profession, I still believe the best opportunities begin the same way they always have – with one more question. The people who stay curious, who keep learning and who genuinely enjoy helping others solve problems will always find opportunities that other people miss. That’s what keeps me excited about this role, and about what’s still to come.
Creating remarkable experiences for our clients is what Cliftons is known for. If you’re interested in being part of our team, you can explore our career opportunities here.🔗
