Resilience is one of those words that gets used a lot in business. But when you strip it back, it’s not complicated. It simply means being able to keep moving forward when things don’t go to plan.

And if the last few years have shown us anything, it’s that plans rarely stay fixed for long. Markets shift, technology moves quickly and economic uncertainty can appear with very little warning.

For leaders, especially those running small and medium-sized businesses, the challenge isn’t avoiding change. It’s helping your team deal with it.

In my experience, resilient businesses are almost always led by resilient people.

Over the past 25 years working in fire safety and security at Chubb, I’ve seen plenty of organisations face disruption. Some adapt quickly and come out stronger. Others struggle because uncertainty unsettles the team and slows decision-making.

More often than not, the difference comes down to leadership. Resilient leaders create an environment where people stay focused, tackle problems head-on and keep moving forward even when things feel uncertain.

Why leadership matters more than ever

There’s growing evidence that the quality of leadership has a direct impact on how well organisations cope with change.

The CIPD Good Work Index 2025 highlights how strongly supportive leadership and good line management influence employee engagement, motivation and wellbeing. The report shows that when people feel supported by their managers and trusted in their roles, they’re far more likely to stay motivated and perform well.

For SME leaders, that’s an important point.

Resilience isn’t something that only large organisations with big HR departments can build. In fact, smaller businesses often have an advantage because leaders are closer to their teams and communication tends to be more direct.

That visibility means leaders have a real opportunity to shape how people respond when challenges arise.

Resilience is something you build

One of the biggest misconceptions about resilience is that it’s something you either have or you don’t. In reality, resilience is something that can be developed.

Teams become more resilient when they’re trusted to solve problems, encouraged to learn from mistakes and given the confidence to take ownership of challenges. For leaders, creating that environment starts with the way we react when things go wrong.

It’s easy in business to look for someone to blame when a problem appears. But resilient organisations tend to take a different approach. Instead of focusing on who made the mistake, they focus on what can be learned and how the issue can be solved.

That shift in mindset builds confidence across the team. People feel safer speaking up, sharing ideas and taking responsibility.

Give people the space to step up

Another key part of building resilience is trust.

Strong leaders understand that people grow when they’re given the chance to think for themselves. When employees are empowered to make decisions and solve problems, they build confidence and adaptability. Over time, that confidence becomes one of the organisation’s biggest strengths.

Transparency also plays a big role here.

Periods of change can easily create uncertainty. And when leaders stay quiet, people often assume the worst. Being open about challenges helps teams understand the bigger picture and encourages everyone to pull together.

It doesn’t mean having all the answers. It simply means being honest about the situation and focusing on what can be done next.

Leadership shouldn’t sit with one person

Another lesson I’ve learned over the years is that resilience doesn’t sit with one individual. The strongest organisations develop leadership across the whole business.

Future leaders often appear in unexpected places, which is something I’ve discovered at Chubb through Building Great Leaders – a framework we’ve created to help our people develop their leadership competency, no matter what their role is. Someone who shows initiative, supports colleagues or steps up during a difficult project may well become a great leader with the right encouragement.

Businesses that invest time in developing people early tend to cope better when challenges arise. When people feel capable and trusted, they’re far more likely to step forward rather than step back. And that makes a huge difference when change inevitably comes along.

Culture sets the tone

In many ways, resilience spreads through culture. Teams take their cues from the behaviour of their leaders. If leaders remain calm, focus on solutions and encourage collaboration, those behaviours quickly become the norm.

But the opposite is also true. If leaders panic or avoid difficult conversations, that uncertainty spreads just as quickly.

That’s why leadership development matters so much. It’s not simply about preparing someone for a management role. It’s about helping people develop the mindset and skills needed to navigate uncertainty.

Helping teams face whatever comes next

Change is part of business. Technology evolves, customer expectations shift and markets rarely stay still. Leaders can’t remove that uncertainty. What we can do is shape how our teams respond to it.

The most resilient organisations are the ones where people feel confident tackling problems, supporting one another and adapting when circumstances change. And that starts with leadership.

Because in the end, resilient leadership isn’t about having every answer. It’s about giving your team the confidence to face whatever comes next.

Read more:
How resilient leaders help their teams thrive through change

In many organisations, portfolio is still viewed as a list of products and services – something to be expanded in the hope that more choice will unlock more opportunity. In reality, sustainable growth rarely comes from volume alone.

For high-performing businesses, a strategic portfolio is one that is deliberately designed around customer outcomes. It supports acquisition, strengthens retention and creates long-term value through clarity, consistency and service excellence.

In this blog I will be exploring how a focused, service-led portfolio can drive sustainable growth. Drawing on Chubb’s approach to connected services, cross-selling and long-term customer relationships, he explains why portfolio discipline is a critical leadership lever in today’s complex and regulated markets.

Portfolio as a Growth Strategy, Not a Catalogue

Across many sectors, portfolios grow reactively – shaped by short-term sales opportunities or competitor activity. Over time, this can create fragmented offerings that are difficult for customers to navigate and challenging for teams to deliver consistently.

In fire safety and security, where trust, reliability and compliance are paramount, this approach simply doesn’t work. Customers aren’t looking for disconnected products; they’re looking for partners who can manage risk holistically.

A strategic portfolio is therefore not about selling more things. It’s about offering the right combination of services, delivered in a way that supports both immediate needs and long-term resilience.

Portfolio as One of Chubb’s Three Ps

At Chubb, Portfolio sits alongside People and Process as one of our three strategic pillars, and it plays a central role in driving top-line growth.

Our portfolio strategy is built around:

• Service and monitoring-led propositions
• Multi-discipline contracts that simplify supplier management for customers
• Connected services that provide insight, responsiveness and peace of mind

By leading with service, we create opportunities to capture greater share of customer spend while delivering more integrated, value-driven solutions. This approach supports both customer acquisition and retention – helping us build long-term relationships rather than transactional engagements.

However, implementing portfolio discipline is not without challenges. Internal resistance to change, legacy systems and market pressures can all pose obstacles. At Chubb, we address these by fostering a culture of continuous improvement, investing in staff training, and modernising our technology to support agile decision-making.

Connected Services and Cross-Selling with Purpose

Cross-selling is often misunderstood as simply adding more products to an account. At Chubb, it’s about identifying where additional services genuinely enhance protection, performance and compliance.

Connected services play a critical role here. By leveraging data, monitoring and integrated technologies, we’re able to:

• Anticipate customer needs
• Improve response and reliability
• Strengthen ongoing engagement through service excellence

This creates natural opportunities to expand relationships in a way that feels relevant and valuable to customers – not forced or opportunistic. For example, one of our long-term customers faced evolving compliance requirements. By proactively offering a bundled solution that combined fire safety audits with ongoing monitoring, we not only met their immediate needs but also deepened our relationship and opened the door to additional services.

Retention Is Where Sustainable Growth Lives

While acquisition is important, long-term growth depends on retention. A well-curated portfolio makes it easier to retain customers by delivering consistent service, reducing complexity and reinforcing trust over time.

Multi-discipline contracts supported by connected services help customers see Chubb as a long-term partner, not a collection of suppliers. That loyalty is built through reliability, insight and the confidence that we’re continuously investing in their safety and resilience.

Lessons for Business Leaders

Business leaders should regularly review their portfolios, ensuring that each service or product contributes to sustainable growth. This means being willing to make tough decisions – retiring offerings that no longer serve the company or its customers and investing in those that do.

For leaders looking to refine their portfolios, consider these actionable steps:

• Conduct regular portfolio reviews with cross-functional teams
• Use customer feedback and data analytics to guide decisions
• Develop a checklist to assess each offering’s alignment with strategic goals.

Portfolio with Purpose

At Chubb, we see portfolio as a growth engine – one powered by service excellence, commercial discipline and customer insight.

By focusing on connected services, cross-selling with intent and long-term retention, we’re building sustainable growth that benefits our customers, our people and our business.

Because when your portfolio is designed around customer outcomes, sustainable growth follows naturally – built on trust, clarity and long-term value.

Read more:
Building Sustainable Growth Through a Strategic Portfolio