In this episode of Best in Class, I’m joined by Steven Hendry, Group Managing Director of Watson Towers Group — the parent company of Cairnhill Structures, a steel manufacturer that’s thriving in a shrinking UK industry.

We explore how Steven and his team have embedded a culture of continuous improvement at every level of the business, enabling Cairnhill to grow where others have faltered. Steven explains how small, consistent changes, from workforce development to supply chain partnerships, have transformed Cairnhill into a resilient, forward-thinking business.

We talk about why creating a workplace where everyone has a voice (and feels heard) is key to progress, and how even employees who leave often become advocates…. and sometimes return. Steven also shares how suggestion boxes, often dismissed as gimmicks, actually deliver real impact when employees see their ideas acted upon and rewarded.

You’ll hear about Cairnhill’s innovative apprenticeship and training pathways, how they’ve built loyalty in an industry struggling with a skills shortage, and how they extend their improvement ethos into their supplier relationships.

If you’re interested in growing sustainably in a tough market, creating a culture of trust and improvement, and inspiring your team to drive change from the ground up, this episode is full of real-world lessons and actionable ideas.

Key Takeaways

• Steven Hendry is the Group Managing Director of Watson Towers Group, which includes Cairnhill, a steel manufacturer with ~200 employees.
• Continuous improvement is about marginal gains — small, daily changes that add up to major impact.
• Apprenticeship and training schemes build loyalty and a pipeline of talent in industries with skills gaps.
• Employees who leave on good terms often become advocates and sometimes return.
• Suggestion boxes can work — but only if employees see their ideas implemented and valued.
• Culture shifts happen when everyone feels they have a voice and ownership in the business.
• Supply chains should grow and improve alongside your business, not hold you back.
• Leadership is about showing up, empowering others, and passing on the support you’ve received.

Chapters

00:00 Introduction to Steven Hendry and Watson Towers Group

01:18 What Cairnhill does and its place in the UK steel industry

04:10 Why Cairnhill is growing while the industry declines

08:12 Apprenticeships, training, and creating advocates

12:43 Marginal gains and the power of 1% improvements

13:17 Learning from others: bringing external inspiration home

14:32 How to make suggestion boxes effective and rewarding

19:43 Building a culture where everyone is on the journey

24:26 Extending continuous improvement into the supply chain

28:42 The mentors and values that shaped Steven’s leadership

32:52 Closing reflections and takeaways