Business with the Donnos
Join the Donno family each week as we share the real highs and lows of running a business together—mixing practical advice with unfiltered stories from behind the scenes of family life and entrepreneurship.
Email jade@1accounts.co.uk with any questions or just DM or comment on our episodes!
Business with the Donnos
"I Don't Make Dad Jokes" and Other AI Impossibilities
The AI revolution isn't just for tech giants—it's transforming how small businesses operate right now. In this eye-opening conversation, Jade and Paul Dono break down the practical ways artificial intelligence is already working behind the scenes in businesses of all sizes, and how savvy entrepreneurs can harness its power without complex technical knowledge.
Discover how a simple plumber's business can be completely transformed through AI-powered booking systems, automated payments, and review collection. Learn why the dreaded admin work that plagues tradespeople can be reduced to simply taking photos of receipts with the right tools in place. The Donos share real examples from their accounting practice, where automated systems handle client onboarding, invoicing, and payment collection without human intervention.
The conversation tackles the common misconception that AI means replacing employees with robots. Instead, Paul explains how automating 80% of administrative tasks can make businesses more efficient while creating more growth opportunities. As he pointedly observes, "I've always done it that way" is the number one killer of businesses—especially in today's rapidly evolving digital landscape.
Jade reveals their exciting new venture, Be An Esther, which combines business efficiency coaching with wellness support to help small business owners thrive. Their upcoming "ChatGPT for Beginners" workshop promises to demystify AI tools with practical, accessible guidance for everyday business needs like email writing and social media content creation.
Whether you're a tradesperson drowning in paperwork, a service business looking to streamline client management, or simply curious about what AI could do for your company, this episode offers clear, jargon-free insights that will change how you think about the future of small business operations.
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Welcome to Business with the Donos, where we talk about family, business and everything in between. I'm your host, jade Dono, and I'm here with my dad, paul Dono, and, as promised, this week's episode is all about AI.
Speaker 2:AI, so is this really me?
Speaker 1:Who knows? I don't think AI can make the sort of dad jokes you make.
Speaker 2:I don't make dad jokes.
Speaker 1:That's the funniest one you've made so far, I don't.
Speaker 2:I don't think the ai's got that that humor in it yet well, I can teach it okay, you can train it I teach it a dead joke bot a dead I bet there's one out there.
Speaker 1:I bet there is actually.
Speaker 2:I would Google it yeah.
Speaker 1:Okay, so this is AI in the context of small business. So like what does it mean for small business that AI, artificial intelligence, exists?
Speaker 2:Wow, that's a bit of a subject. What exactly does it do? So everyone says AI, ai, ai, chat, gpt. You know, blah, blah, blah. What it's not, is it?
Speaker 1:No.
Speaker 2:You know, it's artificial intelligence, it's to make, it's a tool or a team member that we can work alongside us, that can work so much quicker, make very little mistakes, um, and goes on the rules that we put in place. So a chat gpt, yes, that is part of our armory, um, but what a, what a bit of software that is. You know what a product that is to help small businesses, um, you know. So let's take ai in our business and we've had it for ages, haven't we?
Speaker 2:yeah, we have so we get a new client on board, and you've just upgraded our onboarding process, so this is even more slicker than it was a week ago. So our onboarding process is all now done by genie ai, which, which you've put in place, which is brilliant. So when a client agrees to come with us, we send them a proposal.
Speaker 1:Yes.
Speaker 2:We use Ignition for that.
Speaker 1:We do.
Speaker 2:So the client gets our terms of business, they sign it off and it goes into our system.
Speaker 1:Yep.
Speaker 2:So then, what happens? At the beginning of every month, because we normally do a monthly subscription service, ignition tells Xero, our accounting software, to raise an invoice.
Speaker 1:Yep.
Speaker 2:Xero, our accounting software, raises that invoice, sends it to the customer, and then what happens? We need the money, yes. So what happens then is that Xero then tells GoCardless our direct debit collecting system could be Stripe or anything like that. Tells GoCardless our direct debit collecting system could be Stripe or anything like that tells GoCardless to collect the money Yep, it then collects the money and then it matches that against the invoice. So it doesn't appear on our debtors because it doesn't owe us any money. So our entire billing process is done automatically.
Speaker 1:Yes, it is.
Speaker 2:So is that ai? It's a form of ai and we've been using it for years. So what can small businesses do? Take, for instance, a plumber yeah so you know we've got quite a few plumbers on our books.
Speaker 2:Um could could be any trade and that plumber wants to take a booking yep so he creates, she, whoever creates a um, you know, a bot, let's say yeah or an agent whatever you want to call it nowadays and a customer I'm a customer. I've got a leaky pipe, I go onto Instagram or Facebook or whatever anyone know a? Local plumber. Up comes my little AI thingy and it says I know a local plumber, just press here and book an appointment. That then books the appointment, puts it in the plumber's diary because it knows the plumber's diary.
Speaker 1:It does.
Speaker 2:Takes the payment. Make sure you take the payment using stripe. Out comes the plumber at the time. Um, because they've already had a text message to tell them that they're on their way yep um, fixes the thing, happy days and then what happens after that? So they've been paid, etc, etc. What does the plumber want?
Speaker 1:a A review.
Speaker 2:He wants a review yes, woo Out goes the review.
Speaker 1:Yes, google review All automatic, all automatic. The whole system is automatic, and that is just a very small example of where a very small business can benefit in a very cost-effective way and they get paid on time and everything's fine and I think, as well as we're heading way into the 21st century now, um, you're gen z's and millennials like myself, um, we're coming to expect this sort of service, yeah, now absolutely I mean I've, I, I had to get somebody to do my garden and I had to pick up the phone.
Speaker 2:No, I did. Does your smartphone actually work as a?
Speaker 1:phone. It might, oh, but I had to pick up the phone, Right. But not only that. I then spoke to them, but they were at a job so they couldn't book me in there and then. So then I had to wait, Like I'm not used to waiting.
Speaker 2:Then I had to wait to book in, so then I'm thinking should I find someone else?
Speaker 1:I did and I persevered. I eventually got booked in. They then had to cancel. So then they phoned me up again Jade, I've got to cancel. No, actually they didn't. They actually knocked on my door. They knocked on your door to cancel it they knocked on my door so like this is all very old school. But then you go to a bigger company.
Speaker 2:Did they want cash?
Speaker 1:Oh, that's, we won't go into that. I feel like I'm cheating. I feel like I'm being unethical.
Speaker 2:Just saying Sounds very old school to me.
Speaker 1:It's very old school. He was my age though. He was my age. Though it was my age, yeah um what?
Speaker 2:48?
Speaker 1:no 48 how old does that make you?
Speaker 1:still 21 okay, um, but I think then when you go to a big company, like on our cruise I haven't mentioned the cruise much, um, like on our cruise, everything, our virgin cruise everything was on the phone, all notifications on the phone. We've had aftercare afterwards asking for our reviews, everything is set up to be sort of automated, but yet still friendly and giving the client what they want. This isn't about replacing people with robots. This is about making businesses more efficient, and there is no one that can benefit from that more than small businesses, because sometimes you have got the work of 20 people and you're doing it yourself. Now you can. That work for 20 people can be the work of one because you've got tools to use in the background. It's just knowing what they are and how to use them yeah, and I think you know.
Speaker 2:Going back to our plumber story, we had a plumber service.
Speaker 2:Our boiler at home next year didn't get in touch with us, um, and there is software around that will do that automatically booking appointment so we pay and I'm I'm, you know, sort of quite embarrassed to say it really but purely for the convenience we pay british gas to, to service our boiler every year because it's not an issue. The other day I had a message through um please book in your british gas boiler service so I get a drop down thing. I find the time that's convenient to me. When I say a time that's convenient to me, obviously I've got to be available from eight in the morning until six in the afternoon, six at night.
Speaker 2:But you know that's apparently convenient to me, but I book in that time. I know that person's going to turn up on that on that day, um, and I don't have to speak to anyone. I don't have to look at my diary so much, you know. Just need to make sure that someone's at home and that's simples yeah and I am probably paying, I would say, at least 40, 50 quid more for that.
Speaker 1:Probably just for the convenience.
Speaker 2:Yeah, whereas if a local person said, okay, every year I'll do this, I'll cover your boiler for breakdowns or what have you. It's this amount of money and I know there are firms out there that do it. But how easy is it with the bits of software that are available now? That person you know that little plumber that we talk about. I say little, I mean you know they might be big. I don't know that plumber that we talk about. One man, band, et cetera, can be run using AI software and their business will be much more efficient. They also wouldn't have to knock on your door and go I need some cash, jade, to pay for my job. That I did, you know business would be much more efficient. They also wouldn't have to knock on your door and go I need some cash, jade, to pay for my job. That I did, you know, four months ago. You know they'd get the money up front on the credit card.
Speaker 1:Thank you very much yeah, exactly like so many. Like so many issues could be solved like. And how much do we hear as well, especially from our plumbers and our um sort of more tradesmen?
Speaker 1:yeah that they hate admin. They all hate admin, but they don't want an admin person. But they all hate admin. But so much of it can be automated and this isn't taking. I think a lot of people think ai is going to be taking jobs away. It's not going to take jobs away, it's going to change jobs. It's going to, um, change the way of the world, and that's going to happen whether you embrace it or not. So you may as well embrace it as your small business now yeah, it's here.
Speaker 2:It's here. So I mean, we provide them with a product called dex, don't we? So, yes, all our trades people got to do, if they don't want to do all the automated stuff, which again we can help, and we'll tell people about that later yes but we can help with that. Um, but all they need to do using our service, especially making tax digital coming up, is take a picture of a receipt yeah I mean, is that hard I?
Speaker 1:mean how many?
Speaker 2:how many tradesmen's vans do you walk past and you go? They're a tradesman and you go. How do you know that, dad? Because all the receipts are on the dashboard, fading away. All they need to do is sit there and you know once they've gone to cost a coffee with a coffee photo I'm actually pressing my thumb down, you know taking a photograph of the receipt. It goes to us as their accountant and it gets processed.
Speaker 1:How easy is that so how can you hate admin?
Speaker 2:by just taking a photo.
Speaker 1:I think there's just so much again like stigma not even stigma. Like people are like, oh it's admin, like that is the end, like, but really, if you have great systems set up, if you put the work in to build something, it'll really pay off. I mean, you set up the connection with a ignition zero and, um, go cardless right from the get-go, and we've we've had very little issues with that ever since so when you say you've set up, you sounded as though surprised, like oh, you managed to do that.
Speaker 2:Then you actually did something that works. That's what he sounded like to me. I'm hurt.
Speaker 1:I didn't mean for it to come out like that.
Speaker 2:Well, that's how it came out. Oh, you did that.
Speaker 1:You did.
Speaker 2:You're like me, put a whole system in when we're using carbon for our accountancy practice. Get you Jade, Anyway, hurt dad. But, you did do it, I did do it and it works. It was a compliment oh, okay, it's a compliment. I'm not used to them wasn't meant to be sarcastic.
Speaker 1:I'm sorry if that's how it came across.
Speaker 2:That's all right but you, you talk about stigma and, and you know, only yesterday we had a client, didn't we? I spoke to a client yesterday and the stigma of ai has to go away from our small business owners, Because you know their scenario an employee's leaving admin employee and sat down. Oh, I don't know what to do, Can't find anyone, blah, blah, blah. So we sat down and we broke the job down and I said why don't you get AI to do that?
Speaker 1:I can get you a system.
Speaker 2:Well, say I, he means me. Yeah, I can get you a system that will take 80 of that person's job that they were doing and sometimes not very well and I can get them to do that using AI and automate it and make you more efficient, and then you only need a part-timer or you may even be able to outsource some of your work.
Speaker 1:That requires a person at the moment, however, that may change as well.
Speaker 2:Is this taking away jobs? Not entirely, because it will create more work, more jobs, more productivity for this small business, and the stigma that came back was but I feel I need someone in the office because that's what's expected.
Speaker 1:Oh, my goodness what is the number one killer of businesses. I've always done it that way, and you cannot think like that now, nowadays.
Speaker 2:And I know there's small business owners out there who are going yeah, that's me. So just give us a call, we can. We can help, can't we?
Speaker 1:we can, and how can? We help jade so we can help, and this is brand new. You listeners are the first to hear about it not entirely the first.
Speaker 2:I did speak to some people this morning oh, that's rude on my accountants growth call that's very rude, I know.
Speaker 1:Anyway, okay, listeners, you're second to hear about it. We are setting up a new business when you say we, I'm not I'm setting up a new business. I say we because we're here. I'm setting up a new business that's called Be An Esther and it's going to be business and wellness sort of coaching, but with a very heavy emphasis on using these tools to help you become the most efficient business that you can be. So that's what's happening. It's brand new.
Speaker 2:We are launching it now so, just just, this is how small family businesses can work, isn't it? Yes, so yesterday I hosted, because I mentor um. I host a little group um through our accountants growth club um called the agc 500. I host those we were talking and my friend graham, who's on the group came up with some um, you know, some, some, some words of wisdom, as he, as he normally does and then I just went yeah, but we're gonna do this, which is set up another business, blah blah.
Speaker 2:That was my thought process. So then I phoned you up and went fancy dinner at Mowgli in Bury St Edmunds.
Speaker 1:Yes, very nice.
Speaker 2:So we sat at dinner at Mowgli and we said what about this? As an idea? Jade Woke up this morning to what a business plan and a logo. Yes, we did a logo over text didn't we?
Speaker 1:We did.
Speaker 2:We did the catchphrase over text this morning and then on my second cup of coffee.
Speaker 1:It was ready, yeah it was. That's how business ideas work that's how inspiration strikes, and then you've got a. You've got to take it. So when I say this is a new idea, I really do mean it absolutely.
Speaker 2:However and I think from that group that we were talking to who are accountants? You know, I sat there and I said look, how is AI going to work? That was the topic of this week. I said how's? Ai going to work for you as accountants, and these are all accountancy owners, and they all said that it would be within their business, et cetera, et cetera. They need to learn it, et cetera, et cetera. And I just sat there and thought no, we do it in our business anyway.
Speaker 2:We're all doing it, but accountants seem to want to do it to the nth degree and I'm like how do we make this available to our clients? How do we make money from it If they?
Speaker 1:were in business.
Speaker 2:We need to make money. You want to go on another cruise, don't you? Oh, I do, from panama to be exact. Well, talking about, you know, stuff that goes out virgin sent through brilliant lady, which is a brand new ship in new york. Wouldn't it be great to be be able to have that freedom and go, oh, okay I'm just gonna do that.
Speaker 2:Oh, don't give me that brilliant, yeah so, and I know some people think, oh yeah, that, yeah, that's bougie, they're lucky. But we're going to work really hard to get this working, aren't we?
Speaker 1:Oh yeah, when Dad said I sent that logo this morning, I'd sent that through at 7 o'clock this morning because I'd been up since about half five.
Speaker 2:Yeah, well, I didn't see it at 7, did I? I saw?
Speaker 1:it at sort of like Like this isn't a, we're going to work hard. And also I'm really passionate about helping the small business owners. Like I want them to be able to succeed and grow, and there's so much working against them when actually AI is happening as well. That could really work for them. So we really should be utilizing that to move forward. And then with the wellness side as well, which mum's going to be involved with that because she is a wellness coach?
Speaker 2:Well she is. I mean, crikey, she's got so many letters after the name, although, okay, you're going to have loads more when you get your MBA, yeah well, but you know it's like, oh, who's got the most letters? Mum's winning.
Speaker 1:At the moment she is yeah, no well, yeah, I think she is yeah because she's got a coaching.
Speaker 2:Yeah, yeah, absolutely yeah so, um, so, yeah, yeah, we. We won't be able to have a big enough web page, will we? For all the letters you and mum will have between you. So that'd be a laugh, um, but yeah. So there'll be the coaching side of it and the wellness side of it, and you know we'll practice what we've reached yeah, absolutely, absolutely.
Speaker 1:So. It's a very exciting opportunity and we're going to be hosting events and workshops, have youtube videos, all sorts, so you can keep really up to date with what we're doing in bianesta as well so what's our first workshop, jay?
Speaker 2:our first workshop is chat gpt for beginners and it is literally for beginners it is for beginners it is for those people that were like I don't know how to use this. I've tried chat, gpt, but it doesn't really make any sense. Um, and, and it is going to be as simple and broken down as helping with email, helping with content on social media yeah, and helping to form those prompts, but a really simple.
Speaker 2:Back to basics, help. A lot of people go in and go I can do this, I can do that, we can have a chatbot do this, we can do Python that and we can do this. No, let's just break it down, make it simple, so some people want to use it.
Speaker 1:Yeah, so this is ChatGPT for beginners. We're going to be doing an in-person event, which there's no date yet, but if you want to join the waiting list for the event, you can sign up.
Speaker 2:I think we've already got a few people on the waiting list, haven't we? Yeah, we have.
Speaker 1:Yeah, I haven't even launched it yet and we've already got a few people there waiting. We will be doing an online webinar as well. So if you're listening to this and you're thinking, jade, I'm miles away, I don't want to travel all the way to hayville, that's fine. We're going to do an online webinar and we're going to have an online course as well are we?
Speaker 1:yeah, wow all three things blimey I know I've got to do it all, but they will all be available um all for you to be able to do cool when you say we, I'm not involved in this, am I?
Speaker 2:I'm just in the background yeah being quiet because it's a completely separate business.
Speaker 1:It's not part of one account.
Speaker 2:It then can appeal to people that are not our clients, and there's a lot of other things it can do that you know, within one account we can't do, and we're restricted a bit. So this is why sort of you and mum are dealing with it and I've got nothing to do with it whatsoever nothing to do with it.
Speaker 1:They did want to approve the logo was I right well was that right? So, uh. So when you see the logo, the star was originally the other way around, because I wanted the star to dot the eye, but we changed it because the way around I did it was making it look like the shooting star was going backwards, whereas we want our clients to be thinking forwards. Yeah, so theoretically it makes more sense, but aesthetically dotting the eye was really nice.
Speaker 2:Yeah but what did you end up with?
Speaker 1:oh, I did it, the looking forward yeah, okay yeah yeah but still the dotting the eye and the wording underneath it yeah, did I change that.
Speaker 2:You did change that as well okay, but I've got nothing to do with it no, that's what you just said.
Speaker 1:Yeah, nothing to do with it, absolutely I'm just there to critique. Just to critique. Give little criticisms like I do to you.
Speaker 2:Absolutely.
Speaker 1:Okay, so on that note, shall we move on to our unfiltered minute?
Speaker 2:Yeah, we can do it, I've got to think of something else. So you go first. Oh, my unfiltered minute. Yes, my unfiltered minute, and you haven't got a clue what I'm talking about do you? No, so it's cod cheeks.
Speaker 1:I still don't know. So Dad gave me the. I said, dad, what's your unfiltered minute going to be? So I could, you know, have the notes and the prompts ready to go. And he said cod cheeks and.
Speaker 2:I was like do you want not been on social media today Because I put it on my social media platforms Cod cheeks.
Speaker 1:Well, I've been busy making logos and whatnot.
Speaker 2:So our town, which is Hayverhill in Suffolk, yep, all you get is moaning. There's nothing in town, you've got nothing to do, you can't buy anything. You get all that, don't you?
Speaker 1:Oh yeah. The same as in any town.
Speaker 2:Yeah, same as in all towns, and it is a town that is suffering. It's a high street that's suffering, don't get me wrong. But we have a market on a Friday. We do, and the Friday market for us is the fish stall.
Speaker 1:Woo.
Speaker 2:So you go to the fish stall. We can't buy fish anywhere else in town apart from Tesco and Sainsbury's, but it has no taste, so we go down. I take Betsy because she likes little trot. She had a big trot actually outside someone's house. Oh, no, no no, sorry, why I'm just talking crap. Yeah, danger. So I turn up at the fish store and I say I did some monkfish and chorizo skewers on my big green egg.
Speaker 1:Yes, very nice. Which were lovely, they were Very nice.
Speaker 2:Which were lovely.
Speaker 1:They were really nice.
Speaker 2:And Grandad's coming on Sunday.
Speaker 1:He is.
Speaker 2:So I said what do you want to eat, dad? And he went oh, I like the fish, dad, I like the fish. I said okay. So I asked David at Munro's Fish Store can I have some? Monkfish please, and he went. Oh sorry, but we haven't got any monkfish today and we had every other fish there no monkfish, no monkfish. And I went oh no, I said I want to do monkfish and chorizo skewers and I'm really geared up for it and my dad's sunday's gonna be ruined now all for no monkfish all for no monkfish.
Speaker 2:I don't know, it's first world problems, isn't it? And he went try cod cheek. Cod cheek will work just the same. It'll work really well with chorizo. It'll be great on skewers, um, and it's a bit cheaper oh, even better so that's customer service, isn't it?
Speaker 2:so you go to an independent person, obviously, david on monroe's fish stall in haverhill, independent person, but they've got product knowledge, so kind of brought it home that you know let's support our small businesses. Our towns are not dead, you know they're suffering, yes, but there are, you know there are things that we can do and to support. So you know, we do our best to support um, our town, um, and this is why, because you get independent advice and it's, it tastes nice, it might cost a little bit more than tesco and sainsbury's, but but you know you get some cod cheeks, and we get cod cheeks and not monkfish, and that's my unfilled minute.
Speaker 1:I wonder whether he's using ai in his fish store business.
Speaker 2:No, he does now have a card machine reader, oh wow, which is good. But no, that's a whole different kind of fish, is that?
Speaker 1:pun number two.
Speaker 2:Yeah, a whole different kind of fish. There is so much I could do to help that person, but whether or not they want to or not, I don't know. Who knows, and most of that would be around social media promotion, of which there is absolutely none for our market, because we'd rather moan about our town centre than promote it. I'm not going to say any more because you'll get in trouble.
Speaker 2:Our podcast will be stripped from Spotify forever you know what my love is like for our town council, so I'm not going to go any further. Simmer down.
Speaker 1:Okay, anyway, my unfiltered minute. I've got to think of something now. Oh, I got a first on my, so I'm studying for my mba. In case you haven't listened to the rest of the podcast, which is a master's in business.
Speaker 1:Oh, you're done. Yeah, thank you, um, and I recently did my module on finance. That I was quite worried about because I run an accountancy practice and there seemed like quite a lot of pressure to do well on the finance one, even though I'm not. I'm not an accountant, I just run the practice, organize everyone and everything like that. Um, but it felt like there was a lot of pressure to do well on the finance one and I did so it's really good.
Speaker 2:Well done, I cut off first. I was really happy we were all very happy and. I know that you know my little accounting group. I know that um ivan said his best wishes as well, didn't he? Yes, which was really nice of him and others have said you know, well done. Yes, um, you know, obviously, when you sent over the thing to look at on the finance module. You're looking at me to say, oh no, did it add up originally, just saying On one or two of the things.
Speaker 1:it may not have added up All of the things, Not all of the things.
Speaker 2:Oh no.
Speaker 1:It wasn't all of the things. Okay, like one or two didn't add up, but I fixed them. Yeah, I actually deleted them because. I didn't have the word count, I'll leave it which is how I know it's only one or two. I'll leave it at that see, I do know stuff, don't I? You do know stuff, yeah, but you have got your aat in finance, so I would hope that you do know the stuff well.
Speaker 2:You know, I've added up a few things over the years you should know stuff absolutely whereas me finance isn't my thing, it's not your thing, it's not my bag I did musical theater yeah and so that's but your musical theater you also directed, wasn't, it wasn't you the first female director in your music?
Speaker 1:see, I didn't listen to what you say oh wow, yeah, I was so in the um we had a musical theatre society at Chichester University. It's probably still going and I was the first female director in that society. Yeah, first person to put myself up for the role and to win it.
Speaker 2:There you go, see Happy days.
Speaker 1:Yeah, so I've liked organising people.
Speaker 2:It does all add up.
Speaker 1:It does. Oh my God, see, ai couldn't do this, it couldn't make these jokes.
Speaker 2:Is that a joke? Oh, excellent.
Speaker 1:No, exactly, if it was AI doing it, it would just suddenly start to go knock, knock. Who's there, doctor, doctor who? Ah, terrible Right. Who's there, doctor, doctor who? Ah, terrible right. Anyway, join us next week to see what's going on with the new business b and esther, and we'll have a new topic.
Speaker 2:I don't know what that topic's going to be, so so do you reckon by the end of today we'll sign up our first client on the new business that was only started last night in Mowgli over dinner it's possible.
Speaker 1:I think it'll be. I think by Monday is that the challenge by Monday?
Speaker 2:does that include?
Speaker 1:Monday that includes Monday. Need a long weekend. Yes, that's the challenge. Does that include Monday? That includes.
Speaker 2:Monday Okay, need a long weekend, yes, okay, that's the challenge, so let's see if it happens. Indeedy, if you want to join the waiting, list for anything.
Speaker 1:Give us a call. Give us a call or an email, or talk to our chatbot when we have one. Okay, goodbye, bye.