James MacLeod OAM: Tobin Brothers.

What can a funeral business teach us about leadership, trust, innovation and family business governance?

Quite a lot, it turns out.

In this episode of What I Learned in Business (That Didn't Kill Me), I sit down with James MacLeod OAM, Managing Director of Tobin Brothers Funerals, one of Australia's largest and most respected family-owned businesses.

James's journey is remarkable. Starting as a coffin trimmer as a young boy, he worked his way through virtually every role in the organisation before becoming the first non-family Managing Director in the company's history. Today, he leads a team of approximately 280 people delivering around 7,000 funerals each year.

This conversation goes far beyond the funeral industry.

We explore the realities of leading a business that operates 24 hours a day, 365 days a year, supporting families through some of the most difficult moments of their lives. We discuss succession planning, governance, culture, innovation, customer trust and the unique challenges of balancing family ownership with professional management.

James also shares the story behind Tobin Brothers' bold decision to launch Fixed Price Cremations, a low-cost, no-service offering designed to compete directly with emerging disruptors in the market. It is a fascinating case study in self-disruption, strategic thinking and the lessons he brought back from executive education programs at INSEAD and Harvard.

We also discuss:

• The history and evolution of Tobin Brothers

• The changing nature of funerals and memorial services

• Cremation versus burial trends

• Virtual funerals and the impact of COVID