The narrative around flexible working has become a staple of modern work culture. Yet for many employees, this promise hasn’t matched reality.
Recent research from BHN Extras shows that 48% of employees still respond to work messages during annual leave, and 80% say their work-life balance hasn’t improved in five years. Nowhere is this more acutely felt than in small businesses.
Elsewhere, when asked to compare their current work-life balance with five years ago, only 16% of employees at companies with fewer than 50 staff said it was “much better,” compared to 25% of those at companies with more than 250 employees. It’s a telling gap that highlights a major imbalance in how flexibility is experienced across the workforce.
But these figures are more than just statistics. They highlight a growing disconnect between what flexibility is supposed to offer and how it’s actually experienced. In smaller businesses, where teams are tight-knit and resources are stretched, the line between work and personal life often fades. Employees are asked to do more with less, and the freedom to choose when and how they work is frequently overshadowed by an unspoken expectation to always be “on.”
When Flexibility Isn’t Enough
Flexible working has long been championed as the key to better work-life balance. But without the right culture and safeguards, it can quickly become another form of stress. Junior employees, in particular, often feel the need to stay constantly connected just to prove their worth, leading to chronic availability, burnout and disengagement.
Flexibility was never meant to be the solution on its own; it should be the foundation. For flexibility to succeed, it must be paired with a broader support system, one that recognises and responds to the realities employees face beyond the workplace. That means creating space to truly disconnect and offering benefits that help people manage their lives, not just their time.
Supporting People as Individuals
One of the biggest gaps in SME support strategies today is personalisation. SMEs need to move away from one-size-fits-all offerings and toward benefits that reflect employees’ real lives. That could be grocery vouchers to ease everyday expenses, travel discounts or emergency funds to handle life’s surprises. These benefits don’t need to be expensive to be effective; they simply need to be relevant.
And beyond financial support, recognition matters too. A simple “thank you,” a gift card, and a small token of appreciation after a hard week can have a lasting impact. Combined with inclusive wellbeing programs, these human touches foster a culture where people feel truly seen, not just retained.
Redefining What Support Really Means
In today’s workplace, meaningful support can no longer be treated as an optional extra. Employees are looking for more than flexible start times or the ability to work from home. They want to feel recognised, supported and understood.
Small businesses don’t need to outspend large corporations to make a difference. By taking a more personal and practical approach to benefits, they can build a culture that people want to be part of. When employees know their wellbeing matters, they are more motivated, more productive and far more likely to stay.
Chris Ronald
Chris is accountable for accelerating and enabling growth by creating high-performance teams and functions that work to scale the business. After holding leadership roles across both public and private companies for national and global brands, Chris has a wealth of experience when it comes to general management, sales & marketing, client success & service and operations. As a result, Chris is able to achieve strategic transformation and drive profitable B2B growth strategies for Blackhawk Network and its customers.