In an era when nearly every business service has migrated online—from banking to consultations, from meetings to training courses—one Irish company has built over a decade of success doing the exact opposite. Their counterintuitive approach offers valuable lessons about when digital-first strategies actually work against business goals.
Since 2013, SafeHands Health & Safety Solutions has maintained a strictly on-site training model, delivering workplace safety training at client premises across Ireland. They’ve built partnerships lasting over 10 years, earned a 4.7/5 rating on Trustpilot, and demonstrated that some services genuinely work better when delivered in person.
Their success raises an important question for Irish business owners: Are we digitising services because it genuinely improves outcomes, or simply because “digital-first” has become the default assumption?
The Digital Training Boom and Its Limitations
The pandemic accelerated online training adoption dramatically. Businesses discovered they could deliver compliance training through video platforms, record sessions for later viewing, and eliminate travel time entirely. The operational efficiencies seemed obvious.
Yet completion rates told a different story. Online training courses often see completion rates below 30%. Participants log in, leave videos running in the background whilst working on other tasks, and retain minimal information. The certificate gets issued, compliance boxes get ticked, but actual knowledge transfer remains questionable.
More importantly, certain types of training require hands-on practice with actual equipment, in real environments, addressing specific workplace challenges. You can watch videos about proper lifting techniques, but without practicing on your actual equipment, in your actual workspace, with your actual workflows, the knowledge rarely translates into changed behaviour.
The On-Site Advantage: Learning in Context
SafeHands delivers all training on-site at client premises across Ireland, from Dublin offices to coastal hotels in County Clare. This operational choice creates immediate practical advantages that digital alternatives cannot replicate.
David McManus from Bellbridge House Hotel in Spanish Point, Clare, experienced this approach firsthand: “It was so professional from the booking to the day of the training. Nothing was an issue. We had to change dates due to weather, no issue. The staff found the training interesting and very informative.”
When training happens in the actual workplace, several things occur that digital training cannot achieve:
Immediate Context: Staff learn using their real equipment, not generic examples. A restaurant team learning food safety and HACCP procedures works with their actual kitchen layout, their specific equipment, and their real menu items.
Practical Application: Hands-on practice with the tools and equipment staff use daily ensures skills transfer immediately. Watching a video about fire extinguisher use differs enormously from actually handling the extinguisher mounted in your corridor.
Customised Content: Instructors observe actual workplace conditions and can address specific challenges that generic online courses never anticipate. Every workplace has unique characteristics that affect how safety principles apply.
Team Learning: When entire teams train together in their workspace, they develop shared understanding and can discuss how procedures apply to their specific operations.
Nisheeth Tak from Rasam Restaurant in Dublin shares their experience: “We have been using SafeHands for all our health and safety programmes for years. We have benefitted enormously from their professional guidance and up-to-date knowledge of the legislation.”
That phrase “for years” appears repeatedly in client testimonials—a pattern suggesting genuine value rather than grudging compliance spending.
The Business Model: Long-Term Relationships Over Transactions
Perhaps the most interesting aspect of SafeHands’ approach involves how on-site delivery enables different client relationships than digital training platforms create.
The Irish Association for Counselling and Psychotherapy has worked with SafeHands for over 10 years. ALSAA Bowl has maintained their partnership since 2015. These aren’t isolated examples—sustained multi-year relationships appear consistently across their client base.
Carol Murray from IACP explains their decade-long partnership: “The IACP has been using Safe Hands now for over 10 years. They look after all of the Fire Safety Training and Fire Warden Training for our staff. I have found them to be very accommodating and reliable.”
Ten years with a single training provider is remarkable in an industry where businesses typically shop around for the cheapest compliant option. This pattern suggests several things about their business model:
Consistent Quality: Organisations don’t maintain decade-long partnerships with providers who deliver inconsistent service. Reliability at scale requires operational discipline that many businesses never achieve.
Institutional Knowledge: When providers work with the same clients over years, they develop understanding of specific operational contexts that improves service quality over time. Initial consultations become unnecessary. Training builds on previous sessions rather than starting from scratch.
True Partnership: The language in testimonials—”accommodating,” “reliable,” “pleasure to deal with”—signals relationships that transcend transactional service delivery. Digital platforms rarely generate this kind of client loyalty.
Alison Kealy from Kealy’s of Cloughran in Dublin captures this: “We use SafeHands for all our Staff Training and Health and Safety Consultancy. Noel is a pleasure to deal with, and they always provide the services we need.”
The Operational Challenge: Scaling Personal Service
On-site service delivery creates operational complexity that digital platforms avoid entirely. Coordinating instructor schedules across Ireland, managing travel logistics, accommodating client timing needs, and maintaining consistent service quality despite geographic dispersion all require sophisticated operational capability.
Yet this complexity creates competitive moats that purely digital competitors cannot easily cross. When a business master complex operations, replication becomes difficult. Generic online training platforms can launch quickly. Building operational excellence across physical service delivery takes years.
JR Labels experienced this operational reliability: “This is our second time using SafeHands. Everyone we dealt with couldn’t have been more helpful. Our Manual Handling training was delivered in a professional manner and we will happily use SafeHands again in the future.”
The phrase “second time” indicates clients who measured value and deliberately chose to reinvest—the ultimate business validation.
Payment Models: Digital Systems Supporting Physical Service
Interestingly, SafeHands does leverage digital systems where they create genuine value. Payment infrastructure uses Stripe alongside traditional bank transfers and telephone payments, with all fees payable upfront.
This payment approach demonstrates strategic technology adoption. Digital payment systems remove friction, improve cash flow, and reduce administrative burden. But the service itself—the actual training delivery—remains resolutely physical because that’s where value gets created.
This selective digitisation offers a model for other Irish businesses: use digital tools where they solve real problems, but don’t digitise services simply because “digital-first” sounds modern.
When Digital Works and When It Doesn’t
SafeHands offers one online option—mental health awareness training—recognising that some content genuinely works in digital formats. Theoretical knowledge, awareness building, and conceptual understanding can transfer effectively through online platforms.
But manual handling training, fire safety practice, food preparation procedures, and emergency response drills require hands-on experience that video cannot replicate. Your body needs to practice correct lifting techniques. Your hands need to feel how fire extinguishers operate. Your team needs to rehearse emergency procedures in your actual workspace.
Laura Devlin, HR Manager at Cabra Castle Hotel in Cavan, emphasises the value of this physical delivery: “We used SafeHands again for our Food Safety/HACCP training for our kitchen staff onsite in the hotel. They were able to organise and provide the training in a timely manner as usual. We always find SafeHands very reliable from start to finish.”
Lessons for Irish Businesses Evaluating Digital Transformation
SafeHands’ sustained success offers several lessons for Irish businesses considering which services to digitise:
Question Default Assumptions: Just because services can be delivered digitally doesn’t mean they should be. Evaluate whether digital delivery genuinely improves outcomes or merely reduces costs.
Consider Competitive Positioning: Services that everyone digitises become commoditised quickly. Maintaining physical delivery where it adds genuine value can create differentiation.
Value Operational Excellence: Complex operations executed well create competitive advantages that simple digital platforms cannot easily replicate.
Build for Retention: Digital platforms optimise for acquisition. Physical service models can optimise for long-term relationships that generate better unit economics over time.
Use Technology Strategically: Adopt digital tools where they solve real problems (payment processing, scheduling) whilst keeping core service delivery in whatever format creates the most value.
The Countertrend Opportunity
As more services migrate online, opportunities emerge for businesses willing to deliver excellent physical service. Markets become less crowded. Clients willing to pay premium prices for superior outcomes become easier to reach. Competitive differentiation becomes simpler.
Michael Mongan from The Lovely Food Co in Dublin praised the hands-on approach: “SafeHands Health & Safety Solutions delivered a Food Safety/HACCP Level 2 Course onsite at our premises recently. Our staff really enjoyed the training session and had great praise for the SafeHands instructor and his very comprehensive food safety knowledge.”
The phrase “really enjoyed” seems unusual for compliance training—until you recognise that well-delivered, contextually relevant, hands-on instruction creates genuinely valuable experiences that generic online courses cannot match.
Conclusion: Digital-First Isn’t Always Best-First
The lesson from SafeHands’ decade of success isn’t that digital transformation is wrong. It’s that strategic thinking matters more than following trends.
Some services work better digitally. Others work better physically. Many benefit from hybrid approaches combining both. The key is honest evaluation of where value actually gets created rather than defaulting to digital simply because that’s the current consensus.
For Irish businesses evaluating their own service delivery models, the question isn’t “Should we go digital?” It’s “For which specific services does digital delivery improve outcomes, and for which does it merely reduce our costs whilst degrading client experience?”
SafeHands demonstrates that choosing the harder operational path—when it genuinely serves clients better—can build sustainable competitive advantages that easier digital alternatives cannot replicate.
SafeHands Health & Safety Solutions has operated across Ireland since 2013, demonstrating that strategic service delivery decisions matter more than following industry trends. Their sustained client relationships and consistent growth show that “digital-first” isn’t always “best-first” for businesses focused on genuine value creation.
