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Work experience with dad . . . even though I don’t know what he does

Fri, 12 Jul 2024 12:12:48 GMT

After a week, have I figured out what my dad does and what is PR?

‘What does dad actually do?’ has to be one of the most commonly asked questions of the modern day, and yet it is the one with the least answers.

I don’t think any of my friends know what their dad’s jobs entail. Until this week, I was also in the same situation. I knew my dad worked in PR, but I was completely clueless as to what it was, even after extensively Googling ‘What is PR?’ - which did left me with even more questions.

Work experience

Work experience week has definitely been the most-anticipated week of college. Finding a placement proved more difficult than excepted, until my dad suggested that I could work with him for a week if I needed to. I agreed, not really knowing what I would be doing. If someone were to ask ‘What did you expect?’, I really wouldn’t be able to answer, because I was so unsure of what PR was. Following this week, however, I can semi-confidently give you a rundown of ins and outs of PR.

Throughout the week I worked on a variety of press releases and blog posts for different companies, as well as providing my dad with my expert (young person’s) opinion on updating his website.

For some, this may seem boring, but I can assure you that I thoroughly enjoyed it. I suppose that could be partly to do with the fact that I picked English language as an A-Level, but who knows?

Challenge

For the most part, I’ve been focused on writing all week. I can tell you now that it is a lot harder than I expected. Each piece has to be well-researched, has to have a good structure, has to reach the word count, and so on. Whilst it was a challenge, I found it extremely interesting, and actually learned a lot about a variety of topics.

Another thing I found with PR is that it is a lot more flexible than I expected. Yes, there are deadlines to be met and there is a lot of work to be done, but I found that I wasn’t constantly sitting at a desk all day in silence. Switching tasks offered me a break if needed, and I could easily revisited a piece after half an hour if I needed to – with a fresh focus.

My dad also provided me with lots of support: if I was stuck on how to begin a piece, I could always ask and almost immediately I’d have an opening paragraph and would be able to continue the rest.

New experiences

This week has definitely opened my eyes to the world of PR. Even though it isn’t the career path I was looking to go down, I think that a lot of the skills I’ve gained and rehearsed this week are skills that are useful and are completely transferable, regardless of the career.

Understanding how to run successful and engaging social media platforms, and practising how to write for specific target audiences has proven to be useful and has provided me with a skillset that I can now take into whatever I pursue next.

So, whilst I may not be fully able to explain exactly what my dad does (and to be honest, I’m not entirely sure he could either – see his blog from October 2020) I’ve enjoyed my week working with him and have found it extremely beneficial.

Using the funny side of PR to get customers' attention

Fri, 15 Mar 2024 15:15:48 GMT

Memorable adverts from the 1980s are still getting a laugh today

Today is Comic Relief’s Red Nose Day which got me thinking about the lighter side of PR and how businesses can engage customers in less-serious ways.

As a child in the ‘70s and ‘80s, I grew up with a host of adverts for alcohol, tobacco and plenty of other things which are banned today. Amid the fierce competition, the ones that stick in the memory to this day are those that made me laugh.

Memorable

I will always remember comedian Russ Abbot’s effort for Castella Classic cigars, which sees him fishing by a lake and the fish are not biting. He plays a Des O’Connor record and uses his fishing rod to lower a speaker into the water, at which point the fish leap into his net as he relaxes with a Castella Classic cigar and other luckless anglers look on in disbelief.

Fans of Des, don’t worry … if you watch to the end of the link above, Des gets his own back when they go clay pigeon shooting!

Then there were the Hamlet cigar adverts, which saw protagonists relax and enjoy their cigar while disaster unfolded around them. There was Rab C Nesbitt star Gregor Fisher in the photo booth sketch in which he repeatedly failed to get a decent pic, as well as the motorcycle side car which separates from the bike and all the helpless passenger can do is light a Hamlet as he hurtles down a side road towards a river, reassured that “Happiness is a cigar called Hamlet!”

‘Ave it!

While many people today will be familiar with Peter Kay’s series of comedy ads for John Smith’s bitter, which included the famous ‘Ave it!’ football practice and ‘top bombing ’ with the comedian as an Olympic diver, the brand’s adverts were also leading the way in the ‘80s. Featuring Chas ‘n’ Dave-style soundtracks, there was the Mate Called Smith holiday , rugby and marathon ads.

Carling battled back with a snooker advert featuring John Spencer who mis-queues the white and hits referee in the stomach. Without batting an eye and in James Bond Odd Job-style, the referee crushes the cue ball in his hand as the frightened players look on. Brilliant.

There were too many ads to remember all the details after more than 40 years, but I have positive opinions of John Smiths and Hamlet from those adverts, even though I don’t like bitter and I don’t smoke.

Trolling people for a laugh!

Some brands are even going out of their way to get a viral laugh, with social media managers comedically trolling rivals and even their own customers.

When Elon Musk rebranded Twitter as X, Aldi trolled the Tesla boss by suggesting a rebrand of its own. It said: 'Now launching....AldX, (It's the same as Aldi we just fancied a change)'.

With the threat of legal action hanging over it, Aldi also had fun trolling Marks & Spencer over the Colin the Caterpillar vs Cuthbert the Caterpillar cake saga. Whoever won in court, Aldi definitely triumphed in the social media battle!

When then Twitter user Chilly P took to the platform to complain to Royal Mail that hadn’t received any card for Valentine’s Day, a witty Royal Mail social media manager replied: "Sorry to hear that, when exactly did your mum post them and what service was used?? ;-D”. Very funny, but ouch!

Personal side

For those of us not blessed with the comedy aptitude of the aforementioned, showing the lighter or human side of a business can also endear it to customers. Show people you aren’t perfect, or give them an insight into what goes on behind the scenes so they understand more about your business and the people behind it.

You can only have so many discounts and special offers to bring in new business, and for companies selling high-value items such as cars, furniture, and electronics, or even service providers such as mortgages, insurance and loans, it may years before customers return.

I was reminded of this by a service-industry client this week who said: “We’re only relevant to each client for 10 minutes a year for renewals, but we have to make sure we’re always in the background so they think of us next time and recommend us if anyone asks.”

Whatever approach a company takes, it’s all about giving customers and potential customers a positive feeling about a brand so that when the time comes to spend money, they choose a business they feel they know and trust.

And remember, laughter goes a long way!

Celebrating our fourth anniversary and International Cat Day!

Tue, 08 Aug 2023 08:48:59 GMT

Thanks to clients, suppliers and partners for all your support

Mike Crutchley Media celebrates its fourth anniversary today and I’d like to thank all my clients, suppliers and partners for their ongoing support.

It’s been a busy and challenging year, especially personally, after the death of my mum, but it’s made me more focused to the job I love.

One of my favourite things about running a PR agency is the variety of what each day brings and that was the main aim when it launched four years ago.

I’ve always been interested in people and when it comes to business, I love finding out what they are passionate about and what drives them. It is very difficult to run a successful business unless your heart and soul are in it – and I love helping people share their passion and show what makes them stand out from the competition. The most important thing is to do something you enjoy and can earn a living doing.

When I was reassessing everything after losing mum, I decided to follow my heart and do what I enjoy – as well as stopping things I didn’t.

Variety

One of the most important aspects to running a business is to have several strings to your bow. But that doesn’t mean you have to play every instrument in the orchestra yourself.

You have to know your limitations. There is nothing wrong with pushing yourself to those limits, but you have to know when to bring in the experts when you are out of your depth. It will deliver much better results for your clients and will ease your worries about things going wrong.

I have spent my professional career writing and editing, so it was natural to continue with that, although now it takes a variety of forms from press releases to content creation for websites and social media.

Almost 20 years of my newspaper career involved page layout, which I also loved, but for some reason steered clear of when I launched my own business. I think I was so focused on launching the business that I concentrated on writing and social media. Now I can once again enjoy spending hours immersed in InDesign, creating everything from leaflets and posters to reports and publications.

Passion

Photography is a real passion of mine and I have enjoyed picking up my camera again. As well as offering a release, it means I can give clients an even more bespoke service – but I still know when to turn to the big guns. While I enjoy my time behind the camera, I also know my capacity and capabilities. I might get a great shot which the client is happy with, but I can’t spend all day trying to capture it. I have worked with many talented photographers over the years and I am spoilt for choice. They are real pros who deliver on demand.

Thank you

On International Cat Day, I must also pay tribute to Lilly and Freddie, the original Mike Crutchley Media cats, both of whom we sadly lost this year, aged 20 and 16. We now have triplet kittens who are probably more cute than useful in the office, but time will tell.

As I look forward to year five – something I wasn’t sure would happen this time last year – I must say thank you to those who have made it possible.

The first is a huge thank you to my family for all their love and support. They are the reason I’m able to do something I love.

Huge thanks also goes to Chris Pracy and the Patons Insurance team for standing by me at such a difficult time. I will never forget it.

And thank you as always to my long-suffering accountant, Graham Edgington, for all your help and support, and for always being a calming voice!

So that’s me signing off year four and raring to go into year five. Let’s hope it’s a good one!

What was DeadHappy thinking using serial killer Harold Shipman to promote life insurance?

Fri, 27 Jan 2023 09:14:44 GMT

This is what happens when disruptive marketing crosses the line

In what universe did using a serial killer to promote life insurance seem like a good idea? It sounds like a joke from the hit sit-com W1A, but sadly this is very real.

I’m all in favour of disruptive marketing and trying something new to get a client noticed. But this week I have seen one ad which came close to the line . . . and another which trampled right over it, turning the disruptive into the utterly disgusting.

Disruptive marketing is everywhere at the moment as companies try to grab as much publicity as they can. Whether it’s using social media influencers to front the latest trend or coming up with a campaign that breaks down barriers, the aim is to get people talking about it. Actually, the aim is to make money from it, but people have to talk or think about it first.

Comedy

One recent disruptive success was online betting site PaddyPower’s advert featuring Rhodri Giggs, brother of Manchester United and Wales legend Ryan. The focus of the ad – which was banned by the Advertising Standards Authority for ‘glamorising gambling’ – starring Rhodri was about loyalty and also featured talented singer and budding Manchester actor Wayne Devlin.

In the 2019 ad, Rhodri says he had always ‘lived a loyal life’, including drinking at the same pub, going to the same gym and sticking with the same brand of tea bags – with plenty of digs at his famous brother along the way.

The ambassador for Paddy’s Reward Club concludes: “Loyalty gets you nowhere, live for rewards instead,” as he drives away in a Maserati.

It made me laugh at the time and still does. Its success – despite the ban – demonstrates that you can push boundaries and do things differently. No doubt the other Mr Giggs was less than impressed with the coverage, but Paddy Power came out if it not only showing that it had a sense of humour, but it gave huge publicity to its loyalty scheme.

Social media

Big brands have cottoned on to the power of disruption, especially on social media, with responses to posts going viral, especially if they break the mould, are a bit tongue-in-cheek and go against what people expect from a global brand.

There are countless examples of this and digital watch maker Casio showed how to do it this week when it replied to pop star Shakira’s dig at footballer ex-husband Gerrard Pique’s new partner. The singer, who was with the former Barcelona star for 11 years, penned the track I’m Out Of Your League to describe her feelings towards the pair, saying she was worth two 22-year-olds (Shakira was 44 and new girlfriend was 22 at the time) and that he had ‘traded a Rolex for a Casio’.

I was always told not to air dirty linen in public and it seems that Casio wasn’t too impressed with the snipe either. The company – whose waterproof G-shock and subsequent calculator watches are lasting memories from my childhood – leapt to defend itself . . . and took the opportunity to grab international headlines. Its marketing team tweeted: “Shakira, we may not be Rolex, but our customers are loyal to us. In defense of Casio watches, our battery lasts longer than Pique and Shakira’s relationship.”

Ouch! I’m not convinced I’d ever advise a client to be that personal in a put-down, but it’s grabbed Casio plenty of attention – with Pique's retort claiming the brand will sponsor his seven-a-side football league in Spain. Drop the mic.

Limits

But . . . and there is a very big but coming. Being disruptive and doing something unexpected doesn’t mean there is a blank canvas waiting to receive whatever is thrown at it.

I was appalled to see life insurance firm DeadHappy’s advert featuring serial killer doctor Harold Shipman. The company has pushed boundaries in the past – even its name is a bit risqué – but it has crossed the line with this one. Under the heading ‘Life Insurance' is the phrase 'Because you never know who your doctor will be’ and a picture of the Hyde GP who was convicted of murdering 15 patients and is suspected of killing 250 more. Even more sickening is that Shipman, who was dubbed Doctor Death, was caught when a forged will from one of his victims named him the sole beneficiary – including any life insurance payout.

Unsurprisingly, among those to slam the ad were relatives of Shipman’s victims, who described it as ‘despicable and unacceptable’. Insurance brokers branded it ‘absolutely disgusting’ with some reporting the company to the Financial Conduct Authority and the Advertising Standards Authority.

What were they thinking?

Who in their right mind would ever have thought this was a good idea? Even after a brain-storming session involving copious amounts of alcohol, surely no one thought this would be well received. I can't imagine a travel insurance company putting out an advertising campaign featuring Russian President Vladimir Putin to help promote protection for travellers’ holiday bookings.

Yes, it has grabbed attention, but it is more likely that people will view DeadHappy with disgust and contempt and remember it as one to avoid.

DeadHappy founder Andy Knott reportedly accepted the advert was 'provocative' but said the aim was to raise awareness of the need for life insurance, adding: "If, however, you have been personally distressed by this advert we do sincerely apologise."

That’s right, shift the blame. WE’VE done it and we’re sorry if YOU are not happy.

That’s not the same as apologising for the advert, which has now been removed.

Far from being a disruptive success, this could blow up in the company’s face and see people voting with their feet.

When it comes to life insurance, I know I won’t be DeadHappy.

#pr #marketing #disruptivemarketing #socialmedia

Great customer service shows you really care

Fri, 14 Oct 2022 10:57:58 GMT

Going the extra mile really makes a difference

Customers are spoilt for choice with every purchase they make today and unless there is a huge difference in price, it can be difficult to decide who to buy from.

Many people try to support local businesses first, while others will choose convenience or brand familiarity. But whatever you are buying, good customer service wins for me every time.

The minimum a customer should expect is to pay a fair price and receive what they have paid for promptly and in excellent condition if it is goods. If something goes wrong and there is either a delay in delivery or something arrives damaged or with bits missing, what happens next will determine whether the customer or client will return. And, more importantly, whether they will recommend you or complain about you to others.

It sounds simple, but it is easy to lose sight of the fact that customer service should focus on the customer. Why have they come to you? Have their needs been met? If not, what have you done to ensure they go away happy?

I recently received outstanding customer service from my mechanic, Simon, at thegarage@SRC. My ageing Honda had been my dad’s and it was like new when he died 11 years ago. As well as being a reliable family car, there is huge sentimental attachment to it. It has been well used and brilliantly maintained by Simon – especially as things have started to go on it – and has taken us all over the UK.

Parts have become more difficult to get hold of, but Simon has always worked his magic to find whatever is needed and without breaking the bank.

But disaster struck a couple of weeks ago when I got back to the car after a meeting and it made a strange clunking sound as I got in. When I started it, there was a huge roar and it started to shake. I knew immediately what had happened – the catalytic converter had been stolen. In broad daylight, in a car park, with people around.

I jumped out to find a gap in the exhaust where the catalytic converter had sat for 26 years, quietly doing its thing. I rang Simon and made my way to the garage. The new roar of the engine covered most of the expletives caught on the dash-cam – which sadly didn’t capture the theft which can take as little as 60 seconds – as my pride and joy limped on its way.

How much would it cost? How long would it take to fix? Would it be the same again? Just what I need with school holidays and Christmas coming up.

But worse was to follow. Simon spent a couple of days trying to find and price up parts. Because of its age, it would be an insurance write off. Paying for it myself could cost thousands of pounds. In the end, the decision was taken out of my hands when I discovered that because of the way the exhaust had been cut, it needed another part that is no longer made. The only solution was to scrap it.

This was a huge blow, not just practically, but emotionally. I felt a sense of loss and spent a couple of weeks trying to ignore it before accepting there was nothing that could be done.

Minutes before I was to make my way to the garage with the documents needed to consign the car to its fate, Simon called. He had been thinking about it over the weekend and had come up with a number of suggestions. He knew what the car meant to me and was angry that something like this should see it broken up into tiny pieces. He was on a mission.

In a nutshell, he made the part we couldn’t get, ordered the ones we could, and I’m back on the road again – without breaking the bank.

As customer service goes, it was outstanding. Absolutely exceptional.

It would have been easier all round to just get rid of it, but he put himself in my position and wouldn’t accept no for an answer.

He has always looked after well us whenever we take our cars to him and I always recommend him, but this time he really has gone above and beyond.

The whole experience has reminded me that for a business to really meet its customers’ needs and make them feel valued, it has to put itself in their shoes. Pretend you are the customer and do your very best every time.

Oh, Simon’s also an expert on motorbikes – both riding and fixing them. Give him a shout at SRC, Unit 5, Grimshaw Lane, Middleton, Manchester, M24 2AE, tel 07593 782 756/07763 218743

#customerservice #pr

Today is an important date in the calendar

Mon, 08 Aug 2022 15:34:28 GMT

There's plenty to celebrate today

Today is a special day in the calendar.

August 8 is International Cat Day. In 2019, as well as celebrating feline friends around the world, it was the day I launched Mike Crutchley Media.

Three years on, while there have been some blurry moments in between, I remember that day it like it was yesterday. Having sorted out the cats with their gourmet treats to celebrate their special day, I sat at my newly installed desk and wondered what sort of clients I would I be helping. Would I be able to work from home (!) and what happens when I’m not here?

Despite any concerns I may have had, I have had the pleasure of working with fantastic clients from day one. I have enjoyed helping companies in all sorts of different industries. I have learned new things and I have learned to do other things differently.

One of the biggest plusses for me has been getting back to basics and writing. Gone are the days of ploughing through stories to fill the bottomless pits of daily and weekly newspapers. Instead, I can spend more time interviewing and researching a subject or topic, and can then work on the best way of presenting the final piece for a website or publication.

I was reminded of this recently after carrying out an interview and told the client they would have the draft the next day. The daily newspaper journalist in me means I still feel guilty if I don’t start writing a piece the moment the interview ends. I can still hear the voices of my tutors at college, as well as inspirational senior colleagues saying “write it while it’s fresh in your mind”. It is good advice and something I would encourage budding journalists today to follow.

I had started to write the piece but was unable to finish it straight away and came back to it the following morning. Having been inspired by something on the TV the previous night, I came up with a completely different line for it which the client loved. The lesson for me has been quality over quantity or speed. And I get a real buzz when a client tells me they love what I have done.

Throughout the three years, there have been far more ups than downs, although a pandemic six months into my new venture and losing mum to cancer earlier this year have been major blows. Traumatic events like this make you see life very differently and help you realise the importance of family and loved ones.

So it is a changed me that embarks on year four of this journey, older, probably not wiser, but ready for whatever the future holds.

The cats have also pointed out that today is once again International Cat Day - the biggest celebration to be held each year on August 8.

Thanks to everyone for all the help, support and love this past year.

And for anyone having trouble sleeping, here are my first and second birthday blogs:

https://www.mikecrutchleymedia.co.uk/happy-first-birthday-to-mike-crutchley-media

https://www.mikecrutchleymedia.co.uk/happy-second-birthday-to-me

The innocent-looking emojis that could get you sacked

Fri, 22 Jul 2022 08:18:08 GMT

What's the emoji for disciplinary action and a lawsuit?

We add emojis to messages almost without thinking – a smiley face, a crying laughing face and even the poo emoji. We send them to colleagues, friends, family, and even new contacts. There’s nothing wrong with lightening the mood, or revealing something about our personalities, is there?

It depends what you send and who you send it to. Apparently there is a generational gulf in emoji meanings and what someone sends as a friendly gesture could be taken for something offensive or even sinister. The biggest problem comes when someone like myself – who is now classed as the older generation – sends an emoji to the younger generation – those under 25s. And this is the area that is ringing alarm bells among HR managers and lawyers.

Starting with a simple one, sending a smiley face emoji to someone surely shows you are happy, in a good mood, and smiling at them. Apparently not – it shows passive aggression. In an earlier blog, I looked at how punctuation meant different things to different generations and ending a text with a full stop was seen by younger recipients as demonstrating anger https://www.mikecrutchleymedia.co.uk/make-a-point-and-keep-using-full-stops.

Returning to emojis, certain plants and fruit pose the biggest risk at the moment. Unless you are discussing recipes, I’m still not clear why anyone would send a peach or aubergine emoji, but both could land you in trouble.

To the younger generation, the peach signifies a firm bottom and the aubergine demonstrates an impressive manhood or is an invitation to sex. Unless you are sending either of those to someone you are romantically involved with, it’s probably best to steer clear.

The skull emoji doesn’t mean the sign of death to younger people, but that something is so funny they died laughing. A clenched fist is not a fist bump but a hard punch – even I got that one – and the manicure emoji means someone is waiting for gossip, not that you like their nails.

And the smiley, winky face isn’t a sign you are joking, but is apparently another sexual invitation.

So if you send a smiley face, a wink and a peach or an aubergine, it won’t just led to an awkward atmosphere in the workplace – it has led to serious accusations, dismissals and lawsuits. With just a few clicks to sign off an email or message, you could become a predatory sexual deviant harassing younger members of staff. Whatever the facts of a case, that’s a difficult label to shake off.

Instead of banning the use of emojis for anyone over the age of 25, help is at hand in the form of an emoji bible. Emojipedia is the gospel to guide us through the high-tech minefield and it’s worth keeping up to date with, especially as meanings can change.

For this reason, it is crucial to know the meaning of emojis, but it is also worth remembering that you need to be professional. Most company communications policies include what is deemed as unacceptable behaviour both in the office, as well as in emails or messages with colleagues, suppliers and customers. The use of bad language, crude jokes or anything deemed offensive can lead to disciplinary action.

Even armed with the emoji bible, in many cases, you don’t know the age of the person you are corresponding with, so you cannot judge how it will be received. In the same way you wouldn’t share a crude joke on a company email to a client, you shouldn’t use emojis that could mean anything rude or offensive.

You wouldn’t drop into conversation with a client or colleague “you have a tight bottom” or “I’ve got an impressive manhood”, so why send a symbol saying the same thing?

It is this type of behaviour that companies and society have worked hard to change.

There is an argument that there is no place for emojis in professional communications. But we live in the real world and if someone adds an emoji to their message to you, it is natural to reply in kind.

But if you don’t know exactly what something means, don’t send it.

#emojis #HR

So that's what it's like to have Covid

Fri, 15 Jul 2022 12:20:34 GMT

Do people even care if someone catches it now?

For the past two years, I have managed to avoid catching Covid through a combination of social distancing, sanitising everything in sight and a splash of good luck.

Like many people, I tested myself regularly between 2020 and the start of this year and, even on the occasions I had been feeling unwell, the tests were negative.

Had my pedantic hygiene regime been a huge success or had I in fact caught Covid but with only mild or no symptoms? There was no way of telling. But having had it now, there is no mistaking that it is not something I have had before.

When a sniffle and irritation in my throat began several weeks ago, I reached straight for the lateral-flow test which came back negative. I continued to test while the symptoms came and went and everything was fine.

“People still get coughs and colds” I reassured myself and anyone who pulled a face as I continued sniffing and spluttering.

But last month, things got worse and I began to ache and feel rotten all over. My scalp and even my hair began to hurt when I brushed it and I knew this was more than a cold. I felt groggy, dizzy, unable to concentrate and had no energy. Out came the lateral-flow test with two bright red lines.

Right. Now what? Covid laws in the UK have been removed and there is no requirement to isolate or inform anyone of the result. Test and trace has been dismantled and pop-up testing centres are now car parks once again. I scanned the barcode on the test which gave me an error message instead of taking me to the NHS website to record the positive result.

Does anyone care that I’m positive, or with the vaccination programme fully rolled out, is Covid now being treated like indigestion or diarrhoea – treat it yourself and keep it to yourself?

But we are being encouraged to ‘do the right thing’ and try to stay at home and away from others to stop it spreading, even though we don’t have to. Despite a positive test and symptoms in full swing, we are free to do about our daily lives as we please.

As far as work is concerned, being absent with Covid is like being off with a migraine or chicken pox and is counted as ordinary sick days. If your employer allows you to work from home, great, but they are under no obligation to do so and they do not need to make arrangements for you to continue working while isolating. The nicer ones do, though.

Working from home and running my own business means I was fortunate not to have to overcome these hurdles, but it wasn’t just about coming into contact with people. I felt awful and was unable to work for nearly two weeks.

Although I have been clear for about a month, I have not fully recovered and the strange, heady sensation lasted a couple of weeks, making it difficult to focus. And simple tasks like walking up the stairs left me feeling as if I had run a half-marathon.

Whether it is because of the vaccination or I happened to catch a mild case of it, having Covid isn’t as bad as I had spent two years fearing. But it isn’t something that can be dismissed as similar to having a cold or the flu and isn’t something I would want to have again.

I will never know where I caught it, but this is the situation the government has wanted to get to since March, 2020 – when catching this virus wouldn’t be a life changing or threatening and we could all carry on with everyday life as normal.

Don't do your dirty laundry in public

Fri, 27 May 2022 11:13:23 GMT

No one wins when you row with customers on social media

It may be a cliché, but having seen a heated row in a Facebook group this week, the saying is still true – don’t air your dirty linen public.

In the gripping exchange which was seen and commented on by dozens of people, there were no winners. Neither the customer nor the tradesman came out unscathed because both were partly right and equally at fault.

The customer was complaining that work done to their bathroom was of a poor standard and they wanted to share it to warn other people about a ‘cowboy builder’.

The builder replied saying that the customer wanted to cut corners and save money wherever possible and they had done the best job they could in the circumstances and would return to sort out any snagging.

Wading in

As the to-and-froing continued, dozens of group members offered their opinions on who was in the wrong and the conversation eventually ended up with threats of involving trading standards and the builder considering legal action over defamatory remarks.

The Facebook group court of public opinion swayed in favour of the customer, while those who thought the householder was in the wrong didn’t hold back in giving their reasons why.

And this is why no one wins when disputes like this are aired in public and the flames are fanned by social medial likes, shares and comments.

There were no written contracts – revealing the sort of detail the exchange went into – but there were plenty of recollections about what was discussed, what had been agreed and issues that were flagged up.

Solution

And it could all have been resolved in a couple of minutes, face to face, as they went over the resident’s concerns and the builder explained the problems he encountered. They could have agreed how to put it right and got on with it, instead of being caught up in a social media storm and dragging things out.

The images shared of the work suggest the job isn’t quite finished, but it looks like it would take less than an hour’s work to complete. Without knowing the details, you would have thought the builder would have taken the extra time to finish the job and be clear to move on to the next one.

Equally, the householder made it clear that they did not want to spend a lot of money on the project and apparently said no to suggestions which might have improved the overall quality. No one likes spending huge sums of money on home-improvement projects, but it is also a case of managing the expectations of the client. While they knew they were on a tight budget, I’m sure on some level they imagined or hoped the end result might look more at home in a Premier League footballer’s mansion.

No winners

Now, whether or not he takes legal action over what he called defamatory remarks, the builder’s reputation has been tarnished and he will have to work hard to restore it.

And, whatever shortcomings there might be in relation to the work carried out, the householder doesn’t come out of it smelling of roses either.

It could have been sorted out quickly, quietly and in a civil manner, rather than the social media slanging match that ensued.

If a customer takes to social media to air a complaint, it is better to contact them directly and privately to deal with it, rather than risking a public row that could turn nasty and harm your business.

#customerservice #socialmedia #complaint #pr #marketing

Do brand names still matter?

Fri, 20 May 2022 12:24:03 GMT

Does changing a company's name really make a difference?

It’s been six months since my last blog and I’m glad no one has noticed! After illness and bereavement in the family, I haven’t had time to focus on much else, but something got me fired up this week and I couldn’t ignore it.

Having been in most of the day, I had to head out briefly and returned to find a card through the door to say they had tried to deliver a parcel, but no one was in.

‘That’s a pity’ (or something similar) I muttered to myself. The courier was EVRI, one I hadn’t heard of before. I wondered what the parcel was and who had sent or ordered it. The card said delivery would be attempted up to twice more on the next weekdays and then the parcel would be returned if I didn’t allocate a safe place to leave it or a particular neighbour I knew would be in.

Having found my glasses to look at the small print for a number or website, I looked more closely at the card, which said EVRI (the new Hermes). Okay, Hermes, I know that one and they regularly deliver to us.

Sure enough, when the parcel did arrive, it was Dave, the friendly Hermes driver in a different uniform and with a new set of ‘sorry we missed you’ cards.

What's in a name?

What was wrong with Hermes? From our point of view, absolutely nothing. So why the change? I have no idea and, in all honesty, I don’t care. It used to be Hermes, now it’s Hermes in disguise . . . next week if it’s something else entirely, as long as we get what we have ordered, we’ll be happy.

It was this reaction that surprised me.

I have always thought that familiar, household brands with long histories counted for something. They were reliable, you as a customer mattered to them, and they offered value for money.

As I have said in previous blogs, customer loyalty doesn’t seem to mean much these days https://www.mikecrutchleymedia.co.uk/are-we-rewarded-for-loyalty-anymore so why should it matter that we keep going back to the same familiar names? What’s wrong with shopping around?

I was a child of the ‘80s, when British Gas supplied gas, British Telecom provided phones and British Rail . . . you get the picture.

Privatisation and competition, among other factors, led to an increase in the number of companies in every sector, all casting their nets in the same customer pool.

How do you know who's who?

So how do you decide which to choose? It is the first name found on Google or a price-comparison site? Do you go with the lowest price or a name you trust?

I am not that stuck in the past that I would only go with the names I have grown up with, but I am more cautious about lesser-known brands and try to find out more about them before committing to them or ruling them out.

Equally, there are brands I have had bad experiences with and would never use again, no matter what they are called today.

Rebranding is a major step for a company and not one to be taken lightly. If I had a business with 100 successful years behind me, the last thing I would think to do is change the name. But today I suppose it depends what you are trying to achieve and, perhaps more importantly, what you are trying to get away from.

Whatever the history of your company – let’s use the fictional family-run solicitors Kerching! – and however reputable and successful, you might want to rebrand to something more Tik Tok, Instagram or hashtag friendly.

Equally, if Kerching’s partners have been struck off for mishandling clients’ money, those left to pick up the pieces might understandably want to distance themselves from the past and come up with something like justice4U.

Times have changed

Ultimately, I think times have changed and because of takeovers and buyouts, most people don’t have a clue who owns what any more.

And, if it does what you need it to, does it really matter?

Facebook is still Facebook to me, even though it is now called Meta. Having achieved one of the biggest technological successes of the century, why did Mark Zuckerberg want to change its identity? He said Facebook is only part of the company which now includes Instagram, WhatsApp and Oculus – but it is a very big part.

Perhaps the reason for change was also to steer the social media leviathan away from privacy breaches and other scandals of the past.

Whatever the reason, a silly name change won’t put me off.

And, after the phenomenal success of the past few years, you can’t see Amazon changing its name any time soon, even if Jeff Bezos decided to line it up with his Blue Origin space programme.

But if he does, I’ll just click on the Blue Origin app instead of Amazon. The biggest inconvenience would be to the delivery drivers around here who, after all these years, have only just got Amazon-branded vans.

What name changes have you noticed recently and what do you think of them?

#branding #marketing

Getting the work-life balance right changes your life

Fri, 15 Oct 2021 06:46:46 GMT

Focus on what really matters to you

Whether you are a business owner or an employee, getting your work-life balance right is one of the most important things to master

This week is National Work Life Week and a chance to think about what really matters to us.

We spend more time at work than anywhere else, and if you are unhappy, the days and weeks drag and it is easy to become resentful of this thing that takes up so much of your time. It also affects your mental health.

We all have to work to live, but it is easy to become trapped in a vicious circle where you are unhappy at work and it makes the rest of your life miserable because it is constantly on your mind and you dread the start of the next working day or week.

Changing your mindset can make a big difference, but where there are real problems, you have to do something about it. The first step is to speak to your manager about what is making you unhappy and what the company can do to address it.

You have to be realistic about what you are asking for, but it is important that you are honest with them. If another employee is making you unhappy or are difficult to work with, it is in everyone’s best interests that it is worked out.

The worst thing that can happen is that it festers and reaches the point that the unhappy employee sees no alternative but to leave, affecting their wellbeing and financial security, and the company has lost a valuable employee.

Pressure of work

Feeling pressure at work to hit deadlines, targets, etc, is nothing new and is not something that is going to go away.

Many people say that if they were paid more, they would feel happier coping with the demands of the job. A lot might deserve more for what they do, but there also comes a point where no matter what the salary, it doesn’t make up for the stress, sleepless nights, working evenings and weekends and missed family events that many people endure.

When I set up my own PR agency, I made a decision to work set hours on set days, making evenings and weekends my own with the family.

Having spent more than 20 years declining invitations or having to send apologies at the last minute because something had come up at work, it has been fantastic (pre-Covid) to be able to go out for a meal, go to a concert, or arrange to meet family and friends at the weekend, without worrying that work will get in the way.

It went with the territory, but when I worked in newspapers, nothing was off limits and there would be calls and emails at any hour, on any day. It wasn’t and never will be a nine-to-five industry.

Part of the job

The Manchester Arena Bombing and Boxing Day floods of 2015 are incidents that no matter where you are or what you are doing, you drop everything and get on with it. That was a given.

But what became intrusive was unnecessary calls about mundane things. Staff need to be managed and supported and I have no problem with that. But it reached the point where you felt some people couldn’t think for themselves.

I have always hated disturbing people outside of work, and have only done so in an emergency.

The most serious out-of-hours call I had to make was the night the paper almost didn’t print following a huge IT failure just before our 10.30pm deadline. The whole network just went dead. I rang the MD, who was at an awards ceremony, to say the paper wouldn’t come out for the first time in its history. Following several more frantic calls, the head of IT came charging over the hills like a knight in shining armour, mumbling something about speed cameras, and eventually managed to coax the system back into life.

It was hugely stressful for all concerned but we finally got the paper away. It was a real emergency that needed all hands to the pumps.

Had I phoned the head of IT at that time to ask why an email I sent kept bouncing back, I can imagine what the response would be – and it would have been well deserved. That is the sort of thing that makes staff feel they don’t get paid enough and makes them unhappy in work.

Knowing you can look forward to something at the end of the day or week can change your whole outlook on work and life.

I love what I do which is a huge help, but that is because when I left newspapers, I decided to only do what I enjoyed, rather than what I had to.

I hope you’ve had a great week.

#nationalworklifeweek #pragency #marketinng #socialmedia #contentcreation

The innocent words with offensive new meanings

Fri, 01 Oct 2021 05:55:43 GMT

Are you a snowflake, Karen, gammon or remoaner?

If you still want to be ‘down wi da kidz’, you can improve your vocabulary by looking at the latest words to be flagged by UK broadcast watchdog Ofcom. Innit.

New meaning

Many of the words added to the offensive list are those people of a certain age - non-Millennials - would use everyday, unaware of their new meaning.

The first one, I was already aware of, and genuine apologies to friends with this name. It’s Karen. In its new derogatory meaning, it is used to refer to an entitled middle-class white woman who complains about everything and usually demands to see the manager.

The male equivalent is Ken, although I’m not sure this is anywhere near as widely used.

The next addition to the list is gammon, which really threw me as I’ve only ever heard it used to refer to meat. But apparently it’s used to describe right-wing, pro-Brexit men. I’ll have to be careful what I order the next time I go into the butcher.

More-obviously offensive terms included are 'libtard', 'remoaner', 'snowflake' and 'boomer'.

By adding these and other derogatory terms, critics have accused Ofcom of being ‘woke’ – ironically, another term likely to be added to the list.

No offence, but . . .

Here is the list with the full explanation of why each one could be deemed offensive:

Karen : A pejorative term for an obnoxious, angry, entitled, and often racist middle-aged white woman

Gammon : A term referring to the colour of a person's flushed face when expressing their strong opinions, associated particularly with right-wing Brexiteers

Libtard : A word used to describe people on the political left who are perceived to be easily offended, 'woke' and overly politically correct

Snowflake : Someone perceived as too sensitive, easily offended and outraged

Feminazi : A term used to describe an outspoken and radical feminist

Boomer : An insult for baby boomers who are perceived to be out of touch and dismissive of younger generations

Remoaner : Someone against Brexit perceived to be constantly complaining about it

Terf : A 'trans-exclusionary radical feminist' - used to describe people who reject the assertion that trans women are women and are opposed to trans-rights legislation

There are obviously more serious considerations with terms such as terf, which refers to a charge of discrimination, and trampling on rights, rather than flippantly referring to someone who has a short temper, or is unhappy the UK is out of the EU.

So while Ofcom is updating its dictionary for reviewing complaints, the rest of us need to mind our Ps and Qs and be especially careful if you bump into Karen in the butcher, while ordering a joint of ham.

Much like when David Cameron got in a muddle when signing off important documents LoL, you wouldn’t want to call your boss, Karen, a woke, feminazi snowflake, whatever meaning you intended. And you can't brush it off as 'bants'.

It won’t end well and they definitely will be demanding to see the manager.

#language #ofcom #offensivelist #karen #snowflake #boomer #gammon #remoaner

Happiness is the most important thing

Fri, 24 Sep 2021 21:31:31 GMT

Make sure you enjoy your work

Don't worry, be happy

Are you happy at work? It sounds a simple question, but the answer is anything but straightforward.

We spend more of our lives working than doing anything else. So it follows that if you are unhappy at work, your outlook on life is going to be pretty miserable. But if you enjoy it, everything will look much brighter.

As International Week of Happiness at Work week draws to a close, one of the key messages is that if you are unhappy, you need to make changes.

This can be anything from addressing an issue with a colleague who is making things difficult or unpleasant, speaking up about ideas you may have about the way things are done, or raising any concerns you may have.

It can be anything from a quiet word to a formal complaint to HR.

If what you suggest isn’t acted upon, at least if you feel you have been listened to and your opinion valued, you will feel happier.

And if, having made suggestions or raised concerns or problems, you feel ignored or remain unhappy, it’s time to move on and find a job where you will be happier.

Equally, there are people in jobs they are not suited to but it ‘pays a wage’. They are unlikely to ever be happy in their work, but nor should they expect their employer to bend over backwards and make unreasonable allowances and changes. As long as they accept that work isn’t going to be the highlight of their day, they will be happier.

Work-life balance

The biggest factor in being happy at work is the work-life balance. Most people accept that they aren’t going to love every minute of every day at work, but the problem arises when work encroaches into their personal time.

Being asked to work longer hours, or work weekends or days off, can disrupt family and social plans and the ill feeling it causes among workers can simmer for a long time.

Staff are compensated for instances like this, with overtime payments or extra time off. But it is often the inconvenience and disruption caused at that particular time that is the issue. Even if someone enjoys their work, if they have been particularly busy or feeling the pressure, disrupting something they had planned and were looking forward to – a drink with friends or a trip to the shops – can cause lasting resentment and anger if they are forced to work.

Even if they make it to their engagement, they may not get the release they were looking for if they are late or feel they have had to rush.

Work to live

It is a cliché but we work to live, not live to work.

When I set up my company two years ago, I made the decision to work set hours, leaving the evenings and weekends free – and it has changed my outlook on everything.

I no longer spend Sundays – when not working one in three – counting down the minutes and seconds until Monday morning and the start of that week’s rat race, and missing out on a fantastic roast dinner at my in-laws.

The biggest weight lifted has been knowing that whatever the pressures of work and however busy it gets, I know I can separate work from my time. And never the twain shall meet.

I love what I do but, like everything, there are ups and downs. The biggest release for me is knowing I can go to a concert or football match, or arrange to go away for the weekend without having to cancel at the last minute because of work.

Working from an average eight-hour day, I currently work six weeks a month, Monday to Friday. But I am happy. There are still pressures of deadlines and bills to pay and I have to be incredibly organised and efficient, but it is me and my family that reap the rewards.

And, most importantly, evenings and weekends are still ours. So, without thinking, I can agree to going to a show, concert, or game three months on Tuesday without thinking about it. And I can look forward to lovely Sunday roast again.

And that makes me happy at work.

#internationalweekofhappinessatwork #hr #businessowners #entrepreneurs #wellbeing #worklifebalance

Happy second birthday to me!

Mon, 09 Aug 2021 11:19:09 GMT

Thanks for all the support in another interesting year

Happy birthday to you, happy birthday to you, Mike Crutchley Media has just turned two . . .

Don’t worry, I won’t be embarking on a career as a singer! I’ll carry on doing what I’m good at – storytelling – whether it’s creating social media or website content, getting businesses noticed in print and online in newspapers and magazines, or helping with a company’s overall image and messaging.

It’s also what I love doing. It’s great when you make a new connection, find out about them and their business, what drives them and what they want to achieve, and help get that across to clients and customers.

My second year in business began the way the first one ended – in lockdown, in the middle of a pandemic. It has certainly been a memorable second year but, overall, it’s definitely been an enjoyable one.

Pandemic

As my new business was brought down to earth with a bump by the pandemic, the first birthday last year was a mixed milestone.

I loved what I was doing, but no one knew what the future would hold. Work initially came to a standstill and people were understandably reluctant to spend money. It was a case of readjusting and seeing how you could help businesses get through the worst disruption in memory.

The celebrations were definitely muted. Fast forward 12 months and it’s time for balloons and cake. Any excuse for cake here.

The 2020/21 year has been an adventure with many highs and some big lows, but I’ve loved it. I love what I do and have met and worked with some fantastic people and businesses along the way.

Before the pandemic, I didn’t think anything of jumping in the car and interviewing someone or meeting potential clients over coffee and cake. Cake again!

Contact

Face-to-face contact is a huge part of what I do, building trust with clients and people I am interviewing. Despite the internet and social media, pre-March 2020, Zoom and video calls were largely limited to in-house communication. No one would imagine sitting in front of a camera for a job interview or to meet new clients.

The pandemic has changed so now it’s not just professionals that rely on cameras and technology – the public is also used to virtual meetings and gatherings and no one is expecting a Spielberg-quality production every time.

I still prefer meeting people in person, but Covid restrictions and technology have really broadened the horizons and put me on the radar of people who wouldn’t otherwise have been aware of what I do.

As it has for other people, this has opened up opportunities not just around the country, but also around the world, something I know wouldn’t have happened if we weren’t all confined to our homes for months at a time.

Technology

The use of technology also means that I am able to do things I could previously only have done in an office, such as editing newspaper pages.

It also means I can be more flexible and far more productive with my time and am enjoying working with a real mix of clients, providing writing, editing and PR.

One of the most-rewarding things about what I do is getting feedback from clients who are pleased with the end result, especially when they see articles and interviews in print.

As I look forward to the year ahead, it is with a sense of optimism that we are over the worst the pandemic has to throw at us.

Thanks again for all the support.

Now, where’s that cake . . . ?

#pr #marketing #socialmedia #contentcreation

Squeezing the good out of goodwill

Fri, 16 Jul 2021 06:59:24 GMT

There are times when you need an expert and not a friend

We all need help in our professional and personal lives and often call on friends for advice.

But there is a line between business and friendship and it is one some people seem to have no problem in crossing.

A connection on LinkedIn shared how she recently spent two hours helping a friend with a complex HR issue, getting little more than thanks in return.

That alone is above and beyond a chat over coffee about a serious problem their business was facing. If the owner didn’t have a friend who runs her own HR firm, she would have had no choice but to hire someone to deal with the issue.

But what really rubbed salt into the wound was when the friend’s husband was invited to look at some building work at the HR expert’s home, he quoted her full price - no discount, no ‘mates rates’ - despite mentioning all the help the builder’s wife had been given.

As she said, it was a lesson learned.

Mixing business and pleasure

But it is something that has been nagging at me all week. Some people perhaps don’t understand the distinction between your livelihood and friendship, but it’s more likely that they are taking what they can get.

I wouldn’t dream of stretching the bonds of friendship like that and when friends have asked me for advice, I’ll happily suggest things in general terms, such as creating social media accounts, or getting a write-up in the media to help their business.

But, if they want to talk trends, key timings for posts or putting something together for a press release, give me a call any time between 9am and 5pm, Monday to Friday. I take bank transfers, cash and cards.

We all want to get on with the people we work with and we want to support our friends’ businesses wherever possible, so you cannot ever say don’t mix business with pleasure.

But you also have to be practical and understand that this is what your friend does for a living and not to take liberties. Their job keeps a roof over their head and food on the table.

You get what you pay for

Imagine walking into a Mercedes dealership and spending two hours with the sales team creating your dream AMG GT Roadster with all the whistles and bells – an easy £150,000. Who in their right mind would expect to walk out with it for free?

You wouldn’t, and that is the difference between how people see businesses that offer goods and those that provide services.

When there is a physical product that changes hands, the grey area becomes more black and white.

As in the case of the HR expert, employment law can be a minefield if you do not know what you are doing and there are things that you have to get right, with no margin for error. People go to university and keep up to date with changes to the law, which is what makes them experts in their field.

Get it wrong, not only will you have an unhappy worker or workforce to deal with, it could prove costly and could even end up with prosecution.

Good tools don't make a good workman

We all bought scissors and hair clippers to try to tackle the lockdown locks. Without dwelling on the results, it’s fair to say that having the right equipment hasn’t turned us into hairdressers and barbers.

This is an issue that photographer friends frequently come across. People want professional images for business, or to have someone capture special moments at family events such as weddings.

But many start pulling faces when it comes to prices, presumably expecting to spend £30 to £50 for a day’s shoot and full wedding album. Most people have smart phones that can take crystal-clear close-ups of the moon and can’t see why photographers charge hundreds or thousands of pounds for certain jobs.

It is because they are experts in their field. They have studied to gain qualifications and understand every aspect of their camera, lighting and any other equipment and how to use it. They have had to pay for that equipment and it requires their time both at the shoot and processing images afterwards to deliver results.

Their experience also helps them picture the shot before they take it. They know how to avoid capturing the tipsy person in the background with cigarette in one hand, drink in the other, about to photobomb an intimate portrait of the happy couple, or a candid image spoilt because someone has their eyes closed. They know how to produce crystal-clear images that the bride and groom will treasure and do it in a few shots, rather than spending hours shooting thousands of images in the hope that a few good ones will come out. They also are used to dealing with the variety of emotions and characters weddings attract.

As with anything, you get what you pay - or don’t pay - for.

By all means, chat to friends about what you need or ask for general advice about a problem, but to take it further, you have to be prepared to put your hand in your pocket and not exploit that friendship.

The bottom line is you are asking for an expert, not a friend.

Shocked by what publicist wanted to do to client

Tue, 29 Jun 2021 05:57:56 GMT

Female PR exec couldn't see past 'fit' male client's good looks

‘It helps that he’s fit and I definitely would. Lol! Don’t tell my husband!! Ha!!!!’

This isn’t what you’d expect to as you exchange pleasantries with someone trying to get publicity for their client.

But I was more shocked that it was a woman saying it. Am I wrong for expecting better?

The other side of that coin is what would the reaction have been if I had sent that as a reply about a female client they were representing? Apocalyptic, I would imagine, and rightly so.

Attitudes

There is no place for discrimination of any kind and surely we have reached the point where we all realise that men and women are equal and should be treated as such.

Attitudes have come a long way over the past 20 years and for the better, but there is still some way to go.

People recognise that it is not acceptable to make offensive or suggestive remarks and dismiss it as ‘banter’, or to treat someone differently because of their age, gender, race or beliefs.

When it does happen, the results are often explosive, long-lasting and usually on YouTube for all to see.

I don’t know the person who sent the email, I don’t know their personality or their personal circumstances. Perhaps they are in an open relationship with an understanding other half and won’t face the backlash Matt Hancock is facing for walking away from his marriage. It doesn’t matter. Their private life is just that.

Unprofessional

Whatever the situation, it is completely inappropriate to make and share remarks like that – ‘joking’ or not – especially in a professional capacity.

The client in this case might dismiss it as banter or even take it as a compliment – men probably would. Again, I might be wrong for thinking this stereotype.

But if it was a female client, the attitude is that her looks will get her further than her ability and she is being thought of in a sexual nature. This is the sort of attitude that led to the creation of the #metoo movement.

Maybe it is because attitudes have changed that this episode stands out so much.

Times have changed

I remember one appalling incident about 20 years ago, when I used to write album reviews for a regional newspaper group.

One band enjoyed global success with a one-hit-wonder and was giving away competition prizes as they rode the crest of their one and only wave.

I knew the record company exec from other artists we had covered and we got on well. As is always the way, the details of the competition were turning into a nightmare and in the end, she forwarded me several emails between herself and the band and its management about what had been agreed.

Apart from a couple of lines about signed album copies and merchandise, what came from the lead singer was pure filth. He was married with a family and the exec wasn’t a star-struck groupie. None of what he shared is repeatable, but it was chauvinistic, degrading and offensive. Very offensive. I was disgusted, angry and told her she should complain.

“Who to?” came the response. “It’s what they’re like, it’s part of the job.”

If that email was sent today, it’s safe to say heads would roll and people would be rightly shamed and unemployable.

As disgusting as it was, it didn’t really surprise me. I just felt awful that someone had to put up with this kind of degrading behaviour. That was the time we lived in and if people objected to it, what could they really do? They’d be labelled ‘liberal lefties’ or ‘do-gooders’ and ignored.

What would you do?

Things have moved on and attitudes have changed, especially in recent times, but it is still there under the surface.

In the case of my more recent PR correspondence, I half-jokingly replied that she should be careful not to reply to her husband by mistake.

Maybe I should have taken a tougher line and called out her behaviour.

What would you have done?

#pr #hr #discrimination #harassment #equality #metoo

Media must know when to do the right thing

Wed, 16 Jun 2021 00:35:23 GMT

Some things are more important than getting the story

The scenes involving Denmark striker Christian Eriksen’s cardiac arrest and resuscitation on the pitch were distressing to watch and must have been horrific for his family, teammates and everyone in the stadium.

Thanks to the life-saving efforts of the medical staff, he left the pitch conscious and continues to recover in hospital as doctors try to understand what caused his cardiac arrest.

Backlash

While live TV is, by its very nature, unpredictable, there has been a backlash over the media coverage of the incident, especially live television footage of him receiving CPR and a defibrillator being used to revive him.

As his partner ran on to the pitch, not knowing whether he was alive or dead, cameras zoomed in and panned out as directors tried to work out what was going on and what to do about it. They had to balance recording what was happening with decency.

No one needed to see what unfolded and his teammates rightly formed a circle around him in a bid to keep out prying eyes. Had he died on the pitch, images of his final moments and the frantic efforts of the medical teams were being beamed live around the world and news organisations would have been rightly lambasted.

Part of the sting has been taken out of the backlash of the coverage because the 29-year-old appears to be making a recovery.

But, these days, when streakers invade a sporting field, the cameras now focus on something else entirely and make sure they do not capture any images of the intruder, and that is what should have happened here.

Prepared

Since Fabrice Muamba’s collapse with a cardiac arrest at White Hart Lane in March, 2012, medical protocols have been introduced at sporting arenas around the world to deal with such eventualities. Surely media coverage of these incidents must have been included and broadcasters made aware of them.

While the camera operators and directors finally did the decent thing, it was disappointing to see some fans seated nearby filming the drama on their phones. And while major news organisations chose not to show the distressing scenes their own cameras had captured earlier, it was mobile phone footage that was doing the rounds later.

I agree with the criticism levelled at broadcasters, but those who grabbed their camera phones should be held with the same contempt.

Decency

Smart phones have turned everyone into instant videographers and photographers, capturing the world around them as they go about their day. But, unlike news organisations, they are not regulated and have only their own moral compass for direction, which is why whenever there is a bad crash, or someone is being arrested or in distress, it is usually being filmed and will appear on social media imminently, hoping for a viral reaction.

Whenever reporters and photographers arrive at a major incident or breaking news, the insults of ‘bottom feeders’, ‘parasites’, ‘pond life’, etc, are often hurled at them by witnesses and passers by – all armed with their own smart phones and sharing details and images too gory for most newspapers and news channels.

As the Eriksen reaction continued, something on YouTube caught my eye. It was a shooting in the US in which police wounded an armed man who pointed a gun at them in a car park. With the man lying on the ground, officers cautiously approached with guns drawn, shouting instructions to him. Suddenly, there was movement behind a truck as a woman scrambled in front of the officers, lucky not to be shot. And what was she doing? Trying to get a better angle for her video – putting her in the line of fire. The officers didn’t have time for pleasantries and told her in no uncertain terms to move – as she continued to complain about being too far away.

Choices

Throughout my newspaper career, I had to make difficult decisions, sometimes in the heat of the moment, but whatever the situation, my aim was to do the right thing, often with the things left unsaid.

I have worked with people who made no secret of their ruthless streak and hunger for success. Good luck to them. Whether they achieve their goals and whether they are sustainable, I can honestly say that in 22 years, there wasn’t once where I regretted doing the ‘right thing’.

What happened to Christian was distressing and should have been private, but, unfortunately, it happened in a public arena and the media didn’t entirely get it right.

The most important thing in all of this is that Christian makes a full recovery. While he may not play football again, the fact he will be here for his partner and their young children is far more important.

#christianericksen #cardiacarrest #media #socialmedia #citizenjournalism

Does size matter to your business?

Wed, 09 Jun 2021 05:15:33 GMT

Never lose focus on what your business does

Big hits

If big web traffic and social media numbers are all you are looking for – and you manage to achieve it – fantastic, well done.

But how do you turn that into paying customers?

It works for the likes of Google and Facebook, who get paid advertising revenue for the number of people visiting their sites.

But unless your business is selling advertising space, you need to be able to turn clicks into clients.

Three recent posts got me thinking about the old adage of quality over quantity.

Don’t be boring

I must thank Richard Glynn, of Buzz factory PR, for his blog about why we focus on ‘the least interesting, interesting thing’, and Nicolay Armando, of Title Productions, who shared a post about being caught recycling the same strategies because of the fear of the unknown.

Richard’s point is that people tend to focus on what is expected, routine and safe. He cites an example of a solicitor appointing a solicitor and talking about it. There is very little interest unless you are a solicitor and it will kill engagement.

However, the same announcement can really grab attention with a bit of digging – such as finding out about major legal battles they have won, which clients they have represented, hobbies and interests, etc.

For example, people are far more likely to read something about the lawyer who secured a record-breaking settlement for a client in a high-profile case because that is who they would want representing them.

What Nicolay highlighted echoed Richard’s point that fear of the unknown leaves many businesses sticking to the well-trodden path that people are fed up with. His answer is that you can’t fix every problem with the same approach. And he is spot on. Even similar clients within the same industry have different needs. The moment you adopt a one-size-fits-all approach, everything and everyone starts to look the same.

Thanks also to Hussel Marketing founder and former Apprentice candidate Lewis Ellis for calling out bought engagement.

Lewis shared how a fellow business owner had caught his eye with their Instagram content which was getting plenty of attention. But a closer look revealed they were using paid-for engagement pods and bots with poorly created profiles just to boost their numbers. Once that cat’s out of the bag, credibility is gone. It’s like sticking a Mercedes emblem on a 1982 Honda Civic and hoping no one will notice. You’re far better off having a smaller number of genuine, good-quality followers who are engaging with your offering because they are interested in what you are doing and might even buy your products and services.

Blank canvas

I love working with new clients and embarking on a publicity journey with them. Each client is different and I enjoy a new challenge every time. Otherwise, I might as well be fitting indicators on Audis and BMWs.

It is interesting and enjoyable finding out about new businesses, what they offer, and how they help customers and clients.

It is also great being able to help them get their message out as far as possible, often through media they hadn’t thought of, such as newspapers and magazines, or wanted to reach those audiences, but didn’t know where to start.

Even working with similar clients in the same area, entirely different approaches need to be adopted because their needs are different.

One client who installs security doors and shutters was looking to expand their business and had found their social media engagement had stalled. A quick look at what they were doing revealed they didn’t have a LinkedIn presence. Straight away that puts them in front of business owners, CEOs, operations managers, site managers . . . many of whom will be needing these services. The messaging still needs to be right, but just getting them on that platform opened doors for them. Literally.

Another client runs their beauty business mostly on Instagram, even taking bookings that way. They have a strong Facebook presence which works in a similar way, but, in all honesty, there isn’t any point suggesting they venture into LinkedIn territory. Most of their clients are on Instagram, browsing and sharing new looks and styles and it has become a one-stop-shop for the business.

The key is to keep people interested in whatever you are doing. But it’s worth repeating, it’s far better to be honest than to create an inflated persona your business cannot compete with.

Nothing kills engagement faster than disappointment.

#pr #marketing #socialmedia #titleproductions #thebuzzfactory

How far do you go to put a mistake right?

Tue, 01 Jun 2021 05:56:01 GMT

Customers should come away with an enjoyable experience

Last week, I talked about how complaints and negative feedback can actually be good for business.

This week I want to look at how far businesses should go to make amends when a customer has a legitimate complaint.

When things go wrong

The starting point here is that even if a business boasts 100 per cent reviews on its feedback page, things do not always go perfectly.

And, as I mentioned, good customer service goes a long way in winning over not only the unhappy customer, but it can also help attract new customers.

While businesses strive to succeed, they need to plan for every eventuality, and one of those is how to deal with complaints.

Many have set procedures for a variety of scenarios, from discounts, refunds and replacements, to offering something that adds extra value to the experience, such as a complimentary product or service as a way of making amends.

Whether it is goods or services, everything today centres around the customer experience, from how long they have to wait in a queue in a shop or on the phone or to get on to a website, how long something takes to get there and the quality when it does arrive.

Disappointment on the menu

As we are finally enjoying going back into pubs and restaurants again, food is a topical example, especially as it generates personal and emotive responses – far more so than discovering the set of glasses you ordered have arrived broken.

Because food is so subjective, the margin for disappointment is wider. When we go for a meal, we are going to enjoy the whole experience. The ultimate aim is to have something delicious that you haven’t had to prepare and cook yourself, there’s no washing up, and you can relax and enjoy spending special time with friends and family.

If you have ordered steak, and it is full of fat and gristle, it is not only the food that leaves a bad taste – the entire experience becomes a disappointment. And that is what you remember the next time you think about where to eat out.

If something like this happens, restaurants have different options to try and rectify it. It could offer a replacement, although this takes time and others at your table will probably have finished by the time it arrives.

They could knock the price of the meal off the bill, but that still leaves the disappointment of not having what you were looking forward to.

Experience

Equally, one spoiled meal cannot mean that the restaurant foots the food and drinks bill for the entire table. There has to be a happy medium that suits everyone.

Just because it doesn’t meet your expectations, does not automatically mean that the restaurant is at fault. But neither does it mean that if there is a disagreement, the chef or manager should take the ‘manage your expectations’ line. It might be a local pub and not a Michelin-starred restaurant, but the food still has to be enjoyable.

And I know people are only too quick to post negative reviews on websites and social media, with many probably shared while they are still at the table.

With fatty steak-gate, the staff have to think quickly and be accommodating, but also realistic.

The bottom line for me is that I want to leave that restaurant full, thinking about the fantastic food I had just enjoyed. The steak might have been a disaster, but a bit of agile customer service can quickly turn the situation around.

In a case like this, a restaurant would be pleased to receive the following review: “Lovely evening catching up with family at our local. Was really looking forward to the steak which was full of fat, but they quickly swapped it for hunter’s chicken which was to die for! Threw in a hot chocolate brownie sundae and now I can’t move!”

That way, everyone’s happy.

#customerservice #complaint #refund #reviews #feedback

Complaints can be good for business

Wed, 26 May 2021 05:22:28 GMT

Step up your game when things go wrong

Businesses want customers to leave five-star reviews and recommend them to family and friends.

But if every business gets five stars or 10 out of 10 from every customer on its feedback page, what makes any of them stand out from the crowd?

Quality

In most cases, whether you are buying goods or services, you don’t know how good a company is until something goes wrong – and the lengths they will go to in order to put it right.

The online market has created an environment of fierce and instant competition that pits small, independent businesses against global giants.

This can lead to businesses over-promising on what they can deliver, or having to drop prices so low in order to match the competition that it affects how they function.

And when things go wrong, the last thing they want is for the world to know about it.

Be honest

Don’t pretend to have a global reach – admit you are a small, independent business that puts the needs of its customers first. Even the global giants can’t deliver what they are promising with next-day delivery no longer guaranteed, never mind the same-day option.

I always tell clients honesty is the best policy. Firstly, you have to be honest with yourself and acknowledge your own abilities and the capabilities of your business. Then you have to be honest with customers and suppliers.

Mistakes happen

After that, do what you do best. Mistakes and accidents do happen, but it’s what you do next that really counts. One of my clients ships their products around the world there was a fault in something they sent to a customer in America. They immediately apologised and sent a replacement as quickly as they could. The customer’s review on their website says how much he loves the product and how great they were about handling the fault and replacement – and also recommended the product to others.

Reviews

If the feedback page on a business’ website has plenty of top marks and excellent reviews – as well as a few negatives – that is usually a true picture of its service and an accurate gauge of what you can expect. And what I like, is that they are being honest in acknowledging they can’t please everyone all of the time.

For many years, we went to the same holiday park in Cornwall. It was central to exploring the rest of the stunning county and was perfectly placed with shops and restaurants nearby. Over time and under different ownership, things went downhill quickly and the last time we visited, it was in a sorry state. Now, the latest new owners have grand visions for the site.

Things were going wrong, but because a lot of money was being spent on the future, nothing was being done now.

Knowing first-hand how bad it was, the reviews section made interesting reading, especially replies from the company. Every scathing review – and there were hundreds of them – was ignored, but the occasionally positive post was met with a gushing response from the management, saying how much they enjoyed having them and looked forward to their next visit.

Even if I had never been to the site, looking at the reviews would give me one very clear message – you’re welcome if all goes well, but if there are problems, they don’t want to know. And, with staycations becoming the norm for the foreseeable future, that is a horrible way to spend a much-needed and not inexpensive two weeks.

Experience

Whether you go for the top package or no-frills option, businesses need to look after customers and guests and pull out all the stops to make it an enjoyable experience.

And, when things go wrong, admit it, resolve it and move on. Don’t bury your head in the sand and hope everything will work out in the end.

#complaints #feedback #reviews pr #publicrelations #staycation #recommendation

Even global coffee giants can't filter out online abuse

Mon, 10 May 2021 18:13:20 GMT

Hate speech has left a bad taste in the mouth for business

I know several people who have cut down on or come off social media because they are sick of negativity and abuse.

But it is incredible that a global chain like Starbucks is reportedly considering quitting Facebook because it has had enough.

While you might wonder how tips about coffee and pastries could get people so riled, the backlash is because Starbucks ventures into territory of commenting on controversial issues such as politics and the conviction of Derek Chauvin for the murder of George Floyd.

Social issues

While every business should be aware of and promote its social responsibilities, there are certain lines you cross at your own risk.

The issue facing Starbucks is that whenever it wades into topics that divide opinion, such as the George Floyd murder, those of its 35 million followers who disagree are quick to air their views on social media and the firm’s moderators are getting swamped trying to remove offensive comments and hate speech.

In an earlier blog, I talked about the issue of reader comments on newspaper websites and problems with reactions on social media feeds, and how some organisations were considering banning them.

Social media is the biggest form of communication on the planet and it isn’t going away. For a business to succeed, it has to be where its customers are and they have to know it is there.

Some people adopt the view that hits and likes are everything and no topics should be off limits.

Protect your brand

But, stepping away from the high-tech communications world we inhabit today, the simple PR principle of being careful what and who you align your business to still stands.

If you are trying to build a relationship with a customer, earn their trust and, above all, gain their business, don’t do anything that will put them off.

Don’t plaster your football team’s results on your website or social media, gloating you have won the league or cup. You will delight those that support the same club, but will alienate those that don’t, especially fans of rival teams.

The same applies to politics. Just because you vote a particular way or live in an area that is a stronghold for a particular party, do not assume that everyone is card-carrying members. If you have a sign in your window saying ‘Vote XXXX’, straight away, you give those who support YYYY a reason not to use your business.

Play it straight

As a trainee reporter, I was given advice from a tutor that has stuck with me to this day – do not give anyone a reason not to speak to you. When most people have dealings with the press, it is because they are at their best or at their worst.

When approaching a family to write tribute pieces about loved ones, I approached each with an open mind and – apart from grief or not wanting to talk to the press – tried not to give them another reason not to speak to me. I didn’t wear badges or pins supporting teams or organisations, my pens and brief case or bag were always unbranded, and there were never any stickers on my car bumper or in the window, whether for a club, organisation or cause.

Starting from a position that the person I am approaching did not want to deal with me and having to earn their trust and confidence has been advice I have never forgotten.

Having been so careful about what I suppose was my own PR image as a journalist, wading into controversial topics such as George Floyd and Harry and Meghan is asking for unnecessary trouble.

I can see why Starbucks has taken the social media approach it has and being ‘on-trend’ with the latest discussions, but it had to know there would be a backlash and it was opening the floodgates.

Probably not to the extent that it is reportedly considering removing its Facebook account, but it has found out the hard way that following the latest trending hashtag isn’t the be all and end all.

As one follower suggested: “Stick to coffee.”

Starbucks 'is considering quitting Facebook because moderators are overwhelmed by hate speech' | Daily Mail Online

Superheroes are all around us – who is yours?

Tue, 27 Apr 2021 20:45:03 GMT

People go the extra mile to help others, especially in the pandemic

Today is National Superhero Day and if the past year has taught us anything, it is that there are superheroes all around us.

When the world came to a standstill in March last year, superheroes donned masks, gloves and medical scrubs and tried to save as many lives as they could.

Superheroes also manned the tills in supermarkets, helped stock shelves and handled deliveries, and we relied on couriers to bring us day-to-day essentials.

They drove ambulances, fire engines and police cars trying to keep everyone safe, while putting themselves on the line.

They kept schools going and brought us the new world of home learning.

There were many more who helped vulnerable neighbours and family who were struggling on their own.

Today is also International Workers' Memorial Day, remembering those who lost their lives at work. And the past year has seen many frontline staff make the ultimate sacrifice to help others through the pandemic. Every one of them is a superhero and deserves our thanks.

Superhero Day reminds us that superheroes can come in any shape, size or colour, and being one is more about bravery of the heart than having actual super-powers.

It could be a friend, neighbour, relative – it could even be you.

Anyone who sorted out shopping for people who were shielding or isolating, picked up prescriptions, shared pasta and toilet roll, or just picked up the phone to ask how you are is a superhero.

After the 13 months we have just endured, it is the perfect time to celebrate these heroes among us.

They are everyday people who rise to the occasion of helping in the face of danger and adversity. Not only that, but this is an ideal that can be passed on and practiced in our daily lives.

Someone helping the homeless with food or clothes, comforting a crying stranger, or stopping to help someone with a flat tire on the side of the road can all be considered superheroes.

There are many ways you can honour a superhero, from treats to public recognition, but few do it for the praise of others. A genuine thank you for what they have done goes a long way.

Real superheroes aren’t easy to spot. Unlike in films and cartoons, they don’t wear capes and costumes with their pants over the top.

They are usually very well disguised so you’ll need to keep your eyes and ears open.

And it’s worth remembering that for all their superhero efforts, they have bad days and their own worries and problems, so while we are thanking them for all that they do, it’s worth taking a second to ask them how they are and if there’s anything they need.

We all have the power to be superheroes – a little bit of effort on our part can make a huge difference to someone who is having a hard time of things and needs help, but probably won’t ask for it.

#SuperheroDay #teachers #doctors #nurses #nhs #firefighters #ambulance #paramedic

Whose side are you on in Caterpillar cake-gate – Colin or Cuthbert?

Tue, 20 Apr 2021 06:17:24 GMT

Who’d have thought these cute creations could cause such a fuss?

Going viral

Last week I mentioned that things usually go viral for reasons people don’t expect and it is often something people want to keep quiet that makes the loudest noise.

Right on cue, news broke that high-end retailer Marks & Spencer is taking legal action against budget supermarket chain Aldi for its Cuthbert the Caterpillar cake – which M&S says is a copy of its iconic Colin the Caterpillar cake.

Colin has been the staple of many a birthday party and special occasion for nearly 30 years and is a favourite with adults and children alike.

Others have created their own similar versions of the beloved treat, but when Aldi – which is known for offering own-brand products in packaging and names similar to better-known rivals – unveiled Cuthbert the Caterpillar cake, M&S claimed it was “riding on the coat tails” of M&S’s reputation and took action.

PR coup

Aldi bosses and lawyers haven’t revealed how seriously they are taking the lawsuit, but Cuthbert hasn’t been in stores for more than a month and the firm declined to comment further, which is what you would expect when the legal wheels start turning.

But its PR team is having a field day.

It has digitally rebranded the packaging online to show poor Cuthbert behind bars, and launched a social media campaign to #FreeCuthbert. The move has created a huge following on social media and the story has been picked up in mainstream news as well. Call it the law of unintended consequences, but what M&S imagined would have been a shot across Aldi’s bow and cease-and-desist warning has turned into a viral marketing success for the latter, whatever the result of the legal action.

At the end of last week and over the weekend, caterpillar wars were hotting up across social media, with customers and commentators choosing who to side with, and other supermarkets getting in on the act.

In response, Tesco – whose Curly the Caterpillar Cake is noticeably different in appearance to Colin and Cuthbert – posted a tweet of its creation, asking “Should we be worried?”

Comparisons have also been shared of the different caterpillar cake offerings, with those from Waitrose, Sainsbury’s looking like they could be closely related to Colin, while Clyde, from Asda, and Morrison’s Cheeky Caterpillar could be distant family.

Copyright

Despite the incredible PR opportunity this has thrown, up, there is a serious side to it. Claims of copyright infringement are basically claims of theft because it is stealing someone else’s ideas and work, which is why trademarks, patents and copyrights are so fiercely defended.

Intellectual property is an even bigger problem, with images and concepts being shared around the web without a thought for their origins, or acquiring the necessary permissions and licences. It is literally taking money out of someone’s pocket and putting it in your own. Using someone else’s work for your own gain is theft, and should be challenged at every turn.

It is so serious that penalties for those found guilty start at £5,000 and six months in prison, rising to 10 years for criminal offences.

Hopefully Cuthbert won’t have to get used to the bars for that long.

As the saying goes, there is no such thing as bad publicity, so, whatever the outcome of the High Court action, it has been a PR triumph for Aldi, which is having its cake and eating it.

#FreeCuthbert #caterpillarcakewars #colinthecaterpillar

Keep it simple and keep it real

Wed, 14 Apr 2021 08:53:08 GMT

Quality really does sell itself

Quality sells itself, so the best advice I give to a client is keep it simple, keep it real.

Quality

I have had the pleasure of welcoming some new clients recently with a diverse range of products and services. But they all have one thing in common – they are so good that they sell themselves.

My job is to focus on what is on offer to make sure the right people are seeing it.

People don’t have the time for spin, long-winded promotions or why customers shouldn’t buy from the competition.

I don’t need to spend hours coming up with a complicated marketing plan that will only be a success if it’s Tuesday, it’s raining, it’s a full moon and the person is wearing red socks.

All I need to do is tell people what it does and how it will benefit them. Simples, as a wise old owl once said.

Dazed and confused

Over the years, I have been on the receiving end of some incredible, far-fetched and desperate pitches from PR people hoping to get coverage for a client. And the lesson I have learned from this is not to go down the same route.

One product involved an international PR and marketing firm with a global reach and budget to match. They wanted to launch a UK-wide campaign to recruit real case studies through local media. It sounded great for us, and the free editorial coverage would boost interest in the product, as well as look good to the client. I had worked with this person before and they had always come up with great ideas.

Unfortunately, I asked one – what I thought was simple – question and was met with silence at the other end. And more silence. I was about to ask if they were still there when they mumbled something like “this isn’t going to work, is it? I’ll have to get back to the client . . .”

I never heard any more about it, nor did I ever see the idea take off anywhere else.

Viral

As we all know, things go viral for a reason – because there is an explosion of interest in something or someone, not just because has come up with a PR plan. Of course, brands with unlimited marketing budgets can force the issue and try to make something take off, but usually the opposite is usually true – things that go viral are the things that people involved in them don’t want anyone else to see. Just look at all the #fail videos and images doing the rounds.

Demand

Put simply, for something to be a success, it comes down to supply and demand. You have to offer something people need. How many times a day to you see requests in local Facebook and social media groups asking for recommendations for a builder, gardener, plumber or cleaner? Price, reliability and customer service, etc, obviously come into it, but this is where the demand is and people are telling businesses exactly what they want.

As I have said before, businesses have to operate within their capabilities. It does more damage to a firm’s reputation when demand outstrips supply and customers are left waiting for their goods and then have to go through the rigmarole of complaints, refunds, etc.

As one friend and client often reminds me, ‘scalability is king’ and businesses have to respond to changes in demand – both increased and decreases – without adversely affecting profits.

Think in simple terms what your business offers and how you are selling it.

#keepitsimple #keepitreal #marketing #pr #socialmedia

Crossing the line between comedy and decency

Wed, 31 Mar 2021 05:20:05 GMT

There are lines that cannot be crossed

Does anyone remember Lee Hurst? He was the bald, Cockney comedian who was on the TV sports quiz show They Think It’s All Over in the late 1990s. He made me laugh, but there’s nothing even remotely funny about one of his latest gags, which has seen him banned from Twitter.

Hit comedy

Hosted by Nick Hancock, Hurst was joined by regular captains David Gower and Gary Lineker and fellow comedian Rory McGrath, with guest sports personalities joining them each week. I used to be in stitches watching the show and one of my favourite presents was the uncensored They Think It’s All Over Christmas special. And it was uncensored, but it was hilarious!

As much as I used to love the show, it was all scripted and rehearsed. Very well done, but staged and you were never sure who was funnier – the comedians or the scriptwriters.

Funny

In my days as a trainee journalist, I went to see Hurst’s stand-up show at the White Rock Theatre in Hastings and discovered he was genuinely funny. I laughed so much my jaw and sides ached for days. He was hilarious, and was especially good at unplanned interactions with the audience and dealt with hecklers brilliantly.

The show was X-rated for language, which is par for the course for most comedians, but it was observational humour and not directed at anyone, which is why everyone enjoyed it so much.

Since his heyday on They Think It’s All Over, Hurst has almost disappeared from the public eye, but has still been plying his trade. In 2009, he hit the headlines when he appeared in court after smashing a mobile phone belonging to someone in the audience.

Remark

He’s back in the news again because he has been banned from Twitter for a vulgar remark he made about environmentalist Greta Thunberg. Whether you think she will help save the planet, or is entitled and annoying, the remark he made about her – and is standing by – can’t be passed off as humour.

It is the sort of comment that if made in the workplace today would result in someone being disciplined or sacked, and rightly so.

And this is not an instance where certain people are always off limits for criticism or poking fun at and anything said about them can only be met with outrage.

Crossing the line

We all enjoy a good laugh and a joke, and it is often the more risqué or borderline comments that are the funniest. But there are also things that just aren’t funny. Being a comedian doesn’t mean you can get away with things others can’t and it doesn’t mean every word that comes out of your mouth is funny.

Scottish comedian Frankie Boyle has made a successful career crossing the line of political correctness and has been slammed when he has gone too far, including a remark he made about the age of The Queen.

Let down

I enjoy a good laugh and, with the past 12 months we have had, we all need one, but I was disappointed to read that who can be genuinely funny has stooped so low, apparently in the name of humour.

Since the ban, he said he has no regrets because his tweet ‘got laughs’.

I don’t know whether Hurst is married, has a partner or has children, especially daughters. If he did, and someone made that joke about one of them, he would no doubt be back in court for punching them.

I am all for freedom of expression, as Hurst is supposedly a champion of, but there are boundaries within that freedom. There have to be.

#comedy #freedomofspeech #gretathunberg

The devastating price we've all paid #OneYearOn

Wed, 24 Mar 2021 06:38:46 GMT

Lives will never be the same again after pandemic

Yesterday marked the anniversary of the first day of lockdown in the UK. What a rollercoaster ride it’s been and I don’t know about you, but I’m ready to get off.

None of us could have imagined the year ahead when Boris Johnson announced the first national lockdown, which began on March 23, 2020.

It was surreal and difficult to believe what we were hearing. ‘Stay at home, protect the NHS, save lives’ became the mantra as the pandemic unfolded. Surely life couldn’t just come to an indefinite standstill. But it had.

Stay at home

We were all stunned into obedience and stayed at home, venturing out to join endless queues in addition to our daily hour of exercise.

Only essential shops could stay open – supermarkets, convenience stores, butchers, pharmacies and anywhere selling alcohol – and queues lined up outside each of these throughout the day. As panic buying set in, toilet roll, pasta and flour were like gold dust and items had to be rationed to stop stores from running out.

For once, the weather was exceptionally kind to us and the first three months of lockdown were spent basking in glorious sunshine, not something the UK is famous for, especially not Manchester. The Mike Crutchley Media laptop even caught a few rays on the patio.

Queues

It was frustrating waiting in line for everything, but I remember thinking how different it would have been if it was cold, wet and miserable, like it is today – one year on and there’s talk of snow. Would people queue patiently for more than an hour to get into a supermarket or pick up a prescription?

Initially, everyone was preoccupied with not catching the virus. We were hearing horror stories emerge about the lonely and agonising death suffered by patients. Fear of the unknown was very real. When the government’s medical and scientific advisers announced that 20,000 deaths in the first wave would be ‘a good result’, the scale of what we were dealing with started to dawn on everyone. This silent killer could wipe out people by the thousands, and, apart from locking ourselves away at home, there was nothing we could do about it.

Support

The government reassured us that businesses and employees would be looked after financially and we knuckled down to observe lockdown, making the most of the good weather and decorating and improving our homes and gardens with money that would have been spend on 2020’s holidays.

When it became clear that we were in this for the long haul, Zoom and Microsoft Teams were suddenly the most important things on the planet. They helped keep businesses going and schools turned to them to keep children’s education ticking over.

Uncertainty is one of the biggest issues facing business and the only thing we knew for sure was that we didn’t know what was coming next. The furlough scheme was extended twice and grants and support packages were put together, but many businesses fell between the different stools. There were months when no money came in at all, and it was a case of constantly juggling finances to make ends meet. The most important thing, though, was to stay safe and healthy.

Food banks and community support came into their own and people whose jobs had disappeared overnight were joining the ranks of delivery firms or volunteering to help others.

Second wave

After the first wave and restrictions started to lift, people started to go back to life as normal and talk of a vaccine seemed to give everyone something to hope for.

But as people started moving around freely again and schools returned in September, infection rates soared and so did the number of deaths. With winter approaching, the outlook was bleak. As the vaccine rollout continued at pace, with Britain leading the way as other countries cut off their political noses to spite their faces, our own death toll passed the 100,000 mark. In 366 days, our grim total has reached 126,284. Think about all those families who have lost mothers, fathers, brothers, sisters, sons and daughters in horrendous circumstances. While we all long for the end of lockdown, this pandemic has scarred them for life.

Despite all our efforts to isolate and maintain social distance, there have been 4,307,304 people infected by the virus in the UK. Many have developed long-Covid and their lives will never be the same again.

Once the vaccine rollout is complete, there is plenty to look forward to, but we also need to remember how much we have lost, and the devastating price we have paid.

#OneYearOn

Two sounds I definitely won't miss after lockdown

Tue, 09 Mar 2021 19:37:20 GMT

The lasting memories of working and schooling from home

The sound of lockdown

I will never be able to get the sounds of Microsoft Teams notifications and BBC’s breaking news alerts out of my head.

Despite everything that has happened over the past 12 months, those two noises define lockdown for me. Every time either of them chimed through the house, there was a sense of dread and resignation about what was to follow.

But, as the light at the end of the tunnel is finally getting brighter, and children return to school this week, can I look forward to enjoying the silence?

Probably not. Today, for the first time in nearly a year, I have the house to myself and I’m not sure I like it. As with children going back to school, it will take me time to get used to it again.

Don't Zoom in

Having worked from home since April, 2019, I had created my own office space and had a routine, including the school run, and the daily, frantic checks for missing shoes, books and coats, as well as the last-minute projects and letters that involved each day.

But, once the working day began, I could make and receive calls – before anyone had heard of Zoom – and visit clients whenever and wherever I needed to. I could move between rooms whenever I needed to, to grab stationery, files, or just for a change of scenery.

When lockdown began on March 23 last year, the four of us were in our little bubble, doing our thing as best we could – my wife teaching lessons to her school, while the children were trying to get to grips with the other side of that coin at theirs.

Background noise and interruptions were suddenly a major problem for all of us. You had to think about your day ahead and make sure you had everything you needed so you didn’t suddenly appear in the background of a Zoom call as you tried to grab some more A4 paper.

We had to think about which phone handsets were switched on in each room so they didn’t interrupt lessons if someone called, and, as entertaining as it was, the Lone Ranger doorbell chime had to go.

You couldn’t yell upstairs to see if anyone wanted something to eat or drink, and you couldn’t just switch on the vacuum to clear up after whatever the cats had been into.

Scarred for life

But the sounds that will stay with me are the Microsoft Teams new notification, which must have echoed through the house hundreds of times a day, and the BBC News’s breaking news alert which was met with a startled look and a chorus of “now what?”.

And I know the kids won’t be in any hurry to resume Teams lessons either. Last week’s screen time showed they were each on Teams for more than 50 hours and each spent more than 30 hours on Word. Schools are doing the best they can and have done an amazing job to actually teach, rather than just occupy, but it can’t be good for them to spend so much time in front of a screen, especially as their lockdown ‘down time’ usually involves Minecraft, Roblox, flight simulator and racing games, etc.

Relief

You could almost hear the collective sigh of relief this week from parents, teachers and children as well as things finally start to return to the new normal.

But now my lockdown inmates have escaped, I feel a sense of loss. It’s a bit like the final part of a holiday you never want to end.

Although you had to be careful not to disturb anyone, it was reassuring knowing they were here and that they were safe.

And you could set your watch by the stampede down the stairs for school break and lunch times, and the mad dash for the trampoline and search for the cats at the end of the school day.

So now it’s just me, Zoom and the phone. Oh, and the cats, who will no doubt return to their old routine of sitting on the mouse mat or keyboard once they realise it’s just me here to give them any attention – ie food.

It’d be great to hear what you will be glad to see the back of after lockdown.

#homeschooling #lockdown #teams #notifications

The customer isn’t always right . . . so why shouldn't you tell the world on social media?

Wed, 03 Mar 2021 00:47:43 GMT

Now the gloves are when dealing with keyboard warriors

Have you ever bitten your tongue when replying to an unreasonable customer or keyboard complainer because it would be bad for business if you told them where to go?

It seems the tides might be turning and it could actually be good for businesses to name, shame and embarrass keyboard warriors, especially if they are trying to blag something for free.

Big organisations go to great lengths to make sure their social media delivers results and, most importantly, doesn’t offend or outrage people.

Staff are regularly briefed and trained about how to use social media to make sure everything stays on brand. Bring rude, flippant or insulting to customers are definite no-nos and staff must even be careful with their own personal accounts so that nothing they post could make their employer look bad.

Recommendations

Social media is also where people go for recommendations as well as finding out what to avoid – and people are only too happy to let you know if they have had a bad experience.

Companies try to do their best to appease unhappy customers and take any heat out of a complaint. Mistakes happen and it is how a business deals with it that matters.

Some people take great pleasure posting complaints and critical views for the world to see. Even with a genuine gripe, the best approach is to contact the company directly and let them put things right. If that doesn’t get you anywhere, perhaps a public rant might help get the result you want.

But it is all too common for people to get worked up about nothing or exaggerate a complaint so they can take great pleasure in concocting clever put-downs in their posts.

The advice used to be to turn the other cheek, but now, the best approach might be to stick two fingers up and tell them where to go. Chances are, most of the other people reading the exchange will feel the same.

This is exactly what some of the biggest companies have done recently – and I think it’s great.

Why should they be held to reputational ransom over inflated complaints from people who say their lives have been ruined because the supermarket delivered the wrong size bottle of milk, or that they’re traumatised by being given two packs of 10 of something, instead of one pack of 20?

If you’ve ordered cheese and are sent fish as a substitute, there are definitely grounds for complaint – to the store, not the internet – but if you have got what you wanted and paid for, albeit slightly differently, so what?

Fighting back

In an article in the Daily Mail, one woman tweeted Tesco Mobile complaining that she couldn’t get through to her friend: “When you call someone and it goes to their Tesco Mobile voicemail . . . LOOOOOOOOOOOOL.” Tesco Mobile tweeted back: “When you realise your mates are ignoring you LOOOOOOOOL #nojoke."

Tesco’s response was liked almost 8,000 times and retweeted more than 11,000 times. What did she expect . . . Tesco to get hold of her friend for her, or was she hoping for a free upgrade?

Another one that made me laugh was Leeds United trying to put the boot into Pizza Hut, saying: “Prefer Domino’s thanks! They don’t take a week to deliver a tweet.”

The restaurant chain kicked back in a no-nonsense Yorkshire fashion that would make Norman Hunter proud: “Bit rich coming from a club that hasn’t delivered since 1992 …”

Royal Mail was in equally mischievous mood when a man tweeted: “I’d like to make a complaint about my Valentine’s cards. Still haven’t arrived,” to which, the mail giant replied: “Sorry to hear that, when exactly did your mum post them and what service was used?”

Choose your battles carefully

It’s fair to say the companies in these examples said what most people were thinking. Only large organisations that can afford to lose a few customers can get away with this sort of response, but just sometimes, wouldn’t it be great to tell some people how you really feel?

Before the internet, in the days when you had to pick up a phone and actually talk to people, I worked with someone who used to deal with these “lunatics, absolute lunatics” as he would mutter, by putting his phone in the top drawer while they ranted away. At regularly increasing intervals, he used to open the drawer and ask if they were still there . . . one minute . . . three minutes . . . five minutes . . . 10 minutes . . .

While it’s not an exact science and the Guinness Book of Records might pull a face, the record was longer than 10 minutes but less than 20.

Fast forward 25 years and my colleague, who is very sadly no longer with us, would have loved to be let loose on the company’s social media, telling these lunatics to bugger off.

This one’s for you, John.

#customerservice #keyboardwarriors #socialmedia #pr #publicrelations

What are you looking forward to most about the end of lockdown?

Wed, 24 Feb 2021 04:01:03 GMT

We can't wait for to life to get back to normal

What’s the first thing you’re going to do after lockdown – jump on a plane and get away, see family and friends, go to the pub for that first pint or head to the hairdresser with screeching of tyres?

End in sight

At last, there is light at the end of the tunnel. It might flicker and we will have a few wobbles along the way, but we finally know where we are going to get out of lockdown and end the pandemic.

This time last year, we were hearing about a highly infectious virus that was sweeping across China and had made its way to Europe. Mostly out of hope, we played down the seriousness of it, joking that it was named after a weak lager. That was denial – surely Britain in 2020 wouldn’t be brought to its knees by something you couldn’t see that originated at a Chinese market stall.

One month later, Britain, like the rest of the world, was in the grip of this deadly virus and the country came to a standstill with the first lockdown. Only essential shops could stay open and the rest of us were ordered to stay at home.

Schools closed and furlough became the buzzword. As businesses were forced to shut, the government paid the wages of staff who could not work.

Shock

After the initial shock, the seriousness of the situation took a while to sink in, probably because we had three months of the best weather in recent memory and many people were being paid to stay at home – or go to the beach or park.

Infection and death rates were falling and there was feint hope that things would be back to normal by the summer. We enjoyed staycation holidays and weekends away and hoped we were over the worst. The mood was positive and things were looking up, especially with talk of a vaccine. After all, schools were reopening on September 7.

No one wanted to talk about the elephant in the room. We hoped we wouldn’t have to and, by some miracle, might dodge the second wave. But it slammed right into us. As the infection rates soared, we switched between tier systems and lockdown, and watched as infections and death rates rose above the spring peak.

Creating, testing and administering a potent vaccine to a disease we had never heard of in 11 months is an amazing achievement. It really is incredible, especially as it is what will get us over the worst of this deadly disease.

Certainty

The biggest thing we can look forward to, especially for business, is certainty. Being able to plan, not just for the future and expansion, but being able to say with a degree of certainty that you will be open next month, next week, or even tomorrow.

Businesses, staff and customers all need confidence that things will get back to normal and we can look to the future with hope and be positive about life again.

From a personal point of view, we also need stability and routine for our own wellbeing. We are all thrown the odd curveball in life, which we deal with, but the constant negativity, fear and uncertainty is grinding down even the most optimistic people.

I am an optimist, but have to admit that after 11 months, I have had my fill of worry, uncertainty and general gloom. If you manage to work and don’t catch the virus, the biggest problem is being driven stir-crazy.

While we are not party animals, we love going for a pub lunch with the kids on a weekend, or being able to meet family for special occasions such as birthdays. Or even just to pop round for a chat without worrying about a checklist of things to do beforehand, being stopped by the police to ask where you are going, or rousing the suspicions of curtain-twitching neighbours as you drop off shopping for relatives who were shielding.

Now we finally have an end in sight and something to look forward to.

Stay safe and I hope to see you in the pub, in the shops, out and about or in the hairdresser’s very soon.

#endoflockdown #coronavirus #vaccine #pub #hairdresser

How being kind can change someone's life

Tue, 16 Feb 2021 20:08:34 GMT

Something that costs nothing can be the greatest gift you give

Being kind

The past year has taught us the importance of kindness, whether it is through donations, helping others or, just being nice to people.

Today is Random Acts of Kindness Day, but the past 12 months have shown that kindness is not just reserved for one day a year – and it is something that we all need plenty of.

In February last year, as we were hearing about a disease spreading through a Chinese province, the hashtag #bekind was trending following the sudden and tragic death of presenter Caroline Flack, who took her own life after facing prosecution for assaulting her partner.

Her sudden death was fresh in the memory when the coronavirus pandemic hit and we were plunged into lockdown. Panic and desperation kicked in as people tried to struggle through the uncertainty of work, schooling, shopping for essentials, and the very real fear of catching this deadly disease.

Compassion

As the pandemic unfolded and lockdown continued to bite, we were moved by incredible acts of kindness, such as the late, great Captain Sir Tom More raising money for the NHS and footballer Marcus Rashford taking on the UK government over free school meals for underprivileged children.

These are among the hundreds of thousands of compassionate acts that took place across the country, with people looking out for each other, especially the vulnerable.

Laptops and tablets were donated to help children learn at home and donations of food and cash poured in to ensure no one went hungry.

The Random Acts of Kindness website describes the importance of being kind as follows: “Even the smallest act of kindness can change a life. In 2021, we encourage everyone to Explore the Good and Make Kindness the Norm.

Making a difference

“Stories come to us on a daily basis. They are beautiful and heart-warming, but mostly they give us hope. We hear of seemingly insignificant moments where a stranger helps another stranger and impacts the rest of their life with a small gesture. When we tune into kindness happening around us, the day seems a little bit brighter. The week seems a little more manageable.”

It is incredible and heart-warming that something which costs nothing can make such a big difference to someone’s life.

And it is often the little things that make the biggest difference. Whether it is saying good morning to someone who is struggling – whether they are a friend or stranger – or helping in any way you can, it can mean everything to that person and pull them back from a dark and dangerous place.

Changes

What you do is also as important as what you don’t do. With everything that is going on at the moment, not making a sarcastic or cutting remark about someone and not laughing at their misfortune can be more important than a positive gesture.

It is easy to mock the colleague who has forgotten to unmute themselves on Zoom, or are struggling to send important documents electronically. You have no idea of the difficulties and struggles they are experiencing, both professionally and personally. If they are facing financial pressure, struggling to get the food they need and are worried about a family member who has developed covid symptoms, rolling your eyes because their wi-fi is freezing could be the final straw.

Support

You might not be able to offer practical help, but showing support – even if it is refraining from being critical – is an act of kindness.

Before the pandemic, you rarely knew what battles people were facing. Now, the only certainty is that more people are facing challenges and we have all found things difficult over the past 11 months.

If you can offer a job to someone out of work, laptops and tablets for schools, or food for those going without, that is amazing.

Few are in positions such as these, but what we all can do – and it will make an even bigger difference – is just to be kind.

#ExploreTheGood #MakeKindnessTheNorm #RandomActsofKindnessDay

The apprentice will become the master

Tue, 09 Feb 2021 14:21:42 GMT

Hands-on approach is the best way to learn

Apprenticeship used to be a dirty word, but practical, hands-on experience is the best way to learn.

Putting theory into practice isn’t always easy and practise is the only way to commit something to memory so that it becomes second nature.

Even complicated instructions and theories become easier to understand when you break them down into manageable chunks and gain a working understanding of them.

In the same way you couldn’t complete a jigsaw puzzle without first seeing the picture, or fly a plane by simply reading a manual, understanding the end result and practical experience are key.

Price of success

While a degree used to be seen as the holy grail of education, students leave university with debts running into the tens of thousands and many spend decades paying off their tuition fees when they embark on the career of their choice.

And with fierce competition both for university places and jobs, the overall package might stop people following their dreams in a particular field. Gone are the days when some saw it as an extended ‘gap year’ while they worked out what they wanted to do.

For those who do not embark on the university route, the alternative is not a working lifetime spent doing the same thing because you don’t have qualifications to progress.

Alternative

This week is National Apprenticeship Week which highlights success stories across the country.

This year’s theme is “Build the Future” and the aim is to encourage everyone to consider how apprenticeships help individuals to build the skills and knowledge required for a rewarding career.

Apprenticeships were traditionally associated with trades such as plumbers and electricians, but now include careers such as law and accountancy.

The National Apprenticeship Week website shows opportunities with employers such as Amazon, PWC, IBM, BT, the NHS, Pfizer and Bentley. Many graduates would love to be getting the attention of businesses such as these.

One through the door, apprentices learn the necessary skills to do the job and experience real life in a working environment. They gain an understanding of responsibility and the pressures of juggling work and life, interacting with colleagues and customers. There consequences of arriving late and hungover to a lecture on a Monday morning and very different to what would happen in a workplace.

Hands-on learning

While not technically an apprenticeship, those becoming trainee reporters on a newspaper learn in the best way possible – on the job.

No lecture or textbook can teach or prepare you to knock on the door of a grieving family for a tribute piece, or how to handle a serious accident or fire when you are at the scene with emergency services rushing around, distraught and injured victims, and possibly hostile bystanders.

You learn quickly in those situations, and you learn not to make the same mistakes again.

What you experience while training varies from different papers and even from day to day.

But when recruiting trainee reporters, my heart would go out to a strong candidate who had completed a three-year degree course in media, only to be told that they didn’t have shorthand, media law or other skills vital for the job. I had been there myself.

For those that did, the process was a two-year training placement where they cut their teeth on the job.

Again, the classroom can only prepare you for so much.

Experience

In the Boxing Day floods of 2015, my brief to reporters was to treat it as a bereavement and approach families with care and respect and to go quietly if turned away. While there were fortunately no fatalities, many families had literally lost everything and we were possibly the last people they wanted to see. The "reporting an incident" chapter of the journalism handbook would only get them so far.

Whatever your profession, and whatever your views of it, there are people queueing up to get into it.

This is why I would encourage anyone who is given the opportunity to consider taking on an apprentice. It means that the new intake can learn the job from the bottom up and will be far better off for it.

And having someone who is enthusiastic and has a desire to learn can be a huge asset to your business.

#apprentice #training #experience

Tell your story and reach customers around the world

Tue, 02 Feb 2021 08:47:31 GMT

Make your business stand out from the global crowd

With millions of businesses and billions of customers at the click of a button, how do you make your business stand out from the crowd?

Selling to the world

The internet enables every business to achieve its dream – the potential to reach people everywhere. Whether you’re a blue-chip multi-national, or a small business in a back bedroom, with 7.8 billion potential customers at your fingertips, the world, as they say, is your oyster.

The reality is few will get anywhere near those figures – Facebook comes closest with 2.7 billion active monthly users. But, what’s stopping someone making handmade soaps and candles at their home looking beyond their friends and neighbourhood and selling to customers in Singapore?

Finders keepers

The internet is like shopping in TK Maxx. You know what you want is there, you just have to find it. If you are looking for a particular brand of black trousers, you don’t just buy the first pair you find on the rail in your size. You keep going until you reach it, but it would help if they stood out a bit more. Unlike in TK Maxx, people shopping online lose patience and interest if they can’t find what they are looking for quickly.

So, unless you’re a pioneer like Steve Jobs, James Dyson or Mark Zuckerberg, your business – however good its products and services – will be drowned out by the competition.

Message

The goal is simple – tell your story and give people a reason to buy from you and not the competition. And make it a short story – save the longer version for after lockdown over a drink in the pub.

What do you offer that’s different? We are all unique and we all see things differently, so if two businesses are selling the same product for the same price, what persuades you to buy from one rather than the other?

Supply and demand are important, but today, it is also about the experience. John Lewis is credited with developing the customer service model many businesses strive for. The elements of this are simple – always put the customer first – but the waters become muddied when dealing with multiple customers and the pressures of everyday life and business.

Story time

How would you react to a business that says its aim is purely to make huge profits, but will guarantee you the best prices? You might grab the deal and ignore the no-frills approach.

Another business offering the same products at the same or similar price makes the point of letting customers know it operates in a Covid-safe way, is reducing its carbon footprint, has donated to help provide laptops for children learning in lockdown and has contributed to the school meals campaign.

I know which one I’d choose.

By telling your story, you are giving customers vital context about your business and explaining what buying from you means and how it affects others, why they should recommend you, and why they should come back to you in future.

Experience

The end goal for all of us is keeping a roof over our heads and putting food on the table. Your customers don’t need to know about it, nor do they care. They have their own needs to tend to.

They want what you are offering, but you have to make it worth their while, both financially, morally, as well as giving them an enjoyable experience they would recommend and hopefully repeat.

If a customer feels that you have gone out of your way to give them what they need – even if you actually haven’t – that creates a much more enjoyable experience.

With the uncertainty of lockdown, and cancelled holidays, like everyone else, we are wary of booking breaks this year. If the tier system returns, what happens if we are in lockdown? What happens if they are in lockdown? Can we move the dates or do we lose our money?

Our October 2020 jaunt to Cornwall was a non-starter, but the accommodation’s website made it clear that if your booking was affected by Covid, you could change the dates or receive a full refund, no questions or quibbles. That is the sort of peace of mind people need as we continue our uncertain journey and these are the stories businesses need to be telling.

#pr #marketing #contentmarketing

It pays to shop around – but you need to do it as often as you can

Tue, 19 Jan 2021 18:28:29 GMT

The savings add up and can make a big difference

With price-comparison sites everywhere you look, it should come as no surprise that loyalty isn’t often rewarded.

In a recent blog, I looked at whether you get the best deal by remaining with the same suppliers. The answer was a resounding no and the conclusion was to shop around for everything – from insurance and utilities to finances.

Keep moving

Having just made various switches, I have realised that it is a bit like chess – you need to be planning your next two or three moves when you make the first one. It’s always worth reading the small print to see what will happen when the introductory offer comes to an end and, as most firms are probably hoping, you will just let it roll over to the full (and ever-increasing) price.

Having done your research and saved money with a new deal, it’s worth considering just how long your new supplier values your custom. Does anyone have a nanosecond hand on their watch?

Better deal

It’s like a revolving door – you come in with your new deal, you leave when it ends because the price will increase, and someone else comes in on the new introductory offer you enjoyed 12 months ago.

My latest lesson happened at the weekend. February is car insurance time in our house and I have had a rollercoaster ride with premiums over the years. As my family will tell you, I hate rollercoasters. I can just about manage the teacups and probably the carousel.

The renewal for one car had gone up £37 on last year. I was about to shrug it off when I decided to hit the price-comparison sites. Two minutes later, I was inundated with quotes that were half what I am currently paying – never mind the increase. Taking the bull by the horns, I picked up the phone and asked them to match the other offers. The best they could do was knock £100 off so it was a no-brainer.

It's worth asking

Striking while the iron was hot, I asked about my other policy, which was due for renewal a couple of weeks after the first one. Bigger car, bigger engine, but with a bit of haggling, it has been renewed for less than the price they couldn’t match on the other car. Confused.com.

So, not only does it pay to shop around, it pays to shop around with the same company, as I found out a few years earlier, when I got a better deal by not renewing and taking out a new policy with the same insurer.

Savings add up

My success prompted me to look in my inbox at any other offers that might be lurking. As if by fate, a new one landed – from my broadband, landline and TV service. It was offering 24/7 tech support and guaranteed service while we’re all working from home, etc. The £5 a month had been cut to £3 and, for a limited time, was now available for £1. I was interested, but the real saving happened when I was going through the contract and discovered that we have unlimited calls from the landline - for £15 a month.

I can count on one hand the number of times we make calls from the landline, and calls from our mobiles are free as part of our contract anyway.

So now we’ve got cheaper car insurance, cheaper phone, broadband and TV, better tech support – and my bank account is nearly £100 a month better off.

I’m going to put that to one side for our first post-lockdown visit to the pub.

#pricecomparison #shoparound #moneysaving

Broken promises can spell disaster for a business

Tue, 12 Jan 2021 19:16:50 GMT

Do you keep your word when the chips are down?

When times are tough, or a golden opportunity arises, should businesses look after themselves and follow the money, or should they honour their commitments?

Every business relies on someone else, whether it is customers, clients or partners. In this chicken-and-egg situation, its success depends on how it treats those vital elements.

Let down

For a customer, there is nothing worse than being let down by a business.

In a previous blog, I mentioned the problem of being let down by tradesmen who are understandably busy, but don’t return calls or keep appointments, and pick and choose the jobs they want to do. Hello to you again.

In the retail world, customers are left disappointed, frustrated and angry when something they have ordered and usually paid for is no longer available. This is particularly noticeable during lockdown, and raised its head again as people struggled to get their hands on PlayStation 5 and other must-haves for Christmas.

And being let down in business by suppliers and partners not only creates a problem for a company which is unable to fulfil its obligations, it also affects its reputation with customers, who have also been left disappointed.

Reliable

The importance of reliability was brought home to me with one of my first clients. At a meeting in their office, they had to break off to take an urgent call from a supplier. I only heard half of the conversation, but my client repeatedly told his supplier that if they let him down, he would never work with them again. It was a message he reiterated and said that nearer the deadline, he didn’t want calls saying they would be late, or couldn’t complete the order in full. “I will never work with you again if you let me down” were his parting words as he ended the call.

I was wondering what I was getting myself into, but the client explained that the deal would increase sales by 50% but there were deadlines that couldn’t be missed. Not only would he lose out on the extra sales if he didn’t hit the deadline, he would be hugely out of pocket. And if the deal collapsed, it would be him dealing with the fallout, not the supplier.

I could understand his position - the huge amount of trust he was putting in his supplier and the need for the supplier to fulfil its commitments.

Greed

That scenario came to life recently when I was speaking with another client who had secured a partnership with a company to provide a service for customers. It was a good offer and the deal suited both parties in terms of value and referrals. But the third party always had a reason why they couldn’t fulfil their part of the bargain when the time came. They wanted to have their cake and eat it, and were too busy trying to lure in new clients to fulfil their existing commitments.

My client was left having to apologise to their customers and try to explain why they could not deliver what they had promised. The ties have understandably been severed but it was a problem they could have done without, especially in these difficult times.

Promise

In business – aside from contracts and legally binding agreements – your word has to be your bond. Customers and suppliers need to be able to trust and rely on you not only to deliver, but to treat them fairly and with respect.

If I was working with a client as part of a £5,000 deal, and someone came along offering a £25,000 deal, of course I would want to take it, but it could not be at the expense of the first client. My first commitment would have to be honoured and if I could make both work, fantastic, otherwise, I would have to turn down the more lucrative deal if I could not fully commit to it.

For a business to not only survive but to succeed, it has to honour its commitments and have a reputation for being reliable.

The fact that I was working with a client in the first place means that there was a connection between us and I could deliver what they needed me to do. If I let them down in favour of the bigger payday, they would never use me again, and that £5,000 deal – which could ultimately have turned into more – is gone and I wouldn’t be getting any recommendations from of them.

2021 is the year to be prepared for anything

Tue, 05 Jan 2021 09:07:35 GMT

Expect the unexpected is the message from 2020

Welcome to the first blog of the new year. Does anyone else have a sense of déjà vu or, probably more accurately, feel like it’s Groundhog Day?

Happy new year. Well, it us the new year, but I’m not sure how happy people are. Or how new it really is for that matter. It seems as if we’re starting 2021 right where 2020 left off, so my new year’s greeting to everyone is “be ready for anything”.

We’ve been here before

While it seems like more of the same, there are some big differences. The first is that we know what to expect. We have endured months of lockdown with all but non-essential businesses being forced to close. This time last year, we were aware of a virus sweeping through China which, experts told us, would spread around the world. We listened, we understood, but few of us could imagine what would happened next.

This time we can. It doesn’t make the disruption any less real, especially with school closures. The biggest frustration is the speed at which changes are happening – or in some cases, not happening. As we approached the much-longed-for Christmas Day concession to mix with a small number of loved ones, we all knew infections rates were going through the roof. New variants of the virus were spreading like wildfire, especially among children and young people. Many realised and would have understood if the Christmas we were hoping for had to be cancelled. But, as inexplicably as London being placed in Tier 2, it went ahead.

Mixed messages

Equally as confusing, the Prime Minister was live on the BBC’s Andrew Marr show Sunday morning to say that schools are safe, primary schools would open as planned on Monday and secondary schools would open two weeks later and be expected to arrange mass testing for students. There was understandable anxiety among primary school staff and parents who did not feel safe returning. Coupled with rising infections, several headteachers took the decision to close because they could not operate safely. Still, the message was that schools are safe and should remain open.

Throughout Monday, there was news of soaring infection rates and school closures. The Scottish, Welsh and Irish governments took the decision to reintroduce full lockdowns in a bid to curb the spread of the virus. There was little surprise at the announcement that the Prime Minister would address the nation at 8pm. Much like the bicycle-shaped present wrapped under the Christmas tree, we all knew what was coming.

Vaccine

The second big difference to 2021 is that vaccines are being rolled out to protect us from the virus. Scientists also hope it might stop or at least reduce transmission. The main thing is that we have something that will stop this rampant virus killing people by the thousands.

This is fantastic news and an incredible achievement from all the scientists and doctors involved in finding a way of beating a disease they have had less than 12 months to understand.

Because of the numbers involved, it will take months to vaccinate the entire country to keep everyone safe, which is why the lockdown has been introduced to curb the spread until we are all immune. Sadly, this means more restrictions.

Ready for anything

Lockdown is here again and the only way forward is for people and businesses have to cover all the bases. We have to prepare for the unexpected. Businesses need to prepare for delivery or to operate online only where possible – or diversify into essential areas that will not be affected by future lockdowns. The reality is that, vaccine or not, this will be our future for a while to come. It might be unconventional, but is about the only way to futureproof your business in the current climate.

If you plan for and expect the worst-case scenario, there is a chance that you will be pleasantly surprised. Or, at the very least, ready for the latest the virus has to throw at you.

Good luck, take care, and stay safe. And please feel free to get in touch if you want to chat or have a moan.

#lockdown #newyear #beprepared

Most of the media doesn’t deserve a bad press

Tue, 15 Dec 2020 16:09:50 GMT

So much good work goes unnoticed

Congratulations to two long-standing newspapers for their coverage of the heart-breaking murder trial of seven-year-old Emily Jones, whose throat was slit by a stranger in a park.

Tragic

As the country prepared to go into lockdown on March 22, Bolton schoolgirl Emily was riding her scooter with her parents in park. As she passed a bench, a woman grabbed the youngster and slit her throat as her parents helplessly looked on in horror.

The woman was arrested at the scene and I remember the breaking news headlines flashing up as the Prime Minister prepared to give his lockdown address from the Downing Street podium. From that moment, the world and the media were gripped by the unfolding coronavirus pandemic.

Emily’s death was reported, both in the Bolton and Manchester titles, but was overshadowed by the worsening epidemic.

Coverage

The media seems to have become the common enemy and is dismissed as fake news whenever it suits. After a number of high-profile scandals, it is easy to see why this can be the case. But, unlike fake sheiks, phone hacking and sleaze, the good work of the media and, in particular, the local press, often goes unnoticed and shouldn’t be tarred with the same brush as the national tabloids.

As various short hearings were held this year, former colleagues at The Bolton News faced unjustified criticism and even abuse for not naming Emily’s killer and telling the full story.

Court cases

When someone appears in court in connection with any crime, especially one a serious as this, there is very little that can be reported. The law allows only undisputed, factual details to be published – the defendant’s name, age, address, charges, and the venue and outcome of the hearing – essentially nothing that will be given in evidence as a motive or defence. When a case gets to trial, only what is said in front of the jury can be reported, until the verdict and any sentencing.

Ignoring these rules not only lands reporters and editors in serious trouble with the courts, it can also jeopardise trials and lead to defendants walking free.

Earlier this month, Eltiona Skana went on trial charged with Emily’s murder. Skana denied murder but admitted manslaughter by reason of diminished responsibility. The prosecution withdrew the murder charge after hearing psychiatric evidence during the harrowing trial and she has been sentenced to life in prison/psychiatric hospital, with a minimum of eight years.

Praise

Now, The Bolton News and the Manchester Evening News have been singled out for praise for their sensitive coverage of the tragic case. Prominent legal expert and author The Secret Barrister said: “I spend a lot of time (and a book or two) criticising poor reporting of legal stories and court cases. The reporting of this difficult and complex case by the Bolton News and Manchester Evening News has been exemplary. Detailed, accurate and fair.”

This is what local media is all about – inform, educate and entertain – telling people what is happening and how it affects them.

It is easy to roll out the fake news label if you are unhappy with a headline or the tone of a story. Usually, there is nothing wrong with an article, it is just that someone doesn’t like something in it. When people complain to newspapers, it is often the sledgehammer-to-crack-a-nut approach. It starts with claims it's all wrong, it’s all lies, they’ve made it up . . .

Complaints

The complaints that stick in the mind usually involve court cases. The person complaining – often a friend or family member of the defendant – says it’s lies, it’s all wrong, we’ve made it up . . . and that they are the most loving, trustworthy, decent, honourable person they know. Yes, they stole thousands from a company, forcing it to go under with the loss of jobs, but the boss was horrible, or whatever, and we were disgusting for running the story and ruining that person’s life.

It makes me think some people are more afraid of the publicity than any court sentence. I vividly remember being approached last thing on a Friday evening at Swindon Crown Court by a chef who had been stealing thousands from a restaurant. He was passive throughout the whole case, but had to be restrained by his solicitor when he realised the case would appear in the paper and screamed at me that his life would be over if I printed it.

When the report was published, several of his friends and customers complained that the article was all lies, it was all wrong, I had made it up, the boss was horrible, etc.

Credit to the profession

I know most of the reporters and editors involved in covering the Emily Jones case and all of them do what they do to help the communities they serve. Unlike bigger media companies, they are in and are part of the towns and cities they serve. They don’t spend months trying to conjure up a Princess Diana-style interview. They are honest, reasonable and approachable, and through their work covering this tragic case, they are a credit to the profession.

So, hats off again to The Bolton News and Manchester Evening News for playing it straight and letting a tragic story tell itself, without going for the sensational and heaping further heartache on Emily’s family and friends.

#media #courtreporting #journalism #theboltonnews #manchestereveningnews

Are we rewarded for loyalty anymore?

Tue, 08 Dec 2020 08:31:38 GMT

Better treatment might earn more business from you

There is fierce competition for everything from mobile phones to funerals. Companies do everything they can to attract new customers, but is your loyalty rewarded if you stay with them?

The price is right

There is a lot of truth in the saying you get what you pay for. Competition means you can get a better price by shopping somewhere else, even if it is just saving a few pounds or pence. And an entire industry has evolved offering price comparisons to secure the best deals.

What got me thinking about this was my renewal from my gas and electricity supplier, the same one I have been with since 2002. We don’t live in a mansion and are careful not to waste energy, but our bills have always seemed high and were always going up, especially compared to rates being advertised for new deals.

But I was shocked when the renewal for the next 12-month contract had gone up to almost £200 a month. With a family of four in an average-sized semi-detached house, is that really the best they can do? Apparently so.

Is that really how much we use? Apparently not. With a smart meter installed, we know how much we use by the second and my new supplier quoted almost half the renewal figure.

What convinced me that there is no reward for loyalty is that since I made the decision to switch in October, with my new company taking over this week, I hadn’t heard a peep from my old supplier. Not until a brief text and email on Monday night to say sorry you’re leaving, final bill will be sent to you.

For two months, I was expecting offers to try to make me stay, but I heard nothing. Conversely, my new supplier has been in touch regularly with details of the new deal, direct debit dates and amounts and when to give final meter readings.

I initially felt guilty for switching, but then wondered whether my previous supplier was bothered. Probably not. The situation might be different if I had eight million friends and persuaded them all to switch, but the reality is my defection has barely registered.

Is it just about the money?

I switched because of constantly rising bills, but does the lowest price guarantee the best deal? I have come to the conclusion that with some things, it can. I am not looking for a highly skilled dentist or surgeon, or someone to build an extension. The pipes and cables are already installed and it is the same gas and electricity that will be running through them, whoever I pay my bills to. So, I couldn’t care less and the lowest price wins.

This made me think about other long-term contracts I have and whether my loyalty is being rewarded. I have had the same mobile phone provider since 1997 because the service is reliable, it has sorted out problems when they have occurred. And, when you crunch the numbers, what I am paying each month is a lot cheaper than the tempting offers of switching to the latest iPhone every 12 to 18 months.

Is this because my loyalty is being rewarded after all these years? No. Carefully comparing other providers, I am paying the same as someone with a similar package on another network. So what makes me stay is the good service.

But if I was to switch to another network, how hard would they try to keep me, or would they even notice? Again, I suspect I would disappear without a second thought.

Size matters

This has made me realise that the bigger the company, the less interested it is in individuals and small groups.

Smaller, local businesses will go out of their way to earn your custom and do all they can to keep it. And this is where the small business owner and staff become everything to everyone – they are many roles in one.

They have to offer goods and services people want and need and at prices that are reasonable and make customers feel they are getting good value. They also have to provide excellent customer service so that people feel welcome and appreciated and will want to come back again.

And when you speak to someone, it isn’t a faceless voice in a call centre and you can ask to speak to a supervisor if you aren’t happy with the way things are going.

On a couple of occasions, a local computer repair shop has given me free advice on devices and software and even had a look inside a couple of laptops to see if they could be upgraded, again, without charge. I will definitely be going back there for my next purchase, and not to a national chain that charges just to take a look at a device.

Loyalty is still rewarded, but it depends where you go. And, the smaller the business, the better you will be looked after.

#loyalty #customerservice

Every business has something to shout about, even if it's hard to see the wood for the trees

Tue, 01 Dec 2020 15:25:54 GMT

Achievements and success can easily be overlooked

Many people struggle to sing their own praises, but when it comes to business, that is exactly what you have to do.

Cards on the table, I hate promoting myself, whether it is for awards entries, CVs or job applications. It makes me cringe. When it came to setting up my business, I needed an objective point of view and turned to journalist colleagues for honest and critical advice – and they didn’t pull any punches! They told me what worked and what didn’t, and what I needed more or less of. This was the critical approach I had been using each day for the past 23 years, but struggled to fully apply to myself.

I realised it's easy to be critical of yourself, but it is more difficult to pat yourself on the back and shout about what you do well.

Knowing what works

With a good news sense and an eye for what makes a good angle, I really enjoy promoting clients and their business. I know what to focus on and what makes them stand out, especially if there is plenty of competition. It is the bread and butter of what I do.

And it is an ongoing process. What worked well at the launch of a business might not generate results down the line and, however big or small, a new approach is needed. Head down, concentrating on the day-to-day running of the business is not the best place to be when you need to take a step back and objectively take stock of things.

It can be as simple as having plenty of visitors land on your website home page, but few go further to buy goods and services from you. That doesn’t mean your business has run its course and you can do no more. It means the website needs tweaking to encourage potential customers to make that crucial next step. What was important when they first visited the site may no longer be of interest, so the offering needs to include something for existing customers, as well as new ones.

Staying objective

When I was at journalism college, one of the first exercises we did was to write our own obituaries. This needed a lot of creative input because the next 40-50 years hadn’t happened, but it made us focus on how others might see us – good, bad and ugly.

I was an award-winning National Geographic photojournalist, someone else enjoyed a distinguished career as an investigative reporter, while the highlight was a writer turned-model-turned porn star who died after an unfortunate accident on set.

Creative writing aside, there were some serious and necessary skills being taught. Would the things I think are important matter to other people? Had I skirted over something others found hugely interesting?

Full picture

A major issue is the difference between work and family life. People tend to know someone well in one of these spheres but not both. If you think of a colleague you know well, ask yourself if you know enough for a news story - names of family members, where they live, hobbies and interests, pets, previous jobs, etc. Would you be confident giving chapter and verse? Similarly, think of neighbours. You probably don't know the names of everyone in your street, but those you do, do you know their surnames, where they work, where they went to school?

I once received a call from a woman following a tribute piece we had written about her father, who had been a doctor. A well-meaning colleague said the family was too upset to be approached and paid tribute focusing on the achievements at work and what he did in the community. This was fine, but his daughter pointed out that there were no personal details in it: “He meant the world to us and was so much more than a dedicated doctor – he was a devoted dad, loving husband and incredible grandad.”

Keep it real

It is easy to go overboard with fantastic claims and promotions, but, if you want to be taken seriously, behaving like the current incumbent of the White House is not the way to go about it.

The more you claim to be the best, offering deals like no one else, etc, the more you will get people’s backs up and they will dismiss what you say.

To avoid reinventing the wheel, it is worth focusing on things you can offer that the competition doesn’t, such as free or same-day delivery, or aftercare. These are all things that are in your control and you can make sure you deliver on, whether you are selling the PlayStation 5 or providing legal services.

An honest approach that is deliverable and reliable is a great thing to be able to shout about.

#pr #marketing #promotion

Knowing the signs to stop domestic violence

Tue, 24 Nov 2020 09:53:18 GMT

Colleagues can help stop victims suffering and living in fear

Domestic violence is a crime that relies on secrecy and the silence of victims who are too scared to speak out. Would you know the signs that someone you work with is a victim?

Take action

Today marks the start of 16 Days of Action Against Domestic Violence and workplaces are being encouraged to get involved so they can spot the signs of abuse and give staff the help they need.

Research shows that the annual cost of domestic violence to businesses is £2bn – but you cannot put a price on the value of a life, or the physical and emotional torment victims endure at the hands of their abusers.

Living in fear

Victims spend most of their lives living in fear with real danger they will be seriously hurt or even killed if they speak out about what is happening to them. As a result, they are unlikely to tell colleagues about it and, if anyone airs suspicions, they will probably deny anything is wrong. Combined with guilt and shame, that is the power their abusers hold over them.

Even for those who admit that something is wrong, finding the courage to leave or report it to the police can be a step too far.

As part of the 16 days of action, companies are being urged to do more to help employees who endure domestic violence, to train those who witness it, and to protect staff as a whole.

Each day will have a different theme:

What is domestic violence – How does it impact the workplace?
How do I get bosses to engage?
Violence against women
Impact on children
LGBT & domestic violence
Bystander to domestic violence
Mental health & domestic violence
Depression & domestic violence in the workplace
Men who endure violence
Perpetrators
FGM
Honour-based violence
Stalking and harassment
Coercive control/emotional abuse
Elder abuse
Financial control

Scale of the problem

That is a lot to take in, but it is part of what victims can go through every day and is why it is such a difficult problem to tackle.

And the scale of the problem is even more frightening:

25% of women and 16% of men are affected by domestic violence during their adult lifetimes
58% of abused women miss at least three days of work a month
33% of all domestic violence homicides happens on workplace grounds
56% of abused women arrive late for work at least five times
7% of women and 5% of men in England and Wales experienced domestic violence in the past year alone
£2bn is the annually cost to businesses of domestic violence and abuse

Headlines like this in the Manchester Evening News help put faces to the figures and show the human cost of domestic violence: https://www.manchestereveningnews.co.uk/news/uk-news/head-over-heels-love-him-19303587

Help at work

While anyone could spot the signs, line managers are in a key position to spot the warning signs of abuse, such as lateness and absence, slip in performance and change in behaviour. The victim might be receiving an increasing number of personal calls or texts, or receiving disruptive personal visits. They may be wearing makeup or clothes to disguise and cover injuries.

By spotting the warning signs, a good line manager can gently work with the person to build up their trust and confidence, and ultimately report their abuser.

This is an excellent campaign and by taking a bit of time to notice colleagues, you could be doing something that could change or even save lives.

#16daysofaction #signthepledge #domesticviolence

This is not a safe space for bullies

Tue, 17 Nov 2020 10:38:37 GMT

It’s time to stand up to these cowards

Bullying is one of the most cowardly and damaging forms of abuse – but it is also one of the most common. With the world turned upside down by the pandemic and people needing extra help, this year’s Anti-Bullying Week is a great opportunity to make a stand against it.

Few people would admit to being a bully, either in public, or even to themselves. But it happens in all walks of life.

In the past week, following the departure of two of the Prime Minister’s advisers, we have heard about heavy-handed tactics apparently used behind the scenes at Downing Street, and the more sinister ordeal of a Belfast journalist who is living in fear after receiving rape threats against her unborn child (https://www.holdthefrontpage.co.uk/2020/news/reporter-living-in-fear-as-second-police-force-slammed-over-baby-rape-threat-probe/).

Everyone is affected

We have all experienced bullying at some point in our lives. Most people think of it happening on the school playground, where a child is being singled out for ridicule or physical abuse for trivial reasons such as the type of shoes they are wearing, their haircut, or a hobby they may enjoy. In many cases, it is short lived and the victims move on.

But it should not happen at all and the longer it continues, the more isolated and unhappy the child feels, ultimately believing they have done something wrong and the rest of the world is against them. In the worst cases, young people have turned to substance abuse and self-harming in order to cope, and some have even taken their own lives.

The advice used to be to ignore bullies because, if you don’t react, they will soon lose interest and pick on someone else. There is some logic in that, but it just moves the problem on and creates another undeserving young victim.

No escape

And it is no longer just physical, face-to-face bullying. The internet and social media mean bullies can target their victims 24/7 and can literally reach the whole world with their hatred, with victims being targeted by strangers in other countries. There literally is no escape.

The pressure of social media and the internet can easily overwhelm people. If they feel they are being targeted everywhere they go, the result will be catastrophic.

Whatever form the abuse takes, it needs others to stand up to the bully, let them know what they are doing is wrong and it won’t be tolerated. We have to end the culture in which bullies feel free to carry on and imagine their behaviour is being condoned and even encouraged by silence and non-action.

In the theme of Anti-Bullying Week, we need to be United Against Bullying.

Victims at work

Many people imagine that bullying ends at the school gates and once they become adults, it is a distant memory. Sadly, this couldn’t be further from the truth.

In fact, it can be more difficult to deal with as an adult, especially at work or in an organisation. If someone feels that colleagues are making their life a misery, they are more likely to leave and look for another job than take a stand and complain to bosses. They fear this could brand them as troublemakers and affect their careers. Even worse is when it is a boss who is acting like a bully, making unreasonable demands and belittling employees. Not only do the victims have their job prospects to consider, they also have financial responsibilities to themselves and their families. Whether it is colleagues or a boss, it is the bullies who should be shamed and be forced out the door.

Stand up

There has been a major culture change to tackle bullying across society. It needs victims to speak up and report what is happening to them. It also needs other people to be quick and strong enough to help the victims and to stand up to bullies. It isn’t easy – it can be friends, close colleagues or even family members.

But, on the other side of that coin is a broken person who feels alone, desperate, worthless and that the world is against them. Faced with that seemingly never-ending scenario, their options appear few and bleak, and they may feel forced to do something drastic, with tragic consequences.

That has to be worth making a stand for.

#AntiBullyingWeek #OddSocksDay #UnitedAgainstBullying

Political correctness is driving us round the bend

Tue, 10 Nov 2020 18:40:05 GMT

There’s nothing wrong with ruffling a few feathers

If it looks like a duck, swims like a duck, and quacks like a duck, then it probably is a duck. But, apparently, the media shouldn’t call it a duck, in case people will treat it . . . like a duck.

On your bike

This feathered analogy is about accuracy – the most important aspect of what journalists and writers do – and how we all use language today.

As our understanding of certain words changes and the world evolves, so too does the way they are used in the media. But the latest one has left me in a spin. The University of Westminster’s Active Travel Academy has produced draft guidance for journalists reporting on crashes involving cyclists – but whatever you do, please don’t call them cyclists!

There guidance focuses on four main areas: impartiality, discrimination, accuracy and reporting on crime.

Impartiality

The first change is to stop using the term “road traffic accident” and replace it with collision or crash. The thinking is that it rarely is a genuine accident and the media should not be making judgements about the cause. This was drummed into me years ago as a trainee reporter and I totally agree with. I am surprised that this needs reiterating, but the academy must see it creeping into more and more reports today.

Discrimination

Where the academy and I disagree is when it comes to calling our duck a duck.

It urges journalists to “avoid using negative generalisations of road users, and must not use dehumanising language or that which may incite violence or hatred against a road user in comment and news coverage”. Fair enough.

I get that the academy wants to add the human element into it – something every journalist should do anyway. As it points out, cars don’t speed, flip or crash into anything on their own. They are driven and there is usually a human factor behind what happened.

But it goes on to say don’t call someone riding a bike a cyclist because it stereotypes them and makes them the target of resentment and anger from – dare I use another stereotype – drivers.

Come on. If I read an article about a cyclist being involved in a crash at a busy junction, it wouldn’t make me think they deserved it, let alone jump in my car and look to take out every cyclist I see, as the report suggests: “Dehumanising cyclists is associated with increased antisocial behaviour and aggression towards them, such as deliberately driving a vehicle at, or throwing something at them.”

Just as you have good and bad drivers, cyclists – or people who ride bikes – fall into the same categories. Not all of them behave in certain ways, nor do all drivers go out of their way to harass, intimidate and injure those on two wheels. It’s not like the word paedophile, which can have no positive connotations.

Accuracy

The third issue relates to the use – or not – of PPE, such as helmets and hi-vis clothing. Saying a cyclist wasn’t wearing PPE suggests they were in the wrong in some way. This goes back to the point about offering comment and even attributing blame, especially just after a collision, when the facts are unclear. Again, I am in complete agreement.

Reporting on crime

The final point urges publishers not to portray offences such as speeding as acceptable, or show those who break the law as victims. The rules of the road are there for all to see. If you break them and get caught, you only have yourself to blame. Being caught speeding isn’t the police making up their quota for the month, or the Treasury shooting fish in a barrel.

Change

Suggestions to change and improve certain terminology should be welcomed by the media. After all, they could help avoid conflict arising from the wording of news reports.

One of the most significant changes has been the way suicides are reported, not only in the removal of detail, but not using judgemental language. This has involved charities such as The Samaritans and other bodies who righty want to take the stigma out of suicide for both the victim and those affected by it.

Discussions such as this will help those involved in crashes, as well as those reporting on them. I have submitted my observations to the academy’s consultation and will see what happens. Should they put the brakes on plans to ban the word cyclist, you’ll know why!

#cyclist #reporting #collisions

SEO what if I get the keywords right?

Tue, 03 Nov 2020 15:01:53 GMT

Give me customers over clicks any day

What do you want your website and social media to do for your business? This isn’t a trick question and the answer is simple, but it’s one businesses often misjudge.

Be seen

Getting your business seen online is the first step. SEO (search engine optimisation) is top of the list when it comes to expanding your business presence online. Your website has to be optimised so that it will be at the top or as close to the top of possible for Google and other searches. You might offer the best deals and provide first-class customer service, but are people going to find you if your website appears on page seven of a search?

Clicks into customers

The second step is more challenging, but can work wonders if you get it right. If you get the first part right and your site is at the top of every search engine list, that still doesn’t guarantee turning clicks into customers.

The most important thing is that visitors like what they see. They have come to you for a reason so your post or ad must grab their attention. It has to give them what they need and is interesting enough that they are willing to spend money with you.

Global reach

Every business would love to have Facebook’s 2.4 billion following. Figures like that make selling advertising hugely profitable for companies like Facebook and Twitter. But unless you sell advertising space, those numbers alone won’t translate into money.

I have had prospective clients tell me they want to add 100,000 new followers and subscribers each year. Depending on the business, that is a big but not impossible task, but is it worth it? The key question is how do you turn followers into paying customers?

Know your limits

Having turned clicks into clients, you have to be realistic about how many can you actually deal with. Firms such as Amazon cater to millions of customers around the world each day. But if your business is based in Manchester, for example, and I was serving up thousands of potential clients through your website and social media, how many orders could you actually fill? Can you deliver your products around the UK quickly, efficiently and safely? Do you trade overseas? Will you be able to deliver to the new customers I have found you in the Philippines?

More harm than good

If the answer is yes, great, business will be booming. But if it is no, what’s the point of focusing time and money purely boosting your web figures? In fact, you are actually damaging the reputation of your firm by promising something you can’t deliver.

Businesses need to see digital media as advertising space. Just being there isn’t enough. Get yourself noticed with something people want and need. Online customers are just the same as those who walk through the door, but you have to do a bit more to attract them and convince them to spend. Those who have come through the door have signalled their intent, or at least an interest in what you offer.

Appeal

Making content engaging is key these days, but it doesn’t change the basics of supply and demand. You supply a product that people want, at a price they can afford, and offer good customer service. And that is what your messaging needs to get across to them. Whatever you provide, let them know what makes you stand out from the crowd and why they should buy from you. Are you offering a great deal, is there added value with other products and services thrown in, or is it the aftercare that makes customers return?

Remember, the wider the audience, the fewer people will actually know you and your business. You only have a brief moment for those few words and images to convey your products and services, your standards and everything else you need to turn passers-by into paying customers.

Stay-at-home staycation is a great way to support local businesses

Tue, 27 Oct 2020 07:42:36 GMT

Making the most of what's on our doorstep

Our half-term getaway has been cancelled because of new coronavirus restrictions. Instead of facing a week moping around the house, we are making the most of what’s on our doorstep, and are supporting local businesses in the process.

Staycation

Cornwall is one of our favourite places and we visit as often as we can. Like most people, we have been grounded by the coronavirus pandemic, so we couldn’t wait to get away this week. After a draining time juggling work, school and home learning, we couldn’t wait for a change of scenery. But as infection numbers went up, we got the news last week that Greater Manchester was being put into Tier 3 and we wouldn’t be going anywhere, so it's a stay-at-home staycation.

The holiday park we had booked with couldn’t have been better and moved our booking to next year, which was a huge relief. But it doesn’t stop us needing to switch off and recharge – and we couldn’t face staring the four walls we have been confined to for much of this year.

Plenty of choice

The solution is right on our doorstep. Living in an area that is under Tier 3 restrictions – the toughest coronavirus regulations introduced by the government – travel and overnight stays were banned. But, maintaining social distancing, we are free to travel anywhere in Greater Manchester – and there is enough to keep people entertained for weeks.

As well as the city centre and large towns with a variety of shops and restaurants, there are stand-alone attractions, such as football stadium visits and tours, historic properties and beautiful countryside, rivers and canals.

There is no question of being short of things to do. But it is about doing things we all enjoy, that help us relax and recharge the batteries, and won’t break the bank.

Scenic

So we have decided to make the most of what we have locally. A short walk from our front door, there is a scenic nature reserve with a river running through it. A gentle walk through here easily passes a couple of hours and the kids love feeding the ducks as we tuck into fresh sandwiches and sausage rolls from a local bakery. I also get a bit of much-needed extra exercise lugging my camera bag around in a bid to snap the elusive kingfisher. Over the years, I have only managed to capture blurs of turquoise. This could be my chance.

Dining out

Slightly further afield, there is a longer walk along the scenic Rochdale Canal, with several places to stop for a pint or a bite to eat.

And there is plenty of choice when it comes to dining out. We would love to be enjoying a pasty in the harbour at Mevagissey as we watch fishing boats come and go, or indulging with a cream tea at The Lizard. But after a long walk, enjoying great food at one of our two locals – the Lancashire Fold or Thornberries – is a fantastic way to round off a great day out.

We are enjoying our week and, although it is not the break or the weather we hoped for, it has been great getting out and about and supporting the businesses and attractions on our doorstep.

It’s something we are going to make more of an effort to do in future.

#shoplocal #supportlocalbusiness

PR . . . two letters that can be an A-Z for business

Tue, 20 Oct 2020 14:54:24 GMT

Spelling out what public relations is all about

What do you actually do?

I was recently asked what I do and having said “PR”, further explanation was clearly needed – and there wasn’t a short answer I could give. Not long after explaining the different ways I work with businesses, I read a great article by communications consultant Matt Hay, who also struggled to find an easy explanation (https://www.linkedin.com/pulse/people-dont-know-what-i-do-am-chandler-bing-matt/?trackingId=snrlH9eVToa7uaBsFBapmw%3D%3D). So why is it so difficult for people in the communications business to come up with a simple answer?

Variety of services

The reason is that PR – public relations – covers a wide range of services and there are many strings to our bows. At one end, you have the Downing Street and White House press machines and at the other, there are PR companies like my own, all very different, but huddled under the same umbrella.

When I set up Mike Crutchley Media last year, it was to use my skills and experience as a journalist and communicator to help businesses raise their profile and attract new customers. There are several ways of doing this and I didn’t want to focus on just one, or limit myself to only working in certain fields because I love variety. And it has been an absolute privilege and joy to work with organisations such as Bury Hospice, West Lancs Living Magazine, M3 Media, Waggawuffins and Biramis, among others.

My approach

The way I operate is I can be as hands-on or hands-off as necessary. Many businesses are more than capable of looking after their own press and social media coverage, but don’t have the capacity. Others are competent but need a bit of guidance and support, while some may really feel out of their comfort zone with it. I work with them, according to their needs.

So, in a nutshell, I:

1 Look at the whole profile of a business and how it comes across

2 Advise on a strategy to improve it

3 Create bespoke, engaging content for websites and social media

4 Advise on or manage social media accounts

5 Produce articles, features and press releases to reach as wide an audience as possible.

Telling your story

All this comes under my motto, “Telling your story”, and that is what I do. I find out what a business offers, what makes it tick, the story and people behind it, and why it is important to customers. This becomes part of the overall image of a business and is shared in print and online to reach new customers and help the business grow.

My years of experience as a journalist help me identify a “great story” in any walk of life and telling it in a way that is interesting and grabs people’s attention, even when they might not think they have anything to shout about. There is always a good story to be told – some just need a bit of help finding it.

Working with businesses

When I speak with clients, it is done in a relaxed way and I try to put them at ease. It doesn’t take much for people to switch into interview mode and become nervous, especially if it is something they are not used to, often forgetting the most important things they want to say. It is an interview in as much as questions are asked and answered, but it isn’t like a grilling from Paxman – I want to get the best out of it on their behalf.

I work with clients to make sure they are happy with whatever is about to be published on their behalf. My goal is to help businesses get and keep their name out there, whether it is online or in newspapers, magazines and leaflets. I work with clients to serve their best interests and will advise them honestly about what will and won’t work.

With my experience and range of contacts, I can also help point people in the right direction to solve a problem or create a new opportunity.

So, those two letters, PR, cover so much and there isn’t room on a business card to do it justice, but hopefully it makes sense!

Thanks for taking the time to read this and please get in touch to see if I can help your business in any way.

How could anyone think Black History Month slave workout was a good idea?

Tue, 13 Oct 2020 12:01:03 GMT

Gym’s PR crisis could have been avoided with a few simple steps

If someone launched a challenge to create the most inappropriate campaign, few would decide to celebrate Black History Month with an exercise regime called 12 Years Of Slave. This isn’t a bad joke or a cringeworthy scene from The Office – this actually happened at a gym.

Dealing with disaster

When disaster strikes, the most important thing is how you deal with it. What’s done is done - you have to focus on putting it right. This is why crisis PR experts are paid a fortune to help businesses salvage their reputations and manage a situation when things go horribly wrong. There are usually apologies, offers of amends and people falling on swords to satisfy the need for a scapegoat.

But, with a bit of careful planning, trouble on this scale can be avoided in the first place.

Having realised the situation they were in, the PureGym PR machine will have been burning off more calories than a spin class trying to dig themselves out of this episode at its Luton branch which made headlines around the world.

Fitness trainer and assistant manager Matt Simpson wanted to celebrate Black History Month and told the gym’s social media followers about the 12-step workout named after the Hollywood blockbuster, adding "slavery was hard and so is this".

What was he thinking?

I am totally lost for words as to why anyone would think it was a good idea, let alone try to defend it when it all hit the fan. In a nutshell, he got it spectacularly wrong.

He has since apologised for his “ill-judged” post and added: “Where the post came from was not a place of malice, it was me as an individual trying to bind my history that I'm a part of, as a person of colour, with my passion which is fitness."

The firm has described the incident at “wholly unacceptable” and explained that each gym manages its own social media feeds and is encouraged to engage with clients at a local level. The company doesn’t manage or check them.

PureGym, like any large organisation, will have a strict social media policy, telling staff what is and is not acceptable, such as getting involved in exchanges on social media if someone complains. And it would have reminded each gym about the company’s guidelines as they took on their own social media.

However, in this case, I very much doubt that Matt Simpson sat down with the guidelines and checked that his exercise programme ticked all the boxes. He just didn’t think it through and got it horribly wrong.

Response

The company has been quick to distance itself from the debacle and Matt Simpson has stressed that the organisation is in no way racist. I am sure he is right, but it is not the sort of controversy any firm would want to be involved in.

The most frustrating thing about this episode is that it was entirely preventable. Had this been run by the comms or social media teams, the alarm bells would have been deafening and a PR disaster could have been averted. And you would like to think that even if he had run it by colleagues or the manager, doubts would have surfaced.

One of the problems with social media is it is instant and there are no filters or checks. By the time you realise something is wrong, the damage has already been done and any changes, retractions and apologies might not be enough to stop a backlash or even legal action.

Screening

A prime example of this is the letters pages in newspapers. For every letter printed, there must be at least half-a-dozen which are rejected because they are inaccurate, inflammatory, libellous and even illegal. These are checked by professionals who know what can and cannot be published. I would get complaints from letter writers demanding to know why their submissions calling the local headteacher a paedophile and community doctor a thief had not gone in.

But there are no such checks on social media and there have been cases in which people have been jailed for naming victims or witnesses who have been given anonymity by the court.

I feel sorry for Matt Simpson, who has learnt the hard way that while he may be an expert when it comes to fitness, PR and social media are sadly not his forte. And, with a few simple checks in place, this was a headache he and PureGym could have avoided.

Here’s a suggestion you can have on me - the Daley Decathlon – a regime of 10 exercises celebrating the successes of British decathlete Daley Thompson.

https://www.bbc.co.uk/news/uk-england-beds-bucks-herts-54446293

#blackhistorymonth #12yearsofslave #puregym

Some good things wouldn’t have happened without lockdown

Tue, 06 Oct 2020 14:57:07 GMT

Something positive has come out of pandemic uncertainty

No one would ever choose lockdown or social-distancing restrictions. But while everyone struggles to adjust for the future, there are some positives to take from it – and even some things that wouldn’t have happened without lockdown.

Optimistic

I am a firm believer that everything happens for a reason – even if it is not obvious. I am also an optimist and I look for the good in everything.

One positive to come from the coronavirus pandemic is that it has forced people to act. Before March 22, how many people were doing something they loved and were passionate about? How many were just plodding along doing a job purely to pay the bills? How many businesses wanted to bring in changes, but couldn’t balance the disruption with day-to-day trade?

Most people have dreams and ideas they would love to follow, but don’t have the time or money to make them a reality. And for those who are chomping at the bit to unleash their entrepreneurial flair, there is rarely a good time to take the plunge – few would leave the security of full-time employment to take a risk to try and make their dreams come true.

But lockdown forced everyone’s hand. Everything came to a halt and life changed overnight. People’s needs and priorities shifted and businesses had to quickly adapt, while facing new challenges of their own. Among the industries to enjoy bumper trade were couriers and delivery firms and tech companies such as Zoom. But smaller, independent businesses needed to find their way in a world with Covid-19.

Growth

Earlier this year, a friend in retail wanted to give his business a real push to attract new customers. Ideally, he wanted to see growth of five per cent by the end of 2020 – 10 would be a dream. As we gently started to work out a strategy, lockdown happened. Plans went out the window. This was survival mode. Buckle up. He followed the guidelines and introduced social distancing measures in order to stay open and was in constant touch with suppliers to ensure he could deliver for his customers.

Fast forward seven months and his business is booming. He has more than doubled his 10 per cent growth target and has attracted new customers, as well as cementing existing business.

Another positive is that it has opened up opportunities that did not exist before, or that people might not have thought of.

One of the keys to PR and social media is getting to know and trust someone. It isn’t just a case of clicking on the cheapest or most convenient option. This is someone who has to get an in-depth feel for a business, its values and needs, and communicate that in a way that will engage new customers and clients. And it is someone you can rely on to represent your business better than you could.

As such, seeing people face to face is invaluable and was the norm, whether it was through meetings, networking events, or recommendations. But the pandemic put everyone into survival mode and marketing, PR and recommendations weren’t top of anyone’s list.

Opportunities

But, as many businesses discovered, that was exactly the time they needed to get their message out there – they were still open, what they were doing to keep customers safe, and reassurance that they could still give customers what they want without hiking up the price.

I have met and worked with some fantastic people and discovered some incredible businesses right on my doorstep, none of which would have happened without lockdown.

Don’t get me wrong – I would happily turn back the clock and do whatever was necessary to avoid Covid-19. But it has happened, it is here, and we need to make the best of it. Which is why it is better to celebrate successes and make whatever changes necessary for the future, than to lament the past.

At the start of March, I was so busy that I was actually turning down work and looking forward to a break. Now I am more careful what I wish for.

Stay safe.

Are annoying adverts a turn-off or a stroke of genius?

Tue, 29 Sep 2020 15:55:17 GMT

Promoting a brand is all that matters in marketing

Making a brand or business instantly recognisable is the ultimate goal of any advertising campaign. Sometimes, you remember a name for the wrong reasons - because the advert for it was infuriating. Is this a coincidence, or part of a marketing masterplan?

Driven round the bend

Has anyone else been driven mad by the Cazoo used car adverts? I absolutely hate them.

The initial ones showed people saying C-A-A-A-A-Z-O-O-O-O-O-O, drawn-out for the duration of the ad, with one man disappearing down the back of his settee for the night until his new car arrives. Another shows a mum ferrying children around all day - you can effortlessly buy your new car while you do everything else. I suppose it’s slightly better than endless games of “would you rather . . .”.

Cazoo is an app that lets you buy and sell cars without visiting a dealership. In fact, the ads show how you can trade in your old car which will be collected as your new ride is delivered to your door. Sounds simple and an attractive proposition.

Now the campaign has stepped up a gear. The annoying gimmick is gone and the ads are full of deals and details about how convenient it is – clothes, fast food and now cars delivered to your door.

Compare it to . . . Go compare

None of this has happened by chance. Cazoo has used a good marketing ploy to get its name ingrained in people's minds, like Go Compare using Welsh opera singer Wynne Evans. Forget the details or how insanely annoying the adverts, when you're looking for a new car, insurance, etc, what's the first name that pops into your head?

Having adopted this clever marketing ploy, there is a danger that an advert is so annoying that it puts people off a product and dismiss it as a gimmick.

This is a strategy marketing agencies will work out with a client and make them aware of the risks. If it’s a new business, or one few people have heard of, what’s the harm in making a brand a household name?

Even if it rubs people up the wrong way, it’s getting the name out there. And there is plenty of truth in the old adage that there’s no such thing as bad publicity.

A life of its own

The Go Compare opera singer has been such a success that the story of how annoying he was has taken on a life of its own and has actually became part of the adverts, following Wynne becoming a figure of hate, losing his job and now, finally returning to stardom.

Whatever you think of the adverts, and however much they might be annoying, if someone asked you to name a car-selling app, or insurance comparison site, chances are Cazoo and Go Compare would be the first names you would think of. As long as the ads get you to remember the name, they have done their job.

And this is nothing new. During the ‘80s and ‘90s, many adverts bore little or no resemblance to the products they were promoting. The intention was to get people talking about the ad and find out what was being sold as almost an afterthought.

I still have soft toys from the Creature Comforts TV ads, which promoted how easily “turn off and on-able” electric appliances were. I had the tortoise and the penguin and vividly remember the ads. Subconsciously, even today, I associate them with electric ovens, showers and heaters.

And, if I remember correctly, the latest offerings at the time from iconic brands such as Oxo, Nescafe, Hamlet and John Smith’s were awaited as eagerly as the John Lewis Christmas adverts are today.

So, perhaps annoying people to get yourself noticed isn’t such a bad thing – but only if what you are selling is worth their while.

For those fortunate enough not to have seen it, check out the Cazoo ad https://youtu.be/1yUA-Ov1s-M if you’re feeling brave.

Sometimes you’re better off just saying no

Tue, 22 Sep 2020 12:10:58 GMT

Be honest about what you can do and what you want to do

For some people, sorry is the hardest word to say. But for many more, especially businesses, it is ‘no’ – and it usually comes back to bite them.

Recommendations

Someone recently asked a local Facebook group to recommend a reliable gardener to maintain an overgrown property which they couldn’t keep on top of because of their age and health. Requests like this fill social media groups around the world because people want word-of-mouth recommendations and the replies fly in pretty quickly.

But, in this case, the householder didn’t want any of the six that had previously been recommended, because he had been let down by all of them. Two arranged to give a quote but never showed up, two more went to the house, gave a quote but didn’t return calls afterwards and the final two were never heard from again after each of them was offered the job.

In the latest post, the householder hit the nail on the head with an invaluable warning to businesses. He said he would prefer them to be honest and say it was too big or small a job to undertake, rather than leaving him in limbo.

Not intereste d

We had a similar experience when the track broke on a large patio door. We contacted a reputable windows and doors company (in fact, the firm that fitted it many moons ago) and someone appeared a couple of hours later to see what could be done. I was impressed because it was not a salesman or rep, but the tradesmen who actually do the fitting and know exactly what can or can’t be done.

They said the track could be replaced if an exact match was found. Sounds promising. But, and this is perhaps where they gave the game away, this was followed with “these days, people just replace the whole thing”. They said they would try to find the parts and get back to me. That was five weeks ago. I might be doing them a disservice and it is taking a particularly long time to find the right track, but I suspect that they would rather fit a new unit which costs thousands than go through the hassle of replacing the track for a couple of hundred.

And I get it. But, as with the householder with the overgrown garden, I would much rather they were up front about it. If they said it would be difficult to repair or find the right track and the best option was to replace the entire door, I would have chosen them to do it. Now, I wouldn’t hire them to wash the windows.

Let down

Research shows that every disgruntled customer will tell another 10 to 15 people, who will each tell five to eight more, and so on. So, I will no doubt tell friends and family of my experience and, with family in the process of moving house, if they ask for recommendations, I know exactly who they should steer clear of.

Statistics show that 96 per cent of unhappy customers don’t complain to a business, but 91 per cent of those will simply leave and never come back. And these days, whether it is cowboy builders, dodgy car dealers, delivery delays or a T-shirt in the wrong colour or size, disgruntled customers will head straight to social media and tell the world how a particular business has ruined their lives.

And remember, once the furore from that experience has died down, when the next request for recommendations appears, the first replies are usually “don’t go with such-and-such . . . they ruined my life”.

For the sake of your reputation, sanity and to avoid dealing with the social media fallout, if you can’t or don’t want to do a particular job, just say so. People will understand and respect you for it. You might even get business from them further down the line because you have been honest and said no.

You certainly won’t if you get their hopes up and leave them disappointed.

Will your career survive the coronavirus fallout?

Thu, 17 Sep 2020 09:43:15 GMT

Pandemic has shown few roles and sectors are indispensable

With the current recession and forecasts of long-term economic doom, are there any jobs and industries that are safe?

Economic rollercoaster

There are winners and losers in each financial crisis and every downturn reminds us what we can and can’t do without.

I was too young to understand or remember much about the recession in the early 1980s. I knew things were bad, but at the age of seven or eight, I was more concerned with playing football and riding my bike.

A decade later, I was far more aware of the impact and consequences of a financial downturn, especially as my dad worked in banking. Many friends in the financial industry lost their jobs and the personal toll was severe too, with houses and cars being repossessed, and families struggling to get by.

Always in demand

One of my dad’s friends who had been made redundant said his next job would do would be something people couldn’t do without and would be recession-proof.

Everyone has to eat, so something food related could be pretty safe. Everyone needs their hair cut, so that could be another option. In the end, he surprised us all and became a funeral director. In a mercenary approach to paying the bills and securing his family’s financial future. He knew restaurants and food shops come and go, and the beauty industry could be seen as a luxury, so he went with the only certainty in life.

It’s obviously a highly specialist and difficult job and not everyone would want to do it. I gather it also lead to some difficult conversations with his family, but it worked out well in the end and he was right, it was recession-proof.

Is anything recession-proof?

Since then, I have often wondered if there are any jobs that really are guaranteed for life. As a newspaper journalist, I have seen the print industry decline rapidly over the past two decades. The demand for trustworthy news is greater than ever, but no one wants to pay for it – or pay a fair rate for it. And with the internet, customers don’t need a middle-man to find what they want, which is why advertising revenues have all but dried up for news companies.

The 2008 recession was blamed on banks and financial service industries for being greedy and lending to people who were high risk. The holy grail was the volume of customers, not the quality. In a nutshell, banks were gambling with other people’s money, lost and paid the price.

Global standstill

The coronavirus pandemic has hit everyone in every industry. Even those that were booming before March have been stopped in their tracks. Six months ago, people were dreaming of luxury holidays and being able to afford a Range Rover or luxury watch. Now, a full salary at the end of the month is all they desire.

There is one sector that has, almost accidentally, flourished through lockdown. With most of the world’s population confined to their homes, communications firms have come into their own, especially those offering video calls such as Zoom. Services such as this have proved invaluable to maintain personal connections with friends and families, and to keep businesses going.

And it seems Zoom is booming https://www.dailymail.co.uk/money/markets/article-8686935/The-Zoom-BOOM-Company-bigger-HSBC-Lloyds-together.html

Like many people, I use it regularly for work and it has been the only way my business was able to function at the height of lockdown.

And the likelihood that the virus will be with us for the foreseeable future means that Zoom and firms like it will continue to be in demand.

I have lost track of which week it was, but on a call with a client, they described how they were Zoomed out – exhausted by hours of video meetings and conferences. Now it has become a part of our normal working day, it’s probably time to get comfortable and Zoom back in.

What do you think? Are there jobs or sectors that are recession-proof?

Lost for words after giving something away

Thu, 17 Sep 2020 09:39:53 GMT

Sorry to say goodbye to trusted tomes

Have you ever got rid of something and regretted it straight away? It wasn’t being used, it was taking up space, but now you wish you hadn’t given it away.

Tools of the trad e

Throughout my career, the most important tools for the job have been my contacts book, phone book and dictionary. The phone book is long gone, and the dictionary and thesaurus were gathering dust on an overcrowded bookshelf.

For two decades in newspaper offices, both were well used on a daily basis to check spellings and meanings of words, and to find alternatives to improve copy.

The matching Collins tomes sat proudly on my desk wherever I went, always within an arm’s reach and were often borrowed by colleagues. When I moved from one office, a colleague asked if I would leave them behind and treat myself to the new editions for my new job as mine were well worn and starting to show their age. Nice try!

Google it

Today, whether it is to check spellings and meaning, or to learn how to change a tyre or check for symptoms of an illness, the answer is always the same: “Why don’t you Google it?”

I have always resisted the temptation and not because I am a technophobe. It is because of increased use of slang, and because it was just as quick to find a better answer on a page as it was online. Technology is only as good as the person that programmed it and you often get a “one-size-fits-all” answer or, depending on the programme, Americanisms, such as aluminum instead of aluminium.

But this week, with sadness and almost a sense of shame, those two great volumes are no longer part of my inventory. Since setting up my own business and working from home, space has been at a premium and the weighty volumes took up too much space on the shelves, which is where they spent the past 13 months as bookends.

Convenience

I am sorry to say that I, too, have gone down the “Google it” route, mostly out of convenience. It is less hassle to look up something on the web than reach for the shelf, grab the dictionary or thesaurus, try to catch whatever it was propping up, and then putting it all back again. Several times a day. But the trade-off for that convenience is having to make do, rather than find exactly what I want.

So after 23 years of dedicated service, they have made their way to the community bookshop, and will hopefully be of use to someone. I couldn’t face going to a charity shop and having them rejected because no one would use them as they’d just “Google it”.

While a huge weight has been lifted from the shelves of my office, it has been replaced by a sense of guilt. And, despite their years of service, it is not for sentimental reasons. I genuinely feel that one day I will not be able to find the best answer and know that the solution lies in those pages and it would be worth keeping them.

It is not just about correct spelling. The meaning and interpretation of words is key to what I do and I know that the web will give me endless explanations of fifth-century origins of something, but not always the precise and concise offerings I would find in the Oxford Concise Dictionary.

My name’s Mike and I no longer own a dictionary. There, I said it.

I’d love to hear if you’ve got rid of anything – however big or small – that you now wish you’d kept.

Staff believe they can get more done from home

Thu, 17 Sep 2020 09:37:03 GMT

Making the most of being out of the office

As schools start to return and staff prepare to head back to the office, it seems many now believe they are more productive at home and would like to stay there.

Happy to do more

In a previous blog, I looked at the pros and cons of working from home https://www.mikecrutchleymedia.co.uk/are-you-really-working-when-you-work-from-home. It works for some and is a great way of keeping costs down for small businesses, but can be difficult for larger companies to manage staff and function properly.

Since lockdown, research has found that people are working at least an extra hour a day – and 70 per cent of them would prefer to carry on this way, instead of returning to the office.

The cynics among us might think that this is because people are at home with their feet up, sending a few emails and attending the odd Zoom meeting. But a study has found that staff believe they are genuinely more productive working from home and would like to continue to do so in some form once restrictions are eased.

Safety first

Safety and fears about the coronavirus might be partly behind this as well.

Productivity depends on distractions. In an office, many people would go in early or stay late and feel they could do more in a couple of uninterrupted hours than they would do in a day with constant interruptions by phone or email.

Equally, working from home is still working – you are just at home. You do not have the daily commute to content with and the sooner you can get to your laptop, the sooner you can get on with things.

You need to be focused and not be in front of the TV, putting the washing on or nipping to the shops. As lockdown demonstrated, you must also be able to work with other people in the house, especially if they are not working.

However, before people start rushing to Ikea to permanently kit out their home offices, the National Bureau of Economic Research has said it is too soon to say whether working from home is the best option in the long term.

Too soon to tell

It has been almost six months since lockdown and everyone has muddled through as best they can.

Businesses and staff have come up with shortcuts and contingencies to ensure core functions can be carried out and schools have done their best to keep things ticking over for pupils.

But society is not set up to work like this and it has been a huge adjustment for many. Our world involves face-to-face contact, especially when dealing with groups of people.

For some, especially those in the service industry, contactless meetings and ways of working might well be the future. For those in retail and manufacturing, while some functions can be carried out via video call, most of what they do needs to be on site and involves colleagues and customers.

Tech takeover

The convenience and savings offered by emerging technology played a big part in the demise of Concord. The iconic aircraft’s supersonic speeds meant that businesspeople could board in London, have breakfast in New York and conduct meetings, etc, and be back home in time for the 10pm news.

But the tragic events of September 11 and the crash in Paris, combined with improving technology, meant that video conference calls were more practical and affordable than £8,500 per seat on the supersonic jet.

While the implications of lockdown are not likely to involve the widespread closure of offices, as businesses struggle to balance costs and adopt new ways of working, they are more likely to look favourably upon requests for staff to work from home where possible.

As always, the needs of the business comes first, but it seems likely that the army of home workers is likely to grow – from six per cent pre-March, peaking at 43 per cent at the height of the pandemic.

Who knows . . . there could well be unions and associations specifically for home workers?

The full article is at https://www.dailymail.co.uk/news/article-8683629/Staff-working-home-nearly-extra-hour-day-research-shows-send-emails.html

Make a point and keep using full stops

Thu, 17 Sep 2020 09:30:56 GMT

I am not angry. I don’t know why you think I am.

I have read several articles recently about young people wanting full stops to be because they show anger and irritation. Is this the final chapter for one of the most important punctuation marks in the English language?

Stop it

When I first read about calls to ban full stops from messages because of their abrupt and unfriendly connotations, I had to check to make sure it wasn’t April 1 – or April Fool’s Day delayed because of lockdown.

But it wasn’t a wind-up. It came as no surprise that it is Generation Z – teenagers and those in their early 20s – who are being offended by the full stop and correct punctuation used by “older” people.

Without wanting to give lessons in grammar and punctuation – there are people who do it far better than me – words without punctuation lose meaning and emphasis and can be interpreted to mean the opposite of what the author intended.

A full stop signifies the end of a sentence or thought, the end of a paragraph, or the end of a message or report. Hilarious examples of punctuation fails are highlighted in Lynn Truss’s book Eats, Shoots and Leaves.

Proper punctuation

I am, by nature and profession, a punctuation pedant, and my family will testify that text and social media messages from me have commas, apostrophes and full stops, and capital letters where they should be.

I grew up and have worked within these grammatical conventions and, typos and autocorrects apart, they help to convey a message clearly.

The issue has arisen because the younger generation has grown up using smart phones and sending short text messages without punctuation, especially full stops.

Rewriting the rules

Should we rewrite the rules of punctuation, creating safe spaces from full stops, or encourage Generation Z to fall into line?

Most people have accepted the convention that text and social media messaging in capital letters signifies anger and even the most technologically challenged can work out how to change the case of letters on their keyboards.

So why – out of habit or laziness – should another set of rules have to be adopted? And what level of anger have you reached if you type in capitals and use full stops? Are you furious, raging, apoplectic?

Research into this – yes, really – has discovered that young people tend to send separate thoughts in separate messages, and only end with a full stop to indicate they are annoyed and have nothing more to say . . . and, presumably, don’t want to hear what you have to say either.

Strangely, it has also found that ending sentences with exclamation marks is deemed to be more sincere and heartfelt!!

You constantly hear reports of major rifts and even violence resulting from a misunderstanding over a social media post or message. So why not stick to full stops, commas, etc, to make sure your message isn’t ambiguous and doesn’t cause problems for both sides?

Generation Z needs to accept the full stop for what it is.

Full stop.

Feeling safe makes the future look brighter

Thu, 17 Sep 2020 09:23:35 GMT

Getting back to business with social distancing

It is no surprise that we are in a recession. But while people are understandably worried about the future, unlike the financial crisis of 2008, there is a determination in the air – and even a hint of optimism.

Life with coronavirus

Businesses and customers are starting to get used to life with Covid-19. From day one of lockdown, we followed the two-metre rule, washed and sanitised our hands dozens of times a day, and accepted queues and delays. Now, as most businesses have reopened, we are all adapting to working, shopping and dining out with social distancing as life starts to return to some sort of normality.

While on holiday in North Wales last week, we visited a local pub which has always served good food. It is spacious and has an outdoor seating area, which we thought would help with social distancing.

We had to wait to be seated and found that all the tables were at least two metres apart and there were hand sanitisers everywhere. It was table service for food and drink and there was a one-way system to the loos. They really had thought of everything without affecting standards – the food was excellent as always and the staff were frequently back and forth with food and drinks.

In fact, I preferred it to the old system of queuing up at the bar to place your order. For purely selfish reasons, I would be happy to see it stay this way.

Safety first

Social distancing must reduce the number of customers by half, but for me, it is worth it. We felt safe and were able to enjoy our meals – and kept coming back for more. When a group of people congregated near our table to look at the menus, staff swiftly but politely moved them a safe distance away. And the staff also said they were happy to come to work, knowing everything was being done to protect them.

From a business point of view, every landlord would want to have all their tables full and the bars packed, but safety was definitely top of the list here.

When you encounter measures like this, it makes you appreciate the lengths people are going to in order to remain open and keep their businesses going. It also means that those that are not as strict stand out like a sore thumb.

We went into a shop which also made social distancing as easy as possible. Despite this, the owner said staff had received abuse from a few customers who refused to wear masks, or observe the 1+-metre rule. He had no trouble suggesting they did their shopping somewhere else.

Get the message across

I think safety is the number-one thing people are looking for as they try to get their lives into some sort of routine. And the safety message is one all businesses need to shout about to reassure customers and clients. And it’s no good just saying do this or that – you have to be able to explain why you want someone to wear a mask, sanitise their hands on the way in and out, and maintain social distancing.

The economy will take a long time to recover, but businesses are reopening with a new focus and some are even introducing spin-off and complementary products and services which are attracting new customers.

And, while it is difficult to put your finger on exactly what it is, there is definitely a different feel to the current situation than previous recessions. It could be that as long as everyone feels safe, there is an optimism that everything else will follow on.

Keyboard warriors are making life a misery

Thu, 17 Sep 2020 09:21:50 GMT

When no comment is best

People who have been the victims of online abuse say it is like being stalked. Every move they make is being watched, with trolls waiting to pounce at any second. So, is the answer to simply ban comments, especially on news websites that attract huge audiences?

Engagement

Everyone wants people to share and comment on their posts and businesses are no different. But as news organisations strive to boost engagement, offensive and abusive comments are such a problem that many want them banned.

Towards the end of my time in regional newspapers, I dealt with several complaints each day about online comments, whether it was on a website or social media post. They ranged from sarcasm to being offensive and even illegal, identifying victims in court cases or inciting hatred and violence.

A recent article on journalism news site HoldtheFrontpage.co.uk* revealed how bad the situation has become and there are now calls for all news organisations to ban online comments because they are more trouble than they are worth. They are probably right.

Media companies rely on the community they serve for the news they report. When long-standing contacts start telling you they have had enough of the abuse and will be keeping their distance, it’s time to act.

Targets

Those targeted in the comments included ordinary people who featured in articles in a positive news story, officials, teachers, etc. They understandably felt the comments could not be controlled and wanted them banned.

However, it is not as simple as that. Engagement is king in this digital world and debate should be encouraged. But as numbers continue to shrink in newsrooms, there are fewer people to deal with the fallout.

In the pre-internet days, newspaper offices had piles of readers’ letters waiting to be published, responding to everything from court cases to changes to bin collections.

As technology developed and papers introduced websites to supplement their print editions, readers were able to comment directly on stories, which soon led to a drying up of traditional letters to the editor.

Anonymity

Unlike the print version, which required letters to be signed off with the correspondent’s name and address – which the newspaper still required even if the writer wished to remain anonymous – online commentators could register using vague or fictitious details. As long as they had an email address, they could have their say.

And this is where the problems began. As soon as a story appeared online, the trolls would pounce, diving in with offensive comments, hiding behind the anonymity of their keyboards. When issues are reported, the publisher must deal with the complaint and decide whether to amend or delete the comment and possibly ban the contributor. As time progressed, the offenders simply created more online aliases and continued their abuse.

I was amazed at how prolific some of them were, often writing more in a few posts than some reporters could manage in a shift.

Some created aliases similar to existing profiles and caused huge problems for the innocent parties as they spouted abuse, apparently in their name.

I even discovered that the more dedicated offenders would not only set up several aliases and argue with and abuse their alter-egos, they would then complain about the abuse they received!

Hunting ground for trolls

News organisations have so far resisted calls to ban comments completely, instead opting to disable them on certain stories, but the trolls have found ways around this and simply spout their bile on other unrelated articles.

The situation is also different when posts appear on social media and the publisher has limited control over them. You can’t stop people commenting on your Twitter or Facebook posts, but you can react afterwards – once the damage has been done.

As much as it pains me to say it, unless they can be moderated before they are published, I think news organisations should call it a day with comments on articles. Gone are the days when it was a forum for discussion and debate. It has now become a hunting ground for trolls who target anyone and everyone. And the people they want to engage with have already withdrawn because of the abuse they received.

* Here is the link to the HoldtheFrontpage article https://www.holdthefrontpage.co.uk/2020/news/bbc-journalist-urges-regional-press-to-shut-down-online-comments/

Happy first birthday to Mike Crutchley Media

Thu, 17 Sep 2020 09:17:42 GMT

New direction, fantastic clients, coronavirus . . . it’s been an unforgettable year!

Mike Crutchley Media is one year old this week – and what a year it’s been. I have loved every minute of my new venture and even the extreme disruption of the coronavirus has led to some interesting opportunities.

New direction

Twelve months ago, after more than 20 years in regional newspapers, it was time for a change. I sat by a lake in the US contemplating the future.

My age and lack of ability meant becoming a rock star or international footballer were unlikely, so I considered all sorts of options, from teaching and lecturing to driving and handyman jobs.

I scoured the internet for media and communications-related vacancies and was getting frustrated trying to fit into various categories and tick the necessary boxes. I even found a job in newspapers right on my doorstep, but it was time to move on. The anti-social hours didn’t fit with family life either – whatever I did next had to work well for all of us.

Relaxing by the lake, there were only two things to consider – when to dive in and cool off, and where to go for our evening meal. I partly have Fleetwood Mac to thank for what happened next. As the earworm went round and round in my head, it struck me – go your own way. I knew what I could do and, more importantly, I knew what I wanted to do.

Play to your strengths

I love telling people’s stories and I decided to use my experience and expertise to help businesses and organisations get their message across. One example that stands out is of a bathroom fitter who said he “just fits bathrooms”. As we talked, he revealed one wet room he created meant that someone could return home after a long stay in hospital. To him, it was just another bathroom, but it meant the world to that family. That is a fantastic way of showcasing what his business can do.

Helping people

I have had the privilege to work with some fantastic people over the past 12 months, and it has been great to get out into communities again and help a variety of organisations, from Bury Hospice to Craig’s Barbershop and WaggaWuffins Canine College.

I also write for the West Lancs Living lifestyle magazine and am chief writer for M3 Publishing, which produces a range of digital business magazines. There are some fantastic businesses – and some world leaders – right on our doorstep.

I have interviewed and met some fascinating people with incredible vision. And, as I night have said once or twice before, I’ve loved every minute of it.

Ask the exper t

One of the best pieces of advice I received when setting up the business was to get a good accountant - and mine is fantastic. As I quickly discovered, the red tape can become a minefield if you don’t know what you are doing. And, if you miss something at the start, it will come back to bite you.

Graham Edgington and the team at OBS have helped me every step of the way and have been incredible throughout the pandemic. They are experts in their field, which means I can focus on helping clients, knowing I am in safe hands.

Coronavirus

No one could have predicted the impact Covid-19 would have on the country and the world and the past five months have been unbelievably tough for all businesses, many of which have been devastated by the financial consequences of lockdown.

But as restrictions eased, it has been a pleasure to work with firms as they prepare for a future with social distancing – and the underlying fear of further outbreaks.

If I thought I was in uncharted waters this time last year, the 12 months ahead have the potential to be even more challenging. But we all seem to be pulling in the same direction, so I am looking forward to it.

And finally . . .

I would like to say a big thank you to all my clients and everyone I have worked with for making this first year a success. It is certainly one I will never forget. The year ahead will be different, but I can’t wait to get into it.

Thanks again, everyone, and stay safe.

Investigative skills put to the test with family tree

Thu, 17 Sep 2020 09:14:55 GMT

Trawl through records reveals surprising results

Most people reach the stage in their life when they want to find out about their past and start drawing up their family tree. During lockdown, I put my journalistic skills to the test to create ours. I was surprised what I found. Actually, I was more surprised by what I couldn’t find.

Record keeping

When something happens, how many people give a thought about how it will be remembered in future, or the historic importance of things, especially records and photographs?

Growing up, it was mum, dad, my brother and I. There is an uncle on my dad’s side and grandparents who are sadly no longer alive. We were a small family, dotted around the globe.

So when I signed up to create our tree, I was amazed to find more than a dozen relevant documents and links within the first few minutes.

Family ties

My wife comes from a larger family and before long, we were into great-grandparent territory with more than 50 immediate family members identified. As new records and suggestions are added, we are now back to great-great grandparents and into uncharted territory, which is exciting and fascinating.

The service I signed up to draws information from the official births, marriages and deaths register, as well as military records and newspaper archives.

Aside from official documents, one of the records I uncovered was a handwritten passenger manifest which recorded my mum and her parents travelling to Singapore. My grandad was an architect in the Royal Navy and the family were heading overseas to his new posting. It was here that my mum met my dad, who was stationed there as part of his National Service.

To find this detail was amazing – so obscure, yet so personal. But the next logical step, which I thought would be straightforward, has thrown up nothing but dead ends.

Second World Wa r

I wanted to find details of my grandparents’ service during the war – one in the navy and the other in the Royal Air Force – but came up with absolutely nothing. Basic military records are classified for 100 years, so I will be in my 70s or 80s by the time details about my grandfathers are released. Even then, I can only hope to find the bare essentials, such as name, rank and regiment.

Similarly, I had no joy with newspaper archives. Surely there would be details of their achievements in the war? As well as building minesweepers, my grandad in the navy was involved in the salvage of a naval warship which had been rammed by an Italian freighter, striking it below the waterline and killing several British sailors as they slept in their bunks.

That was one of the few things my grandad told me about the war. He oversaw the operation to separate the ships and keep both afloat and I was convinced I would have been reported in newspapers, but I could find nothing.

This might be because the country was at war and details were scares or secret, or because it was overshadowed by more significant incidents. It is also possible that it was reported, but is not available electronically. Whatever the reason, I was surprised and disappointed not to find anything, not even a mention of achievements on the cricket pitch, or winning a prize at a church fate.

Making history

Sources such as the census throw up welcome bits of information, such as someone’s occupation, or tragedy, such as learning that my great-grandfather on my mother’s side was killed in the First World War in France just months before his widow gave birth to a child he would never meet.

But even today, as we are making history for the future, I wonder how significant it will be and who will keep records. As with the World Wars, the world will never be the same again following the coronavirus. But how will it resonate with our grandchildren? Will coronavirus be a thing of the past, or will it shape our future forever?

I have learned a lot putting together our family tree. Most of it is in line with my general knowledge about the family, but there have been some interesting developments.

But the limited availability of information has thrown up more questions than answers. Maybe it will be different in 100 years if my grandchildren put together their own family tree – they might learn more about me and my generation from Facebook and social media than official records.

Why it really is good to talk

Tue, 14 Jul 2020 18:15:02 GMT

. . . but what’s with all the questions?

I love it when an interview I carry out for an article rekindles someone’s passion for what they do.

Getting the stor y

Everyone has a story to tell, and the job of journalists and writers is to relay it in an interesting and engaging way. When someone talks enthusiastically in an interview, the piece virtually writes itself. But talking about yourself doesn’t come naturally to everyone and the interviewer might have to dig a bit deeper to cover all the bases.

And this is where one of the most important lessons of journalism comes in – never assume anything. If in doubt, ask, because, as the saying goes, assuming something will make an ass out of you and me. And that mistake is there in black and white, for all to see.

The best advice I can give is to put yourself in the shoes of the reader and ask what they want to know. If you don’t know the answer, ask. Apart from getting it wrong, the worst thing you can do is leave unanswered questions.

And there is the holy grail of journalism – give readers what they want.

Getting it right

The detail you miss might be key to a story, an example brought home to me last week. I read a court case about a teacher who was jailed for having a sexual relationship with an underage pupil. It was a long report, which gave plenty of detail and emotion from the young victim and her family. But the single fact it omitted was the length of the teacher’s prison sentence. I read it several times, but had to go to another news site for the answer.

This colourful, well-crafted piece with exclusive interviews was ruined by that one overlooked fact. And the nine-month sentence left me thinking that prosecutors might even appeal if they feel the prison term was too lenient.

S for sugar or F for Freddie?

During one of my first interviews as a trainee reporter, I asked the spelling of the name of the interviewee. I’ll never forget the response: “You can’t spell John Smith??” My short career flashed before my eyes, before I replied: “I know it sounds silly, but is it Jon or John, and is it Smith, Smyth or Smythe? I’d hate to get it wrong for you.” I believe the term today is: “owned”!

And, like every other budding reporter, you learn the hard way to get it right. Every newbie has interviewed someone for an article and had to call back to check if it is Miss, Mrs, Ms, Mr, Sir or Dr.

No problem, thanks for checking. Then you ring again to check their age. Slightly awkward, but still polite and friendly. And you call again to check the company they work for. It’s getting annoying. And you call back again for the date of an event . . . It’s usually after the fourth or fifth call that anger sets in and you’ve no chance of salvaging anything.

A lesson you never forget

It happens to everyone, but once it’s out of your system, you learn to never do it again.

This is why journalists check basic details such as spellings, names of places and companies, ask everyone their name, age, address and occupation. It helps give the reader as full and accurate a picture as possible.

Many people balk at the thought of giving their age to a journalist and fail to see the relevance, but taking the example of the teacher court case, age can play a key part. There is a huge difference between a 21-year-old trainee having a relationship with a 14-year-old and a 40-something-year-old teacher who has groomed the youngster.

Likewise in business, a 25-year-old taking over a blue-chip company is a very different proposition to a 55-year-old veteran. That small detail can have big implications.

Bigger picture

The same approach applies today, speaking to clients. You can’t take anything for granted, and you often find that there are some fantastic reasons why people have chosen the path they have.

Whenever you do something for long enough, it is easy to become engrossed in the process and lose site of the bigger picture – the reason you are doing something you love.

So when I ask a 55-year-old manufacturing boss how he got into the industry, his background, training, etc, it gives a fuller picture of what makes him tick and how he got to where he is today. And there have been some amazing stories.

Conversations such as this help me create a personal story for the business that really engages customers.

And I have lost count the number of times someone has said to me afterwards that the interview has given them a new focus and reignited their passion for what they do.

At the start of the interview, I often hear “there’s not much to tell . . . I just fit bathrooms”, but that alone can throw up plenty to work with and show potential clients that this person has the solution to their problems.

And that feedback certainly gives me a boost and reminds me why I do what I do . . . to get involved and hopefully help make a difference.

Call me Bob the Builder of Words. I’ve been called worse. Can I fix it . . .

Magazine's final chapter is another blow for print

Tue, 07 Jul 2020 15:42:10 GMT

Will we eventually have a world where everything is digital?

News this week that my favourite magazine is no more got me thinking about the decline of print and whether we will reach the point where all publications are purely digital.

Life on the superhighway

We spend most of our lives in front of computer screens, mobile phones and tablets for work, shopping and entertainment.

With Big Brother following our every online move through smart speakers and algorithms, tech giants use our internet habits to constantly persuade us to spend our next pound with them.

And almost everything posted on social media will generate a response, positive or negative.

You can read pretty much every book and magazine online, but I love to escape the hi-tech world by picking up a printed copy and enjoying some me time.

Interruptions

One of the problems I find with trying to read anything on a tablet or PC is the endless barrage of notifications. It’s so easy to become distracted, especially if it’s work.

Writing this, so far I have received alerts from LinkedIn, Facebook, Twitter, Facebook Messenger, half-a-dozen emails and two text messages. And now YouTube and Instagram have just got in on the act.

Even if it is not an email or message I need to reply to, it seems that every couple of minutes I am being kept up to date of who liked which post, who shared something, or whether an obscure garden ornament I clicked on by mistake still of interest.

When you have had enough of the eyes and ears of the world watching everything you do, how do you get away from it? When was the last time you managed to switch off and enjoyed reading something printed on paper?

Interests

Photography has been a passion of mine for more than 25 years and my family have put up with me lugging bulky equipment around on holidays and days out.

When I am not out with the camera, I enjoy delving into photography magazines, keeping up to date with the latest developments (!), techniques, and the latest equipment that costs the same price as a car.

So when July’s edition of Practical Photography arrived through the letterbox, I couldn’t wait to step away from the hi-tech lockdown world and dive into the peace of print.

But I was shocked to discover that this would be the final edition of the long-running publication, which celebrated its 60th anniversary last year.

Stop the press

Its demise got me thinking once again about the future of print media. Even before the coronavirus pandemic, newspapers and magazines were struggling for both advertising and sales.

There are huge costs associated with producing them, not only in terms of the press, paper and ink, but also transportation from the printing site, as well as the cost of distributing to outlets.

But they offer something unique and there is still a demand for them. In fact, the appetite for news and information has arguably never been greater.

But, dwindling advertising revenue, amplified by the pandemic, has accelerated the need for decisive action by publishers. Unfortunately for me, the staff, and the thousands of Practical Photography fans, there is no alternative.

The magazine was offered in print and digital format, but I had always resisted the latter, opting for some low-tech respite. Would I prefer digital to nothing at all? Probably, but sadly, it is not a choice I can make.

Surely the future can’t be one without printed books, newspapers and magazines.

Can it?

#practicalphotography #greatmagazines #photography

Do you just zoom into video calls?

Tue, 30 Jun 2020 21:34:15 GMT

Are people at their best if you catch them off guard?

Many people block calls from numbers they don’t recognise, while some can’t bear not knowing who it is. But when it comes to unexpected video calls, do you answer or give it the red button?

Lifeline

Video calls and have become our way of life for the past three months and will be for the foreseeable future. Whether it is for work or keeping in touch with family, they have been a lifeline for many.

I have written about video call etiquette in previous blogs – how to interact, what to wear, backgrounds and interruptions, etc – but, just as much consideration needs to go into actually making the call.

When you send an email or message, you probably don’t give too much thought to what the person receiving it is doing. You hope for a quick reply and as long as they get back to you with what you need, it doesn’t matter whether they are in the office, on their commute, between appointments, or even at home.

Nowhere to hide

But video calls bring something different to the table.

A bit like dead air on radio, no one wants to look at your empty chair while you try to find the information you need for the call. Similarly, there is no point in sitting in front of the camera, umm-ing and aah-ing if you are not prepared.

So, the question is, do you video call someone out of the blue or do you make an appointment?

Apart from not being prepared to discuss the task at hand, the person you are calling might be in their car, queueing to get into the supermarket, getting dressed, etc. Is that the best environment to discuss whatever you need to? Can they be fully focused?

Privacy

Before lockdown, I was in a shop where an elderly woman and her daughter were trying to get to grips with a video call on her smart phone. I needed something for my next appointment and wasn’t hanging around, but even in those few seconds, it became clear it was the woman’s GP and they were discussing her bowel trouble and the possibility of a colonoscopy.

I don’t know if it was an arranged call or who called who, but it was embarrassing for the woman and, whatever the issue, her health and medical conditions should only be discussed in private.

No one wants their personal information discussed in public like this and it would be extremely unprofessional for those in the queue to get into a shop to hear about changes or cuts you might be planning to make, or feelings about a particular member of staff.

Video nasty

I have had a few unexpected video calls during lockdown. I might get a few more on the back of this blog, but more than likely, they will be the red button. I wouldn’t walk into a meeting with a client without being prepared and wouldn’t do it on a conference call.

The person calling doesn’t want to see me move through the house to somewhere suitable to continue the conversation. Also, it’s unfair to share even glimpses of my family who expect privacy in their own home.

I have been on video calls in which people have answered doors or let pets out or receive a delivery. I know we all have to make allowances at the moment, but it doesn’t convey professionalism - seeing people’s ceilings and looking up their nostrils doesn’t make for pleasant viewing.

Future

Technology has changed the world before and it will again. It was a big factor behind the demise of Concord – businesspeople didn’t need to spend £8,500 on a flight to New York because they could do global deals from their office, using conference and video calls at a fraction of the cost and the time needed.

No doubt similar considerations will be made as companies re-evaluate the need for office space in a future that will have video calls at the heart of it.

Technology will make things easier, and almost like having a face-to-face meeting with someone, but you shouldn’t just call out of the blue. If you were back at work, you couldn’t just walk up to a colleague or into the boss’s office and start telling them what you wanted. They are busy doing other things.

In the same way, don’t be surprised or put out if people get hung up over your unexpected video call.

Think carefully about everything you post and share

Tue, 23 Jun 2020 16:49:55 GMT

‘Print-and-be-damned’ approach can lead to disaster

The launch of a new business has reminded me about the importance of accuracy and the danger of sensationalism.

The Mill is a new digital newspaper for Manchester, launched by Joshi Herrmann, a journalist who has worked for The Times, The Guardian, The Evening Standard and The Spectator. among others.

Issues

The Mill is not a traditional newspaper of record, such as the Manchester Evening News, Bolton News, or Bury Times. Instead, Joshi wants to focus on wider issues that affect people, and will deliver articles direct to inboxes.

He stresses that he wants to avoid sensationalism and chasing clicks and one of his first articles highlights the vital role journalists play in scrutinising what is happening around us and how it affects everyday lives.

Social media has turned us all into publishers, sharing amusing tales, photos and videos, recommending or criticising things, and sharing “breaking news” about crime, accidents and fires. But who checks if what is being posted is true? Is it fair? Is it legal?

Check the facts

As a journalist, before you share or publish anything, you need to be sure of the facts. Is what they are saying true? Does the picture or video really show what they claim? Do I have the right to use/share it? What happens if I get it wrong?

Accuracy is the most important lesson drummed into you from day one of journalism college, with the adage that if you can’t get basic facts such as names, addresses and areas right, how can people trust you with anything else?

Risks

Without all the facts, one person’s view of a situation could be unbalanced, incorrect or even dangerous, such as a recent incident near us in which a swan’s nest and unhatched eggs were senselessly destroyed. A man walking his dogs nearby was wrongly identified as being responsible and he and his family were subsequently targeted.

A colleague was once caught out by a couple who claimed to find broken glass in tinned baked beans they were about to serve their children. They complained that the supermarket they bought them from didn’t care and although approached for a comment, the company was struggling to find details of the complaint and wasn’t able to respond by the deadline. Once the article was published, and the supermarket got to the bottom of the claims, it turned out the store didn’t actually sell that brand and the woman was a former employee who had been sacked. She had used the front page of her local paper to get back at her former employer.

Scrutiny

The Mill’s article which demonstrated a need for scrutiny featured an incident at a Chinese takeaway in which a customer was filmed verbally abusing staff and damaging a protective screen brought in following the coronavirus.

A video of the incident was shared across social media and it was described as a racist attack. But Joshi’s journalistic instinct kicked in and he started by checking the facts, including when and where it happened.

His digging uncovered that the incident did not take place in Blackburn, as stated, and when he finally tracked down the Heywood takeaway, staff said that while the incident was frightening, the man was very drunk but had not been racist. Police have been involved and the matter has been dealt with by means of restorative justice – the offender meets the victim and apologises, tries to explain their behaviour, and usually pays for any damage.

Truth

Joshi got to the truth. The real incident itself isn’t as big a story as the social media headlines suggested – racist attack at Chinese takeaway at height of coronavirus pandemic.

But everyone who shared it as a racist incident, or commented along those lines, has potentially libelled the person in the video. They have accused him of racism – claims they would have to prove in court if the man took legal action and a position that would be difficult to defend as we know from staff and police that race was not an issue.

Every story a journalist writes must be accurate, balanced and legally safe. Over the years I have spent hours discussing articles - and even minute details of sentences - with the lawyers to make sure they are safe to publish. Sometimes, even altering a single word can be the difference between a great scoop or a costly day in court.

Few people on social media need to go to those lengths before posting, but it is worth taking a step back to consider what you are sharing, and especially the consequences of posting it.

It is no defence in court to argue that everyone else shared it, or that so-and-so said it so it must be true.

So please, don’t go down the “print and be damned” route. It rarely ends well.

Follow The Mill at https://manchestermill.co.uk/people/3289718-the-mill

That’s my queue to leave

Tue, 16 Jun 2020 17:17:33 GMT

Life’s too short to spend hours standing in line

I am organised and patient. But I am also efficient and like to plan things to make the best use of my time. I don’t mind queueing for a reasonable period to get something I need, but I will not line up for hours to get into sports and clothes shops or shopping centres.

Beating the queues

Delays have become the new norm with social distancing and most people have accepted that you can’t just pop in anywhere for bread or milk any more. And for now, browsing is certainly a thing of the past.

At the height of lockdown, we juggled our food shopping between deliveries and early-morning trudges to the supermarket. Standing outside Tesco at 5.30am is not my idea of fun, but it beats the much longer queues which snake through the car park as the day progresses.

As businesses start to emerge from lockdown, and people try to get their lives together, there isn’t time to spend hours queueing up – for anything. As social distancing was introduced and we basked in three months of glorious sunshine, queueing for an hour to get into the local butcher or chemist was almost a novelty and a reason to get out of the house.

But now, every effort has to be made to get businesses on the road to recovery. Clients and colleagues might have forgiven a Zoom meeting interruption by the family pet or young child, but as businesses get going again, “working” while bargain hunting for clothes is a step too far.

Delivering the future

During lockdown, I have ordered everything from dry-roasted peanuts to a new back door. Whether it was clothes or garden activities for the children, delivery times went out the window and things arrived when they arrived. Even office supplies were a challenge at times, with printer ink arriving without the paper.

But things settled down into some sort of a routine, which makes planning my day and my business a lot easier.

With my smartphone in my pocket, my business is with me everywhere I go and I can deal with emails, messages and calls when I am not at my desk. This means things can be done quicker and there is no backlog when I get back to the office.

But, whatever I may need from the shops, I cannot spend hours each day in queues. I need to focus on work and helping clients as they get themselves up and running again.

I also need services I can rely on and know that something will be ready when I need it. I obviously wouldn’t depend on same day or next-day delivery, but equally, I can’t wait two weeks for something I could pick up at a shop, albeit with a queue of at least an hour.

Things will never be the same after this pandemic and each day we see how changes are becoming the new way of life.

Queues will become a major part of that new life and we will have to find ways to adapt for the future, both at home and at work, to make the best use of our time.

Use social distancing to grow your business

Tue, 09 Jun 2020 18:11:43 GMT

Become a video conference pioneer to focus on success

Whatever your business, the U-turn over the reopening of primary schools shows that the aftermath of Covid-19 will be with us for the long haul and your new “business as usual” needs to be up and running now.

Economy

The government has been keen to reopen schools to more than just the children of key workers in order to get businesses open again, preventing further damage to the economy.

But is it safe? That has to be the most important test. Headteachers don’t think so, school governors don’t think so, councils don’t think so, parents don’t think so and now, it seems, neither does the government.

While the North West has the highest R-number in the country, it makes no sense to reopen schools. Scientists believe that children are largely unaffected by coronavirus, but strains of it and linked infections are reported to have been devastating to young people. And, as lockdown measures are eased, staff, teachers and parents are exposed to more risk as we start to move around again.

Now, Downing Street has acknowledged that not only are primary schools unlikely to reopen before the summer, secondary schools are likely to follow suit. No one will argue with putting safety first.

Changes

If the status quo remains, those who have coped for three months with video conference calls in the living room or from the dining room table – making allowances for all that goes with it – need to think of something less temporary. It’s time we started assuming this is going to be the norm for the foreseeable future, and make changes to embrace it, and not just put up with it.

Whether you run your own business or are an employee, it is vital to be professional, regardless of whether it is a phone call, video call, email or other text message.

Some people have clearly become whizzes with Zoom and Skype, managing to change backgrounds to disguise the household furniture, or making use of features such as sharing documents and recording meetings for future reference. Some have emblazoned their screens with company livery, while others have appeared sitting in space or in a desert.

We might also see a return to meeting people in person, even if it is wearing face coverings and touching elbows instead of shaking hands.

Second wave

As while we all try to cope with our new way of living and working, most people are hoping for a return to the normality of pre-March 23.

But as we edge forward, including the planned reopening of schools, the big fear is that a second spike in coronavirus infections and deaths and a further lockdown will do more serious and longer-term damage to the economy.

It makes sense, therefore, that businesses operate with social distancing at the core of everything they do. Some may even come up with innovative ideas that capture the imaginations of customers, or develop new products and services that would not otherwise have been conceived.

Throughout the pandemic, many businesses have still been functioning, even at a reduced rate. It is time to make the most of the technology available and put it to the best use possible.

Relying solely on websites and emails does remove the personal touch, which is why video calling will be key to success and future growth.

Soon after everything hit the fan in March, jokes about wallpaper, pyjamas and scruffy hair were commonplace on video calls.

While we don’t all need to become Spielbergs overnight, we do need to adopt a new way of working that is efficient, instils confidence in businesses and customers and, above all, is professional.

Is social media too social for business?

Tue, 02 Jun 2020 19:04:16 GMT

People still need to be professional online

Would you hire someone who connected online with a wave emoji or just fired a friend request at you? Is this how you would want them to represent your business?

Staying professional

Digital and social media are becoming huge parts of everyday life in the coronavirus pandemic, but surely when it comes to work, standards have to be maintained.

Whenever I have video calls with clients, or attend online group meetings, the approach has to be business first, conducted in a professional way, as if we were in the same room together.

It sounds cool to tell people you were in the garden, relaxing on a sun lounger while on a Skype call with a client, beer in one hand, mobile phone in the other, like something out of The Wolf of Wall Street.

But the reality is very different. Clients have to have trust and confidence in you, particularly in these difficult times, and I would not expect them to part with their hard-earned cash as they watched me top up my tan.

It is also difficult to concentrate fully and gives the impression you aren’t interested.

Etiquette

I recently attended a virtual networking group which was well run and organised, and I was made to feel welcome. The joining instructions and etiquette included dressing as you would for work and being in a professional setting, conscious of your surroundings.

Apart from anything else, it helped the meeting run smoothly as there were no interruptions or distractions, although one member was admonished for eating their breakfast in front of us. It’s not difficult to see why it wasn’t compelling viewing.

Dumbing down

Another instance that got me thinking about just how social social media and everyday life are becoming happened while watching the news the other night.

Gone are the days when news presenters had to deliver bulletins in perfect Queen’s English, but I was astonished to hear ITV News political editor Robert Peston introduce the latest Covid-19 programme with “wotcha”.

A tenacious and experienced journalist whose monotonous, nasally delivery makes him sound bored, Peston usually gets to the heart of the matter.

But launching a serious news programme about the latest coronavirus updates and restrictions as if he was trying to be “down wit’ da kidz” did nothing for his or the programme’s credibility.

Okay, try to engage with the audience, but who did he think was watching . . . Ali G?

Talking the talk . . .

That reminds me of someone I interviewed for a reporting job a few years ago. A white, middle-class young man in his early 20s walked into the office, flicked his fingers and announced “I iz here for da job, innit”.

I can’t remember where he was from, but he wasn’t the gangsta he tried to come across as. He was actually very well spoken, although quite cocky and, as I delved into his CV in the interview, he wasn’t really suitable. But, if he hadn’t swaggered in the way he did, he might have had the benefit of the doubt.

Social media is going to play a huge part in the post-Covid-19 world, but being too casual gets the thumbs-down emoji when it comes to business.

To go back to school or not to go back to school – that is the question

Wed, 20 May 2020 07:12:14 GMT

Some people need schooling about what teachers do

Safety

The debate about the reopening of schools centres around whether or not it is safe to do so.

Those in favour, including the government, argue that “the science tells us” children are less likely to contract coronavirus and are not super carriers of it, so reopening schools won’t lead to a rise in infections – and more deaths.

Those against reopening a week on Monday include many teachers, parents and local authorities who all feel the virus is not under control and will flare up again if quarantine restrictions are lifted.

It is an understandable position, but teachers are being criticised for being lazy, and just not wanting to go back.

Teachers have been working every day since lockdown, setting work through a variety of electronic means, and contacting pupils and families to make sure they are safe and well.

Those with students who were due to sit public exams face the mammoth task of working out what grade each pupil would realistically get in their subject.

Unsung heroes

Headteachers and senior managers have also been unsung heroes in all this as they face huge pressures to keep schools open for key workers’ children and, most importantly, keep everyone safe.

At this point, I should declare an interest. I am married to a teacher, I am a governor at two schools and have many friends and colleagues who are being pulled every which way.

But I am also a parent with children in primary and secondary schools. We have experienced the full extent of what has been referred to as “home schooling” and despite struggling to help with a variety of topics and questions, we have done our best to keep their education ticking over while, above all else, we have kept them safe.

But, I am not rushing to send them back to school. The reality is, neither of them is likely to set foot inside a school until September at the earliest, and that will no doubt involve a lot of social distancing, not only in classrooms, but also on the bus to and from school.

Education

Of course I am worried about their education and know they would do better being in school with their friends, being taught by qualified teachers.

But their safety – and that of everyone else – has to come first. That is the first thing we as parents expect from a school and, as governors and teachers, it is our duty to ensure the welfare of pupils and staff at all times.

If you follow the argument that children are less likely – not immune – to develop or pass on coronavirus, what happens when schools reopen and there are new infections? Presumably the school will have to close again, everyone will have to self-isolate for two weeks. That is far more disruptive and damaging than delaying opening when it is safe to do so.

Underlying conditions

And what about staff with underlying conditions such as asthma, or who have undergone surgery and other procedures? When will they be able to return to work and feel safe?

One of the major headaches for headteachers is that when schools do reopen, classrooms meant for 25-30 children and corridors and communal areas designed to fit in as many young people as possible can only hold a fraction of those numbers.

Social distancing means class sizes will be reduced to about 10 children in a classroom and there will be scheduled toilet and meal breaks to keep them apart from other classes – their friends.

Emotional wellbeing

Parents will not only be worried about children contracting Covid-19 in schools, there will be emotional difficulties caused by social distancing in what are normally close-quartered communities.

School leaders have been drawing up complex plans for social distancing and cleaning, which will change the way schools are run. One of the biggest issues is no one knows how long for. Will it be a temporary measure until a vaccine can be found, or should schools be considering costly major structural changes which will make social distancing permanent?

For those who can’t wait to send their children back on June 1, enjoy next week – it’s half-term!

Lockdown helped bring us together to mark special VE Day

Tue, 12 May 2020 17:34:32 GMT

Celebration was highlight of past two months

VE Day was a very moving and meaningful commemoration of the end of the Second World War 75 years ago - and a special moment of lockdown.

Focus

At a time when most people had spent eight weeks staying at home, trying to juggle work and home schooling, it gave us something to be truly grateful for and to focus on. It was a chance for us to step out of our isolation boxes and, from a safe distance, see people again, in a social setting.

The lockdown has given people time to consider the important things and many of us have been able to begin to understand and appreciate the sacrifice made during the Second World War, not just the millions of lives lost, but also the upheaval and the years of rebuilding countries.

And, like many others, our street did us proud. We are a friendly bunch and many of us have lived here for years – some since the houses were built in 1937 – but with the normal routines of work, supermarket and anything child related, the most we usually see of each other is a quick wave or hello as we head off in the car.

Community

As we went about our hectic lives, previous milestones have come and gone almost unnoticed. The 60th, 65th and 70th VE Day anniversaries didn’t bring us together like this one did. Even invitations for street parties to celebrate the Queen’s various jubilee celebrations went unanswered, the most recent being her sapphire jubilee in 2017, celebrating 65 years on the throne.

So it was even more special to mark this special occasion by coming together with our front gardens decked out with chairs, picnic tables, everything from snacks and sandwiches to barbecues, and a few drinks – it wasn’t a typical bank holiday booze-up.

The clouds disappeared in the early afternoon and the sun shone down on us as we remembered the special occasion, asked how everyone was, and also gave thanks for those putting themselves on the line today in the battle against Covid-19.

Closer

The ‘official’ street party was from 4pm-6pm, but many stayed a couple of hours beyond that. We all agreed it was an occasion that had brought everyone in the street much closer together. And, even though people had happily waved or said hello in the past, there were several names not known until Friday and we all discovered an interesting range of occupations and interests contained in our little part of the world.

You cannot choose your neighbours, but this has made us all realise how lucky we are to live where we do. The street party gave us the chance to appreciate what a nice street we live in and realise what we do for each other – even if it is just keeping an eye out for deliveries or anything out of the ordinary.

And to think . . . if it wasn’t for lockdown, it probably wouldn’t have happened.

As we packed up and said our goodbyes, we agreed we must all get together again when lockdown is over. Whenever it will be, it is something we are already looking forward to. And that probably will be a proper booze-up, bank holiday or not!

A chance to think about what VE Day really means

Tue, 05 May 2020 18:24:56 GMT

Millions made the ultimate sacrifice for our freedom

On Friday, we mark the 75th anniversary of VE Day – the end of the Second World War in Europe – and we still have plenty to be thankful for.

Loss of life

It was the deadliest conflict the planet has ever seen, with up to 55 million soldiers and civilians killed by fighting. A further 20 million people are believed to have died of disease and famine resulting from the war.

Each year, we mark Armistice Day as the main remembrance event, but the early May bank holiday has been moved to mark the special VE anniversary this year.

The surviving veterans, who will never forget the horrors of the war, are now all in their 90s or older, such as Captain Tom Moore, who raised more than £30 million for the NHS to fight the coronavirus pandemic.

Heroes

He has rightly been called a hero for his outstanding fundraising efforts for his 100th birthday, but was even more deserving of the accolade for his bravery during the Second World War. While many made the ultimate sacrifice, he and his fellow soldiers saw sights that wouldn’t be out of place in a horror movie.

Brave servicemen such as Capt Tom took on a vicious and ruthless enemy to secure the freedom we take for granted today – the restrictions we face under lockdown hardly compare to the six years of hardship and fighting our grandparents’ generation went through.

It is impossible to comprehend the scale of the loss of life on all sides, especially the millions of young men who lost their lives fighting for king and country. The families of those killed in action would not find out until days or weeks later that their loved ones would not return. In many cases, their bodies were not found or could not be properly identified, adding to the anguish of their families, who tortured themselves imagining the final moments of their sons and husbands in battle.

Generations

Both of my grandfathers fought in the Second World War. Neither liked to talk about what they had seen, especially with grandchildren who were of primary school age at the time. These were ordinary people, taken from ordinary life to face a fight to the death. Having survived, they and the rest of the world, tried to return to their ordinary lives – or as close to normality as they could.

This is why it is so important that events such as VE Day are remembered, especially when the time that has passed covers two generations.

The current lockdown has meant that large-scale, official commemorations cannot take place. And, had we not been social distancing, many people would have probably seen it as a day off work and, if the weather is good, an opportunity to enjoy a barbecue or trip to the pub.

But maybe lockdown will give us all a chance to think about what we are actually commemorating. We are remembering the brave souls who died fighting for their countries. We remember the millions of innocent men, women and children brutally slaughtered by the Nazis. We give thanks for those who risked their own lives to fight for our freedom.

While we may not be able to get Union Flags, bunting, party hats, etc, it gives us a chance to think about what we are really commemorating. Enjoy (more) time with the family, get out the barbecue and raise a glass or two, but please spare a thought about the true meaning of VE Day – Victory in Europe.

Deliveries will be a big part of the future of shopping after coronavirus

Tue, 28 Apr 2020 20:03:20 GMT

Firms of all sizes will have to change the way they operate

Social distancing will be with us for the foreseeable future. But has the coronavirus pandemic merely brought forward inevitable changes to the way we shop?

Deliveries only

While many businesses have temporarily closed and furloughed staff, those that remain open have had to adapt to social-distancing measures and introduce contactless deliveries.

This has been difficult for some, especially those that did not previously deliver goods to your door. But for those who had even a limited delivery network in place, it has now become the main way of working.

Even before the pandemic, the emphasis on retail was becoming more about convenience and speedy delivery of goods, with firms such as Amazon offering same-day delivery on certain items. Retail businesses with large premises continued to struggle, with more big names struggling on the High Street, such as Debenhams.

Convenience

It was all about making it easy for customers to choose – they could browse the internet at their leisure, find the best price and, a few clicks later, it is being dispatched, with real-time updates on delivery. Amazon was even trialling controversial deliveries using drones, which would completely remove the human-contact element.

Because delivery is the only way to shop for most goods at the moment, there is huge pressure on online businesses, with items out of stock and delivery times out the window. The plus side is that, unlike before the lockdown, there is little chance now that you won’t be in for a delivery.

Among the businesses near us that are currently offering delivery only, many say they are able to function because they are not currently staffing a shop and serving customers face to face, freeing up resources. They have had to move quickly to set up their delivery operation and, in most cases, it is ad-hoc, but it works.

Sustainable

We recently placed an order for fresh goods, giving a couple of days’ notice, and were told it could be later that day, but would realistically be the following day. Two hours later, there was a knock at the door and there it was. As with most of their customers, they knew we would be in!

The challenge will come when lockdown restrictions are eased or lifted. People who have become used to the local butcher, greengrocer or greetings card shop delivering will expect – and perhaps need – it to continue.

In order to both serve customers over the counter, as well as fulfil deliveries, bosses will have to consider taking on dedicated staff to deal with that side of the business. Many organisations would look forward to the opportunity to expand in such a way and access a previously untapped market.

As with online deliveries from supermarkets, it will not mean the end of people going into shops to choose what they want. It means businesses will have to offer a viable and sustainable alternative to meet demand.

When the restrictions are lifted and life begins to get back to normal, it will be a changed world we are returning to.

Businesses will have to adapt the way they operate and customers – many of whom may still have to work from home – will continue to need and expect deliveries to their door.

Coronavirus danger isn't there for all to see

Tue, 21 Apr 2020 16:23:02 GMT

People would be more careful if they could see the risks

Throughout the coronavirus pandemic, it has amazed me that people are still taking risks and even ignore social distancing altogether. A poster a friend designed for the World Health Organisation made it obvious what the problem is.

Understanding

It’s in our nature that we want to know how things work and why we should or should not do something. Few of us respond well to direct orders and, in all honesty, are probably more likely to act in defiance if we have just been given an instruction with little or no explanation.

When Boris Johnson first announced the UK’s social distancing measures, he did not use the word lockdown, didn’t force businesses to close and simply asked people to stay away from social settings.

The reasons given for the soft approach were that the longer people faced restrictions, the less likely they would be to comply with them and the government stressed that it also wanted to protect the economy.

But the warning and the tone of it failed to convey the seriousness or urgency of what we were facing. Had we been shown posters such as the striking ones my friend designed, the importance of social distancing might have hit home straight away and to a wider audience.

Hidden threat

The problem with the virus was that people couldn’t see it and couldn’t see the destruction it was causing.

The naked eye cannot see cancer or other viruses such as HIV, but we can see the damage and deterioration they cause as people’s conditions worsen and they eventually lose their battle with a disease.

But with Covid 19, due to isolation and quarantine – and because of common decency and respect for privacy – we have not publicly been shown the full effect this disease has on the human body. We have not seen – and nor should we see – images and videos of people in agony, struggling to breathe and, ultimately, dying.

As well as huge loss of life, the subsequent measures taken have affected livelihoods as well as people’s mental health.

The government also made mistakes, as highlighted in an excellent article in The Observer*, which highlights the lack of a long-term strategic plan to deal with an outbreak. To simply expect people to follow draconian rules to tackle something they cannot see requires a huge leap of faith.

And, as the dire UK weather improved just as restrictions were being introduced, many people simply made the most of it. And when people knew social distancing measures were about to become stronger, they packed pubs and restaurants to enjoy their final hours before lockdown, again exposing themselves to the risk of infection.

U-turn

When the government did finally step up its measures for delaying the spread of the virus, a lot of damage had already been done. With tens of thousands infected, and more than 17,000 already dead, the UK could be on course to have one of the worst Covid-19 records in Europe.

While most people are now playing their part in containing the outbreak, they look on in shock and amazement at reports from the US that President Trump is urging people to ignore the lockdown there and get back to life as normal.

I’m not sure whether my friend had Mr Trump’s likely response in mind when he designed one of the posters, but the message is clear and certainly very apt given the current situation. It is also a warning that needs to be heeded by the thousands who are flouting restrictions there. They need to realise the risks to themselves and others.

In a parallel universe, most children returned to school this week after enjoying their Easter break, with adults returning to work and looking forward to the next family break. The reality is somewhat different .

* https://www.theguardian.com/world/2020/apr/18/how-did-britain-get-its-response-to-coronavirus-so-wrong?CMP=Share_iOSApp_Other&fbclid=IwAR0hgMRR0K-PcSkTpOwTFRoryIwO5LWOdLbGMsD6NM9nA14rhjBGuK1CrNM

The positives to be taken from lockdown

Tue, 14 Apr 2020 20:29:40 GMT

What do you want to continue after epidemic?

I am an optimist and always look for the good in people and situations. But with the UK yet to experience the peak of the coronavirus pandemic, is there anything positive to cling on to?

Positives

Aside from the horrendous loss of life, nearly four weeks into social distancing, people are understandably longing for things to get back to normal. Despite the upheaval, there are definitely some positives to be taken from these unprecedented times, as well as some things we are better off without.

The first thing I noticed about the lockdown is people generally being nicer and more considerate to others. There have been countless acts of kindness towards front-line workers and their families, as well as help for those who have been forced to self-isolate and have been unable to get to the shops for essentials.

Traffic on the roads has been cut to a fraction of normal levels and the skies are largely free from planes as lockdown rules keep many people at home. There is no drone of motorway traffic that normally wafts in our direction and the dawn chorus is now songbirds rather than lorries.

This more sedate way of life is something that could benefit us all both in our personal and professional lives.

New way of life

Those still working have had to adapt to new ways of operating. While there have been teething troubles and anxiety caused by having to find workarounds, there is no rushing to get children to school, nor battling rush-hour traffic to and from work.

Once schools reopen fully and the kids set off in the morning, you are a few minutes from home, no commute to contend with and you can get on with six or seven hours of uninterrupted work. You are less stressed, happier and more productive. If it was sustainable, wouldn’t you want it to carry on?

When the dust has settled, companies will no doubt be looking at new ways of working, especially if they have large premises and overheads to consider. It might be a solution that suits everyone.

Worries

As positive as I am about life, there are some worries that cannot be avoided. I don’t like waking up each day worrying if I have a cough or fever. I don’t like queueing for food and essentials. I hate not being able to see the rest of our family.

And whether you are employed or run your own business, everyone is understandably worried about money and financial security.

Knowing that there is financial help available is a relief, but it won’t be until all businesses are fully operational again that money worries will start to ease.

Technology

During the lockdown, technology has come into its own, not only allowing people to work from home, but also to help them communicate with friends and family and to order vital supplies.

While it has been invaluable, it has also reminded me how preoccupied we have become with it. Before it became a lifeline, it was taken for granted that apps could replace human interaction in almost every walk of life.

As well as ordering goods and services online, we can also walk into fast-food restaurants, place, pay and collect your order virtually without speaking to anyone. Taxis can also be booked with a few taps on a smartphone.

In restaurants and pubs, friends and families would sit with their eyes glued to their phones, hardly saying a word to each other or those serving them.

While the crisis has promoted care and support for others on social media, I hope this continues face to face when the restrictions are lifted, and anti-social media is something I would be glad to see the back of.

Like everyone else, I can’t wait for things to return to normal. There is plenty I am looking forward to, but some things that can stay in isolation when this is all over.

What do you do to keep customers coming back?

Tue, 07 Apr 2020 17:08:27 GMT

Show people that you value their business

People talk about good customer service, but what is it that keeps people coming back to your business?

Put simply, giving a customer goods and services when they want them, at a fair price, and making them feel that a business values their custom is what will bring them back again and again.

Firms spend a lot of time, effort and money trying to get this right, from the number of rings a call must be answered in, to certain words you never use when speaking to customers, such as ‘no’.

Personal touch

All businesses have these sorts of policies as well as various strategies and contingencies, but it is the ones where the personal touch shines through that really stand out.

And this is what businesses need to shout about. There is usually very little to choose between most sales and offers on similar products. What makes a difference to the customer is who they can trust to deliver what they promise, and how they will deal with it if anything goes wrong.

Every company can go out of its way to help a customer as a one-off or launch an offer that is too good to miss. But that doesn’t happen every day. What customers do want every day is good quality, friendly service and a good price.

Keeping customers happy

Customer service is a bit like insurance . . . you don’t know how good it is – or isn’t – until you need it. You may have got a good deal, but will it deliver when the chips are down?

Things can go wrong for a business for a variety of reasons, many of which may be beyond its control, such as being let down by suppliers or couriers. But it is how it deals with those issues and make it up to the customer that really matters.

I recently ordered a chair online and it arrived the following day – three days earlier than expected. Fantastic.

When I put the legs on, one was considerably shorter than the others. Not so fantastic.

Return or refund

After briefly toying with the idea of fixing it myself, I contacted the firm to ask for a replacement or a refund. Either way, I didn’t want a faulty chair. After a brief discussion, a new chair arrived the following day and we could keep the original to do with as we pleased. So, with a bit of DIY, we now have two matching chairs for the price of one – and the second arrived two days before the first was due to be delivered!

When I bought the chair, I went for price and convenience. When it arrived faulty, I was expecting to have it in my living room for weeks until a solution could be found.

Now, I’ve got my chairs, the supplier hasn’t had the hassle of reclaiming and sorting out the faulty one and I’ve left a very positive five-star review.

I wouldn’t have planned it like this, but because of its fantastic customer service, it is one business I definitely would recommend.

Mental health is just as important as physical health

Tue, 31 Mar 2020 13:39:51 GMT

We're in this for the long haul - take things one step at a time

Faced with the global coronavirus crisis, mental health has become just as important as physical health.

Mental wellbeing is something people are now more able to talk about and, thankfully, feel they can ask for help without being seen as weak or “broken”.

But there is still a long way to go until the stigma of mental health is fully lifted and before proper help is readily available.

Worries

Before the virus reached British shores, we saw how the crisis unfolded in China and then across Europe. We knew fear and panic would set in. How will we manage? Do we have enough food? When can I get to the supermarket? Will there be anything left?

People worried about family members, especially the elderly or those with existing medical conditions. Would they contract this deadly disease? Would they survive it? If they don’t get it, how will they cope with months of isolation?

Small steps

For us, it was four busy and active people being confined to a box for the foreseeable future. Plans and everyday life go out the window and we are faced with months of uncertainty.

The best way to cope with this sudden and drastic change was to break things down and deal with them one by one. Take things a day, a morning, or an hour at a time.

We all need routines to get by, but it doesn’t matter if you do a few hours of work in your pyjamas, or if the children spend an hour on the trampoline before settling down to schoolwork. What matters is that you are safe and can do what you need to.

Financial concerns

As the number of cases and deaths began to rise, the shutdown of businesses created very real financial problems for owners and staff.

The government unveiled various measures offering financial support, but there were immediate, practical issues to worry about, such as “how can I pay for this week’s food?” and “I can’t pay my electricity bill”.

Wellbeing

If you follow the precautions, manage to avoid the virus and the financial situation is manageable for the time being, it is still easy for your mental health to suffer.

Working from home for prolonged periods is difficult at the best of times, but even more now when your family need you. For those still in work, there are worries about how productive they are, how they are seen by colleagues and bosses and, how long they can sustain it for.

And being quarantined amplifies worries and anxieties, especially as we face a long and uncertain road ahead.

People wake up each morning anxious about the day ahead. Do they feel unwell? Have they caught the virus? What will happen to them? How will their family cope?

Support

What has been encouraging and is making a big difference is people looking out for one another – family, friends, colleagues and neighbours calling, messaging and emailing to see how people are – it can be the highlight of the day.

Last week’s applause for NHS workers was the first time I had seen many of our neighbours in more than a week. It was reassuring, it was encouraging, it was . . . almost normal.

The comfort I take from all of this is we are all in it together.

It requires a deep breath and a leap of faith, but huge efforts and vast sums are being put into financial packages to help people through this.

“All” we have to do is stay home.

It’s not as easy as it sounds, but make sure you and your family are safe and have everything you need and make the most of your time together. You’ll all be happier and less stressed.

We spend most of our lives wishing we had time to do things. Now we do, enjoy it as best we can.

Look after yourselves and stay safe.

Put people first in coronavirus battle

Wed, 25 Mar 2020 06:00:27 GMT

See lockdown as an opportunity, not a punishment

In a world that has become ever more materialistic and self-centered, the key to beating the coronavirus is simple – put people first.

Your favourite pub or restaurant may be shut, you might not be able to buy your designer clothes or latest electronic gadgets. But, for free, you can save lives – by staying at home and doing almost nothing.

Ignoring advice

Yet, with daily reminders about hygiene, social distancing and shopping as normal, hordes went about their business as normal before Sunday’s lockdown, filling pubs, restaurants and shops, and continuing to stockpile what they saw as essentials – hand sanitiser, toilet roll and pasta.

Ahead of the Prime Minister’s daily news conference on Sunday were reports of packed beaches in Brighton and Bournemouth, and visitors flocking to parks, as well as those who couldn’t follow the advice and stay away from family on Mother’s Day.

Deadly disease

As we watched life carry on virtually as normal from our little box, I read a thought-provoking account of what happens when you contract this disease.

If you or someone in your family does come down with it and they start to deteriorate, when the ambulance arrives to take them to hospital, no one will be allowed to go with them.

The rest of the household must remain isolation and cannot go to hospital where they could spread the virus further.

Alone

The person who is in agony and having difficulty breathing will face the ambulance journey terrified and alone, before being admitted to hospital where they will again face a lonely wait for treatment while hoping to recover.

There will be no family to hold their hand and tell them they love them. There will be no comfort or moral support. They will be surrounded by equipment and medical staff trying to save their lives.

Should they deteriorate further and lose their battle against the disease, they will be alone and frightened, with no family by their side.

Those left behind will only find out after the event, having themselves been in isolation. Some may be able to visit hospital, but only be able to communicate through an intercom in a sterile relatives’ room.

Do the right thing

Faced with that prospect, how anyone can choose to ignore the medical advice is beyond me.

I could not bear the thought of losing a loved one in that way, nor would I want to be alone in hospital, awaiting my fate.

This is why taking the simple steps of staying at home, away from other people, is so important.

The key is to take a step back, accept what we need to do and realise that things are going to be different and that they will be this way for the long haul.

Schools have set work to occupy children but it is not set to a rigorous timetable. Parents do not need to become teachers. They need to help, support and reassure their sons and daughters.

Make the most of your time together, find a new hobby or learn a new skill. See it as an opportunity, rather than a punishment.

Put down the phones, iPads and laptops and learn how to deal with people properly again.

Please look after yourselves and stay safe.

Let people know how you are dealing with the coronavirus outbreak

Wed, 18 Mar 2020 06:16:42 GMT

Look after yourselves, your staff, and each other

We are nowhere near understanding the impact the coronavirus – Covid 19 – will have on people and businesses. We are only days into a crisis that will take months to unfold.

Tragedy

First of all, there is the human cost. My heart goes out to the families of those who have succumbed to the disease. Hearing how 88-year-old Darrell Blackley spent his final days in hospital, his family isolated in a nearby room with only an intercom to communicate with him brought home the reality of the situation.

This is not something happening on the other side of the world. It is on our doorstep and it was heartbreaking to think of a son cocooned in a haz-mat suit and being given 15 minutes to say goodbye to his father – days before he was expected to die.

Medical staff are doing all they can to get a handle on this contagious virus, but with the sheer numbers involved, the already-stretched NHS faces an uphill struggle. This is why we are being asked to comply with draconian measures to try and contain the outbreak.

Response

And while the headlines may largely have been grabbed by those stockpiling toilet roll, hand sanitiser and paracetamol, the response of businesses has been sobering.

The outbreak and medical advice has affected businesses of all sizes and the self-employed and family firms have been hit on both the commercial and personal levels.

Louis Vuitton’s parent company has announced it will switch production from perfume to hand sanitiser and the motor industry has been asked to collaborate to produce much-needed ventilators for hospitals.

Friends in the hair and beauty industry are seeing clients cancel in their droves and, although they do not get paid if they are not working, they have welcomed and supported people’s decisions.

Precautio ns

I had two meetings scheduled this week. Within seconds of Monday’s tougher advice from the government, I was on the phone to see if they wanted to cancel or reschedule. I was assured it is business as usual, with extra soap and hand sanitisers on standby. The boss has a supply of toilet rolls in his car to accommodate nearly 20 staff on site. This isn’t unnecessary stockpiling - you can’t compromise a million-pound order because you don’t have any toilet roll.

Shortly after returning from that meeting, I had a call from the second appointment to say they would be operating with a skeleton staff and we would have to cancel to protect their employees. Completely understandable. The decision has affected the productivity of their business and is not one they have taken lightly.

Help

The financial assistance offered by the government is a welcome intervention. It may not be ideal or make a difference to all businesses, but everything helps.

Ultimately, business owners have to look after the welfare of staff and clients, as well as pay the bills – while keeping a roof over their own heads.

But at the moment, businesses, customers and the people generally seem to understand and appreciate the decisions being taken.

Whether you decide to keep your doors open, provide a reduced service, or close, the vital thing is to let people know what you are doing.

If you are staying open, inform people of your hygiene regimes and how they can help – particularly staying away if they have any symptoms.

Likewise, explain why you have reduced services or taken the difficult decision to close.

Do not think people will assume it is business as usual. It is anything but.

Whatever you decide, please stay safe and look after each other.

Are you really working when you work from home?

Wed, 11 Mar 2020 05:48:25 GMT

Running a business from home isn't for everyone

The Corona virus outbreak got me thinking about the pros and cons of working from home. I am not in any way dismissing the huge and tragic effects of the virus, or the impact a lockdown would have on people, schools and businesses. These are just my thoughts on an issue that is ideal for some people, but not for others.

Last resort

Over the years, I have spent hundreds of hours working from home – either to get ahead with a large workload, or because of extreme weather – and hated every second of it.

I, like my colleagues, muddled through long and difficult days using short-term, ad-hoc systems to ensure the various newspapers hit the presses on time and websites were up to date.

It was not sustainable, and even during my daily 60-90-minute morning rush-hour crawl along 10 miles of motorway, I never thought I would be better off working from home.

Having spent long days in the office, I wanted to come home and unwind. The last thing I wanted was to associate home with work.

Different way of thinking

When I set up my own business last year, the priority was to bring in enough money to pay the bills and keep the costs right down.

I was not in a position to rent an office or even a room in an office, so I got myself ready to work from home.

Computer and phone were already there - I just needed to set up an area dedicated to work.

I am disciplined anyway and with by journalistic background, working to deadlines was never going to be a problem.

But I couldn’t take a chance of my business failing because I wasn’t fully committed to the it and my clients.

Discipline

I set my office hours and keep to them. It’s as important to switch off at the end of the day, as it is to be focused during working hours.

I wear a suit whenever I am working, even if I am not meeting clients. Whenever I leave the house, I am representing my business and I never know when the phone will ring and someone asks me to meet them in 15 minutes - hardly time to shower and change out of your tracksuit.

One of the major benefits of working from home is that I can be more flexible with my day. I’m not getting in at 7.30pm, seeing my family, having something to eat, then thinking about doing the supermarket shop. I can put on the washing, or pick up the odd thing from the shop, but, ultimately, it is a working day and the business comes first.

Pitfalls

A friend of mine who set up on his own after a senior role with an iconic British firm used to enjoy sharing tales of how he would wear his pyjamas all day, and how he secured a major client in the US while still in his dressing gown.

But he eventually found that what had been a couple of minutes to deal with the laundry became half-an-hour; the quick trip to the shops became an hour; being able to go to school plays became half a day, and so on.

Soon, his work ethic also slipped and clients threatened to leave unless things quickly improved. Now, he shaves, showers and puts on his work suit every day, does a full shift, and is earning more money than ever. I don’t begrudge him that one bit, especially as I still here his warning ringing in my ears.

Working from home was something I had never considered before but, if you are disciplined and professional, and it suits your business, there is no reason it cannot work for you.

Good manners are free - don't pay the price for being rude

Wed, 04 Mar 2020 06:45:06 GMT

Little things can make a big difference

Good manners cost nothing . . . but you could pay a heavy price for being rude.

I was brought up to always say please and thank you and to be polite to people. These are traits I hope I am passing on to my own children.

Rudeness

There is no place for bad manners and it annoys me when people are rude.

Don’t get me wrong, I am not above sarcastically saying “thank you” when someone doesn’t hold a door open, or “you’re welcome” when they don’t say thank you.

But it disgusts me when you see someone throw items on a counter at the checkout, ignore the cashier, begrudgingly pay and then disappear into their own little world of self-importance.

Hang-ups

Even worse is people who unload and their trolleys at the supermarket while on their phone the entire time, refusing to acknowledge anyone else.

If I ran supermarkets, they wouldn’t be served until they ended their call.

Rude customers are one thing, but businesses with surly staff will soon pay the price for their bad attitude.

People will rightly vote with their feet and go elsewhere, especially as customer service is the most important feature of any business.

Hi-tech trouble

Less obvious is the impact of rudeness – or apparent rudeness – in our ever-increasing reliance on technology.

Talking on the phone is like having a face-to-face conversation and you react to the tone, emotion and emphasis of the other person.

But in an email, text or instant message, you don’t get that feedback. So, while out of convenience you type “email the documents for the meeting”, rather than properly addressing the person and perhaps exchanging pleasantries, you could be creating a real problem.

Motivation

Coming across as rude and demanding will only put people’s backs up. If it is a customer, they will go elsewhere. If it is staff, it will demotivate them and you could find yourself with a grievance against yourself or other HR issues to deal with.

It is worth the few seconds it takes to type “Dear Jeff, hope it stops raining soon! Please email the documents for the meeting. Thanks”. Not only will it help avoid conflict, staff who are happy and feel appreciated are far more productive than those who feel undervalued.

It is just as important to reply to emails and messages, even if it is only to acknowledge receipt. A lack of response creates uncertainty about whether you have received it and if you have, what action you will take. It also annoys people if they have to chase you several times for a response.

You might be busy, but it comes across as rude and could cost you and your company far more than the effort it took to be polite.

As I said, good manners cost nothing. If it did, it would be money well spent.

Don't swear by it

Wed, 26 Feb 2020 16:16:28 GMT

Why bad language can be bad for business

Swearing is something most people do without thinking. You don’t have to go far to hear a variety of expletives coming out of the mouths of everyone from children to pensioners.

But what kind of impression does it give, especially in business?

A time and a place for everything

Bad language has to be taken in context. Exchanging four-letter expletives while telling stories and jokes with friends in the pub is one thing. Directing foul and abusive language at people in anger is another.

But the middle ground - the grey area - of people you have just met or are doing business with, is far less clear cut.

When it comes to swearing, I am no saint . . . but I’m no outcast sinner, either.

I wouldn’t walk into a room with people I had just met and start letting rip with the f-word, among others, as we talk about everything from the weather to my journey to the meeting. To me, that shows a level of disrespect.

Equally, people who have been talking to me who may have have started with s… or f… but sidestepped with a shoot or flip. I noted their restraint and appreciated their respect and professionalism.

Be professional

If you don’t know how people will react, don’t take a chance.

Even with people I know well, bad language can come across as unprofessional.

Some people can’t seem to help themselves and use swear words like other people use (or misuse) commas.

I was recently at a meeting with bosses from a variety of industries and was shocked when a female director began to describe some of the issues her company faced with language more suited to the football terraces.

I think my facial expressions hid my true feelings and everyone else in the room either displayed the same self-control – or they really weren't bothered by it. The fact that no one else joined in with the swearing carnival makes me think it was the former.

Put off

She was clearly very good at what she did and knew her industry inside out. But with each additional four-letter offering – and she got through most of them – I found it difficult to take her seriously. I wasn’t even interested in engaging in conversation with her.

It put me off her - and her company.

Perhaps it is like the company van that almost crashes into you because the driver is in a rush and you vow never to use them. If they drive like that, how bad is their service or product?

But is swearing any worse or better than someone turning up for a high-level meeting in ripped jeans and a T-shirt instead of a suit?

Am I being too sensitive?