Podcast by Gillian O’Neil from Moviecom.tv
Podcast by Gillian O’Neil from Moviecom.tv (www.moviecom.tv). Gillian gives an overview of the video channel and how it can promote your business globally using user generated content and affordable advertising. You can also watch to this on YouTube (www.youtube.com/6degreesnetworking).
Podcast: Play in new window | Download
The importance of good customer service by Andrew McRae from Context Interiors, Edinburgh
Andrew McRae kindly took a few hours out of his busy schedule to give a talk at our breakfast event at Centotre, Edinburgh on the 8 June. The importance of good customer service was the topic of Andrew’s 30 minute talk. Andrew is an architect at Simon Laird Associates and owner of Context Interiors, a homewares boutique in the Morningside district of Edinburgh.
Andrew McRae with his wife Alice at Context Interiors, Morningside, Edinburgh
While working at the city’s branch of John Lewis between 1993 and 2001 he learned that good customer service is a key factor in creating the right perception of the company. Today, quality customer service is more important than ever, especially since the internet and social media tools allow dissatisfied customers to vent their frustration. Such negative customer comments can undo all the years of hard work and expense that businesses spend on establishing themselves.
John Lewis’s approach to customer service and staff benefits made a big impression on Andrew when he started working at the Edinburgh store as a teenager. He has applied a similar ethos to his retail business, Context Interiors, and his work as an architect at Simon Laird Associates. Andrew worked at John Lewis part-time for eight years, starting while at secondary school, then during his studies at Edinburgh College of Art, and finally to help supplement his income while starting out as a junior architect.
During his time at John Lewis, Andrew was impressed by the store’s unique approach on everything from, the staff bonus scheme, regular staff training, the social events at the store’s bar and the hi-fi department. At the time they allowed customers to demo hi-fi separates before purchasing. The store’s vibrant social side was also significant, as it encouraged the strong team spirit.
Andrew is also inspired by other retail outlets, and was recently impressed by Richer Sounds, Edinburgh as the staff were knowledgeable and helpful. He approved of the sign at the counter, which reads:
1. The customer is always right
2. If the customer is wrong, refer to rule #1
While preparing to go on holiday he regularly uses the Trip Advisor website for reading reviews about hotels, restaurants and places of interest. On a recent visit to Dubai, Andrew was impressed by the very high standard of customer service, which made the holiday all the more enjoyable.
With online customer reviews on many websites, it is now very easy for a dissatisfied customer to vent their frustration or anger for all to see. Andrew explained that a few years ago while looking to buy a new car from a well-known outlet he immediately had second thoughts when he discovered bad reviews online.
However, should a business deliver good service consistently then it can breed loyalty and more business via word of mouth. This type of marketing is often overlooked by business owners, and yet there is no significant financial outlay. It only takes time and training to implement a customer service standard into a business.
Recently, John Lewis Partnership was named ‘Company of the Year by Scottish Business in the Community’. Its stores in Edinburgh, Glasgow and Aberdeen were praised for their sustainable business practice. The business continues to innovate, for example, the Edinburgh branch has a home design adviser, Toby Durant, who can visit your home to help you make the right choices with re-decorating or interior design.
Context Interiors meanwhile, won the category ‘Emerging Retailer of the Year’ at the Scottish Retail Excellence Awards. In August 2010, a second store will open in Cockburn Street, Edinburgh which will sell a selection of home accessories along with quality gifts and souvenirs. Andrew is also working to build the online business and increase the range of products available at www.contextinteriors.co.uk.
Andrew ended his talk by presenting the draw prizes of a Context Interiors gift voucher to Marc Jones form Ice Bomb Design and a Chocolate Library ‘book’ about Edinburgh Castle to Chris Thomas from One Accounting.
Business Quarter magazine launches in Scotland in June 2010
Business Quarter (BQ) is a stimulating quarterly business magazine brought to you by a bright, young publishing company Room 501 Publishing.
With a launch date of June 11 2010 BQ, will provide the inside track on what drives Scotland’s leading businesses, business people and entrepreneurs. BQ will offer a unique and refreshing mix of business news, commentary from leading business people and profiles of Scotland’s most inspirational entrepreneurs. With a unique style and attitude, BQ aims to get to the heart and soul of Scotland’s business people and find out what drives, inspires and motivates them towards their ambitions.
Each quarter BQ will also bring its readership a wealth of business intelligence and information, whilst looking ahead to forthcoming events and reporting on recent developments that will have a significant impact on the Scottish business landscape.
BQ Scotland will reach an affluent and influential audience of directors, owner managers, entrepreneurs and opinion formers across Edinburgh, Glasgow and the central belt via it’s carefully researched distribution model. 8,000 copies will be mailed on a named basis to a database that is constantly updated. The people on the database are in a position of influence within leading businesses across Scotland and include board directors of top companies and owner managers of leading entrepreneurial businesses. A further 2,000 copies will be distributed strategically to business centres, business hotels and business support and development agencies across the area.
To gain a further insight into our publication you can review the northeast version of BQ at www.bq-magazine.co.uk
If you wish to advertise with us please contact Alistair Fleming on 07818411195 or contact via Room 501′s website.
Business Quarter (BQ) launches in Scotland in June 2010
Podcast by Richard Thomson on how to network at events effectively
Podcast by Richard Thomson from TW Associates (www.twassociates.co.uk). Richard explains how to make the most of business networking events. You can also listen to this onYouTube (www.youtube.com/6degreesnetworking).
Podcast: Play in new window | Download
Podcast by Patricia Barclay on how Intellectual Property (IP) can benefit your business
Patricia Barclay from Bonaccord Eccose (www.bonaccord.eu) gives an overview of how business owners can apply IP protection (copyright, trademarks, licensing, patents, etc) to the various areas of their business, such as the company name, logo, methodologies, systems and innovations. In doing so, this adds value to the business and can create additional revenue streams.
Podcast: Play in new window | Download
Podcast by Gail Bryden on achieving your true potential during uncertain times
Whilst we may not be able to control the events that happen to us, we can choose how we respond. Gail Bryden is a Mind Body Coach based in Edinburgh, Scotland, UK. (www.yourtruepotential.co.uk). She empowers individuals to achieve their true potential by removing negative emotions, limiting beliefs and ineffective behaviours. This podcast can help you increase your awareness about what’s currently holding you back and inspire you to achieve your true potential.
Podcast: Play in new window | Download
Andrew Forbes from The Rhetorical Company explains how to get your message across effectively when speaking in public
In this podcast, Andrew Forbes from The Rhetorical Company in Edinburgh (www.rhetoric.co.uk) explains how to communicate your message effectively when speaking in public. Since only memory affects behaviour, Andrews offers advice on how you should use this to your advantage, along with other techniques, such as the regency effect. Andrew’s tips are practical for large audiences, small groups and one-to-one meetings with colleagues, prospects, clients, etc.
Podcast: Play in new window | Download
Podcast by Julie Barnett from Nuevo HR Partnering, Glasgow about terms and conditions of employment
In this podcast Julie Barnett from Neuvo HR Partnering (www.nuevogroup.com) Glasgow, UK gives an overview of terms and conditions of employment. Some of the topics discussed include: types of contracts, intellectual property, staff handbooks and smoking in the workplace. Please note that the regulations discussed relate to Scottish employment law.
Podcast: Play in new window | Download
Moira M Beaton on speaking to market your business
Communication and public speaking coach Moira M Beaton gave an overview of her recommended methods for preparing and delivering a presentation. These videos were recorded at our Edinburgh lunch on the 25 March 2010.
Know your audience (part 2/13)
How to structure your talk (part 3/13)
Use the power of three (part 4/13)
Record yourself speaking (part 5/13)
Transcribe your talk in advance (part 6/13)
Don’t be word perfect (part 7/13)
How to deliver your talk (part 8/13)
Avoid ending with questions (part 9/13)
How coaching can help you improve (part 10/13)
How to deal with nerves (part 11/13)
The right role for PowerPoint (part 12/13)
Using eye contact effectively (part 13/13)
Nuevo HR – terms and conditions of employment – getting it right first time
Julie Barnett from Nuevo HR, Glasgow explains the importance implementing staff contracts and handbooks correctly at the outset. This presentation was recorded on 2 March 2010 at The Restaurant Bar and Grill Glasgow.
Introduction to Nuevo HR (Part 1/13)
Introduction to contracts of employment (Part 2/13)
Type of contracts of employment (Part 3/13)
Written and verbal contracts (Part 4/13)
Statement of particulars (Part 5/13)
Standard contact of employment (Part 6/13)
Intellectual property (Part 7/13)
Clause for returning an over payment in a salary (Part 8/13)
Short term working (Part 9/13)
Contractual benefits (Part 10/13)
The importance of staff handbooks (11/13)
Employee rights at work (Part 12/13)
Smoking in the workplace (Part 13/13)