The Chamber

Are you an ICT technology company? If so, you have the opportunity to attend or exhibit at TechnologyWorld07. This is a premier event for leading UK and international ICT businesses and universities.

Whether you work in supply chain, R&D, product and service supply, mobile, wireless or broadcasting or any other ICT field, TechnologyWorld07 is for you.

The venues this year are:

Ascot Racecourse, Ascot - 5 June 2007

Hinxton Hall, Cambridge - 7 June 2007

Showcase your work, meet with delegates from major international companies and attend a series of seminars. Find out more at www.technologyworld07.com or download this TechnologyWorld07 flyer [PDF].

The extent to which flexible working is provided by employers in the UK has been unveiled in a groundbreaking new report by the British Chambers of Commerce.

‘Work and Life: How business is striking the right balance’ provides the first overview of what British businesses are actually doing to meet the work life balance needs of their employees. There is an assumption amongst politicians from across the political spectrum that business has to be forced to be flexible through regulation yet this research turns perceived wisdom on its head.

Amongst the key findings are:

·     89 per cent of the businesses surveyed provide their employees with some form of flexible working.

·     72 per cent offer part time working; 69 per cent offer variable working hours; 38 per cent offer working from home.

·     71 per cent of employers believe that there has been either some or a significant improvement in employee relations as a result of offering flexible working

·    60 per cent of employers reported some or a significant improvement in staff retention

·    58 per cent of employers reported some or a significant improvement in productivity

Interestingly, the reason why politicians may seem so keen to regulate is the fact that businesses are poor at celebrating their own achievements. As many as  84 per cent of respondents do not have a formal written ‘work-life balance’ policy, helping to explain the perception gap that exists between what employers are actually doing and what politicians assume they are doing.

The reason that employers gave for not offering flexible working shows the folly of trying to impose a one-size fits all approach on business:

·     56 per cent highlighted the difficulty in achieving business growth with a reorganised workload and resources.

·    32 per cent cited a desire to be fair to all employees

·   21 per cent cited the administrative burden of new policies as being a barrier to providing flexible working

Instead of legislating it is clear that businesses need practical guidance about how they can work more flexibly at low cost.  Without the HR support that large firms have, SME’s need business support schemes tailored specifically to their needs.

Sally Low, Director of Policy and External Affairs at the British Chambers of Commerce, said:

“This report clearly shows how disconnected politicians are from the reality of the UK’s workplaces.

“Business is well ahead of the current debate. The overwhelming majority of respondents to our survey are embracing flexibility because they understand clearly the benefits of providing flexible working to their employees, reporting improvements in employee relations, staff retention and productivity.

“The debate now needs to shift away from what employers are not doing to focus on what they are and try to identify the real barriers to greater flexibility. Those who aren’t providing flexibility for their staff lack the management confidence to restructure the way they manage their staff, only advice and support will rectify this while further regulation will impose a needless and onerous burden”.

Liverpool Chamber’s travel and policy guru Steve Pearse was a guest on Radio Merseyside’s business slot this week.

Amongst the topics he talked about where:

• the new arena and convention centre
• the countdown to smoke free
• the forthcoming transatlantic flights
• the need for renovation of parts of Lime Street Station.

You can listen to his interview here. [MP3, 5MB]

On Wednesday,2nd May, it’s only 60 days until the Smokefree legislation becomes the law in the UK.

If your business is still uncertain how you are going to implement this legislation, there free resources specifically designed for businesses including information and guidelines online at the Smoke Free website.

This includes copies of guidance, compliant ‘no-smoking’ signage and other supporting materials to download or order. The website also includes smokefree case studies

You can also register to receive email updates to help you prepare for England becoming smokefree on 1st July 2007.

Want to Quit?

Chamber members Renewu are offering 10% discount for Chamber members on their non-invasive, drug-free and totally painless therapy called Bioresonance which claims a 90% success rate, for further information visit www.renewu.co.uk or call 0151 702 9000.

We often approach complaints with a feeling of dread. We don’t like dealing with customers who are unhappy, dissatisfied, angry or emotional. Yet however good we think we are, occasionally we are left with a customer who has you in the firing line!

Customers tend to tell other people about poor service rather than complain directly. So try to look at any complaint as a gift wrapped opportunity to put things right – your “moment of truth”.

Think about …

What happened the last time you dealt with an angry or upset customer? Did you:

• shrink away from these emotions
• defend your “position” and give detailed excuses
• hear yourself saying (a quick) “I apologise for that”
• move swiftly back to the facts of the situation and away from emotion

Even if you were 100% accurate in the factual way you dealt with the situation; this was unlikely to have turned the customer around and you may have asked yourself: “What went wrong there?”

Why this happens

The reason is you dealt with FACTS and not FEELINGS. Our tip today is to deal with:

FEELINGS before FACTS

Here is the basic recipe:

1. Empathise by acknowledging the anger, frustration, unhappiness etc
2. Show you understand Impact! - inconvenience, disappointment caused, damage done etc
3. Offer a real apology; “I apologise for the________ “ (be specific about what you are apologising for)
4. Ask for permission; “I would like the chance to put this right”
5. Ask Questions! Let the customer talk – use two ears and one mouth

The customer will naturally move away from red hot FEELINGS into cool blue FACTS and you can now have a rational conversation about the way forward without the roof caving in.

Join our campaign for great Customer Service

Email us at info@noguru.net to receive a free customer service article/tip every month that you can immediately apply to your business.

We will also give you the opportunity to attend our dynamic workshops including:

“How to turn Complaints into Compliments”

Also, we would like to hear from Liverpool businesses about your experiences - as a customer and a provider.

• What causes you problems?
• What would you like to see more of?
• What would you like to banish?
• How do YOU turn complaints into compliments?

Good luck with your customer service and remember to deal with FEELINGS before FACTS.

John Drysdale
Director
John.Drysdale@noguru.net
No Guru Ltd

Not your average business support events!

There’s nothing worse than going to a business event where you come away less inspired than when you arrived. That’s why the Northwest Regional Development Agency (NWDA) have invited business presentation specialists, Junction YK, to introduce the latest technology and internet solutions that are bringing major benefits to companies, in all industries, today.

There are two How ‘Intelligent’ is your Business? morning events taking place in Merseyside:

Thursday 10 May 2007 from 9.30 am – 12.00 pm at TATE Liverpool, Albert Dock, Liverpool, L3 4BB. (creative sectors)

Friday 18 May 2007 from 9.00 am - 11.30 am at Village Hotel, Pool Lane, Bromborough, Wirral, CH62 4UE. (relevant to all businesses)

Using a combination of presentation, video, animation, live interviews and audience interaction, each event introduces some of the latest tools which businesses are using in an open, impartial and jargon-free way.

Each event is packed full of real examples from businesses, which demonstrate how:

• Scriptwriter and film director Fiona Maher significantly increased her profile with MySpace and YouTube
• By supplying its workforce with handheld computers, Wallasey-based drainage company, Auger Solutions, has dramatically improved its customer service and increased productivity
• An upholstery designer reduced phone charges by over £1000 a month by making phone calls and holding video conferences with overseas clients and manufacturers over the internet
• A microbrewery has increased sales by selling over the internet offering an efficient, 24 hour service to their customers and reaching into a wider customer base
• A wholesale greengrocer saved £70k in operational costs with an online order placement system for customers

The presentation is backed up with an exhibition of suppliers and advisors, so you can find out exactly how to exploit the opportunities you think are right for your business. Breakfast will be served at each event.

Nine events have already been held in the North West, and this is some of the feedback from the delegates…

“It has opened my eyes to new and future technology”

“Very relevant and brought to life superbly with video case studies”

“Excellent formula, content and networking”

So, get inspired at the How ‘Intelligent’ is your Business? event and make sure you keep up to date with the latest ‘intelligent’ solutions.

For further details and to book online, visit www.intelligentbusiness.org now!

Last year Royal Mail changed the way in which mail was priced. They adopted a new pricing system, PiP, based on the size and weight of mail. PiP is meant to take into account the physical size of mail to determine postage prices. Royal Mail argued larger envelopes cost more to sort, handle and deliver and this should be reflected in the price of postage.

At the time of implementation, Royal Mail estimated 80% of mail would not change in price – in practicality what has actually happened?

The British Chambers of Commerce is conducting a snapshot survey to establish whether postal costs have indeed remained unchanged or if businesses have been subject to a further rise in their cost. The survey itself is only 13 questions long - of which three are ‘identifying’ factors and so should literally only take 3 minutes to complete. You can fill it in online here.

For those wishing to complete a hard-copy please print out the survey and fax back to June Davies on 0151 236 0121. The survey will close on 18th May 2007.

If you have serious concerns over the financial impact of PiP and wish to be a named case-study in the publication of the survey results. Please contact june.davies@liverpoolchamber.org.uk

Liverpool Chamber has been asked by Merseyside Police to pass on a warning about a recent increase in commercial robberies:

“At present we are having a few issues with commercial burglaries across the city, just to emphasise that this is not just occurring in the LCDP area. The method used often entails a lone male asking to wait in a reception area for a friend or stating they know someone in the building. There is also a problem with tail-gating through secure access doors. In other cases a lone male has been found wondering into areas they shouldn’t be in such as staff rooms. This has led to a number of thefts, in the main handbags, mobile phones or laptops.

This is quite a blatant way of stealing and could easily be avoided if staff are a little more vigilent.”

We urge our members to heed this advice and keep their property safe.

Don’t have nightmares!

The Suites Hotel offers guests an original concept, unparalleled in the North West. In the unique all-suite hotel, state of the art technology brings the business traveller exceptional working facilities in the comfort of their very own ’suite’.

Business delegates will enjoy their stay in a choice of 11 high-tech, high-spec conference rooms or 80 personal “suites” – with each guest room complete with an innovative communications area featuring e-mail and internet access and even video conferencing and fax facilities.

Due to the success of the Suites Hotel, Suites are announcing an extension consisting of 20 new executive suites offering all the facilities that you expect from the suites plus many more including:

• LCD Televisions
• Wireless Internet connection
• Fridges
• Bathrobe & slippers
• Turn down service
• Larger bathrooms
• Duvets

The Lindon Suite

Plus a Presidential Suite which is a 4 room suite, with a bedroom, bathroom, lounge and dining room. This amazing suite includes all the above plus lots of extras including:

* 4 plasma screen TVs

* iPod docking station

* Programmable lights and music

* Jacuzzi bath

* Walk in shower

* Private dining for up to 6 guests

* Interconnecting suite

* Stand alone Sky channel

All new rooms will be available from September 2007

For more information please contact Reservations on 0151 549 2222 or visit www.suiteshotelgroup.com

Suites Hotel Knowsley
Ribblers Lane
Knowsley
L34 9HA

Email: sales@suiteshotelgroup.com

Concern about how many dyslexics have suffered for years without help is at an all-time high. Fortunately many schools and colleges are already making themselves ‘Dyslexia Friendly’ and the City Council’s Children’s Services are on track to be the first in the UK to achieve Dyslexia Friendly status.

Liverpool Dyslexia Association is launching a campaign to help create the first Dyslexia Friendly City. They are contacting Liverpool’s businesses and organisations to help them improve life for their customers and employees.

Dyslexic people are a massive pool of talent and are a significant group of potential customers for your goods and services. If your business or organisation is Dyslexia Friendly these people are more likely to choose you! Fortunately, being Dyslexia Friendly does not need to have an enormous cost since small changes can make massive differences!

As a first step in planning our campaign we need to know what the city’s businesses and organisations know about Dyslexia. This will to help decide where to put efforts and resources.

Please will you help?

•    Go to www.dyslexia-northwest.co.uk/ldasurvey/ to complete the survey online.

•    You can also download and print the survey from the same website. This can be completed on paper and returned by FREEPOST.

•    Contact us by FREEPOST, email or telephone and we will send you a paper copy which can be completed and returned by FREEPOST:

LDA Survey,
FREEPOST NWW5249,
St Helens.
WA10 3BR

Email: ldasurvey@box42.com
Telephone: 08453 700 442