Children in Need walk ..

Today I did a charity walk from the B&Q chorley store to my store in Preston, via Bamber Bridge as part of B&Q's 1 million pound pledge to Children in Need. There was 13 of us in total, including Pudsey (AKA Paul Ainsworth) himself. The day started with everyone in good nature and looking forward to the challenge of walking almost 13 miles through the heart of Lancashire. For some more than others it really was a challenge and that became evident as the day progressed. Every time I do an event for charity, I always feel very humbled to be asked to take part and this was no exception. The weather did its bit for us and the dreaded rain that was forecast stayed away. It was a bright and breezy day, with a chill in the air but once we were on our way it soon warmed up, especially for Pudsey.

We got lots of support along the way and a lot of drivers and people we walked past stopped to donate and give Pudsey a big hug of course. We saw mothers and fathers walking with children and seeing their little faces light up when they saw Pudsey and gave him a big hug made us all smile so much and gave us the morale booster we needed to carry on walking to help other children who need our help. One of the best moments of the day was when we walked past a Primary school and all the children were on their break, when they saw Pudsey they could not contain their excitement and all went a little bit crazy. Good luck to whoever had to teach them this afternoon.

We didn't quite get a huge welcome party at Bamber Bridge when we got there, but alas it was time for a quick pit stop and chat to to some of our colleagues who worked there. We then had a bit of a lunch break at Morrisons where unfortunately Pudsey had a bit of an accident and walked straight into a ballard, Clumsey Pudsey :P. But like a true professional he carried on waving to his adoring crowd and we all collected a bit of money from the shoppers there. I don't think the Dogs Trust were too happy, but hey you can't compete with Pudsey.

The final stretch and 2 miles from home, well my store anyway and a nice woman pulls up and donates £40 and wishes us good luck on the rest of our journey. Some people were clearly struggling at this point but they carried on and that womans generosity gave each and every one of us the determination to get to the end.
After a long walk up London road, we were almost there and rang ahead to let our colleagues who were working know. I don't think anybody has ever been so happy to see a B&Q as much as us before and outside we had a big welcome party with champagne to congratulate us on our efforts of the day. I just want to say from everyone who walked if you were one of the people just giving us a pip on the road or waving at us and donated on the walk thank you very much you kept us all going today. Thank you to everyone else who has kindly offered to sponsor us and if you haven't yet, it is never too late :P

         

(Lack of) Customer Service

Today, the blog is from my happy go lucky friend, Colin...

My blog for Stewart today is formed all around customer service, namely from two pretty large companies in the UK - one of them is EE (the people who employ Kevin Bacon to do ridiculous adverts), and Santander (who employ wealthy athletes such as Jessica Hill-Ennis and Lewis Hamilton to sell their already huge product).

I understand that large companies are primarily there to make money in order to keep their shareholders, yet I am disappointed and disheartened at how low these companies appear to value customer service. We'll start with EE.

EE boast to be the largest mobile phone company in the UK, this I believe is true after T-Mobile and Orange merged their UK operations. They are also the first company to bring 4G into the UK. With access to smartphones and our desire to Facebook / Tweet / Surf the internet, speed is everything. Imagine my surprise when I was unable to get 4G access, and struggled with 3G access in both Coventry and Birmingham - both 4G cities (Birmingham being one of the cities that first got 4G). I tweet and surf the internet a fair bit and this was a little frustrating. For the avoidance of any doubt, this was not a momentary glitch, but lasted for several hours! Couple in the fact that I pay around £46 a month for the privilege of such service I was / am understandably a bit disgruntled.

Social Media (particularly Twitter) is a very powerful tool in terms of communication. It allows individuals to communicate with large national and multi-national companies, and pretty much anyone can see a Tweet, thanks to the power of re-tweeting, quoting and (if you really want to get your message across), by "Promoting" the tweet. With this in mind, you'd think that large companies would do all they can to minimise any negative PR showing up on Social Networks. Some companies (such as Northern Rail, PaddyPower, and London Midland) are very good at this - they have a large customer base and work hard to diffuse any complaint - occassionally with humour, but always with information and handy advice.

Not EE. I've complained to EE via Twitter a few times over the past couple of weeks, and their response has been nothing short of disappointing. All they do is say that they look in my account, and cannot find any issues. Fair enough.
So, why do they not look at #EE on Twitter, to see what other customers think? In my brief searches, I have found people to have the same issues in relation to connecting to the internet via 4G (or 3G if you're not so lucky). However, I do not see EE trying very hard to rectify these issues, and I'm unaware as to whether they're working to upgrade their network. A little less money on Kevin Bacon, and a little more investment in the network would do nicely, because at the moment I, for one, won't be renewing my contract with them.

Now, onto Santander. I affectionately refer to them as the 'Wank Bank'. Primarily due to how awful they are.

I went into a Santander branch in a small Northern City and asked for them to transfer £100 from my account into another. Fairly basic. But the hitch was that I wanted it done the following day. No problem the very nice chap said and he assured me it was done.
Fast forward to today when I receive a text from the intended recipient, stating that the money had not gone into her account (despite the Santander man's assurances it would do!). This means I've got some digging to do, not ideal after coming off nightshift. A quick phonecall to Santander's complaints department, and another very helpful chap informed me that the cashier had not in fact sorted the transfer as requested, but instead set up a one monthly standing order. Not what I asked for.
Understandably, I'm not very happy at this. I appreciate that £100 may not seem like a lot of money, but it is to me. I asked the complaints gentleman if I could put a complaint in against the cashier, mainly due to incompetence. To my utter disbelief, I was told NO! Apparently, I've got to go into the store and make the claim to the branch. (How this can lead to an impartial investigation if necessary is beyond me...). Being tired and feeling slightly grim, I didn't bother arguing the toss about the point of an investigations department that didn't handle any complaints from the customer at the first point of contact. But I digress.

So, again, I took to Twitter to have a bit of a whinge about Santander. Within minutes, I had a reply stating that Santander "are absolute bastards". Good start. The same person also told me that Santander refused to give him Ombudsman details, and failed to follow up his complaint. Again, not great for the PR of what is one of the largest banks in the UK.
Santander, in their defence, have gotten back to me, but I am not expecting a positive outcome to this. Their customer service is appalling, in my view highlighted by incompetent staff and an investigation department which doesn't handle complaints!

All I (and many other's want) is decent customer service. We pay enough into these companies (be it via phone bills or by our wages going into our bank accounts), and the service we get is simply not good enough. Something has to change!

If you want to hear more from Colin, you can follow him on twitter here @C_S1991. He is also growing a poor attempt at a moustache for movember so feel free to sponsor him here http://uk.movember.com/mospace/7904309.

What if money were no object?

Today I watched this video after a friend shared it on twitter.

A little background info: Alan Watts is a British-born American philosopher best known for bringing Eastern wisdom into the Western world. 

Obviously, as you can see I was inspired to write this blog after watching this video. It also sort of ties in with my previous blog (What shall I do now?) The concept of money not being an issue in life is certainly a strange one to most people. For me, money has always been an issue. I come from a very working class background where money was always short in my house, but we got by on the little money we did have. I got a paper round when I was 13 and suppose I have been in some sort of work ever since. That would make 13 years work experience, wow I feel old! Anyway at school I did well and was offered a place to study A levels at my sixth form but there was just one problem, money...

 I didn't go to sixth form but instead joined the army which I had always been fascinated with and if I'm honest seemed like a much more exciting option than doing my A levels anyway. I was earning more money than I have ever seen in my life and training to be a soldier all at 16!. I talk more about this in another blog (War, What is It good for? ). For me at that point in my life I suppose money wasn't much of an issue. All my accommodation expenses etc came out my wage before I even noticed them, I'd bought a car out right and could easily afford the things I wanted to buy. In terms of other jobs the army wage is quite modest but I was doing something I wanted to do without thinking about the money.    

Since then I have had jobs I have enjoyed, but It has always been about the money and doing the job as a means to survive and get by. That is part of the reason I eventually came to university and got a degree. But now I seem to have come full circle and find myself asking what would I do if money were no object? Well, I was speaking to a friend last night and we were discussing my future career and she assures me I will be running B&Q one day and I love it more than I want to admit. It is true, I do have huge passion for the company I work for and some great ideas on what it should do to grow in an international marketplace, the only problem is I work in my local store not in head office. Kevin, I know you are only just settling in to your new role as CEO but if by some miracle you are reading this please sort me out a transfer onto your new team.  

So for me I suppose the answer to the question is I want to be in a position where I can use my degree and experience to its full potential while helping others. I have a degree in International Business with Philosophy and 13 years work experience in a variety of industries (including my local paper shop!). If anyone reading this knows of any jobs where I could use that potential, then let me know. 

Oh yeh, it must pay good money of course :P ...       

 

Are you a dictator or a leader?

What have Benito Mussolini, Adolf Hitler and Saddam Hussein all got in common? They are all famous dictators I hear you say. Well yes, but the point I want to make is that they all led by using fear. If you were different or spoke out against these people you were duly dealt with. Now unfortunately, there are some world leaders still in place across the world with these sort of ideals but I will save my opinion on them for a different day.

What I am struck by is how similar some peoples management style is in various companies to those leadership styles of Hitler, Mussolini and Hussein. I have friends, and work colleagues who have worked in a variety of jobs. the fact that this type of style still happens in workplaces is shocking. I know of one retail company where a manager would "take you outside" if you had a problem and fights were a regular occurrence. Many more where the words "sack that person or you lose your job" are used far too often. They lead by using fear to oppress their workforce into doing a good job but have no respect from their staff. It is still the case that in many organisations that these people in authority have been at a company for years. Their managers previously have been nasty, on a huge power trip and a little bit lazy so they chose to lead like that but are maybe a little nicer. Well that is where the system is flawed, if you want to get the best out of any staff under your control it is about respect and treating them as your equals. That way people will want to come to work every day and do their best for you and in turn your performance as a manager will also improve because you are getting the best out of staff.

In life I think the best managers I have worked for have been those who lead by example. But it seems in some circles this is frowned upon by other managers. Now, what would you prefer? A person who gets stuck in and helps you with your job etc and does their management stuff as well or somebody who just seems to be sat in an office or standing around telling you what to do, when half the time they could've done something themselves quicker. It is a respect thing too, If you see somebody in charge of you etc working their arse off to make a difference than you will respect them a lot more than if it is you and your colleagues running around while they shout out the orders.

I am inherently English and very proud to be so but the best portrayal of leadership I have seen was Mel Gibson playing William Wallace in Braveheart.

 "They may take our lives, but they'll never take our freedom!"      

What shall I do now?

I finished university in May and since then I have had plans to start a postgraduate course which fell through and so I find myself here. But where is here exactly? Well throughout my time at university studying I was lucky enough to have a job. For the past 3 years I have worked at my local DIY store, mainly at the weekends until recently. Now I find myself working full time hours there which obviously means more responsibility and more time spent there. I have always tried to do my best at work, especially when it comes to helping the customer. But since I have started full time I have been noticed more in doing a good job at work and appreciated by more colleagues. I have even been chosen along with 6 others to go to a trade show in Lille at the end of this week. But thats for a different blog. 
At the end of the summer in Malia, I did some soul searching and decided that I want to help people. The problem is I don't know where that is going to take me. I have a degree in International Business & Philosophy with an interest in just about everything. The choice that appealed to me the most at first was to be a teacher and help change the lives of young people. But whilst studying my degree I really liked the HR modules I did and helping people progress their career and  development seems also very interesting to me. The dreamer in me wants to change the world, so maybe a job in the Civil Service as a Diplomat is the right step to take? My current job is advertising for an "Aspire" programme to become a trading manager after an intensive 6 month course. I am currently applying for it, because strangely enough I actually enjoy my job. Its different everyday & I get to help people. Most of the people I have worked with over the past few years have made me have more passion for home improvement and our little store. Many graduates I know don't have a job at all so I know I am in a fortunate position to be able to apply for something like this. I am still not changing the world, but I've got the rest of my life to do that, right?