Looking back to 2011

At the start of the second week of 2012, there will be plenty of New Years Resolutions that have already been broken (it’s almost as traditional as setting the resolutions in the first place).

This January I am going to take inspiration from the Roman god ‘Janus’ who is said to be the ancient god of doorways and beginnings.  Janus is usually represented as having one head with two bearded faces back to back, looking in opposite directions (one into the past and the other into the future). So in my first blog post of the New Year I shall be looking at the highs of 2011 See a photo of me this time last year.

My next blog will look forward to 2012.

2011 Best Bits

January

• Spent a fantastic week in France with family and friends, lots of cheese, wine and snow!
• Also published my first range of Greetings Cards – see blog post here. 

February

• Spent a wet Sunday afternoon learning how to decorate cup cakes.  My blog post has photos, but I did this for several reasons, a) to take time out for myself, b) to see what all the fuss was about with cupcakes and c) to meet some new people. A bit of fun, but the enjoyment far outweighed the cost and time out of my day.

March 

• I raised £270 for the Julian House ‘Big Bath Sleep Out’ by sleeping rough (only a sleeping back and cardboard bed) for one night.

April

• Started taking part in a twice monthly local pub quiz at The Richmond in Bath. Our team ‘The Charlie George All Stars’ named after our mascot (our dog) has finished first or second every time since the start. Still going strong in January 2012.
• April 29th also saw the Royal Wedding of William and Kate most people remember this as they got a free day off work/school etc.

May

• Carried out a bit of consumer research by using Groupon extensively for a while, to see how it worked, how it would work for other businesses and how it could work for me.  My blog post here was very positive, an update should follow as my views have changed/evolved some-what.

June 

• Ran in the Bath ‘Cancer Research Race for Life’ only 5km and only raised £39.90, but it started off my running passion.
• Also took part in the Bath Sky Ride - a cycle around Bath for all ages, on closed roads.
• And attending a ‘Breakthrough Breast Cancer’ charity Twenty20 cricket match at Bath Cricket Club and won a signed shirt in the silent auction.

July

• Went on holiday for 2 weeks to Corfu with the family. The first time I have taken 2 weeks out without phone or email. Practised what I preach and had all my calls and emails managed by some-one else, one of the new members of the team, Hannah who joined us in the summer.
• Also went to see ‘Take That’ at Wembley Stadium. Amazing show and wonderful day out.

August

• This was the month that I decided I wanted to run a half marathon, so (without any training) I entered the Bath Half marathon 2012 and to tie in with the event I was organising in September, decided to run it for the Forever Friends charity. Pledged to raise £175 – and even if I have to pay the rest myself, I will get there.
• My daughter got her GCSE results – 2 A stars, 7 A’s and 2 B’s – very proud Mum.
• My son got his first full-time job, enrolled on a college course and applied to re-sit his A Levels, equally proud Mum.

September

• Helped to organise a reunion at Kelston Park, Bath for the ex-employees of The Andrew Brownsword Collection, Andrew Brownsowrd Gifts, Gordon Fraser Gallery and Classic Card Company (all latterly Hallmark Cards). Raised £250 for the RUH Forever Friends Appeal.
• Also spent a fantastic week in New York. The same weekend as the 10th anniversary of 9/11 – will never forget that trip.

October

• Had a weekend away in Wales and took my husband to the Black Mountains Falconry Centre for a half day hawk and owl experience. If any ‘townies’ want to spend a day in the country and learn lots, see beautiful creatures in a wonderful setting, I can recommend.
• Also remembered that the world hit 7 billion people.

November

• Spent a fantastic weekend away at Dartington Hall in Devon. Walked around the beautiful gardens, ate and drank at the White Hart (on-site) pub and restaurant and had a tour of the incredible conferencing/wedding/venue facilities. Was also interested to hear about their commitment to Sustainability and Social Justice.
• Got some photos into the Bath Life magazine ‘By Invitation Only‘ event page.
• Sponsored a few men in the ‘Movember‘ moustache growing appeal to help raise awareness and funds for prostate cancer.

December 

• Created a Facebook Page for AMPMPA Ltd
• Ran the longest distance in one go that I ever have attempted – 9 miles – all around Cambridge. Feeling confident that the half marathon is attainable. Decided that I needed to run a Marathon by the end of 2012 as a result.
• Took 2 weeks off work and spent it with family and friends, a lovely warm end to an amazing year.

I think that just about sums up my year – I am sure I have forgotten a few things, so will update/edit as and when I remember.

Me this time last year

Angela MacAusland
January 2011

2011 Charity Round Up

To date 2011 has been my most successful year for charitable efforts and raising money and awareness. Here is a round up of what I have contributed in 2011. (apologies if I have left anyone out, I am sure there are a few more).

Big Bath Sleep Out 2011 – Raised £270.00 for the Julian House Homeless charity by sleeping rough for 1 night in March. Then a further donation of £10.00 as I was unable to take part in the Circuit of Bath walk due to a prior event.

Donated £10.00 to Childrens Hospices UK – via Twitter , can’t remember why but I did, think they had some raffle money stolen.

Race for Life 2011 - Raised only £29.90 (plus my £15 entry fee) by running the Cancer Research Race for life in June.

Charity Twenty20 Cricket Match - Won a shirt in the Charity Auction for a bid of £23.45 for Breakthrough Breast Cancer in June.

Donated £10.00 to Havens Hospices as a nominated charity from my 1000th Twitter follower in  July.

Donated £15.00 to the Rainbow Centre for Children to help towards their summer ball fundraising efforts.

By organising a successful re-union event helped raise £250.00 for the Forever Friends appeal in September.

Throughout the year – donated around £50.00 to Primrose Hill Community Woodland

Movember 2011 - I sponsored a few ‘Mo Bros’ to the tune of £30.00

Sponsored Tom Trosborg who ran the Athens marathon in November for Medicines Sans Frontieres only £10.00 but all helps.

Also renewed my membership of People Against Poverty and also made a few other donations throughout the year.

In all I make that over £700.00 (probably a lot more, and plus Gift Aid too) and although I didn’t donate all of this myself, I was part of making this happen.

And next year this is what I will be up to again…….

Bath Half Marathon 2012 - Currently have raised £70.00 for the RUH Forever Friends Appeal, will report back on how I do, but please do sponsor me.

Race for Life 2012 - I will take part in this again, but I think instead of running in Bath, I may try Bristol or Swindon.

Marathon 2012 – I intend to run my first (and probably last) marathon in 2012, not yet decided on where but at the moment its either New York or Las Vegas! – If anyone knows of a good cause – please email me charity@ampmpa.co.uk happy to run on behalf of several charities if necessary.

Updates on all my 2012 fundraising efforts will be posted on Twitter and Facebook but whatever happens I will try to beat my record for fundraising in 2012 and thanks so much to everyone who sponsored me and continues to support my efforts.

Pink but also green

With Corporate Social Responsibility and Sustainability becoming increasingly linked to businesses, whether large or small, I have taken a look at what my company has done to become greener. I have rated some items below as:-

Green – we consider ourselves very green in this area
Orange – efforts are made in this area but there is room for improvement
Red – needs addressing

Use of Paper
Not printing unless really necessary; using both sides of the paper (double-sided); shredding paper (and sending to other local business for packaging);
recycling newspapers, magazines etc. Have been doing this for at least 5 years.

General Recycling
All bottles, jars, cans, foil, plastic bottles and cardboard is fully recycled.

Suppliers
Where possible, local suppliers are used, to cut down on travel, mileage and shipping costs, but more efforts need to be made into making sure suppliers are equally environmentally focussed and where possible source only companies that are using sustainable resources.

Computer and Electronic Equipment
At the moment we have a cupboard full of old PC’s and equipment, which needs addressing, but mobile phones & printer cartridges are currently recycled 

I would be interested to know what others are doing/plan to do in this area.

Event Survey Results – from Survey Monkey

Event Survey Results

The results of this survey were collected anonymously in November 2011 from a cross section of people who were surveyed for their generic responses about attending business events. The questions and results are not exhaustive, only intended as a guide. (Some responses have been edited to protect anonymity).

Q1 – Do you attend events regularly (more than 1 a month)?

• More than 1 a month 13%
• Less than 1 a month 74%
• Other 13%

2. If you do attend events, how many events a year (on average) do you attend?

• None 6%                                                           
• One to Four 20%
• Five to Nine 48%
• Ten to Fifteen 26%

3. What stops you from attending events?

• Cost and Time Main factors
• Location and Distance Secondary factors
• Relevance and Subject Matter Also a factor
• Childcare and Transport Minor factor

4. What are the key factors you look for when selecting an event to attend?

• Value for money 86%
• Engaging content 80%
• Location 80%           
• Time of event 47%           
• Opportunities for networking  40%           
• CPD 13%           
• Food/refreshments included 13%
• Well known speaker 7%           
• Venue facilities 7%           

Some answered more than one factor, hence the numbers not adding up to 100%

5. Has the number of events you attend increased or decreased in the last year?

• Increased 20%
• Decreased 47%           
• Stayed the same 27%

6. Who pays for you to attend events?

• I pay myself 70%
• My employer pays for me 20%
• My employer subsidises the cost 7%
• I only attend free events 0%
• Other 3%

7. How much would you be willing to pay for a 2-hour event with a speaker, covering a topical subject, including a buffet supper and networking opportunities?

• I would only attend if free 0%           
• Less than £10 12%
• £10 to £15 40%
• £15 to £20  25%           
• £20 to £25 12%           
• More than £25 12%           

8. What one event would encourage you go out on a cold wet November night, rather than go straight home?

• An event that is value for money, creates discussion and a good topic
• A well-known speaker or content that would be difficult to get access to elsewhere
• Slightly less formal events where you can arrive/leave when you would like
• One where you can learn something, pick up some business, and some nice food
• Anything relevant to my specific sector
• An event run by a charity I support
• An entertaining event
• Supplier speed dating event
• Case studies, strategy experience, update on latest strategy and tools
• Something really topical and controversial
• Good speaker, free wine, celebrity
• Networking opportunity
• Yummy food

9. Are there any other event related items you wish to share with us at this time?

• Cost. Some events seem to be overly priced for what they are.
• Why not explore webinars as a way of engaging people who prefer not to leave their offices
• Run occasional networking focussed events featuring well-known keynote speakers and managed networking activities that achieve maximum benefits to attendees
• I would be prepared to pay more depending how relevant the content is to me
• For a 2hr event I don’t care about a buffet! – would rather no food and a reduction in price. 
• Tips to boost revenue streams, customer loyalty and new markets
• 18.30 is often a bit too early given the hours most people work at the moment

10. How would you most like to be contacted/informed about events that are coming up?

• E-mail 93%           
• LinkedIn 33%
• Facebook 13%           
• Twitter 6%   
• Phone 0%           
• Postal 0%           

Some answered more than one factor, hence the numbers not adding up to 100%

If you have any further comments – please do let me know. The survey is still live if you want to add your thoughts (and make me have to re-issue these results!).

Recognising Touch Points and Exit Points in buying behaviour

I recently read an article about customer relationship management and how to improve the customer experience and build loyalty.

Any interaction with a customer and a company can be defined as a ‘touch point‘ and in the buying process there are potential ‘exit points‘, or places where the customer can abort the buying process.

No sooner had I read the article, I was experiencing a number of ‘touch points‘ with a well-known pizza delivery company, with ‘exit points’ scattered throughout the process, and if it wasn’t for 6 hungry teenagers drooling at my feet, I would have aborted the buying process on 6 separate occasions, even though I had experienced 6 ‘touch points‘ within the space of an hour.

Scenario, 6 hungry teenagers wanting 6 large pizzas, from well-known pizza delivery company.

Touch Point 1 – A leaflet offering 50% on any online orders for pizza (from aforementioned company) was posted through my door.

Exit Point 1 – The leaflet should have been filed in the bin.

Touch Point 2 – I went to the website, and tried to order the 6 large pizzas.

Exit Point 2 – The sale was potentially lost as the ordering website was not working and I could not enter my order.

Touch Point 3 – Decided to telephone instead, only to be informed that yes the website was down, and to try later.

Exit Point 3 – The sale was potentially lost again, as being told to try later is never an option, this is fast food!

Touch Point 4 – I asked the telephone operator if I could order over the phone and use the special code, I was informed this was not available to use for telephone orders. 

Exit Point 4 – The sale was potentially lost again, even though I had given the company the opportunity to honour their deal.

Touch Point 5 - Due only to the fact that the aforementioned teenagers were begging me at this stage to try again, I went back to the website and tried again, this time it was working and I did manage to order 6 large pizzas for delivery, got all the way to the checkout process, entered the code and was given the error message ‘this code has expired’, checked the leaflet we had and it was still valid for another 10 days, by this point I am getting cross.

Exit Point 5 – The sale was potentially lost again, because the ‘online promo code’ did not work online.

Touch Point 6 - Final chance, I telephoned the store again and asked very politely to speak to the manager, I explained my situation and frustration with the points above and asked him for a solution. Fortunately he apologised, said he would take my order over the phone, he would apply the discount code and take payment at the same time and the pizzas would be delivered within 30 minutes. 

Exit Point 6 – Luckily there was no exit point 6, because even though I am not a loyal customer, the teenagers were and they got their pizzas, I didn’t lose my temper and it gave me the idea for this blog, so all was good.

The morale of this story is, that this could happen to anyone at any stage. It could be when some-one visits your website, when they try to phone in, email or get in contact. My suggestion is that you draw a flow diagram of how customers interact with you as a company, and what are their ‘touch points‘ and potential ‘exit points‘ in the buying process?

Please do comment on this blog, I would be interested to hear your thoughts.

Legislation Information October 2011

Todays blog, a little different from normal looks as some of the new legislation that came into effect on 1st October 2011. Most new business laws come into force twice a year on Common Commencement Dates. These are usually on 6 April and 1 October each year

Default Retirement Age
Employers can now no longer compulsorily retire workers at the age of 65, they have to be able to justify retiring some-one for other reasons rather than age, and not be discriminatory towards older employees.

National Minimum Wage
Over 21 year olds - £6.08 per hour
18 to 20 year olds – £4.92 per hour
Under 18 year olds – £3.68 per hour

Agency Workers Regulations
Agency workers who are in the same role with the same employer for 12 continuous weeks of employment, will now be entitled to the same basic working conditions (including pay, working hours, parking, childcare provision etc) as permanent employees.

These are just a summary of the new regulations, take professional advice in every case, I am not an expert. One organisation I recommend is Peninsula – they are the ‘UK’s Employment Law and Health and Safety Specialists’ Business Link is also another good source for information on these and other business related issues.

Communication channels

In the days of CRM and social media, where its not acceptable to forget or lose contact details, has anyone else (apart from me) started to add ‘preferred method of contact’ to their regular contacts.  This can have a huge impact on how you engage with people, and actually in some cases shows how much you value and care their relationship with you.

Here are a range of different contacts I have with people to illustrate:-

Mr Pink – He is old school, and only communicates via telephone or letter.
So emails, twitter, Facebook, even text messages are not on his radar. Is usually out of the office all day too.

Mr Blue – Customer facing, so communicates via SMS or Twitter during the day, email  in the evening.
Phone contact and messages are no good either. SMS contact if needed urgently.

Mrs Green – During the day, in meetings or car (no hands free), during the evenings staying in hotels.
Reads and sends emails with rapid succession during the hours of 9pm and midnight.

Miss Red – Has bypassed emails and communicates through Facebook/Twitter and other social media.
Rarely a day goes by without a status update, always replies to messages very quickly.

So my point is? If you know the best way to contact people, you will almost certainly be able to engage with them in a way that suits them, and respect their ways of working. This is all about managing not only your time and working environment, but knowing that there is no blanket way of communication any more.

We care what our clients and suppliers, friends and colleagues feel – John Maxwell said “People do not care how much you know until they know how much you care.”

My Events Team

Last night I was part of a team of people who organised an event and now after the buzz I thought I would write a short blog on reflection.

Over a year in the planning, everything came together on the night. 100 happy people, most of whom had not seen each other for at least 10 years. It was a reunion and then some.

We had a fantastic venue, live music, a hog roast, celebration cake, drinks, a photographer and 100 wonderful people. Even the weather was perfect.

Without exception everyone thanked me for organising the event, but I was just the bossy one, the team behind me made it. The people behind the scenes don’t get enough credit when it comes to events. I love organising people and events, but I know that not everyone shares my passion, so even more so the team should be credited for helping me realise my goal – that everything runs smoothly, and that people enjoy themselves.

One person asked me how I measure the success of an event, to which I replied – “if people want to come in the first place, enjoy themselves when they are there and share their happy memories of the event afterwards, then I would say that was a success” – All 3 boxes ticked so far!

For the people who come along to events the enjoyment peaks at the event itself, but for me the enjoyment starts at the planning stage, and continues right through until the last bag of rubbish was filled.

Then it’s time to relax and unwind, until the next time – bring it on!

You can even buy a copy of the event ‘book’ click here for the link.

Customer satisfaction or delight??

My blog today is about customer service and the different extremes I have experienced in the space of 1 hour.

Scenario 1 – after SIX MONTHS of continual phone calls, emails, web-sessions and letters, the official announcement is that I have finally received a full refund for a faulty printer – this came from a well-known international brand and I must say that if it wasn’t for my persistence, I am sure I would not have the refund at all. What did the company lose? £130 and all of my future business.

Scenario 2 – yesterday a local shop delivered a large sack of dog food to me (they offer free local delivery) and actually turned up with the wrong flavour.  Not a major problem, but they took it away and this morning I received a phone call with an apology – there had been a mix up at their end and they would re-deliver the correct item the next day. What did this company gain? £30 worth of my business this time and the potential for nearly £2,000 over the next few years (based on 1 sack of food every 2 months, for the next 12 years, plus more dog related items).

With the first scenario I have been left with a bitter taste in my mouth, I have left that company with an attitude that I will not ever buy a product from them again and probably tell a hundred other people about my experience.

Scenario 2 – I am extremely happy to deal with them in the future, they admitted their error, apologised and resolved it – no questions asked, and I will also tell lots of people about them.

A few of my favourite quotes.

“It takes a lifetime to build a good reputation, but you can lose it in a minute.” Will Rogers
“It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.” Henry Ford
“You should think of your customers as partners, or better still, family.” Victor Kiam

I am striving not just to be satisfied with service but DELIGHTED and this is the service I offer to my clients, if you are not delighted and only satisfied then I am not doing my job properly.

Thanks for reading

Angela MacAusland

www.ampmpa.co.uk