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Monday, 1 October 2012

I Feel The Need... The Need To Read

These days I have the attention span of a gnat. Time was when I thought nothing of reading Tolkein's "The Lord of The Rings" from cover to cover, or one of the great Bronte novels. I'd be lost in the wilds of the Yorkshire moors in "Wuthering Heights" as my train drew into the station on wet Monday mornings or imagining being shouted at by Anthony Robbins after another energetic chapter of the self help classic "Awaken The Giant Within" (nothing to do with sweetcorn).

Rows of books on shelves in a library


Reading was an escape, almost a guilty pleasure. Ah, the sheer weight of paperbacks, the pristine paper and the unbent covers, just the smell of the paper. Nowadays I wonder whether the sales from the coffee concessions outweigh sales of actual books in the few remaining bookshops left.

In Oxford recently, we visited Blackwells. It was VAST. Wall upon wall of tomes with (obviously) an academic bias and it hit me suddenly that a good bookshop is truly a repository of knowledge. Now it might have been the cheeky glass of rioja at lunchtime, but I found myself whispering to hubby, "just look at all this knowledge, look at how much there is to teach Caitlin and Ieuan". Not just the basics of reading and writing, but the World's languages, science, philosophy, astronomy, psychology, the various areas of mathematics, religious studies and on and on and on.....

It made me wonder how much of our days today are spent in front of screens. Even in school at aged 4 and 3, my children are playing with computers and watching whiteboards. At home, they borrow the iPad and in restaurants we bribe them with "Talking Tom" on hubby's phone. At some level, I know this is not actually a good thing.

The logical consequence of everything being read on a screen or now via an 'app' is surely that it's changing the language and the volume of information we can absorb in one sitting. I've written before about, to me, the sad dumbing down of much of the copy in magazines and newspapers. Each year there are lists of new words which make the official dictionaries but these words always seem to be 'slang' to me, increasingly unimaginative and increasingly inelegant.

Our inability to absorb large chunks of information is affecting, I suspect, both how our children are taught, and how examinations are structured and marked. This inability affects our TV programmes - notice how in a typical Channel 4 or 5 programme, each new section of the programme post ad-break starts with a 5 minute recap of stuff you viewed literally minutes before. Lazy programming for lazy viewers?

I still remember how Horizon used to be, and QED and programmes about astronomy with Michael Burke and Carl Sagan. They made you think so hard it gave you a headache. Now today's science programmes seem to be the same level as John Craven's Newsround used to be!

There have been rumblings in the papers that the A level and particularly the A* will be replaced by some sort of baccalaureat examination - a tacit admission (at last!) that exams have been dumbed down but witness the furore this year and the demands for remarking of English papers where more stringent marking criteria had been applied. Our children need to learn that failure is the spur to even greater learning and greater knowledge - and that knowledge needs to be administered and stored in chunks, not soundbites.

Sometimes I find the 'noise' from the TV, PC, iPad and Phone, promotional advert screens and billboards just too much. I have a Kindle and I think it's a fantastic piece of kit but there will never be anything quite like a brand new book to me.

And you know what, if our kids are looking to dreadful icons like Tulisa or Chantelle as role models, we could do worse than stand them in Blackwells and tell them "you want to see true wealth? well you're looking at it."


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Friday, 21 September 2012

Pack Your Bags - This Mobile Pharmacy's On The Move

Hubby and I are away for the weekend.  Off to Oxford - a city I love for its beautiful spires, its unashamed love of academia and its connection with Morse. I went to a book signing in Cardiff for the last Morse novel  "The Remorseful Day". Colin Dexter was amazingly charming and erudite. During one hitch in the proceedings due to some admin cock-up somewhere, he passed the time by regaling the audience with poetry, all from memory. They were spellbound.

Old fashioned medicine bottle


Now packing for one night away should be easy. Hubby, who travels extensively, has it down to a fine art. One shirt, one pair of pants, spare contact lenses, toothbrush and paste, deodorant. That's it. I cannot go anywhere without resembling a walking advert for the pharmaceutical industry. I remember an episode of Sex & The City where Carrie says she will spend the day "working on her look". This is patently what I need to do, having been apparently welded into my leggings but instead I am flicking through Web MD to see what I might need in case of an outbreak of Beri Beri in the Cotswolds or Malaria in Dorset.  


The Bridge of Sighs in Oxford, England
The Bridge of Sighs, Oxford
My overnight bag, which should contain a frothy nightie, miniscule thong, pair of heels and the red lippie du jour (which I shouldn't really wear because most of them now bleed into my lip lines and make me look washed out and vampiric), weighs a ton and contains a cornucopia of paracetemol, ibuprofen, gaviscon, earplugs, travel sickness pills and I even have some broad spectrum antibiotics. This is not, if you'll pardon the pun, healthy.

Actually I hate packing. You never know what the weather is going to do and I cannot leave the house without a cardigan. I've never managed the Sex & The City look where everything is paired down to one of Patricia Field's barmy yet endearing visions completed by a tiny clutch bag. I should probably try it but then I'd have to add plasters and antiseptic cream to the bag.

Such is my phobia of packing that I always leave it to the last minute and will be throwing phone chargers, computerized chess games and anything else I don't need into the bag at the last minute whilst hubby is checking the windows.

And you can bet that when I start to unpack on arrival, I'll have forgotten something important. Like toothpaste. It's easier for men though, isn't it?  
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Thursday, 20 September 2012

Paying For Carrier Bags - I've Bag Lady Blues

Here in Wales we have to pay for carrier bagsone of the visible signs of the Welsh Assembly's vast and all-encompassing powers. Quite why they didn't seek to redress problems in the Welsh Economy and the numerous challenges we face with matters such as NHS waiting times, random distribution of some cancer medication and the appalling condition of some of our schools, I'm not quite sure. I'm guessing plastic bags fell into the category of "quick wins" - although I expect there is some EU Directive written by an MEP in a first class Eurostar carriage somewhere that dictates the immediate implementation of such a scheme. 


'bag lady' in the park


No doubt we should also all be knitting our clothes, tanning leather for our own shoes and returning to wattle and daub for housing (medieval since you ask) by 2020 - and since much of the population will be in the 60+ age group by then, this will certainly present some marketing challenges for M&S's Christmas party range in that year.

Now environmentally, I'm all in favour of doing my bit, but whilst there is no doubt we are helping the Green movement, there seems to have been a notable casualty.  Customer service.

Whilst, in the halycon days of the past, shop assistants used to pack your shopping for you, nowadays you are left to hold up the queue whilst you fish for a glamorous "bag for life" (whose life?  trust me, none of these bags will ever need to be carbon-dated) or, in my case, one of the Ocado bags they should have had back. Then you hold the queue up further by having to pack your own shopping. 

By this stage, Caitlin and Ieuan are prodding the confectionery displays so thoughtfully left at the till point and I'm hissing "don't touch" whilst the queue ponders the ineffectiveness of my parenting style. The shop assistants in question are usually staring into space or pondering their nail polish.

Surely this is an opportunity for shopkeepers to secure customer loyalty by helping a bit more? Even in supermarkets offering to "help you pack your bag" usually means the checkout operator will pack roughly 3 items out of the mountain of 50 and leave you (and your children) to panic pack the rest so that everything is thoroughly squashed by the time you get home.

I have worked in numerous retail outlets and, believe me, there can be nothing more thankless than facing the Great British public on a daily basis. I can fully understand that you'd get so cheesed off at being treated like a lackey or never acknowledged that your attitude might slip.

But these are tough financial times for businesses. Why waste a simple opportunity to stand out from your rivals?

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Wednesday, 19 September 2012

Internet Shopping: They're Open All Hours - Every little 'elps, Granville!

Apparently the true cost of your supermarket home delivery is often nearer the £15 to £20 mark, according to an article in yesterday's (where else?!) Daily Mail.  (Delivery Fee For Online Groceries May Hit £15)

Internet shoppers are being 'subsidised' by everyone else. 

Having palpitations at the £6.99 delivery fee from some supermarkets for peak time deliveries, I am currently using Ocado and have signed up to a savings pass offer - 6 months' free delivery and £6.99 per month thereafter.

David Jason and Ronnie Barker in Open All Hours

Open All Hours - The Joys of Shopping on t'Internet

I must confess to a slight frisson of "Primrose Hill and Chelsea-ness" whenever I complete my order online at Ocado and feel like I should be wearing high heels and have a pair of large designer sunglasses perched on my head whilst clicking. (Incidentally, why do some women insist on wearing sunglasses on their head all the time - indoors?).

But shall we have a tiny reality check here?  

Have you noticed what many of the online supermarkets do? Ocado in particular has come up with the genius of an idea of suggestion page after page of items at checkout you might have forgotten, have ordered before, or might fancy if you're premenstrual. I have just been offered a lovely bunch of sunflowers (£8) and a fruity Chardonnay (£7).  A couple of clicks and, bang, £15 could have just been added. I suspect that many people end up spending at least 10% to 15% of their shopping budget each time. Unless you're a demon with the trolley, I'm sure you don't bomb round Morrisons doing your own version of Supermarket Sweep and chucking in anything that takes your fancy.  

There are a raft of packaged online deals and on the Sainsburys site, a recipe page where you can click through the recipe text to put the ingredients straight in your trolley. Actually I have a particular fondness for Sainsburys current championing of family values with the emphasis on dads.

Oh, and then there's all that lovely DATA. One of the main strengths of the loyalty card, e.g. Tesco Clubcard, is that it tells Tesco precisely what you spend, when, how much and on what. This data allows them to forecast sales, peaks and troughs in sales and to see what's selling with what. They know which stores are the most profitable - hence the development of Metros, Expresses and Superstores to fulfil the needs of the local population.

And guess what - online shopping does exactly the same at a much lower cost.

Yes, there are the costs to the business of employing drivers and running vans.  There are the costs of employing staff to pick and pack but these are not management level salaries and, given the vast profits, supermarkets make, I find it hard to believe that these costs are not easily absorbed elsewhere.

There's no doubt that the out of town superstore seems to be killing high street business. Equally, it's pretty obvious that small scale producers are being squeezed out of the market by the huge buying power of the supermarkets - no matter how many 'green' themed commercials they come out with or how many quality marks / standards or stickers they use.

But I don't think we'll be seeing the death of the physical shop for a long time. For a start much work needs to be done on UK broadband provision. There is an assumption that most homes have internet access but this is probably false. Further, there are sections of the population who are resisting the internet with full force. How many Silver Surfers are there really?

An even greater issue is the distrust many have about spending money via the internet, their banking security and identity theft.

If supermarkets try to raise the cost of home delivery I think many will just get back in their cars and go to an actual store. To use the Ocado savings pass, for example, there is a minimum spend of £40. One box of Pampers nappies and you're nearly half way there but for many this amount is, I'd suggest, too high.

Christmas is approaching; many businesses make a substantial part of their annual profit at this time of year and, frankly, the supermarkets need to keep us sweet. We won't be bought off by Clubcard vouchers or discounts if the basics of price and product are wrong.  We do want to feel valued and needed which is something that John Lewis understands very well. Look at its current ad focusing on values - with not a product mentioned.  

It's going to be an interesting festive period for the supermarkets.
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Monday, 17 September 2012

Customer Service: A Little Bit of Coffee Shop Love Will Keep Me Loyal

Monday morning. A small oasis of calm once the kids are in school. Hubby and I sneak off to our local deli for a coffee and to do what all adult couples must surely do these days, compare the apps on our phones. We also play a game entitled "will any of the staff smile at us today"?

Cup of coffee with intricate pattern in the froth

Our local deli is in quite an attractive spot and decorated in that 'faux French bistro' style that has been rampantly popular for quite a while - all ornamental chickens, railway clocks and bunting. It does a good trade (I imagine) in lunches with olives, cheeses, a range of organic quiches and good coffee to go. It stocks some of the more niche food brands. It's clean (including the toilet!).

But the mood is always sombre to glacial. Coffee is deposited on tables with not so much as a "and how are you today?" or a "can I get you anything else"? We have been there enough to be recognised. We do not linger over one cup. Bacon pannini and tea cakes are purchased. When we walk out of the door, we always say thank you. Words which usually die in the air. It baffles me that any business which is running and surviving in this tough economic climate, doesn't do everything it can to capture its regulars and ensure they don't wander off.

I recently swapped hairdressers after about 15 years (set in my ways - moi?) because despite colouring my hair for most of those years, they refused to colour any more unless I presented myself for a skin test 24 hours BEFORE my usual colouring marathon. Same procedures, same stylist, same hair dye.

This particular salon was run by a lady who would swan in and air kiss her staff whilst ignoring her bread and butter regulars completely. After 15 years, I'm sure she must have recognised me unless she was too myopic to be cutting hair any longer.

We have another eaterie in the village and hubby and I will have to at least check it out. Our deli has managed to commit the cardinal faux pas of upsetting lots of the local mums due to a protest about taking prams into the shop. I know there are many who will have some sympathy with this as they do tend to form an unwieldy blockade, but mums with time for a coffee and a snack after dropping off the kids must surely contribute something to the coffers.

If you run a business in a small community, I think you have to make every effort to be part of the community - local sponsorships, contributing prizes to local events, even a loyalty scheme for regulars. Because it doesn't matter how good your product or service is, if it's not delivered with a smile, you can wave your regulars goodbye - to quote from Casablanca "maybe not today, maybe not tomorrow, but soon and for the rest of your life".
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Saturday, 15 September 2012

Friday Night in Cardiff - Helloooo? Anyone there?

I infrequently dine out with a good friend of mine, A, when Hubby has presented himself as babysitter with his collection of 'blokey' skills. (These include remaining annoyingly calm at all times and ensuring the kids have much more fun than they would with me). Our trips out usually take us to one of Cardiff's restaurants, either in the city centre or 'down the Bay'.  

Cardiff Bay
Image Credit: Cardiff Bay
Last night we visited our local La Tasca, (a well known chain of tapas bars in case you've been living on Mars), for some vino and a much needed carbohydrate and counselling intake. 

We chose La Tasca because it offers a consistently reliable quality of food and is very reasonably priced. The chain have recently launched a loyalty card scheme offering 20% off food on any day of the week. 

Numerous dishes from the new menu were consumed, very passable house wine drunk and a particularly gooey chocolate fondant shared and enjoyed. The service was excellent, the state of the toilets (my barometer as you know), less so, however, the evening was very pleasant.  

What was shocking, though, was how empty the city centre was.  Friday night in Cardiff used to be an event. At 5 pm office workers would pour out of the surrounding businesses and it would be knee deep at the bar by about 5:15 pm. 

Notorious clubs like Kiwis and The Rioja Bar had queues.  Le Brasserie, Champers and Le Monde were solidly booked. Even the hotel bars of the Marriott and Hilton would be thronging with those in search of Chardonnay. 'Chippy Alley' was equally busy.

Last night around 11 pm, St Mary Street looked like a deserted town in the Wild West with, depressingly, two ambulances parked up waiting for the inevitable casualties of booze. 

Leaving aside this sad waste of vital NHS resources, where on earth has everyone gone? Have increased train, bus and taxi fares put paid to weekend revellers?  Does everyone save themselves for Saturday night?

It is pretty obvious that, for all the bluff and bluster, for all the warm feelings generated by the Jubilee, the Olympics and the Paralympics, the recession is still cutting deep. Now must be a particularly risky time to launch a business, particularly one in the restaurant trade. 

Practically everyone offers discount vouchers, loyalty cards or offers via Wowcher or Groupon. I'm not sure anyone knows the true price of anything, let alone the cost. 

It is mid month and I am sure many people wait till payday before they go out. But I think for lots of businesses in this sector this festive season will be absolutely critical to their survival.

The traditional touting for office party business began in August but I'm sure lots of the smaller businesses will be offering a drink and a mince pie in reception rather than an all expenses paid shindig. A shame - because in many businesses the office party is one of the few tangible office perks staff get - even if they have to sit through the dreaded and unhilarious 'staff award' ceremonies.

Usually when you look at a company's marketing output, as soon as revenue dips, marketing spend is cut - and often in completely the wrong places. Advertising spend is slashed, PR contracts cut, promotional discounts removed when these things should be protected, reviewed and improved as necessary. Such cuts are often completely the wrong this to do. 

The other tendency of lots of businesses is to hunker down and look after the existing client base because of the cost of generating new business. You're damned if you spend and damned if you don't. But any entrepreneur worth their salt will be looking for that time critical gap in the market and galloping in to take advantage of it so you have to react to any dip in revenue as soon as possible.

I would recommend that businesses of all sizes but especially the Small to Medium Enterprises which comprise the bulk of Welsh business develop a Social Media strategy to take advantage of the sales and marketing potential of Twitter and Facebook to bolster their existing marketing communications.  It's cheap and, if used correctly, very effective. 

As far as our economy goes, it seems we are not out of the recessional woods yet.
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Thursday, 13 September 2012

Both Kids In School - I'm Free So Now What?

So, Caitlin is in reception and Ieuan is in nursery and I am now free for a couple of hours each morning. 

You'd think that the prospect of all this free time would have me skipping like a lamb (or an owl). Actually, I find myself immobilised by so much freedom.  


Retro lady in the kitchen circa 1950


I meant to do some housework (honest). There are a tonne of chores (still don't know the difference between a Metric tonne and an Imperial one) to be done, not to mention DIY. I am rubbish at DIY. In school we had both metalwork and woodwork lessons and I proudly presented my parents with a piece of metal with a dent in and a piece of wood with a dent in.

I'm afraid I was lost when I turned on the TV to find Jeremy Kyle shouting. Having been less than calm, shall we say, on my first morning getting the kids off to school on my own (hubby having left early for the Big Smoke), it was vaguely reassuring to find someone who gets paid to shout. A lot. Plus it's comforting to spend time with people who clearly have bigger dental problems than I do.

And then, it was Holly and Philip running the gamut of news stories in no more than 3 or 4 minute segments in case anyone's attention span was less than this and they were in danger of filing a PPI Claim or claiming 'compo' for an accident involving a Chihuahua and the wrong ladder. People seem to be very fond of using completely the wrong ladder for a whole variety of obviously dangerous activities. My dad. For one. Dad will try to cut a hedge on a ladder designed for retrieving a pot of organic strawberry jam from a shelf even Sandi Toksvig could reach. But I digress. As usual.

I will have to find something meaningful to do with my time. Charity or cooking or reading the works of Shakespeare (again). I studied English Literature at Swansea University (very fond memories) and remember asking which Shakespeare plays we were required to cover for the course.  "All of them" was the reply! You'd have to be in extreme dire straits to voluntarily re-read Titus Andronicus as far as I'm concerned. 

No, this won't do.  But what will?
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