Here's a conundrum ...

You're manning reception (or these days I suppose I should say 'personning' but that just sounds silly) or working in a store and the phone goes. At the same time a customer walks up to you to ask a question. Which do you attend to first? 

Or you're in a deep and meaningful conversation with your boss and the phone rings / a customer walks in. What do you do?

As I've grown older and less tolerant of poor customer service, every experience like this which isn't handled well presents an opportunity for the individual and thus the company / business / organisation to do better. There should be proper training and clear guidelines as to what is expected of everyone working for a company, and in many there are - and they get it right. Are you sure that's your business?

How important is the customer? How do you know if that's a new one on the phone waiting to give you a huge order? How do you know if the person walking in is a mystery shopper?

How often have you fumed while you travel the world virtually through call centre systems when the business you're calling about is located just down the road?

Each time I stand in line waiting for service when the person behind the counter is so busy chatting to his / her colleague about what they did the night before, or I'm fighting with a health centre receptionist to get an appointment (to which my response is usually "Three weeks? I'll either be dead or better by then"), or my local leisure centre when they can't find my booking when I made it in person the week before, I want to go straight to the person at the top and tell them there's a training need. And sometimes I do.

Why am I, as a Public Relations and Communications specialist, talking about Customer Service? Because it can make or break your business. Get it wrong and it doesn't matter how good your products or services are because your customers will go elsewhere. It'll have a direct affect on your reputation, sales and ultimately your profits. And that's the connection. That's why it's so important.

To rectify the need, my Customer Service 101 training workshop looks at the topic from a PR and Comms perspective and is going to be held in Brighton on 20th February. 

Come along for a refresher; if you're starting a business come along to ensure great Customer Service from Day One; or send your team for a couple of hours out and some fun, informal and interactive training. 

Practical tips you can put into practice straight away will put a smile on your Customer Service face. And as they say in certain establishments "Have a nice day now!"

You can book tickets at an insanely competitive price here.

Sleep Like a Baby, Live Like a Superhero

Chimera Communications' MC and Brighton Chamber Vice-President Jill Woolf recently caught up with Brighton Summit workshop leader Alison Prangnell of Anderida Coaching. Alison is a Master NLP Coach and Clinical Hypnotherapist, with a passion for health and mindset in life and business. Her workshop is called Sleep Like a Baby, Live Like a Superhero.

Alison Prangnell

Here we learn more about Alison and why she wanted to be part of the Summit.

Jill: When, how and why did you become a Stress Management Consultant and Performance Coach

Alison: I started my own business two years ago after coaching part-time around my old day job. I was inspired to work in stress management because of my own journey.

Like many people I worked in environments with a lot of stress, either because of culture and management style, volume of work, or the way I handled it. I got burnout and became pretty ill.

When I had burnout, it was before everyone started talking about it. I went to the GP and all I got was a shrug of the shoulders. It’s better now, I know, but I had to learn from the ground up how to make myself well again.

So, I combined this knowledge with my experience of management in fast-growing SMEs with coaching skills like NLP (Neuro Linguistic Programming) to help businesses and their people become more resilient and create a culture that doesn’t fuel stress, burnout and illness.

The result is happier, more motivated people and a more profitable business.

Jill: What type of people come to you for help and what are the main causes of their issues?

Alison: I work with senior execs through to anyone experiencing stress in their day-to-day lives.

People believe the major factor in their stress is work, which can’t be denied but what many people don’t have a clear sight of is how many other factors contribute to their stress experience. If you take control and do something positive, you can significantly reduce your stress symptoms by managing all the other factors and become more resilient, physically and mentally.

We can’t eliminate stress, it’s a programmed response to a situation. What we need to get better at is recognising and managing our response to those situations, which is easier than many people think. 

Jill: Do you advocate the old adage that we need eight hours’ sleep?

Alison: The sleep you have and when you need it will vary from person to person and their circadian rhythm. Science supports the idea that most people need between 6-8 hours’ sleep. As most people will have experienced, if you aren’t getting enough sleep your ability to think and make decisions, along with your emotions and energy, will all quickly get out of kilter.

People believe they are still performing but the less sleep you get, the more mistakes you make (as confirmed by a study by The Lancet). There will be other factors that affect your personal sleep requirement including circadian rhythm, metabolism, the level of physical or mental stress you are under, your overall health etc.

There are those who say, “I’ll sleep when I’m dead”, feel they are superhuman and don’t need much sleep. It’s a fallacy. Science shows they are shortening their lifespan by restricting their sleep and pushing themselves at maximum for the rest of the time.

Our systems simply aren’t built for it and we start to get ill. It is safer to go by the benchmark of 6-8 hours and adapt according to your lifestyle and physiological needs. It really is that simple.

Putting it even simpler, we teach our children they need sleep. If they don’t get it, let’s face it, they melt down and all hell breaks loose, then we’re desperate to make sure they get the right amount of sleep the next night! Yet as adults we suddenly believe we are now different. We aren’t. Our brains and bodies need to recharge.

Jill: If you’re someone who sleeps badly, can you ever ‘catch up’?

Alison: No, not really. There isn’t a sleep bank you can draw on. If you’re tired, you need to allow your body to sleep. The best advice is if you’ve had a week, say at a conference where you’re burning the candle at both ends, get back into your proper sleep routine with full sleep cycles as quickly as possible. That way your body can get you back on track quicker.

Jill: It’s easy to believe that lack of sleep is a phenomenon which has materialised over the last 20 or 30 years, but has it always been so and we just haven’t talked about it or is it more to do with the increasing use of technology, which was meant to make life easier for us?!

Alison: People have always found it hard to sleep at some time or another, we’re human after all. Particularly in times of stress our sleep can suffer, they can be intrinsically linked. Having said that, some people who are stressed sleep for England. I always did!

Technology is a big contributing factor, it has insinuated itself into our every waking minute and our bedrooms. It’s designed to be addictive, keeping your brains awake even when your sleep cycle needs your brain to start slowing down to get that sleep you crave. Playing on your mobile phone all evening won’t help you sleep better. Period.

But there are so many other factors and that’s why you can’t look at sleep in isolation, it is modern life overall. We have busier lives where we are on the go all the time, desperately trying to balance families and work, invading our personal lives through technology, and we feel like we have too little time for relaxation.

Factor in the explosion in the volume of sugar and caffeine (and alcohol) we have been consuming - all of which are sleep disruptors; even our exercise regimes. We run out of time and try and do a workout late at night which again disrupts our ability to sleep properly.  

If we want better sleep and less stress then making small incremental changes (which we can manage when things feel fraught and we don’t want yet another task on the to-do list) will start making big differences. All of this is manageable even though it might not seem like it at first glance.

Jill: In your opinion, does it follow that the higher up you are in an organisation, the less sleep you get – or need?

Alison: Well if you are an exec who wants to make the best decisions make sure you get some sleep!

But no, however high up in the organisation you are, you’re still a human that needs sleep. It shouldn’t be dependent on the organisation and your rank as to how much sleep you get but if work is giving you sleepless nights, it needs to be addressed.

This applies to everyone though, at every level in the organisation, front line or backstage. Everyone has pressures that apply to them individually. What is certain is that lack of sleep will affect your team’s productivity, engagement and effectiveness. The idea that you should just keep pushing yourself or your employees harder is self-defeating for your business performance, whether you are an exec or an employee.

Jill: Tell me about your workshop for the Summit. Great title, by the way.

Alison: The workshop at the event is a taster of the longer one I offer businesses and individuals. So many people don’t understand all the factors they could change, even just a tiny bit, to get better sleep and a better quality of life.

Improve the quality of your sleep (it’s not always about quantity) and your health, relationships and performance in work, sport or flying the world with your superhero cape can only improve.

Jill: What will attendees get out of the session?

Alison: They’ll understand sleep better and how important it is overall, not just relieving them from feeling frazzled. They’ll go away with quick wins – practical ideas to help them start improving their sleep cycles and energy after the session. Most of all, they’ll learn how they can get greater control over what’s happening rather than feeling at the mercy of the ticking clock by the bedside.

Jill: How do you sleep?

Alison: Very well! I love my sleep. I know I need eight hours’ sleep and I try and manage my days to ensure I get it. If I have an early morning, I go to bed earlier making sure I get full sleep cycles. If I get disrupted sleep, I know there’s something else I need to work on during the day.

Jill: How can we book on to your half or full-day sleep workshops and where do they take place? (I might well see you there soon 😊)

Alison: I offer in-house workshops for businesses and public sessions throughout the year people can book on individually. I advocate the full-day events as you can really start getting down to the details and put a personalised plan together as well as learn some self-hypnosis techniques.

Businesses can contact me directly regarding internal workshops on alison@anderidacoaching.co.uk and sessions are posted on www.anderidacoaching.co.uk New dates are being scheduled at the moment!

 *Brighton Summit is THE business conference for the Brighton area and takes place annually. This year it's on Friday 11th October. See www.brightonsummit.co.uk for more info.

Brighton and Barclays mean business for high growth entrepreneurs

Chimera's MD Jill Woolf recently interviewed Barclays' Corporate Relationship Director, Paul Williams, on the bank's sponsorship of a session at Brighton Summit. The Summit is organised by Brighton & Hove Chamber of Commerce and is a popular business conference, now in its fourth year, attracting around 300 delegates comprising start-ups, SMEs and bigger corporates, business owners and managers, not-for-profits and entrepreneurs, working in and around the city.

Jill is Lead Ambassador for the Chamber and a member of its Board.

High growth business entrepreneurship and its challenges are the subject of the Barclays-sponsored session and the speaker is Marc Koska, the inventor of the K1 auto-disabling syringe and founder of the SafePoint Trust, a charity which campaigns for safer syringe use.

Jill: We’re delighted Barclays is on board for this year’s Brighton Summit, Paul. I’m sure members and delegates would like to know more about your unit’s role within the bank, and the synergy between what you do and the session you’re sponsoring. As head of the high growth entrepreneur team, what are you looking for in an ideal high growth business?

Paul: In black and white, a high growth company should be consistently growing at 20% each year in terms of revenue and number of employees over the last three years, or has received external investment through post seed funding. That said, not all high growth businesses fit into the black and white definition so we also look at the companies’ USPs, growth potential, management team and strategic plans to move the business forward.

Jill: What does your new service offer, why did Barclays feel it was necessary now, and how will high growth businesses in the city benefit?

Paul: Barclays is continuing to build out its proposition, which supports high growth companies and entrepreneurs right across the UK. Through its ‘High Growth & Entrepreneurs’ offering, the bank is at the forefront in helping founders and entrepreneurs build and scale their businesses at speed.

Building and maintaining forward momentum in a high growth business requires continuous investment, so we’ve developed a suite of funding options to meet the changing needs of a high growth business. Barclays can support entrepreneurs from idea to IPO utilising our £200m fund for venture debt lending.

The specialist Brighton team has individuals from many parts of the business including a dedicated high growth and entrepreneur manager so we’re able to guide and support a company from start-up all the way through to flotation or sale.

Jill: What particular challenges do high growth entrepreneurs have that others don’t?

Paul: Good question! In our recent white paper ‘The Scale Up’ report, which Barclays commissioned with the support of Cambridge and Oxford University, a number of challenges were identified. The report is available free of charge to download from the Barclays High Growth & Entrepreneur website and well worth a read - https://entrepreneurs.barclays/  

In a snapshot, funding presents a huge challenge to scale up business, however it’s not all about money, and the skills gap and ability to scale at speed, production and personnel also present unique challenges for scale up businesses. 

Jill: How does the Eagle Lab fit in?

Paul: Barclays Eagle Lab provides the facility for UK start-up businesses to co-locate, collaborate and grow.

The Eagle Lab provides access to resources including expert mentoring, 3D printers and laser cutters - giving Brighton’s start-up community a crucial boost. For more information, visit https://labs.uk.barclays or pop in to the Eagle Lab, which is located at Preston Circus.

Jill: Tell me about your background and journey to get to your current post. Do you have an entrepreneurial background?

Paul: I’ve been a business manager with Barclays in Brighton for 20 years and I’ve supported start-up businesses all the way to corporate companies. It’s great to see some of the entrepreneurs I helped to start up now turning over six figure sums. I’ve always lived and worked in the area and I feel I have developed a strong understanding of the unique Brighton market.

Jill: Thanks so much for talking with me, Paul, and I hope you enjoy this year’s Summit.

Paul: It’s been a pleasure. I’ll be there along with members of my unit so not only will be joining in with the day, we’re there to answer any questions from delegates and offer advice. I’m really looking forward to it, and of course our sponsored session on high growth business.

Brighton Summit takes place on 14th October 2016 (www.brightonsummit.com) 

 This blog post was originally published on the Brighton Summit website.

Pier pressure

There is very little that’s attractive about Brighton seafront. Other seafronts have more appeal. There. I’ve said it.

I had breakfast in one of the restaurants in Kings Road on Sunday morning. Apart from the fumes from the adjacent car park, I was faced with a grey concrete view (not the one above) and scaffolding on the prom, so I had to squint around it all to see the colourful sail boats just beyond.

It was a sunny morning, but the surrounding buildings were grey like the concrete and Regency Square appeared somewhat tatty. The one string of lights along the promenade said it all. No-one in authority seems to care what the prom looks like and hasn’t for years. At a lower level, there’s the Fishing Museum which is interesting, and some quirky shops and galleries along and under the arches. But overall, it seems a missed opportunity.

With the bright and vibrant history of Brighton, it deserves an attractive, colourful and welcoming seafront. So do tourists and residents alike. It should be more of a destination in its own right, with more interesting and quaint stalls, entertainment and shops, tourist information and so on. At least some beautiful weather-resistant and thug-resistant flowers, tubs and displays, which could withstand the late night antics of stag and hen party guests.

Of course, all this takes budget and resources which are in short supply, as we all know. Maybe the exorbitant cost of street parking on the seafront and in the city could go towards it. Or the same creativity and effort as has been expended on the restoration at The Level. Or perhaps it’s already in the pipeline and I’ve missed the notices. Or maybe I just turned around and didn’t see the flying pig.

I believe the city would benefit as a whole. Simply driving along the prom would be much more pleasurable, as would staying in the seafront hotels. Tourists might come even more if there were street performers, so retailers and hoteliers would be happy. Maybe more staff from nearby offices would visit during their lunch breaks if the weather was good, which would benefit their health and wellbeing if they got out in the ‘fresh’ air and had a meander along the prom.

And if by some remote chance anyone in power sees this and thinks there’s an ounce of merit in the content and does something about it, I promise I’ll sing “Oh, I Do Like To Be Beside The Seaside” as I strut happily along the prom. 

Now there’s a challenge ...

First published in The Argus on 17 September 2013

I'm ready for my close-up now, Mr DeMille!

I was delighted to see that Brighton is to take a leading role in the UK’s film industry. The British Film Institute (BFI) is opening a ‘talent centre’ here as part of a £5m plan to boost the industry across the country (Argus 21.5.13).

What a boost to the city! Hopefully there’ll be much job creation using Sussex actors, make-up artists, scriptwriters and producers etc; more visitors to the city; more hotel beds booked; use of our lovely country and seaside; and maybe even the ‘Brighton & Hove Film Awards’ or the ‘Sussex Oscars’?

Brighton has a history in film, of course, with the iconic Brighton Rock, Oh! What a Lovely War, Carry On Girls and Tommy all being shot here. Now perhaps it can add another string to its bow and progress from its renowned fabulous sauciness to something a little more serious, showing Brighton as the metropolitan, cosmopolitan, thriving city and business hub it really is.

Local venues could be used on film: the Sealife Centre for a remake of Jaws, Brighton City Airport (Shoreham to you and me) for a remake of Casablanca, the Jubilee Library for Pulp Fiction, the Downs for North by Northwest and the King Alfred for Apocalypse Now.

It’s possible the ‘talent’ will be behind the cameras, perfecting their art on editing, dubbing and animation, but it’d be great to suddenly turn into Churchill Square and find you’re an extra in the film version of Extras. I wonder, though, if some Brighton inhabitants will suddenly go out in full make-up and dress with slightly more attention in the mornings, having one eye out for the cameras!

As Brighton is such a creative hub anyway, this could be just what its student population needs as a transition from academia to practical application. Those who have hidden their light behind a bushel working for high street stores, supermarkets, corporates and independent businesses alike will be whitening their teeth, perfecting their happy faces, resurrecting their shelved film scripts or buffing up their best accents, ready to knock on the door of opportunity at the talent centre.

BFI might in future stand for the Brighton Film Initiative.

Actually it’s rather exciting. I’m ready for my close-up now, Mr DeMille!

Originally published in the Argus (Brighton & Hove) 28.5.13 www.theargus.co.uk