Twitter Weekly Updates for 2012-02-27

Customer at the Heart in Hebden Bridge

Well thanks so much for the CATH nominations – its always a pleasure to hear just how many of you are passionate about great service in retail, beauty, food, hotels and more.

We are now starting to work through your nominations for a mystery shoppers to complete their visits – and this weekend – we headed to the village that has the most nominations and a thriving high street – Hebden Bridge.


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Our tester and group were thrilled at the positive and engaging attitude from this quaint village on the Yorkshire/Lancashire border – and couldn’t believe the full car (paid for) car parks and overspill facilities being used. Undeterred and with list of nominations in hand – our tester team went to check out if the service, product range, knowledge, interior and exterior appearance, staff, service, personability and ‘magic touch’ were in order.

From the list of businesses suggested, we are delighted that the following have been awarded at Customer at the Heart award – and we recommend a visit tout suite!

Winners

The gorgeous HEART is an art gallery with a difference, artist in residence (see next note), Sunday soul music, amazing products and in-depth product knowledge sees this store as a CATH winner. heartgallery.co.uk

Heather Wilson, was the hugely passionate artist in residence at Heart. With a thriving business, time for everyone and an enchanting love for her art – it was another CATH winner for this amazing talent. http://heartgalleryblog.wordpress.com/tag/heather-wilson/

Words will fail you when you look at the sheer excellence of retail that is the Yorkshire Soap Company. It would actually be a plot spoiler if we explained just why this business is as good as it is – but its amazing retail theatre, clear offer and passion for a job done well – we have to insist you rush there straight away and stock up on gifts and treats. http://theyorkshiresoapcompany.co.uk/en/content/7-locations

The toyshop of your child hood dreams  – The Old Treehouse, is just around the corner in Hebden Bridge with child friendly retail displays that allow children to play and experiment. At child’s height and with child friendly music in the background, the toys are open and ready for play. A lovely collection of unusual and non plastic treats and clothing (and a BABY CHANGING FACILITY) this retailer puts many high street stores to shame! http://www.theoldtreehouse.co.uk/

A florist with beautiful theatre, patience and starter handheld posies that can make someone days for £5 (astonishing these days) The Willow Garden is celebrating 20 years in business – and our team could see why. http://www.thewillowgarden.com/

Spirals Fair-trade Retail shop was a fantastic testament to the vision of Fair-trade and contains a wealth of products that are gorgeous for you and your home, and ethically sourced. The staff here literally beamed all the way through the mystery shop visit. These smiles could be a saving grace for many a failing retail high street and the passion and knowledge is refreshing. http://www.spiralsfairtrade.co.uk/

So a big well done to all the winners. If you know Hebden Bridge and your retail or service business isn’t listed here – it could be that they weren’t nominated. So don’t delay – change that today.

If you want your business or a business you admire to be put to the test – then please nominate them for a CATH today – wherever they are in the UK – our team can put them to the consumer test.

If you need a boost to your business  - the Insight with Passion team can get you heading for the stars – give us a call for a free consultation today.

It’s not personal, it’s business

I am listening to David Cameron talking about corporate responsibility.

Business, he says should do more, should help plug the gaps and have a sense of social, as well as fiscal responsibility.

He’s talking because there is an unease whenever business or the corporate sector becomes involved anywhere that is felt they shouldn’t be dipping their toes.

Why is that? Is it because when we hear the word “corporate” we think of certain behaviour, emotions and reactions?

There is a scene in one of the best RomComs ever, You’ve Got Mail. Yes, OK, taking business inspiration from a Meg Ryan film might seem strange but bear with me.

At one point, Tom Hank’s character says to Meg’s, “it’s not personal it’s business, repeat that whenever you feel you are losing your nerve. It’s not personal, it’s business.” “The first thing business should be”, she says, “is personal”.

Business it at the very heart of all of our lives. It is the thing that takes us away from our families and homes for over eight hours a day, it is what we often use to define ourselves and help us to live the lives we want. Whether we are fulfilled by it or not business is, to all of us, personal. It is enormously inspiring and motivating for many of us, but that, as I see it, only makes it more personal.

So how come, I ask again, do we not see it that way?

Many businesses and firms should be applauded when it comes to donating their time, energy and effort to the local community. But for others it can seem like it’s an add-on. Corporate responsibility, all too often, is something that is done either to reduce business rates, improve public image or tick a box in a KPI.

Giving 10% of your time and resources with what seems like your hand tied behind your back isn’t going to make a huge difference. Yes it might get you a few nice press cuttings, give you a cheesy pic for your newsletter and make a few board members pat themselves on their backs but, really, what kind of impact are you having?

Over the past five months or so I have been talking to the media about Insight with Passion’s Retail Clinics. The idea of Access for All, of an organisation giving 20% of its time, resources and energy towards community projects has been a tricky one to communicate. Not because the idea isn’t clear but because they simply don’t believe me. I had an email exchange with one editor for the best part of two hours as he tried to clarify what it meant. He simply couldn’t grasp that any company would give that size a proportion of its time on a project that wouldn’t make them any cash.

Isn’t that the saddest thing you ever heard?

Listen up, “business”, this is me with my PR hat on. When you get upset about what people are saying about you either it’s because they don’t like you or because you’re not getting your message out their effectively enough. If they don’t like you, well you can make them but it takes time. If you aren’t getting your message out effectively then that’s something you can change easily.

Business should be personal because it has an increasing part to play in our day to day lives. Everything shouldn’t just be about profit. Business is often promoted in a way that is all about selfish money-making and self-advancement. The consumer should just put up and shut up.

There has to be another way, and there is.

Sharing your skills and expertise with those who can’t afford to pay for it or don’t know they’re looking for it through campaigns or projects is a great way of getting business to be a little more involved.

Being a little less “me, me, me” and a little more “we, we, we” means business can be more personal and be seen that way.

For firms that are already doing it, they should be shouting from the rooftops. And we should be jumping all over ourselves to get involved.

Twitter Weekly Updates for 2012-02-20