Standing in front of her, there was an uncomfortable hiatus whilst I waited for her to look at me, which she eventually deigned to do.  I was a bit cheesed off by then but chatted about how busy it was this lunchtime, wondering if this was the reason for her manner.  The shoulder shrug would have made anyone with Gallic heritage proud. Now, I’m always happy to give feedback and it’s usually of the positive kind, but on this occasion I really couldn’t help myself.  So I gave her the opportunity to listen to some of my wisdom along the lines of, she was there to serve customers, if she wasn’t happy meeting people then she might like to work in a windowless shed somewhere, that I was paying her wages and frankly she hadn’t earned it – plus other choice phrases much along the same lines.  She still wasn’t ‘bothered’ but I was so out of sorts it quite spoilt my enjoyment of the pastry delicacy I’d bought!

Although a minor irritation in the grand scheme of things, this exchange did get me thinking about the relationship between the shop assistant or waiting staff, the customer and the overall business. I find it hard to understand why some owners of shops, bars, hotels and restaurants fail to recognise how important their staff are when dealing with customers and how this impacts on the success of their business.  I believe there is a direct correlation between having great staff and having a great business.

Treating customers with basic civility must be a given for any business. Why would anyone want to give their hard earned money to a business where the staff are surly or downright rude?  It takes nothing to smile, make eye contact and engage with customers; just a bit of thought.  The customer experience is then completely different and this small exchange will be appreciated.  It is not just about this little bit of interaction. It is about an approach and attitude where staff truly believe their responsibility is to make and keep their customers happy.  So happy, that they will return and buy again.  This in turn, translates to happy and increased number of customers, more spend and ultimately a successful business.  Yes I know that this appears very simplistic but the connection between staff and a successful business is undoubted.

Getting the right staff, with the right attitude is a challenge but is worth the effort, as the difference this will make to any business is tangible.  My personal mantra when recruiting is to recruit for attitude and train for skill.  It is always possible to train staff to operate a till, for example, but if they don’t have the right approach and attitude in the first place, all the training in the world will not change this.

Cornwall based businesswoman, Sue Hook, is taking over the Presidency from Martin Follett who has held the position for the past six years.

The appointment was confirmed at the Cornwall Chamber of Commerce’s Annual General Meeting at the end of December and the board is now delighted to announce Sue as their new President, whilst thanking Martin for all of his hard work.

Richard Glover, Chief Executive of Cornwall Chamber of Commerce said:

“Under Martin’s leadership the Chamber has been transformed. Thanks to his hard work we can look to a plan that has provided a growing membership, a stronger organisation and a higher profile than ever before. This has given businesses in Cornwall a strong voice to be heard both inside and outside the county. With such solid foundations, we are excited about the future and moving forward with Sue as our President”.

Martin Follett, who is a Partner at Michelmores Solicitors, is satisfied that he has achieved his aims during his Presidency and looks forward to the Chamber’s future.  He said:

“During my term we have changed the constitution, creating a more focussed board of directors and a representative council and ensured that a professional management team has been put in place.  It is healthy for Cornwall Chamber to now have new leadership and direction and I wish Sue the very best in her new role”.

Martin continued:
“With her own business in the County – Sapience HR – Sue will be focusing on ensuring that the Chamber listens to what its members want and delivers value for Cornish businesses.

Sue said:

“We have many micro or small businesses in Cornwall and I feel that I can put forward the position of running a small business in the county, whilst making sure that we offer larger businesses excellent returns.  The Chamber works hard to support all businesses to develop and its success in this is reflected in the increase in members and wider range of networking opportunities organized aross the county.”

Sue continued:

“Martin has been a fantastic President.  We have a good board and council in place and people who are passionate about Cornish businesses and representing Cornwall to the rest of the country.  Thanks to the strong position that Martin has worked to put the Chamber in, I’m excited to be taking this forward”.

The Cornwall Chamber of Commerce and Industry was established in 1988 and has since worked hard to improve the prosperity and competitiveness of Cornish businesses.  Its network links over 2000 organisations across all sectors and size of businesses throughout Cornwall, whilst also being part of the British Chamber of Commerce and linked to 54 regional Chambers across theUK.

Recruit The Right Staff For The Right Job

You know what it’s like.  Someone’s left their job at short notice.  You haven’t been quick enough to fill the post and now the work is piling up.  You take the first person that comes along that looks halfway decent.  And now you’re a few months down the road and you know that they’re not right for your business.  This year, promise yourself to get the right staff for the right job – first time. Take time to plan and really think about the sort of person who would be right for the role.  Don’t just recruit someone because they are available and breathing. Think about the team fit, what skills they need to have and above all, their attitude.  And if you don’t find the right person first go, have another try.  It’s a big decision recruiting new staff so it’s worth spending time getting it right.  It will save you time in the long run!

Get Your HR Documents Up To Date

Are your contracts of employment up to date?  Do they reflect the needs of the business?  Are they legally compliant?  What about your policies and procedures? Although not the most exciting job, it is nevertheless necessary to make sure all these basics are right.  Once this job is done, you will be happy knowing that you can rely on everything being in place.

Tackle Work Place Conflict

You’re worried that two of your Supervisors just don’t seem to get on.  They constantly bicker, try to outdo each other and are quick to let you know when the other doesn’t deliver.  You’ve talked to them both but things have not improved and both of their work is being affected.  Don’t give up.  It is worth taking the time and trouble to sort this out. Remember, work place conflict costs.  It costs in terms of time, employee turnover, lost productivity and money – but most of all, in terms of the stresses and strain for those involved.  Continue to deal with this until the situation is resolved.

Retain Your Staff

Finding the right staff for your business can be hard.  Keeping them is even harder!  Make the effort to look after your good staff and help them stay with your business.  You can do this by regularly reviewing their performance, discussing career options and progression, giving them stretching projects or responsibilities, listening to their ideas or suggestions, involving them with and communicating about, the business.  Research shows that the relationship staff have with their manager is one of the key factors in companies retaining (or otherwise!) their staff.  Make it a priority this year to really work on keeping your good staff.

Legislation

Are you ready for the new employment legislation changes coming in 2012?  In fact, are you aware of and have you implemented the changes from last year? Whilst many businesses are keen on the introduction of the longer qualifying period for unfair ismissal claims, many have not yet taken account of the potential impact of the recently introduced Agency Worker Directive or are aware of the proposal for a £5,000 fine if an employer loses an employment tribunal claim, for example. Keeping up to date with employment law can be daunting for small businesses but it’s necessary if you don’t want to unwittingly fall foul of any law changes.  Make sure you keep your HR practices up to date and legally compliant.

Train Your Staff

Finding the time or money to train your staff during tough economic times is a challenge.  But you can look at this as a real opportunity rather than a cost and aim to be one step ahead of the competition by spending time now, to make sure that your staff are fully trained, in all aspects of their job.  Your business will then be ready to step up, when things improve. Your staff are your most important asset and investing in them will improve their performance and overall, improve your business.  And as Andy Grove said in his book  ‘High Output Management’, “Training is the boss’s job!”

If you think we can help you to keep your HR New Year Resolutions, please telephone for further discussions.

www.freeimageslive.co.uk

The recent case where jockeys’ Paul Doe and Greg Fairley have been banned from racing for 12 years for “not riding a horse to its merits” after an investigation into corruption, got me thinking. It got me thinking about how this might apply in the workplace.  What would it be like if we could ban a company for “not utilising staff to their merits”.

We all know companies where they just use their staff, see them as a commodity to be dismissed when the going gets tough and companies who frankly, just treat their staff appallingly.  Now, please don’t think I am at the pink and fluffy end of HR practices and want a liberal, softy approach to dealing with staff.  Far from it actually. But I do think there are ways of treating staff, where companies can absolutely get the best out of their staff and give them opportunities to develop and utilise their intellect, skills and experience.  Staff do not leave their brains at home when they come to work and companies up and down the land are missing the best that staff can offer, because they do not take the time and effort to nurture the talent they have in front of them.

Can you imagine what it would be like if all companies where focused on getting the best out of all of their staff.  What a difference it would make to the bottom line and for each employee, there would be a tangible opportunity to grow and develop both personally and professionally.

So, in my view, “not utilising staff to their merits” in any company, is a crime currently without a punishment!

A Practical Guide for Employers to the NEST Pension Regulations

From 2012, changes to pensions law will affect all employers in the UK. Employers will need to get to grips with preparations for pensions reform which requires the auto enrolment of all employees into the National Employment Savings Trust (NEST) or a qualifying workplace pension scheme.

When:         Wednesday 18^th January 2011

Time:          8am for breakfast until 10am.

Where:       The Business Space, Chiltern House, City Road, Truro, TR1 2JL.

Price:         £20 per person (There is no charge for Sapience HR and Knight O’Byrne Clients)

If you would like to book a place for what promises to be an extremely informative session please call our offices on 0845 602 1453 or book your place here

latest employment news through a blog and social media channels, while providing a colourful side with the especially designed cartoons.

The cartoons have been exclusively drawn for Sapience by Beano artist Nick Brennan. Nick has worked with Sapience HR in the past on projects, providing an unusual and comical style to traditional topics. Nick said

“I’ve had a brilliant time working with Sapience adding a bit of humour into their adverts. It’s been fantastic seeing a local business growing and becoming more successful, and being given the opportunity to contribute to their website with caricatures of the staff was great fun.”

Becky joined Sapience HR as part of the Unlocking Cornish Potential Graduate Scheme in September 2010. Becky commented:

“We were thrilled to have Nick on board to draw the cartoons. They provide a really fun, quirky edge to the website that still reflects exactly what Sapience does. They show us all as super heroes – which of course we are to our clients! We hope that this unique edge will help employers understand the types of services that we offer, while making HR appealing and interesting.”

The website is just one of the measures Sapience has implemented to help the business communicate with its clients faster and more efficiently. Becky joined the team at Sapience as part of the businesses expansion, which saw a move into new offices at the refurbished Brewery Court in Hayle. Company Director Sue Hook commented:

“The positive impact Becky has made to the company over the past nine months would not have been possible without the support of UCP. The new website is a great new tool that will help us communicate the latest HR news and advice which will help businesses in Cornwall keep up to date with current legislation.”

Studies show that poor management of workplace health can lead to work-related ill health and to high levels of sickness absence, which isn’t surprising. The introduction of the Workplace Wellbeing programme has tried to combat this problem, paving the way for a new dimension of thinking, by promoting healthy eating and increased exercise at work.

As positive as the desired outcome may be, I can’t help but wonder how sustainable the healthy workplace is in the long term? We all enjoy making resolutions to be healthier and eat less, but can enforcing this in the office be the push we need to change our lifestyles for the better or too much ‘interference’ from our employer?

Offering employees benefits such as discounted corporate gym membership is a great incentive to encourage people to exercise. Used by organisations globally, the gym is an effective way to promote greater fitness and promote a healthy mind. But how long will this new found ambition last? Memberships can prove expensive, require dedication and discipline. According to research by online accountants Crunch.co.uk over £37million a year is wasted in Britain on gym memberships that are never used, with most ceasing their memberships after 18 months.  Can your business afford to waste gym membership fees?

Encouraging employees to eat healthier is a great concept in practice. In an office with over 20 staff, we all know the regular challenges we face with the numerous birthdays, anniversaries, and celebrations prompting a display of delectable delights, making it impossible to say no to a piece of chocolate cake!

Maybe I am taking the cynical approach, but recognising that people are creatures of habit may be a step in the right direction. Rather than trying to enforce a healthy regime for your staff, a slow and steady approach may be better received. This helps ensure you do not alienate those who do not share the new found passion for exercise or simply cannot take part through physical limitations.  A group activity in which everyone is able to participate is likely to be better received and achieve the desired positive response, whilst boosting team morale.

A few suggestions include: 

• A Friday afternoon Yoga workshop in your conference room,
• Promoting power walk at lunch ensuring people take a break away from their desk
• Introducing fruit baskets, yoghurt or smoothies as an alternative to cakes
• Encouraging employees to walk or cycle to work (If possible)
• Organising regular team days which encourage gentle exercise, or cooking classes to promote healthy eating

These simple steps can help promote the healthier workplace without the overbearing diet and exercise plan that can make some nervous and unsteady. If all else fails reducing the amount of sugar in your coffee is always a step in the right direction!

Graham joins Sapience HR with a wealth of HR knowledge from previous roles within the Cornish Business Community. Graham’s expertise will provide local businesses with practical advice in all areas of Human Resources that can seem confusing on a day to day basis. Graham said:

“I am really happy to be part of the Sapience team here in Hayle. It’s a great opportunity to use my knowledge to help SME’s in Cornwall.  I am able to help them by adding further value to their HR operations whilst keeping costs down. ”

Graham joins the expanding team in the Sapience HR to aid the company’s further sustained growth. The Business celebrated the move into new offices in Old Brewery Court last September. Company Director Sue Hook said:

“This is an exciting time for the company and Graham is a great asset to our team. Graham will play a key part in helping local businesses understand the importance of HR and how it can help them manage their operations in the long term.”

To contact Graham Symmons please call the Sapience HR office on 0845 602 1453.

The seminars will give practical advice on HR practices and employment law issues such as disciplinary procedures and tackling sickness absence in the workplace. The next seminar is due to take place at the Lakeview Country Club, Bodmin on 6th April 2011 from 9:30am – 12:30pm

The half day sessions hosted by Director Sue Hook, are designed to raise awareness of situations that employers could face by relating legislation to recent cases. This is a great opportunity for local employers to put their current procedures to the test and get some top tips.

The seminars will also give employers the chance to quiz the experts on any questions they have regarding the upcoming employment law changes while networking over a complimentary lunch.

If you would like further information please contact the Sapience HR Office on 0845 602 1453 or email becky.palmer@sapiencehr.co.uk.

The Tea Party gave business owners in Hayle and the surrounding area the opportunity to see the new premises and learn about the services Sapience has to offer. Businesses networked while enjoying light refreshments and fresh Cornish Produce. The event proved a great success and provided the opportunity for business owners to tap into some key resources regarding employment legislation and employment factors that might affect their business.
Sue says:

“Our tea party was a great opportunity to get to know the local business owners from Hayle and introduce the services that Sapience offers. I hope that we can build a good relationship with businesses in the community.”

Sue’s business specialises in providing outsourced human resource and personnel consultancy services to businesses in Cornwall and the South West. After building up the business up over the last 3½ years, the time arrived to move into premises and take the next step in building the business. Sue has successfully expanded her business by moving into the newly refurbished and historic Brewery Court, which was previously Ellis Brewery in Hayle.

Further information:

If you are interested in the services that Sapience HR can offer to your business please contact Sue Hook on 0845 602 1453