Borough Business May 2016

BOROUGH

BUSINESS The voice of Kingston’s business community

Issue 1: Summer 2016

Expo2016 Mark Wright to address Expo delegates on embracing the potential of digital technology.

KINGSTON BUSINESS

EXPO2016 technology in business

Spotlight on Kingston - p 8

Dan Cooke Inspirational Leader - p 14

Ask the Expert - p 21

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WELCOME TO

BOROUGH BUSINESS The Kingston Chamber of Commerce magazine for all Businesses in Kingston

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exciting and potentially prosperous times for Kingston. The creation of Exchange@Kingston will give us much needed flexible and incubation workspace and other mixed use developments planned across the borough, including Tolworth and New Malden, will offer Grade A office and commercial space. Our “Spotlight On….”

Article on page 8 will tell you more.

Expo 2016 is upon us and this year is featured as an official part of London Technology Week, a festival taking place across the city and representing the entire technology ecosystem. Kingston Business Expo is a major event in our annual calendar and this year has more stands, more workshops and more networking opportunities than ever before.

All this and it’s FREE to attend!

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Chamber News Chamber Awards Members News Spotlight on....

Skills Update Inspirational Leaders Cover feature-Expo Ask the Expert A day in the life ....

Health & Wellbeing Legal Services Finance for Business Starting Up Forthcoming Events Business News Reader Offers New Members

4 5 7 8-10 13 14-15 16-19 21 23 24-25 26 27-29 30 31 32-33 34 34

Editorial and General Enquiries Guildhall, High Street Kingston upon Thames. KT1 1EU. 020 8541 4441 Email: office@kingstonchamber.co.uk Web: www.kingstonchamber.co.uk Chief Executive: Jerry Irving

Reflecting exciting times for business.

I am delighted to welcome you to the very first edition of “Borough Business”, our new, exciting and highly informative quarterly magazine and my thanks to all those who have already contributed and invested in its future.

Coming to the decision to completely restyle our magazine has taken some time. Eureka served us well for as many years as I can remember but Kingston is changing and I and the Board of Directors came to the conclusion that businesses need a publication that reflects what is happening.

Growth and regeneration are now, rightly, high on the agenda. Development work will soon be starting on the Old Post Office site and with the recently successful planning application for the Eden Quarter, these are

Of course our other major event in the calendar is the Kingston Business Excellence Awards, a sell-out event last year as we celebrated all that is great about doing business in the Royal Borough. This year it could be your company’s turn to lift one of those prestigious awards but, as I always say – “you have to be in it to win it”. So get your entry in now and by becoming a finalist you can join us on 13th November celebrating with the rest of Kingston’s finest.

Finally, I do hope you enjoy “Borough Business” which is designed not just for the benefit of our members but as one which also draws the interest of the business community across the whole Royal Borough of Kingston upon Thames. Please do let us have your feedback and ideas about what you would like to see in future editions.

Jerry Irving CEO Kingston Chamber of Commerce

Publisher: Ian Fletcher Benham Publishing 3tc House, 16 Crosby Road North, Crosby, Liverpool L22 0NY Tel: 0151 236 4141 Fax: 0151 236 0440 Email: admin@benhampublishing.com Web: www.benhampublishing.com Published June 2016 © Benham Publishing and Kingston Chamber of Commerce Advertising and Features Karen Hall Tel: 0151 236 4141 Email: karen@benhampublishing.com Production Manager Mark Etherington Tel: 0151 236 4141 Email: mark@benhampublishing.com Media No.1530 Disclaimer Borough Business is published for Kingston Chamber of Commerce and is distributed without charge to Chamber members.

All correspondence should be addressed to Kingston Chamber of Commerce. Views expressed in Borough Business are not necessarily those of Kingston Chamber of Commerce. Reprinting in whole or part is forbidden except by permission. © 2016. Please note that submitting an article does not guarantee publication.

Whilst every effort is made to ensure the accuracy and reliability of material published in this journal, Benham Publishing and its agents can accept no responsibility for the veracity of claims made by contributions in advertising or editorial content.

Benham Publishing cannot be held responsible for any inaccuracies in web or email links supplied to us.

BOROUGH BUSINESS - The voice of Kingston’s business community

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chamber news Chamber News Update A brief round -up of the Chamber's support and activity in the Borough over the past few months.

Outgoing President Alex Whitman’s chosen charity for 2015-16 was Creative Youth. At the Chamber’s AGM in May he confirmed that the Chamber had raised just under £5400 and presented Chairman Robin Hutchinson M.B.E with the cheque.

Supporting a worthy cause As the Chief Executive of the Rose Theatre, I thought that as President of the Chamber of Commerce, it was important to choose as my charity one that works within the performing arts.

I have chosen Global Arts because of the great work they do with the diverse community of Kingston, both culturally and across the age barriers.

Their objectives are very clear and I feel that the Chamber should fully support them both as an organisation but also with our fundraising activity across the year.

The objectives are: To advance the education of the public in the arts of minority ethnic communities within the Royal Borough of Kingston upon Thames and its environs in particular, but not exclusively, by the provision and co-ordination of artistic events;

Kingston Chamber hosted a very successful International Trade conference as part of Exporting is Great Week in April.

The event was run in conjunction with UKTI and supported by Kingston Council, Kingston University, HSBC, Richmond Council and Wandsworth and Hounslow Chambers of Commerce.

Over 40 businesses attended and as well as hearing case studies from business owners already benefiting from International

And To advance the education of young people in artistic skills through both informal and formal education channels and through community networks in order to foster an appreciation and enjoyment of them.

With my stated aims of widening the membership of the Chamber, I feel that Global Arts are a very appropriate partner this year.

To find out more about the charity, visit www.globalartskingston.org

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BOROUGH BUSINESS - The voice of Kingston’s business community

Trade, the conference also included practical advice on financing overseas contracts, what documentation is required and, most importantly, how to secure payment.

Earlier in May Kingston Chamber joined the Mumpreneurs Networking Club's Bus Tour on-board the NatWest Start-Up Britain Bus. Director of the Chamber Cllr Rowena Bass also visited to show support for the event in her official capacity as the new Deputy Mayor of Kingston.

Simply the best!

Kingston upon Thames is riding on the crest of an economic wave and the prestigious Business Excellence Awards - which opened for entries in April - reflect the success stories and entrepreneurial talent helping to make it possible.

The programme fosters a healthy platform for competition, raising the bar among local businesses and enhancing the Kingston economy.

Its crowning event, the glamorous Gala Dinner, is on October 13 this year, when winners in 13 categories plus an overall Business of the Year will be announced.

Borough-wide, Kingston is attracting major investment in homes, leisure facilities, retail, office space and transport infrastructure – every station in the borough will be a stop on the Crossrail 2 railway. Kingston is in the spotlight and there is no better time to showcase the strength of its business community.

Jerry Irving, Chief Executive, Kingston Chamber of Commerce, said: “The Kingston Business Excellence Awards celebrate the Royal Borough’s grassroots businesses who contribute to its prosperity and help make the Kingston offer so attractive to the many investors seeking to have a presence here.

“We would encourage all Kingston companies to enter.

Don’t be modest and don’t fear failure. Of course winning is important but every entrant is offered feedback from our judges, so even those who are not shortlisted will receive advice on how to make the cut next year.”

“The Gala Dinner which was a sell-out in 2015 isn’t just for short-listed companies, it’s for anyone seeking to do business in Kingston. What an excellent networking opportunity it is, to have the cream of Kingston’s businesses all in one place.

“And it’s certainly not a stuffy affair. Amidst the serious messages of growth and prosperity, and the business of crowning our winners, you’ll find a few of our presenters trying their hand as stand-up comedians and bantering with our lively audience.”

The Awards are led by Kingston Council, Kingstonfirst and Kingston Chamber of Commerce, the key organisations for promoting and enhancing the borough’s businesses. Prominent local names and well-known national brands are sponsoring awards’ categories and gifts.

They include headline sponsor NatWest plus Antoinette Hotels, CNM Estates, Glenmore House, GSUK, Genuine Solutions Ltd, Kingston College, Kingston University, McDonald’s and TaxAssist Accountants.

This year’s programme opened for entries following a launch party at Surbiton’s stunning Glenmore House – last year’s winner of the Best Business for Leisure and Entertainment category and proof that winning does indeed pull in more business.

Genuine Solutions won four awards at the 2015 Gala Dinner, including Business of the Year.

Paul Crossman, an MD at the company, said at the launch: “Winning means three things: recognition, morale and fun.

We were totally humbled to be recognised by our peers.

It was a fantastic morale boost for our team, it lasted for months.

And it was a fantastic night, a great experience.”

Entry deadline is June 24 after which the judging panel will make a shortlist for each category whose representatives will be invited to complete a more in-depth entry form and attend a judging day for a 30-minute interview.

Categories include Commitment to the Community, Best Business for Customer Service, Best Start up Business, Entrepreneur of the Year, Best Business for Food, Hospitality and Leisure, Independent Retailer of the Year, Best SME Business, Best Business for Staff Training and Development, Best Apprenticeship Employer of the Year, Best Charity or Social Enterprise, Best Creative and Media Sector Business, Tech Innovation of the Year and Best Business for Marketing and Social Media.

For sponsorship opportunity details, e-mail Vivien Newbould vnewbold@wlcreative.org.uk.

To enter, visit www.kingstonawards.co.uk

BOROUGH BUSINESS - The voice of Kingston’s business community

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members news

A warm welcome awaits you at the Antoinette Group of hotels

Ideally located, Antoinette Hotels offer you the largest and most established hotels in the Royal Borough of Kingston upon Thames and Wimbledon, alongside our elegant Boutique Hotel and cocktail lounge, Hotel Bosco in Surbiton.

We are delighted to include in our Hotel portfolio, the four star Crown Manor House Hotel, perfectly located in the heart of Lyndhurst Village, the capital of the New Forest National Park.

The Antoinette Kingston overlooks charming landscape gardens and has over one hundred comfortable and well equipped bedrooms. Guests can wake up to a complimentary breakfast, enjoy a drink in our well-stocked bar and dinner in our superb restaurant.

The Antoinette Wimbledon has 47 individually air-conditioned

bedrooms and peaceful roof gardens. Guests can spend time and relax in popular hotel restaurant and bar, The Lambourne.

Hotel Bosco in Surbiton is an elegant four star boutique hotel, with 20 individually designed bedrooms offering sophistication for guests who desire that little bit extra.

Serving amazing cocktails and food, Bosco lounge is glamorous and stylish with a great vibe and unique atmosphere.

The Crown Manor Hotel is an exquisite, 50 bedroom, four star boutique hotel in the heart of Lyndhurst. We offer guests a relaxing English countryside getaway with real log fires and tranquil gardens. The Bar & Grill at The Crown offers excellent, locally sourced food, in smart yet relaxed surroundings.

All of the Antoinette Group hotels offer guests a warm welcome, excellent value for

BrightLion launches its new Website and asks businesses if they are prepared for marketing success Surbiton based company, BrightLion has launched its new website, www.brightlion.co.uk, which advocates the need to properly plan marketing communications in order to reap the most return from consumers.

The website asks its visitors if their business is prepared for marketing success and explains why following a strategic approach for communicating with customers and consumers is critical.

BrightLion.co.uk includes a set of questions which BrightLion believes each business should be able to answer. It explains that marketing campaigns should be approached with objectivity with no allegiance to any channel – from networking to social media.

Co-founders Anna Hastie and Georgie Eley, are evangelical about the need for taking a

strategic view in order to keep pace with technological change in the consumer and media landscape.

Anna says ‘we often meet business owners who feel compelled to use de rigueur channels without a clear understanding of why and how.

Or there is the tendency to stick with what they know without exploring channels that could be very effective. We show businesses how to use data freely and easily accessible to them to uncover real insights, not just observations, and skillfully apply them to their business, and its communication efforts with relevant and lucrative target audiences. We ensure businesses are asking themselves the right questions so that

marketing decisions are based on insight’.

Georgie adds ‘We approach communication planning holistically – and bring content strategy right to the forefront.

It’s crucial that audiences are communicated with in the right way in order to generate the desired behavior or action.

We equip our clients with the tools to ensure that they engage an audience, as being visible is simply not enough in today’s landscape.’.

Visit the website today (www.BrightLion.co.uk) and see how you could unlock the potential of your business through smarter marketing.

money, comfortable beds, secure parking and fantastic food. We are proud to operate as privately owned hotels and excel in offering a personal service.

We specialise in accommodation, conferences, banqueting, receptions and weddings. Whether you are organising a business conference, club event or wedding anniversary, the Antoinette Group is an excellent choice.

We look forward to welcoming you soon.

Great deal on foreign currencies Get your holidays off to a great start with our great rates.

Visit the John Lewis Bureau de change, located in Customer services at John Lewis Kingston where you can buy any one of 30 foreign currencies at 0% commission as well as traveller’s cheques.

Our rates are checked against competitors daily. Also, if you can purchase your currency cheaper elsewhere, we will match it on the same day at John Lewis Kingston as part of our Never Knowingly Undersold price promise* *Our Never Knowingly Undersold price promise is not available online.

BOROUGH BUSINESS - The voice of Kingston’s business community

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spotlight on...

Kingston

an exciting place to do business Kingston upon Thames is an exciting place to be, fusing as it does a sense of innovation, a commitment to culture and heritage and excellent opportunities for businesses to thrive.

With excellent links to central London, a growing local population and boasting one of the top three shopping destinations in the capital, Kingston is a perfect location for businesses.

Since 2001, Kingston’s population has grown by over 13% and is predicted to grow by a further 7 per cent to 181,000 by 2025.

The borough’s rich heritage assets - the Coronation Stone,

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ancient marketplace, the River Thames, its medieval and tudor buildings as well as the ideas and innovation coming out of the university - all create a vibrant and energetic atmosphere for businesses to thrive in.

Large companies like Unilever, John Lewis and Bentalls through to a burgeoning range of startups and small independent shops have already recognised this and call Kingston home.

Hilton Hotels and EQ Group have also announced last

BOROUGH BUSINESS - The voice of Kingston’s business community

year that they will be opening a new hotel in late 2016.

Kingston council recognises the potential of the borough and is fully supporting and promoting its growth through its Kingston Futures programme.

Kingston Futures is a partnership between the public and private sector. Its aim is to attract inward investment by promoting Kingston as a first-class European business location.

The borough’s rich heritage assets the Coronation Stone, Ancient Market Place, the River Thames, its medieval and tudor buildings as well as the ideas and innovation coming out of the university - all create a vibrant and energetic atmosphere for businesses to thrive in.

A key element of the programme has been the development of the Eden Quarter planning brief created in 2015. This has provided detailed guidance to developers to take a more considered approach to the development of the area which builds on our positive aspects while respecting the historic fabric of Kingston town centre.

The recent approval to revamp the Eden Walk shopping centre will include the creation of 380 new homes, a new shopping centre, a cinema, public parking, new public spaces, the re-design of the existing memorial gardens and much needed office spaces.

With £400 million of investment

by British Land/USS, Eden Walk is one of the borough’s most significant opportunities for growth; its regeneration is set to be a massive boost to the local community and economy.

As part of the recently approved St George Old Post Office redevelopment, the Council has secured premises for a business

growth hub - The Exchange which will offer 100 work and incubation spaces for new business start-ups. As well as offering fledgling businesses a place to work, entrepreneurs will also have access to finance and specialist advice to help grow their businesses. They’ll also be given unique and exciting opportunities to connect with major companies.

As home to the largest Korean population in Europe, the council is forging business links with that country. It recently hosted three Korean delegations including the Ministry of the Environment and members of both its environment and technology industry.

The council is also busy with plans to entice a new Crossrail Station 2 to Kingston and regenerate the Ashdown Road area which will create the best possible conditions for the town’s economic development supported by additional jobs and business spaces.

Kingston council recognises the potential of the borough and is fully supporting and promoting its growth through its Kingston Futures programme.

BOROUGH BUSINESS - The voice of Kingston’s business community

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spotlight on...

"That in itself shows the commitment and innovation Kingston's business community has towards making the town one of the best places to live and work.

"More than 10 years on and Kingstonfirst has evolved beyond all recognition, to meet the ever changing needs of a leading UK destination.

Ros Morgan, Chief Executive of Kingstonfirst said: "In 2004, Kingston businesses came together to discuss ways to improve the town centre and increase the number of people visiting and doing business here.

"From those initial meetings, Kingstonfirst, the UK's first ever Business Improvement District, was born.

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"Not only have we introduced innovative services like free recycling for businesses, we are now a key partner in the ambitious redevelopment plans for Kingston.

"With a multi-million pound redevelopment of Eden Walk shopping centre approved last month, these are exciting times to be a part of Kingston's flourishing business community."

BOROUGH BUSINESS - The voice of Kingston’s business community

Hotel to open Hilton Worldwide and EQ Group announced late last year that they are to open ‘DoubleTree by Hilton London Kingston upon Thames’.

The hotel will open in the latter half of 2016 on the corner of Skerne Road and Down Hall Road, following a multi-million pound fit-out. It will have 146 rooms and suites, a restaurant and a bar as well as conference and meeting rooms.

business news Open Telecom providing cost savings for business Cutting all overheads for local businesses and organisations is a daily challenge for owners and directors.

There is one overhead area in telecommunications that is often overlooked, but can provide some of the most significant savings and cost reductions you will ever be able to achieve. Sadly most business owners do not even realise this option is available.

David Shorten, a Director at Open Telecom Ltd, explains that even though it has been possible to buy BT line rentals, call charges and all other services from other suppliers at reduced rates for decades now, some businesses have been sceptical of these ‘other’ resellers and slow to embrace and trust them.

“This is mainly through previous bad experiences”, he says, “and the fact that once-bitten-twice-shy is enough to retain BT customers that they don’t actually deserve.

The crux of the matter is simple.

Companies like Open Telecom specialise in two things. One, being a BT reseller offering massive cost savings and reductions over BT prices direct to the customer, and two, being experts in managing local businesses with a dedicated team of individuals who spend all day working exclusively to offer advice,

products and services, and technical support to help local organisations”.

He goes on to explain that even though Open Telecom’s range of products and services extends far beyond just saving money on calls and lines, typically between 40-50% savings versus BT, they also provide physical telephone systems and VoIP Hosted solutions. They also provide memorable and golden telephone numbers with a range of pricing options to suit any size of business, and any budget.

Brian Cherry from Renfrewshire Cab Co, one of the UK’s biggest cab firms, transferred all of their lines and call services from BT to Open Telecom several years ago, and explains how easy the process was. “The transfer from BT was absolutely seamless and imperceptible, and ever since

then we have saved thousands of pounds by simply paying less for exactly the same product and service as we did with BT”, says Brian. “Open Telecom are always attentive and offer exceptional customer support, whilst providing a 24/7 fault reporting and diagnostics service”.

Open Telecom provide all of their customers with a dedicated UK-based Account Manager so that there is always continuity of conversations and fault reporting.

They do not employ an Auto Attendant Call Centre option system, so you do not have to press half-a-dozen telephone buttons to eventually get through to completely the wrong person, or department, or worse still be put on hold for an hour and then get cut off. As so often is the case with BT. Worse still, and probably most importantly, whereas BT, Virgin Media and all the other big providers have been steadily increasing their prices every 6 months with gradual hikes, Open Telecom have been reducing theirs. BT are very subtle about how they sneak in price rises as most businesses cannot be

Telecoms for Chamber Members “Specialists in providing SIMs, Systems and Savings to local and national businesses”

If you take the time to look through your BT bill, you may see call connection or minimum call charges. BT can sometimes charge these fees which artificially inflate the cost of a call unnecessarily. It is little things like this that make a massive financial difference to the underlying cost of a BT invoice versus an Open Telecom invoice. They supply the same products that deliver exactly the same end result, but cost a remarkably different amount.

For more information on the products Open Telecom can offer you, or for a free Bill Analysis quotation, please feel free to contact David Shorten at Open Telecom on 020 33 888 888 or email david.shorten@opentelecom.co.uk

• Hosted and VoIP Telephony

• Cheaper BT line rental services than using them directly

• Telephone systems that integrate with all CRMs

Les McVay from Citycabs Edinburgh: “We have been using Open Telecom for a number of years and can wholeheartedly recommend them to any business”.

and let us help save you money and improve your telephony 12

Call costs have been gradually coming down over the years and Open Telecom pass these savings onto their customers through regular Account Management rate reviews to ensure everyone is on the best ongoing tariff.

• SIMs and Mobile Phone packages

020 33 888 888 For a quote please call

bothered to contest the odd 2% or 5% price increase hear-andthere due to apathy or hassle.

BOROUGH BUSINESS - The voice of Kingston’s business community

skills update Two apprentices, 600 clients and now a third office makes Bruce Burrowes one busy accountant!

Providing apprenticeships for a number of years now has allowed local Tax Assist Accountant Bruce Burrowes to grow his business while enabling young trainees to get real-life experience in accountancy.

Bruce currently employs apprentices, Jonathan and Georgia, in his Wimbledon and Surbiton offices. Four days a week they learn the in’s and out’s of a busy accountancy office while one day a week they attend a local college to learn the theory behind the practice.

to develop their careers even if that means moving on to new pastures. Bruce tells us; “We had one young student who worked with us while training and from the outset was very open about wanting to work for a larger corporate practice. We encouraged him to study and allowed him the flexibility to explore his options. This led him to winning a placement with a large firm in New York”.

Jonathan who has been with Tax Assist for almost a year says, “I really like that I am trusted to speak directly with clients and deal with actual situations. It gives me a three dimensional idea of what we learn in class.”

Anyone with a keen eye may have spotted that Bruce has now also opened a third Tax Assist office on Richmond Road in Kingston.

This has meant a shift around in the staff and increased responsibility for his apprentices.

Bruce says, “Georgia & Jonathan really play a key part in my business and are treated as any other employee. They are often the first person to meet and greet potential new clients and so their continued professionalism and enthusiasm is vital.”

He goes on to say, “By trusting them [the apprentices] it allows my senior staff to dedicate time with our current clients and develop new relationships.”

This is not the first time that Bruce has employed an apprentice and is a supporter of educating and enabling young people

While Bruce’s Surbiton office has already been adding value to Kingston businesses for many years, Bruce states that the new Richmond Road office will make it even easier for local businesses to pop in and will offer existing clients the choice of being able to meet at their most convenient location.

The office opened on the 3rd of May and an informal opening party is being held on Thursday 30th June, 5pm – 7pm with local businesses and residents all being welcome.

Skills, Employment and Training Update The Further Education (FE) sector has an integral role to play in shaping skills development, employment and training to organisations current and future workforces.

Here at our federated Colleges (Kingston College and Carshalton College) the planning process is well underway for an exciting 3 year strategy aligned to the GLA jobs and growth plan and to meet the evolving Government policy landscape for providers and businesses.

Government policy continues to evolve with new vocational models such as degree apprenticeships and mayoral led funded programmes for the sector to consider. Furthermore, The Future of Apprenticeships in England: Implementation Plan sets out new procedures to put employers in the driving seat, increase the quality of Apprenticeships, simplify the system and give employers purchasing power.

The new Apprenticeship Standards will impact significantly on how the sector responds to employer engagement and vocational delivery, for example it is anticipated that frameworks will be phased out over the coming years with 40% of the new standards developed at higher level. The end point assessment alone will modify the assessment process to an independent service impacting on how providers deliver their services.

The introduction of the employer levy will encourage new entrants to an increasingly competitive market while

Employers in England who pay the levy and are committed to apprenticeship training will be able to get out more than they pay into the levy, through a top-up to their digital accounts. The federated Colleges will run seminars and guide you through what this means for your business along with demonstrations of the new Digital Apprenticeship Service, an online service for employers of all sizes to facilitate the management of apprenticeships.

The London landscape boasts of a number of key economic projects such as the regeneration of Elephant and Castle, Nine Elms, Croydon and Kingston redevelopments as well as the Thames Tideway Tunnel which will create significant job opportunities.

The Colleges’ strategic planning steers forecast significant employment growth across the London Enterprise Panel, and the need for higher levels of qualifications for various industries.

The Colleges continue to reinvest to ensure that their provision is aligned to the employer market place more recently underpinned by two significant developments – a newly opened £10million Creative Industries Centre at Kingston College and a new £10m Technology, Engineering Centre at Carshalton College.

Dearman chooses Kingston College for Apprenticeships Dearman, the power and cooling company, has hired its first full time engineering apprentice. Cameron Douglas joins Dearman for four days a week while studying an Advanced Apprenticeship in Engineering at Kingston College.

He will be working with Dearman’s highly-skilled engineering team across a range of disciplines, including testing, development and machining.Louise Bracegirdle, Engineering Training Manager, Kingston College, said: “Kingston College has a strong track-record working with businesses to place apprentices, and we are glad to have added Dearman to that list.”

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inspirational leaders

Keeping ahead in an ever-changing world Shopping is undergoing a dramatic transformation as the Internet brings about massive changes and the successful high street traders are the ones that can adapt to the challenges presented by a world in which shoppers increasingly look online for their purchases.

That is the message from Dan Cooke, who is Head of Branch at the iconic John Lewis store in Kingston, which has been trading successfully on the site for 25 years.

Dan, 41, who started out as a Saturday boy and has 25 years’ experience in retail, came to work at the Kingston store two and a half years ago at a time when shopping was

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experiencing the biggest upheaval in its history.

He said: “Retail is changing at a rapid rate. We get people walking round our store with

smartphones in their hand, taking pictures of the things they are interested in buying then emailing them to themselves or checking if they can get a better price online.

“Sometimes they will see something that they like online then come down to the store to see it for real, so that they can touch it, see what it feels like.

“If customers are thinking like that, and doing their shopping

BOROUGH BUSINESS - The voice of Kingston’s business community

in that way, then stores like ours have to be there for them.

“You have seen what happens when that is not the case, for example the loss of BHS, which was a fairly traditional retailer.

“John Lewis has adapted and we have a strong online presence, including apps, so that customers can access information in whatever way they want when they want.

“We have had to recognise the changes that are happening in the retail industry over recent years. Our store, like so many others, is experiencing declining footfall but today it is less about footfall to the store, rather footfall to the brand. Today’s shopper expects all the relevant information at their fingertips.”

But for all that, an online presence has never been more important for retailers. According to Dan, a good offer is not just about a strong online capability, the key to success is ensuring that the 170,000 sq ft store itself is a pleasure to visit.

He said: “Good retailing is not just about having stores and it is not just about having an online presence, rather a combination of the two. You are seeing Amazon move into the idea of shops, for example. They can see the value of giving people somewhere to do their shopping.

“Shopping has become a leisure occupation for many people and our store team has to be constantly innovating so that when shoppers visit us, they feel inspired.

“For instance, we have recently carried out a re-fit of the ground floor and EHT to give it a more modern feel and we have introduced things like a pizzeria, an opticians and a bureau de change, all of which add to the attraction of the store.

“What we need to do is constantly try out new things so that we are giving people a reason to visit the store.”

Retail is one of the most important business sectors in Kingston and Dan is proud of the role that John Lewis plays in providing a strong offer to both local people and visitors.

He said: “I think that Kingston has got a lot going for it.

The big attraction with Kingston is its eclectic mix of historic and modern.

“It is a place where people can enjoy everything from flagships department stores like ourselves to the more quirky shops trading along Old London Road, as well as historical sites and parks.

“The retail sector plays a big part in making Kingston a good place to visit and we are a big part of that. It helps that we are based in a unique building, there are not many stores that can say that they are over a dual carriageway.

“I think that Kingston has got a lot going for it. The big attraction with Kingston is its eclectic mix of historic and modern.”

“You come over the bridge and you are confronted by an iconic flagship department store employing almost 800 people.

“There is a lot to look forward to.

As a store we will be constantly innovating as we respond to the way that retail is changing.”

“Good retailing is not just about having stores and it is not just about having an online presence, rather a combination of the two.”

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expo2016

Expo set to be entertaining and thought-provoking For the fourth year running, June will see Kingston Chamber of Commerce hold its annual business expo.

The event has grown year on year and now attracts more than 500 attendees from the local business community as well as local councillors and MPs The expo is held at Kingston University Business School, one of the largest business schools in the UK, and for the sixth year running Kingston was ranked as one of the top two universities in the country for

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graduate start-ups by the Higher Education Statistics Agency.

setting for the increasingly popular Business Expo.

Renowned for being at the forefront of current business thinking, The Business School’s modern and vibrant building therefore provides the perfect

After last year’s Business Expo, Andrew Sherville, Business Community lead officer for Kingston Council, said “The Kingston Business expo

BOROUGH BUSINESS - The voice of Kingston’s business community

represents the single biggest business networking opportunity in the Borough.”

The theme of this year’s Expo is Technology in Business and is featured as an official part of London Technology Week which takes place across London from 22 – 26th June.

Since its launch in 2014, London Technology Week has included more than 400 events and has welcomed delegations

from around the world. The week forms a festival of events, taking place across the city and representing the entire technology ecosystem. No other festival of live events brings together as many domestic and international tech specialists and enthusiasts to London for such a variety of networking, social, learning and business opportunities.

“London is now the digital hub of Europe, as our ambitious innovators convert their ideas into products and apps that are changing the way we all live, work and play. London Technology Week encapsulates the incredible spirit of the capital’s thriving tech scene,” said Gordon Innes, Chief Executive Officer, London & Partners.

No matter what type of business you are in, technology has become a core part of the day to day running of all companies and those that are not embracing it are increasingly at risk of being left behind their competitors.

Digital communication has become fundamental for business growth.

The online world of business has become equally as important, and for some, more important than face to face communication. Business is not just managed and operated using technology for traditional processes such as email or accounting, more and more are relying on online portals such as social media, webpages and eCommerce to engage with customers and sell their products or services.

While a number of sole traders and small organisations continue to operate successfully offline, their potential to grow could be significantly enhanced through developing an online

presence. Yet, a large proportion of these businesses find it challenging to keep up with and make effective use of new technologies.

The advances in technology also represent a security threat to businesses and individuals alike and as such the expo includes a cyber security workshop hosted by local IT company IQ in IT to encourage everyone to ensure they are properly protected and understand the risks the online world represents.

This year the Expo will also incorporate a new tech challenge designed to embrace the potential of digital technology; Hack It Forward.

Over the course of two months, teams of students, residents and businesses have been working together to come up with app and tech based solutions to problems submitted by charities and social enterprises. The challenges range from creating an app to help reduce energy costs to create an educational Treasure Hunt game. At the Expo, the teams will participate in a fast paced pitching session, a panel of expert judges and the audience will then vote for a winner.

The expo offers all local business owners, managers and aspiring entrepreneurs an invaluable opportunity to gain expert knowledge, improve their skills and build their network completely free of charge, making it accessible to businesses at all stages and ensures that start-ups, sole traders and small businesses are not left behind as the marketplace becomes more digitised.

“The theme of this year’s Expo is Technology in Business and is featured as an official part of London Technology Week which takes place across London from 22 – 26th June.”

“The expo offers all local business owners, managers and aspiring entrepreneurs an invaluable opportunity to gain expert knowledge, improve their skills and build their network completely free of charge.”

Kingston Business Expo Wednesday 22nd June 2016 8am - 4pm Kingston University Business School, Kingston Hill KT2 7LB

KINGSTON BUSINESS

EXPO2016 technology in business

BOROUGH BUSINESS - The voice of Kingston’s business community

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Apprentice winner promises a challenging talk When digital marketing expert Mark Wright addresses delegates at the Chamber’s forthcoming Expo some of those listening may find the experience a challenging one.

The influential entrepreneur and digital marketing specialist, who won The Apprentice 2014 and backed by Lord Sugar founded and developed one of the UK’s fastest growing digital marketing agencies, believes that fear is holding some companies back when it comes to digital technology.

He says that they allow that to happen at their peril. Mark said: “My message at the Expo will be that not enough businesses are embracing the potential of digital technology and I think that a key reason is a fear of the unknown.

“They simply do not understand digital and, therefore, are not able to embrace it, but they need to put that right because we live in digital world.

“Fifty per cent of people access information only on their mobile phones. They find out about products and services on their mobiles and they buy on their mobiles and with the technological world changing so rapidly companies of all sizes have to get on board.”

Mark knows what he is talking about. His digital marketing business Climb Online, run in partnership with Lord Sugar,

turned over an impressive £1.7 million in its first year of trading alone.

As a result, Climb Online now boasts a national presence and works with more than 230 businesses from across the UK and overseas, including renowned brands Groupon, Company Check and Be Wiser Insurance.

By the close of 2016 the agency, which employs 34 people, is set to double its first year turnover, making it the most successful business founded through The Apprentice platform.

Mark said: “I think the key to our success has been communicating often complex technology in a simple way.

“The technology is moving at such a rapid rate that I do a lot of reading and sign up to every

blog I can find to make sure that I keep up with the changes.

“I think I am old enough to make a connection with older business people but still young enough so that young people recognise that I know what I am talking about.

“Lord Sugar is a fan of technology having founded Amstrad but he is what I call old-style techy and I had to show him the value of some of the newer technologies out there.

“The trick is striking a balance between techies who get frustrated because Joe Public does not understand technology and the business people who know very little and need to have often complex concepts explained in terms they can understand. I have positioned myself between the two.

“Thankfully, the approach has worked and we are doing really well. The graph keeps going up and the plan is to keep opening offices and taking on people until we reach a plateau but there is no sign of it so far.

“That is not to say that there have not been tough times.

We made a loss in our first month. In a way, success came too early and that was entirely down to The Apprentice.

“Eleven million people watched the show and on day one of the business we opened up to be faced by 6,000 leads. There was just me and I was still bolting the chairs together!

“Obviously, the better way to grow a business is more steadily and it would have been better to have the 6,000 leads when we had 34 staff but it was what it was and it did present plenty of opportunities.

“People ask me if I would have been a success without The Apprentice and I always say that I would but it would have taken a little more time.

Winning The Apprentice certainly did accelerate things.”

BOROUGH BUSINESS - The voice of Kingston’s business community

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ask the expert Ask the Expert Serviced offices are now an established way for companies to occupy space by way of licence agreements and certainly it has substantial benefits over the taking of a lease.

James Hale MD at City Skyline explains some of the pros and cons for both.

City Skyline has been operating centres since 2010 and continues to be surprised at how many companies still opt to take a conventional lease rather than a serviced space licence.

Landlords have changed little in the past 30 years and the process is still as time consuming and costly as it always has been with institutional leases still favouring the landlord and giving little comfort or flexibility to the tenant.

We are only too aware of the liabilities as we take on a lease ourselves with the intention to then create the serviced environment which enables companies to take individual rooms and share the common areas such as kitchen and relaxation space. Those companies who have not gone through the process should be aware not only of the cost in legal fees and stamp duty but also that landlords will normally require

• • • • • • •

rent and or directors guarantees which can lock up valuable cash for years.

Having signed the lease you then have limited flexibility to expand or contract the business and are basically stuck with what you have unless of course you are prepared to assign or sublet which is more cost and hassle.

By far the largest demand for office space comes from small to medium size companies who may only need a few hundred sq ft and for these companies choice is very limited as landlords tend to offer floors or buildings rather than small suites. This is where a serviced office could be far more preferable not only to small companies but for corporates looking at project or overflow space.

So what do serviced offices offer companies, well a lot to be honest!

Newly refurbished Phones & internet included Kitchen and reception areas Fully furnished Free WiFi Meeting & conference facilities 3 to 24 months

• No capital required to set up • A flexible licence without the involvement of solicitors • You can sign and move in within days not months • A single monthly bill including rates, utilities, cleaning etc.

• Phones & internet provided – not tied into a long term contract with BT • Expand and contract depending on your business needs • Meeting rooms paid for as and when you need them • Save staff costs as you don’t need a receptionist or office administrator So why do serviced office only account for around 10% of occupied office space? Well, putting aside the substantial investment required by an operator in setting up a centre, some occupiers still regard it as an expensive option.

It is normal in the industry to work on a monthly desk rate rather than a per square foot cost. This is not to hide costs but the reality is 50% of the cost is property costs, the other 50% is for general operating

costs like set up and fit out cost furniture, staff, phone system, cleaning and marketing etc.

When someone asks for the size of a room and makes the comparison with what the rent element alone would be they are simply not comparing like for like.

We also chose to provide breakout areas, kitchen and reception which although do not generate any revenue for us, provide a more enjoyable environment for our clients. So the desk rate will obviously reflect that.

The other myth is that serviced offices only suit certain types of companies. We have over 60 clients in our Epsom centre which include recruitment, solicitors, insurance brokers, travel agents, charities, property companies, web-designers and even a wine importer.

Serviced offices provide a great solution to a wide variety of companies and we take away the day to day management of our client’s offices leaving them free to concentrate on running their business.

Fully Serviced Offices Now Available New Malden – Sutton – Epsom

Excellent town centre locations

Freephone - 0800 505 4444 sales@cityskyline.co.uk

Visit us at Kingston EXPO stand # 7 22 June 2016

BOROUGH BUSINESS - The voice of Kingston’s business community

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a day in the life...

Dynamic hotel makes for long but satisfying working days The working day is a long one for Gagan Sharma as he fulfils his duties as General Manager of the Holiday Inn, Kingston South.

He said: “I get up at about 5.30am and like to go for an early morning run whenever possible before getting into work for between 8.30 and 8.45, which helps me burn my calories which I tend to put on at work while often sampling our culinary team’s produce.

“My first job is to catch up on what has gone on the evening before and I will take a walk round the hotel, checking that the hotel is in pristine condition.

“Don’t expect if you don’t inspect so I am looking for things like tidy corridors, clean compactor area, spotless car parking, hygienic and presentable facilities.

“Presentation is so important in the hotel trade plus it also gives me an opportunity to speak to the team members on the floor; just to say a simple good morning and thank you keeps them happy and motivated as well.

“It is vital to keep connected with our patrons and I use every opportunity to get their genuine feedback. Apart from speaking with our guests personally, I go through all various feedback platforms like the Tripadvisor, IHG website, E Mail feedback and Social Media and respond back without fail. We take our guest feedback in our stride and

endeavour to exceed our guest expectations each time.

“The whole process takes about 45 minutes, during which I will check how breakfasts are going then we have a comprehensive morning meeting at 9.30 when heads of departments will report on the previous day, everything from food and drink sales to bookings, housekeeping requests to knowing our guests, conferences of the day and every department’s plan for the day.

Nothing is too small when it comes to our guest’s comfort.

“The morning meeting can take about 40 minutes followed by a quick coffee break and signing off the paperwork. I like to go through the Revenue and Sales reports along with the expense report, which keeps us on track and I precisely get the pulse of the business.

“One can easily get overwhelmed with reports and data but I like to prioritise, where our guests and staff always are

the priority. The guest must come first and you have to be flexible.

“You can come in with a plan for what the day will look like but you have to be agile and respond to things as they happen, especially in dynamic environments like that of a hotel.

“One of the advantages of working in a hotel is that you do get well fed and, as we often change the menu, I ask the chef to use me as a guinea pig to try things out.

“We have recently rebranded our restaurant to Jack’s Kitchen.

Hotel offerings must be kept interesting, fashionable and glamorous hence we decided to rebrand our restaurant to Jack’s Kitchen, which serves modern cuisine of the world, with whiskies of the world and a delectable pairing of wines. Changing the menus in our restaurant is important to keep things interesting. For example, we used to do Indian food buffets but it was becoming predictable so we

changed it and we also changed our Sunday lunch carvery to take advantage of the popularity of brunch instead. You cannot stand still in the hotel trade.

“In the evening I will keep an eye on how things are running, making sure guests’ arrival is going smoothly and that cleanliness of the hotel is well maintained along with an efficient restaurant and bar service.

“I like to chat to the guests to get their feedback, that is a really important part of the job and I think the guests appreciate the chance to talk to the general manager.

“Once I am happy that the operations is being run smoothly just like an orchestra, I will head for home about 8 30 or 9 in the evening, although no two days are the same and timing can fluctuate, especially on days we host weddings and events.

“It is a long day but it is very fulfilling to see our satisfied guests having a good time.

I always say that in the hotel business there is a checking in time for work but not necessarily a checking out one!”

BOROUGH BUSINESS - The voice of Kingston’s business community

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health & wellbeing Taking a healthy approach to the workplace The importance of health in the workplace is increasingly being recognised and more and more employers are acknowledging that they have a role to play.

A study published several years ago underlined that point.

Produced by the Work Foundation in partnership with RAND Europe and Aston Business School, the report showed that an estimated 27.6 million working days were lost in a single year in Britain due to work-related illness.

This represented 1.15 days lost on average per worker.

A Little Holistic Oasis

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Massage Therapy Reflexology

• Chair Massage * Reiki

Providing Workplace Wellbeing Training & Therapy Programmes to suit your organisation ~ working to promote a dynamic and motivated workforce!

Please contact Erica Leslie MAR. MCSRA. MGHT. ITEC

Erica@alittleholisticoasis.co.uk 020 8339 9448 // 07707 843801 www.alittleholisticoasis.co.uk AT HOME, AT WORK, EVENTS, HOSPITALITY, FESTIVALS

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The report suggested that help offered in the workplace can be effective to address poor health and well-being.

ACAS also said that a healthy workplace is one where workers feel valued and involved in decisions.

It said that the idea of health and well-being at work should go beyond the mere absence of illness or disability. It should be understood as a “state of complete physical, mental and social wellbeing” as identified by the World Health Organization.

The organisation advocates managers who identify problems at an early stage and seek to resolve them using informal methods.

Evidence reported in the study showed that workplace ‘health interventions’, including targeting problems due to work-related factors such as low back pain, musculoskeletal disorders and mental health disorders, can have positive health outcomes.

The study also suggested that interventions aimed at improving damaging lifestyle behaviours such as poor diet, smoking, alcohol abuse and lack of physical activity can be effective.

The result of all this awareness is that company bosses are increasingly coming to realise that a healthy workplace has many benefits for their businesses.

According to ACAS, the benefits of promoting a healthy workplace include more motivated workers, improved customer service, fewer absences and greater creativity.

The organisation advises companies to have in place effective policies for managing people issues, high levels of trust between employees and managers and line managers who are confident and trained in people skills.

BOROUGH BUSINESS - The voice of Kingston’s business community

It says that such companies use services such as occupational health where practical, to keep employers healthy and get them back to work quickly if they do have problems.

ACAS says it helps if managers have been trained so that they who know how to manage common health problems such as mental health and musculoskeletal disorders. Another suggestion from health advisors is healthy options in the canteen, including plenty of salads and fruit.

As for employees, NHS experts say they must play their part to support the company. The NHS say that knowing how to deal with pressure at work is critical and its advice includes learning to identify the symptoms of stress as well as learning to prioritise your workload. Certainly, if you work on a computer a lot, it’s important to take regular breaks. That means for every hour at your keyboard you should rest for at least five to ten minutes. The need for regular exercise is also advised by occupational health experts, whose suggestions include walking over to someone’s desk at work rather than speaking to them by phone, take the stairs instead of the lift and using your lunch break to exercise.

An holistic approach can improve health and wellbeing in the workplace In 2014-15, 9.9 million workdays were lost due to stress, anxiety and depression and 9.5 million days were lost due to work related musculoskeletal disorders.

Combined, that is 83% of total absentee days. (Health & Safety Executive statistics) Billions of pounds are being lost in revenue due to these potentially treatable conditions?

Erica Leslie, founder of A Little Holistic Oasis and ILM accredited Stress Management Trainer and experienced Holistic Practitioner specialising in the provision of Stress Management solutions within the workplace says, understanding the causes of stress and having the resources to tackle the problems surrounding stress can have a hugely positive impact on the efficiency and profitability of an organisation The aim of A Little Holistic Oasis is to work with organisations to assist in the reduction of these absentee levels and to help maintain the growth and vitality of the company by creating a workforce that are well motivated, who actively engaged in their tasks and who want to be at work .

Providing an in-house workplace wellbeing massage programme means less employees taking time out of work and it is a great way of offering employees an incentive

that can help to be a great health maintenance resource.

Maple Works in Surbiton is a co-working hub where individual freelancers, start-ups and local small businesses can lease office space, rent meeting rooms and hotdesk. It is packed with a diverse range of business ideas and talent.

Every 3 weeks Erica visits Maple Works to provide short, dynamic 15 minute clothed massage sessions, which provide each individual worker a much needed space to breathe, take stock and ease the musculoskeletal aches and pains that can so often hinder the creativity and decision-making skills needed to drive a thriving business forward.

One 15 minute massage session can release muscle tension from the shoulders, back, neck, arms and hands. It can help to reduce blood pressure and heart rate as well as relieve headaches, migraines and eye-strain. It allows you to think clearly and return to work revitalised, refreshed and buzzing with ideas. It takes almost no time out of the working day but can increase work capacity dramatically, allowing employees to approach their work with renewed energy.

Maple Works (@Maple_Works) tweeted: Erica of @LittleHolistic visits @Maple_Works every 3 weeks to relieve coworker stress.

To find out more and discuss a health and wellbeing programme for your workforce contact Erica Leslie, A Little Holistic Oasis Tel: 020 8339 9448 07707 843801 or email Erica@alittleholisticoasis.co.uk or visit www.alittleholisticoasis.co.uk

Good staff are worth investing in Your staff bring their individual attributes and skills to the workplace which helps to enhance the working environment.

Their diversity makes work a much richer place. Knowing this means that you will have their wellbeing uttermost in mind because good staff are worth investing in.

So, have you thought about what a chaplain can offer you and your colleagues?

Generally they will visit your workplace on a regular basis as agreed by you to offer care, support if appropriate and a listening ear, whilst respecting everyone’s freedom to express their own beliefs.

They will build and develop relationships with your staff by maintaining their independence and confidentiality. They will not discriminate in any way with regard to age, race, sex, disability, sexual orientation, religion or belief.

Everyone has periods of crisis, unexpected tragedy,

stress or coping with change. Sometimes there will be a sudden emergency. They are always able to offer genuine and consistent support and can help you to meaningfully care for your staff.

But they are not only available for your staff.

Being a leader can be an isolating experience and at times it can be difficult to know who to turn to. They can be your understanding companion as you chart your company’s future.

To discuss how a chaplain can help your business get in touch with Andrew Pakes on 020 8391 5959 or at triplestrand@live.co.uk.

As an ordained free church minister he has experience of chaplaincy in a wide range of sectors.

BOROUGH BUSINESS - The voice of Kingston’s business community

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legal services

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BOROUGH BUSINESS - The voice of Kingston’s business community

finance for business HSBC launches £2.5 billion fund to support London SMEs • London SMEs to access new finance to grow their businesses • HSBC supports London SMEs by making banking cheaper and simple • HSBC approves nine out of 10 small business lending applications

HSBC has launched a £2.5 billion lending fund to support small and medium-sized enterprises (SMEs) in London, as part of a broader commitment to make banking cheaper and simpler for customers.

The fund is the largest package of support to be announced by HSBC for SMEs in London and has been introduced to meet growing SME demand in London.

HSBC’s 2016 SME Fund and broader package of support for London SMEs includes*: • A £2.5 billion fund available for London SMEs • A free banking offer of up to 18 months for start-ups and 12 months for switchers • The introduction of year-long fixed-price £5.50 monthly account tariff, to commence at the end of a customer’s initial free banking period • Changes that will make banking cheaper for our customers: a reduction in the Personal Guarantee Fee from £80 to £10 for any lending facility above £10,000 • The launch of the Business Lending Eligibility Checker (BLEC) – an online tool offering potential new

customers a credit decision in principle for loans of up to £30,000 in under two minutes • A free text alert service for informal overdrafts, which will help customers avoid paying informal overdraft fees and interest.

Arjan Van Den Berkmortel, HSBC’s Regional Director for Business Banking in London, said: “We want to be the bank of choice for London SMEs, reinforced through our desire to lend more to local businesses, by committing the funds to do so, and by making banking easier and cheaper to help our customers grow. There is a strong desire from ambitious local SMEs to grow their businesses, and we are responding by ensuring HSBC is providing the funds they need to realise these ambitions.”

HSBC’s Head of UK Commercial Banking, Ian Stuart, said: “Right across the UK there is a wide range of innovative new and established SMEs, proving that location is no

barrier to a great business idea.

SMEs are the driving force of the UK economy and we are here to support them, whether they are a start-up or established business, focused either on the domestic market or looking to trade internationally. This fund underpins our support by putting SMEs in a stronger position to be making investments that will stimulate local economies and create more jobs.”

Small Business Minister, Anna Soubry has encouraged small businesses to capitalise on the services being offered by lenders to support their growth.

“We have a record number of small businesses driving our growing economy and while the picture is improving, access to finance remains an issue for many of them. It’s absolutely right that banks such as HSBC continue to develop their support for smaller businesses. I also want to see more of these businesses taking advantage of what’s on offer, both from banks and alternative lenders, to help them grow, invest and create jobs for people.”

HSBC supporting UK SMEs • Supporting UK Businesses: HSBC supports over 1 million businesses in the UK • Lending approval rate: Most established and credit worthy SMEs that apply are getting finance - we continue to approve over 89% of lending applications and our credit appetite has remained consistent • Account Openings: 7,484: the average number of SMEs who opened accounts with HSBC monthly in 2015. 89,804: the total number of SMEs who opened an account with HSBC in 2015 • SME Lending: We are serious about lending more to British business – in 2015 gross new lending for SME loans was up 34 per cent YOY • SME Fund: HSBC has launched a £10bn lending fund, allocated regionally across the UK • Applications: HSBC has made it easier to access finance with businesses able to use the Business Lending Eligibility Checker for an in-principle decision before proceeding to HSBC LinkScreen to complete a loan application exclusively online. The LinkScreen tool has cut lending application times in half, with 94 per cent of customers very satisfied since it launched

BOROUGH BUSINESS - The voice of Kingston’s business community

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focus on finance The do’s and don’ts of good business planning “A business plan is not about identifying goals and rushing full steam ahead to achieve them.

It needs to be based on a solid foundation on which you can build over time.”

We all claim to do it, but what does business planning best practice look like?

Don’t be fooled by the myth that only startups need a business plan. To get what you want from your business and to be able to drive your company and people towards that goal, a business plan is vital.

We’re not talking about speciality plans designed for example, to secure funding, but rather a road map that exists to help you run your company.

So, what makes a good business plan?

For a plan to be usable and useful, it should be succinct, focused and fit the business need. Here are some pointers that can help you get the most from your plan.

Don’t rely on intuition alone Business owners rely heavily on intuition.

As a business matures decisions need to be based on more concrete objective information about customers, suppliers, competitors and talent. Invest in gathering evidence and information on which you can base your plan.

Be realistic A business plan is not about identifying goals and rushing full steam ahead to achieve them. It needs to be based on a

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solid foundation on which you can build over time. Break the plan into achievable milestones that give you time to put the right people, systems and processes in place.

Communicate the plan A plan that lives only in your computer or in a locked draw won’t deliver. Share the plan with the people who have to run it and deliver it. Engage your management team in the planning process and ensure that they take the plan to their teams to get them on board and committed.

Keep it alive!

No business plan is good if it’s static and inflexible. Planning isn’t about predicting the future once every few years. It’s about steering and managing a course against an ultimate destination. It requires regular review and occasionally correcting the path you’re on.

By investing time and thought in developing a formal business plan you will emerge with strategic priorities, an understanding of the resources you need to achieve these and a clear path for how you are going to make money.

Share responsibility A task or an action that doesn’t have an owner is unlikely to be implemented.

Go through your plan and establish who will be responsible for each significant task and function at every point. You cannot take responsibility for delivering the entire plan on your own.

Hold yourself to account As you develop your plan, ask yourself, how will we know if we followed the plan?

How will we track results and compare |them against the plan? Setting specific and measurable tasks, deadlines, budgets and building regular review sessions will help you evaluate progress.

BOROUGH BUSINESS - The voice of Kingston’s business community

Dan Morgan, Partner, Esher T: 020 8549 5137 E: dmorgan@hwca.com www.hwca.com

Getting the finances right Good financial advice is crucial if SMEs are to survive and the good advisers are the ones who pride themselves on working with their clients in a way which makes them feel comfortable.

The Life Cycle of a Business, the Lifeblood for the Owner There are many fundamental issues that that all of us must ponder before embarking on the journey to fulfil a lifetime ambition of owning a business.

Their role is particularly important as firms seek the funding they need to survive and thrive and, although funding streams are available, including from Governmentbacked sources, those running SMEs can find themselves daunted by the complexities of the process.

Advisors start by finding out what a business needs; it may be help with better financial management or it may be support applying for loans or grants to buy equipment or take on new staff.

With the world of finance support changing all the time, and new Governmentbacked funds being created, bringing in the services of an expert makes a lot of sense.

Specialist advisers are crucial because they are the ones who know what opportunities are available.

The way they work means an initial meeting when the adviser, be it a specialist financial services company or based within a bank, sits down with the client and draws up a detailed plan based not just on current needs but also looking to the future - maybe even

doing a little dreaming with the client!

Key to that is agreeing priorities. What does the client want to achieve in the short term, where do they want to be in the midterm, what is the long-term vision? Where do they see their company in ten years and what kind of finance is required to make that possible? Are the newlycreated funds applicable, are there other avenues to explore?

Through talking things honestly and sensibly, adviser and client can work together to come up with an action plan which is based on a solid financial platform.

And the good advisers are flexible: they know that, as life progresses and businesses meet changing situations, their client’s needs and priorities will

change. That means a financial plan that can be adapted when necessary.

Once that initial plan has been drawn up, the process moves onto the next stage, obtaining the finance to make things happen.

One way of obtaining finance is going to the banks and Governmentbacked funds but another way for businesses requiring injections of finance is approaching venture capitalists, who are well versed in assessing prospective partners’ financial needs and dovetailing them with their own.

Such an approach should not be dismissed out of hand because a bright idea remains a bright idea and can attract funding to turn it into reality.

The history of British business has been blessed with tales of innovations that arose out of the need to create new markets and secure finance to make it happen.

For me, the question that is so often left unsaid is one of the most crucial: How and when am I going to cease owning it? How would I like it to end and how much do I want from it?

If it is just a lifestyle business that we want – go ahead and leave the question unanswered, but surely all the blood, sweat, risk and financial investment we pour into nurturing our creation into life demands some thought. Why it is we are giving birth to this all consuming entity and how best are we going to maximise our reward from its growth and success? Indeed, how will we even define its ultimate success? When will we know we are successful and what criteria will we use to judge it?

Defining this should be the ultimate strategic question from which all other key strategies for the business flow as it sets the context for the goals that will drive the business forwards.

Accountants, the most trusted advisor for any entrepreneur, are here to help you work through this and plan some answers. WSM has client directors with a lifetime of experience; helping new businesses spring into life, young businesses to find investment, maturing businesses to expand and grow, and successful business owners to find exits. We can even help when plans don’t quite come to fruition in the way you might have hoped.

We provide all the support you would expect from a full service practice; including guidance and advice, as well as introductions to all the key professional help and support you are going to need along the way.

Visit us at KINGSTON EXPO or at www.wsm.co.uk Tel: 020 8545 7600

None of it can happen without finance - and that means calling in expert help.

BOROUGH BUSINESS - The voice of Kingston’s business community

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starting up Keeping people connected “We have partnership with world’s best in class technology providers, and it can give us the opportunity to become a UK-based telecom solutions provider delivering measurable improvement to the private and public sectors of the country.”

Nima Eskandari Founder Telinsol Tel : 020 3659 3068 email : nima@telinsol.co.uk www.Telinsol.com Q1: Tell us a bit about your business?

Telinsol is telecommunications solutions provider, specialising in satellite, radio communication and unified communication services. The company’s current services are targeted at the satellite telecommunication industry and the Unified Communication market place.

We have partnership with world’s best in class technology providers, and it can give us the opportunity to become a UK-based telecom solutions provider delivering measurable improvement to the private and public sectors of the country.

Q2: What gives your business ‘the x-factor’?

Having more than ten years experience of the industry and knowledge about a variety of telecom solutions gives me the confidence to help my clients to choose the best products and services for their organisation.

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Q3: What motivated you to set up the business?

Q6: What has been your lowest moment?

I came to the UK in July 2014 as a student, and when I finished my education I decided to set up my own business, using my knowledge about the telecommunication market. The UK has a transparent regulatory system and talented people with the right skills. I could, therefore develop a business plan for the next five years. I have also received good guidance from the Chamber of Commerce.

I had some hasty decisions in the early days of business and I missed some opportunities as a result, but I learned a lot from that experience.

Q4: What do you like most about working for a start-up?

Although working for a start up has some income fluctuations and chance of failure, you will find some interesting value as you can work in dynamic environment, choosing your team, managing your time, and you will learn how to be frugal and, obviously, you have more responsibility.

Q5: What has been your greatest business success to date?

I could make enough revenue to start the company’s engine and cover the cost of business at least in the first year.

BOROUGH BUSINESS - The voice of Kingston’s business community

Q7: In terms of business achievements, where do you want to be within the next 5 years?

I have some strategic objectives for the next five years to build a recognised business name, to extend my current contracts with customers and maintain good relations with our partners. I have an operational plan to hire three full-time employees and to execute a multi-channel marketing campaign in FY 2016 and maintain same through FY 2020.

Q8: What would be your top tip to someone thinking of starting up their own business?

If you have had successful experience to help you take responsibilities and, if you know that you won’t give up in hard days, you may have the minimum requirements to challenge yourself to start your own business.

Chamber Events this Summer Networking Lunch at Jack's Kitchen

Women in Business Lunch

1st July 12.30pm to 2.30pm Holiday Inn London - Kingston South, Portsmouth Road, Surbiton. KT6 5QQ Join us for our next networking lunch at the newly launched Jack’s Kitchen at the Holiday Inn. Head Chef Akshay Sabharwal who has over 26 years of experience and has gained some discerning skills from reputable Michelin Starred Chefs has now assembled a skilled team whose passion and flair makes every dish both a journey and a destination.

This lunch is a great opportunity to enjoy a two course lunch and a glass of wine while experiencing the re-defined atmosphere and menu experience.

15th July 12.30pm to 2.30pm Glenmore House, 6 The Crescent, Surbiton, Greater London. KT6 4BN Following our very popular re-launch in April, our second meeting will take place in Glenmore House.

We offer a relaxed atmosphere to network and build relationships with other local business women. Enjoy a two course lunch, glass of wine and networking while helping us shape our future events for our Women in Business community.

Workshops from Bobi Robson Digital 5th July 9.30am to 12.30pm Maple Works, 73 Maple Rd, Surbiton KT6 4AG

Joint Networking Event with Merton Chamber 18th August 5.00pm to 7.00pm Cannizaro House – Hotel du Vin, Wimbledon Common Exclusive members only event.

Network with members of our neighbouring Merton Chamber over drinks and canapes in this unique venue.

Rotary Dragon Boat Challenge 17th July 10.00am to 6.00pm Canbury Gardens, Kingston upon Thames Kingston Chamber of Commerce will once again be entering a team into the annual Dragon Boat Challenge organised by the Rotary Club of Kingston.

In this year’s festival over 50 teams will be competing to win the Dragon Boat Challenge Cup, whilst raising over £50,000 for charity. Kingston is the largest dragon boat event of this kind in the whole country.

In addition, there will be stalls and bouncy castles to make it a great family day out.

Please come along to Canbury Gardens and cheer on the Chamber team, feel free to pop by the team tent and say hello on the day.

In this half day practical scenario based workshop you will learn about the four golden rules to making the most out of social media for your business including, how to build goals, plan content, engage with your community and measure your success.

The workshop will be delivered by Bobi Robson Digital.Bobi is a Digital Communications specialist experienced in Integrated Digital Strategy, Search Engine Optimisation, Search Engine Marketing, Email Marketing, Social Media, Website Development and Analytics.

Go to www.kingstonchamber.co.uk for all upcoming Chamber Events.

Summer in Kingston

The Streets

Old London Road Monthly Antiques Market 26 June 11am - 5pm Come along to our wonderfully retro, vintage and shabby chic Antiques Market on the last Sunday of June. Browse for bargains, find antiques, retro pieces, vintage items and collectables from jewellery and books to furniture, music and much more!

Music and entertainment throughout the day as well as free onsite valuations.

Visiting Market

30 June - 1, 2, 3 July Another chance to grab yourself some of the tastiest street food at our ever popular Visiting Market – celebrating the best in arts, crafts, music, drinks and street food.

International Youth Art Festival

8 - 17 July Showcasing the best theatre, music, dance, visual art, comedy, circus and spoken word from aroundthe world, IYAF is fast becoming a mainstay on Kingston’s arts festival calendar.

With hundreds of events taking place during the festival, IYAF will bring all the colour, talent and imagination of today’s young people to Kingston for an inspiring ten days.

9 - 10 July Amazing performance in unexpected locations! The Streets, returns to Kingston for a free 2 -day street festival and vocal extravaganza.

Hear singing groups popping up in unexpected places around Kingston Town centre, including the Stratford East Singers, the London Vocal Project and a host of incredible local artists.

See House Gospel Choir, Bellatrix from the internationally crew The Beatbox Collective and local favourites The Green Rock River Band. Catch retro girl band The Tootsie Rollers making their way into town on the train, stopping at New Malden and Kingston train stations before hitting the Ancient Market Square!

For full programme listings, please visit www.thestreets.london or pick up a copy from the Rose Theatre Kingston.

Brazilian Festival

23 - 24 July A celebration of Brazilian Arts & Culture. Over 2 days be entertained by live performances, workshops, music and dance or be tempted

by Brazilian street food and drink.

Prudential Ride London

31 July Join us for a full day of non-stop, familyfriendly events taking place across the town as this world renowned race powers through Kingston town centre. As well as lining the route, you’ll be able to pull up a deckchair and watch the action as the cyclists pass by or catch up on the big screens in the Market Place and Clarence Street.

Thumbs Up Its Thursday

4, 11, 18 & 25 August FREE Activities for Kids.

Looking for fun and educational entertainment for your kids this summer?

You and your kids can take part in free activities across town from river cruises, to storytelling sessions, arts, craft and dance workshops, giant games and much more.

Kingston’s Big Summer Fayre

25 - 29 August A great Bank Holiday family day out.

Top quality street food, live entertainment plus handpicked stall holders showcasing handmade products.

Go to www.visitkingston.co.uk to discover more

BOROUGH BUSINESS - The voice of Kingston’s business community

31

business news Memory Cafes in Kingston The Royal Borough of Kingston - upon - Thames is home to the only outstanding home care provider in London, as rated by the Care Quality Commission (CQC) (February 2016).

This impressive news resulted in a feature on ITV London and was also featured in the London Press and Good Housekeeping Magazine.

The Care Quality Commission (CQC) is the independent regulator for health and social care in England.

The CQC assessor was particularly impressed with the not for profit community activities that Home Instead Wimbledon and Kingston offers the whole community, particularly those experiencing dementia. Home Instead run 5 Memory Cafes in the borough each month across 3 different venues: Rose Theatre (1st and 3rd Friday of each month 2pm-4pm), Kingston Hospital (2nd and 4th Tuesday of each month 2pm-4pm) and New Malden Methodist Church (2nd Wednesday of each month 2pm-4pm) as well as sponsoring Singing for the Brain and organising Cream Teas and outings to places of interest including the Sensory Palaces experience at Hampton Court.

What is a Memory Cafe?

Home Instead (Wimbledon and Kingston) Memory Cafes offer supportive places for people experiencing memory loss and dementia, and their carers to meet others in a similar situation.

The cafes also offer an opportunity to gain stimulation, support and information including signposting and referring to other community support services.

The activities at the Home Instead Memory Cafes are based on evidence and research into the experience of living with dementia as well as through listening to our local population.

We know that meeting the social needs of people with dementia through social interaction is proven to help a person to live well with the experience of dementia.

If you would like to find out more simply contact Lynn on 020 8942 4137.

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BOROUGH BUSINESS - The voice of Kingston’s business community

Emily Fitzpatrick joins Hart Brown as Partner and Head of Leasehold Enfranchisement Law firm Hart Brown has established a new department to offer leasehold enfranchisement services, with Emily Fitzpatrick joining as both Partner and head of this new department.

Dealing with lease extensions outside a formal framework can be riddled with dangers, and this new department has been created in recognition of the growing need for specialist advice in this area.

On her appointment to the firm, Emily commented, “I am delighted to be heading up this new department with Hart Brown.

My experience shows that many clients will negotiate a “deal” with their landlord, but this usually offers poor value for money, represents unsatisfactory lease terms, and is rarely in their best interests to accept. We aim to offer clients the best advice on lease extensions with all the options open to them”.

John Lewis Partnership relaunches Business Account Card

Emily is a member of the Association of Leasehold Enfranchisement Practitioners (ALEP).

Holiday time is upon us.

Don’t get caught out.

Flying to the USA As at 1st April 2016 the USA will only accept UK passengers travelling to the USA with a biometric passport. Even if you have booked your flights and arranged your ESTA and your old passport has 6 months to run you risk being rejected at the airport.

For more information see the ABTA website abta.com.

Children travelling without their parents or with only one parent Do check with the airline or make online enquiries as to whether the country concerned requires the

written consent of the non-travelling parent(s). Sometimes the consent of the non-travelling parent(s) is/are required and that consent generally needs to be notarized.

For more information visit www.janethoylenotary.co.uk

The John Lewis Partnership has relaunched the John Lewis and Waitrose Business Account Card to offer customers an enhanced and more convenient service.

Reintroduced as part of a renewed focus on its B2B operations; which follows the relaunch of John Lewis for Business, the retailer’s B2B arm, last year, the John Lewis and Waitrose Business Account Card is a charge card created for companies, including sole traders, to make purchases at John Lewis, Waitrose and John Lewis for Business, which allows trade customers to purchase products across John Lewis' product range at discounted prices.

Relaunched in partnership with leading digital services and payments provider Worldline UK, the card will offer account holders an enhanced service offering including:

• Increased online account accessibility; • Detailed VAT reporting; • Ability to set up sub-accounts and multiple cardholders; • Self-service account management; and • Quarterly rebates [based on accrued spend].

Katie Papakonstantinou, Head of John Lewis for Business, said: “The improved Business Account Card offers trade customers a number of benefits aimed at providing greater visibility and control over their spend, delivering the quality, value and customer service for which the John Lewis Partnership is known.”

BOROUGH BUSINESS - The voice of Kingston’s business community

33

reader offers Introducing Jack’s Kitchen Jack’s Kitchen, the restaurant named after its owner’s first ever employer more than 22 years ago, has opened its doors and will be serving modern cuisine of the world along with carefully selected whiskeys to the people of Kingston and its surrounding areas.

With a menu crafted by head chef Akshay Sabharwal, diners at the restaurant in Portsmouth Road, Surbiton, are set to be wowed in a completely new way with this modern take on dishes.

Current Offers Happy Hours Buy one, get one free!

Available Mon-Fri 12pm to 7pm.

Based on selected house drinks 2 COURSE £14.99 3 COURSE £19.99 Chef’s seasonal menu with a glass of Prosecco

With the intention of showing off the kitchen team’s completely rounded skill set, Jack’s Kitchen serves breakfast, lunch, afternoon tea and their highly acclaimed a la carte menu. They also serve brunch on the weekends and have a wide and wonderful selection of wines and cocktails.

Host your guests for an exceptional experience. The private dining space at the Jack’s Kitchen is exclusive and matches the vibrance of the restaurant, where memories can be created in a more discreet and private atmosphere.

General Manager Gagan Sharma said: “After a hugely successful launch that saw a host of press, local businesses and even some members of parliament arrive through Jack’s doors we are incredibly excited about launching our new concept and offering up all of our expertise in both fine dining and hospitality to our patrons by creating a semiformal restaurant in the name of – Jack’s Kitchen.”

Private Dining at Jack’s Kitchen is ideal for our discerning guests and it caters from a couple to large parties of up to 250 guests.

A dedicated event coordinator is always at hand to tailor make and execute your event to perfection.

Jack’s Kitchen offers an extensive range of menus to choose from, which can also be amended to suit your style and wines can be paired to go with each course.

Private Dining

Should you wish to arrange a viewing or require any further information, please do not hesitate to contact our Events Team on 02087866520 or email info@jackskitchenuk.com Jack’s Kitchen, Portsmouth Road, Surbiton, Surrey, KT6 5QQ

Welcome to our new members 7billionideas Ltd

David Harkin www.7billionideas.com

Anyone for Walkies Belinda Patel

B1 Creative

Sue Spurling www.b1creative.com

Ball Design

Tim Ball www.balldesignconsultancy.com

Bella Italia Kingston upon Thames

Besim Maliqi www.bellaitalia.co.uk/italianrestaurant/kingston/

Bobi Robson Digital Bobi Robson www.bobirobson.net

BrightLion Limited

Georgie Eley www.brightlion.co.uk

Business Co-ordination Limited

Tony Dowsett www.businessco-ordination.co.uk

Century 21 Kingston Tamara Hadid

City Skyline Ltd

James Hale www.cityskyline.co.uk

ClubTime.co

Aurelie L www.clubtime.co

Present this voucher to receive

£10 OFF when you spend £25 or more on food.

For reservations T. 020 8255 9129 or via our website www.thecanburyarms.com

The Canbury Arms • 49 Canbury Park Road • KT2 6LQ (One voucher per table. Offer valid until 31st August 2016. We reserve the right to withdraw any of our offers without notice)

34

Kingston Royals Swimming Club Julian Oldfield www.kingstonroyals.co.uk

KUSCO Ltd Dan Lupton www.kingston.ac.uk/kusco/

Mightify Tom Wheelhouse www.mightify.co.uk

Milaap Centre Prabha Shetty www.milaapcentrekingston.org.uk

Moynihan & Co Susan Brambleby www.emoynihan.co.uk

Nuffield Health Vinny Barrett www.nuffieldhealth.com/gyms/ surbiton

Omni Local Ltd John Gower www.omnilocal.co.uk

RMM Mechanical Services Ltd. t/a Martin's Plumbing and Heating Martin Misiewicz www.martinsplumbingandheating.co.uk

Safety Delivery Limited

Justin Cooper www.communitymotors.org

Steve Bennett www.safetydelivery.co.uk

Darling Magazine Kingston

Saipem Limited

Marja-Leena Toseland www.darlingmagazine.co.uk

Gianni Di Pietro www.saipem.com

Doasyoulike Limited (DAYL.net)

Sit-Stand.Com

Andrew Driver www.dayl.net

DoubleTree by Hilton London - Kingston upon Thames FP PA Limited

A Two-Course Lunch or Dinner for £16.50 Monday to Saturday

John Rose www.johnroseeyecare.co.uk

Community Motors CIC

Lorna Giffin

The Canbury Arms is delighted to offer readers of Borough Business

John Rose Eye Care

Rosy Jones www.smart-pa.com

From the Ground Up Fiona Quinn www.fguorganic.co.uk

Genuine Solutions Group

Kirstie Whitcombe-Smith www.genuinesolutions.co.uk

Graphweb Design Ltd T/A Minuteman Press Hampton Hill

Luke Armstrong www.sit-stand.com

Speclean Ltd Andrea Vida www.speclean.co.uk

Steve Crabb Coaching Limited Stephen Crabb www.stevecrabbcoaching.com

The Edge For Business Ltd Julian Oldfield www.theedgeforbusiness.com

UKcentric Ltd Gordon Smith www.ukcentric.com

Willmotts

Khashayar Blourfroushan www.minuteman-press.co.uk

Jim Jenkins www.willmotts.com

JMTB Consulting Ltd

Wizer Digital

Janette Thomson www.jmtbconsulting.co.uk

BOROUGH BUSINESS - The voice of Kingston’s business community

Chris Needham www.wizerdigital.co.uk

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