The Business Bulletin Issue #3 - Focus On Operations & Resources by Paul Green

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Business Bulletin By business owners, for business owners

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ENGAGING CONTENT

Focus onâ&#x20AC;¦ Operations and Resources Spotlight on Steven Mather

PLUS The basics of IT security Six ways to build a winning team Should you outsource your HR? Using psychometric testing for recruitment and development

Sponsored by

from leading experts in their field.

Unlocking the value of your data Sarah German

Six ways to build a winning team Kathy Bassett

The basics of IT security Chris Lambert

Touching up your customer touchpoints Lindsey Marriott

Why cloud backup? Daishik Chauhan

Spotlight on…

Virtual assistance: everything you need to know Hayley White

Why should we use multi-factor authentication? Bharat Panchal

Using psychometric testing for recruitment and development Simon Merriman

Should you outsource your HR? Nicky Buckley

Ask the experts

SME Survey

What can I do about my employees’ stress levels? Sue Pardy

Lockdown doesn’t mean no health and safety Neil Chambers

Steven Mather

Issue 3 – Operations and Resources | 5

Unlocking the value of your data So, how valuable do you think your data is? My guess is it’s difficult to say, unless you’ve already defined a data strategy, you know what you want from it and are measuring what it’s doing for you.

In 2006, Humby coined the phrase

piece of software, tend to find the

indicators or conversion rates. You

“Data is the new oil”. He went on to

in-built reporting tools inadequate

need to dig deeper.

say that, “like oil, data is valuable, but if

for their needs (often returning to

unrefined it cannot really be used.”

spreadsheets to find the solution). For

There are often two problems to be resolved in small businesses. One is that, to help decision-making, business owners need to be able

example: You click on “sales report” and see a nice chart that gives you the total sales by salesperson. Most of us at this point will want

So, what can you do to extract as much value as possible from your data? Here’s what I’ve learnt from my earlier lives as a Merchandise Manager and a Business Insights Manager:

to cut through the data-noise to

to know why one person is doing so

get to the critical insights. Two:

much better than another. But the

Success factors

businesses that have moved on from

report doesn’t tell you that. Nor does

The number one consideration for

spreadsheets to an off-the-shelf

it go into any detail about the lead

me has always been to start with the

6 | Issue 3 – Operations and Resources

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end in mind. What is your picture of

depth analysis and monitor trends

supplying valuable insights, but not an

success? How will you know if you’ve

of groups of products or services and

easy or cheap choice in terms of the

been successful? If, for example,

answer some of those ‘why’ questions.

training and expertise required, not to

success to you just means profits, you’re going to need to organise and categorise your data to tell you that. So, ensuring the efficient and effective capturing of all your costs and sales is vital.

Storage

Accuracy The beauty of working in supply chain or retail is that data capture is very bar-code driven, avoiding (not excluding) too much human

mention the licence fee. For Microsoft users, Power BI can be added to your license for £7.50 per month, but you will need to invest time in training and then use it daily for full benefit.

intervention and inevitable errors.

Back it up

Where processes and data entry

And finally, given the value of your

Data isn’t data unless it’s stored

procedures are designed and

data, make sure you back it up. Data

somewhere first. This could range

delivered by humans, accuracy

corruption will not only cost you

from a tick chart on a whiteboard to

checks need to be built-in to those

person-hours in terms of recovery and

a spreadsheet or a CRM. Either way,

procedures, to prevent wrong data

redevelopment, but if it’s not backed

consider where and how your data will

skewing our insights. Users should

up and lost for ever, it is obvious that

be stored, its usability and whether

also be educated in the reasons why

the value of those insights will be lost

it can be efficiently manipulated for

they are capturing the data, what the

too. My advice: Treat your data as the

reporting purposes. Obviously, systems

process is and why it’s important.

valuable asset that it is. Keep it safe,

with automated workflows can reduce the amount of manual manipulation time. Cost may be a driving factor in your decision here.

Workflow

Spreadsheets All businesses that I’ve worked in, have used spreadsheets to collect and manipulate data to produce their insights. That includes the

Preferably before data storage occurs,

large multinationals. The problem,

but often much later, workflows must

as I stated at the start, is that the

be defined that relate to measuring

integrated reporting tools are

the success factors. Consideration

rarely adequate. Analysts regularly

must be given to how the relevant

extract the data into an Excel

data will be captured, by whom and

spreadsheet. Nothing wrong in that

whether it can be automated. It is

really. Spreadsheets are fantastic

often useful if time and/or date fields

tools and are a great, cost-effective

and categories can be added into the

way of managing data in a small

process to enable a more detailed

business. However, as data sets grow,

analysis further down the line.

spreadsheets can become unruly

Categorisation As a merchandiser, categorisation was

and open to inaccuracies (without adequate protection) and corruption.

protect it, look after it and most of all, let your data strategy be driven by your quest to understand whether you are succeeding in what you do. And I should just add this final bombshell: Do not forget about GDPR! Make sure you are compliant before you start. But that’s another story for another day.

Sarah German

VAVA

Sarah helps solopreneurs and small

always the number one priority when

Data visualisation

entering new data. We assigned a

There is nothing worse, when you’ve

category to each product as part of a

asked for further details, to simply

hierarchy. This was particularly useful

receive tables of data. You want

when it came to space-planning of

answers not numbers in boxes, don’t

groups of products in-store. But for

you? Data visualisation tools – of which

services, it is less often the standard.

there are many out there – help create

However, how often have you looked

an interactive story for business owners.

at data and said, “that’s interesting

Users can view a visually engaging

07817 907730

but why is that?” or words to that

dashboard with clickable filters for

info@va-va.co.uk

effect? Categorising your data

closer inspection of the data. For me,

enables you to perform more in-

they are the holy grail in terms of

businesses with their marketing, processes, research and reporting. She is a self-confessed Excel nerd and specialises in translating data into valuable actionable insights. Together with her team, Sarah provides a variety of administrative services, social media and Facebook Ads, winning back time for her clients, enabling them to focus on their zone of genius.

va-va.co.uk

Issue 3 – Operations and Resources | 7

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The basics of IT security Let’s start off with an uncomfortable truth. The bottom line is that your IT systems are vulnerable. As you’ll have seen in the press, even with access to the best technology and talent, high-profile businesses, financial institutions, and governments are not immune to the possibility of an IT breach.

For an SME or sole trader without

carry your wallet where it can be easily

1. Get a good virus checker and

access to those high-level defences,

accessed in high traffic tourist areas,

keep it up-to-date. I can’t stress that

not only is a breach possible, it’s

you’re far more likely to get robbed.

last bit enough. An out of date virus

likely to be a relatively easy task for

However, if you visit the same area

checker is a hole in your security.

a skilled operator. The sad truth is

and take a few sensible precautions to

Virus checkers work for the most

that there is probably no way to stop

keep your wallet safe, you’re no longer

part by recognising the code that

a determined expert from getting

an easy target and therefore much

makes up the invading software.

access to your system.

less likely to encounter a problem. A

The development of new malicious

few small concessions to security and

software is a constant process and

you’re safer.

just needs a small change to the

Now the reality check. Before you permanently disconnect from the internet it’s worth remembering that

It’s the same with your IT. A few

most of us are of little interest to a

simple precautions and habits will

malicious hacker. The amount of work

go a long way to stop you being

required to get into our systems is

vulnerable. Here are 10 things to get

probably more effort than the return

you started. These are in no particular

is worth. In truth, most security issues

order of importance and you need

on small business IT systems happen

to have a comprehensive approach

because we accidentally created

to your security. Trust me, the people

an easy opportunity. Think of it like

who want access to your system are

encountering a pickpocket. If you

looking for any way in they can find.

code in something like a trojan virus (a nasty little bit of code that hides, like a Trojan horse, inside other code) and it will slip through your checker. All good security programmes come with regular updates, so you just need to get into the habit of updating or setting them to automatically update themselves at regular intervals. 2. Speaking of keeping up-to-date, do the same with your operating system and key software packages. Yes,

Your social media trail can seem innocent enough but think about what you’re posting

sometimes it can be a bit of a pain in the neck waiting for your system to update, but most of these revisions contain security features. Updates on operating systems are common and most of the time they are minor tweaks to the way the system works to increase stability and, as we already said, update the security. 3. Do your backups! And then for really key data, do them again. If you have a cloud-based back-up process

8 | Issue 3 – Operations and Resources

and you also save your key data to a

doing a full restore of your data to

physical drive, you’ll be able to get

make sure that everything works. This

up and running again very quickly

is highly important if you’re doing

should the worst happen. It’s a little

a full system backup and not just

difficult to advise you on what you

backing up the files.

should back up and when in an article such as this one because you’ll need to personalise your backups based on your own needs. However, as a rule of thumb back up everything regularly and any really important data immediately or as soon as possible. The more important it is to the running of your business, the more important it is that you back it up after every change. The final key factor in backing up your data is making sure that your backups work. Once a month, test your backups. There’s nothing worse than finding that what you thought was a working backup solution has, in fact, been a massive waste of time as they weren’t configured correctly. On a monthly basis, you should be testing it with a simple recovery of a few random files. If this works

4. Email security is extremely important. Many malicious virus attacks come from an attached file or

Chris Lambert

Blue Sky Computer solutions

document containing a virus or similar

Chris has been involved with IT Support

source of malicious code. The rule

since he used his first computer back in

is simple. If you don’t recognise the sender or even if you do and you’re slightly suspicious of the attachment, then don’t click on it or open it. Check first. You’d be amazed how many problems can be prevented by sending a simple email or a quick phone call/text message to ask the alleged sender if they actually did send the suspicious one. Email hijacking and spoofing that makes the sender address appear legitimate is

the 80’s. He’s worked within IT Support for blue chip delivery companies ensuring their systems and machinery keep the business running. He’s also worked alongside the Technical teams at Barclays Bank, Lloyds and TSB. With the links he’s made from business networking, he’s able to provide a wide range of services from basic IT support to Cyber Security testing and accreditation. 07932 535271 chrislambert@blueskycsl.com blueskycsl.com

quite common so it’s not uncommon for this to fool the recipient into opening a link or attached file. If it looks suspicious, be suspicious!

information deserve their own entry. This is known as ‘Phishing’ and often they seem to come from sources

fine, then that’s great you have what

5. While we’re on the subject of

such as banks, shopping sites and

appear to be a working process. But,

email security, scam emails that

so on. If you receive an email asking

on a quarterly basis, you should be

trick you into handing over key

you to follow a link and enter your

Issue 3 – Operations and Resources | 9

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about what you’re posting. A trail that shows you being on holiday with your

most security issues on small business IT systems happen because we accidentally created an easy opportunity.

family combined with all the other information on your profile could be an open invitation to being robbed. 9. Public Wi-Fi is a minefield. From virus distribution to spoof networks that masquerade as legitimate to access your data, public Wi-Fi is simply not to be trusted. Use it sparingly and only from trusted providers. Certainly, be very wary of sending personal data over a public network. This is a system that is being accessed by anyone who is in range and is generally not secure in any way. Do your online shopping

information in any way, check it.

It may make life easier, but you

Remember though these can be very

should never reuse a password over

sophisticated and may seem to come

multiple sites. Gaining your password

from very legitimate sources such as

to a less important site or some part

HMRC. Often though there will be

of your social media for example may

clear indications that the email isn’t

not be the end of the world, but if that

what it seems.

is the same password you use for your

Grammatical and spelling errors, email addresses that don’t match

bank….I am sure you get the picture. If you want to get a rough idea of

the source, pixelated graphics and

how secure your password is, try this

so on are common mistakes that will

website howsecureismypassword.net.

identify a phishing email immediately. The senders are not always so clumsy though. You may, for example, receive an email that informs you that a shopping account has been breached and you should follow the link enclosed to reset your password and payment details. Check it with the alleged sender first and contact them through a different method than the

7. It’s very common these days to allow people access to your network with their own equipment, so have a consistent Bring Your Own Device (BYOD) policy and ensure it’s followed. As a little side thought on this as well, have you considered your data protection and GDPR responsibilities with BYOD access? Remember if

ones in the email you received.

someone has access to sensitive data

6. Passwords are a pain!

you’ll need to show due diligence

Remembering them is a nightmare

in protecting the privacy of the

such as names and bank details

and banking in particular at home. Would you write your card and pin number down in a coffee shop and leave it on the table for anyone to see? No, then why would you risk sending them over a public Wi-Fi system? If you must use public Wi-Fi, then invest in a VPN (Virtual Private Network). These can be purchased for all devices at a very reasonable cost and the extra level of security they provide is well worth the cost. 10. Finally, the best piece of advice I can offer is this – don’t be afraid to ask. You won’t look silly, you won’t bother anyone and you won’t be admitting some kind of terrible weakness. There is a lot of free advice online (obviously check the source is trustworthy) and that is a good place to start. In the end though, you can’t beat simply asking someone who knows what they are doing about your security. This is far from being a complete

information.

list but it’s a good place to start when

keep your passwords in a secure

8. Beware of your social media trail

security. Safety is, for the most part at

folder and install a password

of breadcrumbs. I sometimes sit with

least, about good habits when online,

management system. There are many

a new client and within minutes I can

having clear IT policies and keeping

of these available for free or at a

tell them about a range of personal

up to date.

relatively low cost and they can really

information from family members

help. Varying your passwords and

to where they are likely to be at the

using random words and numbers

weekend. Your social media trail can

also works wonders.

seem innocent enough but think

and to make it worse you should change them on a regular basis. So,

10 | Issue 3 – Operations and Resources

it comes to thinking about your

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Why cloud backup? Most people and companies would never take risks with data stored on premises. Yet when it comes to cloud data, a ‘debate’ seems to have emerged as to whether one need even consider backup.

Although this article focuses on

stored in different locations. Users

to simple user errori. Data loss isn’t

Microsoft Office365, a similar

have no control over replication either.

limited to data deletion. It could also

argument would also apply to any Software as a Service vendor – e.g. Dropbox or G-Suite. In this article, we’ll clear up some of the misconceptions in this debate. First off, isn’t the cloud itself a type of backup?

The cloud IS my backup When I create or update a new Word document on my computer, it is automatically synchronised up to Office 365. That means I have a copy of my file in the cloud. Backup done! Right? I then also synchronise (or ‘sync’) my phone, tablet, and laptop to my Office 365 account. Now I’m creating even more copies, so why would I need a backup system? To see what is happening here, we need to understand two terms: synchronisation and replication. Synchronisation keeps two or more copies of data in the same state. It usually runs without user

In the case of my Word file, the data is synchronised to the cloud, and it is replicated within Microsoft’s data centres for high availability, performance, and redundancy. The problem with synchronisation and replication is that they are wholly automated. Any changes are continuously synchronised from my computer to the cloud. It doesn’t matter whether the changes are

be the loss of an important macro, a complex Excel formula or accidentally scrambling the values in an important document table. If I’m busily working on my file and autosave is on, within milliseconds my errors and accidents are already synced up to the cloud. Result? I now just have several copies with the same errors. Sure, I might be able to use ‘Undo’. But what if I only realise the error a few days later? Or

intentional, accidental, or malicious.

my device chooses that inopportune

So, what are the implications?

the cloud isn’t a ‘backup’. But

moment to crash? So, to be clear: surely Microsoft themselves back up everything in the cloud?

Most people are fixated on data loss from the bad guys. It’s true that that is something to be aware of. However, 64% of data loss is down

Microsoft backs up everything, so I don’t have to! This is partly true. Microsoft does back up all Office 365 data every 12 hours. And every backup is retained for 14 days. However, they

involvement as a background

have designed this

process on your devices. Once

mechanism for

synced to the cloud, Microsoft will also replicate your data. Replication is part of the cloud infrastructure, and simply means that multiple copies are made of your data and

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And a word of warning: versions

disaster recovery, i.e. their disaster – not

can easily restore it from the Recycle

mine. They would use these backups

Bin. Of course, this is no help in the

can themselves be deleted – and

to restore their data centres in the

case of corruption, ransomware, and

cleared out of the Recycle Bin!

event of catastrophe.

accidental or malicious changes.

This means that they offer limited

The Recycle Bin protects only from

protection from deliberate,

deletions. If my files were corrupted

concerted efforts to delete data.

In theory I could use these backups if I had no other options. Basically, I would have to raise a support ticket with Microsoft. They will then restore the entire SharePoint site or OneDrive account from their backup. When they do this, they will overwrite everything that is currently there – even the things I want to keep. Ironically, without additional steps, the restore itself could result in some data loss! Ok, leaving aside Microsoft’s backup. Surely, I can just get my data back from the Recycle Bin?

I can restore from the Recycle Bin

before they were deleted, I will simply restore corrupted files. Recycle Bin does not help if I want to restore a file or folder to its state before I last saved it or prior to several changes – perhaps going back several months, or even longer. Ultimately, all hope hinges on the supposition that since the original deletion, I or somebody else has not emptied the Recycle Bin! And here’s the rub: an important difference from your familiar Windows Recycle Bin is that the cloud-based Recycle Bin is timelimited. This means it automatically empties itself of its old content. OneDrive comes with a 30-day

This is also partly true. Like the

Recycle Bin (93 days for SharePoint).

familiar Recycle Bin on Windows,

Outlook will retain an entire deleted

Office 365 maintains a Recycle Bin in

mailbox for 30 days, and individual

the cloud. If you realise that a file or

items deleted within a mailbox for

Outlook item has been deleted, you

up to 30 days too. It might be worth considering also, that the average time to discover a data loss is about

So how should I back up my cloud data? Hopefully now we’ve understood why cloud backup is a prudent protection against data loss. Microsoft even recommend that their customers make use of a third-party backup solution in their service agreementiv.

What should I consider when choosing a backup solution? 1. Where is my data? Is it in the cloud? On premises? Both? 2. How is my data distributed? On staff computers, file servers, email servers, databases, multiple sites, multiple clouds? 3. Do I need to back up system as well as operational data? 4. Is any of my data already

140 days, and security breaches even

backed up? Where are my

longerii. Well outside all the Recycle

vulnerabilities?

Bin time limits. Therefore, you really shouldn’t rely

5. Where and how are my current backups stored?

on Recycle Bin as a backup strategy. Daishik Chauhan

Crucis Consulting

Daishik Chauhan is a full-stack contract software developer, software and IT consultant, and Microsoft Azure solutions architect. Through his company Crucis Consulting Limited, Daishik will help you to secure all your business-critical cloudbased data with a comprehensive cloudto-cloud backup program that runs in the cloud, backs up to the cloud, requires no installation, no complex configuration and offers unlimited storage and retention. 07949 243306 info@crucisconsulting.co.uk crucisconsulting.co.uk

I can use file versioning On Office 365 every time I save a file, a new version is created. Under normal circumstances I would only be interested in the latest version. However, if I accidentally corrupt a file, I can go back to an earlier ‘clean’ version of my fileiii. An important caveat is that some types of file cannot be versioned (e.g. some types of Computer Aided Design files). Furthermore, versioning applies to files only – I cannot restore an entire folder to an earlier point in time.

12 | Issue 3 – Operations and Resources

How do I evaluate the solutions? 1. Will the solution mitigate all my data vulnerabilities? Do I need multiple solutions? 2. How will it fit with my existing IT and backup infrastructure? 3. How easy is it to install, configure and operate? 4. Is the backup process and storage secure? 5. How easy would it be to restore data?

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6. Will my internet connection be adequate for the volume of data transfer needed? 7. Does the backup run on or to an

Common causes of data loss

independent datacentre or to a well-recognised cloud provider (e.g. Microsoft Azure, Google Cloud Platform, Amazon Web Services)? As always in IT, context and the requirement guide the appropriate solution. The right backup solution could make the difference between a

User Error (64%)

Software issues (16%)

Malicious Deletion (7%)

Hackers (13%)

minor hassle and a major disaster.

References i) The IT Compliance Policy Group: http://www.itpolicycompliance.com/ ii) Most companies take over six months to detect data breaches: https://www.zdnet.com/article/businessestake-over-six-months-to-detect-data-breaches/ iii) Restore a previous version of a file stored in OneDrive: https://support.microsoft.com/en-us/office/restore-a-previous-version-of-a-filestored-in-onedrive-159cad6d-d76e-4981-88ef-de6e96c93893 iv) Microsoft Service Agreement: https://www.microsoft.com/en-us/servicesagreement

Virtual assistance: everything you need to know Virtual assistants,

As more companies embrace flexible

century. As businesses move more

or VAs as they’re

working, adaptive workforces and

toward working online, they’re often

modern solutions to their skills and

finding that having an Assistant

commonly now

resources gaps, VAs are becoming a

available virtually to work on what they

known, are a relatively

more popular hire than ever before.

need when they need is more suitable

But if you’ve never worked with a VA

than having a staff member sitting on

new service personnel

before, you’ll undoubtedly have some

a desk in the office. It’s cheaper, more

concept; born

questions. Here, I cover off all of the

flexible and less resource-heavy on a

most frequently asked questions

business to hire a VA than hiring an

through the advent of

around my profession, its perks and

additional full-time staff member.

businesses becoming

businesses to offer their services.

more digital and working more online.

14 | Issue 3 – Operations and Resources

just how a VA could work with and for

What exactly is a VA?

Working virtually Most businesses now no longer only communicate with their staff face-

A VA is a Virtual Assistant – a PA

to-face when they see them on the

(Personal Assistant) for the 21st

company’s premises, but instead

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do so via email, phone, instant

work on an hourly basis, some will

is essentially an ongoing freelance

messengers and videoconferencing –

have package offerings. Businesses

contract to stipulate acceptable

practices amplified by the coronavirus

are able to stipulate the amount of

working practices, a set financial

pandemic and resulting lockdown,

hours they need per week or month,

agreement and the scope for terms

as so many people started to work

and this works out the cost of hiring

of service. After all, a VA is running a

from home. There’s really no need for

them. How much you spend is

business too.

businesses to have people in the office

determined by the amount of work

unless for something really specific

you want completing.

that requires hands-on attention.

With a VA, you only pay the basic

Many businesses will also ask about the minimum contract period they are locked into when working with a

hourly rate (or package rate) along

VA. In summary – each VA is different,

space and using office resources,

with any (pre-agreed) expenses.

and so each has different minimum

businesses can communicate with

There’s none of the hidden costs

contract periods for work. Most VAs

VAs whenever they have work that

you fork out for when you hire an

will offer two different contract types:

needs completing. This may be

office-based PA; no computer, no

through email, phone or messengers

equipment, no tax or NI, no holiday

– whatever communication method

allowances or sickness.

Instead of taking up desk

works best for you. Most of the work VAs undertake can be done online anyway: through email inboxes, search engines and on Microsoft Office or GSuite, and the finished product can then be delivered digitally too. Not being in the office has its benefits. The VA can get on, uninterrupted, and properly focus on the task at hand, ensuring their work is of the highest possible quality. All without using up any of your office lighting, space, electricity or coffee provisions!

The legal bits

■ Ad-hoc – where the business purchases a minimum of 1-hours work a month, then can purchase more on an adhoc basis as and when they

A question that a VA gets asked a lot:

need it. This works really well

do we need a contract?

for companies who have a

The answer: for your protection and theirs, yes. A VA may not be an employed member of staff so you don’t need to have a full employment contract, but you do need a working agreement in place. A VA will generally supply these, so

fluctuating workload and don’t always necessarily know exactly how much work they’ll have on any given month. ■ Retainer packages – a set amount of hours purchased by the business each month. This

there’s no legal resource required for

ensures that the VA available

the businesses they are working with

as much as the business needs

to draw up their own. The contract

them, and this can be reviewed

The tasks A VA can help with a myriad of tasks – from email and diary management to online research, email marketing and proof reading, presentation creation and social media scheduling. Anything else? Just name it, and a VA is likely to be able to help you with it (or if not, will certainly know someone who can). Some VAs also have specialisms, which I explore later on in this article.

The cost VAs come in all shapes, sizes and types, through agencies, selfemployed, and through their own

you’re hiring someone on a considerably more flexible basis without the additional costs or resources required to retain them

businesses – so of course, their costs and expenses vary. Most VAs will

Issue 3 – Operations and Resources | 15

The Business Bulletin

on a month-by-month basis.

much as full-timers are, and so the

someone you trust to take care of the

This is ideal for those who have

cost of hiring and retaining such staff

basics is really key.

a baseline requirement for

is considerably more than just their

work but may like to add on

salary. A VA, however, is just like hiring

extras as they go.

a freelancer. You have a contract, yes, but you’re hiring someone on

The right VA When you hire a PA, you ensure that the person you choose fits in with your work requirements and skillsets as well as the business culture – and the same must be said for a VA too. It’s important that you get to know your VA and pick someone who’s a good fit for you. Most VAs will offer a free discovery call and will then discuss via email a business’ wants and needs for their work before they commit to anything, because it’s just as beneficial for a VA to have clear goals as it is for them.

So… VAs don’t just do admin work? I can’t speak for the whole industry, and of course everyone has their own boundaries and their own strengths. Some VAs are jack-of-all-trades and admin gurus, but some have other specialisms which can help really benefit the businesses they work with and for. Some are social media specialists, some are health and safety buffs and me? I’m an expert in HR – working alongside HR consultants completing specialist HR tasks as well as general business administration. The point is – you must really

a considerably more flexible basis without the additional costs or resources required to retain them. Even if cost isn’t a factor – and I know that for some clients, it isn’t – sometimes having someone working for you that’s a little removed from the organisation can help generate new ideas and give fresh perspectives on things. It’s this that many find

What’s more, the flexible approach of using a VA demonstrates your business’ modern working practices and adaptability to new tech. It allows you to save money and use less VA resource on months where you need the cash for other stuff, as well as to use more VA time when you need to spend your precious hours on other things. This could be time spent growing your business, spending time with your kids or simply improving your golf handicap. A VA truly can create you more time.

beneficial; like adding in some fresh blood to the place, but without the stress and risks of doing so… and hopefully without any actual blood.

Flexible hours As VAs aren’t contracted to sit in your office from 9-5, their working practices can be considerably more flexible. Working times and SLAs will generally be discussed and agreed in the discovery call in advance of signing a contract to work with a business – some VAs even work to different timezones or out of hours such as weekends. The main thing to remember – a VA isn’t a traditional PA and therefore don’t stick to traditional working practices.

Hayley White

VirtuVA

After an 11 year career in Human

Grow your business When you’re absorbed in managing

assess what your business needs

a business it can be hard to see the

before choosing your VA.

wood for the trees – the small admin jobs and everyday ‘business as usual’

Resources (HR) and the need to find a balance with family life, Hayley started VirtuVA, she provides administrative and HR support to all kinds of busy people, in all manner of demanding positions and roles. Admin is an unavoidable part of everyday business life - Hayley can

The difference between working with a va and hiring a part-time pa

often being the trees. Getting bogged

look after your business affairs from her

down and spending time on sweating

remote office, giving you the valuable time

Hiring a new staff member, no matter

cumbersome to indulge in blue sky

their weekly contracted hours, is a

thinking, expansion into new markets

big job – and rarely a cheap one. Part

or business improvements. Handing

time members of staff are entitled

over to a VA allows you to get on with

to full HR protection and rights as

bigger and better things, so finding

16 | Issue 3 – Operations and Resources

the small stuff hinders progress and can make everyday work too

to concentrate on what matters most – generating more business and achieving your goals. 07792 152879 hayley@virtuva.co.uk virtuva.co.uk

01604 378495

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The Business Bulletin

Why should we use multi-factor authentication? In a recent EMC and Vanson Bourne survey of more than 10,000 IT managers, 71% said they believe IT must serve as in-house brokers for on-demand services to help business growth. One imagines that, immediately after answering that question, they emitted a collective groan.

That’s because the IT manager’s plate

the potential to set off a chain reaction

is already heaped with a mountain of

of tweaks and adjustments, which can

priorities. In addition to keeping the

irritate users and keep them offline.

network up and running, and fulfilling

Since a streamlined authentication

the many competing requests from

process keeps productivity (and

departments across the organization,

morale) high, IT administrators should

they now need to think strategically

ensure that each new upgrade or

about supporting business growth

addition affects access to critical

while also keeping security top of mind.

programs as little as possible.

Administrators have installed

Advancements in remote access

antivirus software, raised the firewall,

enable more and more employees

deployed encryption technology, and

to work from any location. The

periodically run vulnerability tests. But

IT department is responsible for

the sobering reality is that if multi-

facilitating the ability of the remote

factor authentication (MFA) is not in

workforce to perform its functions from

place, these other security measures

outside the office environment, which

can be bypassed. A best practice for IT

means its authentication strategy must

managers is to categorize their systems

make it as easy as possible to safely

to identify the ones that contain access

access business applications from

to business-critical data, and then add

anywhere, at any time.

MFA on top of those. MFA has low complexity, which makes it an easy addition. It can be rolled out quickly without busting the budget.

Using MFA, administrators can adapt the level of support needed using

Bharat Panchal

C4 Secure

After 30 years working in IT, Bharat decided to focus on helping businesses by offering the RSA SecurID® Suite. This uses identity insights, threat intelligence and business context to provide secure access to all their users, across all applications. He delivers peace of mind to end-users and to management. With Bharat’s help firms don’t worry about contravening strict rules on data access and GDPR regulations or about loss of data due to malicious attacks or plain forgetfulness. 01604 439303 sales@c4secure.co.uk c4secure.co.uk

contextual information, such as login behaviour patterns, geo-location, and type of login system being accessed.

prompted for a one-time passcode in

For example, if the user is logging in

order to authenticate. This allows end

IT complexity is a real and ongoing

from a trusted location where they

users the needed security with greater

issue. Each change to the network has

have logged in before, they will not be

ease of use while working off-premise.

Streamlined access

18 | Issue 3 – Operations and Resources

The Business Bulletin

Eight reasons to support use of multi-factor authentication 1. Identity theft is an easy, low-risk,

5. Anti-virus systems and advanced firewalls are necessary security elements, as are vulnerability tests. Without user authentication,

high-reward type of crime and a

though, the front door is wide

threat to all businesses. It is the

open to intruders.

fastest-growing type of crime and is now more profitable than drug-related crimes. 2. Weak or stolen user credentials are hackers’ weapon of choice, used in 95% of all Web application attacks. 3. From 2013 to 2014, the

6. Password theft is constantly

sides, including the critical need for top-notch security whilst balancing this with convenience. As cyber criminals morph their methods in ever-more clever and complex ways, systems administrators must protect the network in such a way

phishing, and pharming.

that access remains easy. Multi-

7. Cybercriminals do more than merely steal data. Often, they destroy data, change programs or services, or use servers to

breaches went up by 27.5%.

malicious code.

4. Headlines tend to belong

pressures and demands from all

methods like keylogging,

transmit propaganda, spam, or

winning the war.

Today’s IT administrators deal with

evolving as hackers employ

number of successful The malicious actors are

Security’s sanity-saver

8. Employees are already

factor authentication enables IT administrators to rest a little easier, knowing that they have deployed a security strategy that protects the company’s platforms and users alike, thus reducing complexity while ensuring access and boosting the flexibility of remote workers.

accustomed to authenticating themselves in their personal

to the household-name

lives, as providers of online

companies, but they are not

services like home banking,

the only companies being

gaming, social media, and

targeted. Of all targeted

email have all adopted mobile-

attacks, 31% are aimed at

based tools to effectively

businesses with fewer than

authenticate their users when

250 employees.

accessing their systems.

Issue 3 – Operations and Resources | 19

The Business Bulletin

As a small or medium enterprise (SME) you set up your business to deliver a

read and understood

service, manufacture or produce goods

communications issued

for customers. However, there comes a time when you have to consider outsourcing functions of your business Nicky Buckley

East Midlands HR

Nicky created East Midlands HR to provide professional, affordable HR Services for SME businesses to enable them to have the right advice how and when they need it. Nicky is a Breathe HR partner, providing a cloud based HR System, which reduces paperwork for effective HR Admin, Absence & Holiday Management, compliant to GDPR and more. Nicky is passionate about HR and whilst she delivers on compliance to Employment Law, she really enjoys developing line managers to have the people skills to deliver results through their teams. 07973 353498 info@eastmidlandshr.com eastmidlandshr.com

such as finance, IT, HR or Health &

■ searching the internet for information ■ trying to work out what

Safety. So let’s consider this from an HR

skills will be needed for your

perspective.

business

If you are spending too much time: ■ trying to find documents you can use for remote working, COVID-19, job retention scheme, etc. ■ not knowing what policies you should have in place ■ ringing legal helplines for advice on people matters ■ not knowing what to fill in to complete a contract of employment ■ filing paperwork

20 | Issue 3 – Operations and Resources

■ checking people have

■ not knowing where to start to recruit a new person …then may be the time has come for you to reach out for an outsourced HR service. Let’s have a look at the benefits for putting a business case forward: 1. reduced costs 2. increased efficiency 3. access to HR IT Systems 4. improved people management

The Business Bulletin

Should you outsource your HR? As a small or medium enterprise (SME) you set up your business to deliver a service, manufacture or produce goods for customers. However, there comes a time when you have to consider outsourcing functions of your business such as finance, IT, HR or Health & Safety. So let’s consider this from an HR perspective.

5. access to HR metrics

Isn’t it just HR admin?

to focus on outputs from employees,

6. HR expertise

That takes care of your HR basics,

7. pay for what support you need

but what if your HR consultant works

your business goals and building

8. capacity for HR to operate more strategically 9. increased flexibility and response to problems 10. fits with outsourcing strategy

with your business to develop your people and grow your business. You could have a monthly review of key HR KPIs e.g. absence, COVID absence & turnover. Maybe create an HR strategy to focus on your workforce

of a number of functions

plan: action for your business to

Potential Challenges

In addition, an HR consultant

Outsource HR does not create good people management overnight. If you have line managers or you manage teams yourself, your HR consultant can provide training and support to do this; but can’t manage your people for you. Structure your outsourced HR

survive a pandemic for example?

setting objectives that match employee engagement; leading to a better business for you and your staff.

Summary There are significant benefits to outsourcing your HR function that will give you time to run your business and reduce concerns over employment law, potential tribunal claims, statutory requirements and

could support your business

save money. Your outsourced HR does

to manage processes within

not have a salary/national insurance or

employment law – such as varying

holiday pay and can provide specialist

contracts, redundancy, recruitment

services when you need them.

management – including benchmarking salaries, absence management or succession planning.

So why not become pro-active rather than reactive? You need to decide if you want HR expertise and

Help could also be offered

efficiency to move your business

– your rationale for outsourcing

to build a culture of continuous

forward and what level of support

HR may change as the business

learning and development –

you need.

environment changes.

providing managers with the tools

provision to what fits your business

Issue 3 – Operations and Resources | 21

The Business Bulletin

What can I do about my employees’ stress levels? Perhaps you think due to the nature of what your employees do, a bit of stress is inevitable or even a good thing? You may be right, but it’s worth taking some time to consider whether stress is an issue in your business and addressing it if so, because the impact of problem-stress on your business could be higher than you think.

22 | Issue 3 – Operations and Resources

The Business Bulletin

What is stress? The Health and Safety Executive’s (HSE) formal definition of work-related stress is: “The adverse reaction people have to excessive pressures or other types of demand placed on them at work.” Stress is a state rather than an illness and there’s certainly an argument that a bit of pressure can be a good thing. However, there’s

Health has put the cost per employee per year of stress (including absence, lost productivity and increased staff turnover) at £1,035. But as well as sickness absence cost, the risk of a legal claim for stress raises the question of compensation levels, of thousands in serious cases where an employee has a breakdown, suffers psychiatric damage and in some cases doesn’t work again.

What are the legal risks?

stress. Stress occurs when this pressure

Employers who fail to deal with stress

becomes excessive and prolonged, mental and physical illness may follow.

are at risk of the following claims: ■ Negligence ■ Breach of implied terms in a

How much of a problem is it really?

contract ■ Disability Discrimination

According to HSE statistics, in 2017-

■ Constructive Dismissal

2018 work-related stress, depression

■ Statutory Duties under Health

and anxiety cost employers 15.4 million days absence. That’s workrelated stress alone, therefore doesn’t even include absence for stress/anxiety or depression unrelated to work. Even for very small businesses, those figures mean stress is something

than-sympathetic responses that stress-related absence may elicit.

What does it cost businesses? The Chartered Institute of Personnel and Development (CIPD) current average estimated cost per employee per year of sickness absence is more

Sue Pardy, a highly competent and knowledgeable HR consultant with over 20 years’ experience gained in both public and private sectors across a wide range financial services, professional services, education, charities and SMEs. Sue is a qualified Member of the Chartered Institute of Personnel and Development and her advice has assisted managers, directors and owners in dealing with many complex employee relations issues such as disciplinary & grievances, absence, capability and performance issues. 07936 663314 sue.pardy@face2facehr.com face2facehr.com

and Safety legislation Most of those claims are not under the jurisdiction of an employment tribunal and as such are not subject to caps on compensation as some

makes business sense to address it but how do you do that? How do I actually know if there is a

tribunal claims are.

problem with stress in my business?

Any other reasons for dealing with it?

Absence rates

you should be taking seriously and addressing, regardless of any less-

Face2FaceHR

of industries including retail, insurance,

a difference between pressure and becomes excessive and if stress

Sue Pardy

which can easily run into the hundreds

As well as avoiding all the doom and gloom mentioned above, dealing with stress can have some real positive effects. People feel more motivated and committed to their work and perform better. Relationships at work are better, as are retention rates and absence rates.

Make sure you are keeping good absence records, including number of days lost and causes. Sometimes you might have someone off specifically with stress or work-related stress, in which case obviously it’s easy to identify that’s an issue. But also consider whether absence rates overall are higher than you’d perhaps expect. Are there lots of

than £600 and, as stress is one of the

All employers need to recognise

leading single causes, a large portion

that stress is an issue that isn’t going

of that average cost can be attributed

to go away. Many managers have little

directly to stress. The Advisory,

tolerance for stress in their employees

Conciliation and Arbitration Service

and there is often a perception that

(Acas) put the annual cost for UK

stress is a sign of weakness or not

employers of stress-related absence as

a “real’ reason for sickness absence.

Increased turnover

between £30 billion and £42 billion,

But the simple facts are that stress is

Do you measure staff turnover? If you

while the Sainsbury Centre for Mental

costing you money and time and it

don’t specifically measure it, you can

Monday absences? Absences with vague reasons given? It might be that work-related stress factors are at least partially at play here as well.

Issue 3 – Operations and Resources | 23

The Business Bulletin

any negative impact it’s having and avoid the problem becoming worse. So what should you do about it?

According to HSE statistics, in 2017-2018 work-related stress, depression and anxiety cost employers 15.4 million days absence

Here are 10 key steps you can take to address a stress problem: 1. Find root causes First you need to do what you can to find out the root cause of the stress, and make adjustments where at all possible. Root causes may be related to workload, relationships at work, lack of support, poor management or organisational change. Addressing your specific stress problem means identifying what specifically is causing it, rather than simply taking the most common causes and looking at those. You can find out the root cause through asking staff, either specific

consider whether actually more staff are leaving your business than you are happy about. Why might that be? Sometimes staff give reasons they are leaving and if these relate to management style, workload or relationships at work, then that’s a clear indicator you might have a stress problem. But if no reasons are given and you’re not sure why people are leaving, perhaps consider some kind of exit interviews or other ways of seeking feedback from leavers. They may or may not feel able to be honest, (and if not, that’s a problem in itself!) but it might at least give you some

Behavioural changes Employees might demonstrate loss of concentration, motivation or commitment. You might find them less willing to “go the extra mile’ at key busy times. Lateness may increase; employees may become irritable, over-sensitive, withdrawn or demonstrate mood swings or out-ofcharacter behaviour. You may notice more disputes and disaffection within a team and an increase in complaints or grievances. Of course all of the above possible indicators of stress are problems in themselves, and worth investigating

employees who you identify are suffering from work-related stress on an individual basis or by asking staff more widely about the key factors that are or may be causing stress in their team. 2. Take notice Reassure staff that you are listening to their concerns and taking the problem seriously. Make sure they feel involved and listened to and confident that you are taking steps to help resolve the problems and support them. 3. Discourage ‘eye rolling’

and addressing. There may be

There is frequently a problem with

unrelated causes and different

‘eye-rolling’ when an employee is

solutions, so keeping an eye on

identified as suffering from stress or

all this stuff is a key part of good

is absent with stress. Either managers

If there is a stress problem, you may

management anyway and should

or other staff can be very disparaging

notice a reduction in productivity

help your business regardless of

or intolerant and impatient. Of

levels or standards of performance

whether stress is a factor. But if you’re

course whatever steps you take to

might decline or become erratic. Are

noticing trends in these areas and/or

deal with the problem, if the team

deadlines being missed, work left

have had staff off with stress or related

are unsupportive or dismissive of the

incomplete or customer complaints

symptoms, it may be that stress is a

problem, it is less likely to go away.

and concerns increasing? Are staff

specific problem and it’s time to take

raising concerns about workload

steps to address it.

indication to go on.

Performance changes

or task-related problems? All of

If you identify that an individual

Lead by example in taking it seriously and make sure staff as a whole understand that suffering with

this could indicate there is a stress

or group is suffering with stress, you

stress is not a sign of weakness, it

problem in your business.

know you need to address it, to stop

can be caused or exacerbated by a

24 | Issue 3 – Operations and Resources

The Business Bulletin

Are tasks being completed as

number of factors and is something

as possible. That might involve

that can happen to everyone.

coaching or training for managers or

efficiently as possible? Again you can

implementing changes in how things

ask staff this, but there are bound

operate in your business.

to be some tasks being completed

4. Encourage seeking help If a staff member highlights they are suffering from stress symptoms, encourage them to seek help from elsewhere, usually from their GP as a first point of call. If the stress is mainly work-related, there might be limited other external options you can point them to, but things like

Look at implementing a bit more structure in performance management, increasing the frequency of line manager one-toones or taking steps as a business

combination with workplace steps to address the problem. 5. Use occupational health

Is there technology you can use involve more of a financial investment

managing staff in a supportive way.

obviously, but may be worth looking at even; if it’s only as a longer-term aim

8. Improve relationships Think about how you can improve relationships at work. It could be a specific team-building event (although the thought of those

can provide you with advice on

some social time; fostering a more

adjustments you can make to address

relaxed atmosphere and encouraging

stress-related health problems. This

collaboration. If you organise some

would usually be in the form of a

social events, make these as inclusive

referral for a specific individual and

as possible, considering factors like

just as they might advise adjustments

childcare issues/other personal

to support an employee suffering from

commitments. If there is a specific

physical ill-health. The same would

problem with relationships in a team,

be true of mental ill-health, including

some external mediation can really

work-related stress.

work wonders. A trained experienced mediator will know how to unpick

(EAP*) don’t have to be too costly and

costing money.

your managers accountable for

can fill people with horror!) or just

Employee Assistance Programmes

those can reduce workloads without

owner to make sure you are holding

A good occupational health specialist

6. Provide counselling

duplication or inefficiency. Addressing

to reduce workload? This might

online tools for stress reduction and meditation apps can also be good, in

in your business that are involving

problems and facilitate solutions to prevent recurrence.

than an immediate solution. 10. Improve job design A high degree of control over their work can be a key factor in reducing stress, so look at how jobs are designed in your team. Can adjustments be made so that employees have a bit more control over what they are doing, more decision-making capacity within their role? This isn’t always possible but there are usually at least minor adjustments you can make to processes and procedures or task allocation to increase employees’ sense of control and independence a little. A combination of quickly addressing specific issues identified and also improving the wider common factors should help reduce your stress problem significantly and hopefully

can involve a helpline with telephone

9. Adjust workload

counselling available for staff. You may

A heavy workload is the most

will contribute to preventing stress

even have something already through

common specific cause of work-

problems in the future.

insurance you have, so check, and if

related stress. Are you expecting too

so, make sure details are available to

much of your staff? In many small

staff; also that they are encouraged

businesses simply recruiting additional

to use it, for work-related and any

staff isn’t really an option due to

other problems they may have. (*An

tight budgets, but if workloads are

EAP is an employer funded benefit

too high you can consider alternative

that offers employees confidential

approaches to make them more

counselling and advice on a wide

manageable.

range of work and personal issues). 7. Change management style

will involve systemic changes that

Are there things staff are doing that really actually aren’t necessary at all? Eliminate all tasks that don’t actually

Management style is highly likely to

add value. It would be very unusual if

at least partially be the problem, so

there are none of these and you can

take steps to address this as quickly

find out what they are by asking staff.

Issue 3 – Operations and Resources | 25

The Business Bulletin

Lockdown doesn’t mean no health and safety So 2020 will forever be known as the year of COVID-19 – the year of unanticipated and unprecedented disruption – both on a tragic human scale, and an economic one too.

Many businesses have been

certain aspects of their business, such

so would be a mistake. We’re talking

forced to close. Some have had to

as operating processes, for example,

here about health & safety.

suspend operations. Others have

or marketing.

had innovation forced upon them. A handful have managed to thrive throughout the crisis. Many companies have had to change their entire approach to

26 | Issue 3 – Operations and Resources

However, other elements of running

Your business may have remained open and fully functioning throughout

a business remain constant. The

successive lockdowns. Or perhaps

obvious example is accounts. There’s

you’ve had to curtail or suspend your

another, which might be tempting to

operations. Either way, issues relating

overlook. Tempting, maybe … but to do

to health and safety should still

The Business Bulletin

assessments along with

measure your success. You may

relevant advice and guidance.

need to write down this policy

■ Provision of remote support via email, telephone, Microsoft Teams, Skype or Zoom. ■ A full review of accident Neil Chambers

Sky Blue Safety

Neil helps businesses who want to take ownership of their health and safety. He does this by either offering guidance and support or through helping with the recruitment of in-house professionals. Through Neil’s experience, he has found that for any health and safety management system to be truly successful, it has to be owned by and personal to each organisation. Every

investigation procedures. ■ Advice and support for RIDDOR reporting. ■ Coaching and support to your

and your plan to deliver it ■ Decide how you will measure performance. Think about ways to do this that go beyond looking at accident figures – look for leading as well as lagging indicators. These are also called active and reactive indicators ■ Consider fire and other

management team via Skype,

emergencies. Co-operate

Teams, or Zoom.

with anyone who shares your

■ Aid compliance with section 7 of The Management of Health and Safety at Work Regulations

workplace and co-ordinate plans with them ■ Remember to plan for

business is different and uses its own

1999, plus the appointment of

terminology, and the policies need to

changes and identify any

a competent person.

specific legal requirements

work for your specific circumstances. 01933 812 234 neil@skybluesafety.co.uk skybluesafety.co.uk

that apply to you

Virtual health and safety coaching

One option is to ask you health and

Identify your risk profile

safety provider to offer you coaching remain paramount. Regardless of your circumstances, your health & safety responsibilities still apply.

– helping you to identify the most

could cause harm in the

operating model we recommend is

workplace, who it could harm

■ Plan

Virtual health and safety service Now’s the time, not to brush health & safety matters to one side, but to ensure you’re still do all you can to keep your employees and visitors safe. Just because your workplace might not be open right now, doesn’t mean you shoudn’t be planning your health and safety policy for when you re-open. Health and safety companies are increasingly committing to providing

■ Do ■ Check ■ Act The Plan, Do, Check, Act approach achieves a balance between the systems and behavioural aspects of management. It also treats health and safety management as an integral part of good management generally, rather than as a stand-alone system. Elaborating from the HSE site –

businesses of all types with a virtual health and safety consultancy service – delivering simple, uncomplicated health and safety advice and support that works for you. They are offering the following types of service – ■ A comprehensive review

■ Assess the risks, identify what

significant hazards in your business. The

Plan ■ Think about where you are now and where you need to be ■ Say what you want to achieve, who will be responsible for

and how, and what you will do to manage the risk ■ Decide what the priorities are and identify the biggest risks Organise your activities to deliver your plans In particular, aim to: ■ Involve workers and communicate, so that everyone is clear on what is needed and can discuss issues – develop positive attitudes and behaviours ■ Provide adequate resources, including competent advice where needed Implement your plan ■ Decide on the preventive and

of health & safety policies,

what, how you will achieve

protective measures needed

procedures and risk

your aims, and how you will

and put them in place

Issue 3 – Operations and Resources | 27

The Business Bulletin

It shall be the duty of every employer to ensure, so far as is reasonably practicable, the health, safety and welfare at work of all his employees. Health and Safety at Work etc. Act 1974

Take action on lessons learned,

you’re not sure what you need to do

equipment to do the job and

including from audit and

to be compliant, you need someone

keep them maintained

inspection reports

to ask. Perhaps you need reassurance

■ Provide the right tools and

■ Train and instruct,to ensure everyone is competent to carry out their work ■ Supervise to make sure that arrangements are followed

as to how planned changes may

How a typical health and safety coaching program can work You’ll learn to carry out the following procedures for yourself –

Check Measure your performance ■ Make sure that your plans have been implemented, ‘paperwork’ on its own is not a good performance measure ■ Assess how well the risks are being controlled and if you are achieving your aims. In some circumstances formal audits may be useful Investigate the causes of accidents, incidents or near misses

■ How to review, implement and monitor your existing policies and procedures ■ How to review your fire risk assessment and implement consequential action measures ■ How to review your existing

impact on health and safety. Your Health and Safety advisor will help to remove the worry, enabling your business to continue more smoothly.

Remote meetings Health and Safety is an integral part of running a business. It’s vital to plan from the very start of any project. A virtual health and safety service means you’ll have an experienced professional on hand remotely to attend your management or health and safety meetings. They’ll advise on any areas, and answer any questions.

risk assessments. How to judge whether additional controls need to be considered. How to implement them. How to monitor that they are actively being followed. Following the coaching sessions,

Remote support In your business, you may well have a Health and Safety Manager. However, their colleagues or manager may not have the same level of experience or qualifications in health and safety.

Act

you would be set tasks to prepare

Your health and safety advisor

for the next session. This might be

will provide coaching support to

Review your performance

to take photos or videos of activities

your health and safety employees.

in progress, or of your site and

Everyone will feel confident that

equipment, or maybe to provide

incidents, ill-health data,

they are taking the most appropriate

copies of service, maintenance or

errors and relevant experience,

action or following the best

inspection paperwork.

procedures in any situation.

■ Learn from accidents and

including from other organisations ■ Revisit plans, policy documents

Remote consultancy Sometimes your business may just

and risk assessments to see if

need help to determine what is ‘so far

they need updating

as is reasonably practicable’. Maybe, if

28 | Issue 3 – Operations and Resources

The Business Bulletin

Six ways to build a winning team Your business is growing, you are building a team, how do you ensure that everyone is working together for the good of your business?

There are six steps that you need to

behaviours. Solving problems

year, three and five years. Most

follow when creating a strong team.

effectively. Operating with

importantly of all, they need

a strong results orientation.

to understand their role in

Seeking different perspectives.

your business and how they

Supporting others.

can help you achieve them.

1. Focus on strong leadership. Having strong leaders within your business is vital, whether it is just you, or you and your

2. Set common goals. You

3. Rules of the game. It is

management team. You need

need to ensure that you

important to ensure that

to be someone who everyone

have Common Goals.

your team know what your

trusts and is inspired by, as a

Your team need to have a

core values are and what is

leader should inspire others to

clear understanding of the

expected of them. It is also

go that extra mile. Businesses

direction your business is

vital that they all understand

that have strong leadership

taking, what the goals are for

the reason for the rules, and

display the following

the next month, quarter and

that by sticking to them they

Issue 3 â&#x20AC;&#x201C; Operations and Resources | 29

The Business Bulletin

are helping you to reach your end goals. 4. Develop an action plan. It is all very well having a great company culture, with a set of common goals but you will not achieve your desired results unless you have an action plan that sets out WHO does WHAT by WHEN. This plan needs to have a list of logical steps with tasks and deadlines assigned to you and your team. 5. Support risk taking. I am not suggesting that you throw caution to the wind, I am advocating that you allow your team to take calculated risks, particularly where it

to grow your business the whole of your team needs to be engaged. Whilst this may sound simple, getting it to happen effectively can be quite a challenge

might lead to innovation. You are not going to make progress unless you take a few risks here and there. This is a really good way of motivating and developing your team. 6. 100% involvement and

If you want to grow your business then the whole of your team needs to be engaged. Whilst this may sound simple, getting it to happen effectively can be quite a challenge. You need

inclusion – You need to

to ensure that your team has not only

ensure that you have the

heard and understood your vision,

Involvement and Inclusion of

but that they have bought into it

all the people in your team,

too, so that your vision also becomes

no bystanders. In order for

theirs. If you think about some of the

this to happen you will need

household brands we love today such

to lead from the front and

as Apple and Dyson, what marks

encourage the complete

them out is the way in which their

commitment of your team.

senior leadership team have been

You include them and they

able to instil this sense of ownership

contribute 100% – get this

in the whole of the workforce. This

commitment from them.

common purpose results in motivated

This might mean that some

people who have a real connection

members of your team

with the company they work for.

decide to leave, so be it, don’t be afraid as ultimately the success of your team may need this to happen. 7. W.I.F.L.E. Point 7 of 6!! What

As a business coach I regularly spend time with clients running team alignment sessions that enable the team to come on board and see the owner’s vision for the future of

I Feel Like Expressing –

the business. These sessions are an

actively encourage people

opportunity to get you the director(s)

to feedback. You are not the

together with your team to look at

only one with the good ideas.

where the business is currently, where

30 | Issue 3 – Operations and Resources

you want the business to go and how you can get there, together. Remember Together Everyone Achieves More and there is no I in TEAM – you cannot do it on your own, you need your team.

Kathy Bassett ActionCoach Kathy’s passion is working with owners of successful small to medium sized companies. She can help you to bridge the gap between where you are now and where you really want to be, whether it be to grow your business long term, or to implement an exit strategy. 07952 112432 kathybassett@actioncoach.com actioncoach.com/kathybassett

The Business Bulletin

Touching up your customer touchpoints Here’s a fascinating fact… when Apple became frustrated that some of its retail partners were not doing a good enough job creating the ‘Mac Experience’ for Apple PC customers, they decided to open up their own stores and take control of what they wanted their customers to see/hear/feel……which was considered at the time to be a terrible move – a tech company moving into retail – CRAZY!

However, Apple are now considered

want to appear to our customers –

had to change (or pivot!) – and fast –

to be a customer experience retail

especially now.

but have you noticed that the way your

benchmark for others to live up to, and a major reason why Apple has seen such growth and incredible loyalty for their brand – they took control of their most important customer touchpoint…. So, should every business invest

The COVID-19 pandemic has radically altered the way we’re all working, and it has also affected customer behaviour and expectations – and that will last long into the future and maybe forever. During this period, some companies

in their key customer touchpoints in

have been overwhelmed with

such grandiose fashion? Of course,

business increases we could never

not – however it’s definitely time for

have imagined, while some have

us all to completely understand our

experienced near shut-down – and it’s

own customer touchpoints and make

true to say that whichever side of the

informed decisions about how we

fence your business falls, it’s likely you’ve

customers interact with your brand or service will have changed too?

So, what is a customer touchpoint and what should I do about them? A customer touchpoint is generally considered to be any interaction point between your customer and your brand/service. When you consider your customer touchpoints, you should usually think

Issue 3 – Operations and Resources | 31

The Business Bulletin

out if each of these are presenting your business, products or services in the

There are millions of services and products that all meet similar needs – so why should a customer choose you?

way you want them to. When you can clearly see where all your customer touchpoints are – and you’re able to look at them through THEIR lens and not yours, you can begin to identify which are strengths for your business, and which may be causing you harm, or costing you money unnecessarily For example – you may find that the particular touchpoints associated with awareness and discovery (e.g. website, customer reviews, etc) are very strong for you. However, if your post purchase touchpoints are not so strong, are you unnecessarily leaking customers after

about them as divided into three main areas ■ Awareness (or discovery) ■ Evaluation (researching & making the purchase) ■ Post purchase (after the sales, enquiries, and ongoing communication) It’s so important that you can identify the many and varied ways your customers come in to contact with

■ 3rd parties that stock your products – retailers, other websites ■ Virtual sellers – Amazon, eBay ■ Personal recommendation – what are your existing customers saying about you? ■ Expo sites and printed

■ Social Media – who checks,

or need them to be. After all, if you’re

risk ‘customer leak’. Your touchpoints could be a combination of:

We all know that existing and repeat customers are much more profitable that constantly having to attract new ones!

Another potential trap is to simply

consistent is it?

have the same impact – otherwise you

keeping them interested in you?

promotional sites

you can ensure they are as you want

make sure all your other touchpoints

how you are engaging with them and

Channels v touchpoints

who posts, who responds, how

your store window looks great – so

them in the first place? Ask yourself

collateral – leaflets, stands,

your business, products or services so

a retailer you wouldn’t forget to check

you’ve done all the hard work to attract

confuse customer touchpoints with ‘business channels’ – here are some examples of business channels: Business touchpoints

So – it’s not just when you speak to a customer right? When you really understand the reach of your touchpoints, it’s about finding

(channel based) ■ We have a website ■ We use direct mail/leaflets/ email information

■ Website – look, feel and ease of use ■ Calls to your business – answer phone message, speed of response, call handler approach ■ Incoming emails – automated response, follow up, consistency of responder ■ Customer review sites – Trustpilot, Trip Advisor

32 | Issue 3 – Operations and Resources

…how you are engaging with them and keeping them interested in you?

The Business Bulletin

■ We provide pay Points ■ We answer the phone have a call centre ■ We send newsletters ■ We provide loyalty schemes ■ We design promotional offers ■ We follow up sales with an aftersales call ■ We have a service recovery department Business channels are most definitely legitimate ways to create your customer strategy – but remember, they are the decisions YOU have made and not necessarily what the CUSTOMER is looking for – they are often the ‘WHATS’ without the ‘HOWS’… So – if you want to ensure you’re presenting your ‘best face’ to your customers consistently, make sure you review how effective each touchpoint is – and review whether there are alternative touchpoints to the ones YOU have created as business channels.

■ Do all your touchpoints have

4. And – overall, do your

a consistent ‘tone of voice’,

touchpoints provide your

regardless of the reason the

business with its USP?

customer is meeting you…e.g. do you respond to sales enquiries in the same way as you do to customer complaints? ■ Is each touchpoint response relevant to the customers reason for using it? E.g. do you use the same response process regardless of the reason customers are reaching out? E.g. social media enquiries v social media posts? ■ Does each touchpoint have a

There are millions of services and products that all meet similar needs – so why should a customer choose you? The reality is, you can never make that final decision. However, by reviewing the many and varied lenses through which your customers see, hear, feel, and touch you, you can ensure you appear exactly how you want to. Attract the customer who will value what you’ve got – and enjoy long lasting relationships with ALL your existing and potential customers.

difference throughout – should you adapt internal processes to meet customer needs better? ■ Overall – do they make your business one that is easy to do business with? Three Check out your reviews/ratings on external feedback sites ■ Respond publicly to reviews

Here are some ‘get started’ tips… One Identify which touchpoints you’re in control of, and which you’re not e.g. anything ‘outsourced’ (like external review sites) versus in-house activities Two Check touchpoints in your control – review and align them – here’s some ideas: ■ Do you meet the needs of the customer depending on the way the customer interacts with you – e.g. Twitter customer contact generally requires immediate response whereas a response to an email is

good or bad ■ Be bold about publishing changes and improvements

Lindsey Marriott LJM Associates

resulting from feedback

Lindsey is a passionate trainer and learning

■ Ultimately – show you value

harnessing the input of clients, customers

the business/customer partnership And – here are some other aspects to consider when reviewing your customer touchpoints: 1. Are they addressing your customer needs – or creating another ‘business channel’ 2. Have YOU ever tested the flow of information – incoming or outgoing – where are the gaps or hurdles? 3. Are you able to ‘invent’ any

expected to be longer and

new touchpoints (the Apple

personalised.

example)?

consultant, driven by a firm belief that and employees and bringing those together, is the most super valuable business resource. She loves to work with organisations that move people (train/ plane/airport/coach), logistics, call centres, engineering – in fact, if you rely on a remote workforce to deliver your service proposition, Lindsey understands you. Her passion comes from wanting to help your people shift from ‘process-led’ to ‘serviceled’ thinking. She believes clients already have great people, services and products – and its often small adjustments or adaptations, rather than massive changes that help to realise your targets. 07778 787352 lindsey@ljmassociates.co.uk ljmassociates.co.uk

Issue 3 – Operations and Resources | 33

The Business Bulletin

Spotllight on…

Spotlight on Steven Mather Steven Mather is a lawyer for SMEs – he helps business owners make thought out decisions on legal risk, contracts, staff, disputes and helps sort legal issues out quickly. In this interview he opens up about his journey of starting a business just before lockdown.

34 | Issue 2 – Sales and Marketing

that helps because I understand how business works. I understand how the

From a young age, my family have always been running businesses, so I’ve always had that within me.

clients work. But being a lawyer in a traditional partnership doesn’t work with the entrepreneur-type ethic. That’s where the decision to really set up on my own stems from. It got to a point I was at the legal practice for a long time, expecting to be the top guy and run it. But in a partnership that doesn’t happen because all the partners are making decisions. You have all the partners there and everybody has a say. And while I did that for nine years, when it comes down to it - I want to be able to do what I want to do now, how I want to

What had you choose the legal

It turned out that actually it was

profession way back when?

really enjoyable. I got a 100% in the first

The basics of it is I pretty much failed

exam. At that point I thought I quite

maths at A-level. At that time I was a geek at heart - I was into computers. I had a business doing websites and website designs for people - my first website in fact was built before Google. I was going to do computer science at university; so I did A-level maths and it was quite frankly the hardest thing

like this, I’ve really enjoyed learning about law. I’d already subscribed to doing computer science at university and so I spoke to them and said I really enjoy law. This is what I’m predicted to get on my AS-level - do you want to take me on? And they said, yeah. And then the rest is history!

that ever I’ve ever done in my life. It was a completely different language;

You used to work for a quite

worse than Mandarin or anything like

reasonable sized legal practice

that! It was completely off the scale. I

before you became a solopreneur, if

remember going to pick up my exam

that’s a word. So what had you make

results. I got an E – barely passed!

that step from going from working

I went and saw the teacher and the teacher said, “Hey Steven, I’m so

for a company which is more comfortable and less risky to starting

do it. If I want to have Friday afternoon off, I’m going to do that. If I want to work all day on Tuesday and work 15 hour days, I can do that. It’s about having that freedom, that flexibility to do what I want. The second point is I didn’t just want to be a lawyer. Being a partner in a law firm meant that all I was doing was law - it was seven days a week managing a law firm. We turned over quite a lot of work and had a lot of employees, it’s a big organization. The whole week, including Saturday and Sundays, was taken up by that. I wanted to step away from that, reduce my hours down in law and then be able to get back into the business world to run and explore other business interests

pleased. You’ve done so well”. And

your own business?

I said, “Miss I got an E!”, she went

Pretty much being a terrible

“Yeah I know. I didn’t expect you to

employee! From a young age, my

You’ve got a young family and

do so well!”. So I had to drop maths - I

family have always been running

you’ve got to put bread on the

wasn’t going to do it in the second

businesses, so I’ve always had that

table as it were. When you go into

year. I had to pick another subject.

within me. Even in the school

the small business world, you’re on

I think the choice was something

playground, for instance, I was

your own effectively, you’ve got to

like media studies, psychology or

selling sweets at break times - I was

generate your own business. Did

law. I thought I’ll do law. I remember

effectively, running a tuck shop out of

you see it as a risk for you or how did

the teacher saying it’s a bit of a

my sports bag! I’ve had a few different

you perceive it?

hard subject - you’ll have to hit the

businesses that I’ve ran as well. I’ve

The honest, truthful answer is that

ground running - there’s a lot to do.

done a letting agency. We bought a

I’m a man of faith. I knew and firmly

I remember my reply to the - I said,

mobility scooter and devices shop, I

believed that I would be okay that

because this is me and I’m an idiot,

ran that for a while. That entrepreneur

I’d be provided for. That’s probably

“Don’t worry, I’ve got running shoes”.

was always inside me. Being a lawyer

a little bit. The reality of it is of

and opportunities that I’ve got as well.

Issue 2 – Sales and Marketing | 35

Spotllight on…

The Business Bulletin

Spotllight on…

No. Again, for similar reasons, if anything, it kind of re-solidified the way I was proposing to work. I wanted

There’s a fine line between arrogance and someone with my sense of humour.

to leave behind the old-fashioned way of lawyers working, that traditional partnership model, the High Street firm, the working on an hourly rate basis - all of those things that solicitors get criticised for. I wanted to scrap all of that and start from a blank slate. I do things differently. I was always intending to do virtual meetings, use phones and video for meetings, because it saves you traveling time and costs attached to that; as well as environmental issues.

course I’m human, so I’m looking

because I’ve been doing it for 12 years

at it thinking contractually I’m not

that I’ve got enough of a reputation,

allowed to take any clients. I’m not

enough people know me, a big

allowed to contact any clients that

enough network, that going and

I’ve had for the last two years. I’m

leaving and setting up on my own

not allowed to make any contact

- it wasn’t as if I just starting from

with any of those. I’m starting from

scratch from day one.

scratch. Come January the 24th, I think it was - I had zero work, zero clients. So yes, practically speaking, there was certainly a risk. I guess it was a little bit different for me in setting up a business

Then, just to scupper things - you started about two or three months

The coronavirus, like with everybody, had some impact when it first hit in March - things went a little bit quiet. Actually the clients that I’ve got now are seeing it as an opportunity rather than a threat - a lot of people are buying a businesses, they’re entering into contracts, they’re doing stuff that needs legal support as a result of the pandemic.

before a little bug came along - did that have any impact on you? Did

What drives you to do what you do?

that worry you?

What would you say your ‘why’ is? I actually spent a bit of time on this. I went on a Simon Sinek course to try and work out what that was. I always thought it was about winning; helping clients win. But actually what I prefer is just getting the right result, the best result for the client. And that’s not necessarily winning. And most of the time it’s not winning it’s about trying to get the best result. What I’ve realised is my why is to create a happy and supporting legal environment, so that everybody involved gets a better night’s sleep. That sounds a little bit strange for a lawyer but it really works for me because any legal services are quite stressful for the clients. I see lots of people that come to me and it’s a massive problem for them. It’s something that’s really stressful and it’s something that keeps them

36 | Issue 2 – Sales and Marketing

Spotllight on…

The Business Bulletin

up at night. If I can then take away some of that pressure, take away some of those issues and genuinely help them sleep a little bit better at night because they don’t need to worry about it anymore - I’ve sorted it for them or I’ve settled with one or whatever it is - that’s really what gives

Clients want a fixed price - no surprise bills.

me my kicks. That’s why I do what I do. What would you say makes you

difference between me and my

working with me and vice versa. What

competitors is me and my approach

makes me different as well is the

This one’s always a hard one to

to providing the legal services. So

delivery of the services - we do things

answer without sounding incredibly

I’m happy. I know I don’t look happy

in a digital way. We sign contracts

arrogant and anybody that knows

and sometimes my dry sense of

digitally, everything’s on email, all

me will hopefully realise that I’m not

humour might not come across like

in the cloud – I can work wherever.

incredibly arrogant - there’s a fine line

I’m happy, but I’m happy. And I want

That’s something that lawyers don’t

between arrogance and someone

the clients to be happy. I want clients

do. Walking away from the traditional

with my sense of humour. But the real

to come to me and actually enjoy

billing method of a lawyer as well, it’s

different from your competitors?

Issue 2 – Sales and Marketing | 37

The Business Bulletin

Spotllight on…

2015. It has a six month notice period and they gave their notice and the supplier turned around and said that

At that time I was a geek at heart I was into computers

that the six months needs to end on the anniversary of the contract you’ve not given enough notification. So the contract is now is going to carry on running until March 2022; effectively meaning they’ve got an 18 month notice period now until the contract expires. They came to me saying that can’t be right - we must be able to get out of

is a difficult one. Clients want a fixed

down. I thought I’ve got a big mailing

price - no surprise bills.

list, so I thought if I could email them something that was useful. I now

You decided to create a podcast.

email people about the business

Why did you start it up - what were

news stories. Then on the podcast on

the reasons behind it?

a Friday, we talk about some of the

It’s called The Business Herald

main ones and how they will affect

podcast. Setting up a podcast is something that I’ve wanted to do for quite a long time, probably more

small and medium size enterprises each week. I love putting it together and doing

than a year - but getting around to

the editing. I do it on a Friday and by

doing it - it wasn’t something that

the time I’ve finished, I then knock off

quite fitted in with my previous

and call it a day. It ticks all my boxes:

practice. There are lots of law firms

working hard, doing well - but having

that do legal based podcasts and

time to enjoy other things: spending

they’re as boring as hell! I knew that

time with the family. It just means I’m

I didn’t want to do a legal podcast.

a bit more rounded.

Also I’m probably not clever enough! I was trying to figure out how I could do a podcast to get further

it? Unfortunately I had to say to them no, it’s right. In a business-to-business scenario, you can pretty much put whatever you want into a contract. In this case the court would enforce it. There’s not much you can do about it. Next time read the contract. So my top tip - read contracts. If you’re not sure about it, get a lawyer to have looked at it and explain some of the key issues for you.

Watch the interview

If there was one top tip given your experience that you would give for a

This is an extract of a

exposure to people and expand the

business, what would it be?

network. What I realised I was reading

Read contracts. Last week I had a

the full session, visit:

the business news stories every day.

new client who wanted to exit a

https://youtu.be/1yrI82vw8Yw

I started just writing those headlines

contract that they signed in March,

video interview – to watch

The honest, truthful answer is that I’m a man of faith. I knew and firmly believed that I would be okay 38 | Issue 2 – Sales and Marketing

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The Business Bulletin

Using psychometric testing for recruitment and development Have you ever worked anywhere where there was high staff turnover, little employee investment or engagement or a lack of understanding between staff and their managers?

40 | Issue 3 â&#x20AC;&#x201C; Operations and Resources

The Business Bulletin

Simon Merriman

Solved HR

Simon originally trained as an engineer which gave him a valuable insight as to how HR can be seen from the other

a pound for every manager that told

during the second world war as a way

me their gut instinct always selected

of identifying suitable candidates for

the right person I could have retired

officer training, after all, who would

by now. Also how do they know they

want an officer who struggled with

got the right person if they hadn’t

decision making, was introverted,

tried any of the other candidates?

lacked assertiveness and feared

Managers carrying out unstructured interviews for selection have about as much chance of getting it 100% right as if they use a person’s horoscope as a predictor. Often you

conflict? Would you feel comfortable flying on a plane with a pilot who struggles to make decisions in a crisis situation? You certainly could not identify

also find that a recruiting manager will

those through unstructured or

recruit someone in their own image

potentially structured interviews with

as the ‘halo’ effect comes into play, of

straight open and closed questions.

course if you are recruiting someone in

Using a psychometric test takes a lot

cycle including terminations of all kinds,

your same image they will be looking

of the guesswork out of recruiting a

Simon is able to bring all that experience

to do your job not the one you want to

new team member.

side of the fence. With over 25 years’ experience in senior HR & training roles gained within corporate, SME and multi-sited organisations of 20 to 800 employees covering the whole employee

and understanding to all sectors and sizes of business knowing that a ‘one size does not fit all’ response is not always the commercial answer. . 07714 790024 info@solvedhr.co.uk solvedhr.co.uk

recruit them for. Using other forms of assessment and information gathering gives a much greater chance of getting the initial appointment right and a chance for the person to be developed further. Hands up, who agreed to marry their partner based upon a 30-60

There is an old saying that staff

minute unstructured ‘date’ and

don’t leave companies, they leave

said yes without getting to know

managers. Often that statement is

much more about the person they

true and more than often it is down

eventually married, their likes/dislikes,

to poor development of managers

their preferences, their inherent

when recruiting or promoting them

character, predictors about what it

into a role.

would be like with them.

Managers are not ‘natural’ at

Given that some employment

management skills, they are not

relationships last longer than some

born with these skills within their

marriages, is it not worth the effort of

tool kit. Some will have natural traits

using some other methods of getting

that can be associated with being

information that doesn’t get tainted

good leaders, they may have natural

with your own bias? A way of doing

traits that are good for their roles

this is using structured interviewing

as managers such as empathy and

processes alongside other forms

listening skills. However, they will still

of assessments. More enlightened

be raw traits and knowing how to use

companies bought into the concept

them and what to do with them is

years ago of using a variety of

the essential skill.

psychometric assessments as a way to

The high turnover of staff can be traced right back to the initial recruitment stage. Recruiting managers often use unstructured interviews relying on their own knowledge and gut instinct. If I had

Getting it wrong can be a very expensive endeavour. The average

DISC DISC is a behaviour assessment tool based on the DISC theory of psychologist William Moulton Marston, which centres on four different personality traits which are currently Dominance (D), Influence (I), Steadiness (S), and Conscientiousness (C). This theory was then developed into a behavioural assessment tool by industrial psychologist Walter Vernon Clarke. Source: Wikipedia

recruit the right individuals and then to use the same tools for effectively managing and developing their staff, including their managers. There is nothing new in this, a lot of psychometric tests were developed

Issue 3 – Operations and Resources | 41

The Business Bulletin

internally and externally, and will even improve their personal relationships.

Emotional intelligence assessments can also be used for managers. These provide a good guide to essential skills and traits that a manager should have…

DISC profiles help you and your team: ■ Increase your self-knowledge: how you respond to conflict, what motivates you, what causes you stress and how you solve problems ■ Facilitate better teamwork and minimise team conflict ■ Develop stronger sales skills by identifying and responding to customer styles ■ Manage more effectively by understanding the dispositions and priorities of employees and team members ■ Become more self-

cost of recruiting a mid-level team

used Myers Briggs and Saville and

member is between £5-12k. Let’s

Holdsworth which have proved to be

knowledgeable, well-rounded

not forget how time consuming it

very reliable predictors.

and effective leaders

is to have a new person on board, the disruption to the company and customers, how many times do you want to train a new starter? Just once would be nice. When you have a number of

Others prefer to use the DISC model (see box) as it seems to fit the majority of our clients’ needs in terms of budget and the information it provides. Although many writings have advised against its use in

applications all seemingly perfect for

recruitment, it has proven to be very

the role how do you differentiate?

reliable among clients and the results

How do you tell if they are right for

seen within the reports are seen

the company culture, your work ethics,

within the workplace.

the right personal characteristics

DISC is not just used at the

and indeed if their skills are truly

recruitment stage, although

aligned with the role? There are many

it is terribly effective. As well as

different types of assessments that are

identifying the candidate that will

available that can predict a person’s

best match new role criteria, fit with

characteristics, whether they are a

the current team and embrace the

team player or prefer working alone,

company vision – DISC can also be

if they enjoy structure and processes

used to increase productivity, head

or not, how they deal with conflict

off potential conflicts and expand

(important if working in customer

positive behaviours. DISC gives

services), getting the right assessment

individuals self-awareness, improves

for your needs is important and

communication and identifies

there are many good value ones that

behaviour styles to enable your staff to

provide excellent information.

work more effectively and efficiently

There are many tests out there, traditionally larger companies have

42 | Issue 3 – Operations and Resources

within a team or indeed manage the team; build relationships both

Emotional intelligence assessments can also be used for managers. These provide a good guide to essential skills and traits that a manager should have which includes self-awareness, selfregulation, motivation, empathy and social skills. Providing the self-awareness to managers can be very enlightening. And combined with coaching and mentoring programmes can help develop managers who manage people to become better in their role. Which enables higher productivity from the team, less conflict and less costly staff turnover. Getting it right can mean the difference between a happy team and an unhappy team.

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Ask the experts Do you have a burning question that you would like the answer to? Or maybe you’re looking for some advice to help your business. In each edition some questions will be shared and answered by some of The Business Bulletin experts.

Q. How do I stop myself being

when not if you will be hacked, then

of any software you use on

hacked? Are there any top tips on

you need to make sure you are doing

a daily basis. Things like

keeping my computers safe?

the basics.

Windows updates drive us all

A. Short answer on how to be 100%

But as a few quick tips

sure you don’t get hacked - don’t ever turn the computer on! The long answer on this one; there is no 100% way to stop being hacked if you plan of turning your computer on at any point between now and the end of time. If you want to lower your chances, as it really is a case of

1. Make sure you have great Internet Security software installed on your device. Regardless of it being Apple, Windows, a tablet or phone 2. Make sure that it is always running the current version

crazy, but they are there for a very good reason. 3. Be careful what you post on social media. Those quizzes might look fun, but they give away a lot of key information about you 4. Use a strong password and don’t have it written down anywhere. 5. For further inspiration, read the article on “The basics of IT security” on page 8. Chris Lambert Blue Sky Computer Solutions

Q. Is it important to have terms & conditions? I could just copy & paste them from elsewhere couldn’t I? A. Absolutely yes. For any business, terms and conditions of sale are a must-have. They are a contract between two parties, you (typically as seller) and the customer. The t&cs should set out all the important terms of the contract – from how an order is placed, to payment, to liability if stuff goes wrong. But they really come into their own if you are dealing Business-to-Business

44 | Issue 3 – Operations and Resources

The Business Bulletin

(B2B) as then you can pretty much

Q. I have staff – do I really need

and employee i.e. in plain

include whatever terms you want in.

an HR policy?

English, in a user-friendly,

Most of the time, the really

A. The simple answer is no you

important terms and conditions to

don’t. However, good employment

include would be:

documentation can be invaluable

■ Limitation of Liability ■ Confidentiality ■ How Orders are placed/ accepted ■ Supply of Goods or Supply of Services ■ Payment terms including late payment compensation and interest ■ Who takes risk of products and when ■ When title to the goods passes ■ Data Protection ■ Intellectual Property As an example, you could limit your liability to the price actually paid – without a contract in place, your liability could include much more, such as loss of profit, damage to reputation, etc. The vast majority of contract disputes I’ve seen stem from two parties not having a written contract because it cost a bit of money to put in place or because they seem alright. But with a set of terms and conditions, each party generally knows where they stand and more importantly can enforce their contract accordingly. If you’re dealing with consumers, particularly online, then the law sets down most of the terms already in the consumer regulations, but you should still ensure that your terms and

as a management tool to small business owners. If they are well

easy-to-understand tone, but also ensuring that you as the employer are legally wellprotected ■ to decide whether they

drafted, policies and contracts can

are contractual or non-

guide business owners in managing

contractual. If contractual, it

their employees effectively, guide

will be treated as though all

them in performing well, avoid as far

of its policies were included

as possible problems arising in the

within the employee’s

employment relationship and deal

contract, so the employee

with them quickly and effectively

will be strictly bound by

when they do.

them. Be careful, though, as

An employee, or company, handbook is not explicitly required by UK law but can be a useful tool for a number of reasons: ■ Introduces employees to your culture, mission and values ■ Educates employees about what they can expect from management and leadership ■ Helps ensure key company policies are clearly and consistently communicated ■ Showcase the benefits you offer ■ Helps defend against

this works both ways – if the employer fails to adhere to its own policy, it may be liable for breach of contract, opening the door for constructive dismissal claims. Noncontractual documentation allows much more flexibility – policies can be altered and changed without requiring employee consent, and to quickly accommodate any change in the law. Your handbook should explicitly state whether it is or is not contractual Sue Pardy – face2face HR

employee claims ■ Clarifies where employees can turn for help If you do have a handbook, or

Got a question?

separate policies, remember:

If you have a question – then

■ to review them regularly

will set about answering it for

in line with any changes in employment law and continue to remain fit for purpose ■ that your employment

email us and these experts you. It can be on any business topic you like, be it finance, sales, marketing, operations, resources, strategy or personal development.

conditions work for you in the way

documentation is tailored to

you want them to (subject to those

your particular business, in the

regulations). You should also ensure

style and tone that reflects

immediate response, then

compliance with the Data Protection

your culture

raise your question on the

Act as well. Steven Mather – Nexa Law

■ they should be readily

If you would like a more

“Ask The Experts” forum.

understood by both employer

Issue 3 – Operations and Resources | 45

The Business Bulletin

SME Survey What is your biggest operational challenge?

Business processes 24.1%

Business processes 25.9%

Other 42.6% Other 49.9% Sales systems 9.3%

COVID-19 13%

COVID-19 9.3%

"Red tape" Sales systems 11.1% 7.4%

"Red tape" 7.4%

Biggest Operational Challenge

In most small businesses there are always hurdles to overcome and fires to put out and often these are

■ Outsourcing services ■ People - employees

operation issues. In this latest survey

■ People - recruitment

(54 respondents), the question was

■ Sales systems

asked to identify that challenge and also to see if there was any

Operational Issues Tackled First

There was an ‘other’ option to

correlation with what challenge

capture anything that had been

would be tackled first.

glaringly missed!

The top-level options given were: ■ Business processes ■ CRM systems

The results can be seen in the graphs below. The top 3 challenges

processes (24.1%), sales systems

■ Dealing with COVID-19

‘red tape’ (7.4%).

legislation, HMRC, etc ■ IT systems (hardware, software) ■ Measuring key performance indicators

46 | Issue 3 – Operations and Resources

priority over other potential issues. Strangely, but reassuringly, no respondent tagged finance systems as an issue. Hopefully this suggests that small businesses are on top of their finances and utilising the cloudbased accountancy systems that are out there; helping them to easily manage their business.

completed the survey were business

■ Cyber security

■ Government ‘red tape’ e.g.

that the pandemic is having to take

facing those small businesses that

and dealing with COVID-19 equal

■ Finance systems

tape’ was still 7.4%. This suggests

second (9.3%), then government Interestingly there was pretty

Get involved To take part in the next survey – Do you have a coach/mentor/adviser

much a match on what operation

for your business? –

issues were going to be tackled first

visit here: https://forms.

with 25.9% focusing on business issues, but this time COVID-19 gained more influence (13%) followed by sales systems (11.1%); ‘red

gle/6VVXvSpqrUrm9tLN8. The results will be shared in the next edition of this magazine.

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The Business Bulletin Issue #3 - Focus On Operations & Resources

Articles inside

SME Survey - What is your biggest operational challenge?

Spotlight on Steven Mather

Should you outsource your HR?

Using psychometric testing for recruitment and development

Ask the experts

Touching up your customer touchpoints

Six ways to build a winning team

Why should we use multi-factor authentication?

What can I do about my employees’ stress levels?

The basics of IT security

Why cloud backup?

Unlocking the value of your data

Lockdown doesn’t mean no health and safety

Virtual assistance: everything you need to know