9 minute read
Family Businesses Weather The Pandemic
EyeonFamily Business Forum
NI’s Family Businesses Weathering The Pandemic
Just over a year ago, Northern Ireland’s Family Business Forum held a breakfast event at Corr’s Corner Hotel in Glengormley showcasing the story of one local family business, the McKeever Hotel Group.
Business Eye’s Richard Buckley, who interviewed Eugene & Catherine McKeever at the event, returned exactly one year on to another McKeever property, the Dunadry Hotel & Gardens, to talk to Darren McDowell and Ian Smyth of the Family Business Forum.
The contrast between Corr’s Corner in late September 2019 and Dunadry in late September 2020 could hardly be more stark. Last year, the function room at Corr’s Corner was well filled by more than 120 business people enjoying a hearty breakfast and listening to Eugene & Catherine McKeever’s business story.
This year, it was four of us in a room built for a couple of hundred. Oddly, though, that’s something we’re well used to six months on from the announcement of lockdown for the UK.
We’re in the elegant surroundings of the Dunadry to talk about a comprehensive new survey which shows that Northern Ireland’s family businesses are weathering the worst of the pandemic.
The study, carried out on behalf of the NI Family Business Forum by Ulster University in association with Dublin City University and the University of Central Florida, was timed to coincide with Family Business Day in late September.
It shows that nine out of 10 family businesses here are worried about loss of revenue over the next six months. Six out of 10 firms say that insufficient cash flow is their prime concern, whilst around the same number cite the negative impact on the local economy.
But local family businesses are less concerned about losing key employees (23%) or loss of business reputation (12%). And, despite the economic challenges that lie ahead, 77% of respondents aren’t concerned about the possibility of losing their businesses.
Interestingly, in terms of interfamily relationships, a convincing 7 out of ten aren’t worried about the potential for family conflict, indicating that senior teams are pulling together as local companies face the most challenging business climate in living memory.
“It’s a multi-level and multifaceted survey that gives us a real insight into how the family
EyeonFamily Business Forum
business community here is working its way through this crisis,” says Ian Smyth, co-chair of the NI Family Business Forum and a lecturer at Ulster University.
“It is a unique study for a number of reasons. The international collaboration between three universities adds a significant layer and we have effectively produced two different surveys, one focusing on the views of employers and business owners, the other seeking the views of employees in family businesses.”
The results of the employee survey will be announced at a later date.
“The family business community is a very resilient bunch of people,`” adds Darren McDowell, Senior Partner at Harbinson Mulholland, the founders of the
Forum. “Our mission as a Forum is to help them to navigate the current environment by offering as much practical help and guidance as we possibly can.
“The survey shows that there is a lot of concern out there over what the coming months will hold, but it also shows the resilience of this sector, how management teams have pulled together, and how there is still confidence and optimism out there, despite the depth of the crisis that we’re all facing.
“There’s no doubt that firms with a strong family ethos are better placed to face up to crisis situations like this one. It’s also important that a lot of these businesses are firmly rooted in their communities. For me, that’s one of the key finding of this survey.”
Ian Smyth agrees that resilience is more evident among family firms. “We’ve come through a lot over the years here in Northern Ireland and a lot of our firms were already squaring up to the Brexit challenge before Covid came along.
“So I think that it’s evident there is a level of confidence that firms can get through this without losing many staff and without being forced out of business. Entrepreneurs, by their nature, tend to be optimistic and that shines through in this study.”
The NI Family Business Survival Survey is complemented by the launch of a brand new membersonly digital platform that aims to bring together Northern Ireland’s family business community at a time when continuing to connect is increasingly important.
“Our events programme, an important part of what we do, has had to go on hold,” says Treena Clarke, Harbinson Mulholland. “So we’ve come up with an online platform that will make sure that our members have the opportunity to continue to network with each other, share experiences and offer mutual support in an exclusive and private online space.
“We’re also keen to encourage local family businesses to work with each other, sell to each other, buy from each other and, most importantly, communicate during the crisis and beyond.”
Harbinson Mulholland, in common with most other firms, has had to face up to plenty of challenges of its own since March, not least the challenge of transferring a 50-strong staff to home working.
“But what was most important for us and remains most important for us is to be make sure that we’re available to help and advise our clients as they adapt to circumstances which are changing and developing all the time,” adds Darren McDowell.
For further information on the new Family Business Forum platform, contact Treena Clarke – tclarke@ harbinson-mulholland.com
EyeonMotoring
Independent audit describes CRASH Services as ‘best in class’
CRASH Services, Northern Ireland’s leading accident management company, have spoken of their delight after an independent external audit of their vehicle repair and hire management practices described the Belfast, Newry and Derry/Londonderry based company as ‘best in class’.
Independent auditors from Fusion Management Support Limited carried out the review of the claims handling processes, focusing on the company’s hire and repair services.
The onsite section of the examination was carried out over three days in July with two additional days of desk analysis in August 2020.
Fusion Management Support Limited has been providing industry-specific auditing for the last decade and has experience of dozens of companies competing with CRASH.
Highlights of the report include the auditor describing CRASH as “without doubt, one of the most efficient credit hire and repair service providers we have encountered.”
CRASH Services can take away all the hassle from the claims process and provide a ‘best in class’ service which; arranges vehicle recovery, collision investigation, organises repairs, provides a replacement vehicle, liaises with insurance companies and offers legal and medical assistance.
The independent consultant also found that CRASH Services’ average hire duration period in repair cases was an impressive 43% shorter than those assessed in other similar businesses.
The report will also be welcomed by insurance brokers and car repairers who appoint or recommend CRASH Services to handle their customer’s motor insurance claims.
CRASH Services has a partner network throughout NI, and Claims Manager Lisa Gribben spoke of the importance of these critical relationships to the company’s success.
Lisa commented, “The faith of those companies such as car repairing garages and insurance brokers, as well as our past customers who proactively recommend our services has been shown to be well placed by an assessment that damaged vehicles are repaired and returned back on the road over 40% quicker with CRASH than if the person had gone to another claims handling provider.”
Speaking about the efficiency of the CRASH Services claims process, the auditor noted: “a very high level of energy by the claims handlers and other actors when seeking to progress claims.”
This was, according to the auditor, “unquestionably higher than has been witnessed in other organisations.”
The independent report added, “Rarely has the consultant observed such a comprehensive control of the claims processes supported by an unerring commitment towards efficiency through procedures, systems, documentation and staff development, all embraced within an inclusive working culture.”
Summarising his findings, the auditor stated unequivocally, “It is the Consultant’s opinion that the Client [CRASH Services] provides a ‘best in class’ credit hire and repair claims solution.”
A delighted Jonathan McKeown, Chief Executive Officer at CRASH, described the results as “fantastic”.
Paying tribute to his team, Jonathan commented, “It really is a testament to the hard work of all of our people, who go above and beyond every single day to help our customers.
In nearly twenty-five years, CRASH Services has continued to grow, dealing with tens of thousands of accident victims in their time of need,” he continued.
“This is made possible by our vast network of partners; repairers, insurance brokers and legal advisors and the motor engineer assessors they work with, who together help CRASH Services be a one-stop-shop for collision victims.
As we grow, we’re also keen to forge new relationships, and we would encourage anyone in the industry who wants to, to get in touch to see how we can improve outcomes for your customers.” he added.
Michelle McGahan, Quality and Compliance Manager at CRASH Services commented, “We’re committed to following robust claims processes that promote claims management efficiency.
Ultimately, this is to ensure our customers and partner network get the best possible outcome after being involved in an incident.
And we are ecstatic that we now have an impartial affirmation of all the great work that we do.” she concluded.
Paul Cooney, Fleet & Repair Director at CRASH Services, spoke of his pride at the findings of the audit.
“We’re so proud of the team who have worked tirelessly to ensure repairs are carried out as promptly as possible.
Being described as ‘best in class’ is a real boost; we knew our service was one of a kind but reading the auditor’s report really confirms it.”
Paul continued, “As the auditor noted, we only enlist the help of repairers that we’re familiar with, so we know that work is always carried out to the highest of standards.
This provides peace of mind to drivers as well as to our partners, who know that when CRASH Services is involved, work is always carried out not just to the highest quality but also in the quickest time.
Whether you or one of your customers has been involved in a collision, by appointing CRASH Services you’ll reap the rewards of our vast experience and ultimately take the stress out of the process for all involved.” he added.
