TE THINK ENTERPRISE QUARTER. 3
READ INSIDE
CELEBRATING ENTERPRISE AWARDS 2019
SHORTLIST ANNOUNCED TACKLING PLASTICS IS BOTH
ENTERPRISING & ENTREPRENEURIAL WE SPEAK TO ANASTASIA AND LOUISE ON THEIR...
THE PAWFECT MENTORING RELATIONSHIP
THINK ENTERPRISE Quarter Three 2019 Vol. 29
CONTAC T US 53 Coniscliffe Road Darlington DL3 7EH 0845 467 4928 newsletter@ioee.uk ioee.uk
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2 | Think Enterprise
SARAH TROUTEN, IOEE CHIEF EXECUTIVE Welcome to our Autumn edition of Think Enterprise,
point felt exactly the same way you have (I know I
and unfortunately it’s feeling a bit too autumnal!
have) and it’s very reassuring to feel like you’re not
But we’ve got lots of great news and articles within
alone.
this publication as well a special edition next month which will bring details of the winners at this year
On page 12 we hear from one of our Lloyds
Celebrating Enterprise Awards taking place at the
mentors who has been suporting Yorskhire Paws,
House of Lords next week, find out who’s in the
a professional dog walking and sitting business.
running on page 8.
We also hear from IOEE Centre of Excellence Manchester Metropolitan University whose GROW
This month we hear from Sustainable SideKicks an
initiative is providing a place to eat, learn and create
IOEE Academy who specialise in supporting small
- we couldn’t ask for more :-)
businesses becomemore sustainable, something we all should be mindful of.
We also feature details of one of our close partners National
Enterprise
Network,
whose
national
Thursday 10th October sees World Mental Health
conference is taking place next month at Canary
Day with this years theme being Suicide. Our
Wharf in London. Our very own Ruth Lowbridge
article on page 11 considers how entrepreneurs
MBE will be speaking and we have negotiated a
and business owners are intrinsicly more suseptible
special discounted price for IOEE members wishing
to suffer from a mental health disorder with official
to attend, find out more on page 20.
figures stating that over half of entrepreneurs are suffering. Work life balance is something that quite
Finally, our much loved feature Enterprisingly Me
often doesn’t exist for a small business owner
who this month regails a story of customer service or
however if we are to defeat this crisis more needs
maybe lack of it....
to be done to ensure that running a business doesn’t mean risking your own mental health.
So enjoy this publication and keep your eyes open for next months awards special..
Running a business brings its own stresses and strains and we know from experience that talking to other
x
business owners who understand how that feels is therapy in itself.The chances are they have at some
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CONTENTS 6. TACKLING PLASTICS IS ENTERPRISING & ENTREPRENEURIAL Take a look at how smaller businesses and start-ups are tackling plastic and incorporating the use of recyclable materials into their product concepts. »»p.6
8. celebrating enterprise awards 2019 shortlisted nominees announced Earlier this month we announced the shortlisted nominees for our annuals Celebrating Enterprise Awards. The nominations this year have been stronger than ever and we would like to congratulate every shortlisted individual & organisation.
»»p.8
10. WORLD MENTAL HEALTH DAY 2019 World Mental Health day lands on Thursday 10th October. This year’s theme is Suicide Prevention, so we’ve been doing some research on how an entrepreneur’s lifestyle can negatively affect a person.
12. YORKSHIRE PAWS, THE PAWFECT MENTORING RELATIONSHIP »»p.10
This month we’ve dived into the mentoring relationship between Anastasia at Lloyds Banking Group and mentee Louise Nelson who runs her own professional dog walking, sitting & transportation service based in Leeds called Yorkshire Paws.
16. ON YOUR MARKS, GET SET... GROW! »»p.12
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GROW is a place like no other at Manchester Met. It’s a space to eat, an environment to learn, a platform to create… it’s a place to grow.
18. enterprisingly me A monthly feature where you can follow entrepreneurial adventures. Names have been changed to protect the innocent but everything you read really happened, making for a very interesting read. »»p.18
»»p.20
20. 2019 National Enterprise Network annual CONFERENCE This prestigious one day event dedicated to Unleashing Innovation in Enterprise offers fantastic networking opportunities and an impressive programme to inspire and encourage new thinking as to how an innovative nature can support your all-important work within the enterprise support sector.
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TACKLING PLASTICS IS BOTH ENTREPRENEURIAL & ENTERPRISING The Blue Planet effect and momentum from the recent War on Plastics have kept plastics high on the public agenda, with what Ocado’s head of CR Suzanne Westlake describes as “bordering on a militant approach”. This can prove challenging for smaller businesses and start-ups wanting to do the right thing and not have their packaging be negatively perceived by their potential customers. In a recent Keep Britain Tidy and Brita UK survey, 46% of SME’s had not taken any action. Although, 76% said they were motivated by the environmental impacts of single-use plastics. This coincides with research by the Sustainable Sidekicks, in which 90% of the respondents said their organisation would be motivated to take action on single-use plastics and waste because it was the right thing to do. Respondents ranked tackling single-use plastics and engaging colleagues in plastics or waste reduction initiatives 6 | Think Enterprise
as being most important. In response to this, the sustainability and behaviour change consultancy has set out to create an online course to do all of those things.‘Tackling Singleuse Plastics in the Workplace’ launches at the end of September. The content is being designed for SME’s, office managers and green champions to unravel the complexities of plastics and plastic alternatives, provide practical tools and guidance to reduce single-use in the supply chain and confidently talk to customers about packaging choices- even if this is plastic in the end. “there is a lot of confusion about plastics and alternative materials, which can be overwhelming when SME’s want to do the right thing” explains Livvy Drake, Head Sustainable Sidekick. “We want to unpack the confusion and to allow businesses to think differently about their material choices”.
The need for businesses to be sustainable has never been greater!
cost more initially and was a journey to resolve the challenges but it now makes our product concept stronger” says Nick Rees and Jamie Gatley. Another interviewee is start-up Manic Veganic, who’s paper origami wraps achieved a finalist award at the recent Soil Association Boom Award awards, in the packaging category. The founder Errol, was horrified to discover the complexities of the multi-material food pouches they were about to invest in for their vegan protein powders. Errol says “after aiming to create a brand that was to minimise impacts on animals, I couldn’t then have a packaging that could only go in the general waste bin” Other case studies include products made from ocean plastic and UK kerbside recycled plastic, sugarcane and eucalyptus. Sustainable Sidekicks is now an IOEE accredited academy, so participants can earn CPD points. As Sarah Trouten, Chief Executive of the IOEE, says “The need for businesses to be sustainable has never been greater and we are extremely proud to be working closely with IOEE Academy Sustainable Sidekicks to provide accreditation for this innovative and informative programme”.
The weekly lessons will be full of case studies and interviews of businesses who have already taken action including some inspiring SME’s and startups who have developed alternative packaging solutions for their products. When SME House of Apres brought their sparkling brut beer, Duette, to market the only option was bubble wrap or polystyrene to transport their bottles; which they decided they couldn’t use and knew it would be met with negative feedback from their customers. So they worked with Flexi-hex, who made plasticfree surfboard packaging to assist in their process for establishing a cardboard solution for bottle postage and with UKMail to negate the need for plastic bags in the post.
The online course ‘Tackling Single-use Plastics in the Workplace launches on 30th September, with early bird bonuses and discounts to be snapped up now. https://courses.sustainablesidekicks. com. In their support of fellow SME’s and IOEE members the Sustainable Sidekicks are offering a further 20% off, quote: IOEE20.
Now the packaging is part of their customer experience and intrinsic to their brand, “It may have Think Enterprise | 7
CELEBRATING ENTERPRISE AWARDS 2019
At SFEDI and IOEE, we are proud to recognise the very best in enterprise, awarding individuals and organisations who excell in enterprise learning and skills in the UK and beyond. This year we received the strongest nominations to date and we would like to thank each individual and organisation who put their nominations forward. Our awards will be hosted at the House of Lords and in this magnificent British landmark, we will be celebrating everything that is great about Enterprise and Enterprising Skills through a range of awards. We would like to extend a huge thank you to all of our sponsors for making this years Celebrating Enterprise Awards possible including our headline sponsor Marston’s Telecoms. If you would like to keep up to date with the awards follow us on Twitter.
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SHORTLISTED NOMINEES Enterprise Learning Provider of the Year Royal Agricultural University Eat That Frog Kick Off In Business Enterprise Made Simple
Enterprise Educator of the Year Giuditta Meneghetti Alan Murray Andrew Baird
Enterprising Learner of the Year Shankar Jalota Abdullah Ahmed James Turner
IOEE Member of the Year Jazeem Abdul Hameed Michael Coe Sam Everard Quentin Pain
Enterprise Support Champion Craig Bibby Charles Cracknell Dr. Solomon Fubara MBE
Intrapreneur of the Year Richard Beards Katy Duke Susan Walford
WORLD MENTAL HEALTH DAY
World Mental Health day lands on Thursday 10th October. This year’s theme is Suicide Prevention, so we’ve been doing some research on how an entrepreneur’s lifestyle can negatively affect a person. Just over 800,000 people die every year from suicide, and it’s been reported that there is also a mental health crisis amongst entrepreneurs in 2019. Researchers say that almost half of entrepreneurs suffer from at least one form of mental health disorder including depression, ADHD and addictive disorders. University of San Francisco researcher Michael A. Freeman has put energy into finding out just what exactly affects entrepreneurs and why there is a current mental health crisis amongst them. Freeman’s research revealed that Start-Up founders are twice as likely to suffer from depression, six times more likely to suffer from ADHD, three times more likely to suffer from substance abuse, 10 times more likely to suffer from bipolar disorder, twice as likely to have a psychiatric hospitalization an twice as likely to have suicidal thoughts. So, what can we do to support each other in the enterprising community? There are a few things we can do in order to support entrepreneurs and their business that will take no time or effort. Such as liking, sharing or
commenting on a small business/ start-up’s social media page, this will increase their engagement across the board and what may seem minor to you can actually have a much bigger impact on the business itself and you could even generate more custom for them just by liking their post. You could go the extra mile and check in on any business friends or entrepreneurial friends you might have, make sure they’re okay. A business is the brainchild of an entrepreneur, so they’ll probably rather you took the time and spent your energy on supporting their business or start-up instead of them. When they in-fact might need to consider how they’re doing in themselves and put some time in to their own mental well-being instead of devoting every second of their day to their business. As humans, we have to commit to looking after each other and showing one another some support daily. It’s not always easy, but then again, being an entrepreneur is supposed to be challenging, that doesn’t mean that you have to burn yourself out though, if you’re an entrepreneur, take the time to hit reset once in a while. Even if you’re not an entrepreneur, you should put effort into refocusing your mind onto yourself once in a while, it’s not selfish, it’s sensible.
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THE PAWFECT MENTORING RELATIONSHIP
Anastasia Georgiou, Left, Louise Nelson, Right
This quarter we are diving into the mentoring relationship between Anastasia Georgiou of Lloyds Bank and mentee Louise Nelson. Mentee Louise runs Yorkshire Paws a professional dog sitting, walking and transportation service based in Leeds, UK. Anastasia has over 24 years experience in the wealth management & financial services domain working at renowned banks as well as private financial companies in Jersey, Switzerland and the UK. Anastasia returned to the UK 6 years ago after spending most of her working career outside of the UK in Jersey & Switzerland within offshore financial organisations. Currently working in the Client Assets Control Office for Lloyds Banking Group specifically within the Assurance Monitoring Team helping to ensure LBG is compliant with all regulations. In 2014 Anastasia was initially introduced to enterprise mentoring through a colleague at Lloyds Banking Group and how being involved can help local businesses, as well developing personal skills, such as listening and looking at problems from different angles and viewpoints. Upon completing the IOEE Mentoring Qualification Anastasia worked with an IOEE Mentoring Manager to match her up with a mentee.
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We asked Anastasia how throughout the mentoring relationship with Louise just how the mentee had grown both personally and professionally, Anastasia said “ When I first met Louise around 17 months ago she had not long set up her professional pet service business, after having previously worked at a boarding kennels within my local community. Louise is now more confident in her decision making such as when considering adapting things such as terms & conditions, pricing and even making difficult decisions such as refusing (for safety reasons) to continue to provide services where pet owners haven’t taken behaviour issues seriously enough. Louise has also taken steps to ensure she is greater compensated outside of sociable hours, allowing her to spend more time with her young family or at least be better compensated where she is providing services outside of sociable times. I’ve seen Louise’s reliance grow as she is now more able to bounce back from challenging times.” When working with Louise, Anastasia tends to meet up somewhere neutral such as a coffee shop, as it’s a comfort environment for both and it often helps to be outside of a normal work environment. Anastasia’s approach is listen & determine through questioning what the mentee is most concerned about where they feel the most would gained from the mentoring relationship, this helps to determine expectations. In this case a trusting relationship was easy to established due to a common ground in their love of dogs. They then worked together to set actions which will help tackle those concern and in most cases
“I think the programme is brilliant” — Louise Nelson, Yorkshire Paws, Mentee
this generally leads to more actions as the relationship grows. In the few years Anastasia has been mentoring she has discovered common themes, which provide the most value to the entrepreneurs, as a mentor Anatasia needs to be ready to: •
Act as a sounding board
•
Be there as support for ideas and critical reflection
•
Provide challenge in a safe and supportive way
•
Be a safe environment to try out ideas
Anastasia comments that “Being an entrepreneur can be lonely, stressful place, so being in a position to provide support gives me a sense of fulfillment by giving back to the my community, and at the same time, I continue to work on my own skills such as listening not to mention learning about different types of businesses.” As the mentoring programme drew to a close we asked Louise what she had taken from the mentoring programme & how mentoring has assisting in building & supporting Louise’s business.
I have also learned how to separate my personal emotions with work commitments as I felt like at times I was too emotionally attached to animals. Anastasia has supported myself and my business in many ways, most notably in communication as I tend to flap when I’m unsure how to approach clients if there are minor issues (for example, late payments or last-minute cancellations). I have confidence issues and due to my dyslexia, Anastasia helped a lot by showing me examples or ways to approach clients in the most professional manner.” Once a mentoring programme has come to a close, this is a critical time for the mentee in ensuring they have a set plan moving forward and are able to rely on their knowledge developed with their mentor to progress their business into the future. We asked Louise what the plans for Yorkshire Paws was moving forward and Louise had this to say: “To ensure my timetable is full and to continuously advertise for new clients (even ad-hock for future dates), I would like to employ someone in the future which would potentially expand my business by enabling me to take on more clients.”
Louise said: “I have learned how to communicate with clients more professionally,
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JOIN THE IOEE GET ACCESS TO E-LE GROW YOUR BUSINE FIND A MENTOR. SHOW OFF YOUR ENT SEARCH IOEE MEMBERSHIP 14 | Think Enterprise
EARNING COURSES. ESS.
TERPRISE ABILITY. Think Enterprise | 15
ON YOUR MARKS GET SET... GROW! IOEE Centre of Excellence Manchester Metropolitan University has recently launched GROW! Grow is a place like no other at Manchester Met. It’s a space to eat, an environment to learn, a platform to create... it’s a place to grow. GROW is the result of a pioneering collaboration between sustainability and wellbeing champions MetMUnch and the University’s Catering team. It features a meat free café run by students, and a packed programme of activities promoting healthy habits. Students and staff can look forward to a wide range of healthy options, from high-protein vegan brownies to brain-boosting bagels. Produce will be sourced from local businesses, with vegetables coming from local farmers and the bread being sourced from one of the city’s top artisan bakeries.
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The team behind GROW also want students to be directly involved in the change they are trying to make. The first batch of highly nutritious salads have been developed in collaboration between one of the University’s Nutritional Sciences students, Hannah Morgan, alongside MetMUnch’s founder and registered nutritionist and entrepreneur Haleh Moravej and the University’s Executive Chef, Phil Rhodes. It’s this type of enterprising behaviour at the University which has seen them become an IOEE Centre of Excellence championing enterprise across the UK. Hannah said: “I have been involved in developing the MetMUnch salads that will be sold in the café and it has been a pleasure to experiment with my creativity! Developing products is my passion, and I truly believe they have turned out better than I could’ve imagined. It is also a great
opportunity to have students working in GROW as it has the potential to enhance confidence and really increase the feeling of being part of the community.” Research shows that students are six times as likely to try and then stick to different lifestyle diets like veganism and vegetarianism, while 69 percent of students mention that the rise of various contemporary food trends are shaping the way they think about food. GROW will be a soothing and inspiring place to relax, featuring furniture that has been repurposed, recycled, reclaimed or restored from some fascinating Mancunian locales. There’ll also be plenty of food for thought, from getting hands-on
with horticulture to relaxing mindfulness and yoga sessions with MMU Sport held in the space. Mike Sheppard, Director of Estates, Facilities and Capital Development, said GROW is a forward thinking culinary concept that goes ‘beyond eating’. “MetMUnch have consistently delivered their unique brand of nutritious, sustainable, delicious and ambitious food on campus and now with collaboration with Catering Team we are putting students firmly in charge. This is a shining example of how students, academic colleagues and Estates and Facilities staff can work together to demonstrate the benefits of our Journey to Service Excellence.”
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‘Enterprisingly Me’ is a monthly feature where you can follow my entrepreneurial adventures. Names have been changed to protect the innocent but everything you read really happened. I hope my story inspires you to take your first steps, or if you already have, then it lets you know you’re not on your own. Starting and running a successful business isn’t about being perfect. It’s about loving what you’re doing, learning from your mistakes and keeping the faith!
I’ve recognised that building positive relationships with both our customers and our suppliers will be crucial to the overall success of our business. It allows us to grow the business by offering exceptional experiences which help us to increase business but do it in a way where everyone enjoys the experience. We depend on so many people in our quest to grow a successful business – in no particular order, these include: •
Staff – keeping staff happy all of the time has its challenges but I continue to look for ways of helping them to recognize the important part they play in the overall success of the business and to reward them accordingly.
•
Suppliers – we depend on so many individuals and organisations to provide us with good service but we can’t forget that we also have a responsibility to show them good customer service.
•
Partners – we pride ourselves on being easy and helpful to deal with. I believe in the saying what goes around comes around in that we receive what we give!
•
Customers – we aim to make our customers happy and, when they’re not, we do our best to resolve problems in a fair and equitable way. You always have the odd person who has their own agenda (often linked with trying to get out of paying or reducing
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their costs ) however we try our best to overcome issues as they arise and try to agree a positive outcome for everyone. Let me give you an example of something that happened to me recently and I’ll leave you decide whether you think this was a good way to deal with customers. My staff and I visit a locally owned small delicatessen at least twice a week. The products are highly priced but usually of decent quality. Although a regular visitor to the shop for over 20 years, I still haven’t reached the dizzy heights of being in their ‘in crowd’. The staff use the same draw string voices to sing/speak to you with no room for ‘normal’ conversation or light hearted chit chat. I can accept this as the shop is on the edge of town, very close to our office, with very little competition close by. That is until recently when a genuine mistake by one of their staff resulted in a catalogue of errors in relation to providing good customer service. Unfortunately it didn’t bring out the best in me either but I’ll leave it up to you to decide whether my responses were appropriate! I placed my order for three pieces of salted caramel brownie and three pieces of carrot cake and then turned my attention to an email that needed to be answered on my phone whilst I waited for them to be wrapped. They use brown paper bags and then place them in a carrier bag so I had no way of knowing what was in the bags until I returned to the office. On opening the bags I realised
that instead of giving me brownies they had given me some kind of cake. As I was about to go into a meeting, a member of staff offered to return the cakes to exchange for the correct ones. On finishing my meeting I was surprised to find the offending cakes still in our possession. We had been told that they couldn’t exchange the cakes and we would need to purchase the brownies separately. Now I don’t know about you, but given the mistake was not mine, I thought it unfair to be asked to pay again and keep cakes we didn’t want. This starts to sound petty, and it stopped being about the cost of purchasing new cakes, it was about the principle… How many times have you heard people saying that its about the principle – was it fair to ask us to pay for goods we hadn’t asked for? So back I went, cakes in hand, to the offending shop to see if I could get them to see sense. Facing the member of staff who served me I was told that because of Food Hygiene regulations, once goods had left the shop they couldn’t be exchanged. As a Food Hygiene Trainer, I’m well aware of the rules however wasn’t sure how these rules were appropriate for goods I clearly hadn’t asked for. But hey ho, I recognise a typical jobs worth when I see one – when in doubt fall back on the ‘rules’. The assistant tells me that she thought I asked for Caramel Cake. ‘Well I didn’t ‘ I say. The assistant then goes to the back of the shop to find the owner leaving me standing at the counter in earshot of other customers. After a few minutes, the owner enters the shop completely ignoring me and asks another customer, by name (obviously one of her ‘in crowd’) if she is being served before turning to me to ask what the problem is. I repeat my now tiresome story about asking for brownies and getting cake to which I am told that if I’d been watching the assistant pack the food I’d have realised that she had misheard me. My response was that I hadn’t appreciated my responsibility in supervising her staff! I was then told that she had checked CCTV (What? For three brownies I hear you say?) and that the member of
staff had clearly repeated to me Caramel Cake. I asked if she had checked the CCTV for my request which evoked a negative response. As you can imagine at this point I was furious – would anyone want to lose business over three pieces of chocolate brownie? At that point I made to leave the shop with a bit of a flounce stating that myself and my ten members of staff would not be frequenting the shop in the future and leaving the offending pieces of cake on their counter. The owner then called over to her assistant to give me the brownies with a parting comment of ‘There, now you’ve got your brownies’ as if that was going to pave the way for future positive relationships. Well, what do you think? So what went wrong here and what can I take away from this experience to consider how we deal with the people who support our business? •
The mistake could have been rectified quickly and effectively by simply exchanging the offending foodstuffs. Disposing of the returned cake would have been at very little cost to the business. In fact the cake was in disposable containers which hadn’t even been opened. However rules are rules and I understand that!
•
Common sense must prevail somewhere along the line and staff should be given the opportunity to use their own judgment when dealing with situations which have low financial impact but high reputational impact on the business
•
Customers are powerful people and although they’re not always right, as old school customer service training might lead us to believe, they have a very powerful online and offline voice
•
No one came away from this encounter happy and there were so many opportunities to turn this situation around. Unfortunately it often becomes about who’s right not what’s right
Worth thinking about?
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The 2019 National Enterprise Network Annual Conference This flagship event is sponsored again this year by Barclays and takes place on Friday 22nd November 2019 at the prestigious Barclays offices in Canary Wharf, London. This one day event dedicated to Unleashing Innovation in Enterprise offers fantastic networking opportunities and an impressive programme to inspire and encourage new thinking as to how an innovative nature can support your all-important work within the enterprise support sector. Innovation and enterprise go hand in hand – for today’s small businesses and the individuals and organisations that support them. So it’s no surprise that innovation is the key theme for the Conference this year.
SPECIAL OFFER FOR IOEE MEMBERS! Thanks to our partnership with NEN, we are able to offer IOEE members a discounted delegate member rate! Book your ‘NEN network’ ticket for just £90 plus VAT here. On the day, Steven Roberts, Barclays UK Head of Culture and Transformation and Chief Scientific Adviser will be sharing his wealth of insights during his Keynote. The motivational speaker Gerald Ratner will talking about his personal experience on ‘the rise and fall and rise again’ of his business. This Annual NEN Conference is a highly regarded event targeted at the key decision makers and influencers across the enterprise sector. Attracting Chief Executives and senior decision makers, delegates are typically from enterprise agencies, Chambers of Commerce, local authorities, Local Economic Partnerships, Growth Hubs, specialist enterprise providers, and other corporate organisations.
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Alongside plenary speakers sessions, a number of carefully designed breakout sessions will provide a more informal and relaxed delivery of learning; whilst offering delegates plenty of ideas and knowledge to take away to implement in their organisations and in their client discussions. See all the latest conference information here. Plus, the conference will also include the annual National Enterprise Network Awards – to recognise the work in the exceptional delivery of enterprise support services. Over the years the awards have recognised hundreds of organisations and individuals who work in the sector. This year, a new category seeks to collectively recognise the work of an enterprise support champion and a business support client – could this be you? Head over to the awards pages and take a look. We are also delighted to announce SFEDI Executive Chair Ruth Lowbridge MBE will be contributing to the conference and had this to say: “I am delighted to supporting the NEN Annual Conference as a plenary speaker, it’s fantastic to see the support and guidance the conference provides for small businesses across the UK.”
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