Category: News

Utilities can often make-up a significant part of a business’s budget. Costs can quickly mount when you take into consideration the additional outlay of operational overheads, stretched resources and increasing bills.

As an energy services provider, in recent years we have seen a step-change in a growing number of organisations strategically choosing to outsource their utilities management. Outsourcing can be a significant investment, but one that delivers huge opportunities to improve your data quality, reduce costs and future-proof your energy management.

Advanced data quality
If you work in energy management, you’ll understand how important data quality is to accurately and efficiently measure and monitor your use and spend. However, maintaining a high level of data quality can be difficult without sufficient resource – resource many teams can ill-afford to spare.

If you’re considering outsourcing, you’ll want to ensure that there are controls in place to maintain your data. There are four important factors to consider for precise data processing; accuracy, completeness, consistency and timeliness.

As data specialists, we place data quality at the core of our service. Our dedicated analysts process your data within 24 hours of receipt through our innovative energy management solution, Sigma, ensuring consistency and timeliness.

Supported by Sigma software and our data quality framework, we perform 80 daily health checks to find, analyse and investigate exceptions ensuring accuracy and completeness. You can rely on us to guarantee and maintain efficient and precise data.

Commercial benefits
The number one reason most organisations look to outsource their energy management is to make cost savings.

As Bureau service providers we can be processing as much as £1m worth of queries at any one time and on average recover five times the cost of the service for our customers.

Our energy Bureau will proactively identify, investigate and resolve anomalies in your estate and bill data, preventing overpayment and recovering costs allowing you to focus your resource elsewhere.

Your trusted energy team
Our team of expert energy specialists will work closely with you to assess and manage your energy estate and deliver assured and complete supplier relationship management.

We work as an extension of your team, meaning you don’t need to find, fund and train the staff required for a successful energy Bureau.

Our team relieve you of the administration time of configuring and maintaining your estate and meter data, processing and validating utility bills, enabling you to focus more on strategic energy projects.

All our customers benefit from our bespoke onboarding programme and are assigned a dedicated Service Delivery Manager, as well as regular reports that allow you to monitor the success of your service improvements and recoveries.

But outsourcing isn’t just about data and bill validation. As your dedicated estate partner, we provide complete portfolio management services and extended customer support.

We provide expert advice to help you make the most of your service, improve performance and profitability and navigate costly out of the ordinary scenarios. Read more about this in our ‘There is more to outsourcing your bill validation than you think’ article. Our level of customer care is aligned with our Vision, to help each of our customers build a successful and optimised energy management service. You can rely on us like you would your own team.

If you would like to know more about how our energy Bureau service could help your organisation, get in touch with our expert team today on 01908 887064 or email us at [email protected].

In recent years, there has been a shift in the office dress code. At one time, a nine-to-five job was synonymous with a three-piece suit and briefcase. But, now, many companies are happy to let their employees dress in business casual attire or what they feel comfortable in. Is it affecting productivity, though?

The switch to business casual
It’s possible that it is the influence of younger workers in the office that has led to a shift towards business casual. It seems as though this age group is more protective over identity and style of dress and are opposed to being told what to wear.

Business casual can be defined as a style of dress that is smart but not overly professional. For a man, this might be a Men’s shirt without a tie, navy trousers and loafers. For women it could be a smart blouse with cropped, tailored trousers and flat shoes.

In fact, more than one in ten people aged 18-24 said that they had considered quitting their job due to a strict dress code. Older employees, however, do not share the same strong views. Only 7% of those aged 55 and over said that they would think about leaving their employment because of the dress code. Compare this to 17% of 18-24s and it’s clear to see a divide. It might depend on which sector you operate in as to how your staff feel about uniform. Those working in the energy sector (32%), science and pharma sector (31%) and IT sector (29%) are most likely to leave their role due to dress code requirements, one study discovered.

Therefore, is it worth removing the dress code to retain these staff? Quite possibly. Employers are aware of how high staff turnover can have great cost and productivity implications. Costs incur during the recruitment process as the position is advertised and time is spent by employers interviewing and selecting candidates. Having a dress code may deter candidates too — 61% of people looking for a new job in 2017 said that they’d have a negative perception of any company that enforced a dress code. Productivity also takes a hit, as often a current employee has to spend time training the new starter or letting them shadow their day-to-day activities — this can prevent existing workers from working to their maximum capacity.

Another reason for the switch to business casual is a growth in creative companies. In fact, between 2010 and 2016, the creative industries sub sectors (i.e advertising, film and TV) grew their economic contribution by 44.8%. Dress code is often less strict in these companies, as employees are encouraged to express their ‘creative flair’.

The effects of how you dress
Research has shown that what you wear can have an impact on how you behave at work.

In one study, subjects were presented with a white coat and told different things. The participants that were told it was a doctor’s coat, felt more confident in accomplishing tasks compared to those that were told they were wearing a painter’s coat. Other research shows that wearing more formal clothing (such as a Tuxedos) can make people think more broadly.

On the other hand, Facebook CEO, Mark Zuckerberg, wears the same casual clothes every day and runs a company worth billions of dollars. He says that dressing in this way gives him one less decision to make and allows him to focus on more important workplace decisions.

When it comes to productivity, the majority of UK workers said that they would feel more productive and put more effort into their appearance if there wasn’t a strict dress code — this is according to a study by Stormline. Moreover, 78% of respondents to one survey said that they would still make an effort to dress well and wouldn’t blur the line between ‘work clothes’ and ‘non-work clothes’ if there weren’t any rules on what to wear.

What’s best for the business?
Based on the research that we’ve looked at, it’s clear to see that it depends on the employee as to whether they should follow the dress code.  

It may depend on their role, too. First impressions still, and most likely will, always count. If employees are in a client-facing role, it’s important to look professional and approachable — they are effectively representing the business and should be making it look good.

It could be good for businesses to ask their employees how they feel about uniforms and when they feel most productive. This could be the best indicator of whether a uniform is best for the business or not. As we’ve seen, uniforms can affect behaviour at work and it is down to the individuals as to whether they work best following, or not adhering to, a dress code.

Britain doesn’t have a history of fantastic customer service. Compared to the likes of America, our customer service reputation tends to be sorely lacking enthusiasm, helpfulness, and overall tact. On the flip side, British customers are also stereotypically poor at receiving customer service. It could be argued that both sides were resistant to a process that seemed a little too American to fit in with the usual British approach.

But customer service can be the making or breaking of a sale. Failure to successfully deliver exceptional customer service, particularly in an industry like the automotive industry where purchases mean big money, can truly cost businesses. A customer might be actively seeking out a fancy new Mercedes Gle, but if the salesperson drops the ball on a customer service level, the customer will quite happily look elsewhere for their perfect car!

Pre-sale service
Thanks to technology, the customer service experience in any sale is extended. As the automotive industry knows two-thirds of decisions are made online, they can no longer depend on their salesman using their relentless charm to guarantee each and every sale, as the lead may never come through the door. Instead, the initial ‘meet and greet’ is carried out in the comfort of your own home. As a result of this, the journey to buying a new car no longer starts on a Saturday morning when you pull up at the show room, it started weeks before at home, online. Right from the word go, when the customer lands on the website and makes that initial interaction, their experience can mould their end decision.

That’s not all from a technological standpoint. Most websites now use (AI) Artificial Intelligence, tracking a potential customer’s journey through their website, so they can send through a pop up asking, “is there anything we can help you with today?”. Once the potential lead responds, they get linked through to a member of staff and the ball is set in motion.

The day of the purchase
Your customer service can also influence brand image in the eyes of your customers. When asked what determined their favourite car brand, respondents ranked quality as the highest with 45%, one third pointed to the company being friendly, helpful and welcoming. Despite the fact the journey may start online, 59% still bought their most recent car in a dealership, meaning a focus on the development on the customer service at those initial two stages of contact will prove detrimental in the ultimate success.

It’s important to make that personal connection too. A report carried out by We Are DMA however concluded that car dealerships that are able to connect with customers on a personal level are gaining the strongest levels of engagement. The technical jargon that in the past may have been able to completely mind boggle a customer because they were unaware as to what it meant, is now readily available for their access online. Harley Davidson’s John Russell notes, “the more you engage with customers the clearer things become and the easier it is to determine what you should be doing.” By speaking to the customer on a level of mutual understanding, both dealer and buyer are benefiting.

The findings are supported in other research too. An alternative study carried out by Maritz Research which quizzed customers on their automotive purchasing experience discovered that just under 75% of customers were satisfied overall with the service they received. Similarly, the vast majority rated their dealings with the sales department as the most important aspect.

After-sale customer service
A signature on the dotted line isn’t the end. This is where customer service needs to excel, and the quality of the product can really shine. In reality, the odds are stacked against a car going through its lifespan without some form of issue. Even if your car does miraculously make it through unscathed, it still needs a regular service, and for a dealership, it is all about ensuring the customer comes to you. This is when the digital aspect can prove its worth once again. By providing customers with details online of simple things like changing the oil the honesty that is ranked so highly by the customer is installed. However, by also suggesting how much easier it would be to drop it in, grab a coffee and have it done by one of your fully-fledged mechanics, you are catering for every customer need. A dealership runs the risk of the customer not getting an oil change, but they’ll develop a love for a brand and return when replacements are due.

Audi is leading the way in aftercare. The revolutionary Audi Cam offers customers the chance to see exactly what is happening to their car whilst it is in the garage, as one of the members of their service department will walk round with a selfie camera, showing the various alterations that are being made.

Until recently, British customer service has certainly been lacking polish. Its successful application however produces massive positives. When we are on the receiving end of high-quality customer service, just under three quarters of us are likely to recommend the company to a friend, whilst half of us would become a frequent customer of the brand.

Regardless of whether a business is a start-up or a long-running, big-name brand, the issue of ethical and cost-effective waste management is the same.

Waste can bring costs of as much as 4-5% of a business’ annual turnover, says CIPS. At its worst, it can be attributed to around 10% of a company’s overall gross profits. Naturally, these costs can be a worry for many companies, as well as a troublesome reflection of a lack of recycling. Landfill taxes are expensive and rising, and sustainability is a key concern across the world. Companies no longer have a choice when it comes to the correct disposal of waste.

Alongside container hire service Reconomy, we’re here to offer you this guide to everything you need to be aware of when considering your business waste management.

Your duties
Businesses hold a number of key duties and responsibilities, according to UK legislation and governmental requirements. The requirements that you should meet are broadly as follows:

· Use the Waste Hierarchy principles in order to keep waste to a minimum. This is done by preventing, reusing, recycling, and recovering waste.

· It is your duty to ensure your waste carrier disposes of the waste legally. As a producer of waste, the legal responsibility for safe and correct disposal falls on you, and not the waste carrier. You have a responsibility to ensure safe disposal through an auditable document trail.

· Storing and sorting waste in a safe environment.

· Ensuring a complete a waste transfer note is done for each batch of waste that leaves the premises.

· Check whether your waste carrier is registered.  This can be done by visiting the official Environment Agency website.

Storing waste
The standard for businesses to store waste securely is as follows:

· Prevent leakage with suitable and EU-approved containers.

· Guarding waste with lockable containers.

· Clearly labelling waste contents.

· Using waterproof covers to prevent contaminated run-offs.

Ridding waste
Any non-hazardous waste that leaves the premises needs a waste transfer note. You should register online with the appropriate services if you wish to fill in a waste transfer note, or you can create a season ticket for a series of loads that will occur in the future.

You and your waste carrier need to follow the below outline regarding waste transfer notes:

· Fill in the sections of the note that applies to them.

· Sign it.

· Keep a copy for two years.

· Be able to present it to an enforcement officer from the local council or the Environment Agency, if requested.

Bringing down the cost of waste disposal
All businesses want to save money, and it is possible through correct waste management. However, this can be a leap in the dark if business owners are uncertain of how to do this effectively. The solution is segregation — but to do this, it needs to be monitored closely and a report must be conducted to see the volume, material and cost of the waste. From this you can set your strategy, highlighting your own targets and goals to ensure the best results possible when it comes to disposal.

Keep TEEP in mind — technically, environmentally, and economically practicable. This determines whether a business should segregate and store various types of produced waste within the business premises prior to its collection by a waste management contractor you have teamed up with. As part of EU legislation that was created in 2015, which Britain is likely to adopt after Brexit, the EU Waste Framework addresses that commercial and municipal waste producers are obliged to manage their waste correctly. They can use a third party to achieve this, but businesses will continue to remain responsible.

Businesses may need to sort and separate waste for a number of reasons, but the main one is often to support environmental benefits and avoid any negative impact.

Gauging waste disposal
Thanks to technology, many waste management providers can use online automated systems to watch the volumes of business waste and expenditure. This gives you, the client, a better insight too. Through waste management portals, each business can have tailored permissions that help provide them with an overview of waste statistics and management information.

A visual assessment of your business’ waste production levels can help you decide on whether or not a waste management contractor is needed. Monitor the bins over a week until they are collected by noting how much waste a bin holds and how full it is before the collection date. It could be beneficial for businesses to reduce the amount of waste collections they currently have and from this, they will be setting themselves the challenge of being more thoughtful with what they throw away and this will eventually lead them to make better decisions which in turn, will save them money. They will have to deal with the limited bin space they have for waste ensuring that every decision is important.

When the landfill tax is on the rise, these sorts of observations are crucial to saving your business money in the long run. On the 1st of April 2014, the cost per tonne of landfill was priced at £80, which increased to £84.40 on the 1st of April 2016, and the price is set to rise further to £88.95 from the 1st of April 2018. With the cost of landfill waste rising year or year, it’s clear that businesses need to ensure that their waste solution system is driven towards recyclable methods to keep the costs of landfill waste to a minimum.

When it comes to public perception of your brand, brand image is key. Your brand image is one of the main factors which contribute to how well your business is performing. If you plan on boosting your consumer base and becoming a key player in your industry, it’s vital that you focus on building a brand that will leave a lasting first impression for all the right reasons.

Whether your business promotes positive brand image through additional staff training or tailored workwear, there are things that you can do to improve customer experience and retention. Join us as we take a look at the importance of brand image in customer service roles.

1.   Brand Image from the customer’s perspective
Studies have found that over 70% of Brits consider a good customer experience as more important than the product itself. Although you should also be prioritising the quality of your products (to reduce returns and negative reviews), you should be constantly reviewing your current customer service methods and continually think of ways that you can improve the overall service.

You should also take care not to neglect the other services that you offer in favour of customer service.  According to one study, 80% of businesses already believe that they deliver a superior service to their consumers – but only 8% of shoppers actually agree with this statement.

Almost half of all customers (48%) reported that good customer service means that they are more likely to make additional purchases in the future after their first. Not only that, but if you’re looking to increase your consumer acquisition rates – this is a good avenue to go down. 84% of people make a purchase because of a referral; so if your first impression is worthwhile, it could lead to additional business.

But how do you gain an edge over your competitors?

2.  Brand image from a business perspective
Many businesses use uniforms as a way of boosting brand image. You need to ensure that your employees are identifiable to customers and this can only be achieved by designing a uniform that stands out; while catering to each type of individual that works for you (considering religions etc).

The main advantage of uniforms is that employees don’t have to decide what to wear every day and will look smart and easily identifiable. As well as this, uniforms represent your business – so you must design them in the correct way and prioritise employee comfort to ensure you receive the best delivery from them.

Of course, it’s also important to invest in training your staff so that they are able to provide great service to your customer base. This should cover ways that they interact with consumers of all kind (race, religion, disability) and offer the most efficient service possible to show that you’re a reputable brand. On top of this training, you should also make your staff aware of any new products or services that you begin to offer so that they can give customers all of the information that they require.

Your workers are the key to ensuring that your business runs smoothly, but there are many other ways to improve customer experience. Research has suggested that customers will spend up to 13 minutes in a store — so it’s important that you deliver an exceptional service. Queues are notoriously long here in the UK and can be the biggest contributing factor to a customer’s walk-out. To combat this, why not look at queue management software and point of sales service?

Good customer service gives businesses a huge advantage in today’s competitive retail market. Do it right.

When you think of family-run businesses, no doubt you’ll picture your local bakery and corner shop. They’re often small-time, independent players in a competitive world — but despite this, they contribute massively to the UK economy and this is something that can’t be ignored.

Teaming up with family firm David Laing, who provides double glazing in Newcastle, we take a look at why these types of businesses are important for both British culture and the greater economy. As well as this, we look at what impacts Brexit could have on the overall market. To understand the greater picture, we need to know what the term ‘family-run business’ actually means…

What is a family-run business?

Typically, a family business is one with fewer than 250 employees. The Department for Business, Energy and Industrial Strategy (BEIS) says that family-run SMEs are those that are majority owned by one or more members of the same family.

Over the years, we’ve seen some very successful businesses thrive here in the UK. Some of these brands have even been able to throw themselves into the spotlight of the global market – prime examples would include Dyson, JCB and even Specsavers. Believe it or not, these are all family-run businesses!

However, it’s important to remember that family-run businesses can come in all sizes. A recent report from the UK Institute for Family Business stated that there are 120,065 brands calling themselves small family businesses. 15,725 called themselves medium sized in the UK. From these figures, we can see that more than 135,700 family-run businesses identify as SMEs. It’s appears that market is quite a lucrative place to operate for families – and setting up a business may seem easier than ever before.

What does the sector look like?

The latest data taken from The UK Family Business Sector 2017/2018 report discovered that family businesses across the country employ millions of people and contribute over 20% of the government’s revenue every year. For example, in 2016, family businesses generated a £519 billion gross value added contribution to UK GDP. At this time, there were 4.8 million family-run businesses which comprise 88% of all private sector firms.

As well as this, family businesses contributed £149 billion in taxes to the Exchequer. From 2015-2016, this grew by an astounding 12%. The number of family-run businesses in the UK has increased by almost 35% since 2010, and the proportion of all UK firms that are family run has reportedly grown by 10% in the same period of time.

Most of these businesses have a common goal though. Studies have shown that 63% of family-run SMEs with employees aim to grow sales in the next three years. 60% of these businesses have said that the way to achieve this is through improving the skills of the workforce.

Will Brexit affect business?

The question on everyone’s mind is whether Brexit will impact family-run businesses. Since the European Union membership referendum took place back in 2016, there has been a constant change in the political landscape which has undoubtedly made businesses more cautious about their future. However, Lord Anthony Bamford, who is the Chairman of JCB, has stated that “Britain’s prosperity after Brexit depends on small family businesses as they made Britain the fifth largest economy in the world”.

Despite the process still ongoing, it is inevitable that Brexit will have some implications on not just family run businesses, but all businesses across the UK. There are many factors that contribute on the severity of the change – two major areas include sector and trade. Additionally, Britain’s association with EU-led programs will be affected. European Investment Bank for example, has advanced around €117 billion over to British projects over its lifetime which supports innovation and making sure that SMEs have access to finance. This could soon be gone.

Although there are signs of hope from family-run business leaders like Lord Bamford, it’s crucial to remain sceptical about what the future could actually hold and how as a society, we overcome any issues that might come forward. Family-run businesses have become an integral part of British culture, been passed down for generations, and proved their worth through some of the toughest challenges this country has faced, which has undeniably restored a sense of confidence in local communities. We can’t predict the future, but we’re certain that this won’t be the end of family business here in the UK.

Internet shopping is undoubtedly flourishing, and for many it would seem that high street retail is becoming a relic of the past. Not so – studies have shown a surprising 40% increase in weekly shoppers hitting the high street in 2015, and a predicted 44% increase for 2018. This increase of activity may be down to shopping increasingly seen as a social activity. So how can high street retailers capture this resurgence?

We’ve teamed up with QUIZ clothing, a leading retailer of plus size dresses, to explore the how the high street is flourishing thanks to in-store technology. 

Technology for your store
The main focus of technology for retail has, in the past, been for e-commerce. But, recent research still indicates that people value brick-and-mortar stores — in fact, 81% of UK customers said that the physical stores were vital to the shopping experience. So, when it comes to improving the high-street and implementing in-store technology, what should retailers be getting involved with?

A customer favourite of in-store technology is the information kiosk, powered by artificial intelligence. However, not all retailers are getting on board — 66% of those surveyed in one study said that they were yet to encounter artificial intelligence in-store. Do retailers realise the huge potential of this type of technology? In fact, 60% of consumers are attracted to the idea of using them to find products that they weren’t aware of before. As an example, in QUIZ’s digital stores, an in-store kiosk enables visitors to browse the full collection (even if some products aren’t available in-store) and order them to their homes or local store.

With in-store technology, staff can be quickly informed of anything a customer might need. One way to do this is by providing employees with handheld iPads or other smart tablets. This allows staff to find the answer to a query, check a product’s availability and place orders for the customer without having to use a fixed computer. This can improve the customer’s experience and help build a stronger brand-to-customer relationship.

Augmented reality is fast becoming the next “big thing” in technology, and in-store retail tech isn’t missing out. This can help the customer with their purchase decision and help them visualise themselves with the product. Although this can be made available through an app, there are also ways to introduce it in-store. In a fashion store for example, a smart mirror can allow customers to dress themselves in different outfits without actually trying them on. Similarly, in a furniture store, visitors can upload a photo of their home and try out pieces of furniture to see if it would suit their rooms.

Brand representation
Technology can assist in increasing store visits and boosting brand loyalty. It’s possible that having in-store technology in a physical shop can make a brand more attractive to customers, and potentially a better option over competitors. Some retailers are recognising this too as one report suggested that 53% of retailers view investments in new automations and appliances in-store as vital to keep up with their competitor activity.

The look of a brand in the eyes of customers can also be influenced. One study revealed that 46% of those surveyed said that a positive experience due to well-functioning technology increases their brand confidence. 

Technology can fail
We all know that technology, as wonderful as it can be, can also be temperamental. This can be frustrating and add time onto a customer’s visit which may result in a negative experience.

According to RetailWeek, more than 65% of customers have had issues with in-store technology failing. Unfortunately, this then affects sales — one third of customers said that they were unable to complete their transactions because of the technology difficulties.

One bad experience can be enough to turn a customer away, and the same goes for in-store technology. Retailers must keep software and technologies updates and well-maintained to avoid issues like this. Similarly, if technology is difficult to use, this can deter customers from getting involved with it. This could make people feel excluded too — in-store tech should be simple to use, and visitors should be accompanied when using it if it’s more complex.

In-store technology is certainly becoming a vial component to the shopping experience. Although customers are happy to shop online, they also enjoy shopping as a leisure activity and appreciate an interactive experience when doing so.