Good customer service is very important to me – is it important to you? In fact during 2014, I made a point of praising anyone who gave me, or my family, excellent service and being very clear when service was not up to scratch.
One mantra I’ve heard repeated several times is ‘why is this important when you can buy so much online now?’ – to me, there is no difference between excellent customer service on or offline. If it wasn’t important, why would services like Amazon and Ebay ask for reviews? And do you ever read the reviews? I do – and does it influence a buying decision? It certainly does for me.
Excellent Customer Service
In the real world, shopping has to be more and more like an experience – and a good experience at that – why? because it’s so much easier, more convenient and often cheaper to buy online. Therefore, real world shopping must offer something extra. There must be some added value which engages the emotion. These are absolute musts for 2015.
If anyone is in doubt – look at the success in my home town of Swindon of the Designer Outlet Village, where experience is at the heart of shopping. People come from all over the country to shop there – they anticipate a bargain and they also anticipate an experience. This flagship centre for McArthur Glen – the company which runs the site – is a testament to good service. The mailing list for this one outlet centre alone is huge – a list many of us would be thrilled to manage.
So what is bad customer service? For me, it’s any person within any business who makes me FEEL slighted, stupid, silly, of little value – EVEN IF I’M IN THE WRONG. Remember the old adage ‘the customer is always right’ – there’s sense in that. No one can argue with how a customer feels, even if that customer is being unreasonable. Here are a few things I personally class as ‘bad’ service:
*Being ignored when I ask a direct question – this once happened to me in an Apple store where the member of staff, started talking to another customer during a conversation with me – I left and made no purchase.
* Being continually hassled by staff when it’s clear I’m browsing and taking in the shop and what it has to offer. Once is enough.
* Being made to feel stupid when you can’t work out the intricacies of the ‘bill’ – this happened to me recently at Dominos Express in Swindon where the manager insisted I was unintelligent – his view changed however when I told him I was a journalist (something I should not have to do to be treated well). I will never enter that shop again. Not because the pizzas aren’t good – but I will be reminded of how I was made to feel.
*Being pushed aside by a telephone call – if I’m being served and the staff member receives a telephone call, I expect to come first – not be dismissed in favour of a telephone. This will guarantee I will leave without making a purchase.
*Being told ‘we can’t do that because the system won’t accept it’ – this has happened to me several times, when you want to amend a standard order, especially in food outlets. Where you cannot make a small change because a computer system is set up to offer no options. Again, a great reason for me to leave.
However it’s no good being continually negative. I now take the time to thank people for good service, fill in surveys where requested and give feedback. Nothing will change if you don’t engage. I have no idea what happens to that feedback, i just know it’s worth doing. Some excellent customer service highlights for me this year:
* the patience of a store manager when one of my children was horribly embarrassed about having a bra fitting and was tearful on entering the shop.
* the excellence of an American company which supplied me with a faulty product and replaced it within 48 hours, from America, at no extra cost and did not insist on the faulty item being returned.
* the responsive attitude of a Mini Service member of staff in Swindon who listened when I explained a complaint, put it right immediately and then sought me a better deal to make me feel better – hence work on my car which I thought would be £200 at least was actually £25. Now how will I feel on entering those premises again?
So it’s all about excellent customer service – but the onus is also on me as a consumer to give feedback, to say thank you and to praise as much as possible those who go the extra mile.
I’d be interested in your experiences too….
Today I was asked to write a blog post about Twitter – so I’m happy to oblige.
Why? Well, as a media consultant and journalist I often hear comments like ‘why bother with Twitter?’ or ‘I’m on Twitter but I’ve no idea what to do’.
These phrases are familiar because a few years ago that’s exactly what I thought. When I became self-employed in 2009, I had a Twitter account which sat there doing absolutely nothing. I would occasionally send out a tweet but couldn’t really see how much good it would do for me in business.
However after about 18 months, for some reason, I really thought about it compared with other social media platforms. I realised it’s potentially a great way to connect with people – and here’s the key thing – very quickly with minimum effort. Also as a journalist, I’m often looking for good stories so this could be an effective way to achieve another good outcome. So I set myself a challenge – to give Twitter a year and try to systematically build my audience to work for me more effectively.
I put out of my mind the fact that Twitter is global, has billions of accounts, loads of spam accounts and can be risky in terms of trolling etc. I trusted my common sense to deal with these issues as they arose (and they have from time to time and I’ve dealt with them as needed). I decided to use Twitter according to my agenda, my audience and my desired business reach. Therefore good connections for me are in the south west and London, they are people rather than organisations and one key thing – I share, I share a lot, I share as much as I tweet and I share things which interest me or which I think are generally interesting. If you do this, I guarantee at some point someone will say to you ‘I really enjoy your Twitter feed you share some good stuff’ or ‘Oh yes, I saw you talking about that on Twitter’. You are creating your own news service.
Very quickly, having made that decision to take Twitter seriously, it became addictive and I got engaged in various conversations. I then decided to think about the best times to tweet – and you will find me talking most in the evenings and the mornings.
However the pivotal moment came when I saw a tweet asking for someone who could write a script and who had experience in the education sector. I answered as I met those criteria with a phrase ‘that’s me’. That tweet led to another tweet, which led to an email which led to a telephone conversation which led to a paid-for trip to London for a meeting which then led to a project which paid me £3,000. This was a short-term piece of work which I could relate directly back to a single tweet with a company which would never have found me – or vice versa – if it wasn’t for this amazing social platform.
That sold me on Twitter and I’ve had many great outcomes since. I’ve been offered work by people who’ve engaged with me, made the effort to research me online and then offered me work. I’ve been able to place publicity for clients and myself, and I’ve raised my profile in my own community in the south west. I will often go into a room full of business people – many of whom I’ve never met – and people start talking to me as if they know me. Talk about the best ice-breaker.
Another outcome is that those who are beginners now pay me to get them started on Twitter – a totally unexpected outcome. So I’ve actually put my ad hoc strategy into something more strategic and started to apply it across Facebook and, more recently Pinterest. I don’t claim to be an expert, I just understand the concept of social conversation over the internet and how to control some of that conversation. I’m still discovering and I often go to workshops by others to increase my own personal knowledge.
My top tips are:
Really be clear as to what is a good outcome on Twitter for you. That way you can track success.
When you make a clear connection – take the conversation from the virtual world to the real world.
Share, share, share.
And finally please follow me @mum3fi
As we know – this week, entertainer Rolf Harris was sent to prison for abusing children – using his celebrity status as a cloak for his disgusting activities. His past has now caught up with him, he’s paying the price and so will his family. Justice perhaps for those he abused.
He’s one of a line of people, often most famous in the 70s and 80s, who have been accused – and some subsequently convicted – of allegedly having one public persona and another private persona which is infinitely darker, sexually motivated and criminal.
Within hours, more women, many over the age of consent, starting talking about Harris’s inappropriate behaviour towards them. Then there also came the voice of those who think all of this is nonsense, a snowball out of control.
I have some sympathy with this I suppose because in those decades, some behaviour was more acceptable than it would be now. When I started out in the 1980s, I lost count of the amount of times I had my bottom pinched or slapped, or talked to someone who kept their eyes aligned with my boobs or who, on one occasion, actually told me his wife didn’t understand him. I could handle all of this – more than handle it in fact. Several times, I pinched a man’s bottom in return, told someone my face was up here and, with the ‘wife doesn’t understand me’ line, I laughed in the face of the CEO of a large company who said that to me. Positions of ‘power’ don’t impress me.
However, there were darker moments. Times when I felt the undertone was completely ‘other’ and the threat was something more. There’s a difference between banter and feeling compromised. I remember once visiting the home of a successful businessman who suddenly, quietly and firmly sexually propositioned me in front of his wife – I ran out and drove off at a rate of knots. I also remember one man, then in his 50s, and someone I often saw in the course of my job, who would keep coming up behind me and gently stroking the back of my neck. It was very invasive.
Therefore, if you know this, you might understand why I got caught up in an online spat with someone who was using phrases like ‘jumping on the bandwagon’ suggesting that somehow women are ‘cashing in’ on Harris’s conviction. There seemed to be a suggestion that these women were out for money. Or were unworthy of being believed, or were somehow complicit because they didn’t do anything about it at the time. However, I would challenge any one to do something different to those victims, in the same circumstances.
Are you being abused?
Anyone who is a journalist would know that the majority of people who suffer abuse – both men and women – don’t tell anyone at all for very long periods of time. Sometimes for ever.
They will often feel they are somehow at fault, that something they did or said, did make them complicit in the act of abuse. There are refuges nationwide full of people who’ve put up with abuse for very long periods of time.
This online ‘banter’ made me very angry – because I know what Rolf Harris was like and I’ve known for years.
Why didn’t you say something I hear you all cry? It’s very simple. I’ve never met him, he did nothing to me.
However, he did do something a good friend of mine – she told me – and I believed her. Why didn’t she report it? Well, that’s a matter for her – but I can probably hazard a guess. She probably thought it wasn’t worth the hassle.
Remember the man who stroked my neck that I mentioned earlier? I did confront him and told him not to touch me again after he’d done it several times. I also did report it to my boss – a lovely man but one who appeared out of his depth and probably felt it was too minor a thing to escalate. Maybe he was right. I’d not been groped intimately. It was just the feel of that man touching me was all wrong, that’s very hard to convey in a telephone call – to your boss. To this day, I don’t know if he was told by anyone other than me that he was out of order.
However, I was a young journalist, just starting out. I’d heard all of the stories about the ‘casting couch’ though, frankly I’ve only ever met one person in my career who I thought used her womanhood to achieve her goals. I wanted a successful career and I didn’t want to get caught up in a scandal or a case which could become something really nasty. Life in the media as a working class woman was hard enough.
Imagine that man being a celebrity like Rolf Harris? Who would believe me at that time? And even if they did, what would have happened? To me? Would it have possibly damaged my career? Anyone could have accused me of inviting the attentions of a famous man. Who would have wanted to employ me as the person who’d accused Harris? Would I inadvertently become damaged goods myself?
Now, more than 20 years on, it would be different if someone acted inappropriately towards me.
Of course I don’t look the same, I’m older, I don’t have the slim figure I had then.
However, I have the same drive, the same passion for my chosen path – but I also have experience. My experience has shown me that if someone makes me feel threatened – I should listen to that instinct and act on it.
If someone acts inappropriately towards me – is he going to do it to someone else? Has he done it to anyone before me? Experience has taught me that it’s highly likely. For that reason, today, I’d make much noise.
And to those women who found the courage to speak out – you might inspire others who have kept such abuse a secret – thus throwing the spotlight on offenders who’ve been able to hide their behaviour for a life time.
Have you ever thought – I’d like to write a book? I’d like to tell my story? Can I write a book? Would anyone actually be interested?
As a person who does a lot of writing as part of my business, it may seem strange to tell you that I’ve often asked myself all of the above. When I was a child I always wanted to be an author but, as I got older I wondered if I truly had anything to say of value. I was also pretty sure I couldn’t sustain a story of fiction for long enough.
After several years of running my own business I realise that I do have a lot to say, and some people will want to hear it.
In fact, I’ve learned that we ALL have something to say and there will always be those who want to hear it. All of us have value.
Once I truly accepted this fact, I found it surprisingly easy to share one of my stories. I’m now in a place where I’m not worried about those who don’t want to listen – those people will always be around – I’m reaching out to those who are life’s do-ers. Those who at least have a go at their ‘thing’ and those who want to live life with few regrets.
This week, my first foray into writing about myself in a book came to fruition. The book – available on Kindle – is Playing & Staying At The Top of Your Game – http://www.amazon.co.uk/dp/B00KB2XRYI .
It tells stories from a dozen business women from across the south west who want to encourage and inspire other women to try and to persevere if they want to start or develop their own business. Each story is very different. It’s thanks to my women’s business club – I Am Woman – that I’ve finally taken the plunge. I’m already thinking now about doing an entire book covering many aspects of my professional life.
My story shared in Playing & Staying At The Top of Your Game
My story about starting my own business and what I learned in those early days is not what you think. I’m not the business person who nurtured an idea, let it grow and then went into it with rose-tinted glasses and making a million in a month. My story is very different.
I had my dream job – and I lost it. I never wanted to be self-employed, I didn’t want to run my own business and I was devastated that life had thrown me such a curve ball. However, I couldn’t change the fact that this had happened. All I could control was what I did next – and that’s the story I tell. Looking back, I realise my more negative start actually stood me in good stead. It didn’t mean I didn’t make any mistakes – I made loads. But my view was always realistic and I seemed to be able to spot when something wasn’t working. To find out more, of course, you’re going to have to read the book.
Is this being arrogant? Some might think so – but why do we women often feel embarrassed about blowing our own trumpet? Is it because men think less of us? Not in my case – I actually think it’s more because some women think less of us. Some cannot stand the fact that others are more ‘out there’ than they are. Women can be women’s own worst enemies. Truth is, I don’t actually care what anyone thinks, those who are interested will read the book, those who are not – won’t.
So I’ll end on these two notes – the woman who writes thousands and thousands of words each year about others has now written some words about herself. She also remembers one very important lesson in life which has sustained her. It was a saying which a teacher, Christopher Drew, put into my autograph book on the day I left primary school back in the 1970s. It’s always reminded me that life is always a journey of discovery and, thankfully, there’s so much more left to learn:
‘HE WHO KNOWS NOT AND KNOWS NOT THAT HE KNOWS NOT. SHUN HIM FOR HE IS A FOOL’.
Have you ever been to Exmoor Zoo? Have you ever heard of Exmoor Zoo?
If you haven’t I’d heartily recommend a visit. Situated in the Devon countryside, down a little country lane, this zoo has more of a family feel than any I’ve visited. We were spending a weekend in the Exe Valley so this location was less than an hour’s drive away.
While nowhere near the scale of Longleat Safari Park or zoos in Bristol or Paignton, it has a charm all of its own and is suitable for families, or those without children.
We visited over the Easter bank holiday and the cost was less than £50 for five of us. Given that’s close to the cost of a cinema visit for us, we hoped it would offer at least a couple of hours of enjoyment and entertainment. We arrived at 11am and left the premises at around 3pm.
When we arrived it was already busy but there is an additional car park as the one near reception is quite small. One tip is to use the toilet on the way in as there are no toilets around the site. This is due to the site not being connected to the mains (it’s all explained on notices around the reception area).
Immediately on collecting tickets as we’d booked online (be aware a family tickets is two adults two children so, in our case, we had to pay an extra amount for our third child), we were given activities for the children to take part in. For me, this is always a good sign. My children love having to find or discover something. So it was a trail where they could collect stamps of animals and another where they could answer tricky questions and then get an Easter egg at the end.
As my children are a bit older, this meant they often ran off for a short time to fill in gaps on their Easter ‘find an animal’ trail.
The zoo has the sense of being a garden, you move quickly from one animal to the next – but there’s also a feeling that the staff know what you are thinking. There are some spaces where you wonder if that space is big enough for the animal within – then you read the blurb and that question is answered.
There is animal activity all around, so bird, bee and bat boxes which children can look at. I personally love the bigger animals but found myself enraptured by the smaller ones too. I didn’t get the feeling of there being animals which were just ‘making up the numbers’. Even the sparrows had their own special spot.
On site, there are lots of activities where families can get involved in including talks, feeding the animals and holding animals. We’re not good with this in our family, we tend not to like to stick to any timetable or dictate our time around set events, but plenty of families did take part. As you walked around you heard them saying they had to be ‘here’ or ‘there’ at a certain time.
Anticipation was built up by continuous reference to the Exmoor Beast which intrigued the children, who love a sense of the mysterious. So it was quite magical when the zoo’s own beast, languidly stretched, walked down from its perch and marched around its pen.
Another thing which I enjoyed was the good use of the natural landscape and of look-out points around the site. Some of the site is quite steep and rugged, but the animals seemed to like it. Don’t get me wrong, the site is quite accessible, though some paths will be trickier for pushchairs and possibly wheelchairs.
- One of the pumas resting in the sunshine at Exmoor Zoo
The only odd point was one small enclosed look-out area, overlooking the antelope, where there was a picnic table in the middle where a family had stopped for lunch. In this small space, this seemed to have two effects, putting off some people from going into have a look across the enclosure as there wasn’t a lot of wriggle room, or interrupt the family who found themselves being watched closely as they tucked into their sandwiches.
Also one of the children’s Easter egg discoveries was in this small enclosure, so it encouraged more and more eager children to mill around the eating family. If I had one tip, it would be to remove that seating as it did seen to give visitors a confused experience. Families do tend to create a private bubble around themselves so it’s easy to feel like you are intruding on them.
However, further around the site the play area for children is very spacious and there’s plenty of picnic room. There’s a small café on site and the quality of the food is excellent. Much better than in other venues. The price tag for five came to £40 but this is fairly normal for us – and in many places would cost far more.
All in all – it was a good visit, value for money, more educational than expected and lots of fun. Even the small egg given as a reward for the children completing the trail was decent and not a disappointing, tiny, hollow piece of low-grade chocolate.
Find out more here – http://www.exmoorzoo.co.uk
How many of us have been on a train journey and had to listen to someone talking loudly on their phone?
Can this be harmful? Is this something we should be careful about?
Most of these calls involve talking to someone to tell them we’re on our way home, or we’ve just left or we’re going to be a bit late. No harm there. Normal everyday chit chat.
However two weeks ago on a trip to Manchester, I realised the dangers of sharing information about your business on a mobile phone while on a train. It can be very bad for a company’s image.
Be careful what you say…
Countless times I’ve heard people say ‘well, I can catch up with some work’. This is true but doing business over the phone where other people can listen in, can be very bad pr. You just don’t know who’s listening.
Let me tell you why. I listened to a man take several phone calls in connection with his job. I now know he works for a major sports brand retailer selling clothing – I was able to work out which company too. I know he’s the sales manager for that business and does a lot of travelling. I also know that this company is owed a lot of money – more than a million pounds – by a large British football club.
I now know which club apparently owes the money and I know this company is concerned about whether or not it will get that bill paid. I also know that while this man talks professionally and enjoys jargon in his conversations, there’s a female colleague who calls and his tone changes completely. The phrase used was along the lines of ‘I’ll always do that for you Emily?”. At which point I almost threw up.
Did he think for one minute that there was a journalist sitting in front of him who could write a story about such-and-such football club owing a large amount of money for kit?
If I know this amount of detail, how many other people on the train know this too? And where do these people work? Who do these people work for? Would this major sports brand want that kind of information bandied around?
As I was leaving the same train, I listened to a separate man talking loudly on the phone telling someone on the end of the line that a customer was ‘a right royal pain in the arse’. How lovely. What does that say about that man and his lack of respect for sharing his personal view about a third party in so public a way.
Top Tip – be careful what you say about third parties on the phone while on a train. Sooner or later, you could regret it.
Since being in business, I’ve come to realise that understanding yourself can be key to success.
There are lots of things I know about myself but when I became self-employed, there was one thing I didn’t know – could I actually do it? Could I generate any money at all through my own efforts?
You see, I didn’t want to be self-employed. I was doing a job I loved and I wanted to carry on doing that job – sadly though that job no longer wanted me. It wasn’t a personal thing, it was a business decision and about 1,000 people lost their jobs at the same time.
Now I am almost at the five year anniversary of being self-employed and I’m still here. I’m not rich by any means but I’m earning my own money, through my own efforts and endeavours and that’s got to be something to celebrate.
However, I’m also wanting to be better in what I do. So I’m taking a course! I’ve been searching for ages for something which will make me better but which will engage me. During this course, which I’ll blog about many times I’m sure, I’ve been reading text books.
I don’t know about you but reading business books has been without fail, a hideous experience. They are mostly badly written, rushing off into different directions and lacking in real life examples. Frankly, many are simply tripe.
But I’ve just read one in a single day. That’s a record. It was called Taking Flight…do look it up. It tells a very simplistic story about birds in a forest who have to act when trees start falling down…no literary masterpiece but it does the job required…it shows how certain personality types can work.
It’s all about personality types – using the DISC model – which until recently I knew nothing about. Now it’s all around me. I’ve had two personality profiles done and they do capture lots of things about me.
The truth is, I do know these things but knowing and grasping the reality are two different things. Applying that truth is also tricky.
I’ve found out – in bird analogy – that I’m a parrot, with a large element of eagle and a quite large portion of dove. I’ve got very little owl though.
If you know this book, the previous sentence will make sense.
The biggest immediate impact is that I’ve started to recognise others around me, mainly in my friendship group and realised that the dynamic is visible. For example, one of my children is very, very caring and very detailed orientated – which drives me absolutely potty. But it’s not her fault, that’s her response to things and that’s okay. Now I know it’s okay, I find I’m not so irritated by the constant questioning and asking the same thing over and over again.
I also spent some time with two old friends and hardly got a word into the conversation – very unusual for me. I ended up feeling that I was of little value as no one seemed that interested in me or anything I had to say. As I started the self-pity dance, I realised that these were two eagles vying for position without realising it. As a personality with both eagle and dove, confronted by this, I simply gave up and shut up rather than expend energy trying to be heard. I don’t feel angry at all, I’ve just realised that it’s better to see them individually if I personally want to feel listened to – otherwise I’ll continually be a spare part.
Now I’m hoping to become better at business through this learning….here goes!
No, I’m not a peacock..I’m a parrot….
Today I’m reproducing an article I wrote for my family column in the weekly newspaper, The Gazette & Herald, which covers much of the county of Wiltshire. It was published on Thursday August 29 2013 and I’m reproducing it here at the request of one of my Twitter followers, an organisation which I much admire, Wiltshire Mind. To follow me on Twitter, you’d be most welcome at @mum3fi, and you can find the Gazette & Herald @wiltsgazette.
Some time ago, I wrote about an Ofsted report into the safeguarding of vulnerable children in Wiltshire and the fact that the county’s local authority had been found wanting.
I also reported on the fact that the 2012 report had prompted action to be taken and went through some of the measures to improve the situation for vulnerable and looked-after children in the county. I should point out that the report didn’t suggest any children had come to harm as a result of failings.
However, buried within that 2012 report was a comment which really stood out for me – and which I’ve been trying to get to the bottom of ever since.
It said ‘the established practice by police of using section 136 of the Mental Health Act 1983 to hold some children or young person in custody where they have committed an offence is inappropriate’.
It goes on to say ‘this practice is under review given that there is now a dedicated CAMHS (Children and Adolescent Mental Health Services) out-of-hours service that can provide more timely and potentially more appropriate assessments’.
This prompted me to find out about Section 136 of the Mental Health Act 1983. It’s headed ‘mentally disordered persons found in public places’. It allows that a constable can remove and detain someone for up to 72 hours until he, or she, is examined by a registered practitioner or mental health professional.
What does this mean? Have the police in Wiltshire – or anywhere else for that matter – been holding young people and children, in custody for up to 72 hours when it’s suspected they might have mental health issues?
Since raising questions around two months ago, I’ve been on a journey of epic proportions around the ‘system’. But the answer to my key question is – yes.
A number of children each year have been arrested and held, usually when they’ve committed an offence, and the police believe mental health issues have contributed in some way.
Several times the term ‘Freedom of Information’ was used by various voices but last week I finally got some figures from Wiltshire Constabulary. They are:
2009 – four children (under-18s) were held under Section 136.
2010 – six.
2011 – four.
2012 – three.
But to confuse matters even further these are not the definitive figures. The police have recorded ‘pure’ cases – those where a child clearly has, at first point of contact, mental health issues. However, there have also been a number of cases where an arrest has been made and police officers have subsequently sought help as they’ve suspected mental health issues.
Taking these cases into account as well, the total number of children between the end of 2010 and the end of 2012 who were held under Section 136 was 23.
So what has been done about it? The Wiltshire Safeguarding Children Board (WSCB – partnership between Wiltshire Council, Wiltshire Police and Oxford Health NHS Foundation Trust) insists much has been done.
In December 2012, mental health services for under-18s was taken over by Oxford Health NHS Foundation Trust, known as Oxford Health. It immediately introduced the Child & Adolescent Mental Health Services (CAMHS) Protocol.
To cut through the jargon this means when police officers respond to a young person in ‘significant mental health distress or crisis’, the officer contacts CAMHS from the scene by phone. They can do this 24 hours a day, seven days a week. Emergency mental health assessments can then be offered or an appointment within 24 hours.
The officer provides information including:
* Presentation – how is the young person behaving?
* Need for medical attention – is the young person hurt?
* Circumstances of the incident
* Concerns regarding safeguarding or welfare
The CAMHS worker checks the electronic health record system to see if that young person is known. If so, the worker may speak directly with the young person and propose a safety plan or speak to parents or carers.
If distress can be reduced through a phone conversation, the young person is normally offered an urgent assessment on the morning of the next working day. If concerns remain, an emergency assessment can be offered in a safe location such as a CAMHS clinic or police station within two hours.
If the young person is not known, there may be unknown risks and an urgent mental health assessment can be offered.
The options are discussed with the officer at the scene who always reserves the right to use a 136 detention or other police powers.
In a statement WSCB said:
“It’s a system which enables officers to gain a mental health perspective to inform their decision-making and consider alternative options. It also ensures CAMHS are alerted to mental health concerns at an early stage stage and can offer an urgent assessment whether the young person is detained or not.
“The benefits of this collaboration between mental health services and the police, is that distressed young people who require urgent mental health support can receive this quickly, in the least restrictive manner which ensures their immediate needs and risks are reduced.”
The Board says that so far, the new system is working.
“We are pleased to report as result of this protocol there has been a dramatic reduction in the number of 136 detentions under the Mental Health Act of young people under 18 years.
“In the last two years, prior to the introduction of the protocol, there were 23 ‘136’ detentions – this has reduced to three since December 2012.”
Mental health issues in the under-18s – how do the police deal with this?
We’re not talking about many children, of course, but we are talking about children. Children suspected of having some kind of mental health issue. Children who could, quite legally, be held for up to three days. Let’s hope this new support system keeps on working.
Just felt the need today to blog about the whole discussion over sexual harassment in the light of the latest debate surrounding a particular politician.
I’ve faced up to sexual harassment – but did I do it the right way or not?
I listened to a discussion on a weekly political show, on a weekend discussion programme where the issue was discussed in some detail. It’s a mixture of women, men, power, control and sexual desire. A variation on the whole theme of the ‘casting couch’, ‘men in power’ etc etc.
It made me reflect on more than 20 years working in various areas of the media and the times I’d encountered such practices. Which have been few, I should hasten to add. There is no part of the media where I’ve thought ‘can’t work there too many men with wandering hands’.
However there have been a small number of occasions where the behaviour of some men, and women, have surprised me. I won’t say shocked as it takes a lot to shock me.
Please bear in mind, I’m not talking about inappropriate flings or relationships here – I’m talking about moments or revelations which happen and which completely blindside you.
I should set a context – I’m a naturally tactile person, many journalists are, I’ve noticed. I will often touch someone while talking to them, it’s part of my natural body language I suppose. I can be flirtatious but I have a line which cannot be crossed. That is where healthy contact and banter becomes something overtly sexual, makes me feel uncomfortable or seedy. But I’m good at making it clear when that line has been crossed.
I can think of several occasions both professionally and personally where my outgoing personality has led others to think I’m romantically interested in them. I have had to have several difficult conversations about the feelings not being returned, reminders about the fact that I’m married and I take that seriously, and, in some cases, friendships and connections have remained intact. I had these conversations when I was single and when married.
Occasionally however, none of the above apply and here are three incidents I’d like to share.
What do you do when, as a very young green journalist, an older journalist who is always friendly suddenly thinks it’s okay to touch you inappropriately? In this case, it was a man in his 50s, probably, who thought it was okay to stroke the back of my neck. Not abusive but creepy to me.
When it happened the first time, I let it go. The next time, I told him not to touch me again. I have no memory of his response. I think he beat a hasty retreat.
I did tell my boss at the time but I was postively encouraged to take it no further. After all, nothing had really happened. I was told that the person would be ‘told’ about it. Must’ve worked, it didn’t happen again. I just hope it didn’t happen to anyone else.
Another time was personal. A man known to me, retired and someone I saw relatively often, pinned me against a doorframe in his house and tried to snog me. A whole tongue down the throat affair while his wife was in another room. I was a teenager.
It was completely vile and even now, I can recall the feeling of disgust.
Again I told the man, who was in a senior position within his community, to ‘never touch me again or I’ll tell your wife’. Seemed to work.
But I’ve always wondered if he ever did it to anyone else….I also spoke up about it at home but I think it took a long time for my parents to believe it had happened. I know for sure, that my natural revulsion and pushing him away, may have stopped things being much worse.
The other incident I recall was far more recent – within the last five years. I was working alongside someone I’d known for a long time but had not worked directly with and we were in a small room together, we had to be for the job we were doing at the time.
A discussion was taking place which had got around to families and relationships. Nothing unusual in that. Then he asked me a question which really threw me – he asked ‘if I liked three-in-a-bed relationships?’
I looked at him and I think my reply was something bland like ‘I’m a one-man woman me’ and tried to forget it.
The context didn’t set up a question like that and I immediately knew this could all go horribly wrong. I also felt I didn’t want to work with him again straightaway. I did, however, finish that task and nothing happened. I never worked with him again.
I didn’t ever complain about this inappropriate moment. But I find myself asking the same question yet again – did it happen to anyone else and was it even worse?
My conclusion is that most women will have experiences like these both privately and personally. I feel I dealt with them to the best of my ability at the time. I have no idea if I was right or wrong. I can only say that I trusted my judgment of how it made me feel and acted accordingly.
Many business owners hear the term ‘public relations’ or ‘pr’ and think ‘I don’t need this, there’s no evidence of a return on investment’ or, as I’ve heard more than once:
‘I want bangs for my buck’ or ‘where’s the bums on seats?’.
Personally, I tend to back off from any business owner who thinks he or she needs my services – and then say things like ‘PR it’s not really that important but I think I ought to do it’ or ‘my product is so fantastic that that article should have sold a million overnight, that press release didn’t work’.
PR is one tool in a marketing strategy and a very valuable one – but it’s a long term, slow burn affair. It’s not, or very rarely, able to fill a stadium with your customers overnight or even in a week or a month. It’s about being visible and understanding how the media and social media works and putting yourself out there to be discovered. Also, if you’re selling a product everything else has to work, like your website, your telephone, your e-mail. You have to be available!
In a time of recession it’s the PR which gets abandoned very quickly. Why is this? Is it not even more important what you project outwards about you and your business at this time? Through traditional and social media? Through advertising, leaflets, brochures, events, e-mailing or whatever strategies you use? Is it not important to be part of your business and geographical community? To have a view on the issues affecting that community?
There are some organisations or business people who just get this – look at the charitable sector, they absolutely understand the value of PR day in, day out. They just get it.
At a recent business event I attended, I spoke to Graham Hill, who discussed these very things with me. He runs a telephone answering company called Verbatim near Newbury. He belongs to various business groups and last year, one of those groups honoured him.
He was the first Oxfordshire member of the Entrepreneurs’ Circle to be awarded “Entrepreneur of the Month” twice in less than a year for making stuff happen in his business. So a group of which he’s a member honours him internally. Deservedly so.
I’d like to say I was responsible for what happened next but I’m afraid I cannot – Graham didn’t know me then! But Graham’s story is one which shows what CAN happen when you get the message about PR.
A simple press release went out detailing his award with photograph. In terms of cash spend – the most this would have cost him was £500, probably less.
Graham Hill gets the award for Enterpreneur of the Month for the second time in 2012.
In Graham’s words this is what happened:
1. the Thames Valley Chamber of Commerce then invited me to speak at their lunch which led to a couple of sales enquiries.
2. Then Executive Television, which produces 30 minute documentaries on business and entrepreneurial subjects (aired on Sky information channel 212 and BBC/ITV digital) got in touch.
3. We have just completed the filming, one of four companies interviewed about “Effective Business Communication” Once they have a date to broadcast they will email 5000 IOD members information etc.
So from one little press release we have positioned our business as opinion makers / formers.
What will this publicity be worth globally? What would it have cost if that documentary was turned into advertising space? Four firms featured in 30 minutes – let’s say, conservatively you’ll get seven minutes air time – thousands and thousands of pounds.
Not all press releases will have the same effect but sooner or later one could – and once you are established as a leader in your field in your area, a commentator on your sector, the sky can literally be the limit. And hopefully you’ll take your friendly neighbourhood journalist along with you……