It’s time for the board meeting. Or another of the regular get-togethers for the work team. And what invariably goes centre-table? The answer, of course, is a selection of bottled water.

No speaker wants to go dry-mouthed. Every participant needs to be sufficiently hydrated to stay focused, concentrate, and keep their mind on the matters in hand. If you were in any doubt, the Association of UK Dieticians (BDA) reminds us how drinking water keeps a dry mouth, lethargy, poor concentration, and dizziness at bay.

It’s for essential health reasons that you are legally required to make clean drinking water readily available for all of your employees.

So, the bottled water in the centre of the table plays a critical role. That role is made all the more important by the nature of the water you serve and the type of bottle you use.

The water

Few self-respecting offices these days are likely to leave jugs of tap water on the boardroom table – directors, clients, senior executives, and your workforce as a whole may reasonably expect better.

You – and they – want water that is clean and pure, free of the impurities that even British tap water may contain. It must have a great taste and, preferably, can be served still, sparkling or chilled.

The way to get your drinking water that clean is to install a drinking water filtration system. Modern systems can remove up to 99% of all impurities – and leave you with a refreshingly clean and great tasting drink of water.

Filtered water systems such as this connect directly to your mains water supply, so that once the system is installed, you fresh, clean water is going to cost you little more than the current price of tap water – less than 5p litre.

The bottle

If you are looking for any sense of corporate social responsibility, you will avoid the use of plastic bottles at all costs. Not only are they inelegant to look at, but plastic bottles are also widely acknowledged as the scourge of environmentalists because of the extremely long life before they degrade, together with their lasting and harmful pollution.

Consciousness about sustainability and eco-friendly solutions is now widespread, so you may demonstrate your commitment to just such concerns by doing away with single-use plastic bottles and replacing them with reusable, dishwasher-safe glass bottles.

You can even go a step further in the way you serve your bottled water. Some companies that supply elegantly designed and stylish glass bottles on which you can print your company logo – and a message reiterating your commitment to environmental sustainability.

A special printing process ensures that the logo – together with any message – is indelibly printed on your glass bottles, serving a reminder of your commitment to values of corporate social responsibility.

The next time you are setting up the board room or arranging an office meeting, consider whether the drinking water you are serving is the freshest, purest and tastiest that can be. If not, it may be time to find out more about filtered water and in-house bottling solutions.

In the world of sports technology is gradually bringing in changes, with small pieces of new tech being incorporated into old ways of doing things. In sport, this helps preserve the tradition while slowly improving every aspect.

As an ex-pro basketball player and Olympian, I avidly follow developments, particularly the use of technology in sports. Here are five areas where tech is having an impact and improving sports…

1. Funding

Talent and effort should be all it takes to become a professional athlete. Unfortunately, funding tends to be a major deciding factor. Those without the funding can’t afford to take time out from work to train, can’t afford the best trainers, and won’t be able to access the best technology.

Until fairly recently, however, top athletes and teams have taken the lion’s share of funding and sponsorship opportunities. Less well-known athletes along with those just starting out have struggled to get the funding they need to break into the professional leagues.

The good news is that, in recent years, new sources of funding have arisen, allowing fans to financially support clubs and athletes in return for a share of future incomes. Not only does this provide an additional avenue for fans to get involved but it also provides a way for up-and-coming athletes and clubs to raise unrestricted funds, helping them to go pro.

1. Sports Equipment Design

While computers have been at the forefront of a lot of changes in sport, one of the most significant comes from the world of materials and product design and engineering.

Tennis rackets and golf clubs, for example, have seen some huge technological leaps, using new graphite shafts for better weight to strength ratio. Computers have, of course, assisted with these new designs, improving performance through the use of aerodynamics.

The deployment of new materials, such as kevlar, have also dramatically improved the strength of sails, bicycle helmets, and even football boots. Kevlar is a fibre that is around five times stronger yet much lighter than steel, making it ideal in these heavy-use situations. I see many of these new materials being applied to sports equipment in the coming years, helping to make it stronger, longer-lasting and safer.

1. Training & Nutrition

What separates the amateur and pro athletes is training. More, better training will create professional athletes out of even the most modest spark of talent. A lack of or low-quality training will hamper even the most promising of players.

Computer-aided training programmes now integrate live data into sports science models to help improve every aspect of the athlete’s performance. Tennis player can improve their services, swimmers their technique, and footballers their strike rate. What’s more, computers are now beginning to spot areas of weakness and suggest improvements, potentially helping to avoid long-term injuries building up.

New technology also makes it easier to monitor an athlete’s nutrition, computer programs have improved nutritional advice, and developments in food and drink production allow for very precise nutritional balance as well as new protein bars, energy drinks, etc.

In the future, I see more wearable technology being integrated to utilise live data and provide immediate feedback to athletes and coaches. Training and nutrition can then be quickly adapted to the athlete’s needs, improving performance while helping to avoid future injuries.

1. Engaging Fans

There has been a proliferation of new ways to watch sport ‒ from HD streaming to watching via betting sites. This has allowed fans to get involved in the action, betting on in-play odds, commenting on streams, and even just seeing more detail of the game.

There have also been now ways for fans to get involved in the action, such as fantasy leagues and in-play betting, engaging fans through personal investment. Fans can also support individual players and teams financially, through sites like Globatalent, as well as trading player-based stocks on sites like Sports Stack and Football Index.

Platforms such as Twitter have also made it easier for fans to connect directly with athletes, getting immediate responses and exclusive opportunities to meet their idols. I believe this interactive element is responsible for the resurgence of interest in sports over the past ten years and is helping athletes to build a business around their sporting career.

1. Fairness

While we’d all like for players to be good sports and professional in their attitudes, we also want to see passion bursting forth through their performance. We want them to push as hard and as far as they can go in order to surprise and delight their fans.

However, the downside to all this passion and performance has been athletes cheating or claims of unfairness in referee decisions. We’ve all been aware of the controversies surrounding goal-line decisions in international football games, for example, and Lance Armstrong’s doping scandal shocked and shook the world of cycling, damaging the reputation of the sport.

Fortunately, however, technology is improving every aspect of fairness in sport. Video referees can now be called on to make decisions using slow-motion cameras at every angle, goal-line and hawkeye technology can now deliver uncontroversial decisions in football and tennis, while anti-doping techniques can now spot a huge range of illegal performance-enhancing drugs before a scandal breaks out.

Not only will this new level of fairness help keep controversy and scandal away, but it will also bring a renewed enthusiasm for sports that have been plagued by unfairness in the past.

We still have some way to go, but now that the technology has been accepted in the sporting world, I believe we will see the rapid adoption of new technologies across every aspect of the sporting world, helping to improve everything.

ABOUT THE AUTHOR

Ferran Martínez is one of the co-founders of GlobaTalent. He is a former pro basketball player for FC Barcelona and Spanish National Team, a Laureus member, led sports entertainment at several private banks and is now a successful entrepreneur. He also has experience in advising in terms of investment and has done so for FC Barcelona players.

Web: https://globatalent.com/

Web: https://globatalent.envestry.com/deals/2987

Twitter: https://twitter.com/globatalent

Facebook: https://www.facebook.com/globatalent.official

Instagram: https://www.instagram.com/globatalentsport/

As business grow it is likely that inefficiencies will be found it their processes. If left untackled such inefficiencies can run a business into the ground. Customers will feel they aren’t getting good value, the company will struggle to be profitable, and employees will get frustrated and start looking for jobs elsewhere.

You need to go into battle against inefficiency which will require examining all your business processes. Businesses usually do this with the help of an experienced consultant. While more costly than completing this work in-house, a consultant will have the skills and experience to spot inefficiencies, the knowledge about what works to solve the problem, as well as both the methodology and objectivity to complete the process quickly and…efficiently.

If you are ready to start right away, however, you can  being by identifying the three enemies of efficiency that may be lurking in your current  processes. These are rigidity, variability and waste. Let us look at each of them.

1. Rigidity

In our fast-moving, tech-driven, globalised world, businesses need to be flexible and adaptable.

The same goes for their employees. Those who adapt to the needs of the business help make processes quicker and smoother while those who rigidly stick to what they know are likely to cause bottlenecks.

People within a rigid process may end up waiting for everyone else to make their contributions before making their own, for example.

If these employees are allowed more flexibility, however, then they know they can get on with other things while they wait for information. You may discover technology that allows different teams to work on a document simultaneously or a process that removes the need for multiple checks. Changing this process means greater efficiency, faster output, and happier clients and staff.

It should be noted, however, that flexibility doesn’t mean unstructured or seat of your pants. Employees need to feel confident and clear on how to manage their time/workload rather than being left entirely to their own devices.

2. Variability

Combatting overly rigid processes is the first step in managing resources ‒ allowing staff to better utilise their time. Expecting 100% utilisation, however, is unrealistic and impractical. ‘Stuff’ happens and your teams need to deal with it quickly or risk it turning into a bottleneck.

Even on factory floors, where there is very little variability, manufacturing managers may only plan their machines to operate at around 80-85% load. The other 75 minutes of the day are left unallocated to allow time to deal with unexpected ‘stuff’.

In the modern office teams can be pushed to work at near 100% load leaving little flexibility to deal with unexpected variability. By viewing workload across entire teams, however, you can introduce flexibility and improve your capacity planning.

For example, say your design team currently needs to make all changes to graphics within a document. Training other staff on how to make minor changes to graphics will alleviate bottlenecks.

3. Wastes

Waste can be broken down into eight branches: transport, inventory, motion, waiting, overproducing, over-processing, defects, and skills.

These wastes spell out TIM WOODS ‒ handy for remembering them. Let’s look at them one at a time.

Transport ‒ This can apply to the movement of anything from goods, to people, to documents. Even a small amount of transport waste can build up. Looking for ways to decrease movement, shorten the distance or reduce the item size can all help to minimise transport waste.

Inventory ‒ Anything you buy or produce in bulk can suddenly become redundant. For example, you print 50 new customer forms in case you need them, but then the forms need to change. Be as lean as possible with what you buy or produce. That way you can minimise inventory waste.

Motion ‒ People need to move around to do their job and this physical movement takes time, money and effort, quickly leading to waste. Say, for example, that your marketing team often need to meet your design team, one is on the 4th floor and the other on the 12th. This will waste time and money as people go up and down. Try to look for ways to rationalise the placement of people to help minimise motion.

Waiting ‒ This is connected to rigidity (see above). If people are waiting to proceed on a task until someone else has made their contribution, you create waste. When different teams have different priorities, you can end up with some very long delays. Introduce more flexibility into your processes to minimise the time wasted waiting around.

Overproducing ‒ If you produce more than you need, stock turns into inventory (see above) and is at risk of redundancy. Try and be as accurate as possible when assessing the needs of your customers and anticipating future orders. Improving this may require new technology or processes.

Overprocessing ‒ You want the document you produced to be incredible, but does it really require checking three or four times before it goes to the client? Is it really about improving work or about including people in the process? By providing clear briefs you will help to minimise the checking needed, the number of mistakes made and the number of people included in the process.

Defects ‒ Mistakes devalue your output, take time to correct, and are demoralising for staff. Some mistakes will always happen, but unclear briefs or communication, a lack of information, and poorly defined processes will dramatically increase defects. People need to know clearly what’s needed, what the intended outcome is, what’s important, and how to go about it. Otherwise, they will experiment with novel processes to achieve an unclear objective, introducing many mistakes and inefficiencies along the way.

Skills ‒ People need the relevant skills for the task. Sounds obvious, I know, but managers often misuse the skills within a team. For example, I’ve seen experienced copywriters being used for time-consuming admin tasks and I’ve seen interns being thrown onto sales calls. Misuse of skills is an inefficient use of personnel and also leads to mistakes.

By working through each of these potential areas for inefficiency, you will gain a good overview of the processes used by your business and a fair idea on how to improve them. However, thinking back to point number one, rigidity, it’s important to be flexible in your approach. In a startup, for example, it may not be possible to establish clear processes as people are managing multiple roles.

As the business expands, eliminating inefficiencies becomes increasingly important to growth. Upskilling employees can be crucial to keeping them motivated in the long-term, for example, and it will help manage workload if someone is ill.

Keep these points in mind as you grow and use them as red flags to be resolved when the business has the capacity. At that point, you can use a consultant to analyse your inefficiencies and suggest improvements in order to rapidly grow your SME. For example, you can post a question on Consulthon and ask for responses from a range of experts, and then book a one hour call with the one you feel best suits your business. This is a good way to keep your consultancy costs down, and ‘try before you buy’

Keeping inefficiencies to a minimum is essential if you want to grow your business and your profits, so start by doing as much as you can in-house and then look to bring in outside experts as the business expands.

ABOUT THE AUTHOR

Marieta Bencheva is co-founder of Consulthon,a UK Management Consulting Expert Network. Businesses can raise a Business Challenge and the network’s experts will brainstorm solutions. After selecting the answer they like the most, the business can book a paid one-hour advisory call and deep-dive session with that consultant. All the consultants are vetted by Consulthon and the platform offers businesses access to a wide range of skills, in a variety of sectors and countries.

Web: https://consulthon.com/

LinkedIn: https://www.linkedin.com/company/consulthon/

Facebook: https://www.facebook.com/CONSULTHON.CO.UK/

Twitter:  https://twitter.com/CONSULTHON  @consulthon

Instagram: https://www.instagram.com/consulthon.co.uk/ @consulthon.co.uk

Processes not just formal procedures to be followed in order to get things done. Your processes reflect the culture of your business, including values, and why you do what you do.

Because of this your processes are fundamental to your business. By sticking to clear processes, you maintain consistent quality, service and brand experience.  However, there is a danger that they get out of date. Processes need to evolve and grow with the business, and also adapt to external pressures. Processes that work for, say, a two person startup won’t provide what is required for a medium-sized business with a full product range.

Processes that do not work can lead to numerous problems, such as customers complaining about poor product quality or bad service; wasted resources, increasing costs, bottlenecks etc.

Correctly identifying problems is a challenge but also the first step towards finding a resolution and improving processes.

Here are two main methods to a) identify the root causes of the problems you need to tackle, and b) help you find the solutions and process improvements that are necessary.

1. Problem-solving session

Problem-solving sessions are ideal when you already know what the problem is but are unsure how to solve it.

Firstly, create a commonly understood/agreed description:

• What the problem is ‒ a simple problem statement
• When the problem has been seen
• The magnitude of the problem
• The impact/ consequence of the problem (why is it important)

You may end up with a specific description, e.g. “We have lost 20% of our clients in the past year”, or a vaguer one: “Our profitability is decreasing”. Make no assumptions about the cause at this point!

Once you have a clear description of the problem, it’s time to measure its extent. To do this, you’ll need a comprehensive list of value elements ‒ anything that affects your costs or benefits your clients.

Involve the wider team now, including a representative sample of people who experience the issue.

A fishbones diagram can help identify the possible causes of the problem. For each branch (i.e. each possible cause) list every element involved in that branch.

The reasons for problems can generally be grouped as 8Ps or 8Ms:

The Ps

Physical Evidence;

Personnel;

Place;

Product or Service;

Price;

Promotion;

Process;

Productivity & Quality

The Ms

Machine (technology);

Method (process);

Material (Includes Raw Material, Consumables and Information.);

Manpower (physical work) / Mind Power (brain work):

Measurement (data from reports, checks and controls);

Milieu / Mother Nature (Environment).

Management / Money Power;

Maintenance

Once you’ve clearly articulated the problem and discovered the extent of its impact, you need to identify solutions and immediate fixes.

A workshop where staff can brainstorm is a good way to do this. The outcome will be a range of potential solutions which you can test and implement. It’s good to prioritise the solutions based on their likely impact and the time/effort/money required.

• Customer journey/value mapping

If you’re uncertain what the problem actually is, or want to be more comprehensive in your solution-gathering, or to improve processes in general, a customer journey map or value stream map can be useful.

A value stream map visually captures all your current processes down to the last detail.

First create a comprehensive list of your value elements ‒ anything that affects your costs or benefits your clients. Think of these elements as client touchpoints ‒ times when customers interact with your business.

Next gather data on the monetary and time value of each element; how much are they worth and how much do they cost? How long do they take? How much does this time cost you? As you go through each element, try to identify those that:

• add value for the customer ‒ things customers are willing/wanting to pay for
• are business non-value-added functions ‒ things your business needs to operate but which don’t add value, such as regulation and compliance costs
• do not add value ‒ waste to be eliminated.

From this point, it should be straightforward to identify processes that aren’t adding or delivering value and begin investigating why they don’t.

Perhaps Sales are used to promising a two-week delivery timetable, but it is delivered after four weeks and the customer is upset. The customer may understand, and therefore not report their experience back to your company.

Get the whole team involved in this discovery stage to help uncover such hidden issues. You could even start with a customer survey to identify any loss of value from their perspectives.

When you have identified the problem(s) it’s time to get on with finding solutions. Again, a team approach is helpful – don’t reject any idea out of hand. Aim to make your processes as lean as possible, to ensure they add value, and are all completely aligned.

Another option is to combine the two methods above. Write your problem statement, then gather client feedback and complete your value-stream mapping. Then run a problem-solving session on each touchpoint in your value stream map to ensure that every touchpoint delivers maximum value.

Regardless of the method, the trickiest part is being objective enough to accurately identify the root issues. To help overcome this and make the process faster and more effective, organisations often hire an external consultant to analyse their current processes, identify issues and offer tried-and-tested improvements. They know all the little questions to ask and the steps to follow to drill into the minute details.

If you don’t have the budget for a full-time consultant, you can use platforms like Consulthon to get some free ideas around what the problem may be and how to approach the issue, from expert consultants. You can arrange follow-up calls or meetings with the consultant with the best approach, allowing you to check-in with an expert at key milestones along the way.

Over time it is inevitable that your business processes will need to change.  Don’t put off tackling what needs to be done. Pick a method that is best suited to your current situation and find the solutions and process improvements that will give your customers the best service, support your business and grow your profits.

ABOUT THE AUTHOR

Marieta Bencheva is co-founder of Consulthon, a UK Management Consulting Expert Network. Businesses can raise a Business Challenge and the network’s experts will brainstorm solutions. After selecting the answer they like the most, the business can book a paid one-hour advisory call and deep-dive session with that consultant. All the consultants are vetted by Consulthon and the platform offers businesses access to a wide range of skills, in a variety of sectors and countries.

Web: https://consulthon.com/

LinkedIn: https://www.linkedin.com/company/consulthon/

Facebook: https://www.facebook.com/CONSULTHON.CO.UK/

Twitter:  https://twitter.com/CONSULTHON  @consulthon

Instagram: https://www.instagram.com/consulthon.co.uk/ @consulthon.co.uk

When you get poor quality broadband connection or sub-standard service from your telecoms provider your business can suffer. 

When problems arise, you need to complain. Let’s review the options you have for doing this and getting compensation.

Let your provider know when is going on

You may assume that modern technology allows all telecoms businesses to be able to identify when something isn’t working. Surely, they should be able to quickly and easily fix problems so that your service isn’t impacted? Unfortunately, this isn’t always the case. Sometimes they can, but most of the time, they will need you to tell them what has happened and when.

As soon as you notice a problem, make a note of what you perceive the problem to be, and when it started. Contact them to tell them of the issue; it is from this point that the compensation clock starts ticking.  Different companies have different times as their deadline for that day (otherwise the clock starts the next working morning), so check with your providers about when you have to report an issue by.

Be nice to the call centre

When you do call always be nice to the person you talk to.  It isn’t their fault your telecoms aren’t working and you are likely to be one of very few who are nice. They are far more likely to give you what you seek, compared to if you rip into them as if they had personally cut your internet connection!

Many call centre staff will have permission to apply small credits to your account. The likelihood of them mentioning it is almost certainly directly related to how nice you are when you call.

Review your telecoms contract

Particularly if you’re working through a reseller or broker, check what your contract says. Their terms and conditions may differ from the actual telecoms provider.

If you didn’t read your contract in full before you signed it, shame on you. However, that doesn’t mean all is lost (refer to the point above). They aren’t likely to let you out of the contract (at least not willingly), but they may apply credits to your account if something is clearly not as it should be.

Providers’ Automatic compensation schemes

Here’s a little good news. Due to the volume of complaints – and the improvement in technology – many companies are either signing up for Ofcom’s automatic compensation scheme[i], or they are setting up their own.

Since 1^st April 2019, BT, Sky, TalkTalk, Virgin Media and Zen Internet have agreed to provide set compensation levels after set periods of time. Vodafone hasn’t joined the Ofcom scheme, but they have set up their own, with the same compensation payments[ii]. The bad news is that these are residential schemes, not for businesses who have experienced poor service. 

BT has set up an automatic compensation scheme[iii] for their business customers; it’s a shame that others haven’t followed.

Complain via Social Media

Business reputation is worth a great deal. Telecoms providers, including resellers and brokers, don’t like their dirty laundry being shown in public. If you take your complaint to Twitter, Facebook or LinkedIn, there’s a good chance that they will take steps to resolve the matter. Being able to respond to your complaint publicly, particularly once they’ve resolved your issue, is good for their image and so most companies will do whatever they can to resolve the issue.

If they don’t, LinkedIn is a great way to find senior management and be able to complain directly to them.

Company	Complaints URL	Facebook	Twitter
BT	https://btbusiness.custhelp.com/app/complaints/	https://www.facebook.com/btbusinessdirect/	@bt_uk
O2	https://www.o2.co.uk/how-to-complain	https://www.facebook.com/o2uk/	@O2
Virgin	https://www.virginmediabusiness.co.uk/help/s/businesscomplaints	https://www.facebook.com/virginmedia/	@vmbusiness
Vodafone	https://www.vodafone.co.uk/help-and-information/complaints	https://www.facebook.com/vodafoneUK/	@VodafoneUK
Zen	https://www.zen.co.uk/contact-us/complaints	https://www.facebook.com/zeninternetuk/	@zeninternet

Regulatory protection: Ofcom

In the UK Ofcom is the regulatory body for the telecoms industry. They recognise that telecommunications play a vital role in business, particularly for small businesses. They have produced what they call General Conditions of Entitlement[iv]. They are written to protect your business and provide a standard minimum level of service around complaints.

If you don’t get any joy from your telecoms provider, you may want to mention these general conditions and see what happens.  Alternatively, call Ofcom directly on 020 7981 3040.

Making a formal complaint

If you aren’t getting anywhere by complaining to your telecoms provider, it may be time to make a formal complaint.

Telecoms providers must be members of an Alternative Dispute Resolution (ADR) scheme. They act as an adjudicator or middleman between you and the telecoms provider. Usually within six weeks, they will come to a decision. This decision is final and cannot be overturned and it cannot be appealed. However, that doesn’t stop you seeking legal advice if you don’t accept the decision.

If the ADR does agree with your complaint, they can order the service provider to make compensation payments, to fix the issue or take other steps.

There are two ADRs in the UK:

1. Ombudsman Services[v], and
2. Communications and Internet Services Adjudication Scheme (CISAS)[vi]

Before you make a complaint, however, you must ensure you have met the following conditions[vii]:

• You have already complained to the company in the first instance
• You are based in the United Kingdom (and not the Republic of Ireland).
• At least eight weeks have passed since you first complained to them or you have received a deadlock letter
• Your complaint is not in relation to fraud, property damage, discrimination or data protection
• Your complaint is not the subject of court action
• You understand that it is your responsibility to ensure you have read the scheme rules, guidance notes and process

In the end you always have the option to walk away and switch to a different telecoms provider. If you need a complex service this may take time and effort but can be worth it.  Of course, you may find that with a complex and valuable contract your current provider will be work very hard to keep your business.

ABOUT THE AUTHOR

Warren Pryer is from independent telecoms brokerage Equinox. Equinox works with companies, charities and other organisations to help them choose the right telecoms packages for their needs and thereby reduce their costs. Equinox is particularly knowledgeable on the integration of IT and telecoms in business.  www.equinoxcomms.co.uk

Twitter: @CommsEquinox

CITATIONS and LINKS

---

[i] https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automatic-compensation-need-know

[ii] https://www.vodafone.co.uk/broadband/auto-compensation

[iii] https://business.bt.com/compensation-scheme/

[iv] https://www.ofcom.org.uk/__data/assets/pdf_file/0021/112692/Consolidated-General-Conditions.pdf

[v] https://www.ombudsman-services.org/

[vi] https://www.cedr.com/consumer/cisas/

[vii] These are the CISAS conditions https://www.cedr.com/consumer/cisas/make-a-complaint/ but are very similar to those of Ombudsman Services.

Hopefully, Christmas was good for your business!  The flipside may be that, once the gifts have been given, there’s always a chance that someone doesn’t like the product you supplied, or it turns out to be faulty?

As a supplier of goods or services, it’s important that you know your customers’ rights under the Consumer Rights Act 2015. This will keep you in compliance with the law. 

To start with, without a receipt there’s not a lot a customer can do.  However, if they’re not shy about asking for a receipt, or the giver of your present has said they can change the item if so desired, then that is a whole different ball game.

In addition, with so many people shopping online now it’s not just a question of taking something back to the shop with a receipt. What are your customers’ rights in relation to items that have been bought online?

A new statute became law on 1^st October 2015, known as the Consumer Rights Act 2015. This statute was specifically introduced to simplify, strengthen and modernise the law, giving consumers clearer shopping rights. It replaces three previous statutes and includes rights in relation to items bought online and digital downloads.

Quality 

As with previous legislation, under the Consumer Rights Act all products must be of satisfactory quality, fit for purpose and as described.  

The rules also include digital content in this definition. So, all products – whether physical or digital – must meet the following standards:  

• Fit for purpose.  The goods should be fit for the purpose they are supplied for, as well as any specific purpose you made known to the customer before they agreed to buy the goods. 
• As described.  The goods supplied must match any description given, or any models or samples shown at the time of purchase.
• Satisfactory quality.  Goods shouldn’t be faulty or damaged when received. You should ask what a reasonable person would consider satisfactory for the goods in question. For example, bargain-bucket products won’t be held to as high standards as luxury goods. 

If what your customer has bought doesn’t satisfy any one of the three criteria outlined above, they have a claim under the Consumer Rights Act against the retailer (seller) as opposed to the manufacturer.

What your customer can claim depends on how much time has passed since they physically took ownership of the goods. They will also need proof of purchase such as the receipt.

30-day right to reject

Under the Consumer Rights Act, a consumer has an absolute legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund – as long as they do this quickly within 30 days of taking ownership. One takes ownership of the goods when one pays for them in a store and takes them away, or when the goods are delivered to a person who has paid online.

Outside of the thirty days

If a customer is outside the 30-day right to reject, they have to give you, as a retailer, one opportunity to repair or replace any goods or digital content which are of unsatisfactory quality, unfit for purpose or not as described. 

If the attempt at a repair or replacement is unsuccessful, the customer can then claim a refund, or a price reduction if they wish to keep the product.

Less than six months

If your customer discovers a fault within the first six months of having the product, it is presumed to have been there since the time they took ownership of it – unless you can prove otherwise.

If they would prefer to keep the goods in question, they can request an appropriate price reduction.

Six months or more

If a fault develops after the first six months, the burden is on the customer to prove that the product was faulty at the time they took ownership of it. In practice, this may require some form of expert report, opinion or evidence of similar problems across the product range. 

A customer has six years to take a claim to the small claims court for faulty goods in England, Wales and Northern Ireland. 

Digital content

The Consumer Rights Act defines digital content as ‘data which are produced and supplied in digital form.’

Just like goods, digital content must be:

• fit for a particular purpose
• as described by the seller
• of satisfactory quality

If digital content does not conform to these criteria, a customer has the right to a repair or replacement of the digital content they’ve bought. 

So, effectively, the 2015 statute is a very useful piece of legislation to protect consumer rights not only relating to purchased items but also in respect of the supply of services as well.

However, what if the item is not faulty, but they simply don’t like it? Can they ask for a refund or exchange?

Most stores, online or otherwise, will give customers a period of time to get a refund in such circumstances. Some offer such a high level of customer service that they will give a refund on returned goods after a ‘reasonable’ period of time provided the returned item is as new and a receipt is produced. But be aware, you do not have to legally do so outside of your specified deadline.

If you do end up in a stalemate with a customer and feel you need additional help, then engaging a suitably qualified and licenced Paralegal can be a much cheaper option than using a solicitor. Paralegals can do most of the same work as solicitors (with a few exceptions, known as reserved activities) and charge considerably less. Ensure your paralegal is licenced and registered with a membership body such as NALP (National Association of Licenced Paralegals)

ABOUT THE AUTHOR

Amanda Hamilton is Chief Executive of the National Association of Licenced Paralegals (NALP), a non-profit Membership Body and the only Paralegal body that is recognised as an awarding organisation by Ofqual (the regulator of qualifications in England). Through its training arm, NALP Training, trading as National Paralegal College, accredited recognised professional paralegal qualifications are offered for a career as a paralegal professional. 

See: http://www.nationalparalegals.co.uk and https://www.nalptraining.co.uk/

Twitter: @NALP_UK

Facebook: https://www.facebook.com/NationalAssocationsofLicensedParalegals/

LinkedIn – https://www.linkedin.com/in/amanda-hamilton-llb-hons-840a6a16/

As a small business owner you want to recruit people with the technical skills and the soft skills to fit the role and the team.  From experience of recruiting tech people over a long period of time I know how much the right tools can help you in the hiring process.

Let me share a few useful tools so you can find great candidates and the perfect person to join your business.

Get the Job Description and Advert Ready

Finding that perfect candidate starts with an accurate job description and a great advert. They are the first points of contact you have with any candidate and if you want to get the best people excited, you have to have a great job description and an enticing ad

Hemingway App[i]

Designed to help you write clear and concise content. It will help you cut out needless words and highlight overly complex sentences that can be shortened or simplified.

http://www.hemingwayapp.com/

Visuwords[ii]

This thesaurus automatically offers you alternatives words and will keep you from using the same ones repeatedly in your text.

https://visuwords.com/

Post on Job Aggregators

Job aggregation sites gather together jobs from across multiple job boards, careers sites and vacancies pages to provide candidates with a huge range of vacancies that they will find interesting and be suitable for. They are often described as “Google for jobs”.

Posting your vacancy onto a site, such as Indeed.co.uk[iii] will significantly improve your chances of your role being found by great candidates who are looking for their next challenge.

Make the most of LinkedIn

The perfect candidate to fill your tech role may not be actively looking for a new role right now. With over 575 million profiles, LinkedIn offers you an almost infinite buffet of people to pick from. Of these profiles 260 million are active at least once a month and 40% of those use LinkedIn at least weekly.

Of course, LinkedIn was originally built for the recruitment industry. The idea was that the level of detail people put into their profiles, including job titles, experience and hobbies would allow recruitment firms to better select suitable candidates for roles they are filling. LinkedIn provides you with the opportunity both to advertise job vacancies and to proactively search for people with suitable skills and attributes.  The advertising function will put your advert in front of the people their algorithms identify as suitable, with increased frequency if they are deemed to be actively searching (i.e. they have clicked on job adverts recently).

The proactive search opportunity is going to be time-consuming for somebody within your team. Putting “tech” into the search bar and then filtering to the three tech-related industry sectors listed still lists over 1.99 million people[iv] who may be suitable. Luckily other filters, such as Country, Current Employer and by using Boolean search criteria, you can cut that number dramatically. If you pay for your membership, the number of search filters you have available to you increases to further reduce the list to manageable numbers.

“All” you need to do then is approach the candidates you would like to apply…

Use an ATS

So, you have a list of candidates, how do you ensure you keep tabs on all the information you have about them, so you can make the right decision for your business?  This is where applicant tracking systems, such as Bullhorn[v], come to help you. https://www.bullhorn.com/products/applicant-tracking-system/

Think of applicant tracking systems as your recruitment CRM. Recruitment isn’t as simple as it may have been in the past. Legislation designed to protect both the candidates, and the company, has to be adhered to and you have to be able to justify decisions around this. Simple things like interview times and the notes from those conversations can all be recorded into an ATS.

Applicant tracking systems will speed up the process and ensure you never miss a candidate or conversation with them. Some, including Bullhorn, integrate with LinkedIn to help with the activity we described above.

Face-to-Face or Video?

Arranging face-to-face interviews with candidates isn’t always easy. Candidates are usually in another job, so it is difficult for them to come to you during working hours. With many jobs requiring multiple interviews for some people, arranging face time will elongate the process. When you’re looking to fill a role as soon as possible, delays are the last thing you want. If your business is one of the rapidly growing number of remote only businesses, you may not even have an office for them to come to. And let’s face it, the coffee shop really doesn’t cut it!

Video interviewing tools mean you take away much of that delay.  Products such as VidCruiter[vi], Breezy HR[vii] and Spark Hire[viii] allow you to book interview times, record the video (for playback later and to meet legislative demands) and even check references. All of which cuts costs, removes delays and makes everyone’s life just a little easier.

Imagine these as Skype with benefits.

Home

https://breezy.hr/

https://www.sparkhire.com/

Assessing Candidates’ soft skills and traits

When recruiting to fill a technical vacancy, it’s vital that the candidates have the core set of skills you are looking for. However, more and more organisations are looking at the “softer” skills and traits to help them choose the perfect person. Personality, judgement aptitude and cultural fit are all important. Just having the right technical skills does not guarantee they will be the right person for you. That’s where tools such as Saberr[ix] and Athena Assessment[x] will help.

You may be better off finding someone who is the right fit and then training them to fill any gaps in their technical knowledge – as long as you know, in advance, where those technical gaps are.

https://www.saberr.com/base

http://www.athenaq.com/

Testing Candidates’ Tech Skills

So, how do you assess their technical skills and identify any gaps? This is where candidate testing tools come in.  There are many variations available. Some are straightforward skills testers: do the candidates have the exact skills you need. Others take a slightly different approach, looking at the candidates’ abilities to think logically and laterally. Scenario testing, so to speak.

Having an accurate assessment of the skills your candidates really possess, as opposed to what they claim to be able to do, is key to making the right choice. Of course, there are also people who struggle to sell themselves (particularly tech staff) but have a really strong set of skills. Knowing this will stop them being disqualified from your application process. Check out tools like TechRank if you want to know what tech skills your candidate has – this will also help you see through a poor interview performance to the skillset the candidate has.

It’s no longer possible to base a hiring decision on a CV, interviews and the interviewer’s memory. Luckily there are many tools such as the ones above which you support you in making the decision and hiring the right person to work with you and your team.

ABOUT THE AUTHOR

Gurvinder Singh is the co-founder of TechRank. TechRank sources, expertly tests and objectively ranks tech talent helping companies hire the best, and most capable person for the job. By testing candidates for the level of skill the position requires, businesses can make an objective decision about the person they hire to fill a vacant tech role.

Web:  www.techrank.io

LinkedIn: https://www.linkedin.com/company/techrank/ 

Instagram: https://www.instagram.com/techrank.io/  

Gurvinder’s LinkedIn: https://www.linkedin.com/in/gurvinder-singh/

LINKS REFERRED TO IN THE ARTICLE:

[i] http://www.hemingwayapp.com/

[ii] https://visuwords.com/

[iii] https://www.indeed.co.uk/

[iv] https://www.linkedin.com/search/results/people/?facetIndustry=%5B%2296%22%2C%224%22%2C%226%22%5D&keywords=tech&origin=FACETED_SEARCH

[v] https://www.bullhorn.com/products/applicant-tracking-system/

[vi] https://vidcruiter.com/

[vii] https://breezy.hr/

[viii] https://www.sparkhire.com/

[ix] https://www.saberr.com/base

[x] http://www.athenaq.com/