The Business Bulletin Issue #7 - Focus On Operations & Resources by Paul Green

The

Business Bulletin By business owners, for business owners

NO ADVERTORIALS

ENGAGING CONTENT

PRACTICAL ADVICE

Issue #7

Focus on

Operations and Resources

Spotlight on Ashish Kumar

PLUS I haven’t got a will – but I’ll be ok right? Recruiting “Right First Time” Is a lasting power of attorney important? How secure are your remote workers? Sponsored by

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The Business Bulletin

A magazine that works for everyone Paul Green Founder & Chief Editor

Welcome to the seventh edition of The Business Bulletin. Hopefully you will enjoy this edition which focuses on operations and resources. Published every four weeks, it will cycle through the following themes: ■ Finance ■ Sales & Marketing ■ Operations & Resources ■ Strategy & Personal Development It will bring together a collection of articles aimed at any small business owner who doesn’t have all the answers and is open to some thoughts and advice from some of the leading experts in their fields. So what makes this different to any other publication? I’m glad you asked! For the reader – no more advertorials. All the featured articles have been chosen for their valuable content, not because the author has paid to be published or taken out an advert to get their slot! For the contributor – you can submit articles for inclusion without having to pay for the privilege or having to advertise. If your

All the articles featured in this magazine have been chosen because of their valuable content

article is deemed suitable based on its merits – that it is relevant, good and engaging content and not promotional of your business, then it will be published. For the advertiser – if a publication is more engaging due to the content, then it is more likely your adverts with be noticed. The number of full-page and half-page ads is limited for each edition and there will be a limit on the number of advertisers from a given industry sector. This means your advertisement is more likely to stand out from the crowd and not be lost in a sea of competitors. Your feedback and thoughts on this magazine are welcome – let us know your experience. Thanks,

Join in! Contact us to contribute an article or place an advert for future editions contribute@business-bulletin.co.uk

Design & Layout: Pixooma Ltd. Proof-reading: James Tarry © Copyright 2021 The Business Bulletin. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means electronic, mechanic, photocopying, recording or otherwise without prior permission of the editor or the author of the article. Disclaimer – no responsibility can be accepted for any actions that you take as a result of the content provided in this magazine. There is no guarantee that implementing any of the advice contained in the articles will definitely ensure your business success or have a positive impact. They are presented as information based on the experience of the authors working with many different types of businesses in their field of expertise and are provided as a choice for you to consider if they will be useful for your business.

Issue 7 – Operations and Resources | 3

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The Business Bulletin

Contents This edition focuses on operations and resources and brings together a wide range of topics with a selection of quality articles from leading experts in their field.

Change is inevitable Russell Parker

Onboarding new employees efficiently, 10 effectively and enthusiastically! Hayley White

Is your short-term remote workforce technology in for the long haul? Bharat Panchal

What should you expect from great customer service? Lynn Dumbarton

I haven’t got a will – but I’ll be ok right? 13 Rosie Wright So what’s the latest on GDPR? Gayle Parker

Is a lasting power of attorney important? Tim Mullock

How secure are your remote workers? Chris Lambert

Terms & conditions – are they really 24 important? Kerry Gibbs COVID-19: the impact on employees Steven Mather

Spotlight on… Ashish Kumar

Office-based or remote working? The pros and cons Jessica Shailes

Recruiting “Right First Time” Lindsey Marriot

How essential is a CRM for your business? Simon Philp

Ask the experts

Issue 7 – Operations and Resources | 5

The Business Bulletin

Change is inevitable Nothing ever stays the same as we constantly review our products and services to keep us moving towards our strategic objectives. There is a constant demand to make sure we are offering the right services and value to our customers to meet their expectations.

Russell Parker

QRB Management Consultants Since 2006, Russell has delivered training in service and project management, and helped dozens of managers to get their qualifications and be successful in frameworks such as PRINCE2, Agile and ITIL. Russell has run numerous projects in the public and private sectors. He then turned his hand to training and consultancy. His core skill lies in helping people and organisations to make a positive change for real benefit. 01327 630 355 enquiries@qrbmc.com qrbmc.com

6 | Issue 7 – Operations and Resources

The Business Bulletin

Many bright ideas can come from

of resource to make this a reality,

these internal factors alone without

so the first phase of any change

having to think about all the external

implementation is to consider whether

events going on that effect change in

this is a worthwhile and viable idea

our business. I’m sure we can all think

in the first place. It can be very easy

of one or two of those in recent history!

to get sucked into the enthusiasm of

Bright ideas triggered from these areas can be very useful, others can be disastrous by burning our resources at great speed and not

having a wonderful idea that we propel ourselves at great speed into making it happen. Spare a little time up front to just think about it first.

delivering much in return. It’s vital then we have some form of change management in place to capture these ideas, evaluate them and only deploy our precious and limited resources to the good ones. Sometimes when I mention

People As the fairies have refused to help, you will need people. It’s advisable to have at least two people involved in any project and these individuals should be involved from the very

the term ‘Change Management’

start once the idea has been created.

our cognitive bias can lead us

No harm in also thinking about how

into thinking that its only for big

many others will need be involved in

business. While it’s true that large

the future as well and where will they

organizations will employ people full

come from. Can you handle this work

time to manage change, however the

internally or will you be looking to 3rd

structure of portfolio, programme and

party suppliers for help? No need for

project management is just as valid

detailed analysis at this point, just a

for the single person business. It’s a

general idea to see if its viable.

question of scale and appropriate application. Portfolio and programme

Deliverable

Success is built on firm foundations Once again, beware the enthusiasm of racing off and grabbing your tools from the shed at this point. What you have now is a good rough idea of what’s needed to deliver the change, you need to dig a little deeper to see if there are any hidden problems that are not obvious at first glance.

Planning Come on, it’s an article about project management. How far did you think I would get before I had to mention planning? Sir John Harvey-Jones once said, “Planning is an unnatural process; it is much more fun to do something. And the nicest thing about not planning is that failure comes as a complete surprise rather than being preceded by a period of worry and depression.” It’s one of my favourite planning quotes and is a reworking of the more famous ‘Failing to plan is planning to fail’ quote credited to Benjamin Franklin. A good plan will show you the

What will you need to deliver?

direction you need to be moving in,

on the more strategic areas of

Not looking for detail though having

vital when it comes to controlling the

our business and its application

your end goal defined at his point

varies greatly depending on the

focuses your mind on what else you

organization. Projects however are

will need to do to get there. All you

used in all organizations of all sizes

need at this point is a high-level

indicates the time and cost needed

as they are the vehicles by which we

understanding so you can determine

to complete the work. It helps you

deliver change into our environments.

a rough idea of the commitment

identify the resources required and

It’s this area that I wanted to focus

needed to see if it’s worthwhile doing.

helps you to clarify the size and

management is focused largely

on in this article to try and give you a flavour of what’s involved when you have a bright idea for your business.

Briefly speaking

Is it worth it?

analysis or massive reports, what you

Sorry to break this to you but fairies

time, cost, scope, quality, risks and

Writing an idea on a piece of paper

Without a plan you have no control. The project plan created now also

complexity of the team needed to

This doesn’t need huge amounts of

do not deliver projects.

work necessary to deliver your change.

need to have is a rough idea of the benefits of the idea you’ve had. If it looks like you don’t have the time or

complete the project. Never underestimate the communication power of a plan. It is a great way of making sure that everyone involved around the project understands what’s going on by sharing the vision.

and placing it under your pillow

the budget available, you can stop

at night will not return you a fully

right here and move on to something

Business justification

completed project in the morning.

more achievable. If it looks good, then

Building on the information you put

You will need to consume a level

you can move on to the next phase.

together from earlier around what

Issue 7 – Operations and Resources | 7

The Business Bulletin

you are delivering, plus the time and

also in the running costs of

investment, however, the idea

cost information from your project

any deliverables (how much

was probably 20 years ahead

plan it’s time to think whether this is a

are those printer cartridges?).

of what technology could

good thing for your business.

Are the benefits returned

deliver at that time, so we

sufficiently high enough to

had to close the project early.

There are three main areas

be worth the effort and costs

to consider;

involved in the capital spend

1. Desirable – Do you want this? Will it help you achieve a strategic goal? Are the levels of benefit sufficient to be wanted? You’ve now had the opportunity to define more clarity around what needs delivering and its impact on the business. Make sure it’s something you want. 2. Viable – Resources will be

consequences. Also worthy

The rest of the guys in the band

of consideration at this point

I’ve highlighted the plan and the

are any uncertainties or risks

business case because I believe

surrounding the project

they are the most important

work and the deliverable in

considerations when it comes to

operation.

deciding whether to commit any

and any ongoing revenue

3. Achievable – Can it be done? Do you have the resources required? Is it technically achievable? I remember working on a project that

consumed not only in the

returned a fantastic level

creation of the change but

of benefit against the

more resource on any projects. There are other areas that also need approaching when executing the project though, these are Risk, Quality, Change and Communication. Areas that are part of normal day to day business operation so hopefully

Is Your Business Ready? We live in changing times New business practices Ever changing technologies New and changing markets

Is your business ready to face these and other challenges? At QRB we offer a range of training and coaching services for you and your teams to adapt and adopt to your changing environment We help your people plan, monitor and adapt changes to your business to help you achieve better, smarter and more structured ways of working

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Put your teams through a real working simulation so they can practice their new skills in safe environments and embed their new knowledge and learning. All our consultants are experienced practitioners in their field. Bringing real life examples to embellish the core material and facilitate the learning of the group.

The Business Bulletin

they will be familiar to you. We all

which are my real favourites on the

have approaches to these areas in our

whole plate. I also know they are

businesses however when it comes to

probably not the best for me health

projects, we just need to consider how

wise so if I get to this point and I’m full

we are going to do them with this

I can leave them without feeling too

piece of work. Are you going to follow

guilty. They are my could haves.

normal policy or deviate from it?

Must, Should, Could and Won’t,

Make sure you use it! Did that sound obvious? I’m afraid to say that some projects I’ve worked on have had successful deliveries but hopeless benefit realisation because no one has used the deliverable. Projects

don’t bother with the parsnips,

deliver you a thing, its useless unless

averse in my day-to-day operation, but

they are never getting eaten! It’s a

used. When you use it, the change

I might want to try something slightly

technique called MoSCoW and is the

is implemented which in turn will

riskier on the project to see if it works. If

basis of my delivery prioritisation.

generate the benefits you wanted.

For example, I might be very risk

it all goes wrong the damage is limited

Throughout this next phase of the

to the project environment and isn’t

It is vitally important that at the

project, deal with the work in bitesize

exposing the rest of the business.

end of a project we make sure the

stages so define achievable chunks

operational side of the business uses

of work that allow for regular reviews

your new deliverable.

It’s important to consider these areas as it all helps to build the foundation of what is to come next.

Are you ready? Get set, GO! By now you should have a good idea of what’s required for the project to happen and how it will be achieved. The information you have is the foundation of what you are about to do, and good things come from solid foundations. A decision can be made then about whether to commit to the rest of the project. It’s another opportunity before a significant commitment of resources is made. Because after this point you will start to deliver, which is going to take effort and consume time and money.

to ensure you should be carrying on. Using your MoSCoW priority list, ensure that the Must criteria are

time, on budget, how much of the

delivered as they form the basic

scope, quality levels, risks and benefit

fitness for purpose of your project

capability.

deliverable. If you can’t deliver a Must, you should revaluate the whole justification of the project and consider closing it early. If you cannot deliver a Should criteria, you need to be aware of its impact as it will have a significant hit on your justification however, you will still have justification for the project. Could have criteria are the nice to haves, the bells and whistles or exciters as some people call them. They can be dropped from the delivery without too much impact to the justification. Won’t haves come in two categories,

Delivery

the absolute exclusions that will never

I don’t know about you but when my

you might consider bringing in if you

Sunday dinner is ready and I’m about to start eating it I will have a plan, yeah, I know, I’m a project manager at heart! I start with the meat, I can’t stand eating cold roast meat so that must

form part of the project and the things have time and money to spare. Both categories are important in setting stakeholder expectations and avoiding the condition of ‘scope creep’ where things make their way onto the project unnoticed.

be eaten first. Next, the vegetables. I do eat my vegetables mainly because I’m told they are good for me so I

You should look back at how the project performed, did it deliver on

And finally…

should eat these, but they are not

You made it. Well done!

my favourite. Which leaves the roast

Delivery has finished and you have a

potatoes and Yorkshire pudding

bright new shiny thing in your business.

Learn lessons from the project and carry this forward onto future projects. Did you learn anything that could help other areas of the business? Lastly, celebrate your success. Every project should have some form of closure whether it’s a personal reward or some form of group celebration. It’s important to mark the occasion so we can move forward with a sense of achievement that motivates us to do more in the future.

The Business Bulletin

Onboarding new employees efficiently, effectively and enthusiastically! Introducing new employees to your business is a key part of the hiring process, but one often overlooked. Once you’ve picked the right person, it’s easy to forget that they need a proper and thorough introduction to the company in order to be able to start work effectively.

Onboarding should equip

more onboarding than others, but

average new hire costs a company

employees for their best possible

every job should have a sufficient

£3,000, so unless you have a huge

performance right from the ‘off ’,

introduction to both the company,

HR budget, it should be done

and there are ways to structure a

the team and the role.

only when really needed. Market

programme of induction to help ensure all bases are covered.

What exactly is onboarding? Onboarding is an HR term used to describe the introduction or induction programme into a business. An onboarding process includes every interaction with a new employee right through from issuing a job offer to them undergoing training, workplace socialisation, and

research has shown that thorough

Why should businesses have an onboarding programme?

onboarding can increase staff retention by up to 82%.

onboarding processes in order to

Proper onboarding avoids mistakes later on

welcome new employees to the

Onboarding staff ensuring they’re

workforce. There are numerous

sufficiently trained to avoid mistakes

benefits to implementing proper

further on in their career. Often

induction. These include, but are by

errors made during work are as a

no means limited to:

result of a throwaway comment or

All businesses should have thorough

miscommunication early on and can be prevented with thorough

could include regular check-in calls

Recruiting staff is pricy. Done properly, it needn’t be repeated

before the employee’s start date,

Recruiting staff is always more

mandatory training, job shadowing

expensive than retaining staff, so it

and/or social events with existing

needs to be done effectively in order

It helps to introduce and socialise staff

employees. Some roles require

to avoid having to recruit again! The

Onboarding also helps to ‘gel’ the

starting work. A typical onboarding programme

10 | Issue 7 – Operations and Resources

training immediately upon joining an organisation.

The Business Bulletin

team together for a happy, healthy

more likely to result in efficient and

and these are some of the most

workplace culture. Introducing staff

effective performance and a long

common ones:

and allowing them to get to know

employment period.

each other organically and without the high-pressure situation of an urgent project or issue helps to build a cohesive working environment.

Common errors companies make with onboarding

Delivering out-of-date information Many employers have had the same onboarding procedures in

Engaged employees = more efficient employees

Onboarding processes are often

place for years with little revision in

similar between workplaces

place. Whilst the fundamentals of

and industries, but in truth, few

your company (values, objectives,

Introducing an employee thoroughly

employers do them well. Only 12%

branding) may not change regularly,

to an organisation engages them

of employers admit to having great

it’s likely that industry associated

and empowers them early on so that

induction practices for new starters.

relevant legislation, guidelines, and

they feel bought in and invested

There are many errors businesses

protocol do. Employees should

into the business. This in turn is

make in inducting new staff,

always be kept up to date with the

Issue 7 – Operations and Resources | 11

The Business Bulletin

latest in good practice; as well as

the opportunity for any questions

company expectation.

to be answered that may have been missed during the interview stage.

Duplicating onboarding protocols across roles There is some information that all employees need to know, but different teams and disciplines will need specific training and data. Many businesses only offer a set onboarding programme for all staff and this is rarely appropriate.

Not spending enough time onboarding

Team socialisation A new hire will only really ‘fit’ if they understand the workplace culture,

Hayley White

VirtuVA

and this isn’t all strictly business. Allowing for some non-work-focused socialisation time with the team will help engage and empower new starters as well as build relationships.

Mandatory training Most industries have some form

After an 11 year career in Human Resources (HR) and the need to find a balance with family life, Hayley started VirtuVA, she provides administrative and HR support to all kinds of busy people, in all manner of demanding positions and roles. Admin is an unavoidable part of everyday business life - Hayley can look after your business affairs from her remote office, giving you

of mandatory training to be

Most organisations only have a

the valuable time to concentrate on what

completed, and this should be

matters most – generating more business

week of onboarding specified for

done during work hours as early

new employees, and many only a

after starting as possible (usually

day! Onboarding may take up to a

immediately). If this training is quite

month, or even longer, depending

onerous, don’t be afraid to admit so

on requirements, and businesses

– but remain honest about how long

can benefit from continuing new

it takes and what expectations upon

starter activity including check-ins, 1:1

completing it are.

meetings and cross-team socialising.

Cross-boarding What should an onboarding programme include?

Cross-boarding refers to the

Every business is different, and

other teams in the business gives

so of course every onboarding programme is, too. However, even what may be considered to be the simplest of roles should incorporate a thorough onboarding process that ensures both employer and employee are well informed of requirements and expectations. The most successful induction programmes include:

onboarding process happening across teams. Facilitating new hires working with and getting to know a great overview of the working

If a new team member isn’t starting

hayley@virtuva.co.uk virtuva.co.uk

immediate reporting line or team allows for cross-team working, cohesion and trust to be built – and if the new starter needs help, advice or just a chat, they know where to go without having to impact on management resource. Onboarding can be a long process, but it needn’t be a laborious

visibility of roles, responsibilities and

one. The more comprehensive a

accountability areas. This can help

company introduction is, the more

improve understanding and build

efficient performance will be long-

cross-team strategic relationships

term; and that is always something

for more efficient working. Cross-

worth investing in.

boarding can also take place for hires made f rom internal roles and should help re-induct them into company training.

right away (which can be extremely

Buddy systems

rare in some sectors), it never hurts

The concept of ‘buddying’ can

to call and check in once a week

seem a little dated but when done

or fortnight before they start. This

correctly, the benefits can be vast.

allows any further information or

Buddying up an existing employee

references to be gathered and gives

with a new hire who is not in their

12 | Issue 7 – Operations and Resources

07792 152879

practices as a whole and easy

the position without redoing full

Pre-start check-in calls

and achieving your goals.

The Business Bulletin

I haven’t got a will – but I’ll be ok right? Yes you will, that is because a will does not come into effect until you pass away so the problems that arise from not having a will are not yours to solve. Your family and close friends on the other hand…

■ Personal Representative. In a

Let’s look at this from a different

care of your children under 18.

perspective and consider what

Without a will there is much

will you can choose who acts

happens if you die without a will.

less certainty over this process

as Executor and Trustee and

Your finances are covered by the

– who brings your children up

so you decide who is in charge

rules of intestacy, these are fairly

is up for negotiation after your

of sorting out your estate and

complicated and set out who inherits,

death, hopefully this can be

looking after the assets for the

this will depend upon whether you

resolved amicably between

beneficiaries. Without a will

are married or not and whether you

your family and friends but

the rules of intestacy set out

have children or not. In particular

this may not be and worse

who has to take on this rule

the rules of intestacy only recognise

case scenario social services

and this again may not reflect

relationships of blood, marriage, civil

have to get involved. In any

your wishes.

partnership and legal adoption.

event your children may not

If you are married the first

end up living with who you

£270,000 of your estate passes to your spouse along with all your personal possessions and anything over this is split with 50% going to the surviving spouse and 50% being split equally between any children of the deceased. In a moment we will look at some examples and consider how these rules might be problematic. Before then I want to mention some of the other problems that arise from not having a will: ■ Guardians for minor

would want them to. ■ Age of inheritance. If under the inheritance rules there is someone under the age of 18 who is due to inherit the money will be held on trust for them until they are 18. However, at 18 they get everything, depending upon how much this is and the person themselves this may not be a good thing for them. Inheriting a large amount of money at 18 to do with as you

children. You can appoint

wish can be problematic and

guardians in your will who are

in some cases cause more

responsible for the physical

problems than it solves.

Issue 7 – Operations and Resources | 13

The Business Bulletin

So coming back to my examples

works as a teacher and has 3 children

lets think about Fred, Fred has a son

of her own. Derek has severe learning

Gary and a long term partner Sarah.

difficulties and lives with Jane who

Sadly, Fred and Gary are estranged

looks after all his finances and

and have not spoken since Gary was

personal needs and liaises with his

5. Gary is now 35 and has never met

care providers. Jane dies without a will

Sarah. Fred and Sarah live in a house

owning property and savings worth

owned by Fred worth £300,000 and

£400,000 and under the intestacy

Fred has £30,000 of savings in the

rules her estate is split equally

bank. Fred dies without a will and

between Emily and Derek. Derek is

under the intestacy rules everything

not able to deal with his own finances

passes to Gary and Sarah receives

and so cannot accept the money

nothing. Bearing in mind the

from the estate. Emily has to apply

estrangement this seems unlikely to

to the Court of Protection to be able

reflect Fred’s wishes. Although Sarah

to look after the money for Derek.

can challenge the intestacy rules

In addition, because Derek inherits

through the courts and bring a claim

£200,000 he loses all his entitlement

under the Inheritance Provision for

to means-tested benefits and has to

Family and Dependants Act 1975,

pay for most of his own care until the

this is not an easy process and will

money runs out.

be expensive and time consuming to pursue. Let’s look at a different example,

These examples are meant to illustrate some of the problems that can arise when someone passes away

John and Jenny were married for

without a will. Looking at it from a

40 years and had 3 children. Jenny

more positive perspective, by writing

sadly passed away 5 years ago and

a will you can take control and ensure

John met and married a lady called

that your estate is dealt with in the way

Sue. Sue moved in with John and

that you would want it to be. You can

they lived in John’s house and saw

use your will to choose the key people

John’s children regularly. Sue has

who are going to deal with your estate

one daughter of her own. John died

for you and also who is going to inherit

without a will and at the date of his

and under what conditions. You can

death he owned the house worth

provide guidance about your wishes in

£200,000 and had savings of around

respect of funeral arrangements and

£5,000. Under the intestacy rules

personal possession. You can ensure

everything passed to Sue as John’s

that your loved ones are protected

surviving spouse and his children

particularly minor children or

received nothing. Sue got on very

vulnerable beneficiaries. You can allow

well with John’s children and agreed

step children and unmarried partners

to do a will to ensure that everything

to benefit as well as excluding people

went back to John’s children on her

from your will whom you don’t want

death, unfortunately Sue died before

to benefit. Putting a will in place is an

she could put a will in place and so

important record of your wishes and

everything she inherited from John

is something every adult should do.

passed to Sue’s only daughter.

Please don’t leave it too late, you never

Final example is Jane, Jane has two adult children Emily and Derek. Emily

14 | Issue 7 – Operations and Resources

know what is round the corner.

Rosie Wright

Brixworth Wills

Having worked in private practice for over 20 years, in 2017 Rosie set up her own company Brixworth Wills allowing her to focus on providing a bespoke service for those clients looking to obtain peace of mind. Rosie is able to assist clients putting wills and powers of attorney in place to ensure that a difficult situation is made as easy as possible for the client’s loved ones. Rosie is a non-practising solicitor and a full member of the prestigious Society of Trusts and Estates Practitioners demonstrating her expertise in this area. 01604 973373 rosie@brixworthwills.co.uk brixworthwills.co.uk

The Business Bulletin

Securing your business

C4 Secure

With , administrators can set which authentication methods will be offered to users based on the sensitivity of the application. For example, administrators may decide that SMS authentication is suitable for low assurance applications, but not for those that require a medium or high level of identity assurance. Also, with RSA SecurID Access, users have the flexibility to choose from the allowed authenticators at runtime, which makes a convenient experience for users.

Usernames and passwords are not enough. Thousands of employees require on-demand, 24/7 access to your VPN. Revoking that access is not an option and neither is making the authentication process for complex. A recent Data Breach Investigations Report found that

If your employees rely on usernames and passwords alone, you’re at risk for a VPN security breach. Are you sure your users are who they say they are? Can simple authentication and vigorious security co-exist? Found out in the RSA eBook:

is a powerful, feature-rich platform that delivers substantial productivity gains and cost savings. However, organisations rushing to adopt Office 365 risk creating holes in their wider security architecture. See where you could be exposed and what to do to get protected, if you’ve migrated to, or are considering migrating to Office 365, contact to learn about: ● ● ●

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So what’s the latest on GDPR? Watching the EU Exit deal formation with a keen eye for changes to Data Protection legislation – when the deal was finally announced there was some good news for small businesses with regards to compliance. As most of you will know the General Data Protection Regulations came into UK law on 25th May 2018.

16 | Issue 7 – Operations and Resources

The Business Bulletin

The EU Exit deal that was finally

GDPR and the UK GDPR; however,

announced means from 1 January

these are predominantly contextual

2020, the UK GDPR took over from

changes to make the law fit as a piece

the EU GDPR with respect to personal

of domestic legislation. For example,

data use in the UK. The deal is that for

references to a “supervisory authority”

UK businesses & organisations with an European presence or European customers

a period of at least four months (and

in the EU GDPR will instead be specific

extendable to six months), restrictions

references to “the Commissioner” (i.e.

If you operate in Europe, you will need

on the transfer of personal data

the ICO) in the UK GDPR.

from Europe to the UK have been

This is good news for SMEs

to comply with both the UK and the EU’s data protection laws. The UK data protection regime (including

delayed. During this time the UK may

handling personal data as the

not change its data protection laws

the UK GDPR) will apply to your UK

principles, rights, and obligations

or exercise “designated powers” –

activities and any offices, branches,

set out in the EU GDPR remain

such as approving its own standard

or similar that you have in Europe will

unchanged. In other words, if you

contractual clauses – without EU

remain subject to EU law (including

were compliant with the GDPR before

approval. The ideal scenario now is

the EU GDPR).

31 December, you will be compliant

that the European Commission makes

under the UK GDPR.

an adequacy decision about the UK’s data protection laws before the end of the four-month period. If this happens, most of the data protection rules governing SMEs will stay the same.

UK organisations with no contacts or customers in the EEA If you have no contacts or customers

The UK GDPR

in the EEA (European Economic

The GDPR is retained in UK law as it is embedded in the European Union (Withdrawal) Act 2018. Now known as the UK GDPR, it works alongside the Data Protection Act 2018 (as did the EU GDPR before it). There are some differences between the EU

Area) and were already compliant with the GDPR, as noted above, little has changed, and there is not much that you will need to do to remain compliant with the UK GDPR.

UK businesses & organisations sending or receiving personal data to or from the EEA As previously mentioned, the 4-month bridge in the Trade and Cooperation Agreement means that personal data flows from Europe to

Gayle Parker

Datasense Consulting Gayle’s passion is helping organisations protect themselves, their customers and their data from the ever-evolving threats of the digital world – whether that’s through

the UK can continue for the moment. The UK Government has also said that transfers of personal data from the UK to Europe can continue. It is important to note that any

consultancy or practical, hands-on training.

business or organisation in Europe that

When it comes to protecting your data,

sends personal data to you will need to

you’re in safe hands. Gayle has helped lots of organisations successfully prepare and implement programmes for GDPR. 07767 331866 gayle.parker@datasense.ltd datasense.ltd

comply with EU data protection laws. Note also that personal data acquired from overseas before the end of the Brexit transition period (known as “legacy data”) will be subject to the EU GDPR as it was on 31 December 2020

If you are only based in the UK but offer your goods or services to individuals in Europe, or monitor their behaviour, the EU data protection regime will continue to apply to these activities. You may also need to appoint a suitable representative in the EEA. Personal data acquired from overseas before the end of the Brexit transition period (known as “legacy data”) will be subject to the EU GDPR as it was on 31 December 2020 (referred to as the “frozen GDPR”).

UK businesses & organisations sending or receiving personal data to or from third countries The rules around the transfer of personal data to countries outside of Europe are also similar to the pre-31 December position. EU adequacy decisions and approved safeguards (such as standard contractual clauses) that existed at the end of the transition period continue to be recognised by the UK government. The fact that the UK GDPR is almost exactly the same as EU GDPR means that data protection compliance for SMEs in the UK should require little additional work for the time being, save for ensuring that policies, notices, and contractual clauses are kept up-to-date.

(referred to as the “frozen GDPR”).

Issue 7 – Operations and Resources | 17

The Business Bulletin

Is a lasting power of attorney important? Below is an extract from a blog I wrote a few years ago – whenever I am asked about losing mental capacity: “I am too young” etcetera I refer my clients to this story shown by the One Show by the BBC, hopefully, you will see why. Tim Mullock

Adept Asset Solutions The core of what Adept Asset Solutions does is about family. Tim started the

Heather Bateman’s world suddenly

Aside from the shock of the accident

and noiselessly imploded. A successful

and the trial of seeing that her

children’s author, Heather was happily

husband was well-cared for, Heather

married and comfortably off. Life had

was forced to deal with numerous

been good. With a London house,

everyday financial matters that come

a cottage in Norfolk and numerous

with a large family.

children, step-children and stepgrandchildren, there had been little about which to complain. Until now. Heather was kneeling at the edge of

They had each written a will and shared the two properties. With separate bank accounts, most of the bills were paid from Michael’s. But,

a country road, bent over her husband,

of course, the wills were irrelevant.

Michael. Moments before he had been

Because though completely

strolling towards her when he was

unconscious, Michael was still alive.

struck by a car. As he lay motionless

Heather had no way of accessing his

and Heather knelt, waiting for the

bank account. How was she to pay all

ambulance, she sensed that life for her

those bills?

company in 2013 to make estate planning local and straightforward. He has been helping people manage their wealth and estates for thirty years and reached the point where he knew he could help people more effectively on his own. When growing up, Tim’s uncle introduced him to the exciting world of stocks and shares. It gave him a passion for helping money grow and why wealth management was critical. He loves knowing his clients have peace of mind, knowing their wealth is protected and will stay in their family for generations to come. 07523 952252 tim@adeptassetsolutions.co.uk adeptassetsolutions.co.uk

was set for a dramatic change.

Looking after day-to-day finances

The Court of Protection – a necessary evil

support, The Court of Protection was there to protect Michael from her – to

A solicitor advised Heather that the

actually make it difficult for her to

She was right. As Heather feared,

only route open to her was through

gain access to vital funds. The only

Michael’s injuries were terrible. He

the Court of Protection, sometimes

way through was for Heather to go

went into a coma, from which he

known as the Public Guardianship

through a long, complex procedure,

would never recover. Of course, there

Office. How does this work? Perversely,

filling in numerous forms detailing

was much for Heather to deal with.

although it was Heather who needed

every aspect of their lives. Effectively,

18 | Issue 7 – Operations and Resources

The Business Bulletin

There are two types of LPAs: (Source: Gov.UK) Property and financial affairs attorneys As a property and financial affairs attorney, you make (or help the donor make) decisions about things like: ■ money, tax and bills

■ property and investments

■ bank and building society accounts

■ pensions and benefits

You can use the donor’s money to look after their home and buy anything they need day to day (for example, food). Discuss decisions that affect the donor’s living arrangements, medical care or daily routine with their health and welfare attorney, if they have one.

Health and welfare attorneys As a health and welfare attorney, you make (or help the donor make) decisions about things like: ■ daily routine, for example, washing, dressing and eating

■ medical care ■ where the donor lives

You might need to spend the donor’s money on things that maintain or improve their quality of life. This can include: ■ new clothes or hairdressing ■ decorating their home or room in a care home

■ paying for extra support so the donor can go out more, for example to visit friends or relatives or to go on holiday

You must ask for money from the person in charge of the donor’s funds.

Choose your attorney You can choose one or more people to be your attorney. If you appoint more than one, you must decide whether they’ll make decisions separately or together.

Who can be your attorney Your attorney needs to be 18 or over. They could be: ■ a relative

■ a professional, for example, a solicitor

■ a friend

■ your husband, wife or partner

You must appoint someone who has the mental capacity to make their own decisions. Your attorney does not need to live in the UK or be a British citizen.

When choosing an attorney, think about: ■ how well they look after their own affairs, for example, their finances ■ how well you know them

■ if you trust them to make decisions in your best interests ■ how happy they will be to make decisions for you

LPAs are important instruments and great care needs to be taken when drafting these documents and whilst they can be undone this is not as straight forward as you may think and if in doubt advice should be sought.

Issue 7 – Operations and Resources | 19

The Business Bulletin

Heather Bateman had to become

stress of dealing with her husband’s

your personal affairs. Don’t be fooled

Michael’s Receiver. To protect itself

situation, Heather also had to handle

into thinking that family members

against accusations of wrong-doing,

being treated with cold, suspicious

can automatically step in to make

in the event of Michael recovering, the

disdain, before she could access any

decisions. It’s simply not the case.

Court of Protection did everything in

much-needed funds.

its power to be obstructive. The tone

Heather’s husband never recovered. He died three years after the accident.

of their letters was cold, demanding

Lasting Power of Attorney

and unfeeling. Heather was forced to

Could this cruel emotional anguish

Protection is no longer active. Heather

have been avoided? The answer is a

is keen for others not to go through

resounding ‘yes’. How? By the simple,

what she has suffered. She has written

yet little-used process known as

articles about the importance of LPA.

jump through endless hoops and fill in countless forms to access funds. Just a simple example.

So now, of course, the Court of

Lasting Power of Attorney (LPA). It’s

You can also watch her speak about

be done, the Court of Protection

nothing more than a simple legal

the experience on a clip from the

demanded she submit two estimates

document whereby, in the event

BBC’s The One Show.

and justify her choice of builder,

of you becoming incapacitated,

meaning a wait of several weeks

someone of your choosing is in place

before permission was given, and

to make decisions on your behalf.

funds released. On top of the grief and

This could be for your finances or for

When building work needed to

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How secure are your remote workers?

Chris Lambert

Datasense Consulting Chris has been involved with IT Support since he used his first computer back in the 80s. He’s worked within IT Support

Now that we have a light and the end of the tunnel – which hopefully is not just an oncoming

for blue chip delivery companies ensuring their systems and machinery keep the business running. He’s also worked alongside the Technical teams

train – many companies have started to look

at Barclays Bank, Lloyds and TSB. With

at the future of how staff work past the end of

networking, he’s able to provide a wide

lockdown. After all, for big and small businesses there is a massive cost saving in not having to pay out rent each month and that is before you start looking at other services and utilities.

the links he’s made from business range of services from basic IT support to Cyber Security testing and accreditation. 07932 535271 chris.lambert@datasense.ltd datasense.ltd

Issue 7 – Operations and Resources | 21

The Business Bulletin

Many of the companies I am

will do this automatically while you

allows it, the latest version. Then

speaking to have started to look at

sleep, but others will need you either

it’s time to look at updating your

keeping staff working remotely. But

confirm the upgrade or find the

hardware. Currently the oldest version

with this comes the need for changes

upgrade and install it manually.

of Windows that is still receiving

in the way companies handle their data and systems. But with the thought of working from home other factors now must be taken into consideration. In this article we will look at some of the fundamental things that need to be taken into consideration to ensure that your company and client’s data is secure.

Secure your home office

security updates and bug fixes is

Separate work and personal devices It might be easier said than done, but it is important to keep the two apart

Windows 8/8.1. But from January 2023 this will stop, and only recent versions of Windows 10 will receive updates.

look for the easiest attack method

Keep your operating system up to date

to gain access to your data. So, while

Even if you are using a supported

you might have all the security on

operating system, there can be

your work devices, if your home device

significant delays between the

on the network. Cybercriminals will

is neglected then it becomes the

disclosure of a vulnerability and its

Physical security should not be

weakest link in the chain and the

fix. Even if the window is open for

forgotten when working from home.

easiest attack method. It can take no

only a few days, zero-day exploits

Just as you lock your office at the end

time at all for a cybercriminal to install

still represent significant risk to your

of the day, do the same when working

some network monitoring software on

business. Just look at how WannaCry’s

from home.

an unprotected device and monitor

EternalBlue exploit resulted in

what traffic is being passed around

hundreds of thousands of infections

your home network. This would also

in less than a day. To minimize this

give them easy access to the hardware

risk, ensure all devices apply security

of the unprotected devices in your

patches as soon as possible, ideally

home. Generally, all laptops now have

via automatic updates. Most modern

a webcam and microphone built

devices will automatically apply

into them. Who knows how could be

updates by default often at night

watching or listening to you working?

while the device is not in use or as

Laptops & tablets can be stolen from your home. If you chose to work from the garden on a summers day take your laptop inside when you go for lunch, make sure that the room that you work from is covered by any home security system you may have installed and most importantly lock the door to your home office. In a

part of the shutdown procedure.

nutshell keep your home workspace

Encrypt your devices

as secure as you keep your office.

Most modern operating systems now

Secure your home router Cybercriminals will look to exploit default passwords on home routers because most people do not bother to change it, leaving their home network vulnerable. This is just as valid for routers supplied by your ISP as it is for routers you have purchased. Changing your router’s password

have a method of encrypting your

Keep your software up to date

hard drive built in. While it will not

Operating systems are not the only

stop a cybercriminal from gaining access to your device it will stop stolen devices having their hard drive pulled for the data on them.

Use a supported operating system New vulnerabilities and exploits

thing that can be exploited. Any software can, web browsers as an example are a common target for cybercriminals. For the same reasons outlined above, it is important to keep all installed applications up to date. Most modern software will check for and apply security patches automatically. For everything else,

from the default to something

are found daily, and they can often

unique is a simple step you can take

impact old versions of operating

to protect your home network from

systems that are no longer supported

cybercriminals who want access to

by their developers. Unsupported

Enable automatic locking

your network and devices.

versions no longer receive security

If you walk away from your device at

You should also ensure firmware/ software updates are installed as soon as possible so known vulnerabilities are not exploitable. Some routers

22 | Issue 7 – Operations and Resources

patches to vulnerabilities putting your device and sensitive data at risk. In short, always use a supported operated system, and if your device

check for the latest versions manually.

your home office, shared workspace, or a coffee shop, you should lock it. The issue is people forget. When we do, automatic locking is there

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to protect our unattended devices. But make sure to configure a period that is both convenient but not unreasonably long, such as 60 seconds for mobile devices and five

Use an antivirus / internet security

device is lost or stolen. Securely wiping

Security software can help protect

time or determination an attacker has.

your computer from viruses, spyware,

minutes for a laptops or desktops.

ransomware, rootkits, trojans, and

Use a strong PIN/ password on your device

Security software, as the name

But automatic locking does not

recognises the virus & malware, and

matter if you do not use a strong

then after detecting the presence of

password or PIN. Avoid anything that

an infection, it works on removing it

is easy to guess, such as repeating

from the computer system.

many other types of malware. indicates, is a program that works to protect your device. It detects or

numbers, sequences, or common passwords. A list of the common with a quick Google and a quick look

Enable find my device and remote wipe

at the screen of any smart phone or

Being able to find and ideally remote

tablet will likely give you a good idea

wipe your device is a crucial part of

of the digits that are in the PIN code.

ensuring information security when a

passwords can easily be found online

a device makes it much harder to access your data, no matter how much Most modern operating system on computers and smart devices will have a way of enabling this. Ensuring that many or all of the above areas are covered within your business will go a long way to making your business as secure as possible when it comes to working remotely, regardless of whether it is at home, in a shared workspace or at a local café/pub.

Do you have something to say? Are you considered an expert in your field? Then why not submit an article for inclusion in a future edition of The Business Bulletin?

There is no cost to have an article included

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Terms & conditions – are they really important? Getting your terms and conditions drafted professionally is never a top priority when starting a new business. Many may steal from competitors, ex-employers or use templated documents instead of getting their own documents drafted, which is dangerous and not effective.

Every business no matter the industry

and easy to understand and of course

inability to be able to complete your

should have a standard set of terms

make sense. If you have copied them

obligations under the contract.

that they use for each transaction.

from another business and you

If they are written correctly they

don’t understand them, the chances

are written with your business in

are your customers won’t either.

mind and the way your business

You do not need to even attach the

operates from start to finish must be

document if you don’t want to – just

considered. No two businesses are

make sure you make reference to

the same: the sales process, the way

them on your proposal.

you invoice, the term of the contract, and what is expected from the other party can all be very different so it is important to mirror all these processes in your terms. I often hear that businesses are

By being transparent with how you work and your business processes, this will promote customer confidence. It reduces the likelihood of long-winded drawn out arguments about what was

When no terms have been applied to the contract, or ineffective terms have been used, many problems can arise. Below I consider what are the absolute minimum terms that must be included.

Parties Seems obvious but be 100% clear on who you are contracting with and whether that individual has the capacity to enter into contracts on behalf of the company. Always ensure

concerned about ‘scaring customers

agreed during the negotiation of

off’ with terms and conditions. It is

the quotation process. You must

actually quite the opposite: having

also state what your customers’

a clear, direct and understandable

obligations are – remember they can

document attached with any

be in breach too. If you do not specify

proposal or quotation will show you

this in your terms and conditions you

Term

off in a professional light rather than

put yourself at risk of uncertainty,

How long is this contract for? Is it

a daunting one. They should be clear

misunderstandings and the

rolling? What happens at the end of

24 | Issue 7 – Operations and Resources

you have full details of the company too, as chasing payment without an address would be very difficult.

The Business Bulletin

the minimum term? It is in your best

what the other party may try when

interests to make this very very clear

disputing an invoice.

so you can plan for business growth with client retention.

Payment: ■ Be clear on the price, be clear on what is included in that price. ■ Be clear on how payment is due, payable on invoice? Or by standing order? ■ Late payment is unfortunately a fact of life for small businesses, as there is often no urgency from your customers to pay you. With the right terms in place, you can ensure that you get paid first with no excuses for slow payment. Furthermore, there is no question over the work that has been completed and whether the money is due at all as the terms consolidate everything that has been agreed.

Amendments and variations The amount of money that is lost in businesses because this is not Whether your business provides a service or a product it can often change as the relationship progresses and can be very different from what was originally quoted. It is down to you to put those boundaries in place, if you originally quoted 10 hours but then the job has become more like 12 hours, charge for that. Rely on your

All contracts, in particular business to business contracts, carry a risk of liability. Legal liability can arise from breach of contract, negligence, misrepresentation and infringement of IP rights. A limitation of liability clause is essential as it serves to limit the amount and types of compensation one party can recover from the other party should any of these things occur. If you do not cap the amount of your monetary liability you have to customers, you will be

Kerry has a BA Hons (Criminology with Law) degree and also completed a Graduate Diploma in Law at Birmingham City University. She is currently studying for a Masters in Business Law at De Montfort and also CILEx Level 6 Diploma in Law and Practice. She particularly enjoys getting up to speed with new laws that affect businesses like GDPR and also supporting B2C businesses with her Consumer law knowledge.

terms and ensure you are being paid for ALL the work you have done and

01604 217365

not just what you have quoted for.

info@bebconsultancy.co.uk bebconsultancy.co.uk

Alternative dispute resolution Where disputes do arise, and inevitably they will, it is important to be clear in your terms what the processes

Limitation of liability

Kerry Gibbs

BEB Consultancy

considered or made clear is insane.

are. Disputes can be dealt with much quicker and cheaper than going through to court. Furthermore, many clients will come to us once something bad has happened. Anything from £100 – £1000s worth of revenue lost and with little or no backing in regard to terms and conditions, it makes it

your terms must be clear on what these are and not be outdated. This is, as I said earlier, the minimum that should be considered when drafting your terms. Your industry will affect what else needs to be considered. For example, do you deliver goods? Risk and retention of title should be stipulated, as well as potential storage costs and re-delivery fees.

more difficult to recover those costs.

Remember…

A lawyer can present your case much

Just placing these terms and

more simply if the contract is clear,

conditions on your website (or even

which means less money spent on

worse in your top drawer), will not

dispute resolution.

be effective as they will have not been properly incorporated into the

liable for an unlimited amount which

Know the law

could wipe out your whole business.

This is obviously dependant on

You also want to think about what

your industry. If you are selling to

you are warranting when delivering

consumers you must be compliant

your product or service. If you are

with consumer law, and there are

building a website, do you warrant

different things to consider here,

that website will make that business

such as cooling off periods and your

money? Will those words you are

contract terms must be less harsh.

writing as a copywriter win huge

Different industries also have different

contracts? You’d be surprised at

regulations you must adhere to, so

contract. Always expressly state in precontract communications that your business’s standard terms will apply. Put some time and effort into understanding your own terms and conditions. Be sure they work for your business and should your business processes change then so should your terms.

Issue 7 – Operations and Resources | 25

The Business Bulletin

COVID-19: the impact on employees

It seems likely that COVID-19 will, whether in its current form or some mutation of it, be part of our lives for some time to come. The vaccine roll out has been done at some serious pace, but as always, for smaller employers there are perhaps more questions than answers.

Helpfully, Acas has updated its

to self-isolate, and data protection

available in the community and

working safely guidance to provide

issues. After any discussion, any

workforces, using what are known as

further information about workplace

decision should be put in writing –

lateral flow device (LFD) tests.

testing and vaccination for COVID-19.

perhaps in a discrete policy.

The page entitled Testing staff for coronavirus contains a new section

However, the more fundamental question that keeps being asked is:

setting out what it suggests would be good practice for employers to agree

On 6th March 2021, the Department for Health & Social Care announced an extension to the scheme, so that all businesses can now register for LFD rapid testing.

discuss how testing would work,

Can an employer require or force employees to take a COVID-19 test at work or before returning to work?

how staff would get test results, the

In January 2021, the Government

roll out will at some point enable

process to follow if someone tests

confirmed its intention to make rapid,

smaller employers to carry out LFD

positive, pay for staff if they need

asymptomatic testing more widely

tests.

with staff if an employer plans to test employees or workers for coronavirus. They say it is good practice to

26 | Issue 7 – Operations and Resources

Businesses need to register before 31st March and tests will be free until the end of June. It would seem inevitable that the

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The Government guidance advises

failing to wear a mask at work was

recommends that “If an employer

employers to:

deemed a fair dismissal, that case

feels it’s important for staff to be

had its specific reasons, and of course

vaccinated, they should work with staff

wearing of face coverings in certain

or the organisation’s recognised trade

places is a legal requirement.

union to discuss what steps to take”.

■ Think about the extent of the programme; who will be tested, the frequency of testing, how test results will be used and what happens if someone refuses testing. ■ to consult with staff associations or unions before implementing any policy, and at least discuss the proposals with staff before “enforcing” new rules. ■ Be aware of their data protection obligations in processing data. The Government certainly want SMEs to carry out asymptomatic testing of employees, but can you as an employer legally do it? Of course, there are understandable

So to answer the question, yes it is probably lawful for testing to be required by an employer but there

the employer should listen to

are certainly issues to consider before

their concerns and be sensitive

jumping straight in.

towards individual situations – for

The second question that is constantly being asked right now is:

Can an employer force its employees to have the COVID-19 vaccine? This is a less straight-forward question; the views differ and so what

The Government line of course is that it does not propose to introduce mandatory vaccines but

regard it as an invasion of their

specifically stops people from being

privacy. The testing process can be

forced to have a vaccination or other

uncomfortable and they may feel it is

medical treatment. UK Government does not have the

hat on* there is no real evidence of

legal power to enforce vaccinations.

asymptomatic transfer of the virus.

And thus, it would seem unlikely

Clearly, in any workplace where

that employers could compel its

social distancing is difficult to apply,

employees to be vaccinated too.

the coronavirus vaccine for work and

the risk, taking into account the

it’s best to support staff to get

employers health and safety risk

the vaccine without making it a

assessment?

requirement.”

reasonable management instruction and thus become a potential

start to adopt a “no jab, no job” policy. That said, encouraging staff to

employer would want to “force” staff to do anything is beyond me, but then this isn’t a piece on draconian management skills.

The new Acas guidance referred

it says that “In most circumstances,

to a breach of failing to follow

be recommended for all businesses to

to above include a page on Getting

a proportionate way to manage

refusal to take a test would amount

will be fact specific and it would not

So the starting point is that the

no symptoms and *conspiracy theory

It has been suggested that a

Ultimately, though, I feel that a requirement to have a vaccine or not

appropriate option and why an

one. Indeed, there is legislation that

The key question is this – is testing

protected from discrimination.

mixed with some law.

employees, but employees may

grounds to require testing.

health concerns, and others may be

get vaccinated seems the most

does encourage everyone to have

the employer may have stronger

example, some people may have

follows is perhaps a bit of opinion

health and safety reasons for testing

unnecessary where they are displaying

Acas also say that if someone is concerned about being vaccinated,

Of course, some employers, having carried out a H&S risk assessment, may argue that compelling vaccinations is justified by the business needs – e.g. for health care and frontline workers.

disciplinary matter. Personally, your

Most employment lawyers think

author would steer away from that

that a mandatory policy could lead to

angle as it is asking for trouble. While

claims being made, and indeed, Acas

Steven Mather

Steven Mather Solicitor Steven Mather is a Consultant Solicitor and specialist in advising SMEs on all legal issues affecting their business – from contracts, employees, intellectual property or disputes.He qualified as a lawyer in 2008 and in January 2020 set up on his own in order to deliver extremely high quality & efficient services to SMEs. 07912 605933 steven@stevenmather.co.uk stevenmather.co.uk

Issue 7 – Operations and Resources | 27

The Business Bulletin

Is your short-term remote workforce technology in for the long haul? The widespread shift to work-from-home arrangements was not deemed to be in place still. But it appears to be heading towards becoming the new norm.

Work patterns have changed so

of organisations plan to shift “at

say they are when they log in, what

much since 2020 began, with one

least 5% of their previously on-site

information is still missing? What

that is unlikely to change is remote

workforce to permanently remote

applications and data are employees

working. According to a recent survey

positions post-pandemic.”

accessing? As budgets tighten and

by Gartner, 41% of employees are “likely to work remotely some of the time post-coronavirus pandemic.” A separate survey found that 74%

Remote support and security continue to be critical now and will be in the future as more employees transition from temporary to

strategy for a large-scale, long-term

a passing phase. It is here to stay.

dynamic workforce:

workforces were not designed for

After 30 years working in IT, Bharat offering the RSA SecurID® Suite. This uses identity insights, threat intelligence and

2. Reduce risks with new identity and more robust authentication

home culture, there were many “band aids” used to get staff up, running and productive during the business disruption. Now, these organisations are considering what is required for the best security in this new reality of

don’t worry about contravening strict rules

validated with visibility

without a progressive work-from-

business context to provide secure access delivers peace of mind to end-users and

1. Identity risk needs to be

long-term success. In organisations

to all their users, across all applications. He to management. With Bharat’s help firms

There are three goals to consider

dynamic, distributed workforce is not

rush to implement large-scale remote

decided to focus on helping businesses by

haste that need a closer look? in the effort to evolve an effective IAM

But many of the tools and

C4 Secure

privileges have they been given in

permanent off-site arrangements. The

technologies deployed during the

Bharat Panchal

workers are asked to do more, what

remote working. As many organisations enter into a

3. Ensure IAM strategy complies with GDPR by leveraging tools like automation As seen in recent months, cybercriminals have wasted no time taking advantage of the current health crisis. They found ways to exploit

on data access and GDPR regulations

future that includes a high proportion

remote workers who are outside of

or about loss of data due to malicious

of remote workers, they will require

the confines of office network security.

new ways of thinking about security,

With remote workers using every

productivity and identity and access

type of endpoint device these days,

management (IAM). While simple

it is essential for security teams to

authentication capabilities may offer

distinguish legitimate devices and

visibility into who remote workers

users from malicious ones.

attacks or plain forgetfulness. 01604 439303 sales@c4secure.co.uk c4secure.co.uk

28 | Issue 7 – Operations and Resources

The Business Bulletin

The unification of personal devices for work, and work devices for leisure, only aggravates the issue. No longer is it easily possible to centrally view and manage identities across devices and applications that remote workers are using to get work done, and equally difficult to know if these devices are compliant.

Gaining visibility and control of the dynamic workforce Given the new, more dynamic workforce, here are some recommendations to consider in gaining the appropriate security assurances by deploying good identity authentication: ■ Run regular and automated

Reducing identity risk for VPN Access

(2FA) methods require users to

For years, organisations set up network

and password) and something they

perimeters to keep the bad guys out and let the good guys in. Virtual Private Networks (VPNs) offered a safe remote connection for safe access from unsecured networks to corporate systems, applications, and data. With a rapidly growing mobile

identifier – something the users are (e.g. unique physical or behavioural characteristics) – and provide

options such as push notification and

employees to include contractors,

biometric (e.g. fingerprint).

vendors, customers, audit teams, and partners. In order to do business, stay competitive, and maintain agility, modern companies are opening their networks to this broader user base. In doing so, boundaries blur – and traditional perimeters dissolve. The

– places a premium on ensuring that

enforcing policies such

your remote access is secure.

scale across the organisation

extend this concept with a third

remote access is necessary beyond

right access to IT resources,

■ Automate processes, to help

factor authentication (MFA) tools

with a variety of authentication

perimeter – as well as a major threat

compliance

order to achieve VPN access. Multi-

convenient security for remote users

the right people have the

and dashboards to prove

have (e.g. a hardware token) – in

environment, the requirement for

emergence of identity as the new

and providing reports

something they know (e.g. username

workforce and open business

certifications to ensure

as segregation of duties,

have two forms of identification –

Assuring identity and appropriate access Knowing that users really are who they say they are, is critical for any organisation. In addition, it’s important to ensure that users have the appropriate access to systems and applications – and that this access is managed consistently in order to

VPNs and firewalls continue to be the stalwarts for critical and secure anywhere-anytime remote access. But in the current business environment, it takes a little more effort to ensure that users really are who they say they are.

to meet rising demands

through task automation

Username and passwords are not enough

like password resets

According to the 2016 Verizon

■ Minimize helpdesk costs

■ Implement user self-service capabilities to keep pace with requests from the new mobile workforce needing remote access to resources ■ Centrally manage changes in the mobile workforce and enforce a sound Joiner/ Mover/Leaver policy to adjust orphaned or over-privileged users, and provisioning and

Data Breach Investigations Report, “63% of confirmed data breaches involved leveraging weak/default/ stolen passwords.” Username and passwords simply don’t provide enough protection – and expose systems and data to cyber threats. What to do? Add strong

de-provisioning of remote

authentication. Two-

access quickly

factor authentication

Issue 7 – Operations and Resources | 29

The Business Bulletin

meet compliance and governance

and procedures.” While you have

access gateways. To assure that users

demands. A security solution that

no control over other organisations’

are who they say they are, though,

provides convenient and strong

policies or the behaviour of

you must protect access with strong

authenticated access based on risk

external users, 2FA or MFA allows

authentication. Modern identity and

analysis and contextual awareness,

enforcement of security standards

access assurance solutions provide

and that automates processes

that grant vital remote VPN access to

multiple secure and convenient

to manage which systems and

corporate systems and resources to

ways to authenticate all of the users,

resources users can access is crucial

authorised users only.

analyse their behaviour and context, and assure that the right individuals

to securing remote gateways.

Setting the standard

Securing credentials High profile data breaches further

The variety of types of users

underscore the importance of

introduces other variables. A vendor’s

securing network access to third-

security standards, for instance,

parties. Whilst the environments,

may not be the same as yours. In

behaviours, and devices, are beyond

its March 2016 research report,

internal control, ensuring the

the Ponemon Institute reported “a

security of the remote user access

lack of confidence in third parties’

to systems is. VPNs and firewalls

data safeguards, security policies

continue to be effective remote

have the right levels of access – from anywhere and any device.

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The Business Bulletin

What should you expect from great customer service?

You should never underestimate the importance of customer satisfaction. Excellent customer service encourages the clients to revisit your service or product as well as recommending you to their peers.

There are many factors contributing to your business’s success and customer gratification is a vital part. We’ve all spoken to “that” customer service advisor and practically ended up apologising for disturbing them due to their sullen, disinterested and sometimes rude manner. As a customer service advisor, the voice at the end of the phone – your client/customer – is a person. Each call is a different person with a different

Answer the phone with a smile

Avoid focusing on what can’t be done

No, they can’t see you but they CAN

appointment in a diary, if they are told

“hear” that smile. Have you noticed that when you are smiling you sit up straighter, your voice is clearer and you feel BETTER. And if you feel better your customer will feel good, cared for and will come off the phone with a positive feeling about the company.

and focus on what you can do. For example, somebody waiting for an “unfortunately, we do not have any appointments until next week” you have highlighted the delay until their appointment. Replace this with “yes, we have appointments, we can book you in next week”. Keep your language positive, helpful and supportive.

solution. If you are a customer service

Always use positive language

Match your client/ customer

advisor your job is to serve each

When you speak with a positive

If you have a quietly spoken, hesitant

customer in an individual way to the

tone even disappointing news can

customer calling you, you will frighten

best of your ability.

be received in a more positive way.

them off if you are loud, brash and

problem, wanting their own unique

32 | Issue 7 – Operations and Resources

The Business Bulletin

trying to race through the call. Match

Empathy – having empathy within

are a “people person” and therefore

their tone, speed and volume – speak

the customer service setting gives

can quickly tune in to the person on

slowly and clearly for them and

your client the confidence that you

the phone: their manner, their tone

slow the pace down! Likewise, if you

understand their feelings and why

and their volume, and use your skills

have someone who’s boisterous and

they are upset, or feel the way they do,

positively towards a resolution.

booming, there is no point in you

and you’re able to “walk in their shoes”.

practically whispering on your end of

Respond – do this quickly, if the

Care – hopefully it goes without saying that you care about your client,

the line. They will speak over you and

phone rings, pick up within 3 rings,

your customer ‘service’ will be lost.

you care about your company and

it will get the call off to a good start,

want the relationship between the

There are a couple of instances

the client will be happy they have not

two to be as harmonious as it possibly

where you DON’T match…if they are

been left hanging for an age waiting

can be.

shouting, if they are aggressive. If this

for someone to speak to them.

happens you should slow the pace

Service – Give the very best service

Exceed – Last but not least – EXCEED YOUR CLIENTS

down. Listen, let them rant and then

to each customer, no matter what the

ask them the question “what would

EXPECTATIONS. Do the unexpected,

issue. Leave them wanting to come

you like me to do for you?”, very often

maybe an email to confirm your last

back for more.

conversation, perhaps a call to ensure

this stops the aggressive client in his tracks, you should feel them begin to calm as they realise you genuinely do want to help them, very often you will find the client will apologise for their aggression and at that point you can get onto a level of good, calm communication and move forward with their issue. Building upon the above points, the following list may help when it comes to giving great customer service:

Extra mile – go the extra mile! Your

problem. Let them know…they are not

you are giving them. The end result

a number…you do care and remember

will be a happy client, and if you have

after-care is just as important, if not

a happy client not only will they come

more so than the sale/the solving of

back, but they will pass the word

the issue etc. It is the icing on the

around about the great customer

customer service cake!

service they’ve received. Resolution – resolve any issues the client may have in the best way you can find. If you promise to call them back, then do so, even if you don’t have an immediate answer. If you promised

Communicate clearly – so the

them a call-back then let them know

relevant information comes across

what stage their issue is at as they will

loud and clear. Can the person at the

appreciate being kept informed and

other end of the phone hear you, are

no matter how minor the issue, let

you mumbling? Speak clearly.

them think theirs is at the top of your

Understand – listen to the client and make every attempt to understand the outcome they are hoping for. Smile – they can’t see you but a smile can be ‘heard’ and ‘sensed’. Tone – the tone of your voice will help you to communicate – it’s not necessarily what you say but how you say it. Outstanding – Always endeavour

list and treat it with the same urgency as all other problems. Valued – Make your clients feel valued, remember the small things about your clients. Maybe make a small note on their client record, i.e. last time we spoke client was due for an operation….then when you speak to them next, ask them how they are feeling now, have they recovered well, etc. They will feel valued and cared for. There is of course a line that you should

to go the extra mile for the client,

be careful not to cross over, there’s a

providing them with outstanding

big difference between showing an

customer service.

interest and being intrusive.

Match – match your clients tone and speed of conversation.

they are happy with the outcome of a

client will appreciate the extra help

Instinct – if you are in customer

Lynn Dumbarton

Smart Office Services After spending many years in bookkeeping and associated roles, Lynn decided to embark on training in a much broader range of office skills culminating in her becoming Director and Manager of Smart Office Services who offer and deliver a complete range of administrative services from diary and email management to customer service provided professionally whilst maintaining your business ethics. Although remote, Lynn becomes part of your business, working closely with you, managing the tasks you don’t have time for. 01280 815621 lynn@smartofficeservices.co.uk smartofficeservices.co.uk

service it is because hopefully you

Issue 7 – Operations and Resources | 33

The Business Bulletin

Spotllight on… 34 | Issue 7 – Operations and Resources

The Business Bulletin

Spotllight on…

Spotlight on Ashish Kumar Ashish runs a successful software development company offering bespoke software at affordable prices for small business owners. Here he shares his business journey and what makes him tick!

You came over to this country a few years back. I think you’ve told this story before, but I’m quite interested

You need to know how to bring people in the doors and what to do with them to make them a satisfied customer and maintain them.

for you to share it with people. So things didn’t quite go according to plan did they, when you first arrived in England? Yes. I’m from India. I came here, not from India, but from East Africa - a country called Tanzania. I was working there for around three and a half years. From there, we came here on September 2007. One of my friend’s friends was supposed to come and pick us up and he didn’t turn up. We were not sure where to go, so that was a scary feeling. We went to a Travellodge and from there, they said, “You have to go to an estate agent.” At the estate agent,

but I always worked in a small

beginning to the end, I was always

they asked me about utility bills and

company. Always in software

involved with everything. That gave

references. I said, “I don’t know anybody

companies. Not in very big multi-

me confidence - because that’s what

in this country.” I had money, so I gave

national businesses where you don’t

you need if you run your own business.

them six months rent in advance and

know what’s happening with other

You need to know how to bring

that’s how everything started. It was

departments. I always worked with

people in the doors and what to do

a rocky start because I had no driving

around 25 to 45 people in a company

with them to make them a satisfied

license, no car, and had to travel by

- so quite a reasonable size. Because of

customer and maintain them. So that

bus. Everything was new and, on top of

that, I tended to know how the clients

drove me and my wife in the direction

that, an 11-months old child!

were being introduced to the business,

of starting something of our own.

what their requirements were, how Was it always the plan to start a

the software development cycle goes

So you’ve got quite an interesting

software business or how did that

along and how we could provide

model. What’s your approach and

come about?

them with the available support and

how do you overcome anybody that’s

Well, I don’t know whether it is a

everything.

hesitant with using offshore services?

blessing in disguise or something,

So, in other words, right from the

When I used to work for other

Issue 7 – Operations and Resources | 35

The Business Bulletin

Spotllight on… companies in Birmingham and

they go in the evening and they work

we take them somewhere on holiday -

Northampton, it was always a dream

directly for us. You need someone who

an all-inclusive thing. They should also

for every software company in the UK

you can trust offshore, so that you have

feel like they are part of a ship. That’s

to use a reliable offshore partner. But

greater control. Then it will work.

when it will sail for longer.

there is one reason why 90% of the

You’ve got the local project

time it didn’t work or it works at the

management, so people have got

start; maybe a year or so, but then

that interface and then it’s family in

gradually it starts to fade out. That

India. So you know you’re going to be

reason is, even if I know the language,

looked after from that point of view.

I know the people, I know the culture

What is your “why”? What is it that gets you out of bed? What is your driving force, your emotional connection to your business? After doing a course with Asentiv,

- it will not be a success, because I

It’s a good model, I think. It’s worked

I realised that your emotional

will not have much control over the

very, very well for you, hasn’t it?

connection to your business is in

process of that company.

Yes. We treat the people over there as

They got me as a client, now they

if they are a partner in our business. It’s

want to grow. Then they will shift their

not only just take the maximum out

focus from me to the next client. That’s

of them and not give enough back.

why things started to go downhill.

We have an overtime scheme there,

For me it is working because, in India,

which most of the Indian companies

I have got my own office and my

don’t offer at all. If I want my staff to be

brother as a manager, who manages

working half an hour more, I pay them

eight guys. They come in the morning,

for that half an hour extra. Once a year

built from childhood. My father was working remotely all the time and I was left alone for certain years. When I was doing my GCSEs, I was not very academic as a child. I was second class all together - not a star kind of a student! Because of that experience, I like to help people as I have seen some vulnerability in myself. When I worked for other software companies, there were occasions when customers were not being treated well. You

Work with the people who you like to work with and who you get along with very well.

could see the emotion in their eyes and the feeling that they could do nothing about it. So the ethos of my businesses is to treat everyone fairly. You can still earn your money, but it should be done ethically. If something happens with the software or it needs updating, and your business is dependent on it to some extent - if I say it will take £5,000 to do, then

36 | Issue 7 – Operations and Resources

it won’t leave many options for you. What we believe is - if you believe in relationships, then money follows.

I like to help people as I have seen some vulnerability in myself.

One more thing that I just would like to mention, bespoke work in this country is very, very expensive. It can cost you an arm and a leg! I’m just filling the gap between off the shelf and bespoke. SME’s are in the middle - they don’t have any option but to select spreadsheets or any cheap offthe-shelf solution - but now they can put their hand on bespoke software for their business. I’m quite happy to work with owner-managed businesses. I don’t want to work with enterprises and multi-million pound businesses where I’m the supplier. My thing is when I see the glitter in my client’s eye that: “whatever you have done has taken my business to another level.” That’s what drives us. So that is my “why” in business - to give. You’ve touched on it a little bit, but what would you say makes you different from your competitors? Do you have many competitors in this domain, would you say?

theirs. So, let’s say if you want to

What would you say the biggest

move away from me, then I can

challenge is that you have found in

charge you 20 grand, 30 grand,

your years in business?

whatever, if you want your software

The real challenge for me is sales

again. This is not fair. You have paid me for the job and I have done the job, taken the money. Now that software ethically belongs to you. When I used to work for other companies, they would also sell the software two times. Once, when we had an initial engagement. Then second, when they depart from our company. Again, you have to pay 30, 40, 50,000 pounds, depending upon the size of the software, which I believe is absolutely rubbish. It should

Yes, we do. We do have quite a

not be the case. That’s why, what we

number of other software companies

do, which none of our competition do,

who we are very good friends with.

is we tell them right in the proposal

This might be because I believe

document that you will own the

there is enough work out there. You

can’t steal my work, I can’t steal their

not happy with us, you can take your

work. That’s why we get along very

software and go to any other software

well with all our competition. I would

company you like.

say why we are different is we are quite a client-centric company, as I mentioned earlier. We think about the client’s interest first, then our interest. If our client is happy, then we will be happy! In this software business, unfortunately, our industry does not have a good reputation. Sometimes people treat us as opportunists.

I think people don’t do it because they are afraid. If we do that, then we are opening a channel so that a client can slip off. However, what I believe,

and marketing, but that is now settling down. Still in my business career, I found that as my biggest challenge because I had to push my boundaries in order to overcome it. And I’m quite glad that I did. Moving forward as well, I would like to do a bit more work in marketing. I have done multiple sessions on sales. I was 15 years working as a technical person. I knew nothing about sales and marketing, but now I’m much more confident. If you were to have one top tip for any business owners out there, what would your top tip be? I would say, be yourself. Don’t pretend to be someone else. Be ethical and do what you said you’re going to do. In any business you are in, you will drive and thrive, that’s it. Don’t cheat. Be genuine, be honest and there is no limit.

if somebody is not happy with you, there is no point in that bickering relationship. Nobody will be happy. Work with the people who you like

Watch the interview

to work with and who you get along

As I mentioned, if I have the access

with very well. I believe in that. I write

For the full video

to all your software, then I can charge

in the proposal document, whatever

interview, visit here: https://

whatever I like for the service I am

software we build, you will be the

www.youtube.com/

providing. In this industry, whoever

owner of that. That’s how I believe we

watch?v=Ncb1dNelPRU

is writing the code, the copyright is

are different from our competition.

Issue 7 – Operations and Resources | 37

Spotllight on…

The Business Bulletin

Office-based or remote working? The pros and cons

The home versus office debate has come into sharp focus in the wake of the pandemic, with many professionals seeing a huge shift in not just where they work, but how and when.

This is certainly the case at the Ideal

from scratch, I would have chosen

particular some of the more traditional

Marketing Company. In the space of a

to go premises-free like several

companies we work with.

year we have gone from working in a

successful pre-Covid era marketing

prestigious office in the centre of the

businesses I was aware of. However,

town where many of our clients are

I was continuing an established

also based, to making a permanent

legacy and I was conscious that our

move to remote working.

staff had signed up to the attractive

A shift in perception When I took over as MD of the Ideal

and comfortable surroundings they worked in. Not only that, I didn’t underestimate

There is no doubt that the presence of tangible bricks and mortar, particularly when they are impressive, will lead to positive perceptions about your company. However, the circumstances of the pandemic has seen a major shift in attitudes about home working, making it far more

Marketing Company in 2019, the

the fact that our location in the Old

mainstream and accepted than it was

company’s spacious office in a listed

Town Hall on Market Harborough’s

before. BT is cutting its 300 offices to

building came as part of the package.

High Street sent a certain message

30, HSBC is reducing its office space

I knew if I was starting a company

to clients and prospective clients, in

by 40% and PwC, Lloyds, Centrica

38 | Issue 7 – Operations and Resources

The Business Bulletin

and Aeon are among the large UK

a positive choice to move to remote

companies looking into a move to

working permanently.

‘hybrid’ working. However, unsurprisingly, not everyone agrees with this trend including David Solomon, CEO of Goldman Sach’s who stated working from home is “an aberration that we’re going to correct as soon as possible”.

A conscious choice

The right decision? Moving to remote working was undoubtedly the right decision for us. However, a major decision like this is about far more than the overheads saved on rent – and it will not be the right choice for everyone. A good place to start is to ask

Jessica Shailes

The Ideal Marketing Company

Jess is MD of The Ideal Marketing Company, a full-service marketing agency which offers digital marketing services as well as PR, direct mail, copywriting

In late March 2020, working

yourself the question I repeated over

and design. She has specialised in digital

from home was forced on many

and over again when going through

marketing for over 10 years and in that

business owners as a necessary

the decision-making process; are we as

and sudden reaction to a crisis, so

a company going to be able to deliver

the circumstances were far from

the same quality and range of services

ideal. However, as time passed

to our clients as we did when we

and it became clear that the

operated from our town centre base?

return to normal was not going

Ultimately, for us the answer was a

to happen any time soon, we as a

resounding yes. However, this will not

team settled into our new working

be the case for every company, and

circumstances, and evolved to make

where there are signs that the answer

them more fulfilling and efficient by

to this question is no, an office-based

implementing the following:

or hybrid policy is clearly the answer.

■ Changing our server-based

time has watched it evolve from an experimental marketing option to an essential tool for the majority of businesses. Jess’s interest in strategy and passion for delving into the numbers means she is driven to help businesses achieve their objectives with a bespoke approach using the best marketing resources available. 01858 445543 jess@idealmarketingcompany.com idealmarketingcompany.co.uk

software to systems that the

A middle ground

your staff if you allow them, within

whole team could easily access

The hybrid model can be an excellent

reason, to work intuitively at the

and use from home.

solution for companies who cannot

times of the day when they will be

be fully remote. Many former office

most productive. When working from

workers relish the extra free time that

home, the lines between ‘home’

eliminating the commute brings, but

and ‘work’ life will naturally be more

they may also miss the camaraderie

blurred and if staff are free to start

and buzz of working in the office,

earlier or finish later to fit in a midday

particularly if it’s in a city centre

run or medical appointment, that

location. By splitting the working week

can only be a good thing.

■ Taking office equipment ranging from chairs to computers home to make sure all staff were equipped with everything they needed to work comfortably and safely from home. ■ Introducing designated virtual

between home and office working,

check-in times, both work-related

it can be possible for employees to

and social, to ensure everyone stil

have the best of both worlds – and for

felt part of the team.

employers to reap the rewards.

■ Planning for the full reopening of society with a designated meeting space and regular inperson team meet-ups. When I was satisfied that the

A question of trust Whether using a hybrid model or going fully remote, allowing staff to work at home can only succeed if

We use time-tracking software to be accountable to our clients and this is also a useful way to make sure that employees are working their contracted hours. However, whether your employees are at home or in the office, treating and trusting them as adults is key to getting the best from them.

the boss is able to trust them to get

circumstances that had been foisted

the job done – and if the employees

on us against our will, had evolved

are motivated to do so. This does not

into the productive new way of

necessarily translate to a 9am – 5pm

working I had previously aspired to,

‘bums on seat’ policy. Indeed in my

I knew the time had come to make

experience, you will get more from

Issue 7 – Operations and Resources | 39

The Business Bulletin

Recruiting

“Right First Time”

There are infinite benefits to recruiting “Right First Time” – not only that standard recruitment costs which often range between 15%-20% of the role salary – and for those harder to fill or very specialist vacancies it can be as much as 30%!!!

Hiring can take a disproportionate

a view to longer term partnerships is

60% of salary based on rate of people

amount of time as well, and if it’s too

critical. So how do you ensure your new

leaving due to poor recruitment

drawn out, the excitement of the

hire fits the bill – making sure you’ve

decisions. So make sure you’re very

prospect decreases so it just becomes

got it right first time.

clear about your organisational culture

a chore. A recruitment opportunity can lift the morale and change the dynamics of the team – and when it works, your business benefits from massive advocacy – free marketing!!

Stage One is to realise that, whatever the job market, it’s unlikely that a candidate will choose to join a business that doesn’t match their

and can articulate it easily, providing clarity and evidence for potential new team members. Of course, cultural fit doesn’t

own values, or culture. Cultural fit is a

mean hiring people who are all the

kind of glue which binds a business

same – in fact quite the opposite. For

together, so before beginning

example, if working collaboratively is

any recruitment programme, it’s

a key value or a usual way of working

important to be able to articulate the

in your business, then people who

business ‘personality’, its values, goals

have a genuine, authentic belief in

and practices. It’s worth noting that

the value of collaborative work will

a bespoke, commercially savvy

poor cultural fit costs too– a Harvard

be a better ‘fit’ than those who are

recruitment approach that brings the

Business Study carried out 5 years

more comfortable contributing as

talent you need into your business with

ago recognised the cost as potentially

individuals. And remember that a

(Don’t forget that return on any training investment for new hires turns into a BIG cost when it’s the wrong person – but pays huge dividends when directed at the right person.) Therefore, the importance of

40 | Issue 7 – Operations and Resources

The Business Bulletin

deep-rooted belief in collaboration

replicating it – a new hire gives you

perfect new team member, consider

can just as easily be found in a person

the opportunity to create a new way,

your budget. Fixed price recruitment

with a corporate background as

a new dimension, way of thinking

services can give you an assured

someone who has worked in the non-

or different perspective – or, if you’re

approach to spend while others who

profit sector or who has spent most of

replacing a leaver, look to replace

work on a % basis may have a wider

their career in the military.

with different skills and capabilities

pool to choose from. Whichever you

associated with where the business is

choose, get recommendations from

going rather than where it is now.

trusted business colleagues and

The risk of focusing solely on the relatively nebulous criteria of cultural fit is that hiring based on this alone

A good role analysis includes what

be crystal clear about your budget. It may be worth taking a staged

can mean levels of bias, whether

the role looks like now and how

conscious or unconscious. Therefore,

it’s being delivered. It’s researching

it is critical that your culture is clearly

what similar roles look like in other

defined in terms of actual behaviour

organisations in terms of core

rather than ‘buzzword terms’, and you

responsibilities, duties, skills and

are crystal clear as to why and how

expectations, and prioritising the

those behaviours relate to successes

most important outcomes needed

communication through the period

for your business – otherwise you

from the role. Then thinking about

from job offer through to Day One – it

risk veering toward the ‘dark side’ of

what your own business is lacking

sets the tone for the most successful

simply cloning your team.

– and building a role profile that

start – and this is where the best and

reflects all of this.

most sought-after employers win

Once you have defined your business culture and can articulate it

This role profile will then enable

with confidence, review any outward

you to create an inspiring and honest

signs of it – for example, if you believe

job description which defines clearly

that diversity is a key value, consider

not only what the role involves, but

how this is reflected through your

the expectations around outcomes,

website – is it accessible for everyone?

what the role involves, how it is

In short, make sure you’re congruent

expected to be done – always

throughout, otherwise your prospective

combine the what & how in a job

new team members may doubt your

description.

authenticity when researching you as a prospective employer. Here are some questions that

Once you’re clear about what your business and the role offers, then Stage Three is about thinking about

might help to explore the cultural fit

how you communicate and market

of a prospective new hire:

the opportunity.

■ “What does your ideal workplace look like?”

But, before going out to the open

you’ve seen?”

into the new role, or to bring a

you didn’t enjoy it? Why?” Stage Two is all about defining the role. Carrying out a role analysis is not only reviewing what the existing incumbent is doing and

Stage Four involves great

Lindsey Marriott Specific Learning & Coaching Lindsey is a passionate trainer and learning consultant, driven by a firm belief that harnessing the input of clients, customers and employees and bringing business resource. She loves to work with

has the skills and potential to grow

worked somewhere where

for next time you need to recruit!

or chatting to recruitment specialists,

our culture from what

■ “Tell me about when you’ve

make sure you capture your learnings

those together, is the most super valuable

look inwards. Is there anyone who

here?”

different recruitment activities – and

job market and posting on job boards

■ “How would you describe

■ “Why do you want to work

approach, assigning specified costs to

organisations that move people (train/ plane/airport/coach), logistics, call centres, engineering – in fact, if you rely on a remote workforce to deliver your service

different fresh perspective? Perhaps

proposition, Lindsey understands you. Her

an internal referral scheme might

passion comes from wanting to help your

prompt your team to introduce you to other people with the right stuff? Is there an opportunity for job sharing to create flexibility when you need additional resource, or operating short period trials for any interested team members? If you choose to instruct a

people shift from ‘process-led’ to ‘serviceled’ thinking. She believes clients already have great people, services and products – and its often small adjustments or adaptations, rather than massive changes that help to realise your targets. 07778 787352 lindsey@specificlc.com specificlc.com

specialist to help you find your

Issue 7 – Operations and Resources | 41

The Business Bulletin

hands down. They make new starters feel like part of the team before they’ve set foot into the new role. Think about how you keep in touch – maybe materials that will help the new hire orientate themselves into the business before actually starting e.g. ■ Send business info and induction reading that

quizzes etc pre-starting ■ Check in by phone weekly in case of a protracted notice period – keep it light, what’s going on and what’s priority so they’re aware of the key focus from day one. The bottom line when recruiting

important for your business in terms of behaviour, ways of working, gaps in diversity or skill set etc – this is foundational. Without being absolutely confident about this, then communicating this and building on a new person’s potential becomes a shaky proposition. And along with the other toolbox

“Right First Time” is that it’s much

tips, this should ensure your new

less about process and all about

people LOVE working for you from

awareness and understanding; of

the start – and if they LOVE you, so

what your business has to offer, how

will your clients, customers, and

has these before they start

it operates and how it will impact

bottom line.

might help ■ Setting up password and

■ Send SMS pics of their desk or workspace with Welcome sticky notes ■ Invite to any social events,

on a prospective new hire. The best customer experiences are rooted in great employee experience – it’s the “Inside Out” effect. So, discover what’s critically

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The Business Bulletin

How essential is a CRM for your business? Ideally a CRM is something you would implement when you’re starting out in business when you have a limited amount of data to input to set it all up. However, when you start out the costs of software and affordability of administration are a big consideration, and most entrepreneurs have an opposition to doing administration themselves (well I know I do!).

Therefore, you start as we did with

The way we were working to name a

paper systems complemented with

few of the pain points.

spreadsheets. This system worked fine for us at the start while client

■ All technicians’ service sheets

numbers were small. As the numbers

used were in book form and

built however, relying on memory and

we had 7 different types of

spreadsheets more and more ,you start

forms dependant on the

to realise you do not have a system you

service being carried out

can expand your business with. At some point a decision has to be made: are you going to invest in some software to help do the work for you? We concluded not doing this would result in the business growing ahead of the implementation of the sufficient systems to fulfil increased demand. The problems this can lead to is a decline in service levels and demotivation of staff, this is to be avoided at all costs as you will lose your early momentum of driving your business out of its infancy stage.

■ We would wait for the return of the paperwork sheets to assess any technicians’ recommendations and to invoice the client. The sheets were generally coming back on a weekly basis. This delayed invoicing and client’s recommendations being dealt with in a timely manner ■ All completed sheets were then filed

Issue 7 – Operations and Resources | 43

The Business Bulletin

In conclusion, the time in setting

in the client file but would

using the software for over 2 years. This

resurface if a client requested

along with a full system demonstration,

up the CRM has been the biggest

a copy only to be scanned in

led us to decide to start using the

overall investment. While initially a

and emailed over

product. Some of the key benefits of

labour-intensive task, we have found

our investment we have found so far

that as we add in each new feature

as a service-based business:

and see the benefits, it motivates us to

■ Invoicing was done on word converted to PDF and invoicing information entered on to a spreadsheet/daybook for bookkeeping purposes ■ Each job raised would be sent to the technician via email or phone call and client information pulled each time from the customer file ■ Pre-planned maintenances were on a large sheet on the wall ■ All callout response times and pre-planned maintenance visits recorded for auditing purposes on a paper system We implemented a CRM after six years in business which did take a considerable amount of time to set up. However, in our over-enthusiasm

■ A place for all your client details, site service history, and invoicing information ■ The CRM raises jobs for our technicians and deploys them straight to their phones ■ Our onsite technicians can complete forms and certificates on their Joblogic apps. Technicians can add parts to their jobs and book their onsite time, to generate a report that the client can

card payments

support was removed from the CRM provider and it was not compatible with any windows upgrades, so we had no real choice but to start again!

a cashflow winner, as it means your jobs are being invoiced quicker as opposed to waiting for paperwork to find its way back to the office ■ 4-hour response and preplanned maintenance stats easily obtained by running reports

A term I use often is “there is no

■ A client portal for site service history and site asset lists

criteria of the new CRM. All criteria had to be met for it to satisfy our requirements. We chose an application called Joblogic which is a servicebased solution and fitted what we were looking for. We had the benefit of

■ Monitor profit and loss on each job ■ Monitor key areas of business activity helping us target our marketing ■ Boost in staff productivity

speaking to another business who had

for both technicians and

successfully implemented and been

administration

44 | Issue 7 – Operations and Resources

your business infancy stage. Early on these systems may well be suitable, but as you try and progress it could cause a barrier to your overall growth and impact client service levels. What we are all most looking

■ Onsite completion of forms is

failure only feedback”, so we invested more time researching all the key

systems that you have used while in

■ The CRM invoices all jobs and

time we still didn’t have enough

had limitations. After 18 months the

take out the stress and removal of the

approve and send

up for technicians to take

running and it was working okay but

individual business. Doing this will

the filing cabinet can finally go!

Xero software and can be set

for us. We got the CRM up and

get a CRM that is suitable for your

that administration can

the CRM we ended up using. At the

not going to be the right way forward

at the earliest possible time, try and

create an invoice template

CRM, we didn’t sufficiently research

evaluate that the chosen software was

a must, and our overall experience is,

forward to now is the day we all agree

integrates seamlessly with

and were not quick enough to

systems and processes as you grow is

view on their portal and

to change things and implement a

competency within administration,

continue its implementation. Applying

Simon Philp Tec Fire and Security Simon started in the security industry as a technician back in 1988.,In 2004 he had the opportunity to join an electrical company to start a security division. He did this successfully for 7 years - it was like a trial run for having his own business without the risks. In 2011 he started his own business with the purpose of having the freedom and autonomy to run a business without the bad and improving on all the good he had seen on his journey as an employee. Simon’s mission is to keep his clients safe, secure and compliant and work alongside a team that feels fulfilled and has a sense of purpose as they all continue to develop with the business. 01234 345117 simon@tecfireandsecurity.co.uk tecfireandsecurity.co.uk

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The Business Bulletin

Ask the experts Do you have a burning question that you would like the answer to? Or maybe you’re looking for some advice to help your business? In each edition some questions will be shared and answered by some of The Business Bulletin experts.

Q. I have staff – do I really need an

An Employee, or Company,

HR policy? It seems like a lot of red

Handbook is not explicitly required by

tape – is there any benefit?

UK law but can be a useful tool for a

A. The simple answer is no you

number of reasons:

don’t. However, good employment

■ Introduces employees to your

documentation can be invaluable

culture, mission and values

as a management tool to small business owners. If they are well drafted, policies and contracts can guide business owners in managing their employees effectively, guide them in performing well, avoid as far as possible problems arising in the employment relationship and deal with them quickly and effectively when they do.

46 | Issue 7 – Operations and Resources

■ Educates employees about what they can expect from management and leadership ■ Helps ensure key company policies are clearly and consistently communicated Showcase the benefits you offer

■ Helps defend against employee claims ■ Clarifies where employees can turn for help If you do have a Handbook, or separate policies, remember: ■ To review them regularly in line with any changes in employment law and continue to remain fit for purpose; ■ It is important that your employment documentation is tailored to your particular

The Business Bulletin

business, in the style and tone that reflects your culture; ■ They should be readily understood by both employer and employee i.e. in plain

Q. Is it better to hire or outsource? A. Being a Virtual Assistant, I come across this question a lot! I’d recommend considering the below – it may help you make your decision as

English, in a user-friendly,

to whether employ or outsource:

easy-to-understand tone, but

Do you have a consistent amount of

also ensuring that you as the

work each week?

employer are legally well-

Can you fill 10/20/40 hours of

protected

someone’s time – every week? If you

■ To decide whether they are contractual or non-contractual. If contractual, it will be treated as though all of its policies were included within the employee’s contract, so the employee will be strictly bound by them. Be careful, though, as this works both ways – if the employer fails to adhere to its own policy, it may be liable for breach of contract, opening the door for constructive dismissal claims. Non-contractual documentation allows much more flexibility – policies can be altered and changed without requiring employee consent, and to quickly accommodate any change in the law. Your handbook should explicitly state whether it is or is not contractual

were to take on an employee, you will be paying them for the hours you contract them – whether you have work to give them or not. Not a problem if you definitely have a consistent amount of hours work for them every week, but if you’re uncertain that you’d be able to guarantee the workload you would be better off considering outsourcing. Working with a freelancer/consultant means that they only work for you when you need them – there’s no wages or overheads during your quieter periods. Have you got the time to run payroll or the funds to outsource it to an accountant? Full payroll must be run if you have an employee, no matter how many hours they work for you. The relevant tax and NI contributions need to be

for yourself and therefore it’s not a hassle to add one more person. But if this isn’t your operating model, running payroll and providing all the necessary employee benefits may be a hassle that you can do without – by outsourcing. Freelancers and consultants take care of their own NI, tax, sick pay, holiday pay, pensions etc. Will an employee require lots of equipment? If you are bringing an employee into your business, you will need to provide them with the necessary equipment (such as a laptop, mobile phone, etc) to do their job effectively. Freelancers and consultants will use their own equipment meaning the cost falls on them, not you. Do you want someone to work in the office with you? Some freelancers and consultants will offer on-site support, whereas others don’t. If it’s absolutely imperative that they are working alongside you on-site an employee may be your best bet. However, it’s always worth asking the question if you have a freelancer or consultant in mind – but just don’t be surprised if they say no. Hayley White VirtuVA

made, as well as the usual perks such as holiday pay, sick pay, pensions, etc.

Sue Pardy

If you’re a limited company it may be

Face2face HR

that you are already running payroll

Got a question? If you have a question – then email us and these experts

Contributing experts

will set about answering it for you. It can be on any business topic you like, be it finance, sales, marketing, operations, resources, strategy or personal development. If you would like a more immediate response, then

Sue Pardy

Hayley White

Face2FaceHR

VirtuVA

raise your question on the “Ask The Experts” forum.

Issue 7 – Operations and Resources | 47

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The Business Bulletin Issue #7 - Focus On Operations & Resources

Articles inside

Ask the experts

Spotlight on Ashish Kumar

How essential is a CRM for your business?

Recruiting “Right First Time”

Terms & conditions – are they really important?

How secure are your remoteworkers?

So what’s the latest on GDPR?

I haven’t got a will– but I’ll be ok right?

Onboarding new employees efficiently, effectively and enthusiastically!

Change is inevitable

Office-based or remote working? The pros and cons

Is your short-term remote workforce technology in for the long haul?

Is a lasting power of attorney important?

COVID-19: the impact on employees

What should you expect from great customer service?