Episode 55 Show Me the Money


Episode 55

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started nine months ago. As promised, it is time for show me

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This is show me the money, your weekly guide to he is making the

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catch, how they're doing it and what it means for the way we work.

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With us tonight, one of the big names in retail - Halfords has been

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around for over a hundred years and his chief Executive is here.

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From the three-day week to the credit crunch, Risley has seen it

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all. She is chief economist at her boss not banks.

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And Richard is half of the design duo behind kitchen gadget people

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just have just have. Did you do your bit for the local shops today?

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Someone who has been looking into the state of our shops is our self-

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styled Queen of the high street. This week, she is expected to give

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her verdict on at the closure of shops to get people's shopping

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again. It will cause for an easing for

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regulations on night-time deliveries and even a tax on out-

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of-town car parking. Halfords are keen to get more shot some high

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street. What you think me to be done to re-energised?

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I think what Mary Porter is doing is good news. Anything that

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breathes life into shopping is good. Retailing is a great industry from

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creating jobs. We're opening a few stores on high streets of London

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because we have recognised that that is what customers want to shop.

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Particularly for the urban cyclist, it is a great place. There has to

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be a balance. The bulk of our They might put a shot on the high

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street and then the shops around it end up becoming vacant and then you

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struggle to get the customers You have to be careful when you're

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choosing way you go and we spend a lot of time thinking about that.

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That applies in Retail Parks as well as on the High Street. That is

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one of the key things in retail - making sure the stores are in the

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right place. You still think the high street has a life, them?

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The important thing is that there is a balance between high-street

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stores and out-of-town stores. Often you can do more, particularly

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with our sorts of products, if the customer as part outside the door.

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Parking is one of the big issues and some people would say it is too

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expensive to shop and a high street because it is too expensive to park.

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It is not just expense but about convenience. Very often, it is very

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inconvenient a park bench on the High Street, particularly if you

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are buying bulky goods. It is definitely good news if things are

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changed to improve parking on the high street, and anything that

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briefs life will be good for retailers. What are your thing

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needs to be done to get things moving on the High Street? All the

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things that have already been said. We know the retailing sector as a

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whole is under great pressure at the moment. But British Retail

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Consortium figures last week were pretty depressing. We know that the

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retailers are under pressure because the consumers are under

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pressure. This year, we have had inflation running at 5% while

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earnings growth has been too 0.5%. Benn has been a real squeeze on

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people's incomes. Unemployment is ticking up. The housing market has

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been fairly subdued, people are trying to pay off their debts. All

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these things have pulled back personal consumption and that is

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one of the reasons why GDP growth this year is going to be so weak.

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Household consumption will fall by nearly 1% in 2011, which is

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extraordinary. But is very unusual. Is that a pressure that your

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customers are seeing, Richard? yes, are we found it is much

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tougher in the UK high-street this year. We are having to be far more

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creative with our customers, all customers are expecting this to be

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far more creative as far as being great product but also added value

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to are offering. - but to our offering. By there is another

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argument that the high street is to nine-to-five, whereas out-of-hours

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-- out-of-town shopping centres have long hours. I think that makes

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a difference but we supply about 700 independent retailers and we

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had some fantastic ones who offer great customer service. There is

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something lovely about that. That level of service can sometimes get

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lost in larger format stores. We would very much like to see the

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high streets being reinvigorated and helped to get small shops open.

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One to you think about one of Mary's ideas, to have more market

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stalls? We love and encourage entrepreneurial businesses. It is a

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great weight for people who were thinking of getting into retail to

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try with a relatively low-cost base. You do not have to have much

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capital start selling a market stall. Would you agree with that? I

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can't imagine you selling bikes on a market stall! Be it is not our

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business but as we were saying, it is a way of bringing customers down

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town. So the key is that we still have a high street and we should

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work on keeping it. It is time that our quick flick

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through some of the stories he would rather have Mr This week.

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This lot are taking part in the annual World Memory Championships

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taking place in China. Among the challengers, memorising 30 packs of

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playing cards in an hour, 3,500 binary numbers. This 21-year-old

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was the winner. If only he could remember where he parked his car

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expat that last bit was made up. This brings a whole new meaning to

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a drive-through restaurant. A car ploughed through the front of this

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diner in South America. Nobody was harmed.

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Meet a monkey who campaigned! He is about to have his own art show in

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Toronto, Canada. His art is described as colourful and abstract

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and art dealers are set to pay hundreds of pounds for one of his

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paintings. More fool them! I can paint

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pictures like that! Can you sell anything these days? I think that

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is great. I think selling is a great skill. Someone who is able to

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sell anything is rare. We have one guy in our business who could sell

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anything. But good sales guys probably cannot sell everything. A

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monkey's pictures is probably pushing it but I would say that I

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am Borderline a map. I think people are much more careful about being

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sold to now. You have got to be careful with the product you are

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offering. One of the things that we saw there with the car going into

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the building - essentially taking that more seriously, this is about

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business is having to prepare for the unexpected. A woman driver -

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what can you say?! Only I can say that. You do have to be prepared

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for the unexpected but you have to be prepared for that whatever you

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do. I am sure you have to be prepared for the unexpected.

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Sometimes your guests might go missing, and what do you have to do

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them, do have to respond quickly. Businesses have to do the same.

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Richard, what is the most unexpected thing that has happened

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in your business? Why over our biggest markets is Japan, and the

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tsunami and nuclear issues that were there earlier this year was a

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huge shock to us, and our business closed down there for three months.

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It was a huge shock and we had to Did you have insurance? Yes, and a

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contingency plan, but it was a shock for us. For a company like

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yours, which is quite small, it must be difficult to prepare, to

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have contingency plans? It is and you don't want to have to spend too

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much time coming up with alternative plans, because it takes

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away time from Claonaig, which is the fun bit. We do think about

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risks and have a plan before the more serious that stuff but

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otherwise we just get on with the day-to-day. For a company like

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yours it must be important to have a Plan B in place? Yes, we are

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always thinking about contingency arrangements but inevitably things

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do happen that are unexpected and the key thing is how you react to

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that and find out what the real problem is, what you can do, fix

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what you can fix and don't worry what you can't change and as long

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as you stay clearer focus you can move forward and take advantage.

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What is the most unexpected thing that has happened to Halfords?

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is funny now thinking about the weather, this time last year nobody

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could get around, there was frost, snow on the ground and we were

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selling so many sledges, so much de-icer, screen wash, those things,

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and this year the weather is fantastic, really mild and our

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stores are full of stock but nobody is buying those types of product at

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the moment. Balancing that and reading the weather is really

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important. When you do have an incident like you say where

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everybody -- suddenly everyone is buying Serjit, how quickly can you

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get that stock because you wanted sell that stock? We have to balance

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it. This time last year we were selling sledges bought in from the

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West, and it took about a week to get supply organised. Once you

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realise you have an opportunity you have big focus on it and go for it.

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It feels like the weather is used as an excuse by retailers? I think

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you are right on occasions. But there is no doubt that weather does

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change people's buying habits and as a retailer it is your job to

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have the products there when customers need them. So that comes

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back your point about good planning. Does weather make much of a

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difference to your business, Richard? I don't think so, not a

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huge amount. Just the retail trends that come with good and bad weather,

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Forest the summer months are quieter, people are not so much in

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stores but not really, we design and make kitchen accessories and

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chopping boards and colanders, that sort of thing. Cold weather doesn't

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make people buy more kitchen you tell -- kitchen utensils and stay

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and cook more? Unfortunately not. What about the Memory Championships,

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what do you do to remember things? I have a diary, very old fashioned.

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I write it because I can use technology as well put I think the

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old fashioned ways are the best ways. I write notes to myself all

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the time. The key thing is to remember where you put all the

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notes! Posted stickers all over my house. Go to bed by 12 o'clock, and

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I can never find them. And Post-it notes to tell you where Post-it

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notes are Roswell! To the left, to the right. Writing things down

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helps you to remember things. I'd know if I am giving a speech, if I

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have written it I can remember it but if I haven't written it down I

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probably could not. Any memory tricks for you? I have an eye pad,

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and iPhone, but I have a black book and I write lists, countless lists

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every day -- iPad. I love writing lists because you can cross things

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off. It is a great feeling when you can go through your list, it gives

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you satisfaction. One of the things what about the things on your list

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for turning things around? It is a tough market at the moment. It is

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tough but not impossible. What you have to do is seek out the

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opportunities. We have tried to change the business. We talk about

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our value triangle, making sure we have competitive prices, innovative

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and quality products and we are delivering great service and what

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we have done this year is put a big emphasis behind bikes because we

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have recognised that at this time cycling is a great thing that

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people want to do and we have a fantastic chance to grow our

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So you're seeing changing in spending habits then, more people

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buying bikes? The motorist is definitely under huge pressure. Two

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years of 20% increases in petrol prices and two years increases in

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the cost of insurance. For young people, the car is occupying a

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different part of their life. We have to create value for the

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motorist. We do that by fitting products and store, on demand, we

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have what it chain of also centres last year. We have rebranded them

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and we are offering great value. seems you're offering more work

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service. Is this to try and beat the internet? You must lose a lot

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of business. We do quite a lot of business on the internet. On our

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garage business, the internet accounts for one-third of the

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bookings. We see the internet as an opportunity. We have to recognise

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that when customers have research online and come to the store, we

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have great service. Our products lend themselves to that. People

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like to order it by come wind. They do their research. But they like to

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sit on it, have it built for them. That is something we can be

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uniquely in the store. Were fit a car radio or a child seat. Isn't

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there a danger that you lose sales from people was coming, get your

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servers, take up the time of your staff and buy it on the internet.

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Only if the price is wrong, and that will be our fault. But also,

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having unique products. Something like 60% to 65% our own labels. You

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can only buy them in Halfords. That way, customers know when they do

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price comparison there is no other place taken by that particular

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product. That is another way in which we are using the net to grow

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our business. We heard a brief mention about inflation and we will

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get the latest figures this week. How much of an issue is it for you

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and how much of the senior costs go up? We have seen wages go up by

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about 2.5%. Obviously, some of our softs, like the business rates...

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So, you have been increasing salaries? Yes. We have been giving

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pay reviews. If we want to keep quality staff, they have to be

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rewarded appropriately. On product costs, we face commodity inflation,

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or oil prices have gone up, things like steel prices, aluminium prices.

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We have to be careful where we are buying their products. In some

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cases, that means moving to its new markets and opening up new

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factories to provide products for us to sell. Have you had to put

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prices up? In some cases, prices have gone up. In other cases, we

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have brought prices down because we have found a new source of

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production that is offering a comparable product at him there

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were price. As you were saying about the internet, the market is

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so competitive, if the price is wrong, you do not get the deal.

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Thank you. The political fall-out from that

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European veto is still clearly rumbling around with the war of

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words continuing today. David Cameron's argument is that he is

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protecting our economy but critics say it could do more damage than

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good. So he is right? There has been so much going on with the

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eurozone, it is difficult to keep on top of the Dolls. But looking at

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the situation comedy think David Cameron had any choice?

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No, he did not. All he wanted was a few safeguards for the financial

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services for this country. The financial services industry in

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general generates about 11% of our tax revenues. Last year, this city

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had a net exporter of �35 billion. These are very serious, important

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numbers. His discards for relatively modest. He thought he

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would be able to get through that most of the European Union members

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would agree with him. But they have virtually all ganged up against him

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and he was cornered. He really had no alternative. We keep hearing

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about how this is about protecting our financial sector and it is very

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important, it brings in something like �53 billion worth of tax

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receipts every year. But is this going to protect it? We are still...

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We're not at the table any more, making these discussions and making

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these agreements. When people say we had terrific influence over

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these financial regulations that were coming through - and over 49

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propose measures in the pipeline - so it is a very serious situation.

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It is almost as if Brussels wants to stifle the life out of the city,

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which is a very serious problem. But even when there were quotes us

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in the tent, we did not have that much influence. Most of this

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regulation is judged by something like a qualified majority. We have

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it 0.5% of the vote. There is over 90% that we do not have. It is very

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hard for London and Britain, because they're so unique in this

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particular area or to get any natural allies. We do not have

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natural allies. Not much influence to date. I suspect that will not

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changed that much. But what it does mean is that the whole relationship

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with the European Union is now under the microscope. Where do we

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go from here? We're actually a rather unstable position. We have

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heard today from some business leaders that they do not think it

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is good for business because we will indirectly be affected by

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whatever happens here. I think they're exaggerating. You talk

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about trade and the importance of the market as if somehow this is

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something determined by governments and whether Prime Minister has a

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friendly with each other. It is not like that. These gentlemen know

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perfectly well that when they sell goods to people overseas, those

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people buy them because they want to buy them. Similarly, we buy a

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lot of exports, a lot of stuff from the European Union. We have a huge

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trade deficit for the other countries in the European Union

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because we want their products. Richard, you do do a lot of trade.

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How much of an effect as the crisis haven't and your business? 40% of

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our turnover is in Europe if you include the United Kingdom as well.

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We have seen considerable growth in the last 12 months in Europe. We

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have extended our distribution based there and the markets we are

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supplying in Europe are doing well with our products. When it comes

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down to the consumer level, how much this will listen Flynn's it?

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They do not know. People are worried. We had our distributor

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conference in London last week where a team distributor's from

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Europe visit us to talk about issues. There is a worry there but

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they're not sure how it will impact the retail scene. Our products are

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still doing well in Europe. Do you care about the politics? Of course

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you do. We care about that and how it affects consumer confidence.

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People are worried about parting with their money. We are worried

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about it, of course. But we have the approach of focusing on what

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we're good at, which is great product design and getting products

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to market. For the Sun mat and continue to do that well, and we

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should weather the storm. David, at what is your export to

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Europe? It is not massive, is it? We have a business and Islands and

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it is three to present a 4% of our sales. R Irish business is doing OK

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at the moment. We think that the Irish Government is starting to

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show some benefit in terms of clarity. As far as the UK is

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concerned, customers are under pressure. They just have less money

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to spend. What they want more than anything else is uncertainty and

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clarity. The issue that we are thinking about at the moment is

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that all these changes in Europe, high they causing more confusion in

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the customer's mind? Is that making them less willing to spend because

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they do not quite know what the future will bring. The unemployment

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figures will be out. There is not a lot of good news around and

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customers are looking for certainty. Thank you. It is no secret that

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many businesses are feeling the pinch and so, too, are charities,

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as many of us are giving less. What are they going to get more cash?

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It is time for the morning drugs round at St Wilfred's Hospice in

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Chichester these specialist nurses care for terminally ill patients on

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a 14 bed ward. The NHS contributes just 14% towards the yearly running

:22:34.:22:39.

costs. So this leaves the hospital fund-raising team with a massive

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task. It is one that is made all the more difficult as people are

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starting to give Leicester charity. This woman is head of fund-raising

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at a hospice. She has to raise �5.7 million a year. I have grabbed a

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few minutes with her just outside the hospice's chapel. Can you tell

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me just how you go about fund- raising for such a huge amount of

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money? Clearly, it has always been a challenge. But in terms of the

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current situation, more so. So we try to diversify our income streams

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as much as possible. Last year alone, 43% of our income was raised

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through legacy giving and we have a significant percentage in terms of

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retail activity. About 20% in terms of our income last year was raised

:23:29.:23:33.

through that particular programme. A lot then would be through

:23:33.:23:37.

voluntary income and that is where we really need to look at the

:23:37.:23:42.

detail and have as many activities as possible. Examples of that would

:23:42.:23:47.

be Hospice lead events programmes as well as community events and

:23:47.:23:51.

charity challenges. Whilst Avril has very clear ideas about how to

:23:51.:23:54.

raise this money, many small charities struggle to find new ways

:23:54.:23:59.

of fund-raising. One of the first thing is that we think is

:23:59.:24:03.

fundamental to everything is to really understand the supporter. To

:24:03.:24:07.

really get under the skin of who is supporting and understanding why

:24:07.:24:12.

they are supporting. It is not just about looking at a database, it is

:24:12.:24:15.

like going out, sitting down and talking to people. What about

:24:15.:24:19.

volunteers? Is that one way that charities can capitalise on the

:24:19.:24:24.

local community? Volunteers are a fantastic resource. It is a way of

:24:24.:24:29.

using people matter both three and connected into the community. It is

:24:29.:24:32.

an innovator of way for a charity to look at things, because it is

:24:32.:24:37.

enabling them to do extra things without it costs associated to it.

:24:37.:24:40.

Luckily for the hospice, research is showing that people are still

:24:40.:24:45.

keen to give money and time to local causes. By its very nature,

:24:45.:24:50.

St Wilfred's engages massively with the local community. Here in the

:24:50.:24:53.

Day Hospice, volunteers have been running an art class for local

:24:53.:24:56.

patients and Esther has been volunteering here for 11 years.

:24:56.:25:01.

What makes you want to volunteer? think it is an incredibly special

:25:01.:25:06.

place. The atmosphere, the people and the sense of support from the

:25:06.:25:09.

community make it an excellent place to come and work as a

:25:09.:25:15.

volunteer. The hospice has been running for nearly 25 years.

:25:15.:25:19.

Heidi Avril and her team come up with innovative ways to keep the

:25:19.:25:22.

local community engaged with the charity?

:25:22.:25:26.

We are always looking at other ways of developing our services, so I

:25:27.:25:32.

think the underlying message is the same. We always build on that in

:25:32.:25:36.

terms of looking at and identifying future needs. We're already looking

:25:36.:25:41.

at social media and E marketing. But there's so much more that we

:25:41.:25:45.

can do. We need to customise our approach going forward. I think

:25:45.:25:49.

again it is not just about asking people to become involved in events.

:25:49.:25:54.

There are so many other messages that we can create there. I think

:25:54.:25:58.

getting a sense of what people want, so it is a two-way conversation,

:25:59.:26:04.

rather than pushing information out to this particular audience.

:26:05.:26:09.

challenge faced by the hospice and charities up and down the country

:26:09.:26:13.

is huge. But it is a challenge they must meet in order to continue to

:26:13.:26:19.

provide services for those who need it most.

:26:19.:26:23.

That is it for this week. Christmas is coming, the goose is getting fat

:26:23.:26:27.

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