Work Life Balance – eh, sorry, what’s that?

February 29, 2008

So today was work life balance day and I’m leading the revolution by writing a blog post at almost 10.00 pm on Friday evening of an almighty stresssy week. First – hands up – how many of us really believe that work-life balance applies to us?

My name is Sarah and I come from a family where work was life – my father was an artist, my mother founded (and still runs – at the age of 70 something) the Pine Forest Art Centre. Work was something that my parents were passionate about. Of the six of us, 3 run our own businesses, one works freelance, one works for two of her siblings and the last one is the black sheep – she’s studying to be a nurse in her early forties. Weird.

Me – I love my work (well, most of the time). I get a massive buzz out of having built a business from nothing that currently turns over a not insignificant amount of money, that provides software as a service that is loved by many, liked a lot by many more and which keeps 5 people in employment. What’s not to like? or even love? What could actually balance that out?

OK – so I would like to get out and walk more – I’d like to join Sigrid down in the Westwood seawater pool, I’d like to spend more time on design work and/or coding and/or coming up with new ideas and a hell of a lot less time with my nose stuck in Excel spreadsheets trying to work out what on earth a trial balance actually is. I’d love not to have days like today when our network manager resigned (hint for anyone who’s looking for a job, we’re looking for a new network manager).

But I love days like today on the other hand when one of my very favourite clients (Maeve, you know who you are! – Marie, don’t be jealous – not you either Dee & Donal or you Emer or you Louise or even Michael & Marion… she’s ONE of my favourite clients) let it slip that she reads this blog. Erk!  Why is she one of my favourite clients? I’ve never met her, have only ever spoken on the phone  and over e-mail. She beat me up over price but in return has been an absolute dream to work with. A real human being who treats her delegates and her suppliers with a huge amount of respect. I always get the feeling that she appreciates the work we do and that makes us want to work even harder for her.

What’s all that got to do with Work/Life Balance? I hear you ask… well, you know, if you pack up your bags at 5.30 and forget about work as you go off to life – what does that say about the people you are working with? Your customers and suppliers and colleagues? That they’re not real life? Some kind of second life, perhaps? How can you actually do a good job without caring about the people you are working with? I really don’t get it.

I’ve been sat down and given the lecture about how for 90% (or more) of people work is just a means to get money to live life. I understand it intellectually, but I just can’t feel it. That does make me difficult to work with, I suppose, and probably one of the issues for Grainne who resigned today. Grainne had the extraordinarily difficult job of managing the  new events industry skillnet – a government funded training network which meant sitting between two camps: a steering group and promoter organisation who are hugely passionate about what we are doing and a government body who expect things like work life balance to be respected by passionate workaholics in the training networks. Disconnect City.

When you provide a service to people, I firmly believe you have to be passionate about providing that service and care about the people you are providing the service to. If you’re not, then they’re just not going to come back to you. If they realise that you care about them, they’re more likely to sing your praises to other people. That’s as much as you can do. Caring about the people that you’re providing a service to means that often you have to put their needs above yours. If you’re working on a production line or pushing papers in a big (I tried to write bureacracy but failed) and you have no contact with the people who use your product maybe you can be Work/Life driven. If you care about your pay cheque at the end of the month and not job satisfaction, maybe you can be Work/Life driven. But if you actually care about what you are doing, then this Work/Life balance stuff is a swizz… I have to tell you that Robert just asked me what was I doing – I told him I was writing a blog post. He said, so you’re having fun then? Of course I am! He’s watching the telly. I’m ranting. Who’s having more fun?

Tribute to the Team!

February 13, 2008

I’ve been a little quiet on here for a couple of weeks as we descended into some form of madness… between looking after the entries for the Radio Advertising Awards, online bookings for 12 conferences, 10 networking events, 8 exhibitions, multiple training courses and seminars not to mention ticketing for some seriously large events (news soon!), 4 new client websites, 10 e-marketing campaigns, developing the Events Industry Skillnet and planning Events Day 08 – the team here in Rogans Court has been under huge pressure!

Here I want to say thank you and well done to Cathal, Sigrid, Grainne, Fern, Kevin and James (and to Robert for putting up with me missing in action from the home front).  In a discussion a little while ago with Sigrid, we talked about how a team is only ever as good as it’s weakest player – and you all prove the point! You rock! and I hope it gets a little easier soon… thanks again.

Keeping ‘Em Mean

January 28, 2008

I resolved recently to use the “Customer Service that Sucks” experiences as lessons learned in life. This new philosophy has been treating me well, and instead of wasting time with those providing bad service, I’ve been moving on. For example, instead of moaning about the diabolical service from Sage when trying to update QuickPay for the 2008 tax year, I’ve moved on to PayBack – an alternative payroll solution who really seem to care about their customers. What a weird comment – I see you thinking – how can a software company show care for their thousands (nay hundreds of thousands if they are lucky) of customers?

They show they care by a) Making it easy to understand what it is their product does and doesn’t do; b) Providing an up to date online forum where issues are discussed openly and resolutions posted; c) answering the phone rather than inflicting an automated answering routine that I can’t help answering back; d) Calling a spade a spade – December comes, the budget means changes have to be made to the payroll software, somehow those changes have to get in real quick and be paid for. PayBack charge an annual fee instead of buying the software forever and having to purchase a “support contract”.

Anyhow, I may have paid my “support contract” fee to Sage for this year, but I see it as an investment in learning… When you have a bad relationship with a supplier, move on. What’s a bad relationship? It’s one where the supplier receives the “Muppet of the Week” nomination more than once in any 3 month period. And the really good news is that when you do move on, the sense of freedom is wonderful!! And Payback rocks, by the way – really good payroll software. (and no, no fee has been charged for this promotion…)

Blogging to Beat Breast Cancer

January 25, 2008

Every now and again I come across blogs that are so amusing I have to subscribe to them – this causes me great grief as it means I then have to enjoy myself reading them instead of writing my own, doing the work I should be doing or god forbid having a life… I found Sabrina Dent recently – and have even subscribed to go the Ladies Tea Party (aargh! Ladies!) before the Irish Blog Awards primarily to meet this creature (and her co-organiser Ina). I so enjoy her musings and am green as all hell at her design work – just beautiful.

However, the point of this post is not to give so much about myself away (or to promote Sabrina who I would far prefer to become a penniless artist so desparate for work that she’ll work with us for peanuts), it’s to point out the power of blogging and to promote the fantasmagorically named Two Tits and a Vote campaign. We all know that the Irish Health Care system is in tatters around us, and that something has to be done. Sabrina is behind this initiative which:  is intended to make it easy for women to take action and instigate change using the power we do have: our influence as voters, and our strength in numbers. By organising women around specific issues and providing a template for achievable action, we can make an impact with politicians.

Starting with the Campaign for Better Access to Breast Care, which you can support at http://twotitsandavote.com/ Two Tits and a Vote is taking off rapidly – due to the power of the blogosphere, cheeky branding which works, a hugely professional website – all in all an excellent example of the 5th P in marketing – Participation. Get on over to http://twotitsandavote.com/ and send a postcard or sign the petition.

Event Management Educators

January 21, 2008

I find it fascinating that within the field of event management that it’s the educators who are really leading the field in helping to further professionalise and organise the industry. It used to be that educators led the way in all sectors, but in recent times they seem to my (highly untrained, it has to be said) eyes that educators have had problems keeping up with the speed of developments, and incorporating them into their curricula. (That was a big word! – but maybe it ought to have been curriculi? I look forward to the corrections…)

In Ireland the events management degree courses in DIT and DKIT are about to start sending out 50 – 60 degree educated event managers every year. In DIT the course remains the most popular choice of all their courses. In Dun Laoghaire Institute of Art, Design & Technology, the Post Graduate Diploma in Cultural Event Management is a real signifier. Here the industry is being sectorised even further than the few associations such as NEO Ireland, SITE, IAPCO, AOIFE and others.

The Association of Event Management Educators – AEME – is a UK based organisation which has strong representation from Irish educators – including NEO Ireland and a couple of the commercial training organisations as well DIT and DKIT. AEME have just posted the date for this years conference – 19-20 June in Sheffield. In Leeds Bradford University this year, their intake trebled from about 100 students to 300, and there are 40 other colleges or universities in the UK offering events management degree courses.

 Australia has led the way in organising the Events industry though – they have recognised the huge benefits of business tourism – both incoming and domestic – and have fantastic supports for events organisers. IADT are hosting a Master Class on February 1st – where two of Australia’s front line event management educators are going to share their knowledge and expertise with others. The IADT has kindly extended an invitation to attend to anyone within industry who wishes to go along. Guess you know where I’ll be! Let me know if you need contact details.

Happy New Year!

January 8, 2008

The new year started with a squeak for me – I managed to catch a cold for the first time in centuries. Like most other entrepreneurs I know or know of, my opinion is that a cold or flu’ is nothing more than sheer weakness on the part of the sufferer. How can one have so little self control as to allow one’s self to catch a bug? Man, am I ever eating that one now! So I’ve been voiceless and running on empty for 5 or 6 days now, but beginning to see the light at the end of the tunnel.

This week sees the first of the new Events Industry Skillnet training courses – www.eventsindustryskillnet.com. We’ve had to work incredibly fast (and really without any kind of a safety net!) to get this up and running, but it’s there and we’ve already booked our first trainees. Personally, I can’t wait for this one – I went to one of the Hotbed Skillnet’s networking/training evenings over a year ago and found myself sitting next to one of my new customers in the best training session I was ever at. The trainer was Terry Harmer, and the subject was sales. I’ve been trying to get Terry to come and train us ever since, and this Friday is the day! We’ll have the industry launch of the skillnet on the 15th of January – everybody welcome as we launch into what the Events Industry Skillnet is, and how NEO Ireland is affected by it and just what it is we’re going to do… Should be fascinating. Booking is open at the Events Industry Skillnet website if you fancy coming along.

Know Your Audience…

December 16, 2007

I am a big fan of all things online – usually – and even use good online services in my home life (Qu’elle Surprise!). We’ve been using Buy4Now for years, and they really do get a lot of things right, so I’m happy to recommend them. One of the things I’m not so mad about is that they do send the odd email promoting a partner’s product or service, but I put up with it because sometimes it is something interesting.

This morning in comes this quite tantalising offer – sign up for an online women’s magazine and you have the chance to win a luxury spa weekend worth 1,000 Euros. Now, I’m not so good on the women’s magazine bit – no kids, can’t abide the hairdresser, hate fashion, eat like my ancestors rather than all that “tasteful”, low fat but “tasty”, grainey stuff that most recipes seem to be promoting. But I thought I could really really really do with a break just at the moment… I know Christmas is coming, but I gotta say that the idea of taking off to a luxury retreat for a couple of days sounds fantastic. (I should just head off to the Osprey or Carton House …)

So, they caught me at just the right time, Sunday morning, checking email, stressed at the amount that has to be done today before I can take the time off to go buy a Christmas tree. I was intending to sign up and then unsubscribe when I didn’t win, but there you are… Off I headed to sign up.

Then I got a reality check. I’m definitely not one of their intended. In the registration form there was a drop down list for “Title” and you could choose Mr, Mrs or Miss. Hmmm…. Have I ever told Buy4Now what my gender is? thinks I. Off I hop to my stored profile – I gave them permission to store certain details and they obviously use them. Yes, I had told them I was female, and my age range and that I had kids, but the number was zero. So I probably did look like a good candidate for a women’s magazine. Although I haven’t ticked any of the interest boxes like health & beauty or food & wine – but maybe they thought that was an oversight 🙂

I think this is a really good example of knowing your audience. They had some clues, so they went fishing with good bait. I bit, they went to reel me in but on the first handshake, we realised we were not for one another so they threw me back. Are you confused on how we realised we were not for each other? Well, any woman who refuses to have herself addressed as Mrs or Miss is probably not interested in health & beauty, lifestyle, food & wine, fashion and family – obvious! 

So well done Buy4Now and LivingOnline, (genuinely!) you know your audience and you’re walking the talk! 

You Learn Something Every Day

December 12, 2007

Hallo Campers, today I want to share with you the customer service lessons I’ve learned. I’ve decided that instead of ranting about having my time wasted I will take the attitude that there is something I can learn from these (more and more frequent) frustrating incidents.

Today’s lesson number 1: Make sure your support staff understand the products they are supporting

Today’s lesson number 2: Obey at least some of the current legislation regarding data protection and in particular the protection of highly sensitive data such as credit and debit card details.

See below the full transcript of my live chat (a concept which I love, and fair play to everyone who implements it) with a kind gentleman by the name of Stanislaw between the hours of 09:10 and 09:35. I went to renew a domain name, followed the instructions, entered my card details and reached an error page. So I opened the live chat and here’s how it went. Some details have been obscured for protection of the innocent:

09:10 Stanislaw: Welcome to our real-time support chat. How can I help you today?
09:10 Sarah: your system kicked me out when trying to pay for xxxxx.com.
09:11 Stanislaw : let me check it
09:14 Sarah: Are you still checking it?
09:17 Stanislaw : yes
gimme 5 minutes please 🙂
09:17 Sarah: OK (editor’s note – I went and got a cup of cofee)
09:19 Stanislaw : yes the payment stuck
09:20Sarah: what do you mean stuck? Was it not authorised at the gateway?
09:22 Stanislaw : I am seeing few Payments Profiles on your account
09:22 Sarah: and that means????
09:23 Stanislaw : it’s our fault no worries, but please tell me what CC you want to use to pay
I need to charge you for the domain
you haven’t been charged yet
09:23 Sarah: you have got to be kidding. You want me to put my card details into a live chat window?
09:24 Stanislaw : nope
I got your CC details
please only choose the credit card
you got 2 Laser and one Visa
not sure which one do you wish to use
09:26 Sarah: So I see. Please delete these immediately. At no point have I instructed or authorised you to retain my card details in your system.
I will pay for this domain name using electronic funds transfer as per the invoice emailed to me.
09:27 Stanislaw : ok but you can delete them yourself
09:27 Sarah: How?
09:28 Stanislaw : in Uber
09:29 http://cp.register365.com/
09:29 Sarah: Where in “Uber” does a delete payment profile or card details appear?
09:31 Stanislaw : please log in there and remove the payment profiles
09:31 Sarah: Dear Stanislaw, I am currently logged in and looking at the payment profiles page. I see that you have stored three cards in there but I do not have an option to delete them.
09:33 Stanislaw : yes, you are right
please send us such request via mail
from your admin mail, then we will remove all payment profiles
09:33 Sarah: Dear Stanislaw, I now have to send you an email to ask you to remove payment information from your system that I never authorised you to store in the first place?
09:35 Stanislaw : yes, because of our security policy
09:36 Sarah: Oh I wish you could see me laughing now. OK, enough time wasted on this, time for action. Bye
09:38 Stanislaw Kodzis: bye

I took a quick look then to see how I could have missed the fact that these guys are storing my card details in their (it has to be said) pretty flakey and not very user friendly system. Sorry, I can’t resist letting you know about the last chat I had with Stanislaw where he told me that I had to e-mail him a list of all the domains I had registered with register365 as they didn’t appear in the control panel. Eh, excuse me? I register a domain with register365 and then they lose it?

Back on point – I went through the renewal process again just to see had I missed something. Went to the renewals page, clicked the right buttons, logged myself right on in and – there it was – the screen to enter my credit card details. No terms, no conditions, no indication that the card details were going to be stored on their system. And most particularly, no option to use one of my stored profiles which would have given me a clue that my card details were being captured and held on their database.

I logged into the control panel separately, no way to use a stored profile to pay for a renewal. Nothing. Nada. Zilch.

I know that I’m a harsh and demanding beeitch – honest! – and I know that poor Stanislaw is not to blame, bless him. I would think that the largest hosting company in Ireland would be ever so careful to obey the data protection legislation. One of basic pillars of which is that any sensitive data which is collected and stored must be collected and stored with the express permission of the data owner.

Big lesson learned…

Happy Birthday to the IIA!

December 3, 2007

The IIA – the Irish Internet Association – is now 10 years old – hard to believe! As the professional body for those implementing the internet as a medium for business, it has an interesting brief and mandate. Members come from all sorts of sectors, from large corporates, freelance designers and SME’s. The Net Visionary Awards are highly contested every year, we’ve been shortlisted once, nominated every year, but have never won… and the IIA Annual Congress last year was a brilliantly run event.

So happy birthday – enjoy your debate (You Cannot Make Money out of Blogs) – [I’m on the side of Why would you think you can?] and we’ll see you next year!

The Diary…

November 28, 2007

Oh but the diary gets full this time of year – eh? Went to my first Christmas party of the season on Saturday night. Entertainment was fantastic – provided by those two lovely lads in Emergent Events who run the Street Performance World Championships – it was street entertainment in a corporate environment. Brilliant idea. Congratulations to Karyn Duffy for organising such an entertaining and different event.

It was back to Tricia Murphy’s Networking Salon in her new “home” in the Leinster Gallery last night. I love the eclectic mix of people to meet as well as picking up with old friends. Enjoyed meeting Marian from the Family Show after having spoken with her so many times on the phone – good to put a face to a name.

And we’re looking forward to the NEO Ireland great debate on whether or not there should be degree courses in event management. The debate is currently running really hot on the pre-debate survey site where the results are looking like this:

34% think it’s very important for the industry to have degree level courses and 23% think it’s essential. But 14% think events management should be part of the syllabus of another course.

77% think that event managers are born – but that training is essential as well. 14% think that anyone can organise an event. hmmm…

36% of respondents organise events as part of their overall job responsibility, only 11% are professional events organisers.

47% have no formal training in what they do, and 21% have a degree in hospitality/tourism or general business.

Interesting…