CUSTOMER ACCESS STRATEGIES

Communication should be a two way street, not a dead end road

Perhaps I am just cynical, but I get very suspicious when an organisation announces that it is developing a new ‘Customer Access Strategy’.

In real terms, to my mind, this means that they will be looking at ways to prevent customers getting to speak to real live people who might be able to answer their queries or concerns in person, instead reverting to the press 1 for, 2 for.... the ‘your call is in a queue and will be answered shortly’ or ‘to find out more information access our website at ....’, scenarios, often at the customer’s expense, and usually to no avail.

As a customer service trainer I continually bang about staff taking ownership and responsibility for their customers, but increasingly it is difficult to find a specific person to speak to, and very often e-mail contact will only be by using a pro-forma of the organisation’s choosing.

This brings to mind the whole concept of modern day communication, where no matter what the organisation, whether public, private or charitable, the one key factor that is proving a barrier to progress is poor communication, both internally and externally. Recent research has shown that this is also one of the biggest complaints amongst employees when surveyed about their views.

With the advent of computers, almost 50 years ago, we were promised a paperless revolution, which has clearly not happened. What has replaced it though is the e-mail equivalent of junk mail, where we are bombarded day and night, whether we like it or not, with messages and attachments that take forever to open, and which we, the recipients, are expected to print off, at our own expense.  

Communication can take many other forms but nowadays gone is the expectation that we will do so by letter, long since consigned to the ‘snail mail’ bin by many.

To replace it, in addition to e-mail, we have the invidious creep of texting, social media, Facebook, Twitter and others; constant but often meaningless sound bites, the communication equivalent of the ubiquitous Japanese knot weed, invading everything within its orbit.

If I were to be a willing communicant (which I am not) via all of the various websites I am expected to access, I’d spend most of my time glued to a computer or similar device, going from one site to another; in addition to trying to recall different passwords and access codes.

We are all expected to be proficient at communicating, but what increasingly seems to be missing is the vital link between the sender and the recipient, where at the touch of a button we can convey our message, however irrelevant, to any number of people.

This is clearly not GOOD communication, where there is little opportunity or expectation of both parties to engage in meaningful two way dialogue.

Increasingly communication in large organisations is from the top down, when they choose, and to their agenda. There appears to be very little that is initiated or readily accepted from the bottom up.

I believe that what is needed is a fundamental shift away from this approach, particularly when dealing with customers. If by using your goods or services I am contributing to your pay packet then the least you can do is to allow me the opportunity to contact you when I want, on my terms, not yours.  Of interest to readers will be this website which has captured the personal contact details of many top CEOs www.ceoemail.com.

NHS - Compassion and Kindness

The NHS finds itself in the news once again this week, and not for the best of reasons. It saddens me to think that those tasked with ensuring our health and wellbeing do not always seem to act with the high standards of compassion and kindness we should feel entitled to expect.
The problem I have with this is that whilst there are calls to improve this important element of care, it is not something that can be taught; it is all about 'attitude', nothing more, nothing less. 
As a long standing public governor representing East Devon, Dorset and Somerset at the Royal Devon & Exeter NHS FT, I am fully aware of the enormous challenges currently faced by the NHS locally, and the impact that continued cuts can have on service provision. As acute hospitals and other care providers across the country struggle to cope with unrealistic expectations, it may well be that staff morale will be adversely affected as a result of increased pressures, and uncertainty as to their future. In any other setting this might be understandable, but there can be no excuse for a lack of compassion and kindness.
One issue is that we are all finding life a lot tougher these days, and with the best will in the world it is not as easy as saying 'leave your personal problems behind you when you go to work', when life at home is difficult.
We must also not forget that nowadays within the NHS we have a large number of staff, at all levels, who received their training abroad, where the role of a nurse or doctor may well be carried out in a different context. In a harsh environment, saving lives will always take precedence over the extra time it might take to whisper a soothing word or give someone a much needed hug.
I became a hospital governor as a result of my own unacceptable experiences in the hands of the NHS, both in terms of my personal care, and also that I witnessed of others. At a recent meeting, representating our members' views, in discussing the RD&E's key areas of focus for the coming year, it was heartening to note that 'compassion' came out on top of the list; seen as a priority before it became a problem.
All patients, along with their relatives and carers, can feel powerless and vulnerable at a time of stress and anxiety over the outcomes of a hospital visit, for whatever reason; this is something that Samaritans deal with during their confidential conversations all the time.
Unfortunately life does not always deal us the cards we would want for ourselves; bad stuff happens. However, I believe that often it is not what happens to us that can affect the outcome, but more a case of how the situation is handled by those in whose hands we entrust our lives.
With this in mind, I would urge everyone to become a member of their local hospital; there is no obligation involved in becoming a member, but it is the duty of hospitals to consult with its members and to listen to their views. Your hospital needs you and your views, so sign up now.

Pressing Matters - Somerset Cider Houses Rule

Whenever I think of Somerset, cider is what most readily comes to mind, so with Apple Day, officially 21^st October this year, being celebrated across the county, it would be remiss of me not to consider the merits of our local ciders. I say this despite my own reluctance to drink it on more than the odd occasion; stemming from what I still recall as ‘the cider incident’, one lunchtime many years ago, at the tender age of 11, in a very posh hotel.

As autumn heralds cooler temperatures, cider goes well with hearty casseroles and stews, the one pot meals that also save on the washing up, and where the cider itself makes a good addition, as well as an accompaniment, particularly to chicken or pork dishes.

It's been a big learning curve, and I’ve taken instruction from renowned cider maker, Julian Temperley, at Burrow Hill, along with expert Alan Stone, along with other respondents to my persistent enquiries.

The number of local ciders is vast, so choices this month expose readers to some more interesting and individual offerings. Not all local cider makers bottle and sell their products through retail outlets, so look out for signs along the highways and byways to alert you to a real taste of Somerset. Many producers offer tours, usually by appointment only. The Somerset Cider Map, free to download, gives details of most cider makers in the county.

It is arguable that the best bottled conditioned ciders are made from a selected blend of different cider apples, in much the same way that wine is made, but at Burrow Hill they make two exceptional bottle fermented sparkling ciders from single varieties, by the ‘Champagne Method’, Kingston Black or Stoke Red, not cheap at £8.50 (8%abv); you get what you pay for. They also sell still cider straight from the barrel.

Also look out for ciders made by the old English process of 'keeving', as they do at Pilton, Nr. Shepton Mallet, which results in the cider retaining more of its natural fruit character.

Perry's, in the village of Dowlish Wake, where they still use the traditional rack and cloth method of cider making, have on offer a range of ciders, stored in wooden barrels, which scooped a handful of gold stars at this year's Great Taste Awards.

Honey Pot Farm at South Petherton has available Sweet Copin as a single variety, along with bottle conditioned cider, sold direct from the farm.

Chant Cider (Naish's) at Midsomer Norton pride themselves on producing cider as the Romans did, reputedly the only makers now using this chemical free, traditional, seasonal method. Hardly surprising given the family business spans almost 200 years, but bring your own containers.

Ashill Cider, just off the A358 between Taunton and Ilminster, claims it produces 'cider with a kick', and lastly, a more commercial product, Katy, produced by Thatcher's, which I buy copious amounts of, because I have a cider drinking god-daughter called..... Katy.

As a point of interest, Julian was the first person in the UK to gain a license to distill cider to make cider brandy. Matured for up to 10 years in small oak barrels, for hardened imbibers such as myself, it’s always a favourite after dinner option .... I’ve got my own apple press, so maybe it’s time I learnt how to use it!

Champagne Cocktails to Celebrate

For some of us New Year’s Eve can be the least favourite event in the celebration calendar. All the glitz and glamour can ring false, with forced gaiety heralding the end of a well earned break from work, as well as the morning after the night before ... well, enough said!

Renowned three Michelin-starred chef, Fernand Point, is reputed to have downed a full magnum of champagne before breakfast, every day, and whilst I might not be recommending that as the antidote to New Year celebrations, on New Year’s Day, along with my constant resolve to get it off to the best possible start, I usually gather with friends for lunch, and a champagne cocktail or two; hair of the dog and all that. Research has shown that sparkling drinks carry the alcohol faster into your blood stream, so go careful on the quantities.

Aside from its festive associations, champagne conjures up a feeling of sophistication and elegance, brightening even the greyest of winter days. Purists would say it would be a sacrilege to use the likes of Krug or Cristal, but I’m of the opinion, that any recipe is only as good as the ingredients you use.

So, this month here are a few of my favourite cocktails made from my favourite tipple; mouth watering creations worth trying, some with a novel twist, to keep your guests guessing. Do I see a party game coming on?

Firstly, the ultimate classic Champagne Cocktail, made by first soaking a sugar cube with Angostura bitters, adding 20ml. of cognac, and topping it up with your favourite champagne, adding a twist of orange or lemon peel if the fancy takes you.

My personal favourite is the Bellini. Just one sip transports me immediately back to Harry’s Bar in Venice, where it was invented in the 1930s or 40s, depending on who you  believe. Easy on the budget, it should be made with 2 parts dry Prosecco (real champagne itself can be too harsh), to one part fresh white peach puree (or juice, obtainable from good stores). To emulate the original recipe add a dash, no more, of framboise to give a cheerful, rosy pink glow to both the glass, and your cheeks.

Don’t be put off by the rather violent blue/green shade of the next one on my list. Ritz Fizz is concocted with the unlikely combination of a dash each of amaretto, blue curacao and lemon juice, topped up with champagne, and a jolly sprig of mint on top to chase away the cobwebs.

Still feeling under the weather, and your guests not knowing ‘For Whom the Bell Tolls’?  Then cure all with Death in the Afternoon, by adding 20ml.of absinthe to your glass of champagne, and if suitably into Hemingway, then follow the advice given in his book of the same name and ‘drink 3-5 of these slowly’.

Were it not for the possibility of legal action, I'd be recommending a spot of 'sabring' as a suitable sporting activity, but if it didn't go according to plan it could bring your New Year to a rather premature end. It’s at this point I feel it would be prudent to add my own disclaimer - don’t blame me if you get more than you bargained for, but do have the best possible start to 2014, in every way.

Choosing Wines for your Wedding

Planning a wedding can be a minefield, as I know only too well, having experienced two of my own, so far. It doesn’t matter how much planning and preparation goes into making it your own very special day, you should always be prepared for the unexpected, and sometimes it is the unexpected that brings a smile to your face long after the event.

One thing you can control however, as long as your guests aren’t responsible for bringing their own booze, is what you serve your guests to help you celebrate the nuptials, and just how much.

Couples now often hold two separate parties, inviting close family and friends to the wedding itself, with work colleagues and more distant relatives invited to a shindig later in the day.

You can opt for a full bar, as wine might not to everyone’s taste. Quite the modern thing to do nowadays is to go down the sausage and mash route (a la Kate Winslet) with a pint of local brew, or cider to wash it down. It can be fun, and certainly you couldn’t get better bangers than at local butcher Bonner’s, who incidentally also does a fine hog roast. 

For most of us though, no wedding would be complete without a decent bottle or two to go with a sit down meal, and some bubbly for the toast; although I have heard that some couples now opt for a ‘dry wedding’, quite unimaginable for a wine lover like me.

With a decent budget I’d go for champagne every time, or course. Do also remember that most venues will allow you to bring in your own beverages, and charge you corkage, which can still be cost effective if you wish to serve quality wines, without the usual mark up.

If providing your own alcohol there will be a fine balance between having enough, and yet not so much you’ll still be swimming in it by the first anniversary. Good wine suppliers will usually allow you to have wines on a sale or return basis, and will often include free glass hire too.

I would recommend having wait staff no matter what type of wedding you plan to have, even if you just hire the offspring of friends. They will be glad of a bit of pocket money, and you can then relax, just looking your radiant best.  Having drinks served on trays by waiters will also cut down consumption considerably.

It helps to have an idea of serving sizes when buying your wine. A standard bottle will provide 4 x 175ml. glasses, which is plenty large enough. For spirits, you should aim for about 18 servings per bottle. If having a full bar, plan on a ratio of 20% spirits, 15% beer and 65% wine.

Unless your guests are binge drinkers or alcoholics in training, work on one drink per hour on average. Some will drink more and some will drink less, or have the misfortune to be the designated driver.

For an evening wedding reception lasting 5 hours, and with 100 guests allow:- 30 bottles each of champagne, white and red wine, and 100 beers.

The time of year you are planning to hold your wedding will also determine not just what your guests’ preferences will be, but also the quantity they imbibe. White is of course more popular in the warmer summer months, as is beer, whilst people drink more red in winter. Guests tend also to drink less red wine at lunchtime, and more of anything going if it's really hot, they don’t have to go to work the next day, or have flown out to witness the event at some exotic foreign location.

If you feel your budget can’t run to a decent champagne, you are almost always better off serving a good cava or Prosecco, or even to offer a champagne cocktail. It really just boils down to knowing your guests.

If you want to impress go for champagne, a decent Bordeaux or premium new world red, and a good white burgundy, but to make it truly memorable just please yourself and choose a wine or other beverage that means something to you. It is your wedding after all.

Keep Mum in the Pink this Mother's Day

I always think that as one get’s older anything pink become a bit like Marmite, you either love it, or hate it, and of course novelist Barbara Cartland, famous for her pink frilly attire, springs readily to mind.
However, for Mother’s Day you can’t go far wrong in treating mum to a tipple or two if you stick to pink. Festive and fun, it will make mum feel like a young girl all over again.
Those of us seriously wanting to store up brownie points for the rest of the year will of course be planning breakfast in bed. With a little champagne perhaps? Forgive the cheesy theme, but champagne house G. H. Mumm produces a lovely rosy sparkler, at £40 a bottle. Predominantly Pinto Noir (60%), it is intense, with yummy red fruit flavours, and a hint of caramel and vanilla. Mumm remains one of only six champagne houses to hold a royal warrant from HM The Queen, so mum will be in good company.
Sticking closer to home Chapel Down Vineyard, in Kent, continues to go from strength to strength, producing award winning champagne method sparkling wines, and currently has on offer a Brut Rosé, at £22. A real treat, it has tiny bubbles and is reminiscent of honeysuckle, summer berries and rhubarb.
For classy still rosé wines without the fizz, Provence, in the South of France still remains a top choice for me, and here I’d recommend Domaine Ott’s Clos Mireille Coeur de Grain Rosé, 2012. Made from a blend of Grenache, Cinsault and Syrah, it is pale pink, with golden highlights, elegant yet firm, and not all like the flabby, insipid cheap rosés on the market. Think wild strawberries, with a hint of citrus. Expect to pay around £30 a bottle.
If mum has more of a sweet tooth, then treat her to a bottle of Offley’s elegant Rosé
Port. Being what is known as fortified wine, it is high in alcohol at 19.5%, and available for £10.99.
And finally, turn mum into a real Pink Lady with the cocktail of the same name. The exact origins of the cocktail are not known, but it was popular with high society ladies in the 1930’s, and it is thought that Hollywood star and sex symbol Jayne Mansfield used to drink a Pink Lady before meals.
This classic cocktail has a light blush colour, due to the addition of grenadine syrup, and the key to mixing it successfully is to give it a good old shake, giving the top a rim of pink foam when poured. Recipes vary but this one is from the Bartenders Guild
You will need:-


Pink Lady
5cl Plymouth gin
2cl fresh lemon juice
1 to 2 dashes grenadine syrup
1 egg white (or 1tsp. egg white powder)
Pour all the ingredients into a shaker with ice
Shake well
Strain into a cocktail glass
Garnish with a maraschino cherry


A couple of these will be sure to put a pink glow on her cheeks.

Budget Setting Means Tough Decisions

In recent weeks councils of all sizes have been busy setting their budgets. In the case of Somerset County Council it was heartening to see such large numbers of members of the public choosing to attend to put across their case, ask questions, and also to hand over petitions in relation to the issues being debated.
On this occasion key decisions were largely in relation to proposed funding cuts, as one would expect.
Other key decisions have revolved around the impact of the floods experienced in many parts of the county, and of course the early departure of the Chief Exec.
It is particularly, disappointing therefore, when to make a political point some elected members choose to absent themselves from such discussions. It is rare at any council meeting for there to be total agreement, especially when one or other party has a majority but is not in total control.
Many of us, including myself, also have other gainful employment, but I feel there is little excuse for lack of attendance; it is incumbent upon elected members to attend all meetings in which decisions being made will be felt by those who elected them. I appreciate we can’t all attend every meeting, and I frequently have to take some difficult decisions in prioritising my attendance. I believe the only way to stem this tide is for the public to keep a watchful eye, and then vote with their feet the next time they have the opportunity.
One recent petition submitted by members of the ‘Green Party’ made the case for an increase in council tax, which broadly I would endorse, the reason being that for a modest increase (under £1 a week?) sufficient monies could be raised to avoid cuts or enhance services in other areas.
Likewise we often hear the call for an increase in tax for those who are wealthy. As someone from a working class background, and far from rich, I would find it difficult to support this ‘across the board’ stance against those deemed to fall into the ‘wealth tax’ bracket. Whilst there may be those fortunate enough to inherit vast sums of wealth there are many, many, who have worked all their lives, making sensible decisions to ensure sufficient funds to provide for old age and for their children. I see nothing wrong in this and feel it is unfair to penalise them. In addition to this, provided they are not avoiding tax by taking advantage of loopholes, by virtue of their income, their contribution to the chancellor’s coffers will be greater. Many with income to spare also take advantage of private insurance, decreasing the burden on the NHS for the rest of us.
Other recent petitions have included one by the Community Campaign Against Austerity, and for the Protection of Public Services. Sadly, there appears to be a lack of understanding where local government is concerned. In order to survive it MUST be run like a business, albeit in the control of a democratically elected membership, and not for profit.
The books must be balanced, along with the delicate act of balancing the needs of the local community, whether individual or collective.
One member of the public said that she was ‘frightened’ by the proposed level of cuts, and another speaker, with some passion, described the current situation as being designed ‘to bring local government to its knees.’ We are all frightened, or at least we should be. The truth of the matter is that public service provision will have to change, with an increased focus on ‘statutory’ obligations, with little left for those ‘extras’ we all became used to in a time of prosperity; just like a household having to tighten its belt.
I believe that in order to achieve this at a local level we must continue to put pressure on central government to ensure that the funding levels we receive here in Somerset are fair and equitable.

NHS - Compassion and Kindness

The NHS finds itself in the news once again this week, and not for the best of reasons. It saddens me to think that those tasked with ensuring our health and wellbeing do not always seem to act with the high standards of compassion and kindness we should feel entitled to expect.
The problem I have with this is that whilst there are calls to improve this important element of care, it is not something that can be taught; it is all about 'attitude', nothing more, nothing less. 
As a long standing public governor representing East Devon, Dorset and Somerset at the Royal Devon & Exeter NHS FT, I am fully aware of the enormous challenges currently faced by the NHS locally, and the impact that continued cuts can have on service provision. As acute hospitals and other care providers across the country struggle to cope with unrealistic expectations, it may well be that staff morale will be adversely affected as a result of increased pressures, and uncertainty as to their future. In any other setting this might be understandable, but there can be no excuse for a lack of compassion and kindness. One issue is that we are all finding life a lot tougher these days, and with the best will in the world it is not as easy as saying 'leave your personal problems behind you when you go to work', when life at home is difficult.
We must also not forget that nowadays within the NHS we have a large number of staff, at all levels, who received their training abroad, where the role of a nurse or doctor may well be carried out in a different context. In a harsh environment, saving lives will always take precedence over the extra time it might take to whisper a soothing word or give someone a much needed hug.
I became a hospital governor as a result of my own unacceptable experiences in the hands of the NHS, both in terms of my personal care, and also that I witnessed of others. At a recent meeting, representating our members' views, in discussing the RD&E's key areas of focus for the coming year, it was heartening to note that 'compassion' came out on top of the list; seen as a priority before it became a problem.
All patients, along with their relatives and carers, can feel powerless and vulnerable at a time of stress and anxiety over the outcomes of a hospital visit, for whatever reason; this is something that Samaritans deal with during their confidential conversations all the time.
Unfortunately life does not always deal us the cards we would want for ourselves; bad stuff happens. However, I believe that often it is not what happens to us that can affect the outcome, but more a case of how the situation is handled by those in whose hands we entrust our lives.
With this in mind, I would urge everyone to become a member of their local hospital; there is no obligation involved in becoming a member, but it is the duty of hospitals to consult with its members and to listen to their views. Your hospital needs you and your views, so sign up now.

12 Years a Slave - What Price Freedom?

I don’t get to watch many films, probably no more than a handful a year, but with a couple of hours to spare on a recent trip I took the opportunity to see '12 Years a Slave', the Osar winning film based on the book written by Solomon Northup, who was kidnapped and sold into slavery, until his escape 12 years later.
Powerful? Certainly. Enjoyable? Not in the least. The best description would probably be deeply disturbing, and not for the reasons one might expect.
Whilst watching the film the words that most readily came to mind were oppression, humiliation and …. collusion.
There should be no doubt in anyone’s mind that to enslave someone is profoundly wrong and an insult to the human race, but let’s not kid ourselves that all is well within our cosy 21^st century democratic world, where on the surface at least we all aim to be treated as equals. I only wish this were the case.
In many countries around the world slavery still exists, even if it does not take the despicable form of black men and women being called niggers. A phrase that stuck out in the film was when one of the plantation owners said ‘A man may do as he pleases with his own property.’ It seems unreal that in this day and age men and women are still born into servitude with little hope of ever knowing the dignity of freedom. I can only begin to imagine what it must be like to wake up every single day and to be at someone else’s beck and call, half starved to death and beaten for the privilege.
However, now as then, in the majority of cases it is almost impossible to be able to enslave someone without some level of collusion. This was borne out in the film, where in fear of their own lives the slaves would jockey for position, doing the master’s bidding in order to survive. Survival is one of the most basic instincts, but when in order to do so we ourselves are coerced into behaving in a less than human way, we become worse than animals. In the case of Hitler, much reviled throughout history, he could not have achieved what he did were it not for the fact that others were willing to do his bidding.
From time to time, thankfully not very frequently, we see in our own media accounts of people often, but not exclusively women, who have been kidnapped and kept in slavery for many years.
Even in so called 'normal' domestic situations constant name calling and derogatory remarks can soon lead to increased efforts to belittle someone. I often listen to the long running series, The Archers, on BBC Radio 4, and in the relationship between Helen Archer and Rob Titchner one can see all the signs of a very unhealthy relationship where, in an effort to make her dream of a perfect man a reality, she is prepared to forgive and make excuses for his behaviour. Trust me, it will only end in tears. The Samaritans deal with callers stuck in situations like this every day.
It is only by keeping our eyes and ears open that we will have any hope of ensuring that all of us within our society remain safe and able to live without fear.

SCHOOL FINES FOR ABSENCE

The topic of fines issued to parents and guardians for a child’s non-attendance at school continues to rear its ugly head, and I fully expect that with the school holidays on the horizon we shall see and hear more of it.

Personally, although I think it is absolutely vital that we ensure our children take full advantage of all the opportunities that a free education can offer, I believe this ‘big stick’ approach is wrong, and there are a number of reasons for this.

Whilst I agree that in the past some, but by no means all, parents have had a rather lax attitude towards school attendance there are circumstances in which absence is not necessarily detrimental.

As a society we must look at education in a much rounder sense than that provided within a school environment with a fairly rigid approach to the curriculum. Learning and achievement can take many forms, and travel and exposure to new experiences is one of the most rewarding. With some ‘blue sky’ thinking schools should be able find ways in which learning can continue to take place no matter where the pupil is physically situated. We see this, for example, with child stars and young athletes who take advantage of a tutor or work downloaded on a memory stick when on location, or competing away from home.

Likewise, there are those parents who choose to home school or send their children to private school, where the inspection regime that so closely dictates the agenda of local authority educational provision is much more flexible in approach.

There is of course the argument that it is the responsibility of parents, in putting their offspring first, to manage their lives accordingly, but this is often easier said than done.

For many families, especially where perhaps one parent works away, or in the case of several children being at different schools with different term times, the dilemma of what to do with children during school holidays, and when to take any kind of affordable holiday, can be a challenging one to resolve. 

If I were still in a service family and my husband was returning home after a long period of active service abroad I would have little hesitation in keeping my children away from school that day to be sure they were there to greet him, and I can think of many other instances where this might be considered appropriate.

What we must do is to have meaningful dialogue at a local level, to look for ways in which we can find an appropriate solution.

We all lead increasingly complex lives, with many different demands on our time and money, and I do believe that a more flexible approach towards absenteeism can be found. If indeed this is an attempt to deal with issues of consistent absenteeism then I would suggest that wider social issues are the cause, which will not be solved by issuing fines. In doing so, it is likely that those families least able to afford to pay the fines will be penalised, whilst others, as we have already seen, take a cavalier attitude towards it.

In addition, I’ve seen very little about how and where the fines paid are to be spent by the schools in question; boosting ever-depleting funds I suspect. Surely not? 

Collectables and antiques - Being charitable

I’ve long been a fan of charity shops, although thanks to Mary Portas they now operate on a more businesslike footing, often employing experts to assess the value of goods they have acquired to reap maximum profits.

For collectors there are still some bargains to be had however, if you are willing to carry out a regular trawl through their shelves. I usually do this once a month or so.

People donate to charity shops for all sorts of reasons; it may be out of genuine concern for the chosen beneficiaries, the result of a house move perhaps, where downscaling has meant some treasured items have to be parted with, or relatives disposing of possessions once belonging to a loved one who has died.

I have noticed that in general, the more upmarket the area, the bigger the charity and the more well thought of its cause, the better the items for sale. However, that doesn’t mean to say that you won’t be able to come across some real finds, as a recent rummage through Taunton’s many charity shops revealed.

Designer clothes and hats can be snapped up for a few pounds, and old watches and pieces of costume jewellery are popular, along with boxed silver cutlery, especially fish knives and forks, (pieces with ivory handles will soon be in short supply if Prince William has his way). This week I found a lovely toasting fork for just £2.99.

Commemorative mugs and other china items are popular items, particularly if to do with the Royal Family and key events in their lives. An original programme from the marriage of Prince Charles to Lady Diana Spencer in 1991 was selling for £6.99.

Old books, particularly first editions, are much sought after, and some charity shops even have dedicated book stores, where I discovered a Mrs. Beeton from C1890 at £14.99, and several other collectables from the early 20^th century.

Also in town was a very desirable solid gold Asprey tie pin with a fox head at £120; presumably once a gift to someone from the huntin’ and fishin’ brigade.

China is very popular, either ornaments, particularly of birds, vases or parts of dinner services. In addition to such well thought after marks as Royal Albert and Lladro, Wedgwood Jasper Blue china, once something I collected myself, is relatively easy to source; several shops had pieces on offer for under £5. In the recent past I have bought an entire Wedgwood dinner service for an amazing £15, and am always on the look out for pieces to add to my Denby Chatsworth dinner service, a wedding present from my mother almost 40 years ago.

German beer steins were found in several shops, and Toby jugs, although not cheap, are often to be seen on the shelves.

Not to be overlooked are children’s toys; discontinued lines of Dinky cars, Meccano and other such popular toys from a bygone age are also a good find.

Happy hunting, with the added bonus of knowing that you are supporting a good cause, but do also remember to check for authenticity and condition.

Equality - women at the forefront

I really am becoming quite tired of the continued talk about women and their place at the top and I feel that, as a woman, I am entitled to have my say on the subject.

Whilst the debate over how many women there are in parliament, in the cabinet, or on company boards in key influential positions continues no one appears to consider one key factor; perhaps they just don’t want to be there.

The same also applies to ethnic minorities and many other groups in our society, where there seems to be a relentless push towards making us all into martyrs in the cause for political correctness.

You would be hard pushed to find a less politically correct person than me, but I am currently undertaking an ‘Equality and Diversity’ qualification, for not much more than the reason that it was offered for free, and it seemed like a good idea at the time.

The point is, I believe that you cannot bully people into changing their opinions, you can only open their minds through education and exposure to differing sets of circumstances in order to gain their understanding.

For example, take all women short lists for party selection committees. The only thing that should matter in a situation such as this is that the person chosen is the best candidate for the job in terms of the personal characteristics necessary to perform the role. Those making the selection should only take into account evidence of qualifications, skills and knowledge in relation to the criteria. Between two candidates that are considered equally suitable, which is a relatively rare occurrence, then, and only then perhaps other factors should come in to play. If I happened to be male in this situation, and not selected on equal terms, then I would feel entitled to object on grounds of discrimination.

In applying positive discrimination, by its very nature you are discriminating against the other party involved.

I have been in the fortunate position of a being a ‘female first’ in a number of situations but I would be mortified to think that in being selected it was on the basis that I was female, rather than that I was the best person for the job at that time.

A similar situation arose recently at a Licensing Committee meeting at SSDC in relation to the provision of taxis suitable for disabled passengers. Yes of course disabled people should be able to have equal access to transport but is it realistic, or right, to expect all taxis to be converted at great cost in order to comply? I think not, and groups representing disabled people felt the same. Any desire for change has to be in direct proportion to the problem.

What is not acceptable is where those in a position of power use that level of authority to exclude certain groups from their inner circle; but to be honest, I wouldn’t want to be part of any organisation where I was not welcomed on equal terms.

Russia v. Ukraine - Conflict Resolution

As the world holds its breath in the midst of the current conflict in Ukraine, and with Russia’s involvement in Crimea, we seem to be on the verge of yet another international battle for supremacy.

It has given me pause for thought over the futility of war; the cost, not just in terms of innocent lives lost, but also the economic, social and environmental impact.

I’m a great proponent of the view that once we have fulfilled our own basic needs, such food, water, shelter, and access to health and education, we should then look to help others. This is fundamental to our survival and progress as a human race, and I believe it applies equally well in an international arena, as well as closer to home, within the local community and in personal relationships.

I often find myself, either at work or the wider context, involved in conflict resolution. It is something I enjoy, because although in dealing with the vagaries of human emotions nothing is guaranteed, there is some sense of satisfaction where amicable agreement can be reached.

This does of course require willingness on both sides to communicate, and to compromise. This can be difficult where both sides feel they are in the right, and in some cases will resort to unhand activity to coerce others into taking their side of the argument. This attempt at manipulation is an understandable human trait, if not an altogether pleasant one, and we see evidence of it daily in the media.

However, to win at all costs only results in winners and losers, and it is this sense of failure on one side, and the smug ‘I told you so’ attitude of the winner, that harbours resentment, in some cases allowing it to fester into an overwhelming desire for revenge; all very destructive, time consuming and costly. I know this only too well; I’ve been there to my cost.

Nowadays I am able to take a more pragmatic view and apply many of the techniques I use in my daily activity as a customer service and sales trainer. Not only is it necessary to have a clear, well-defined objective for the outcome of any conflict but more importantly, to consider things from the other’s point of view. Very often it is misunderstanding and poor communication that is the cause of the conflict and despite any assertion that one side is right, it does take two to argue. It may well be that a conversation, a letter or an e-mail has caused offence, instigating a dispute from which neither side is willing to back down.

I am mindful that in all communication the onus is on the person emitting the message to take responsibility for its effect on the recipient. Causing offence may not have been the intention but may well be the result. As well all know, some people are quick to take offence. We can’t take back things we’ve said or done but sometimes all it takes to resolve a situation is an acknowledgement that however unwittingly one or other party has caused offence or injury to the other.

This shouldn’t be a big deal, and I think it takes the bigger person to be the first to offer the olive branch. However, this can only be done when both sides approach the problem from a position of willingness to negotiate and with a clear intention to reach an outcome satisfying both sides.

Just imagine all of the time and energy we could save, in which we can all pursue more pleasurable pursuits, making us all much happier people, and in turn less likely to be the cause of conflict. As renowned author Stephen Covey would say, ‘Begin With The End In Mind’ and ‘Think Win-Win’. Not such a daft idea at all.

LENT - Feasting and Fasting

In full feasting mode, having scoffed the obligatory pancake, (I prefer mine with with just sugar and lemon), on Shrove Tuesday we now find ourselves in the middle of Lent, a time for fasting and reflection, and the absence of the feasting that both precedes and follows it.

Whatever your religion, or lack of it, our seasonal calendar, and associated holidays, are largely punctuated by key religious events surrounding the life, and death, of Jesus.

It was no surprise therefore, that at church this last week the reading was appropriately Psalm 51, the penitence psalm, one especially associated with Ash Wednesday.

I unashamedly admit to using some of the content from the sermon given by Curate Sheila Murray that morning (with her permission), where as congregants we considered the acknowledgement of our human failings, yet at the same time were urged to have faith and trust in the power of God to transform us, and the mercy to forgive.

This is something we can all learn from. None of us are perfect, and personally I’d steer well clear of anyone that thought they were. In going about our daily lives we make all manner of decisions, aiming to do our best at the time, but often failing to achieve the outcome we wanted; through our own foibles, whether due to selfishness, lack of self worth or the actions, words and influence of others with whom we share a common interest or relationship.

The word ‘ash’ has different meanings for all of us. My first thoughts were of ashes in the fire grate; all that is left after a roaring, body warming fire the night before. Strangely enough this is just about the only domestic chore I actually enjoy. For others the concept of ‘ash’ is often linked in much the same way to the end of things, a process involving pain and loss.

However, we were also asked to consider that for gardeners ashes have great fertilising properties, and in the outback in Australia they are dependent on fires to regenerate its forests. The passion flower, a native species of Australia, only survives if its germination is triggered by bush fires. The lesson learnt is that despite the dull grey pallor of ash something beautiful and colourful can grow out of it.

Many of us fast during Lent, usually giving up something material, in my case, chocolate and wine. When I do so I consider it more a test of willpower than anything else, until last year someone suggested that instead of giving something up it might be better to do something I don't usually do.

In a poem by William Arthur Ward entitled 'Fast From – Feast On' he ponders on less tangible ways that we can all either fast or feast. Here are some to reflect on as we approach Easter.

Fast from discontent; Feast on gratitude.

Fast from bitterness: Feast on forgiveness.

Fast from self-concern; Feast on compassion for others.

Fast from complaining; Feast on appreciation.

Fast from anger; Feast on patience.

Fast from lethargy: Feast on enthusiasm.

Fast from pessimism; Feast on optimism.

I can only agree with the sentiments expressed, and will be using this time, whilst looking forward to the feasting that follows, to remember that as always it is our attitude that affects the outcome of many of life's daily trials and tribulations. Bring on the easter eggs.

Linda Piggott-Vijeh

3 Rectory Court

Vicarage Hill

Combe St. Nicholas

Passion for Panto

HE’S BEHIND YOU….

As the wind and rain seem to be playing percussion on my window-panes, I’m looking forward to more of this season’s local pantos. To my mind you’d be hard pushed to find a better antidote to the winter blues. For not very much money, usually no more than £6 or £7, there can be few other ways to enjoy a night out and a good belly full of laughs; especially when at the expense of seeing Bob Dunn dressed as dressed as the dame, in this case nurse Dotty Dettol !

I’ve always been a great fan of pantomime, and have appeared in a few myself, when I still had the time to dedicate to rehearsals. It is no wonder that this form of amateur entertainment has stood the test of time. No matter what your age it is the ideal way to encourage community cohesion, and to give wannabes the chance to shine and have their fifteen minutes of fame. Whether it’s the corny jokes with a topical local twist, the thigh-slapping principal boy, or the intermission choc ices, there is something for everyone. 

This year, in a return to tradition local councillor and panto veteran, Ros Roderigo, demonstrated her directing skills once again in Cloverleaf’s production of ‘Sleeping Beauty’. Despite illness and accident leading up to the production, there was a real feel of ‘the show must go on’ as the packed house listened to the dulcet tones of leading lady Abi Cousins as Princess Rose, and Helen Rose as Fetch was a real trooper and did not allow a broken wrist to deter her from giving her all. We would have been hard pushed to believe that for Sally Nex it was her first time as an adult to appear on stage, such was enthusiasm and competence.  

No Cloverleaf production would be complete without Richard Roderigo, and although in more of a supporting role, this year was his 53^rd year on stage.

Councillor Martin Wale, as the King, and his wife Nanette, both looked most uncomfortable to find themselves parents again at such a ripe old age, and who could forget Maggie Goodall as Witch Hazel strutting her stuff like someone half her age?

The chain saws cutting a swathe through the cleverly constructed forest of thorns was a highlight, but it was the flower fairies that really did the trick, with their upside down felt flower head hats in bright spring colours. I predict a new trend in headgear this spring. You read it here first!

Many people think that going to see a pantomime is a Christmas treat, but even this late in the season there are still many local productions to be seen.

Wines to go with your Easter lamb

With a gale howling outside, and the county still under water, it's hard to believe, looking at the sodden landscape, that Spring will ever arrive, bringing with it long awaited warmer, sunnier weather.

At this time of year the joy of seeing young spring lambs gambolling in nearby fields makes me question my own ethics, but lamb is my favourite meat and I find it impossible to resist both it’s mouth watering aroma, and its diversity in the kitchen.

Easter is one of only a few occasions during the year when families seem to make the effort to get together, warranting that bit of extra effort. So for many of us, it just has to be roast lamb; if we can still afford it.

The tender, sweet and succulent flavour of young spring lamb, marries well with wines full of juicy red berry flavours. However, do remember that how the lamb is prepared and cooked will alter the specific wine needed for a good match.

Ever the optimist, here are some suggestions to put a spring in your step over the Easter holidays.

Roast spring lamb has a delicate flavour, and if red is your preference then go for a light bodied, young fruity red, a Beaujolais cru or a classic Burgundy perhaps, with bright cherry, mineral, and spice.

To go with a juicy roast, redolent with rosemary and garlic. Cabernet's minty/herbal character goes well with the grassiness of lamb; whilst Zinfandel stands up well to garlic.

Pinot Noir works well, especially if the lamb is not too lean or overcooked, or an unoaked Tempranillo, with a bright, fruity character.

I prefer the flavour of shoulder to leg (unless roasted to a succulent rare pink, on an open spit!) but it can be fatty and struggles to stand up to the bolder wines that go well with beef, clashing with the tannins, giving an unpleasant astringent taste.

So, if you go for a "big” red, it should be sufficiently barrel-aged and mature for the tannins to have mellowed, such as a Pauillac or St. Emillion . From Spain, you can't go far wrong with a Ribera del Duero.

Lamb that is cooked medium to well done will work better with a younger, more fruit-driven wine, such as a young red Bordeaux, a Rioja reserva, or a Chianti Classico, which can possess an earthiness that flatters lamb’s meaty complexity.

I'm always looking for the opportunity to plug my favourite tipple. So, if you plan to serve a dry vintage rosé champagne with your lamb, I'd be a very happy girl, and willing to accept an invite.

If white is your preference, lamb will go well with a full bodied oak aged white bordeaux, or a lightly oaked chardonnay, but steer clear of New World offerings, as these wines tend to go a bit overboard with the oak.

Not all of us are wine drinkers, so a strong Trappist beer (Orval, Chimay Rouge), or an ale such as 'Duchesse de Bourgogne' should please beer lovers.

By the time you get to pud, which may well be chocolate based and difficult to pair with wine, try the sweet red vin doux naturel, Maury, from the South of France.

For something lemony, like a tart, a late harvest riesling has the acidity to cope with the sharp tartness, and Asti is always popular, adding a festive touch.

Fleurie, Domaine Julien Sunier, Beaujolais Cru, France, 12.5%, 2011, £19.50 Medium bodied and very elegant, with lovely peppery notes on the nose, A perfect balance of fruit and acidity, with good persistence.

Vosne-Romanée, Domaine d'Eugénie, Burgundy, France, 13%, 2007, £52 This lovely fruity Pinot Noir with its gamey, earthy character, is ready for drinking. A wine with finesse.

Villa Maria - Single Vineyard Taylors Pass Pinot Noir , New Zealand, 14%, 2007, £21.90 Stylish, with a seductive perfume of red fruit and cherry. Powerful on the palate, but well balanced.

Berrys' Pauillac, Ch. Lynch Bages, Bordeaux, France, 13%, 2010, £20 Dominant blackcurrant and mint on the nose and ripe fruits on the palate. Rich and powerful, yet restrained and elegant. with a long finish.

Château Bellevue , St Emilion, Bordeaux, France, 14.5%, 2008, £40

98% Merlot, with a rich, generous nose and luscious, spicy fruit on the palate. A solid structure, yet refined.

Avaniel, Bodegas Monteabellón, Ribera del Duero, Spain, 14%, 2012, £11 Made from young Tempranillo vines, giving a fresh bold fruit character. Medium-bodied, without tannins, giving a smooth wine.

Antinori Marchese Antinori Chianti Classico Riserva, Italy, 13.5%, 2009, £16 Made from 90% Sangiovese, 10% Cabernet. Fragrant and fresh, with notes of exotic fruit and a hints of liquorice. Supple, round, and soft in texture.

Chassagne-Montrachet, Chateau de Puligny-Montrachet, Burgundy, France, 13%, 2010, £40 Chardonnay with real concentration on the palate and citric notes. Well constructed with good body, length and depth.

Chateau Brown Blanc, Pessac-Léognan, Bordeaux, France, 13%, 2010, £32 Beautifully aromatic, twith a nutty richness, smoky hazelnut notes and good acidity.

Chateau Saint Roch, Maury Rouge, France, 16%, 2011, £11 (50cl.)

100% grenache. Lovely and silky, with flavours of baked fruits, prune and cinnamon. Round on the palate, with a touch of acidity to prevent cloying.

Cloudy Bay Late Harvest Riesling, Marlborough, New Zealand, 10.5%, 2007, £22.50 (37.5cl) Indulgent, rich and aromatic; aromas of honey, nougat, and orange blossom. Luscious ripe fig and apricot, with a long finish.

Orval , Belgium, 6.2% £2.69 Limited supply, intensely aromatic, dry character, with a pronounced hoppy aroma.

Chimay Rouge, Belgium, 7%, £2.29 Unpasteurised, with a light, fruity apricot aroma. Silky on the tongue, with refreshing bitterness.

Duchesse de Bourgogne, Belgium, 6.2%, £2.79 A blend of 8 and 18 months old ales, following maturation in oak casks. Unpasteurized.

Veuve Clicquot La Grande Dame Rosé, Champagne, France, 12.5%, 2004, £240 Extraordinary Pinot Noir dominant,. Strawberry, pink grapefruit, and peppery, cinnamon notes. Exceptional smoothness and complexity.

Astrological Wines

ASTROLOGICAL WINES

Despite millions turning to their daily horoscopes, I stopped reading mine years ago; not liking the tone of the predictions. Whatever your views on traits inherited at birth, there appear to be common characteristics relating to zodiac signs.

With Pisces ruling this month, we have had a watery time, in more ways than one. So, with tongue in cheek, exploring wines and grape varieties associated with zodiac signs, seems fitting.

The zodiac can be linked to many natural objects, grape varieties being one of them, each having individual personalities. When considering the organic yearly cycle, the different vintages, and the birth of a wine, viticulture and astrology are natural partners.

Aquarius - born leaders, original thinkers, trend setters; Aquarians are also down to earth homebodies. Cool, restrained, eccentric Riesling seems perfectly matched, with good acidity, some minerality, and characteristic tar and petrol aromas. Hugel & Fils Jubilee 2007, £20, with white peach, quince and grapefruit flavours, is perfect for detached, intellectual Aquarians.

Pisces – the embodiment of water, adapting to its surroundings, moving with the tides; bringing to mind malleable Chardonnay, growing well wherever planted. I suggest Louis Jadot Meursault 2008 Burgundy £24, or notoriously difficult Pinot Noir, a sensitive red variety suited to dreamy, poetic Pisces. Louis Jadot Les Suchot 1er Cru Vosne-Romanée, 2006, £45 is worth the outlay.

Aries - fiery and adventurous, hardy and outgoing, with a penchant for trying new things, Aries is naturally attracted to exploring spicy, ruby red wines. Concha y Toro’s 'Gravas del Maipo' Syrah 2007, £56, with its forward heat, spicy pepperiness, and minty character, suits this lively, demanding sign.

Taurus - this strong-willed earth sign has a grounded sensibility, craving comfort. Unlikely to move once they've established roots, Taureans lean towards tried and tested favourites. Try a reliable well-balanced Bordeaux, Cháteau Domeyne, 2010, £18, or more rustic Marques de Riscal 'Riscal 1860' Tempranillo, £9.

Gemini – unsurprisingly, contradictory, opinionated, on the move, always gravitating towards something different. This duality conjurs up Waimea Estate Pinot Gris 2012 Nelson, £13.50, a New Zealand wine blending Old World techniques with New World pioneering methods. Likewise, Sauvignon Blanc from down under, Cloudy Bay Sauvignon Blanc 2008 Marlborough, £18.50.

Cancer - hard on the outside, softies inside, forming close bonds with others; but don’t upset them. Reminiscent of ..... Pinot Noir! Joseph Phelps Vineyards Freestone Pinot Noir, Sonoma County 2010, £32 will suit. To bring out the softer side, botrytis affected Semillon, producing luscious sweet wines, will crack Cancer’s hard shell nicely. Try Keith Tulloch Hunter Valley Botrytis Semillon 2011, £20.

Leo – always the star of the show, embracing the finer things in life; hence, a recommendation for Cabernet Sauvignon. Trefethen Family Vineyards Napa Cabernet 2008, £50, offering great value; sure to win over Leo, with its stable reliability and persistent blackcurrant, cedar and cigar-box style.

Virgo – down to earth, rarely seeking the limelight. Hard working, organised, and friend to all, Virgo likes nothing more after a hard day than unwinding with refreshing, undemanding, and low maintenance Sauvignon Blanc. The 'Justine Barbou' Domaine des Corbillieres, £16 will perk up the spirits.

Another Loire favourite, Cabernet Franc, adding backbone to many great Bordeaux Cabernet Sauvignons, fits the bill perfectly with its restrained, smooth berry flavours; around £12.

Libra - born leaders, requiring balanced, harmonious relationships; like Riesling, which needs a balanced combination of acid, sugar and texture. Trimbach 2011, £12 provides consistent quality.

Crowd pleaser Chardonnay, so eponymous it is ordered by name, like Libra, lubricates and pleases many social situations. 2011 Errazuriz Max Reserva Chardonnay, Casablanca Valley, £10, is an undemanding New World wine, balancing fruity ripeness with steely restraint.

Scorpio - can be tricky, taking time to warm to others, like the Sangiovese grape, often bitter when young, gaining fragrance with age, as with 2001 Conti Capponi Villa Calcinaia Chianti Classico Riserva, £59. Also suiting Scorpio’s intensely complex, paradoxical nature, is deep, dark, mature Zinfandel, with high alcohol levels, aromas of dried fruit, burnt rubber and pepper.

Sagittarius – outgoing, generous and bawdy, Sagittarian’s honest, direct nature suits straightforward Ridge Geyserville Zinfandel 2010 Alexander Valley, £22, with its silky texture, dark berries and flowers. "Sangiovese" means "blood of Jove", and as Jupiter rules Sagittarius, Brunello di Montalcino 2008 Banfi, £24, with its liquorice and chocolate is a full bodied alternative.

Adventurous Sagittarians will be tempted by versatile, exuberant Viognier. The 2008 Condrieu la Doraine Domaine Etienne Guigal, £50, is rich and unctuous, yet approachable.

Capricorn – stubborn patience and perseverance mark these late bloomers attracted to scaling new heights, romantically, socially and physically. Juicy 2010 Pulenta Gran Malbec, Mendoza, Argentina, £26, with its New World flair, tempered by Old World restraint, should impress.

Alternatively, Nebbiolo, Italy's pride, will suit those patiently waiting for the 2007 Barolo, Casina Bric 460, Vergne, Piedmont, £35, to reach its peak.