FESSING UP

We all mess up from time to time, and in general the bigger the organisation and the wider the impact of such errors, the more likelihood there is of mistakes being made. These could of course be inadvertent or deliberate.  

We are in an era where, after having at first denied any wrongdoing in the hope that no one will find out and lay the blame, the ‘done thing’ is to apologise and hope it all goes away.  

Of course, that is not quite what happens. Certainly, when it comes to large corporations and government departments there are inherent dangers in admitting to misconduct or unlawful activity. The tendency is to close ranks and hunker down to protect the reputation of the organisation and its key personnel. In most cases the ‘easy option’, particularly for what are seen as ‘white collar’ crimes, is to hush things up and quietly remove or side-line the people concerned, often with a generous pay off, in the hope that no one is the wiser.  

Sooner or later, not having been taken to task or forced to face the full severity of the law, we see the same people resurface elsewhere with untarnished reputations.  

However, sooner or later the truth will out, and those involved in the ‘cover up’ will emerge with egg all over their faces. It is natural that as a result any level of trust that may have previously existed will be greatly diminished, and rightly so. The public does not like to be hoodwinked.  

What is interesting is that the more senior the position the offender holds, the more likely they are to escape justice. At the lower levels of our social hierarchy, there is considerably more likelihood of a prison record.  

Whilst it can be painful to admit to misjudgement or lack of oversight, what is important is to acknowledge it at the earliest opportunity and to ensure that appropriate measures are put in place to avoid repetition of the incident; and that those with an interest in the organisation are fully informed, not kept in the dark, like mushrooms. 

I am not perfect by any stretch of the imagination, but after a lifetime of trying to wriggle out of any difficulties I have found myself in, I have at last learnt to hold my hands up, confess to my failings, and move on. 

CAN YOU HAVE TOO MUCH COMMUNICATION?

 

One of the key characteristics of being sentient beings is our ability to communicate with one another. In my lifetime, the ways in which we are now able to communicate have changed beyond all recognition. The speed of such change, thanks largely to advances in technology, is increasing beyond anything that most of us can begin to imagine. In the words of poet William Davies, ‘Where do we now have the time to stop and stare? 

I am old enough to appreciate the limitations imposed by good old-fashioned pen and paper and traditional ‘snail mail’, but how much poorer will our future culture and heritage be without the written word, and spoken tales, passed down through generations, preserved for centuries?  

Somehow text messaging and emails do not quite garner the same level of regard. As the number of communication methods increases, the amount of useful and meaningful communication seems to be heading downward. 

We are now expected to make ourselves available morning, noon, and night. Although we may now have the ability to watch hundreds of TV channels at any time, from anywhere in the world, much of what is presented to us adds little to our lives.  

Likewise, the ubiquitous use of social media enables each of us our five minutes of fame, as we share every detail of our mundane lives, but much of this information exchange is trivial and meaningless. There is also a wealth of evidence that the proliferation of social media, much as it is welcomed by some, has also been the cause of many of the modern-day social problems that have emerged.   

Involved in high level recruitment in recent months, I have been struck by the focus on communication displayed by candidates for senior positions. This is all well and good, but they fail to clarify their intentions. I suspect it is more a desire to communicate their objectives and successes to the wider public, than to actively encourage others to communicate with them. It is now virtually impossible to identify and communicate directly in person with a representative of any organisation, whether by telephone, email, or post. Whilst there may be plenty of communication, it is all one way, usually accompanied by a ‘donotreply’ notification. This is not true communication, more a dictatorial style of contact.  

I receive hundreds of emails a day, most of which are of little interest to me; unlikely to engage my attention or be of benefit to me. I delete them without reading their content. If in this great age of communication, we wish to engage with our audience, those who vote for us, or give us their business, their needs to be recognition that it must be brief and to the point, appropriate and relevant to the recipient, not the sender. We want to be treated like we matter, not just another statistic or tick in the box. 

RACISM IN FOOTBALL- WHEN THE BOOT IS ON THE OTHER FOOT

With few exceptions, I have always been proud of my country. On the international stage we have always punched well above our weight. The last couple of weeks however have presented me with something of a dichotomy. I have never been much of a sports fan, but I do enjoy getting into the spirit of the moment when our sportsmen and women reach the dizzy heights of international championships; I am juts about old enough to remember 1966. 

For many years now, as a nation, we have reaped the benefits of a multi-cultural society, not least in the success of our sports personalities; not forgetting that many of them are home-grown despite the colour of their skin. Even the most jingoistic of us is quick to take on ownership, basking in the reflected glory of success. It is only when, metaphorically speaking, the boot is on the other foot that the endemic underlying xenophobia of the contemptible minority kicks in. It is at times like this that, far from feeling a sense of pride in my country and my fellow citizens, I am thoroughly disgusted. During the recent European Football Championship, the booing of English fans during the national anthems of competing nations, and in the wake of our failure to ‘bring home’ the trophy, the de-facing of the Marcus Rashford mural is despicable. The behaviour of the perpetrators disgusts me and makes me feel ashamed to be English. 

Our inability to win a football match on penalties is well recorded, but how misguided is it to use Rashford and his fellow players as the scapegoats for our failure to win?  

It seems ironic that had they been successful in driving the ball home to a winning goal, no doubt they would have been hailed as heroes. We must have zero tolerance for this pick and mix attitude towards racism. 

SCREW TOP WINES – BLAME THE FASHIONISTAS !

 

Article as seen in The Visitor - July 2021

When it comes to wine closures, I have always been a bit of a wine snob. Somehow, I just cannot share the enthusiasm of those who buy bulk wines shrouded by plastic in cardboard boxes, resort to screw tops, or heaven forbid, wine in cans! Traditionally it has been what are considered ‘New World’ wines, those from the USA, South America, South Africa, and the Antipodes that have resorted to packaging their wines in such a way.

For me, there is nothing like the feel of drawing the cork from the bottle, the satisfying ‘plop’ it gives, and as the aroma is released the anticipation of what is to follow on the tongue. Besides, surely it is far better for my wine, a natural product, to be in contact with an organic cork?

Sadly, this is no longer quite the case. I am slowly but surely being won over, if for no other reason than that it means I do not run the risk of having my corkscrew confiscated, as a potentially lethal weapon, when passing through customs.

It is easy, in the name of wine snobbery, to fall into the trap of thinking that screw top wines are inferior. Times have changed. Today, more and more winemakers are converting to this manner of sealing their bottles, and there is good reason for this.

We have only ourselves, and my generation of baby boomers, to blame. The push for an alternative method to seal bottles was largely driven by the fact that by the 1980’s demand for cork outpaced supply. In the heady days of the 1970’s and early 1980’s the fashion world went wild for cork sandals (yes, I did own a pair). As designers, willing to pay a premium price, snapped up all available resources there was precious little left for the wine industry.

Cork is a limited natural resource. There are only a few countries that grow cork trees, which need to be well into their twenties before the bark can be harvested. In addition to this, cork can only be harvested once every 9 years, with just 60% being of a quality that can be used to make wine corks; the residue is used to make other cork products. This scarcity has seen prices rocket, putting it well beyond the reach of those trying to produce modestly priced wines in an increasingly competitive market. One solution, that had disastrous results, was to use cork that was of a lower quality. Result, corked wines that were undrinkable and reputations ruined. 

Reluctantly the industry was forced to look at alternatives, including composite corks, rubber corks, and screw tops. The most impressive development for me was the glass stopper, which I first came across on a wine visit to Germany; expensive to produce but re-usable and doing away with the need for a corkscrew. Collector’s tip – corkscrews have always been a popular collectable, but as we move more towards these modern closures, the traditional corkscrew will become a thing of the past and old versions will gain in value, so hang onto them.

The use of cork to seal wine containers is a practice that has been in use for several thousand years. It was only when, in the 18th century, as glass bottles were introduced, that cork became the favoured method of sealing a wine bottle. Fine winemakers will stand by their assertion of the beneficial part that cork plays in ageing their wines. However, the negatives are increasingly outweighing the advantages.

Gradually the screw top has become the primary replacement for the standard cork, despite its drawbacks; screw tops are recyclable but not biodegradable, largely composed of non-renewable resources, and lack the satisfying ‘pop’ associated with a cork.

As consumers we continue to perpetuate the myth that screw tops are associated with inferior wine. Some winemakers also cling to the popular belief that the wine will not age properly, as screw tops do not allow the wine to ‘breathe’ in the way that traditional corks do.

An increasing number of respected winemakers are now choosing to challenge tradition. With a continued commitment and focus on quality, along with the inconsistent nature of cork, due to its variable quality, a screw top provides a measure of predictability at a time when the challenging economic environment of the wine industry has forced a new approach.

Certainly, when it comes to New World wines the vast majority are now using screw tops as the preferred alternative to corks.

When magazines like Decanter feel confident in recommending screw top wines, as they did in their April edition, then we know it is time to take notice.

https://www.decanter.com/decanter-best/screwcap-wine-10-top-choices-371124/

EDF Customer Service - Attitide is Everything

I have been in the service industry for well over 30 years, both as service provider and as a consultant trainer and assessor. In a highly competitive commercial environment, exacerbated by Covid, never has it been more important to focus on providing a high level of customer service. Frustratingly, as a consumer, during the last year or so, I have noticed a significant decline in the level of service provided across all industries, with Covid used as the excuse, which quite honestly is a blatant lie.  

When it comes to spending my money and selecting my service providers I firmly believe in the value of loyalty. As long as I receive the level of service I require, and indeed demand, then I can see no reason to switch in order to save a few pennies.  

When it comes to my electricity provider, EDF, I cannot pretend that it has all been plain sailing. A lesser person would have given up when they found their bills treble, and an additional demand for over £1,000 land on their doormat. Friends and family, recently finding themselves in a similar position, took their business elsewhere. Me? Time to get the gloves off and call customer service. Helpful? Not a bit of it. It was not until I eventually lodged a formal complaint that things started to move in the right direction. It was then that the lovely David Walker, with the lilting Welsh accent, and the exalted title of Customer Collections Advisor, got involved and put the wheels in motion to get things started in the right direction.  

I had been fiercely resistant to the installation of a Smart meter, but once David had established that he thought I was paying three times as much for my electricity as I should and explained that this was the best way to both monitor usage, and correct any mistakes, against my better judgement I agreed to go ahead. 

From then on, far from a lack of communication, I was bombarded with text messages from EDF (13), letters (6) and missed calls (countless); this over the top approach being my one area of complaint. 

As of today, two months after my initial contact, I have at last seen the issues I raised resolved. Just to be on the safe side I have asked for everything to be put in writing. 

The person I hold entirely responsible for this outcome is David Walker. If it had not been for his tenacity and commitment to providing the best possible level of customer service, there is no doubt in my mind that by now I would have joined the ranks of friends and family and switched energy provider. Employees who provide this level of customer service, often against all the callous, uncaring, corporate odds, deserve to be rewarded. I will do my level best to ensure that he is.  

Contrary to popular opinion, it is not about money, it is about attitude. It really is everything and large corporations would do well to remember that rather than maintain their constant focus on the bottom line. If you get it right, customers will remain loyal, and spread the word, and the profits will follow. Enough said. Thank you David. 

ENGLISH WINE WEEK – A TASTE OF SOMERSET

 

As we begin to ease ourselves out of lockdown and pubs and restaurants start to welcome us again, I feel it is more important than ever that we support our local businesses. Regardless of the impact on my waistline, I have been doing my bit, notching up over 20 pub meals, outside, in the last four weeks. The fact that I detest the great outdoors is testament to my commitment.

The month of June heralds the annual English Wine Week celebrations across the country. Back in the 1980s, I can well recall the mild amusement when I introduced English wines to visiting dignitaries while cooking at the British Embassy to the United Nations in New York. Thankfully, this is no longer the case. Once spoken of in derisory terms, English wines have now truly come into their own, gaining international awards, particularly when it comes to sparkling wines made by the traditional Champagne method.

Even without the prospect of the Glastonbury Festival this year, the month of June itself offers plenty of reasons for us to celebrate, including Father’s Day, the Summer Solstice and Midsummer’s Day.

Whilst many places remain closed or continue to restrict access, there are still plenty of opportunities to sample local English wines. Some sites offer tours and picnic areas suitable for a family day out, and the notion of a truly English picnic with our scrumptious local produce from small producers is very appealing. Let’s hope the weather improves!

With wine tourism increasingly providing a way to keep the pennies rolling in, some vineyards now also offer accommodation, ideal for putting up visitors and not so far to stagger to bed after a tipple or two.

By comparison with our European neighbours, English wines do not come cheap for many reasons, but at around £3-4 a glass they do offer better value than much of the cheap plonk often on offer in pubs and restaurants.

Sadly, although local ciders are readily obtainable, there seem to be few local establishments offering local wines, but after some research I was delighted to find that

Blackmore Farm at Cannington (01278 653442) does offer Oatley Vineyards wine, Jane’s. Gaining a Bronze medal in the 2020 WineGB Awards, this light-bodied wine is made from 100% Madeleine Angevine grapes which are hand-picked and fermented in stainless steel, giving a clean, crisp, dry, white wine with vibrant fruit and lemon notes. Very quaffable and a good match for spicy food. If you are able to visit the vineyard for a tour and tasting (by appointment only) there are several other of their popular wines to sample.

Nearby, Wraxall Vineyard, situated between the Mendip and Quantock Hills, offers several bottle fermented wines made by the traditional method. Their Rosé Sparkling Wine is a dry pale blush wine with a hint of wild strawberry on the nose and lovely fruit flavours, with a long finish. The Somerset Sparkling Wine is refreshingly dry wine made from a blend of Pinot Noir and Seyval Blanc, and is characterised by soft bubbles and gentle fruit flavours with a long finish.

Over at Langport, the vineyard at Higher Plot, planted in 2008 by Guy Smith and Laura Evans, has long been recognised as a special place that achieves early ripening and high-quality fruit. Here they cultivate the Burgundian grape varieties, Pinot Noir, Chardonnay and Pinot Meunier, to produce an elegant sparkling wine, which spends 2½ years in the bottle on its lees before disgorgement.

Last, but by no means least, and in keeping with the ancient tradition of making wines from wild fruits, Avalon Wines, overlooking Glastonbury Tor and the Somerset levels, is a great source for wines made from elderberry, blackberry, and plums. Although often shunned by connoisseurs, if made with care and attention, to ensure a good balance of acidity and sweetness, these wines can make a pleasant change. The many varieties on offer run the full gamut from dry to sweet. Also on offer are their fruit liqueurs which are rich and intensely flavoured, providing the perfect post-prandial finale to a fine day of celebration.

WHAT’S IN A NAME?

 

Whether we like it or not, we all bear the marks of being labelled with a name. This will usually be our given name, bestowed upon us at birth by our parents, although it is quite common that, once we reach adulthood, for this to be changed to a name of our own choosing. The name by which we are known could also be an affectionate pet name (Lilibet springs to mind in relation to QEII) or a nickname representing a characteristic of our personality or a physical attribute, or a title given by virtue of our marital status, or job.  

The question is, how important is a name? I would argue that it is very important. Certainly, there is a degree of snobbery when it comes to our Christian names. Choosing a traditional name, perhaps with royal connections, such as William, James, Charles, or Elizabeth, Charlotte, or Anne conjures up a safe, stable image, however misjudged. Match it with a double-barrelled surname, and almost unconsciously, we are automatically transported into the realms of wealth and privilege, and the assumptions that go with it. By contrast, when introduced to a Chardonnay, Jezebel, Damien or Judas we are also likely to make judgements that might be less favourable.  

Likewise, when we speak of the towns or cities in which we live their reputation goes before them in how we perceive them to be and what our own experience might be should we choose to visit them or live there.  

When the magnates of high finance decide to form a company considerable thought, lining the pockets of consultants, goes into the name and the image it portrays to potential investors and customers. Big brands, whether it be supermarkets, clothing, jewellery, cars, or sportswear, rely on the image their names invoke, and reputations can quickly be won or lost.  

Mention M&S or Waitrose and you immediately think, posh, expensive food; by contrast Lidl and Aldi are seen as downmarket. Gucci and Chanel mean luxury, whilst Primark implies downmarket, budget clothing and accessories.  

Names though can be deceptive. By buying into the concept of the brand, or the name, and its label, being the be all and end all, we are allowing ourselves to be manipulated.  

I raise the issue because recently, at a meeting of the Trustees of Ilminster’s Literary Festival, we spent some time on discussing whether or not we should change the name, on the presumption that ‘Literary Festival’ might sound rather too high brow for us to be able to widen our audience beyond our traditional supporters, along with considering how we might expand the types of events we put on. After much deliberation, given how successful the festival has been so far, now in its sixth year, we decided to go with the status quo, at least until next year.  

This year’s festival, owing to the impact of Covid will be a shortened event, held in November from 10^th – 13^th.  

Look out for details in the coming months at www.ilminsterliteraryfestival.org

It is all in the name; promoting our market town, focusing on the written word, and having fun at the same time. What’s not to love?