Great customer service does not come by chance. It is the result of training and ensuring there are enough assistants to serve the customers.
The Internet has heralded a revolution in our society. It has transformed the way we do business, entertain, communicate, and travel. In many ways, the change has been positive. The web has brought new freedoms, spurred economic growth, and extended the boundaries of knowledge.
I started work at 13, had three or four part-time jobs, and learnt very quickly the values of work.
Every successful high street needs a catalyst that starts making people want to come there, and independent shops can be that catalyst. If you want a new idea on the high street, you'll probably find it in an independent. I know I shouldn't say this, but new ideas rarely happen in chains. What we do is adopt it once we spot it in an independent.
A lot of multinationals have long, drawn-out processes and are pretty useless at putting products on the shelves quickly.
When I went to school, most parents wanted their children to get good A-levels, to go to university, and get a degree so your children had a better life than you. The way out of poverty was through a degree. But the whole world has moved on from that.