March's meeting with insight6, Rix & Kay, and Home Finance Solutions
For our March meeting, we welcomed three of our Hastings Chamber members to speak about the new employability laws, the power of customer feedback, and employer responsibilities.
insight6 – Paul Matthews
Kicking off the meeting was Paul Matthews, Customer Experience Specialist for Sussex and Surrey at insight6. Paul emphasised to our members the importance of customer feedback to drive business success. Interacting with our members, he asked how many of their businesses had clients, give their customers/client a good experience, receive feedback, and have a formal process in place to proactively ask customers about their experiences with their business.
“Feedback is a bit like taking medicine – it doesn’t always taste nice at the time, but it’s really important because it gets us better in the end. So, whenever we ask for feedback, we have to accept that it may not always be nice, but it’s good for us in the long run.”
Reinforcing the importance of understanding the feelings of clients, Paul shared with us his 5 top tips for gathering feedback:
1 – Take a proactive approach
If a business has no feedback process, customers can’t give their feedback. You as the business owner also can’t hear about when something isn’t right.
2 – Use the right metrics
Measure your customer satisfaction. The metric which Paul strongly suggests is the Net Promoter Score (NPS) which has two rules – the first is that it must be asked in a recommendation, for example, ‘How like are you to recommend my business?’, and the second is that it must always be on a scale from zero to ten (0-10) and not one to ten (1-10).
3 – Keep it short
Respect your customer’s time, only ask what you want to know (what you can affect or change), and never ask questions you already know the answer to like what they bought.
4 – Use what you learn to influence your people and your processes
Amazon’s Mission Statement? To be the Earth’s most customer-centric company.
5 – Use feedback to grow your business
After positive feedback is received, direct the customer to review you on platforms such as Google Reviews, Trustpilot, Tripadvisor, and if negative-feedback is received, have an email alert sent to the relevant individual.
Studies have shown that:
- 97% of consumers use online media to research before making a purchase,
- 93% of consumers say that online reviews influence their purchase decisions,
- 91% of 18- to 34-year-olds trust online reviews as much as a personal recommendation.
See the guide here for getting and using feedback in your business: https://www.insight6.com/your-ultimate-guide-to-customer-feedback/
Rix & Kay – Jenny Reardon and Elaine Abbs
Following on from Paul, we welcomed Jenny Reardon, Head of GatekeeperHR and HR Consultant, and Elaine Abbs, Employment Solicitor, from Rix & Kay to give an overview of the recent and upcoming changes in employment law. The employment law landscape in the UK is evolving, with significant changes on the horizon for businesses. Here’s what employers need to know to stay compliant and ahead of the curve:
1. Sexual Harassment: Stronger Employer Duties
From October 2024, employers will have a proactive statutory duty to prevent workplace sexual harassment, including from third parties (e.g. customers and suppliers).
What Employers Should Do:
- Implement clear policies defining harassment and setting reporting mechanisms.
- Conduct staff training on recognising and responding to harassment.
- Maintain centralised records of complaints and trends to monitor progress.
2. Statutory Sick Pay (SSP): Day-One Rights
Proposed changes include:
- SSP from Day One (instead of day four).
- Removing the Lower Earnings Limit (currently £123 per week).
- Introducing a tapered SSP rate for lower earners.
Impact on Employers:
- Train managers on absence management procedures.
- Increased sick leave costs and administrative burden.
- Need to update policies and contracts accordingly.
3. Unfair Dismissal: Changes to Day-One Rights
From autumn 2026, a modified unfair dismissal right will apply to new hires within their first nine months of employment.
Key Considerations for Employers:
- Clarify dismissal procedures within the IPE framework.
- Adjust probation periods to reflect the nine-month Initial Period of Employment (IPE).
- Train managers to document performance issues early.
4. Zero-Hours Contracts: Stricter Rules Coming
Potential changes include:
- A right to guaranteed hours based on a worker’s usual hours.
- Notice requirements for shift changes.
- Compensation for cancelled shifts.
How Employers Should Prepare:
- Improve workforce planning to manage staff scheduling efficiently.
- Assess reliance on zero-hours contracts.
- Consider alternative contract models to minimise compliance risks.
5. Flexible Working: A Day-One Right
From April 2024, employees can request flexible working from day one of employment.
Employer Obligations:
- Update policies and train managers on handling flexible working requests fairly.
- Must respond within two months and consult employees before rejecting requests.
- Can only refuse requests on reasonable grounds.
6. Fire & Rehire: Increased Scrutiny
While not yet legislated, employers should expect tighter regulations on changing employee contracts through dismissal and re-engagement.
7. Right to ‘Switch Off’ – A Future Concern?
Discussions around a right to disconnect from work-related communications outside hours are ongoing, following international trends.
Many of these changes are still under consultation, but businesses should start reviewing contracts, policies, and HR processes to stay ahead. Employers should also train managers, engage with employees, and keep an eye on updates from legal experts.
Home Finance Solutions – Tammie Cook
Finally, we heard from Tammie Cook, Co-Founder & Managing Director of Home Finance Solutions, who addressed employers’ responsibilities in supporting staff members, particularly in financial planning. She shared her a tailored support service designed to assist employees with their financial planning needs, highlighting the benefits of such initiatives for both staff well-being and overall business health.