Concierges become the guests for a day

July 12th, 2011

For the second year running, The Henley Partnership hosted a fact-finding day for Concierges from top London hotels.

The purpose of the day is to show the Concierges what Henley has to offer and to encourage them to recommend it as “must visit” for their guests. Many of the Concierges visiting this year had not been to Henley before and were enamoured with its accessibility, its beauty and its list of things to do and see.

As the female concierge from Corinthia Hotel, London writes;

“It was the first time I have ever been to Henley on Thames, and I loved it, I’ll definitely be back for a longer visit. I was really impressed by how you managed to sort out the weather too, and bring out the sun!!! Please pass on my thanks to all who combined to make the day so nice. I have a new place to personally recommend to my guests now!”

The Henley Standard, who also attended the event, said;

“It was an extremely impressive affair. It is clear all your guests were impressed and I have no doubt it will benefit the town. I also walked a couple around the town. They loved seeing Dusty Springfield’s grave and were fascinated to learn that the quaint old antique shop on the corner of Duke Street and Friday Street dates back to just 1936!”

The Little Angel, who hosted the visitors for lunch said;

“We have had good feedback and we at The Little Angel have already seen a table of 8 and a table of 4 from two of the hotels. They were sent by the concierges as a recommendation for a day out in Henley, which is fantastic. No doubt there have been, and will be, many more that we don’t actually get to hear about but we know that is going to be the case”.

#henleybiz2011 – our thinking…

July 1st, 2011

We have all been to business events in the past that fail to deliver on expectations. Time is precious for businesses and a day or half a day out of the office has to compete with other priorities. So the last thing that should happen is that attendees return home empty-handed or frustrated.

Our core aspiration is to make #henleybiz2011 practical, informative and useful. We are being ambitious but will not fall into the trap of trying to be all-things-to-all-people and failing to deliver on all counts.

Our event is intended to allow you to dip in and out of activities. If you want to stay all day, you can. There will be enough to keep you occupied. If you want to cherry-pick what is of added-value to you specifically and ignore the rest, you can also do that. We intend to register interest in our workshops and activities prior to the event so that we can manage numbers so everyone gets attention. If workshops don’t appeal to you, we will also have drop-in surgeries, opportunities to network and some lighter, more interactive activities.

Our programme, upon which we still want to consult through our on-line survey http://svy.mk/ivGZOz , is intended to address key business support issues in a way that can engage different businesses at different levels. For example, social media need not be just for the marketeer in the company. Sometimes it is interesting to see what the boss is thinking. Retail-wise, running an independent can be a daunting exercise in becoming a jack-of-all-trades. We are looking to offer elements of support that we can build upon at a later date. Think workshop plus an opportunity for a few 1-2-1s out in the town. Media-wise – how many of you have stared down the lens of a television camera? Have you promoted your business via You Tube yet?

So, you have four actions to undertake when you finish reading. (1) Book 6th October 2011 in your diary writing #henleybiz2011 in large black pen. (2) Take a look at our survey and give us an idea of what is of interest to you. (3) Tell those you know about this, and if you tweet, use our hashtag name. (4) Finally, don’t forget, practice selling your business in 60 seconds. We will explain more in due course.

Being practical about a business event…

June 30th, 2011

We have thought long and hard about how we could deliver a business event in the spirit of Henley. This market town celebrates the arts, sport, literature and music amongst other things, so why not celebrate business. Thus #henleybiz2011 was born – as an aspiration for a regular “festival” of business.

First blog, why call the business event #henleybiz2011.

The hashtag name has been chosen with a social media interactive debate in mind. Those of you who “tweet” (use Twitter) will understand that subjects that trend (i.e. get discussed by many people on-line) usually have a hashtag associated with the conversation so that others can participate. If you go to any exhibition or concert over the summer you will find that all will have a hashtag name to catch everybody’s real-time opinions. More and more this is crossing over to television programmes as well.

We want this event to be talked about. We want it to be interactive. We want it to stimulate new debates, new conversations and new commercial opportunities. Follow our conversation on Twitter with the hashtag #henleybiz2011. If you don’t use Twitter or other social media we have some interactive workshops and drop-in surgeries to get you started, as part of our event.

Book this date in your diary Thursday 6th October 2011 now!

What’s in a map?

June 7th, 2011

Be honest, how often do you use the notice boards in town? Are they useful to local residents or purely for visitors to find their way around? Do you think that they could be improved?

The town has seven notice boards (yes seven), each with a town map and a shopping map and some community information. The time has come to re-evaluate where we go with these. Wallingford had significant funding last year to install and create town notice board – wayfinders if you like.

Shopping maps are always a difficult proposition as they become almost immediately out of date, sometimes as soon as they leave the proverbial printing press. In most cases, towns usually produce a shopping guide as a leaflet that is distributed to local residents. Debates rage about the content, whether it should be supplemented by advertising, whether it should include phone numbers or email addresses. All of this takes time, resources and money – and again it is out of date as soon as…

The Henley Guide has started to address some of gaps in information. However, it would be good to have an updated business map for the town. Our thinking at the moment is as follows:

- Update the existing business town map for the notice board
- Create a simple leaflet that is based on the map that could be distributed at the riverside to encourage people to migrate from the riverside into the town for shopping, eating and drinking.

Our debates at the moment are as follows:

- How often does the information get refreshed?
- Is there a way of putting together the map by stylising the different streets rather than listing all occupants?
- Is there any link to social media that could offer updates in the period before the graphic is refreshed, where appropriate?

Let us know your thoughts.

Is there a collective noun for A-boards?

May 16th, 2011

Ok, so the commercial vacancy in your market town is manageable. Units come up but demand is high. Smaller units get recycled as more established tenants seek to expand into larger premises. New businesses find a home – either as a first venture or as a sibling operation to somewhere else in Oxfordshire or further afield.

Commercial mix is palatable. We would all like to see more and more independents but sometimes a dose of the familiar is reassuring, as long as it reflects the aspirations of the town and its demographic. In Henley, Joules, White Stuff and Waitrose seem to fit the bill.

Instead then, lets look at some of the less obvious features of everyday activity. What makes the town function as it should – or at least in line with the aspirations of those who are the most vocal locally?

First up, A-boards – those moveable structures seen hanging around in packs on our street corners and pavements. The retail version of teenagers.

The merits of A-boards are a constant debate, in Henley as well as in other towns. Their function is to advertise up-to-date offers from businesses, as well as to signpost their existence. The parameters of the debate comprise unwanted clutter on pavements and suitable alternatives.

The true alternatives to A-boards are noticeable by their absence. Hanging signs, wall-mounted boards on pilasters or changeable fascia signs are all mooted. All have benefits and caveats. Traditional hanging signs are great, but lack flexibility. A good example of using building-mounted blackboards can be seen at Café Coco in Frideswide Square in Oxford. This would not suit every business. In turn, changeable fascias would send a chill down the spine of many a planning committee!

A question that has probably not been tabled in this context is the ever-expanding merit of social media. I have thought that I might try a pilot initiative in Henley this year so will not spill the beans as yet.

A policy to outlaw the presence of A-boards is difficult at best. A capacity to enforce will always lag behind a determination to place them out on a daily basis. Instead, the author feels that a Tolerance Policy is the best shared solution. Proper boards, good English, legible writing and well-managed information that is crucially up-to-date. The million dollar question concerns their placement.

Ideally, boards should be placed perpendicular to the shopfront in question, unless there is a better option. If there is a narrow pavement then options may be restricted. The DDA and subsequent accessibility audits to which most towns are subjected are right to flag up the inevitable impact on those who are mobility impaired, have restricted sight or simply mums with buggies. Be considerate, it’s about subtle marketing, not the customer literally tripping over your latest offer.

Henley has a penchant for clustering boards together. The end of Friday Street is a case in point. The pavement here is wide. The sight lines provide good visibility for businesses in this side street. However, it looks cluttered. Is there an opportunity for collective signage? To remove them completely would surely be detrimental to the businesses affected.

As for a final thought, is there a collective noun for a cluster of A-boards? On the negative side, the author suggests “a trip”. Thinking positively, the author suggests “a menu”.

Challenging market forces

May 6th, 2011

Generally speaking, when a new retail business decides to make its home in your town it is a cause for celebration. Towns all over the country are concerned about the increasing numbers of vacant commercial units. Finding a winning formula to filling these with commercial tenants is the “holy grail”.

In recent years, everything from inward investment packs to temporary community uses and arts venues have been introduced in an effort to reduce vacancies. You would be forgiven for thinking that running a retail business is not high up on the list of aspirations. Surprisingly however, the retail sector accounts for one of the highest percentages of new business start-ups.

When your vacancy rate is relatively low you can afford to reserve judgement. Strictly speaking, unless a new retail business requires a change of use, through the planning process, to enable it to take on a commercial unit in the town centre, there is little that can be done centrally to influence whether or not it arrives in town. Few town centres have any significant grant schemes so most financial incentives must be negotiated with a prospective landlord. The rest is about flagging up commercial opportunity and a potential gap in the market.

So what should be the approach when a new business directly challenges an established independent outlet?

An impartial observer would suggest that market forces will out and that the market will decide. Customer loyalty will be tested. There will be an initial period of curiosity and then on-going success will depend on several factors that include price, customer-service and product range.

This observer would also suggest that if both businesses survive they will be stronger for the competition. In addition, the competition might actually increase the collective spend on that type of good rather than split an existing market share into smaller parcels.

Henley now has two specialist sweet shops, Little Nellie’s in Friday Street and the recent addition of Mr Simms in Reading Road. Both are independent businesses, the latter with a franchised name and brand.

The confectionery market is buoyant. As a context here are some of the statistics…

o The confectionery market in the UK is now worth approximately £5.5bn (Mintel)
o In 2009 the average household spent £52.20 per week on food and non-alcoholic drink purchases. Of this, £2.20 was spent on chocolate and confectionery (ONS)
o In an article in the Daily Mail in June 2010 it was stated that the annual spending on confectionery for children in the UK was £372 (Datamonitor)

Having spoken to both recently, it is clear that there is a lot at stake. We would suggest that you investigate both and make a judgement for yourself. Whatever your sweet fetish might be, it can be satisfied by one or both. Sugar-free sweets, party bags, chocolate, sour or liquorice – its all there, and if you are old enough will remind you of old favourites.

I remember, when I was little, being allowed to choose a bag of sweets as a weekend treat when my father bought the papers and trying to eek it out for as long as possible. It is so much more exciting going to a dedicated sweet shop than a supermarket, even for the smell. Just don’t tell the children!

What makes a good commercial mix in a market town?

April 27th, 2011

Most people would agree that a broad range of shops and services that cater for both local people and visitors is desirable.  However, the devil is obviously in the detail.  Key debates persist about the right mix of retail versus other services, about the ratio of national names to independent owner-managed businesses, and of course the balance of food and drink establishments.

As traditional town centre theory goes, each area of town should ideally have a destination store that draws footfall and encourages spin-off custom for neighbouring businesses.  (This destination store could be almost anything – it does not necessarily have to be a well-known name or an established brand).  In addition, a good mix of independent stores should be encouraged that provides some originality and some uniqueness to the offer of the town.  Add to the mix a number of food and drink establishments that cater for a range of demands and you can encourage visitors and shoppers to stay longer than they might otherwise intend.

Henley is an interesting case study.  It has low commercial vacancy compared to the national average.  It has a good share of independent or franchised stores and some well known, high quality brand names.  It also has a number of food and drink establishments that are fairly well dispersed and cater for a diverse target market.

This scenario does satisfy much of the theory.  Indeed the town is broadly successful and will continue to be so.  But it does, in turn, raise additional questions that are now being posed locally.  When is it right to try and influence market forces?  Is there a way to challenge established activities for the better?  What ad-hoc, public space or event activities will add-value to this commercial environment without damaging trade?

In subsequent blogs each question will be debated.  Your comments will be gratefully received – whether you agree or disagree.  Practical suggestions for actions and initiatives will be discussed.  The “high street” is evolving so fast and established theory challenged at every turn that nothing is now sacred. 

Footfall at Easter was up in town centres and down in out-of-town destinations.  Is this the price of petrol or local loyalty?  Social media is developing so fast that soon, if not already, more on-line searches are made through Facebook or Twitter than through search engines.  This opens up a huge opportunity for small independent stores to promote themselves cheaply and effectively.  How many are taking advantage?

Whatever new theories emerge, Henley, and its businesses, will need to take heed and look to how it, and they, play the game.

Are you feeling energetic?

March 22nd, 2011

The latest high profile event to find a home in Henley is the Challenge Henley Triathlon – or more accurately “iron distance triathlon”.   The actual race will take place on Sunday 18th September 2011 although there will be a build up of activity from the Thursday before.

This will bring significant opportunities for the town in terms of new visitors, TV coverage and opportunities for local companies and local people to get involved.  Business could sponsor key parts of the event, local accommodation providers can take advantage of the visits by athletes during training weekends or leading up to the race itself.  Local people are encouraged to participate and there is the opportunity to get involved in the race as a relay team rather than as individuals.

We are delighted to be supporting this new opportunity for the town on the basis that it is a well-thought-out event by a professional company.    Their press release information is below:

Challenge Henley www.challengehenley.com  is an iron distance triathlon, a great test of mental and physical stamina, just 40 minutes from London, which promises to be an amazing event for both competitors and spectators alike.  Henley is one of twelve races in the global Challenge Family of Races and is endorsed by Chrissie Wellington, Long Distance World Champion.

Up to twelve hundred athletes will swim 3.8k  in the Thames on the Royal Regatta Course, cycle 180k through the Chiltern Hills, followed by a 42k run through Henley and by the Thames.

Challenge Henley connects at an international, national and local level.  We have entrants from twenty countries and expect this number to grow.  Entrants will come from a broad spectrum, encompassing  everyone from Professional athletes, Club athletes to Novices.

The race can be undertaken by individuals or relay teams so a great opportunity to involve your employees, partners or members of the local community with the free places given as part of a sponsorship packages.

Our official Charity is Marie Curie Cancer Care and individuals or teams can raise sponsorship in exchange for a place.

The race will be broadcast across the world, with TV coverage in the UK coming from Channel 4 and British Eurosport.

For further information contact www.challengehenley.com

“high street” vacancy – let’s not get complacent

March 22nd, 2011

High street vacancy rates have become common-place in national and local news bulletins.  In some places figures are worryingly high - up to 1 in 7 commercial units are now empty.  This is a real cause for concern and follows a number of public sector led initiatives to support temporary lets and community or arts initiatives.

Henley is doing okay at the moment.  There are currently 14 ground-floor commercial vacancies in the centre of town.  A few have been empty for a while.  A couple are more recent additions.  14 out of 289 units gives us a percentage of 4.8% – well below the national average of 14.5%. 

There is no reason to become complacent.  We need to work together, to encourage local loyalty and to look at ways of supporting our small retailers in particular.  This could include skills and training, some retail diagnostic work or support for new social media efforts and off-site contract work.  Where retailers are new businesses, we must work closely with them to ensure that they have a strong enough business plan to take on a unit and to sustain their business in what is the most challenging retail climate for a number of years.

It is also pertinent for us to ask how landlord demands for empty units are influencing the ability for small businesses to take on new leases.  We are told that demand for commercial floorspace is buoyant.  However, are leases short enough or flexible enough to encourage new tenants?

Seeking your views…

February 28th, 2011

“Evidence of need” is a horrible phrase but in todays age of austerity it is going to be used more and more.  It often crops up in conversations about grant funding, but also in response to requests for public support for those cinderella initiatives that blur the boundaries between mainstream activity and the nice-to-do.

With regards to Henley, the opportunity to secure money from South Oxfordshire District Council , as part of their Market Town Action Plans, is an annual exercise.  It is one that requires a certain amount of negotiation backed by a demonstration of commitment and of need.  With regards to grant funding, although it is out there, there is no easy pot of money and evidence of consultation is always demanded within the application process.

The challenge is how to demonstrate this “evidence of need” without creating a project in its own right.  Consultation can be done well.  It can also be misleading if it is delivered as a one-off exercise without knowing the context of people’s responses and the personalities involved.  The trick is not to consult out of the blue but to establish an on-going and trusted means of seeking opinion across a range of issues, both mundane and important.

The Henley Partnership is keen to give you an opportunity to air your views, on an on-going basis.  The aspiration is that Partnership members, and others, will be able to access different surveys on-line.  These surveys will be short, focussed and very time-efficient as everyone has busy lives.  The feedback will be used to shape Partnership activities, present information to council committee and justify financial support to new, and existing, projects.

The first of these is on-line now and can be accessed by the link below.

http://www.surveymonkey.com/s/9YTQNTG 

Please take two minutes to let us have your views.  Thank you.