If You Ignore Customers, Don't Be Surprised When They Shop Online. Because if Customers Feel Invisible, They Will Shop Elsewhere

A real-life lesson in customer service and why ignoring paying customers can drive shoppers straight to online retailers like Amazon.

The battle for the future of Britain's high streets is a topic that comes up regularly. 

Retailers talk about rising costs, online competition, changing consumer habits and the challenges of attracting customers through their doors.

But sometimes the biggest threat to a business isn't Amazon, eBay or any other online giant, or a supermarket. Sometimes it's simply poor customer service.

My wife and I recently experienced a perfect example.

We visited a specialist cheesemonger that we have used several times before. We weren't browsing. We had every intention of making a substantial purchase, expecting to spend somewhere between £50 and £60 on a selection of quality cheeses.

When we entered the shop there were only two members of staff present: the manager and an assistant who were both behind the counter. There were no other customers.

The assistant was engrossed in loudly reading a lengthy letter on her phone concerning the departure of the headmaster at her daughter's school. As my wife and I approached the counter, the manager glanced up and asked, "Can I help you?"

"Yes, please," I replied.

That should have been the start of a straightforward sale.

Instead, the assistant continued reading the letter aloud. At one point she even exclaimed, "Oh! I thought that was all, but there's lots more!" before carrying on. The manager appeared equally interested, asking questions and engaging in the conversation.

Meanwhile, my wife and I stood waiting.

And waiting.

And waiting.

Neither member of staff made any effort to serve us, acknowledge the delay, or even pause their discussion. Eventually we simply turned around and left.

The sale was lost.

As we walked away from the shop my wife summed it up perfectly.

"And shopkeepers wonder why people buy items on Amazon instead of using high street traders!"

Her comment struck a nerve because it highlights a truth many businesses still struggle to accept.

Customers don't just buy products. They buy experiences. They buy service. They buy convenience. They buy feeling valued.

Amazon doesn't always offer the best products, the lowest prices or the most specialist knowledge. What it does offer is efficiency. Customers click a button, place an order and receive what they need without being ignored or treated as an interruption.

Independent retailers have something Amazon can never replicate: personal service, expertise and human interaction. Yet those advantages disappear the moment staff become distracted by their phones or personal conversations.

Every customer who walks through the door is a potential sale. More importantly, they're a potential repeat customer.

In our case, two loyal long-term customers left empty-handed because two members of staff chose a school letter over a paying customer.

The lesson for businesses is simple: if customers feel invisible, they'll quickly find somewhere else to spend their money.

Incidentally, many cheesemongers have Amazon channels. To see what we mean please check out this link to our associated Amazon-powered retail shop:- https://amzn.to/4ojcYbK

One-Size-Fits-All Devolution Could Hold Back Local Business Growth, New Report Warns

As England's devolution agenda continues to gather pace, a new report is warning that a "one-size-fits-all" approach could leave many local economies struggling to reach their full potential.

The report, Everything in its right place: establishing strong organisations and practices for successful devolution, published by the independent think tank Localis in partnership with Local Partnerships, argues that ministers should move beyond simply replicating the Greater Manchester metro mayor model across the country.

Instead, it says devolution must reflect the unique economic realities of different regions if local businesses are to benefit from genuine growth opportunities.

For business owners, investors and employers, the findings could have significant implications.

Many areas of England still lack the strategic powers enjoyed by more established combined authorities. According to Localis, continuing to prioritise these mature devolved regions risks widening economic gaps between different parts of the country and leaving key decisions concentrated in Whitehall rather than in local communities.

The report argues that economic growth strategies should be tailored to local circumstances. While some regions are built around a major city, others rely on networks of towns, rural communities and local supply chains. Applying the same governance model everywhere may overlook these differences and limit the ability of local leaders to support business growth effectively.

For local firms, better-targeted devolution could mean improved transport links, more responsive skills programmes, stronger infrastructure planning and investment decisions that reflect local economic needs rather than national priorities.

One of the report's most eye-catching recommendations is a call for greater fiscal devolution. This could eventually include giving strategic authorities more control over locally raised revenues and even exploring options involving income tax or VAT distribution.

Supporters argue that greater financial autonomy would allow local leaders to invest more directly in projects that stimulate business activity, create jobs and attract inward investment.

The report also highlights the importance of clarity as local government reorganisation continues across England. With new unitary councils being created, Localis says responsibilities between councils and strategic authorities must be clearly defined before new structures become entrenched.

For businesses, this matters because uncertainty over who controls planning, transport, economic development and investment decisions can slow progress and create unnecessary barriers.

Localis senior researcher Sandy Forsyth said devolution should provide regions with the flexibility to respond to their own economic circumstances rather than being constrained by top-down structures.

The message for local businesses is clear: successful devolution isn't just about changing governance. It's about ensuring local economies have the tools, powers and resources needed to drive growth on their own terms. If policymakers get that balance right, businesses across England could be among the biggest winners.

https://www.localis.org.uk

Rural Communities Must Not Be Left in the Dark on Transport Devolution: Report

As devolved powers expand across England through Mayoral Combined Authorities (MCAs), there is growing concern that rural communities risk being left in the dark about how transport decisions will affect their daily lives, local economies and long-term prosperity.

A new report, Devolution and Transport, developed by the Rural Policy Group for Chartered Institute of Logistics and Transport (CILT(UK)), highlights the need for stronger rural representation, freight integration and greater transparency as transport powers transfer to Combined Authorities.

Jonathan Riley CMILT, member of the Rural Policy Group told That's Business: “Transport devolution is not just about governance, it has real-world consequences. 

"In rural areas, limited mobility can restrict access to jobs, education, healthcare and essential services. Poor connectivity contributes to economic stagnation, social isolation and poor mental health. For many rural residents, transport is not a convenience - it is a lifeline.

“Rural communities must not be left in the dark. If we are serious about balanced regional growth, rural voices must be at the table and success must be measured by outcomes in rural areas as well as cities.”

Freight and Cross-Border Coordination

Freight must be central to the debate. Rural roads, rail links, ports and logistics corridors underpin regional and national supply chains. Freight movements are often more nationally networked than passenger journeys, crossing Combined Authority boundaries and borders between the UK nations.

Effective coordination between MCAs - and between the nations - is therefore essential. Without it, there is a risk of fragmentation and reduced reliability across rural networks that support both local communities and urban economies. Combined Authorities must demonstrate how devolved powers will strengthen passenger connectivity and freight resilience across boundaries, not just within them.

Reform Beyond Transport

The report also recognises that transport reform is not happening in isolation. Reorganisations in policing, health and other public services may increase travel distances and uncertainty for rural residents, compounding existing challenges linked to distance and limited public transport.

This reinforces the central message: rural communities face additional pressures and must be actively listened to as reforms take shape.

Key Recommendations

The report calls for:

A clear national strategic ambition for rural areas beyond environmental protection.

Measurement of connectivity, integration and economic impact across mixed urban–rural regions.

Safeguards against urban dominance within larger Combined Authorities.

Retention of expertise from Sub-national Transport Bodies.

Systems thinking to manage cross-boundary corridors and multimodal networks.

Guaranteed baseline access to transport for rural communities and businesses.

Clear public communication on devolved powers and cross-border responsibilities.

Recognition of driver licensing pressures in rural areas - including graduated driving licences in Northern Ireland - and consideration of similar powers in Scotland ahead of the 2026 Scottish Parliament election.

Devolution presents a significant opportunity to improve connectivity and regional productivity. But it will only succeed if rural communities are informed, represented and recognised as central to economic growth — not treated as an afterthought

FACTFILE:

With over 40 years in transport, Jonathan Riley is a respected leader across rail and maritime sectors. After 12 years in management at British Rail, he moved into international consulting, supporting passenger rail franchises in the UK and major change programmes in Portugal, Greece, and Sri Lanka. At the Strategic Rail Authority, he led the 10-year rail freight plan and restructured national freight grants.

During 19 years at Serco, he expanded ferry operations in Scotland and Sweden, led the successful Caledonian Sleeper franchise bid, and procured new rolling stock—driving transformation in vital public transport services.

The Chartered Institute of Logistics and Transport (CILT) is the membership organisation for professionals leading supply chain operations for the movement of goods and people. Members of the Institute are involved in the management and design of infrastructure, systems, processes and information flows, and in the creation, management and continuous improvement of effective organisations. The work of our members adds value to people and society and directly impacts the environment, business profitability and economic growth. www.ciltuk.org.uk 

You can download the report here: https://cms.ciltuk.org.uk/media/cdugibig/cilt_expandeddevelopment.pdf

Local playlists measurably improve hotel experience. HearDis! and Motel One present music study

What people feel in a place is shaped not only by architecture, design, or service, but also by music. 

A new European pilot music study by HearDis! in collaboration with Motel One provides the first data-driven evidence of how local music influences the hotel experience. 

The results demonstrate clear positive effects on sense of place, guest satisfaction, and cultural curiosity.

HearDis! has long been creating music programmes for Motel One and The Cloud One Hotels. These playlists form part of the Motel One Group’s brand commitment to making cities and their identities holistically tangible. The study examined the measurable contribution local music makes to guests’ sense of arrival and overall quality of stay.

The findings show a strong impact of local music on the guest experience. Guests exposed to local playlists were almost three times more likely to feel connected to the destination than those listening to non-local playlists. 

Overall satisfaction also rose significantly, with guests rating their stay as good or very good rising from 66% to 79%. Local playlists also strengthened cultural curiosity and the impulse to discover new artist.

The pilot study was conducted as part of the EU-funded Horizon Europe research project OpenMusE, which investigates innovative and fair usage contexts for music across Europe. Six Motel One Group hotels participated.

Each hotel played two brand-fit music programmes across two phases, identical in atmosphere and brand alignment. The sole variable was content locality: one playlist without local references and one featuring local artists, language, or regional context. Guests and employees evaluated their experience anonymously without knowing the study purpose, enabling a reliable comparison.

“Our guests should not just stay in a city – they should truly arrive, emotionally and culturally. This study shows that music is a highly effective yet often underestimated part of the guest journey” Susan Schramm, CMO of the Motel One Group told That's Business. 

“Local music strengthens the sense of place and measurably enhances the overall experience – regardless of age, gender, or musical taste. 

"This proves that music serves as a strategic component of modern hospitality experience, which we will continue to develop and scale together with Motel One,” adds Sören Maisch, Director In-Store Music at HearDis!.

The study highlights that effectiveness is not driven by song recognition, but by music’s ability to convey the character of a place. Local playlists make a destination’s identity audible and create a cultural connection between brand, city, and traveller.

Motel One and HearDis! will further develop and expand local music programs to embed local profiles consistently along the guest journey while increasing visibility for local artists.

www.motel-one.com 

TikTok Shop launches £750,000 'Shop Local' support scheme to boost British small businesses

TikTok Shop has announced the launch of Shop Local, a support scheme to help British small and medium-sized businesses (SMBs) harvest demand for homegrown goods by using the platform to reach new audiences.

Fronted by farmer and conservationist Jimmy Doherty, the scheme will help British businesses producing local products find new customers and create new sales opportunities by utilising TikTok Shop's unique 'discovery commerce' model, where shoppers discover and buy products organically through engaging videos, live streams and creators without having to leave the app.

The launch is in response to research commissioned by TikTok Shop which reveals there's a massive demand for British goods. 

83% of people say they'd be more likely to buy British produce if it was more widely available, and three in four (75%) say they prefer locally sourced products over imports.

Yet despite this appetite, many SMBs are struggling to keep pace. Over half (52%) say running a business is harder today than it was a year ago, with nearly a third (29%) citing difficulty attracting new customers as their biggest challenge.

TikTok Shop is already a powerful sales channel in the UK, with over 200,000 SMBs selling through the platform and over 6,000 Shop Lives hosted daily. 

With demand for local products rising, TikTok Shop is investing further to help British businesses unlock growth. 

For SMBs, TikTok Shop provides a way to reach new customers nationwide - without the need for big budgets or large numbers of followers on TikTok. 

And for small businesses with high-quality British products, the For You Feed can be the ultimate shop window to go viral and drive sales.

Doherty, who is co-host of Jamie & Jimmy’s Friday Night Feast, will work alongside TikTok Shop to select five local British businesses who will each receive a dedicated support package worth over £150,000, including:

Hands-on guidance from TikTok Shop experts to get started on the platform

Mentorship for staff members on how to grow sales on TiKTok Shop

Training on how to sell through TikTok Shop LIVE

Subsidised marketing support to help promote their products

Featured promotion across TikTok Shop to reach more customers

Introductions to TikTok creators and help with getting orders to customers

PR and marketing support from TikTok to promote their business off-platform

Jimmy's Farm Shop is now live on TikTok Shop (@jimmysfarmhq)) receiving support from the platform and reaching new audiences ahead of the key Christmas trading period.

For SMBs, reaching wider audiences via online platforms is essential, with 84% saying it’s critical to their survival. 

Nearly seven in ten (67%) would consider using TikTok Shop to support their sales during the upcoming seasonal trading period¹.

Jimmy Doherty, of Jimmy's Farm told That's Business: “The Shop Local scheme is an incredible opportunity for small British businesses to take that next step into online sales with the support of TikTok Shop. 

"For us at Jimmy’s Farm, it’s particularly exciting, our products are usually only available to buy here on the farm, so this marks our first real step into online selling.”

The five chosen SMBs will follow in the footsteps of existing TikTok Shop businesses like The Fat Butcher [meat seller], The Chuckling Cheese Company [snacks, dairy], Dough Girl [bakery and sweet desserts] and The Veg Box Company [veg seller] - and the wide variety of other small companies throughout the UK using TikTok Shop to sell to thousands of customers, with 8 in 10 based outside of London.

Jan Wilk, Head of TikTok Shop UK, said: "We know the current economic climate can be challenging for small British businesses, with many experiencing a mixed financial picture. But unlike other digital shopping platforms, TikTok Shop is based on discovery commerce.

"Smaller businesses don’t need huge followings or big budgets to be seen - if you have a great British product, the For You Feed is your place to shine and find viral success, with your products and businesses able to be discovered by millions. 

"It can be a lifeline to some - and we think the Shop Local scheme, with the support of Jimmy and Jimmy's Farm, will help our British businesses find great success on TikTok Shop.”

British businesses that focus on selling locally produced goods of all types are eligible to apply to the scheme. Whether they are a bakery, fishmonger or farmer - as long as they sell British goods, aren't currently trading on TikTok Shop and have under 250 employees, they are eligible.

To enter, they simply need to create and share a TikTok video demonstrating their offering to their local community, which includes the #ShopLocalComp hashtag and tagging @TikTokShop_UK, between Tuesday, 14 October and Thursday, 13 November. Winners will be selected and contacted by 12 December for participation.

According to NielsenIQ, TikTok Shop was the fastest growing online retailer in 2024, with a 131% annual increase in the number of shoppers on TikTok Shop and a 180% year-on-year rise in revenue at the end of last year.

Eligibility & Participation

By entering the Shop Local competition, businesses confirm they meet the eligibility criteria (UK-based, under 250 employees, not currently trading on TikTok Shop, and selling locally produced goods). 

By submitting an entry, participants also agree to take part in related PR and media opportunities to promote TikTok Shop, their business, and the wider support scheme.

Why UK-Based Businesses Should Prioritise Sourcing Goods from the UK Over China

In recent years, global events have highlighted the vulnerabilities of long, complex supply chains. 

The COVID-19 pandemic, the Suez Canal blockage, Brexit, and rising geopolitical tensions have all demonstrated how dependent many UK-based businesses are on international suppliers — particularly from China. 

While Chinese manufacturing has long been seen as cost-effective, many businesses are now reconsidering their sourcing strategies.

Here’s why UK-based businesses should increasingly strive to source goods from within the UK rather than relying on imports from China.

1. Supply Chain Security and Reliability

Sourcing goods from overseas — especially from countries as distant as China — increases exposure to disruption. Delays at ports, shipping bottlenecks, and customs issues can leave businesses without the stock they need. By sourcing from within the UK, businesses benefit from:

Faster delivery times

Greater control over logistics

Fewer customs complications

A lower carbon footprint due to reduced transport

2. Support for the British Economy

Keeping procurement local directly supports UK manufacturers, farmers, and artisans. This helps:

Preserve jobs and create new ones

Encourage innovation and skills development

Keep money circulating within local economies

A strong manufacturing base at home also helps reduce dependency on foreign powers and bolsters national economic resilience.

3. Environmental Sustainability

Goods imported from China typically travel thousands of miles, generating significant carbon emissions in transit. By comparison, UK-sourced products dramatically reduce the environmental cost of logistics. Many British suppliers also follow stricter environmental regulations and are more transparent about their sustainability efforts.

For businesses with ESG goals or green credentials, local sourcing is a step toward authenticity and responsibility.

4. Higher Quality and Ethical Standards

While some Chinese suppliers offer good quality goods, there are widespread concerns over variable quality control and ethical issues, such as:

Poor labour conditions

Lack of transparency

Intellectual property risks

Poor quality. For example, a UK-based foundry closed their furnaces, made workers redundant and had their castings made in China. 

Previously they had 2.5% scrap returns on castings which they merely put into the furnaces to be remade. The Chinese foundry's scrap levels were between 15 to 20% and the faulty castings had to be returned to China. 

Eventually the UK-based company needed, at great expense, new furnaces built and new workers trained. 

UK suppliers are subject to more rigorous regulations on quality, employment standards, and business ethics. Customers are increasingly mindful of where and how products are made — and local sourcing helps meet these expectations.

5. Enhanced Brand Reputation

Consumers are more inclined to support businesses that champion local producers and demonstrate ethical sourcing. By using "Made in Britain" branding, businesses can:

Attract patriotic shoppers

Command premium pricing

Build a trustworthy, values-driven image

Local sourcing is a powerful marketing tool — especially when transparency and provenance matter to customers.

6. Agility and Customisation

Working with UK suppliers can give businesses greater flexibility in:

Product design adjustments

Smaller order quantities

Faster turnaround times

This level of responsiveness is difficult to achieve with overseas manufacturers, who may have high minimum order quantities and longer lead times.

7. Resilience to Geopolitical Risk

China’s growing involvement in global political tensions — from Taiwan to trade disputes — creates a climate of uncertainty. UK businesses relying on Chinese imports could be exposed to:

Sudden export restrictions

Tariff hikes

Political pressure and reputational risk

By sourcing domestically, businesses reduce their exposure to these risks and build a more stable operational model.

Final Thoughts

While sourcing from China may seem financially advantageous in the short term, the long-term benefits of sourcing within the UK — from environmental and ethical gains to logistical simplicity and customer appeal — often outweigh the initial savings.

UK-based businesses should view local sourcing not only as a practical decision, but as a strategic move toward sustainability, resilience, and long-term success. Supporting British producers strengthens our economy, safeguards our environment, and builds trust with consumers.

It’s time to think local, act local, and source local.

Unlocking Success: A Comprehensive Guide to Optimising Your Website for Local SEO

In today's digital age, having a strong online presence is crucial for any business looking to thrive. 

And when it comes to attracting local customers, there's no better tool in your arsenal than local search engine optimisation (SEO). 

Optimising your website for local search not only improves your visibility to nearby potential customers but also enhances your chances of converting online searches into offline sales. So, if you're ready to harness the power of local SEO, here's a comprehensive guide to help you get started.

Understanding Local SEO

Local SEO is the process of optimising your website to rank better for local searches. When users search for businesses or services near them, search engines like Google strive to deliver the most relevant results based on the searcher's location. Therefore, by optimising your website for local SEO, you increase your chances of appearing in these local search results, driving more foot traffic and leads to your business.

Key Strategies for Local SEO Optimisation

1. Claim and Optimise Your Google My Business Listing

Your Google My Business (GMB) listing is a critical component of local SEO. Claiming your listing and ensuring all information is accurate and up-to-date can significantly improve your visibility in local searches. Be sure to include your business name, address, phone number (NAP), website URL, business hours, and relevant categories. Additionally, encourage customers to leave reviews, as positive reviews can boost your credibility and rankings.

2. Optimise Your Website for Local Keywords

Research and incorporate local keywords into your website's content, meta tags, headings, and URLs. Focus on keywords that include your location and relevant terms related to your business or industry. For example, if you're a bakery in Birmingham, target keywords like "best bakery in Birmingham" or "Birmingham pastry shop."

3. Create Local Content

Developing locally-focused content not only showcases your expertise but also helps attract local audiences. Consider creating blog posts, articles, or landing pages that discuss topics relevant to your community or address local concerns. This can help establish your authority in the local market and improve your website's relevance for local searches. (But obviously keep well clear of any politics)

4. Ensure Consistent NAP Information

Consistency is key when it comes to your business's name, address, and phone number (NAP) information across the web. Ensure that your NAP information is consistent across your website, GMB listing, social media profiles, and local directories. Inconsistent NAP information can confuse search engines and negatively impact your local SEO efforts.

5. Optimise for Mobile

With the increasing use of mobile devices, optimising your website for mobile is essential for local SEO success. Ensure your website is mobile-responsive, loads quickly, and provides a seamless user experience on all devices. Mobile-friendly websites are more likely to rank higher in local search results and provide a better experience for mobile users.

6. Build Local Citations

Local citations are mentions of your business's NAP information on other websites, such as directories, review sites, and local business listings. Building consistent and accurate citations across reputable sites can help improve your local search visibility and establish trust with search engines. Be sure to claim your listings on popular platforms like Yelp, Yellow Pages, and Bing Places.

7. Encourage Customer Reviews

Positive reviews not only influence potential customers but also play a significant role in local SEO rankings. Encourage satisfied customers to leave reviews on your GMB listing and other relevant review sites. Responding to reviews, both positive and negative, shows that you value customer feedback and can help improve your reputation online.

Measure and Analyse Your Results

Finally, regularly monitor and analyze your local SEO efforts to identify what's working and what needs improvement. Use tools like Google Analytics and Google Search Console to track your website traffic, rankings, and engagement metrics. Adjust your strategies based on performance data to continually optimise your website for local search success.

Optimising your website for local SEO is a powerful way to attract nearby customers and grow your business. By claiming your Google My Business listing, optimizing your website for local keywords, creating locally-focused content, and implementing other key strategies, you can improve your visibility in local search results and drive more traffic to your business. 

Remember to stay consistent, monitor your progress, and adapt your strategies to stay ahead in the competitive world of local SEO. With dedication and strategic implementation, your business can unlock its full potential and thrive in the local market.

(Image courtesy of Kevin King (Chandana Perera) from Pixabay)