Archive: credit crunch

By the time I started working for Woolworths, the company was pushing its in-store ordering system big time. In Summer 2006 The Big Red Book was launched to encourage customers to make use of the ordering facility. As sales assistants, we were always encouraged to offer to order any items that weren’t in stock.

Unfortunately, the ordering system was, in my view, a customer satisfaction minefield. The system was slow, clunky and difficult to use. Worse still, the majority of times I checked for an item, it wasn’t in stock and it wasn’t available to order (latterly, it was actually a surprise if an item was in stock). Customers would often raise an eyebrow and say, “I thought you were ordering it because it wasn’t in stock.” No such logic in the Woolworths system. And the flat £4.95 charge for home delivery simply wasn’t worth it for smaller items.

The catalogue also raised customers’ expectations about what they could find in store. A customer would browse the catalogue at home, and expect to be able to find every item they wanted in store. Not so, of course — that’s why they produced a catalogue in the first place. But there were a lot of disappointed customers.

During my stint at Cumbernauld there was a problem soon after the price of pic ‘n’ mix increased. It was still being advertised in the catalogue at the lower price, and the customer demanded to be charged the lower price. I know of at least one other similar incident with another product. The company seemed to forget that producing the catalogue meant they couldn’t really increase any prices.

The Big Red Book experiment was an inept attempt to beat Argos at its own game that was doomed to fail. I have heard that the experiment was ultimately an expensive disaster, and that the ordering system was one cause of the stock availability problems. The catalogue was scrapped in late 2008 (but not before the company had already produced not one but two Christmas 2008 catalogues), but the damage had already been done.

The whole adventure is ironic given that Woolworths was an early player in the catalogue store format with its Shoppers World chain. Woolies gave up on it in the 1980s. Maybe if they persevered they would never have had to worry about Argos.

Smarty-pants analysts like to point out that retailers need things like catalogues and high online sales to survive. But where is Poundland’s online ordering system? I notice also that I can’t buy my food shopping on the Aldi and Lidl websites. Yet these three stores are all in rude health, and are expanding as though the credit crunch never happened. That’s because they focus on providing goods that customers want at low prices — not producing costly catalogues.

It’s highly notable that those currently well-performing stores are all value retailers. Once upon a time, Woolworths would have been seen as a value retailer. Somehow it took its eye off the ball. Woolies was neither a place where you would be sure to find value-for-money bargains, nor a place to buy high-quality goods. Instead, it uncomfortably took a path in the middle — a retailing no man’s land.

In fairness, the launch of the WorthIt! brand was a good stab at offering value-for-money products, and the value was indeed often impressively good. Unfortunately, this sometimes seemed to be at the expense of the main range of products.

For instance, you could always find a better range of stationery in WH Smith (even if it was more expensive there). But alarmingly, the range at Woolworths seemed to get worse since I started working there. Of course, some products had to go to make shelf space for the WorthIt! range. This meant that I could buy sets of WorthIt! notepads that were undoubtedly excellent value for money, but they weren’t quite as good as my preferred kind of mini notepads that disappeared from existence.

Meanwhile, can you believe that latterly we did not sell such basic stationery equipment as a tape dispenser? I only realised this because a customer asked me if we stocked them. I instinctively said yes (of course we do!) only to lose the spring in my step once I had led my customer to the stationery area, realising that I had not seen one in yonks. Boy, did I feel like an idiot.

There were few signs that the product range was going to improve from 2009 onwards. Among the last new products that arrived was a dummy CCTV camera. This must have been designed to be put on sale after the Christmas period, the tell-tale sign being that they came in with half price stickers plastered all over them when they were not yet half price.

Unfortunately, at full price these plastic pieces of crap that literally did nothing (the only feature of this plastic, fake CCTV camera, was a blinking LED) sold for well north of £20. Customers did not touch them with a bargepole, even when the store-wide discount sat at 90% off on the final day.

Most of our remaining stock

There they are on the bottom-right of the above photograph along with a million and one WorthIt! laundry hooks. These were among our unsold products after the shutter went down for the final time on Tuesday. In fairness to the laundry hooks, they probably sold fairly well. The only reason we had loads left was because the distribution centre sent us way too many. By that time, crisis mode was well under way, and clearly the distribution centres’ only aim was to get rid of all the stock, just chucking stuff on cages and waving goodbye.

Another of the final new products to arrive was a set of four crocus vases with crocus bulbs. Not a bad product in and of itself. The problem was that the packaging was shockingly bad. There was next to no protection for the individual vases, meaning that they rattled around inside the box, clattering against each other. This sometimes damaged not only the vases but the bulbs as well (which just sat loose on the top of the vases). If a box was dropped, it was curtains.

Worse still, the boxes came with a huge display window. Not so unusual, except for the fact that it wasn’t so much a window as a massive hole in the box. Unprotected by any kind of cellophane covering, it didn’t take too much jiggling for a vase to “accidentally” fall out of the box. A shoplifter would have had a field day with these, simply being able to inconspicuously reach in, grab a vase and pocket it.

The packaging was so poor that the whole lot ended up being scanned off the books. We took the surviving vases out and sold them separately, sans crocus bulbs, for 30p each. But what a load of money that must have gone down the drain, and all for some thoughtlessly bad packaging!

One question that many of my friends have asked me over the past couple of months is, did I see it coming? For many, it was a shock that an institution like Woolworths could even be in mild difficulty, never mind on the brink of going out of business. But the honest answer to their question was: yes, I did see it coming. And I wasn’t the only one.

What was shocking was the speed with which it did happen. I thought everyone involved would at least give Woolworths a chance over Christmas. But the depth of the trouble to hit the High Street was even greater than I had imagined, and Woolworths was essentially given its last chance in mid-November.

I was first aware of the possibility of Woolworths getting into financial difficulty being raised in early 2007. Everyone was paid to come in for an hour to attend a meeting. If memory serves, we were basically told to ensure that standards were kept high and that displays were set up how they should be. During this talk the possibility that Woolworths might go out of business was brought up.

Back then, it seemed like a distant possibility. Nonetheless, it didn’t take me long after I started working for Woolworths in July 2006 to wonder if the company might be in a spot of bother. For the entire time I worked there, our shop never had working air conditioning — and I know that ours wasn’t the only one. Apparently they couldn’t afford to fix it. Temperatures were almost unbearably high during the summer, and I frequently overheard customers mentioning the terrible heat inside the shop. That seems to me at least one possible reason why footfall may have decreased.

Meanwhile, the fact that it took six weeks for my name badge to arrive, and the fact that I never received a uniform was a sign of, if not financial problems, at least incompetence somewhere or other in the chain. (I did have a uniform, but my Woolworths polo shirt was the one given to me on the first day which I believe was my manager’s old one. I didn’t kick up a fuss because it did the job just fine. I never got a fleece though!)

Meanwhile, we ran out of basic supplies, in my view, alarmingly often. It wouldn’t surprise me if other shops ran out of stuff from time to time. But we completely ran out of carrier bags at least once and had to resort to using bin liners (a scenario which was repeated when things unravelled in December 2008). Perennially we lacked tissue paper with which to wrap fragile goods. We also often ran out of the paper we needed to make temporary price labels.

When I started I am sure we had five (or maybe even six) Piccolink “guns” — the hand held stock management devices. These reduced in number over time until at the end we had just two — and they were both broken. These devices were almost essential to do our job, and the shortage was the source of much frustration.

For a couple of months after the Christmas 2006 period, supplies of stock seemed to completely dry up. The stockroom looked pretty empty and certainly in my department we started selling the dregs of the inventory in the stockroom. At first I thought maybe it was normal for just after Christmas. But when more experienced colleagues told me they had never seen the stockroom so empty, the signs pointed to the fact that the company was facing difficulties.

After a relatively benign 2007, sales fell off a cliff throughout 2008. My workload was noticeably lower in 2008 than it was in 2007. When the credit crunch worsened that summer, I began to think it was more likely than not that Woolworths would fall victim. Things were bad for the company anyway, but if things became bad for the economy as a whole as well it was difficult to see a way out.

Any notion that top management stuck its head in the sand should be dispelled. Even though on the surface Woolworths didn’t change much, there is no doubt that they were looking for a solution. Unfortunately, they came across the wrong solutions.

It is too easy to blame the demise of Woolworths on the credit crunch. Although High Street retailers are undoubtedly feeling the effects of the current economic situation, a good business can still survive with little problem. Sure, in a more benign time when credit was more available, Woolworths would have found it easier to borrow more money to survive another year.

But unmanageable debt — all £385 million of it in Woolworths’s case — will come back to bite when times are tough. In a way, Woolworths was lucky that the past decade or so was so benign. It was given the benefit of the doubt by the favourable economic environment.

Obviously things unravelled quickly in November. It became clear that Woolworths was in talks with Hilco, a company that specialises in turning around distressed retailers, to sell the retail arm of the business for £1 and offload a significant chunk of the debt. That was a sign of extreme desperation. Woolworths was looking to get rid of its core retail business by any means, in the hope of salvaging the more profitable businesses Entertainment UK and 2 entertain.

In the end, the banks refused to back such a deal, opting instead to recover their money. The retail arm and Entertainment UK both went into administration on 26 November 2008. From a business point of view, it was a shame that a profitable, successful business like EUK had to be brought down along with the shops. That had a more-or-less direct consequence on another major retailer, Zavvi, which relied on EUK for all of its supplies.

The disappearance of Woolworths also means the disappearance of other well-loved brands. Children’s clothing brand Ladybird has a history and involvement with Woolworths stretching back to 1934. It became exclusive to Woolworths in the 1980s and was bought outright by the company in 2001.

Meanwhile, the historic toy brand Chad Valley has also fallen victim. Like Ladybird, Chad Valley has a long history going back to 1860. Chad Valley withered on the vine in the 1980s, but Woolworths bought the name in 1991 and it became the store’s own brand toy make. Administrators are hoping to sell both brand names, and I would have thought the chances of these brands surviving in some form in the future are high.

Another Woolworths brand might not be so sorely missed. The WorthIt! value range was a recent addition, only launching properly in 2007 after a trial period. I think it made a good name for itself, particularly in affordable electronic goods. The likes of WorthIt! kettles and WorthIt! microwaves flew off the shelves.

A lot of WorthIt! products were cheap and nasty though. It was difficult to suppress the giggles when WorthIt! toilet seats were returned because they cracked under the weight of enormous bahookies. I would have thought a sale of the WorthIt! brand is less likely, given that it was pretty much intrinsically tied to Woolworths, right down to the punning name.

Given that the news and most of everyone’s thoughts on current affairs are currently dominated by the problems in the global financial system, it is easy to let relatively minor things like a by-election slip your mind. But when I turned my thoughts to the upcoming Glenrothes by-election and politics in general a few days ago, it struck me that the political narrative is quite different to the way it was, say, a month ago.

It’s funny. When the credit crunch was only a moderately bad pickle, Gordon Brown seemed like an incompetent, bumbling fool. Now when it is full-on, sirens wailing, women-and-children-first time, that has changed.

He is not quite a god, but people are no longer questioning his leadership all the time. People have noticed that he seems more confident. He certainly seems to have a spring in his step. He has even been cracking jokes! And people laughed at them!

When it was only Northern Rock that had gone belly-up, Gordon Brown was regarded as an idiot. Now they’ve all gone belly-up, he is a genius! I am being facetious, although Jeff has pointed out the conflict of interest that is at play here.

Because while it was cheesy and I didn’t like it, the “it’s no time for a novice, ZING!” line worked. It made you think about who else might be in charge and no matter how bad you think Gordon Brown is, in a lot of ways it plays into the conservatism that is part of human nature. Better the devil you know.

There has been some talk about an apparent rebound in Labour’s popularity. Anthony Wells adds a significant note of caution to that.

It’s been suggested that Labour’s polling boost is confined to its heartlands. That would usually be bad news for Labour. But if it’s true that Labour’s boost is amplified in Scotland, that could potentially bring them right back in the hunt for Glenrothes.

I imagine SNP activists have always approached this by-election believing they have a fight on their hands to win the constituency. But they will surely be hugely disappointed if they lose.

For one thing, this constituency must have been on their radar anyway after they won the roughly analogous Fife Central seat in last year’s Scottish Parliament election. Then the SNP spectacularly won the Glasgow East by-election. This by-election came at a time when Labour were at their lowest ebb.

The ‘dithering’ image that Labour have built up over the past year or so was not helped much by their apparent decision to delay the by-election for as long as possible. And their choice of date (only recently announced, but rumoured for a long time) of 6 November looked an awful lot like they wanted to bury the bad news under the aftermath of the US Presidential election. They might as well have just written “we’re gonna lose!” on their election literature.

But now the decision to delay is looking a bit smarter to me. It’s really interesting because I think previously the general view was that the UK as a whole had fallen out with Brown in particular, but Scotland fell out with Labour as a whole. And the SNP’s honeymoon period in the Scottish Parliament made that double trouble for Labour. Now it looks like all of those trends may be reversing somewhat.

The rebound in Labour’s popularity and the renewed confidence in Gordon Brown’s leadership bodes well for Labour. Then there is the fact that, as Anthony Wells pointed out, there is little space for opposition parties to grab many headlines at the moment.

Of course, there are still almost four weeks to go and a lot can happen in that time. And the fact that the SNP still have a great chance of winning Glenrothes, ostensibly a safe Labour seat (no matter whether or not the SNP took Fife Central last year), shows how far Labour have fallen.

Nonetheless, today I think Labour have a much better chance of winning Glenrothes than they did, say, a month ago. And according to this blog, the bookmakers have moved away from an SNP win recently.

Common ground on Scotland's future

A series of posts

  1. Finding the common ground
  2. My view on Scotland’s constitutional future

If you haven’t read my previous post explaining what I’m trying to do here, feel free to take a look.

In this post I will set out the thinking behind my views on Scottish independence.

For what it’s worth, I think within a couple of decades the idea of the independent nation state will almost be completely alien. In a lot of ways, it already is. In an increasingly globalised world, countries are increasingly defined not in terms of their own peculiar characteristics but in terms of their relationships with other countries.

For instance, we think of countries as being members of transnational organisations. Countries are usually members of organisations such as the EU, Nato, the UN, the Commonwealth, any number of free trade blocs, special relationships… I could go on.

I have never heard it suggested that the SNP, or supporters of independence as a whole, would wish to do away with Scotland’s membership and / or use of such transnational institutions and agreements (though I’m aware that the SNP is opposed to membership of Nato — just making the point that it’s not the principle of such institutions that the SNP objects to). Nor should they. But unquestionably each of these in some way limits the independence of any country that signs up to it.

So what makes these institutions good (or at least tolerable) while Westminster is so bad? What I struggle to understand about the independence supporter’s position is why there is seemingly no part for Westminster to play in any plans for Scotland’s future.

To bring us back on to common ground, I should point out that my views are almost certainly driven by the same motivations that drive the feelings behind support for independence. Notably this would be the principle of subsidiarity, which means that decisions should be taken at as local a level as feasibly possible. As such, I would support an extension of the Scottish Parliament’s powers in many areas.

But it seems to me unreal to believe that there can be no role for Westminster; that there should be no reserved matters. One thing that is pretty neat about the UK is that most of it is made up of Great Britain, a relatively conveniently-sized island. It is certainly not too big to be adequately governed. It would seem quite silly not to take advantage of this geographical reality.

There are surely areas where the economies of scale trump subsidiarity. Foreign policy and defence might be one area, although I understand that many supporters of independence would find this difficult to swallow after the Iraq War (though a lot of people in the rest of the UK find the Iraq War difficult to swallow as well.)

National disasters could be another area. For instance, the 2001 foot-and-mouth outbreak which affected both Scotland and England with Cumbria, right on the border, especially hit hard. In such a crisis situation, if the government had to place certain restrictions, or even emergency legislation had to be passed, it would be more efficient (and less costly) for there to be just one government involved rather than have to set up meetings so that you could get multiple governments to agree to a solution.

I’m not saying that it would be impossible for multiple governments to agree. But it would surely be efficient enough to make it worthwhile for there to be a UK-wide system in place. And having two governments involved would only double the chances of there being a cock-up, there is the danger that there will be crossed wires and so forth.

Of course, we are in a bit of a crisis at the moment. Alex Salmond has made much about what an independent Scotland maybe might have possibly been able to achieve. This is mostly fantasy talk though, because we have no way of knowing how an independent Scotland would have coped (meanwhile one of an independent Scotland’s blueprints, Iceland, is facing quite acute difficulty at the moment — sorry for straying off the fluffy consensus-seeking territory there!). I suspect Salmond is only using the crisis to advocate independence, but as leader of the SNP that’s his job.

But there has been plenty of hand-wringing among commentators about how difficult it has been to get world leaders to agree on the best way to tackle this global crisis. What if some kind of major crisis hit the former members of the UK and the leaders got into a stalemate? You can say we have that in this globalised world anyway and there’s nothing we can do about it. But creating even more failure points is hardly a constructive way to approach this.

So that is, in brief, the thinking behind my view on the constitution — how I see powers being distributed between Westminster and Holyrood. I’m delighted to see that Adopted Domain has already written his take on this, and I think our viewpoints are quite similar. A good start!

So what was the top news story on Friday? Of course it was the Olympic opening ceremony. Doh! Silly me!

But what else was in the news that day? An output editor on the 6 O’Clock News BBC News at Six, Katy Searle, had a tough job picking a story.

So what else? The housing market and the strains of the credit crunch continue to claim a good slot on the Six. Today’s repossession figures are startling and on another day, could easily be our lead story.

For those of you who look beyond our shores, strong pictures of fierce fighting in the disputed region of South Ossetia will be explained and analysed. Not a natural story for the Six? With Russia threatening a robust response, it’s right to be in the show.

So apparently a war in Europe “not a natural story for the Six”. And on top of that Katy Searle feels the need to justify the possibility that the story will even be in the programme! That is despite the fact that this important story was listed behind the “credit crunch”, a “news” story that is now a year old. Jesus. Does the BBC really believe people are this stupid?

Do people tune in to the news to watch the news, or do they tune in to the news to watch highlights of a ponced-up dance routine which they can also catch earlier in the day, later in the day and on a relentless cycle on BBCi? Let me sit down and think about this!

It kind of sums up why the 6 O’Clock News has not been a bulletin to take seriously for several years now in my view. Of late is has been shaped to become the “news” for people who don’t actually want to know the news.