I suspect that you notice more change as you get older. Indeed, the last few years have certainly made me older, wiser and more acutely aware of the enormous changes in our industry that are happening right now. Whilst our industry’s fundamental principles have not changed much over the years, the way, how, when, and what are all beginning to change.
Most recently, we have seen the start of potentially different buying patterns, with consumers buying based on need and affordability rather than habit. The products we sell have also started to change. Who would have predicted 20 years ago that construction vehicles and bin lorries would now be running around full of used cooking oil? Even the how is changing, as customers transition from telephone ordering to the internet, apps and remote monitoring.
How can we deal with this change?
There are many ways to answer this question, but one of the simplest is to improve the things we have always done. For instance, we could provide better customer service, offer more information, be even more flexible, or practice safety protocols with more consideration. However, other options are more transformative, like innovation. Innovation is all about doing things differently, and it has been a cornerstone of our industry in recent years.
This year’s EXPO focuses partly on acknowledging the changing times.
One of the more important aspects is “working together”. Industries that fail to react when change happens die. More often than not, this is because their business models were flawed, and there was a lack of collective understanding that they were in a period of change, which they needed to embrace together rather than compete for what was left. A good example of this is retail.
I cannot help but feel depressed at the state of some of our high streets. But it’s encouraging to see local communities and remaining businesses responding by working together to collectively understand what has changed and what reaction is needed.
I’m sure you’ll agree the next few days in Liverpool are vital for us to work together towards achieving our common goals. Whether at the EXPO stands, conference, or over a drink or dinner, this is our opportunity to celebrate our achievements and recognise the people who have already made progress towards finding the solutions we need. Let’s make the most of this time and come together to make a positive impact.
Talking of positive impacts, it has been a great privilege to be on the judging panel for our annual awards. This year, I have been taken aback by the many nominations and the quality we have received. Some customer service stories are genuinely awe-inspiring, including going beyond the limits and, in some cases, just sheer bravery. These stories underpin why many have told me that our industry serves our customers far better than any other energy provider.
The nominations for the Young Person Award have been most gratifying. We instigated this award three years ago because we were keen to increase the number of young people in the industry and provide an outlet to recognise our young talent. I was most impressed to see nominations from customer service, sales, drivers and finance, all below the age of 26. They are all well-deserved, and all the nominees have a bright future in our industry.
But I wonder what their “when I was your age” comment will be.
I look forward to meeting many of you in Liverpool as we continue to discover and develop our answers.
Image credit: Ken Cronin
