On Monday Evening, the Georgetown shop management held a public meeting in the Saints Club cinema. The purpose of the meeting was to discuss the role of the shop and to obtain feedback from its customers. The meeting was chaired by Mr. Neil Wilshere, Managing Director of Solomon & Co. (St Helena) PLC and Miss. Nicola Dillon, Shop Manager.
Mr. Wilshere welcomed all in attendance and made a few introductory comments before opening the meeting to the floor for questions and comments.
Mr. Wilshere began by saying it was important for all stakeholders in the Georgetown Shop to have a perspective, gained by understanding the past and looking to the future.
THEN…
On the 1st April 2002, the Shop was sold from AICS to Solomon & Co. (St Helena) PLC, a company in the private sector. Immediately several problems arose; the main supplier (Tesco) withdrew from Ascension, the shops long-time manager (Mr. Jenkins) then resigned and the bread supply from CSR was interrupted. At the time that 'Tesco' pulled out Solomon's received no notice and quickly acted to identify a new supply chain. The goods bought were not entirely to the satisfaction of all customers but the company remains open to customer suggestions. Immediately after the resignation of the Manager a new one was appointed from St Helena, Miss. Nicola Dillon. The discontinued supply of bread from CSR saw an estimated 10,000 loaves and 50,000 bread rolls imported from the St Helena bakery. An increase in trafficking of dry groceries from St Helena ensued as customer loyalty to the Tesco brand continued.
The criticism received from the customers was warranted said Mr. Wilshere and at the very outset the process of due diligence was not followed as rigorously as it should have been by Solomon's. He then went on to say that a strain was put on the managers and owners alike and most of all the customers who received a 'rough ride', for which he apologised saying it was Solomon's duty to solve the problems and until that time the company remains accountable for them.
NOW…
Mr Wilshere said the staff structure and staff management is now settled and running efficiently and went on to publicly thank them all for their efforts. The supply chain has grown stronger and now sees the shop receiving a range of products from South Africa and mainly the UK via the RMS. Although the shop management has been criticised for the lack of use of the MOD, Mr. Wilshere said that it is now judiciously used as a way of supplementing imports on the RMS as well as the fresh produce on the RAF flights. Changes have been made to the shop externally and internally as it has received a redecoration and an upgrade and replacement of all the computers. Two Boats Shop has opened after six years although it does not have all the facilities it once had. Mr. Wilshere said that all the functions that make a shop operate are handled by management on Ascension and not from St Helena. Since the move into the private sector the shop only receives support from A.I.W.S.A through payroll and maintenance services.
The Shop is an independent business operated for profit and will be judged by its customers.
FUTURE…
The shop forms an important and integral part of the life and society on Ascension. Its value of importance can be determined also by the amount invested by Solomon's, in excess of £300,000.00. Mr. Wilshere said this is an indication of a long-term commitment in the shop from Solomon's. The meeting, a first of its kind for the shop, indicates Solomon's willingness to act on views and comments by its customers so that long-term improvement can be achieved.
Miss. Dillon stated that a survey was carried out by Two Boats School nearly a year ago and an analysis was forwarded to her. The feedback from that survey was useful and Miss. Dillon indicated the likelihood that a follow-up survey will be commissioned.
The meeting was then opened to the floor where a range of questions were answered by both Mr. Wilshere and Miss. Dillon. Such issues included competitive pricing, price strategy, stock control (including out of date items), customer loyalty, cold storage facilities and freight costs.. Mr. Wilshere concluded the meeting at approximately 9pm stating that the questions asked were well founded. He expressed the view that as time goes by customers should re-establish confidence in the shop and that all staff and management are fully committed to ensuring the future prosperity of the shop.
Miss. Dillon told 'The Islander' that the meeting was very constructive and a lot of issues that came out of it will be used for the future.
