Charlotte Thorogood

Working here I have learnt so much including how to handle customer complaints (though few and far between) providing appropriate solutions and recommending alternatives, such as rescheduling and refunds if absolutely necessary. Using any negative feedback as a positive and would be fed-back into the company for a reassessment to make possible improvements.

Targets were hit every month and we would identify ways to generate ways of hitting those targets and creating new revenue even when faced with difficulties such as train strikes.

I also maintained current knowledge of company products and services to accurately answer client questions and make appropriate recommendations performed formal needs assessments for individual customers to recommend suitable goods and services.

I ventured into this business with the idea that I could create a warm and loving environment for other people’s children whilst being able to raise my own child simultaneously. I think about this time really fondly, with the relationships that I built-up with these little (and big) ones. I felt so very appreciative that I was entrusted with people’s most precious beings and I was able to nurture them on a daily basis.

There was lots of planning, goal setting, chart keeping and quick thinking. The business became such a huge success so quickly, that I hadn’t anticipated the impact it would have on my family. My family were incredibly supportive but it just became too impactful on their day-to-day life.

I enjoyed the whole process of studying too and felt very blessed that I was able to do it during lockdown. It gave me an enormous sense of purpose and having the goal of OFTED loom, made me push harder than ever - which paid off as I achieved an Outstanding award.

I happily ran a cleaning business and had done so for 14 years. The
business model changed into many different shapes over the years,
depending on my family life and what I can cope with outside of the
family home. It had been big with employees covering large areas and big projects in London and then eventually scaled down to a small but well run little business so I could keep my family life and work life balanced.

I created and designed my own website and got it live and online. I also
taught myself how to do all of my own accounts, balance books and do my tax returns.

There's a lot of aspects to what I did and cleaning strangely is only a small part of it. Creating good relationships and trust is a huge part,
strong relationships with some of my clients and some have come to
depend on me not just for cleaning but emotional support, tech support,
help advice and running errands and booking appointments. I had become so close to one of my ladies - she even came to my wedding.

I really enjoyed working here and had hoped to stay long term, but a move out of London was inevitable and then was forced to leave because of this.

I conducted regular audits, maintaining appropriate stock supplies to meet consumer demand and created weekly performance reports, analysing and interpreting data to improve day-to-day business operations.

Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution.

Opened and closed the shop most days and worked very long hours.

Working here part time from such a young age taught me a really strong work ethic and gave me the confidence to approach and speak to the general public without feeling apprehensive.

I enjoyed the interaction and feeling knowledgeable about the products I was selling and with the regular training I became the main sales person, - so much so, I was taken out of the hairdressers to work solely on the shop floor.

I learnt stock taking, answered phones, collected and processed payments. I replenished stock and processed deliveries promptly, maximising product availability for customers.

I think this shaped me as a person and gave me the confidence and ability to speak to anyone with ease.