Infoserve Group PLC
Bringing Business to You
Archived News - August 2007
Why Finding a Dentist is No Longer Like Pulling Teeth
29th August 2007
With an average of only 3.7 dentists per 10,000 people in England and Wales, its little wonder finding a dentist of any kind—private or NHS—is an ongoing struggle for many people.
To help ease the process, local search specialist Infoserve has revamped its website getmeadentist.co.uk. In addition to providing patients with comprehensive contact details the new site will enable practices to advise people if they are currently accepting new patients.
Each dentist will also have a one page website—or spotlight page—which will inform patients which treatments are available thereby saving unnecessary phone calls.
Another interesting new feature is an ‘ask the expert’ panel, designed for anyone who has a question about a dental procedure or oral health in general. This will be particularly beneficial for those who do not have access to a dentist.
Patients can email a dentist who will answer each email personally. The most frequently asked questions will be posted on the website in an anonymous format.
Manchester–based DrSolanki, who will feature on the ‘ask the expert panel’ explained: “This is an excellent practical feature which will allow people—particularity those who don’t have access to a dentist—to find out valuable information about looking after their teeth or ask questions about procedures.”
Getmeadentist.co.uk’s product manager, Bev Freeman, explained: “The new site is all about making life as easy as possible for the patient, so we’ve introduced new features to meet patients’ changing needs.
“For example with interest in cosmetic dentistry growing quickly we’ve introduced a facility so people can search by dental procedure—such as teeth whitening or veneers—so they’ll be able to find an expert in that field quickly and easily.
“Even before the revamp we were already getting well over 100,000 hits a month, so we are expecting the new site to be even more popular with a rapic increase in visitor numbers over the coming months.”
People behind the City feature: Steve Barnes, CEO of Infoserve
29th August 2007
My formative years and CV
Armed with a degree in Politics and Sociology I entered the ‘real’ world with a yearning to go into retail or sales.
I was fortunate therefore to be given a position at Cadbury Schweppes. Actually fortunate is an understatement, as it was the luckiest move I ever made. A world leader across a multitude of brands, the company taught me so much and its ethos has stayed with me throughout my career.
It not only instilled excellent values such as integrity, dedication and professionalism, it also taught me that salesman are not born but developed. Valuable lessons which I continue to put into practice today.
Being an ambitious type I set myself a target of becoming a director before the age of 30, and I managed to achieve this when I entered the fascinating world of consumer electronics with Toshiba.
It was the start of an 18 year association within this sector, as I then went to work with Comet. The advances in technology over that period were staggering. To think that Betamax videos were all the rage and home PCs were unheard of when I joined the industry.
The next big move for me was to Pace, a company that was at the forefront of satellite television. I joined at a time when it was growing at an incredible rate and I was proud to be part of the team which successfully floated the company.
Eighteen months after the float I decided to leave the rat race and head to an island paradise off the coast of Florida. It may have been idyllic but, as everyone had warned me, I soon became bored of such a sedentary lifestyle. So I decided to do the ‘sensible’ thing and go into something I knew nothing about; I opened a restaurant.
Little did I know what hard work it would be. However, with my Cadbury Schweppes training, a bit of patter and a great team, I built an extremely successful business. For some reason I gained a reputation for being a rather eccentric Englishman and people came from miles around to meet me.
It was with sadness therefore when I said goodbye to my loyal customers for the last time and returned to the UK to be closer to my family.
Tell us about Infoserve and how you came to head the firm
Derek Oliver began Infoserve in 1999 with investment support from David Hood, both of whom are ex Pace colleagues of mine. Derek had foreseen the move from paper directories to the internet when people search for local goods, services, or products, and consequently launched one of the UK’s first online business directories in early 2000.
On returning to the UK I met up with Derek and David and they told me about their pioneering internet–based service. Naturally I was extremely impressed with the concept and, having chatted to them further, they advised me there was a sales and marketing gap within Infoserve they wanted me to fill. I did not take much persuading as this was, once again, a great opportunity to become involved at the beginning of something big. I therefore joined the Company full time in January 2004 as Managing Director, having completed several months on a consultancy basis prior to that.
Today we are AIM listed with a market cap of around £10m and with 220 employees operating from three locations, including our main call centre in Darlington.
Infoserve has firmly established itself as a major player in online local search and we now provide local marketing support for tens of thousands of SMEs. This has been helped by the fact we operate in conjunction with global brands such as Yahoo!, The Telegraph Group, Sky TV, and even the Football League club websites.
Explain your business philosophy
Cadbury Schweppes taught me that you won’t go far wrong if your business philosophy is based on integrity, honesty, passion, professionalism and team work.
If you adhere to these principles and add a quality product delivered in a professional and consistent manner, you are on to a winner.
If you weren’t doing the job you are doing now, where might you be – or where might you like to have been?
With a reputation for talking a lot, the dream job for me would be a commentator on Test Match Special on Radio 4 Long Wave (sadly now Radio 5 Live extra digital!). Cricket has always been my favourite sport to watch so I cannot imagine a better job. I would have no problem filling in an hour or two when the rain wipes out a session or two. I suppose the only downside is the amount of cake you have to eat, my dear thing!
What do you feel are the major business issues which affect Leeds and the country in general?
I know we are all proud of Leeds but there is a danger we have become complacent, some may say a little arrogant. Many in the city think we are the best but in reality the crown has slipped.
Granted the city seems to be expanding upwards at a rate of knots but, as far as I can make out, the majority of building work is to provide even more apartments. At this rate there will be more people living in the city than working in it!
In my opinion, Manchester has surged way ahead of us post the bomb. It has so much more to offer multinational businesses wanting to relocate, such as better transport infrastructure, including arterial roads, the tram and of course the airport. It also has better leisure, music and cultural facilities.
Sheffield is also a threat to Leeds as Yorkshire’s premier city. It is developing rapidly and can already boast the Supertram and a concert venue. They appear to be pushing things ahead quickly, whereas we seem to be better at talking than acting.
I have lost count of the amount of times the improvement of the route between Leeds Bradford Airport and the city centre has been discussed, the congestion issues have been raised or the feasibility studies for a concert venue have been commissioned.
In addition, even though the train service to London seems to have improved (no one knows what will happen after GNER) I still cannot catch a plane from LBA to Gatwick or City Airport. On the rare occasion when I use the plane to London it is usually half full because of the prohibitive price.
If we are to achieve further business growth we must address our transport infrastructure and leisure requirements to make Leeds a much more attractive proposition to inward investors.
Regarding the country in general, I believe the biggest issue facing UK society is the house price time bomb. Many are now relying on property for their retirement rather than investing in pension funds, believing that prices will continue to rise inexorably. Additionally, mortgages are being sanctioned at crazy levels such as eight times joint incomes! At some point in the next few years, the property ladder will be completely out of reach for all first time buyers.
Builders are not in a position to alter this as they will be unable to buy land and build at lower prices than today, thereby creating inertia at the bottom end. This will work its way right through to the top of the market where prices will inevitably fall resulting in the equity many have earmarked for their retirement being considerably eroded. This diminution in wealth will have a massive impact upon retail, leisure and manufacturing. Furthermore those most badly affected will have to rely on financial help from the government.
However painful, a substantial readjustment in house prices is essential sooner rather than later before many more people rely solely on their house to provide a ‘pot of gold’ that will take care of their retirement. It will also ensure future generations can become home owners.
If you had the power to tackle the issues listed above, how would you go about it?
Regarding Leeds, now we are no longer getting the Supertram, I would improve the public transport system by opening new railway stations in rapidly increasing commuter zones such as Apperley Bridge, with ample parking. I would also embark upon a major trunk road system linking North, South, East and West Leeds, as well as improving the transport infrastructure around the airport and train station.
So that people do not have to go to Manchester, I would immediately start six flights per day to and from Gatwick and London City at a guaranteed price of £99 each way.
I would also introduce major incentives to bring businesses to Leeds—Sheffield and Manchester have done this extraordinarily successfully over the past six to seven years.
We have a beautiful city and an extraordinarily vibrant entrepreneurial culture but we have been complacent and we must change that.
On the UK housing issue, I would embark upon a major house–building programme, including building 20 brand new towns on the outskirts of existing metropolitan areas. I would aim to build 300,000 Government subsidised dwellings per year for ten years, all of which would be eco–friendly, energy efficient, and surrounded by the necessary facilities and infrastructure to build growing, young, new communities.
Key to the success of this project would be the branding. Terms such as ‘council housing’ and ‘public housing’ would be an anathema. Instead we need to use positive words such as ‘Fresh Start’ or ‘New Generation Homes’. A well publicised, strongly branded, positively presented product would get instant public approval, and demand would be balanced by supply. The key would be to keep out the speculators, and ensure that only residents were the owners of the properties.
Looking at the business sector in Leeds, and your industry specifically, what do you feel are the challenges they face currently and how will you be addressing them?
I believe I have covered the Leeds specific issues, but in terms of UK–wide business, clearly the short and medium term prospects are very much linked to interest rates and feel–good factors. We have enjoyed a decade of growth, economic stability and general increase in prosperity. This has fed through to most business sectors, but we are probably entering a more difficult business period as the cycle changes and this will continue the pressure on older more traditional sectors, and accelerate the development of internet–related businesses. Companies like Infoserve, that embrace fully the lifestyle changes that the internet has brought us, will prosper.
Within our specific sector, searches for any product, information, goods, services, entertainment, or whatever, will increasingly move online and also to mobile devices. Our modern lifestyle of instant gratification demands up–to–date information when people want something.
The challenge for Infoserve will be to build and maintain relationships with the three million businesses across the UK contained on our database, in order that we can keep accurate and up to date information on all they do, stock, promote and sell, as well as basic information such as opening hours and telephone numbers. More than ever, information is power, and that power now lies firmly with the consumer who demands that information immediately at their fingertips.
Who in the world most impresses you a) in business and b) in life generally?
In the business world you have to be impressed by Rupert Murdoch. At 76 he maintains the vision, passion and drive to continually challenge his company. He is always asking where they need to be, and how they should change their products and services to meet the requirements of their customers. His News Corporation organisation is a global media giant because of his single–minded dedication to ensure his team tactically continue to do the right things to deliver his long–term strategy.
On a broader front my two most ‘admired’ personalities are Tiger Woods and Roger Federer. These two exemplify for me an extraordinary mix of talent, commitment, and being the very best at what they do. They are superb ambassadors for their respective sports and great role models for youngsters, as they behave impeccably and remain modest and polite at all times.
Away from the office where are we most likely to find you?
When I am not working, I enjoy socialising. I have a passion for good food and excellent wine—actually any wine. I also enjoy my golf. I am a member at Pannal but my single figure handicap is now long past and I am now an inconsistent 11. Fore!
You are hosting a dinner party and can invite one extra person from history–either living or dead. Who would you invite and why?
The answer to this is simple: JFK. For many years I have been fascinated by the man and have read much about his life and tragic death. The hope and vision he gave to a whole generation exemplifies what one man can do to change almost the whole world, and yet the fact that he was cut down so young probably says everything about the reality of life.
In many ways I feel that the untimely death of his brother Bobby may well have robbed the world of an even greater man, but still, to wine and dine with JFK would be nothing less than fascinating.