Staff spotlight

Going back ten years, what was the inspiration behind the company?

Stuart D: Ten years ago, the fixed and mobile markets were in their infancy. We both felt that it was a confusing time for customers and there was a definite need for good honest advice combined with a quality service.

Stuart B: I had been working for another mobile service provider for nearly eight years; let’s just say they weren’t without their faults, so I thought that it could be done better. Stuart Davis had just set Total up, so I decided to join him. My other half was very understanding, as I was leaving a reasonably well paid and secure job with no guarantees at all. You have to take a risk sometimes!
 
How has the company changed since then?

Stuart D: We have become more focused and professional in our approach, working with a wide range of best of breed suppliers to offer an array of services and build solid foundations for the future.

Stuart B: Where do I start? Although Total has grown in size, it is fundamentally still the same in many ways, as the ethos that we had at the start is still there. There are many more people than I ever envisaged, but I am really pleased with the staff we have retained through the years. It’s because of them that we still deliver the same values that we intended in the beginning.
 
How do your roles differ now?

Stuart D: My initial role in the business was to do everything from Sales and Accounting, to Customer Service and Administration - we only had two staff and one of those was me! Today I have a more focused role, planning for the future, looking at how we can improve our customer offering and grow the business in a sustainable way.

Stuart B: I’m not sure mine does, although I don’t have as much interaction with customers as I used to, which is a shame. I still take an active interest and am heavily involved in what we all do day to day. I am out there selling for the company on a regular basis, although this tends to be at a more strategic level.

What in your view is the one major advancement to technology that has had the greatest impact to Total’s customers?

Stuart D: It has to be mobile email, as approximately half of our customers now benefit from this service. It’s still growing in popularity and fast becoming a business necessity.

Stuart B: Mobile data and in particular email. You only have to look at the effect BlackBerry is having to see that.

Who do you admire?

Stuart D: Bill Gates - he gets a lot of criticism, but he saw his chance and took it. From sport I admire, Steven Gerrard of Liverpool, for his commitment, belief and ‘never give up’ attitude.

Stuart B: Winston Churchill is one person that you can’t help but admire. His single-mindedness and determination when politicians around him were faltering obviously made a huge difference to history. His views weren’t particularly liked to begin with but had he not stuck to his opinions at the time, the world may well have been a very different place.

What have been the high points for you in the last ten years?

Stuart D: Our first business award in 2003, becoming a full O2 service provider, gaining membership of the O2 Data Centre of Excellence and surviving ten years.

Stuart B: There have been many, including our first billing run as an airtime company in January 2002 (the excitement was fantastic even though we only billed £2,300), our first award (Gloucestershire Small Business of the Year) and the subsequent ones, plus accreditations such as O2 Data Centre of Excellence membership and Beacon South West status, customers experiencing the benefits of the helpdesk and YourView, watching people develop within the company and, of course, celebrating our 10th birthday.

What do you like to do in your spare time?

Stuart D: I enjoy mountain biking, renovating my house, reading books, cooking and eating out.

Stuart B: With a business to run and three children there isn’t much spare time! I do however, like to cook.

Which one item are you never without?

Stuart D: My BlackBerry, of course.

Stuart B: I’m afraid it’s my BlackBerry, although I have been making a concerted effort to turn it off at weekends and especially if I am out with the family.

What's the best bit of advice you have been given?

Stuart D: Be persistent, was the advice given to me by my Manager at Friends Provident Insurance, when I was 20 and making the move from a support role into sales.

Stuart B: Always treat people as you would expect to be treated yourself.

Describe the last ten years in five words?

Stuart D: Challenging, worthwhile, fun, exciting, educational.

Stuart B: Taxing, rewarding, interesting, fulfilling, enjoyable.

Looking ahead to the next ten years, what can Total customers look forward to?

Stuart D: The telecoms industry will go through many changes over the next five to ten years. New technology will further enable customers to become more efficient and react faster to the needs of their own customers and I believe this will offer better value for money. As a company, we will continue to keep our focus on customers’ needs and make further improvements to our customers’ experience and satisfaction.

Stuart B: We will try to form even closer partnerships with our customers, to help us focus on delivering the products and services that are appropriate and beneficial to their business needs. We will also continue to develop and improve our service offering, as we have done over the last few years and will be seeking more feedback on how our customers think we are performing.