[Applause] you may think that what you’ve heard
you may think that what you’ve heard
you may think that what you’ve heard tonight rethinking the norm is for
tonight rethinking the norm is for
tonight rethinking the norm is for extraordinary people because we have
extraordinary people because we have
extraordinary people because we have seen three extraordinary videos two
seen three extraordinary videos two
seen three extraordinary videos two amazing speakers and I want to suggest
amazing speakers and I want to suggest
amazing speakers and I want to suggest that rethinking the norm is actually
that rethinking the norm is actually
that rethinking the norm is actually quite normal and that it is for normal
quite normal and that it is for normal
quite normal and that it is for normal people like you and me and I suspect
people like you and me and I suspect
people like you and me and I suspect that Alex and Richard who spoke before
that Alex and Richard who spoke before
that Alex and Richard who spoke before me would also say that they were pretty
me would also say that they were pretty
me would also say that they were pretty normal people too we’ve heard tonight
normal people too we’ve heard tonight
normal people too we’ve heard tonight are normal people who have done
are normal people who have done
are normal people who have done extraordinary things by simply being
extraordinary things by simply being
extraordinary things by simply being normal
normal
normal rethinking the norm is how we are made
rethinking the norm is how we are made
rethinking the norm is how we are made we are all of us programmed that way if
we are all of us programmed that way if
we are all of us programmed that way if you think about it our evolution is the
you think about it our evolution is the
you think about it our evolution is the human race is one of adapting as the
human race is one of adapting as the
human race is one of adapting as the world changes around us and you couldn’t
world changes around us and you couldn’t
world changes around us and you couldn’t have wished for two better contrast and
have wished for two better contrast and
have wished for two better contrast and listening to Richard about how warfare
listening to Richard about how warfare
listening to Richard about how warfare needs to adapt and then Travis on the
needs to adapt and then Travis on the
needs to adapt and then Travis on the last rubra video in terms of moving from
last rubra video in terms of moving from
last rubra video in terms of moving from driver drug cars with drivers to
driver drug cars with drivers to
driver drug cars with drivers to driverless cars we just evolved was the
driverless cars we just evolved was the
driverless cars we just evolved was the human race all of the time sometimes it
human race all of the time sometimes it
human race all of the time sometimes it happens to us that we have to respond
happens to us that we have to respond
happens to us that we have to respond and evolve in a crisis and there’s an
and evolve in a crisis and there’s an
and evolve in a crisis and there’s an inspiring story of six children who lost
inspiring story of six children who lost
inspiring story of six children who lost their parents in 2004 in the Boxing Day
their parents in 2004 in the Boxing Day
their parents in 2004 in the Boxing Day tsunami in Sri Lanka two of the boys
tsunami in Sri Lanka two of the boys
tsunami in Sri Lanka two of the boys saved each other and their two younger
saved each other and their two younger
saved each other and their two younger siblings in the swirling seas by
siblings in the swirling seas by
siblings in the swirling seas by thinking differently and better than
thinking differently and better than
thinking differently and better than many of the adults and once they
many of the adults and once they
many of the adults and once they returned to England now orphans took the
returned to England now orphans took the
returned to England now orphans took the two brothers who were age 17 and 19
two brothers who were age 17 and 19
two brothers who were age 17 and 19 founded a business and a charity that
founded a business and a charity that
founded a business and a charity that raises funds for the children who were
raises funds for the children who were
raises funds for the children who were made homeless and parentless back in Sri
made homeless and parentless back in Sri
made homeless and parentless back in Sri Lanka and their charity is called
Lanka and their charity is called
Lanka and their charity is called orphans for orphans in less traumatic
orphans for orphans in less traumatic
orphans for orphans in less traumatic times it’s about being open to
times it’s about being open to
times it’s about being open to opportunity and we’ve heard several of
opportunity and we’ve heard several of
opportunity and we’ve heard several of those instances tonight mind-blowing
those instances tonight mind-blowing
those instances tonight mind-blowing examples of people just responding to
examples of people just responding to
examples of people just responding to opportunity thinking about rethinking
opportunity thinking about rethinking
opportunity thinking about rethinking the norm in ways that perhaps we think
the norm in ways that perhaps we think
the norm in ways that perhaps we think we couldn’t but my point is that we can
we couldn’t but my point is that we can
we couldn’t but my point is that we can because it’s what humans do all of the
because it’s what humans do all of the
because it’s what humans do all of the time and we do it in the most normal
time and we do it in the most normal
time and we do it in the most normal ways that
ways that
ways that we take it down to a very personal embed
we take it down to a very personal embed
we take it down to a very personal embed for school level whatever you eat
for school level whatever you eat
for school level whatever you eat whether you like it or not what is
whether you like it or not what is
whether you like it or not what is served to you in the dining halls I am
served to you in the dining halls I am
served to you in the dining halls I am sure that you like it more than the food
sure that you like it more than the food
sure that you like it more than the food that was served to your predecessors
that was served to your predecessors
that was served to your predecessors here over a hundred years ago somewhere
here over a hundred years ago somewhere
here over a hundred years ago somewhere in that time line the norm of horrible
in that time line the norm of horrible
in that time line the norm of horrible grisly fatty school food was rethought
grisly fatty school food was rethought
grisly fatty school food was rethought and you are now eating the new norm and
and you are now eating the new norm and
and you are now eating the new norm and if you think it’s time to rethink the
if you think it’s time to rethink the
if you think it’s time to rethink the norm again you need to find out when
norm again you need to find out when
norm again you need to find out when your new catering contract comes up or
your new catering contract comes up or
your new catering contract comes up or if you take rugby I remember listening
if you take rugby I remember listening
if you take rugby I remember listening to Sir Clive Woodward who was the coach
to Sir Clive Woodward who was the coach
to Sir Clive Woodward who was the coach who led the England rugby squad to the
who led the England rugby squad to the
who led the England rugby squad to the World Cup victory in 2003 he described
World Cup victory in 2003 he described
World Cup victory in 2003 he described passionately how the team had set
passionately how the team had set
passionately how the team had set themselves that goal of winning and then
themselves that goal of winning and then
themselves that goal of winning and then rethought the norm to get there and yes
rethought the norm to get there and yes
rethought the norm to get there and yes of course they put in hours and hours of
of course they put in hours and hours of
of course they put in hours and hours of grinding training physical training that
grinding training physical training that
grinding training physical training that was a given but what they added to their
was a given but what they added to their
was a given but what they added to their physical training was physical training
physical training was physical training
physical training was physical training for the eyes they all sat down together
for the eyes they all sat down together
for the eyes they all sat down together in the classroom and using apps that
in the classroom and using apps that
in the classroom and using apps that were specially designed on their laptops
were specially designed on their laptops
were specially designed on their laptops they physically trained their eyes and
they physically trained their eyes and
they physically trained their eyes and in the next year’s tournaments competing
in the next year’s tournaments competing
in the next year’s tournaments competing teams could not match their ball skills
teams could not match their ball skills
teams could not match their ball skills because their hand-eye coordination was
because their hand-eye coordination was
because their hand-eye coordination was world class they had rethought the norm
world class they had rethought the norm
world class they had rethought the norm of training and then when the others
of training and then when the others
of training and then when the others copied and I training became a norm they
copied and I training became a norm they
copied and I training became a norm they thought again rugby shirts I don’t know
thought again rugby shirts I don’t know
thought again rugby shirts I don’t know if you’re you’re even old enough to
if you’re you’re even old enough to
if you’re you’re even old enough to remember when when my sons played in the
remember when when my sons played in the
remember when when my sons played in the prep school they used to have rugby
prep school they used to have rugby
prep school they used to have rugby shirts that were really really heavy
shirts that were really really heavy
shirts that were really really heavy cotton and whenever they got wet or damp
cotton and whenever they got wet or damp
cotton and whenever they got wet or damp they were very very easy to grab hold of
they were very very easy to grab hold of
they were very very easy to grab hold of what Sir Clive Woodward did with the
what Sir Clive Woodward did with the
what Sir Clive Woodward did with the England rugby team in 2003 is they
England rugby team in 2003 is they
England rugby team in 2003 is they introduced lycra shirts so the shirts
introduced lycra shirts so the shirts
introduced lycra shirts so the shirts were so tight-fitting it was impossible
were so tight-fitting it was impossible
were so tight-fitting it was impossible to grab the shirts when they were being
to grab the shirts when they were being
to grab the shirts when they were being tackled and it was another thing in
tackled and it was another thing in
tackled and it was another thing in terms of rethinking the norm that helped
terms of rethinking the norm that helped
terms of rethinking the norm that helped that team win the World Cup victory in
that team win the World Cup victory in
that team win the World Cup victory in 2003 and they remained the only northern
2003 and they remained the only northern
2003 and they remained the only northern hemisphere team to have won the World
hemisphere team to have won the World
hemisphere team to have won the World Cup
Cup
Cup just by rethinking the norm I training
just by rethinking the norm I training
just by rethinking the norm I training and do redesigning their shirts but
and do redesigning their shirts but
and do redesigning their shirts but rethinking the norm doesn’t always have
rethinking the norm doesn’t always have
rethinking the norm doesn’t always have a good outcome
a good outcome
a good outcome Hitler rethought the norm for the German
Hitler rethought the norm for the German
Hitler rethought the norm for the German race and he exterminated six million
race and he exterminated six million
race and he exterminated six million Jews and the Yemen today seven million
Jews and the Yemen today seven million
Jews and the Yemen today seven million people are starving because corrupt
people are starving because corrupt
people are starving because corrupt regimes are rethinking their borders
regimes are rethinking their borders
regimes are rethinking their borders Yemen is caught in the middle and as a
Yemen is caught in the middle and as a
Yemen is caught in the middle and as a result of similar sovereign greed in
result of similar sovereign greed in
result of similar sovereign greed in Europe millions of refugees are homeless
Europe millions of refugees are homeless
Europe millions of refugees are homeless and I heard on the radio just last week
and I heard on the radio just last week
and I heard on the radio just last week two thousand boys of your own age are
two thousand boys of your own age are
two thousand boys of your own age are living under plastic sheets on Greek
living under plastic sheets on Greek
living under plastic sheets on Greek islands orphans nobody thinking about
islands orphans nobody thinking about
islands orphans nobody thinking about them at all my point is that rethinking
them at all my point is that rethinking
them at all my point is that rethinking the norm is normal and natural for human
the norm is normal and natural for human
the norm is normal and natural for human beings to do we all of us have the
beings to do we all of us have the
beings to do we all of us have the potential to do it it is innate and it’s
potential to do it it is innate and it’s
potential to do it it is innate and it’s a gift in every single one of us and you
a gift in every single one of us and you
a gift in every single one of us and you can do it well and you can create great
can do it well and you can create great
can do it well and you can create great value or you can do it extraordinarily
value or you can do it extraordinarily
value or you can do it extraordinarily badly and create evil and I’d like to
badly and create evil and I’d like to
badly and create evil and I’d like to think that you will do it well but how
think that you will do it well but how
think that you will do it well but how how do you rethink the norm first of all
how do you rethink the norm first of all
how do you rethink the norm first of all it is not about having brilliant ideas
it is not about having brilliant ideas
it is not about having brilliant ideas it’s more about an approach to life and
it’s more about an approach to life and
it’s more about an approach to life and I wrote this before
I wrote this before
I wrote this before I heard Richards and Alex particularly
I heard Richards and Alex particularly
I heard Richards and Alex particularly speak this evening and they used work
speak this evening and they used work
speak this evening and they used work the same words that I’ve written I wrote
the same words that I’ve written I wrote
the same words that I’ve written I wrote it is about being curious and about
it is about being curious and about
it is about being curious and about being open to opportunities and being
being open to opportunities and being
being open to opportunities and being persistent in following them up and that
persistent in following them up and that
persistent in following them up and that was what Alex was talking about he was
was what Alex was talking about he was
was what Alex was talking about he was constantly curious about how he was
constantly curious about how he was
constantly curious about how he was going to achieve this dream and he was
going to achieve this dream and he was
going to achieve this dream and he was persistent
persistent
persistent he said don’t get hung up at the
he said don’t get hung up at the
he said don’t get hung up at the research stage keep going and then at
research stage keep going and then at
research stage keep going and then at some stage you turned them into a goal
some stage you turned them into a goal
some stage you turned them into a goal just like the rugby team did that is a
just like the rugby team did that is a
just like the rugby team did that is a positive one and one that helps others
positive one and one that helps others
positive one and one that helps others as you go and I want to share with you
as you go and I want to share with you
as you go and I want to share with you one of my examples which is about
one of my examples which is about
one of my examples which is about rethinking the norm of an organization
rethinking the norm of an organization
rethinking the norm of an organization when I joined the post office 10 years
when I joined the post office 10 years
when I joined the post office 10 years ago we were closing branches there had
ago we were closing branches there had
ago we were closing branches there had been 30,000 post offices in the UK every
been 30,000 post offices in the UK every
been 30,000 post offices in the UK every single community had won the decade
single community had won the decade
single community had won the decade decade also before I joined 15,000 of
decade also before I joined 15,000 of
decade also before I joined 15,000 of those had been closed because successive
those had been closed because successive
those had been closed because successive governments couldn’t make them pay and
governments couldn’t make them pay and
governments couldn’t make them pay and the thinking I suppose it was rethinking
the thinking I suppose it was rethinking
the thinking I suppose it was rethinking the norm in a sense was if they closed
the norm in a sense was if they closed
the norm in a sense was if they closed half the post offices then the customers
half the post offices then the customers
half the post offices then the customers would have to go to the other half
would have to go to the other half
would have to go to the other half and they would then be successful but it
and they would then be successful but it
and they would then be successful but it still didn’t work and when I joined with
still didn’t work and when I joined with
still didn’t work and when I joined with 15,000 post offices remaining my first
15,000 post offices remaining my first
15,000 post offices remaining my first job was to close another two and a half
job was to close another two and a half
job was to close another two and a half thousand and it was really hard my teams
thousand and it was really hard my teams
thousand and it was really hard my teams had to go to public meetings in village
had to go to public meetings in village
had to go to public meetings in village halls working men’s clubs on remote
halls working men’s clubs on remote
halls working men’s clubs on remote islands off the coast of Scotland to be
islands off the coast of Scotland to be
islands off the coast of Scotland to be bullied and shouted at treated
bullied and shouted at treated
bullied and shouted at treated unpleasantly even by members of
unpleasantly even by members of
unpleasantly even by members of Parliament’s and councillors who should
Parliament’s and councillors who should
Parliament’s and councillors who should have known better
have known better
have known better because in many cases it was their
because in many cases it was their
because in many cases it was their political parties that she decided on
political parties that she decided on
political parties that she decided on the closures and in the face of such
the closures and in the face of such
the closures and in the face of such hostility I my colleagues still had to
hostility I my colleagues still had to
hostility I my colleagues still had to close down two and a half thousand post
close down two and a half thousand post
close down two and a half thousand post offices and then even worse because
offices and then even worse because
offices and then even worse because there were now fewer post offices many
there were now fewer post offices many
there were now fewer post offices many of my colleagues lost their own jobs
of my colleagues lost their own jobs
of my colleagues lost their own jobs because it had been their jobs to manage
because it had been their jobs to manage
because it had been their jobs to manage post offices it was soul destroying and
post offices it was soul destroying and
post offices it was soul destroying and it didn’t really make any sense because
it didn’t really make any sense because
it didn’t really make any sense because nobody wanted the post offices to close
nobody wanted the post offices to close
nobody wanted the post offices to close communities were desperate to keep them
communities were desperate to keep them
communities were desperate to keep them open online sales were just beginning to
open online sales were just beginning to
open online sales were just beginning to take off in the UK and we needed places
take off in the UK and we needed places
take off in the UK and we needed places to pick up and to drop off parcels old
to pick up and to drop off parcels old
to pick up and to drop off parcels old people still wanted to collect their
people still wanted to collect their
people still wanted to collect their pensions Social Security payments had to
pensions Social Security payments had to
pensions Social Security payments had to be made to people who have no work and
be made to people who have no work and
be made to people who have no work and even today when pensions and benefit
even today when pensions and benefit
even today when pensions and benefit payments are paid direct into bank
payments are paid direct into bank
payments are paid direct into bank accounts there are still two to three
accounts there are still two to three
accounts there are still two to three million people who live in what is
million people who live in what is
million people who live in what is called the cash economy and cannot get
called the cash economy and cannot get
called the cash economy and cannot get bank accounts for whatever reason
bank accounts for whatever reason
bank accounts for whatever reason talking about cash the post office puts
talking about cash the post office puts
talking about cash the post office puts 40 billion pounds of the cash into the
40 billion pounds of the cash into the
40 billion pounds of the cash into the UK economy I run the post offices but I
UK economy I run the post offices but I
UK economy I run the post offices but I also run a big cash distribution
also run a big cash distribution
also run a big cash distribution business we have armored vehicles that
business we have armored vehicles that
business we have armored vehicles that take cash 14 pence in every pound in
take cash 14 pence in every pound in
take cash 14 pence in every pound in your pocket comes through a post office
your pocket comes through a post office
your pocket comes through a post office at some stage or other we were and we
at some stage or other we were and we
at some stage or other we were and we still are the biggest Bureau Deshawn so
still are the biggest Bureau Deshawn so
still are the biggest Bureau Deshawn so travel money when you go on holiday that
travel money when you go on holiday that
travel money when you go on holiday that majority 25% of people get it from the
majority 25% of people get it from the
majority 25% of people get it from the post office we were and still are one of
post office we were and still are one of
post office we were and still are one of the oldest and most trusted savings
the oldest and most trusted savings
the oldest and most trusted savings banks we check passports we provide
banks we check passports we provide
banks we check passports we provide biometric identities nowadays
biometric identities nowadays
biometric identities nowadays fingerprints electronic signatures
fingerprints electronic signatures
fingerprints electronic signatures biometric photo capture iris recognition
biometric photo capture iris recognition
biometric photo capture iris recognition and we sell stamps post offices are
and we sell stamps post offices are
and we sell stamps post offices are vital to communities and it did not make
vital to communities and it did not make
vital to communities and it did not make any sense
any sense
any sense to close them at all and I’ll tell you
to close them at all and I’ll tell you
to close them at all and I’ll tell you what we did by rethinking the norm for
what we did by rethinking the norm for
what we did by rethinking the norm for the whole organization in just a moment
the whole organization in just a moment
the whole organization in just a moment but I want to tell you first of all
but I want to tell you first of all
but I want to tell you first of all about Gladys Gladys lives in a very
about Gladys Gladys lives in a very
about Gladys Gladys lives in a very rundown area of Manchester what the
rundown area of Manchester what the
rundown area of Manchester what the politicians call urban deprived she is
politicians call urban deprived she is
politicians call urban deprived she is poor Gladys has to manage from week to
poor Gladys has to manage from week to
poor Gladys has to manage from week to week on her old-age pension of a hundred
week on her old-age pension of a hundred
week on her old-age pension of a hundred and thirteen pounds and ten pence and I
and thirteen pounds and ten pence and I
and thirteen pounds and ten pence and I visited the post office that Gladys uses
visited the post office that Gladys uses
visited the post office that Gladys uses it is inside a shopping precinct
it is inside a shopping precinct
it is inside a shopping precinct opposite and asked a supermarket when
opposite and asked a supermarket when
opposite and asked a supermarket when customers come into the post office they
customers come into the post office they
customers come into the post office they often bring in their big shopping
often bring in their big shopping
often bring in their big shopping trolleys with them because if they left
trolleys with them because if they left
trolleys with them because if they left them outside frankly someone might Nick
them outside frankly someone might Nick
them outside frankly someone might Nick their shopping because it’s that kind of
their shopping because it’s that kind of
their shopping because it’s that kind of place so as you walk into this post
place so as you walk into this post
place so as you walk into this post office particularly with a supermarket
office particularly with a supermarket
office particularly with a supermarket shopping trolley there was a bench on
shopping trolley there was a bench on
shopping trolley there was a bench on the right-hand side just by the door as
the right-hand side just by the door as
the right-hand side just by the door as she walked in and I said I was I just
she walked in and I said I was I just
she walked in and I said I was I just joined the post office probably been
joined the post office probably been
joined the post office probably been there a year or so and I was in charge
there a year or so and I was in charge
there a year or so and I was in charge of the branches and I said to the
of the branches and I said to the
of the branches and I said to the manager look it’s fine if customers
manager look it’s fine if customers
manager look it’s fine if customers bring their shopping trolleys in I
bring their shopping trolleys in I
bring their shopping trolleys in I completely understand why they would do
completely understand why they would do
completely understand why they would do that but if you just move that bench
that but if you just move that bench
that but if you just move that bench they’ll have more room and he looked at
they’ll have more room and he looked at
they’ll have more room and he looked at me in the way that people look at you
me in the way that people look at you
me in the way that people look at you and you know you says something really
and you know you says something really
and you know you says something really seriously wrong and he said that’s
seriously wrong and he said that’s
seriously wrong and he said that’s Gladys is bench Gladys has no family no
Gladys is bench Gladys has no family no
Gladys is bench Gladys has no family no want to look after her she lives in one
want to look after her she lives in one
want to look after her she lives in one of the roughest streets around that post
of the roughest streets around that post
of the roughest streets around that post office and she comes in to our post
office and she comes in to our post
office and she comes in to our post office every day to eat her lunch on
office every day to eat her lunch on
office every day to eat her lunch on that bench and you’ll be very pleased to
that bench and you’ll be very pleased to
that bench and you’ll be very pleased to know that the bench is still there that
know that the bench is still there that
know that the bench is still there that manager was rethinking the norm his job
manager was rethinking the norm his job
manager was rethinking the norm his job was to run an efficient post office but
was to run an efficient post office but
was to run an efficient post office but he knew that if he took the bench away
he knew that if he took the bench away
he knew that if he took the bench away he would lose his chance to keep an eye
he would lose his chance to keep an eye
he would lose his chance to keep an eye out for Gladys and we know from the
out for Gladys and we know from the
out for Gladys and we know from the research that we do that 95% of post
research that we do that 95% of post
research that we do that 95% of post officers do that kind of thing all
officers do that kind of thing all
officers do that kind of thing all around the country it’s called social
around the country it’s called social
around the country it’s called social and na and economic value and the
and na and economic value and the
and na and economic value and the government has valued it at 4.5 billion
government has valued it at 4.5 billion
government has valued it at 4.5 billion pounds it isn’t just caring about people
pounds it isn’t just caring about people
pounds it isn’t just caring about people though because actually if you think
though because actually if you think
though because actually if you think about it Gladys coming into that post
about it Gladys coming into that post
about it Gladys coming into that post office every day to eat her lunch keeps
office every day to eat her lunch keeps
office every day to eat her lunch keeps Gladys going it keeps her physically
Gladys going it keeps her physically
Gladys going it keeps her physically it keeps her mentally fit but what we do
it keeps her mentally fit but what we do
it keeps her mentally fit but what we do isn’t just about that caring side of
isn’t just about that caring side of
isn’t just about that caring side of people there’s a very strong financial
people there’s a very strong financial
people there’s a very strong financial edge as well so for instance the post
edge as well so for instance the post
edge as well so for instance the post office has helped thousands of new eBay
office has helped thousands of new eBay
office has helped thousands of new eBay businesses grow because if you’re
businesses grow because if you’re
businesses grow because if you’re selling products on eBay you need
selling products on eBay you need
selling products on eBay you need somewhere to drop off your parcels and
somewhere to drop off your parcels and
somewhere to drop off your parcels and for them to be collected and as they
for them to be collected and as they
for them to be collected and as they grow they also bring in work to the post
grow they also bring in work to the post
grow they also bring in work to the post offices and to the adjacent retail shops
offices and to the adjacent retail shops
offices and to the adjacent retail shops that the post offices are inside so all
that the post offices are inside so all
that the post offices are inside so all of this comes back to it didn’t make any
of this comes back to it didn’t make any
of this comes back to it didn’t make any sense to be closing post offices and
sense to be closing post offices and
sense to be closing post offices and despite having tried closing them the
despite having tried closing them the
despite having tried closing them the government was still losing three years
government was still losing three years
government was still losing three years ago 115 million pounds and were
ago 115 million pounds and were
ago 115 million pounds and were subsidizing this to the tune of a
subsidizing this to the tune of a
subsidizing this to the tune of a further two hundred and ten million as
further two hundred and ten million as
further two hundred and ten million as well money that could and should be
well money that could and should be
well money that could and should be better used elsewhere and if you think
better used elsewhere and if you think
better used elsewhere and if you think back to Richard’s presentation where he
back to Richard’s presentation where he
back to Richard’s presentation where he showed those pie charts have how hard
showed those pie charts have how hard
showed those pie charts have how hard they have to fight for money for the
they have to fight for money for the
they have to fight for money for the Armed Forces with some of the investment
Armed Forces with some of the investment
Armed Forces with some of the investment and the turnaround that we’ve done in
and the turnaround that we’ve done in
and the turnaround that we’ve done in the post office I’m delighted to say
the post office I’m delighted to say
the post office I’m delighted to say that we were doing our bit for the Armed
that we were doing our bit for the Armed
that we were doing our bit for the Armed Forces – we had their fall to become a
Forces – we had their fall to become a
Forces – we had their fall to become a sustainable commercial business that
sustainable commercial business that
sustainable commercial business that could make a profit so that we didn’t
could make a profit so that we didn’t
could make a profit so that we didn’t need that government subsidy but at the
need that government subsidy but at the
need that government subsidy but at the same time I needed us to keep our social
same time I needed us to keep our social
same time I needed us to keep our social purpose that kept an eye on people like
purpose that kept an eye on people like
purpose that kept an eye on people like Gladys and also served the small
Gladys and also served the small
Gladys and also served the small business communities as well we were
business communities as well we were
business communities as well we were told that it couldn’t be done commercial
told that it couldn’t be done commercial
told that it couldn’t be done commercial businesses can’t be owned by government
businesses can’t be owned by government
businesses can’t be owned by government but it can because we’ve rethought the
but it can because we’ve rethought the
but it can because we’ve rethought the norm we have kept a post office in every
norm we have kept a post office in every
norm we have kept a post office in every single community that they were in three
single community that they were in three
single community that they were in three years ago and they’re in 11600 places
years ago and they’re in 11600 places
years ago and they’re in 11600 places all across the UK and from losing a
all across the UK and from losing a
all across the UK and from losing a hundred and fifty million pounds three
hundred and fifty million pounds three
hundred and fifty million pounds three years ago next year in fact in about
years ago next year in fact in about
years ago next year in fact in about four or five months time in our new
four or five months time in our new
four or five months time in our new financial year we should make a profit
financial year we should make a profit
financial year we should make a profit 220 million pounds and that will be the
220 million pounds and that will be the
220 million pounds and that will be the first time in 15 years that the post
first time in 15 years that the post
first time in 15 years that the post office has ever made a profit and that’s
office has ever made a profit and that’s
office has ever made a profit and that’s really important because we need the
really important because we need the
really important because we need the money to invest in digital growth we
money to invest in digital growth we
money to invest in digital growth we need the money to invest in technology
need the money to invest in technology
need the money to invest in technology and in opening new post offices where
and in opening new post offices where
and in opening new post offices where they were closed previously so what did
they were closed previously so what did
they were closed previously so what did we do well we were curious we asked
we do well we were curious we asked
we do well we were curious we asked questions
questions
questions and we kept asking questions
and we kept asking questions
and we kept asking questions until we found out the right answers why
until we found out the right answers why
until we found out the right answers why didn’t enough people use the post
didn’t enough people use the post
didn’t enough people use the post offices the answer was because they
offices the answer was because they
offices the answer was because they weren’t open it’s a time that people
weren’t open it’s a time that people
weren’t open it’s a time that people needed them so in the last three years
needed them so in the last three years
needed them so in the last three years and actually today it’s happened
and actually today it’s happened
and actually today it’s happened we’ve just modernized our 7,000 new post
we’ve just modernized our 7,000 new post
we’ve just modernized our 7,000 new post office we’ve put them into new premises
office we’ve put them into new premises
office we’ve put them into new premises alongside convenience stores in most
alongside convenience stores in most
alongside convenience stores in most cases so that they’re now open at the
cases so that they’re now open at the
cases so that they’re now open at the same times the shops are open from 6:00
same times the shops are open from 6:00
same times the shops are open from 6:00 or 7:00 in the morning till 10:00 or
or 7:00 in the morning till 10:00 or
or 7:00 in the morning till 10:00 or 11:00 at night and it’s been the sickest
11:00 at night and it’s been the sickest
11:00 at night and it’s been the sickest big the single biggest contributor to
big the single biggest contributor to
big the single biggest contributor to turning around the business every time
turning around the business every time
turning around the business every time we put a post office in a convenience
we put a post office in a convenience
we put a post office in a convenience store it helps that business people come
store it helps that business people come
store it helps that business people come in and they spend money on the retail
in and they spend money on the retail
in and they spend money on the retail side as well as in the post office why
side as well as in the post office why
side as well as in the post office why else didn’t they use post offices
else didn’t they use post offices
else didn’t they use post offices because in the big ones frankly the
because in the big ones frankly the
because in the big ones frankly the queues were just too long so we put in
queues were just too long so we put in
queues were just too long so we put in self-service kiosks and this was also
self-service kiosks and this was also
self-service kiosks and this was also another example of rethinking the norm
another example of rethinking the norm
another example of rethinking the norm because if you put a self-service kiosk
because if you put a self-service kiosk
because if you put a self-service kiosk in a post office or you staff with only
in a post office or you staff with only
in a post office or you staff with only ever work behind a counter and in many
ever work behind a counter and in many
ever work behind a counter and in many cases behind a glass screen as well they
cases behind a glass screen as well they
cases behind a glass screen as well they really don’t want to go out onto the
really don’t want to go out onto the
really don’t want to go out onto the shop floor and help people understand
shop floor and help people understand
shop floor and help people understand how to use self-service kiosks so we had
how to use self-service kiosks so we had
how to use self-service kiosks so we had to rethink about their training and now
to rethink about their training and now
to rethink about their training and now 50 to 70% of the customers coming in
50 to 70% of the customers coming in
50 to 70% of the customers coming in where we’ve got these kiosks in the big
where we’ve got these kiosks in the big
where we’ve got these kiosks in the big places Milton Keynes is probably nearest
places Milton Keynes is probably nearest
places Milton Keynes is probably nearest to here prefer to use the self-service
to here prefer to use the self-service
to here prefer to use the self-service we also asked how we could make more
we also asked how we could make more
we also asked how we could make more money by providing new or better
money by providing new or better
money by providing new or better services that communities needed and
services that communities needed and
services that communities needed and here I actually spotted an opportunity
here I actually spotted an opportunity
here I actually spotted an opportunity that wasn’t very obvious at the time
that wasn’t very obvious at the time
that wasn’t very obvious at the time about two years ago I read in the the
about two years ago I read in the the
about two years ago I read in the the Times I think it was that Barclays Bank
Times I think it was that Barclays Bank
Times I think it was that Barclays Bank were closing 400 branches and in the
were closing 400 branches and in the
were closing 400 branches and in the article it said you know we’re really
article it said you know we’re really
article it said you know we’re really sorry we’re closing 400 branches in
sorry we’re closing 400 branches in
sorry we’re closing 400 branches in these communities but actually you don’t
these communities but actually you don’t
these communities but actually you don’t need to worry because you can go to your
need to worry because you can go to your
need to worry because you can go to your local post office and you can do most of
local post office and you can do most of
local post office and you can do most of your banking there and then I thought
your banking there and then I thought
your banking there and then I thought well actually so they’re closing banks
well actually so they’re closing banks
well actually so they’re closing banks because the business they do through the
because the business they do through the
because the business they do through the banks is costing the too much money
banks is costing the too much money
banks is costing the too much money they’re losing money on a lot of it and
they’re losing money on a lot of it and
they’re losing money on a lot of it and actually what they’re doing is they’re
actually what they’re doing is they’re
actually what they’re doing is they’re sending me all the business they don’t
sending me all the business they don’t
sending me all the business they don’t want because it just cost some money so
want because it just cost some money so
want because it just cost some money so for the last 18 months we’ve been
for the last 18 months we’ve been
for the last 18 months we’ve been negotiating up what’s called a framework
negotiating up what’s called a framework
negotiating up what’s called a framework agreement with all
agreement with all
agreement with all the banks in the UK at least the 20
the banks in the UK at least the 20
the banks in the UK at least the 20 biggest ones and again come incidentally
biggest ones and again come incidentally
biggest ones and again come incidentally today we announce it in the press is a
today we announce it in the press is a
today we announce it in the press is a very good article in The Financial Times
very good article in The Financial Times
very good article in The Financial Times if you’re interested so you can now do
if you’re interested so you can now do
if you’re interested so you can now do all of your local banking at your local
all of your local banking at your local
all of your local banking at your local post office what that means is that it
post office what that means is that it
post office what that means is that it brings in more business to the local
brings in more business to the local
brings in more business to the local post offices and it’s very convenient
post offices and it’s very convenient
post offices and it’s very convenient for the customers and the communities
for the customers and the communities
for the customers and the communities too and what we’ve done with the banks
too and what we’ve done with the banks
too and what we’ve done with the banks as we said we’ll do that with you
as we said we’ll do that with you
as we said we’ll do that with you provided you actually pay us to do it so
provided you actually pay us to do it so
provided you actually pay us to do it so the banks have now paid us a fee of
the banks have now paid us a fee of
the banks have now paid us a fee of several million pounds to take on that
several million pounds to take on that
several million pounds to take on that additional business that they didn’t
additional business that they didn’t
additional business that they didn’t work they didn’t want so I mean I could
work they didn’t want so I mean I could
work they didn’t want so I mean I could give you many many more examples what
give you many many more examples what
give you many many more examples what we’ve done is we’ve just rethought the
we’ve done is we’ve just rethought the
we’ve done is we’ve just rethought the norm around almost everything that we
norm around almost everything that we
norm around almost everything that we did within the post office even down to
did within the post office even down to
did within the post office even down to the way we worked so we used to work in
the way we worked so we used to work in
the way we worked so we used to work in a building that was on five floors full
a building that was on five floors full
a building that was on five floors full of offices quite dark and dingy long
of offices quite dark and dingy long
of offices quite dark and dingy long corridors no food facilities and the
corridors no food facilities and the
corridors no food facilities and the offices at all and we’ve moved into one
offices at all and we’ve moved into one
offices at all and we’ve moved into one which is on two wide open floors and we
which is on two wide open floors and we
which is on two wide open floors and we work around tables and desks so none of
work around tables and desks so none of
work around tables and desks so none of us has offices I work around a table
us has offices I work around a table
us has offices I work around a table just alongside other people we’ve got a
just alongside other people we’ve got a
just alongside other people we’ve got a great cost of coffee place down on the
great cost of coffee place down on the
great cost of coffee place down on the ground floor in a hot Food Kitchen and
ground floor in a hot Food Kitchen and
ground floor in a hot Food Kitchen and we are also all of those equipped with
we are also all of those equipped with
we are also all of those equipped with portable devices so that we can work
portable devices so that we can work
portable devices so that we can work from anywhere and I actively encourage
from anywhere and I actively encourage
from anywhere and I actively encourage colleagues to do that so we will work
colleagues to do that so we will work
colleagues to do that so we will work from home I usually work from home a day
from home I usually work from home a day
from home I usually work from home a day a week ago fortnight and it doesn’t
a week ago fortnight and it doesn’t
a week ago fortnight and it doesn’t really matter where you work from if
really matter where you work from if
really matter where you work from if you’ve actually got the technology to do
you’ve actually got the technology to do
you’ve actually got the technology to do it people have got much more interesting
it people have got much more interesting
it people have got much more interesting jobs they’ve been given more
jobs they’ve been given more
jobs they’ve been given more responsibility and in the new offices
responsibility and in the new offices
responsibility and in the new offices were in and we’re just much happier
were in and we’re just much happier
were in and we’re just much happier because it’s just such a nicer place to
because it’s just such a nicer place to
because it’s just such a nicer place to be what else do we do we’ve committed
be what else do we do we’ve committed
be what else do we do we’ve committed that we will all go and work in a post
that we will all go and work in a post
that we will all go and work in a post office because how can you be in a
office because how can you be in a
office because how can you be in a management team or a leadership team
management team or a leadership team
management team or a leadership team that runs post offices if you don’t know
that runs post offices if you don’t know
that runs post offices if you don’t know what it’s like working in one so all of
what it’s like working in one so all of
what it’s like working in one so all of the 2,000 people who work in the head
the 2,000 people who work in the head
the 2,000 people who work in the head office in post office every Christmas
office in post office every Christmas
office in post office every Christmas because it’s the busiest time we all go
because it’s the busiest time we all go
because it’s the busiest time we all go and work out in post offices and we come
and work out in post offices and we come
and work out in post offices and we come back with hundreds of ideas about how to
back with hundreds of ideas about how to
back with hundreds of ideas about how to improve things when we started on the
improve things when we started on the
improve things when we started on the turnaround of the post office we asked
turnaround of the post office we asked
turnaround of the post office we asked ourselves and this would have been I
ourselves and this would have been I
ourselves and this would have been I suppose when I joined so I joined ten
suppose when I joined so I joined ten
suppose when I joined so I joined ten years ago
years ago
years ago so this would invite eight seven or
so this would invite eight seven or
so this would invite eight seven or eight years ago we asked ourselves what
eight years ago we asked ourselves what
eight years ago we asked ourselves what would success look like and you’ve got
would success look like and you’ve got
would success look like and you’ve got to think back to that time where they
to think back to that time where they
to think back to that time where they were accused in every single post office
were accused in every single post office
were accused in every single post office they were standalone places they were
they were standalone places they were
they were standalone places they were quite dark and dingy a bit like the
quite dark and dingy a bit like the
quite dark and dingy a bit like the office we worked in and and like there
office we worked in and and like there
office we worked in and and like there were lots of strikes going on life was
were lots of strikes going on life was
were lots of strikes going on life was pretty hard and somebody said in this
pretty hard and somebody said in this
pretty hard and somebody said in this room well it would be fantastic if you
room well it would be fantastic if you
room well it would be fantastic if you know success would look like if your son
know success would look like if your son
know success would look like if your son or your daughter actually wanted to come
or your daughter actually wanted to come
or your daughter actually wanted to come and work for the post office and at the
and work for the post office and at the
and work for the post office and at the time we all went yeah yeah right you
time we all went yeah yeah right you
time we all went yeah yeah right you know this is a place where people in
know this is a place where people in
know this is a place where people in their 50s work and why would anybody
their 50s work and why would anybody
their 50s work and why would anybody under the age of 30 ever want to come
under the age of 30 ever want to come
under the age of 30 ever want to come near a post office and now we have one
near a post office and now we have one
near a post office and now we have one of the best graduate schemes in the
of the best graduate schemes in the
of the best graduate schemes in the country we are oversubscribed we take
country we are oversubscribed we take
country we are oversubscribed we take talented young people I was with one
talented young people I was with one
talented young people I was with one yesterday a Cambridge graduate who’s
yesterday a Cambridge graduate who’s
yesterday a Cambridge graduate who’s been with us two years actually talking
been with us two years actually talking
been with us two years actually talking to her about what her first management
to her about what her first management
to her about what her first management job will be and what we do is we
job will be and what we do is we
job will be and what we do is we accelerate people if we think they’re
accelerate people if we think they’re
accelerate people if we think they’re good we give them responsibility and
good we give them responsibility and
good we give them responsibility and interestingly or ironically my own son
interestingly or ironically my own son
interestingly or ironically my own son Luke who’s in his final year at Bristol
Luke who’s in his final year at Bristol
Luke who’s in his final year at Bristol University is looking for his first job
University is looking for his first job
University is looking for his first job and we have a brilliant scheme and I’m
and we have a brilliant scheme and I’m
and we have a brilliant scheme and I’m so pleased that he could apply for it
so pleased that he could apply for it
so pleased that he could apply for it but he can’t really work where he’s not
but he can’t really work where he’s not
but he can’t really work where he’s not mr. chief executive canny so he won’t
mr. chief executive canny so he won’t
mr. chief executive canny so he won’t but it’s just an amazing achievement to
but it’s just an amazing achievement to
but it’s just an amazing achievement to be in a place where no longer are we
be in a place where no longer are we
be in a place where no longer are we worried that we can attract the right
worried that we can attract the right
worried that we can attract the right people to the company and we’ve also
people to the company and we’ve also
people to the company and we’ve also taken on diversity challenges so if you
taken on diversity challenges so if you
taken on diversity challenges so if you get the chance to Google Alex Clark
get the chance to Google Alex Clark
get the chance to Google Alex Clark skier Clark with Annie when you get a
skier Clark with Annie when you get a
skier Clark with Annie when you get a moment alex is a very normal guy he’s
moment alex is a very normal guy he’s
moment alex is a very normal guy he’s one of our graduates joined us three
one of our graduates joined us three
one of our graduates joined us three years ago and he’s on the UK para
years ago and he’s on the UK para
years ago and he’s on the UK para Olympic ski team alex is normal but he’s
Olympic ski team alex is normal but he’s
Olympic ski team alex is normal but he’s amazing he’s determined he rethinks the
amazing he’s determined he rethinks the
amazing he’s determined he rethinks the norm every day of his life he has
norm every day of his life he has
norm every day of his life he has cerebral palsy and he was told about
cerebral palsy and he was told about
cerebral palsy and he was told about seven or eight years ago that he would
seven or eight years ago that he would
seven or eight years ago that he would never walk again we now give him time
never walk again we now give him time
never walk again we now give him time off work to go and train and race for
off work to go and train and race for
off work to go and train and race for the UK’s Paralympic team it just makes
the UK’s Paralympic team it just makes
the UK’s Paralympic team it just makes people rethink the post office and it
people rethink the post office and it
people rethink the post office and it gives Alex so much confidence and
gives Alex so much confidence and
gives Alex so much confidence and commitment in his day job and lastly
commitment in his day job and lastly
commitment in his day job and lastly from young graduates to young soldiers
from young graduates to young soldiers
from young graduates to young soldiers in World War one the post off
in World War one the post off
in World War one the post off has had its own regiment the post office
has had its own regiment the post office
has had its own regiment the post office rifles 70,000 men in total left their
rifles 70,000 men in total left their
rifles 70,000 men in total left their jobs in the post office to fight for
jobs in the post office to fight for
jobs in the post office to fight for king and country
king and country
king and country and about 30% of those never came back
and about 30% of those never came back
and about 30% of those never came back at the time rethinking the norm the post
at the time rethinking the norm the post
at the time rethinking the norm the post office then employed 55,000 women to run
office then employed 55,000 women to run
office then employed 55,000 women to run the business while at Mach whilst all
the business while at Mach whilst all
the business while at Mach whilst all the men were away on the frontline the
the men were away on the frontline the
the men were away on the frontline the post office has been around in one guys
post office has been around in one guys
post office has been around in one guys or another for about 400 years and it’s
or another for about 400 years and it’s
or another for about 400 years and it’s an organization that is organic it
an organization that is organic it
an organization that is organic it evolves the society and the world around
evolves the society and the world around
evolves the society and the world around it has evolved and we have rethought the
it has evolved and we have rethought the
it has evolved and we have rethought the norm time and time again for me it’s a
norm time and time again for me it’s a
norm time and time again for me it’s a privilege to be the person who’s leading
privilege to be the person who’s leading
privilege to be the person who’s leading the most recent turnaround but my point
the most recent turnaround but my point
the most recent turnaround but my point in all of this is that we are all of us
in all of this is that we are all of us
in all of this is that we are all of us part of a continuum of humanity
part of a continuum of humanity
part of a continuum of humanity rethinking the norm it is something that
rethinking the norm it is something that
rethinking the norm it is something that we all do in greater and lesser ways all
we all do in greater and lesser ways all
we all do in greater and lesser ways all of our lives you have the chance today
of our lives you have the chance today
of our lives you have the chance today and for the rest of your life so take it
and for the rest of your life so take it
and for the rest of your life so take it it’s very easy listen to what Alex said
it’s very easy listen to what Alex said
it’s very easy listen to what Alex said be curious be persistent and when you do
be curious be persistent and when you do
be curious be persistent and when you do it do it for the greater good thank you
it do it for the greater good thank you
it do it for the greater good thank you for listening
for listening
for listening [Applause]
”
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