The values – behaviours disconnect, a cautionary tale

Christmas time is here, and with it the usual personal sprint to get all presents bought, wrapped and dispatched to the 4 corners of the globe by the start of December (lovely having an Aussie husband; great for BBQs, super trips to the southern hemisphere etc etc but not a helpful addition to one’s life when it comes to relatives living in inconvenient places for present delivery with frankly outrageously early last postage date – 5th December, honestly? Is it jumping there in a Christmas stocking?)



So, against this non self-imposed crazy Christmas backdrop of stress inducing deadlines I needed what follows like a turkey needs 25th December. 

The edited version…Having somewhat ironically signed up to Amazon’s free trial of its supposedly speedy one day delivery service, I found myself 7 days and various fruitless conversations with the delivery company’s customer services later, still without my order. Here’s my issue -  it’s not  so much that technological and human cock ups caused my order to go AWOL, it’s the fact that the company had ample opportunity to make things right, but, well, just….didn’t.  On the afternoon of the 7th day, the delivery service, much like the Lord, was resting. Nothing we can do, all the delivery drivers have all gone on their merry delivering ways, you’ll have to wait until tomorrow when off they all trundle again.  

No solution at all. 

Never mind that you’ve missed your deadline Ms Customer, ruined your week, wasted your time. Nothing we can do. Their values “Respect, Accountability, Passion, Flexibility, Hard Work and Honesty” . Hmm, simply words on a website. I think so.     

The crux of it is that many organisations are still not using their values to create frameworks of behaviours to empower their people to offer the best customer service. Or if they are, they’re not getting the message through to their people. Pioneers like Pret are leading the way and reaping the rewards as they do. We know it works.

So come on UK businesses, make 2014 the year when you use your values to create meaningful, relevant employee behaviours that are understood, lived, recognised and rewarded. Your customers will love you for it. 

So it's cheers to great British beer advertising.

My goodness, how depressed I was when I turned onto this flat footed piece of creativeness in the Waitrose magazine.

An overused pun, a typical product shot, a white background, an expected piece of dated typography, how much more stereotypical can one get?

Is this all Stella have to show after their celebrated and award winning million dollar advertising campaigns of the past?

And also am I right in thinking that the "head" of a glass of lager is part of the joy of that initial ice cool sip?

Or have I missed a trick, does it consolidate their position of Stella being "re-assuringly expensive"?

When I think and remember all the fantastic beer advertising campaigns that have graced our TV and press over the years, this sadly, reminds me of how creatively less experimental we are in this country today.

I loved "following the bear", I preferred a bit of "no nonsense", but this...... leaves me high and dry!

The service profit chain found alive and kicking in central London

We’re working with a London based client at the moment, helping them put some extra magic and sparkle (no, not that one) into their brand. 

We were up there last week running a workshop with their CEO, FD and their managers as part of the process. During the workshop day they continually struck me as a brilliant example of an organisation whose senior management had genuinely given autonomy to their teams to run their units as they saw fit, trusting and respecting them to make decisions based on their own knowledge and experience, and were reaping the rewards as a result. 

It made me recall US business theorist Dan Pink's thinking about performance at work where Autonomy (the ability to dictate the course of your work, Mastery (the over arching desire to get better at stuff) and Purpose (The reasons you do what you do at work) are more powerful drivers than money in employee engagement and retention.

The impact of this culture was clear to see all over the place. You could see it happening in the workshop - The directors purposely taking a back seat  to give their staff a voice. When split into two groups to think about their brand truths, the groups came up with an almost identical set. Consensus easily reached.  Turnover was low. This group, we found, had been working for the organisation for years, in fact most had been customers in the first place.

Perhaps the most revealing metric came from some research we conducted amongst current customers. It revealed truly stunning levels of loyalty and advocacy, with 95% saying they would come again and 91% saying they would recommend them to a friend. 

A perfect example of the service profit chain in motion where internal service quality = happy staff = happy customers who keep coming back.

Why do strategies fail?

I was asked the question recently "Why do strategies fail?"  So in my usual, contrary manner rather than answer the question directly I turned it on its head and talked instead about what makes strategy succeed.

The answer is brand.

Much more than a logo and based on truth, a brand is an organisational blueprint for growth. Brand shapes and maintains a healthy company culture that works to achieve corporate and strategic objectives. It’s a rallying cry to engage and unite a workforce, a blueprint for the way everyone inside a business behaves.

Authentic brands build trust inside organisations. Build trust and you’ll build engagement. Engaged employees are happy; happy to work, happy to stay. Engaged employees are receptive, they take ownership. Engaged employees understand what needs to happen to make the difference.

People engage with brands emotionally; emotional engagement is four times more powerful than rational in driving behaviour. Strategy succeeds when internal communication is given a human, brand-hearted, voice.

You’ll then have a motivated internal audience open to change, willing to take responsibility for making things happen. Then strategy succeeds.

The answer seemed to satisfy.

A version of this blog first appeared in the Sunday Telegraph, Strategy Execution supplement on 4th November 2013. To view the full supplement click Sir Clive - my 'answer' is on page 15.

Apple’s Core

There have been two seminal moments in the world this week. Firstly, Apple added a trophy to its cabinet by becoming the world’s most valuable brand, toppling Coke’s 13 year reign of Interbrand’s yearly Global Brands Report. The consequent rise in Apple’s stock price and press furore surrounding the result illustrate the importance of brand.

Secondly, this week marked my fourth week as a Graduate Trainee at Woodreed. My time here so far has been a master class on everything brand, focusing in particular upon Woodreed’s belief that getting the brand inside the company right is as important as outside.

A company finding their brand and making it clear to all people within is a great achievement. But one thing that has interested me is how important it is to have everyone within a company understanding and living the brand. When I say everyone I don’t mean just a couple of people from HR, but everyone from the CEO and Managing Directors to the mail boy and person who cleans the loos. And this is where I am worried about Apple. According to Interbrand Apple is clearly passing on its brand outside of the company, but what about the inside?

For the last couple of decades Apple stores have been synonymous with passionate staff, seeing them cheering and celebrating on launch days shows how much they are engaged with the brand. Further evidence of Apple’s past internal brand engagement is Steve Jobs’ Mission Statement for Apple from 20 Years ago, which read:

‘To make a contribution to the world by making tools for the mind that advance humankind.’

I N C R E D I B L E, no wonder Apple employees from the ground up were inspired with this kind of belief from the top.

But what about today? Well the in store staff’s belief in the Brand is currently so strong that they recently managed to sell the highest spec iPad to my notoriously frugal Father. But how about higher up within the company? Steve Forstall and his team with their unfinished map debacle last year-I’m not sure. CEO Tim Cook? Hmm, how about his Mission Statement for Apple?

‘Apple designs Macs, the best personal computers in the world, along with OS X, iLife, iWork and professional software. Apple leads the digital music revolution with its iPods and iTunes online store. Apple has reinvented the mobile phone with its revolutionary iPhone and App Store, and is defining the future of mobile media and computing devices with iPad.’

To me that is more like an Encyclopaedia description of the company, not the piece of inspirational writing from Jobs. So I advise the heads of Apple to have a 4 week training with Woodreed, read the thought pieces from Woodreed’s website and see the great effects having a full company of people singing to the same tune can have. Then they can prove that they are not just a tech company but once again a company making a contribution to the world that changes mankind.

Reference

http://www.interbrand.com

http://www.forbes.com

http://9to5mac.com/2013/06/11/apple-uploads-its-mission-statement-videos-to-youtube/

http://www.businessinsider.com

Since when did my life become so busy I don’t even have time to breathe?

I am about to start seeing a breathing physio. 

Oh yes, amongst my many skills and talents, breathing apparently isn't one of them.

How on earth can I forget to breathe when at any given moment I only have a wordpress site to build for my blogging 9 year old daughter on a mission to become a discovered poet while getting a 6^th round of toast for my unfillable 7 year old son  while reading the deeply philosophical tome “Bees are Stripy” (so they are) for the 100^th time that day to my 15 month old (who has become rather Father Jack in her single word demands of late ‘READ’ ‘READ’) while thinking about the presentation I am giving tomorrow and the tweet I must send and the text I haven’t yet answered to my best friend, stirring the supper while coming up with the killer 48 point word on the ‘Words with Friends’ app on my iphone to beat my adversary in tennis and words games alike (aka my Dad) while sorting out the uniforms for the morning and testing the middle child on his spellings while googling the address for his match on Friday and musing if we have enough bedding to clean the blasted hamster who seemed like a good idea at the time (whose early demise I secretly fantasise about) while on the phone to Mr D to discuss the progress on the refund for the hire car idiots in Portugal who thought it perfectly reasonable customer service to drag a family party of 6 to an industrial estate in the middle of Lisbon post flight only to inform them they didn't actually have the 7 seater we’d booked AT ALL but here, have a 5 seater, Grandma in the roof-box, no problems and oh could he possibly stop and pick up a bottle of red on his way home and and and…..and BREATHE.

Your 30s are, so the research tells us, the busiest time in a woman’s life. Apparently there’s only 1 hour in every 24 that we have to ourselves. The ever present 21^st century juggle of work and family compounded by the multitude of communication channels we wrap around us leaving us, literally it seems, struggling for breath.

What to do? Employers I think, nowadays, have an even greater responsibility to ensure their staff are allowed to strike the right mutually beneficial balance between work and home, and work extra hard to create positive brand centred cultures in their workplaces. Putting employees first.

Mine? Well JM has happily agreed to let my physio session take place in the office as Woodreed live (and breathe!) the importance of looking after your employees to increase engagement. (Although secretly I think she wants to chuckle at the ‘OMMMMMMMMMs’ that will invariably be emitting from the boardroom as I am finding the time to learn to breathe.)  

Internal marketing - make your brand work for you

Ronan Dunne, CEO of O2, has been saying some things* about brand lately. What's a CEO doing talking about brand? Isn't that the role of a marketing agency or team?

Source - Marketing Magazine

No, of course not and with increasing debate about how to get marketing taken seriously at the top table this is valuable endorsement of just how important brand is to an organisation's success.

Dunne's mantra, "Your brand should lead your company, rather than your company leading the brand" is music to the ears of those of us who believe that brands are as important inside a company as outside, that brands are a powerful catalyst for driving employee engagement.

Coming up with strong and effective internal communication ideas

Maybe it's no surprise that Dunne's 02 is a sponsor of Engage for Success, the national movement of leading plcs, public sector, government and trade bodies committed to overturning the UK's £26bn GDP deficit caused, they claim, by poor levels of employee engagement.

Successful organisations need strong and authentic values to engage their people and what better tool for this than brand? When brand values and employee behaviours are aligned, creating what we at Woodreed call a 'cultural framework', then the brand's power is unleashed to create engaged employees - who in turn deliver improved bottom line profit, or, in the case of not-for-profits, an increased surplus.

Employee engagement and brand

Dunne goes on to say, "Failure to invest in your brand values is a false economy" and cites O2's investment in 30,000 work-skills opportunities for young people. A clear example of HR and marketing working together, breaking down the silos that exist in so many companies where brand is the prerequisite of marketing and people are HR's responsibility.

The result of this is that often whilst external communications are carefully crafted with rigour and expertise and grounded in the brand values, internal communication ideas are often cold, process-driven, tick-box exercises devoid of the emotional values and capacity for audience engagement which the brand can deliver.

Putting the power of brand at the heart of all external and internal communication ideas is the answer.

* Marketing Magazine
This blog first appeared at FindGood's marketing blog

LIVE, LOVE AND DON’T BE SORRY

Inspiration can come in all forms and even sometimes in the most tragic of ways.

Ella Pilc started a blog in September 2012 called Sharky and Willow, by April 2013 she had 12,000 followers worldwide. She never marketed her blog. Her stories are hilarious. Her writing is just wonderful. She has you sobbing and in fits of giggles within minutes. She makes you feel like you have known her all her life. She makes you want to live, to treasure every moment, every cup of mango sorbet, every flight of stairs you have to climb. She makes you want to read her blog over and over again.

Sharky and Willow is Ella's story, Ella's battle with cancer that so tragically took her life 2 weeks after her final post on May 1st 2013. I never knew Ella however I have spoken about this courageous girl more than I think I have spoken about anyone recently. Ella was diagnosed with terminal cancer and decided to take her life in her own hands and live. To do all the things that were on her bucket list. To do all the things you take for granted. To inspire so many people. To make you want to go out and buy diamonds!

I won't give away any of the little gems that are in Ella's blog because when you have a spare hour or so please make a cup of tea, get the tissue box at the ready and read Ella's blog, start from the first post and make your way back to the most recent. Not only is the blog so wonderfully written, Ella's frank, honest style of writing really empowers you as the reader. I promise you that you will be as inspired as I am to live, love and don't be sorry.

And if you want to know what this 'streak' and 'cards' are about you definitely must take a look!

Haunting

Last night I visited the Sony World Photography Awards Exhibition at Somerset House. As an avid photographer I was really looking forward to viewing some of the best photography in the world and hopefully gaining some invaluable tips on creating that iconic image.

The exhibition was rich with talent across 15 categories but what struck me most was one trend amongst the contemporary photography. Subject matter. Even though the categories ranged from portraiture to travel to current affairs, the image may have been stunning but once you read the biog by the side of each picture, the sense of sobriety seemed to quadruple in seconds and give you goosebumps as you looked at the image again.

Take a look at this portrait by Andrea Gjestvang....

This lady is a young survivor of the Utøya massacre

I felt that the uncomplicated, uncontrived portrayal of each victim revealed a huge level of trust between the photographer and her subjects that enabled her to show the trauma that had shaken their young lives whilst maintaining a sense of respect and dignity.

As a visual person I love images that make you look twice or make you linger longer. For me this image by Christian Aslund does just that, it is beautifully graphic, perfectly executed, makes you wonder at the perspective and is simply, yet wonderfully humourous. It reminds me of a computer game!

My favourite image was by Valerio Bispuri from his multi year project, Jails Sud America, it sums up the whole mood and atmosphere of the series. It is incredibly powerful and evocative, with just the force and form of one pair of eyes, you feel the intensity and suspicion of those incarcerated thousands of miles away. His whole series impressed the judges for its consistent approach and style as he shot in prisons across many countries and years, you can really feel the ‘eye’ of the photographer in this work.

Just sublime.

LICHTENSTEIN

Roy Lichtenstein, one of the most influential artists of the 20th century, his work was coming to London and I was very excited to see whether there really was anything in Life magazine's quote of 1964 'is he the worst artist in the US?'

And my conclusion: NO!

Actually, I think Lichtenstein's work inspired a generation of artists. In the early 1960s he broke the norm of abstract expressionism and hit upon a new concept of painting inspired by comic strips, advertising and mass culture imagery. It provoked, there was instant delight or outrage and the Retrospective exhibition at the Tate was perfectly curated to instil this. The journey from Look Mickey in 1961, his first painting to get instant recognition right through to his 1995 Chinese Landscapes showed the sheer dominance of his work. Some of the paintings are huge. Testament to the fact that his skill of imitating the industrial technique of comic books, using a palette of primary colours, heavy black outlines and dots that simulated shadows and tones, is quite fantastic.

Yes there are similarities to work by Picasso and Matisse, his work is often simply household objects or suggest the portrayal of women as an extension to the household appliance however to be able to change the scale of objects, cropping, eliminating detail, changing items to be horizontal rather than diagonal to sharpen the drama, when seen in person, is quite fantastic.

His war and romance paintings are the most well known, his beautiful art deco 'Modern Series' and brass sculptures were a surprise half way through the exhibition.

 I must admit though, if I were able to purchase one piece of his work, it would be this mirror. I think it would be better placed in a theatre or Radio City music hall rather than my little cottage, but I think it is just simply stunning.

We've notched up a 9th successive year of CPD accreditation

Every Monday morning we Woodies lace up our brain trainers and work our grey matter into shape for the week ahead with our fast paced 15 minute workouts.  One week we’re coming up with ads in 60 seconds, the next thinking about our most recent customer service experience and how well those employees were living their brand. 

This is just one of many initiatives we run for our people at Woodreed which has helped us notch up a ninth successive year of CPD accreditation from our professional body - the Institute of Practitioners in Advertising.

CPD accreditation reassures our clients they are dealing with professional, qualified and trained individuals.  After all our people are our business.

Just because times may be tough is no reason to draw back from investing in your people - in fact quite the opposite.  We achieved our results with minimal investment of actual cash - just time and carefully considered thinking to develop a training and development framework which supports our business objectives.

The result – an engaged, happy and productive bunch, working hard for our clients.

Would a rose by any other name smell as sweet?

Over recent weeks I've become aware of increasing debate about the EE words for example Neil Morrison's 'Nobody wants to be engaged'. EE - not the bizarrely rebranded telecomms company but Employee Engagement. A simple term which I think most people get - employee engagement as opposed to customer engagement or audience engagement, engaging the internal audience rather than the external.

There are discussions about whether EE as a term is an obstacle to the message. Whether we can think of other things to call it. Is it happiness, wellbeing, wellness or what?

This seems like so much noise, just at a time when a groundswell is beginning to build in the wake of corporate scandals and with the support of the Engage for Success movement.  To me this is typical of so many movements in the past which end up tearing themselves apart over semantics, focussing inwards instead of outwards.

What are we doing? When there is still such a mountain to climb to convince boards to invest time, resources, intellectual capital and understanding in the need for EE why do we create a distracting sideshow that can only undermine our pitch? Someone, the unerring advocate of the importance of the inside culture Ian Buckingham I think, said "Angels on pinheads" about this the other day and I have to agree.

How can we expect people to take the important concept and its practitioners seriously when we resort to squabbling amongst ourselves?

Of course debate is healthy and should be encouraged but let’s focus it where it can achieve results – on
helping overcome the barriers, on helping people see that EE isn’t something you do to people or have done to you, that EE isn’t a tick box exercise, or a series of 'initiatives'. That EE isn't an outcome. It’s about building a healthy culture within an organisation where every employee (which means all those who take a salary from the organisation so leaders and managers too) is motivated to give of their best more often that they’re not; an environment where the people with the skills to leave choose to stay.

Surely it's far better to have a word which, ok may not be perfect but at least we all understand? A word to badge the concept and act as a shorthand for something we all need to grasp - quite simply organisations with high levels of employee engagement outperform organisations who don't on so many KPIs - net profit, revenue growth, customer satisfaction, productivity, innovation, employee turnover...

These KPIs are the important evidence we have to use to convince board level decision makers of the need to take this seriously - but you know, irrespective of these I know what kind of an organisation I'd rather work in.

Kilimanjaro - an abundance of things that inspire and things that are dire....

On the 28th February 2013 at 8.40am I did it, I summited Mt Kilimanjaro! I must admit it was the hardest, most emotional experience of my life but also one of the most amazing.

I have raised an incredible £4,847.79 for Build Africa with your generosity - there is still time to sponsor me if you haven't done so already by clicking here. If it wasn't for the wonderful Ben Ogden whom this climb was dedicated to there were a couple of points where I simply wanted to sit on a rock and give up, but I wanted the photo with him at the summit even more!

Our trek was organised through Discover Adventure whom I highly recommend if anyone wants to go on an epic adventure. All 30 of us 'novices' were met at Heathrow by our incredible leaders Dave Matthews and Dom Rudd and our wonderful Doctor Freyja Brown. Without whom I don't think any of us would have made it to summit!

Our trek was 6 days long, day 2 was my killer day! The altitude sickness kicked in, headaches so violent I could hardly see but as soon as it passes... it's gone - with a little help from some magic pills I was given by doc! The terrain was so beautiful, from rainforest, to plains to alien world! The fact you were above cloud level pretty quickly was quite surreal too. The views were to die for, the Barranco wall of day 3 an incredible challenge, and the laughs and giggles priceless.

We were also supported by an incredible ground crew - all 90 of them! Our lead guide Whitey and my personal guide for summit night Aristide were just fabulous, we had endless Christmas songs to keep us going, I owe Aristide a pair of shoes after being sick all over his on summit night and how the porters, cooks, toilet boys, tent guys, guides and of course our ambulance man Michael (he carried the huge medical kit everywhere) made our trek seemless was faultless. You can only imagine how they managed to feed and water all of us on a mountain with 2 burners! Yup - I still can't imagine it.

My fellow team mates will all be friends for life, Brian brought his Olympic Torch all the way to the summit, the first one on Kili! Jaqui was my partner in toilet crime, altitude does wonders for clearing your bladder at the most inappropriate of places. John adopted my camera on the days when I didn't have the energy to get it out of its case! Katie, my fab tent buddy and earplug lifesaver - we did have a couple of epic snorers - no names!!! There are too many inspirational people to mention in person here, just know there is no way I could have done this without them all. Last but not least - our wonderful Benon Banya. Benon so tragically died on our last summit walk. It was a traumatic experience for all, it did make our summit bittersweet but we were all so proud to have met Benon, to have spent time with him, got to know him and to have climbed Kilimanjaro with him.

Summit, yes the summit! I knew it was going to be hard but nothing can quite prepare you for it. We were woken at midnight (after a day of walking) and in the pitch black with our high vis jackets started the long plod to the summit. The only way I can start to describe it to you was that it felt like walking with concrete boots on, with the flu, after drinking a bottle of whiskey and a plastic bag tied over your head. The last 40 minutes from Stella Point are truly horrific, I was just trying to stop myself from passing out - so thankfully Aristide had the kindness to grab my camera otherwise I may well have forgotten to get those all important photos at the top!!! Talking of photos, those that know me well, know I like my photos! I do have an album so if you click here you can take a look at them (i've edited them down don't worry!)

In all it's very hard to try and sum up my experience, it's definitely life changing. Africa is the most wonderful country, it has tested me to my limits, i've found hidden strength I never knew I had and confidence to go for things you never thought possible. As a person you realise that even when you take yourself out of your comfort zone, forgo materialistic items, don't eat, push your body, see tragedy unfold in front of you and a meteor shower the sky with light - anything is possible when you have your friends and family beside you, behind you, in front of you, supporting you all the way. Thank you to everyone who made this journey one I will never forget. And to Kilimanjaro - maximum respect x

Recognition and reward - the great missed opportunity

One of the best ways to create and sustain a brand-hearted culture and a motivated team

Yet Woodreed’s Brand Inside survey identified that 20% of participants had no recognition and reward process in place, while 37% simply offered adhoc, generic tokens.

So in an attempt to put that right we’ve added a leading online motivation system to Woodreed’s offer. iD points can be used to support a range of campaign objectives – from employee recognition, reward and behaviour change to sales/dealer incentives and B2B customer loyalty.
iD points takes the hard work out of building and running a reward programme. Branded and tailored to a client's needs, it's quick and simple to set up – with no ongoing management fees.  Participants redeem points from a wide choice of leading brands and experiences. 
The web-based system is flexible – simple enough to manage in house or it can be incorporated into a wider communication programme with strategic and creative help from Woodreed if required. For more details visit www.id-points.com

So you're fed up with our weather............

Well spare a thought for the people from the Russian Village Oymyakon where the average winter temperature is -45C. It also holds a world record low of -68C recorded in 1933 (the coldest temperature ever recorded outside Antarctica). It is situated in the heart of Siberia and is home to some 500 people.

Life is very tough in Oymyakon and I can't even begin to think how we would cope with the extreme weather there. With very few modern conveniences and definitely no mobile coverage. Whilst our schools close with just a few inches of snow on the ground Oymyakon's school only shuts when the outside temperature falls below -52C!!!

There is a short summer season where people can grow things but mainly it's a diet of  reindeer and horse meat.

If you really do fancy going to see how cold it is, travel companies do offer tours to the village but I think that I, for one, will probably give that experience a miss. I know where I'd rather be as (hopefully) our snow will be gone within the week.............

Kilimanjaro

Every now and then something, someone, an event, a comment or simply a photograph can inspire.

Christmas 2011 was when I first stumbled across this photograph.




This is a school in Kenya.

There are people who are trying to make this reality a distant memory by building schools in rural areas, one charity being Build Africa http://www.build-africa.org/ Build Africa works exclusively in rural areas of Uganda and Kenya and combine learning and earning opportunities which offer children and their families long-term solutions to poverty. Since 2004 they have helped 115 schools and benefited over 150,000 children.

So I decided I wanted to help too and what better way than put myself completely out of my comfort zone, sign up for a challenge that would require a year's blood, sweat and sometimes painful tears in order to get myself physically fit and then embark on an adventure that would be not only physically but mentally challenging. Why i'd climb Mount Kilimanjaro of course!

Now my reality is kicking in, I leave on the 22nd Feb to climb the Macheme route of Kili which is 5896 meters high over 7 days, 6-7hrs a day which means no showers for 6 days - yikes! And fingers crossed I don't get hit by the dreaded altitude sickness too early on!

If this photograph has inspired you too and if you would like to help me to help Build Africa help even more children in Africa please take a look at my fundraising page http://www.justgiving.com/Catherine-Lamb2

The generosity I have seen so far has been overwhelming so thank you to all those that have sponsored me so far.

Catherine