Joining Ann Summers really has been a huge turning point in my life. I have spent so much time trying to get retraining to go back to work, without any luck. Being told you are too old to retrain at thirty-two does knock your confidence. Ann Summers has given me back my self-respect.
It is no exaggeration to say that there are many women working for us who’ve made 360-degree turns in their lives. We regularly share these stories among our party organ-isers, who find them inspiring and motivating. The story of Lisa is one that I find very moving. Lisa had suffered with depression most of her life, a consequence of having been bullied as a child. At eighteen she got herself into huge debt with credit cards, which sent her into further depression and meant she destroyed any chance of completing her A-levels. Lisa joined us just before her nineteenth birthday in 2001 and says she never imagined she’d stick at it. Initially she wanted to get away from her fiancé who she described as ‘very controlling’. Very soon she realised that she was good at party plan and could sell, which gave her a lot of confidence. She also found a new sense of belonging with the other girls in her unit. Lisa was able to gradually reduce her debt and increase her confidence to such an extent that her fiancé began to see her not as someone to control but as an equal. In 2002 she became the top party organiser in her area. By now her depression had all but disappeared and she was looking ahead for the first time in her life. She had, in her own words, ‘gone from the girl who couldn’t be bothered, and relied on others, to the confident, determined, independent woman with drive who can’t sit still for a minute’.
Like Zena, Lisa credits Ann Summers with turning her life around. But it was Lisa who turned her life around. All that any of us need in this life is an opportunity and the right support, and that’s what we give to women like Lisa. When they join us they find a friendly, informative and supportive atmosphere where everything possible is done to help them to succeed. That is what we do. The rest, the ladies do themselves and I am so proud of them.
CHAPTER NINETEEN
She who shouts the softest wins
Invitations to speak at conferences and appear on television make me very aware that whether I like it or not, I am a role model for a lot of women. I recognise that many women operate in an environment where some men still refuse to acknowledge how much they have to offer. I know of many businesswomen and executives – clever, accomplished women – who are not given adequate airtime by their male colleagues. This state of affairs often means that women are so intimidated by the male environment, they compromise by becoming a token man. By that I mean they go to great lengths to not be feminine and adopt an aggressive stance in the workplace in a bid to be accepted as one of the boys. If you are one of the boys and you enjoy it then fine, but don’t pretend if you’re not. We make life even tougher for ourselves when we try to be something different: it’s a burden you don’t need in an already competitive workplace.
I remember being invited to be on a judging panel once. When I arrived there was one other woman. She was very good at what she did but I felt that she was trying too hard to play the men at their own game instead of realising she had absolutely everything in her power to compete as a woman. I really do think a lot of women try far too hard to be something they’re clearly not instead of just being themselves. You don’t need to put on an overly aggressive facade or bang your fist on the table. In fact, that sort of behaviour is likely to put people off. Being a hard-nosed bitch or showing people how ruthless you can be is not going to help you succeed. It might get you noticed but it will do so for all the wrong reasons. You don’t need to treat people badly to claim your ground. As a woman you have a lot to offer – it’s just a case of being clever about how you do it.
These days I’m known for my love of feminine clothes but it wasn’t always so. Growing up, I had no role models to look up to and that, together with my lack of social interaction, meant it took me quite a long time to find out who I was and, more importantly, what image I wanted to portray. I would compromise the way I looked in trying to emulate men and be how I thought people expected me to be. Indeed many years ago I remember going on GMTV – severe suit with shoulder pads and hair tightly pulled back like an old-fashioned librarian – only to watch myself later with horror. When someone said I looked like a politician, I realised I needed to dress to please myself. I’ve always liked fashion but it’s actually only in the past few years that I’ve become really fashion aware and knowledgeable about what works. While I see it as an integral part of my image and of the Ann Summers brand, I love clothes and looking good. The fact that I love to dress in a feminine way and wear high heels does not in any way compromise my business skills. Talent and business acumen are important for sure, but we live in a world where people are looking for more; they want the whole package. That applies whether you’re hiring a senior executive or a young graduate. The bottom line is that dressing well and presenting yourself in the most attractive, and appropriate, way are desirable qualities in the workplace – for men as well as for women.
When I’m hiring for Ann Summers I look for people who can bring things to the company that we don’t have. Yes, they must share our brand values and vision, but beyond that I don’t want people who’ve been cut out from the same mould. Unlike many people, I’m not overly concerned about whether someone has been to business school or not. I’m more concerned with what they have done in the real world. If they have an MBA and they have shown great entrepreneurial flair and individuality, then fine, but I don’t just want somebody who spouts theory to me. The main qualities that will impress me are:
• commercial approach
• entrepreneurial flair
• ability to think outside the box
• passion for the Ann Summers brand
• not a ‘yes’ person
This last point is a key one. To a degree, business success, particularly in an entrepreneurial sense, is not worrying about what others think. For some women that is a tough task. It is, I believe, ingrained in many women from the time they are young girls that they shouldn’t rock the boat. On the whole conformity is sold to women as more desirable than standing out from the crowd. Now I’m not suggesting you jump on the boardroom table and deliver a rant. Far from it. However, if you have a point of view that you are passionate about and you believe the business needs to hear it, then for goodness sake, don’t change it just to fit in. All that will happen then is you will just melt into the background. Sure, people might say, ‘Oh, she’s a nice girl,’ and go out for drinks with you, but will they respect you? Whether I agree with someone or not, I respect them far more if they have the courage of their convictions.
I am incredibly resolute in the boardroom. I will always give plenty of space to others to speak. When you are negotiating you need to take into account what the other person wants: that’s a very important negotiating tool. Secondly, I never give the game away. I just listen and keep my deliberations to myself so nobody has any idea which way I’m leaning. It also gives me time to reflect on my decisions. Thirdly, I don’t waste my energy on fighting the small battles. I keep my mind on the big picture, on what I’m ultimately trying to achieve and think of the different ways in which I can get there. Remember, if you want to win the war, you need to think strategically. If somebody upsets me I don’t always retaliate immediately. Sometimes I will wait for the right time and act accordingly. I should add that I don’t set out to make enemies but, as many of you will have discovered, that doesn’t stop people making enemies out of you! Unfortunately, that is just a fact of life.
These days, along with my senior team, I’m busy concentrating on taking our business into the future. Today Ann Summers is a true multi-channel retailer. Many companies, including major high-street names, have failed to recognise the importance of this and therefore they’re not set up to do it, but I believe it’s absolutely key. If you want to survive as a business in this fast-growing retail environment where customers now have a whole host of
ways to shop, then you have to expand the ways in which they can access your product and ensure you have a ‘One Customer, One Service’ infrastructure to support it.
Although people still give us the simplistic ‘sex shop’ tag, we are, in fact, a sophisticated retail business which has evolved over twenty-five years. We’ve pushed boundaries to the point where councils now seek our advice when benchmarking and licensing. Our 141 stores represent about 61 per cent of the business. Party plan is around 32 per cent. Our Internet business is the smallest component, with around 7 per cent but it is also the fastest-growing channel with a growth of 30 per cent in 2005–6. This year, 2006–7, we are 40 per cent per week up on the previous year. One of the consequences of this growth is that we’ve outgrown the functionality and capacity that our current systems and software can provide, so we’re working on building that up. If you want to succeed in a major way on the Internet you have to aspire to be as good as Tesco or Amazon, and that means investing a lot of time, money and brainpower into your website. In the future we’ll be looking to do a lot more than just sell sex toys and lingerie online. The potential for the Ann Summers brand is enormous, and extensions into online gaming and dating, and sex advice, are all credible fits with our brand values.
One of the new channels we’re trialling is vending machines, which will help us reach a new audience in places where people are already having fun such as nightclubs and bars. Of course, one of the things in business you should never do is forget what made you, and we know that party plan is at the heart and soul of our business. Lots of people talk about experiential retailing but that’s what we’ve been doing for twenty-five years. Now we’re looking at taking it a bit further. Recognising that we live in a world where being single is utterly normal and should not confine you to sitting at home listening to miserable ballads, we’ve decided to have Freedom Parties to help the newly single get over their ‘ex’ and get back into the world. They’re all about regaining your confidence and remembering that you’re a gorgeous, sexy, fun woman. That’s what Ann Summers is all about.
CHAPTER TWENTY
You’re never too old
Even though I’m kept busy running a sizeable business, I still have other things I need and want to do. I make every effort to lead a balanced life, which means making time for family and friends as well as for myself. Occasionally, when my personal and professional lives collide the result can be quite surreal. Late in 2006 Vanessa and I were making one of our regular visits to see Grandma Rosie, Dad’s mum, in the residential home where she lived. The home, which was more like a five-star hotel, had a lovely atmosphere and they seemed to really care about their residents. That day I was consulting the messages on my telephone rather more than usual. The Gold Group were in the process of selling our private jet business, Gold Air, so I was keeping tabs on the sale, which was rather a large one. After visiting Rosie I would be attending a meeting to finalise the deal.
Meanwhile an entertainer had arrived at the home and was singing to the assembled crowd. I was anxiously looking at my texts and half-listening to the song when he came up, unexpectedly grabbed one of my leopard-print shoes and proceeded to show it to the elderly residents, who seemed bemused and perhaps bewildered by it all. He finished with my shoe and gave it back. He then asked if Vanessa and I were sisters and invited me up on stage. Still participating in the deal, and still sending messages, I found myself up there beside him. The crooner, who was still crooning, then went and got Vanessa and soon both of us were up on stage dancing, me wearing a Mexican hat and Vanessa a poncho. He’d told us to keep dancing while he sang his finale. By now we’d really got into the spirit and decided to go down among the audience and freestyle, especially Vanessa who was now twirling me enthusiastically around the room, having apparently forgotten that I needed to be in good shape for the meeting that was to follow. As we finished and were trying to make our escape, the entertainer called down to me from the stage and asked me what I did for a living. Exhausted, I looked up at him and said, ‘If only you knew!’
Rosie, of course, had been Goddy’s wife but they had divorced over thirty-five years earlier. Goddy, always the rogue, had then had a relationship with a seventeen-year-old girl, which resulted in a son called Mark. Several years later, after falling out with Ralph and Dad, he signed over all his money to Mark, thinking it would be safe. Mark ran off to South Africa and hasn’t been heard of since! The result is that Dad and Ralph have been helping Goddy out financially. Now an old man of ninety, he still retains his East End attitude and has lost none of his desire to capitalise on an opportunity, as we were to discover in late 2005.
It all started innocently enough when Julie Harris was having her nails done at a salon called Pinkys, where I also sometimes went. While sitting there, she overheard another client gossiping about a house where the client’s friend Lori had worked as a home help. Apparently, Lori subsequently found out the house was being used as a brothel. As Lori was also a nail technician at Pinkys, Julie took a lot of interest in the conversation. The story was that an old man of about ninety years old, who owned the house, slept with very young girls from the Eastern Bloc and that some of them were as young as sixteen. A remark was made that at his age, sleeping would probably be all he could do! The woman telling the story continued to say how disgusted Lori was and that she was concerned that people might think she was a prostitute instead of the home help. Until she made her discovery, Lori used to give the old man a lift to the hospital and do odd jobs around the house for him. There was nothing to suggest he was anything more than a harmless old boy.
Julie told me later that the person who was doing her nails seemed very uncomfortable about the conversation. However, Julie was fascinated so she kept listening and learnt that the house was in this smart road where there were expensive cars coming and going at all hours. All of a sudden Julie put two and two together, and realised that the old man they were talking about must be my grandfather, Goddy Gold. At this point she says she was caught between laughing at such a preposterous situation and wondering what she was going do with this little gem of information! Julie and I are very close and she knew that I did not see him or have anything to do with him. She sat there wondering how on earth she was going to deliver the words, ‘Jacqueline, I’m sorry to tell you but your grandad is running a whore-house!’ At the same time she was obviously concerned about our business and what would happen if the press got hold of the story. Apparently, the technician then gave Julie a set of keys and a hospital registration card to return to the family, as Lori had no intention of going back to the house. She asked Julie to give them to me. Julie didn’t think this was right so she refused the keys and suggested they be given to my Auntie Marie, who also had her nails done at the salon.
Four weeks later, on her next visit to the salon, it was still the conversation of the day and apparently the local residents were all up in arms and ready to revolt as there were cars coming in and out at all hours of the day and night; it was now common knowledge that the house was being run as a brothel. Many had threatened to go to the police, so the risk of bad publicity was quite high. Ever the professional, Julie was concerned because she knew that if it got out, the press would try and drag me in. She decided to take matters into her own hands and do a bit of sleuthing. She managed to get the number that the brothel used for appointments (not Goddy’s home number) and then asked her son to call the number and ‘make an appointment’ for himself. The address he was given was indeed Goddy’s home address! Meanwhile poor Lori was beside herself as her dentist had mentioned the brothel to her and knew she worked at the house. Julie decided to call Lori to try and defuse the situation and calm her down. All Lori could say was that she felt disgusted at Goddy, that she had washed his bits and now did not know where they had been! It was all too bizarre to be true: an elderly man who could not bathe himself was running a brothel from his grand house.
Julie finally decided it was time to tell me. I don’t know wh
at she was expecting me to say but I do know she apparently spent ages rehearsing the most tactful words she could find to tell me my grandad was a pimp. When she finally told me I wasn’t surprised at all. It turned out that Goddy had befriended some Eastern European women who came to work for him around the house, saw an opportunity to take advantage of an old man and set up a brothel. As for Goddy, he just enjoyed the benefits until visits from the council and police, plus pressure from the family, meant he asked the girls to leave.
In the autumn of 2006 my beloved Grandma Rosie suddenly fell ill and after a very short illness died peacefully, with her family around her, at the age of ninety-two. Until Rosie’s funeral I hadn’t seen or heard from my grandfather, Goddy, for about fifteen years. Mum enjoyed taking Vanessa and me to see Grandad even though he’d divorced Rosie and no longer had any contact with Dad. After leaving home, Vanessa and I made fewer visits, partly because he would always find an opportunity to say ‘your father is a bastard’. Even though we weren’t close to Dad at that time, we both found this hard to take. As Grandad walked into the chapel I didn’t immediately recognise him. Age had shrunken him a little and I suppose I had no idea what he should look like. I discovered he was surprisingly mentally sharp and physically quite agile for his age. The thing I noticed the most was how he had mellowed. Nonetheless, it was hard to keep a straight face thinking about his recent business activity!
We have a large extended family but, other than Dad and Vanessa, I have only ever been really close to Rosie, whom I absolutely adored. She was a real girlie girl even in her nineties. Because she lived for most of her life in the East End I didn’t see her as often as I would have liked. She was a devout football fan and her first love was West Ham. And my father’s passion for Birmingham City FC was shared by Rosie, who used to travel up to the vast majority of home games. She was vivacious with a passionate personality and would lift the spirits of anyone fortunate enough to meet her. Vanessa and I thoroughly enjoyed taking her out for girlie lunches and gossip. On one occasion when Grandma was in her eighties, she was dating a man twenty years younger and was complaining to us about their relationship in a typical girlie fashion. Then, out of the blue and oblivious to the waiter standing there, she said, ‘There’s no sex any more, you know.’ It was a very funny moment and needless to say, he was dumped soon after.
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