Looking forward to the New Year!

**Nick Fiddes** · 21st December 12, 03:54 AM

I'm afraid I've been rather too busy to post much here of late. But as it's my last day in the office before a much-needed break, I thought I'd just check in to catch up a little, and to wish everyone all the very best for the holidays, and a wonderful new year...

It's been a huge (and exhausting) year for us, with next year promising to be even more so. For those of you who have been following the saga, our rescue of the D.C. Dalgliesh weaving mill really only moved into much by way of practical changes in the past few months, with the retirement of the irreplaceable Kenny after about five decades at the helm. In the year and a half or so in between, we'd been doing our best to learn the ropes. But now, with the help of Kenny's very able son, Euan, we're on our own...

As you might imagine, it's quite impossible to replace the knowledge and experience of someone like Kenny directly. So instead we've chosen to radically update much of the back-end operations with state-of-the-art technology, whilst changing practically nothing of the weaving process itself that gives the product its extraordinary quality. We now have the basic building blocks of this in place, which has been quite an undertaking. And there's much more to do. But now that we're coming through the initial transition we're convinced it will all be well worth it.

So the really exciting stuff starts here. We've recruited some brilliant new people who are now working towards a full relaunch of the business, perhaps in the summer if things go well. Again, we don't want to change any of the good stuff. But we do feel that a big part of the reason the business got into trouble was that it had fallen behind the times a bit in failing to recognise its own strengths as a specialist artisanal heritage weaver in a world of mass industrialisation. So we're working hard on developing new products, new fabrics, and new services (sorry, can't go into detail yet!). And some of the things we have planned will, I hope, surprise and excite - and perhaps even shock a few people. But in a good way, hope. :-)

And Scotweb Tartan Mill won't be standing still either. You'll see some significant changes starting to happen over the coming months. We were the first company in the world to market highlandwear and tartans online. And it's been a source of flattery when others have copied our every move. (Indeed, sometimes irritation when it's been a bit a bit too slavishly...). So all we can do is stay ahead, by continuing to innovate. You'll see plenty of this in the coming year, as we build on the capacities of the weaving mill to introduce exclusive new ranges and features. Again, watch this space... I'd love to say more, but can't for obvious reasons.

The only thing I'd add would be that a big reason we love to be a supportive part of this wonderful community is that we benefit greatly from the ideas and feedback we get from here. So please please please, if there's anything you'd like to see - or see us do better - we're only as far away as a quick email. I do my best to reply as quickly as I can, within the realistic bounds of running two fast-developing businesses and also helping to look after two fast-developing and utterly brilliant wee children. But it's all really helpful anyway. So don't hesitate to say hi for any reason.

Right... I'm off! The mill closes for the holidays today, so Adele and I are off down there this afternoon for stovies, drinks, and sing songs (I'm told). Then it's a week or two of much-needed R&R, to rebuild the energy stores for the new years. (Thanks to our wonderful team, I can do this, while others mind the shop...).

So it remains only to wish you all the very best for the season, and for a happy and prosperous new year.

Slainte!

Nick

**BCAC** · 21st December 12, 07:13 AM

Well done for all that, Nick and a happy holiday to you and yours.

You might have a think about a problem which seems to be a big one for your Scotweb customers and that is to have someone employed to reply to customers emails, to look into their complaints and to generally keep them up to date. There is nothing worse than having a problem, sending a mail and getting no reply. Thanks.

**Nick Fiddes** · 21st December 12, 11:39 AM

Thanks. But I'm not sure on what basis you say that about a 'big problem', other than occasional postings by individuals with individual issues that usually have utterly reasonable explanations once explored. In fact we have three or four very well trained team members on the front line, who reply to many enquiries within an hour during the working day, and almost all others within a day. And we always investigate whenever we hear of a reply not having been received. In almost every case it's due either to an email failing to reach us, most usually due to a wrong address being used, perhaps. Or else our replies being consumed by spam checkers and not being found, which is the other most common explanation. I'm not saying we're perfect. Sometimes mistakes happen. And sometimes it's simply not possible to give a definitive answer to questions, especially when information being sought is out of our hands. But we do put a huge effort into our customer responses, and I'd prefer not to let your suggestion otherwise remain unanswered!

Have a great holiday. :-)