BY MICHAEL BRESLIN
If anyone thought that working in the retail trade is boring, then they should consult Donna Houston, the manager of Heatons, High Street, Enniskillen with whom she has been for the past year.
"There is always plenty to do and plenty to learn. There is a career ladder to be climbed. If you are passionate committed and driven, you can succeed.
She was born in Antrim Town and was educated in St Malachy's High School Antrim and Antrim Technical College. On leaving school, she worked as a waitress before entering the retail sector when she was 20 and, two years later, she secured her first managerial role.
Previously, she was store manager in Bon Marche fashion store in Omagh.
She regards her present employer as one of Irelands fastest growing retailers, committed to offering high quality products at low prices for all the family, and also the home. Heatons has 8 stores currently located in Northern Ireland which are situated in Armagh, Cookstown, Coleraine, Downpatrick, Enniskillen, Lurgan, Newtownabbey and Omagh.
Are you aware if there were any other females interviewed for the manager's post? - "With any position within Heatons, they are always very popular. Yes, I do believe there were other females in for the position.
Did she encounter any awkwardness calling the shots amid a mixed male/female workforce? ""No, I have worked with many males throughout my working career and always got on with all colleagues male or female. I have never encountered any problems, and have had no difficulties in calling the shots".
So, what were her strengths that secured her the job? - "My main attributes that I feel made me the successful candidate is that I work well with a wide range people, I possess a high level of motivation, and I have strong management and leadership skills and the ability to coach and develop individuals in order to succeed".
Surely, there must be difficult or tricky moments when the buck stops with her, for instance, if an customer has a complaint?
" To start with, yes we do have a Customer Service Department. We deal with most queries at store level, but if we cannot satisfy customers' queries, we would then refer them to our Customer Service which is based at our head office in Dublin.
"As Mahatma Gandhi said: "A customer is not dependant on us, we are dependant on them, he is not an interruption to our work, he is the purpose of it. He is not an outsider of our business, he is part of it. We are not doing a favour by serving him, he is doing us a favour by giving us the opportunity to do so'. I'm a firm believer in this.
OK, so what is the procedure if she has to deal with staff matters, for instance, if a particular staff member was upsetting their colleagues?
" I believe that you lead by example, but we have policies and procedures in place to deal with any H.R (human resource) issues that may arise with any members of staff".
Donna lives in Castlefin ('it is on the map'), which lies across the Donegal border from Castlederg. So, coming from Antrim Town and, later, Omagh, how has she found the 'Enniskillen experience'?
" I have worked in many towns in Northern Ireland, from the shores of Lough Neagh to the Loughs of Erne. There are pros and cons with every town, but the pros always outweigh the cons.
"With Enniskillen having a large tourism attractions, I love meeting people from all aspects of life, and, in my job, we have opportunity to promote Heatons and Fermanagh by offering value for money and high quality products to make the customers shopping experience and enjoyable one".
The Enniskillen store is one of eight in the group, the nearest one being in Omagh.
Does she enjoy her work? - "My job is very fulfilling. Every day is different and challenging. There is never a dull moment and I would absolutely recommend it. I couldn't think of anything else i would want to be doing".
Given, as stated earlier, that the customer comes first, how high is customer service rated? - "It is at the forefront of Heatons. It is something we would pride ourselves in. We train and develop all members of staff to ensure that all our customers enjoy their shopping experience".
