The lates issue of DIY Week (August 23) includes our annual DIY Retail Leaders supplement, which details the top players within the UK DIY industry.
While conditions remain tough for the retail trade, with consumers still price watching and demanding more in terms of service and convenience, the retailers listed in the pages of our supplement are making strides to meet customers' expectations and to improve efficiencies within their businesses.
On top of that, all but one of the top 21 retailers profiled in DIY Retail Leaders, from 350-strong chains to independents with one or two stores, reported a positive operating margin in the last financial year - an improvement on figures presented in the 2012 supplement.
Multi-channel investment is also paying off, with retailers making it even easier for customers to access their offer. In fact, the British public are probably hard pushed to find a reason not to shop with some of these companies when it is possible to browse, stock-check and buy online, on a smart phone, over the telephone or in store, and then arrange delivery or collection from a store the next day, or in some cases, within the hour!
Service is important and good retailers recognise that but, of course, as with everything, expectations and the definition of good service move on and evolve.
Having said that, the basics will always apply. Having the product in stock when the customer needs it and delivering it in time, offering knowledge and support to the shopper, and providing convenient access to your offer - these things always win out, it's just about bringing those values up to date to suit today's modern customer.
28 August 2013 | 12:18 |