The power of positive thinking
Moss of Bath won the Best Customer Service title at the Independent Business Awards 2011. The cornerstone of the company’s success is not only the fast growing custom install business but also the proactive and positive attitude of Tim Moss, the company’s owner. Anna Ryland reports.
G oing into electrical retailing was a
natural choice for Tim Moss. He is one of five children of Frank Moss who opened his electrical shop in 1962 in Combe Down, a village situated five miles outside Bath, selling black and white TVs and radios, small electricals and offering repairs. “I loved working for my old man and got involved in the business early on,” reminisces Tim. In 1982, the family business relocated to Bath city centre. Shortly afterwards it took over the shop next door.
Moss of Bath specialises in consumer
electronics and Tim deals with brands such as Sony, Panasonic and Samsung. “I have been tempted to venture into white goods as the CE market have become very mature and margins have diminished. I may still make this step but it will be from different premises.”
Custom install “From the very beginning we were doing installations. Initially we had contracts from
local schools and pubs. But only during the last two years did we start installing TV satellite aerials as a couple of experienced installers joined the company. “At the moment we have six full-time installers putting up satellite dishes, multi- room audio, mounting television on walls etc. Our six vans are constantly on the road.”
The company services the products it sells, and takes referrals from local retailers and from the manufacturers who sell through online retailers such as Amazon. Tim proudly stresses his personal involvement in everyday business: “Any installation – I will go first and quote.” Over the last ten days he has done almost forty quotes. They range from mounting TVs on the wall and corporate jobs in offices to cinemas to satellite installation. “The local Georgian buildings have to be handled with extreme care and they tend to be very labour intensive, that’s why other companies won’t touch them.”
24 The Independent Electrical Retailer October 2011
Moss of Bath’s customers are mostly middle age professionals who work in the city’s university, private schools and the health sector. “They are busy people who need service and wish their products to be installed by us. “We have amazing customer loyalty.
Children and grandchildren of our original customers are coming back to us. We also have a lot of word-of-mouth referrals.”
Staff
“I have great staff,” admits Tim. The company’s 14-member team includes three sales staff, one engineer, six installers and two admin staff. “I could do with another two installers but I need to think hard whether now is the right time to start hiring staff. Nobody has left me for ten years because I pay them well (approximately 15% above the average) and treat them well. None of them is on commission but when we make a profit everyone gets a bonus.”
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