closely involved in stocking decisions, perhaps with a more ‘nuts and bolts’ attitude to everyday stocking decisions!! Most small businesses rely on some sort of IT to maintain controls over
stocking, ordering and purchasing. Some companies develop their own in-house systems, but Jones and Clark have been able to make the bought-in Merlin System work very well for their needs. In their experience, it has not only been able to grow with the needs of the business, but also to survive (and help) with the recent change of premises. Also, when new needs for IT have been identified, the system has been able to supply newly written software solutions. Jones and Clark has a number of ways in which they test the temperature of
the customer experience. For example, this year, there is a feedback questionnaire to provide a more formal set of answers as to how the business could develop. On a more informal level, customers are sometimes asked for their views in a
short discussion on the shopfloor by counter staff or managers. Indeed, it is not unknown for the odd pint or Indian meal to be partaken of in pursuit of customers’ views. Some of the things that emerge from these discussions are quite interesting
windows on customers’ decisions to use a certain supplier – for example did you know that the presence of a coffee machine can be a dealmaker? More recently, customer views on the way in which returns were handled led
to the development of a more integrated system made possible by developing the IT system mentioned above. Another way that Jones and Clark has developed its business by listening to
customers’ views is in the purchase of a new sales and demonstration van for one of our Sales Representatives (rather than a car). This means that our Sales
Representative can make visits but also deliver to the customer base as necessary. This vehicle can be stocked with products to show and sell to a wide customer base. Simon is emphatic that membership of THS has helped the business survive
and develop, especially in recent years when trading conditions have been tough for everybody. Here he is quoted again in full:- “Our membership of THS is vital to give us the buying power in today’s
competitive industrial supplies market. We draw on the strength of the membership and thrive on the learning and support that we find from the group and the membership as a whole. We are consistent attendees of the THS Exhibition and AGM. The exhibition is important for liaising and networking with suppliers and members. This year has particular significance as we will be having our 80th anniversary Open Day and Trade Show on October 19th just before. We are excited to have the opportunity to invite customers and suppliers to our new premises.”Although Jones and Clark has its own system of “crossed tools” stickers to indicate special prices on items that are surplus to requirements, it also takes advantage of the various promotions that THS offers. Once again the online system of selecting the promotions on the THS website is praised because it is so efficient and each retailer can choose the products most suited to its customer base. The new range of basic tools from THS has also been well received by the
customers of Jones and Clark, and has proved good for the company too. Having coped with the challenge of moving to a new premises, a process that
took four days and a lot of forward planning, Jones and Clark is optimistically looking forward to the future.
–Continued next page
telephone 01444 440188
ToolBUSINESS+HIRE 17
Reply No. 205
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