view from the shop floor
that we have some incredibly talented visual merchandisers working for us. The remainder of day one was filled with quality speaker after quality speaker. Everyone that took to the stage had something useful and valuable to say. I took most from Andrew McMillan who worked with John Lewis Partnership for 20 years before moving in to consultancy. His understanding of customer service and its importance was beautifully presented; I think most of us in the audience found ourselves nodding in agreement with his points. If we make our customers feel special, acknowledged and appreciated they will come back. Every customer has different needs and problems. Our staff must have the ability to put themselves in the customers place, understand their problem and be empowered to put things right, make things better and if possible make it memorable for all the right reasons. As evening approached, the new GCA Chairman, Dennis Espley from Squires Garden Centres, brought the proceedings to a close. I have to congratulate him on a day that was well planned and beautifully executed. The fun - I mean ‘work’ - didn’t stop there. Monday night was associates night, a chance for garden retailers to meet with their suppliers and say thank you for their support. The exhibition was
packed, with retailers and suppliers furiously swapping business cards and making appointments to discuss opportunities and I’m certain that many of those who met for the first time will rapidly become good friends. Old friendships and business relationships were rekindled and words of thanks, encouragement and support were exchanged between business partners stretching back almost to the very birth of garden centres. After dinner we were entertained by Mr Gardening himself – Alan Titchmarsh. Alan is a real gardener to his very core and his passion for plants and for the gardening industry was evident. I cannot think of another individual who has done more to promote plants and gardening. I know everyone in the room was thrilled to hear that he is coming back to the small screen to continue to educate and inspire all gardeners from novice to horticulturalist. Alan reminded me how important it is to introduce young children to gardening and inspire them. I took his words to heart and my personal challenge for 2011 is to introduce gardening to as many children as I can. Day three opened with a
presentation from our Italian colleagues who are hosting the next International Garden Centre Congress. The South Tyrol region looks a beautiful place to visit and I know the UK’s garden centres will once again send a large delegation.
how important it is to introduce young children to gardening and inspire them. I took his words to heart and my personal challenge for 2011 is to introduce gardening to as many children as I can.
“Alan Titchmarsh reminded me ”
Ian Boardman returned to the stage and continued the countdown of the UK’s best garden centres. I would like to congratulate Cowell’s and Bent’s Garden Centres who are leading the way and rightly deserve to be called the best. It was abundantly clear that both winners had highly motivated teams from top to bottom in their organisations. They know the benefits that high standards and awards bring to staff motivation, customer experience and ultimately the bottom line of their businesses. I was incredibly proud of my own team who collected the award for best outdoor living display (Garden Furniture and BBQ’s) and were recognised for the third year running as a Garden Centre of Excellence, coming 6th in the top 10. I’m not exaggerating when I say that tears of joy were shed when the team back at home found out.
They are now motivated more than ever to see if we can climb any higher and I will support them as much as I can. Christine Walkden took to the stage and I wish to thank her for giving my colleagues and I a good kick up the behind. She reminded us that at our very core we are plant retailers and repeatedly emphasised the word “garden” in “garden centre” to make her point. Although we sell a broad range of other products too, we must not forget we are serving the gardeners of our communities and not dilute our gardening offer too far. We can easily forget how intimidating our outlets can be for novice gardeners and those who’ve been inspired to have a go by the TV, internet, a magazine or a celebrity chef. Wherever a new customer finds inspiration, when they walk into a plant department and are confronted with plants displayed alphabetically by Latin name I can understand why they might feel intimidated. Christine reminded me how I feel when I go to the computer retailer and feel totally out of my depth. At Poplars we will find ways to educate, to inspire, to hold the customer’s hand and make a visit to the garden centre a warm and welcoming experience. The GCA conference is like taking a huge shot of adrenaline. I came away full of new ideas and motivated. I can’t wait for the sun to emerge, the temperatures to climb, the gardeners to come out from hibernation. I’m itching to get those new ideas turned into reality, to make improvements and do things even better. My thanks go to the organisers, the sponsors, the speakers and just as importantly the delegates who were so generous in the exchange of information throughout ■
Garden & Hardware News 11
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