company profile 25
Frasers keeps success in the family
Little did demobbed aircraft engineer Arthur Fraser know when he started a typewriter repair business in July 1919 that the company would still be going strong 95 years later. Alan Fraser, Arthur’s great-grandson and current managing director of Frasers Office Supplies, shares the secrets of its longevity with Bea Longworth
“I don’t know what my great-grandfather would have made of the 21st century’s world of networked printers and digital whiteboards but I hope he’d recognise the team spirit and dedication to quality that still characterise his company today,” says Fraser.
Frasers Office Supplies has not merely survived but thrived, no small feat in an industry that has changed dramatically since the firm was founded.
Frasers’ 20 employees are based at the 11,000 sq ft warehouse facility in Arkwright Road, Reading, where the company recently moved to accommodate its expansion. As well as achieving close to a century of trading, Frasers also celebrated another milestone; in the financial year ending March 2013 it achieved a turnover of £3 million for the first time.
“The business is a true family passion,” explains Fraser. “I’m the fourth generation of Fraser at Frasers. My great-grandfather retired in his 90s and my father and grandfather both started work here aged 15. That dedication is still alive and well. Our customers aren’t just buying a product or service from us – they’re gaining a trusted partner who can advise them on all aspects of their office supply needs.
relationship of trust our staff has with Frasers’ customers. We place a huge emphasis on outstanding customer service and everyone who works at Frasers really takes ownership of what they do. Our team spends the time to really understand customers’ needs so people know they can pick up the phone with any request. That’s how we became aware of the demand for a complete office interiors service in the region and, thanks to our staff’s ability to recognise the opportunity, we’ve been able to capitalise on it.”
Nick Clark and Alan Fraser, joint directors
cheapest price. Our offering represents true value because we work with customers to take costs out of their business by delivering a mix of price, quality and service that’s right for them. We have customers who’ve been with us for over 50 years, even dating right back to Arthur Fraser’s day. Once they try us, people stick with us because we never let them down.”
Alan Fraser and Nick Clark with the team of drivers
“Frasers’ success has its roots in two things: the value we place on people and our ability to innovate. We’ve faced many challenges over the years but, because we’re a relatively small company, we can be very nimble in reacting to new trends and customer demands. That’s a big advantage.”
He adds: “These days, office supplies doesn’t just mean selling paper clips and envelopes. Products like printer ink and toner, paper and mailroom supplies are still a big part of what we do, but we’re also diversifying. Two of our strongest growth areas are janitorial and catering supplies and office interiors. From supplying teabags and cleaning products to project managing a complete office refit and designing a new boardroom, we now support our customers in every aspect of their office environments.
“This came about because of the THE BUSINESS MAGAZINE – THAMES VALLEY – SEPTEMBER 2014
It’s this understanding of what really matters to its customers that sets Frasers apart. “We invest in having our own uniformed drivers who will deliver orders to exactly where customers need them, right down to putting reams of paper next to the copier. Many companies don’t have their own staff making deliveries but, when you think about it, often it’s the drivers who have the most regular contact with the customer, so it makes a lot of sense to ensure that direct relationship is strong,” Fraser says.
Office supplies is an increasingly competitive sector. There are plenty of outfits willing to slash margins to the bone to win business and Fraser admits that converting potential customers can be challenging. In spite of this, he’s confident that Frasers has the right formula to maintain its momentum. “Spending money wisely doesn’t always mean going for the
Although Frasers has accounts all over the UK, its heart is in the Thames Valley. “I believe a big part of our region’s strength lies in the variety of its business community,” Frasers says. “We have everything from top-class law and accountancy firms to IT, private and public education and pharmaceutical. I’m very grateful to be based in such a
diverse and vibrant area. The Thames Valley has been good to Frasers and I’d like to thank all our staff and customers for the vital part they continue to play in our success.”
Details:
Nick Clark
nick.clark@
frasersoffice.co.uk
Alan Fraser
alan.fraser@
frasersoffice.co.uk
0118-9310310
www.frasersoffice.co.uk www.frasersinteriors.co.uk
www.businessmag.co.uk
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