Sector Focus


Rates talks abruptly halted


Businesses in Britain’s towns and cities hoping for a Covid lifeline in the form of reduced business rates have instead been given a kick in the teeth. Property consultant Colliers,


which has an office in Birmingham and is a leading expert on business rates, claims the Government has suddenly cut off talks about business rates appeals, with no explanation. The talks had been going on


between the Government’s Valuation Office Agency (VOA) and a body set up to represent the majority of businesses appealing their rates, RSASG (Rating Surveyors Association Covid-19 Strategy Group). Colliers says after one agent


went public in late December to say a deal had been struck to give businesses a rates holiday because of the coronavirus pandemic, talks were abruptly halted. Colliers head of business rates,


John Webber (pictured), said he believed the Chancellor himself may have been responsible for this, in a bid to play ‘Father Christmas’ during this month’s budget. He said: “It is outrageous that while jobs are being lost by the hour and businesses prevented from occupying office space in towns and cities up and down the land,


that the Chancellor effectively


called a halt to discussions between the VOA with agents representing small and medium sized businesses at Christmas. “In these talks the VOA had


tabled an initial offer of a 25 per cent reduction in business rates which should have risen to 75 per cent - but the offer was withdrawn as soon as it came to public attention and before it could be properly accepted. “For the VOA to be instructed


that it should not resume negotiations or to engage with us in a constructive manner could sound the death bell for many firms. “One wonders about the


Chancellor’s hand in this. Is he just hanging on so he can play Father Christmas at the Budget on 3 March – to bask in the glory of handing back to businesses monies they should not have paid out in the first place? “We urge the Chancellor to


direct the VOA to re-enter negotiations with us, or to come clean and explain why it won’t. Our clients deserve more consideration than to be left out to dry.”


58 CHAMBERLINK March 2021


Why store experiences are key for the future of retail


With footfall across non-food retailers down by 40% in 20201, retailers need to think outside the box in order to respond to consumers who have adapted to a virtual way of life. Covid-19 has accelerated the


growth in e-commerce, and with an incredible array of products at our digital fingertips, it’s time for Bricks & Mortar retailers to shift to a more creative way of thinking. To build brand loyalty, stores must evolve to excite and engage their customers, helping to draw them into store and engage with the brand on a deeper level, rather than focusing on a simple cash transaction. Although 2020 introduced


Retail Therapy


By David Pardoe Head of retail, marketing and tenant engagement, The Mailbox


many consumers to the convenience of online shopping, there has been a noticeable absence of human connection and experiences that are important on a social and psychological level. Research shows that consumers have found trips to shops and supermarkets instrumental in combating isolation and loneliness during the pandemic. It’s important to remember that physical retail spaces not only offer a valuable try-before-you-buy option, as well as an opportunity to interact with products, but can also provide a social setting for shoppers to engage with friends while casually browsing their favourite brands. High street stores are crucial for economic growth,


so as we prepare to emerge from lockdown, what can retailers do to successfully entice these customers back to their Bricks & Mortar spaces? Taking inspiration from the ease of online shopping, digital strategies can be implemented to streamline retail space and offer cross-channel services, such as click & collect and online stock checkers. This will boost efficiencies within stores by reducing queues and wait times, in turn creating capacity for more valuable engagement with customers. Building personal relationships has limitations online, but is essential for enhancing brand perception. The availability of brand experts on-site can


bolster the personalisation of shopping experiences.


‘Research shows that consumers have found trips to shops and supermarkets instrumental in combating isolation’


Having the opportunity to interact with a fashion, sport or interior specialist and obtain bespoke advice will promote a connection between the customer and the store, increasing brand loyalty and ensuring repeat visits. For showrooms in particular, implementing an appointment- based system allows customers to consider and share their shopping objectives and preferences before visiting the store, further streamlining the experience by ensuring their needs are catered for ahead of time. It is undeniable that shopping


online is, in most aspects, more convenient and will continue to grow. However, the opportunity to try a product before committing to the purchase is stunted by delivery wait times and less-convenient return and refund processes. By


offering experiences that are built around products and benefit from hands-on testing, stores can inspire customers to travel with an aim to buy. At the Mailbox, established retailers such as Ribble


Cycles and Harvey Jones Kitchens both offer interactive showrooms in which they are able to communicate their brand values and facilitate sales. With the availability of in-store experts, cyclists can visit Ribble to discuss their passion in person with a knowledgeable, like-minded team and test products in real time. Equally, the Harvey Jones Kitchens showroom features beautifully styled displays of their different ranges, which is complemented by an in- depth consultation service. Customers have the chance to work with on-site designers to conceptualise their dream kitchen, allowing Harvey Jones Kitchens to nurture customer relationships and build trust. Currently, these showrooms are offering virtual


replacement services, but customers are still looking forward to that face-to-face interaction that isn’t reliant on a strong Wi-Fi connection. High-spend products require the ever-important touch element of in-store shopping, as the signs of quality craftsmanship and design lie in physical details that can only be found in the ability to take a closer look.


Retail


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