retailer profi le: abbey appliances Multi


award-winning retailing


A


bbey Appliances has been at the heart of Evesham for more than a quarter


of a century and the Knights show no signs whatsoever of slowing down. At the IER Awards 2023, Abbey Appliances won the Best Customer Service and Best Marketing & Advertising Campaign, while Hanna, who joined her mother in the family business in 2008, having worked as a senior PA in London, was named the Best Young Gun. I visited Lyn and Hanna at the end of June to see if winning the awards had sunk in and what was next for the award-winning business.


Best Customer Service Lyn is insistent that the most integral part of


the Abbey Appliances is the customer service approach. “People walk in customers, and walk out as


friends,” she says. “The friendly atmosphere the staff create in-store and over the telephone is a notable diff erence to our competitors and customers often point this out. “They feel more relaxed, engaged and trusting in such an environment and it is the team’s caring attitude to all of our customers that really instil a feeling of value in clients when dealing with the company.” Lyn says her team at Abbey Appliances is


known for their great knowledge of appliances and their can-do approach to problem solving. “Their main aim is to take care of their


Best Independent Retailer Customer Service


Best Marketing and Advertising Campaign


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Best Young Gun - Hanna Knight 01386 442540


Evesham-based Abbey Appliances, established in 1995 scooped three awards at the IER Awards, to add to the other accolades the business has achieved. Simon King headed to the Worcestershire market town to meet Lyn and Hanna Knight


customers and help them in any way they can – whether this be fi nding them the exact machine they want or fi xing a broken appliance that is causing the customer stress,” she says. Particularly during the current cost-of-living


crisis, Lyn says her team know that life’s worries can often manifest and may be tipped over by the smallest of things (such as a faulty oven or washing machine), so it is down to the team to ensure that work is done quickly, effi ciently and with minimal disruption to the customer. As well as their well-developed customer skills,


the team are also highly qualifi ed in all areas of appliance sales, maintenance and repair. “With over 150 years collective experience in the industry, they are able to assist customers


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National Industry Award Winners 


12 | www.ierdaily.co.uk


July/August 2023


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