contents


A turbulent six months for us all, but hope remains


W


elcome to the latest issue of IER magazine, and congratulations to


EDITORIAL


Managing Editor: Jonathan Swift jswift@datateam.co.uk


SALES


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22 Customer service: John Reddington, Founder of Big Red Sales, discusses customer service, the eff ect of the pandemic on independent retailers, and looks at how you can reinvent your business to succeed in “the new normal”


24 In case you missed it: we showcase a selection of the latest products released in the past few months


26 Brexit: Andrew Tavener, Head of Marketing at Descartes, looks at post-Brexit customs uncertainty


September 2020 www.innovativeelectricalretailing.co.uk | 3 12


22 24


all those of you who have made it through one of the toughest periods in our recent history. It’s no understatement to say that everyone, in our sector and beyond, has been hugely challenged by the coronavirus pandemic, and many good people, through no fault of their own, have lost their livelihoods and their businesses during this dreadful time. To those of you who have kept your businesses open through these most challenging of days, you are owed a huge debt of gratitude from the communities you serve, for being there when the need was greatest. It is the turn of those communities now to support you – life has changed, and with people looking to shop more locally, I’m hearing positive news from our sector that business is growing and looking much better than many might have feared in the darkest days of lockdown.


REGULARS 4 News


10 The Big Interview: with RKW’s founders Rob and Su Sutton


12 Comment: Howard Saycell, CEO, Retra


30 Sales training: Paul Laville, Managing Director, T21 Training


10 Moving on to the issue, we have a fascinating


interview with Rob and Su Sutton, known to you all I’m sure as the founders and directors of Europe’s largest housewares and SDA distributor, RKW. We’re also delighted to hear from Big Red Sales’ John Reddington, who discusses customer service and keeping business local; we take a look at some of the exciting product launches from the past few months; and Andrew Tavener, Head of Marketing at Descartes, rounds out the issue looking at post-Brexit customs uncertainty (unfortunately, it hasn’t gone away!) Enjoy the issue!


Jonathan Swift Managing Editor jswift@datateam.co.uk


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