RETAILER SPOTLIGHT
spring/summer clothing, gardening, bathroom and bedroom accessories and pinpoint reasons as to why some things move up and others down, but we try to engage with our customers in many different and interesting ways, keep our ranging fresh and updated, and offer good value, product knowledge and service.
Q:Who are your main competitors? And how do you ensure your customers choose you instead of rivals? GH: I love this question because we are fortunate to have different aspects to Harts. In our shop, we serve a 20-mile radius with very little competition. Beyond that, larger towns feature not only chains like John Lewis, Pro Cook, and Lakeland but also several strong independent cookshops. When it comes to online shopping, every retailer is a competitor,
regardless of size. This includes large retailers like Amazon and John Lewis, as well as suppliers who sell directly. So, what sets us apart and makes customers choose us? Our commitment to customer service is key. We offer real people with extensive, old-school knowledge, ensuring that our online customers receive the same high-level experience they would enjoy in-store. We utilise market-leading technology to ensure a simple and effective purchasing journey. Additionally, we offer a wide range of choices, stocking full selections to represent brands rather than just picking top sellers, all while offering excellent value for money.
Q:How do you attract new customers? GH: Sorry, but I’m not going to give away all our tricks of the trade, but happy to share a few! Reputation: Whether through word of mouth, physical presence, or digital, reputation is worth its weight in gold. Engaging Social Media and Advertising: We love new products and like to share why we love them. Targeted and Unique Advertising Campaigns: Anyone can send an email or create a campaign, but we use technology and other marketing magic (or that’s what our marketing department tells me) to target the right customer at the right time and not just a batch-and-blast approach.
Q:What are the main problems of running the business in the industry today? GH: Costs, costs, costs. It scares me how rapidly expenses are rising, which in sourcing the best technology for both our online and in-store operations, but this comes at a cost. Some people believe that running a website is cheap and easy, but when you manage the volume of SKUs we do, the marketing team, web development team, third-party marketplace team, customer service team, and an effective warehouse team. To maintain our
April/May 2025
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and industry-leading purchasing teams. Then there’s the impact of politics and the ever-changing regulations we
must navigate. Statistically, election years tend to affect consumer spending leave that there.
Q:What would help to make your life easier as a retailer? GH: Stability: Understanding what lies ahead would greatly improve our ability to forecast effectively. Since the COVID pandemic, we have been forced to react to an ever-changing political and economic landscape. I don’t want to sound preachy, but decisions made for the greater good of the Additionally, it would be helpful if some suppliers could clarify whether
they wish to be suppliers or competitors. If they want to create a website to undercut the retailers that support your brand?
Q:Do you have any plans for the rest of 2025 and beyond? GH: Oh yes, we have exciting plans ahead! Over the past 18 months, we have been developing a three-year strategic plan. After analysing numerous forecast models, we have settled on a solid strategy and are ready to take action. With rising costs and competitors being acquired by venture capitalists or losing their identities, we must implement a proactive plan that maintains our unique identity, honouring the hard work my dad put into starting this journey. While we will need to make some unpopular decisions, such as opening on
Sundays, our strong performance in physical retail requires us to adapt. We continue to invest in our store, enhancing it with new displays and creating store-within-store environments with support from key suppliers. We are also incorporating new technology, including AI, to assist—rather than replace— our departments. Additionally, we will work closely with key suppliers to develop our own-brand offerings.
Q: Is there anything else you wish to add? GH: I love independent retail and feel fortunate to have grown up in that environment, working alongside my father and brother, as well as a team that I truly consider family. I’ve had the pleasure of collaborating with some of the most dedicated individuals in the kitchen and housewares industry. We all face personal and professional challenges, but we support one another, which is what matters most. It’s important to take care of yourself and look after others while learning from everyone around you.
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