MERCHANT FOCUS: SBS MIDLANDS
“Our role is quite simple; from a customer perspective, they want their deliveries to turn up on time with their full order. Ultimately, we understand that the biggest cost to our customers is having their people stand around on-site and not work because they are waiting for a delivery. This is where Smith Brothers excels. We commit to holding unrivalled stock levels, which ensures we can fulfil same-day collection orders off the shelf and make next- day deliveries across the UK.”
understand that our customers want choice and something unique. Unlike those who cut costs and operate with minimal staff, we try to do things differently. We have a large warehouse full of stock, with plenty of people answering the phones. Our services are efficient and customer-friendly.“
Branch empowerment Each Smith Brothers branch operates as its own cost centre and company directors empower branch managers to make key decisions on their stock profile and pricing, with senior management always on hand to provide assistance.
Nottingham has a wide variety of commercial, industrial, factory and private housing, including student accomodation. Kinnear says: “Within Nottingham, Derby and the surrounding areas, we provide materials to builders and mechanical contractors, and also focus on plumbers who do commercial and air conditioning installations.”
“In summary, we stock all the parts, accessories and fittings involved in the movement of water or heat around a building. Although we do not yet stock toilets, basins or ceramics, we can still provide all the systems that link to those products.
Smith Brothers Stores was founded in 1897 and remains family-owned to this day. With a 125+ year trading period comes experience and expertise. The years have enabled the business to grow its product portfolio, expand its branch network and hone its service offerings, all whilst establishing and maintaining a glowing reputation within the industry. It is this reputation that has allowed the business to grow organically and attract new customers.
Kinnear adds: “I also want to say that we have seen competitors swing by and check out the new branch. It is quite funny because you can’t see in from the outside, but we can see out. It has created a few funny moments in the office. Competition is important because it keeps out complacency and means that we must work even harder to guarantee our customers get what they want.” Looking to the future, Bridgewater comments: “For the business, I think it’s world domination. But jokes aside, we want to continue on our upward trajectory. “Expanding our air conditioning offering across all Smith Brothers branches will help. If you go back two or three years, we only offered ACR in two or three branches, and it has been very successful for us.
“We will also look into new avenues for the business because this is what you must do. The industry changes constantly, so we must position the business in the right direction to capture these opportunities.”
Kinnear says that branch staff are always available to pick up the phone to chat, and because of the structure of the company, decisions can be quickly made, and customers can get answers to their questions quickly.
August 2024
www.buildersmerchantsjournal.net
He adds that supply chains have faced significant challenges in recent years due to various global circumstances. The Ukraine- Russia war, as well as the COVID-19 pandemic, disrupted supply routes, increasing competition for the same resources. The meant that many businesses have struggled to secure parts, particularly from regions like China, making it a considerable battle to maintain operations.
Stock in depth
Bridgewater says: “Our company has managed to navigate these challenges. We maintain substantial stock reserves, allowing us to continue servicing our customers without relying on a just-in-time inventory. This buffer has been crucial in mitigating the impact of supply chain disruptions. While every business faces challenges, including staffing issues, we emphasise the importance of hiring the right people for the right roles.”
“Our drivers, for example, do more than just deliver goods; they build relationships and serve as the face of our company, making it essential to have the right person in place.” “The importance of a cohesive team cannot be overstated, whether it’s drivers, internal sales staff, or account managers. Each role is vital to our success. The broader industry faces uncertainties, particularly with political changes and economic fluctuations. “For instance, elections can influence where funds are allocated, affecting sectors like construction and education. This uncertainty can lead to hesitancy in investment, impacting our business.”
Kinnear explains: “Despite these challenges, we have continued to grow, even in a challenging market. While some competitors are closing branches, we are expanding. This helps to demonstrate the effectiveness of our strategies.
“Our company ethos centres on three core principles: staff, stock, and service. We prioritise having dedicated staff, unrivalled stock levels, and exceptional customer service. This simple yet powerful approach has been fundamental to our success and will continue to guide us forward.”BMJ
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