TRANSPORT
FUTURE PROOFING LOGISTICS
With the BMF exploring the Builders’ Merchant Branch of the Future, BMJ asks how transport and logistics can reshape the merchant branch.
W
ith customer expectations constantly evolving, builders’ merchants must adapt to new demands and delivery
expectations, or risk falling behind. The Builders Merchant Federation’s (BMF) recent ‘Branch of the Future’ report, written by Steve Collinge and co-sponsored by the BMF and L.E.K. Consulting, has highlighted the industry’s required structural change. The report highlights that customer expectations are being reshaped by the speed, visibility and convenience of modern ecommerce. A traditional branch-led, relationship-driven model is being updated with an ‘Amazon- style’ customer experience that is digital, transparent and on-demand. The report also revealed that buying requirements between generations have changed: begging the question; how does the sector plan to meet them? ‘Older tradespeople’ expect to visit a merchant to pick up goods. By comparison, ‘younger tradespeople’, prefer a ‘Click and Collect’ or an ecommerce-like delivery experience.
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Meeting these diverse expectations requires a logistics model that is flexible enough to support urgent, app-driven orders while still preserving the reliability and personal touch long-standing customers expect. Andrew Tavener, head of fleet marketing EMEA at Descartes, recommends that in order to meet these expectations, maximising logistics operations is crucial.
A change in buying power The BMF’s research reveals a change driven by buyers in the power dynamics between merchants and tradespeople. In the past, suppliers would choose which retailers and merchants would stock their products. They drove the market and would stipulate when orders for goods would arrive. Tradespeople were often at the mercy of their logistics and supply chain operations. However, thanks to ecommerce and the Amazon shopping experience we’ve all come to appreciate, this is changing. Tradespeople are firmly in the driver’s seat, choosing suppliers based on who can deliver reliably, quickly and transparently.
Tavenar explains, “The typical builders merchant customer is 53 years old. These tradespeople generally stick to well-known brands and have their preferred trusted suppliers. They also value relationships with in-store staff and reps for quotes and advice. They are likely to buy in bulk, stockpile materials, and use traditional invoicing and paperwork. Their expectations of logistics are simple. Deliveries should be dependable, accurate and handled with care, especially for heavier or more specialised items. “On the other hand, younger tradespeople have a different approach to buying. The BMF says they are open-minded to new brands, based on good reviews and pricing. They prefer shopping around for the best deals in store and online. They also value in-store relationships, however are more swayed by online reviews and recommendations. When purchasing online, they expect almost instant quotes from a variety of modern channels including WhatsApp, email or app notifications. When handling payments, they prefer digital invoicing, online credit accounts
www.buildersmerchantsjournal.net January 2026
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