MERCHANT FOCUS: THISTLE TIMBER & BUILDING SUPPLIES
position to support our customers,” Allen says. The Dunbar branch has already made a notable impact on the community. “One of the most rewarding parts of this expansion has been the positive effect on local employment. Over half of our new staff previously commuted to Edinburgh, but now they can walk to work. Others have shorter journeys too—so it’s not just about job creation, but also better work-life balance and a reduced carbon footprint.”
Beyond supplying building materials, Thistle aims to inspire customers through innovation. “We’re developing 10 different landscaping and walling concept gardens at the front of our Dunbar site,” she says. “Seeing products in situ helps customers visualise their projects. We hope people will visit in the coming months to explore the gardens and gather ideas for their own spaces.”
including timber, landscaping products, roofing supplies, and a full suite of building materials.
“We’ve ensured our Dunbar branch is as well-stocked as our others, with full showrooms, spacious yards, and newly landscaped display gardens,” Allen says. This consistency guarantees that customers receive the same high standard of service and availability across all locations.
Thistle currently employs around 60 staff members across its branches, with 10 based in Dunbar, and expects to recruit more as the business grows. Finding the right staff, however, has been a key challenge in opening the new branch. “The biggest hurdle when expanding is securing the right people. By defining clear roles, conducting thorough interviews, and offering ongoing training, we ensure our team is equipped to deliver the service we pride ourselves on,” she adds. While many businesses focus on their competitors, Thistle keeps its attention firmly on customers. “We don’t worry about what others are doing—we focus on delivering the best experience for our customers,” Allen says.
From seamless deliveries to helpful in-store service, the aim is always to provide a reliable and positive experience that encourages repeat business.
She adds that Thistle also takes a proactive approach to customer acquisition. “We’ve invested in an easy-to-navigate, informative website and actively engage with customers via social media. The company also takes a personal approach, reaching out to local tradespeople directly.
“Our sales team contacts businesses in the area to ensure they know we’re here and ready to help. And, of course, great service leads to word-of-mouth referrals, which are invaluable,” she explains.
With the construction industry constantly evolving, Thistle stays attuned to emerging trends, seeing growing interest in eco- friendly methods, innovative materials, and modern building techniques. To stay ahead, the company maintains strong relationships with suppliers, ensuring it can offer the latest products to meet shifting demands. “Our close ties with suppliers allow us to adapt quickly, always keeping us in the best
June 2025
www.buildersmerchantsjournal.net
Looking ahead, Thistle’s goals include the regular introduction of new products, enhancing customer experience, and investing in staff development. “We want to help our employees build their skills and progress in their careers so they grow alongside the business,” Allen adds.
One of the defining features of Thistle is its long-standing dedication to both staff and customers. “Several of our employees have been with us for over 20 years, and a few have recently celebrated their 25th anniversaries. The business’s future is also secured through family succession. “All three of David’s children now work in the company and are preparing to step into leadership roles,” she says. “It’s reassuring to know Thistle will remain in the hands of those who truly understand its core values.”
“Our success has always been built on excellent service, quality products, and a genuine commitment to our customers and staff,” Allen concludes. “As we continue to grow, these values will always be at the heart of everything we do.” BMJ
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