MERCHANT FOCUS: THOMPSONS OF CREWS HILL
“And I think having that unrivalled quality service, and being approachable and knowledgeable, just attracts more customers.”
Get the displays right Part of this focus on customer service includes setting aside a considerable amount of space in the yard for the Paving Centre, where customers can visit and view the products for themselves, something Thompson is visibly passionate about.
She says: “I’ve found when I’ve visited other merchants that there is often nowhere for people to see the paving properly, except perhaps a single slab leaning up against a wall. But that’s not going to inspire homeowners or give them ideas of what they might want. That’s why we installed a massive display area for all our paving, with information boards so people can clearly see the price, size and any other details they might need. We’ve made it so that people can walk around the yard and get almost everything they need without asking a question, but if they do, our staff are trained and there to help.”
The extensive display area also helps Thompsons’ trade customers, who can send their customers down to explore the options and make decisions without having to come with them, or repeatedly visit the customer’s home with product samples. This saves the tradespeople time and allows them to get on with other jobs.
Support from IBC
Thompsons became an IBC Buying Group member in 2017 as it continued expanding its hard landscaping product offer. Joining IBC gave the company access to products that it couldn’t stock without being part of a buying group, such as Mastercrete cement from Tarmac. The company chose IBC because many of the suppliers they were already dealing with were existing IBC Supplier Partners, and becoming an IBC member made it easier and more profitable to work with them as well.
Thompson says: “Since we joined IBC we’ve found being a member very useful. We’ve found
new suppliers including a composite decking company and Marshalls Bricks, and IBC sends us regular emails that keeps us up to date with their new suppliers and a lot of promotions and exclusive offers that we can take advantage of. It’s definitely helped open doors for us, and we’ve been able to access better rates with some suppliers than we were getting before. “We’re also interested in the new IBC Services offer that they have just launched. We’re looking at the health and safety in particular, because there are so many training courses available online, but often you don’t know anything about them before you sign up. Going via IBC gives you a reliable source – if it’s recommended by them then you know it’s going to be right.”
Looking to the future Despite the challenges of the last few years, Thompsons is continuing to grow and prosper, and is now looking at more ways they can grow their business. Most recently they have had the opportunity to purchase the site next door, which previously housed the Phoenix Rose Garden Centre and is where they plan to expand their offering of garden products.
Thompson explains: “Our expansion into the garden centre will be a challenge but nothing worth doing is easy. Our aim has always been to provide high-quality goods at the right price and having a garden centre allows us to cover all aspects of the garden.”
In terms of product expansion, porcelain paving is an area where they have seen significant growth, and she believes this will only continue. “There are lot of revolutionary porcelain paving products coming out, I’ve seen the prototypes and they’re absolutely stunning,” she says. “Porcelain became popular five or six years ago; we believed in it the minute we saw it, because it’s extremely practical and durable, without the maintenance you’d have with a more traditional slab.
“At first, persuading landscapers to try porcelain was difficult, but we looked at how to make it easier for them to lay, and began stocking bespoke blades, saws and adhesives, as well as giving them installation guides so
they’d know exactly what they were doing. And we found that as soon as they tried that first porcelain job, they never looked back. “We did all the research for them, and again, that’s what we do. If we see a new product on the market that we like, we learn everything we possibly can about it. Then, if a landscaper or householder has a question about it, we’ve got the answers ready.
“The nation is definitely getting better educated about porcelain, and the quality of some of the new products I’ve seen is just insane, looking much more natural while having all the practicality of porcelain. I think that’s going to continue to be a really strong trend.” As well as stocking more porcelain, Thompsons’ product range has come full circle as the merchant has returned to its roots and begun to grow and sell summer bedding plants, vegetables and cucumbers again. Thompson explains: “We wanted to grow plants and vegetables on site again to help our customers with their sustainability and carbon footprint – we should be relying on local growing sources and not getting plants from abroad unless we have to. Growing them on site also means we’re able to offer these products at much more competitive price points than in some garden centres, where the cost of plants can be extortionate.
“Moving forward, we’re looking at more grasses, structural planting and perennials, because that’s a big trend at the moment and can give a massive amount of structure to a garden. We also sell hanging baskets, and plant up our own pots and sell them on, changing the types of plants and greenery we sell – you can’t just stick to the same thing all the time. “It’s important to me that we encourage people to have the greenery they want, even if they have the smallest of gardens. These days outside spaces are an extension of the home, and can be a real boost to people’s mental health, something that we all saw during lockdown. So, our ultimate aim is to encourage people to use their gardens more by offering them everything they need to use that extra space.” BMJ
May 2023
www.buildersmerchantsjournal.net
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