CONFERENCE REPORT
T
he annual retailer address was given by Mackays of Cambridge. The talk brought together
three
members of the Mackays family to share an exciting journey of how a successful independent business was built from a single instruction from a father to his sons to ‘go and make yourself a business’. Co-owner Duncan Mackay, who
runs the business with his brother Neil opened the presentation by telling delegates: “I can’t stress enough how important it is to have BIRA lobbying for us. Now, more than ever, we need a strong voice talking about what’s happening on the high street from an independent retailer’s point of view. The Government has not worked out how to effectively tax the bigger online retailers, as they grab chunks of our market. I hope the high street doesn’t become a sacrificial cow in this post-Brexit country.”
He said of Mackays – an independent hardware business that offers hand tools, power tools, ironmongery and has extended into other markets, including PPE cllothing, access ladders and even fireworks: “This is the story of two brothers who left Scotland to make their fortune. I’m here to tell you about our business and why we wouldn’t sell it for the world.” The two brothers in the story
were Neil and Duncan’s father Donald Mackay and his brother Rod. “Uncle Rod moved to America and worked on the aqueduct pumping water from the Rocky Mountains to Los Angeles,” explained Duncan. “He spent a lot of time buying up land in the area that is now known as Beverley Hills. He became very wealthy and
spent his life farming avocados, so you couldn’t really say he wasn’t successful,” laughed Duncan. Donald, meanwhile, was the manager of an ironmonger, Alsop & Sons Wheelwright. He bought the shop from the owner and established the Mackay family business on the East Road site in June 1912.
Family is very important to the Mackays and their business, and Neil and Duncan proudly mentioned their aunt Joan who was a branch director for the British Hardware Federation (BHF) for 40 years. Neil and Duncan discussed what they have learnt from their history in order to shape their business going forward. “We try to predict the future and look at how we should all respond to what’s coming up,” said Duncan. He continued: “We started from very humble premises
and, in
1949, we knocked that down and built our new shop.” The business now comprises four units: a retail shop, a metals warehouse, internet sales and an area for reps. “All of these complement and support each other,” said Duncan. “There were over a dozen firms
doing ironmongery in Cambridge and now there are only two – why
have we succeeded?”
asked Duncan. “I think staying in business through the difficult times is vital,” said Duncan, adding: “listening to the needs of the customer is also key.” Neil continued: “We also have
the ability to react fast and develop niche markets.” He told the story of how his father had challenged him to develop his own strand to the business using a neglected building out in the car park. “I identified the area we were the weakest in but that had the most
potential, which was our garden department. My father said ‘you can do it but don’t sell garden gnomes’. The first thing I sold was a pair of gnomes,” he chuckled. “I then then focused on top-end, high-spec products that were hard to find.” The venture blossomed and forms part of the business today.
Neil’s son, Andrew, who also works within the business, also addressed delegates. “We have to fight much harder for customers’ attention in what’s becoming an ever-noisy marketplace,” he said. “It’s going to be even harder to maintain service-led retail. But we work hard to maintain that and we do see a future in what we do. “Cambridge was like an island
and was hard to get to. Now, with the advent of online, it’s like a continent – the whole wide world is in the hands of our customers.
Delegates flocked to the Bristol Marriott Royal Hotel to for an insight into how the retail landscape is shaping up for independent retailers.
There is ever-increasing demand for convenience and speed from customers and they are more fickle. It has created a new beast. We used to be the knowledge
source but now people can look up how-to videos on You Tube or get advice from us and ten look online for a cheaper price.” However, he
believes
Mackays co-director Duncan Mackay
addressed delegates alongside his brother Neil and nephew Andrew
this
pressure just makes the business that bit harder. “A better-informed customer can only demand the best version of us,” he said. “We need to eradicate needless duplication, review our ranges and ensure we have better, more fleshed-out ranges. If you don’t provide what they’re looking for, they might not come back.” Reaffirming Mackay’s USP, he said: “We need to continue to develop niche markets and engage with our local community. We are different from the big boys.”
20 DIY WEEK 16 JUNE 2017
www.diyweek.net
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