purchase option for some customers. We are also looking at the ways in which we can address the future DIY skills shortage by working with local community-based youth groups to teach young people basic DIY skills. If this is successful we may develop these interactive workshops to allow us to present to larger groups in local schools.

What’s the most amusing thing that has happened in your store or strangest thing a customer has asked for? We had a lady dressed as a cow whose car broke down in our car park. We fixed her car and politely asked her to moo-ve!

What do you do outside of work to relax?

I enjoy cycling, going to the gym and martial arts. I qualified as Black Belt in 2004. I am also a keen DIY-er and am determined to pass my skills down to my sons. Maybe they’ll join me in the business when they’re older! When I’m not doing all of that I enjoy sitting down with a decent glass of red wine.

What are your favourite products at the moment? Gorilla Glue.

How do you display products? We display as much as we can on different eye levels and also make sure products are placed logically and strategically. The whole team are responsible for keeping the displays full and we have special offer stands which are regularly changed to rotate products.

What do you enjoy most about your job?

Meeting people and solving their problems, it’s a good feeling.

And what’s the worst aspect? Not being able to help someone. We always try but sometimes, sadly, it’s just not possible.

Name one change you would make to the DIY and garden industry. That all retail outlets would either employ people knowledgeable in the industry or ensure they provide proper training so customers are

Brian Warren: “The best part of my job is meeting people and solving their problems. It’s a good feeling.”

given professional advice – not only about which products to buy but the correct and safe use of tools and materials.

What advice would you give someone just starting out in DIY retailing?

Listen to your customers and put them first – service is everything. A personal passion for all things DIY is also really important. If you don’t love DIY yourself you will find it hard to enthuse customers and offer professional, safe advice about the products they are purchasing.

28 APRIL 2017 DIY WEEK 15

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