COMMENT Onwards and upwards

No 5,864 - 27 September 2019

Editor: Fiona Garcia 01622 699 161

Assistant editor: Kiran Grewal 01622 699 155

Art editor: Paul Forster 01622 607 962

Publishing director: Paul Ryder 01622 699 105

Publication Manager: Sallie Payne 01622 699 151

Product news co-ordinator: Ed Waugh 01622 699153

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“I got the impression that this level of friendly service comes very naturally to the team here”

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Recently I wrote a comment about B&Q and several poor experiences I and others had had across the company – from digital, to in-store, and via the telephone. I admit it was a less than glowing report and, off the back of that, I was kindly invited to take a tour of the New Malden store with manager Lee Bayliss. What I found there was pleasantly surprising, with plenty of stock on show, a clean, bright retail environment, strong merchandising and linked sales opportunities, plus the holy grail of plenty of helpful, knowledgeable staff on hand wherever you looked. Even wandering outside in the garden centre area on my own later, taking a few photos, I was approached by Anton, who merrily chatted to me about everything from oversized planters and B&Q’s show garden at Hampton Court Palace, to some of his own favourite varieties of plant and how the store sets up for Christmas. Maybe everyone had been told to be on high alert and on their best behaviour, with a journalist roaming around but, somehow I got the impression that this level of friendly service comes very naturally to the team here and it is unlikely they could put on that much of an act purely for my benefit. Obviously, I’m not suggesting that New Malden is indicative of what customers are experiencing across the B&Q estate – I think that is still very much a mixed bag and needs some attention. But, my goodness, if B&Q was looking for someone to talk up their business and show how good retailing should be done, then Lee was the man for the job. I’ve always said that one of the aspects of my job that I enjoy the most is getting out

to retailers of all shapes and sizes and it is also something I will really miss over the next year, as I begin my maternity leave. Clearly I will still be visiting retail stores but it won’t be in the same capacity and I do appreciate how odd it may look wandering the aisles with a baby under one arm and my camera in the other, snapping away. Some of you may also know that our lovely assistant editor, Kiran, is leaving DIY Week,

with this also being the last issue she works on. She has been a huge asset to the team and I wish her well in her future endeavours. In the meantime, we will be handing you over to a new editorial team, from the October 11 issue onwards. I hope that they continue to provide the same level of insight and inspiration that you have come to expect from DIY Week over the years.

Editor, Fiona Garcia: In This Issue

© 2019 Datateam Business Media Ltd. DIY Week incorporates Decor Retailing, DIY Retail Leaders, DIY Superstore, Do-It-Yourself

Retailing, Domestic Electrical Appliances,

Excellence In Garden Retailing, Excellence In Woodcare Retailing, Excellence In Timber Retailing, Excellence In Tile Retailing, Garden Retail Leaders, Garden Retailing, Hardware Merchandiser, Hardware Trade Journal, Homecentre, Home Storage Retailing, The Ironmonger, Ironmongery & Hardware, Lighting, Martineau & Smith’s Monthly Circular, Mercantile Guardian, Superstore Management, Tools Retailing, and Wholesale Leaders. No part of this publication may be reproduced by any means without prior written permission from the publishers. Every effort is made to ensure the accuracy of material published in DIY Week. However, Datateam Business Media Ltd will not be liable for any inaccuracies. The views expressed by contributors are not necessarily those of the editor or publishers. DIY Week is registered at Stationers’ Hall. ISSN 0954-8823. DIY Week is printed on environmentally friendly paper; both text paper and cover stock are elementary chlorine free and sourced from paper suppliers with a well planned environmental policy. This issue of DIY Week includes some editorial photographs provided and paid for by suppliers. Printed by Buxton Press.


The latest headlines from across the home improvement and garden sector

P10 / RETAILING DIY Week takes a tour of B&Q’s New Malden store

with manager Lee Bayliss and his team

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The latest news affecting the independent businesses in the DIY and home improvement industry P22 / SAFETY & SECURITY

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27 SEPTEMBER 2019 DIY WEEK 3 Published by

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