April 2023 ertonline.co.uk


31


Q: Who do you serve, and are direct-to- consumer sales a significant revenue stream for you? CR: We serve homeowners as well as landlords and letting agencies, when it comes to both repairs and sales, so direct-to-consumer sales are a key revenue stream. As an omnichannel retailer with 40 years of expertise in bespoke furniture and contract interiors, as well as appliances, we relish the opportunity of being so close to the end user’s needs so that we can better serve their lifestyle requirements and predict the next trends so we can proactively support their future needs.


Q: Are instore purchases being phased out by e-commerce? What facilities do you have in place to combat this? CR: In my opinion, people still buy from people, and often want to ask specific questions from a real person in a showroom rather than by typing into an online chat or


trying to work


things out for themselves from brochures. We are finding that consumers are more inclined to do research online before they visit us, so they are effectively warm leads which is why our customer service and sales protocol reflect this. Our staff are available over the phone and via email as well as in person so they can offer support at every stage of the customer journey. Having a six-day operation and flagging the benefits of our location also helps to make visiting us in person a great decision – alongside our easy-to-navigate online shopping experience.


Q: What are your main goals for Glotech Chippenham for the next five to 10 years? CR: We have recently undergone a huge level of investment in order to refine our business


offer in the UK marketplace as a whole, and in the next three years we will be marking our 50th anniversary. We look forward to celebrating this milestone with Glotech Chippenham becoming a key part of our growth strategy. With the post-pandemic global market continuing to readjust to new challenges, we anticipate that property will remain a mainstay of the UK economy as property developers continue to consolidate their portfolios and repurpose brownfield sites and cater


to the


buy-to-let market. Naturally, investment in appliances will be


part of this and we want to be sure that Glotech Chippenham is firmly on the map as a centre of excellence. In the future I believe there is set to be even more opportunity to work with architects and builders on homes which are tailored to specific demographics – whether that


might be super-premium branded residences, multi-generational family homes, student accommodation, eco-homes, retirement living or social housing. We are a fiercely ambitious family business and we want to ensure that Glotech Chippenham delivers the absolute best in terms of products and services. We are keen to keep building new partnerships with trade and domestic customers alike, as well as providing exciting career pathways as an employer of excellence and playing our part in supporting the appliances industry as a whole. Our Chippenham engineers all live locally, and it is really important to us that our family business is supporting our community and making life better with labour-saving devices, which can be easily integrated into today’s individual kitchen living and laundry spaces.


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