February 2026
ertonline.co.uk
He notes that this exchange of insight has been particularly useful during a period of wider market uncertainty. With trading conditions proving challenging across the sector over the past year, the ability to benchmark experiences has provided important context. “It’s been quite a tough year generally, and people are very open about that,” he explains. “Hearing that others are dealing with the same issues helps you understand what’s specific to your own business and what’s happening across the market more broadly.”
“Martins has been around for 53 years now,” he
reflects. “There’s a lot of history here, and people perceive us in different ways. Some customers come in for our range of appliances, while others know they can come to us for a high-end kitchen and a complete appliance package.” That longevity, he explains, has been sustained by a clear focus on the customer. “The most important thing is really listening to what the customer needs,” Mr Harringman says. “Of course, there’s an element of selling, but much of what we do is advising, helping customers choose the appliance that best suits their lifestyle and identifying which features genuinely matter to them.” He adds: “We offer a complete range of kitchens and appliances. Someone might come in looking for a dishwasher and leave with a fully designed kitchen, if that’s ultimately what they need.”
Supplier support
Long-standing partnerships with premium brands, particularly Miele, continue to underpin the retailer’s reputation for quality and reliability. Martins of Hawkhurst also hosts official Miele service support, ensuring customers have access to expert advice and comprehensive aftersales care. “Miele is a really good brand for us,” Mr Harringman says. “We’ve worked with them for years, and the official backing provides reassurance for customers, particularly when it comes to aftersales support.”
Stronger together As a member of the Euronics buying group, Mr Harringman highlights the role the group has had in supporting both the practical and strategic sides of the business. He points to the value of drawing on a wider network of independent retailers facing similar challenges. “The regional meet-ups have been really helpful,” he says. “You get to meet other local retailers and have very open conversations about how things are going, what’s working and what isn’t.”
This hands-on approach has helped foster loyalty across generations, with many families returning to the retailer for successive kitchen and appliance purchases. Although Mr Harringman is relatively new to the electrical retail side of the business, he brings with him extensive experience in business and craftsmanship. Having previously worked as a cabinet maker and in oak framing, he has first- hand knowledge of bespoke kitchen construction. “I knew the kitchen industry from my previous work, but appliances are new to me,” he admits. Support from John Martin, the company’s General Manager, and Scott, a long-serving member of the team, has helped him navigate the nuances of the sector. “I’m learning all the time from people who’ve been here for decades. That mix of a fresh perspective and deep experience is really powerful.”
Despite operating in overlapping territories, Mr Harringman suggests there is little sense of direct competition between independents. Instead, he describes a pragmatic understanding shaped by geography and service capability. “We all know the areas we can realistically cover well, so we direct customers to other retailers and they do the same for us” he says. >>
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