MARTINS OF HAWKHURST
That ethos is reflected across the operation, 20
That cooperative mindset extends beyond informal discussions. Mr Harringman believes there is real strength in the collective position buying groups such as Euronics offer, particularly when competing against national chains and online-only retailers. “The real competition isn’t other independents,” he says. “It’s the national players. That’s where the pressure is, and that’s why it’s important independents work together.” While still developing his own industry network, Mr Harringman says access to experienced retailers and shared knowledge has helped shorten the learning curve. In a market where pricing, logistics and supplier relationships are increasingly complex, and not to mention changing, that collective insight has a practical value. “There’s a lot of information flowing through the industry all the time,” he says. “Being part of a group like that means you’re not trying to work everything out on your own. “It’s also been a significant advantage having John and a team with decades of industry experience to learn from.”
Modernising
Since taking the helm, Mr Harringman has focused on modernising the business’ branding and digital presence while retaining the qualities that have driven its long-term success. Two separate websites, one dedicated to kitchens and one to e-commerce,
are currently being streamlined to improve the customer journey. “Our e-commerce platform needs to reduce the number of steps a customer takes to find and purchase a product,” he explains. “Competitors are becoming slicker online, and we need to keep pace, but always in a way that complements our high-touch service model.” He stresses that relationships remain central to the business.
“People like buying from us because they trust us and know we’ll go the extra mile.”
from site surveys for large appliances to the coordination of delivery and installation. The retailer’s approach to warranties and repairs is a key part of that service proposition. With Miele, for example, Martins of Hawkhurst manages repairs and replacements directly. “If something goes wrong with a Miele appliance, we handle it,” Mr Harringman says. “Customers don’t have to wait on central support; they come straight to us. That level of support builds confidence and loyalty.” The appliance market, he observes, remains competitive but relatively stable, driven by product lifespans and consistent replacement demand.
“Even when sales dip, people still need
replacements,” he says. “Our focus is on capturing that demand, particularly at the higher end, where service and expertise really matter.” Martins’ appliance offering covers cooking,
refrigeration, dishwashing and laundry, combining premium German and Italian brands with careful consideration of customer requirements. >>
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