March 2026
ertonline.co.uk
For Hanna Haines, Director at Abbey Appliances, the business represents far more than a retail store. It’s a place rooted in the same local connections that have defined Evesham for centuries. “We see ourselves as an extension of our local community,” she says. “That’s always been the ethos of the business and something we try very hard to maintain.”
From the beginning Hanna’s own route into the industry was anything but conventional. Having completed a degree in Drama, she originally expected to pursue a career in the performing arts. Instead, she found herself working as a PA to the CEO of a large health insurance firm in Surrey. It was a professional role she enjoyed, but life had other plans, as it often does.
In 2008, she moved back to Evesham for personal reasons, and a temporary opportunity arose at Abbey Appliances. The previous Owner, Lyn Knight, who as many of you know is Hanna’s mum, needed someone to help in the shop.
“I was meant to stay for six weeks,” Hanna says. “That was 18 years ago.” What began as a short-term role quickly
turned into something more permanent. Over time, Hanna became embedded in the business and the industry, developing both product knowledge and an understanding of what makes an independent retailer thrive. When Lyn later retired, Hanna and Sam Morris stepped forward to take on the responsibility of running the business as Directors.
The present day Today, her role at Abbey Appliances is as varied as the retail environment itself. With a small but highly capable team, everyone in the business takes on multiple responsibilities, and Hanna is no exception. A typical day might involve speaking with customers, arranging deliveries or installations, handling accounts payable and receivable, organising marketing and advertising campaigns, ordering stock, speaking with sales representatives, managing payroll or sourcing spare parts. “It’s extremely varied,” she explains. “We’re a small team of incredible staff who all multitask between different roles. That’s actually what I like most about the job. The role is fluid, and no two days are ever the same.”
That sense of flexibility has become
increasingly important as the retail landscape continues to change. Abbey Appliances was established in 1995, at a time when shopping habits looked very different from today. Back then, most appliance purchases took place in physical stores, and personal interaction was an integral part of the buying process. Fast forward three decades and the majority
of retail transactions now begin online. But while that shift has transformed the market, Hanna believes it has also highlighted the value of what independent retailers do best. “The vast majority of retail now takes place online with no personal interaction and no direct customer service,” she says. “Our business has always stayed true to the traditional values it was born with and offers customers a personal experience that goes above and beyond a simple transaction.”
That focus on personal service remains one of Abbey Appliances’ defining characteristics. Customers walking through the door aren’t simply browsing products; they’re often seeking advice, reassurance or guidance on what can be a significant household purchase. For Hanna and her team, the goal is to ensure every customer leaves feeling supported and confident in their decision.
“Excellent customer service means listening to your customer, understanding their needs and expectations, and meeting or exceeding them,” she says. “We really do try to help our customers as much as possible, and our team are highly skilled in this regard.” The approach has clearly resonated with local shoppers. Much of the business Abbey Appliances receives comes through word of mouth, with new customers frequently arriving on the recommendation of friends, neighbours or family members.
“The feedback we hear most often is that people have had a positive experience or that they’ve been recommended to visit us by someone they know,” Hanna says. “That’s always really reassuring because it confirms that sticking to our ethos is key.”
Core independent values While the core values of the business have remained consistent, Abbey Appliances has not stood still. One of the most significant developments in recent years has been the
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introduction of fitted kitchens, a move that has broadened the scope of the business considerably.
The decision was driven by changes Hanna and her colleagues were observing in their customer base. Increasingly, people were upgrading their homes and undertaking more ambitious renovation projects. “We could see that our customer base was changing,” Hanna explains. “People were upgrading their homes more regularly, and there was a gap in the local market for a retailer who could provide an entire package.” Because the business already had extensive experience in appliances and electrical work, expanding into kitchens felt like a natural progression. Abbey Appliances can now design, supply and fit kitchens while also providing the electrical work and appliances required to complete the space. Support from Symphony and the Sirius Buying Group played a key role in helping the team develop the design and planning skills needed to expand into this area. For Hanna, that guidance was invaluable.
“It opened our business up to a new type of customer,” she says. “We were very grateful for the support we received while learning those new skills.” >>
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