March 2026 ertonline.co.uk


“That had a huge impact on us,” Hanna says. “They had been a key supplier for 30 years.” Yet the experience also reinforced one of the defining traits of independent retailers: resilience. By building relationships with alternative suppliers and carefully reviewing buying prices, the retailer has been able to fill the gaps left behind. “With every problem comes a solution,” she says. “We’ve been able to use alternative suppliers, and in some cases that has actually resulted in greater financial reward.” Looking ahead, Hanna believes there are still opportunities within the appliance market, particularly as consumers place greater emphasis on the aesthetics of their homes. Customers increasingly want appliances that match visually, often choosing several products from the same brand to create a cohesive look within their kitchen. “There appears to be an opportunity to


provide customers with a cross-section of matching products from the same brand,” she says. “Consumers have become increasingly driven by aesthetics within their homes.” In a retail environment where customers can


easily research products online, staff knowledge has become more important than ever. At Abbey Appliances, product training is treated as a priority. Team members regularly attend manufacturer training sessions and visit suppliers to learn about new technologies and features. “It’s essential that our staff have excellent


product knowledge and understand how machines work,” Hanna says. “Customers want to feel confident that we are experts in the products we sell. That builds trust.” When it comes to recruiting new staff, however, technical knowledge is not necessarily the most important factor.


“In my opinion, independent businesses


are only as good as their team,” she says. “Knowledge can always be learned. What matters more is the type of person and their approach to their work.”


For Hanna, the ideal candidate is someone who shares the business’ customer-focused ethos, works well within a team and is eager to learn.


“Everyone here works very hard and wants what is best for our customers and for the business as a whole,” she says.


Looking to the future After a year that saw both the retirement of previous Directors and the departure of a long- serving staff member, the immediate focus for Abbey Appliances is stability.


“In the short term, we want to settle with our current team before making any major changes,” Hanna explains. Longer term, there are ambitions to expand the


store and introduce additional kitchen displays, alongside recruiting and training new staff. “It’s difficult in the current climate to push


forward too quickly,” she says. “We’re cautious in our approach to major change but remain committed to evolving the business when we’re able.”


Despite the challenges facing the sector, Hanna remains confident about the future role of independent retailers. “I think independent retailers are the backbone of the appliance market,” she says. “We may never be on the same scale as the multinational retailers, but we play an important role in establishing and promoting brands.” For manufacturers, that connection with independent retailers can be invaluable. Stores like Abbey Appliances provide something


that large-scale operations often struggle to replicate: a direct, personal relationship between product, retailer and customer. “That in-person link to the consumer is something independent retailers excel in,” she says.


For Hanna personally, the greatest satisfaction still comes from the variety of the role and the sense of teamwork within the business. “I really enjoy the fact that my job encompasses so many different areas of the business,” she highlights. “I’m also enjoying learning new skills and facing the challenges that come with being a Director.” At the ERT Awards last year, Abbey Appliances was named Best Independent Domestic Appliance Retailer – Small. It was the first award the business had received since Hanna stepped into her role as Director. “I worried that we might not be able to maintain the success mum had achieved,” she says. “Especially with the challenges we faced last year.” The recognition proved those fears unfounded.


“I was thrilled,” she says. “And incredibly proud of the team for receiving that award.”


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