Richard Flower, MD of KBSA member, Ashford Kitchens and Interiors, explains how continued
investment and innovation has ensured success for their family business.
Richard Flower is a man with a passion forcustomer service, a passion that has built asuccessful family business that has notched up30 years of successful trading.However, Richard is not a man to be content with just good enough and a continuous programme of investments that has included a re-vamp of the showroom, a new website and investment in IT has resulted in the business having their best year ever last year.
investment and innovation has ensured success for their family business.
Richard Flower is a man with a passion forcustomer service, a passion that has built asuccessful family business that has notched up30 years of successful trading.However, Richard is not a man to be content with just good enough and a continuous programme of investments that has included a re-vamp of the showroom, a new website and investment in IT has resulted in the business having their best year ever last year.
“Like everyone else we had to re-asses when the recession first started to hit in 2008 but we adjusted our
budgets to reflect the market. Despite this we allocated funds to develop our IT systems and this has had a
major impact on how we do business,” said Richard.
Richard’s son Stephen has spearheaded the IT revolution and now all aspects of finance, ordering, design and marketing are utilising the latest IT tools and techniques.
This is evidenced by the smart new website, which is extremely consumer friendly, easy to navigate and really
gets across the values and service ethos of the business.The company offers quality kitchen products from Sheraton and Charles Rennie Mackintosh and bedrooms and home offices from Hepplewhite. “The quality of the finished product is important to us,” says Richard. “We want to know that when we have completed an installation it will not only look great but will continue to do so and function well for many years.”
One of the key aspects of the Ashford service is being able to tackle almost anything, providing a solution
whatever the restrictions of a client’s home and dealing with everything so that the process is totally hassle free for the customer.“That’s where Hepplewhite works really well for us,” adds Richard. “The vast range and flexibility of the product can cope with anyshaped room and also allows us to offer a creative design solution.“The support Hepplewhite provides to us as a retailer is excellent and dealing with such a
stable and flexible supplier helps us maintain an equilibrium that enables us to drive saleswithout worry. They also share our values oncustomer service, delivering what we need, on time. This efficient service translates into better margins and more profitability for our business, which is why our relationship has lasted 20 years.”
Market conditions may remain difficult for some time yet but Richard is confident about the future. “It’s hard
work but it’s worth it,” he added.
budgets to reflect the market. Despite this we allocated funds to develop our IT systems and this has had a
major impact on how we do business,” said Richard.
Richard’s son Stephen has spearheaded the IT revolution and now all aspects of finance, ordering, design and marketing are utilising the latest IT tools and techniques.
This is evidenced by the smart new website, which is extremely consumer friendly, easy to navigate and really
gets across the values and service ethos of the business.The company offers quality kitchen products from Sheraton and Charles Rennie Mackintosh and bedrooms and home offices from Hepplewhite. “The quality of the finished product is important to us,” says Richard. “We want to know that when we have completed an installation it will not only look great but will continue to do so and function well for many years.”
One of the key aspects of the Ashford service is being able to tackle almost anything, providing a solution
whatever the restrictions of a client’s home and dealing with everything so that the process is totally hassle free for the customer.“That’s where Hepplewhite works really well for us,” adds Richard. “The vast range and flexibility of the product can cope with anyshaped room and also allows us to offer a creative design solution.“The support Hepplewhite provides to us as a retailer is excellent and dealing with such a
stable and flexible supplier helps us maintain an equilibrium that enables us to drive saleswithout worry. They also share our values oncustomer service, delivering what we need, on time. This efficient service translates into better margins and more profitability for our business, which is why our relationship has lasted 20 years.”
Market conditions may remain difficult for some time yet but Richard is confident about the future. “It’s hard
work but it’s worth it,” he added.
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