Fifth generation indie furniture store says USP has to be customer service

A 140-year-old, family-run furniture store in Saffron Walden, Essex – currently owned by the fifth generation of the founding family – says that its solid local reputation and loyal customer base has been built on a USP of customer service.

“If you ring the shop, you speak to someone in the shop, or if you email or enquire online, you will actually get hold of someone that is working directly on the online sales, explains Kate Reed, co-owner and director of Angela Reed.

“We got a lovely Trustpilot review only yesterday saying, ‘it's like old fashioned customer service that I haven't had for ages’. I think that's amazing. When you find us, and you use us, you're like, oh, this is how customer service should be. We’re really hot on that. It means an awful lot to us.”

Kate’s husband is the fifth generation to take on the business, which is divided between second-hand antique furniture and Angela Reed itself, with 13 showrooms filled with new furniture and home accessories. Over that time, the business has seen major changes to the retail landscape.

“It's been tough few years,” continues Kate. “We came out of the pandemic, and it boomed, we couldn't keep up with demand. We relaunched our website for Angela Reed but not for the second-hand furniture because everything just moved so fast. Then the war in Ukraine hit and, honestly, you could almost of plot it on a chart. It just went downwards so we've been slowly building back. But the retail space has changed; footfall is down, people shop differently and what they look for in certain seasons has really changed. We've noticed this year particularly that when you would expect everyone to be buying garden furniture, people are still buying sofas and dining tables. It’s a real change.”

So, how do you begin to manage that shift?

“That's a really good question,” continues Kate, “and every time we try to do so, it's not how we think it would work.

For example, February for us would usually be a bad month. We historically plan for February being dreadful. February this year was one of the best months we have had. You can’t really predict. We had a brilliant garden furniture year last year; bought in loads of stock of a particular brand that did very well last year and then, this year, you no-one's buying it.”

And is does additional pressure come with taking on such a well-established, family business?

“For sure. You become the custodians of something. We don't want to be the generation that loses it, but there’s also a lot of pride. I met my husband when we were both working in professional sport in Bath, but he always knew he wanted to come back to Saffron Walden and take over the family business. He is very proud of that and was very honoured to come back and take it over.”

And Kate speaks highly of the independent scene in Saffron Walden.

“It’s a really lovely town with a really nice community feel,” she says. “There are lots of lovely independents. For us, moving back from Bath, it was a lovely town to move to.”

Kate is also a big supporter of the local Saffron Walden BID. But just how important is it to the town?

“I'm a big supporter of the BID, primarily to have a voice. There are lots of different stakeholders in the town so, to have an organisation that can cut through the noise and make you feel that you have a voice, is really important, especially at the moment. To be able to speak to someone and know that you then can be put in contact with the right person, or you can bounce ideas off them for promotion or ideas for the town is positive.”

Kate’s also keen to reinforce the importance of supporting local independent retailers, wherever you live.

“For us, it makes us sustainable, and that's the thing people tend to forget when it might be easier to shop on Amazon or with bigger chain stores.

We rely on people shopping with us, and it is that kind of use us or lose us message. We're fortunate that we're still here as lots of independents are not. Passion is key and we really care. If we get something wrong, we really care about making it good and making our customer service brilliant.”

Web:  angelareed.co.uk

Facebook:  @angelareedshop

Instagram:  @angelareedshop

Supporting local indie shops helps you take pride in your area, says Milngavie artisan gallery owner.

Independent shops provide a reason for social interaction and give people the chance to take pride in the area in which they live, by supporting businesses that then, in turn, provide jobs for local people.  

That’s the message from Eleanor Barron, owner of Elba Gallery, a multi-award-winning art and gift shop in Milngavie, East Dunbartonshire, about seven miles north of Glasgow. The gallery specialises in handmade Scottish gifts, art, jewellery, ceramics and glassware made in Scotland by local artists and selected UK makers.  Everything is either handmade by the artists themselves or it is their original painting or design that has been hand printed onto something meaning there has been a little bit more input than the average gift shop. 

“People missed social interaction during the pandemic when they couldn't go and talk to somebody in a shop. Sometimes they just come in and buy a card and when they go, they say thank you, that was a really nice chat,” says Eleanor, who started the business ten years ago. 

“So, it’s important to still have bricks and mortar shops plus, of course we’re selling items that they can't get elsewhere. There's nothing like going in and seeing and feeling the quality of something and we are also telling the story of each artist as we are selling it, so if somebody asks who made this, where is it made, how is it made, we can tell them.”  

But, like many indie shop owners, business is up and down at the moment.  

“The economy's not great,” continues Eleanor. “We rely on tourism especially as Milngavie is at the start of the West Highland Way. We have visitors from all over the world that come to do this walk, so we also have touristy items that they can buy, little souvenirs, that we have had specially commissioned by the artists.” 

In terms of promotion, Elba Gallery uses a range of tactics. 

“We do advertise in printed format in the local community magazine and that helps with locals. Also, though, if you are a visitor staying in an Airbnb you can pick up the magazine, see something that they could maybe get a souvenir, something particularly Scottish,” explains Eleanor. 

We also do a lot of social media. I don't do the paid social media. I focus on just doing my own thing on Instagram, Facebook, and most recently on TikTok.  I am also one of the directors of the local BID, and we use the Milngavie BID website to showcase these amazing 150 or so businesses in the town centre.” 

The onset of the pandemic also saw Eleanor selling online for the first time. 

“After many years of not having an e-commerce website, mainly because we sell handmade things, and once I've sold it, it’s gone, when the pandemic hit in 2020, I was given the challenge to get an e-commerce site up and running in six weeks by the BID. They helped me through that process, and they gave me three months funding for it, and somebody to guide me and help me through it. That made a huge difference to the business in 2020, and it was as good as, if not better than, trading in person. And I thought, wow, I've been missing out all these years.  

But then, since we reopened the business, no one has really been buying anything online because my type of shop is the sort of shop you want to come in and look at gifts and touch and feel and see for yourself.” 

The town, though, retains a vibrant, independent scene. 

“Milngavie in Bloom Volunteers plant lovely flowers and baskets in the town centre which the shops & businesses pay towards. We have a real community spirit. We put on big events like classic car shows, Healthy Habits, a light switch on at Christmas and we all come together and help pay for that. It does feel like a destination shopping experience.” 

So, looking back over the ten years since she opened Elba Gallery, is Eleanor still as excited by it now as she was then? 

“That's a good question,” she says. “It’s harder work now. In the past people would come in and say, “I'd love to get a gift for my friend” and then when you recommend something and they like it, they would have also bought one for themselves. Nobody says that anymore. They all say, I'll just take the gift.” but at least people are still shopping local and that is the main thing.” 

Web:  elbagallery.com 

Instagram: @elbagallery 

Facebook: @elbagallery 

TikTok: @elbagallery 

X (Twitter): @elbagallery  

Blackpool’s latest indie food, drink & retail destination is getting the word out.

Independent retailers in a refurbished former street market in Blackpool are getting the word out about their new food and retail destination in the centre of the resort.

Abingdon Street Market, which is home to more than 20 independent businesses, includes a food hall serving street food from six local independent businesses, alongside a cocktail bar and a craft beer lovers bar.  The food hall opened last May and the retail side in November.

One of its on-site retailers is Abingdon General Store, which sells everything from cheese to craft beers, soaps, candles, and greetings cards.

“We sell a bit of everything really,” explains owner Grace Harvey. “We have a few things from local makers, including candles and craft beer. We try and source things from local suppliers and everything is sourced from within the UK.”

The market was closed for a number of years, and through part funding from the UK Government through the UK Shared Prosperity Fund, the market has been transformed into a retail centre home to over 20 independent and local businesses from across Lancashire.'

“Because the market was closed for so long through and after the pandemic, we are still getting the word out there that we're here. We have a makers’ market the last Sunday of every month within the retail space, and we are hosting other events, including a festival in August in co-operation with Farm Yard Brew. It's a real community, and it's not something that Blackpool ever really had before.”

Getting the word out means making sure that Abingdon Street Market is visible on platforms like Google Maps and Apple Maps.

“A lot of people will look online before they go to places,” continues Grace, “that's kind of their retail landscape these days. So, making sure that you have an established online presence is important. I’ve had positive interactions with customers and have asked them if they can review us on TripAdvisor or Google. Obviously, not everybody will, but even just having a few results on there has made a huge difference towards our visibility.”

And it’s the personalised experience that is the reason so many people like and value their independent shops, says Grace.

“Having someone that they can come to who is knowledgeable, who genuinely cares about the products that they're providing, and wants to provide what people really want is important. We also sell a lot of things that you wouldn't get in a supermarket, things that are made with love and care.

We have a lot of free-from products, a lot that are vegan friendly. We mark everything on the label with a green leaf that's vegan friendly and people appreciate the thought that's gone into it.”

And this makes Grace confident about the future.

“I think overall, a lot of people have returned to independent businesses, particularly after the pandemic. Independent retails give a sense of community. People seemed to have moved away more from department stores and I think having those diverse options is important. There are so many people with knowledge and passion for retail and for Blackpool itself, which has been reflected in the offerings that we have.”

Web:  abingdonstreet.market

Facebook:  @abingdongeneralstorebpl

Instagram:  @abingdon.general.store

You must always have a point of difference to make sure people want to come to you, says indie toy shop owner

Armadillo Toys, an independent toy shop in the Chapel Allerton area of Leeds, an area with plenty of independent retailers, has been established for more than 20 years.

And so much has changed in that time.

“The retail landscape has changed completely since we started,” says owner Lisa Clay.

“Then, there was virtually no Internet and you relied on telephone directories for people to find you. We have had to adapt and change. We used to sell a lot of big items, big dolls houses, train sets, castles, lots of stuff like that. But nobody buys that from us anymore. They will all buy it online regardless of whether it's cheaper or better in store.”

So, in terms of cutting through and carving out a niche against bigger retailers, how has Lisa managed that?

“Like a lot of shop owners you talk to, we try not to sell the things that are sold in the major stores. We select the best quality and value brands, with a range that reflects our 20 years of experience in choosing great products for our customers.”

Although Lisa has built up a loyal local following and is well known in the area, she says you can’t always rely on that.

“Customers and their children grow up and move on. But the area we're in, we're on a busy main street, tons of traffic going past all the time, so people know we're here. To me, though, you must always have a point of difference to make sure people want to come to you. So, customer service is vital. Our huge selection and the choice we offer is our point of difference.”

We offer free gift wrapping for any purchase in store. We give to local schools and charities. I also offer gifts already wrapped and ready for people just to grab and go. They are bagged and ready to go with a birthday card on them, so, if someone wants a gift for a four-year-old, they can just pick up a bag, and it's done.”

And Lisa is clear on why she thinks it’s important for people to support their local independent shops, not only on the Independents’ Day weekend, but all year round.

“I think we may be on a slippery slope down to no shops at all. How long that will take is anyone's guess. So, the fight to keep businesses open is a real one, a genuine one, especially with the growing presence of online.

People can come in here and go, oh wow, this is lovely, and they really enjoy it, the children love it. They buy things because they see them, they like them, they touch them and the value of that actual physical approach to shopping I think is underestimated.”

Chapel Allerton, where Armadillo Toys is based, is a hotbed for great independent shops, with Lisa singling out design-led gift store Chirpy; The Little Bookshop; Rebel and Rose, a gift shop selling handbags, accessories and gifts, and stylish women’s and children’s clothing shop Katie and May for particular mentions.

And, after 20 years, Lisa still loves what she does:

“It’s hard, it's always been hard, everyone that owns their own business knows you must be dedicated and love what you do, it's lovely to see customers and children happy. I am a very lucky person to love my job, I always look forward to going to work”

Web:  armadillotoys.co.uk

Facebook:  @ArmadilloToys

Instagram: @armadillotoys

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Supporting local indie shops helps you take pride in your area, says Milngavie artisan gallery owner.

Independent shops provide a reason for social interaction and give people the chance to take pride in the area in which they live, by supporting businesses that then, in turn, provide jobs for local people.  

That’s the message from Eleanor Barron, owner of Elba Gallery, a multi-award-winning art and gift shop in Milngavie, East Dunbartonshire, about seven miles north of Glasgow. The gallery specialises in handmade Scottish gifts, art, jewellery, ceramics and glassware made in Scotland by local artists and selected UK makers.  Everything is either handmade by the artists themselves or it is their original painting or design that has been hand printed onto something meaning there has been a little bit more input than the average gift shop. 

“People missed social interaction during the pandemic when they couldn't go and talk to somebody in a shop. Sometimes they just come in and buy a card and when they go, they say thank you, that was a really nice chat,” says Eleanor, who started the business ten years ago. 

“So, it’s important to still have bricks and mortar shops plus, of course we’re selling items that they can't get elsewhere. There's nothing like going in and seeing and feeling the quality of something and we are also telling the story of each artist as we are selling it, so if somebody asks who made this, where is it made, how is it made, we can tell them.”  

But, like many indie shop owners, business is up and down at the moment.  

“The economy's not great,” continues Eleanor. “We rely on tourism especially as Milngavie is at the start of the West Highland Way. We have visitors from all over the world that come to do this walk, so we also have touristy items that they can buy, little souvenirs, that we have had specially commissioned by the artists.” 

In terms of promotion, Elba Gallery uses a range of tactics. 

“We do advertise in printed format in the local community magazine and that helps with locals. Also, though, if you are a visitor staying in an Airbnb you can pick up the magazine, see something that they could maybe get a souvenir, something particularly Scottish,” explains Eleanor. 

We also do a lot of social media. I don't do the paid social media. I focus on just doing my own thing on Instagram, Facebook, and most recently on TikTok.  I am also one of the directors of the local BID, and we use the Milngavie BID website to showcase these amazing 150 or so businesses in the town centre.” 

The onset of the pandemic also saw Eleanor selling online for the first time. 

“After many years of not having an e-commerce website, mainly because we sell handmade things, and once I've sold it, it’s gone, when the pandemic hit in 2020, I was given the challenge to get an e-commerce site up and running in six weeks by the BID. They helped me through that process, and they gave me three months funding for it, and somebody to guide me and help me through it. That made a huge difference to the business in 2020, and it was as good as, if not better than, trading in person. And I thought, wow, I've been missing out all these years.  

But then, since we reopened the business, no one has really been buying anything online because my type of shop is the sort of shop you want to come in and look at gifts and touch and feel and see for yourself.” 

The town, though, retains a vibrant, independent scene. 

“Milngavie in Bloom Volunteers plant lovely flowers and baskets in the town centre which the shops & businesses pay towards. We have a real community spirit. We put on big events like classic car shows, Healthy Habits, a light switch on at Christmas and we all come together and help pay for that. It does feel like a destination shopping experience.” 

So, looking back over the ten years since she opened Elba Gallery, is Eleanor still as excited by it now as she was then?  

“That's a good question,” she says. “It’s harder work now. In the past people would come in and say, “I'd love to get a gift for my friend” and then when you recommend something and they like it, they would have also bought one for themselves. Nobody says that anymore. They all say, I'll just take the gift.” but at least people are still shopping local and that is the main thing.” 

Web:  elbagallery.com 

Instagram: @elbagallery 

Facebook: @elbagallery 

TikTok: @elbagallery 

X (Twitter): @elbagallery  

Ends. 

Supporting Independent Shops: A Boost to Local Jobs and Economy, says Fourth-Generation DIY Business

Andy Massey, family member of a 77-year-old DIY business in Swadlincote, Derbyshire, emphasises the critical role that supporting independent shops plays in protecting local jobs and bolstering the local economy. His great-grandfather, Reg Massey, founded the business by dispensing paint into treacle tins retrieved from the dustbin men, and it has since grown into Masseys DIY, a large 30,000 sq/ft community cornerstone.

The Importance of Supporting Local Businesses

As Independents’ Day UK approaches on the weekend of July 6th and 7th, Andy Massey stresses the significance of supporting local shops:

"We are part of this community; we live and work here. Our 35 staff members are local residents, so when you support us, you're supporting local families and our local economy. We pay our share of UK taxes and business rates, unlike some multinationals that benefit from unfair tax advantages and government grants. Supporting independent shops like ours ensures that local jobs stay local, and our community thrives."

Embracing the Company’s Rich History

Andy also highlights the value of the company’s long history:

“Having a long history as a business is wonderful. Being well-established has made us a recognised brand locally. While the older generation is familiar with our store, it’s exciting to share our rich history with newer residents in the area. It helps connect them to the community and to us.”

Competing with Big Chains and Online Retailers

Despite the challenges posed by large chains and online retailers, Andy is confident in Masseys DIY’s competitive edge:

"I have no issues competing with large chains on price. They might have brand recognition and promote hundreds of products out of the 26,000 lines we stock, but we can stay competitive as they also have significant overhead costs. The real challenge comes from online sites operating with minimal margins and low overheads. For us, fair pricing is crucial. We’re not the cheapest, nor do we aim to be. When you visit our store, you can see, touch, and feel the products, and get personalised assistance from our knowledgeable staff. We offer a comprehensive service and expertise that adds value. Competing isn’t just about price; it’s about the overall experience. With us, you get immediate access to products and personalised service, which is a strong competitive advantage."

Masseys DIY is also a proud, long-time member of the British Independent Retailers Association (Bira). Andy Massey values this affiliation:

"We are proud to be long-standing members of the British Independent Retailers Association (BIRA). Being part of BIRA gives us a collective voice and representation alongside many other independent retailers. It provides us with valuable resources, support, and a sense of community. BIRA helps us stay informed about industry trends and changes, and it advocates on our behalf to ensure fair treatment in the marketplace. This support is crucial in helping us navigate challenges and continue to thrive as a local business. We're grateful for the solidarity and the strength that comes from being part of such a dedicated organisation."

Supporting independent shops like Masseys DIY not only preserves local jobs but also strengthens the community and economy, ensuring a vibrant and sustainable future for local businesses.

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Shopping & supporting local is important, says Bristol's oldest independent health and wellbeing store

For Wild Oats, Bristol's oldest independent health and wellbeing store, local reputation and being part of the community is really important.

“We're well known for our customer service. That’s what really sets us apart from some of the big chains out there so, over the last 40 years, we have developed a very loyal customer base,” says Jordan Clements, Wild Oats’ Marketing Manager

But for Wild Oats, supporting local is equally important.

“We try and keep the miles that we get the products in from quite low,” continues Jordan,  “so that in turn supports other local Bristol brands. It’s important for us to be at the heart of supporting local and ethical products.”

 So, what works best for Wild Oats in terms of promoting the business?

“We’ve been here for so long that customer service and word-of-mouth has been the main way we've marketed ourselves,” she says. “It's only more recently that we've really pushed online marketing, digital marketing. We’ve done events where we have invited the local community in for free talks and to raise some money for charity. We also host a market day with other small businesses on our road. This brings even more awareness to the road that we're on, as we're kind of tucked away.”

The move online, though, is opening up a new customer base outside of Bristol.

“As an independent business, budget is quite tight for marketing. We’ve got a Google Pointy account which shows up local inventory on Google Shopping for local people. But now, with our e-commerce store, we are sending orders to Scotland, to the Isle of Man, wherever we can reach people online.”

Wild Oaks are also committed members of Bira, which is supporting this year’s Independents’ Day campaign.

“Being a Bira member has been important for the business. We've leaned on Bira for a few things, from legal advice to policies relevant to the store, it's a comfort to know that we've got someone to call for extra advice or to talk things through.”

And when it comes to supporting local indie shops this Independents’ Day weekend, Jordan has a clear message for Bristol shoppers:

“Independent shops care about you. They care about the whole chain, really. They care about the suppliers, what they're getting in the shop, who they're sending it to, and making sure that you've got exactly what you need. So, we need that support. That’s why we’re getting our heads together to see how we can help make the most of Independents’ Day this year in Bristol.”

Visit woats.co.uk

Instagram: instagram.com/wildoatsbristol

Facebook:  facebook.com/wildoatsbristol

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