Oliver Monk, Company Director at H Monk & Son Ltd, talks about customer service, sustainability and the need for consistent pricing.
Meet Oliver
General management role includes the day-to-day running of our family owned fifth generation independent carpet and homeware stores based in Market Harborough. My role is varied from being on the shop floor helping customers to unloading delivery vehicles a variety of tasks being a small business we have to adapt to all different roles really.
Recent investments?
Last year we made a significant investment into our main showroom, with new display shelving installed and an upgraded counter area with a large monitor to enable improved customer interaction. We are finding more people are using not just our website, but the internet in general to research their bed or furniture purchase before travelling into store, so to be able to provide a more user-friendly workspace making it easier to show customers the products available online in the showroom is working well.
Future plans?
We are mainly concentrating on offering our customers the correct range of goods from trusted established suppliers.
What is your mission?
Our mission is to provide the consumer with a quality experience throughout their purchase. We have a wide range of goods from a set of towels to a house full of carpets and we appreciate that the consumer has a choice on where they shop, so each customer deserves exceptional service. Selling mid to better end quality products enables us to stay on track with this mission.
On sustainability, what is your business doing on this topic?
This is something we are constantly working towards improving. Selecting products in store that are made with the environment at the forefront is important. Stocking suppliers such as Harrison Spinks with their glue free and foam free ranges is helping. This, and managing our own waste solutions properly, is important to us. We also work alongside the local council to ensure waste is properly sorted and collected.
How has recent business been?
Recent business has been good with the overall turnover maintaining against the previous 12 months. The flooring side has been strong i.e. fitted carpets. Having a varied product offering helps when one area isn’t doing so well the other one will pick it up. We are seeing a trend towards more distinctive furniture selling in store which is nice, the bolder the better sometimes.
What would you change in the industry?
This industry in general is very good. We would like to see more consistent pricing strategies from suppliers.
What challenges do you currently face?
There isn’t one specific challenge, overseeing a store generally involves a lot of work now. We have a website that runs alongside the showroom, so keeping on top of price changes across all platforms can be tricky. The rising cost of employment all businesses know is a challenge.
Do you have any staff you would like to pay special thanks or recognition to and why?
We are a fairly small team of nine including part time members of staff and I appreciate them all for representing the company and dealing with the customers the way they do. It is great to hear how the experience has been from the end customer and nothing beats a positive review when the job has been completed. We have had a recent retirement – Gary Freestone has been with the firm for 50 years starting at the tender age of 14. It has been a busy time recently and we went out for a meal with colleagues to celebrate this milestone. His will be big shoes to fill as he brought a wealth of experience to the fitting & delivery team, however we wish him a long and happy retirement.
Why do you think customers choose your business?
Mainly through recommendation i.e. word of mouth, we get a good volume of repeat custom, the benefits of a small town (although it is growing fast). I think the customers trust us to make the right decisions with suppliers and if there is an issue we will be there to sort it out for them.
Final thought…
Although long established, we don’t want to be too fixed on the past. By trying new lines and latest trends it will keep things fresh and move the business forward.
