IQ-Magazine-Issue-16

More documents

Recommendations

Info

iQ business profile article by Sammi Nice Switched on to Success With over 900 employees across 45 locations, we were eager to know the success behind Hughes, one of Grant Thornton’s ‘Suffolk Top 100’ businesses Robert Hughes When we look at how much has changed for local businesses in the area, the mind boggles. We’ve seen a series of economic depressions as well as the digital switchover in 2011. There’s also been the Harry Potter phenomenon and the rise of social media, not to mention iPhones and iPads. We were keen to understand what has helped Hughes stand the test of time and remain a leading electrical retailer across the region. Robert Hughes, current MD, gave us a deeper insight into the brand and tells us all about their history, current status and future plans. issue <strong>16</strong> | page 56
iQ business profile Generations of greatness Since its foundation in 1921 by Frank Hughes in Lowestoft, the 3rd-generation family-run business is now standing stronger than ever. Robert joined the business in 1996, where he took over from his father and uncle. Originally raised in Lowestoft and now living in Bury St Edmunds, Robert has undoubtedly played a pivotal role over the last 20 years. “We’ve opened a further 23 stores across the area and take real pride in seeing the business succeed. Every member of the team takes huge pride in the service we deliver to ensure customers are always more than satisfied,” Robert explains. Hughes not only now operates across the whole of East Anglia, it also dominates the online, trade and rental market. They are in fact now positioned as the country’s fourth largest electrical retailer. Customer focus “Understanding our customer has always been integral to how we do things,” Robert says. Most businesses are aware that the customer has the power; however Robert always aims to exceed the norm. He explains, “It’s always better to under promise and over deliver.” When it comes to delivery times for example, they always give themselves an extra day when proposing times to a customer. “We undertake approximately 2,000 calls a month which statistically is 25% of new business. Net Promoter Score (NPS) measures us from 0-10, 0 being the lowest and 10 the highest.” Hughes consistently achieves an NPS average of at least 8.5, which Robert says, “speaks for itself.” This is an effective way of measuring how happy customers are with the company’s products, but more importantly, the service they have received. Robert is always sure to follow up any negative feedback, as he feels this is just as important. Robert says, “It’s not about thinking of negative feedback badly, it’s about how you act on it and turn it around. Depending on what’s happened, we always try and make it up to the customer.” Recruiting talent “We’ve really learnt over time the benefit of recruiting the right people. I strongly believe that you should appoint on personality, as the relevant skills and knowledge can be taught, but ‘social intelligence’ can’t!” Hughes bring the best talent into the business, it also offers an impressive training programme to keep knowledge and motivation up. “We’ve seen real benefits from investing time in our people in order to help them fulfil personal career goals.” Robert also thinks it’s important to reward his staff and it’s another great way of keeping them motivated and encouraged. “When I hear of our staff giving good service, I always make sure they’re recognised and rewarded - it makes them feel good.” “Understanding our customer has always been integral to how we do things. It’s always better to under promise and over deliver.” More Information 01284 755919 www.hughes.co.uk Hughes, 4 Brentgovel Street, Bury St Edmunds, IP33 1EA issue <strong>16</strong> | page 57
Page 1:
Issue 16: march - MAY
Page 4 and 5:
At Robinsons, we have a dedicated F
Page 6 and 7: Helping you to grow. We help busine
Page 8 and 9: iQ business overview Glen Mon Hughe
Page 10 and 11: iQ exporting The Benefits of Export
Page 12 and 13: iQ business profiles Ones to watch
Page 14 and 15: The Northgate Business Centre hoste
Page 16 and 17: iQ top under 30 Matt Abbott Matt Ab
Page 18 and 19: A Premium Experience at the QIPCO G
Page 20 and 21: Ask about our Gala Dinner packages!
Page 22 and 23: iQ top under 30 Adil Khokhar Adil a
Page 24 and 25: iQ advice DNA of a successful famil
Page 26 and 27: The Family Directors Carmella, Robe
Page 29: iQ working environment the case for
Page 32 and 33: iQ marketing Cubiqdesign’s PR and
Page 34 and 35: iQ marketing a free tool that will
Page 36 and 37: iQ business communications Internal
Page 39 and 40: iQ property Cambridge is where the
Page 41: iQ investment Surviving the buy to
Page 44 and 45: iQ diary St Neots Business Coffee M
Page 47 and 48: iQ diary Organiser: Menta, The Suff
Page 49 and 50: iQ events time, probably less than
Page 51 and 52: iQ business profile Looking to supp
Page 53 and 54: Fresh from the Fenland We meet the
Page 55: achieved as well as to look further
Page 61 and 62: iQ people PEOPLE POWER We find out
Page 64: You might not expect your accountan
show all

IQ-Magazine-Issue-16

Create successful ePaper yourself

Delete template?

Save as template?