David M Robinson

The Chairman, MD and General Manager visit branches on a very regular basis at least weekly and make a point of talking to all staff, retail and workshop, not just the manager about a wide range of topics, seeking feedback and ideas on: how to improve the customer experience; views on product range; marketing materials and sales opportunities. Each member of staff is personally known and this helps to establish a good dialogue and opportunity to raise any issues or concerns that they may have. As a small company with many employees having long service - average service is almost 11 years, there has developed an extended family culture with a strong ethos of doing the right thing: for customers and each other.

The Chairman, MD and General Manager visit branches on a very regular basis at least weekly and make a point of talking to all staff, retail and workshop, not just the manager about a wide range of topics, seeking feedback and ideas on: how to improve the customer experience; views on product range; marketing materials and sales opportunities. Each member of staff is personally known and this helps to establish a good dialogue and opportunity to raise any issues or concerns that they may have. As a small company with many employees having long service - average service is almost 11 years, there has developed an extended family culture with a strong ethos of doing the right thing: for customers and each other.

The Chester showroom team recently went to London for an overnight stay which was primarily about team building and exposing them to the fine jewellery offering in the capital city. The evening was spent at a top London restaurant which was an excellent introduction into luxury living, a theme carried into the team meeting the following morning. Ideas for growing the Chester business and making the most of social media were explored. This was particularly important as the Chester location had lost a key watch account and was going to be focusing on the origins of DMR - fine diamond jewellery supported by two Master Goldsmiths based on site. The team then took the opportunity to conduct some mystery shopping after lunch including competitors' window displays, giving them ideas to bring back and implement within their own showroom.