We're still buzzing from our first Proud of My Store recognition event last week. With the excitement of seeing our overall winner crowned, it was also an absolute pleasure to spend time with all our nominees and to recognise the teams and individuals who make our towns and cities such amazing places to shop and live.
After receiving almost 300 entries for this year's competition, we wanted to do much more than simply recognise the Proudest Store. So (drumroll, please), we're delighted to share the full list of Proud of My Store winners for 2022 and a little taster of why they won, in their own words.
What sets this store apart for customer experience? According to Assistant Manager Jo Irlam, it’s their laser focus on every customer, young or old, who comes through their door. Team members learn their customers' names (and the names of their pets!) and are encouraged to spend time getting to know each pet’s needs. They've even created special learning events for young customers.
Awarded for having the highest number of votes via the Proud of My Store online hub, The Original Factory Shop’s Alan Kelly told us he was astonished to be recognised. "We were so pleased to be nominated and to attend the ceremony, but we never expected to win. Our store has such a huge range of customers, all we want to do is respond to their needs and make that shopping experience pleasant for them. To be recognised for that by our peers and the public is fantastic.”
For FatFace, it's all about linking to their brand purpose. Samantha Cleaver's entry explained that FatFace is all about sustainable, ethical clothing which stands the test of time. They bring that to life daily through their collaborations with the Marine Conservation Society, the Prince's Trust and Shelter.
“Picking up an award has been amazing,” said Pets at Home’s Manager Tash Ottley. “My team is so good at supporting one another; we pick each other up and encourage each other to provide the best customer service that we possibly can.” Tash makes it sound simple, but the judges highlighted the team’s celebratory energy, commitment to learning and development and passion for the pets they work with daily as something truly exceptional.
Karen Jones’ story of a team pulling together to recover from lockdown inspired the judges. Their strategy saw them using social media to increase customer numbers and rebuild their customer base from the ground up, improving footfall, sales and profits to create a vibrant store proudly taking its place in the heart of its local community.
Manager Serena Martinez explained that happy customers make for a happy store: "Our customers trust what we do, and that's the most important thing – that's why we're there. Seeing someone leave the store with that energy of ‘I've got what I want, and I feel good, then seeing them return for more, it's the best part of the job."
As if a global pandemic wasn't enough to deal with, the team at BP Maidstone then had to deal with a fuel crisis. But the team weren't phased, thanks to their team spirit and the support they drew from their regulars. Being part of the community is the key to their success, explained Lauren May, who told us that the energy created by those relationships, in-store and out, helped them get through the toughest days together.
This store drew the judges' attention for the way it placed the diverse needs of its community of shoppers firmly at the centre of the store. Store Manager Thomas Mathers told us this was all in a day's work for his team. “Our customers are our community; our community are our customers. We see people with different needs coming through our doors every day, and we want them all to have a proper shopping experience. We all believe in that; that gets us up in the morning."
And finally – our overall winner and Proudest Store 2022 was awarded to The Original Factory Shop Haslemere. Manager Karen Coombes collected the award, supported by her team, and summed up the whole evening: “I'm in shock! This makes all the work we've done in-store worth it. In our store, we really believe in being the beating heart of our community. That's what keeps people coming back; that's what creates loyalty. I'm so proud of my store, proud of my people, proud of the work we've done and proud of our amazing community."
The Proud of My Store competition will return in 2023! Register your interest in the competition by emailing us here, and we will be in touch!