Editorial This article appeared in Living Edge Magazine - we thought it was worth repeating!
Richard Lees, managing director of Cheshire Rose Interiors in Congleton, explains the secret of their success.
What we do: We design, supply and install bathrooms, bedrooms, kitchens and leisure suites (saunas, steam rooms and spas).
Who we do it for: Most of our customers come to use because we carry out the whole project from the initial survey, coming up with design ideas, through stripping-out the existing room, installing the new fitments to decorating and even window blinds.
What makes us special: We do the whole job, that's a lot of different trades and that's what makes us different - once we've agreed the design with the customer, we do the rest - plumbing, joinery, plastering, electrics, tilings, flooring and decorating.
How we got started: In 1987 Malcolm and Wendy Lees set-up Cheshire Rose Interiors in the Congleton Business Centre, opening with a few supplier accounts and the ambition to provide a very high level of service, and a one-stop-shop for both the products and, crucially, the installation of bathrooms, bedrooms and kitchens. Three years later the company purchased the current premises on Greenfield Road, eventually buying four in a row of industrial units to extend the showroom as the company grew.
Business person I most admire: I admire any individual who starts-up or runs their own business. It's hard work; you have to do a lot of balancing between dealing with suppliers, customers, statutory bodies, employees and, most importantly, family life.
My right hand man/woman is: Gary, our sales director, and Jane, our showroom manager: the engines of Cheshire Rose. They are two of the most helpful and hard working people you could ever wish to meet - if a customer comes in with a query, they won't rest until it's sorted.
Secret of our success: Listening to customers and working with them to produce the best solution for them. It's the repeat business that's key - many of our customers have had several rooms refurbished by us over the years and by looking after our customers long-term, even when manufacturers' guarantees have expired, we hope to keep it that way.
My business philosophy/top tip: Listen to the customer's needs, and if a problem arises, assume it's your responsibility to put it right. Always aim to work to a higher standard than the competition - it's the extra details that make your workmanship stand out.
When I'm not working I like to: Spend winter evenings looking through a telescope, I've just finished building an observatory in the back garden, singing with the Alsager Community Choir and helping my daughters with their GCSE's.
My next move: Products and needs are continuously changing, so our showroom is an ongoing development - every month there are new product launches and if we think something will appeal we'll put it on display. Similarly with design tools, we're always looking to improve how we show customers their new rooms - we've installed a projector and a seven foot screen so designs can be displayed at almost life size proportions.