Staff and management have written into the firm's philosophy their determination to "give people the best possible inspiration, confidence and opportunities to create homes of their own that they can be proud of". And they are putting a lot of effort into achieving this: It is planned to turn their DIY stores into a regular destination for outings where the whole family can find everything that they need for improving their home. This is now known as the "destination store" concept.
This is shown above all in the format that is being further developed alongside the Supercenter marketing arm: the B&Q Warehouses. It was 1995 when the company opened its first "genuine" Warehouse in Aberdeen. Meanwhile this has expanded to 80 from the total of 314 B&Q outlets. They have certain typical characteristics in common: the ideal location offers a retail area of 12 000 m² where 40 000 items are available. Parking space for about 600 vehicles must be at customers' disposal for a store that is open seven days a week, Monday to Saturday from eight till eight, and on Sundays from ten till four. Which is how the average store achieves sales of £ 23.5 mio (38.3 mio euro) per year.
The company goes for experience, so that one in 20 of the 240 employees is over 60 years old. Ten per cent are qualified specialists, in order to serve the target group of trade customers in particular.
A genuine example of this kind of outlet covering an area of 13 400 m² was opened by B&Q last year at the Hartcliffe retail park near Bristol . Here it is possible to experience what the British DIY retailers regard as customer proximity in pure, unadulterated form.
Situated right in…