KNOW-IT-ALLS HELP HOUSING UNITS BEAT THE RECESSION

Family-owned home furnishings store Housing Units has revealed the secret of its recession-beating success in 2009: know-it-alls and jacks-of-all-trades.

“That’s not quite as derogatory as it sounds – basically, the management team has been driving a process whereby any and every manager becomes familiar with the products and team in each department, and is able to work in any department and provide top-notch customer service across the board as a consequence,” said Nick Fox, director of Housing Units.

“This is already making a difference in that the high level of confidence management and staff have in each other is getting even stronger, and this is having a clear effect upon customers – they get clear and concise advice and assistance regardless of who they ask about what department or product.

“The result is that we’re ahead of business forecast across a number of departments – in some cases 400% up against expectations – and, as has been the case for more than 60 years, it’s the little bit extra that our staff bring to the party that have made the difference.

“This also means that we are able to maintain the best possible prices for the range of high quality products we offer because sales are holding up at Housing Units at a time when the competition is struggling to compete.

“A crucial element of it has been a programme of job swaps we introduced earlier in 2009 which means that key managers are swapping roles for a month at a time.

“Everybody from the store managers through to departmental assistant managers are engaging in the job swap programme, and everybody is enjoying the challenge and experience.”