For everything we sell we provide a back up service which isn’t what many people do nower days… but at the current time its very hard…Independent shops are going to be a thing of the past and I think everybody, once they are gone, is going to realise how important they are but its going to be to late.
The third of my posts on the things that local people and traders told me about is on knowledge and skills, with quotes from traders in the Lile Tool Shop, Fabrix, R&P Shaw the Fishmonger.
Whilst I was drawing I tried to work out what were the tools of the trade, and what were the unspoken skills of the independent traders. I surmised that the obvious tools were not necessarily the only or main ones, and that there were many unspoken less obvious tools – things about how people talk to customers, their body language, how they use their hands, their knowledge of the tools, food and produce they sell and their experience.
Its the knowledge, you go to B&Q and you just pick it off the shelf but if you come here you can ask and we’ll tell you about it… you can come here with a description of what you need and we will disappear into the back shop and reappear with one single screw.
There’ll be a shop full of people laughing their heads of cos of something we’ve said to one of the customers…its an important part of business, you’ve got to bring out the sense of humour sometimes.
We had a lovely hardware shop but he has gone. They cant compete with the chains, but you go into those places (chains) and ask for help and they are running away from you, they don’t want you to ask “what size screw?” or “what kind of glue?”..
He’d go, “Just a minute…” and he’d go in the back where he had hundreds of drawers and then he’d come out with it and you’d go, “Thank you so much how much?” and he’d go, “5 pence please”.”