Why Family Ties Add Customer ValuePublished 13/11/2015At Charles Wilson Carpets, we are extremely proud of our heritage as a family business. Our reputation – as reliable carpet and flooring specialists with outstanding customer service – is incredibly important to us.
The Charles Wilson Carpets family has been advising, supplying and fitting carpets, wood flooring and laminates plus vinyl flooring and tiles since 1972. 43 years – wow!
But – what do our family ties offer our customers?
Recent research from the Institute for Family Business (IFB) shows that family businesses account for 60% of UK firms. Our team is in good company, with family companies behind several big brands. These include bakery brand Warburtons (fifth generation family firm), cider maker Aspall (established 1728) – plus, representing local companies, Austin’s funeral directors (operating for over 300 years) and McMullen’s (a family brewer for over 200 years).
So what gives a family business such staying power? Research shows that:
81% people feel that a family-run business boosts trust
70% think that family businesses have good corporate social responsibility
68% say that the quality of the product/service is better from a family firm
67% think that family companies will put their customers at the heart of their businesses
Mark Hastings, director general at the IFB says: “Consumers want to connect with brands they believe are aligned with their own beliefs.”
Unusually for a flooring supplier, the fitting team at Charles Wilson Carpets are mostly employees rather than contractors. “Every person within our team reflects the warmth and integrity of our business,” says Helen Wilson. “Our family values influence our day-to-day work throughout the company. We want to make sure that every one of our customers experiences this.”
Be reassured – whomever you see at Charles Wilson Carpets, you’ll be in safe hands.
Pop into our Hitchin store at the top of Hermitage Road, or call on us 01462 450780.