Tag Archives: John Lewis

Retail – where next in 2012?

I have touched upon the state of retail on the High Street before – notably just before Christmas when Portas issued her queen of shopping report. The blog was here.

As the retailers start t announce their Christmas trading stories, it looks like we are going to see some big changes in the next 12 months,. Some of the retailers we have become used to seeing as part of the street scene may be on the move – in some cases it may already be too late.

We may have to come to terms with a different feel to where we shop. In the next 12 months we could see a number of big names depart – La Sensa, Thorntons, Blacks, HMV, Argos, Mothercare, New Look, Peacocks and Superdrug are all under the cosh. Some of these guys have big box shops – the departure of which will make our Cities seem different places. And not in a good way!

The general view seems to be that felt sales will be good. Of course the retailers are facing an attack from the internet. Sales in some online stores have seen big increases – John Lewis shifted £600m of stock – with a 27% increase on sale in December. Their Christmas trading statement is here.

It only seems like yesterday when I was involved in the letting to Waterstones on Bridlesmith Gate in Nottingham – that was in 1998 – six years before Amazon even existed. It was a fantastic concept based around ‘dwell time’ – in other words if you keep people in your store – they will spend money. 20 minutes was the tipping point. I still like the store – but guess that I buy four books on Amazon (three of those on Kindle!) for every one I buy in Waterstones.

At the same time though the major supermarkets just seem to be growing – they are bidding for land considerably in excess of where residential ever were – even at the peak of the market.

It will be an interesting 12 months – I wonder what Nottingham will look like this time next year?


What next for retail?

It seems that the internet now accounts for around 8% of our purchases. Or 92% buy stuff in shops?

But we seem to have a lot of vacant shops. Nationally it is estimated to be around 14%. Clearly this is an average – some areas fare worse.

I had blogged previously about Nottingham – currently celebrating a UK position of 6. Behind The West End, Glasgow, Birmingham, Manchester and Liverpool. So not a bad spot to be in looking at the other Cities ahead of us. But we do have some vacant shops – especially on the peripheral parts of the City – notable in Hockley. During the good times this was a great place to be – away from the prime City rents, small shops and lots of bohemian small stores. But lots have gone. And I am not sure there is anything on the horizon to get them back.

The payment of Rates on shops after three months vacant hurts landlords. It hurts to the extent that they will often do almost any deal to get someone in and trading. So on this basis why are the shops still empty? Because the demand side of the equation is simply not there. There are no tenants.

But Nottingham also has to keep alert – we have competition and complacency will costs us dearly. Derby has a modern Westfield Centre, Leicester has a fantastic John Lewis. But Birmingham is also a threat – it has some really key retailers – including Selfridges. They are an hour away. Fosse Park is even closer.

I was in Nottingham at the weekend – John Lewis stayed open until 7pm on Saturday. House of Fraser until 6.30pm – but there were very few other retailers open at this time in the Victoria Centre…

Nottingham needs to raise its game. We need to attract new stores (why do I have to go to Leicester to a ‘proper’ Apple Store?). We need a new shopping centre at Broadmarsh – the short term upgrade is only part of the solution.

The real reason I think the High Street can survive – some stuff I ordered on-line has not arrived – courtesy of the Post Office – a familiar theme emerging?


The Civic Trust Awards 2011

I spent an interesting day last week acting as a Judge for the Civic Trust Awards 2011.

John Lewis Leicester - winner of last years award in the East Midlands

I can’t divulge the schemes I looked at for obvious reasons. There are three Judges for schemes put forward. I was accompanied by an Architect and an Occupational Therapist. It was interesting to hear their viewpoints – especially the OT – as she had a very interesting ‘take’ on architecture. It was much more for her about how the building worked for users – especially Disabled people. The Architect had a very “aesthetic” approach – and I guess I sat somewhere in the middle!

My concern is always about how buildings work for people – both abled bodied and disabled. But I think I also have a very keen eye for what makes good architecture too.

We had some interesting discussions about what was good and what was bad!

As with all of these things the assessment is very subjective – although interestingly we didn’t disagree.

The Civic Trust award was first given in 1959 and over 6,500 awards have been made.

The criteria are that the building or project needs to move beyond just good architecture. It needs to make a better place for people. It also needs to capture people who visit and those who just pass by. Perhaps most of all it need to have some resonance with the local community.

It was great so see some different architecture… and I shall look forward to seeing the outcome of my voting when the results are announced in January. As we voted independently I don’t know…


Check-list

Timeline 31st October and my check-list in John Lewis Nottingham…

1. Buy Christmas Tree and decorations
2. Order Christmas Cake
3. Buy Alessi Nativity Set
4. Buy luxury Christmas Crackers
5. Pick up luxury Christmas cards
6. Write letter of complaint to Andy Street about the appalling level of service in the John Lewis restaurant – where there are more staff than customers – but still we queue…

Guess which of the above is the only thing I am going to do?

There’s a clue – I am only going to do one of them. If you turn your computer upside down – the answer is at the bottom of this blog post.

(9)


One True shopping experience in Nottingham!

I blogged earlier in the week about Nottingham and its shops. One of the shops I mentioned was One True Saxon – who have a slogan which suggests, “If you have to ask – you can’t afford it!”.

Best not argue with pooch


Actually, it wasn’t as expensive as Paul Smith. But it was very cool! I bought a few things – and the guys in the shop were really friendly – the free tee shirt and discount was well received! It is really great to see a very small shop, tucked away in the Lace Market doing so well. Visitors come from all aver the UK. It is truly a destination shop.

The have supplies in a number of other shops (including John Lewis) but they explained that they are looking to open some more shops.

I’m not sure I want them to.

I used to buy Muji pens – from Oxford Street in London when no one else had them. I also used to buy Abercrombie & Fitch from South Street Seaport in New York – when no one else had them.

There is something ‘cool’ about having stuff that other people don’t have – I guess it’s what makes us different. But then again, perhaps everyone should be able to get hold of some of the excellent gear that One True Saxon sell! And as Carl Froch buys his gear there and he’s mates with them – perhaps I will let them do what they want!

The shop is in a rally interesting part of Nottingham – with some great pubs and cafes. But there is also the Galleries of Justice and The Nottingham Contemporary within a few yards. If you are interested in Architecture, there are some great buildings too. It was some time since we had wandered around this part of the Lace Market – but we will be back…

When I have saved up!


Rules – to be broken?

One of my colleagues (who doesn’t do social networking I hope!) seems to have swallowed a rule-book at New Year. This week we have had four emails with rules in. New ones.

Rule #231 - drinking water it's not


1. Cars not to be parked in certain spaces in the car park;
2. Must have your DDI number on your email sign off;
3. Clothes in office cloakroom to be removed;
4. Second class stamps only on letters unless they need to go first class.

I am thinking we need a proper book to organise these rules. I have set up a new folder on my email system to file them.

I think that my least favourite shop of the moment, John Lewis, has some quaint rules (allegedly) – like you can only grow a beard “in your own time”. I’m not sure how you could actually do this – as far as I am aware it grows all of the time and your body clock doesn’t stop it when you are in the Victoria Centre?

And then apparently, there are some schools which have ‘important rules’, meaning it is illegal to:

make daisy chains (risk of picking up germs);
play conkers (for fear of eye injury);
play hopscotch (risk of injury);
make anything out of egg boxes (fear of salmonella);
put hands up (makes pupils who don’t have the answers feel victimised);
and throw paper aeroplanes (might also cause eye injuries).

Why do we have to have our lives run by all of these ‘rules’. I am ok with the Biblical stuff – like don’t chop your neighbours head off with a bread knife. And driving on the Nottingham ring road at 155mph (the maximum speed of my car).

But can we cut out the Big Brother please? Can we be treated as adults (apart from at school obviously) please. And can kids be left to grow up – and maybe learn the hard way. Falling out of trees and off home-made go-karts used to come keen, but generally we all survived. Playing conkers with safety goggles is a joke. Accidents do happen, but they are just that – accidents. And the germs on daisy chains let us have them in small doses- anyway some germs are good – like that Bifidius ActiRegularis you find in your Danone.

In the meantime, I shall try to remember to put my car in the first floor cloakroom and write my DDI number on the back of a stamp – I think that’s what the emails said?

Update 17 January 2010

Great news in the MOS today about Scottish & Southern Electric – who have a mantra of five ‘golden’ rules (much better than my ordinary ones by a long shot). Rule #1 – always reverse your car into a static parking bay. Presumably ‘static’ is not the ones on an aircraft carrier that bobs around in the ocean? Rule #4 – always hold onto the handrails on stairs. If you don’t you get ‘yellow carded’. People will soon be confined to home – much safer there? Madness gone mad.


John Lewis isn’t Jessops anymore…

A few weeks ago I blogged about my invisible cloak I sometime don when I go into John Lewis – especially in the cafe.

We went in again yesterday. At around 10.00am. There was a queue – fair enough as the Christmas-Mentalists have emerged to do the shopping, all at once. But the queue I discovered was not because of the volume of people – it was because there was one member of staff on the till on his own. The other one was in search of jugs (first) and then milk (second). I did wonder if they could have sorted this before they opened? So two members of staff – and one wandering around looking for stuff they need.

It took 15 minutes to get a cup of coffee, cheese scone, biscuit and diet coke. Thank goodness we didn’t want breakfast – as that queue was much longer. This is where the word “brunch” originated – a man went into John Lewis for breakfast and by the time he got his breakfast it was lunch…

When I was in the USA with the Sheriff of Nottingham looking at world class attractions we found that a food offer was a really important element of the attraction – good and bad food experiences ‘stuck’. Sorry John Lewis you are not at the good end of the scale at the moment.

In the old days – when God was a boy, the Jessops was a great shop. You had a debit card that was brilliant in its simplicity – now I have a Partnership Card – which is so sensitive that if I scrape snow off my car with it they know and ‘block it’. Last month they stopped it because I used in the Apple Store – where there is loads of fraud according to them after I had to call them to say yes I had bought a magic mouse (which is excellent).

Today in John Lewis there was a ‘competitors event’ and some items were reduced by 20% – which in its self sounds great – except that the stuff I wanted wasn’t in the sale (Crew Clothing wasn’t in but Gant was). And it’s a one day event -so prices go up tomorrow – which is an admission tacitly that they are ripping you off? Surely if they are ‘never knowingly undersold’ the prices could go down by 20%? But I know this not to be that case as we bought some goods last month and then had to exchange them – when we went back the prices had gone up. And the reason – well never knowingly undersold means they check their competitors prices – and they sometimes put them up! This may be commercial reality – but it’s not really cricket is it?

When we needed more refreshment we decided not to patronise them again and headed off for The Walk – at the top of King Johns Arcade – a European style cafe bar – where the service is much better than John Lewis. The food is great too – and if you are a fan of tea – it’s the place for you. The cheese board is great! And the Walk are providing the cafe at the new Nottingham Contemporary – where I had great food in the week!

So, in future we’ll go to The Walk for breakfast. And maybe the Contemporary for lunch? And they are at the good end of my scale!

p.s. I still hate the Nottingham Contemporary building!


Is good service so difficult?

It’s been a bad day today!

I have had the misfortune to be on the receiving end of really quite poor customer service today from two organisations who really should know better.

The new bungalows at Abel Collins - without Gas!

The new bungalows at Abel Collins - without Gas!


One was British Gas Business – who are supposed to be relaying a gas main at Abel Collins Almshouses – where I am Co-Chair – and we have just built four new bungalows. As is usual with these situations you are given a price and you pay over your money and wait. In our case the money was £12,500 and we paid this in July. The story is quite boring – but the issue is that there has been a cock-up. No other explanation. But it seems that the issue is mine to sort out. My frustration with British Gas is that they are a faceless lot – and were very quick to explain that it was everyone else’s fault!

I can’t understand why they can’t offer a solution – not just offload their problems on me. I was told today that we may have to wait another 12 weeks…

And then I had the pleasure of an explanation from John Lewis – where I ordered a TV from 11 days ago. It was expected to be in stock 10 days ago and then 3 days ago. My irritation is that once again, I have to do the chasing. But then after my complaint today they did call me. The excuse was amazing. It was Philips fault! Not John Lewis’. They had been let down. But 35 were arriving tomorrow – they think. But they can’t tell me if I am 4th in the queue of 36th (the former would be ok, the latter not!).

And the outcome – Philips (not John Lewis) have restricted the TV’s – and it might be Christmas!

The internet threatens stores – and unless they offer great customer service they will lose out. But in the case of British Gas – they are a monopoly so they have the ultimate protection – you can’t go anywhere else! So you know what you can do if you don’t like it…

I won’t bore you with the experience I had in John Lewis at the weekend in the cafe – where I had my invisible cloak on for three or four minutes – waiting for breakfast. But if I told you I would sound like a grumpy old man. But then again…If the cap fits?

Great customer service doesn’t cost anything and is not difficult.

UPDATE

1. Agents for The Highways Agency are upset with me for involving Nick Palmer MP. Oh well.
2. My TV has nearly arrived. Not quite but nearly. But I had to call John Lewis again.


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