UK

Peters’ Cleaners in Stamford won the award for Best Independent Retailer and Best Customer Care at its local business awards. A record 179 businesses from Stamford and its surrounding towns entered the 10 categories of the Mercury Business Awards 2018, which were judged by local businesses.

Peters’ Cleaners first opened in Peterborough in February 1963 and in June 2016 was taken over by local businesswoman Vicky Whiter. Vicky had no industry experience but was attracted to Peters’ Cleaners because of its knowledgeable, long-serving staff, very loyal client base and longevity.

The business has shops at Peterborough, Stamford and Crowland. Peters’ Cleaners cleans around 55,000 items per annum in its operational hub in Peterborough and employs a team of 14 staff.

Peters’ Cleaners was awarded ‘Best Independent Retailer’ in recognition of the turnaround of its Stamford shop. Vicky spent a year repairing and replacing equipment where required, implementing a quality control procedure and changing operational and delivery schedules which increased productivity and reduced stress for the workforce.

Once she was happy the business could sustain growth, Vicky launched her marketing plan which was a mix of a new website, local PR, advertising in the local press and social media. Revenues doubled and both gross profit and net profit margins benefitted directly from this.

“On paper, Stamford was the shop I should have closed when I took over the business, but Stamford is an affluent town that supports independent businesses so I knew if we used our knowledge and experience to get every item we clean back to its owner in the best possible condition at the time promised, our reputation would grow and people would start recommending us” said Vicky.

Peters’ Cleaners was put forward for its second award ‘Best Customer Care’ by its customers. Marianne Tarrant, recruited by Vicky as shop manager, was praised by the judges for her attention to detail and understanding of the customer. “Marianne is trusted by our customers, who are the most important people in our business” said Vicky who has over 25 years of experience of working in customer focused organisations. “Without our customers we do not have a business. I turned our organisation chart on its head putting the customer at the top and myself at the bottom. Everything everyone in this business does should ultimately support the customer.”

Vicky has further exciting plans for growing the business and hopes to be back at the awards in 2019.