Home deliveries to the elderly and vulnerable shoppers are all part of the service for an experienced Sussex retailer, whose customer care has been rewarded with fantastic shopper loyalty.
The friendly and personal service offered by Jayesh Patel and his team at the Nisa Local store in the village of Upper Beeding, is one of the attributes that ensures customers keep returning.
“There are a lot of older people in the village, many who don’t drive or who struggle to get out. They will ring us up and order their shopping, and we then take it round in the car,” said Patel.
“Some of our older customers have even been known to call the shop from hospital to plan shopping deliveries for their arrival home. We feel like we are really helping them out in difficult times.”
The 3,000 sq. ft. store underwent a transformation almost exactly two years ago when the store layout was completely changed round to enhance the shopper experience.
The re-fit, which led to an average £5,000 weekly sales increase, was part of Patel’s retail strategy which involves a four-yearly refresh programme to ensure his store is always modern, tidy and fit for the future.
Patel said: “This store was among the first to introduce the dropped ceilings and our wooden crate units for our fresh produce allows shoppers to handpick many items loose rather than having to select pre-packed products.”
The store, which looks as good today as when it was newly installed, boasts numerous bespoke fittings which create a premium feel that locals clearly enjoy.
The wooden crates housing loose fruit and vegetables generate high volumes of sales and a unique wooden unit displaying a huge range of fresh cakes and bakes is another draw.
“There are elements to my store that make me stand out from the likes of Tesco and being able to offer the extras is what being an independent retailer is about,” Patel concluded.