Lifestyle Express retailer Kesh Bagha has seen increased sales and footfall in his Rutherglen store after going the extra mile to ensure his customers’ safety during the coronavirus crisis.
“Having read all the social distancing guidelines, I instantly felt a duty of care to my customers,” explained Kesh. “I wanted them to know that they could rely on my staff and I to do the right thing by making the store as safe as possible and still provide them with the products they needed.”
Kesh has carried out a number of social distancing measures in store, including installing Perspex screens at the till point, creating a one-way system with directional signage and controlling the number of customers in store at any one time.
As a result, word is spreading and Kesh is seeing new faces every week, as well as increased custom from his regulars who prefer to shop little and often with him rather than visit larger supermarkets.
“The best compliment I’ve had so far is that a customer wished the big supermarkets could follow our lead with their safety measures,” said Kesh. “My customers feel so safe here and it’s wonderful that they’re using us for all their shopping, rather than just to top up.”
Kesh has adapted his range to meet changing customer habits. He has increased his grocery, household and pet care categories to meet demand and unlike some stores where impulse sales are down, Kesh’s have remained strong.
“The biggest challenge is availability of brands or pack formats that I usually stock,” he said. “If I can’t get the leading brand, I’m getting an alternative so my customers still have an option. It’s really important that I still have products on offer and my customers appreciate it.”
His aim now is to retain the new customers: “We pride ourselves on being reliable and friendly, providing the best service and great products. We’re building relationships with these new customers and I’m confident that we’ll continue to see them as regulars after the crisis has ended.”
