INTERVIEW WITH John Eason, B&Q

THE VALUE OF NURTURING TRUE PARTNERSHIPS WITH OUR INSTALLERS

I understand there have been changes within the leadership team at B&Q. Can you summarise the changes and what this may mean to your installers short / medium / long term?

Our focus remains absolutely unchanged - we are committed to giving our customers the best experience, and in having true partnerships with our installers who spend more time with our customers than we do. We have always sought to ensure that our ways of working with installers are as simple as we can make them and this continues, so that our installers can continue to focus on delivering a great experience for our customers, installing a great project every time. We’re proud of the relationships we have with our installers and the support we can offer them, both in terms of continuity of work and regulatory help with Local Authority Notices and so on.

B&Q are leaders in DIY… Why did the company choose to invest in an installation division The Installer Magazine talks to B&Q's John Eason, Head of Installation Services (pictured left), about the importance of recruiting the right installers for his organisation.

originally and how have you overcome your customers perception of the businesses core DIY messaging?

Since 1969, our business has evolved to become the leading home improvement company in the UK reflecting changes in consumer lifestyles. We launched our installations service over 25 years ago to give our customers the choice of doing-itthemselves or having an expert undertake the installation for them. Today, customers continue to have this choice.

What do you believe are the installation sectors biggest challenge over the next 1-3-5 years?

The sector’s key challenge would be to ensure a strong pipeline of talent.

What are you looking for when recruiting installers and what piece of advice would you offer to anyone wanting to become a B&Q installer?

Demonstrate you deliver the best levels of workmanship and customer service, and that you truly care about the work you do.

What would you say to anyone who felt they had doubts about becoming B&Q installer?

B&Q wants to be the installers partner of choice for those who want to work with a large national company. I would urge any installers interested in working with us to talk to us, and help us understand what more we could do to help them.

What role do you see BiKBBI playing within the industry moving forward?

Setting the highest standards for workmanship, practice and innovation, an educational centre of excellence and continuous improvement, and set an industry framework to grow and nurture high quality talent.

How important is BiKBBI’s work within the apprenticeship initiative?

Very important! Growing talent for the future is key and I believe the BiKBBI should be the go-to place for aspiring installers.

www.diy.com