Nearby store profile: Oonagh

Oonagh Hannon manages Nearby LMS, Finisklin Road, Sligo and endeavours to see the shop through the eyes of the customer at all times. Fionnuala Carolan spoke to her about this dynamic business

Customer is king in Nearby Sligo

The team at Nearby LMS are “a very loyal and hard-working bunch,” says store manager Oonagh Hannon

It’s funny how a name can stick. The obvious question about Nearby LMS is what does the LMS stand for? Manager Oonagh Hannon tells ShelfLife that it goes back 40 years and was named after the three people who launched the original business on the site who were from Leitrim, Mayo and Sligo but the name has stuck with subsequent owners and everyone referring to it as Nearby LMS now. This site itself was originally an oil distribution company and Finisklin is still a busy industrial area with a number of builders’ merchants and other oil distribution companies in the area.

Hannon explains how the current business came about. “The previous owners went into liquidation unfortunately,” she says. “It was bought up by Damien and Carmel McPartland and then turned into a 12-pump forecourt shop, diner and deli. They really had the vision to see it take off in this area and it really has.”

The deli is the star of the show here, renowned for its local quality food. According to Hannon, it’s a destination that offers really good quality homemade fare. “We buy a lot of the meat from Sherlock’s Butchers and we have fully trained chefs now,” she explains. “The deli is the best performing area of the store and did extremely well during Covid too.”

The store first opened in February 2018 and according to Hannon it is going from strength to strength. During the past two years they were kept busy due to the strong deli trade but they also felt the pinch due to the lack of cars on the road during the Covid lockdowns. “The deli benefited as people knew we were open, but the forecourt was hit as cars weren’t on the road,” she says. “Work wise, it was busy because you had lost staff and then it was busy in bursts. I don’t know how people coped with having to sit at home every day. It was awful for young people.”

On a personal note, Hannon feels that she became more empathic during this time. While she didn’t feel afraid herself during Covid she could understand the fears of others. “I think for me it gave me a bit more empathy,” she says. “I started to understand why people were afraid. We said to staff that if you are scared, you’re welcome to go home and come back when you’re ready and they did come back.”

STORE PROFILE store owner: Damien and Carmel McPartland manager: Oonagh Hannon address: Nearby LMS, Finisklin Road, Sligo staff: 15 (four part-time) opening hours: 7-8 pm and 9-5 on Sunday and bank holidays

Customer service

Originally from Gorteen, Co. Sligo, Hannon moved to London aged just 17 and found work in a pub. She subsequently worked in a bailiff’s office, a tough job but one she excelled at. “It involved buying debt from various companies and then turning it around and making a profit. We had standards and watched our margins and targets. From an early age I fell in love with targets – they motivated me,” she explains. “I spent 15 years in England and then I moved back to Ireland

The team from S&W was delighted to support the opening of Nearby LMS as it became the 75th Nearby store across the island of Ireland

and I ran a credit service office looking after customers so I knew all about customer service. I think good customer service can benefit you in any job.” She was able to easily transfer the skills learned into a retail manager’s job when she settled in Sligo.

Hannon speaks highly of S&W Wholesale and assures us that they have not been tempted to look elsewhere. “S&W is the best option for us. We remain independent yet we get the service and support that we need when we need it. Other groups have flirted with us but we haven’t flirted back!” she jokes.

Hannon says the fact there is no franchise fee is hugely important. “You can still do your research for prices but S&W have showed us time and time again the fantastic value they offer compared to others. I buy all the ambient goods from them. If I do find a better price I’ll show it to S&W and nine times out of ten they will match it. There is a choice there and you are free to shop around but they make it so straightforward that you don’t want to buy from anyone else,” she explains. Stephen Vincent is their area manager and visits every week and Hannon says they can discuss anything with him and he has become a real support to them.

Inflation

Hannon is very conscious of price in the current inflationary market and retaining the store’s reputation of offering good value. “Some products are going up in price that shouldn’t be going up and I’m watching that closely as I don’t want to pass unnecessary price hikes on to the customer. I’ll discontinue a product if I feel we can’t sell it at a fair price,” she explains.

She often challenges suppliers on price to make sure they are not pushing extra costs onto the customer. “I’m conscious of price myself at the moment. We need to make sure we are getting a good price on chicken so we’ll have a margin and we don’t have to change the price of the chicken fillet roll. Obviously we are bringing up prices where we have to but reluctantly,” she explains.

She says she runs the business by imagining herself as the customer. “From the toilets to the forecourt I’m looking at that like I’m a customer and fixing it accordingly. I say to the deli staff to come out from behind it every half an hour and see what the customer sees and make sure it looks right. And have a smile on your face. It’s basics but important stuff,” she says.

Hannon says that their staff situation at present is really good with 15 full and parttimers employed. “For the last eight months we’ve been so lucky with staff. We’ve a really solid team and I couldn’t ask for better staff at the moment. They are a very loyal and hardworking bunch,” she says.

She encourages her staff to engage with the customers and make sure they are happy.

“If I think a customer isn’t happy I encourage the staff to ask them if everything is alright as nine times out of 10 there is something and we can rectify it and they leave the store happy. It’s about reading the customer – if they don’t look happy, ask them,” she advises.

The shop has a strong lunchtime trade and before and after school is busy too with 500 girls attending the Ursuline College Sligo just across the road. The school children come in for their drinks, chicken fillet rolls, crisps and protein bars so they ensure they are well stocked in these products during term time.

Fuel

The addition of the 24-hour fuel pump and a car wash in recent times has given the business an extra boost. As is the same the length and breadth of the country, fuel prices are up and down and it is challenging to manage. They don’t have electric charging points and Hannon is lukewarm about needing them and the lure of an electric vehicle. “Drive an electric car and see how far it gets you. I can see how it makes sense in cities for short trips but if I do a big journey and there is an emergency I can’t turn around and head straight back. I have to wait until I can charge my car. That puts me at a disadvantage,” she believes.

She also acknowledges how expensive electricity is at present. “It’s very hard to manage overheads at the minute. It’s a challenging time for businesses. I do all the accounts and all the buying for the store so I see everything. If there is any little fluctuation, it can take a few weeks to even out. When the kids finish for the summer holidays we have a lull but I’ve learned that you need to hold the nerve for three weeks and it all evens out. You learn all this from experience,” she says. After an unusual few years in business, normality is something that Hannon is all for. “It is lovely to watch people talking to each other again and life getting back to normal,” she says.

With her wealth of experience, sharp focus on customer service and the support from the S&W team, this store should easily weather any challenges they may face into the future. ■