STATFORD ITM

Gordon Brown

Where good old fashioned service reigns

IT’S FRIDAY MORNING AT 8.53AM AND I’VE MADE IT TO STRATFORD’S ITM STORE. THE DRIVE FROM NEW PLYMOUTH TO STRATFORD WAS FINE, APART FROM A BIT OF RAIN AND DODGING POT HOLES.

Fortunately there is undercover parking for customers so the rain didn’t get me. On entering the modern, brightly-lit large store I’m greeted by a friendly staff member.

It turns out she’s not Kym Henry, the store manager I’ve come to interview at 9am for this article. She assures me Kym won’t be long and offers me a cup of freshly brewed coffee. Just as I’m beginning to feel a bit special, I find out that’s something everybody’s offered.

What a friendly place!

At 8.56 another staff member asks if I would like a coffee. “No thanks, I’m fine,’’ and we have a chat about the day and if she can help in any way.

“Kym won’t be far away’’ I am assured, again.

It’s 9.01am and word has got around that Kym is late. She has been rung and texted but there’s no answer. They’re sure she won’t be long though.

At 9.03 Kym arrives, full of apologies. I assure her three minutes are neither here nor there, and we get down to business. But before we start I tell her the customer service and friendliness of the staff is brilliant. There’s something special going on at this family-owned and

operated business. Almost inevitably it’s deservedly won quite a few awards.

The size of the business is deceptive. On the far side of the showroom there is a drive-in area for trade customers and plenty of parking. Exponential growth of the business meant it needed to relocate and seven years ago Mike and his team built the showroom on its present site on the main road on the southern entrance to Stratford.

Their vast product range, catering for trade, retail and DIY include:

• Building supplies

• Garden products

• Hardware

• On the farm

• Tools

• Safety equipment

• Paint

• Kitchens

• Bathrooms

• Uno Wardrobes

Kym and husband Mike own the business. He takes care of the farm side of the business and particularly the busy shed building operation. It’s a marriage made in retail/wholesale heaven.

“A lot more townies want sheds these days,’’ she says.

“Mike’s grandfather started the business in 1933, so next year we’ll be celebrating 90 years in business!’’

It’s always been in Stratford and became part of the ITM chain around 30 years ago.

“It’s a co-operative and we still have meetings to discuss issues and we vote so if there’s not a majority it doesn’t get through.”

There’s close to 100 ITM outlets, almost all owner-operated. By banding together their customers get the benefit of their combined buying power and supercompetitive prices.

In 2022 the business has grown to become one of the biggest in Stratford, with 24 staff in-store plus five contracting crews building sheds and farm buildings.

Naturally ITM Stratford services the builders, the farmers and all the many DIY people in the region.

“If you haven’t shopped with us before, do come in and see what makes us different,’’ says Kym. “We’re a real “Kiwiised’’ store and our staff are great. We provide good old fashioned service.”

Amen to that from the Taranaki Business Review!

THIRD GENERATION FAMILY OWNED AND OPERATED BUSINESS FOR OVER 85 YEARS.

Corner of Broadway South and Warwick Road • (06) 765 7800 www.itmstratford.co.nz