Transcript National Business Award - British Society of Baking

BRITISH SOCIETY OF BAKING CONFERENCE
7—8 OCTOBER 2014, ARDENCOTE
MANOR HOTEL, CLAVERDON, WARWICK
Presentation by Dean Arbel, Managing Director
Where we sit in the Market;
-Artisan and Craft baking only
equate for 5% of the overall
bakery industry in the UK;
currently only £200million of
the £4 billion pounds in this
sector.
-We estimate the London
artisanal market to be 3% of
the overall figure.
Source; Mintel reports
Craft Bakers, £200m
In Store
Bakeries, 584
Prepacked
Bread - non
artisanal, 1869
Bread Rolls non artisanal,
321
Speciality
Bread - non
artisanal, 450
Sweet Baked
Goods - non
artisanal, 535
We are the largest artisan bakery in the UK, serving hand made
products to the most discerning chefs, national groups and
independent customers every day of the year.
Our customers come first – everything
we do should add value to them
We listened to our customers:
1. Our Internal Customers
I. Leadership
II. Learning and development
III. Happy People culture
IV. Empowering people to make a difference
V. Strong teams with mutual goals and
targets
2. Our External Customers
i. Artisan but professional – meeting their
immediate needs
ii. Artisan but professional – going the extra
mile
1. Excellent internal customer service
Challenged who we were and focussed internally- invested in
our people
I. Leadership
II. Learning and development
III. Happy People culture
IV. Empowering people to make a difference
V. Strong teams with mutual goals and targets
2. Excellent external customer service –
artisanal but professional
-
Full product range from one place
Bespoke Products
Artisan Quality product while overcoming operational
challenges
2i. Excellent xternal customer service – the
immediate needs cont..
- Delivery in full and on time, 365 days a
year
– Efficient packing systems
– Daily on time, in full reports for key
customers
- Food Safety
- Customer Care, 7 days a week
- Quality – 15% customers top end
2ii. Artisanal but Professional – going the
extra mile
-
-
Restructured the Customer Facing Teams
- Sales / Account Management / Customer Care
- Customer Visits, Relationships, Charity support,
Understanding our Customers, Celebrating special
occasions
Product Development with the customer
Open door policy – welcome to our bakery!
-
Listening, analysing and acting on complaints
The Results
- Seeing growth of over 20% every year
for the last 4 years.
- Prestigious customers remain at our target
of 15% of all of our customers
- Improved sales and relationships with large
customers such as Waitrose (three new
projects), Restaurant Associates, Firmdale
Group (new bread range for all hotels) and
The Fat Duck Group. Winning new
customers every month including contracts
with large national retailers.
- Well spread customer base in all segments
to reduce risk.
Thank you