#SupportIndependents – Spotlight on Miles Tool & Machinery Centre
We went out on the road to catch up with Troy Member of five years, Award-Winning Miles Tool & Machinery Centre (MTMV), in Yeovil, Somerset. Owner Michael Miles and his son Tom Miles shared some highlights of their journey over the years, and how their family business provides tooling solutions and great service for their customers….
How do you provide your customers with outstanding service that goes the extra mile?
“The business was started by my [Michaels] father back in 1970 and we are well known and established in the local community. We have an extensive range of products with a vast depth of stock and we pride ourselves as having extensive in-house product knowledge.
We have a fantastic onsite workshop where branded tools can be repaired – we are warranty and recommended repairers for several kajor suppliers including DeWALT, Makita, Metabo and Flex. If a local tradesman snaps off the drill bit in a chuck whilst in the middle of a job, they can pop into us and get it repaired on the spot.”
Why do customers choose to return to you?
“We have friendly and knowledgeable staff, which make you feel welcome when you enter the store. My [Michael’s] wife Sarah and children, Tom, Josie, and Davina all work for the business, along with a local team which has been with the company for many years – with some employees over 20 years service! We make a real effort to obtain products or accessories a customer is looking for, our customers have been coming here for years and we have watched their children and grandchildren grow into adults and come to Miles Tools for their merchandise too.”
How do you market yourselves?
“We promote via Google and social media (Facebook and Instagram) and have even recently posted on TikTok, We also product posters to advertise promotions and products and use local advertising for up to a 50 mile radius. We also have an annual show that is held in September each year at our site in Yeovil. That said many customers say they were recommended to us by existing customers – so word of mouth is also really effective”
Do you trade online?
“We have had an online site for 17 years which has been great for business. That said, we feel it’s vital to have a trade counter for customers to visit and have face to face conversations where we can provide full advice and support, this also enables customers to purchase appropriate accessories.”
Troy Members are UK family businesses, built up over generations, with proud histories offering unrivalled levels of customer service and instore technical product knowledge with access to over 400 suppliers and over 2000 brands – providing quality merchandise, at great value all from a local and trusted trader.
Keen to get the message out, Troy will be highlighting the benefits in buying from a Troy Member; being competitive on price, giving a professional tool shop experience and offering first class, after sales support from a familiar and friendly face. It will be pushing the flexible approach to sales, that only an independent can offer, their wealth of local knowledge, and a mutual ethos of supporting other independent businesses in their communities too – which is vital for keeping the UK’s local economies growing.
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