The Company had a total of 66,960 active customer accounts across the residential and commercial sectors in 2016. The residential and commercial sector accounted for 67.5% and 32.5% respectively of the Company’s revenue in 2016, with this split remaining broadly similar over the last few years. Customers in the residential sector comprise principally independent retailers who are estimated to have approximately 60% share of the UK floorcoverings market.
The Company’s businesses typically have well-established relationships with the customers, which are supported by frequent customer visits by the individual businesses sales teams. Sales visits were made to 52,840 customers in the UK in 2016, with an emphasis on also targeting new customers. The Company provides frequent training programmes to senior managers, sales managers and representatives within the businesses, and a CRM app enhances their interaction with customers.
The Company offers its customers an extensive range of products covering a broad price spectrum supported by next day delivery. The product range is reviewed and altered as necessary to reflect customer orders and end consumer’s tastes. The Company helps its customers to anticipate new trends and alerts them to new product lines reflecting these trends.
Carpet continues to account for the largest proportion of the Company’s UK sales, 36% in 2016, although this has decreased from 41% in 2010 as there has been an increasing move towards hard floor alternatives such as wood, laminate and luxury vinyl tiles in recent years.
UK revenue by product in 2016
UK revenue by product in 2010
Poole, Ferndown, Eastleigh and Fareham
‘We are a family-run, independent business currently operating out of four retail premises in the South of England with over 35 years of experience in the industry. We pride ourselves on our outstanding floorcovering knowledge and our passion and expertise are what set us apart, with unrivalled customer service and a product range that is second to none. We have been a customer of Headlam since it was established 25 years ago and Headlam is one of our main suppliers. They have undoubtedly helped support the growth of our business by providing us with the largest selection of floorcoverings, guaranteed next day delivery and good customer service. We get regular visits from many companies in the Headlam Group and it has always been a good mutually beneficial relationship.’