Q. What is the secret to BAYV’s success?
A. Our success is based upon giving our customers the service they need at a price they can afford.

Q. What is the secret to good customer service?
A. As a business we are constantly focused on our customers and their requirements. Our people visit our customers regularly face-to-face so that helps to build and develop strong relationships.

Q. What is BAYV’s attitude to IT?
A. BAYV has invested heavily in its IT infrastructure in recent years. We’re always looking at technology that can help improve service and reduce our cost base.

Q. How do you convince your board to invest in IT?
A. The process is very straightforward we must have sound economic reasons to support any investment.

Q. How do you get the best out of your suppliers?
A. We have worked with our suppliers for a very long time. These relationships enable us to call in favours at a short notice so we can meet the expectations of our customers.

Q. What do you think has been the secret of American Golf’s continued success?
A. The key to our success is based upon excellent customer service and great value. The success has also been underpinned by the business keeping a close control of its costs and working capital.

Q. What is the secret to good customer service?
A. At American Golf we make sure we offer the best range of products at the best value. Our ethos is very much focussed on ensuring our staff always look to sell the right product to a customer in order to improve their game.

Q. What is the company’s attitude to investing in technology?
A.As a business any investment in IT has to deliver on one of two counts – either improve business efficiency or improve the customer experience.

Q. How do you convince the board to invest in IT?
A. Any investment we make always has to have a strong and clear payback in terms of financial return.

Q. How do you get the best out of your suppliers?
A. Golf is dominated by around 6 major suppliers, to grow our business it’s vital that we work in close partnership with our key suppliers.

Q. What are American Golf’s plans for 2010?
A. To continue our store rollout programme and to continue to increase our market share.

Q. What do you think has been the secret of Carpetright’s success in this recession?
A. Great product, service and prices supported by slick systems and supply chain processes. Sounds easy but is much harder to achieve in reality. We have also done a good job of keeping the cost base under control without any knee jerk reactions to the volatile economy.

Q. What’s the secret to good customer service?
A. Everything centres around the staff and their genuine desire to provide outstanding customer service. Management have to promote and nurture that attitude in every way possible to succeed.

Q. What is Carpetright’s attitude to IT?
A.We see it as an enabler, something we can use to really improve our business, gain competitive advantage and enhance the customer experience. We know the benefits are achievable through the right solutions.

Q. How do you convince your board to invest in IT?
A. The Board had the vision 5 years ago to sign off a major IT overhaul across the business. The fact that has been delivered successfully and the benefits are being realised on an ongoing basis helps but you still (quite rightly) need a rock solid business case. We don’t do technology for technology’s sake.

Q. How do you get the best out of your suppliers?
A. A lot of it is about relationships, we try to work in true partnership and view our suppliers as very much part of the team. I also prefer commercial relationships which enable all parties to benefit from successful projects or initiatives.