26 | Sue Russell ‘Good old fashioned service’ the key Peppers Building Supplies owner, Charelle Stevenson: “I think it does come down to good old-fashioned service.” Peppers Building Supplies REGIONAL DEVELOPMENT SAWMILLERS ANDWHOLESALE SUPPLIERS OF: Structural Timber | Fencing and Landscaping Decking Products | Mouldings and Weatherboards Proudly supplying timber products to Peppers Building Supplies Four years ago Charelle Stevenson made the bold decision to buy her father’s building supplies business in Edgecumbe. Having worked with him for eight years prior Charelle was very familiar with how the store operated and supported its loyal customer base and its suppliers alike. “My Dad was the founder so we’ve been here a very long time and during those years strong relationships build up. My role on taking the company over was to see that our customers continued to receive the very best service and also for me to look at ways to add value,” Charelle says. Very much a whanau-based business and one thing Charelle says he’s strong on is ensuring those values are reflected in the way she conducts business and looks after the team. Making sure there is good work/life balance is top of the priorities. Especially, she says, since COVID came along impacting people’s health and that of their families along with day to day business, Charelle feels there’s been a shift for many people in terms of what they now see as being important. “Before COVID we used to stay open until 5 pm, now I’ve decided to close our doors at 4 pm to give my staff that extra time with family at the end of the day. “Fortunately, I discovered our customer-base is quite adaptable and trade has not been impacted.” In all, with Charelle, there a nine staff working at Peppers Building Supplies. And in keeping with the whanau theme her younger sister and brother also work in the business. She’s proud of the fact that staff retention is solid, an indication that her team feel valued and enjoy their work. Charelle is also aware of how lucky she is to be servicing a sector that has boomed with customers choosing to spend money improving their home environment and with building and construction thriving post COVID. “A lot of Provincial Growth Funding came into the district. We’ve been working on The PGF Marae Upgrades programme and there’s been a lot of money directed toward improving infrastructure in the Eastern Bay of Plenty.” She describes the business as a hybrid; offering customers a bit of everything. With much larger building supply companies close by, finding the niche that works in “I’m proud of how much information my team carry and how well they help our customers because they want them to have a really positive experience.” her community has been key. We also have identified carrying our service promise over to business to business customers, taking the stress out quoting and product management for them, we are seeing more civil contractors, building contractors and councils dealing direct with us. “I think it does come down to good old-fashioned service. We know our products inside and out and we give visitors to the store as much support as possible. “I’m proud of how much information my team carry and how well they help our customers because they want them to have a really positive experience.” Supplying round wood products is a core strength and activity at Peppers Building Supplies. Charelle says customers can drive into the yard knowing they will be able to buy what they want. She is also very appreciative of the support from suppliers who have been loyal to the business. Another niche is in the supply of farm buildings. “We have everything customers need and can assist them with design ideas. I’ve asked them why they come to us for sheds and buildings and they say its because of the knowledge we have. “We’re able to dedicate good time to them as they work out what they need from their shed and offer ideas to help work it through.” Pepper Building Supplies also has a dedicated installation team who can take on projects such as building decks, pergolas and fences. With a good business head on her shoulders Charelle understands that key to continued success and growth will be to continually identify where the business can compete well, against bigger players. “I know that we offer the best service around and that’s one of the reasons why we have continued to flourish, despite customers having other options to choose if they wish, they keep coming to us. We believe that we help people build better lives.”
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