UP CLOSE: With staff at Thompsons Macclesfield as the business celebrates 60 years
By Alex Greensmith
13th Aug 2023 | Local News
A family business in Macclesfield has turned 60 years old this year.
Thompsons was founded in 1963 by Stuart Thompson.
Thompsons has you covered for all your automotive needs, whether it is car maintenance, tools, or other car care paraphernalia.
The independent company is bigger than you know, with over ten full-time staff and a thriving online shop.
But it is the customer service of their Park Lane shop that has helped the company thrive in an industry where big corporates and national chains dominate the market.
Macclesfield Nub News went down to their store to meet the friendly faces customers first see at Thompsons, who are retail staff Emma Nightingale and Dan Carter, along with car mechanic Dave Dowse.
"I love working here for the customers", said Emma.
"They are absolutely brilliant. They love to come in and have a chat, and we love chatting too.
"We have a real friendly environment. Because we a lot of the same people coming in, you get to know that customer, and it makes them feel important to remember somebody's name and ask them how we are.
"We often joke that we can't go in the town centre without getting stopped all the time for chats!"
"And we believe it is important for customers to feel that they are not getting ripped off as well. Especially because they knew Stuart [who started the business] and Mike who used to work here. And we've worked alongside them, its like carrying on."
Unlike some national chains, they are in a position to advise, and want to make sure the customer buys the right product.
"I love car detailing. And I will try to use my knowledge to say what works and and be honest.
"We are in a position to say 'if you want a quick and easy job, use this one', but if you want to 'really go into detail you can use that'.
"The lads Dan and Dave are brilliant to work with. We all work on each other's strengths. Dan can do all the installs of the electrical work. Dave is very hands on with car servicing."
They use their online business to leverage the range of stock in the store. So if you browse the shop, you will find niche products that stores in Macclesfield would normally struggle to shift, but as the retail shop is also in-effect a stock room for their online business, if a customer from Macc were to come in wanting a specific product, there is a very high chance they will have it. (As with the internet, their customer base is potentially infinite)
They also have advantages over national chains, as if there is a product they do not stock that a customer asks for, they will likely end up getting the product in for them so they will remember the good customer service and come back to the store. Having the online business as a fallback for those niche products, allows Thompsons to take that risk in stocking them.
New products introduced this year include Granville Oil and ABRO Caliper Paint, providing a wider range of options for customers than ever.
"The secrets to the success of the retail shop is definitely above-and-beyond customer service", said Dan.
"We are doing as much as we can, giving advice and knowledge to the customer. And the main thing is advising honestly.
"I think the motor trade in general has got a semi-misconception of being misadvised and multiple choices to a fix. So we try and give our most honest opinion.
"We've been doing it a long time so we have a vast amount of knowledge on it, I've been working here since I was 14, and 17 years later I am still here.
"We get a lot of women or older ladies who have lost their husbands that would have checked their tire pressures, oil levels and general fluids in the car. And now they come down to us 4-5 times a year and we do the basic maintenance for them, and we don't charge for that service it is part of the package really.
"We have got a huge customer base, but it is quite funny, a lot of them we only see a few times a year. They come separately for their wipers or their blue fluid.
"My favourite thing about working here is that there is never a day that is the same.
"We love being a business in Macc for the local people. It is a nice town, everyone looks out for each other. We recommend other local businesses, and other businesses recommend us. It is like a little community. And we are really close as businesses together on Park Lane.
"Thank you to our loyal customers throughout the years, and those who continue to use us. We have a lot of multi-generational customers. So people who's grandad's come in, and their daughters, and their sons, and their children. And you've got people older than me who remember coming in as kids. It is a really nice feeling.
"We've always been known for great customer service before my time, and it is nice to be a part of that today. Carrying on [the legacy] of that good rapport is the best thing about working for the company."
As well as being a fixture in the community for generations, Thompsons also gives back. They have charity pots for the charities Tommy's and East Cheshire Hospice in-store.
When asked about best-selling products Emma had this to say:
"The essentials like batteries, wipers and bulbs do well," she revealed.
"They come in just for that, and then realise the amount of stock we actually hold and they are like - 'wow'.
"We get lots of people people coming in saying they want to support a local business, which we do appreciate so much.
"Thank you very much to Macclesfield for their support. As a family business, we are really, really grateful. Without your support, we wouldn't be here."
So the next time you need air conditioning or a new audio system for your car, or something goes wrong, why not pop-in to this cosy Macclesfield store?
Thompsons is located at 87 Park Lane, Macclesfield SK11 6UA.
Special thanks to Macclesfield Nub News reader and Thompsons customer Sharon Pollard, who suggested we do a profile on the business.
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