My Back To Business Strategy

By Oli Royall, of Swindon-based heating and plumbing company Priory Heating. He is both a director of the company and an engineer working all over the town. The company is a member of Checkatrade.com and has all of the necessary accreditations.

Summarise how Covid-19 has affected you? 

Almost all of our work is booked and organised for several months, so we were luckily able to simply delay a lot of the work that had been booked in. The pace of work, expectedly, slowed down dramatically through April and May. We’d prioritise and attend all emergency work that was needed. However, now that we’re starting to see the economy re-open, our business is definitely adapting to the new ‘norm’. This has definitely taught us a lot. 

What has been your plan to continue?  

Our plan has always been and will always be to do what is right by our customers. We’ve worked hard to ensure that every single customer is reassured that we’re protecting them and ourselves from any risks going forward. 

We are in our customers' homes, so we also have to make sure that we’re safeguarding ourselves as well as giving our customers confidence that they’re safe too. 

How has business changed for you over the last few months? 

It’s definitely given us the time to slow down and really evaluate our practices and procedures. This has forced businesses to re-work all of their day to day activities, giving us time to improve and evaluate ourselves. 

As lockdown eases what measures have you put in place to get back to business? 

The measures we have put in place with PPE and social distancing can be moulded to whatever situation we’re in on an individual basis. 

The information on our website around the detailed measures we’ve put in place has hopefully given the community confidence in us and our ways of working. Cleanliness, personal hygiene and organisation has never been more important. 

This whole pandemic has allowed us the time to ensure we’re constantly monitoring what we are doing. As always, we’re listening to our customers as well as our government advice to amend and evolve. 

What has been the most challenging aspect of all of this? 

The biggest challenge for me has been the unknown. We’ve been so responsive and changed the way we operate, and we’re lucky to have been in a sector of work that is deemed a necessity throughout these unprecedented times. Friends and family of mine have had to close down long term, or indefinitely so the prospect of that, for any business owner is worrying. 

What has been the most positive aspect? 

One thing that has been the amazing response and support from customers, both new and long standing. Some had been waiting long enough before lockdown for our services and have been forced to wait even longer. We have had nothing but positivity from them and everyone has been understanding and respectful. We are lucky to have the customers lwe do. 

Has it made you consider how you feel about other businesses/suppliers/customers/clients for good or otherwise? Ie will you make different choices? 

I think businesses that have remained open throughout the pandemic will be judged on how they have and will respond to any new measures. It’s important for people to feel safe, and customers seem to have a new respect for those that have worked through the last few months. 

The suppliers' businesses alike that have stayed open through the last few months have all pulled together so well. 

How important is this phrase to you – ‘buy local, supply local’? 

Being a small business ourselves, we understand the importance of local trade boosting. It’s absolutely vital that local economies support one another. True growth through small local business is great for any area. We think this is so important and something we will always be passionate about. 

What are your top tips at this time?  

1. Keep communicating to your suppliers and customers. 

2. Don’t underestimate the power of social media. 

3. Be confident with any changes you’re making.  

Your parting thought? 

Coronavirus has taught so many people so many things, and as a local business owner I’ve never been more grateful to our customers for being so understanding. 

Every sector of every industry has been affected in some way and it’s been amazing to see communities come together. 

I feel hopeful for the future and the next twelve months, we’ve learned a lot of lessons and I believe we are ready. 

For more information visit www.prioryheating.co.uk