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Dublin: 10 °C Wednesday 22 May, 2013

Column: Much-loved Peats is history – and its like will be missed

In today’s world great customer service and dedication are no longer enough for a business, writes Peter Faulkner. But what have we lost?

Peter Faulkner

This week it emerged that electronics retailer and Dublin institution Peats would close its doors after 78 years in business. Fellow business owner Peter Faulkner wonders whether his own company can survive.

THE PEATS CLOSURE story really struck a chord with me as I was working from home the other morning before attending a rather sad funeral of a young man from the locality.

It is so sad to see venerable quality firms such as Peats go out of business. They had a huge reputation for what is supposed to be the key to business success, a dedication to customer service and well trained helpful staff. They did their business in a professional way with nice retail stores offering quality products with first class after sales service. Clearly such values are no longer enough.

I have studied long-lived businesses over the years – ours having been around since 1860 – and I think I know why ours has survived, so far. My own father was the only child of a whole generation and took over running the business in the 1950s. His father and unmarried uncle ran the business for the generation before that. I too, am the only one of my generation involved in the business, though we were a family of six kids. The first key operator is no dilution of shareholding to the next generation of cousins.

The second key element is reinventing the business. As the fifth generation running a traditional B2B (business-to-business) firm, we have had to reinvent our business model at least four times in the last 30 years. Contrast that with my forebears, they only had to do it once every second generation.

We still do our utmost to retain the traditional values that typified many older companies such as Peats. It does have one great advantage; customers tend to remain loyal over many years. Sadly the recession has caused many of these customers to become casualties themselves of the ravages of the economic turmoil. To survive in the longer term is not possible without these core values and levels of customer service but it is possible to compete and survive with cutthroat price competition only by adopting the business models of today.

‘It is not completely selfless, as many came back time and again’

Even today there is still an important opportunity for companies to give old fashioned service but in a modern context.  We recently produced a comprehensive packaging guide that we have free on one of our websites, into which we have put a great deal of thought and effort. It has been our policy since God was a child to help anyone who had a query – ‘If we don’t do it, we will tell you who does’.

It is not completely selfless, as many came back time and again, essentially giving us first refusal on their business. That is old fashioned customer service and benefits both parties, it is also old fashioned good business. Treat people well and they will respond in kind, most of time, you will never win them all!

I am no longer a young man but I have made a concerted effort over the past thirty years to learn to use and keep up with new technologies. From my Dell DOS laptop and  088 mobile phone in the 1980s to my iPhone, iPad, Kindle et al of today, I have moved to shop online, read my books in eBook format in an effort to stay current. For our business, we have moved our sales efforts online with numerous websites with great dedicated people supporting the customers and the business. We have studied the competition at home and abroad and shamelessly copied the most successful operators and their new products and business models.

Will it be enough? Only time will tell.

To Peats and all those other long established businesses now sadly gone, we salute you and mourn your passing.

Peter Faulkner (59 ¾) is chairman and owner of Faulkner Packaging. He lives in Dalkey and has three adult children, none of whom are in the business. He is a former chairman of the SFA and was one of the founders of ISME. He was a member of the government Taskforce on Small Business. The Packaging Guide can be viewed and downloaded free here.

www.discountpackaging.ie, www.snazzybags.com, www.snazzybags.co.uk, www.faulkner.ie, www.alububble.ie, www.95kpabags.com, and 10 others.

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Comments (31 Comments)

  • Peats have gone out with dignity and integrity, an expensive and rare quality to have in any business today. Peats are ceasing trading while they can pay all their creditors, another rare quality. What they have done in their last act of trading should be held up as an example of how one should run and cease a business to all businesses in Ireland. Well done to Ben Peat and all your directors. I wish you all the very best in your future endeavours.

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  • Peats customer service was great but the costs for same were considerable, esp when compared to online operations. i don’t think it was ever going to be possible for them to survive once people became more cost conscious than during the boom, esp when they were targeting the higher end of the market with products like B&O and Bose.

    I suspect we will see more and more migration to online shopping from the high street as time goes by. the likes of travel agents and insurance brokers were in the vanguard of businesses to transition, the likes of game, hmv and xtravision are currently going in the process of transition,

    next will be more and more of the high street shops, esp retails this is obliviously something many of them are acutely aware of at present as more and more try to entice customers to their online presence often even directly from within the store (next are a good example of this).

    Grocery retailers, etc will probably take up the rear guard though this has already commenced with the likes of Tesco & superquinns online order and delivery service.

    of course there will always be a market for both retail and online the trick for the larger retailers will be in finding the balance to ensure they maintain market share and margin.

    for the small business operator this will become even harder and will require them to focus on offering services that online operators can’t / won’t compete with. unfortunately in a major recession where everyone is cost conscious this will be exceedingly difficult but not impossible.

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    • Actually thats not really true for the past 2-3 years. Some of the deals they had on laptops were really great and difficult to match, particuarly with Sony Vaio’s. Also their external hard drives were on par in price with Amazon and way cheaper than PC World. Just a few months ago they were scolded by a supplier selling a portable 1tb external hard drive too cheaply and damaging the market place. I never really had much experience with cameras or sound systems but they did had a few good offers on those too.

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  • tuba hg 07/04/12 #

    A huge loss now we are left with the hard core sales pitch from Curries Harvey Norman and PC World with staff who have no product knowledge and will tell you anything to make a sale

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  • Agreed. I grew with peats as the only decent electronics store in Dublin.
    What a shame they didn’t make it.

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  • Sadly we’ll never see the likes of their first class expertise and one to one friendly customer service again in our
    Land..
    A special thank you to all their helpful staff and may they never see a hungry Day.!!!!

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  • tuba hg 07/04/12 #

    Well done Alan that needs to be said Irish people don’t care about indigenous companies.
    The Irish consumer doesn’t think a company is significant unless they are big in the UK.
    M&S Tesco Aldi Lidl have put Superquinn almost out of business and Dunnes struggling but the Irish don’t care
    So much for patriotism

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  • I grew up near Peats of Parnell St and while it’s a shame they’re gone I don’t understand people getting emotional after they close. If more had shopped there before they got into trouble sure they wouldn’t have had to close.

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  • yep quite a few…. but it will be mised. It was a corner stone.

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  • Is there any place left like Peats in Ireland?

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  • Used to go into town to the original parnell st store in early 90s. Sad to say price won out in recent times against online competitors.

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  • Peats prices were in line with competitors. Also staff were very knowledgeable. They were tops for hardware parts. Actually not possible to get the same retail service elsewhere. Highs rents and decline in sales since 2008 brought Peats to this.

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  • Anyone thinking of running a retail shop today with online competition would be mad! The extortionate cost of rents in Ireland and the high staff costs would give the business the kiss of death before it was born. The problem is that there are too many parasites attached to running your own business today. Insurance, utilities and other overheads are enough to frighten anyone off running a shop, unless you have identified a niche business which is bank proof, bureaucrat proof and recession proof. A tough call.

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  • People need to realise how hard it is for an independent retailer to compete with internet giants like Thomann and Amazon.If the wholesalers don’t give the shop a good price then the retailer can’t pass it onto the customer.It’s almost impossible to match online prices while remaining profitable unless you can buy large quantities of product and then have somewhere to store it. I try to buy as much as i can locally because i want to have those stores there when i need something in a hurry and the Internet retailers are no good to you, no matter how cheap they are, when you need something in minutes.

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  • It is a fact of business life that success is not compulsory. Businesses have to keep up or die. The pace of change, particularly in consumer electronics and IT is astonishing and retail survival, let alone growth, as to be wored at every day.

    As for customer service, it still exists and, in my exerience, improving. I am particularly impressed with the efforts that younger service staff will put in to give customer satisaction.

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  • Petes was great throughout the years but in recent times their prices have been far too ambitious! I feel they didn’t take the necessary moves to properly compete with online buying and lower priced competitors (such as richer sounds)

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  • Peats, not pears…

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  • Sad to see an old established business close. We are a small family business in the west of Ireland.
    I would say that not many of our type of business have survived, we are one of the few remaining general drapery &bar filmily business surviving. Established in 1929 by my parents and inherited by me in 1979 (deprecision 1979/1986) we survived by hard work and loyalty from our customers.
    We modernised in 1980 and again 1999 when my son (1of 6 children ) joined the firm. In 2008 we enhanced our business by expanding into screen printing &embroidery to cater for a vacume which we felt existed . This has been a great success as we cater for stag parties and all schools and companies.
    We are still a general household and drapery company with an off-licence(4Ds.) and
    catering ladies, children & gents, even for the older person who wants red flannel for that back wool yarns&haberdashery we have the old fashioned interlock knickers. Look us up on http://www.fordes.ie
    Again sad to see Petes closing.

    J.G.F.

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  • The strange thing about Peats was that they tookover the Sony Shops at the worst possible time. That struck me as less than wise. Its unfortunate as there must have been many staff hit.

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  • This is part one of a really, really cool series on this topic. It’s about ‘corporate America’, but as this shows, it’s kind of happening everywhere – the slow corrosion of these businesses that have a human face in favour of something much worse.

    Also, Louis CK is the main dude in this, which is a huge treat if you’re a fan of his :)

    http://www.youtube.com/watch?v=IndWcEnFhTQ

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  • What a bull, Peats lost it’s value years ago. Overpriced crap.

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  • Alice 07/04/12 #

    Peats were overpriced and didn’t stock enough of the latest products. There is no place for shops like this. Move on and look to the future. Who really cares if this rip off shop is gone?

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  • fair play to peats,, sorry to see them go,, but I will say this,, one of my less memorable working experiences,, sorry guys

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