The Builders Merchant Branch of the Future, a comprehensive report sponsored by the BMF, is designed to set new standards for the trade customer experience for the next decade.
Co-sponsored by the BMF and the organisational strategy consultancy LEK UK, and written by respected industry expert Steve Collinge, the report provides actionable insights for merchants of all sizes on how to transform their businesses across seven critical areas:
1: Convenience: time saved for the customer is loyalty earned.
2: The Right Range: builds trust, drives efficiency, and avoids duplication.
3: Expertise and Advice: builds credibility and locks in long-term customer loyalty.
4: Payments, Pricing, Discounts and Credit: modern credit tools provide vital support for small businesses and increase customer reliance.
5: Health, Safety and Wellbeing: attracts and retains talent, reassures customers, and protects long-term resilience.
6: Personalisation and Loyalty: encourages repeat purchase, even in a price-sensitive market.
7: Sustainability and Responsibility: builds reputation, attracts customers, and ensures compliance.
The research-based report was informed by visits to and conversations with merchant branches, suppliers, service providers and tradespeople. The findings reveal that today’s trade customers expect more than just products; they seek a seamless, efficient experience that saves time, provides choice, and reflects modern standards of service and sustainability.
Commenting on the report, John Newcomb, BMF CEO said: “The report highlights the changing needs of different generations of customers. Many merchant branches are geared to serve and support a typical customer in their fifties. The internet and digitalisation have created a fundamental shift in how younger tradespeople run their business, and the merchant branch of the future must respond to reflect these changes.
“The seven service themes covered in the report are both aspirational and achievable, showing merchants how to enhance customer experience, loyalty, and long-term growth. It offers practical guidance to help shape the future of any merchant business, whether a single branch or a multi-site operation.”
The Builders Merchant Branch of the Future report is available free of charge to BMF members, and can be downloaded here.
In addition, merchants wishing to discuss the insights in the report and explore how these initiatives can be tailored to their own operations should book a meeting with their local BMF Regional Manager or contact Steve Collinge directly at Steve@irg.co.uk.
