Encouraging loyalty through workplace investment

Family-owned roofing merchant, Roofing & Building Supply Co. Ltd., has been part of the Leith community in Edinburgh for 75 years. But in the past 12 months, it has seen some of the most transformative change in its history, all because of a renewed focus on its people.

Managing director Brian MacInnes took the reins just over a year ago. With more than 15 years of experience in the industry, Brian knew exactly where to start – staff wellbeing and working environment.

“Our team are our greatest asset. This is not a cliche – it’s a fundamental business fact,” says Brian.

“Many of them have been with us for decades, and their local industry knowledge is second to none. But we saw that our people needed more flexibility, and the facilities they were using didn’t reflect the value they brought to our business, so we set out to create a better workplace that rewarded their loyalty and improved the service and experience that they are able to offer our customers.”

Refreshed spaces and reduced hours

The most significant change came in the form of a 4.5-day working week. Now, staff finish at midday on Fridays, giving them more time to spend with family and friends. This has been trialled for a few months, and there hasn’t been any decrease in business performance. If anything, the team has seen a boost in morale and energy, which is even being noticed and commented on by customers.

The site also underwent a significant refurbishment. The old toilet and kitchen facilities were replaced with accessible, modern spaces. EV charging stations were installed to allow employees with electric cars to charge them for free. And a drying room was created to make a space for the outdoor workers to get changed and warm, whatever the weather.

“One of the best things I’ve heard recently was a customer who came in and said it finally feels like a proper builders’ merchant,” Brian added. “They could see how much more engaged and upbeat the team was – and that really stuck with me.”

An overlooked outdoor area has also been turned into a peaceful garden space, complete with wildflowers and bird tables. Wildlife and biodiversity are important to the staff, so the business set out to create a space that encouraged this and gave the team a quiet place to take themselves if they need it during the day.

“For other merchants looking to reward their employees in a similar way, I would recommend you start with the basics. Just listen to your staff and find out what would make their working day better, and then act on those suggestions,” Brian continued. “You don’t have to change everything overnight, but a little and often approach will make all the difference.

“It’s also about fairness. Everyone has the same access to training, the same tools, and a transparent pay scale. That’s how you build a team that wants to stick around.”

Investment in people

Roofing & Building Supply Co. Ltd. prides itself on having one of the most experienced teams in the region, with a combined 150 years of service across just eight employees. Staff training is a cornerstone of the business, with regular on-site training from suppliers and universal forklift licenses to ensure all employees can support with deliveries if needed.

This inclusive approach extends to new recruits. When 16-year-old Callum joined the business, he started on an apprenticeship with the Builders Merchants Federation (BMF) scheme and is now a full-time member of staff.

“It just made sense,” explained Brian. “Callum wanted to work and expressed this to some of his friends who knew us well, and our business had the structure to support him. It’s the kind of opportunity you only get when you’re embedded in the community, and we want to continue this practice with our next apprentice.”

Being an active member of the community is critical to keeping strong customer relationships and local awareness. After storms in February, word got to the team about some damaged fences at a nearby property and the local cat and dog home. Roofing & Building Supply Co. Ltd. stepped in to support its community and provided the materials and time to make the repairs.

The business also supports the community through its sponsorship of local sports. It supports multiple football teams and also a local female boxer, whose father is a customer. Many of the children who play in the teams have family members who are customers, so it helps to give back to the local families who are loyal to the business.

Support from NMBS

Beyond the local community, Roofing & Building Supply Co. Ltd. has an established relationship with the independent merchant and supplier community. One way it achieves this is through its NMBS membership. It has been a member for over 20 years, using the NMBS Exhibition and product support to keep staff up to speed with the latest products.

“The support we get from NMBS helps us stay competitive. If we bring in a new product line, our existing relationship with our suppliers allows us to bring them on-site to ensure everyone understands it,” Brian explained. “Events like the NMBS Exhibition allow our team to speak directly to suppliers, build those personal relationships and bring that knowledge back to our business.”

Dean Hayward, head of sales and marketing at NMBS, added: “This is a great example of the way independent merchants look after their people. Investing in people isn’t a rushed process. It’s an honest, steady investment in people, space and time. That is how you make a truly meaningful and lasting difference to your employees, and it’s undoubtedly a major factor in this business’s success.”

NMBS continues to help its members remain competitive through networking opportunities, training, supplier connections and rebates. Learn more about becoming an NMBS member on the NMBS website www.nmbs.co.uk.