Traditional, friendly and convenient were words used by shoppers yesterday to sum up the key to the success of John Lewis after the partnership returned record sales figures over the Christmas period.
Traditional, friendly and convenient were words used by shoppers yesterday to sum up the key to the success of John Lewis after the partnership returned record sales figures over the Christmas period.
In the week ending December 27, John Lewis took £71.01m - an increase of more than £830,000 on the same week the year before. A record £21.4m was taken on the first day of the chain's clearance sale.
The chain's Scottish stores fared particularly well, with a rise of almost 10% in takings at the Glasgow branch and an 8.3% increase in Aberdeen. Edinburgh sales were up 5.3%.
The seasonal high offers a boost to the beleaguered high street, which in recent weeks has seen massive reductions offered in attempts to curb the spending slowdown, and a number of high-profile companies going into administration. Up to the Christmas week, sales across the group were 4.5% down on last year, and recent weeks have seen poor results against 12 months ago.
Laura McBride, operations manager at the Buchanan Galleries store, said that an early start to the Christmas holiday had contributed to the latest sales figures, with Monday December 22 proving to be an exceptionally busy day.
She said that sales in the beauty department were up 86% on the same period last year, with gift purchases lifting transactions at some counters as much as 216%. Menswear saw a 32% rise in sales, with the sound and vision department also seeing a significant rise in trading.
Ms McBride said: "I think it is our knowledgable, friendly staff who make the difference, especially somewhere like the sound and vision department. The never knowingly undersold pledge is a big point of difference and we also offer a five-year guarantee on our televisions. We deliver really good customer service, and we find that our customers are regular shoppers.
"We look after them, listen to them and give them what they are looking for. We want to get the customer through the door and keep them a customer."
Customers yesterday were looking for a wide range of items, from wool to a new outfit to digital TV receivers, but all were unanimous in their support for the store, which started out as a single drapers shop in London's Oxford Street in 1864.
Debbie McGregor, 54, of Livingston, said: "I can go to the Almondvale Centre (in Livingston) and there is every different type of shop there but the only thing I miss is John Lewis. The staff are very nice, even in Edinburgh, and it is like a haberdashers and fashion store all in one. I buy a lot of wool and I struggle to find what I need, but I know if I come to John Lewis it will be here. It still has a bit of a traditional feel to it."
Emma Lewis, 25, of Thornwood, Glasgow, was out yesterday with her two young children, looking for a new outfit to wear to a gig tonight.
She said: "I think I can usually come to John Lewis and there is always something I like, although today I have to say I am struggling. You go somewhere like Next and things are quite run of the mill but you can usually get something a bit different. The staff are so, so friendly and it is quite relaxing coming here with the children, I can bring them straight in from the car and they don't have to be outside getting cold. If they have been good, we go upstairs for a cake afterwards."
Michael Kerr, 50, a solicitor from Bearsden, added: "We often come here to buy stuff, to be honest. We find it convenient. They deliver items for you, the customer service is good and they are good at taking things back."
Patrick Lewis, director of John Lewis, said that November had been a difficult month but trading ended with a "surge" between the Sunday and Wednesday before Christmas.
"The pundits who predicted it would come fast and furious in the final week were on the money. There has been a real buzz across all our shops, and plenty of sore feet as we've made sure every customer gets the best service, however busy we have been."
