• I’ve come from being Deputy Manager at Crossgates in Leeds and it’s great because I’ve been dying to get my own store.
• Our store needs a bit of TLC, but the team is good, we all want the same things – we want to make bonuses that they’ve not made yet.
• When I first arrived, we all interviewed each other to talk about what we wanted to do and achieve - the main area to tackle was the high store debt level.
• We decided we would go to customers and introduce ourselves - explain what their payment options are, that we want to try to help them - and we managed to get the debt down by 11% in 6 weeks. All that was just down to talking to people.
• Now our debt is down, commission is available to us, so we’re going for that now. We haven’t even scratched the surface but we all want to win and all want our ‘diamond in the rough’ store to move from bottom performing store in Humberside to top!
Tilly had a wide-ranging background in retail but then found there was nowhere to grow beyond store manager. She was bored, needed a challenge, so she did her ‘High Street Test’ to work out where to go next…
“I did one of the weirdest things - I looked at the various stores and tried to work out who was going to challenge me. It came down to BrightHouse or a competitor. I applied online, spoke to the Regional Manager, got on really well - and I was offered a job after that. I started as Deputy Manager in Halifax, which was fine because I wanted to learn and get the tools I needed to do the job.
I was intrigued because it wasn’t like a retail environment. It had two parts to it – the debt recovery back end and the selling front end. It was something else to learn and I knew I’d enjoy the sales on the floor. I liked that the customer is key, that the work is proper graft. I learned about the values, that are actually really powerful and meaningful. I like the fact that the customer comes to you, but it’s how you react to that customer that’s key. New customers are intrigued - they may think there’s a stigma, but after a conversation that goes away. I love talking to them.
We all work towards the same goals and I get very defensive if people criticise BrightHouse - they just don’t understand what it’s really like. For me this is it – if you’ve got the fire in your belly, the ladder up will never stop.”