“I’m part of the whole colleague journey. We very much focus on making sure our colleagues are part of the wider family business, so we are not just about the blood family; it’s about the wider family.”
For Bents, family is key to everything. This landmark garden centre in Glazebury, Cheshire has been built on three generations who have been steeped in a commitment to quality and innovation.
Its roots date back to the 1930s when Alfred and Margaret Bent sold roses from their front garden. They lived in a cottage on the site of the garden centre, which bears their name, bringing up five sons.
It was in the 1970s that Bents Garden and Home blossomed under the direction of two of the five brothers, and next year the business will be proudly celebrating its 90th anniversary with a year-long programme of events and activities. It would be rude not to. Few similar businesses can boast how they have stayed true to their values and culture while exhibiting the kind of expansionary drive that would be the envy of most multinationals.
Behind the Bents’ vision is Ron Bent, who, supported by his wife Wendy, worked hard to build the business during the 80s and 90s. It was physically and mentally hard, long hours… In the 1970s, he and his brother John dug out the reservoir, which is now the basis of the irrigation system which waters all the plants grown on the site.
John retired in 1988 to focus on his Weeping Ash Garden, which is still to this day part of the National Garden Scheme, and with Ron’s guidance, it was the next generation, schooled in Bent’s core behaviours and practice, who were entrusted with the task of ensuring the company remained at the forefront of the retail garden industry.
Matthew Bent is MD, running the business alongside non-family members Emma Kelly, commercial director and Joanne Derbyshire, finance director; eldest sister Rachel oversees visual merchandising and the style and look of the business; Helen Bent is head of marketing, while youngest sibling Katherine Bent is in charge of the 400-strong workforce.
“I’m part of the whole colleague journey. We very much focus on making sure our colleagues are part of the wider family business, so we are not just about the blood family; it’s about the wider family,” explains Katherine.
“When we invite colleagues to join us, we very much recruit them on how their behaviour fits to deliver that great experience.”
Anyone who has ever stepped through the doors of Bents will be aware that it’s not your normal garden centre. Yes, there are plants, but also seven restaurants and cafes, a grocery store, clothing outlets, pet shop and more. It’s not for nothing that it’s been called the Harrods of the gardening industry.
It’s all about people coming along for an experience. That can mean popping in for a cup of coffee and a chat with a favourite colleague to spending the entire day at the 60-acre site.
But it is at Christmas time when the experience factor is truly ramped up, helmed by Rachel, with the rest of the family in supporting roles; anything from promotion to being hands-on on the shop floor during busy times.
“Christmas is a big thing both socially for our family and the business,” Katherine explains.
“From October onwards we embrace Christmas totally. The season starts from a people culture point of view. We appoint an extra 200+ colleagues, and that comes with a lot of hard work as we’ve got to ensure we have colleagues in place who are matching our values. It’s key that we deliver that exceptional experience to the customer.
“Our customers are only going to get that experience if our colleagues deliver it.”
Events are at the heart of the festive celebrations, and this year visitors can look forward to the enchanting The Magic Lamp in the Hidden Garden, our Aladdin-inspired award-winning light trail that takes you on a storytelling adventure, and the Wonderwall by Candlelight dinner complete with choir and an evening with opera star Russell Watson.
“There’s tea with Santa, breakfast with Santa, chocolate-making workshops, and we even have a Santa Paws event which is for pets in the pet café,” Katherine says.
Following Christmas, there will be hardly any time to draw breath as the company will be launching their 90th birthday celebrations, which again will involve an exciting programme of activities.
Plans are afoot for a summer garden party, a 1930s tea dance and special annual charity ball, as well as a limited-edition Bents Bear and a 1930s Christmas-themed event.
What makes Bents such an enviable success is the fact that it recognises and rewards its colleagues and visitors, whether it is with an annual dinner for those who have worked there for ten years or more, or with a magical Christmas experience for its customers. And everyone is made to feel like they are part of one big family.
“We are all extremely passionate about Bents because my mum and dad have worked so hard to get it where it is.”
“Bents is successful because we have a lot of emotional investment in the business. We stick with our core behaviour, and we know what works well.
“Someone could come here, get their breakfast, do their weekly shop, buy a gorgeous outfit and get their pet groomed. They could basically spend the day here.
“We have customers who come in daily. They enjoy a coffee with us every day; that’s a big spend over a year, and we really appreciate and embrace that. Bents is a community, a place where lots of people meet and hang out, a safe place to visit alone; there is always someone to chat with. Even though we are big in scale, my dad said we should always feel like a corner shop. People should come in and feel part of everything.”
Bents Garden & Home
Warrington Road, Glazebury, Cheshire WA3 5NT // www.bents.co.uk
By Janet Reeder
