Alex: I am the Bath Showroom Manager, then we have Steph our ‘oracle’ who came to us from Laura Ashley and is our Team Lead, and Alvina, our Customer Service Advisor who joined us in 2024, having worked as a visual merchandiser for many years. Having spent most of my career in fashion and retail, I’ve always had an interest in interiors and textiles. When I heard that Jim Lawrence was coming to Bath, I reached out and was fortunate enough to be here since the initial fit out of the showroom in 2019.
Steph: I’ve always had a passion for interiors and really enjoyed helping customers at Laura Ashley, so I jumped at the challenge of opening a Jim Lawrence showroom with Alex.
Alvina: I think I developed a strong eye for design while working in retail and house renovations. Then I worked for an auction business and enjoyed building a rapport with customers so I was keen to expand on that, and the Jim Lawrence showroom is the perfect place to do it.
What do you enjoy the most about working in Bath? Alex: Bath is such a unique and special city. There’s no place like it. I’ve been fortunate to work and travel all over the world and I’ve always gravitated back here. As a city it’s inspirational for anyone who has an eye for architecture with its rich history. It’s the perfect fit for Jim Lawrence.
Talk us through a typical day in in the Bath showroom. Alex: No two days are the same. Once the showroom is prepped and ready to open the doors, we will check in and see if there is anything that requires following up on from the previous day’s emails or within our different departments. Someone is always on our online Chat, so if it's not a member of the Hadleigh team, it will be one of us.
Running alongside this, we take care of our customers in the showroom, making them feel welcome, helping them with any queries, placing orders or giving them general styling advice.
Customers are at the heart of what we do at JL and we pride ourselves in building an excellent rapport with them. What does good customer service mean to you?
Alex: First impressions are so important. The customer needs to feel safe in the knowledge that they are being looked after. People still appreciate the human interaction of face-to-face service or being able to talk to someone on the phone.
It's also important to build a trustworthy relationship with customers to ensure they feel they can come back to us at any time with any queries. We’ve worked hard in the showroom to create a warm and welcoming environment where we are now fortunate to see many of our customers returning on a regular basis which is nice.
As we know, home renovations can be complicated. How can you help customers to manage their interior projects as a supplier?
Alex: Taking the time to really understand the customer’s needs is crucial, as is being as supportive as possible. We are very fortunate in that being a British manufacturer, we have access to so many skilled people within the business, and so if we don’t have the answer to any challenging enquiries, we are able to find the answers quickly.
Steph: We encourage customers to come into the showroom because it makes such a difference being able to see the products, their sizes and finishes in the flesh.
How do you help if something doesn't go according to plan? Alex: You can come across tricky situations, but it’s rare that it’s not something we haven’t seen before. We will always come together as a team to resolve it.
Alvina: Clear communication and honesty is key even if you don’t have the answer straight away. Being able to stay calm, listen carefully and acknowledge the issue is half the battle. If a customer can see you are trying your best to solve a problem for them, they are appreciative.
We have a high staff retention rate here at JL. What do you enjoy most about working with us?Alex: I’ve worked for the company for over 6 years now and time has flown by. The greatest part of working for a family business is just that, you are part of the family. You connect with so many people within the company from different departments and everyone is there to help one another. I also think that because everything is made by hand here in the UK, there is a a real sense of pride in what we do which creates a positive environment.
You must get asked all sorts of customer requests – are there any that particularly stand out? Alex: Before Christmas we worked closely with an interior designer responsible for the entire renovation of one of the most prestigious houses in the centre of Bath – that was an amazing experience seeing the project – and our products – come to life both in situ and on social media.
Alvina: It really challenged us to use our knowledge and creativity and showed how much of an impact good soft furnishings and curtain poles can have on a space.
Steph: I helped a customer with a bespoke order of Tulip pendants and wall lights in our Shaker Green finish – which is not a common choice. When the customer showed us the finished job, they looked amazing, real statement pieces.
And finally, what are your favourite Jim Lawrence products? Alex: For me it’s the
Lansdown Pendant. There is nothing like it, it’s a real statement piece.
Steph: I love the
Ashurst Cut Glass Pendant for its beautiful, engraved star and leaf motif on the glass shade, and the
Grantham Wall Light is a favourite because it was the first light I saw being made in the workshops when I started in 2019 – I love the intricate backplate design.
Alvina: There’s a special place in my heart for the
Highgate Pendant. I just love its simple, impactful design.
For more inspiration and to see all our products, visit our website at
www.jim-lawrence.co.uk where you can also see our lights in customers'
Beautiful Homes and browse the
Style Journal for handy decorating and styling tips and expert advice on your home projects.
