DEALER SUCCESS
QUILLS
at his parents’ living room table with a
late 1990s was a US-based auction website
telephone, a fax machine, an ashtray and a
making its first forays into the UK market
box of cigarettes.
– you might recognise its name... “eBay had
He started the business after spending
five members in a small office back then. I
time working for a consumables wholesaler.
personally sold them five desks and installed
Initially, he too sold toners and consumables
them myself,” smiles Andy.
– but quickly realised he had to broaden
Since then, eBay has developed hugely
his range of products if he was to build a
in this country, and now employs hundreds
successful business.
of staff in the southeast of England, but they
Back then, Andy did everything himself,
One of Quills’ early customers...was a US-based auction website making its first forays into the UK market
still get their office supplies from Quills.
from driving the van to making calls. “I
“eBay US and Europe are on a big deal with a
had one ‘phone system and transferred
worldwide supplier but, in the UK, they have
calls around the business to different
always stuck with us,” he says. “We must be
customers up to long-term contracts. “We
departments, which was always to me just
doing something right.”
tend not to put any real contracts in place with
putting on a different voice.” Through his
client roster. What Quills don’t try to do is sign
customers, so they could leave us tomorrow
hard work– ensuring that he delivered
GREAT CUSTOMER SERVICE
if they wish. We rely on our deliverables and
goods on time and provided a good service
Andy is modest. The company aims to
our service to maintain clients, rather than the
– the business started to grow, and he soon
provide great customer service alongside
letter of the law - it shows confidence in what
moved the business into his parents’ garage,
competitively-priced products, ensuring
we are doing.
then to offices in West Croydon, followed
they deliver on what they promise. The eBay
by premises on a business park in South
story is also indicative of how Quills looks
customer, we don’t try to tie them into a three-
Croydon and, eventually, on to Quills’
to foster long-term relationships with its
year contract; we make sure we do what we say
current base in Croydon.
customers and will have dedicated members
we are going to do, and deliver it. That’s why
of staff to work with larger businesses on its
customers stay with us, no other reason.”
One of Quills’ early customers in the
[28] JUNE 2022
www.dealersupport.co.uk
“When we are trying to win a new
