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CELEBRATING 21 YEARS
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‘Putting our customers first, choosing and incentivising great people has really paid off and the business has flourished’ Simple formula of putting everything into the customer experience has been the key driver to MKM’s success
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n 1995, David Kilburn was made redundant from a national builders’ merchants at the age of 50. He approached Peter Murray and his partner Janet Taylor, with whom he had worked for many years and, together with Linda Clarke, who worked as a consultant with them both, they put together the basis of a business plan which would develop into the MKM group. With the help of some great friends who provided buildings, finance and contracts, they opened their first site on Clough Road, Hull, and within two years had moved to a purpose-built site – it seemed one branch was not going to be enough to meet demand. There was scope to corner the market with this fresh, customerfocused over volume sales approach. Work began on a strategy for rolling out the MKM offering to other locations; but crucially, the service standards had to be serviceable and scalable; nothing could be lost in a bid to grow. David and Peter were conscious of devising a methodology that would replicate success, so it was decided they would handpick the branch directors with strong customer relationships and local knowledge.
On top of this, MKM continued to differentiate itself by incentivising branch directors, with equity and a share of profits. Through shared accountability, MKM could be sure that those hired to lead branches would be as passionate about the business as its co-founders. The model was put into motion and the business quickly gathered pace. Twenty-one years and 50,000 customers later, it is safe to say this simple formula of putting everything into customer experience has been the key driver to MKM’s success. At the time of its 21st anniversary, MKM is the leading independent builders’ merchant in the UK, with 45 branches and counting. The business has soared through developing strong and lasting relationships with both suppliers and customers. In-branch experts are on hand to assist with every customer need and the addition of high-spec kitchen and bathroom showrooms has further diversified the offering, while increasing the appeal. Each showroom has its own specialist design experts, so every project can be maximised by capitalising on their expertise. A proud Hull business, it has continued to champion the region
THE EXTRA MILE: Customer service is vital to MKM’s success.
and support its home communities. In June this year, MKM was behind a sell-out Rod Stewart concert at the KCOM Stadium, which raised almost £300k for two local charities. The business is also getting behind Hull’s exciting role as UK City of Culture 2017, joining several other businesses as a major partner. Where now? Well, the business is showing no signs of slowing. Plans are in place to continue a steady, considered roll-out. The business model remains the same, so MKM follows great branch directors, not the geography. With this flexibility and with such simple, but clear differentiation, MKM has carved a successful niche with further potential for growth. David Kilburn said: “I am proud we have remained committed to the ideology we laid out 21 years ago. “Choosing great people over focusing on profit has paid off and the business has flourished as a result. “By nurturing our team and investing time in finding those that care about service delivery as much as we do, we have built a business synonymous with ‘nothing’s too much trouble’ and a loyal customer base that sticks with us for that very approach. “Our branches work independently to a common aim; to be better and to grow. “Their accountability and passion is what drives the business forward and we are confident we can retain this focus with future branch openings. “As we celebrate our 21st anniversary, it’s once again an opportunity to thank the people of Hull for their support then and now. We’re so proud to be based here, it is our home and we will continue to promote and support this wonderful, diverse city in the coming years.”
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TOP TEAM: From left, CEO Philip Johns, Marketing and Digital Director Linda Clarke, Executive Chairman David Kilburn and Finance Director Mark Smith.
LAUNCH: Peter Murray, left, and David Kilburn at MKM Building Supplies in Stoneferry Road.
GRAND OPENING: The opening of the MKM Building Supplies warehouse In Stoneferry Road, from the Lady Mayoress of Hull Maggie Smith, directors Peter Murray and David Kilburn, the Lord Mayor Councillor Gordon Caselton and Martin Hall, of F Hall Construction.
PROUD: The team today at MKM in Stoneferry.
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Earning their stripes: MKM and Hull City MKM is a proud Hull business, championing all things close to the hearts of the community
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s a lifelong supporter and Honorary President, MKM’s Executive Chairman David Kilburn considers himself a die-hard Tigers fan. Like David’s passion for the club, MKM’s historic support for Hull City AFC and the magnificent KCOM Stadium goes back quite far. This year, MKM once again renewed a special partnership that stretches back to the 1990s. The sponsorship package allows us to offer staff and customers tickets for each game and gives us the opportunity to entertain customers from all over the UK at Premier League games. When you glance around Hull’s KCOM Stadium, it’s impossible to miss MKM. Whether on training tops, hoardings or stands, MKM is only too proud to be giving the Tigers its uncompromising support for the season ahead. With Hull having reclaimed its rightful place in the Premier League, MKM celebrated with the “Become a mascot” competition. This saw 18 lucky young Tigers fans win the chance to walk out shoulder-to-shoulder with the team. MKM and Hull City look set to keep building on this successful partnership.
WINNING PARTNERSHIP: MKM Building Supplies association with Hull City AFC goes back to the 1990s.
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STAR NIGHT: Rod Stewart plays at a packed KCOM Stadium.
Pictures: Kate Woolhouse
Bringing Sir Rod to the KCOM Stadium
Sell-out gig raises ÂŁ290k for two local charities
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o celebrate its 21st anniversary, MKM took to the stage with Rod Stewart at the KCOM Stadium in a sell-out charity gig. Revenue from the 25,000 tickets sold went to two award-winning local charities. The Daisy Appeal and Holy Trinity Church each received ÂŁ146,000.
GREETING: Rod Stewart with David Kilburn, left, and other members of the MKM team, right.
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Awards and accolades
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KM’s commitment to raising the bar on the customer experience has attracted consistent industry recognition in the form of multiple awards. Perhaps one of the most significant achievements is securing the coveted title of Independent Builders’ Merchant of the Year a record seven times. David Kilburn has been hon-
oured on numerous occasions for both his business acumen and his work within the local business community. He received a Lifetime Achievement award in 2012 at the Builders’ Merchants Awards for Excellence and, most recently, a Business Leadership Award at the 2016 Insider Growth 100 Awards. On top of awards, David, and the wider business, are recognised for involvement in a
Awards David Kilburn
■ Business Leadership Award – Insider Growth 100 Awards 2016
Company
■ Sunday Times Top Track 250 – 2016 position 70 – 2015 position 139 – 2014 position 201 ■ Hull Daily Mail Business of the Year 2004 ■ Yorkshire Post Business of the Year 2007 ■ Entrepreneur of the North 2008 – Ernst Young ■ Builders’ Merchants Awards for Excellence Lifetime Achievement Award 2012 – David Kilburn Independent Merchant of the Year (6+ branches) – 2003 – 2004 – 2005 – 2007 – 2008 – 2012 – 2013 Marketing Initiative of the Year 2003
range of other initiatives, including David’s role as Chair for Humber LEP Investment Board and Young Enterprise Hull & Humber. He is also the co-founder of For Entrepreneurs Only, an organisation that sees members give up their time to support and inspire local entrepreneurs to promote Hull and the Humber region as a great place to start and run a business.
Trainee of the Year 2013 – Glenn Paddison Branch Manager of the Year 2013 – Alan Patterson
Volunteering David Kilburn – Chief Executive ■ ■ ■ ■ ■
Member – Humber LEP Board Chair – Humber LEP Investment Board Co Founder – For Entrepreneurs Only Member – City Leadership Board Honorary President – Hull City AFC
Mark Smith – Finance Director
■ Director – Preston Road Enterprise Ltd
Linda Clarke – Director
■ Member – Hull Children’s University Board ■ Member – For Entrepreneurs Only ■ Member – York Theatre Royal Enterprise Board
Keith Eames – Branch Director (MKM Hull Ltd)
■ Chair – Hull & East Riding Education Business Forum (previously known as EBLO)
Jon Samuel – Business Development Manager
■ Business Advisor – Young Enterprise Hull & Humber
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Community presence strengthens local bond Branch network helps support causes and events of their choice
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ith a national – and ever increasing – branch network that stretches from Glasgow down to Deal in Kent, MKM supports numerous charities across the country. Branches support and sponsor many local charities and thousands of pounds are raised every year. MKM centrally supports several charities local to Hull and the surrounding areas, including Macmillan, Dove House Hospice, Princes Trust, Case, Holy Trinity the Daisy Appeal, Jane Tomlinson’s Run For All and Run With It. Linda Clarke, Marketing and Digital Director, is on the board at the Hull Children’s University, supporting events throughout the year, in particular their popular Breakfast With Santa. This sees Father Christmas visit primary schools within the Hull area to give out breakfast and presents to the children. Mick Sumpter, Branch Director at Hartlepool, is a trustee of the ECHO foundation. He has previously spent time in Romania with two of his customers to help build an extension for a children’s centre, which helps children with learning disabilities and children with Down’s syndrome. MKM continues to expand its community outreach where possible, strengthening its bond with the communities in which it is based.
LOCAL APPEAL: MKM centrally supports several charities local to Hull and the surrounding areas, including Macmillan, Dove House Hospice, Princes Trust, Case, Holy Trinity and the Daisy Appeal.
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Giving communities a sporting chance
MKM building community spirit by backing sports and activities
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KM’s involvement in the communities in which it works goes beyond charitable giving; the national branch network supports varying causes, but increasingly lends assistance to varied sporting teams and activities. From sponsoring children’s football teams to golf days, darts oches to ladies’ basketball teams, the MKM branding stretches far and
wide in the support of future sports stars! MKM Chelmsford went as far as sponsoring a young footballer, Alessandro Speight, ten, enabling him to sign trainee forms to join professional team Southend United. The sponsorship also helped Alessandro to join Southend’s tour of Germany later in the season and secured his place on its training programme for the year.
CHAMPIONING LOCAL LIFE: MKM’s commitment to local sport ranges from sponsoring teams and individuals to backing charity sporting challenges.
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Staff proud to be part of MKM
MKM committed to investing in the future of its employees
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KM now employs more than 1,100 staff; 100 of which are at the Stoneferry Road site in Hull. As well as containing the Hull branch of MKM, Stoneferry Road houses MKM’s central support teams. Under this roof, accounts, IT, marketing, HR, product and commercial teams all work together to keep the MKM cogs turning. As well as championing customer experience excellence, MKM prides itself on its commitment to its people. This is what sets MKM apart from the competition – many of the staff have been with MKM for well over a decade. Take a look at what some of MKM’s staff say about working for the 21-year-old builders’ merchant ...
Alexa Saddington, Administrator, Hull
I started working at MKM at the age of 17 and 17 years later I am still here and still enjoying it. I started out by just doing a bit of filing, now I do all the admin for the Hull branch from the banking to ensuring the 60 strong Hull staff are fully equipped with uniform and everything in between. I’m mother hen to the lads in branch and there is always banter flying around! MKM is my second family with lots of older brothers looking out for me. I think MKM is such a success because of the teams that the branch directors put together, they bring in the best people and they bring the best out in people too! I have great relationships with the customers too, some of them been with MKM as long as I have. And nothing is too much trouble when they need helping out.
Above, the Finance Department. Below, the Marketing team. Above right, the HR team.
Andy Beet, Branch Director, Beverley
I have been with MKM Building Supplies for just over 21 years, where I joined a team of four people to set out on an adventure in Building Supplies. From day one I would start work picking orders, load them onto our vehicle that we nicknamed “Big Bertha”, and then I would deliver the goods to site, returning later in the morning. I would then change into my shirt and tie, and begin processing sales, purchase orders and anything else that needed doing. Over a short period of time, we recruited more staff and attracted more customers, although back then, it was a task in itself trying to convince people that we were here to stay and not just another fly by night bunch of try-hards, which added even more fun and diversity to the role! Since the very beginning, it was always the aim to attract the best people in the industry and the business model developed to ensure MKM was an attractive company to work for. Having worked at the Beverley branch as the Branch Director for the past ten years, I have been able to recruit, develop and oversee a great team of people, which we have added to year after year as the branch has developed its own successes. Whilst MKM may trade slightly different in each of the 45 branches, one thing remains consistent throughout and that is the quality of the people it employs, and without this quality
Ian Pratt, Branch Director, Anlaby
the business would not share the same success.
Jon Samuel, Commercial Manager
I have worked at MKM for 18 years. In that time some things remain the same, the camaraderie, banter and the staff and customers that have no airs and graces. My greatest achievement at MKM is having the opportunity to mentor young children who set up a business via the Young Enterprise programme, seeing them develop and flourish
through the process. My funniest moment would have to be a charity activity I took part in which saw a team of us dress up in 60s fancy dress and riding 60 miles on a rollercoaster! I think the reason behind the success of MKM is quite simple people, people, people, we employ the very best staff and empower and support them to perform their roles to the best of the ability. My first role was supporting the IT manager (along with the butty run), then I moved onto marketing and procurement. My current role as Commercial Manager covers many aspects of the business, helping to improve the performance of the branches in the business as a whole. The Product Department.
The IT Department.
I started at MKM as a warehouse man in October 1996. I had previously been a self-employed plumber and one of MKM first trade accounts. Early in 1999 a new position was put on the staff notice board for a branch supervisor of the new MKM Anlaby branch. In April 2000, we opened MKM Anlaby with four members of staff and a £50k a month budget. After six months, the potential was clear. Then, soon after, we took delivery of our first crane vehicle and became a stand-alone branch. The business grew and grew, and in 2011 we built our new showroom. The ability to put our customers first and mould our business to fit their needs gives us an advantage over our competitors. Great products, great prices and great customer service is what we all focus on. We have a central support function that are there to help us but, it is not a dictatorship. We have total autonomy to run the business and to respond to opportunities quickly. That’s what makes MKM successful.
The Commercial Department.
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Apprenticeships play a key part of future plans and recruitment objectives in all areas of the company
Helping to build strong foundations for future talent
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KM has a strong apprenticeship programme that has expanded in line with business growth over the past few years. Focus remains on apprenticeships as a key part of future plans and recruitment objectives. A wide variety of apprenticeships are on offer, but for the most part, they are centred on Customer Service, Trade Business Services and Warehousing, although a new option has recently been introduced, which offers training and insight into Team Leadership. As the business has grown and matured, it has attracted a wealth of talent with transferable experience in the merchant industry, with specialisms including accounting, administration, warehousing and customer service. This diverse knowledge is made available to apprentices through mentoring. As the branch network covers the length and breadth of the UK, it is important for MKM to share the exciting local opportunities for careers in the industry, so branch teams are encouraged to attend events where
BUILDING A FUTURE: MKM has a strong apprenticeship programme that has expanded in line with business growth. possible and help educate those that might be interested to understand the variety of roles and progression opportunities available. In conjunction with a number of local schools, colleges and Hull University, MKM has built up relationships to support local youth through mentoring programmes, job fairs and even mock interviewing.
This has proven to be a win-win as it allows MKM to support those that attend with a good understanding of what is important in business, while providing an opportunity to highlight MKM as a strong local employer – especially when it is possible to share so many previous apprenticeship success stories with future candidates.
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MKM ... we are here
An award-winning portfolio of 45 locations across the UK
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hen MKM Building Supplies first began trading in 1996, its sole location was the Hull branch. Since then the builders’ merchant has grown and expanded exponentially. At the time of writing, MKM’s award-winning product portfolio is available in 45 locations across the UK. Not only has the company celebrated its 21st anniversary this year, but it’s also opened the doors of its first branch in the South West of England, as well as the fifth branch in Scotland. The growth of the MKM branch network is great for the business, but even better for local communities; with each site committed to recruiting locally, boosting employment and the local economy. Though the company’s foundations have been primarily in the north-east, MKM’s branches can
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now be found as far as Chelmsford in Essex, Deal in Kent and Honiton in Devon, highlighting that the business’ national growth plan is well underway. MKM will almost certainly be establishing itself even more locations in the coming months and years. Whether you’re from the building trade or the general public, MKM strives to deliver quality service and excellent customer experience. Branch directors and staff are hand-picked, sharing a genuine passion for MKM’s products, services and vision. The branches are also involved heavily with their local communities; MKM branding can be found on numerous football kits and local sports leagues. And staff are never far from fundraising fun, with the branches having raised thousands of pounds for many charitable causes over the years.
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Choice that cannot be beaten Bringing an unrivalled offering to the table for trade and retail customers
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KM’s industry knowledge is second to none, but it couldn’t provide the level of service and choice it does without the help of its many suppliers. Another unique element to the MKM offering is the manner in which it nurtures fruitful and long-standing relationships with suppliers. Big names including Polypipe, Symphony, Ideal, Plasmor, Carlton Brick and more are among those that MKM relies on to bring the best into branch. Many of these businesses have been on board with MKM the entire 21-year history. The standards MKM management set for the customer experience start here; ensuring staff work closely and collaboratively to bring an unrivalled offering to the table for trade and retail customers. The strength of these relationships has boosted MKM’s ability and confidence to open new branches, which in turn leads to the creation of jobs and a boost to the economy, both in Hull at MKM’s central office, and at branches across the country. Suppliers respond to the MKM business model and the result is an extensive product range, frequent and exciting promotions and choice, that when coupled with first-class service, cannot be beaten.
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Inspiring interiors at MKM Showrooms and design specialists can help make your dream reality
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s well as MKM’s usual acclaimed array of services, many branches contain a team of design specialists who are ready to help customers imagine their next kitchen, bathroom or landscaping project.
Having already proved a hugely successful and popular feature for MKM’s impressively broad product portfolio, the builders’ merchant is now claiming its rightful place as a key player in the interior designs market with these excellent showrooms.
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Everything you need – at a click! MKM online at mkmbs.co.uk
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ou can also find us online! mkmbs.co.uk attracts a new type of customer while enhancing services for existing customers. Moving with the times, mkmbs.co.uk adds another channel to the MKM offering, allowing customers – both trade and DIY – to browse and buy more than 10,000 products online, 24 hours a day, seven days a week. Trade customers can apply for a credit account online. Once credit terms have been agreed, they can use the website to create online project lists, helping to accurately price their next job. Invoices and statements can be found and managed online, with payment facilities for clearing balances. For DIY retail customers, opening an account online can be done in minutes. They can then get inspiration on kitchens and bathrooms and book a design consultation with their closest branch. Content on the blog section ensures MKM can effectively
share news and features – how-to videos, design inspiration, industry news, accolades and critical health and safety legislation changes, which are of real value to customers. The number of visitors to mkmbs.co.uk has more than doubled (170 per cent increase) since the site relaunched in
2014, with stats also showing a large increase in time spent on site. Linda Clarke, Marketing and Digital Director, said: “Customers expect to be able to access the same great products from MKM, whether they are in-branch or online. We also include a library of supplier
brochures to really open our shop window. “We’re working hard to develop the site in line with digital innovations; improving the customer experience with new design, simplifying the checkout process and making the site more user-friendly on phones and tablets.”
OPEN ALL HOURS: mkmbs.co.uk allows customers to browse and buy more than 10,000 products online, 24 hours a day, seven days a week.
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Solid foundation to build on in the future MKM Building Supplies planning to double the size of the business in the next five years
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KM has grown to a 45-strong branch network over 21 years and is the largest independent merchant in the UK. We have major plans to double the size of the business over the next five years. By 2020, we will have a branch network of more than 80 branches, a turnover of £500m and we aim to produce a 10 per cent return on sales. We are also planning to improve our administration facilities, grow online, develop our marketing offering, and increase our product management and IT team in Hull. All of which will create many more jobs, giving opportunities to local people and local business. In our bid to keep ahead of the competition, it is one of our stated objectives to employ the latest advancements in technology to continually improve our customers’ experience and create the MKM “branch of the future”. Where possible, we work with local companies to help in this process. Companies such as Strawberry, C4DI, KCOM, Contrac, WMPS, Extreme Creations, G4, Sovereign, In-design, Double-Click, KCOM Stadium, Tiger Events, Init Creatives and a whole host of others, which we believe helps the local economy grow in revenue and expertise as they gear up to support us and other great Hull companies. We also buy all our trucks from North East Van and Truck in Hull, use PPH as our property consultants and Gosschalks as our lawyers.
MENTOR: Above, David Kilburn was a judge on Hull University Business Centre’s Who Wants To Be An Entrepreneur competition. Right, our latest branch in Honiton.
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MKM: A merchant’s recipe for success
Award-winning service and expertise
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n Yorkshire and beyond, the instantly recognisable proliferation of blue and yellow on MKM’s wagons and signage symbolises the Hull-based builders’ merchant’s iconic brand identity. As MKM continues to expand nationally, the business strategy for opening branches remains unchanged. Irrespective of the shape, size or location, this winning formula has been replicated up and down the country. Stepping inside one of MKM’s branches today, it is possible to observe the continually evolving kitchen, bathroom
and landscaping displays. From consultation, design to installation, the product range and service at these high-spec showrooms is just one of many ways that MKM’s 45-strong branch network stays on-trend and ahead of the curve. Regardless of branch, MKM’s customers from the building trade can also rest assured that they are receiving awardwinning customer service, exceptional product range and product knowledge. With free local delivery and excellent prices, why not pop in to your local branch for a coffee and chat with your MKM team?