RIVERSIDE GARDENS: DELIGHTING CUSTOMERS FOR 40 YEARS

Riverside Gardens: a family business delighting customers for 40 years

By Rosalie Smith

This year Riverside Gardens, Shepparton, celebrates its 40th anniversary in business. Having been a member of the NGIV from the get-go, Groundswell wanted to catch up with the owners to learn more about the nursery, the role it plays in the community, the team, and the key to its longevity and success.

The Smith family history with Riverside Gardens began back in 1982, when Moira and Bob Smith purchased the original nursery on the banks of the Broken River.

‘We loved the big claret ash trees scattered throughout which gave the nursery a real character of its own,’ said Bob.

Moira and Bob’s sons, Larry, Murray and Rodney, all joined the family business and are at the helm today, growing the business.

As have so many horticultural businesses, they’ve had to navigate their way through more than their fair share of challenges – from fires and droughts to restricted trading and economic recessions.

The 1993 floods were devastating for the nursery. It was the generosity and support of their staff, customers, friends and suppliers within the industry that made the Smiths want to keep going and bring the nursery back better than ever. The floods became a catalyst for change.

In 1996, the nursery relocated to Emerald Bank, the current site. It was a gamble; without any neighbouring businesses, the new site wasn’t a customer destination. That’s all changed now, they’ve been joined by a number of other businesses and Emerald Bank has attracted more visitors than they could have imagined. The gamble has paid off! With the relocation, the family seized the opportunity to reimagine their product offering and nursery layout, adding a mini golf course that took players through their stunning display gardens. In 2008, 2009 and 2010, they were rewarded by winning the Best Medium Garden Centre of Victoria three times in a row.

These days, while plants remain the central draw card and passion of the business, the nursery has expanded its offering into a garden centre, selling giftware, home décor, garden décor, clothing and furniture. Utilising the latest technology and an outstanding network of quality growers and specialised plant transport companies, plants are sourced from all over the eastern states rather than weekly dashes to Melbourne to try and find stock.

Riverside Gardens is very much a family business and enjoys the stability and strength that brings. Four of the core team are family members with the rest being long-term employees. They are all on the same page and working towards a common goal. Most of the team are qualified horticulturists, but their true expertise is their ability to connect with people, listening to and interpreting what they are looking for.

The business plays an integral role in the local community, outside of the usual garden centre offering of supplying quality plants, products and horticultural advice.

‘Our staff regularly speak at the various surrounding regional garden clubs. We also offer a place where friends and families come together to enjoy the outdoors, picnics, wedding ceremonies, family gatherings and fun and entertainment. We also support the community through school excursions, community events, sponsorship of sports clubs, community interest groups, and fundraisers.

‘We are more than just a garden centre. With our mini golf course, set among just over two hectares (five acres) of display gardens, we play our part in drawing visitors to the Goulburn Valley to spend time and money within the local community,’ explained Larry.

And word has certainly got out! Some of their regular customers drive as much as an hour to visit them, with their effort repaid through expert advice, outstanding stock range and an overall enjoyable day out.

Being a regional garden centre is not without its difficulties. A lack of immediate access to the supplier market and freight can mean that a busy midweek results in getting caught short of stock leading into a busy weekend, without an option to react quickly. The family has learnt to adapt to this inconvenience and are rarely caught out these days.

With decades of experience behind them, what advice would the owners give to other garden centres hoping to enjoy the same level of longevity and success?

‘Keep your eyes and ears open. You can always learn from what your peers are offering. Don’t be afraid to look outside of our industry as well.

‘Know your customers, listen to their concerns and needs. Know your product, your offering and what it is really worth –don’t undersell it. Keep adapting, embrace change and make the most of what works for you,’ says Larry.

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With 40 years of NGIV membership under its belt, the management team at Riverside Gardens values the advocacy efforts of the state association and the regular industry updates that keep them informed. They encourage more retailers to consider NGIV membership and NGIV, in turn, to deliver even more for their retail members.

‘It’s such a great industry to be part of. Working in the fresh air, growing things, creating beautiful environments to live in and helping people do the same. To drive past a customer’s garden a few years later and to see it coming into fruition and still being cared for is a great buzz,’ says Larry.

And what of the future of our industry? Larry’s convinced that it is in the ideal position to promote itself as a leader in the mitigation of climate change and the re-greening of our environment.

‘Together, as a united industry, we have a unique offering. We are the ultimate feel-good industry. Not only good for people’s surrounding aesthetics, their health and wellbeing, but as a leader in helping save their environment.’

With the right team, quality stock, and a unique customer experience, alongside a strong sense of identity as to who they are and their community standing, we have no doubt that in another 40 years the team at Riverside Gardens will still be delighting the Shepparton community and their many out-of-town visitors.