EAUX visits Bang & Olufsen Colchester to find out what it is that makes their customers return time and time again
Bang and Olufsen was founded in Denmark back in 1925 by Peter Bang and Svend Olufsen with intentions of evolving the brand into an international design icon and symbol of audio-visual excellence. We think it’s fair to say that 90 years on, they have succeeded in their goals.
2015 marks the 15th anniversary for Bang & Olufsen of the Colchester, which has been providing top quality entertainment products to Colchester and the surrounding areas since 1999. The Colchester store is proud to be one of the only stores in the UK to have a BeoLiving room which showcases the very finest in B&O products combined with integrated systems such as remote control lighting, transforming the store into a true sensory experience.
Shopping with Bang & Olufsen is unlike visiting any other store. Once you step through the door you enter a B&O Play zone where you can touch, play with and experience all the luxury products available.
The Colchester team is very well established and is made up of Robert, Michael and Jonathan, plus installation specialist Leigh. Two members have been with the business since the start, and between them the, team have a combined 45 years worth of experience with the Bang & Olufsen brand. Emotion is an important part of the store, the team love to make the experience a one-to-one exclusive. ‘It’s about guiding the customer to make the right choice,’ explains Michael. ‘We like to take a relaxed approach and show potential clients our knowledge and the quality of the products. We are passionate about the brand and visitors often mention this really shines through.’
Michael and Robert place great emphasis on greeting customers on a first name basis, and the proof is in the pudding – around 80% of customers buy again within two years. The team has a great rapport with each other as well as with customers, so far as going out for dinner with them or popping in for a glass of wine to see how B&O products are enriching their customers’ lives. Michael says: ‘People trust us enough to call up, ask our advice and say “yes” over the phone.’
Buying B&O is unlike any other store on the high street; it’s about the journey. ‘Clients usually pop in to see what is new in store,’ says Michael. ‘We introduce them to our range of products and then tailor a proposal to the client’s home and specification, personalising it specially for their individual requirements. We can tailor proposals room by room and are very proud to offer a high attention to detail.’ Products are made to order in Denmark and have a waiting time of approximately 2-6 weeks, which only adds to the excitement.
A speaker is not just a speaker when you shop with B&O. The Bang & Olufsen signature style combines sleek wood, glass and aluminium, which make B&O products more like furniture, considered by many owners as the jewellery of their homes.
Bang & Olufsen specialise in multi-room and totally integrated systems that can be controlled by one handheld control. ‘We go one step further to make sure our customers are happy,’ explains Robert. ‘We had a customer who was so excited about his new television arriving that we moved everything in his room ourselves to accommodate an 85inch TV. He phoned up a few days before the scheduled installation with an infectious enthusiasm, and we worked hard to make sure he received his Television two days before the official installation date! We love going the extra mile to see the joy on customers’ faces and personal recommendation means so much to us.’
When systems are installed by product specialist Leigh, he takes time to explain and give tuition on how to use the products so that clients can understand how to achieve the optimum performance from their investment. Leigh has exceptional attention to detail and all cabling is cut to length and hidden away. Aftercare is an important part of the Bang & Olufsen experience. ‘We are quick to look after clients should they have any problems. We give our clients a phone call two days after installation to check they are getting on OK and offer a refresh of tuition to make sure they are happy, and are getting the most from their product.’
It’s all about offering a luxury experience… To find out more about Bang & Olufsen Colchester you can visit the store at 61 High Street, Colchester, Essex CO1 1DN 01206 763344