Retailer Spotlight: How Better Mobility is going the extra mile
Better Mobility recently celebrated its 20-year anniversary. Elizabeth Wynn, Sales Manager at Better Mobility, tells THIIS why the retailer is still going strong after all these years…
Based in Chesham, Buckinghamshire, Better Mobility was established by Lee and Jeanette Warner in 2003 after a few years of being on the other side of things and trying to source mobility equipment for their son.
The couple wanted to open a business which would meet what they felt was missing – customer service which goes the extra mile.
Better Mobility provides an extensive range of mobility aids but specialises in advanced power chairs and active wheelchairs. Customers can try products out for themselves in the retailer’s assessment centre, which is currently being refurbished. It will be expanded in size and re-fitted, enabling more customers to come and visit and have more space for product testing.
Now celebrating its 20-year anniversary, Elizabeth Wynn, Sales Manager at Better Mobility, says that they key to the business’s longevity is its excellent customer service, particularly over the last few years with the COVID-19 pandemic.
Elizabeth sates: “We have been in business so long because of our mentality and the way we approach things. We as a business are a ‘yes’ company. It is not often, if at all, that we say otherwise!
“We are out-of-the-box thinkers and always strive to go the extra mile. We understand the frustrations customers face with answers of ‘no’ or ‘that’s not possible’ and we try to overcome these barriers through years of experience and expertise.
“Not only to provide our customers the chair or equipment they need but also listen to their wants, to make it their chair, whether that be personalised spoke guards, colouring, one-off adaptations, or anything else requested!”
20-year milestone
Better Mobility celebrated its 20-year anniversary with a gathering of staff and suppliers at its assessment centre.
Says Elizabeth: “After the directors arranged a meal for all of our staff to commemorate the occasion where we had a toast to all of our staff for how grateful we are to them for their continuous hard work.”
Elizabeth has been working at Better Mobility for almost 10 years. Her role is to oversee the sales at Better Mobility, ensuring that staff have the means and solutions to provide high levels of customer service.
She continues: “I was originally introduced to the difficulties that are faced by people with disabilities when my brother was born with cerebral palsy. This is what inspired me to get involved in mobility to see what I could do to be a part of helping people overcome the challenges they faced with equipment.”
The Better Mobility team also consists of office staff, engineers, seating specialists and various departments such as HR which help keep everything running smoothly on a daily basis. “We consider ourselves not just a team, but a family,” says Elizabeth
Its customer demographic stretches across the south of England, although the Better Mobility team is also happy to help with queries over the phone.
Says Elizabeth: “Unless a customer insists, we do tend to avoid sales further away, as we then may not be able to offer the same after service level we pride ourselves in – we like to see to clients as promptly as possible and increasing this radius would likely mean a delay to that client’s after sales service, so we would usually recommend a more local dealer or a supplier to help with the next point of contact!”
Spreading the word
The business prides itself in needing little to no marketing as customers often get referred through word of mouth, when other customers share their experience.
Says Elizabeth: “Our website is very important to our staff and customers as an information source, however we do not see it as highly important for e-commerce as the majority of our products require a specialist.”
Repairs and servicing of its wheelchairs are carried out by Better Mobility’s five trained technicians, some of whom are based at its premises and some out on the road to suit the needs of the client.
The retailer stocks a range of different products to increase the number of choices for clientele, and Elizabeth states that they enjoy working with all of their suppliers.
Every individual’s requirements are different but Elizabeth states that Permobil’s Tilite TR impresses, even if it isn’t a new product. “It is a strong, made-to-measure dual tube titanium framed wheelchair that is also lightweight.”
As with many businesses at the moment, the retailer struggles with delays and keeping costs down as its own costs have risen considerably with customs, shipping and postage,
Elizabeth explains, but the future for the business is positive. “Better Mobility plans to continue growing both its showroom and staff, while striving to keep concentrating on offering a great customer service.”
