Many retailers have invested heavily in either better premises or by adding an internet web site to their business or in many cases doing both and more. Clearly, these steps are required if the retailer is to keep ahead in modern times but manufacturers need to recognise that without the commitment of their retailers, their brands would not be enjoying the exposure and brand awareness aided by these outlets. In simple terms, without the shop floor presence, product knowledge and dedication provided by so many nursery retailers, many of today's main brands of nursery products would not be where they are now.

So how is the independent nursery retailer rewarded for their investment, commitment, high standards of customer service and in many cases, brand loyalty?

• Product shortages with exceptionally long lead times that are not communicated to the retailer early enough and so leaves them to deal with dissatisfied customers and often losing the sales and customer relationship as a result. In fact, staggeringly, many suppliers and manufacturers even lay the blame with the retailer if contacted by the customer, knowing full well that the delay is down to production problems.
  
• Manufacturer owned outlets with the supplier opening up their own outlets in direct competition with their own retailers, often on the doorstep of the retailer.
• Selling online themselves, directly to the public at dramatically slashed prices using auction web sites; a practice which they had previously not condoned and had actively discouraged their retailers from doing.
• Price increases, one supplier effected three price increases in 12 months
• Poor after sales service. One manufacturer even charges for returns within the warranty period
• 'Lost' orders. I wonder how many retailers have fallen victim to the 'we don't appear to have received that order, could you send/fax/email/pigeon carrier it again, oh and there will now be a six week wait!!'
• Selective 'discounting' policies for certain retailers with no formal structure and so not creating a level playing field This is only a handful of the main issues facing so many retailers. I'm sure many more could be added to this list.

Of course, there are also some suppliers who are getting it right or at least have recognised the areas where they need to improve and are acting on them. This is largely due to the fact that they have realised the value to be gained by listening to their retailers.

Having worked in many different fields over the years, never have I encountered such a blatant lack of professionalism from suppliers. It is also important to point out that the many issues facing nursery retailers are not always unique to the independents but also the multiples too.

This industry needs to wake up, manufacturers and suppliers need to get their act together, get improved systems in place and start listening to their retailers. They need to move with the times and start to support their retailers before it's too late and the independent nursery retailer becomes an extinct species.

An independent retailer