Paul and Pinda Cheema lead the way in convenience retailing, making full use of technology to ensure that their award-winning Costcutter and new Kwiksave store are easy to navigate, fully stocked and meet each customer’s every need.

What is the biggest change you’ve made in your store this year?

shop layout
Paul and Pinda Cheema
Malcoms store (Costcutter), Tile Hill, Coventry

We’ve just opened our second store – a Kwiksave in Birmingham – and have been listening to what our shoppers want in this and our Costcutter. We did customer questionnaires and have just implemented an HIM shopper survey terminal in the Kwiksave. We’ll have that in our other stores from the New Year.

What’s the most important retailing lesson you’ve ever learned?

Learn from your mistakes. Mine have been with staffing, which can be hard to get right. You get better with practice.

Which retailers have inspired you this year?

My parents. They continue to pass down an ethos that encourages us to work hard and treat our staff well.

How would your staff describe you and your working style?

Hands on. I think they would all say that this is a family working environment. People who work here are not staff members, they are part of our team – we like to share our success.

What’s next for your business?

Having just opened the Kwiksave, we’re also about to open a forecourt this month, which will be rebranded to Malcolm’s Costcutter in January.

What advice do you have for RN readers on shop layout?

Use your EPoS data to the max, speak to other retailers and don’t be shy to ask for outside help. We’re using a postcode demographic in our new Birmingham store to work out the layout and we’ll do the same thing in the forecourt store.