At this year’s TGP management conference, some of our customers were invited along to talk about their experience with TGP. Mr Basil Larkins from Burgess Hill Bowls Club was one of them.
We got in touch with Mr Larkins afterwards who kindly agreed to answer a few questions for the Editorial Team. Behind every account, there is a customer. And no matter how large or small the customer is, are having an effect on people’s lives. In this particular instance, offering members the opportunity to play bowls, socialise and retain an active lifestyle.
Mr Larkins and his wife joined the club in 2002 looking for a casual, joint activity in their retirement. Within a few years they were playing competitively, and had both taken on Committee roles – Mr Larkins even served as Club Chairman for 6 years. Mr Larkins’ current role is Honorary Treasurer. He told us that ensuring there is enough surplus money is key, as major projects and new equipment can be expensive. For example, a new lawn mower will cost £10,000.
We asked Mr Larkins to tell us a bit about the club;
“Burgess Hill Bowls Club was founded in 1902 although it’s fairly certain that bowls was played in the town before that time as we have some photographs from the 1890s. The Club is a not-for-profit Sports Club owned by its members through Trustees. We have about 140 playing members and another 80 social members, many of whom are family to playing members. The image of Bowls is a sport for older people and we fit that stereotype with most of our members in their 60s and 70s with a few in their 40s and 80s. Two thirds of our members are male and one third female”
The club has a good number of members, they play at many different levels, from friendly matches with local clubs, to competitive County and National leagues and competitions. The club play over 200 matches during the ‘season’ (April to September), and whilst the teams from friendly fixtures are selected based of availability more than anything else, their competitive teams have won the Mid Sussex League and the John Spriggs League (x2) since 2015.
Being a not-for-profit sports club, they rely on their members volunteering their time to help with the running of the club. They have a team of trained Greenkeepers, along with a Bar Manager and a group of other members that run the social side, amongst a whole collection of roles that keep the club running smoothly.
For those with an interest in taking up bowls, Mr Larkins told us that learning the basics of the game is easy.
“You just have to roll a big black thing (a bowl) down the other end of the green and get it close to a little white thing ( the Jack). This simple situation is complicated by the fact that grass never runs exactly true and the bowls have a bias which makes them turn. Working out the pace and direction of the delivery is harder than it first seems.”
Being a keen golfer, Mr Larkins likens it to a long distance putt, with a gentle bank on one side or other of the target. Mr Larkins confesses that he isn’t at the standard of the clubs top players, but has represented the club in league and cup matches, and has also made the Honours board after winning a Club Competition. If you fancy a bit of bowls, Mr Larkins tells us that the club runs free weekly courses during the summer to show potential new member how to play the game.
When we asked Mr Larkin what feedback he’s like us to takeaway, he suggested undertaking market segmentation, and offer specific products for specific markets.
“As a Sports Club we don't fit easily into the categories used by suppliers. We are usually regarded as small companies which we are not. This leads to difficulties when setting up contracts. There are thousands of not-for-profit Clubs in the Country and if one supplier devised a product aimed just at us or even badged one to appeal to Clubs then in my opinion that company would obtain more business”
Mr Larkins offers that some banks do this for their products, which has resulted in clubs moving their banking arrangements. The above feedback will have been taken away by the SMT, and will be looking at this further.
The above really shows that although Burgess Hill Bowls Club is one relatively small customer, there is so much more going on beneath the surface. If we provide this one customer with an excellent service, the committee members are likely to hear about this through the regular meetings. As a lot of the members volunteer elsewhere, the good news story can easily flow into the different organisations, and can organically create new business opportunities. Baring this in mind will only help TGPs goal of becoming THE trusted energy supplier.
