Q&A: Neil Graham
23 October 2020
Continuing this new series, today’s Q&A is with Neil Graham, the managing director of The Hireman, a family business established 35 years ago by his parents, Bruce and Jean. Operating from three large depots in Canning Town, Wembley and Croydon, the company largely serves professional contractors throughout London and the Home Counties - and a bit beyond.
How’s business?
When we were forecasting in April, I wouldn’t have believed the strength of the recovery we’ve experienced. We’re only a few percent off where we were this time last year and it’s still improving. There are challenges, of course, particularly around health and safety, but we’re very fortunate to operate in an industry that has been protected and prioritised.
What is your standout Covid-19 related memory or experience?
I’ll never forget the decisions we had to make in the last week of March. Initially, it wasn’t clear whether we could, or should, keep our depots open. Our people were concerned for their health and that of their loved ones and we had to strike a balance between safeguarding them and remaining open. Many customers were forced to close sites, particularly in central London, and we were being asked to collect equipment and suspend hire charges. It was a tough and surreal week. And to cap it all, the supermarkets had run out of toilet roll!
What legal or regulatory change would help your business or industry generally?
Streamlining the bureaucracy of TfL’s [Transport for London] FORS accreditation.
If I gave you £5,000 to invest in your business, how would you spend it?
I would use it to say thank you to our fantastic people, who have worked tirelessly throughout this period. We buy everyone a gift for Christmas (either a turkey or a seasonal hamper) and I would use this money to go a step further and be even more generous.
What about £50,000?
As above, and then I would invest the remaining £45,000 in a small fleet of our most popular cross-hire item, which currently would be self-propelled scissor lifts.
Who or what inspires you?
The idea that we can improve the lives of our people – with opportunities for training and advancement – and of our customers, by going out of our way to help. The resulting growth and financial return allow us to do more of that, which is extremely gratifying.
What annoys/frustrates you?
People who waste a good opportunity.
What’s the best piece of advice you’ve ever been given?
My dad taught me from a young age that everything we do should enhance the customer relationship. Don’t take them for granted, say “yes”, solve problems, and never discuss yours. To scale this, you have to employ people with a genuine desire to help, look after them, and give them the power to deliver that service.
What new skill would you like to learn?
I love to cook and recently bought a smoker to learn the art of slow cooking. A 12-hour beef brisket is my next project…
How do you relax after a hard day?
Bath and bedtime stories with my children always helps me to forget a hard day. The relaxing part happens when they’re asleep and my wife and I get some peace and quiet!
What was your favourite school subject?
Geography.
If things had been different, what other career might you have chosen?
I have always been into design and buildings, so maybe an architect or engineer. But I also love the variety and challenge of running and growing a business.
Do you follow a particular sport and/or team?
I enjoy most sports, but Arsenal and the England rugby team are my two passions.
What is the biggest challenge facing your business or the wider industry?
Finding warehouses with good yard space, particularly in London, is always a challenge.
And what’s the biggest opportunity?
Our next ‘super’ depot. Watch this space.
What’s the secret of success?
Never giving up. It’s about turning up consistently, learning from your mistakes, and then doing it better next time.
Finally, is there anything you would like to add about the business, the current trading outlook or future plans?
This pandemic has required us to reflect on and analyse our business more closely than we normally would have been able to. And we couldn’t have done that as effectively without the talented management team we’ve assembled in recent years. There’s no denying that this period frayed some nerves and tested tempers, but it also brought us closer together and sparked our creativity. So, I’m looking forward to the future. We’ve grown The Hireman substantially in the last ten years and I’m excited by what we will achieve in the next ten.
Look out for another Q&A with an industry professional here next Friday!
