In the last of the series introducing this year’s nominees for the Retail Employee of the Year in the The Excellence in Housewares Awards 2022, the management team at Borough Kitchen explain why Adam Towell from the Chiswick branch is a superstar of the shopfloor:
“Adam Towell is an integral member of our team. He’s worked at our Chiswick location since it opened, just over six years ago, and recently accepted a promotion to assistant manager. We are thrilled to have given him a title that reflects how he’s unofficially been the righthand man to Lisa, the store manager, since he started. His role doesn’t just mean a lot for Borough Kitchen, but the larger Chiswick community, where he is often recognised by name because of how he makes anybody who walks through our doors feel welcome.
His thorough knowledge of our products, guided by his culinary training and passion, results in incredible in-store customer service and sales. His approach is attentive, always listening to customers’ needs and never suggesting items unrelated to what they are looking for, whether it’s a high-quality knife with a more affordable price point or something that will ensure foolproof profiteroles. He has sold pretty much every object in the store at some point, especially Big Green Egg barbecues, guiding customers on how to use and care for them, how to use the accessories, and other post-sale assistance. His memory for small details on why a product is great and the changing costs of products never fails to impress his colleagues.
As one of the younger members of staff, he is always helping his older colleagues understand new technology and cultural shifts, to the point where they have now become more adept at it than he is! Which is just another reason he is so valued—he wants others to succeed and cares about teamwork above all. New starters look towards him as a mentor; he is patient, always willing to answer questions and provide emotional support.
There have been many nights where Adam has stayed late to help with unforeseen issues and resolve them, from leaving his house after 10pm to help a new Cook School Assistant with the alarms, to opening early for various trades people. Always calm and unflappable, able to handle difficult situations with competence. He is always willing to help, assuring whoever he is with that it is no burden.
It is our honour to nominate Adam once again.”
Top: Borough Kitchen’s Adam Towell, assistant manager in the Chiswick branch.