Building pride, inclusion, and trust: Insights from Andy Bass at Murray Uniforms
Welcome back to the final chapter of our interview series with Andy Bass, Business Development & ESG Director at Murray Uniforms. In this chapter, we delve into how Murray Uniforms builds pride, inclusion, and trust through their uniform designs, and explore the crucial role these values play in both employee satisfaction and customer loyalty.
If you missed the previous chapters, you can catch up here: Chapter 1, Chapter 2.
Chapter 3: Pride, inclusion and building trust
Uniforms often embody a sense of pride and inclusion. How does Murray Uniforms build these values in its designs?
We design uniforms that not only reflect the brand’s identity but also make employees feel proud and confident. Our research shows that employees reported increased happiness when wearing well-designed uniforms, and happy employees are 12% more productive according to Warwick University. For instance, our work with Southern Co-op included subtle design elements that told the company’s heritage story, which significantly boosted employee engagement and pride.
How do uniforms contribute to a company’s brand and customer experience?
Well-designed uniforms serve as a powerful brand statement and enhance the customer experience by ensuring employees look professional and cohesive. This consistency helps reinforce the brand’s values and creates a positive impression on customers.
You mentioned earlier about research and statistics on how employees feel when wearing smart uniforms. Can you share more details about that?
Absolutely. We commissioned a global first research study with Coventry University to explore the impact of uniforms on employees. The results were striking: 70.5% of respondents said uniforms influenced their decision to join a company, and 70.9% said uniforms influenced their decision to stay.
Trust is a key message for Murray Uniforms. How do you ensure trust through quality and service?
Trust builds long-standing customer relationships. Our clients know they can rely on us for high-quality uniforms that enhance their brand and provide value for money. This trust leads to loyalty and repeat business, which is essential in our industry. And trust is built through rigorous quality assurance practices and exceptional customer service. We conduct independent lab tests to ensure our fabrics meet high standards for colourfastness and durability. Our returns rate is incredibly low, between 0.03% and 0.05%, which reflects our commitment to quality.
How does your heritage and experience play into building this trust?
Our heritage and extensive experience are fundamental to building trust with our clients. Having been in the business for over a century, we deeply understand the needs of our clients. This long-standing history means we have honed our skills and knowledge, allowing us to choose the best materials that will fit well and last long. Our family history and commitment to quality shine through in our partnerships, ensuring that we develop products that truly meet the specific needs of each client. We see ourselves as partners rather than just suppliers, and this approach fosters strong, lasting relationships.
A crucial part of maintaining this trust is our rigorous approach to quality assurance. We conduct independent lab tests to ensure our fabrics meet high standards for colourfastness and durability. For example, while many companies might settle for a colourfastness level of 4, we insist on a level of 4.5 to 5, which is the highest standard. This meticulous attention to detail ensures that our garments maintain their appearance and performance over time, providing real value to our clients. Additionally, our returns rate is incredibly low, between 0.03% and 0.05%, which further demonstrates our commitment to quality.
What future goals or plans do you have under your leadership?
Our focus remains on innovation, sustainability, and maintaining the high standards that our customers trust. We aim to enhance our recycling programs and continue developing cutting-edge fabric technologies. Additionally, we’re looking to expand our market reach while staying true to our heritage and values.
Thank you so much for your time today, Andy. It’s been a pleasure talking to you.
[FREE EVENT] Last chance! Register for Murray Uniforms upcoming event “High Trust Organisations: Recipe for Success” to learn more about building trust in your organisation.
