Conversation with… Al Bruce, Founder of Olive & Barr
In this interview, Al Bruce, Founder of Olive & Barr, reflects on his journey from a passion for design to creating timeless Shaker kitchens.
He shares insights into why retail offers a rewarding career and the importance of craftsmanship and customer focus in building a successful business.
Please tell us about your background and how you got into your line of work. What attracted you to this field?
I began my career over 25 years ago, studying to be a cabinet maker at college. However, my passion for furniture and design started much earlier, even as a child. From rearranging my room to building and crafting my own furniture as a young adult, I discovered a deep love for cabinetry that led me into the kitchen industry early in my career. The furniture craft course I studied as a teenager taught me traditional methods of craftsmanship. I started by building my own toolbox and eventually progressed to crafting furniture I could enjoy for years, like the much-loved Windsor chair.
After working in the kitchen industry for several years, I noticed a gap in the market for British-made kitchens that offer both quality and value. At Olive & Barr, we pride ourselves on using excellent materials and upholding the highest standards of craftsmanship. Every detail matters, whether it’s our bespoke kitchens, joinery quality, or the service provided by our friendly and helpful team.
Having established a brand specialising in high-quality, traditional Shaker kitchens, we are proud to have completed thousands of projects across the UK and beyond. Our positive customer reviews and consistent year-on-year growth demonstrate the demand for our unique approach.
What does your business focus on, and how has it evolved since its inception?
We specialise in timeless Shaker kitchens, with a focus on delivering a seamless customer experience. In recent years, we’ve introduced modern variations of the classic Shaker design, such as linear slab-style cabinet fronts and a wood range. This allows customers to explore not just painted cabinets but also different wood tones. We’re also working on exciting new designs, which we plan to announce at the beginning of the year.
Our commitment to our customers sets us apart. Selling a kitchen is the easy part, but ensuring a smooth journey for the customer is where many brands falter. The kitchen is often one of the last major elements in a homeowner’s renovation process, which can be stressful. Our mantra, ‘Every customer should feel like the only customer,’ reflects our dedication to meeting deadlines and managing challenges along the way.
We’ve invested heavily in our operational team to ensure we’re always the friendly voice at the end of the phone, ready to go the extra mile.
What does a typical day look like for you?
I’m always looking for ways to move the business forward, whether that’s expansion planning, developing new cabinetry ideas, collaborating with the design team on client projects, or answering customer queries. No two days are the same, and I enjoy staying involved in all aspects of the business.
With team members spread across the UK, I travel frequently. I prioritise open communication and ensure I have one-to-one time with each team member at least once a fortnight.
What are some of the biggest challenges you face in your role? How do you handle difficult situations with customers or within the team?
Managing customer expectations during renovations is one of the biggest challenges. Renovating can be a stressful process, and our goal is to ease that stage for our customers. We focus on listening to their needs, adding a personal touch, and resolving any issues that arise.
Another challenge is ensuring that our staff feel heard and valued. We regularly discuss both challenges and successes as a team to ensure we’re working cohesively, even with staff located across various showrooms.
Recruitment is also a crucial area. Finding the right hires who align with our skills and team dynamics is vital, and while it hasn’t always been easy, it’s a priority as we continue to grow.
What aspects of your job bring you the most joy and fulfilment? Are there any particular moments or experiences that stand out?
Seeing the team’s designs come to life is my favourite part of the job. Helping customers achieve their dream kitchen is at the heart of what we do. It’s incredibly rewarding when customers are happy and we also receive positive feedback from our operations team and installers.
What have you learnt from working in retail that you didn’t expect when you started?
Having a strong idea or concept doesn’t guarantee that customers will immediately understand or embrace it. Even if you believe in your product, it takes time and effort to communicate its value effectively.
Buying a kitchen is one of the biggest expenses for most people, making it a highly considered purchase. That’s one reason we recently opened our flagship showroom, The Barn. It features immersive kitchen setups where customers can step into designs as if they were in their own home. We’ve catered to different styles and showcased creative elements to inspire visitors in their own kitchen designs.
