From its roots as a tile trade counter to its expansion into a retail destination for the home, Roccia has been on quite a journey over the past 30 years – MD Zabir Patel reveals what makes a successful retail business and how the people in his team are key.
Q: Roccia is celebrating its 30th anniversary – in what key ways has the business evolved over this period of time?
A: Roccia has grown and changed so much over the last 30 years. We started as a small family-run retail and trade counter, and now we have purpose-built showrooms, including our Preston store, which has become a true destination for home improvement. It’s no longer just about tiles – we’ve expanded into bathrooms and kitchens, offering everything from basic to luxury brands, some of which are award-winning.
What makes us proudest, though, is how our team has evolved. We began with just family and close friends, and today we’re a diverse and talented group representing many backgrounds and skills. On top of that, we’ve invested in new systems like our revamped website, distribution centre, and CRM to support this growth. Every step of the way, we’ve worked hard to earn recognition and awards, which are a testament to our journey so far.
Q: Do you think the KBB industry itself has changed?
A: Yes, it has, though the changes have been gradual. Technology has advanced, with appliances becoming more energy-efficient, and we’re seeing demand for larger-format tiles and products focused on wellbeing. People’s lifestyles have also shifted, and there’s a greater focus on bespoke solutions that make homes more personal.
Q: What do you think are the key ingredients to a successful retail business?
A: Success always starts with people. A strong, passionate team is essential because they’re the ones who deliver the best service to customers. Despite the rise of online shopping and new technology, customers still value human connection. They want to feel understood and supported. That’s why expertise, customer service, and emotional intelligence are so important. It’s not just about selling products; it’s about creating trust and building relationships that make people feel cared for and valued.
Q: What makes a great showroom?
A: A great showroom is more than a shop – it’s an experience. It should be a place where customers feel inspired and comfortable, where they can explore ideas and have meaningful conversations. It’s also about offering convenience, with multiple products in one location and excellent service. The space needs to stay fresh and reflect current trends, but it should also be warm and welcoming, no matter who the customer is. Small things, like having good parking, can make a big difference too.
Q: What would you say are the biggest challenges the business has had to overcome over the last 3 decades?
A: We’ve had some tough times. Breaking into new markets was challenging, but external factors like recessions, Brexit, and Covid-19 have tested us even more. Rising costs have also put pressure on the business, but we’ve managed to adapt. Finding the right people has been one of the most important, yet challenging, parts of our journey. We’ve always wanted team members who share our values and vision, and that takes time. On a personal level, losing loved ones over the years has been incredibly difficult – it’s a reminder that behind every business are real people, each with their own struggles.
Q: What have you been doing as a company to celebrate the 30-year milestone?
A: Celebrating this milestone has been very special for us. We’ve introduced new products, launched a fresh website, and held events with incredible guests like Tony Bellew and the Mayor of Preston. We’ve also created limited-edition gifts and taken time to reflect on our achievements, both online and with our team. Most importantly, we’ve celebrated the people who’ve made it all possible – our staff and customers. They’re the heart of Roccia, and this milestone is as much theirs as it is ours.
Q: What key piece of advice would you pass on to someone starting up a KBB retail business now?
A: Starting out isn’t easy, so it’s important to focus on getting the basics right. Your showroom needs to stand out and offer something unique, as competition is fierce. For kitchens, the challenge is often about ensuring installations are flawless, while bathrooms face tough competition online. Above all, surround yourself with the right people. Building a business takes vision, creativity, and investment, but it also takes a team that shares your passion and values. With the right people by your side, you can overcome any challenge.
