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Original poster

To wonder what WH Smith's secret is...

311 replies

HeadsDownThumbsUpEveryone · 11/10/2018 09:24

So news this morning suggests that WH Smith are struggling again and have reported losses and a plan to overhaul their stores. As part of this review they have announced they are closing 6 of their stores (they still have 610 stores on the high street and 839 travel outlets in airports, train stations etc).

Am I the only one amazed that they are only closing 6 stores. I cannot think of a single thing they sell that cannot be purchased elsewhere for less. Whilst it is horrible news for those employed at these stores, how on earth are they still operating? Other than merging some post offices into some of their stores what key service do they provide to make them such a viable business? What is the secret to their survival when so many bigger stores have disappeared?

OP posts:
Becca19962014 · 11/10/2018 11:02

The magazines in ours really went downhill when the post office turned up, they sell very few now.

Once I was in there and the manager was arguing with a rep about what they were selling - it was really eye opening, firstly that they'd do that on the shop floor but secondly how bullying the rep (I assume they were a rep of some kind) was about what was to be sold/decor. I live in Wales and it was years ago around the time England were doing well in a sport (I forget which) and the rep was demanding they changed the decor to English flags and got books etc in about England. The manager was repeatedly saying "no we're in Wales it's a mistake" but the rep just replied with how everyone was behind England, this is England. They refused to get their heads around actually living where I do the chances are if England are playing anyone at anything then people are far more likely to support whoever they are playing against.

The manager gave in. It went on for ages the rep wasn't going to leave without getting what they came for.

During the first week of the changes they got a brick through the window and many, many complaints, including in the local paper for being prejudiced (yes it can get that silly).

Had the stupid woman listened they'd have saved themselves a huge amount of bother and still and customers - lots of people boycotted them for that (again, yes I know it's silly!).

beeefcake · 11/10/2018 11:06

They are a pointless shop now, and overpriced. I only go there now to go to the post office which has been relocated to the back of their store.

Becca19962014 · 11/10/2018 11:06

Most shocking of all? They're still open!!

Mia1415 · 11/10/2018 11:08

I love browsing and shopping in WH Smiths. I use it because it's convenient. If I want to go to a cheaper shop, it will cost me more in petrol and parking.

WeBuiltThisBuffetOnSausageRoll · 11/10/2018 11:08

I was going to mention the Twitter account dedicated to their carpets, but I was beaten to it!

Are any MNers in mid-Wales able to confirm whether the WHS museum is still there upstairs in the Newtown store? I went there ages ago and thought it was a really fascinating idea and very well executed. I understand that they made huge changes across the country a long time ago, to modernise all of their stores, but decided it would be nice to keep one store broadly unchanged for historical interest.

I do I hope that they've kept it, but I have a horrible idea that they may have replaced it with more sales-area - or maybe even subletting the upstairs to a local carpet company? Sad Grin

Clavinova · 11/10/2018 11:10

For years WHS has been in a precipitous decline

No, they're not! They had a turn around within the last 5-10 years. Their high street business is doing 'ok' now.

IKeepFlouncing · 11/10/2018 11:12

Angelil nooooo don’t encourage this buying offers at the til.

Do you notice their face light up when you say yes? I believe the pushing of this made staff miserable. I just want blinking till area clutter free, especially when you wrestling with small child and shopping.

Arh for all those that like poundshop I’m not a fan, PP mentioned about wiping feet on way out of their WHSmiths that’s like our pound shop, which lot of stuff is deceiving 6bags of crisps only have 5 in so not really value or everything in smaller sizes.

I prefer home bargains or Wilkinson’s but I am that customer who lets high street down as live in back end of now where so do more online shopping, still with main high street stores that offer free p&p.

Superdrug’s is another I wonder about, don’t know how they surviving as DD orders a lot off them, they give members free p&p I told her off once for ordering something that was stupid price that it cost them more in p&p than product sent.

FishesaPlenty · 11/10/2018 11:12

I've just had a look at their accounts. Sales are up by £28m on last year and trading profits are up by £5m, so they're hardly 'struggling'.

Sales (and profits) are slightly down in their High Street stores but up by more than that in their 'Travel' stores.

Original poster
HeadsDownThumbsUpEveryone · 11/10/2018 11:13

Their high street business is doing 'ok' now

From all I have seen on the issue this is categorically not true. The high street shops have been losing money for years it is only the travel shops in airports, hospitals and train stations etc that actually make any profit.

OP posts:
hannnnnnnxo · 11/10/2018 11:13

Well this is probably the first phase of their plan that they want to publicly announce at this time - they definitely have other plans to overhaul their stores in the pipeline. The 6 stores are probably their worst performing so it makes sense to close them sooner.

I was in a WHSmiths store recently on a Sunday and the woman serving me was really happy because my transaction made them hit their daily target. Their daily target was something tiny like £200 and I was like just shocked at how low it was.

DonDrapersOldFashioned · 11/10/2018 11:15

My local one is also a ramshackle mess but there are always huge queues in there, lots of older people.

The most frustrating thing about my local branch (which is also very rundown) is the bloody self service tills. They are temperamental divas and consequently no one ever uses them, despite over 50% of the checkout area floor space being given over to them. There are always huge queues in my local one though, mainly older people. I think it is still a trusted high street brand and so people shop there feeling like they can rely on it. Plus, not everyone wants to (or is able to) shop online.

I think it’s like Boots in that respect. Most of the products in Boots are not exclusive and are widely available can often be bought cheaper elsewhere, especially online but for some reason (I suspect that is Advantage card loyalty) people are very loyal to Boots. Again, my local city store is always very busy and there are similar alternatives (Savers, Superdrug etc) very close by.

lifechangesforever · 11/10/2018 11:16

I'd close all high street ones and just had the airports and possibly train stations. It's a waste of space at my local retail park.

Original poster
HeadsDownThumbsUpEveryone · 11/10/2018 11:16

the woman serving me was really happy because my transaction made them hit their daily target.

I think that tells you all you need to know about how poorly their high street stores are doing. The poor women was so happy to meet the target she actually told you they had reached it. The fact the target was something measly like £200 is also pretty depressing.

OP posts:
mastertomsmum · 11/10/2018 11:18

Regarding Amazon - I note that the majority of Helix geometry sets cost more on Amazon than at Smiths and those that don't are the same cost. Plus if one isn't a Prime customer, isn't there a delivery charge? And doesn't one pay for Prime membership?

That said - Mr J Sains et al have lots of cheap unbranded geometry sets and spare rulers.

Becca19962014 · 11/10/2018 11:19

webuilt yes it's still there- I've not been for awhile personally but I know someone who has.

IKeepFlouncing · 11/10/2018 11:20

Btw my nearest town which is small just recently see M&S close. I always buying stuff when going over their.

Which is even less as it has 21 charity shops inbetween various coffee shops which I don’t use. Thankful Greggs still trading Smile

LOVELYDOVEY05 · 11/10/2018 11:23

They have shops in all the main rail stations and airports . Also the Post Office has moved into some of their stores as well. If people are in their getting stamps etc then they may be attracted to buy other goods too. A smart move

IKeepFlouncing · 11/10/2018 11:23

Yes master you pay for prime thank you as you just reminded me to cancel it now, 6 months later after free trial! I not used it

WeBuiltThisBuffetOnSausageRoll · 11/10/2018 11:23

Why don't chocolate shops around the country try to beat them at their own game?

"Great choice you've made there, Madam/Sir - those ones are really delicious and very popular. Oh, and while you're here, can I also interest you in a 5p-off copy of the People's Friend/Beano/Readers' Digest/Horse & Hound/Razzle?"

JacquesHammer · 11/10/2018 11:24

I have never been anywhere that seems to have so many damaged new books as branches of WH Smiths

rightreckoner · 11/10/2018 11:27

They've destroyed their own brand. It used to be a place you went every Saturday to buy books and school stuff. And although it's true you can get all that stuff on Amazon now, you would always spend more in WH Smith than you needed to because you could browse and pick up some unnecessary multicoloured highlighters and a few gift cards.

But now the shops are horrible. Massive queues at the airport ones and everything is three times the price it would be in Sainsburys. Really poor selection - especially on books. And really they are just flogging junk food now.

I am old enough to remember the outcry when they started selling children's pencil cases with the playboy logo on them. I wrote to complain to the CEO (a woman) and got a brush-off reply. I have never looked at them in the same light since. They can go, quite honestly. Although sad for the people who work there.

Frogletmamma · 11/10/2018 11:29

And why do they always offer you something overpriced to go with your purchase?

SimplySteve · 11/10/2018 11:33

They like to put branches into hospitals (foyer normally) and then charge ridiculous prices. I was at my local hospital earlier this week, a 500ml bottle of water was £1.49, a 500ml bottle of Diet Coke £1.99 (Buy 2 for £3), a Mars bar 74p. Absolutely ridiculous. That's abominable raising your prices like that purely because the store is in the main foyer, and everyone has to check in on s terminal which, yep you've guessed it, is in the main foyer. They are always very busy too.

MaybeDoctor · 11/10/2018 11:35

My understanding was that, historically, the right to sell newspapers at mainline train stations was granted to either John Menzies or WHS, depending on the station and the operator. Think it might have been an exclusive right, so no competition?

Wikipedia tells me that Menzies sold out that side of their operation to WHS in 1998.

Clavinova · 11/10/2018 11:36

From all I have seen on the issue this is categorically not true. The high street shops have been losing money for years it is only the travel shops in airports, hospitals and train stations etc that actually make any profit

High street profit was £62m in 2016 and 2017;

www.whsmithplc.co.uk/investors/company_reports/annual_reports