055: Committing to your Customer Promises with Rob Sinclair from E&S

In this episode of The Remarkable Project Jay speaks with Rob Sinclair, CEO of Australian kitchen, bathroom and laundry appliance kings, e&s, about why a willingness to go ‘human first’ can prove a core pillar of competitive advantage, how doing whatever it takes to put the customer in a winning position pays off, and the importance of being close to the customer coal-face when it comes to making effective decisions.

Rob Sinclair is the CEO and business owner at E&S, a family-owned business started by his father Bob Sinclair and his two brothers in 1962.

From a small discount store in the Melbourne suburb of Ashburton, that sold everything from travel goods to furniture and even guns, e&s has grown and transformed, eventually becoming what it is today – a name synonymous with selling kitchen, bathroom, and laundry appliances across nine Melbourne metropolitan stores.

Having grown up around the business, Rob’s experience with suppliers, brands and products have made him an expert in the field of kitchen, bathroom, and laundry appliances. While still at school he worked on weekends and during school holidays in the e&s warehouse and, as he got older, in the Ashburton store, meeting and helping customers with their purchases.

Rob always had a passion to work with his father and to build up the e&s business, so 30 years ago joined it full time with a staff of 12. Over the years many things have changed, including growth to nine stores and over 300 people across the company.

Remarkable Takeaways

• Why even in today’s highly digitised marketplaces, the ability to build real human relationships with real human beings can prove a core pillar of competitive advantage.
• How the flow on effect of always doing whatever it takes to put the customer in a winning position, is what not just more referrals but an empowered company culture.
• The importance of being really in touch with what’s happening on the customer coal face when it comes to making decisions which are both quick and deeply informed.

Connect with Rob

Email him on rob@eands.com.au or even text him on 0409 700805!

Find him on Linkedin

Learn more about e&s and what they do different via their website