Case study

B & Q

Age Positive Champion

At B&Q we recruit people of all ages. The aim is to get the best person for the job, including young people with new skills and older people with life experience and knowledge of DIY.

We firmly believe that our active policy of recruiting older workers has directly contributed to the ongoing success of our business.

Ian Cheshire, B&Q Chief Executive

OUR AGE POSITIVE GOOD PRACTICE:

In 1989, B&Q opened a store in Macclesfield staffed entirely by over 50s. Research showed that in the Macclesfield store:

• profits were higher by 18%
• staff turnover was 6 times lower
• 39% less short-term absenteeism
• 59 % less shrinkage
• customer perception of service improved
• skill base of the workforce base increased

We have since continued to develop our over 50s recruitment policy. Out of a total workforce of 37,000, 22% of B&Q staff are aged 50 or over.

What we do to promote diversity

Communicate policies to staff about Disability, Age and Cultural diversity, using a magazine-style format that is easy-to-read.

Provide structured training for staff at all levels to help everyone understand and embrace the value that diversity brings to the business.

Ensure that working practices are flexible to enable staff to balance work, family and leisure time.

Monitor and review the diversity profiles of stores to ensure they reflect local communities - "from our Welsh speaking customers in Bangor, to our Punjabi speaking customers in Birmingham."

BENEFITS OF OUR GOOD PRACTICE:

As a business which attracts DIY-ers and gardeners of all ages, it’s sheer common sense to make sure that we have people of all ages to serve them.

B&Q’s older employees enjoy working with younger people as part of a dynamic team, while younger employees appreciate the extra skills and life experience which mature workers bring to the job.

Feedback from our customers tells us they appreciatie being able to talk to both young and older members of staff depending on their request or enquiry. For example, some customers feel more comfortable talking to older members of staff about more complex DIY projects as they naturally feel they have more ‘life’ experience.

Go to top of page

Go back to Case Studies page

20 KEY FACTS your business needs to know about age legislation and retirement