A dedication to old-fashioned customer service has seen Bolts N Bits in South East Queensland supply all manner of large and small projects. By Frank Leggett
Ken Fleming had a clear reason for starting his own business in 2007. He had spent the previous 30 years working two jobs—the only two jobs of his working life. The first 16 years was at an industrial supplies company with the last eight years on the road as a representative. The next 14 years was with a wholesale abrasives company.
“I felt I needed to take control of my own destiny,” Fleming says. “I also wanted to run a business that I could instil with my own fundamental principles. I started Bolts N Bits in my two-car garage at home. From the outset, our core business has been selling the A to Z of industrial supplies, everything from bolts and nuts to cutting tools to abrasives to PPE to lifting products.”
Bolts N Bits is located in Loganholme, Queensland, halfway between Brisbane and the Gold Coast. Over the past 19 years, the business has sold and stocked in excess of 38,000 product lines. With such a large amount of stock, inventory can be a challenge but one that’s tackled head-on.
“The stock we carry is constantly evolving,” Fleming says. “It changes every day. Despite this we have a pretty good handle on things.”
The efficiency of the business is largely due to the staff of four who are willing to go the extra mile for their customers. “Our team share the same values,” Fleming says. “We embrace old-fashioned customer service. If someone is searching for an item we don’t carry, we’ll get it for them.”
The variety of trades and businesses that Bolts N Bits supplies is impressive.
This includes civil construction, the building industry, manufacturers, fabricators and many other sectors of industry. They also supply training institutions and government departments.
“Bolts N Bits keeps a database of all the businesses we have dealt with one way or another,” Fleming says. “It can be over the counter, on the phone, through Google and other online platforms, or a personal visit. That number is now over 4000 businesses. I’m particularly proud of our involvement with many major projects including Queens Wharf in Brisbane, Logan Hospital, Coomera Hospital, and Springfield Hospital. These types of projects are very satisfying.”
BETTER PREMISES
From their base in Loganholme, Bolts N Bits cover a large area of Queensland. They do a lot of business in the surrounding areas but also supply businesses across the whole metropolitan area of Brisbane.
From Fleming’s opening in a garage 19 years ago, Bolts N Bits has slowly but steadily grown in size. After the startup, the business moved into a warehouse complex of nine units and for the past 16 years, rented a space that was serviceable but not ideal.
“It had somewhat limited street exposure,” Fleming says. “We had a trade counter, a showroom and a warehouse but it was all quite small. It was also in a corner of the complex.”
Three years ago, a larger unit with great street exposure came up for sale.
Fleming jumped at the opportunity. “Its size gave us the ability to improve our showroom and expand the warehouse,” he says. “The street exposure is fantastic and has greatly increased our counter traffic. Walk-in numbers have also increased and whether it’s a home renovator or a large business, we never turn anyone away.”
NETWORK AND ACCESS
Fleming chose to add Bolts N Bits to the CSS group for the immediate networking opportunities.
“Discussing and talking to like minded, independent businesses around Australia is a real help to the business,” Fleming says. “So is having access to suppliers that we hadn’t been in contact with previously. The business support from the management and marketing people at CSS is fantastic.”
Happily situated in their new building with great street exposure, Bolts N Bits will continue to grow as a business. At the same time, it will actively work to hold onto the principles and values that made it a success in the first place.
“Moving into a larger space has given us a new lease of life,” Fleming says. “After 19 years as a business, people are walking in and saying, ‘I never knew you were here.’ New customers are always welcome at Bolts N Bits.”
The success of Bolts N Bits is built on a foundation of a few simple principles. Prioritising customer service is essential, as are the key strengths that have served the company well.
“We offer flexibility, on-time deliveries and, of course, we’re competitive in the marketplace,” Fleming says. “This doesn’t mean we’re the cheapest—after all, anyone can be the cheapest—but we’re reliable, friendly and have a wealth of knowledge about our products and how to use them. I’m very proud of my business and my fantastic team.”
