Caravan firm's secret of success is being customer friendly

And for Chris, the third generation of the Kinsell family to work in the caravan trade near the market town of Richmond, this philosophy has provided a solid base for the family firm to grow and prosper.

Chris's parents, Mike and Diane Kinsell, established the firm in 1984 but it was Chris's grandfather Ernie who, while working for Gailey Caravans, introduced Mike to the caravan and leisure industry in the 1960s.

"I think caravans must be in our blood," joked Chris. "From the days of my grandfather, who originally started the family trait, it has been very much a family affair."

Father Mike is managing director, mother Diane the company secretary, Chris's younger brother Matt is a leading sales executive and grandmother Nellie still does the firm's accounts.

"People sometimes comment saying it must be difficult to work with the family and wondered if we are always getting on each others nerves," he said. "But nothing could be further from the truth. We work extremely well together and the fact the business is family owned and run gives it excellent orientation."

In fact the family connection has proved to be a positive aspect when it comes to attracting and retaining customers.

"Many of our customers have seen the business and family grow over the years," said Chris. "We get to know each other and they feel as though they become more than just customers making a transaction. They know us as a family."

In particular, one family has been a customer since the dealership opened in 1984, and has bought no less than seven Compass caravans from the Kinsell family.

"We are the oldest dedicated Compass Caravan dealer in the UK, but the relationship with that particular family goes back years," said Chris. "They would never dream of buying their Compass from any where else - and to be honest I would be rather upset if they did!"

But Catterick deals in more than just caravans, the firm has also established a fully equipped camping shop including a caf for the beleaguered camper or caravanner in which to rest and rejuvenate.

"Contrary to many other caravan dealers, we wanted to make Catterick Caravans a place where you could buy anything from a replacement door catch to a £25,000 top of the range caravan," explained Chris.

"The key to success is that our customers will come back time and time again. They receive the same warm service from their first visit when they originally bought their first tent, to their graduation to a trailer tent, then maybe a second-hand caravan. At some point in the future we hope that they will come back to buy a brand new caravan."

Another key element to the company's success is the expertise and dedication of the team of staff behind the scenes. "We have a hands-on management approach but like any successful business, you are only as good as the team that supports you," said Chris, who had his first caravan-touring holiday when he was just six months old. "It's the team that allows us to offer a complete service to our customers."

In the firm's drive to provide a complete service to customers Catterick Caravans has achieved industry recognition for their customer service, sales performance and Service and repair centre, including awards for top sales performance in the UK for Compass Caravans and Caravan Life readers awards. The service and repair team also has numerous official approvals such as Corgi registered.

But despite the fact the firm is family owned and run, both Chris and Matt were encouraged by their parents to take whichever career path suited them.

"We have certainly earned the positions we have in the company," said Chris, who completed his apprenticeship outside the family fold in Birmingham, working for Broad Lane Caravans before returning to the region.

"The message that has been the driving force behind the business is when a customer makes a purchase both parties must be happy with the transaction and feel that they have received a fair deal," concluded Chris.