Standing The Test Of Time

Standing The Test Of Time

There aren’t many people who can say retail is truly in their blood. However Belfast retailer Niall Creighton was actually born and raised on a garage forecourt.

Niall has spent the past three decades at the forefront of convenience retailing. He has led the way in many areas and helped to set the standard which many retailers today accept as the norm in Northern Ireland’s retail sector.

At this year’s Neighbourhood Retailer Awards Niall was given a standing ovation when he received the inaugural Lifetime Achievement Award – an award which he said he felt strange accepting considering he’s only half way through his career!

The Creighton’s story started out in 1938 when Niall’s father W.G. Creighton opened a car repair garage. Some years later a young Niall was a regular feature at the garage getting himself covered in oil and grease as he helped out repairing punctures and tinkering with cars brought in by local motorists – any young boy’s dream!

After a period of time, the business developed from the embryo of a simple garage to first adding some petrol pumps and later a few groceries. Back in the 1960s this left the locals somewhat bemused – “a garage forecourt selling milk and cigarettes?” – they would question.

By not being afraid to try new things and bringing in new services that were unheard of at the time, the business gained a reputation for being a trail blazer in the industry – something Niall believes continues to this day.

The old Creighton's garage in Belfast where it all began
The old Creighton’s garage in Belfast where it all began

As the years rolled on and The Troubles took hold in Northern Ireland, like many retail businesses in Belfast, it was bombed and razed to the ground on more than one occasion.

The final time the store was attacked in the mid-

1970s, it sadly resulted in the death of Niall’s father who was shot dead when he decided to make a stand.

Niall and his sister had to deal with the death of their father whist deciding what to do with the family business that was at that time literally a pile of rubble.

Niall says it was either pack up and move out of the country or roll up the sleeves and carry on. Fortunately for the local community and the wider retail industry they carried on and Niall jokes that the “sleeves have been rolled up ever since”.

Ironically the bombings had forced the business to reinvent itself and grow bigger each time but this was clearly a dramatic introduction to the world of running your own retail business.

From that day forward, Niall has worked tirelessly to grow the store and forecourt operation and is renowned in the industry as an innovator, becoming a benchmark in the retail sector.

“We are always looking for continuous improvement and are trying to raise the bar in terms of the customer experience,” explained Niall.

“If we have shortcomings – such as our parking, which is always a challenge – we need to work extremely hard at other parts of our service to compensate for that.”

He added: “We are always looking at what’s going on elsewhere; for example my sister is just back from New York where she was impressed by the level of customer service, so we must know what customers have come to expect and how we should manage those expectations.”

Creighton's as it looks today
Creighton’s as it looks today

In 1990, Creighton’s store was completely rebuilt – this time by choice! – and in the ensuing years has been further expanded and refurbished on more than one occasion to maintain its standing as a first-class Super Station – the best way Niall sees to describe his retail offering.

This continued investment has helped the business to win top retail industry awards in Northern Ireland, the Republic and UK mainland. Almost every section of the store has been awarded; from forecourt and deli to Post Office and training – including being named Neighbourhood Retailer of the Year in 2006 and 2008 – testament to the high standards and drive to offer customers the best possible experience.

Giving back to the local community has always been the Creighton’s ethos, long before it became a given in the industry. The various events held at the site are legendary and the turning on of the Christmas lights is a highlight every year. The forecourt is closed – something most retailers would balk at – and local families and schools flock to the store to join in the fun.

Countless charities have received thousands of pounds over the years thanks to successful fundraising in the store.

Niall believes that working with the community helps to generate customer loyalty – something that is hard to achieve in a market driven by price and promotions.

Pictured top is Niall Crieghton (left) with his son William

*To read the full article see the latest issue of Neighbourhood Retailer or view the digital issue here