Behind the Business

I was seven when we moved to Downham Market – so 25 years! My dad found the site (ex Shell) in 1999 and really liked it – and even though it was very basic, he could see the potential. He also saw the move as an opportunity for us, as a family, to be a part of a great community – and he was right on all fronts!

Fast-forward 25 years and I am now moving back to Downham Market from London, (working as a Chartered Accountant) to be more involved with the family business which involves my dad, mum and younger brother (Ryan) to assist in managing the site.

We are constantly upgrading and improving to the site – striving to be innovative in the town. Improving our customer offer and experience is always at the centre of what we do – it’s what drives us.

We are very hands-on and we know what the local community, our customers, want. People in the area know that if they come in looking for a screwdriver, or some nails, even a picture hanging kit – chances are we will have it. And that is solely because dad is so involved with the business day-to-day. Interacting with our customers, listening to what they have to say and responding to their needs.

Great customer service is everything. After 25 years, the majority of our customers are regulars, and we know them personally through the community. Many of our employees have been with us for a long time too. Happy, motivated staff who care about the business as if it were their own – and who will always go above and beyond are key to any business!

We are a pillar of the community in Downham Market – and people know us as the JET garage. JET’s ethos is very much focused on the local community – and it aligns so well with our philosophy and values. We want to support the local community and JET, as a brand and a business, 100% embrace that. Add in well-priced fuel, a reliable supply chain (even in challenging circumstances such as the fuel crisis and Covid) and great customer service –  and why would we ever want to move?

We have been JET since the very beginning and did the deal with Graham Clout who is still with the business and a big part of why we have enjoyed such a long relationship.

Plus, we have Naina Patel as our account manager who has become a trusted family friend. She is great and only ever one call away.

There are a few: we recently re-launched our shop in January and changed it from a tiny one-till store to a much bigger space. We have truly modernised our interior and exterior! We are now able to give our growing community the facility it needs and deserves – and the feedback has been so so positive.

During Covid there was a lot of appreciation from customers as to how seriously we handled the situation – to remain open and available to our community, maintaining a steady supply while staying as safe as possible. Plus, we reached out to our local community of key workers to let them know that we wouldn’t restrict fuel for them. Definitely a proud moment.

When looking at photographs when dad first bought the site – I am incredibly proud. He came to the UK from Bangladesh in 1992 with no money and seven years later he bought this site. He’s a very clever man and he is my role model. He is so motivated to make something work – and that drive, and motivation is still there, every day.

He is the beating heart of JET Broomhill.

We’re always looking to make investments – and every year there’s something new.

Over the years we’ve had crazy things like a dog wash and a mat wash – and they made headlines in the local papers and even TV! Dad has always been great at thinking outside of the box – bringing in things that are fun and useful. Being innovative, thinking creatively – not being afraid to ‘entertain’ the customers who serve us so well!

Now we have a great new shop (with radio for a better experience) – and we have recently resurfaced our whole forecourt and added JET ULTRA Premium Unleaded across all of the pumps. In the future we will definitely look at EV. We are always looking at ways to make the site more sustainable – so possibly solar? Also, we hope to implement better customer parking and parcel drop off/collection options.

We have a tried and tested business model that works – so adding sites to our portfolio is definitely part of the strategy moving forward.

Resilience, a strong work ethic and an innovative mind.