Harvie & Hudson 75 Year Anniversary Special
An Interview with Richard Harvie and Andrew Hudson
To Celebrate 75 Years of H&H, we sat down with directors Richard Harvie and Andrew Hudson to talk about their perspectives on both the history and legacy of the store as well as its continued success today.
What is your earliest memory of the store?
R: I'm pretty sure it must have been around 1965 when I was five or so. I remember the store being quite dark, but luxurious. There were lots of shirt cutters out back and some lovely hand-written ledgers everywhere. In many ways, things haven't changed in that there were shirt fixtures and tie racks - it was all wool, leather, glass and brass!
A: I remember calling in at the store with my mother and brother on our way to the Science Museum. We went straight through the shop and chatted with the shirt cutters out the back because they didn't want young children in the store. But at the time I did think that the shirt cutters were the more fun people to talk to! I knew the shop was very successful, but the atmosphere was very stiff and starchy by today’s standards and probably very forbidding to anybody not familiar with the area. While we keep the same quality of customer service, Richard and I have made it a priority to make the store as welcoming as possible, more open-plan, light and airy, so that people can feel free to just come and browse.
How do you see the original legacy of Harvie & Hudson 75 years ago in the products and service you offer now?
R: I think there is still the high standard of customer service, because it is just how we do it. It's all about good communication and knowing the products. We looked around the sales floor one day last week and realised we had 153 years of H&H sales experience right there! As to products, the categories have widened greatly. Back in the early days we only sold shirts and ties and a small amount of accessories. Now we have 17 categories ranging from accessories, coats, jackets, suits, evening wear, nightwear, socks etc. Also, since the end of the last century, we have sold online all over the world. I believe quality is crucial to the company's long-term success. Letting it slip would be a mistake, so we make it a priority to maintain high standards.
A: Most of the legacy is working in the shop every day! We have just taken a picture of myself, Richard, Matthew and Mark standing by the front door of the store. That’s over 150 years’ experience between us! Not only is that invaluable to our customers, but I think it says a lot about our company that we hold on to our staff so well. You really are the new boy for your first 10 years!
How important are the loyal customers that have been shopping with you for years?
R: Obviously new customers are a necessity to the growth of the company and we spend a great deal of time and effort working on that both online via digital marketing and social media, and in store. However, loyal customer are the life blood of a company such as ours. I think if you keep up the service and ensure that quality is high and consistent, you are likely to keep on pleasing. Of course one has to keep innovation and keeping things interesting!
A: Absolutely vital. I think any company needs to know its market and a fair few of our customers we look on as friends. We have seen them perhaps two or three times a year for 20 maybe 30 years and they have often brought along their sons to show them how to dress properly!
We all need to change and keep up with the times, but I have seen a few of our competitors making radical changes to chase a newer trendier market and forgetting the customers who literally pay the rent.
Why do you think a store like Harvie & Hudson has been successful for 75 years?
R: All that's already been said really. Service, high quality, innovation. On top of that, exclusivity. Keep in mind that when we make most of our products in short runs. For instance, jackets are made in runs of 60-70 units and they are designed by us including the buttons, linings and fabric. They are not just bought from a wholesaler. In your size, there will be only 6-8 in the world! Casual shirts are in numbers of 40 or so and ties as low as a dozen per colour-way.
A: We have tried to change enough to stay relevant in today’s market, while still offering experience and service and maintaining consistency in quality and cut, at a fair price. While you can certainly buy cheaper on Jermyn Street these days, I think we offer the best value for money in the area.
How has the tailoring industry changed since you started working, and how have you adapted to these changes?
R: Things certainly have to be done faster, because people are on the move, and that customer may be from another part of the world and flying out later that day. The web has also enabled people to get their goods by click-and-collect in Jermyn Street, or by delivery anywhere in the world very quickly. We have responded to this and have a great team on call at all times.
A: One of the biggest long term changes has been the move from made-to-measure to ready-made. When Harvie & Hudson opened in Duke Street in 1949, the only ready stock were White Poplin Double Cuff Collarless Shirts for emergencies! Only a couple in each size and only in one sleeve length. Absolutely everything else was made to order. A good job, because the shop wasn’t that big! Now we keep 30-40 patterns in all sorts of colours and fabrics, two body fits, three collar styles, three sleeve lengths, three cuff styles, and if the customer still can’t find what they want, we can make it!
Can you share anything that has been passed down generations about working here?
R: Always be courteous and welcoming, even when stressed! Things don't always go to plan, but these moments are a great opportunity to bond with the customer for life. If you deal with issues well, you will have created a long-standing relationship and even a friend. It’s all about building trust.
A: Yes, I always say to new members of staff, listen to your customer. That is the person paying your wages and your rent, not Richard and I.
Can you share a memorable experience or anecdote from the shop’s history that stands out to you?
R: Personally, my most memorable experience was our generation overseeing a major re-branding, total refit, and restructuring in 2013 . We wanted to take the best of our heritage and craftsmanship, and wrap that in a slightly updated and future-facing experience. It could have failed, but I’m glad to say it’s been a major success and we haven't looked back!
A: The obvious answer would be a story about someone famous visiting the store, but I think that misses the point. Two episodes come to mind which say something about Harvie & Hudson, both involving above and beyond service. I once hand-delivered a white shirt to a groom in Dorset after his outfit supplier let him down, and Richard motorbiked two evening shirts to a customer on the QE2 gangway in Southampton, after he realized he’d left his at home before embarking on a cruise. Now, I was visiting my in-laws in Poole and Richard LOVES his motorbike and lives in Hampshire, but that hour or so diversion for both of us made them into life-long friends and customers.
Anything else to share with customers for 75 years of service?
R: Our clothes are exclusive, timeless and fun - they are to be enjoyed, not to be consumed and thrown away.
A: Just a huge thank you to every customer who has shopped with us, and have allowed us to celebrate 75 years!
