2022 End of Year Review

Ian Chard | Chief Operations Officer

2022 Highlight - Record Sales

It's been an absolute pleasure to reflect on the past year at our coin and bullion dealer. It's been one of the most enjoyable and successful years in the history of our family business, and we have so much to be thankful for.

First and foremost, we are thrilled to announce that our sales revenue has reached record heights this year. We attribute this to a number of factors, including the increasing popularity of precious metals as a safe haven investment and our commitment to offering top-quality products at competitive prices. It's been a pleasure to serve our customers and to see the results of our hard work pay off in such a big way.

Ian Chard - COO

One of the key ways we've been able to deliver fantastic customer service this year is by investing heavily in technology and systems. We've implemented new software and systems that have streamlined our operations and made it easier for our team to manage orders, communicate with customers, and keep track of inventory. We've also invested in new equipment and tools that have allowed us to more accurately grade and authenticate coins and bullion. The feedback we've received from our customers has been overwhelmingly positive, and we're proud to have played a part in helping them build their collections and invest in precious metals.

In addition to investing in technology, we've also focused on building a strong and dedicated team this year. We've recruited over 10 new staff members into the correct roles and positions, and we've been thrilled to see how quickly they've become an integral part of our team. They've brought a wealth of knowledge and experience to the table, and they've been enthusiastic and engaged in their work from day one. We believe that our team is one of our biggest assets, and we're grateful to have such a talented and dedicated group of people working with us.

One of the values that we hold dear at our coin and bullion dealer is the idea of a "family" culture. We believe that treating our team members like family helps to foster a sense of trust and camaraderie that is essential to our success. Our leadership team has worked hard to instill this sense of family in the team, and we've been pleased to see the results. We have a "no blame" culture at our company, which means that we encourage our team members to take risks and to come up with new ideas without fear of being punished if things don't go according to plan. This approach has allowed us to make progress even during the busiest and most challenging times, and we believe it has been a key factor in our success this year.

Another major achievement for us this year has been the re-establishment of our direct supply with the Royal Mint. This has allowed us to offer our customers access to UK-produced coins and bullion much more quickly and efficiently. We've seen a great deal of interest in these products, and we're thrilled to be able to offer them to our customers.

Finally, we want to express our gratitude to our entire team for all of their hard work and dedication this year. Without their contributions, none of our success would have been possible. We look forward to continuing to work with them in the years ahead, and we're excited to see what the future holds for our coin and bullion dealer. Thank you, and here's to a successful 2023!

Rochelle | Operations Manager

2022 Highlight - Year of the Customer Initiative

To ensure that the team is well-equipped to handle the demands of a growing business, we have invested in staff training to become an agile, customer-focused company. This includes the development of a "year of the customer" initiative, which will involve updating the "buy-in" process, introducing new customer accounts, and launching a new showroom booking system. These efforts will help Chards to better serve our customers and meet their needs.

Rochelle - Ops Manager

Over the past year, the team at Chards has made significant improvements to its operations through the implementation of excellent system updates. These updates have allowed the company to streamline its processes and increase the timeframe from when items arrive in stock to when they are delivered to customers. Some of the key updates include the rollout of a new storage process, the development of interactive dispatch dates and "awaiting stock" updates, and the upgrading of our digital accounts.

Despite these changes, we have remained competitive in our pricing for both customer 'buy ins' and selling products, and have also expanded our product ranges.

Callum | Product Owner

2022 Highlight - Agile Accreditation

The Development team at Chards have been focused on working in an agile culture in order to be more responsive to the changing needs of its customers and the market.

Callum - Product Owner

One of the key initiatives in this effort has been the redesign of the checkout process, which has been streamlined and made more user-friendly. This has helped to improve the customer experience and increase conversions.

In addition to the checkout redesign, we have also introduced a new identification system that helps to verify the identity of our clients and ensure the security of their transactions. This system has been well-received by our clients and has helped to enhance their overall shopping experience.

To support these efforts, Chards has also recruited more developers to help build and maintain its online platform. These developers have been instrumental in implementing user experience updates and using data to make informed decisions about the direction of the business.

Kieran | E-Commerce Manager

2022 Highlight - Recruiting the Team

Halfway through the year, we welcomed two new members, Connor and Christian, who brought with them a range of skills and experience that have helped to steer the team in a direction that is aligned with the Chards vision. The team is always learning and expanding its capabilities, with a focus on improving the customer user journey and making it more personalized.

Kieran - E commerce Manager

The marketing team at Chards has undergone a significant transition this year, focussing efforts on E-commerce. This shift has allowed the team to have a bigger presence across all social media platforms, reaching a wider audience and increasing brand visibility.

One of the key goals for the E-commerce team is to make it easy for customers to access everything they want with just a few clicks. To achieve this, the team is constantly looking for new ideas and ways to improve the online shopping experience. The team is committed to staying at the forefront of industry trends and delivering the best possible service to our clients.

Over the past year, the E-commerce team has worked hard to grow its social media presence and connect with its audience through various channels. This has included creating weekly informative precious metal content for YouTube, which has helped to educate and engage viewers on a variety of topics related to coins and other precious metals.

In addition to producing video content, the team has also been busy photographing new products in the company's state-of-the-art studio. These high-quality images showcase the beauty and craftsmanship of the products, and give our clients the option to view the precious metals in all their glory before making the purchase.

In addition to visual content, the team has also been creating blogs with news and updates about new coin releases and other developments in the industry. These informative articles keep customers up-to-date on the latest trends and provide valuable insights into the world of coins.

Finally, we continue to advertise in coin-related print and media outlets, reaching out to new and existing customers and promoting its products and services. Overall, the team has been working tirelessly to increase brand awareness and reach a wider audience.

Mandi | Customer Care Manager

2022 Highlight - Developing Customer Service Systems

As call and enquiry volumes reached an all-time high, Chards had to expand its team in order to maintain its high standards of service. Coupled with significant technology and development updates these efforts have paid off, with the company posting impressive monthly figures.

Mandi - Customer Care Manager

It has been a memorable year for Chards, starting with the successful launch of the 2022 bullion sovereign in January. Since then, the company has continued to thrive, adapting to the challenges of the "new normal" and updating its in-house systems to improve the customer journey. 

However, the year was not without its ups and downs. The news of Queen Elizabeth II's passing was a sad and shocking event, but it also opened up new opportunities for Chards with the release of new coins and the anticipation of the new monarch, King Charles III.

Looking ahead to the next 12 months, Chards is focused on further strengthening its customer service team by recruiting more staff and hosting team building events. The company is also launching new in-house processes that are sure to keep things interesting and dynamic. At Chards, no two days are the same, and there is always something new to learn or share with others. The company values its employees and fosters a welcoming and supportive culture, making it a place where people genuinely enjoy coming to work.

Miranda | Warehouse Team Leader

2022 Highlight - Record Dispatch Volumes

One of the major achievements for the department over the past year has been the increase in daily packing and dispatch targets. We have managed to double our targets from this time last year, thanks to the hard work and dedication of all team members.

Mirandi - Warehouse Lead

The department has experienced some positive changes recently with the promotions of Shawn to Warehouse Manager and Miranda to Warehouse Lead. These promotions bring new leadership and expertise to the team, and we are confident that they will help guide the team to even greater success.

In addition to these promotions, we have also welcomed two new team members, Tayla and Hannah, to the department. They bring fresh perspectives and a strong work ethic, and we are excited to see how they will contribute to the team's growth.

We have also been working closely with the E-com team to get more products on the website, which has helped to increase our reach and sales. By collaborating with other teams and departments, we have been able to expand our offerings and better serve our customers. Overall, it has been a successful year for the department, and we are excited to see what the future holds.