How Back-of-House Systems Can Elevate Shopper Experience

When we think about delivering exceptional customer experiences (CX) in retail, we often think of vibrant window displays and engaging in-store experiences. But behind every dazzling POS display lies an often-overlooked component: the building’s M&E systems.

During peak shopping periods—especially the bustling “golden quarter” from Black Friday to the New Year—critical infrastructure such as HVAC systems, refrigeration systems, and stormwater management systems work tirelessly behind the scenes to keep stores running smoothly. From creating warm, inviting spaces to keeping the lights on, refrigerators cool, and car parks flood-free, these systems are essential to ensuring a seamless in-store experience that keeps shoppers coming back.

Neglecting them can lead to more than just discomfort; it can directly affect your bottom line.

The Hidden Cost of Reactive Maintenance

Pump systems are rarely top of mind for end user clients. Until something goes wrong. Failures often occur during peak periods, when M&E plant is under greater strain due to heightened building demands, increased building footfall, and temperature drops outside.

The cost of reactive maintenance during these critical periods isn’t just financial – it’s also reputational. Customers don’t need much of a reason in 2024 to steer away from stores and towards the convenience of online shopping. Retailers that neglect their M&E systems aren’t just risking equipment failure – they’re risking their bottom line.

How M&E Maintenance Can Help Shops Compete Against E-Commerce

In the digital age, competition between physical stores and online shopping is fiercer than ever, making the in-store experience a key differentiator. According to Retail Week, footfall in December is expected to rise by 5% this year, driven mainly by Black Friday and festive shopping. Last year, Black Friday alone contributed to an 8% uplift in UK retail sales.

But what happens when critical systems fail during the ‘golden quarter’ for retailers? Downtime will result in significant financial losses (upwards of £000s per day) if a store is forced to close due to facilities failures.

For us, investing in operational infrastructure is as important as investing in front-of-house marketing. This will guarantee that retail clients safeguard their profits and ensure stores remain open and inviting throughout the busiest shopping season.

Our Top Tips for Preparing for Peak Periods

Here are four essential steps to prepare your pump systems:

Schedule a pre-season maintenance visit: secure a visit with your pump provider to avoid any unexpected breakdowns
Test systems under peak conditions: simulating high demand can reveal vulnerabilities before they become costly failures
Create a contingency plan: partner with a reliable partner (like deckpro pumps) to ensure rapid support in case of emergencies
Invest in advanced controls: a variable speed drive can adjust pump speed to match demand, reducing wear during lulls and preserving capacity for peak periods

Shopping Centre Pumps — Installation at a London Shopping Centre

When Pumps Fail: What Our Clients Say

Despite best efforts, failures can still occur. If the worst does happen, and your pumps fail, we offer rapid-response repair services for emergencies.

Our client at DMG Delta said: “deckpro continue to be our preferred pump specialist. They provide an outstanding service for our contracted clients. On one occasion, late on Christmas eve, with many of the engineers going home to their families, a senior deckpro manager (Simon) left the office and attended to my key client, avoiding any delay, and helping us to keep our client happy with the service we provide.”

There's also signals that you can look out for to detect early signs of pump failure. And the quicker that you act on these, the faster you can correct the issue before it becomes a critical failure. Read more about detecting early warning signs of pump failure, in our article here.

Stay Ahead of the Rush

Don’t let pump failures disrupt your busiest time of the year. Book your system maintenance check with deckpro pumps today to ensure your sites run smoothly when it matters most.

By prioritising you’re not just protecting your bottom line- you’re investing in a seamless customer experience that keeps shoppers coming back.