Catherine Bibb, who joined Johnson’s Veterinary Products in September 1990, recently left the business, but before she left we asked a few questions to shed light on her valuable contribution to the success we have enjoyed during her tenure as Accounts Manager.
Q – What first brought you to Johnson’s and what kept you here for 30 years?
A – From a very young age I was aware of the company, as my father used to do some building and improvement work for the business over the years and the people and the products were often discussed at home, which created a very positive impression on my young mind. After leaving school, I knew I wanted to work with figures and while I was applying to join Lloyds Bank, I asked for work at Johnson’s and ended up in the production area where my Mum worked.
Q – What were your first impressions when you joined and how did they change over time?
A – Right from the off, the sense of family was evident. The senior managers and directors always had time to talk and made everyone feel as if their contribution was important to the success of the business. David Johnson was always around the business, in production, packing, upstairs in the main office and never just sat in his office for any length of time.
Everyone was really supportive and nothing was ever too much trouble, even if it meant working late to help a colleague get a job finished. And of course in the production area there was a lot of chat and it was a great introduction to the way Johnson’s operated as a business – I knew if it was possible that I’d like to be a part of the company’s future too.
In reality, although the senior team I first worked with, retired and left the business, the family-business ethos was so strong, it has carried on to this day. In fact with Jack Franks, Jonathon and Matt Gwynn joining in 2023, family is again at the heart of the business.
Q – How did you move from shop floor to Accounts Manager?
A – I was beavering away one day and the then Finance Director Simon Wilcox, who was a lovely, friendly man, asked me if I would help out upstairs in the office as they were under a bit of pressure to get through all the work, including posting out price lists and catalogues. I jumped at the chance to help Christine the office manager and was very happy to make a permanent move into the administration side of the business, able to put to good use my head for figures.
Over time it was clear as the business continued to grow that an Accounts Manager was needed to stay on top of all the new accounts, with the profile of our customer base changing.
Q – What are some of the biggest changes you’ve seen in the industry?
A – Interestingly, when Johnson’s had relatively small products range, most of the manufacturing, filling and packing was undertaken on the premises, but as the range grew and sales increased, we had to outsource some of the fulfilment. However, we always kept a very close eye on quality and sustainability, ensuring wherever possible our suppliers are as close to our Sutton Coldfield HQ as possible.
We have witnessed the customer base move more towards large direct customers and smaller retailers, whereas in my early days with Johnson’s in the 90’s, there were far more pet product wholesalers. We went from fewer large customers to many, many more smaller ones and that clearly had a significant impact on the administration side of things – particularly the account management.
Obviously in my time at Johnson’s there has also been a dramatic shift to online retailing and not just in the pet product sector. As a business though, we do not deal directly with exclusively online retailers. Our customers have to have a shop or store to sell from. Johnson’s has supported the pet trade in this way for more than 100 years.
In fact, Johnson’s recognises that not every customer wants to spend time on their computer trying place orders directly with suppliers. We have a sales team on the road, calling into shops, checking stock levels, introducing new products and keeping up to date with the latest news and trends. I know our customers love seeing the team and they have played a vital role in the company’s success over the years.
Q – What were some of the biggest challenges you faced and how did you overcome them?
A – One of the biggest challenges we faced, like so many businesses in the 90’s was the introduction of not just a new, but our first fully integrated computer system. It was a period that marked our transition from manual, paper-based processes to more automated and efficient systems, which would really start to drive our growth. Backups in those days were also a manual process, with tapes recording all the data changes and then being taken home – so much easier these days with modern Cloud solutions.
Johnson’s used to manufacture and fill many of its own products, but regulatory changes over the years meant a lot of this production had to be outsourced, particularly where aerosols and sprays were concerned. Finding suppliers close to us, that could match our quality proved a challenge, but it was worth the effort given the increasing sales we have enjoyed.
Q – How has your role evolved over the years?
A – Whilst a lot of my early work involved general administrative duties, I spent more and more time supporting Christine, the Accounts Manager, who eventually retired. This left me in charge of the office, managing the team, whilst also becoming the Accounts Manager, a role I occupied for about 20 years.
Then of course, Jonathon Gwynn joined in 2023 and he shadowed my work for the year, so he gained a full hands-on understanding of what the job entails. It’s great that the business has brought in the latest generations of the families, bringing lots of new ideas and innovation, but a firm grounding in every aspect of how Johnson’s works will be critical for the future.
Q – Can you talk about the relationships you’ve built over the years?
A – Over the years, I have developed very strong friendships with almost the entire Johnson’s team, it’s just the way it is. There is a great sense of teamwork and collaboration, with everyone just focussed on getting the job done, but ready to jump in and support anyone who needs help.
There was an episode involving a product recall, through no fault of our own and caused by one of our suppliers which required a very quick response. We had to mailout notices warning our customers and explaining what to do. There was lots of printing to be done, address labels to be printed and envelopes to be stuffed, and everyone just got involved, whether it was their job or not. What could have been days of work for the admin team, was completed in hours thanks to the team spirit here.
Having been here more than 30 years, I’ve seen a lot of people come and go, and almost all of them come back regularly for a chat and a cuppa. Despite leaving, they just want to catch up on all the news from within the business and of course, all the family and personal news. I am now one of those to have left, but I look forward to my catch ups with my former colleagues and enjoying lunch with a few who left more recently.
Q – What advice have you given the person stepping into your role?
A – Jonathon, who joined in 2023 knows the business well, having been around the business with his Dad, Johnson’s Managing Director Paul Gwynn regularly bringing his lads in from an early age. They worked here as students and although it’s different for them now, they still understand that it is the people here that are the real strength of the business.
Whilst handling the very important financial aspects of the business, he must also be approachable and empathetic to the needs of the team. However, I have every confidence that he will do well, specially given all the support he can rely on from everyone within what is a truly family-owned and family-orientated business.
