Author Archives: The Brentano Suite

Elstree tenant Inndus isn’t the average printing company. With a remote team of eighty and a passion for solving their customers’ problems, they’ve designed everything from variable data journals to secure bookmarks. 

We caught up with Managing Director Sarita Menon to find out how Inndus works.

Hi Sarita! Can you tell us about how Inndus started?

Of course! Interestingly, before Inndus, I was cabin crew. When I finished, my friend and I sat down and identified a gap in the market for short runs of printed products.

This friend had been printing almost his whole life, so we put together his expertise in printing with my expertise in customer service to form Inndus together. This was in July 2013. 

We went from strength to strength, although that’s not to say it was easy by any means. But we worked from our strengths and took the time, strategized, and put in the hard work.

So, what does the company look like today?

Now, our team is made up of eighty people and we do everything from basic designing and print production to post-press foiling and embossing… and at the end we package the products before handing them over to our logistics partner for delivery

It sounds like you print a wide range of items!

Yes, we print almost everything! If somebody says to me “I can’t see this type of printing on your website”, then I’ll do my best to do it for them.

We regularly work on business stationery, marketing collateral, display items and personalized gifts.

Actually, one of the most interesting areas is variable data printing. Imagine you’re sending Christmas cards to your clients. Instead of painstakingly hand-writing each card, addressing them and putting them in the post, we create a branded Christmas card for you with your logo and details and each client’s name written in it, we also put them in an envelope for you with an address label on it, all you have to do is to put it in the post. Think of the incredible amount of time we have saved you.

How important is this personalization?

It makes such a difference. Now that people are beginning to recover from Covid, they want to reconnect with their customers. I’ve noticed a lot of companies asking for journals that feature their logo and their client’s name, adding that personalized touch. It’s fantastic!

Personalization sounds like a huge part of the business. Do you have any other examples?

Yes, it is! The other day, a customer wanted black invitation cards and asked us to print clear labels (instead of our usual white) so that it blended well into the black. We agreed, but when they were printed, the gum on the back of the label showed through. We, as a company, weren’t happy with it.

So, I chatted to the client and explained this. We then came up with the solution of printing the labels on black paper, which isn’t normally done. The Inndus team went out of our way to find the paper and sort the solution for our client.

That sounds great! Could you tell us a bit about running your business from The Brentano Suite?

Inndus has been here for just over 3 years. Before that, I was at a space that was very different. It made me appreciate The Brentano Suite so much more. Coming here was great – the quality, the décor, the atmosphere, lovely Jill sitting there with a smile and her positive attitude.

During COVID, I could see the effort that the team put in to maintain high standards and cleanliness. It really put me at ease and makes all the difference.

You mentioned having eighty employees, are they all in the office with you?

No, they’re not. The way our model works is that the printing is done abroad. We don’t outsource; it’s still our company but just based abroad. That helps me keep the price down and manage everything to bring the best for our customers, still using state of the art machinery. We’re premier partners with Xerox

This means I get parcels from around the world and the staff here (Brentano) manage it all so well. I get an email to let me know my mail has arrived. This might sound unimportant, but it’s not. The customer service and the little details make running a business so much easier.

So, how many of you are in the office?

At the moment, I’m the only one based here at The Brentano Suite. I’m like on a hotline connection for my Inndus team abroad. I speak to the customers and get the brief, which typically involves designing or printing. I then pass the brief on to my team who design it (if designing is necessary). I liaise with the customer who approves the draft, and then we proceed to print!

Tell us more about your USPs…

One of our big USPs is short runs. A lot of companies here aren’t interested in printing one hundred leaflets for a brand. Whereas we say to people, “don’t worry! We can work with you based on exactly what you need. We don’t like wastage either” We don’t compromise on quality, and we earn repeat customers.

We also ensure that the customer is the centre of everything.

Recently, we had a publishing house that wanted a bookmark. It sounds simple, but they wanted something unique. They wanted a bookmark that wouldn’t fall out of the book when it’s upside down. We folded it by two and put a magnet on either side – now it never falls out!

That sounds amazing. Do you have any other examples?

Absolutely! These are the sort of things we love doing. It’s not just a job, it’s our passion – we love innovating. For instance, foiling creates a lovely effect, but it’s not cost effective. So, during COVID, we invested in an iridescent machine which gives a similar beautiful finish but at a much more affordable price for our customers.

It’s what our customers wanted, and we found a way. It was a leap of faith for Inndus but it’s all working so well now!

Wow! So, what’s next for you?

We’re setting up a full B2C website for personalized items over the next few months – t-shirts, stationery, and so much more. That way, customers can get the products they want, in the quantity they choose, just by sitting at home. We haven’t had an e-commerce site before!

We’re also focusing on sustainability. We’re looking to partner with companies who use eco-friendly and recycled paper, who use products that are certified as sustainable and cruelty free. It’s so important!

I really care about what we have coming up, it’s all so exciting.

Here at The Brentano Suite, we offer serviced office suites for companies across North London, including meeting room hire, mail handling, and more. Have a look at our video tour to see inside our offices.

When The Brentano Suite resident Edina launched her brand-new business, LD Aesthetic Clinic, she didn’t know the pandemic was just months away. So, when lockdown one meant she had to shut her doors, she didn’t yet have a solid client base to fall back on.

Today, she’s transformed the business into a thriving hub of beauty and science. We caught up with Edina to find out her story and see how she’s getting on at The Brentano Suite.

How Did LD Aesthetic Clinic Begin?

Before launching, I spent about 25 years working in training and development. I helped global giants from the oil and gas industry build strategies and achieve their business goals. This experience has helped me a great deal in realising and managing LD Aesthetic Clinic, especially during one of the most challenging periods in our lifetimes.

Then, about five years ago, I had a personal health challenge. I managed to overcome it, but I decided to swap the big corporate boardroom for my clinic offering non-surgical, non-invasive beauty procedures and weight loss treatments.

That colossal change in direction was the obvious way forward for me. My great passion has always been microbiology and the science of body cells.

Can You Tell Us About How You Launched?

At this stage of my life, I did not feel I could devote a decade to medical studies. Instead, I turned to advanced training to gain knowledge and expertise in the field of aesthetics.

Despite many people around me saying I was foolish to leave stability and security, I launched LD Aesthetic Clinic in November 2019. I opened the doors of my dream business in January 2020…but then lockdown happened and we had to shut three months later.

Like for many other small businesses, this was devastating. Having made a huge investment in training and equipment, lockdown felt like a breath-taking blow.

That Must Have Been Especially Hard As A New Business.

Yes, the first lockdown was initially quite detrimental because LDA was a brand-new business and had no established client base.

Like everyone else, we closed our doors and locked up without even a faint light at the end of the tunnel. However, I didn’t give up. I started communicating regularly with a few existing clients and lots of potential clients via marketing and social media campaigns.

One of the promotions was “don’t worry about lockdown, eat what you like, do what you need to, and we’ll take care of your fat when restrictions are  lifted”. It was a hit! Our treatments are all about destroying unwanted fat and contouring the body.

Future bookings starting to trickle in and slowly it became a healthy flow.

What Is Business Like At The Moment?

It’s incredibly busy now! When I look in my diary, I haven’t got a single space available for weeks to come.

Wow! Any Secret Tips You Can Share?

Well, marketing and promotions are not simply an expense, they’re an investment when done properly. We use different market-leading platforms to advertise the business, such as Wowcher and Treawell. They provide a huge platform for a very, very wide marketplace.

I’d be more than happy to help other businesses utilise those in a way that works for them, if anybody wants to have a chat, feel free to call.

What Is It That Makes Your Business Special?

Understanding the uniqueness of our treatments and explaining that to the client. For any business, especially in the service industry, it’s all about customer service. It’s the time and attention you devote to clients in a transparent environment that makes the difference between a good business and an exceptional business.

So, when our clients come in for an aesthetic treatment, we make sure that education is part of it. We talk to them about how to get better results in the long run.

What Are Your Plans For This Year?

It’s more machines, more treatments, more people, and more treatment rooms. That’s the plan that I’m working towards and the vast majority of it should be realised by the end of the year. After that, it’s about growing the business in the same way.

I’m training a number of people, so the prospects for the business are growing. This year will be all about training and preparing others to join the business.

While prospective therapists need to perform the best treatments, it’s the additional side that makes the difference. It’s laying the values that I want LD Aesthetic Clinic to have, being all about clients. We have to provide the same level of service, no matter who performs it.

Then, there’s a whole array of technologies and equipment in this field. It will be good to work with a wider range of treatments that have instant results.

Where Does The Brentano Suite Fit Into LD Aesthetic Clinic?

Since I first started the business, it’s been a relationship made of magic. The Brentano Suite has been the difference between closing the business at the very beginning of the first lockdown and having a successful business today.

They were very flexible and understanding, and we came to an agreement so everybody could see the light at the end of the tunnel. They were willing to say, “don’t worry, we will support you and help you” and that made such a huge difference for me to carry on.

The other part is the customer service. As I said, it’s a key value of my business. Being on my own most of the time, it would be impossible for me to achieve the highest levels of customer service without additional support from The Brentano Suite. Also, the look and feel of the office environment is so luxurious and it’s incredibly well looked after.

It’s all part of the experience for my clients and it works like magic.

So, What’s Next For LD Aesthetic Clinic?

The idea is to stay with Brentano for as long as I possibly can. No matter what happens with the business, where I eventually expand into, I would like to keep my base here. Brentano is like a token of good luck! 

You can find out more about LD Aesthetic Clinic via their website.

To find out more about our tenants, have a look at our latest articles.

The Happy Puzzle Company say they aim to create happiness, one puzzle at a time. We chatted with Managing Director Gavin Ucko about how they’re achieving their mission in a year of lockdowns and restrictions.

With so many diverse companies within our walls, it’s always fascinating to catch up with our tenants. 

The Happy Puzzle Company has a unique story, successfully navigating the turbulent waters of 2020, to come out the other side with doubled turnover and a base of loyal customers. 

However, it’s not been a straightforward journey……

How has The Happy Puzzle Company evolved over the years?

Well, I founded the Happy Puzzle Company in November 1992, so we’ve been going for nearly 29 years now. We started by doing puzzle birthday parties! Well, when I say we, it was actually just me running it part time to earn some extra pocket money. Over the years the business evolved and in 1999 we started our first mail order catalogue.

Then, about 10 years ago, we started manufacturing our own puzzles and games across the world, launching them in different countries. Today, our products are available in 33 countries worldwide, including America where we’ve made enormous strides. America really is a golden opportunity. 

We hear you’ve won several awards too! What makes The Happy Puzzle Company stand out?

I think we have an absolutely amazing range of puzzles and games. We’re also a people-focused company, our customers can talk to us or even just send us an email to say hello. When we ship an order, every customer gets a little note with my email address so I get 100 to 150 emails a week like that!

Tell us more about your puzzles and games

Everything is designed to help families develop their thinking skills and absolutely nothing we do involves batteries or electronics. 

It’s all about getting people thinking with their heads and using their hands. When you do a puzzle, you can actually do it together as a family and look each other in the eye. 

How important is that at the moment?

It’s never been more important. The Happy Puzzle Company’s social purpose is based on creating happiness. We live in an age where people’s mental health is really suffering. 

It’s an instant gratification society where you have to reply to WhatsApp messages within seconds, where being pulled apart from your device is terrible, where kids get fidgety if their phone buzzes and they can’t look at it immediately.

So, we’re all here to help people’s mental health through puzzles. We say we’re “creating happiness one puzzle at a time”, because Rome wasn’t built in a day. 

I recently published a paper about how the jigsaw puzzle could save humanity in the long run. Because, people are so bored in lockdown that they’ve turned back to jigsaw puzzles and they realise they actually love doing them. We now sit down and spend time doing a puzzle together, which is a beautiful thing.

Tell us about business during the pandemic

At the start of March 2020 we didn’t produce our usual spring catalogue. There was just so much uncertainty. But as we went into lockdown I noticed that sales were going in completely the opposite direction to what we would’ve expected. Usually people spend their money on puzzles and games in October, November, and December, not in spring. But there was a steep upward line on the sales graph.

The problem was, how could you work out what sales would do next? If people start to lose their jobs they won’t have money to spend, so should we invest more and risk being left with lots of stock during a recession? The answer is nobody knows. So, we stopped trying to predict what would happen. 

How easy has it been to keep up with such a high volume of orders?

Our turnover has more than doubled in the last year. We actually could’ve done far more but we were simply restricted by the amount we could produce. You can re-organise lots of aspects of business in light of the pandemic, but you can’t change everything.

Jigsaws, for example, became complicated. We make our own jigsaws but the equipment that’s used in the manufacturing process is big, serious equipment which is nailed to the floor. When you need to socially distance, there are suddenly less people involved in the process which dramatically reduces the number of puzzles you can produce. 

Shipping was really problematic at times too. We even had vessels dock only to be refused and sent away halfway through unloading. It was chaos!

What do you think will happen post pandemic? What’s next for The Happy Puzzle Company?

We need to make sure that people don’t slip back into old habits when we come out of this horrible situation. It’s going to be really challenging, but that’s why we’re here and that’s what we’re trying to do.

We have some things in production that I’m really excited about at the moment. Some of these we’ve never done before, like physical handheld wooden brainteasers. They’re fantastic and I’m itching to see what we can do with them. 

Tell us more!

Well, our highly successful genius collection currently has a new challenge under development, plus we have also launched the worlds very first to create your own optical illusion set . It’s just brilliant and we can’t wait for people to try it. 

How has The Brentano Suite helped you thrive as a business? 

The Brentano Suite is the polar opposite of what we came from. Before, we were in a cluttered 4000 ft.² warehouse, and only really using about 500 ft.². It was cold and expensive. 

Now, we’re in a prime location and our office is a sea of natural light. People are happier coming to work where they can walk in and know they’re being looked after. Everything looks beautiful, there’s lots of smiling faces, and Greg is on patrol making sure everything goes smoothly.

It’s also great to know you’ve got the suites just downstairs for your meetings and a kitchenette to grab a coffee. Sometimes, it’s just nice to have a little change of scenery.

It’s a really friendly environment. I think everyone feels like they’re part of a something together here, it’s lovely.

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