Prasanna Kapilan is relatively new to the world of retail. Yet her commitment to serving the needs of the local community has quickly paid dividends.

When Prasanna went on maternity leave, the imminent arrival of her firstborn wasn’t the only dramatic change on the horizon. Instead of returning to her old role in hospital administration, she chose to venture into the unknown and test her entrepreneurial flair.

“I used to work within a clinical trials department, so having a store with a Post Office is a slight change,” she said. “I thought it would be better and more flexible for me as a mother. I wanted to make my own decisions.”

The two years since Prasanna and her husband purchased their Cambridge store have been characterised by hard work, customer research, and – perhaps most clearly – a real sense of community spirit. By throwing themselves into local life, the pair have been rewarded with a burgeoning enterprise – and a growing sense of pride.

“By providing the service that we do, we really are valued,” Prasanna explained with pride.

Change a-plenty

The couple have been keen to put a personal stamp on the store. First up was a rebrand; the Premier store they bought now bears a Costcutter logo. The change prompted an increase in footfall, but Prasanna attributes this mostly to the time the pair have taken to listen to their customer base.

“We make a point of chatting to customers every day, getting to really know the locals,” she said. “We built a list of things customers wanted, then sourced the products. For example, there’s a large Polish community here, so we stock Polish groceries to reflect our clientele. One of our customers really wanted to be able to buy fresh Italian bread, so we managed to find a supplier. We’re asking what they want and then providing it. It’s simple.”

To raise awareness of the Post Office services on offer, Prasanna often collaborates with the local church. A stall at a business fair has also proved a valuable way of spreading the word, with Prasanna regularly attending to hand out leaflets.

The store’s location has also been an asset.

“Being positioned next to a local school is really helpful,” she said. “Our leaflets are in the staff room, as well as in places where parents often congregate. Spreading the word is incredibly important.”

While it might seem that Prasanna is simply a savvy marketeer, it is wearing her heart on her sleeve, which has made the biggest difference.

“With the church, I did community service with my staff,” she explained. “We needed to show we are giving to the community and that we are there to help them, not just to sell stuff. My main focus is to engage with people so they trust us and keep coming back.”

Prasanna’s top tip for new business owners is to focus on community engagement and “always take the time to have a chat”.