Local Andover business, Mooch, is celebrating a remarkable milestone this week, marking 20 years of trading. Founded by George Roberts, the boutique shop has become a beloved fixture in the town centre, known for its eclectic range of products, welcoming atmosphere, and customer-centric ethos.
When asked about her vision for Mooch, George reflected on why she opened the store. “I hated going shopping in places with no atmosphere or customer service, so I decided to open my own shop. I wanted it to be engaging, fun, and stocked with interesting, different products. I’ve always felt that shopping should be a sociable experience, and I’ve aimed to make Mooch a place where we interact with our customers and give them what they want. It’s been a learning curve, but I think we’ve struck the right balance.”
George credits much of Mooch’s success to her dedicated team of staff. Emma Baker, who has worked at Mooch for over 20 years, and twins Vicky Coulson and Julie Penfound, who have been with the business for over six years, are key figures in the Mooch family. “I’m incredibly lucky to have such supportive and creative people working with me,” says George. “They appreciate our customers as much as I do, which is key to our success. Our fun and friendly approach is what sets us apart.”
The personal touch is something that Mooch customers value deeply. “Customer engagement, great service, and a good sense of humour – those are the keys to our loyal customer base,” Roberts shares. “We work hard to get customers what they want, even if we don’t stock it, and we love having a chat and a laugh with everyone who comes in. It’s like seeing friends every day.”
One of Mooch’s standout features over the years has been its stunning window displays, which have consistently lit up Andover’s High Street and brought joy to passersby. These creative and eye-catching displays, meticulously planned months in advance, are a key part of the shop’s identity. “Our windows are legendary,” says Roberts. “We put a lot of effort into them because they’re what draw people in, and the feedback from our customers makes it all worthwhile.”
The Christmas window, in particular, is always a highlight, capturing the festive spirit and bringing smiles to the faces of children and adults alike. “Seeing kids’ faces light up as they look at our Christmas display makes me happy every year,” she adds. “It’s moments like that which make all the hard work worthwhile.”
Despite its success, the journey hasn’t been without its challenges. From rising costs to the impact of the COVID-19 pandemic, Mooch has faced significant hurdles over the years. “Covid hit hard, and we had to adapt quickly,” recalls George. “We launched our first website in the same week we closed the shop, which was completely new territory for us. But we survived by adapting – something that’s easier to do as an independent business. We know our customers, and we listen to them.”
To celebrate this 20-year milestone, Mooch will be offering 20% off everything (except Jellycat products) on Friday 20th and Saturday 21st September as a thank you to the customers who have supported the shop over the years.
Mooch has been a constant in Andover’s changing retail landscape, with George noting how the business has adapted to the rise of online shopping. “We’ve proved that the High Street isn’t dying. People still enjoy the physical interaction of shopping – seeing and feeling products and chatting with us. Since reopening after lockdown, we’ve had so many customers say they’re glad we’re still here and that they want to support local businesses.”
As for what keeps her motivated after two decades in the business, George says it’s the feedback from customers. “Hearing people say ‘Please never close’ or ‘Thank goodness we have a shop like yours in Andover’ keeps me going. I also love the interaction with customers and my staff. It’s like having friends to talk to every day.”
Reflecting on Mooch’s impact on the local community, George humbly acknowledges their efforts to support local events and schools through donations. “These are our customers of the future, and we value the community spirit of Andover. There are some fantastic independent shops here, and I think we’ve shown that customer service is what makes businesses last.”
As Mooch looks to the future, George Roberts remains focused on keeping the shop’s identity fresh while staying in tune with customer needs. “We’re always looking for new and exciting products, and we listen to feedback from both staff and customers. It’s key to staying ‘on trend’ – even now that I’m a pensioner!” she laughs.
Mooch’s 20th anniversary is a testament to the hard work, dedication, and passion of George and her team. And with the continued support of the Andover community, Mooch looks set to remain a cherished part of the town centre for many more years to come.
For anyone who has yet to visit, George has a simple message: “Come and find out what makes Mooch special.”
