“I have to protect my staff, my family and our customers, so we’ve had to make adjustments. Having the new terminal has been great, especially because our customers can pay with contactless and don’t have to handle the device.”- Richard Lupton, owner
Lupton’s butcher shop is renowned for its homemade steak pie. The shop has been a local fixture on the Southside of Glasgow since 1977 - just around the corner from the national football stadium, Hampden Park. It was founded by Jeffrey Lupton, and has stayed in the family, being run now by his son Richard Lupton. The shop makes a special 'Desperate Dan'-sized steak pie for Hogmanay, which is a customer favourite. The vast selection of fresh sausages, sliced sausage and pies are all made on-site using meat from local suppliers. The busy shop is a staple of the community and beyond the core family, Lupton’s loyal staff have, in cases, been with them for decades.
"I shop at Lupton’s because I believe in supporting local businesses who have served the community for a long time. The staff are knowledgeable, and friendly and always cracking jokes. And the steak pies are the best!”- John Brawley, customer
Lupton’s is a busy shop serving queues of customers daily and aims to provide customers with quick service. The payment terminal that Lupton’s had didn’t work properly and was very slow in processing transactions, increasing queuing time. As well as the slow processing, the terminal and service was quite expensive and the customer service poor, with Richard being unable to resolve issues over the phone. The business was suffering the consequences of longer queues, poor customer experience with payment and a large price tag for a solution that wasn’t working. It was time for a change.
“The old terminal was very slow and it was very frustrating for us, especially at busy times. We’d phone customer service and you could never get someone on the other end of the phone.”- Richard Lupton, Owner
One of Lupton’s loyal customers, an Elavon sales manager, offered to help the shop and find a payment solution that was right for them. Elavon set-up the shop with a GPRS terminal and ability to take contactless payments. The increased speed of transactions and ability to take contactless payments keeps queues moving.
“This payment terminal is lightning fast and with Elavon’s competitive rates, we’ve been able to enjoy savings as well!”- Richard Lupton, Owner
In light of COVID-19 and the changes it brought, Lupton’s had to adjust their business to ensure the safety of staff and their customers. The shop remained open throughout the pandemic and experienced an increased volume of business as people increased their cooking at home during lockdown. The shop serves customers at the door and customers aren’t permitted on the premises in order to reduce risk. The portability of the terminal has ensured no interruption to payments as the customers can pay at the door without entering the shop. The contactless feature has also been very useful as it reduces the contact the customers have with the terminal.
“I have to protect my staff, my family and our customers, so we’ve had to make adjustments. Having the new terminal has been great, especially because our customers can pay with contactless and don’t have to handle the device.”- Richard Lupton, Owner
Lupton’s historically saw 65% of its sales to be cash transactions, now, with the card machine and COVID-19 trading conditions, 65% of the transactions are made by card or contactless. The reduction in handling cash has further helped to lower the risk for customers and its staff.
The small business is thriving despite all the challenges and continues to serve its local community.
Richard chose Elavon based on a recommendation of a loyal customer and has benefited from competitive rates, transaction speed and great customer service.
“The customer service has been great, and everything has been running smoothly and we are very happy that we’ve switched to Elavon.”- Richard Lupton, Owner