Horticultural business consultant Mark Pitman joined the Garden Centre Association’s inspectors earlier this year.

An accomplished leader from horticulture and wildlife sectors, he brings more than 40 years’ experience from operational management, retail leadership, environmental stewardship and executive positions to the role.

“Mark will be integral in helping us ensure consistency and high standards through our membership and will visit some 40 of our members’ centres this spring,” CEO Peter Burks said at the time, “scoring each one against given criteria, using our detailed inspection form, and giving objective and honest feedback on what he has seen. He will also make presentations at our regional meetings this summer and during our annual conference in January 2027.”

Most recently, Mark had spent six years with Wildlife World Ltd (2019-2026), first as general manager and later as managing director of both Wildlife World Ltd and The Wildlife Community Ltd, the organisation’s retail operation.

During his tenure, he strengthened operational performance, expanded product innovation and helped grow the company’s reputation as a leading provider of sustainable wildlife products, the GCA states.

Leading Growth

Before moving into wildlife-focused leadership roles, Mark built a 23-year career with Hillier Garden Centres, progressing from garden centre manager to retail operations manager. He later brought his horticultural know-how to Waitrose’s Longstock Park Nursery, where he led nursery and landscaping operations for six years.

A non-executive director of the Horticultural Trades Association, Mark says: “I’m thrilled to be working with the GCA to maintain their high standards of excellence in retailing across all members and to be able to bring my experience to the role.

“It’s going to be very interesting and I relish the opportunity to go out and visit centres and chat to members in my new professional capacity.”

Through sharing information and its inspection programme, the GCA helps members achieve high standards in customer service, plant quality and reliability.

The Landscaper spoke to Mark to learn more about how it works.

Why is the inspection process important?

“For member centres it’s really important to have a benchmark inspection at the peak trading period of the year, to ensure membership standards are being met, and constantly improved on. It allows for sharing best practice across the members, so all can benefit to build more profitable businesses.

“Most importantly, GCA inspectors look at the centres ‘as they find them’, and through a customer’s eyes at all times – very different from internal inspections/audits.

There are no trick questions, the visit is unannounced, and we look at the customer journey, the shopping experience and product availability, access, presentation and highlight good practice/innovation when we see it.

“We feed back to the staff team on the day of the visit and the full results are available a few weeks later. Members can use the inspection as a means throughout the year to self-audit and constantly improve and of course the regional and annual awards celebrate those achievements.”

What key criteria are included within it?

“We look at all areas, starting roadside and moving through the car park, entrance and then each department in turn – plants, seasonal, garden care, pets, and so on, including the cafe and any concessions accessible from the main garden centre flow route, through to the tills and exit.

“We engage with staff and customers during the visit, as it all builds a picture of the experience. We also review social media, websites and members are sent a number of emails prior to a visit to see how that customer experience works, and whether it would prompt a visit.”

Which inspection criteria apply to landscaping provision and which are most important for these buyers?

“How easy is it to purchase the products, which are bulky and difficult to handle at times, are there trolleys available, is there a home delivery service, can I easily see all the products (are there sample bags open), is the POS clear and easy to understand and does the store make it easy for the customer to work out the volumes of product they might need to cover a certain area, for example. Does the area inspire with demonstration sections so I can see the products in situ?”

How has the inspection process evolved over time?

We share photos of each visit via an online system but the inspection process has come on in leaps and bounds.

My previous experience was filling in the inspection form on an Excel spreadsheet; now we have a tablet-based form, which is far easier to complete, with easy 1-10 grading, a section for comments (which you can even do using voice commands), the form is uploaded to our system and once complete and submitted, members can view their scores and form via our website – far easier, consistent and professional.”