Round-up | NEWS ‘Stay positive’ say leading retailers
THE INDUSTRY needs to stay positive and seek out any possible opportunities in the middle of the current disruption, say key retailers.
While still acknowledging that they are bracing themselves for a severe drop in footfall, many are taking a consciously constructive approach. Diane Berry, from Diane Berry Kitchens
in Manchester, has just
moved to a new showroom and said that, while it was hard to judge, she was yet to see a change in footfall. “We haven’t seen a change in our supply chain or any cancellations from clients,” she said. “But I am not naive
as I think it will come at some point. However, for the moment, we are deep cleaning all the obvious things daily, no hand shaking, cleansing our car steering wheels, avoiding crowds and generally being vigilant.” There have been some positive
signs, though, directly coming from the social distancing measures the Government has put in place. “I had clients in on Saturday who
want to order as they can’t take a holiday now so want to use the money to improve their home – especially as they will be having a clear out while self-isolating,” Berry said. “I know this isn’t the case for many as their income
‘Constant contact’ key to survival, say retailers
DESPITE THE potential effect of the coronavirus on KBB businesses, the industry is pulling together and doing whatever it takes to limit the damage. Retailers are adapting and navigating through the situation by introducing everything from utilising technology to changing business procedures.
One answer in dealing with customers who are self-isolating, or not comfortable with visiting showrooms in person, has been to offer options like digital meetings. Ian Sandford from Danby Interiors and 4 Seasons Kitchens in Leeds said: “We have already encouraged contact by FaceTime, phone calls, and e-mail wherever possible.” Other retailers are using the decrease in consumer interest and any extra time available to do other tasks. “As long as fitters are fitting and suppliers are delivering, we will be here,” said Jane Ive from Bathroom Design
Studio in Harrogate. “The lesser footfall means we can catch up
on some business housekeeping.” Through this, retailers have been to
sticking customer service best
practice and communicating with customers. “We have released a statement on our website and social media to
reassure customers who have already entered into an agreement with us and also to let people know that the showroom is open as usual,” said Emma Mcloughlin from Regal Kitchens in Chelmsford. Another way retailers have adapted is to work with staff to ensure the people and the business is not at risk of spreading the virus. Sandford has made changes to standard company procedures. “As a precaution, I instigated a shift system with our small team, to avoid everyone being in the office at the same time,” he said. “Anyone that can work from home is doing so and only coming in for a presentation, at a distance, and attending site measures only. We can survive on a skeleton staff, but not if everyone goes down with a virus at the same time.”
could be reduced and businesses will be suffering in various sectors. But it is a slightly more positive spin, as it does all seem doom and gloom right now.” For some retailers, the reality is starting to take hold. Shehryar Khan, managing director of Sheraton Interiors in Richmond, said that footfall and enquiries were unaffected over the weekend, but two provisional orders which were due to be confirmed had been postponed. “Existing projects are progressing well, albeit with slight delays on the build schedule, which is to be expected,” he said. “We had a great start to the New Year and were
planning to open another showroom in the coming months, but I’m afraid those plans will be on hold for now. Our approach will be to stay positive and keep the business open; we will be flexible in terms of how we deal with our customers’ demands and maintain our high service levels.
“I am anticipating a severe drop in consumer confidence in the short term and, depending on how long it takes for the virus to peak, then that drop will be the deciding factor for the real impact on our business and the industry as a whole. “Stay safe and stay
positive, people!”
‘Footfall already affected’ say 60% of retailers
NEARLY TWO-THIRDS of KBB retailers say that footfall has been already noticeably or significantly affected by
the coronavirus uncertainty.
In an kbbreview survey, 89% of retailers revealed that they are worried about the long-term damage to business. However, 80% of the 108 retailers
surveyed said that product supply had yet to be affected.
John Pelosi (pictured) from Caldicot Kitchen and Bathroom Centre said: “Footfall is down a little and there are certainly conversations with clients around coronavirus. With many of our clients of retirement age, they have one eye on self-isolating and are also more aware of the risks of strangers working in their homes.” The lower footfall is being felt by
everyone, with postponed or cancelled customer appointments, including visits from supplier sales reps. An unnamed sales agent told us it
was directly hitting his pocket. “Already I’ve had retailers saying that they are not accepting any visits from reps – and for an agent that is only being paid on results, this will have a significantly negative impact on my income.” While supply, as we went to press, was relatively unaffected, many
suppliers are anticipating issues and are trying to work with retailers. “Many suppliers are starting to put out information to brief us, if only to indicate they are monitoring the situation and looking to be flexible,” added Pelosi. The survey also revealed that 65% of those surveyed said they hadn’t ruled out closing their showrooms completely, with 5% already closed or limiting opening hours. Richard Miles from Benchmark Kitchens and Interiors said: “We can’t afford to just close down in case someone serious wants to spend money while they have the time off work.”
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11/03/2020 11:19 5
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