Adopted Retailers
Tim being a self-employed business owner versus a fully fledged business with divisions,” she says. “That’s been the biggest lesson in the last year.”
Building the business Growth has naturally brought new challenges. Artis Bathrooms has recruited
additional showroom support and is looking to strengthen the team further, allowing Mason more time to focus on design while Haddock concentrates on the wider business. Alongside recruitment has come a greater emphasis on financial visibility
and systems. “My biggest lesson has been knowing the day-to-day figures and getting systems in place,” says Haddock. “I’m just really focusing on the efficiency of knowing the day-to-day ins and outs, as opposed to just having it in my head. I think that’s a lesson for any owner that’s expanding.” The pair are refreshingly open about the realities of running an independent business. “You’ve got to have a level of being reactive,” says Haddock. “There’s always something to learn. There’s always something to change or alter.” Another topic prompting discussion for retailers is whether to introduce a design fee. While Artis Bathrooms doesn’t currently charge for design, recent experiences have made the conversation increasingly relevant. “As the person who spends hours designing, I’d say charge,” says Mason. “If you went to an interior designer or architect, you wouldn’t expect all that work for free.” For now, the business has decided against introducing a formal fee, but both agree it’s something they’ll continue to review as the company grows.
Relationships matter If there’s one recurring theme the team at kbbreview hears when talking to retailers, it’s the importance of partnerships – whether that’s with customers or suppliers. “What we look for in suppliers are real communication and trust,” says Haddock. His installer background means he sees supplier performance through
a different lens. A damaged product isn’t simply an inconvenience; it can bring an entire installation programme to a halt. “If a bath takes six weeks to come in and arrives damaged, I’m the one who has to tell the customer their installation is delayed for another six weeks,” he says. “Problems happen – it’s just how you deal with them.” Rather than expecting suppliers to be perfect, Artis Bathrooms values those willing to work collaboratively to resolve issues. “Some of my favourite reps are the ones who’ll say, ‘I don’t know the answer, but give me two minutes and I’ll come back to you’,” says Mason. “It’s about working together for a solution.” The same customer-first mentality also shapes how the retailer
approaches supplier price increases. Where possible, Artis Bathrooms looks to secure products ahead of announced rises or hold pricing for trusted trade customers to give them additional certainty on larger projects. The business is also seeing clear shifts in customer demand. Wellness
continues to shape and grow as a category. Following plans to expand the showroom with a dedicated wellness area, customer interest in steam rooms, compact saunas and hygiene-focused products continues to increase. “I think people always assume it has to be spa-sized,” says Mason. “It’s nice to show that these products can work in a normal home.” For both Haddock and Mason, however, the biggest achievement isn’t
a new display or the latest design trend. It’s recognising that growing a successful independent retailer requires a different mindset to launching one. As the business continues to mature, the challenge is no longer simply winning projects – it’s building the systems, partnerships and people that will support the next stage of growth. kbbr
There’s always something to learn. There’s always something to change or alter
" August 2026 kbbreview 59
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