Letters | COMMENT AND OPINION
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PRODUCTS & SUPPLIERS
Appliances – are they worth it?
AS A kitchen retailer, I have tried my best to give the customer a ‘one- stop-shop’ where they can get all our services and goods project-managed
and together
under one roof. I have found it becoming harder and
harder in an already tough appliance market, whereby we give up valuable showroom space to have appliances on show only for the customer to trawl the internet for a deal and cut us out. We now incorporate the whole price, including the appliances, in our fi nal quote and don’t break it down unless asked to do so. This works fi ne until the appliance
fails and we have to arrange a service engineer for the customer. To give you a recent example, we had a customer ring me with a fault on their washing machine from a well- known brand.
I told the customer I would contact
the service centre on their behalf and arrange everything for them and not to worry. How wrong was I? I was on hold for 32 minutes only to be put through to somebody that obviously didn’t want to be there, judging by their lack of customer skills, telling me they were extremely busy. He said he would ring the customer to arrange an engineer visit on Tuesday
Why you love our podcast…
About time :) Very good podcast with knowledgeable
and experienced
presenters. Episode one was very insightful. Would love you to do an in-depth look at the “design fee”. Your guest sparked quite a reaction that deserves more discussion. Episode two kept up the pace with
an interesting chat on design trends. I’ve been wondering when you
would do a podcast to go with the magazines for a while. Congrats for getting started and I’m looking forward to future episodes. Keep up the good work. By M_Buckers
A must for all design lovers Loving this so far. Really enjoying the variation in episode style and the topics covered in this podcast. Lots of knowledge and experience in there with really interesting points of view – it’s already given me some ideas. Looking forward to tuning in for more. By Interiors geek
December 2019 · kbbreview
Informative and interesting A very interesting episode listening to all the editors from the various magazines. Interesting to hear their views on design innovation and upcoming trends. By Woodward A
Interesting chat Easy listening and good range of experts in the fi eld. Two eps in and enjoying so far.
By Pluggedincommuter
Great for anyone into kitchen and bathroom design Just caught up with all the episodes so far.
Really interesting, full of
experts and different points of views. Looking forward to see what comes in future episodes. By Design Design
Can you afford not to tune into the Kitchen & Bathroom Design Podcast? I particularly loved the With a Little Help From My Trends episode. They were looking at trends, specifi cally at how they infl uence the consumer and what role the design expert needs to take in curating the sheer volume of choice consumers face when they do a new kitchen or bathroom. It features multi-talented Hayley Tarrington-Robson of Day
True
Interiors. We can learn a lot, with a little help
from our friends. By Sofi a Charalambous, co-founder Bathroom Origins
between the hours of 8am and 8pm. The customer rang the service agent
at 11.30am only to be told they didn’t have a log of the issue and so wouldn’t be sending anyone. You can imagine the conversation the customer had with me about the lack of organisation and who would be paying her for her now two days off work. It’s hard enough selling appliances at
a reduced margin for the distributors, without the after-sales service letting us down badly. It makes me question if it’s worth
trying to be a one-stop-shop or should we just give in to the internet? This is not the fi rst time I have been left hanging on the phone for a long period of time with these service- centre numbers and I’m sure it won’t be the last. Can you imagine what the customers think of this service and unfortunately most of them think it is us. They need a good shake up. Rant over.
Jimmy Carter, owner, Kitchens by Design, Leeds
Interview: Insinkerator ‘It is our mission to be able to help our consumers to be sustainable’ pg 32
Analysis: The Internet How to make your website and social media a key part of your marketing mix pg 34
Food preparation A generation of homeowners for whom dining in is the norm needs the latest appliances and gadgets to help them pg 44
En suites/cloakrooms We look at the latest compact solutions for these challengingly small spaces pg 48
WANT TO TELL US YOUR BUSINESS SUCCESS STORY? EMAIL THE EDITOR:
rebecca@kbbreview.com
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