BiKBBI | Q&A
‘ It’s time to get behind installers’
Earlier this year, the results of our exclusive survey of independent KBB retailers, Damian Walters, CEO of the British Institute of Kitchen,
Bedroom and Bathroom Installation (BiKBBI), explains what the industry must do to solve the problem
Q & A
Q Why are so many independent retailers struggling to find good fitters? A The UK is in the middle of a skills gap crisis – a shortfall of competent and appropriately qualified tradespeople who are readily available. This means retailers and consumers will find it more difficult to connect with competent installers as there are fewer of them – and those that are operating are in high demand.
There is also room for change in the way retailers recruit or subcontract fitters. They should continuously evaluate their relationship with the installation process, as consumer expectations, legis- lation and other factors change. Installation is a complex beast and retailers should ask themselves whether there are other, perhaps better, ways to provide their customers with an installed proposition.
Retailers need to move quickly if they’re to maximise their chances of post-Covid-19 success. They should be
of installation for far too long. It is viewed by too many as a complicated bolt-on rather than an integral ingredient. This has to change. Manu- facturers and retailers must understand that beautiful product has to be installed by someone. And if there’s no one who can carry out that task to a standard that does their product justice, where does that leave us?
And our exit from the EU and the ongoing Covid-19 pandemic will add even more pressure to an already difficult situation.
The price paid for an experienced, professional installer isn’t just for the time it takes to install the product, but the years it’s taken to become so skilled
focusing on the rebuilding of sales and considering other options to reduce overheads.
Q Why is there a shortfall of skilled fitters? A It’s many factors – a perfect storm. The UK has failed to invest in vocational learning for decades. Apprenticeships have been viewed with scepticism or as something that’s OK ‘for other people’s kids, not our own’. This tide must turn.
The industry has failed to grasp the importance May 2020 ·
Q How can the industry solve the problem? A None of these factors are easy to overcome, but that doesn’t mean we shouldn’t make a start. The industry needs to get behind us [BiKBBI] as we are the only institute focusing on building a future workforce. Unless businesses back us, there are no guarantees that any organisation will be working on the essential initiatives needed to address these issues for the future success of the industry. Professional installers should be encouraged to join – perhaps incentivised to do so by the retailers or manufacturers they work with. Manufacturers
themselves need to engage with the BiKBBI, sharing learning and development opportunities and educating the workforce.
Q Some retailers suggest the issues stem from salary expectations that outweigh competitive selling prices of installations... A Whether we like it or not, when there’s a shortage of something, the price goes up. Think of the £10 toilet rolls during the Covid-19 situation.
What does that mean for our industry and installation? We must invest in the development of tomorrow’s workforce, as this will stabilise pricing for the benefit of all. That said, for far too long installations have been undervalued. The price paid for an experienced, competent and professional installer isn’t just for the time it takes to install the product. What you’re investing in is the years it’s taken for that installer to become so skilled.
Q Tell us what the BiKBBI is doing to help retailers find skilled fitters? A We’re developing apprenticeships for the future workforce, CPD for the current workforce and retraining for other sectors to gain some ‘quick wins’. We’re creating and developing standards, which is critical if we’re to change our reputation and attract professionals into our industry. We must have support from the industry to carry on our important work. Earlier this year, we launched BiKBBI Protected – a service that connects a retailer’s customers directly with professional installers nationally, embracing a standardised digital workflow to manage service levels and communication, while protecting both installers and their customers in a number of ways.
Retailers can point their customers towards an open pool of Protected approved installers. The customer transacts directly with the installer, using the Protected platform to manage workflow, while ensuring the retailer is included through digital communication throughout, supporting the sales process fully. This allows the retailer to focus on retailing and the installer to focus on installation. It’s like Amazon – Protected connects buyers with sellers, protecting the transaction and those key stakeholders. It now supports more than 100 independent showrooms in England and Wales.
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SUSTAINABILITY SPECIAL Pages 35-59
How taking a more sustainable approach can be good for business
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