FOCUS | Strengthening relationships
‘We stand ready to support our dealers’
MATT PHILLIPS, HEAD OF UK OPERATIONS, ROTPUNKT
A
key part of our strategy is a commitment to support our UK Rotpunkt family to the full, so we invested in a bespoke training programme during lockdown, so that retailers could hit the ground running when their showrooms could reopen. We kicked off the fi rst online training seminar via Zoom on ‘Handleless Kitchens’ at the beginning of April, scheduling the seminars every Wednesday and Friday at 10am and 2pm to safeguard our retailers and provide them with practical resources at this critical time.
Over the next nine weeks, we conducted a total of 38 half-hour sessions throughout. We covered a range of business fundamentals in each session, including new skills and product updates, along with topical industry discussion on the latest business challenges presented by coronavirus and the path forward. We
felt this was the best way to interact with over 100 of our UK dealers and to show our thanks. We even decided to run a quiz where a lucky dealer won a luxury hamper.
After lockdown, we protected our retailers by ensuring that visits to our showroom at Hausmesse [see pages 28-32] could take place as safely as possible, by appointment only for ease of contact tracing and social dis - tancing, with strict Covid-secure measures in place, such as face masks, hand sanitising stations and fl oor markings for safe browsing. Going forward, we stand ready to support our UK retailers using the best of modern technology, time-honoured forward-planning and customer service in any way we can, having seen an extremely positive response to this year’s initiatives and ensuring that sustainability and fl uidity are fi rmly established as design fundamentals in 2021.
‘It’s underpinned
the need for closer ties and stronger partnerships’
AMIR RESKE, MANAGING DIRECTOR, CAESARSTONE
O
ver the past seven months, we have all had to adapt
our personal lives as well
as our businesses, and unfortunately, the future remains uncertain.
At Caesarstone, we’ve tried to take a pragmatic approach to our business relationships, big and small, seeking to provide relevant and useful support, almost at a bespoke level, where and when it has been needed for our various fabricators, kitchen studios and other industry partners. We operate in an ecosystem that is reliant on all stakeholders being able to cooperate and play their part. Building and maintaining trust for a long-term relationship is more
44
Those that adapt, build strong, long- lasting relationships, and collaborate will survive and prosper
important than ever and transparent dialogue between suppliers and retailers is essential if our industry is to come through this diffi cult time in good shape. There have been frustrations. Inevitably, however, this only serves to underpin the need for closer ties and stronger partnerships. We have adapted some of our usual processes in order to respond to the changing market and assist our customers. We have bolstered our HQ team with operations, sales support and fi nance heads, which is helping to deal with account enquiries, speed through trans- actions and set up new account
partners more effi ciently. We have also made changes to our operations team, taking on new trucks and drivers to provide additional delivery support that partners need right now. Revisions to delivery schedules and proactive fi nancial solutions have also been put in place to tackle increased demand. Furthermore, we have provided increased support to our KBB studio partners by ensuring additional FOC material for display purposes, special demands or limitations.
There is going to be a long-term economic impact of Covid-19, let alone Brexit. However, I strongly believe that those that adapt, build strong, long- lasting relationships, and collaborate will survive and prosper.
· November 2020
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