Strengthening relationships | FOCUS
lenges presented by the pandemic.
It includes a price freeze on all products for the rest of 2020, and until the end of the year we’re offering a reduced minimum spend to achieve free delivery.
Here to Help
NATALIE DAVENPORT, HEAD OF MARKETING, HÄFELE UK
across the UK, during the pan - demic we were able to look at which services and products we could introduce and bring together to help our customers get back to business.
A
The lockdown has instigated lots of new ways of working, and we knew retailers would be facing increased pressure when trying to bring in new business and complete projects with fewer team members – all while
s an agile manufacturer and supplier to inde- pendent KBB retailers
adapting to the ever-changing rules and regulations.
In response, we launched Häfele Here to Help, a dedicated package of support for our industry. The programme is designed to help installers, joiners, manufacturers and retailers to increase sales and enquiries, as well as deliver projects on time and to budget, despite the fi nancial, operational and logistical chal-
It also brings together several existing, value added services to make the design, specifi cation and ordering process as easy as possible. For example, our free Lighting Design Service provides customers with a full specifi cation and list of materials to create the look and feel required by the end user, trans forming their furniture and kitchen design. It also incorporates Häfele to Order, our made-to-order manufacturing service that allows customers to order personalised packed and – in the case of lighting – assembled and tested products for their project. Collaboration, being adaptive and
Putting our customers fi rst has never been so important
fl exible and putting our customers fi rst has never been more important. So, as the impact of Covid-19 continues to emerge, we’ve com - mitted to working with retailers, manufacturers and installers to understand what we can bring to the market to support them. And whether it’s technical, specifi cation or design support, we want to be a true extension of their teams.
It’s good to talk
SIMON COLLYNS, GROUP MARKETING AND RETAIL
SALES DIRECTOR, SYMPHONY GROUP
a stable fi nancial position, and we were able to retain all our staff. We consulted with our customers and suppliers to ensure that we met their needs, and we were able to get everyone back to work safely.
F
Throughout the lockdown, we continued to remain in contact with our customers in order to provide advice, online training and support for their business and how to maintain their profi le when showrooms were closed.
ollowing the natio- nal lockdown, we reopened in May in
We’re in constant communication with our retailers, to see how we can support them at this time. Their needs vary, so we don’t help them with a one-size- fi ts-all approach – it’s not something we’ve ever done. What is suitable for one retailer is not going to work for another, so we work with them on an individual basis and provide a support package that fi ts their needs.
This has led to a focus on, and an acceleration of, our digital activity and plans, including: • Introducing new online training courses; • Updating our installation guides across all kitchen, bedroom and bathroom ranges to make sure that fi tters have the most up-to-date information; • Updating our online kitchen visualiser to refl ect the new colours and styles that have been launched. We’ve had feedback about how useful this tool is for retailers, because it meant that even though homeowners were not able to visit a showroom, they could still see what their kitchen would look like;
• Offering advice and training to all our retailers on how to improve their online presence and reputation; • Making signifi cant changes to how our account management team work to ensure the safety of our staff and customers.
Developing relationships has always been key for our business development team, and we’ve adapted from visiting our retailers in-store, to scheduling online appointments and offering more focused and tailored meeting support. Like everyone, we are adapting to the new way of working, and have continued to introduce new ranges and colours this year. Still, the real challenge for us has been showing them to our retailers, which is why we have our virtual showroom walk-through. Anyone that has been to our marketing suite will know how much time and effort goes into the displays, which is why our virtual tour showcases all the new displays that we installed over the summer.
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