PLUMBING & DRAINAGE
BEHIND THE COUNTER: WHAT INSTALLERS REALLY WANT
What drives plumbers’ decisions at the trade counter? In an increasingly online world where research journeys often begin online, research shows that almost 70% of installers still choose to buy in branch.
focused on renewables have strong uptake. Installers are attending these and actively engaging, asking technical questions, and booking further training.
“Since March this year, overall solar PV sales have grown by 32%. There’s also been a huge irise in interest around components commonly used in plug-in solar systems, following global events and the Government’s announcement of plans to relax legislation in this area.” At the same time, use of the company’s online Solar PV Kit Builder has increased by almost 70% compared to the same period last year, as users explore system options and costs, as well as identify all the components needed for efficient, effective installation.
He says: “The renewables shift is no longer theoretical, with interest from installers translating into training, engagement and sales. Now, the focus needs to be on maintaining that momentum and supporting installers as they make renewables a more established part of their everyday plumbing and heating work.“ BMJ
T o really
understand what installers want and need from
today’s merchants, it’s important to hear directly from those on the tools. .Drawing on real
world experience, heating engineer and industry influencer Lee Brown shares what truly matters at the counter, how merchant support shapes buying decisions, and why modern plumbing systems must work in step with the way installers operate on site.
What matters most to you when choosing a merchant?
“The team and their capabilities. Personal attention and fast service matters. Building good relationships with people you trust and knowing there’s honesty on both sides is key – these relationships can last a lifetime. That hasn’t really changed over the years; if anything, it’s become even more important as jobs get busier, and time at the counter has got even more limited.”
direct sales of pipe freeze equipment but also the ancillary products and services associated with its use. It presents an opportunity to expand product offerings and establish long- term relationships with installers. For six decades now, Pipe Freeze kits from Arctic Hayes have been seen as a trusted method for plumbers and heating engineers looking to avoid draining down entire systems. The principle is straightforward and the benefits haven’t changed, but the reliability of today’s kits reflects decades of refinement. They remain as essential today as they were when they first arrived.
How do you decide whether to buy something in branch or online? “I always aim to buy in a branch wherever possible, with at least 95% of my products purchased in-store. Speaking directly to someone makes all the difference. Being able to explain what you’re working on and get face to face advice often helps you understand the product better and leads to better recommendations for the job. That personal interaction is what makes going into a branch worthwhile compared to simply buying online.”
What support makes the job easier? “The support you get from a product rep or
June 2026
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manager at the branch is invaluable. Having that backup gives you real confidence, especially on more complex installs. Dedicated merchant support teams from manufacturers, like those Wavin has in place, help ensure installers and merchants have the right product knowledge and technical backing.” “Roadshows play a big part in this too. Events such as the recent Wavin and Milwaukee Wolseley Plumb Centre Roadshow give installers hands on access to products, clear demonstrations and practical advice. I recently helped run demos at
the Doncaster branch, passing on real world expertise from site and sharing product knowledge that installers could take straight back to the job. That kind of face to face learning builds confidence and helps make sure products are used properly on site.”
Which systems or solutions do you rely on?
“New products like Wavin Hep2O keyless fittings really help to make installs quicker and simpler. On the admin side, platforms like Powered Now also make a big difference, helping manage jobs, quotes, and invoicing. Together, having reliable, easy to install products on site and simple job management tools off site helps reduce stress, save time and keep work running efficiently.” For today’s installers, loyalty isn’t driven by price – it’s built on trust. As Brown emphasises, it’s about knowledgeable people behind the counter, honest advice when it counts, and products that work first time, every time. BMJ
Instagram account @thepeakyplumber 41
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