p08 BKU-DEC21 BKU BLUM Q&A_bku 04/12/2021 11:49 Page 8
Q&A BKUQ&A Meet the Sponsors
Our BKU Awards sponsors contribute so much to making the Awards the success they are. In our first Q&A piece this month, we go in-depth with fittings manufacturer Blum, sponsor of the Best Retailer for Customer Services Award.
Tell us about your company Blum is a family owned business, now onto the third generation, which started in 1952. We manufacture fittings for the furniture industry, with three main products, hinges, pull-outs and lift- systems. But as a company we are so much more than that. Services and tools are as important to our customers, and we endeavour to provide consistent service to everyone who touches our products, from manufacturers, through retailers and fitters to the end-consumer. Our motion technology is also second to none. We have 8 manufacturing plants in our home town of Vorarlberg in Austria, with additional sites in the USA, Poland and Brazil. We supply more than 120 markets around the world, and employ over 8,800 people.
Why was it important for you to sponsor an award this year? We all know how difficult the last 18 months have been, for all industries including the kitchen and bathroom industry. So, at Blum we wanted to show our support for our industry as we come out of the pandemic. As mentioned, we consider services to be as important as our actual products, thus it makes sense for us to sponsor the Best Retailer for Customer Service award at the BKU awards. Customer service is as much about explaining the difficulties we are facing, as well as providing the best support possible to a customer.
What lessons do you think can be drawn from the pandemic? How will they inform your plans going forward? All businesses have had to demonstrate their ability to adapt in this pandemic, and the surviving businesses are the ones with flexibility and quick reactions as part of their day to day business model. These need to be honed to a greater degree going forward. Although we don’t know what to expect, I think we can be confident that more challenges will arise.
The KBB market has shown itself to be resilient to the immediate effects of the pandemic, but do you see any longer-lasting issues which could cause problems in the future? Yes the KBB industry has probably had a “better” pandemic than other sectors. With lockdown consumers had more readily available cash – due to the suspension of holidays and leisure spend - so were able, and eager, to invest in their homes. However, paradoxically, this has led to the problems we, as an industry, are now facing. There is a huge shortage of skilled labour, particularly fitters, and of course there have been
8 BKU DECEMBER 2021
massive supply issues, from chipboard and steel to even plastic and delivery issues. Any business is only as good as its people, and
we don’t see the recruitment problem being solved any time soon.
What is the driving factor behind your brand’s success? I think we have 3 strengths. First of all we invest massively in our apprentice scheme. At the moment we have 410 apprentices worldwide, and this has been an ongoing scheme for more than 50 years. We train our apprentices in 10 different technical processes – so there is something for everyone. Secondly we invest in an unparalleled R&D division of our business. Every new product we bring to market is tested beyond what we would consider to be its lifetime use, so we can ensure that our products do not fail. Finally, we offer a lifetime guarantee on ALL our products, which means that in the very unlikely event of failure, the whole supply chain can be confident that no adverse effect will happen.
Where do you see challenges for your business this year and next? The continuing challenge in regard to raw materials availability and the volatility of the price will continue to provide significant challenges in the next year. We have seen availability of steel in particular, but also plastic, really having an impact on our supplies, and the cost of these raw materials, along with huge increases in transportation cost mean that the cost of end- products is likely to be uncertain.
What do you think the big trends will be for 2022? With smaller kitchens, and the trend for working from home, storage will continue to be a major driver in trends for the coming year. Consumers want to be able to shut away the clutter in the kitchen, or their workstation at the end of the day, so they can have a relaxed, peaceful evening with friends. The desire to reduce chaos also extends into internals, so internal dividers, internal lighting and minimalism will also have a part to play.
What are the best things about working in the sector? The people! Our business is a human-to-human one and we always remember that everyone in business is also a consumer, so listen carefully to any advice or criticism that comes our way. With a strong team that is ready to listen, we think we have a wonderful working environment.
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