INDUSTRY VIEWS INDUSTRY Service Needs to Be Consistent
Distribution and service go hand in hand. However, good customer service – the backbone of any distributor’s business – can often be surprisingly lacking or merely given lip service. Hackneyed phrases like ‘number one for service’ splashed across marketing materials do nothing to entice customers, and perhaps more importantly get them to return, if this isn’t backed up in reality. To deliver excellent service levels, it is important to get into the mind of the retailer, to understand how their business works and how the role of the distributor fits within this. Retailers need to know that they can get products when they expect them, but a distributor’s service needs to go beyond this too. Good, tangible customer service is all about building a strong working relationship between distributor and retailer and investing behind the scenes to ensure that a high level of service can be delivered consistently. Whether the investment is in staff, technology, digital touch points or logistics, consistency is key to gaining customer loyalty.
Building relationships and continually investing in delivering the very best service is the secret to Waterline’s ongoing success. Going above and beyond to distribute not just the quality products that retailers need, when they need them, but to provide a service they can always rely on. The best judges of our success are our customers of course; Waterline has a customer satisfaction rating of 95% - consistently.
The Kitchen Buying Group Securing Sales
It is in our
understanding that consumers go to, on average, four showrooms before committing to buying a kitchen or bathroom. Therefore, it’s important to ensure that your products and services have the edge to enable you to secure the sale. There is often a reluctance among retailers to follow up on a quote; make this a priority in 2024. Don’t be afraid to pick up the phone and ask the customer for feedback on a quote. Continually investing in sales training/refresher courses is another
VIEWS
Comment by Bill Miller, Managing Director, KBBG
way to ensure your team is at the top of its game. Additionally, having a competitive finance package available is often key in helping consumers to commit to a purchase.
Finally, always proactively promote your business. Update your website regularly, ensure your social channels are active and introduce yourself to other local companies to benefit from reciprocal business. Engaging with a lead generation company is also an effective way of gaining new business.
Comment by Michael Marriott, Finance and Commercial Director, Waterline
Conscious Consumption to Drive 2024 Bathroom Trends
“While bathroom trends evolve year to year, a focus on conscious consumption is set to stay. As households across the country continue to search for ways to save money in their everyday lives, the bathroom space can play a key part. “While smart thermostats and energy efficient windows are some of the most common upgrades throughout the home, smaller, simpler changes can also make a notable difference. For instance, the incremental benefits of employing tactics such as air- drying towels instead of using a heated towel rail, or setting a timed thermostat to ensure the bathroom is heated only during peak hours, can all add up. “Taking it one step further, we expect bathroom products like electric showers that are energy efficient to run and use less water than a typical mixer shower, allowing consumers to shower with a cleaner conscience, to thrive in the new year.”
Comment by Neil Wilson, Senior Marketing Manager, Triton Showers BKU JANUARY 2024 5
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