When You Look into Your Showroom Do You See Surprise and Delight?

Great showrooms are memorable. Good showrooms have a few go-to product lines. Bad showrooms are well, boring. I believe those that take risks with their product presentations are more memorable and will win more customers in the long run.

A majority of today’s Internet plumbing and hardware sites present a vast array of products that are easily viewed on your screen, but a customer is still not able to feel the handle and see how the light bounces off each finish. Luxury clients enjoy visiting creative spaces to see, touch and shop for beautiful products. This is why people leave their screens. This is why people seek out great showrooms.

So, what is a great showroom? A popular definition is one that continually both surprises and delights its customers with its engaging ambiance and inventive product mix supported by talented salespeople and five-star service. Simple right? Unfortunately nothing that can be labeled great is simple and therein lies the challenge and fun, yes fun.

Your luxury showroom is catering to designers who fly all over the US and Canada, possibly even the world, seeking out dynamic decorator showrooms for their clients who go antiquing in Paris. If your showroom is populated with gray and white factory displays and has not had a colorful addition in months, these good customers will visit once and move on. They do not need to shop in your place, there are plenty of other boring showrooms within driving distance. If your showroom is to make their go-to list, you must let them know you are willing to take chances by showing new, unique, even startling products and learn what they crave.

The next step is threefold:

• First and most important: before you start working on numbers two and three, you must set a regular time, I suggest monthly, to quietly walk your showroom looking for ways to make it great. I suggest focusing on: 
• Displays that are tired and need updating.
• Displayed products that are not selling, boring and need to be replaced.
• Discovering places where you can add an attractive display, small or large. This display should both provoke your salespeople and arouse your good clients.
• Second, commit to #1 above and start having fun in your showroom working to make it full of surprise and delight.
• Finally, start learning from what you customers purchase and discover what they are looking for. This comes from your sales data and setting up opportunities to learn from your good clients. We will address this in another article.

Now, let’s have fun…

“The one thing we all agreed on, our chief aim, was to be totally unpredictable and never to repeat ourselves,” Mr. Terry Jones of Monty Python’s Flying Circus.

So why not have a bit of fun in your showroom. I am not saying that you have to completely redesign your showroom with a Candyland color scheme, but use your imagination and create punches of color and inventive product vignettes that will challenge your repeat clientele and intrigue new shoppers. People love to see and touch shiny new things.

One note of caution: bold displays lose their edge over a period of 6 to 9 months. Keep backdrops dynamic but simple. Paint and wallpaper are easy to change; try to work with vendors that understand that products in bold settings gain attention and help their brands gain more recognition.

Luxury showrooms are there to delight and challenge their good customers, so make some changes and get out of the white and gray palette. It is really dull.

P.S: A good play here is to allow a good, strong willed, designer to design the vignette inside your band parameters and sizing.

P.S #2.: Those daring displays will play great on social media. If you can set six and change one out every month, you will have some interesting content to share.

A Little Shout Out Goes a Long Way

The number one reason why showroom employees seek greener pastures is a perceived lack of appreciation by ownership for their contributions to the business. Many owners recognize and appreciate the contributions that team members make, but they don’t necessarily know how to effectively communicate their appreciation. Some find it difficult and others erroneously assume that their team knows how the owners feel about them. Others believe offering praise and appreciation too often marginalizes the effectiveness of saying good job when you say it all the time.

There is a lot of data that shows when team members feel appreciated, they are happier, more productive and more loyal. Three Babson University professors researched how employees perceived organizational efforts to offer recognition and appreciation.

The professors found the following actions owners can take to better recognize and appreciate team members:

• Take time out of each day to simply ask your team how they are doing. Asking the question provides opportunities for team members to let you know how they feel, problems they may be experiencing in the office or at home, and what they currently are working on. 
• Don’t mix the good with the bad. When praising employees for a job well done, don’t mention problems that may have been encountered or performance shortcomings. What’s important is to recognize superior performance in one conversation. 
• If there are opportunities for improvement, mention those in a separate conversation. If you only give negative feedback, your team member is likely to believe that they can’t do anything correctly and they will likely give up. Most employees want to know how they can perform better. Tell them in a constructive manner.
• Provide your team opportunities to grow. If you have a great team member that you want to keep for the long term, given them more challenging assignments that stretch their skill sets. Doing so is a statement of trust and admiration. Similarly, providing more flexible work schedules also makes the statement we trust that you will work as hard from home as you do in the showroom. 
• Consistency is key. Spend the first 10 to 15 minutes of your day walking your showroom or writing personal thank you notes to your team for jobs well done. Give shout outs for outstanding performance at staff meetings. Everyone wants to be recognized for great effort.

Say Goodbye to Droopy Handshowers with California Faucets new Handshower Bracket!

Say goodbye to droopy handshowers! California Faucets' new handshower bracket has 3 positions that lock into place. Available in 7 different styles and all 28 finishes, they're perfect for holding handshowers of any weight.

There is an Easy Button for Presenting, Scheduling and Hosting CEUs!

The A+D community is one of the most important assets to the success of your brand. They are always looking to engage with representatives to learn about new technology and products. DPHA understands the significance of education and has partnered with CEU Events to offer an approved CEU Program to its members to remain engaged with the A+D community.

Whether you are looking to PRESENT, SCHEDULE or HOST CEUs, this program is for you! It Includes:

• 3 CEU Courses: 
• ‘Bath Innovations 1.0’
• ‘Kitchen Innovations 1.0’
• ‘Does Internet Price Outweigh Industry Expertise and Knowledge’
• All courses are approved by AIA, NARI and IDCEC 
• PowerPoint, Keynote, PDF, Audio and Video files for each presentation 
• Access to the CEU Events platform: 
• Instant evites 
• Paperless attendance reporting 
• Certificates of Completion with click of a button 
• Instructor Profile URL 
• Listed under DPHA CEU Program in territory 
• Presenter Orientation 

If you would like to host a CEU Events CEU in your showroom, simply click here to find and request a presenter.

Top Knobs Releases New Ryland Collection

The Ryland Collection of decorative hooks features familiar styles that complement some of Top Knobs' most beloved decorative hardware pieces. Ryland features 28 pieces in 6 styles of hooks: Juliet, Reeded, Kara, Bergen, Emerald and Hillmont.

The Furniture Guild Introduces 6 New Textured Finishes

New for 2020, The Furniture Guild has introduced 6 new textured finishes to round out their base-price finish selection. Ranging from contemporary to rustic, these new finishes incorporate the latest laminate technology including synchronized textures and durable 2mm ABS edges. In true Furniture Guild style, panels are all made one at a time to maintain matching, continuous grain across panels.

Architectural New Finish by Franz Viegener: “BK” PVD Satin Black

Franz Viegener’s latest addition to its exceptional range of finishes — a distinctive, new PVD satin black —is a unique, innovative take on a recently popular architectural finish. In contrast to traditional powder-coating, this new rich, satin black has been achieved through a complex PVD process. The result is a combination of a new-generation-classic beauty and modern functionality. With an inviting, tactile sheen and true depth of tone, the PVD satin black finish combines striking, contemporary design with durability and longevity. And, for an added bonus, this rich coating is also fingerprint-proof.

A Blueprint for Self-Evaluation

The new year is a time for reflection, self-evaluation and future planning. In that spirit, USA Today recently provided a blueprint for individuals to evaluate their performance by relying on the top 10 criteria historians use to evaluate presidents:

1. Public persuasion
2. Crisis leadership
3. Economic management
4. Moral authority
5. International relations (resident/tenant/supplier relations)
6. Administrative skills
7. Relations with Congress (relations with owners, reports, team members)
8. Vision/Agenda setting
9. Pursuit of equal justice for all (equal treatment of all)
10. Performance within the context of the times.

Could you use this list to evaluate your performance by altering a couple to fit your showroom or business model?

Consultant Rick Houcek recommends developing the criteria with your team members and stakeholders, thereby putting all the cards on the table and keeping them in full view for everyone to see. Houcek argues that every leader should have definable metrics of success and be held accountable for achieving them. Leaders need to “listen to constructive criticism, fix what’s broken and constantly improve.”

The First Law of Listening: Thoughts from Fellow Jeff Valles

“An experience makes its appearance only when it is being said,” - Hannah Arendt

And if we do not hear it, it disappears.

We are told again and again, that the art of listening is the most important talent a person can have. To be able to really hear what other people are trying to share with us is an advantageous skill. Now we must ensure that the person or people you are listening to are comfortable so they will share their true thoughts. They must know that they are speaking with someone that is genuinely interested in what they have to say because, if that's not true, why meet? When people are comfortable their true insights emerge, and we learn so much more. Honestly shared information from diverse backgrounds builds the foundation for the best new ideas. We want people to share what they really believe so together we can all get better.

For example, you have arranged a meeting at ISH with a key vendor to discuss projections and the pricing schedule for the upcoming year. Now this meeting will require focus. Your vendor has been meeting with dozens of people from all over the world, each with unique challenges and cultural concerns. You have been skipping from booth to booth also talking with people from different countries and investigating everything from drains to crystal handles.

To make this meeting as productive as it must be, time clocks must slow down and all attendees need to be reset to focus on the opportunities to be discussed.

Let’s start with making all involved feel important. If it is a one-on-one meeting, shake their hand, look straight into their eyes and thank them for sharing their time. Make sure they know you are looking forward to this conversation. If it is a multi-person meeting, welcome everybody and take a moment and introduce everybody. Even if the group is familiar with each other, still take the time to bring them into the meeting by simply acknowledging each person directly.

Now, with everyone feeling comfortable, it is time to get to work and hear all of the amazing conversations.

A Touch of Class with New Vanity by Hastings Tile & Bath

A step away from bespoke, Hasting's new Class vanity system is all about design flexibility. Scaled up or down, one sink or two, tonal or technicolor—each vanity is part of a modular system that speaks to today’s need for customization and personalization. The highly versatile collection comes in a wide range of color and finish options and is distinguished by streamlined matte black metal frames for a clean, architectural style. Cabinets and drawer inserts feature a choice of wood or one of 36 matte and glossy lacquered finishes, while the drawer inserts are also available in glass, porcelain, a cement look or one of 12 different wood finishes. Countertops are available in glossy glass or frosted glass in one of 36 colors, with a new pure white milk glass option.

Blanco Reimagines the Classic Farmhouse Look

BLANCO‘s newest apron sinks, PROFINA, QUATRUS R15 Apron 1-3/4 Bowl with Low Divide and QUATRUS R15 ERGON all reimagine the classic farmhouse look with a modern style, while offering multipurpose convenience and function.

The PROFINA 36″ Apron Front Single Bowl Sink comes with a beechwood cutting board and an accessory ledge that incorporates add-ons, such as a dish rack, bottom grid or 3-in-1 basket strainer. Together, these options reduce countertop clutter and expand workspace.

Engineering and Design Combine with New Konic Faucet by Franz Viegener

Engineering and design are combined in the new Konic faucet by Franz Viegener. A beguiling blend of balance and proportion, the new Konic collection is a contemporary reinterpretation of a traditional favorite that’s firmly in keeping with Franz Viegener’s expert engineering and design-forward aesthetic. The aptly-named faucet is an artful blend of linear and curved features with flared, subtly expanding conical bases that taper into attenuated peaks supporting squared fixtures. The slightly rounded tip of the faucet echoes the geometric shape of its base, while its slender neck is matched in the design of thin, smooth levers and optional cross handles.

Aquabrass Launches MB2 Faucet Collection

MB2 is one of the very latest faucet collections from Urban faucet maker Aquabrass, distributed by AD Waters. This lavatory faucet stands boldly in any environment by virtue of its minimalistic round-shaped design, which also includes two handle inserts to choose from: knurled and smooth finish. The MB2 collection is offered in two standard finishes: polished chrome and brushed gold and is also available in other stylish custom colors for its entire range of applications: single hole, widespread, wall-mount lavatory faucets, floor-mount tub filler and single-hole bidet.

Visit our DPHA Members at KBIS!

The Kitchen + Bath Show is right around the corner, and many of our members will be exhibiting. If you are attending, make sure you visit the following DPHA Member booths.

Welcome New Members!

We would like to take a moment to welcome those who joined DPHA during the fourth quarter of 2019!

Dealers:
Frank Webb Home
Over 40 Showrooms throughout the NE

Plumbing Distributors, Inc.
7 showrooms throughout GA and TN


Manufacturers:
ICO Baths
Regina, SK, Canada

If you know of a dealer, manufacturer, professional member, representative or trade associate company who you believe should be a DPHA member, please forward their name and contact information to kymberly@DPHA.net.

Connect. Educate. Elevate. What Does it Mean to You?

A few months ago, members of the Marketing Committee were asked to share our thoughts on DPHA’s mission tagline: Connect. Educate. Elevate. It made me think about what these words mean to me and also offered a unique opportunity to reflect on how this relates to DPHA. So, here we go. 

Connect, a pretty straightforward word with many layers. Connecting can be as simple as copying someone on an email or as profound as finding common ground with people who share your ideals and goals. When that kind of connection happens, it generates powerful momentum, bringing people together, increasing energy exponentially. People get excited. Things happen. What was once disconnected finds intention. Connecting is transformative to both the individual and the group. Connections make us stronger. 

Educate, another fairly simple word. How do you do it, who is doing the educating? Experience is good, and there are a lot of people in this association with incredible knowledge. So are fresh ideas, and there’s a new generation standing right next to these seasoned colleagues, ready to go. When you have people who feel connected to a common goal, knowledge flows freely without limitation. Out of sharing experiences, new concepts are born. The past blends into the present and a new vision for the future is conceived. 

Elevate, a not so simple word. I can elevate an object by simply picking it up. But, how do you elevate a person, an organization? My thought is this: when you have people connected and working toward common objectives, it elevates all. When you educate with open minds, it elevates all. We promote connection & education and use these powerful words to reinvent ourselves in a relevant & meaningful way not only in the present, but also the future. Through this, the entire group is lifted.  

What does this all mean for DPHA? 

Well, DPHA has already laid most of the groundwork. Connecting showrooms, manufacturers and representatives creates open access to all segments and has been a benchmark for years. Through this network, you’re exposed to many different perspectives and gain understanding on both successes and challenges in the decorative plumbing & hardware industry. Education & training keeps DPHA at its best competitive advantage. There is no substitute for experience, just as there is none for innovation. New ideas and proven strategies merge into strategic inroads that pave the way for growth now and later. Curated product showcases and an education program featuring professional training manuals and CEUs offer practical tools to grow both personally & professionally. DPHA connects the dots to educate its members and elevate all of our businesses. As we move forward into a new decade in a new(ish) millennium, I invite you all to think about what these words mean to you, and how you’ll use them to connect, educate and elevate yourself and your partners in this brave new world.

Seeing is Believing

What do you think is the deciding factor when selecting a showroom or design professional to work with? Reviews? Website? Portfolio of work? Word of mouth?

According to the Truth about Kitchen and Bathroom Renovations Survey, conducted by Hausera, examples of past projects is the most important factor consumers use to select a showroom or design professional to design their new kitchen or bath. Pictures of completed projects were more influential than online ratings and reviews! 38% of respondents reported a professional portfolio that shows examples of past work mattered the most in selecting a company to renovate a kitchen, bath or laundry room. 35% of respondents used recommendations from family or friends as the main criterion for selecting a remodeler and 35% said online ratings and reviews mattered the most.

The survey queried homeowners across the US in all age groups of which 80% had undertaken a kitchen, bath or laundry room renovation in the past two years and 60% reported that they plan to renovate in the next two years. The primary reason, cited by 41% of respondents, for renovating is adapting to family or lifestyle change due to a disability or aging in place. Additional reasons are to increase the value of a property prior to selling cited by 38% of respondents and improve the functionality of existing space reported by 38% of respondents.

Nearly 70% of respondents relied on a specialty design professional such as a kitchen designer to design their new kitchen, bath or laundry room. Others homeowners relied upon for their renovation included interior designers (61%), remodeling contractors (58%) and architects (45%).

Staying on budget was the number one challenge for their renovation, followed by finding the right professionals and financing their projects.

Smart internet-connected products were identified by 48% of homeowners on their wish lists that included smart lighting systems (58%), hands-free faucets (52%) and Wi-Fi connected refrigerators (47%). 51% of homeowners reported that they plan to buy products that are environmentally efficient. The most wanted green products were energy efficient lighting (52%), energy-efficient dishwashers (49%), water conserving showerheads (45%), toilets (43%) and faucets (42%).

So how can we use this information to grow our businesses?

• Make sure you have professional quality photos of your finished projects on your website and social media outlets, and a professional portfolio that puts your projects in the best light. 
• If the primary reason why consumers are renovating are to age in place gracefully, tout your universal design capabilities and products.
• If staying on budget is the number one challenge for homeowners undertaking kitchen and bath renovations, are you providing guidance to enable them to do so? 
• If financing is the third biggest challenge facing homeowners remodeling, can you provide assistance? 
• Is there a reason why you are not displaying energy-efficient lighting, toilets, faucets in your showroom? Is there a reason why your displays don’t feature hands-free faucet operations.

Calling All DPHA Manufacturers!

DPHA Manufacturers, we would love for you to be a part of the 2020 Professional of the Year Awards! The Awards Committee would like to hear from any firm interested in producing the physical awards presented at the 2020 Conference. All ideas are welcome!

This year we will be presenting custom awards in the following categories:

1. Showroom Professional of the Year
2. Manufacturer Professional of the Year
3. Representative Professional of the Year
4. Showroom of the Year
5. Representative Agency of the Year
6. Customer Service Department of the Year

Funds are available to cover the cost of the awards. If you are interested in producing the awards for this year's conference, please submit a proposal to Rebekah Covay at rebekah@dpha.net by February 15, 2020.

Get Involved in 2020!

Welcome to 2020! We are very excited to have you with us for what is going to be a very exciting year for the Association. Our new website will launch soon, as well as some updated education manuals and a new professional development training program. If you would like to be more involved in DPHA, please let us know! We are always looking for featured writers for Connections, as well as more volunteers for our committees; Marketing, Awards, Product & Showcase and Professional Development.

We wish you all a happy, healthy and prosperous 2020!

Tom Cohn, Executive Vice President: tcohn@dpha.net
Rebekah Covay, Executive Director: rebekah@dpha.net
Kymberly Weiner, Director of Marketing & Sales: kymberly@dpha.net
Claudia Reyes, Finance Director: claudia@dpha.net

Valerie Ezra named DPHA 2019 Showroom Professional of the Year

Congratulations to Valerie Ezra of Central Plumbing Specialties for being named the 2019 Showroom Professional of the Year!

Valerie hails from the Rockland location of Central Plumbing Specialties in New York. She has been in our industry for over 35 years, and you won’t find many sales managers with more knowledge than Valerie. She always goes the extra mile, continues to educate herself and is most dedicated to her customers. Her honesty is key to her success and keeps her fan base loyal.