Showroom Training With Your Local Sales Representative: By DPHA President Ryan Paul, with input from Dealers, Manufacturers and Independent Sales Reps.

How do you motivate a showroom sales team to present a product with conviction and passion? How do you best engage your audience and make presentations memorable? How do you approach sales people during a presentation when they each have a different level of knowledge? These are all significant challenges. One thing is certain, a single presentation delivered the same way – over and over – will not impact or resonate with the broad spectrum of personalities in our unique markets. Training salespeople is a craft.  An art.

A great sales representative knows a “one size fits all” approach is a poor way to train. As an expert both on product and on sharing information, a quality sales rep succeeds in exciting and motivating listeners. When focusing on a strategic purpose while also resonating with participants, the sales representative becomes an even more valuable asset to the manufacturer and showroom.  Such expertise often becomes the deciding factor when the showroom chooses to partner with a brand, or a manufacturer chooses to contract with an independent rep agency. 

Your local sales representative knows their local market and has the personal relationship with the showroom sales teams that contributes to effective brand and product training.  As a result, good things happen. Everyone benefits financially.

LOCAL MARKET

A significant aspect of valuable training includes information about what is happening with the manufacturer and the product segment on a national level.  Also important, is how the brand and new product fit into the local showroom and market.  The local sales representative is in a strategic position to understand the micro-geographic market, allowing them to train on how the brand or product fits the need in a specific showroom.  

A quality sales representative focuses training on aspects that most impact sales staff in their specific market.  Styles and finishes that sell in one part of the country aren’t necessarily appropriate for the consumer and showroom in another market.  Local design trends from New York to California to Florida to Texas are often not the same.  Regional certification and code requirements differ from market to market.  Finally, the sales representative can employ relevant examples trending in their market.  

LOCAL RELATIONSHIPS

The local sales representatives in the field maintain and cultivate relationships with the showroom salespeople, architects and designers in the territory.  Consequently, local sales reps know what interests and excites showroom personnel as well as their level of industry knowledge. That understanding enables the local sales representative to cater a training specific to the needs/wants of that showroom and each salesperson. Such presentations connect on a personal level of understanding and empathy.  Personal relationships most often make the difference between success and failure.

The local sales representative is balancing not only the qualities of the brand and products they are engaged to represent, but also the concerns and interests of the local showroom and their sales people.  The local sales rep is best positioned to address genuine concerns from a showroom honestly yet diplomatically, allowing relationships to grow and strengthen. Over time, a bond forms between a quality local sales representative and the local showroom sales people.  That increases the ebb and flow of discussion because everyone feels more comfortable and open to embracing new ideas.  Open and involved discussion during a brand and product training leads to better understanding and willingness to in turn share with clients and customers.  The showroom appreciates and relies on information from a trusted local sales representative with a long-standing relationship. Education takes root.

DPHA SALES REPRESENTATIVES

The industry expects DPHA sales representatives, the crème de la crème, to have a deep knowledge of their industry, the product, and the ins and outs of each brand they represent.  Most representatives have a long and enduring historical perspective of those brands. They tie that background into top-tier training on luxury brands and products.  A respected DPHA sales representative presents with a targeted approach while simultaneously capturing the attention and developing the enthusiasm of their audience.  

In the face of the pandemic, this group of sales representatives has been adapting and changing more than ever.  This includes, amongst other activities, the rise of web-based video training.  Many DPHA representatives have built long-term relationships that open doors and computer screens to the opportunity of conducting a training. 

THE FUTURE OF TRAINING

As we emerge from the pandemic into an ever-evolving world and marketplace, training platforms and approaches will also have to evolve and most likely include a mix of formats.  Web-based live video training is a creative way to stay in touch and help deliver time-sensitive training on new product and programs to multiple people and locations.  In addition, there will be a place for vendor created “canned” video training modules that a showroom can use flexibly to provide training on specific products when time allotment is tight or irregular.

In-person training proves the most effective at building a stronger personal connection, which ultimately facilitates a feeling of trust, comfort, and excitement towards a brand, products, and the people who represent them.  In-person training permits interaction, which fosters reading the audience. Thus, the sales representative directs the discussion where it needs to go for a lasting impact.  Sometimes an in-person training will consist of a complete staff training, sometimes a one-on-one training… sometimes a time slot of up to 90 minutes… sometimes as short as 15 minutes… sometimes very basic… sometimes more advanced and technical.  These trainings are uniquely tailored to the audience and the salesperson’s availability.  

The local DPHA sales representative exudes passion about their industry, their brands and products, and their partnerships with local showrooms.  They offer a valuable perspective for impactful showroom training.  Please invite your local sales representative in and reward the best with mutual support, partnership… and business.

Top Knobs Offers A First Look at New Product Introductions Launching Throughout 2021.

Top Knobs is excited to announce four new additions to its ever-growing catalog in 2021. During this year’s virtual KBIS experience, Top Knobs provides designers and homeowners an inside look at the new Regents Park collection of knobs, pulls and appliance pulls as well as the new Mixed Metals Bit pull series. Additionally, Top Knobs expands on the Charlotte pull series and the Bit pull series.

The Regents Park Collection

Inspired by the royal grounds of London’s Regents Park, this new collection bestows interior designers and homeowners with the innate poise and rich personality of European design. Comprised of 258 pieces and five series, Regents Park welcomes the romantic ambiance of this noble British estate into the home. The five series of knobs, pulls and appliance pulls include, Clarence, Kingsmill, Cumberland, Ulster and Ormonde. 

The Bit Series Mixed Metals Expansion

Forge a feeling of wonder and excitement with the new mixed metals Bit series expansion. This new look shies away from the classic appearance of one-tone decorative hardware and presents an eclectic mix of 36 pieces in Top Knobs highly sought after Flat Black finish paired with the Honey Bronze or Antique Pewter finishes.

The Charlotte Series Size Expansion

With influences rooted in the timeless appeal of 19th-century design, the Charlotte series of pulls and matching cup pulls features a harmonious blend of traditional charm and contemporary style. The expansion invites four new sizes to the series including 8” cc, 12”cc, 12” cc appliance pulls and 18” cc appliance pulls.

The Bit Series Size Expansion

Top Knobs invites modern edge to interior spaces with the expanded Bit series. These smart and sleek cabinet pulls invigorate kitchens and baths with a powerfully level hand grip and a detailed base that exudes authority. Now available in 5 1/16” cc, 6 5/16” cc, 7 9/16” cc, 8 13/16” cc, 12” cc, 12” cc appliance pulls, 18” cc appliance pulls.

EXPLORE TOP KNOBS

Wetstyle Teases What's Coming in 2021.

QUICK SHIP PROGRAM - Q1 2021
Quick Ship Program returning with an initial stock of 1,500 sinks including popular and frequently ordered lavatories and vessel sinks.

IMPROVED ORDER TRANSPARENCY - Q2 2021
Coming early next year: ability to see the status of your order in the production process with automatic email notifications at each stage of the process.

CUSTOM SINK PROGRAM - Q4 2021
Ability to customize your sink with sizes ranging from 20" to 109" in length, number of basins from 1 to 4, position of basin in counter top and custom colors. å

Frank Allart Expands Allart Precision Collection.

Choose from the Frank Allart Precision Collection's fine cut hardware featuring engineered knurled patterns and precision cuts, suited through each design. Now extended across the door, window and cabinet hardware range so you can take one design theme and use it throughout your entire project.

The collections are available in over 30 different finishes and patinas, with the option to mix the finish across the product,

A comprehensive product specification and how to order/coding section is included to help you choose and order.

EXPLORE NEW PRECISION BROCHURE

Franz Viegener Received Two 2020 GOOD DESIGN Awards for the Kitchen Collection and Seven Collection.

Franz Viegener won two coveted 2020 GOOD DESIGN® Awards, presented by the Chicago Athenaeum Museum of Architecture and Design, and Metropolitan Arts Press Ltd. Each year, the Museum presents the world-renowned GOOD DESIGN Awards for the most innovative and cutting-edge industrial, product, and graphic designs produced around the world.

The Kitchen Collection is the brand’s entrée into the kitchen category and is available in the standard-size and in the larger pro-style faucet. The faucet’s powerful performance is bolstered by elegantly curved modern lines, while its inherently utilitarian nature is elegantly integrated into a contemporary design that recalls the professional-grade kitchen in the home.

The Seven Collection features an ultra-slim, perpendicular profile that is unique in its form and craftsmanship and exemplifies Franz Viegener’s engineering prowess. At only 7mm thick, Seven overcame the technical challenge of running water through the thinnest possible flat machined bar stock brass, making it a refined pillar of modern, minimal design.

DISCOVER FRANZ VIEGENER

Appliances of the Future: Customizable and Colorful.

Customization in kitchens and baths is one of the biggest trends for homeowners and designers.  We see it in bathroom furniture with companies offering a plethora of styles, configurations and finishes that can combine to offer thousands of options.  Faucets with mix and match handles and spouts in dozens of finishes.  Bathtubs in various sizes that can be painted to match any decor.  But what about kitchen appliances?  

When renovating my own kitchen I knew I didn't want stainless steel appliances.  There is barely any silver in my house, and I couldn't splurge on the high end appliances that could be paneled.  Luckily for me, Café had just rebranded and come out with their matte white appliances with bronze handles that worked perfectly in my space.  What about clients who want something really unique?  Perhaps they want the fridge to just disappear.  Or the space doesn't allow for a tall fridge.  Or maybe they just want something to match their navy blue cabinets.  

Now I know many of our members don't sell appliances, but this new product is too cool not to share.  Samsung is reinventing the refrigerator and all other appliances as well. It’s new Bespoke line, introduced in Korea and set for a Spring 2021 debut in the U.S., enables designers to create customized refrigerators in any size, shape or color at a price tag of $1,000 to $2,000 per fridge. 

The Bespoke line starts with a basic box with flat fronts and modular configurations that enable designers to add components in a stack or fit smaller fridges or freezers into nooks and crannies of a kitchen or other rooms in the home.  The company is also partnering with Benjamin Moore to provide 4,000 different color options to its appliances that will enable homeowners to paint have the appliances perfectly match or complement the colors of their home. 

I wonder what customizations will come next from the luxury manufacturers in our industry?

House of Rohl Hosts Fifth Course in A Closer Look Academy Series: Bath Materials, Textures & Finishes That Evoke Our Senses.

Much of design is geared toward what we see, yet it’s just only one component to design. As consumer lifestyles continue to evolve, so does the need for bath space design to keep up with our newly conscientious consumer. This course will focus on sensory design for the bathroom space, discussing the increasing attention consumers now give to sanitation, quality, function, and design. We will discuss the importance of sensory design elements that contribute to the overall physical and mental health of its occupants, as well as key design drivers and consumer values. The course examines the use of biophilic textures and finishes, to understand surfaces for the best cleanability. The course wraps up with reviewing and discussing solutions for small spaces, families, and hospitality suites.

The course, being offered on January 12, 2021 at 8 AM PST/11 AM EST, is presented by Carolyn Ames Noble, founder and interior design director of Ames Design Collective.

REGISTER NOW!

Bertch Adds MidCentury Modern Vanity Leg Base to Bath Collection.

The trend toward MidCentury Modern is everywhere. Available immediately, Bertch have added a vanity leg base option to our line up to assist you and your clients with this look.

The sturdy leg base unit completes the look. It’s worth noting that this piece is accented by a custom offset Oasis bowl with a 2” thickness.  The VLBA (Vanity Leg Base style A) is available in 30”, 36” and 48” widths, complete with risers. Simply choose from the Linea wood options in either Osage(OX) or Riverside(RX) wall mount vanity styles. You can incorporate drawers, open shelves or doors.

CHECK OUT BERTCH

Americh Names Emerson Swan As Agency for NYC and Northern New Jersey Territories.

Americh has announced that Emerson Swan is now the brand’s agency for New York Metro and northern New Jersey, as well as their original coverage area of New England, effective January 1, 2021. In addition to New England, the new territory will encompass the southern areas of New York and northern New Jersey along I-95. 

Emerson Swan has three experienced field representatives established in the territory and a team of inside support people. Joe Adornetti, covers the five Burroughs and central NJ, Mark Ammann covers Long Island and Adam Farrell covers northwestern NJ and Westchester.

ALT - The Alternative Solution - an AD Waters Exclusive Brand.

ALT stands for an Alternative decorative plumbing brand offering made-to-measure products for architects, builders, contractors, plumbers and designers alike.

With a full range of UPC certified bathroom and kitchen collections, shower components and accessories, ALT provide budget-conscious alternative solutions without compromising on design, functionality, materials, nor manufacturing techniques. In addition, their certified Lead-Free drinking water faucets provide a safe drinking environment.

DISCOVER MORE BY ALT

Franz Viegener Wins Product Innovation Award.

Franz Viegener is pleased to announce that their Seven faucet has won the Product Innovation Award 2020, presented by Construction Business Media, which publishes Architectural Products and Architectural SSL magazines. The Seven collection was a stand-out as it was designed with the thinnest possible spout at only 7mm thick. One of the judges chose the Seven faucet because “style and the ability to conserve water is a winning combination.”

Architectural Products editor Jim Crockett introduced the 2020 PIA award winners, published in the November/December issue, by writing “2020 has been a difficult year, and it’s hard to find the silver lining amid the clouds. That being said, one thing that gives me hope rolling into 2021 is what I’ve seen on the pages before you—those items presented here in our 10th Product Innovation Awards.”

Products were chosen based on sustainability, performance, quality, affordability and alignment with evolving market trends. With judging and evaluation of products and systems from a distinguished panel of 22 designers and product specialists skilled in product evaluation, the PIA program awards manufacturers based on attributes, qualities, functionality and/or performance beyond industry standards.

“We are honored to receive this award and appreciate the recognition for our craftsmanship, particularly with the Seven collection which required overcoming the challenge of creating a faucet spout that was as thin as possible while at the same time performing to our strict standards,” said Josef Moskovic, Chief Designer, Franz Viegener.

Building on the success of past programs, the tenth edition of the awards proves commercial building manufacturers are committed to, and are working arduously toward, delivering more sustainable products, as well as products that deliver better performance, life and affordability, that keep pace with ever-shifting market requirements.

DISCOVER THE SEVEN COLLECTION

MrSteam Offers Partners New Social Media Assets.

The MrSteam Social Repository is the go-to resource for manufacturers, designers and showrooms for social media content including high-res photography and attention-grabbing video. You'll find sample posts as well as assets that can be repurposed to tell the story of steam on your own profile. Explore the site monthly for fresh content updates by creating your account here.

GET ASSETS

Gessi's Innovative Hi-Fi System Wins Interior Design Magazine's Best of the Year Awards.

Gessi is thrilled to announce the Hi-Fi Thermostatic Mixers has won the Bathroom Fixtures Category. As the company’s latest launch, Hi-Fi is the convergence of design and technology and represents the new frontier of The Gessi Private Wellness® Program, a wide range of modular shower elements that enable a completely customizable bathroom experience from rain showers to atomization. Hi-Fi Thermostatic Mixers go beyond retro-inspired aesthetics to offer high-fidelity technology for water delivery with accurate precision and perfect ergonomic design. The Hi-Fi Collection is a unique addition to the bathroom furnishings market, providing an interactive interface to manipulate every aspect of the shower experience. The controls have been designed to mimic the tactile sensations of period stereo sets with clicking buttons and turning knobs, bringing the satisfaction of fine-tuning and the relaxation of music into a soothing wellness environment. Function buttons feature intuitive graphic icons for easy use, while the knobs have radial dials for precise control of water flow and temperature.

DISCOVER HI-FI

California Faucets New High Flow Rate Single Handle Tub Fillers Stylishly Fill the Tub in Half the Time.

While everyone loves soaking in a hot bath, no one enjoys waiting for the tub to fill up. California Faucets has solved this problem with its new line of high flow rate Single Handle Tub Fillers, which can fill a large tub in record time without sacrificing the streamlined style coveted with this class of tub filler. With a flow rate previously only available in two-leg styles, the new series of single handle designs have a generous 9-inch center-to-center spout reach and are available in a wide range of looks including Traditional, Contemporary, Transitional, and Industrial.

Their ingenuity resulted in a slimmer, less cumbersome tub filler that reaches an impressive flow rate of 10 GPM. With the ability to fill a 42” tub in less than 4 minutes—a marked improvement over the average flow rate of just 4-6 GPM for most others—the stylish new collection of single-handle tub fillers also fills a market void.

Along with the improved design, California Faucets has created what’s likely the industry’s largest selection of tub filler options to truly personalize the bath. From the traditional/transitional Hermosa and Palomar series and the contemporary Asilomar, Bolsa, and Morro Bay series to the industrial-inspired Steampunk Bay and Descanso series, the single handle designs join California Faucets popular series of 2-handle tub fillers. All told, there is a California Faucets tub filler to meet practically any design vision. Designers, architects, and homeowners alike can choose their favorite spout and handle combinations, and then pair it with one of over 28 handcrafted finishes, which amounts to endless design possibilities.

Freestanding and made of solid brass, each single handle tub filler features a 9” center-to-center spout reach. The more liberal spout lends to the fast flow rate, while helping to make each style an eye-catching piece of “art” for the bath.

Pricing for the all-brass high flow rate Single Handle Tub Filler starts at $2,195 for the Industrial and Contemporary styles in Polished Chrome.

VIEW NEW TUB FILLERS

ThermaSol® Announces Release of Full-Featured Steam and Smart Shower Configurator.

ThermaSol® has addressed the needs of consumers with an intuitive new tool that helps users select features to create a personalized daily ritual: The Steam and Smart Shower Configurator. This tool allows individuals (homeowners, showroom sales consultants and design specifiers) to build, specify, and customize a shower installation that utilizes the latest in smart shower technology, leading-edge controls and other home refinement amenities. The user is guided step by step, experience by experience, to create a custom wellness environment. Its strength is in its simplicity.

To begin the journey to redefine their shower experience, users need only basic measurements and design aesthetic ideas as they are guided through the process. The initial step simply requires inputting the length, width and height of the shower space, and then the user chooses personalized details to create the environment and functionality that aligns with daily rituals.  ThermaSol breaks the options down into four different configuration paths that allow the user to design his/her space: from a complete Smart Shower fully featured with precise water and temperature controls, steam, chromatherapy, aromatherapy and Bluetooth-enabled devices, to an A La Carte menu of features which enables them to precisely choose the desired options and components. ThermaSol even gets down to design details by allowing the users to select their fittings, accessory styles and finishes to match their existing plumbing fixtures or hardware. At the end of the session, users are able to generate a printable list of the personalized selections that can be emailed to themselves or others.

VIEW THE CONFIGURATOR

Putting Off Until Tomorrow What You Should Be Doing Today.

When you put off something until tomorrow or the next day or the day after that, your decision comes at a cost. Procrastination is present daily in your showroom and most likely in your home. How can you avoid having to pay the piper? University of Pennsylvania professor and best-selling author Adam Grant offers guidance. He points out that research finds that putting something off has little to do with work and everything to do with negative emotions. We put off a task if we are uncomfortable, confused, or bored. While kicking the can down the street may make you feel better at the time, the long-term effect is feeling worse because the task remains undone.

Grant says to avoid procrastinating you don't actually have to work more or improve your time management skills. Instead, you have to change your mindset. Often, we are our own worst enemy and critic. We strive for perfection while knowing that perfection is never an achievable goal. Think about how many times you have started a project and trashed your work because you did not believe it was not good enough. Grant advises to remind yourself that you are human; make plans to close the gap between your work and your expectations.

Timing is another tactic. Research finds that chronic procrastinators are night owls. Your brain cannot function at peak performance without sufficient sleep or if it is not alert. If you tend to stay up late, schedule your most important tasks later in the day when you are more alert.

Additionally, surround yourself with highly productive team members. Grant cited one study that found individuals improved their productivity by 10% when they sat next to someone who was twice as productive as the average person.

Avoiding procrastination is not easy. Recognize that there are always tasks that we don't want to do or that emit negative feelings. Managing and, if possible, eliminating negativity will help you and your team stay focused and ensure deadlines are met.

An Editorial on Editorial. By Tom Cohn, Connections Executive Editor.

Last week’s Connections caused quite a stir. Several of DPHA’s members were offended by the Jeffrey Valles’ Thoughts from a Fellow article. Jeffrey ruffled more than a few feathers and there are times when opinion pieces can cause those types of reactions. We regret that the piece was perceived as an attack on independent representatives and mean-spirited. As I read the piece, Jeffrey’s observation is that COVID is changing how training is presented and that trend is likely to continue in the future with more manufacturers likely to conduct training in-house via video. Those observations were more than obscured by Jeffrey’s opinion of who is more qualified to provide training.

The reaction to last week’s Thoughts column raises a larger question. Should DPHA allow opinion pieces? Should there have been additional filtration of the piece that would have made it less offensive? In 20-20 hindsight, perhaps. Jeffrey’s columns appear because he takes the time to write them. His columns are the most popular and well-read pieces in Connections. The opportunity provided to Jeffrey is available to every DPHA member. You have an open forum to express your thoughts, opinions and expertise via Connections. We welcome all comers.

Opinion pieces are just that, opinions. Should they be mean-spirited? Absolutely not. If occasionally – once in the past 350 issues of Connections ¬– a piece offends, let’s use that to start a more meaningful conversation. If you disagree with something that appears in Connections, please tell us why. If you have an alternative solution, please share it.

We want to grow and improve. That’s how we educate. That’s how we connect and that’s how we elevate. We welcome your opinions.

Casa Gessi Now Open in London: Explore it Virtually.

With travel bans still lingering, Gessi extends a virtual invitation to visit the heart of London’s design center and experience their newest interactive showroom that melds wellness and exploration into an extraordinary celebration of the best in Italian kitchen and bathroom design.

Situated in the fashionable district of Clerkenwell, Casa Gessi London is housed in a beautifully restored three-story 18th century courthouse. The high vaults, stone floors and brick walls whisper of the historical significance of the space while creating a welcoming environment that invites patrons to relax, linger and imagine the possibilities. The London showroom is the brand’s fourth “Casa Gessi” concept in a series of architecturally stunning locations around in the world, including Milano, Singapore and Dubai. Each luxurious showroom is a destination, filled with unique combinations of Gessi designs to produce an authentic taste of living experience and encourage the imaginations of visitors.

Casa Gessi London opened its doors in September of this year in the iconic Old Session House. Signature historical features of the landmark building have been carefully preserved and incorporated into the new design, such as the former prison cell structure which now hosts product displays. The idea of hospitality is central to the project, with fluid meeting rooms that allow for sociality or distancing as needed, and the Libertà lounge and bar where guests can enjoy refreshment and admire a fully equipped Gessi kitchen.

Perhaps most significant in the Casa Gessi London experience is the opportunity for total immersion. Designed as a true oasis for wellness, the showroom invites guests to absorb the essence of the brand through sights, sounds, scents, textures and contrasts. Different rooms house specific product collections, each telling its own story. The Private Wellness Sartoria is like an opulent fitting room where individual components like shower heads, sinks and mixers can be perused and combined into custom arrangements. And finally, the Grand Finale of the showroom is a spectacular sensory performance of lights and water represented by the Afilo shower system. The flow of water and warmth of the light are meant to comfort and encourage visitors and inspire them to dream of their own private wellness centers.

EXPLORE CASA GESSI

Sterlingham Company Introduces the Hampton Towel Warmer.

The Sterlingham Company introduces the Hampton – a new brass towel warmer that is stunningly contemporary.  The Hampton is inspired by the brand’s popular Arley towel warmer, with updated modifications that include a round tube mitered at the edges with stamped joints to give a more streamlined look while retaining the elegance. 

The Hampton’s wall-mounted design frees up floor space and is not limited to simply towels; users can hang clothes as well to keep them warm. Ideal for residential, hospitality, and marine applications, it is available exclusively as an electric model. The Hampton comes with dry line cables that are safely hidden behind wallboards or floor flanges, with controls linked to the electrical system and is controlled by a convenient dimmer switch. Towel warmers are available in 110V for North American clients, as well as 12V or 24V for battery or transformer supplies, which are ideal for marine or RV use. 

Crafted from solid brass, the Hampton collection comes in a variety of hand-polished finishes to complement existing bathroom fixtures and create a beautifully cohesive design space. As an added benefit - all copper alloys including brass have ‘an inherent ability to kill a wide range of harmful microbes relatively rapidly - often within two hours or less and with a high degree of efficiency.’ 

 

LEARN MORE ABOUT THE HAMPTON

ICERA Unveils Four New Wall-Mounted Toilet Designs.

With wall-hung toilets ranking among the year’s most in-demand bathroom options, ICERA is unveiling a sleek collection of toilets that share this coveted space-saving feature. After first appearing on the scene in Europe during the 1980s, wall-hung toilets have become increasingly popular with today’s emphasis on smaller spaces, sustainability and minimalist design. ICERA offers an array of design choices that capture these must-have traits and feature the best of the brand’s trademark plumbing technology.

• LILY (shown) – Gentle curves grab the attention here. A subtle roundness adds an organic feel that adds a pleasing softness to the design space.
• VISTA – A tribute to elegance. Sloped lines create a sophisticated feel that is refined yet on-trend.
• KARO – A modern marvel of simplicity. Perfect proportions and clean lines give this design a most versatile look.
• BAXTER – Inspired by geometry. The appeal of familiar shapes makes this design a favorite for any décor.

Wall-hung toilets by ICERA are notable for their distinctive silhouettes and fashion-forward style. All feature a rimless elongated bowl crafted of vitreous china and finished with antimicrobial MicroGlaze for maximum cleaning performance and easy maintenance. Each unit is dual-flush capable with an average water consumption rate of just 1.28 gallons per flush. The toilets come with a fully concealed mounting system for a seamless profile that is easy to install and can be situated at a standard or ADA height. All models include premium DuroPlast silent close seats with quick-release hinges and are compatible with most major in-wall carriers.

DISCOVER ICERA'S WALL-HUNG TOILETS

Oceania Introduces the Newest Model in their Authentik Signature Series: Rupert.

Oceania is proud to introduce the newest model in their Authentik Signature Series, the Rupert. Made entirely in North America, this bath is symmetrical with a soft rectangular shape. It is perfect for applications with limited space, as it is available for a single wall or two wall corner installation. 

The long back ledge easily allows a deck-mounted faucet installation. Custom matte color skirt and special finishes are available on this model, and it can be equipped with an air jet system.

EXPLORE RUPERT

ThermaSol® Welcomes Steve Babb as Sales Developer and Brand Ambassador.

ThermaSol® is pleased to announce the addition of Steve Babb to the team, effective immediately. Steve comes to ThermaSol with many years of experience in sales, marketing, customer experience and service. ThermaSol created a position specifically in alignment with his skills: Sales Developer and Brand Ambassador. In this role, Steve will be managing and generating sales leads, working with ThermaSol’s established distribution channel on projects and proposals and ensuring that the relationships and processes already in place are maintained. Steve will also be conducting training and consultations utilizing ThermaSol’s innovative virtual “Sol University” training center. While these training and consultation sessions were created to help this year due to COVID-19 restrictions, they have become an integral tool for ThermaSol.

Along with his extensive experience in sales, Steve brings with him a deep knowledge of production skills in all areas of social media. He will be producing content for ThermaSol’s YouTube channel as well as internal sales and customer support videos.

EXPLORE THERMASOL

A Benefit from The Pandemic: Do Factory Employees Train Best? Thoughts from DPHA Fellow Jeffrey Valles, Colonial Bronze.

It has taken you years to build your company’s best practices, then 2020 comes and this pandemic wreaks havoc on them. This constant journey into the unknown has forced us to discover new business practices and learn about the technology that makes them work. Some have worked okay, others have been a detriment, and some have been wonderful additions. Now we have the opportunity to see which of these new tools are simply a short-term seal or something that we can further leverage to make our companies better in the long run.

One of my favorite additions is the rise of virtual training done by the manufacturer at the factory, replacing or supplementing the independent sales representatives’ training. For years I have been touting training being done by the people who work full time with the brand and are intimately involved with the products from concept to distribution. As talented as a local sales representative might be, they simply do not have the same level of knowledge and focused passion that an engaged, full time factory employee does.

I have sat through too many PK sessions where the bullet point-heavy PowerPoint presentation came from the factory and the rep is forced to methodically read from the factory’s tedious point by point script. These sessions are painful for all involved, especially the manufacturer as their new product story is dead on arrival. This industry standard practice puts nobody in the best possible position to succeed and, in certain situations, can actually harm a brand. If the vendor's exciting new product message is not captivating, it will create little showroom enthusiasm leading to the frustration of all players by this missed opportunity.

Today’s successful brands are creating intricate products with attractive styles, in dramatic finishes, all supported by continually improving technical foundations. If you were a salesperson at an Audi dealership, would you want to learn about its new electric automobiles from a salesperson that handles multiple auto product lines? I think you would prefer to be introduced to the product by an eloquent Audi team member that works and lives with the product every day. Both people are good at what they do, and to obtain the optimal result they must leverage their individual knowledge base effectively. Let the independent sales representative work the market and the factory do the training.

I believe that training is a factory function and should not be tasked to the local sales representatives simply because it is cheaper. Today, training can be effectively delivered virtually and once we are able to travel, knowledgeable factory people will be able to host effective product knowledge meetings in showrooms.

An important pandemic note to this is that no matter how good a virtual meeting can be, it is a distant second to a live meeting. There is nothing better than in-person training delivered by a knowledgeable factory employee. A person who lives the brand’s culture and is accompanied by actual product samples supported by a well-crafted and rehearsed presentation. That is the best way to introduce a product to the actual people who will be presenting your new, soon to be a hot, hot design, to the designers, builders, plumbers and design engaged homeowners.

As a vendor, why would you not want to completely control how the showroom salespeople are introduced to your brand and its stream of new and exciting products?

As a showroom, why would you invest in a product line that would not take the time to properly educate and motivate your sales team?

As an Independent Sales Representative, why would you want to take your valuable time and minimize the opportunity of a product line you work so hard to promote and support?

As a vendor, wouldn’t you prefer that your local representative is out in the field driving business to your distributors, supporting the products in the field and keeping the showroom sales people motivated with a positive feeling about your product mix?

It is time to agree that the best step for vendor brands is to train the showroom salespeople with full-time employees. The vendor brands that adopt this educational discipline will make the showroom salespeople stronger brand evangelists and allow their local independent sales representatives more time to leverage their local market knowledge to drive customers to these highly trained showroom salespeople.

It is paramount for brand success to always work to place the best possible person in the best possible situation to succeed.

A Tribute to Tony Hsieh, a Customer Service Icon Gone Way Too Soon.

This past week, we lost an American business icon. Zappos founder and CEO Tony Hsieh passed away tragically at the age of 46. He built an incredible company with an even more remarkable story that all DPHA members can learn from.

Zappos is arguably the number one customer service organization in the world. Hsieh once described his company as a customer service organization that happens to sell shoes. Today, Zappos (owned by Amazon) has the world's largest selection of shoes and generates 75% of its business from repeat customers. Zappos does not offer the lowest prices, however. What it does provide is a customer experience like no other.

Hsieh created a culture most businesses can't even imagine. Zappos stocks more than 1,000 brands of shoes. If you order shoes on Tuesday, they arrive on Wednesday. Shipping is free. If you don't like what you bought two, six or eleven months after the purchase, return it for a full refund. No questions asked. Want to talk to a customer service rep? Call the 800 number. It will be answered within a few rings, 24/7/365.

Every recruit who comes to Zappos spends five weeks in a training program. It does not matter if you are the new CFO or the next shipping clerk. Everyone spends time during the training period answering customer calls because talking to customers helps everyone understand what is important to customers. At the end of the five weeks, every new hire receives the "offer": $2,000 not to take the job. Only a handful accept the buy-out.

Other highly rated customer service companies, including Southwest Airlines, frequently visit Zappos to learn its secrets and profit from its experiences. What sets Zappos apart is not its technology, pricing or marketing. Zappos attributes its success to a culture that is so intense, so outsized, so performative that by design, it is not for everyone. That's why Zappos is willing to offer newly trained employees cash to quit to affirm new hires are "all in." Culture drives Zappos and everything it does. Zappos ten core company values are:

• Deliver wow through service
• Embrace and drive change
• Create fun and a little weirdness
• Be adventurous, creative and open-minded
• Pursue growth and learning
• Build open and honest relationships with communication
• Build a positive team and family spirit
• Do more with less
• Be passionate and determined
• Be humble

Zappos' culture is dedicated to delivering happiness. Hsieh understood that there is a direct link between performance and employee, partner and customer happiness.

SH Design-Build Presents NKBA Webinar: Designing a Millennial-Friendly Kitchen and Bath Showroom.

DECEMBER 10, 2020 AT 9 AM PST/12 PM EST

Millennials are a powerful generation of shoppers with over $200 million in annual spending power. Attracting this group of 25-40-year-olds into kitchen and bath showrooms requires showrooms to change not only the way products are sold but the entire customer buying experience. Showroom designer, Léanne Lalonde, along with content manager, Stephanie Azran, will discuss trends in current showroom design and innovative ways to transform the showroom experience. This webinar will discuss the showroom branding and merchandising techniques for this new style of showroom.

Attendees will learn how a showroom focused on experience and emotion drives positive buying behavior, inspires larger purchases and encourages valuable reviews. They will also benefit from seeing examples of the designer’s work that have put these millennial-friendly designs into practice. Additionally, attendees will learn about the showroom renovation process and how to ensure the final product targets the showroom’s ideal audience, no matter what generation they represent.

REGISTER NOW

DDI System Offers Live Software Demonstration: See How Successful Distributors Keep Their Customers Close.

DECEMBER 8, 2020 AT 10 AM PST/1 PM EST

During this no-cost event, you’ll get a hands-on look how Inform ERP Software and Inform eCommerce Pro helps distributors:

• Strengthen customer connections with detailed contact history, follow-up tasks, and professional quoting tools
• Offer a seamless shopping experience with built-in eCommerce and real-time ERP integration for accurate inventory levels & pricing
• Serve customers from anywhere, anytime with a real-time sales suite on your smartphone or tablet. Provide stock & price, build orders & quotes, and answer customer service inquiries on-the-go
• For questions regarding the Inform ERP product demo, please email us at sales@ddisys.com.

LEARN MORE + REGISTER

House of Rohl Invites You to The Psychology of Color: How to Educate and Inspire Your Clients to Use Color in Their Homes.

DECEMBER 8, 2020 AT 8 AM PST/11 AM EST

When presenting color options to a client how often have you heard “Will I get tired of this
color?”, “I’m nervous about combining these colors” or “I’m not sure about this bold color palette.” This is a common challenge designers face when presenting color palettes to their clients.

Join Libby Langdon, interior designer, author, product designer, makeover television personality and creative force behind Libby Interiors, and House of Rohl for an insightful program about the “The Psychology of Color.” Learn how to eliminate clients’ reservations around color and excite them about using color in their homes. Libby will share insights on where the fear of color comes from and how to build trust to help create the most dynamic space possible for your clients. House of Rohl will provide color palettes and product solutions that will simplify how you approach color.

REGISTER NOW!

Dare to Add a Touch of Color to Your Kitchen with Julien's PROINOX H75 - A New Collection of Black Stainless Steel Sinks.

Sinks are a fundamental part of every kitchen, and they should reflect who you are. The ProInox H75 collection brings color to the kitchen with its black stainless steel sinks in a perfect marriage of beauty, strength and durability. The ProInox H75 sinks blend easily with kitchens of classic or monochromatic design and their sleek, modern look will remain absolutely timeless.

Made with Innovative nano-PVD technology, these black stainless steel sinks are not only extremely durable, but also have increased scratch resistance and water-repellent properties for easier maintenance.

EXPLORE PROCHEF BY JULIEN

INOX by Treemme – Distributed Brand by AD Waters.

Founded in 1968 in the heart of Tuscany, Treemme presents INOX, featuring three collections, all of which are named after the width of their respective faucet components: 5mm, 22mm and 40mm. Treemme’s INOX material is recognized internationally as one of the most hygienic surfaces, as well as the material of choice for eco-friendly projects. Made entirely of the highest quality of stainless steel (316L), the sleek yet timeless styles of INOX are available for any water space styles. Whether the choice is between a faucet from the award-winning 5mm collection, or a pure industrial design conveyed through the shapes of 22mm, the technology of miniaturization will provide at its best. The collection also offers bath accessories and kitchen faucets of the same collections.

DISCOVER INOX

Timeless Beauty Meets Versatility with STRASSER's Montlake Bath Vanity Collection.

From the most compact powder room to a his-and-her master suite, Montlake offers everything designers need to customize an elegant bath with confidence—all while maximizing storage space.

From Montlake’s standard door/drawer combination to Montlake Town’s use of drawers-only storage, there’s a Montlake configuration to suit every need. In addition to vanities ranging from 24” to 72” widths, the collection includes coordinating linen towers, drawer banks, mirrors, and medicine cabinets— all in various sizes. A 32” Tall Retrofit model makes a “swap-out” renovation easier.

Eight unique door styles (Slab, Shaker, Deco Miter, Ogee Miter, Tiered Miter, Ultraline, Beaded, and Classic Miter) and 17 finishes allow for even more personalization options.

EXPLORE MONTLAKE

Buster + Punch Welcomes Brandon Hoffman and Teresa Salvador.

To support Buster + Punch's growth in the North American market, the organization has hired Eastern Regional Sales Manager, Brandon Hoffman and Sales Operations Manager, Teresa Salvador. This hiring news—with an additional two new North America customer service team members that will report to Salvador—reinforces the home fashion label’s commitment to growing its presence in North America.

As Sales Operations Manager at the Buster + Punch North American headquarters, Teresa Salvador will facilitate the management of multiple departments, including sales, dealer support and customer service, bringing the in-house (some working remotely still) resources to six members strong.

Brandon Hoffman’s role as Eastern Regional Sales Manager with Buster + Punch North America will leverage his experience in direct sales with his background in communications and social media marketing.

VISIT BUSTER + PUNCH

Tips for Keeping Customer Loyalty Strong: By Stephanie Azran, SH Design-Build.

In the pandemic situation we are currently experiencing, strengthening customer loyalty is more important than ever. This is not only because more consumers are shopping online, an issue affecting brick and mortar retail across the globe. The strongest reason for ensuring customers remain loyal is this: people are much more conscious of their spending habits, due to widespread economic upheaval. Showrooms have to put up a fight to stay in the minds of their customers so when those precious purchases are made, they are made in-store. Taking specific actions during the months to come won’t just help the showroom weather the storm; it will inspire long-term confidence in the client. 

Make the Showroom Clean and Safe

In the decorative plumbing world, the physical store determines everything from the mood of the customer to the range of price points the store can offer. The look and feel of a showroom make a strong impression on customers, and during a pandemic situation, a dated, cluttered showroom will keep potential customers from coming in. Do what is necessary to present a spacious, uncluttered showroom. It’s not about the look anymore, it’s really about making clients feel safe indoors by allowing them to be socially distant. Also, with less clutter, it is easier to sanitize display models as needed; people are definitely taking note of cleanliness in stores these days. This may mean removing displays in the middle of the aisles, curating the products with more care, or investing in new displays that allow for better product organization and layout possibilities. 

Show Gratitude

A thank you goes a long way, but what about showing gratitude by having special hours for at-risk groups or front-line workers? It may reduce the overall number of shoppers during those times, but offering those low-traffic hours may encourage those who haven’t felt safe enough to shop in-store to finally do so. By offering these special hours, you can show a commitment to health and safety regulations that inspires confidence in all your customers, at-risk or not. Special shopping hours can also work great as a loyalty reward. 

Promote the Buy Local Message

Aside from throwing a “Buy Local” icon on your webpage, ads or social media posts, take the time to explain to your existing and prospective clients the importance of buying local during the pandemic. Some of the top reasons people buy local is because it helps people with the following: 

• Avoid supply chain issues 
• Get their items faster
• Easier returns
• Better customer service
• Product and installation expertise

So many showrooms are family-owned and operated and have been in the community for years- tell your story as a way to share the benefits of buying local. Then you can move on to the more general benefits of shopping local. Have fun with this in your social media posts! 

The ups and downs of the past have left retailers and shoppers confused about in-store shopping. More and more people are turning to online shopping, perhaps out of convenience, but more likely out of anxiety of going into physical stores. In a situation like this, strengthening customer loyalty with the tips listed above can make a huge difference.

Empathy Goes A Long Way and Lack Thereof Can Be Devastating: Thoughts from DPHA Fellow Tom Cohn

Many moons ago, we renovated our master bath not necessarily out of a desire to improve the aesthetic or functionality, but more so out of necessity. The contractor who installed the original bathroom placed basic wallboard instead of a material that was waterproof in the shower stall and throughout the entire bath. Tiles were falling off the wall and water was leaking into the living room below. We took advantage of our misfortune to create or ideal bathroom (a big assist to the Goldberg family). We removed a jetted tub that could sleep four with a multifunctional dual shower that has 11 showerheads. We hired a local contractor with good references for the install. He did not do a good job. The shower leaked from day one. Long story short, it took us three demolitions to finally have a shower that did not leak, and the last contractor who saved our day is one of the largest remodelers not only in our service territory, but in the entire country.

We encountered a new problem a few weeks ago. The glass panel that is connected to the shower door was pulling away from the wall and we feared that our frameless enclosure could collapse. I reached out to the owner of the remodeling company, who referred me to a project manager that would help us. When I called the project manager to express the urgency of our concern, I was greeted with this statement: “Your warranty has expired.” What? I was taken back that the representative of a company with a stellar reputation who spends hundreds of thousands of dollars annually advertising and promoting its quality and trustworthiness was only concerned about who would pay for the fix. There was no interest in helping a former client who had a problem. There was no offer to help. There was no empathy. And this lack of empathy reminded me of what is considered one of the great moments in campaign history (if you did not know, I live in Washington, DC where campaigning is a major industry). In 1992 during a town hall, then candidate Bill Clinton was asked by an activist to take a stand and offer his position on the AIDS epidemic. Instead of reciting a policy position, Clinton walked from behind his podium and approached the activist saying, “I feel your pain.” That response is credited as a major reason Clinton defeated Bush and Ross Perot in 1992. It showed that Clinton was a human being and a great politician.

That’s the lesson of my recent less-than-stellar customer service experience. When a client or former customer calls with a problem, teach your customer service team, designers, sales professionals, bookkeepers and everyone else on your team to take a step back and understand that this person has a problem and they are calling you for help. Your customer does not care who was responsible or whether or not a warranty has expired. Their primary concern is the fix. Approaching problems with empathy and feeling your customers’ pain will go a long way toward determining who will rightfully pay for the solution without argument and whether or not you can take advantage of an opportunity to create a raving fan.

The Future of Office Technology

Nine months ago, no one would have imagined that by the end of the year 42% of Americans would be working from home, a number that is not likely to change in the near future. The decorative plumbing and hardware industry certainly has adapted. Virtual meetings are now par for the course for many DPHA members, as they help to save time and improve efficiency while keeping wellness in the forefront.

Advances in virtual technology will continue to redefine the future of work, and in many cases improve productivity and professional accomplishment. AI-driven platforms such as Remesh can give you consumer insights in minutes, enabling showrooms and manufacturers to research markets and collect and summarize anonymized views of up to 1,000 people on a topic or new product. This platform and others allow marketing specialists to react to focus group comments in real time.

Digital tools such as sticky notes, shared digital whiteboards and co-editing tools help to bring team members together if they are working from home. With the ability to video chat and share files, many of our members have adopted Microsoft Teams and Sharepoint.

Advances in technology will help make working and connecting with customers remotely more efficient and easier. Affordable home smart boards and large multi-monitor displays will make it possible for showrooms to project proposed designs from being viewed on a laptop or even smartphone. Advances in 3-D printing will allow showrooms to showcase products from around their world to their clients’ and prospects’ home offices.

Ten years from now, the crackly Zoom calls will be a distant memory as remote work technology will be the next best thing to being there.

DPHA Wednesday Webinar: THE WORLD OF SOCIAL MEDIA

THE WORLD OF SOCIAL MEDIA

WEDNESDAY, DECEMBER 9TH
2 PM EST

Facebook. Instagram. LinkedIn. Pinterest. TikTok. There are so many social media apps it can make your head spin. Which ones are right for your business? In this webinar, DPHA will dig into how several of our members use Social Media for their businesses.

If you have questions you want to pose to the panel, topics you would love to see us cover, or are interested in participating in a panel, email us! Missed a DPHA Webinar? Our #DPHAWebinars can be found on the members' only side of our website here.

REGISTER NOW!

It's a Great Time to Tell the World What's New With Your Brand: by DPHA Fellow Jeffrey Valles, Colonial Bronze.

Now that we know the next president of the United States, what’s next?  Who the heck knows!  It is likely the next few months will remain a bit hectic as the presidential decision sinks in, Covid continues to surge and nobody is really sure when the next calamity might hit.  All that uncertainty makes it a perfect time to announce something new and fabulous with your company.

So many businesses are waiting for specific vaccine news, policy rollouts and Wall Street reactions before they even start to plan new market plays.  All the while your team is looking for something new to tout and your customers are bored living the same old pandemic life-limiting style. Do not mistake being busy for being bored.  Being busy doing the same things day after day is monotonous.  Heck, without the stress of the election and the possibility of catching the virus, life would be outright boring.  

This is a great time to roll something out.  It does not have to be big, it just needs to simply be something for your company to present, your team to talk about, and that continues to showcase your brand as unique and the finest partner to have in the marketplace.

And yes, I am talking about now, not in 2021.  Now is the time to shout out.  It is the lull after the storm and people are beginning to feel the disappointment of not being able to get together for the holidays.  A few months back we were looking toward the holidays when family and friends would be able to gather with the pandemic no longer a concern.  Now it looks to be a Zoom holiday season.  So very frustrating for so many.  

Outside of the constant barrage of Black Friday deals, there remains a public looking for something new and innovative to add a spark to their day.  If you have an idea that you have put on hold while waiting for the world to stabilize, bring it out now.  

With KBIS going virtual and ICFF moving to November, there will not be any physical conferences or conventions in the first half of 2021.  So many of us have grown tired of virtual anything that just the thought of shaking someone’s hand is exciting.  

If you tried something in the past and that you believe should have been a hit, but it underperformed, give it another shot.  Second time's a charm!  Stress is the order of the day and, in our perception, there are so few ways to get away from it all.  A new and interesting story from your brand could very well be the news of the day, maybe even the week.  

Does one of your team members have an interesting idea that they have been pitching?  Why not give-it-a-go.  Even if it does not become a big thing, it will reward a talented member of your team and instill a confidence with your other employees that you do listen and are willing to take a chance on their ideas.

Some great things can happen in the strangest of times, and these are very strange times.  Best of luck out there and do give it a go!

P.S. What a time for a Pop-Up!!!