I was chatting to a previous customer the other day. We were laughing.
We were laughing about how our journey together started.
Or should I say, how much longer the beginning of her journey took, than it really should have.
You see, by the time she finally came to me, she knew exactly what type of kitchen design she was after. One that matched her home. She knew she wanted a sleek, modern style, with a handleless finish. She even had a good idea of the appliances.
I sensed a real impatience about getting started. And when I asked her why, it was because she’d already been to one of the big retail park brands, you know the ones.
She said she wasn’t ashamed to admit she was attracted by the juicy discounts they had on offer (with a fast-approaching deadline of course), and a promise of installing ‘the dream kitchen’ in two weeks’ time (with only a few conditions, they added).
She quickly started to feel like she could never get hold of the right person to ask a specific question, and that they were steering her towards a kitchen she didn’t actually want. It almost felt like they were trying to persuade her to take a kitchen that was in stock, rather than what she really wanted.
Independent Vs National Kitchen Retailer
So, we met at our showroom, and had a coffee. She loved looking at all the different luxury kitchens on display. I took her through the process, how we project manage everything from concept to install.
After a couple more chats, she said to me, “Joanne, I’m so relieved and reassured that you’re creating my kitchen. I thought to start with it would be too expensive. Yes, the two original quotes are different, but your prices are complete, open and transparent. No ‘hidden’ extras…..”
“….more than that” she continued, “the quality of your workmanship, customer service and project management from start to finish has meant I have thoroughly enjoyed this process. I finally have my perfect bespoke kitchen that will last me for years to come.”
As an independent kitchen retailer, It’s a story I hear a lot. And my response is simple:
Price is what you pay, value is what you get.
You’ll always be looked after with Appleton. You’ll get the right unique solution for you, that you had in your head from the beginning.
And if you give us a call first, you might just cut out a lot of stress and wasted time!