Our mystery shopper visits nearly 100 retailers across the country in the space of a year. Here he picks his favourites for 2008 - the finalists in the Customer Service categories at the kbbreview Industry Awards 2009. The two winners will be announced at the ceremony in May. Good luck to them all!
Customer Service Award for Bathrooms
Watercolours Bathrooms, Hale Road, Altrincham
The interior of this bathroom shop lived up to the impressive exterior. Imaginative room sets were positioned round the walls with bold splashes of colour providing the backdrop to the white sanitaryware.
I asked Andrew about the merits of a wetroom and he showed me a working display. "The wetroom system we use is very reliable. In fact we now install more wetroom floors than low level trays," he said. "We come out to measure up then we produce coloured drawings which will give you a clear impression of how the room will look. We will suggest products based on what we have discussed but you can always chop and change. When it comes to installation we will do as much or as little as you like - full installation or just supply the product."
Watercolours Bathrooms was established in 1992. Five years ago the retail and contract managers, Andrew Lowe and Natalie Penny, bought the business from the existing owner. "We are design led, and everything is personal down to the last detail." says Natalie.
Mystery Shopper comments:
A very attractive showroom both inside and out backed up by friendly, confident presentation.
Cannadines Bathrooms, Preston Road, Brighton
It's easy to spot Cannadines, the wide shop front is painted in classic navy and white and there is an array of basins on the pavement and stainless steel sinks hanging from the front of the store.
Inside the displays are clean and orderly so it is easy to find what you are looking for. With no large freestanding baths on display I asked the assistant Alan if they would be able to get one for me. He went one better and walked me four doors down to the company's new showroom where a very nice twin ended acrylic bath on wooden sleepers was on display. Although Cannadines don't offer a design and installation service Alan suggested if I return with my room dimensions he would be able to offer advice and recommend a plumber.
Michael Cannadine opened a small bathroom shop in 1991 and moved to the larger premises on Preston Road in 1997. The recently acquired second shop is used as a showroom for higher-end products. Michael says, "We stopped advertising years ago as this works better for us. People driving past can see exactly what we do."
Mystery Shopper comments:
Plenty of product choice and help from well informed staff.
Tubs & Tiles, Waterman Road, Coventry
This austere brick building has a surprisingly impressive interior with plenty of room set displays and racks of tiles all spotlessly clean and well lit.
I waited at the reception desk while Paul chatted to a young couple trying to choose a wall tile to match their bathroom floor. He gave them three samples to take away and then turned to me and said they were the third couple from the same family he had sold a bathroom to.
I explained that I was planning to re-vamp my bathroom but needed some guidance. Producing a folder for a project he was currently working on he showed me how the design had developed form an initial client sketch on a post-it-note through to a floor plan, computer drawing and then photographs of the finished project.
Tubs & Tiles moved to its current premises in 2003. Since the move and developing the bathroom side the business has gone from strength to strength. Gary Hurley says, "We are aiming at the top end of the market, there's no point trying to compete with the likes of B&Q."
Mystery Shopper comments:
This is a well laid out showroom, the service was reassuring and the website is impressive too.
Potts, Kiln Barn Road, Maidstone
Despite being situated a couple of miles outside Maidstone down a quiet country lane, Potts is no sleepy rural business. The large, modern showroom boasts a selection of well presented kitchen room sets downstairs with an equally impressive array of bathrooms upstairs.
As well as over 20 bathroom displays there were working showers and hydrotherapy baths. Reputable brands in evidence included Hansgohe, Villeroy & Boch and Teuco.
Potts has been in business for over 30 years although the company profile has dramatically changed as md Ray Hudson explains, "In the 1980s we were a major stockist of Hygena and Grovewood flatpack and Armitage Shanks bathrooms. Then B&Q started and we just couldn't compete." Moving the business more upmarket and targeting the 45+ aged buyer has certainly paid off, "We have a lot of repeat business and we are now benefiting from second generation customers.
"I enjoy having time to really look after clients rather than chasing after volume sales."
Mystery Shopper comments:
An exceptional showroom full of imaginative displays.
Customer Service Award for Kitchens
City Kitchen Centre, Palace Street, Canterbury
A pretty cream painted kitchen in the window was in keeping with this shop's traditional setting. But as I walked through to the back it was apparent that there was plenty to appeal to those with contemporary taste too with both walnut and Zebrano finishes on display.
The shop is run by husband and wife team Malcolm and Melanie. Malcolm was busy with customers when I came in but Melanie soon popped out of the back office to offer help. "Were you recommended to us?" she asked, "we find a lot of our customers have been sent to see us by friends."
A series of questions followed as Melanie ascertained my taste and requirements. We talked about the practicalities of granite and wood worktops, the merits of a built-in fridge or a large freestanding and the best type of sink. What I liked about Melanie was the fact that she gave practical advice. "We have clients who love their wood worktops but they do require maintenance. With teenage children that may not be the best option for you. We could do granite in some areas and wood on the dresser unit if you like."
City Kitchen Centre has been in business since 1979. Malcolm says, "I think our strength is our ability to talk to customers as human beings rather than as prospects. We try very hard to ask questions and then shut up and listen to the answer."
Mystery Shopper comments:
Melanie and Malcolm's personal approach is top class.
Kitchen Consultants, East Road, Cambridge
Stepping into this showroom was like stepping into a glossy brochure. Soft background lighting allowed each display to be highlighted by its own cluster of spotlights, while a tidy reception area with comfortable leather sofas all added to the sophisticated image.
The displays of Linea Quattro and Schmidt kitchens were spotless and well propped. I was admiring a red lacquer kitchen when Gordon Cumming approached me. I explained that I was looking for a modern kitchen but was open to suggestions so Gordon walked me round the displays pointing out various worktop options, storage solutions and appliances as we went. He made several helpful suggestions about how I could combine different colours and finishes. "Remember we are designing this for you," he said. "Tap into our expertise and together we can create exactly what you want."
The Kitchen Consultants showroom has been in existence for 25 years and only underwent its dramatic face lift last year as design manager, Sue Humphries explains, "We used to have around 14 little room settings and we felt it was time to really shake the place up a bit. The name of the game is to find your niche and do it really well. We want the showroom to stand out. Not just because of the displays but because of the service too. When customers leave they should always feel that we were courteous and that they were well looked after."
Mystery Shopper comments:
An aspirational showroom with polite, confident presentation.
Anglia Kitchens, Gloster Road, Ipswich
The featureless exterior of this trading estate unit belies the gem that lies within. Anglia produce bespoke fitted furniture, predominantly kitchens, although home office, bedroom and bathroom furniture too.
Craftsmanship is in evidence in terms of the quality of the materials used and results achieved both in the showroom and in actual kitchen installations - photographs of which were presented in three attractively bound albums.
As well as a traditional hand painted pistachio design on display there was a more contemporary black and white gloss kitchen. Salesperson Jenny said: "There are a few examples of the colours we can do on the wall but as we spray all the doors ourselves you really can have what you like. If you bring in a colour sample we will try to match it for you."
This is a family firm founded in 1968 by cabinet maker Roy Barr. Roy's son Daniel joined the family business 22 years ago and when Roy retired took over the reigns with wife Claire. Claire says: "The type of work we do and the materials and finishes used have changed over the years. The benefit we have is that because we make everything ourselves we are able to be flexible. We have our own spray shop so we are not restricted in the colours and finishes we can offer."
Mystery Shopper comments:
This showroom was well propped and well lit and a pleasure to wander round.
The Chapel Kitchen Centre, Navigation Road, Chelmsford
I told Richard Knight that I was considering a contemporary kitchen so he showed me a vibrant red and black Schmidt display. When he saw this wasn't really my cup of tea he steered me towards an Edwin Loxley design painted in a soft Farrow & Ball grey. "You can make this kitchen more contemporary with different handles and paint," he explained. "We can also do glass splashbacks which look fantastic."
We then walked round the rest of the showroom and Richard demonstrated an array of appliances. On ascertaining that I currently have a Falcon range he showed me the latest model. "If you are doing the rest of the kitchen you may want to consider updating. This has some improved features."
During the course of our conversation Richard asked me if I enjoyed cooking, about my family and what my existing kitchen was like, allowing him to steer me in the direction of the units and appliances he thought I would appreciate. He also mentioned that the company has had kitchens featured in consumer magazines, adding to the impression of a professional, successful business.
Richard is confident of the showroom's reputation, "We've been here a long time and we're known for creating design based kitchens. We have a passion for what we do and we only do kitchens, it's what we're good at. We have never diluted the offer with bathrooms and bedrooms."
Mystery Shopper comments:
A really impressive sale. Richard's confidence in his business is infectious.
