Adopted Retailer March: Harrison James
Continuing our monthly Adopted Retailers series where we follow the journey of small KBB business owners, we check in with Olivia and Harry Weaver from Harrison James, who update us on finding suppliers for their new showroom…
Our adopted retailer Harrison James is forging ahead with the opening of their new showroom, however, the journey to finding the right suppliers has been anything but smooth sailing.
“It’s been a real mixed bag,” says Harry weaver, contracts manager and husband of managing director Olivia Weaver. “Half of our suppliers have gone under or just aren’t reliable anymore, while the other half I’d say are the real strong players in the market.”
The loss of key partners, such as their previous kitchen supplier, has been a particular headache. “Replacing them was a nightmare,” Harry says. “We’ve had to completely rethink our offering for worktops, moving more towards granite, as laminate has become so difficult to source.”
The challenges haven’t been limited to just worktops, as the couple has faced issues of varying degrees across the board – from kitchens and appliances to bedrooms. “Our kitchen supplier was a disaster for us,” Harry explains. “Every single order had a problem, and when our key contact left the business, it just went downhill from there.”
Harry Weaver on… paying for displays
Having been burned by previous suppliers, I believe that we should be getting displays free of charge. I don’t necessarily mean that the items themselves have to be free – I’m ok with us being set sales targets that must be hit over the year. And I don’t mind paying for something if it’s sellable.
Fortunately, the retailer has found a glimmer of hope in a new kitchen partner. “They’ve been a bit of a saving grace,” says managing director Olivia. “Definitely better than what we experienced previously.”
However, the frustrations with kitchen suppliers seems to be an industry-wide problem. “We’ve actually had discussions about whether we should just focus on bathrooms and drop kitchens altogether,” Harry reveals. “The constant issues, from damages to delays, it’s just become too much of a headache. We’ve had to take a much harder line with suppliers now. No more paying upfront – we’re withholding payment until issues are resolved.”
Despite the setbacks, the team at Harrison James has remained resilient, adopting a more proactive approach to finding new suppliers. As Olivia explains: “We’re doing a lot more background checks now. Checking credit scores, ownership structures, the whole nine yards. We just can’t afford any more headaches.”
But it’s not all doom and gloom for the new retailer. Their partnership with bathroom supplier Claygate has been a shining example of how supplier relationships should be. “Claygate ticks all the boxes for us,” Olivia says. “From the reliable delivery driver to the responsive customer service, they just make our lives so much easier.”
The team at Harrison James particularly appreciates the personal touch that Claygate brings to the table. “It’s that nice-sized company where you get to know everyone,” Harry explains. “The marketing manager, the reps, even the warehouse staff – they all know who we are and what we need.”
This level of service and attention to detail has been a refreshing change of pace for the retailer. “With some of our other suppliers, you feel like you’re just a number,” Olivia says. “But we get on much better with a more personal relationship. That makes all the difference.”
Learning curve
As Olivia and Harry prepare for the grand opening of their new Harrison James showroom, they remain cautiously optimistic about the future. “We’re still facing challenges, no doubt about it,” Harry admits. “But we’re learning from our mistakes and becoming more selective about who we work with.”
In regards to the requirements and expectations of any potential new supplier, what are Olivia and Harry’s top three criteria? “First and foremost, it’s all about honesty and integrity. We need to be able to trust that a supplier is going to deliver on their promises and be upfront with us if any issues come up.
Olivia Weaver on… winning awards
We were so thrilled to be finalists at the recent British Institute of Kitchen, Bedroom & Bathroom Installation Awards, let alone win one of the categories. Seeing and hearing the kind words from customers as part of the nomination process was truly beautiful. We genuinely want to change our industry for the better and improve standards.
“Reliability is another huge one. We can’t afford to be dealing with suppliers who are constantly letting us down or leaving us in the lurch. The seamless delivery of products and responsive customer service – that’s absolutely essential.”
Harry adds: “And the third thing is just the overall ability to provide a great experience. We want suppliers who are easy to work with, who go the extra mile to solve problems. At the end of the day, our customers are relying on us, so we need that same level of dedication and commitment from our partners.”
For Harrison James, the journey to find the perfect suppliers may have been a bumpy one, but they’re determined to come out on top. “We’re not going to settle for anything less than the best,” says Harry. “Our customers deserve it, and we’re going to keep fighting to make that happen.”