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Market Pulse { Readers' opinions on industry-related issues } 6 | Kitchen & Bath Design News | June 2015 T he hardest part about the Inter- net's infuence is that potential customers will fnd great ideas but don't understand the complexity of making them happen. But, it's also a blessing for someone who has no idea what they want or where to start. We use the In- ternet as a marketing tool to give our customers an easy place to fnd our projects and suggestions." Cierra Shupe, Designer Kelly Bros. Home & Design Center Covington, KY I can see [Internet competition] be- coming a larger challenge in the future. We are addressing this now by emphasizing the importance of face-to- face service and products. Cabinets are a huge investment; we try to explain to our customers the benefts of purchas- ing locally. If there are any questions or issues, they can stop by, call or email. Their 'sale' is more than just a number. Years later when we run into clients, we still hear about how they love their new spaces. You cannot get that from an Internet sale." Pam Vrsalovic MKC Kitchen & Bath Center Troy, NY I nternet competition is real. I see customers who come in having done their price shopping on plumbing fxtures, lighting, mirrors, etc. I'm doing a lot of specifcation and then often let the client purchase on their own online." Suzanne Lasky, Owner/Designer S Interior Design Scottsdale, AZ T he Internet is becoming a big factor with fxtures, plumbing, lighting and hardware, but [clients] still cannot, or do not, buy cabinets and counters directly. It is a bit of an issue with design; if people have not seen it on Houzz, it is hard to convince them to try something diferent. We cannot change that, so we decided the best de- fense is a good ofense: Get enough of your ideas out there. It's tough to sell a faucet these days." Mike Palkowitsch, CMKBD, Senior Designer Mingle Plymouth, MN I nternet product sales are an issue in pushing or keeping down mar- gins and maintaining job control. We do not install owner-supplied product, with the exception of appliances we do not carry or a faucet line we do not carry. We require that appliances by others be delivered opened and signed for by the client and set in place by the appliance supplier. We make the client aware that, if we install a faucet they supply, we do not handle repair and/or replacement parts and service without a charge. We also have to be careful not to spend showroom time with shoppers who are using the showroom to see a product they are buying on their own." G. Lucci, Owner Lucci Kitchen & Bath Center Monaca, PA W e are a very custom-oriented business, so it plays no part in our operation currently. People can see all kinds of specialties on the Internet and they want it all, so it helps us in that way: Our customers come in with articulated ideas in hand." Sandra McConnell, Owner The WoodShoppe Wichita Falls, TX T he Internet is not as much com- petition as many would think. I see people using the Internet more for information on products rather than as a competitor. People don't understand the products they're buying and, as a result, usually do not trust an online retailer." Tom Freudenthal, Designer The Kitchen Factor East Haven, CT T he one thing I see most afected is plumbing fxtures. People are shopping online and it's sometimes hard to be competitive unless you point out the value of working with established local brick-and-mortar businesses that will stand by products without a hassle. I will also alert people to the fact that, often, plumbers have brand preferences and would rather supply product for the jobs they do. This is just an issue we'll all have to contend with." B.J. Rainville, Designer Cornerstone Kitchens Northport, ME S ince the majority of our remodel and upgrade work is done in- house – we have our own cabinet shop, electrical department and plumbing crew – there is not much confict from outside vendors or competition. For the independent shop or one-man business, that will be a factor to contend with as cost margins are smaller and expenses escalate in the future." Richard Anderson, Manager Pilgrim Place Claremont, CA S ince I sell a locally built, lux- ury-grade cabinet, Web sites for name-brand luxury cabinets are a great place for my clients to compare the construction, fnishing process and amenities of a national retailer with our product, and to browse for new ideas." Sean Gallagher, Owner Dovetails Joinery Eatonton, GA I see the Internet becoming no fac- tor in the future of closing sales in our industry. The Web is a great vehicle for [clients to fnd] ideas and inspiration. It also possesses the opportunity to in- fuence purchasing patterns, but buying will be limited to single-unit items and not comprehensive project work." Denise Miller, CKD, Designer Case Supply, Inc. Syracuse, NY D esigning and selling kitchens, often with a retainer, prevents Internet competition from being much of a factor for us. We're not selling individ- ual cabinets where a price comparison online comes into play. Our business core revolves around our showroom and our personalized design and ser- vice. Our clients appreciate the 'added value' that brings to their project. Inter- net competition is toughest when you sell commodities, and we want to stay out of the commodity business." Scott Purswell, CKD Dovetailed Kitchens Portsmouth, NH Designers Discuss Competitive Challenges from the Internet Kitchen & Bath Design News recently asked dealers and designers in the kitchen and bath industry: "How much of a factor is Internet competition to your business right now? Do you see this becoming more or less of a factor in the future? If it's something that you view as a signifcant challenge, how are you addressing this?" What do you think? E-mail your feedback, contact information and the subject line, 'Market Pulse' with your message to Andrea@solabrands.com.