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I RECENTLY CONDUCTED a con- tinuing education unit at an architect's office and, after the class, they mentioned that they no longer specify plumbing fixtures because the plumbers ignore what's selected and sub- stitute something they want to install. I didn't give this much thought because I believed it was an isolated case until a few weeks later when I was calling on one of my showroom customers. While I'm introducing a new faucet to the showroom manager, a plumber walks right up to her and literally yells in her face, "If you ever sell my clients any faucet other than 'brand X,' I will never buy anything here again!" I was totally taken aback by this outburst. This is one of the nicest showrooms in the area, offering high-end decorative plumbing and hardware, lighting, appliances and out- door kitchen products, all sold by very quali- fied salespeople capable of providing fixtures that meet the needs and demands of both homeowners and the trade, so why would this plumber not allow them to sell their client another faucet brand offered in their showroom? When the plumber left, I asked the showroom manager if this was common, and she confirmed this occurs much more often than one would think. I believed this attitude and practice had ended years ago with the increased product offering in our industry. Long gone are the days when the only lavatory faucet options we had were center set or single control, pol- ished chrome or polished brass. Even though the number of decorative plumbing and hardware products may seem overwhelm- ing, we all like the large array of choices and ability to get a fixture we will use and enjoy. Additionally, we benefit from the downward pressure on prices and upward pressure on better quality and service obtained by having increased competition. So, if having a great selection of products benefits the home- owner, why would the installer limit their customer to just one brand? Naturally, both the situation at the archi- tect's office and in my customer's showroom got me thinking. The homeowners select a faucet they want for their home based on a variety of factors, such as style and quality, so what possible reason could the plumber have to limit the fixtures the homeowner wants installed; what could be the real issue for this restriction? Is the installer afraid to learn something new? Is he worried he'll look stupid in front of his client if the product is different or more complicated to install than his go-to fixture? Does he keep repair parts on hand for his preferred brand, believing doing so provides quicker service if the product fails? Does he believe other manufacturers produce inferior product based on past experiences or miscon- ceived notions? Not allowing the end user to have the ultimate decision about what goes in his or her home does a disservice to our industry. Using the same products over and over may conceivably lead to having a mediocre product in a house and even an unsatisfied customer. For example, why would you put the same priced sink in a $2 million home versus a $200k one? You potentially run the risk of this happening when the plumber dictates what goes in a home. EXPANDING YOUR PLUMBER'S HORIZONS So, what can a showroom sales consultant do to get the plumber to install the products the homeowner wants? There are four import- ant actions a showroom salesperson may take to help alleviate the plumber's appre- hension about installing a product he may not feel comfortable with or is unfamiliar with: involve him in the selection process, provide a detailed specification package, offer product-specific training and continually communicate. One of the most effective ways to help the plumber feel more comfortable with the products selected during the sales process is to include him in the selection. First, invite him to your showroom so that you have an opportunity to go over the products you sell and advise him of the features and benefits. The plumber may be great at installing, but is he really up on trends and new product offerings? If he's only been using "brand X," he most likely won't know about all of the great products available in today's market and how far the industry has come when it comes to quality, function and performance. Lastly, before ordering the material for the job, have a conversation with the plumber and ascertain if he has any concerns about the selected product. It's always better to be proactive and address any potential issues before they become bigger ones. Another way the showroom consultant can help ease any apprehension a plumber may have in installing unfamiliar product is to provide a comprehensive, professional specification portfolio that includes all of the information needed. Compile a bind- er or, in today's digital age, email them a complete file for all of the products the homeowner selects, including installation instructions and parts breakdowns for quick and easy reference. Do not rely on what comes in the fixture's box. Paperwork included in packaging is often tossed out or misplaced. Additionally, include a contact list of names and numbers of the manufactur- er's local representative and their technical department so if a problem arises during or after installation, the plumber can easily reach out to the manufacturer for quick resolution. Additionally, supply a list of links to the manufacturers' websites and/or YouTube videos that offer installation help, and, if familiar with any, offer installation tips that might be helpful for a particular brand or technology. For a showroom's larger volume lines, have a parts tool kit on hand and, for those brands that represent a smaller portion of sales, make sure your local representative has parts for the most common problems, such as cartridges, flush valves and diverter kits. Before delivering the material for the job, have a follow-up conversation with the plumber and again ascertain if he has any last-minute questions. Additionally, an important but often over- looked step a showroom consultant should perform is offering installation trainings either in a group format or on an individu- al basis. Consider enlisting the help of the manufacturer's representative to aid in the education. I know they would greatly appre- ciate the opportunity, and see it as a way to train both the installers and sales staff. CYNTHIA R. CARTER " Not allowing the end user to have the ultimate decision about what goes in his or her home does a disservice to our industry." Talk Key Between Showroom & Plumber 24 Kitchen & Bath Design News • September 2016 DPH PERSPECTIVES