For ten years, I’ve had a sit at the table to watch how the Internet has shaped our behavior, when it comes to buying products.  There was a time, not so long ago, where we viewed the web as a novelty.  It was the shiny new toy that put the world at our fingertips.  But when asked to forfeit our credit card information, while making a purchase,  we often hit that ‘Submit’ button with some apprehension.

Fast forward ten years and now, the Internet lives in the palm of our hands.  We are so tethered to our smartphones that it is inconceivable to think that we can leave the house without our trusted electronic device.

This technology may give us the tools to price compare or find out what our friends think, but it can’t replace the necessity for face-to-face communication when buying or researching kitchen & bath products.  This is still the domain of the showroom rep.   A potential buyer can scour the Internet for information, recommendations and reviews of kitchen & bath products, but if they are looking to match  good design and product selection, they need to rely on the expertise of their local kitchen, bath & plumbing showroom representative.

The Ultimate Bath Showroom has some very talented showroom representatives (reps),  so I decided to get their input about the kitchen, bath & plumbing industry and the showroom experience.  These are dedicated professional, who come to the job with various opinions and experiences, but the one constant that they do share, is their commitment to continuous learning about all things kitchen, bath & plumbing.

With the help of Rand Hinman, TUBS’s Director of Showrooms, we got reps from across New England: George from Rutland, Vermont, Tiffanie from Exeter, NH and Beth from Westerly, Rhode Island.

How have the technological advances in materials and manufacturing changed the  kitchen & bath industry?

George: Like most industries,  materials and manufacturing have gotten better.  Products are being better built for less money and are maintaining their level of quality.  Digital valves and digital music are being incorporated into product design.

Beth: We are seeing a large push in the direction of digital technology.  Incorporating computers into the basic structure of plumbing design in the home.  We are seeing new materials used as well such as copper, all kinds of stone and glass.

What kitchen & bath manufacturer is separating themselves from the pack and why?

George: I would say Rohl. They have good customer support, great products and they support their dealers against discounted web pricing. They offer a wide range and styles without having too many discontinued products.

Beth: Kohler continues to set a high standard for the kitchen and bath.  They continue to develop products that are current with home construction and renovation trends.  They have embraced the evolving technology of today’s younger generation while at the same time providing design solutions for our aging population as well.

Is the showroom experience as necessary part of the purchasing experience and why?

Tiffanie: I definitely think that the showroom experience is vital.  At TUBS, we are very hands on.  We are putting together the whole package and providing that important local resource.

Beth: It should be. We are experts in our field and are trained to help guide people to what products will work well for them for many years to come.

What value do you believe that a showroom rep. brings to the purchasing of kitchen & bath products?

George: We bring the product expertise.  Manufacturer reps.  are always in our showrooms, so we know the strengths and weaknesses of products. We know who will stand behind their products.

Tiffanie: Showroom staff can take the consumers through the buying process. The customer has the reassurance of knowing who we are and knowing we will be there to help them along the way and long after project is done.

What is your greatest asset against e-commerce sites?

Beth: We can be reached by phone, email or (unlike the internet) in person.

George: Personal contact, experience and foundation to get back in touch with the customer after the project or years later when they need help.

Tiffanie: We are accessible and we have a deep base of knowledge.

I would like to thank George, Beth & Tiffanie for their time and dedication to strong customer service.