by Lons » 13 Dec 2020, 19:45
Most of it has been said already and I've been on all sides of the fence across several businesses
As a wholesaler, distributor of semi finished plastics, Dexion, graphic and display products as well as Tools and machinery around 97% of our business came via trade accounts and that is what we were set up for with reps and telesales however we also had a trade counter and didn't turn away retail sales however the higher margin we got from retail was far far outweighed by the hassle and cost of obtaining and servicing those sales so much so that in the last business I managed I stopped it completely.
Trade sales are quick for several reasons, they usually know what they want and time costs them money, there are also relationships formed so that if things go wrong on either side it's in the interest of both parties to sort it as quickly as possible. The merchant needs volume sales, the tradesman needs reliable product and service. Compare that with the average DIYer who often doesn't know what he's doing and is there for advice as much as a purchase so the time spent with him is out of proportion to the sale value and the staff member while dealing with him is not able to service his regular and important customers either by 'phone or at the counter where they are likely waiting frustrated behind the guy who can't make a decision.
Having a building business in later years I was one of those often frustrated and now while I still can buy many products trade due to contacts and relationships I'm in the DIY category for other things. There are ways to get around the trade issue with many companies where a quiet word with the manager to show you aren't a plonker and about to spend a decent amount or regular purchases can often work.
I'm not for one second saying the good members on here are as described above but the majority of dIYers are in my experience.
Corian's decision has bu**er all to do with reputation of fitting and it's easy to work and install which is why they surround it in mystery, it's a company decision purely to keep the product exclusive and make profit for themselves and registered fitters by keeping prices at a premium. I refused to pay for the courses as the cost in time and fees wasn't worth it to me and I still managed to get Corian through contacts however there are other solid surface worktops that are easier to get, one of them being Karonia Mistral which I used a lot though I did have an account to get the best discounts.
Howdens depend on their list of installers for sales and that's why they offer a design service on behalf of those fitters, it would need a change of direction to sell direct and be seen as competing with their own customers. That said they lose the DIY kitchen installations though with a bit of asking around it isn't difficult to find someone who is happy to get a kitchen for you through their account for some beer tokens and again an approach to a branch manager can work as well as long as he or she doesn't see a conflict.
I have a degree in faffing about (It must be true, my wife says so)