First word | Love triangles

Why triangular communication is important for those in the kitchen and bathroom industry

10 Dec, 19

Editor of Kitchens & Bathrooms News Philippa Turrell looks at you should love triangles – as three-way communication communication is powerful for businesses

Love triangles


So we’re nearing the end of 2019 and what a whirlwind it’s been both politically with one (maybe two) Prime Ministers by the end of the 12 months, and economically with the high street continuing to face challenges.


Mothercare has been named the latest casualty, joining the likes of Better Bathrooms, Bathstore and McCarron & Co.

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Although interestingly these bathroom and kitchen companies have been rescued, reflecting the spectacular uncertainty in the retail market.

While the year may have been unpredictable, challenging and perhaps unclear, there has been one point of clarity and that has been the need for effective communication.

And this must be throughout the supply chain to help assist kitchen and bathroom sales in all channels – a triangle of communication.

Consider improved communication from management to staff and the customer, not only minimising design misunderstandings but also enabling a quicker agreement to the sale.

How about enhanced interaction between manufacturers, retailers and customers to ensure out-of-stock products don’t cause delay and upset the end user?

Or perhaps there could even be an exchange of ideas between distributors, housebuilders and showrooms to aid retailers who wish to expand into contract sales.

The triangular communication could also be used in marketing with retailers working with influencers to create valuable content, promoting their services to consumers.

While the “trade partner” relationship from manufacturer to retailer is nothing new, bringing the customer or housebuilder into the equation creates a new dynamic.

It has been widely reported end-users don’t like being sold to but want to bring in their own ideas inspired by social media to showrooms, and developers are looking for alternatives to “bog standard” bathrooms and kitchens. So both parties demand a consultative approach.

Supported by manufacturers equipped with national sales trends, instore and online brand marketing, who exchange information about stock availability, the retail sales triangle is complete and offers a win for all parties.

Certainly those who master this triangular method of communication are best positioned to capture seamless sales now and when consumer confidence returns following the General Election and Brexit negotiations.

There’s a reason why the triangle is the strongest shape in nature. Become a force of nature in bathroom and kitchen sales.

Read the editor’s view on how retailers must step up to create showrooms which offer an experience to fend off DIY, merchants and internet sales.