Case Study - Anne Wallis
Anne opened her In-toto kitchen showroom in Beverley in May 2000. Many In-toto franchisees had no relevant experience, but Anne won the 'Young Kitchen Designer' award that included a travel bursary to several European manufacturers. While in Germany she toured Wellmann's massive factories and showrooms. Wellmann sells its' kitchens through the In-toto franchise in Britain. Anne saw this as a cost effective, low risk way of fulfilling her ambition, being her own boss in a specialist kitchen studio. Is this a dream come true…... or nightmare? Here's a typical day.
'The alarm screams me up at 7.30. Crawl out of bed, no breakfast. Quick shower and brush teeth. Throw on trousers and top and in to the car. Turn fan heater on de-mist and drive bent over the dash. Perfect hair drier! Pull up ten minutes late at Mrs Fellgate's house to meet fitters. No bad thing. Gives them a chance to unload their tools. I introduce Mrs Fellgate to joiner Lee, electrician Richard. Gas fitter and tiler coming later. We quickly talk through the job. They're great lads but why oh why does Richard have to tell me exactly where he's threading cable, what thickness he's using, how much et al? V boring but he really believes that I need to know!
About to pull out when plumber Terry arrives. Won't let me go until he's put air in my tyres. Tell him it doesn't matter and I'm late but he insists. Finally get away. Hey. This car is no longer a tank. It steers! Thanks Terry!
I like my fitters. They are a good bunch, work brilliantly together and always get on well with my customers. No easy thing when they are tearing the heart out of a home!
Arrive at showroom 10.15. Ahhh! Breakfast. Toast and coffee. Used to be sensitive about eating when a prospect came in but they seem to like the homely smell. Or is it because they end up sharing my breakfast? Read message book. 'Found manhole cover under lino, right where floor cabinet is to go'. Crisis. Change kitchen plan. Phone fitter. Crisis solved. Joan mops my brow. Maybe a helpless woman with cars but am I hot with kitchens! Award Joan, Donna and I a cake because I am so super!
Open post. Junk mail in bin. Must empty bin. Hey! A deposit cheque. My day made! More cakes. Open last envelope. 'We regret to inform you that you have been unsuccessful in your entry for 'Designer of the Year'. Temper tantrum. Hit emergency chocolate. Nice man comes in. Feel better. He wants a replacement basket for a twenty year old cream sink, 'so big' he says, gesticulating with his hands. Oh, I wish I could help! Try talking him in to a new kitchen. Offer to visit for a measure. He'll think about it.
'Phone call from warehouse. My order for two single ovens has been delivered as one double. 'Don't care, just sort it!' I snap. Bitchy? Maybe, but I will not have my customers inconvenienced by a wrong delivery. Sit down to complete sketches for a really weird kitchen. The room has five doors! End up making large centre island as very little wall is free for cabinets. Pass to Donna to finish off, spec and price.
Joan breaks off from paperwork and makes a fabulously healthy Greek salad. We are all really in to healthy eating. After all, where are you without your health and a prospect converting physique? Chocolate cream donuts for pudding. Mad rush to finish quotation and collect brochures for 2.00 presentation. Oh, and better tidy up showroom too. Away with the dinner things, rush out to florists. Live flowers look so much better than dead ones. Couple of light bulbs gone in display. Change them at 2.01. 2.03 Mrs Lambert arrives. Nice to sit down after mad showroom purge. Offer coffee and cake. Really breaks the ice.
I enjoy presentations, offering sketch alternatives to see which really suit customers. I involve them in the design process. Mrs Lambert is not too worried about the oven capacity but wants high security Labrador proof cupboard doors and easy clean surfaces. She really likes what I've done. Once I've found the limestone flooring that she wants I'm sure she'll agree to the £18,400 price tag.
Mr & Mrs Riley bring me a lovely bunch of flowers and a card. They bought elsewhere, tempted by an Italian look I could not really do. They liked my work and appreciated the time I spent with them. Regret not getting order but really kind gesture and they promise to recommend me.
Jayne Bailey, In-toto's franchise manager comes at 4.15 on the dot. She was so helpful in my early days. Now she's here to help update displays. Three are being discontinued and we want to choose some from Wellmann's 2002 collection that will really rubber neck the motorists as they pass my window. Jayne also helps out with the occasional customer or supply problem and monitors my admin to keep me on the straight and narrow. Tea and cakes.
5.30, close the showroom and off for a 6.00 survey at the Clarke's. Nice couple. Most concerned about their young child Darth Vadering my bum as I am taking a crucial measure. The big licky Doberman isn't helping much either. Still, I now know the family make up, what the Clarkes like and dislike about their current kitchen and where all the services are located. That gives me enough to prepare ideas for a full presentation in a week's time.
Home around 7.30, do a quick stir fry and indulge in a large glass of red wine. Soak in a bubble bath. Reflect on life. Yes, I'm happy. I love what I'm doing. The other franchisees are great and you know I'm actually making some quite serious money. Tomorrow I'll go to the gym……and I'll cut down on the cakes too.
Tomorrow never comes, does it?'
11.10. Bed. Sleep. Zzzzzzzzzz
