Apathy is not dead - it is alive and well in the KBSA, according to retailer and member Stuart Irving of Ablutions Luxury Bathrooms

While still musing upon the furore caused by Colin Seaton in the September issue of kbbreview I happened across the aptly titled 'load of cobblers' letter from Neville Johnson in the October issue and I'm glad I did because all of a sudden, in one deft move, Neville revealed to me that our industry is split neatly into two sectors - 'Retailers' and 'Specialists'.

Neville clearly shows which side of the fence he is on - as who else but a retailer would quote off a customers plan and get as far as taking a deposit without carrying out a site survey?

This got me thinking about how many more areas there might be where retailers and specialists differ in their professionalism, and whether or not it is time for us to better define the dividing line between the two and then perhaps make a clear call for action to all 'qualifying' but non-KBSA specialists to have a serious think about membership.

Don't get me wrong, this is no pro-KBSA rant, but it is a pro-specialist rant because I think that if you are a purveyor of kitchens and bathrooms, and you believe you are a 'Specialist' with the sort of values and professionalism that sets you apart from your 'Retailer' competitors, then you should stand up and be counted.

And before anybody says 'what's that Irving banging on about now - he never goes to a meeting anyway' I would agree - the last KBSA meeting I went to was about ten years ago and, rightly or wrongly, I stopped going as all I seemed to be doing was wasting time and petrol listening to Corporate Members sounding off. Pity I didn't stay and do something about it then.

My company does, however, extol the virtues of the KBSA and it does it every single day and to every single visitor to our showroom. The KBSA logo is emblazoned on our stationery, our showroom signage, our vehicle liveries and on our website where we have a KBSA link. Furthermore every quotation we send out has a Consumercare leaflet included in the folder so we definitely fly the flag but the pity of it is we are a lone voice, and we get precious little back-up from KBSA.

So, what's the answer then? Well, here is what, in my opinion, the KBSA need to do:

* Stop banging on interminably to members about Consumercare Plus and how brilliant the scheme is for the consumer when their KBSA kitchen company has gone bust. I'm sorry but I can't get exited about going bust!
* Kick your PR people into life as we no longer get any ideas or press releases from them.
* Organise a nationwide KBSA open weekend.
* Instigate a 'Customer Pledge' that spells out to consumers what they can expect when they entrust their order to a 'Specialist' as opposed a 'Retailer'
* Lobby the Corporates for some advertising support in return for the showroom space we give them.
* Insist that Corporates always use the KBSA logo in their retail advertising.
* Chuck out Corporates that refuse to get rid of their Premium Rate phone numbers.
* Have a look at www.nkba.org as Colin Seaton suggested.

And as for retail members, we equally need to play our part. Here's my suggestions for the actions we can take:

* Invite a wider audience to get together with us, including KBSA 'knockers and whingers', to find out what Specialists want and to not even rule out a fresh start with a new association if that's what it takes.
* Strive towards achieving a level of professionalism (ISO 9000?) that will allow us ultimately, among other things, to operate a fee structure for our design services.
* Agree between us just what status Corporates should have within the KBSA - should they have voting rights for example?
* Be active in introducing the KBSA to prospective members in our own areas.
* Be more active in promoting the benefits of KBSA membership to our customers.
* Enter a dialogue with the KBSA that assists in the formulation of the 'Customer Pledge'
* Again, have a look at www.nkba.org

In my opinion the problems the KBSA has were never made more obvious than when KBSA chairman Tony Nicholas pointed out recently that, at the AGM, the changes to Consumercare were approved by a vote of just 35 members in favour and two against!

But this is what happens I suppose, when apathy has taken over and nobody is watching what is happening - (me included). So if any of this has touched a nerve with you - and you agree that there is a need for a better mandate than that obtained from a paltry 37 votes - then surely you owe it to yourself, and your business, to do something positive about it before the KBSA simply melts away.

And melt away it will - I already know of one KBSA member who has decided not to renew his membership this year because of the changes to Consumercare.  And what did he get from KBSA in response to his letter of resignation?

A credit note for his subscription!

Great to feel valued isn't it? I think you're right Colin - if we can be bovvered - it is time for a few changes.

What do you think? letters@kbbreview.com