Lockdown will lead to a “fundamental shift”, says leading retailer

The way retailers interact with their clients will permanently change for the better because of changes forced by the lockdown.

That’s the view of Luke Wedgbury from Coalville Kitchens in Leicestershire after he saw a doubling of online enquiries in the weeks following the closure of his showroom at the start of lockdown.

Speaking on the latest episode of The kbbreview Podcast, Wedgbury said that before the lockdown he wouldn’t have dreamt of doing a presentation via Zoom.

“Maybe I would’ve done it if it was a client where I wasn’t that confident in actually making the sale but, since the lockdown, remote presentations are all I’ve done and it’s been really successful,” he said. “ So there’s no way that I’m just going to disregard this and just go back to the normal sales process. Remote design is definitely something we’ll look at moving forward.”

“We’re in an age where everything is instant, isn’t it?  So virtual consultations is a way of feeding that and saying to clients that we can do things quickly. We don’t have to find a space in your diary and wait for you to come to the showroom, we can do it this afternoon if you’re free for an hour.

“So it makes sense and I can guarantee you that, like us, there’ll be a heck of a lot of retailers up and down the land saying ‘why didn’t we do this before’?”

You can hear the full interview on the latest episode of The kbbreview Podcast by clicking here or by searching ‘kbbreview’ in your podcast app.

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