Adopted Retailer June: Harrison James
Continuing our monthly Adopted Retailers series where we follow the journey of small KBB business owners, we check in with Olivia and Harry Weaver from Harrison James, who update us on the renovation of their new showroom…
*Sponsored by Alku
The first question we always ask retailers when we meet in person is: How’s business? In the current climate it’s encouraging to hear the order book is looking healthy.
“We always want to be booked three to four months ahead – ideally six months would be fantastic,” says Olivia Weaver. “We find that around school holidays, we get really close to having no work in the diary, and then suddenly a few people come out of the woodwork and we get booked up.
“This year has been quieter, but we’re still ticking along with bookings to the end of June, and while it’s been challenging, we’re glad we didn’t rush into opening the showroom and throw money around. We’re taking a measured approach, investing in our business strategically.”
It’s been almost a year since kbbreview first stepped foot in the showroom, what’s the biggest change to the space that’s happened in that time? “Our method of thinking,” says Olivia. “I would say ideas, the things we’ve learned, and the way that we’ve designed the showroom.
“We’ve also become less naive about supplier relationships. Now when reps come in, we’re more cautious – we still welcome them, but we’re thinking, ‘Okay, you were great, now let’s prove it.’ We’re more protective of our business and more strategic about our partnerships.”
The last time we caught up with Harrison James, we spoke at length about the ups and downs of supplier relationships. Although not completely resolved, it has led to our adopted retailers being more open and transparent. As Harry explains: “We used to be very committed to specific companies. Now we’re more likely to keep doors open and have conversations.
“We’re willing to sit down and talk. We’ll say, ‘We’re not going to start ordering from you tomorrow, but let’s have a chat.’ It’s about keeping options open and being flexible.”
Away from supplier headaches things are moving on and now one of the biggest problems faced by Harrison James is the environment around their retail space. “The environmental factors are challenging, being on a high street with parking issues, problematic neighbours smoking substances, and the smell coming into our showroom through our ventilation system.
Olivia Weaver on… customer service
“We don’t want to be that company that just gets in, does the job, and gets out. We’d rather go in and do it correctly, making sure everything is right. We look at every job and ask ourselves what would we do differently next time? We never post photos until we’re completely happy with the work. Some companies get to a point where they’re making good money and start cutting corners, but we never want to be like that.
We lose money sometimes through our kindness – like fitting a tap for free for a long-time customer – but we believe in building relationships. We want people to remember Harrison James not just for a good kitchen or bathroom, but for the experience and the way they were looked after.”
“The local police and town council don’t seem interested in addressing these problems. It’s frustrating because these are factors completely out of our control that can impact our business’s perception,” says Harry.
The showroom’s grand opening has been slightly delayed, but the couple will still open the retail space in stages. “We’re going to do a soft launch around the end of June,” says Olivia. “Once we get the kitchen display in and the flooring done, we’ll be ready. For bathrooms, we’ve got two options – it depends on how suppliers want to help us with full displays. If there’s no maneuvering over cost to help us out then we might just show samples downstairs.”
Harry adds: “We’ve got to pick where we want to spend the money at the minute because we need to consider things like air conditioning and possibly solar panels – all things that can save us money in the long run.”
Only after the downstairs of the showroom has been sorted will Olivia and Harry organise a big party. “This is when we’ll really celebrate,” says Olivia. “I think we’ll probably be crying in the corner when it happens!”
With the aim to be fully operational by the end of this year, Harry believes 2026 will be when everything will be exactly how they want it. “We want to give ourselves six to twelve months to truly assess our displays and make sure everything works perfectly,” he explains.
Naturally, the plan for Harrison James is expansion. As Olivia says, they want to invest back into the business. “We want more fitters, potentially have more people in the showroom, and maybe even franchise out. Personally, I’d love to get into house renovation and buying and selling properties.
“We’re not just looking to make money for ourselves – we want to reinvest and create something sustainable. We’re thinking long-term, about building a business that can potentially branch out into different areas, always with the goal of providing excellent customer service and creating unique experiences.”