Opening a showroom is supposed to be an exciting step for any independent retailer. For us at Harrison James, it was a leap into the unknown. And as it turns out, a eye-opening crash course in the realities of working with suppliers.

The biggest lesson? Don’t take anything at face value. In this industry, you quickly learn that a handshake and a promise don’t mean much until the product is actually in your hands and you’ve checked it over.

We’ve been led up the garden path more than once by suppliers who talked a good game but didn’t deliver when it mattered.

One supplier sold us a lie about manufacturing, only for us to discover later that they didn’t actually make the units themselves. Also, when things went wrong, we were left chasing answers and, more often than not, cleaning up the leftover mess ourselves.

Change

What’s changed most over the years is the lack of personal touch. It used to be that you knew your suppliers – you could pick up the phone and speak to someone who cared.

Now, it’s all about turnover and profit, and it’s far too easy for people to hide behind emails and false promises. If you’re not careful, your reputation as an independent retailer can take a hit for mistakes that aren’t even your own.

If I could do it all again, I’d focus on working with smaller suppliers – the kind where you know the sales director by name and can get a straight answer when you need one.

Bigger isn’t always better. With the right smaller partners, you can build real relationships and get the flexibility you need to keep your own customers happy.

My advice

So, what would be my advice to other first-time independent retailers? Well, don’t be afraid to walk away from a supplier who doesn’t share your values.

I would also make sure you’ve got some deep pockets, because this business will always cost more than you think. Don’t go into it with blinkers on – be realistic about the challenges you’ll face. You have to be prepared to make sacrifices in your personal life, and you need to be ready to change things at the drop of a hat.

And to suppliers: remember, for us, this isn’t just a job – it’s our livelihood. Please be honest, don’t overpromise, and never forget that your actions have a direct impact on the businesses you supply. If you get that right, you’ll have loyal customers for life. If not, well… there’s always someone else willing to do the job better.