The eternal question of whether independent kitchen and bathroom retailers should charge for design services sparked lively debate at yesterday’s KBSA conference at the Belfry, with retailers split on the best approach.
Speaking at the event, panellists including Liam Butler from Butler Interiors, Lindsey Copperwheat from TC Kitchens, Jamie Harding from Et Lorem, and Lynne McBride from Tolle Kitchens. shared their experiences of introducing various different permutations of design fees – and the challenges of convincing consumers to pay.
Harding explained that his company offers initial consultations and early designs for free, but introduces a 15% ‘commitment fee’ before proceeding further. “It’s not a full deposit, but it’s enough of a buy-in that people won’t walk away,” he said.
Copperwheat revealed TC Kitchens had only introduced a fee this year, after one difficult customer pushed them to change policy. “We don’t release any plans until that fee is paid,” she said. “The feedback from clients has been really positive. They understand the value.”
Butler argued that not charging risks devaluing the profession. “There’s so much skill and knowledge in this room, but anyone can call themselves a kitchen designer,” he said. “Without charging, we’re not taken seriously.”
However, some retailers in the audience warned that charging could put off potential customers. One attendee argued: “If you ask for a design fee, you might lose seven out of ten opportunities. We’re in business to sell kitchens, not just designs.”
Others suggested the issue is less about whether to charge, and more about when to charge and what customers receive in return. Several retailers emphasised that retaining intellectual property rights until a deposit is paid helps prevent designs being taken elsewhere.
The discussion also raised the question of whether the KBSA could introduce standardised guidelines, allowing independents to move together on charging. While some backed the idea, others doubted the industry could unite given regional differences and competition from national multiples.
As one panellist concluded: “It’s not a yes or no question anymore. It’s about finding the right point in your process to introduce a fee – and making sure your customers see the value.”