Independent kitchen and bathroom retailers are prioritising workplace culture, flexibility and staff recognition to retain skilled teams, according to panellists at a recent industry discussion.
Lynne McBride from Tolle Kitchens highlighted the importance of leading by example and creating a supportive environment. “We’re flexible with our team, from unloading a wagon to designing kitchens,” she said. “Staff receive vouchers for birthdays or Christmas, and we accommodate things like school performances or medical appointments. As long as the work gets done, people are happy, and that keeps them loyal.”
Liam Butler of Butler Interiors agreed, pointing to long-term staff retention. “Until 2022, we hadn’t lost a single employee. People enjoy working here because they feel valued and fairly treated,” he said, adding that finding the right people in the first place remains the biggest challenge.
Family-run TC Kitchens also emphasised respect and empathy. Lindsey Copperwheat said: “If staff need to take time for family or personal reasons, we make it work. The work environment matters – if it’s toxic, money won’t keep people there.”
Jamie Harding from Et Lorem stressed culture and vision, noting that transparency on company goals helps staff feel engaged. “People want to know where the business is heading. If they feel supported and part of the direction, they stay,” he said.
The discussion also highlighted the broader skills challenge in the industry. Panellists noted an ageing workforce, with many experienced tradespeople nearing retirement and a shortage of young talent coming through. Apprenticeships and formal training were cited as vital tools for developing the next generation of designers and fitters.
However, attracting younger tradespeople remains difficult. One panellist observed that subcontracted fitters rarely take on apprentices, limiting opportunities for training. Some retailers are now looking to employ full-time fitters to create a pathway for apprentices.
Panelists concluded that a combination of strong culture, empathy, flexibility, and investment in training is key to attracting and keeping skilled staff – critical in an industry facing both talent shortages and rising expectations from clients.