When people outside the industry ask what I do, I say… 

I’m a psychologist turned owner of a luxury bathroom design showroom in Brighton & Hove. That usually prompts lots of questions along the lines of “how does that work – do you psycho-analyse people based on their choice of toilet or tiles?”. And the answer is no, by the way!

If I was in charge of this industry I would…

Embrace the synergy with the wellness sector more. We’re seeing a clear shift in client priorities, with more people looking to incorporate saunas, steam rooms and other wellness features into their homes as awareness of the benefits to physical wellbeing and mental health continue to grow. 

What I love most about my job is… 

In my previous career, my day-to-day could feel pretty solitary, and a sense of reward was sometimes difficult to come by. Now I spend my days surrounded by so many wonderful people, my team, our reps, and diverse client base, so there’s always a buzz and rarely a quiet moment in the showroom, which I think I thrive on. 

The thing people might not know about me is…

I used to be an academic psychologist studying errors in high-performing surgical teams, so I have a natural tendency to over-analyse everything – bathrooms included! While the showroom is thankfully far less dramatic than an operating theatre, the underlying team dynamics are surprisingly similar. How people communicate, make decisions, and perform under pressure fascinates me, whatever the setting.

The story I always tell to make people laugh is…

I didn’t come from a bathroom background, so my product knowledge in the early days was a little ropey. I once tried to demo a wash toilet without the splash guard – an elderly lady got a jet of water in the face while I fumbled with the remote saying, “It’s not supposed to do that!”. Mortifying!

The industry person I most admire is…

It has to be Roger Cooper. He was our judge for the Bathroom Retailer of the Year award. Throughout the judging process he shared so much knowledge and advice in such a gentle and informative way. It made me think differently about our business approach and how we fit into the context of the industry more broadly. 

I wish this industry would talk more about…

The rise of AI and its impact on our industry – both the opportunities and the risks. We should be actively exploring how we can use this technology to enhance what we do, while also having more open conversations about the challenges it presents, particularly for small, independent design businesses. There’s a real need to share ideas on how we clearly communicate the value of a truly bespoke, human-led service, and how that differentiates us from what AI alone can deliver.

My proudest professional achievement is…

Winning kbbreview’s Bathroom Retailer of the Year award in 2024, of course. But genuinely, it was a real landmark moment of validation for us. When you’re still growing, everything can feel a bit up and down and there’s a lot of pressure behind every decision, but that recognition from industry experts confirmed we’re on the right path.

I dance in my kitchen to…

Usually something from K-Pop Demon Hunters as the kids have commandeered Alexa. If it was my choice, it would be some of Queen’s greatest hits!

The song I always sing in the shower is… 

Whitney Houston’s “I wanna dance with somebody”.

Steph Warner has joined the regular retailer panel on The kbbreview Podcast. You can hear her and the other panellists every week at kbbreview.com/podcasts or by searching ‘kbbreview’ in your podcast app of choice.