For closet and custom cabinet firms, the role of vendors is very important. A reliable network of suppliers can make or break a project, impacting timelines, budgets, and, ultimately, client satisfaction. We spoke with industry leaders to gather insights on cultivating these crucial relationships.
Thomas Laville, owner and founder of Laville Cabinets in Baton Rouge, Louisiana, emphasized the importance of loyalty. “Pick a few vendors you like and be loyal to them, even if it means paying a little more,” he advised. This strategy proved invaluable during the pandemic, he said, when supply chain disruptions wreaked havoc on the industry. “This was huge for us during the COVID shortages. We never had material shortages.”
Beyond loyalty, Laville stressed the significance of mutual respect and accessibility. “Make time for [vendors] when they roll out new products or need to meet,” he said. “Even on busy days, when they pop in unannounced, a quick, friendly hello is important so they make time for you when you need some attention or a special favor.” This open-door policy also fosters a collaborative environment where both parties feel valued.
Jennifer Williams, president of Saint Louis Closet Company, echoed the importance of open communication. “Foster transparent communication,” she advised. “Establishing open communication channels (e.g., regular check-ins or status updates) helps align expectations on both ends. When issues arise, discussing them openly encourages quicker resolutions.”
Williams also advocates for a shift in perspective, encouraging businesses to view vendors as partners rather than mere suppliers. “Build long-term partnerships,” she suggested. “Treating vendors as partners...builds loyalty. Share business goals and forecast demands to help them plan resources, which ultimately reduces delays and cost overruns.” This collaborative approach fosters a deeper understanding of each other’s needs and challenges, leading to more efficient and mutually beneficial outcomes.
Kate Bernyk, partner and designer at Distinctive Design, highlighted the human element in these relationships. “We have found our most effective route to be kindness, understanding, and when in a pinch — leaning on our connections from the ACSP community,” she shared. Recognizing that everyone prefers to work with pleasant and respectful clients, Bernyk emphasized the importance of being a “client we would want.” This approach, she believes, encourages vendors to “go above and beyond” and even “move mountains” to assist.
Bernyk also acknowledged the realities of the industry, where tight deadlines and unforeseen issues are commonplace. “Naturally, things work the best when all materials are ordered in a timely fashion, and there are minimal installation pressures,” she admitted. “However, that is rarely the case. Add in the fact that we are humans and balls are occasionally dropped, having a vendor be on your side is critical.”
To foster these strong relationships, Bernyk advocates for a personal touch. “Our best vendor relationships are the ones that have been softened with good old-fashioned bribery — generally via hand-written notes and gift cards,” she revealed. “We have found that they are willing to go above and beyond for you when they feel like their efforts are seen and appreciated.” These small gestures of appreciation can go a long way in building trust and goodwill.
In addition to proactive communication and relationship building, Williams highlighted the importance of preparedness. “Develop backup plans,” she recommended. “To ensure consistency, maintain relationships with backup vendors. Having an alternative supplier ensures continuity during unforeseen issues without compromising on quality or timelines.” This strategy mitigates risks associated with unexpected disruptions, ensuring projects stay on track.
Also, it is important to remember that vendors are experts in their respective fields and can be invaluable. Leveraging their knowledge and experience can lead to innovative solutions and improved product offerings for closet and custom cabinet firms.
When asked about the most common inventory management challenges for closet companies and how to alleviate them, Shari McPeek, CLIPP, Marketing Services Manager, Rev-A-Shelf, said that the difficulty of predicting demand is a top concern that can result in overstocking or stockouts. “This can be mitigated by leveraging historical sales data, trends, and market insights to improve demand forecasting,” she said. “Accurate forecasting addresses this issue and helps manage another common challenge—supply chain disruptions, which can lead to delays and increased costs. By forecasting demand more precisely, manufacturers can source materials in advance, reducing the impact of these disruptions.”
When selecting hardware and accessories, key factors include consistent product quality, a diverse and customizable product range, and dependable delivery performance.
“Strong customer support, technical assistance, and after-sales service are equally important,” McPeek added. “Assess the manufacturer's technological capabilities, commitment to innovation, and compliance with industry standards through certifications and documentation. Manufacturers can support this evaluation by offering product samples, demonstrations, pricing analyses, and client references to ensure they meet your quality and operational needs.”
By embracing these strategies, businesses can cultivate strong vendor relationships that contribute to their success and ensure projects are completed on time, within budget, and to the highest quality standards.
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