Angela Poirrier
Angela Poirrier, CAPS, isn’t just a designer. According to her peers, Poirrier – owner and designer, Acadian House Design + Renovation, in Baton Rouge, LA – is a leader in an industry that is constantly evolving. She loves learning as well as passing along her expertise to others. From attending KBIS to more local NKBA and HBA meetings, she uses her insights to drive the industry forward. Among her initiatives are maintaining a regularly updated blog and hosting over 100 seminars to keep both peers and clients abreast of the latest trends and developments.
Within her own business, she has developed a system and process for every step along the project timeline. She then monitors and analyzes these processes to ensure they remain both effective and profitable for her team. Meanwhile, her marketing plan has allowed her to know the return on investment of every dollar spent and to forecast well into the future.
Although it may not come with a title, being recognized as a leader among her colleagues is among Poirrier’s proudest accomplishments. Through her own drive to learn and grow within the kitchen and bath industry, she has become a go-to for others seeking to understand everything from successful marketing and client relations to hiring employees and subcontractors.
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Earning Trust in a Skeptical World
The figures are shocking. Less than 25% of Americans trust the federal government to do the right thing, according to a recent Pew survey. And it’s not just Uncle Sam. Approximately a quarter of the U.S. population does not have a religious affiliation. One-third of Americans don’t trust the media to tell the truth, reaching a historic high, according to Gallup.
Can you blame people for being skeptical, weary and trust adverse? There have been monumental failures of leadership, deceptive practices, the use of “alternative facts” and outright deceit from brands, the government, public figures and media outlets that at one time offered a definitive perspective on the day’s news. Unfortunately, Walter Cronkite is not around any longer.
Becoming a Trusted Resource
How does a kitchen and bath showroom, in the midst of ongoing pandemic concerns, booming business volume and never-before-seen supply chain challenges, earn and maintain the trust of a skeptical customer base and market?
In her new book Trustworthy: How the Smartest Brands Beat Cynicism and Bridge the Trust Gap, Margot Bloomstein provides a process for becoming a trusted resource for a showroom’s client base. That road map has three parts: voice, volume and vulnerability.
Voice refers to the consistent and familiar way in which a brand engages with its market both verbally and visually. A brand’s voice elevates a showroom or design-build organization’s most important qualities and characteristics.
Volume refers to the amount of information that a brand produces and determining how much content is enough. If you review kitchen and bath showroom websites, most will feature a portrait or project gallery with lots of kitchen images. Where this use of imagery falls short is that there typically are only images without explanation of anything. It’s volume for volume’s sake, and too often it’s mind-numbing. Do you really believe that posting pictures of 50 different kitchens shouts to your customer base, “trust us”?
Showroom customers want and need affirmation. They want to feel confident in their knowledge and ability to make the right decisions for their project. They need for showrooms to make them smarter. Showrooms can earn trust by teaching their customers to trust themselves by providing information and resources that make decision making and working with a showroom easier.
At TraVek (Scottsdale, AZ), teaching customers to trust themselves begins and ends with strong communication and education. The showroom establishes trust with its market by offering monthly remodeling seminars in the showroom, sharing dinner with a crowd on average of 20 to 25 homeowners and explaining what’s involved in the renovation process, information that they need to know, expectations, timelines, how to interview and evaluate contractors and price points to consider.
TraVek’s Susan Raisanen explains that trust building begins with an initial meeting with a client at their home with all decision makers required to attend. Timelines are explained and agreed to, which is especially important in today’s environment when many showrooms may not be able to supply product or start projects for four to six months from the time a contract is signed. TraVek continues to communicate with every client that is waiting weekly with a phone call, email or text depending on how the customer prefers to receive messages. “Even if the message is nothing has changed, reaching out and having a weekly touch point says to the customer ‘you have not been forgotten, we still care about you,’ and that helps to reinforce the trust factor with our showroom,” Raisanen said.
At Murphy Bros. Design, Build, Remodel (Blaine, MN), the new supply chain paradigm has changed the sales approach. John Murphy explains, “We are completely transparent with customers, especially at initial meetings. Realistic timelines are presented, goals are established and market conditions are shared. We’ve even modified our proposals to highlight in the project scope the potential for delays at the start, in the middle and even before a project can be completed. We found that if we set expectations at the front end of projects, clients understand and they realize that other industries are experiencing similar challenges.”
Murphy Bros. also encourages its clients to select a plan B for each product type in case there are unexpected production delays and steers clients away from products that it knows can’t meet deadlines. The company also created a small woodshop in the back of its facility and retained a full-time woodworker to build custom cabinets if product is needed immediately that cannot be obtained through traditional channels.
Vulnerability refers to the uncertainty that comes from exposing your business to risk and criticism in the hope of improving, finding support or connecting with those who share similar values. Bloomstein claims that vulnerability is a corporate strength. It trades the safety of sure bets and certainty, such as three-week lead times, for choices that open the organization to risk, such as we can’t tell you definitively when your cabinets will arrive, that results in potentially greater rewards because you are being honest and setting realistic expectations.
Vulnerability is how a business makes its values visible, how it owns mistakes, how it deals with the unexpected and how values are expressed and why.
Richard Campbell (Bath, Kitchen & Tile Center with three showrooms in Delaware and one in Maryland) did not receive a positive reception from his builder clientele when he informed them of product delays and unidentifiable delivery dates. “Almost all of our major builder clients told us they were walking away, only to find that other destinations had the same problems that we were experiencing. We understand what our builders’ priorities are and started crafting solutions to meet them, such as ordering cabinets before a house is framed and working with the builder to adjust the framing to accommodate cabinet dimensions.”
Bath, Kitchen and Tile has crafted stronger partnerships with its builder clientele by working together to develop supply chain solutions. “You build trust by recognizing and explaining to clients that we are in this together. Let’s develop solutions and provide options that work, when others in the industry are resigning themselves to the belief that there is nothing they can do,” Campbell stated.
Tom Caruso (Caruso Cabinets, Avon, OH) shifted his business model to take advantage of the surge in new home construction. He, too, is ordering cabinets before a home is framed and ordering truckloads of product weekly. This has provided Caruso the flexibility to pivot when necessary and supply product based on the progress of a project, client needs and highest priorities.
Bellmont Hardware showrooms in the San Francisco Bay area have personalized communication with customers by moving to appointment only. “This enables our sales team to provide undivided attention that results in more credibility and trust with customers,” related company general manager who also happens to be named Rich Campbell.
Bath Kitchen & Tile, TraVek, Caruso Cabinets, Murphy Bros., Bellmont and others all are advising their customers not to start demolition until all product has been delivered. Most customers have resigned themselves to the longer timelines and to be patient. Bath Kitchen & Tile has been promoting a financing option to its clients that has been well received because payment does not begin until products are delivered. The company also is developing an automated communication system that updates clients on the status of their project every two to three weeks with varying messages that keep enthusiasm high, telling customers how important they are and encouraging outreach to the showroom if there are questions. The message is that Bath Kitchen & Tile wants to hear from its clients and talk to them during the wait period.
You can’t have too many touchpoints in this environment, claims Brendon Murphy (Charleston Cabinetry & Countertops, LLC). At initial client meetings, he explains the 10 stages of a project from the initial design consultation to customer sign off at the end. “Reviewing each stage of the product sends the message that we want our customers to understand what is involved and demonstrates that our approach is well organized and thoughtful, which helps to build trust,” Murphy said.
Many showrooms have found that there is a silver lining to the supply chain’s dark cloud. Tom Caruso explained, “Because of lead times, our attention to detail has never been stronger. We check and double check every order to eliminate mistakes because if there is a problem, it may take four months or longer to resolve.”
Brendon Murphy sends the message to his clients that he needs their help to get them what they want. At initial meetings, he asks clients how much they want to invest in their property and explains that, at the end of the day, his goal is to add more value to their home than the amount of their investment.
Kitchen and bath showrooms can build trust with consumers by effectively managing customer expectations, by using their voice in the right volume, making it easy to do business with them at every stage in the customer journey and to allow themselves to be vulnerable by explaining how they are addressing challenges and responding to problems with transparency and honesty. And the entire industry can benefit from the sage advice of Mark Twain, who said, “If you tell the truth, you don’t have to remember anything.” 
Tom Cohn serves as the exec. v.p. of the Bath & Kitchen Business Group and president of Cohn Communications, Inc., a full-service strategic marketing and public relations agency headquartered in Bethesda, MD.
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Ginger Rabe
Taking pride in custom designing each kitchen so that each has its own identity, Ginger Rabe, founder of Ginger Rabe Designs, LLC, in Carlsbad, CA, focuses on current trends as well as what is timeless.
With a Master’s Degree in architectural building within sustainable design from Jefferson University in Philadelphia, Rabe is now a professor of the Master’s program at the Design Institute of San Diego. This position allows her to share her knowledge of the kitchen and bath industry and sustainable design.
Rabe is on the board of the NKBA of Southern California chapter, and is also on the speakers bureau for the San Diego Green Building Council and the advisory council for Palomar College Interior Design Department. In addition, she gives master classes on kitchen design, and is a TedX speaker on healthy spaces.
In 2020, she received the Power Business Woman Award, and in 2021 received an award for the San Diego Favorite in Kitchen Design and Construction.
Proficient in design-build, Rabe reports that she will be getting her general contractor’s license this year, as her firm also builds custom homes. Her furniture line includes five unique pieces – each named after someone in her family – that pair perfectly with her cabinet designs.
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A General Timeline for Your Kitchen Remodeling Project
If you’ve been hesitant to begin your kitchen remodeling project, you’re going to want to read this article. Yes, it’s no secret that a remodeling project is not merely a simple task. A kitchen remodel can be an intricate project which requires careful details and planning. This fact alone can lead homeowners to push off their much-needed house projects. However, don’t let this deter you from creating the kitchen of your dreams. With the right consultation and team, your kitchen project will be planned out and ready to begin in no time.
Consultation
The first step in your remodeling journey is consulting with your renovating professionals. The consultation lays out the groundwork and introduces you to the wide variety of kitchen possibilities offered for you. After you schedule your consultation, you can even spend some time perusing the internet for some kitchen images you like. This will give your designer an idea of your style. Call your nearest Kitchen Solvers today for your kitchen consultation!
Design and Selection
On your next consultation, you will choose your kitchen design and layout. There are many to choose from and based on your wants, needs, and functionality we will help you to narrow down those decisions to find the perfect fit for your home. This process normally takes 2-8 weeks depending on availability and scheduling. It’s an important choice and we want to ensure you are not rushed through your decision-making process.
Project Planning
After you choose which designs to be implemented into your home, we can fully get the ball rolling on beginning the project planning. This step is where we fully introduce you to your project manager. Your project manager will facilitate and organize all the steps which need to be taken to complete you newly remodeled home. They’ll keep you updated on each step as the process begins to take way. When the project planning is complete, you’ll have a good idea of when to expect the installation crew to come.
New Kitchen Installation
New kitchen installation takes around 2 to 3 weeks. This final step involves the demolition of your kitchen by tearing out all the existing cabinetries. Then implementing your electrical and plumbing wires and pipes to work with your new appliances and light fixtures. Once the plumbing and electricity is configured, flooring and cabinet installation can begin. Typically, these installations each take around 3 days to complete.
The lengthiest part of your new kitchen is the completion and installation of your countertops. This process takes the longest because a custom template must be created using the exact measurements from your home. Once the countertops are in place, plumbing and appliances can be fully installed. The finalization of this step means your new kitchen is almost ready! Lastly, a backsplash and tile are incorporated into your design scheme giving more character and personalization to your home.
Kitchen Solvers
At Kitchen Solvers, we want to ensure that you, the homeowner, protect and preserve your beautiful kitchen. The most important factor in how to make a kitchen remodel easy is getting help from professionals. At Kitchen Solvers, our expert design team can help you create the ultimate kitchen that fits your budget and offers some of the best features and styles available.
And be sure to read our helpful articles: How to Make a Kitchen Remodel Easy and Confused about Cabinet? A Guide to a Cabinet Reface or Replace!
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Trade Associations Urge U.S. Action on Supply Chain Challenges
WASHINGTON, DC — The Association of Home Appliance Manufacturers (AHAM), the trade organization representing many of the industry’s leading appliance suppliers, has lent its voice to a four-member coalition of trade associations urging immediate action by the Biden administration and Congress to address ongoing global supply chain challenges.
The Washington, DC-based AHAM yesterday joined the Air-Conditioning, Heating and Refrigeration Institute (AHRI), the North American Association of Food Equipment Manufacturers (NAFEM) and the National Electrical Manufacturers Association (NEMA) in releasing a white paper outlining how supply chain disruptions, which are being compounded by the COVID-19 pandemic, “are hurting the competitiveness of U.S. manufacturers, stalling the U.S. economic recovery (and resulting in) unprecedented damage to the global product supply chain.”
The call for action comes one day after a coalition of workers from across the supply chain warned world leaders that global trade is facing a potential “global transport system collapse” if governments do not restore freedom of movement to transport workers and give them priority to receive COVID vaccines that have been approved by the World Health Organization (WHO).
“The ability to produce and deliver home appliances to consumers has been dramatically hindered by the COVID-19 pandemic and other supply-related issues, creating hardships for consumers and for businesses at every step in the supply chain,” said Joseph McGuire, president and CEO of AHAM. “The result is ongoing shortages of products, materials, components and labor, leading to delays and increased costs,” McGuire said, adding that, in some cases, the supply chain timeline has doubled or tripled.
“This is at a time when consumers are spending more time in their homes and more dependent than ever on home appliances to keep their families healthy and their homes clean,” he said.
The request by AHAM followed a series of meetings between association members and Biden administration staff, centered around issues important to AHAM-member companies, such as the Section 301 China tariffs, Section 232 steel and aluminum tariffs, labor shortages, increased costs for shipping containers and increased shipping times, and semiconductor shortages, AHAM said.
“Combined with increased demand for appliances and equipment, supply chain bottlenecks have negative consequences, including increased costs, lost sales, delayed deliveries of critical products to consumers in the face of supply chain backlogs, and even shutting down manufacturing plants,” the association contended.
AHAM acknowledged that many supply chain issues will require long-term solutions, but the coalition also requested immediate relief from policymakers through tariff removal and fair allocation of semiconductors to all industries.
“Quick implementation of these and other policy solutions may help prevent a continued worsening of the availability of manufactured products in the U.S., while increasing productivity and stemming product cost inflation,” AHAM said.
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Accessorizing the Kitchen
As homeowners spend more time at home, working and living in their kitchens with their families, the desire for streamlined functionality and a cleaner appearance has only continued to grow. Sought-after details for organizing pantry items, charging electronics and putting everything in its place are just some of the requested details for kitchen accessories and cabinet interiors.
Ease of use is a must for these elements, but aesthetics and beautiful finishes are also part of the mix. Manufacturers have proven to be up to the task, however, as cabinet pullouts don’t just offer function, but do it in style; and accessories deliver the best in function while blending in and even enhancing their surroundings.
Following are some of the hottest trends in interior fittings and kitchen accessories right now.
–Storage accessories are increasingly becoming customized for how homeowners use their space, with removable caddies, utensil storage, adjustable drawer inserts and movable pegs being used.
— Power sources for charging electronics are being hidden away, with customized spaces being created in drawers and nooks for convenient powering up.
–Pullouts now include very specific functional accessories, such as knife blocks and bins that keep items close at hand.
–Reaching into dark cabinets, corner spaces and high storage is becoming a thing of the past, as interior storage units now easily bring the items to the user.
–Using every inch of space is a must in today’s organized kitchens, and spices, sheet pans and cooking utensils find their own spaces in carved-out storage.
–Shelving continues to grow and evolved in the kitchen, with styles ranging from live edge wood to industrial metal.
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Kitchen of the Month Winner for New Cabinets for September
Kitchen Inspiration by Kitchen Solvers of Raleigh
Project Location: Apex, NC
Remodel type: New Cabinetry
Type of door style: Kitchen Solvers Classic Collection Seamless Shaker
Remodel style: Traditional
Color: Snow
Countertop: Quartz
Countertop color: Venato Extra
Backsplash: Venato Extra Quartz
For more information about this project, please visit Kitchen Solvers of Raleigh’s Blog.
Find a location near you.
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Kitchen of the Month Winner for Cabinet Refacing for September
Kitchen Transformation by Kitchen Solvers of the Gulf Coast
Project Location: Clearwater, FL
Remodel type: Cabinet Refacing & New Cabinetry
Type of door style: Kitchen Solvers Classic Collection Seamless Shaker
Remodel style: Transitional
Color: Gale Force
Countertop: Silestone
Countertop color: Bianco Calacatta
Backsplash: White Tile
For more information about this project, please visit Kitchen Solvers of Gulf Coast’s Blog.
Find a location near you.
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Spotlight Kitchens of September – New Cabinetry
- Project Location: Clearwater, FL
- Remodel type: New Cabinetry
- Type of door style: Bristol
- Remodel style: Transitional
- Color: Snow White
- Countertop: Silestone Quartz
- Countertop color: Polished Calacatta Gold
- Backsplash: Silestone Quartz full height polished Calacatta Gold
For more information about this project, please visit Kitchen Solvers of the Gulf Coast’s Gallery page.
- Project Location: Parkland, FL
- Remodel type: New Cabinetry
- Type of door style: 1300 series
- Remodel style: Transitional
- Color: White
- Countertop: Quartz
- Countertop color: Calacatta Barcelona
- Backsplash: Quartz Calacatta Barcelona
For more information about this project, please visit Kitchen Solvers of Fort Lauderdale’s Gallery page.
- Project Location: Clearwater, FL
- Remodel type: New Cabinetry
- Type of door style: Catalina
- Remodel style: Transitional
- Color: White
- Countertop: Granite
- Backsplash: Tile
For more information about this project, please visit Kitchen Solvers of the Gulf Coast’s Gallery page.
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Spotlight Kitchens of September – Cabinet Refacing
- Project Location: Spring Grove, IL
- Remodel type: Cabinet Refacing
- Type of door style: Shaker Bevel
- Remodel style: Traditional
- Color: Snow White with Walnut Glaze and Sage SuperMatte for Island
- Countertop: Quartz
- Countertop color: Galant Gray
For more information about this project, please visit Kitchen Solvers of Grayslake’s Gallery page.
- Project Location: Miami, FL
- Remodel type: Cabinet Refacing
- Type of door style: Elegante II
- Remodel style: Contemporary
- Color: Mist Super Matte
For more information about this project, please visit Kitchen Solvers of Miami’s Gallery page.
- Project Location: Boca Raton, FL
- Remodel type: Cabinet Refacing
- Type of door style: Tribute
- Remodel style: Transitional
- Color: Classic White
- Door Material: Maple
For more information about this project, please visit Kitchen Solvers of Fort Lauderdale’s Gallery page.
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