As a business centred around our brilliant people, we’re all about celebrating the team’s achievements. And one of our recent success stories is Louise Smith, who was promoted from Regional Specification Sales Manager to Head of Specification Sales. In this month’s #MeetTheTeam series, we chat to Louise to find out how she’s settling into her new role, how she builds valuable customer connections and where she sees the industry heading.
Q: Congratulations on the promotion! What has been it like transitioning into your new role of Head of Specification Sales?
A: Thank you very much! It’s been a bit of a whirlwind over the past few weeks as I get to know the role and go headlong into reviewing my sales plan for the spec channel. It’s an exciting opportunity – and one I am delighted and very proud to have.
I’m really lucky to be taking over the mantel from Craig Rendall, who has stepped over to head up our Independents, Buying Groups and Showroom channel. Craig has done a brilliant job leading the Specification Sales channel to the successful position it’s in today.
As I have been part of the sales team for the last six years, and in the management team for the last three and a half years, the team and I have already been very involved in the successful plans and initiatives we have implemented to drive the spec sales channel for Bristan Group. This gives me a very strong footing to take the plans forward and continue and expand upon the great work that has gone before me.
Q: What does a typical workday look like in your role?
A: No two days are the same and are very busy as I get to know my new role. I am also enjoying making new contacts and continuing to develop relationships with our clients and a number of key influencers based at our merchant partners. This will ensure we are successfully supporting each other’s businesses and plans, focusing on the new build, affordable housing and care home sectors.
Q: What’s the best thing about your job? And what is it that makes working at Bristan Group so brilliant?
A: I get a real buzz from being able to support our customers and create a brilliant partnership that has lasting results.
Not only that, but I work with an amazing group of people who all share my passion to drive success. A successful leader relies on a brilliant team of skilled people around them – and I know I have that here.
Q: What are your top tips for building connections with customers?
A: There are two things that stand out above all the others. Firstly, honesty builds a trusted relationship with your colleagues and customers, which is invaluable. They need to know and trust that when you say you’re going to do something, you do.
Just as important is listening; it’s all about having an in-depth understanding of what the customers wants and how you can best deliver that. Asking open questions can help to show the customer you are listening to their requirements and applying a considered approach to their specification.
Q: What is it specifier customers are looking for right now? And how do you help customers make the right product choices for their project?
A: It depends on the customer but in general I think trust and reliability are key – especially after the last 18 months. Clients have been through the mill, what with getting their hands on supplies or even having a supplier to talk to when most people were on furlough. They need to know their supply chain will deliver, supporting them, helping them – they need to know they can trust us.
As for choices, well, we make sure we listen to what they want, what their vision for their bathroom or kitchen is, ensure relevant regulations can be met, and we then advise and present a specification based on these factors.
Q: What are some of your favourite Bristan product innovations?
A: I love the fact that we design products with the Installer and the User in mind by making them as ‘brilliantly simple’ as possible.
I think our Wallmount 12 is ingenious – it’s a bar shower fixing kit that has front of wall isolation built in. For our contractors, it makes the fitting of the bar shower so quick and makes ongoing maintenance so easy. It’s also really popular amongst our housebuilder and affordable housing clients as they can see it’s not only a benefit to them in offering their customers something innovative; it’s a benefit to the contractor as it’s super quick and easy to install on site. And of course, it’s a benefit to the end user as they have flexibility with upgrades. It’s a win-win all round.
Q: What excites you about the industry at the moment? Are there any trends you predict?A: It’s probably about how prolific it is. It’s great to see trade press headlines everyday around how strong the construction sector is currently. There has been so much media doom and gloom over the last 18 months, so to read such positivity is a delight.
As for trends, it’s probably around the increased need for water saving technologies. We have the Future Homes Standard coming in 2025, which is going to really change the landscape of the traditional house build as the need for modern methods of heating homes will be required as standard – possibly no more combi boilers but instead a need for air source heat pumps.
Q: How well do you think building sector is recovering after Covid? And how has Bristan Group been supporting builders during challenging times?
A: The construction sector is really strong, but there are the ongoing challenges with supply and rising costs of materials. So yes, I think it is recovering well; however, I do think the current challenges around costs and supplies are causing some concerns.
As for how we have supported our customers, very well as always, I would say! We have always done our best to keep all our customers regularly informed of what is going on at Bristan, whether that is updates on how we were/are reacting to Covid, but also product availability, costings and general help and advice when our customers need us.
Q: Tell us a fun fact about you.
A: A number of years ago, I appeared on BBC’s ‘Can’t Cook Won’t Cook’ with Ainsley Harriot. We cooked paella and I burned my onions that badly Ainsley had to stop filming and try to fish them out of my pan.
As he said on camera, it looked like little ants floating in my paella. I went on to win the program! I’m not quite sure how, maybe it’s because my opponent was even more useless than me as she tried to chargrill her frozen peas! I’m pleased to say my cooking has improved no end over the years – maybe Ainsley helped me find my inner chef.
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