My goal as a sales rep is to connect talented kitchen designers with the quality cabinet manufacturers they deserve. I know from personal experience the difference that a good cabinet manufacturer choice can make for your business reputation and your bottom line.
Why Change Manufacturers?
No designer changes cabinet manufacturers unless there is a problem. That problem could have been a major screw up that hurt you financially. Or hurt your reputation.
Or it could be many small issues, like the manufacturer not meeting your customer service expectations. Or not delivering on time. Or there is always some sort of quality problem Or doing things that show a lack of appreciation for your business, like not going out of their way to fix a cabinet that got damaged during shipping. Maybe the quality isn’t what you expected for what the product costs.
The Most Important Consideration?
One of the most important decisions you make when selecting a cabinet manufacturer involves the company’s customer service. It is a part of everyone’s success. You don’t want to invest in a manufacturer that sees their customer service department as nothing more than order processors.
There is nothing more frustrating than when customer service sends back your design or specification challenge. You want them to see through and around your order details. And confidently give you solutions.
For example, they should know how to integrate appliances better than you do (or at least as well). Why? Because they do it every day. And they’ve learned from working with designers and from previous successfully projects.
Ideally, the specials department and/or shop engineers support customer service with the more challenging “one of a kind” pieces. Not just specifying and building them, but making those small proportion adjustments that truly make it look great.
These two groups – customer service and the specials department – working together make for a really great customer service experience. And they represent a crucial part of your success as a designer and as a person who knows how to satisfy their customers.
What Are Your Top Priorities for Changing Or Adding A Manufacturer? Is There A Specific Problem You Are Trying To Solve?
How important are design programs like ProKitchen or 20-20 Technologies? Some lines support both, some support 20-20 only and some use their own pricing and ordering programs.
What are your expectations for quality, customer service, lead times, display programs, co-op marketing, credit, logistics/shipping, and manufacturer processes and procedures?
Questions to Ask When Considering a Custom Cabinet Line for Your Business
- Has all the debris and dirt in the finish been eliminated? You should expect clean finishes free of grit at the custom cabinetry price.
- Do they offer options in top coat sheen? It doesn’t necessarily need to be a 100 sheen lacquer, but anything from a sheen of 5-60 should be available.
- Is the complete Sherwin Williams, Benjamin Moore, or (insert paint company name here) fan deck available at no additional finish upcharge? If not, are their custom color match costs reasonable?
- What are their standard tall cabinet heights? You should expect at least 108”. And 54” for wall cabinets. Higher is better.
- Do they have the ability to source woods like red birch, walnut, rustic maple, alder, wormy chestnut? Along with more obscure species like Sapele, Narra, Crotch Mahogany, Curly Maple, Lyptus, and Brazilian cherry. Less experienced custom shops will struggle to source both solid stock and veneers to pull it off.
- Are flush finished ends sanded flush – with no seam – behind the stile? If not a standard feature, it should be at least offered as an upgrade. Mitering the frame and side is a great way to accomplish this.
- Do they have the ability to do decorative ends, as either applied-as-door, non-working front or wainscot end?
- Do they have passionate, knowledgeable and accommodating customer service and engineering departments that work side-by-side with you to get you what you want? Can they build it if you draw it? See our paragraph above concerning the importance of good customer service / specials department coordination.
- Do they know how high-end appliance panels should look? They better know.
- Are their lead times consistent? If their stated lead time is 7 weeks, but during busy times can be 8-9 weeks, and they communicate these little shifts — this is okay. What you don’t want to see is lead time go from 6 weeks to 12 weeks. This is an indication of chaos and a lack of resources to meet demand.
- Do they ship orders complete and on time? They should be able to commit to a delivery week when your order is signed off.
Before Making a Commitment
Before making a commitment to display or buy samples, a visit to the manufacturing facility can answer your questions and dispel your fears. If you are considering a manufacturer in your region, take the day and go visit the factory.
As your sales rep, I will gladly accompany you and make the necessary introductions. A visit can save you from making the wrong decision. Further, you’ll be given the confidence knowing you made the right one.
How I Can Help You Make Your Decision
As a sales rep, I am here to provide guidance and assistance. To help you with your decisions making, give me a real kitchen — past or present — to price with floor plan and material list. (10×10 kitchens or cabinet lists of 6 to 8 cabinets are only useful for stock lines.)
I will review details of pricing with you. And together we will explore doors, finishes, and wood species options so you have well-informed price representation. Then you can decide if the manufacturer meets your price expectations.
We will get together and I’ll provide samples for you to look at and evaluate the products for quality.
Then, if you are intrigued we can do a deeper dive into price and product manuals so you can determine if the manufacturer offers everything that you need.
The Custom Lines I Represent
