The Challenge

Our client was well-established independent family kitchen business with three showrooms. They faced a common challenge: efficiently converting marketing enquiries into qualified showroom appointment meetings.

While their marketing efforts generated a healthy volume of leads, their internal team lacked the dedicated time and resources for consistent and effective follow-up. This resulted in missed opportunities and a bottleneck in the sales process. Furthermore, managing appointments across three branches required careful filtering based on customer location and showroom availability, adding another layer of complexity.

Our Client’s Value Proposition

Our client provided a lot of value to their clients too. They have been an independent family business since 1982. Our designers are passionate about giving clients the Wow! Factor with honest pricing and a truly personalised, bespoke experience, always with a focus on sustainability and exceptional craftsmanship.

We invite you to take advantage of our award-winning design team to help and guide you through your project, turning your kitchen dreams into a stunning reality.

Our customers are at the forefront of everything we do, from the quality of our products and transparent pricing to our outstanding service. We pride ourselves on tailoring each project to your unique needs.

Finally, their Chairman pledges to price match any like-for-like quotes, ensuring you receive exceptional value for your dream kitchen.

Our Solution

To address their challenges and maximise their appointment booking potential, we implemented a dedicated lead qualification and appointment setting service.

Over a focused period, our team acted as an extension of their sales operation, proactively engaging with marketing enquiries and strategically qualifying them for showroom appointments. Our qualification process focused on gathering key information to ensure only the most promising prospects were scheduled:

• Quick Response: We agreed an SLA in regards to calling new enquiries, making the most out of every opportunity.

• Project Timeframe: We established the prospect's timeline for their kitchen project. Understanding their urgency allowed us to prioritise appointments and align them with appropriate design team availability.

• Visit Preference: We determined whether the prospect preferred an initial home visit or a showroom visit. This crucial information enabled us to schedule the most suitable type of appointment and allocate resources effectively across the three branches.

• Budget Discussion: We initiated a sensitive discussion around the prospect's budget expectations. This helped to ensure alignment with pricing and product range, preventing wasted appointment time with prospects outside their target market.

• Vision Exploration: We engaged prospects in a preliminary discussion about their kitchen vision, including their style preferences, desired features, and overall aesthetic. This provided valuable context for the design team and ensured a more productive initial meeting.

• Branch Allocation: Based on the prospect's location and preferred visit type, we strategically filtered and offered appointment slots at the most convenient and available of the three showrooms.

Results:

Over a period of 260 hours of dedicated effort, our team successfully generated 82 qualified showroom appointment meetings for our client. This represents a significant increase in their capacity to convert marketing enquiries into valuable face-to-face consultations with their design team.

By effectively qualifying leads based on timeframe, visit preference, budget, and vision, we ensured that their award-winning designers were spending their valuable time with genuinely interested and suitable prospects. The strategic allocation of appointments across their three branches also optimised their showroom availability and logistical efficiency.

Conclusion:

This case study demonstrates the significant impact of dedicated lead qualification and appointment setting on a kitchen retailer's sales pipeline. By addressing the client's challenge of limited follow-up capacity and implementing a structured qualification process that considered timeframe, visit preference, budget, vision, and branch availability, we were able to deliver a substantial number of high-quality showroom appointments. This ultimately empowers our client’s experienced team to focus on what they do best – turning kitchen dreams into reality and leveraging their commitment to honest pricing, bespoke design, sustainability, and craftsmanship to secure more sales. The results highlight the value of a targeted and efficient approach in maximising the return on marketing investment and driving growth for multi-location retail businesses.