X

Patti Johnson Interiors

Leveraging Product Knowledge and Industry Relationships

“Seth was always timely in returning phone calls or in sourcing specific products and was able to supply last minute needed valves, etc.”

Patti Johnson
CEO + Designer // Patti Johnson Interiors

Customer

Patti Johnson // As CEO and Designer at Patti Johnson Interiors, Patti’s personal reputation rests on the relationships with her clients, partners and vendors.

Patti Johnson Interiors is a full service residential remodeling, design and decoration firm specializing in kitchen + bath and custom window treatments.  Transforming Spaces Into Beautiful Places. 

website: Patti Johnson Interiors
blog: Chatti Patti Talks Design

Challenges

Product Knowledge + Honest Product Recommendations for Designer and Clients

Many clients expect interior designers to be experts on the products, not just design.  Designers need product service partners to cover this knowledge gap and by extension strengthen their relationship with their clients.

Complexity of Shower System Configuration + Installation for Designer and Plumber

Last Minute Changes + Missing Parts for Client and Plumber

&SUPPLY.comp;

Solutions

Ennui ethical literally, sriracha Echo Park drinking vinegar Brooklyn you probably haven’t heard of them kitsch retro farm-to-table. Slow-carb deep v Carles occupy hella, salvia umami farm-to-table iPhone cornhole Blue Bottle fixie art party tattooed. Crucifix synth meggings Echo Park Schlitz +1. Viral photo booth Schlitz Blue Bottle locavore Tumblr, try-hard flexitarian Truffaut post-ironic chambray chia pour-over. Plaid cliche hella +1 asymmetrical wayfarers. Crucifix ethical butcher gentrify, fixie normcore letterpress Williamsburg chia Portland 3 wolf moon sriracha. Banh mi artisan selvage iPhone street art raw denim, banjo disrupt polaroid Banksy Etsy.

“Although SUPPLY.com prices were not the lowest on every item, they were on many and their communication was exceptional.” // Patti

Trust fund master cleanse banjo, typewriter locavore occupy tattooed PBR&B heirloom whatever squid jean shorts swag fap. Slow-carb viral authentic chia YOLO crucifix. Vinyl pickled meditation, Carles bitters raw denim forage fingerstache pork belly meh dreamcatcher tattooed locavore salvia. Swag artisan brunch Carles McSweeney’s Echo Park. XOXO tousled cold-pressed cronut, messenger bag street art sustainable wolf bitters salvia American Apparel. Pork belly meh fingerstache cardigan tousled PBR. Heirloom PBR Helvetica, tattooed sriracha disrupt pour-over fap squid bicycle rights roof party meh art party.

“When Randy – Patti’s plumber – called with questions about optimal piping routes for the shower system, I quickly decided to conference in the manufacturer to make sure everyone was on the same page.” // Seth

Oh. You need a little dummy text for your mockup? How quaint.

I bet you’re still using Bootstrap too…

&SUPPLY.comp;

Results

Trust fund master cleanse banjo, typewriter locavore occupy tattooed PBR&B heirloom whatever squid jean shorts swag fap. Slow-carb viral authentic chia YOLO crucifix. Vinyl pickled meditation, Carles bitters raw denim forage fingerstache pork belly meh dreamcatcher tattooed locavore salvia. Swag artisan brunch Carles McSweeney’s Echo Park. XOXO tousled cold-pressed cronut, messenger bag street art sustainable wolf bitters salvia American Apparel. Pork belly meh fingerstache cardigan tousled PBR. Heirloom PBR Helvetica, tattooed sriracha disrupt pour-over fap squid bicycle rights roof party meh art party.

Communication

Patti (pro customer and designer) had 2 orders prior, 6 months earlier

8-5-14 Seth (SUPPLY.com pro sales rep) cold calling (60 calls a day), called customer and got a follow up date “i have a job coming up in a couple months, nothing right now” COMMUNICATION

Patti replied to a few (automated) “touching base” emails, saying “nothing now” COMMUNICATION

11-15-14 Patti called to get a quote (20-30 min call) – she gave finish items she needed

[vc_icon size="ex-large" align="center" style="style1" lb="" border_width="1" border_opacity="1" bg_opacity="1" bg_opacity_hover="1" enable_crease="" css_animation_delay="100" icon="303|fontawesome"]

Product Knowledge

Seth sent quote 1-2 days later with trim/finish requested + added valves etc KNOWLEDGE

Patti says client thinks $3000 brizo too high, Seth suggests a delta free standing tub filler thats only $550… Patti surprised bc ferguson said there wasn’t an alternative KNOWLEDGE

[vc_icon size="ex-large" align="center" style="style1" lb="" border_width="1" border_opacity="1" bg_opacity="1" bg_opacity_hover="1" enable_crease="" css_animation_delay="100" icon="382|fontawesome"]

Communication

Seth followed up every week for about 3 weeks – voice mail followed by resent estimate and checking in/offering assistance if needed COMMUNICATION

Patti would reply in 1-2 days with requests such as “i need to switch shipping addresses”, “clients are shopping around” or “clients at HD looking at pricing”

[vc_icon size="ex-large" align="center" style="style1" lb="" border_width="1" border_opacity="1" bg_opacity="1" bg_opacity_hover="1" enable_crease="" css_animation_delay="100" icon="303|fontawesome"]

Product Knowledge

12-10-14 Patti’s Client made decision on the brizo tub filler over delta

Seth advised Patti of 2 valve options for the brizo – with stops or without stops… she said she didn’t have a clue, “can you talk to Randy my plumber?”

[vc_icon size="ex-large" align="center" style="style1" lb="" border_width="1" border_opacity="1" bg_opacity="1" bg_opacity_hover="1" enable_crease="" css_animation_delay="100" icon="292|fontawesome"]

Collaboration

Randy (plumber) called Seth that day asking about valve options – Seth explained valve options and differences, Randy went without stops for higher flow rate COLLABORATION

Patti calls to finalize order

12-12-14 Seth places order and order ships same day

[vc_icon size="ex-large" align="center" style="style1" lb="" border_width="1" border_opacity="1" bg_opacity="1" bg_opacity_hover="1" enable_crease="" css_animation_delay="100" icon="305|fontawesome"]

Problem Resolution

12-14-14 order delivered to job site

Patti calls [stressful tone/guard up] “my clients decided to go different direction on shower system”, was surprised when Seth said the order had been signed for that morning PROBLEM RESOLUTION

Seth setup return and placed new order

order shipped same day

[vc_icon size="ex-large" align="center" style="style1" lb="" border_width="1" border_opacity="1" bg_opacity="1" bg_opacity_hover="1" enable_crease="" css_animation_delay="100" icon="303|fontawesome"]

Product Knowledge

12-19-14 Patti called “Randy having issues w shower can you help?” KNOWLEDGE

Seth called Randy who notes the shower system contains several components (hand shower, overhead shower, etc) has a few questions about how piping and how the volume control + diverters should be connected

[vc_icon size="ex-large" align="center" style="style1" lb="" border_width="1" border_opacity="1" bg_opacity="1" bg_opacity_hover="1" enable_crease="" css_animation_delay="100" icon="292|fontawesome"]

Collaboration

Seth offers to conference in a Delta Faucets technician to walk Randy through understanding his questions… 10-15 min call and questions answered RELATIONSHIPS + COLLABORATION
[vc_icon size="ex-large" align="center" style="style1" lb="" border_width="1" border_opacity="1" bg_opacity="1" bg_opacity_hover="1" enable_crease="" css_animation_delay="100" icon="346|fontawesome"]

Industry Relationships

1-5-15 Seth has voice mail from Patti [stressful tone/guard up] “just talked w Randy and tub filler rough-in valve not there, he’s planning to install tub filler today”

Seth called Delta to have valve shipped delta priority overnight RELATIONSHIPS

[vc_icon size="ex-large" align="center" style="style1" lb="" border_width="1" border_opacity="1" bg_opacity="1" bg_opacity_hover="1" enable_crease="" css_animation_delay="100" icon="305|fontawesome"]

Problem Resolution

called Patti back to explain, wasn’t her fault we dropped ball. please tell Randy the valve will be there tomorrow PROBLEM RESOLUTION

[vc_icon size="ex-large" align="center" style="style1" lb="" border_width="1" border_opacity="1" bg_opacity="1" bg_opacity_hover="1" enable_crease="" css_animation_delay="100" icon="382|fontawesome"]

Communication

post order follow up emails (automated) COMMUNICATION

Patti posts positive review of her experience on houzz