The British Institute of KBB Installation (BiKBBI) has urged KBB retailers of all sizes to prepare for a potential change in consumer behaviour by minimising risks associated with installation and offers a free risk assessment in support.
BiKBBI representatives have said that the potential change in shopper habits, historically associated with a financial downturn, could be costly for the whole industry. Retailers were set to likely see a rise in disputes and increases in compensation claims which will ultimately lead to customers’ withholding payments.
Emma Bradley, BiKBBI’s retail officer, said: “Many KBB retailers favour offering some form of installation proposition to customers, but even those businesses that are typically mindful of the profitability and reputational risks associated with installation in normal circumstances, should apply greater caution during extraordinary times.
“The home improvement industry can historically chart the correlation between economic instability and an increase in negative consumer behaviour, especially with products and services associated with long lead times. As an example, buyers enter agreements, in some cases several months in advance of delivery, during which time personal financial circumstances change, which leads to ‘buyer’s remorse’.
“This can then result in a rise in complaints and claims for compensation, as savvy consumers aim to claw back some of the spend, often seeking legal loopholes or citing contractual breaches. Retailers should not rely on what they’ve always done – we operate in a fast-moving world, with ever-changing legislation, consumer rights and expectations.”
BiKBBI’s leaders are calling on all retailers operating in the UK KBB sector to review their internal processes and procedures relating to how they manage installation, whether they sell or recommend an installation service.