Summary
• Refurbishment work has kept demand for joinery products afloat.
• Doors and windows remain Jewson’s top sellers.
• The trend has been for finished joinery items.
• Merchants are called on to educate their customers in terms of certification and quality marks.

When it comes to merchants offering trade professionals a range of internal and external timber products, availability, depth of range, quality and after sales service are all absolutely essential.

These are factors that haven’t changed in the 175 years Jewson has been in business – although the wider market has certainly altered.

The economic climate continues to be turbulent and, unfortunately, there is still a lot of uncertainty facing both the public and housing sectors, which have remained flat over the past year. However, there has been the expected rise in levels of refurbishment work, which means the overall market for joinery products hasn’t suffered from a drop in demand.

Jewson’s biggest sellers remain doors and windows but our product range has grown extensively and now includes everything from doors, windows and ironmongery to conservatories, laminate and wood flooring, cubicles and stairs.

Finished products

Over the years, we have seen different trends emerge. Traditionally, customers would buy joinery components but now the demand for finished items is, understandably, higher.

If we take the example of a window, previously customers would have to install the window, fit the glass and paint or stain the joinery, taking up valuable time on site. Softwood window products are now available pre-glazed and pre-finished, allowing trade professionals to simply install them and the job is complete. We have seen a similar approach with doors and the increasing requirement for door sets, too.

Arguably, this trend for finished joinery items has had a lot to do with the reduced number of skilled joiners in the industry. Today, general builders are called upon and expected to have a varied skill set and the ability to undertake a wide range of tasks – so finished joinery products have their obvious advantages in terms of achieving professional results while at the same time saving the general builder time and money.

Furthermore, general builders need to be able to rely on their local merchants to have the knowledge and expertise to assist them in branch and this is why training is absolutely essential. Having the products in stock is simply not enough, so we have to ensure all branch staff are regularly updated by the suppliers themselves about the various product options available.

After sales support is another area where the benefits of dealing with a local builders merchant becomes apparent. It’s not just about product knowledge but is also about proactively assisting the customer and ensuring that they comply with all the necessary regulations and requirements – such as fire door legislation.

Merchant service and support is often called on for customers who need educating or updating on the variety of accreditations, certifications and quality marks that exist, as customer awareness can often take a long time to establish itself.

Sustainability

As sustainability remains high on the agenda of every responsible business, increasing numbers of customers are aware of FSC and PEFC approvals as these cover a wider remit and are not just specific to joinery but all timber products.

Jewson is a significant importer of timber and panel products into the UK so it is crucial that our supply chain is sustainable and we have taken a lead in offering customers an end-to-end chain of custody audit trail across the whole branch network, providing them with sustainability credentials for any project.

Finally, an integral part of the support a merchant provides is through its strong relationships with suppliers and customers. Dealing with customers face-to-face on a daily basis, as they do, merchants are in an ideal position within the supply chain to recognise emerging trends or gaps in products offerings and to communicate these needs to the suppliers, leading to product innovation or the expansion of product ranges.