In this episode, I invited my beautiful account manager, Dana Gielda of Temple and Webster to talk about the services that they offer to their customers especially to renovators. Dana and I will talk about the benefits of having a commercial or trade account, Temple and Webster’s expansion of renovation supplies, discounts and the quality of services that they provide to regular and commercial customers. If you are renovating professionally or renovating for business, or you’re renovating your own home and you have the capacity to have a business account, this episode for you.
Listen to Episode 103– What Temple And Webster Have In Store For Renovators
Podcast: Download (Duration 22:53— 31MB)
- [00:01:24] Temple and Webster’s commercial team
- [00:02:55] Renovation supplier
- [00:04:19] The sweet spot in terms of delivery
- [00:05:45] Chain supply struggle
- [00:06:59] How to set up the consolidation services
- [00:08:28] Setting up a trade’s account
- [00:09:02] The double savings
- [00:10:22] The discount on top of the trade’s price
- [00:11:26] Temple and Webster is very flexible with terms and conditions
- [00:12:48] Reward programme for renovators
- [00:13:14] Expanding the whole renovation’s category
- [00:14:44] Fast track service
- [00:15:45] The panelling that everyone loves
- [00:17:17] You need to have a service that makes your life easier
- [00:18:17] Two types of consolidation
- [00:19:28] A commercial customer gets an account manager
- [00:20:16] The typical way of how renovators operate
“It’s very handy and very helpful to people who are busy and who work on different projects. It’s just something to tick off from the list. You don’t have to worry and we are here to help.”
Well, hello, everyone, and welcome back to another episode of She Renovates. I buy quite a lot particularly styling things from Temple and Webster and I just recently discovered that they have quite a lot of renovation supplies available as well. Now, I have a commercial account or business account and there are lots of perks to having such an account and makes it a whole lot easier, some of which I didn’t know before the last renovation that we’ve just completed. Had I known, it would have made my life a lot easier. So what I did is I invited my account manager, Dana, to share the benefits of the Temple and Webster business or trade account. If you are renovating professionally or renovating as a business, even if you’re renovating your own home, if you have the capacity to have a business account this is an episode for you.
Bernadette: So, I have the lovely Dana Gielda from the commercial team at Temple and Webster. If you have a business account at Temple and Webster, you’re highly likely to have Dana looking after you. What I wanted to do was just to find out – I know that Temple and Webster are expanding the services to renovators and I think it’s worth spending some time just finding out exactly what that means for us. So, welcome, Dana.
Dana Gielda: Thank you for having me. Welcome, everybody.
Bernadette: Yeah, it’s nice to put a face to a name.
Dana Gielda: Yes, definitely especially when you have a relationship with the customers, it’s nice to see each other and talk face to face.
Bernadette: I’ve never really thought about Temple and Webster as a renovation supplier. Occasionally, I buy fittings or something like that but generally it’s been furniture for styling, that’s when I think about your company. So what other things can we source from your website?
Dana Gielda: Temple and Webster as you mentioned, we’re growing extremely. We have so many different suppliers, approximately two hundred thousand products on our website with such massive range. If we talk about renovations, we do a lot, kitchens, bathrooms, floor finishing and window furnishings as well. So from taps, baths, full toilets, screen showers, full kitchen as well, little kitchen appliances and also kitchen sinks, kitchen taps, wall covering like paint, which is a beautiful palette of colours and also we have wallpapers. We just recently started the blinds and curtains range. It is for residential projects but also we will have for commercial, which we are working on that can be customized as well.
It’s a massive range for renovations and there is a link on our website, which is for Renovations. You can go to a couple of different categories. We even have a door and window hardware, we have a cabin hardware, we have lighting, bathroom racks, so there’s a lot there and many of different suppliers, different styles, different materials. It’s worth it to have a look on our website and browse and see what we have.
Bernadette: Yeah. So one of the things that I find when I’m doing a project that you don’t want the materials there too early, but you don’t want them too late either. So there’s a sweet spot in terms of when they turn up, how do we manage that if we’re ordering from the Temple and Webster?
Dana Gielda: Generally, when you order from Temple and Webster you can receive the goods any time from ordering. Usually the turnaround is approximately 5 to 7 working days to receive an item. However, if you are registered with us for a commercial program where we look after our commercial customers, if you have a ABN number, you can register with us and we look after our customers a little bit different from a regular client.
We basically try to customize everything to customer needs. It’s based on the communication with a client. If you tell me, “Dana I need that in two weeks, I’m happy to pay now”, I can contact the supplier and raise the purchase order to them and they’ll hold the goods and then you receive on selected date.
There are things we can work around but majority is to place the order, get that paid, secure the stock and then hold with supply at the warehouse. If the project will be finished in a month or two, we can do that.
Bernadette: Great, because that’s always a bit of a dilemma I’m finding particularly now, the supply chains are really struggling and a lot of the things that we go to order are out of stock.
Dana Gielda: Yeah, during Corona everyone shops online, so as we’re, selling stock at extremely high volume. That’s what I recommend if you find something, what you like, what is perfect for a project, just get the order with us and then we can obviously work around dates when you need the items to be delivered.
We also have consolidation services. How it works is we dispatch goods directly from supplier’s warehouses so you might receive more deliveries. But to avoid that, if you want items in two months, we can consolidate them and everything in one delivery on selected day, which is very handy for lots of project, for interior designers, architects, it’s a big thing. A lot of my clients who are interior designers, they love that because they want to have goods delivered to their site. They don’t want to do deliveries to their house and then keep moving them to another site.
Bernadette: And it’s so good to know because that was one of the curly questions I had to ask you. I ordered furniture for my most recent project. I ordered four items: a sofa, a dining table and four dining chairs in one order and they came in 4 deliveries. I wasn’t on site so I had to run down there every time, seriously, just about myself coming back. So that’s awesome. So have we set that up? We just get in touch with you?
Dana Gielda: Yes, again you will receive an email who is your account manager, you will have my email address. You can contact me and I’ll be the person to help with that consolidation. You can’t do that by yourself online as you order online, because I will have to organise that and yes, we can definitely do that, so we consolidate everything for you. All items will be sent to the consolidation warehouse and then we deliver it to your address on a selected date and time, which is so handy, especially when people do a whole house from renovations for furniture, for everything. You just want to have one delivery. It is a very helpful tool.
Bernadette: OK, so for someone like our renovators who generally do have an idea and most have a renovation company, so they go online and set up and apply for trade accounts.
Dana Gielda: Yes, there is a link on our website, on Temple and Webster website’s, bottom page. There’s a little icon Trade Program. It’s very simple. I think the registration is quite a big word for it but we just need your details, your phone number, your name, your business name and ABN number as soon as this is done, we just put through an application in 48 hours, you’ll get confirmation and then you can shop online with the trade price or if you order for more, you can come to me and we can even help with better pricing.
In general, as soon as you register with us you have a trade price which is associated with your email address and if you’re ordering more for your house for renovations, you can always contact me, I can issue a quote, I can apply additional discount so it’s double savings. Then if you need a consolidation, we can help you with that too. We can issue invoices as well. If you are doing a job for someone else, we can issue an invoice to your client if you would like that. Obviously, everything is flexible, billing or shipping we can customize that, invoice is with bank details. You can pay by card or you can pay by bank transfer.
In this program, we have different account managers, we look at different categories of customers. I will be probably your account manager, I look after interior designers, architects, homestagers and property stylist.
Bernadette: Beautiful! What we’ll do is I’ll put some instructions in the show notes as to how you can actually go and set up your trade account. So the key thing to know is you need ABN and a company name, then you can go and set up a trade account. And just to reflect what you just mentioned, which I think you said to me, once your order gets over about fifteen hundred dollars?
Dana Gielda: Yes, usually it’s approximately fifteen hundred dollars. If you reach it then we can apply an additional discount on top of trade price. It’s not a flat discount, because every single supplier has a different margin, so it’s like a group discount, depending on what you’re ordering, but it’s helpful because you don’t have to do anything really, you just need to let me know where you want to order. I’m here to help and help you to save money.
Bernadette: Just put your things in the cart and then get in touch with your account manager, whether it’s Dana or someone else in Temple and Webster and I will look at whether they can apply an additional discount. That’s really helpful because of course, we’re always balancing the budget against the outcome which is a bit of a challenge sometimes. The other thing I wanted to ask you is what happens if something’s wrong? Something’s broken or something comes and it’s not the right thing, how do you deal with those situations?
Dana Gielda: Temple and Webster is very, very flexible with terms and conditions and with the return policy. We look after clients. We want to make sure that our customers, as a regular client or commercial, we want to make sure you are happy with your purchase. If you order something and it looks different from the photo, it doesn’t fit or if it just doesn’t work, you just need to get in touch with us. There is a little tab on your account to return an item on your order. Once we received the request, we process a refund and book couriers to come and collect and we just forward the refund to you.
Terms and conditions for commercial customers are even more flexible. I highly recommend to register because we have a little bit higher customer service and we know people buying for businesses. We know people do renovations and sometimes might not work something with brief of design, sometimes different from the photo. So, yes, definitely flexible. You can return it. If something gets broken during transit, we just need to ask for a photo, we can replace for free, which is great as well. As soon as you let us know in 24 hours to 48 hours we will place an order for new items and that would be dispatched to you as soon as possible. So we are flexible and we want to make sure everyone’s happy with the purchase.
Bernadette: Another note for renovators is by checking the reward programme on your card, you can be collecting points as you go, which is very good. Actually, for my renos, I have an Amex card and it has incredible rewards, which is awesome. It can fly me anywhere in the country when the borders open forever. So is there anything else that as motivators we need to know about your service?
Dana Gielda: It’s pretty straightforward. There are a lot of different items, less and more expensive. We are just now expanding the whole category and I had actually a meeting with the buyer team other day just to have more information about our suppliers. At the moment, we have approximately 50 to 70 suppliers for the renovations.
We want to expand. We might get tiles, flooring in the future, which will be amazing. We definitely want to grow. As I said before, also good to know with the windows for finishing – blinds can be customized. So, yes, it’s just basically always good to ask because sometimes we don’t know and we go back to supplier and they’ll be like “Yeah. We can do that.” so if something is out of stock and you really like that item, again I can contact supplier and usually lead time will be 8 to 12 weeks.
Bernadette: OK, so you need to organise.
Dana Gielda: Yes, which is usually the high quantity but if for some reason you missed out on that item and you really want it then yes, I would say 8 to 12 weeks will be lead time. We can still place an order and secure stock from the shipment. We’ll just let my supplier know that you are interested and you want to get that item. If you’re happy to wait, then we’ll just place that order in your system and we’ll just wait when it arrives.
Bernadette: Yeah, I did a renovation for our charity a couple of years ago and I’m always flying by the seat of my pants, I have to say. I got to the stage of getting ready for sale and I realised that the sofa I had wasn’t going to work and I had a student working at Temple and Webster. So I said to her, “Do you think you can fast track this?” and she got it to me in about two days. It was amazing. So I’m guessing that, like, I wouldn’t rely on that, but I’m guessing that’s what an account manager does or do. They do their best.
Dana Gielda: We do our best to help customers and get the items as soon as possible. I think, you know, really depends on the location of the supplier, but we can definitely speed up this process. And yes, again if you order items from somewhere else and you don’t like them so you need something as an emergency, please contact me and I’ll do my best to help you to get that item as soon as possible. So definitely, yes.
Bernadette: Amazing! Well, that’s awesome. I think we’ve pretty much covered what we set out to cover. Well, just as a sort of a final note, in my most recent project, I actually put some panelling in that because I had an area that needed some “Wow” and I never even thought to look at Temple and Webster to so actually ended up getting what I wanted on eBay, believe it or not. So now I’ll have to go and check out whether you have a similar product, because everyone loves it and I think they’re all going to be putting their orders in.
Dana Gielda: Definitely, it’s worth it to have a look at what we have and I highly recommend just to have a look at what we have, what we sell. We want to be one shop to go, that’s a really good point as well. We want to be one shop for all our customers so they don’t have to deal with “five” different suppliers. You can come to us and we can supply everything. I do/work on display houses, I do residential projects. When people buy four-bedroom house for furniture for everything from rugs, from furniture, to full appliances for everything. So you can come to me, you don’t have to do anything which is great as well, because we are like project managers for our customers. So we deal with suppliers, we deal with the deliveries so you don’t have to work on it. You just need to know what you want to buy and we just manage everything for you so it’s quite handy.
Bernadette: That is awesome! And the other thing is like having had quite a few deliveries from Temple and Webster recently, I can vouch for the delivery people because that wall panelling was a good example. I ended up having to have that delivered home because it was so heavy and I didn’t have anyone on site to help unload it so I had it delivered home. Had I got through Temple and Webster, they would have brought it up to the apartment because they brought everything up through the lift and put it where we wanted to, which I think is another thing. You really do need to have a service that makes your life easier.
Dana Gielda: Yes.
Bernadette: It’s such a harrowing process, particularly towards the end, that you want it to be as easy as possible.
Dana Gielda: There are so many things you order for a house and I didn’t mention before, they can unpack they can take the rubbish out.
Bernadette: You’re joking!
Dana Gielda: Yeah, so there are two types of services: the one is standard consolidation, which is really basic. It just only consolidates all items and delivers to you in boxes on a selected day and time. Also they have premium service which they can bring to your house, they can unpack it, they can assemble it if we talk about furniture and take rubbish out, which sometimes they are really, really lots of rubbish. If you order a lot of things, there are a lot of boxes.
Bernadette: I know, I have a project I just finished, I ended up with half a car park of cardboard and we need to put it out for the rubbish man to pick it up which costs, so that’s awesome! So I’m going to just go through and make sure that I’ve got everything. I’ll put the instructions on how to set up your trade account and you pretty much got every a lot of categories, kitchens, bathrooms, paints, wall finishes, window and door hardware and finishes, tapware, cemetery ware and everything.
Dana Gielda: Yes. We’ll have the flooring next year, but yes for now we have the bathroom, kitchen, windows, walls, yes.
Bernadette: Beautiful! So best to go online and have a little bit of a cruise around and see what’s there. Yeah. So I’ve talked about setting up your account so that once you’re a commercial customer you’ll get an account manager.
Dana Gielda: Yes.
Bernadette: Just like the beautiful Dana, if you’re ordering a lot of things, you can have that order consolidated so it gets delivered in one delivery, which is another amazing benefit. If you’re ordering over fifteen hundred dollars worth of work, put your order into the cart and then get in touch with your account manager to see what further discounts can be applied. And then they also have a premium service in which they will unpack the and make up the furniture for you and take the rubbish away, which is the absolute best bit.
Dana Gielda: The important information, which I think is, it’s very handy, very helpful for people who are busy, who work on different projects, it’s just something to tick off from list. You don’t have to worry that we are here to help, so I think people appreciate that.
Bernadette: Exactly and the other thing which is pretty typical of how we operate, when we find products that work, whether that be for styling or whether it be for renovating, we tend to use them over and over. So it’s not like you get faced with that big range all the time. You figure out what works for your project and you tend to go back to that several times so it does certainly streamline the process, which is what it’s all about.
Well, thank you very much for coming on the call, Dana. I think that will provide some inspiration for our renovators and certainly help to streamline their process. I really appreciate your input today.
Dana Gielda: Thank you for having me and it was really nice to chat about it and give you that information. Please go to our website and have a look, browse, see what we have and if you would like to register, there’s a little link and get in touch with us.
Bernadette: We’ll definitely do that, thanks so much.
Dana Gielda: Thank you.
OK. I hope that you enjoyed that episode and that you’ve got value out of it. Now, I have to let you know that my team created a downloadable sheet to show you exactly where to go for the renovation materials on the website, how to set up a trade account where to set up a trade account and just to show you the links to the various services that Dana and I spoke about in this episode. So I hope that is really helpful for you.
Now we are winding down towards the end of the year. If you haven’t already left us a review, we always love to hear what you think about the podcast and the episodes. And we love your suggestions on topics that you’d like me to cover. Next week I’ll be on for a solo episode so I look forward to connecting with you again next week. Take care.