Paul Synnott is a Design Consultant at B&Q‘s store in Tallaght. He tells us more about his job and how B&Q’s commitment to staff development helped him move from his first job as a customer assistant to his current position in Design.
They see potential in their employees and they’ll go the extra distance for you.
I was made redundant from a digital media communications company and I wanted to become part of the design team at B&Q so I started as a Customer Assistant on a 16 hour contract at the Swords store, determined to work my way up.
Eventually I was working full time, but after a year and a half I left B&Q for a short while because I needed to support my wife and our young daughter. I was sad to leave, but I left on good terms and said to Craig, my manager, that if there was ever a design consultant role available I’d jump at the chance to apply. Craig promised to get in touch if anything came up and true to his word, he did, and here I am working full-time as a Design Consultant, enjoying every minute of it.
I think that’s what sets B&Q apart. They see potential in their employees and they’ll go the extra distance for you, if you return their effort with effort of your own.
I try to give our customers their dream.
One of my favourite things about my job is going on a journey with the customer. We first meet, either by appointment or a walk-in, and we sit down and have a chat about what they want and what they need. I then bring their ideas to life, whether it’s a new kitchen or bathroom, on the computer screen so that they can see it straight away.
It’s so rewarding to work collaboratively with the customer and there’s nothing better than seeing the look on their face when they see the finished product. From the first meeting, then measuring out their space at home, the final 3D design decision and finally going back after the kitchen or bathroom has all been fitted to take some photos – I love the whole process. I love designing kitchens because there’s so much to work with – space, products and the look and feel. It’s so important to get these spaces right for our customers, after all, it’s their home; their pride and joy.
Building great relationships with our customers is a bonus of my job.
I have a very different relationship with the customer compared to someone on our checkouts – I have the opportunity to get to know them; to know their likes and dislikes. It can be a much more personal relationship and to see how pleased people are with the finished outcome is one of the reasons I love being in retail. I get to meet all sorts of different characters and see what sorts of things different people go for.
The design software at B&Q is the best I’ve used.
We use the 20/20 SPACES system to create the kitchen and bathroom designs, which is exclusive to B&Q and I have to say it’s the best software I’ve used. It’s so efficient; quick and easy to use. I’m able to design the customer’s new kitchen or bathroom in front of them, and they get a bit blown away when they see how good it looks. It all comes together on screen and means they can make split-second decisions about what specifications they want. A great feature of the system is that it prices everything automatically, so our customers know exactly what they’re paying as we go through the design process, – when people are spending a lot of money it definitely helps them with their decision making.
Commission and the competitive edge.
As well as the satisfaction from the customers’ reactions and feedback, there’s also a financial incentive being a Design Consultant. We work on a great commission structure, which gives you the motivation to hit your sales targets. For every extra rung on the target ladder you achieve, the amount of commission increases. Being in a sales environment, there’s definitely a competitive vibe to the team but we all want to do well and at the end of the day we’re all on the same team and we all want the same thing. We want to provide an excellent service for our customers and to make them happy. I’d be lying if I said it wasn’t satisfying to get the best results by the end of the month!
I always feel supported and there’s always something new to learn.
I’ve worked in a number of different graphic design roles for smaller, private companies but working for B&Q is really rewarding. Being public facing every day means there are no two days the same – the pace is much quicker and I feel like I’m impacting on each customer’s life.
The investment that B&Q puts into their employees also sets them apart; the lengths my managers and the company have gone to encourage me to grow and learn throughout my time here has been amazing. Every manager I’ve had has been an inspiration to me, and they are evident of how the company pushes you.
One of my managers, Peter, started out as a customer assistant just like I did and now he’s showroom manager. I’ve completed B&Q’s Rising stars programme and now I want to be part of the Aspire training programme – our in-house management programme.
There’s so much opportunity here – if you push yourself, then you’ll learn something new and you’ll always be supported.