Perks of Partnering with ProSource on a Home Remodeling Project

Having a dedicated product and project expert from a project’s conception through its completion gives peace of mind and a partner for guidance through the home remodeling process. This episode highlights the ProSource Wholesale® account manager’s role in helping with a design, expectations, product selection, and timeline adjustments. The discussion also dives into the collaborative process that can make any home remodel come to fruition.

What is The ProSource Podcast?

Creating a design concept for a kitchen or remodeling an outdated bathroom requires an understanding of the products and services available to those looking to undertake such a project. The ProSource Podcast breaks down the home remodeling industry and highlights the merchandise and experience that it requires to achieve your vision. Join ProSource Director of Digital Marketing Content Kevin Devine, as he speaks with those who facilitate the ideal project and offer valuable information for how to choose the ideal products and services that transform your ideas into reality.

Hello, this is The ProSource Podcast.

I'm Kevin Devine,

Director of Digital

Marketing Content

for ProSource Wholesale.

In this series

will focus on home remodeling,

especially kitchens and bathrooms.

You'll hear from those in the know,

including our corporate merchandizers

showroom team members

and the trade professionals

who ultimately make it happen.

We're glad you've joined us.

Enjoy.

In today's episode of The ProSource

Podcast, we're joined by Mark Allen,

who's an account manager

with ProSource Wholesale.

Mark, thanks for joining us here today.

Glad to be here.

And I appreciate you getting the

attire memo that we be so matching there.

That's nice.

So let's start with an easy question.

Once you tell us who you are

and specifically what you do

for ProSource in that role.

So I'm Mark Allen.

I'm here in the ProSource

showroom here in Saint Louis

and as account manager.

So account

as account manager,

we work with members and members clients

and their selection of the remodel

products were anywhere

from your flooring products to

kitchen and bath. Okay.

How long you've been doing this

now for ProSource.

So I've been here.

On my fourth year here at ProSource.

Been in ProSource for four years.

How long have you been in the home

remodeling industry as a whole?

In the whole 15 years.

Okay.

In and out of the industry.

But yes, 15 years is where I've been.

The you and I were talking about earlier

that you were actually in construction

before it and before that. Correct.

So from the framing side.

Going into

on the commercial supply side also

and then doing the residential

supply chain.

So in those four years in this role

coming from where you did,

what have you learned in that time

frame about account management?

So what you learn.

You know, every particular inside

products,

exterior products, interior products,

they all are different.

So you got timelines that are different.

The start of the project

started different times.

A lot of times in the interior products,

they are the last to be utilized for more

and more of the finished products

of versus say, the exterior products,

which is more of the start

of the projects. Okay.

So when we talk about the project,

every homeowner, they're different.

Their project is different.

The trade pro members that you deal with,

they have different projects.

When you're looking at those

early steps in the process.

What what questions

you like to ask

to probe about that project, to know

where to start and where,

where to guide people toward.

In the process.

What I like to do is to get,

especially if it's a remodeling product

project

or even a new construction

project, is

find out what their inspiration is

because that's going to be the key.

Find out what their budget is,

because you can have

the same look within different budgets.

And that's the key to

a successful project,

is to find out

what their inspiration

is, to get that look

and to find out also what the budget is.

When you ask about their inspiration,

do you look to try to

maybe get photos of that or is it more

what's in their mind?

Both. Okay.

Every individual is different.

So some will bring

pages and pages of different stuff.

Some will just use a phone

that they've saved

and everyone is different.

So every process.

So you got to look at, you know,

sometimes it's

they have no idea what they want.

And you start pulling sections

from things that they talk

and then it might go

completely an opposite way

because it may be something that they see

in the showroom that they like better.

That wasn't even

on their radar

of doing that look, particular look.

So we talked about how

people are different.

Projects are certainly different too.

So when you start to look at that,

what are some of the common problems

that you've seen people run into

and how do you maybe help

help them

address those problems,

especially if they are

going through a massive

remodel, multiple rooms

that they may be dealing with

or even in the entire house,

if that's the case?

So you look at each individual room

to really fit what they're wanting.

So it may be

that you have to create

a flow between room to room, but

at the same time, they may have

one style,

one particular room,

and then a completely different style

and another.

So you have to kind of balance those.

So they work

and in the home

and it's not just one room here

and one room here and in the home.

So you definitely have to get a flow

for styles and colors

to get what they want.

But you know,

some people

they want particular looks in their room

and it may not flow with another one,

but that is what they want.

Do you find that happening a lot?

I can see different colors in

from room to room.

Do you find

different styles

trending from one room

to the next in projects.

You do sometimes,

but you get a lot of homes

now that are open concept.

So with that open concept.

Most of the time they're going to flow.

But when you get into

the primary suite,

when you get into there,

into the bathroom area,

it's kind of its own space.

So you can create that

space that can be different

than another space that say, the kitchen

great room or the flooring

that's in those other rooms.

You create that space for them.

How do you go about identifying

the lifestyle within the home?

Meaning are there pets? Are there kids?

Is there a work from home situation?

And how might that influence

any products that you then suggest?

So that's one of the first questions

you do ask,

especially in the flooring side,

to find out,

you know, how the floors

are going to be used.

So then that will kind of drive you

to the correct material

to be in the selection process.

Okay.

So just a thought that occurred to me

here.

As I've talked to other account managers,

sometimes they find that

a lot of the projects they do

sit toward a sort of slant

toward a particular product category.

More often than not,

they end up doing a lot more hardwood

or a lot more tile projects.

Has that been the case with you

or is it

pretty much spanned all flooring

product categories?

It spans through all of them.

I think the biggest

the hottest item that is out there is

and it's marketed is the 100%.

We want waterproof floors.

We want something that's durable.

So that goes into the LVT, LV plank

lines, but it doesn't mean that

that can't be used,

and hardwood.

So you just

kind of look and drive and see,

but you kind of want a feel

for what their concern is

and then drive that product to them.

What then, you know,

make that selection

based on the selections that I give them.

But actually you have to steer them

to the correct product based on that.

So how much may color that if a

whether it be the homeowner

or the trade

pro has a certain color mind,

how much does that

preference come into the equation

when when you're

going through that product selection,

does that

come into play a lot

or does it come into play

with its particular products,

like maybe more on the tile

and carpet side of things, or?

It's all about color and color, and then

not just the color.

I mean,

you're going to get a lot of

rustic looks,

especially when you're in the woods,

the tile not so much, but more stone

look.

Even though there's wood or wood tile,

but the drive comes to

what physically look, do they want?

Is it going to be contemporary?

Is it going to be rustic?

They're color palette.

What color walls?

What color of furniture?

So that's going to kind of drive

your color range and it can fluctuate

just a little bit of

a little gray in a wood,

a little bit

more warm wood can drive if you're

if you're in the wood.

And that can really

make a big difference.

And then homes

in the selection process.

So we've talked a little bit

about about this interaction

between the trade pro member

and the homeowner.

How do you balance that interaction

from your perspective?

And then sort of a follow up

question to that is,

which is I know

sort of a gimme question here, but

how important, how critical

is the communication

in that sort of triangle

that we have here?

I'd say

the biggest communication

is going to be what type of materials

selected so

that member knows, hey,

we have to do this type of prep

for that type of installation.

So there's going to be variables there

from that aspect and it's timeline.

So when it's product

is going to be available

to be an install.

So it may be that

this is the product that they like,

but it doesn't fit that that timeline.

So then we have to do a re selection

to make the timeline

that they're wanting to do.

Do you find that happening a lot

from a timeline perspective?

Lately it's been pretty good,

timelines have been good with product.

You know, two years ago, kind of during

the midst of COVID,

you had a lot of struggles

with timelines,

but a lot of people adapted to that.

And actually made me

think of something else in that regard,

and I don't remember what it was.

So we'll come back to that.

We'll just put a pin in that

the thought that I had there.

So one of the advantages

from being being a member

or homeowner who works with ProSource

is the dedicated account manager. You.

So what does it mean

when we use that terminology?

We refer to a dedicated account manager,

but what do we mean by that?

So what that means is

they have that one contact

that they come in every single time.

You, you build that relationship.

And that's very important

in the way ProSource works.

They come in, then we know as a

as an account manager how each individual

contractor works

because they all work differently.

And we focus, you know, their style

with their clients.

Their clients

have selected them for a reason

and they've selected us

for the reason that we're here

to help them

and make their projects

go a lot smoother. So

especially on the member

side of things, on the trade

pro side of things,

you're

that's a lot of repeat business

because they're constantly

coming back to you.

So do you find yourself

really personalizing

your service specific to them

because you know how they operate

and what their expectation levels are?

No, not necessarily

because you're going to

have that expectation

that the client that their client has

and you're going to.

So it gets influence on the other side.

Absolutely it does. Absolutely.

So all around

you, you know, ProSource is dedicated

to have that design,

not just design, but

a lot of choices to select

from in our showrooms.

And that does give them a lot of options.

And I thought of my question.

So now we're going to pull the pin out.

I thought of the earlier question

in which you just said helped me

realize that

when it comes to the product selection,

do the does the trade pro

and the homeowner, when they come

in, do they really have an idea

of what direction they want to go in?

Therefore, you're just maybe helping them

pick the specific product?

Or is there a lot of,

well, we could go

this way, could go that way,

and you sort of guide them

or maybe you want to specifically go

over it

or you want to go ty

or you want to go carpet,

which I know

that's a lot of variation there.

It's probably more in the hard

surface side.

Do you guide them

in toward a particular category

or do they have more of an idea in mind

and you're just maybe helping

fine tune that a little bit? Both.

So sometimes they come in specifically

for that,

that particular category of material,

and then

sometimes you're

there kind of teeter

in between different products.

And then

so you have to show them

and tell them the pluses

and minuses of the products.

And even inside each category,

you're going to have pluses

and minuses to what they're expecting.

And and it may be that there may be a

or particular product that they think

will perform a certain way.

And once they learn

more about the product,

how it the actual products made,

how it performs.

A lot of times

that will change the direction

that they're going on

just by learning

about the products themselves.

How difficult is it for you

to stay on top of all these changes

that occur with products

and to be able to guide them

that way, to say,

here are the pros and the cons of that.

It's a

lot of it's going to be just

product knowledge.

You know,

you learn in-depth

about each particular product,

the locations that can be used,

because there's some products

that can be used in three season rooms

and there's some vinyl products

that can't be

so dependent on how those rooms are.

Really on how it's being used is really

going to drive

projects to go using certain products

in there.

But overall,

most of like the LVT products

they they're going to perform

very similar.

There's obviously different between

product to product,

but they're going to perform in a 100%

or a waterproof situation

that their client's

coming in and asking for. All right.

So we talked a little bit

earlier about timeline.

So how do timelines from product delivery

to the project projection

from that standpoint?

What's sort of that impact on

both a customer service aspect

as well as the homeowner expectations

when it comes to the overall timelines,

both both with the product

and how that impacts the project

as a whole.

So what I try to do is when

selections are made earlier

looking at different options

and selections.

So what I try to do is to check

the availability

of those particular products

to make sure that, hey,

this will

fit your timeline of your

product because it can it can

affect the

the timeline because in certain products,

if it's a tile

and there's certain

cabinets on top of tile,

so now you're flooring

and tile is going to hold up

other parts of that project.

So that's really important to

kind of find out.

And if they need make re selection,

do it as early as possible.

That way

they know the expectations of, hey,

it's going to meet the timeline versus

you place your order

and they're expecting a timeline

that said tile is going to be in and

two weeks and all of a sudden now

it's been pushed out to four weeks.

So now I give you a chance

to maybe brag a little bit here, but

how does effective customer

service impact

the final result of the project?

I think it

makes a big impact because

if you're meeting the deadlines that they

that they're wanting, you're

guiding them with the right products

to meet that.

So that kind of gives you that

that expectation is as high.

Then

once you do that, then you're

definitely going

to get a lot of referral business

from that.

And that's important

as an account manager.

So this may be a bit of

an unfair question

from a comparison standpoint,

but when you're coming in

to ProSource Wholesale

private showroom

for trade pros

and their homeowner clients

is do you find that there

maybe is a higher expectation

level from from a customer service

standpoint because you're able to offer

that dedicated service?

I think so.

But I think right off the bat,

the way we operate as a company,

ProSource really takes care

of their clients

that come in, the members that come in,

and we dedicate ourselves

to helping them straight

up, right upfront,

guide them to the right product,

guide them to what product

they're looking for when they come in

and steer them

to where this is the product

that really fits their project,

their needs

on the

on the use on how products

are going to be used in the home. Okay.

So my next

question is a little bit longer,

so I'm actually going to read it here.

So that's fine.

You could take a break

for a moment there,

but so ProSource offers

a variety of products.

We're talking, you know, flooring.

You've got

hardwood, laminate, carpet, tile,

luxury vinyl.

You got bathroom products,

tubs, toilets, vanities, showers

and, of course, kitchen cabinets,

countertops, faucet, sinks, All of this

we talked

mostly here in this discussion

about the flooring side of things,

how involved

you get on all of the product

sections,

especially in the realm of the kitchen

and the bathroom products that we offer.

So in our showroom,

we were kind of unique.

So I know

some showrooms will

when you get into that kitchen

and bath design,

the kitchen of bath designers

do a lot of the work. In our showroom

we work still hands on

hands with the selection

process

of cabinets, plumbing, countertops,

and we balance all of that

with the flooring,

the tile, especially if it's a bathroom.

You're going to have tile,

maybe in the shower on the floor.

Those all products have to tie together.

So when in the selection process,

we go through all that, we lay it out.

So they actually see what it's going

to look like from that.

And then we turn all of that information

over to the designers

and they layout the bathroom cabinets,

the kitchen cabinets, the design

that fits that particular

cabinet line

that the homeowner

or contractor has selected.

So it's almost like you're

putting together a little mini

design board

with all these different products

so they can kind of

see how they would all interact.

And that sense of the space

in the kitchen

bath designer step in

and could show the layout, correct?

Absolutely.

And then you know,

we introduce the designer at that point

and then they might have questions

or selections

or or suggestions in the selection

process saying, hey,

you might want to look at this

because of the particular layout.

So right off the bat

with that introduction,

we might be able to

take one step out

and that particular line

may not offer a cabinet.

So then, you know,

you're again,

you're offering a different selection

for them to look at immediately.

So it's it's

not a item

or that you're having to select

later on down the road.

It's at the beginning of that process.

And because of how you position

that this is not

just how you operate within the showroom,

this is how all account managers,

this is how the showroom operates.

Other showrooms

may operate a little bit differently,

but here at the showroom,

that's the service you can expect for

and the approach

from all account managers.

Absolutely. Absolutely.

We work in our showroom as a team.

We really do.

Even though each account

manager has you know, you work

with your clients and particular members,

but we actually act,

we work as a team in a whole

and that really makes a good flow.

And when members come in

or the clients come in,

they're comfortable that, hey,

that we all can step in and help.

We everybody knows everybody

and it has a great feeling.

And yeah.

So now let's pick one particular project.

Think of one and one in your mind,

is there a particular project

you've done that stands out in your mind?

And it was like the most fun

or at least one of the more fun projects

that you've done. So why?

So there's one that I did,

and it was actually the client

that was this was her home

that she grew up in.

And so she actually they tore it

down to the foundation

and left the main home because.

The home she grew up and they. Left.

They tore down but left the

foundation, okay. And built

the home off of that foundation.

And a couple different wings

and the uniqueness and the style.

So there was a designer

involved and going through

and doing the selection

process of each room was unique,

but they all flowed together.

And

so you kind of walked into more

of a kind of a grand entrance,

and then you had kind of a East wing

and a West

Wing with a herringbone floor

been installed, really unique.

And then

it just

everything flowed well

and it was neat to see that process.

And

from the original,

the story of this home, you know,

it was a home that she grew up in

and she still,

you know,

brought it to life again,

you know, and a completely different

aspect for,

you know, generations to come.

And, you know, so it's kind of

neat process in.

The foundation of that house

was still there, at least.

So really that was it literal from that

you were saying

that's from the ground up, right, from

from where that project went right.

Okay, great.

So let's go the other way.

What was one of the projects

you worked on

that was the most challenging

and how did you overcome

some of those obstacles

that you might have faced?

Well, you know,

you have a lot of a lot of projects

are really challenging

because there's so many different aspects

or variables.

And in those projects,

I really don’t have one

that just doesn't

stand out the most that is like that.

But every one has a challenge

because you have

the variables of timelines,

you have the variables

of product selection,

or it may

be a product that

really shouldn't be used in that aspect,

but that's what they want

and they do it and so that's, you know,

some of the things that

and all you can do

is steer them to the correct product.

But there's times

that that particular product

may not be the best product for that use,

but it occasionally does happen.

Okay.

So now last question. I’m going to elevate

you here a bit, okay.

You've got your

finger on the pulse of what's

going out there with flooring,

kitchen and bath.

Give us the inside scoop.

What does the future hold

for the products

and across those categories,

where do you see things going?

I think they're going

to stay pretty similar

to where they're at now. Okay.

You're

going to have color changes,

but I think most of them are going to be

kind of in the neutral colors.

So I don't think anything

is going to be really extreme.

You will have those that do

kind of I'm going to say

that outside the normal box

of of selection,

and that's every individual's choice

that would do that.

But I you know, I think

where the market is now and I think,

you know,

the last few years have really made

a big change in our industry.

I think some products

have been streamlined because they saw,

you know,

when a high demand comes available

or is a need for products

and they can't supply it,

I think that you saw products

kind of go away.

They streamline the products.

And I think that's where

we'll still have some changes

and products.

I think performance wise,

especially in the flooring,

I think it's it's really good right now.

I don't think there's going to be

a whole lot more changes

and maybe just styles.

Improving on what we have. Yeah.

So they've really the products

that we have

are superior from just say,

five, ten years ago

and the different lines. Okay.

I appreciate that.

That was Mark Allen, everyone.

Thanks for joining us here today.

We appreciate you

joining us on The ProSource Podcast.

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