How many times have you kept your mouth shut because you did not want to piss off the powers that be? When you know that your insight into their business is spot on but will require change and vision on the part of those you would seek to share your wisdom with?
Still incredibly relevant isZappo’s desire to receive the inputfrom shoe manufacturers and wholesalers to help with the marketing of the shoes they made. This at the time when brick and mortar retailers actively went out of their way to keep as much information as possible from manufacturers and wholesalers, lest the power dynamic shift against the retailer. Of course, Zappo’s customer service is legendary, but the key to their success is the collaboration between them and their manufacturers and wholesalers.
Here we are all these years later and the amount of information that is withheld by those threatened by the new world order is staggering. And the higher you climb the luxury scale the more the disparity exists.
Where is the guide by planners of the strengths and weaknesses of their local venues? Production partners? Sure you can find wonderful reference sites like Style Me Pretty’s Little Black Book, Carats and Cakeand Party Slate, but I am talking real, unbiased evaluations by those in the know for consumers to read and be better informed by. Evaluations by those who really know what the consumer wants and what the particular partner may or may not be able to provide. Better information for those that care to really know provided by those who actually know.
For as much as Houzz provides very useful information for all things interior design and renovation, we are still very much in the wild west of “I’ve got a guy/gal” when it comes to who does what and why. If you are unwilling to truly own your own niche, you are reluctant to share who should inhabit that niche with you. So there are very few who will say that contractor/designer/supplier does this well but not this.
I am not talking about creating the next review or validation site. That is an evergreen business but also one that has been done to death. I am talking about taking the time ala Zappo’s to ask what the actual problem is and what the solution to THAT problem ought to be. We need fresh eyes from those that see constraints to a system that need not be there. Do not just say that a production partner’s customer service is lacking, talk about what is specifically off and what you suggested to fix the problem. Give everyone the chance to see that your voice matters and leave it to the production partner to heed the advice or not. At least then we will get clarity as to where everyone stands especially at the power and ultra luxury level.
The reason information diverges at the luxury level is that the physicality and constraints of budget pale as to the status of the endeavor and/or product. If you are using the highest end upholsterer in your region, the expectation is that the work will be superior. The real question is not the craftsmanship it is about the integrity of the craftsmanship and why it matters so much to them and to you. The mastery of intention and vision is what increasingly matters when you climb the luxury scale. Yet, no one talks about that mastery in a specific way that is relevant to those deciding. Of course they are the best, but why? Where do they fall short and what do you say they should be doing to improve? Is it happening?
Today, there are no absolute gatekeepers. As such, we are all experts on the businesses we partner with. We have both the responsibility and authority to improve each other. Keep the platitudes for cocktail parties. Identify better problems so we can all make better art for our clients. The rest will take care of itself.
