The Tyranny of the Trade Counter

I was in a plumbers' merchants yesterday there were 6 people in the queue. I counted 5 members of staff in view yet only 2 were serving customers. There was a sign on the door informing us they would be closed on Friday and Saturday for a stocktake ... are you selling the stock or counting it?

The merchant suppliers should be a place where expert knowledge of product can be used to the benefit of the installer and the customer. The suppliers are, after all, able to advise on the most appropriate product, correct methods of installation, suitable installers and likely pitfalls. They should be able to do with and offer a competitive price.

What you get instead is a sigh and a condescending look. My wife tells me if you happen to be a woman you might as well forget it; unless of course you're blonde and wearing a miniskirt.

You get expert help only if you pass muster; this requires having your list written on a broken piece of plasterboard and the ability to pass a short verbal exam testing your knowledge of the equipment you wish to purchase. If you are not “trade” forget it, it's not their job to help you out.

As for the genuine tradesman, you join the queue, even if you have the foresight to pre-order. This waiting time is clearly recognised by the suppliers because they've introduced coffee machines and TVs to entertain you during your wait. How many productive hours are wasted every day while queuing at trade counters?

Staff are as adept as Parisian waiters at avoiding your eye. They do very important work for UNESCO or whatever it is they do rather than serve you.

While I was waiting, about 30 minutes in all, I applied my mind to why there was a need for a trade counter. DIY stores function without one, yet they sell similar products. Why can't the branch (note they are called branches not stores) be open plan with a trade counter for those that need expert assistance?


Tradesmen who know what they want can help themselves and check out. The “amateur” can seek assistance with their purchases.

I can browse and to a large degree inform myself rather than stand at a counter and display my ignorance for all in the queue to see.
The whole process as it stands is manifestly inefficient, with an obvious physical barrier: the counter. Without the counter you can remove the queues, increase the productive working day for tradesmen, and enable the staff at the suppliers concentrate on offering expert advise where it is needed, not fetching a carrying.

The message to the merchants is clear, remove the tyranny of the trade counter and liberate your customers.