Steel Cod Retail Council | Earned Loyalty vs Brand Loyalty, Miele's Edge, and the Buying Group Reckoning

Steel Cod Retail Council | Earned Loyalty vs Brand Loyalty, Miele's Edge, and the Buying Group Reckoning

The Steel Cod Retail Council is back with results from four questions that cut right to the core of how independent appliance retail actually works. Anthony Fors and Jon Beresford break down whether true brand loyalty exists in luxury appliances, what manufacturer support really costs dealers when you run the full equation, how the floor is currently grading SKS, Miele, and Fisher & Paykel, and where buying groups still have real leverage versus where sophisticated dealers have outgrown them. The brand loyalty conversation alone reframes how you should think about selling luxury. The council described two completely different customers and called it the same thing — one built on earned loyalty through actual ownership experience, one built on brand aspiration that fades when the budget gets real. Sub-Zero and Wolf are holding while everyone else loosens, and the reasons why should change how every salesperson on the floor approaches a luxury introduction. The manufacturer support math section is the most direct the council has been on this topic. Margin is one number. The full equation includes service escalations, concealed damage claims, returns friction, and every hour a dealer's team spends managing a brand instead of selling it. The dealers who understand that equation make very different decisions about floor space. New episode every day. Subscribe wherever you listen. #SteelCodRetailCouncil #LuxuryAppliances #SubZeroWolf #MieleAppliances #ApplianceRetail #ApplianceSales #BuyingGroups #SteelCodCast #ApplianceIndustry

Panel Ready vs. Stainless Built-In — The Hidden Costs and Project Realities Nobody Fully Explains

Panel-ready vs. stainless sounds like a finish preference conversation. Jon Beresford says that's exactly the problem. When a salesperson treats this as a simple either-or — you like the integrated look or you don't, pick one — they're leaving their customer to discover the full picture on their own, usually mid-project, usually at the worst possible time. This isn't a comparison between two appliances. It's a comparison between two completely different project scopes. The panel-ready appliance might sit at a lower price point than its stainless counterpart, and in the middle of a project where every single line item has been sticker shock, that feels like finally catching a break. But that price doesn't include the custom cabinet panels, the handles, or the installation labor. And it definitely doesn't account for the fact that when installation day comes, the cabinet shop, the general contractor, and the appliance installer all tend to have a version of "that's not our responsibility" when it comes to actually mounting those panels and attaching those handles. Jon walks through the installation reality, the hidden costs that don't show up in the appliance price, and the replacement conversation that almost never gets had. Because if a customer plans to live in that home long-term, they need to understand what happens when the appliance eventually needs to be replaced — matching panels from years earlier isn't always possible, and what was a beautiful integrated kitchen can turn into a serious renovation decision. He closes with how this conversation should actually be handled on the floor. Not as a lengthy detour through the showroom, but as a more complete version of a conversation most salespeople are currently cutting too short. New episodes every day. Rate and subscribe wherever you listen.

Steam Washer vs. No Steam — Why the Feature Gets Dismissed and How to Explain It Properly

The question comes up on every laundry floor: the washer has steam — so what? It already has water in it. Jon Beresford says it's one of the fairest questions a customer can ask. And the problem isn't the feature — it's that almost nobody in the industry has ever given it a proper answer. Steam in dryers is an easy sell. The outcomes are tangible and immediate: fewer wrinkles, fresher clothes, quicker refresh, less ironing. Customers can picture it. Steam in washers runs into a completely different wall, because the machine is already mentally associated with water and soaking and saturation. So when a salesperson says "this one has steam," the customer's brain asks what steam is doing that the water isn't already handling — and "it helps with cleaning" doesn't cut it. Jon breaks down both sides of the failure. The first is the vague feature problem — if a customer can't quickly connect a feature to something real in their life, it sounds like marketing, and abstract features collapse during the buying decision, not after it. The second is the expectation gap problem — steam has such a strong reputation in dryers and steam ovens that customers fill in the blanks themselves, imagining deep sanitization and transformative results that steam in a washer doesn't actually deliver. Over-promise and under-deliver is just as damaging as not explaining it at all. He's clear that steam in a washing machine is genuinely valuable — for the right household. Allergy-sensitive homes, heavy laundry lifestyles, gym clothes, kids' clothes, certain stain situations — for those customers it's a real quality-of-life improvement. But it's assistive, not revolutionary. Some households use it constantly. Others don't notice it exists after six months. The only path to selling it well is asking the right questions, qualifying a little deeper, and translating the feature into actual ownership relevance for the specific person you're talking to. Jon closes with where he puts most of the blame: not on the salespeople, but on manufacturers who never went deep enough on who this feature is actually for. New episodes every day. Rate and subscribe wherever you listen. Referenced this episode: → Steam Oven Hierarchy Episode — https://mcdn.podbean.com/mf/web/8sd722yab3texsy7/Steam_Oven_Hierarchy7zggt.mp3

Why Do Customers Keep Choosing Electric When We Know Better?

GE. LG. Frigidaire. Whirlpool. Café. Electric ranges keep showing up at the top of the Power Index — and despite everything the industry knows about gas and induction, the trend won't stop. In this episode, Shannon and Jon dig into what the data is actually saying and what the industry keeps getting wrong when positioning ranges against electric. The short answer: familiarity is a more powerful force than anyone is giving it credit for — and the "boringness" of electric cooking, the fact that it's predictable and low-risk and exactly what most people grew up with, may be its biggest competitive advantage. Jon also addresses what the Power Index is signaling to manufacturers right now beyond just ranges, whether this is a generational cycle similar to top load laundry loyalty, and why the spec-led conversation that the industry keeps defaulting to will never fully win this one. The fix requires addressing the emotional and familiarity components first — before a single BTU or wattage number ever comes up. 🎙️ Hosted by Shannon O'Hara and Jon Beresford | The Steel CodCast 🔔 New episode every day of the week. Rate and subscribe wherever you listen.

Why Listing Features Is Killing Your Sales (And What to Do Instead)

Most salespeople feature stack. Jon knows it. You probably know it about yourself. And this episode isn't here to shame anyone for it — it's an olive branch. If you're going to keep listing features no matter what, here's a framework to do it in a way that actually lands. Because the features were never the problem. The robotic, brochure-swallowing delivery that sends customers mentally checking out halfway through the presentation — that's the problem. Jon walks through why customers emotionally react before they logically justify — and why that changes everything about the sequence of how you present. The biggest mistake on the floor: explaining a feature before the customer has had a chance to experience it. Don't announce the soft-close hinges. Let them close the door. Feel it. Then the explanation has something emotional to attach to. He also covers which features are worth slowing down for and which ones are just informational — because when everything becomes dramatic, nothing feels important. And the single most powerful move in a showroom presentation: asking the customer what they feel and letting them verbalize their own emotional reaction out loud. Once they say it, they own it. The customer will never remember the spec you gave them. They will remember how the appliance made them picture themselves living with it. That's where the sale actually happens. 🎙️ Hosted by Shannon O'Hara and Jon Beresford | The Steel Codcast 🔔 New episode every day of the week. Rate and subscribe wherever you listen.