Junaid Mayne

How did you first get started in the world of KBB?

Junaid: I used to work for a high-end design company called The Ratio Interiors. I did not have a specific role — just generally handling the admin and learning how things worked. 

One day my boss asked me to try selling a group of Villeroy & Boch ex-display items which they were stuck with for a while.. Within a few months, I almost sold it all, bringing in good numbers. My boss was impressed.

Next, I started coming up with marketing ideas because we were based on an industrial estate. I knew where the company could improve and wasn’t scared to share my opinions. 

I told them we needed to invest in our online presence due to our lack of footfall and started building our Facebook page. Not long after, we got enquiries through that. 

Then I suggested doing leaflets: every day I’d go out and hand out a few hundred leaflets, and we started to get really good results. I actually landed my first job valued at £14,000 through those leaflets and more customers for the company. After this my boss gave my opinions weight.

Where does the design side of things come in?

Junaid: When our showroom manager left, I was tasked with picking up the design software as the company wanted to save money by utilising the employees they already had as opposed to taking on someone new. My skills weren’t fully there yet — I was just doing basic designs — but I picked things up quickly and started closing sales.

Later, I went to Al-Murad Tiles and Bathrooms. They wanted me to focus on tiles after they said they were hiring me to sell bathrooms! Initially I was disappointed but it eventually worked in my favour because that’s where I learned colour matching and everything tiles..

Eventually, I moved to another bathroom business — they gave me independence as a showroom manager, but they wouldn't let me invest in marketing (despite promises to do so)  and in the end they let me go.

I remember telling my manager then that I’m very tenacious — when one door closes, another opens and that me being let go was a blessing.

I always wanted my own business. I knew the suppliers and the software, and I could manage projects and had my own leads. 

I realised I didn’t need anyone else to get started.

How do you approach bringing a client’s vision to life?

Junaid: Understanding is crucial — I make a lot of effort to understand what they want. I do look at other designs for inspiration, but it always begins with what the customer likes. 

I put a lot of time and energy into my designs, and I also provide a complete end-to-end service. I feel it’s not quality service if I don’t help the customer with everything, like sourcing the materials and components.

It’s a thorough service from beginning to end. 

How would you personally define a well-designed bathroom?

Junaid: A well-designed bathroom is a bathroom that has flair and beauty, but is also practical and within the customers budget. A little saying of mine is that a good design is when it takes a neat left turn when you think everything should go right. For example, instead of doing everything brushed black, you throw in bronze or something unexpected, that neatly fits. That’s what gives it flair.

I have a lot of customers that come to me and say they went to a high street retailer and they felt like something was missing from their design and so customers come to me wanting something more complete. I think some designers should have higher expectations of themselves and dedicate more time and effort into their designs. 

Who are your favourite designers?

Junaid: Joseph Dirand & Kelly Wearstler

What kind of projects excite you the most right now?

Junaid: Since starting my business I have had customers with average budgets, but after completing a couple jobs I think it has shown my potential a bit, and now have customers with stronger budgets who trust me to design something more fancy for them, so these upcoming projects excite me the most. 

What are the biggest challenges small independents are facing right now?

Junaid: First is getting leads. Second is understanding the competition. Are you being beaten on price, technology or talent? 

You need to compensate where you’re weak.

How can independents compete with big sheds?

Junaid: Competing with larger companies isn’t just about price: independents shouldn’t be scared of spending on marketing. 

Understand your competitors and learn from them, then market yourself on what big companies can’t offer.

Sometimes it’s not worth the time competing with the sheds at all — many customers don’t want big sheds. They want personalised service and design expertise. Find what works for you that doesn’t work for the sheds and create your own blue ocean.

Another area that trips up independents is tech: designers often limit themselves because they don’t know the software fully. Really take time to learn the software, talk to advanced designers and watch YouTube tutorials. 

Actively improve your service, your skills, and your offering. All of this affects how customers experience your service.

How have customer expectations evolved in interior design?

Junaid: Customers I come across don’t have time to shop around; they want someone they can trust to handle everything. They want a personalised service, not a generic showroom experience.

What does collaboration look like in your corner of the industry?

Junaid: I’m a believer in intensity beats extensity. I find that small, quality teams beat big, loose ones hands down. 

You have to have good communication and you should be serious about bringing in leads.

Every relationship needs mutual benefit: suppliers should make an effort checking in with independents and building rapport. Designers should buy consistently from their suppliers and  because installers need customers. 

It’s a network — everyone waters the plant.

What should independents look for when collaborating with a freelance designer?

Junaid: Trustworthiness and hard work. Look at their portfolio, design depth, reviews and references.

What separates a great independent bathroom business from one that struggles?

Junaid: Enthusiasm and passion. That’s what gets you through dark days, makes you go the extra mile, makes customers leave good reviews.

On the tactical side, where should a small independent start when taking up a bathroom renovation?

Junaid: Ensuring your builders are who and what they say they are and are trustworthy. Check their previous works, reviews and ask them for references. Also, double check everything, lead times of items, return policies, prices, what agreements you have in place etc. Sometimes there can be so much going on especially if you have multiple projects going on that it can be easy to forget small but crucial details. 

What are the three most important things in a bulletproof contract?

Junaid: Refund policies, realistic timelines and clear scope of work — what’s included and what’s not.

What adds the most value to a bathroom project?

Junaid: Exceeding expectations. Understand what the customer wants, then give them something better — add things they didn’t know existed that you think they might like from speaking with them.

If you were to do it all over again, what would you do differently?

Junaid: I’d prioritise finances better and put money where it benefits the business most. 

Initially I invested heavily in marketing when I should have invested more in systems like quoting software to handle the work better. Quoting can get really long and dry for both me and my customers. 

I probably should have invested in something like EQ or TruBlue first. It would’ve made quoting so much simpler, even if it cost a bit extra per month. 

Instead, I put more money into marketing, which brought in more leads than I could handle, and I couldn’t respond to everyone. 

If I’d invested that money into the software, I reckon I could have managed my jobs a lot more efficiently.

What is the most rewarding part of running your own design business?

Junaid: The most rewarding part is seeing the growth, jobs completed and my design skills improve.