Interview: Halcyon's Graham Robinson on 20 years in high-end kitchen retail

As he celebrates 20 years with Halcyon Interiors, design manager Graham Robinson talks to Amelia Thorpe about what creates success at the top end of the kitchen market, and reflects on how the industry has changed.

It has been 20 years since Halcyon Interiors opened its showroom on London’s Wigmore Street and the same amount of time since Graham Robinson joined the family-owned German contemporary kitchen specialist. Given the level of change on that street, it’s no mean feat.

"There have been ups and downs over the years, but overall, it is harder now," says design manager Robinson, 49. "There is more to choose from, verging on too much choice, and the uncertainty in the world right now is making people anxious – plus there are many more delays on projects, so things just aren’t as straightforward as they were in the past."

While the length of time between order and installation would typically be about 8 to 10 weeks when Robinson started, now that time scale can be delayed by an average of anything from 4 weeks to 5 months – caused by problems in consents and building works beyond Halcyon’s control. "As high-end projects have become more sophisticated – from the structural glass to technology to all the other elements that can make up a build – there is a knock-on effect when something goes wrong," he says. The result? "You have to have a lot of contact with the client through the process and make sure you are flexible."

Founded in 1981 by Stephen and Susan Gobel, Halcyon is today run by their son, Martin Gobel, and son-in-law, James Paxton. It offers kitchens by Eggersmann and Rotpunkt from its 2-storey showroom, with appliances by Gaggenau, Miele, Siemens, Fisher & Paykel, and it is the London experience centre for Novy. Annual turnover averages some £2.5million, selling about 45 kitchens per year. Despite the tougher conditions he has described, Robinson says the enquiry intake has been positive – particularly from the first 3 months of this year. "Overall I expect our 2025 turnover to be up on last year," he says.

About 60% of business comes from repeat customers and recommendations, with relationship building being a key reason for Halcyon’s ongoing success, says Robinson. "When a client rings up to tell you about a delay, it’s a little like a counselling session," he says. "When I explain that they are not the only ones that this has happened to, they begin to calm down, realise that we are there to help them and that helps build up trust." He puts emphasis on personal contact and listening skills. "It is important to speak to people, to show you care – often it’s the little things that clients remember," he says, recalling a client mentioning her husband being cross because she was using metal tongs at the toaster. "I bought her a pair of silicone ones that cost about £4, so it wasn’t a grand gesture, but one that she often mentioned," he says.

The showroom features 12 displays, of which about 3 are changed each year. "The emphasis is on timeless design, not trends," he says. While there have been what Robinson describes as "subtle waves of change" in colour and hardware finishes (currently, soft stone hues with bronze accents), he says the emphasis has always been on warmer tones, echoed in the mood of the showroom. "We want the showroom to feel aspirational, but not unobtainable," he says. "We are not the sleekest on the street, but I’d say we are the warmest – and a lot has to do with the fact that we are an independent, so we can tailor each design a little more, rather than conform to a manufacturer’s rules."

"Tailoring" is a key word in Robinson’s lexicon. "It is about getting to know our clients and tailoring a design specifically for them – from the best layout to the right appliances for their needs, even helping them choose the wallpaper," he says. "After 20 years, I still love coming to work and meeting such a variety of people."