In the next instalment of our series of interviews with agents and reps across the furnishings industry, we spoke with Dermot Hession, who shares an insight into his role, responding to market challenges and why being a good listener is key.
Meet Dermot
I’m Dermot and I’ve been in the industry five and half years as the UK Account Manager for Sofa Source and Image UK.
What drew you into the life of an agent/rep and what’s the day-to-day like?
After spending almost 25 years in the airline industry with British Airways as a Customer Service Leader, I was approached by our Group CEO, Mark Gannon to see if I would be interested in meeting up to discuss a role as the UK Account Manager. I have known Mark and the Gannon family all my life and while I did not have any experience in the furniture industry at the time, Mark was aware of my customer service experience and the benefits of this experience when building relationships with customers.
I learnt very quickly in sales that people buy from people so understanding your customers and their needs is the key element to any sale. After all, this is a company that has been in business for over 25 years and has a solid reputation which was something that I could easily get behind. My day-to-day role involves travelling a lot. I plan my calls 2-3 weeks in advance. I am away 3-4 days a week and normally work from home on a Friday to catch up with admin and plan customer calls.
What is the best part of your role?
Most certainly the engagement with our customers and work colleagues. Meeting customers needs & expectations keeps the mind focused. I love getting to know and understand my customers. Family is a core corporate value, having the support of the team at our head office from design to after sales service makes my life a lot easier.
What is the most difficult?
Since joining Sofa Source & Image UK, we have gone through COVID which led to exorbitant shipping prices and the current unrest in Iran has meant that worldwide sales of upholstered furniture has been a rollercoaster. Each year has brought different challenges. This is when you see the greatest strengths of the company and the colleagues you work with. As an organisation we have stayed strong and had the ability to pivot to enable continued growth.
Do you have any particular highlights so far?
While I had been to China on a number of occasions with British Airways in my previous role, my first visit to Haining & Angi where our production facilities and fabric mills are based was an amazing experience. To see firsthand how closely we work with our long-term manufacturing partners and fabric mills brought our global scale, but local insight, to the fore. Having our own QC Team in China ensures all products are checked during and after the production process and any issues are resolved before shipping.
What challenges do you think currently face agents/reps?
There is a nervousness in the market and consumers are more cautious with spending on larger ticketed items. It is also sad to see the closure of a number of our traditional high street stores as the move away to larger stores in retail parks is very prominent. Such challenges keep us all focused on how we need to react and pivot in the right direction.
What would you like to see change?
I would like to see a change to the current UKFR treatment regulations in the UK & Ireland. SI No316/1995 Industrial research & Standards (Fire Safety) (Domestic Furniture) order, 1995 Irish standards IS419:2011 should be changed and brought in line with all other European Union states, which currently do not use chemical treatment on fabrics & foam for an FR standard.
Flame Retardants are released through normal use and settle into dust particles; toddlers are at a higher risk as they crawl around picking up dust on their hands and transferring this into their mouths. During production of furniture, workers are exposed to handling FR Chemicals. The Environmental department of the United Kingdom Parliament commissioned a report “Toxic Chemicals in Everyday Life” which was released in July 2019. The health of firefighters was highlighted in this report where they carry out their normal work practices can cause cross-contamination of their personal protective equipment.
What would you say to someone considering becoming an agent/rep?
Become the best listener you can be. Customers appreciate it when their reps take the time to listen to them and understand their concerns or issues. Be prepared for the up and downs in the marketplace, learning how to make your time to be as efficient as you can. Always plan your route calls well in advance as most customers do not appreciate cold calls.
What is the most important attribute to have as an agent/rep and why?
Always remain professional with customers even if they are having a bad day or an issue they may be experiencing with one of your products. Get to know and understand your customers and focus on the importance of listening to their needs.
Can you share something that irritates you the most as an agent/rep?
It can be very frustrating when you make an appointment to see a customer, and they fail to show up or say they are too busy to see you. Some customers will choose to take calls or message people when you are in the middle of a meeting. While I appreciate they lead very busy lives, it is very difficult to conduct a good meeting when there are constant interruptions.
Can you share an insight into your plans for the year ahead?
We have recently launched Image UK and become trusted AIS & Minerva suppliers in the last two years. As a result, we have a busy year of trade shows. Next up is the Manchester Furniture Show next month. We are also preparing for our own annual IFHS (Irish Furniture & Homewares Show) in the National Indoor Arena, Blanchardstown, Dublin from the 23-25th August. We will also exhibit at the AIS Furniture Show from the 26-27th August, while September will see myself and a number of my colleagues travel to Shanghai to exhibit at the Shanghai Furniture Fair from the 8-11th September. Finally, we will exhibit at the Autumn Minerva show from the 7-8th October.
What’s the next big thing you are seeing in the industry and why?
Apart from the move away from grey’s & browns to the more neutral colour ways of beiges and pearl tones, customers are moving towards organic shaped modular suites which they can either change the styling within their existing homes or add to the suite at a later date. The use of natural colour ways enables customers to add a pop of colour in the form of cushions, throws or even an occasional chair.
Final thought…
2026 to date has been a very exciting year for us. We have rebranded as a company with a very clear distinction of our four companies within our brand – Image UK & Ireland, Sofa Source, Avriio and IFHS. We look forward to a very strong second half of the year and developing our presence in the UK market.
We are extremely proud of our product offering and, most importantly, of the strong relationships we have built with our customers. Our most recent customer survey (March 2026) reflects this, with our products scoring 8.89 out of 10. Additionally, 79% of customers believe we are easier to do business with than our competitors, while a 21% we are the same.
