Mack, Gallery Furniture is well known for its world-class customer service. How would you say the customer service has changed over the last 4 decades of Gallery Furniture?

How has customer changed in the last four decades? Not a whole lot because from day one, my wife Linda and I used to deliver furniture the same day so that's still our motto, “Buy it today, get it today”.

The customer service is all about having the furniture in stock delivering it to the customer the same day. They buy it making them happy and then taking care of the next customer, that's what we try to do every single day.

We don't try to put anything off tomorrow that you could do today as far as taking care of those customers.

Have you seen customer service by competitors or other vendors that you interact with change over the decades?

I think customer service by our competitors has always perhaps been a bit lacking and now it's more lacking than ever. I hate the fact that they're making decisions based upon the customer as an algorithmic number and it doesn't matter that 20% or 30% of their customers cancel because they get poor customer service.

I think that's abhorrent, it puts a bad stain on the entire home furniture business. I think people, all of us should pay more attention to customers because customers are the reason we got out of bed this morning.

And if you don't delight those customers you're not going to stay in business and I try to remind myself and everybody that we work with here every day, if it weren't for those customers we have no paycheck, no paycheck, no job.