What does Gallery Furniture consider a five-star customer experience?
When a customer comes in, they say, "I haven't slept in months, even years." They got black lines under their eyes. "Show me a Tempur-Pedic Adjustable Sleep Set for myself and my wife. We're just suffering."
We sell them a Tempur-Pedic Adjustable Sleep Set. We deliver it to them. I call them the next day, and here's what we consider a five-star experience.
"Your guys, Aaron and John, that delivered our furniture were the best people we ever had. They had a smile on their face. They entertained us while they were in our home. They brought in the mattress. They brought in the adjustable base.
They hauled off the other mattress and adjustable base with smiles on their faces. They set it up. They spent a few minutes showing us how to work it, made sure we were totally comfortable with the mechanism before they left, and we slept like babies last night.
It is a thrill to sleep on this new Tempur-Pedic Mattress Adjustable Base."
That's what a five-star customer experience looks like. You check all the boxes. Delivery right, delivery on time, delivery guys friendly, salespeople friendly, but most of all, the product works great for the customer.
