Frequently asked question: People ask me all the time, Mattress Mack, why do you personally call back customers?
Because customers are the reason for our season. Customers are why we're here. Customers make the payroll every single week.
We believe we want to talk to the customers and see what they think. The most personal part of their furniture buying experience is not in the store, or online, or on the phone. It's actually having the furniture delivered to their home tonight.
I want to know: Did the delivery team from Gallery Furniture, that are all our team members, did they do a good job? Were they on time? Were they polite? Did they set up your adjustable bed? Did they show you how to work that MacZcliner?
We're going to do it right for you the first time. That's why I call back every single customer after they had a delivery or pickup the next day, make sure the customers are happy.
You can't tell customer satisfaction from a spreadsheet. You sure can from a phone call.
