I'm Mattress Mack. I call customers personally because I want to know what the customers really think.
If they say, "Your delivery guys were great, they showed up on time, they took care of me," great.
If they say, "Your delivery guys were late, they damaged my home," that's something we have to address.
Nothing like getting great direct feedback from the customers. You find out what's trending, you find out how we're doing.
Generally, we do very well with these deliveries. Occasionally, there's a problem that gives me the opportunity to solve the problem.
I don't run the business by reading spreadsheets. I run the business by talking to customers because at Gallery Furniture, the only thing we have is customers. Our job is to please customers first, last, and always.
After you buy your furniture, whether you pick it up or have it delivered, I'll call you the next day to make sure the delivery or pickup went well, and I'll call you the next day to make sure you love your new furniture.
