It should be no surprise to regular readers of this blog or our main website that I'm a big fan of outstanding customer service. Our Customer Service Philosophy page spells that out quite clearly.
We've needed to replace an ancient box spring on my daughter's bed for a long time. (Let's just leave it at this; the box springs are older than I am.) We've been putting it off for years. The impending visit of my father and his wife finally provided more motivation than my daughters frequent whining.
So off we trudge to R&S Mattress Liquidators in Mesa, AZ. I despise going into stores like this. I just wanted to go in, get something of reasonable quality and get out. I was fully expecting to get the hard sell, with some sales guy trying to shove a new mattress on me "AT INCREDIBLE SAVINGS! TODAY ONLY!!".
So we pop in and say, "We need a full size box spring, that's all." One Dave Lecompie says, "Sure thing, I've got one for $89".
"How much for delivery and how long will it take?" I ask, expecting the standard "$50 and it'll be there next week" story line.
Instead I get, "Well, since you live so close, if you can wait until tomorrow, just tip the driver 15 bucks and we're good. Will that work?"
Dave was so stinking nice, and he bent over backwards to make this whole transaction painless. So I commented that we'd be looking for a king size mattress to replace our own antique soon.
Dave's response? "Hold on to that receipt, and if you come back here, I'll knock the $89 off your mattress price."
Hmmm…. want to guess where we'll be buying our next mattress, and where we'll tell our friends to shop?
R&S Mattress Liquidators
2235 S. Power Rd. Suite 107
Mesa, AZ 85208
480-807-1800
Ask for Dave. Dave clearly understands customer service. A lesson to be heeded by those of us in the real estate business…
Technorati Tags: customer service
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{ 5 comments… read them below or add one }
Derek Burress 07.25.07 at 6:22 pm
Are you sure Dave didn’t know you were a blogger and just took advantage of the free marketing through superior customer service?
Jay - The Phoenix Real Estate Guy 07.26.07 at 12:41 am
Derek - I’m positive there is no way Dave knew anything about me blogging or that I might write something about his business. It never came up. Heck, *I* didn’t know I’d write about it.
Dave may not even consciously be aware of how great his service is. He just gets it.
Stacey M. 07.26.07 at 6:21 pm
It has always amazed me, how a little attention and kindness goes so far. The people who do “get it”. Will be the ones who have success.
Joes 10.07.08 at 4:58 am
Its a very interesting and cool post about online shopping. people are using online shopping to buy any product.
Thanks for your time to write this post.
John from Mattress Chicago 11.18.08 at 10:53 am
If every salesperson I met was this nice I would probably be more motivated to do less online shopping these days. It is good to see not everyone is a pushy annoying salesmen.