What is service?

Can I help you? This is usually the first question a retailer asks, because a reputable seller knows that good service starts the minute you walk in the door, and continues long after the final sale. Service begins with a kind of question and answer session between you and the seller. The seller should ask questions to try to understand what style you are looking for, what your budget is, and what your needs and lifestyle are. They will offer advice on choices available without trying to guide you to the most expensive item in the store. For instance, if you are looking at a dining room table in a style you like that seats twenty, and the retailer has determined that you probably only need a table that seats eight, he will point out the better value.

A good consumer should also ask questions. Examine the quality of workmanship and materials used. Ask what styles are available, and what choices you have in color and fabric? Some stores offer a wide selection of styles, fabrics and colors, while others may offer a variety of styles with wide appeal, but a limited number of fabric and color choices. Ask whether your choice is available for immediate delivery, or if there is a wait. If there is a wait, can they tell you exactly how long, or are they vague? Always ask what their policy is on exchanges or returns. A reputable retailer who is interested in providing good service will answer all of your questions fully without trying to rush you into buying.

One of the most important and least understood factors that contributes to good service is delivery. Sometimes delivery is taken for granted, because most people have no idea what goes into delivering and setting up furniture. Furniture retailers deliver and set up furniture every day, and are aware of the problems and precautions that need to be considered. They know how to load and unload a truck to avoid damage to the furniture. When they arrive, they check to see if there is a clear path to the room where the furniture is to be placed. They know how to negotiate stairs, hallways and doors without putting knicks and scratches in your new furniture. They know how to assemble and set up the piece properly so that it will be as sturdy and strong as the piece you saw in the showroom. Before they leave, they inspect the furniture to make sure no damage has occurred in transit and offer advice on maintaining the finish and upholstery.

Good service continues after the final sale. Maybe you thought that sofa was just perfect, but when you got it home it just wasn't the right size, or the color didn't match as well as you thought it would. Is the seller available for advice and assistance? Can they and will they exchange it for something that will satisfy you? What if the piece becomes damaged, or a leg falls off after several months of use? Do they offer advice on how to repair, maintain and care for your furniture? Customer satisfaction is the best advertisement for a retailer, and that comes from good service. They know that your satisfaction means that not only will you tell your friends about them, but that when you consider your next furniture purchase you will most likely return.

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