The other day I was compiling customer comments from our Delivery Quality Surveys, and it really gave me a warm glow. Anyone who has worked in the retail business for any length of time knows that customer complaints are part of the territory. People who are dissatisfied with a product or service for which they have paid can be very vocal about it. Satisfied customers, on the other hand, may tell a few others about a good experience, but they don’t often come back to you to thank you for, essentially, just doing your job. So when people do thank you, it really hits home. Every customer to whom we deliver furniture receives one of these Delivery Quality Surveys. Filling it out and sending it in is optional, though a stamped envelope is provided. We use these surveys to see our business through our customers’ eyes, and make improvements where they are indicated.

Just a few excerpts:

“Smith Village is a ‘jewel’ tucked away. So glad we stopped in to take a look.”

“You have amazing staff from sales to delivery.”

“Set the standard for delivery – great job!”

“It was wonderful to experience such OUTSTANDING customer service in a day and age where customer service is almost nonexistent. I will definitely be a repeat customer.”

“We had done quite a bit of shopping around before we found Smith Village. Yours was the best experience for us. The price and quality of both furniture and service professionals was terrific.”

Obviously, there are clients we could not make happy. As the saying goes, you can’t please all of the people all of the time. But to hear such generous praise from any of our customers is a heartwarming thing.

It’s nice to hear we’re doing our job.

Thanks.