Customer Service Philosophy
- Customer Service Philosophy
Simplicity Sofas Customer Service Philosophy
Simplicity Sofas' customer service philosophy is very simple. We do whatever it takes to surprise and delight our customers. We make the furniture purchasing experience informative and enjoyable. We deliver more than our customers expect.
Simplicity Sofas' business model is based upon "extreme" customer service combined with Word of Mouth marketing. Most of our marketing efforts are designed so that our former and current customers reach out to friends, family and co-workers, recruiting them into trying out our furniture and experiencing our unique brand of service.
Owner Jeff Frank spent two years working with Call for Action, a non-profit consumer help organization specializing in resolving consumer complaints with retailers and service organizations. As a result of working with hundreds of upset consumers he came to a few basic realizations:
1. Customers who are ignored or refused do not come back and spread their frustrations to others who may also avoid the company.
2. Customers whose problems are addressed fairly will return despite their initial negative experiences.
3. Customers whose problems receive attention and response above their expectations become evangelicals for the company, not only returning but recruiting friends, family and co-workers in addition.