Mail Bonding

May 31, 2008  by in UnCategorized   

By Home Furnishings Business in Furniture Retailing on June 2008 This month, we’ve got the great and the ugly in our mail bag. We’ve got one retailer complaining about our edgy, out-of-the-rhombus cover from April. To be honest, we heard from three other folks during the week of High Point Market who weren’t thrilled with our cover. Everyone else loved it almost as much as we did. On the great side of comments, a design consultant in Florida shares her view on winning customer service. Read on for insight.



I am offended by your most recent cover (April, 2008). There is no need to stoop to conquer. This is an incredible industry. We don’t need your brand of journalism or poor use of the English language.

Cancel my two subscriptions. They really are worth what I paid for them.

Richard E. Andrews
President, Andrews Furniture, Abilene, Texas

Yes, we realized we were pushing the envelope with our April cover; that was the point. Thank you for your comments. Mr. Andrews’ subscriptions have been deleted from our list.
Sheila



I completely enjoyed the publisher’s letter this month (March, 2008). I was so unsure; all the while I read what the eternal question at the end would be. To my delight, it was about capturing a guest opportunity and turning it into a lovely memory. It is our favorite subject here at La-Z-Boy!

When I was 13 years old, I went to buy my first pair of jeans by myself. Growing up in the ‘70s in a small town in New England, our choices were somewhat limited and oftentimes, we would have to resort to special ordering from our local store. Remember, it was the ‘70s, and by the time the new joy frock would arrive, it would be two seasons later.

I had received an enormous amount of money for my 13th birthday on Jan. 1, $35, and could not wait to order my “elephant leg” bell bottom jeans. I called my best friend and we took the half-mile walk, uphill, in the snow (no kidding) to the town’s most prestigious store. Julie and I excitedly walked in from the cold to an awaiting clerk who was angry because we had opened the door and let the cold air in and that WE were her only customers. How could we have the nerve to come into the store alone? Surely she would take it up with our irresponsible parents.

I told her what I was looking for and she rolled her eyes and took us to the rack where there were three sizes to choose from, none of them mine or Julie’s. I knew that other friends had special-ordered and asked her if she would order them for me. I have always been a “big-boned” girl, and as she scanned me up and down, she snarled the words, “I don’t think they came that big.” I was crushed, embarrassed, ashamed and 13. Julie and I promptly left the store and hurried home. Once alone in my room, I cried. I knew that day I would try never to make anyone else feel the way I had.

When I was 16, I got my first job at that very same store. It was Christmas time and I worked wrapping the gifts our customers were buying. It was a lot of fun and a lot of work but NO ONE walked away from my department with a frown on their face.

I have been in sales most of my life and love it. I am proudly working at La-Z-Boy Furniture Galleries and Design Center in Ocoee, Fla. Our store is filled with people who genuinely care about the quality of the lives of the people who walk through our front door. The experience here is easy, engaging, informative and hospitable, and comes filled with as much relationship as you desire from your consultant. Relationships between employees and guests go much further than the transaction; we help one another in life as well. We treat each person as though they are the ONLY guest we will have that day. Many of our associates have been with La-Z-Boy for years and have transferred from other states to continue their careers with the most respected name in furniture year after year.

Our goal is to make your day better because we were in it, so the only question that remains is: When will you be visiting us, so that we may change your mind about your next home furnishings experience?

Susan Swain

Design Consultant, La-Z-Boy Furniture Galleries, Ocoee, Fla.