...I got what I wanted.

I can't remember when I had such a pleasurable experience dealing with a sales person. I called up not knowing what I wanted, and Melanie listened to me patiently and asked good questions until I got comfortable enough to make a decision. Throughout the interchange, I felt that the only thing that mattered to her was making sure I got what I wanted, whatever it was, and she was willing to spend whatever time it took. So I ended up paying to ship a monster product 5,000 miles by air freight instead of buying it locally just for the privilege of dealing with her, and it was worth the price.

Cheers

D. Forbes

We're proud of you too Melanie! Thanks for taking such excellent care of our customers.
SF Team

You Can't Slow Natalie Down!

Thanks, Natalie!
I just placed an order for the Think chair and am so excited! Thank you for all of your help - you are the reason I purchased a chair from Smart Furniture.
I look forward to working with you in the future as I continue to design my home office.
Gina

IT'S CASUAL FRIDAY!!!

Beyond Impressed...

"I just wanted to say that I am beyond impressed with the service I've received from Smart Furniture, and this on an item which I had to return! I will absolutely be a return customer when I am ready to order the appropriate shelving for my home design project still underway. Thanks so much, what a great company!"
-Lucille T.

Top 10 Customer Service Factors

You are successful in customer service when:


1. You’re doing all the listening - you acknowledge when something needs fixing or help early on in the conversation and save time, yours and your customer’s.
2. You are fixing the problem - you connect your customer with someone who can help.
3. You know the value of each customer - and you are aware that positive word of mouth has tremendous value as well.
4. You see customer service as an investment, not a cost - you put the best people in customer-facing positions.
5. You empower your customer service reps - you trust that they will make the decision that is best for your customers.
6. Your whole company is in customer service - you realize that just like everyone is in PR, so are they vested in the customer experience.
7. You keep your brand promises - you know that customer service is one of the few direct ways in which customers experience your brand.
8. Your product is improved on the basis of customer feedback.
9. You are on top of any problems that may arise - you are proactive, open and honest with your customers about products and services.
10. You listen to your customer service reps - they are the customer advocates, the voice of the public inside your organization.
Customer service is your business best bet. It is a critical success factor for long term growth.

-blog from Valerie Maltoni

Customer Service Kudos to Melanie

"Thanks for helping me yesterday on [the]phone. ... I have to say that your customer service skills are appreciated. There are websites out there that are less than helpful. Customer service people with no skills! [...] My phone call to you changed my mind and gave your company my business.
Thanks!

-Dixie S.

Helpful is our Middle Name

'I wanted you guys to know that we got the shelves on Friday and I got them installed on Saturday. They are exactly what we wanted and they look awesome. Thank you guys again for being so helpful with the updates on the shipping. We will definately be purchasing more from your company because of people like you."

-Frank C.

The Latest Craze in Ceiling Fans

Next time they should try the white duct tape.

Happy Happy Joy Joy..from our beloved Customers

Thanks very much for the extra details and clarifying. I'm consistently impressed by your customer service. Very much looking forward to receiving the chair!

-Nathan C.

And Natalie Does It Yet Again...

"I just wanted to drop you a note to thank you for your help with the purchase of my new chair. I have been living in it for a couple of weeks.The fabric swatches you sent me were extremely helpful, I am completely satisfied with my color selection. The advice you gave me on choosing the appropriate height adjustment was spot on."

"The "standard" height adjustment selection is perfect for me and most average height users. I have it adjusted based on your recommendations and it is very comfortable (I think I have been adjusting my seat too high for years).The chair arrived well packed a day earlier than expected, it would have been a week earlier if not for the snow storms we experienced."

"My first choice for a task chair is the Eames Aluminum Management (based purely on aesthetics), but this is a nice substitute until I'm ready to upgrade.I'll be sure to contact you for any future needs and recommend SmartFurniture to my friends and colleagues."

-Tracye O., Washington, DE

Feedback From our Family of Furniture Friends

..., thank you so much. You and your customer service have been the best and easiest to work with, it is truly incredible in this market. [...] It really has been a pleasure dealing with your company.
-S. Hilton, Santa Ana, California

Natalie Continues to Rock It!

"We were very impressed by your customer service and the speed and efficiency with which you dealt with our orders. The shelves are reasonably priced and well made."

B. B., Washington DC