Getting to Know Us - Karen Jennings, CSR

This pic was taken when I was about 2 or 3 and yes, I do remember by mother placing a blue bowl on my head to cut those bangs. Awesome, huh?

Name: Karen Jennings

Employed with Smart Furniture since: May 2005

Favorite Movie: Favorite Fantasy – Lord of the Rings trilogy, Favorite Comedy - Dirty Rotten Scoundrels; Favorite Sci-Fi – The Terminator epics; Favorite Horror Movie – The Exorcist; Favorite Romantic Movie – Somewhere in Time

Favorite Book: The Bible, Where the Red Fern Grows (it was this book that taught me the power of the written word to elicit emotions) and all works by Stephen King and Robert McCammon.

Favorite Food: Grilled chicken salad at Houston’s Restaurants

Favorite Quote: Many waters cannot quench love; neither can the floods drown it. – Song of Solomon. Favorite Quote #2: I can complain that the roses have thorns or choose to rejoice that the thorns have roses.

Hobbies: Reading, movies, music, puzzles, linear brain teasers, and playing games on the PC.

Likes: Learning something new, kittens and puppies, spending time with family, being able to help people.

Dislikes: close-minded, rude, obnoxious, inconsiderate people. And peas.

If you could meet one person dead or alive, who would it be? And why? Abraham Lincoln – an amazing President. Oh the questions I would ask him!

Vanilla or Chocolate? Neither – Pralines n’ Cream Baskin Robbins

Hamburger or Hotdog? Hamburger

Ketchup or mustard? Ketchup

Paper or plastic? I honestly don’t know – Do I select paper which fosters guilt for the destroyed trees used to make it or the satisfaction it gives that at least it’s biodegradable. But then what about plastic – less expensive to make, easier to hold and carry groceries but will never break down and encourages use of fossil fuels. Such a dilemma.

Favorite soft drink? Caffeine-free Pepsi

What’s on your Bucket List? Riding in a helicopter, hot air balloon, sky-diving, visiting the British Isles, France, making a difference in someone’s life, storing up as many treasure I can in heaven.

If you were a crayon, what color would you be? Lavender or Violet

Any pets? Yes, 3 beautiful fat gorgeous kitties adopted from the Atlanta Humane Society: Claire, Chloe & Katie.

Favorite Sport: Any water sport.

What is most important in life? My relationship with God and my family.

What makes you laugh? Seeing the humor in the mundane, a witty remark, frolicking puppies and the laughter of little children.

What asset do I bring to the Smart Furniture team? Mommy hugs, smiles and 20+ years of customer service. I especially enjoy being able to turn a customer’s frown upside down with a positive attitude, an ability to listen and trying to take that extra step.

How to Wash Dishes in 7 Easy Steps

...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