Common Sense Approaches to Customer Service
Remove six major roadblocks to providing great customer service that exist in the vast majority of retail furniture stores.
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Delivery: Two Guys and a Truck
When a delivery driver is both the first and last person your customer meets after an online purchase, making a great impression is even more important.
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The Delivery Tool Quandary
How to reduce frustration and extra costs resulting from lost tools and touch up materials during delivery.
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The Repair, Replace or Refund Decision
How to improve your service call decision-making in 2021 so that the resolution you suggest is also best for your profitability.
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Delivery: Hold the Pickle!
More delivery options helps your customers feel in control.
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Nuts & Bolts Delivery Promises
Sure fire ways to get to 99 percent perfect first time deliveries.
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Who Cares About Service?
Most of us retailers say we care about service,
but isn't it mostly
just for mottos, mailings, mission statements and group hugs?
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You can’t get to nearly 100% first time delivery success in 2016 without it.
Service, An Opportunity To Keep Your Word
When can a customer service call be a good thing?
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An End To Replace, Return, Refund: How To Reach 100% Perfect Deliveries
If you are interested in 100% first-time delivery, read this article, but note: Unless you and your managers are willing to demand nothing less than perfect, don’t bother.
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Repair Solutions For Matte Finishes
Quick and easy repair for matte finishes solutions -- that aren’t.
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Quick & Easy Furniture Repair
Do you have a backlog of damaged stock? Are your quick and easy finish repair solutions turning out to be neither quick nor easy?
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Getting Caught In The Cheap Furniture Trap
Retailers like COSTCO don’t lose customers when they sell furniture that fails to live up to customer expectations for quality. The same cannot be said for local furniture retailers. Here are five ways to avoid the cheap furniture trap.
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Sorry Ma’am, But These Are Factory Standard Defects
Retailers can remedy their sagging sales with something that has nothing to do with sales—and can cost very little as well.
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Tips For Moving Oddball Inventory
If a piece is clearance, then technically, you are getting whatever you can for it, right? Well, why not consider other more profitable options?
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Preparation For Fixing Your Repair Department
Once you decide to stop sending repairable furniture to clearance, you need to prepare your staff and managers to be fully engaged in the process.
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Being Held Hostage By Your Repair People?
Store owners are losing control of their repair departments. Easily fixable imported goods are going to clearance or being written off as junk. It’s a problem that negatively impacts profitability and customer satisfaction.
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Time Tested Furniture Repair Techniques
There are lots of good books that will tell you how to repair solid wood furniture, but what about imported furniture built from particleboard and resin? Repairing these products requires a special way of thinking, and some special techniques.
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Pity The Poor Delivery Driver
Stupid drivers! Honestly, can they ever manage to deliver something without tearing it up? Don’t blame the driver without first looking closely at other areas of your business that may cause or contribute to failures recognized at the time of delivery.
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Fix Import Repair Problems
Imports come with several key advantages, like better profit margins; more adventurous finishes, shapes and styles; and a wide range of prices. Choosing furniture at markets based on looks and repairability means that you will be able to make repairs whenever necessary, turning damaged goods back into first quality rather than sending them to the clearance center.
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Touch Up Old Repair Techniques
You can save time and money by taking a critical look at your repair and deluxing operations. New touch up products and the challenges of imported goods have changed the way store and delivery people should perform their jobs to maximize customer satisfaction and bottom line performance.
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Making Consistent, "Clean" Deliveries
For many furniture retailers, consistently making “clean” sales and perfect deliveries is as difficult as grasping that gold ring on an antique carousel. Peter Schlosser reviews the entire process from receiving to delivery. Potential problem areas are identified and solutions described.
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Broken Furniture Repair Departments
Third party repairs, in-home repairs and poorly managed in-house operations can drain your budget dry if you’re not careful. These situations can usually be avoided with proper planning and equipment.
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