People buy from people
Why do we buy from people rather than from shops? That very interesting thought piqued my interest earlier today, whilst not out buying bedroom furniture I might add! I was getting some keys cut in the local branch of Timpson’s when I noticed a sign behind the counter, It said something like this, ‘I give the staff in this shop the total authority to do whatever they have to do to make the customer experience amazing’, signed Mr Timpson – MD! Quite a promise don’t you think? I wonder how true it can possibly hold? Why would he put something like that? I think Mr T (not from A Team fame!) has realised that if you really want to deliver first class customer service, you have to be empowered to take the right actions to please your customer. The sign is encouraging, but it shows us how distant the owners are from the customer. This policy works all very well for refunds exchanges and faults but can’t really address the need to make fundamental changes in product or approach. The staff in this shop might have the authority to give you a free key or refund your money when you really don’t deserve it, but how can they have the authority to influence the ethos and direction of the organisation?
When dealing with akka furniture you are dealing with the owners all of the time! We are always empowered to keep you happy; moreover, we can always adapt our products and services flexibly and responsively to the demands of the market. This is clearly evidenced in the appearance of our range of walnut furniture. Why is it there to complement our oak furniture? Simple answer, our customers told us they wanted it. When you buy from akka, you are dealing with people who care, not faceless, nameless agents of monolithic corporations, you are dealing with US and with this our sense of pride in what we do and how we do it. There is simply nothing more important to us than getting this right. The investment of effort into building akka furniture has been seeded from the start with a sense of mission from the start to produce high quality furniture at reasonable prices; wooden bedroom furniture that is stylish and durable representing excellent value for money. We’ve also dedicated ourselves to the personal touch, end-to-end customer service shown in our repeat business and attention to individual customer’s needs. We don’t need a sign to give good service, we don’t need a big overarching company policy. When you come to us for your bedroom furniture, you’ll be well looked after, it’s because you’re buying from people, people that care about you your bedroom furniture
Tags: Furniture advice, walnut bedroom furniture, wooden bedroom furniture