Contacting a company is intimidating. Based on past encounters, or the storied experiences of others, we don’t expect thoughtful assistance when we call a company. We expect pushback or apathy, but reassurance and satisfaction are things we only hope for.
Room & Board is different. Our Shop From Home team uses a diverse skill set to solve problems via phone or email for the vast majority of the day. Whether it is space planning, accessorizing an almost finished room, finding a delivery route that will fit a customer’s schedule, or arranging for our service team to go to a customer’s home to repair a piece of furniture, we are almost always facilitating solutions for our customers.
And there is never a script.
What that means for our customers is that we have the freedom to listen, person to person, to their concerns. We have the education to understand what tools are at our disposal to help them. We have the autonomy to do the right thing for both our customer and our business. And at the end of the day, we have the peace of mind that comes from actively preserving our relationships with our customers.
With the freedom to approach every conversation as an opportunity to make a connection and solve an issue, each customer quickly feels reassured…especially if they initially had reservations about contacting us. We are decidedly unintimidating.