Simplicity Sofas Customer Service Philosophy

The President and Owner of Simplicity Sofas, Jeff Frank, believes that providing exceptional quality customer service at a level beyond anything ever seen in the furniture industry is a powerful marketing tool.  Where other furniture companies consider customer service costs to be a dead loss because they don't create any income, Simplicity Sofas considers its customer service to be its primary marketing tool. 

Bad customer service will lose customers for a company.  Good customer service lets you stay in place or maybe gain a few additional customers.  Exceptional customer service brings in new customers who become so enthusiastic that they spread the word about the company.  Simplicity Sofas has been built on exceptional customer service.

Jeff developed his exceptional customer service strategy after working for 2 years with Call for Action, a consumer help organization, assisting consumers who were victims of consumer fraud, unfair practices and identity theft. By far, the most complaints however, were generated by poor customer service.

By working with hundreds of consumers in their dealings with retailers, it was easy to see what happened when consumers were angry and also what happened when the company they were dealing with treated them fairly.  After a good conclusion was reached with a company, most consumers were able to disregard everything negative that had happened before and become a loyal customer.  Sadly, relatively few disputes ended in happy results for consumers by the time these consumers requested help.

In creating Simplicity Sofas, Jeff has designed a company that understands and responds to the needs of its customers. Employees are friendly, helpful, courteous and knowledgeable. Telephone calls are typically picked up within two rings. Questions are almost always answered immediately. Emails are routinely answered within a few hours, often within minutes. Our toll-free phone number is answered by a real person on weekends and evenings as well as during office hours.

Simplicity Sofas' customers will be contacted several times during the sales, production and delivery process. We even contact our customers after delivery to ensure that everything is OK.  We ask our customers to let us know how they like their new furniture – We mean it! We really want to know. If for any reason a customer is not completely happy, we will do whatever is needed to correct the situation immediately. 

At Simplicity Sofas we also believe in treating our customers honestly. Routinely, customers order our "pet-proof" fabrics with the optional fabric protection. They are amazed when we call to tell them a refund is on the way because fabric protection is unnecessary for those fabrics.  We also believe in reimbursing our customers when they have been seriously inconvenienced. When we moved to a new (larger) factory building, many of our orders were a month or more late.  Every customer whose order was more than 2 weeks late was sent a check for at least $100 up to $400 as compensation.

Simplicity Sofas depends upon word of mouth advertising and customer reviews. Unhappy customers can destroy the credibility of a company while pleased customers are a great source of positive publicity. Keeping customers happy by providing outstanding customer service just makes good business sense. We have many customers who have told us that our company provided the best customer service they have ever experienced.  In the 3+ years we have been in business, Simplicity Sofas has never received a negative review from one of its customers.

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