Customer Service Philosophy
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Simplicity Sofas Customer Service Philosophy

The President and Owner of Simplicity Sofas, Jeff Frank, believes that providing quality customer service is just as important as providing quality products. Jeff worked for Call for Action, a consumer help organization, assisting clients who were victims of consumer fraud, unfair practices and identity theft. By far, the most complaints however, were generated by poor customer service.

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. Most questions are answered immediately. When a question requires research, customers usually receive an answer within the hour. Delays due to waiting for an outside supplier to respond can take longer, but the customer is notified so they are aware they have not been forgotten. Emails are routinely answered within an hour, often within minutes. Our toll-free phone number is available throughout the evening as well as during office hours.

At Simplicity Sofas, we believe in keeping our customers informed. We try to under-promise. When we say production will take 4 weeks, there is a good chance the furniture will be ready in 3 weeks. Our trucking lines contact customers to set up delivery appointments. They have a nearly 100% on-time delivery record.

We then go one step further and contact our customers after delivery to ensure that everything arrived undamaged. 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. Are the cushions too soft? We'll send out firmer ones. Are the cushions too firm? We'll send out softer ones; at no charge to our customers.

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.

Simplicity Sofas depends upon word of mouth advertising. Unhappy customers can destroy the credibility of a company while satisfied customers are a great source of positive publicity. Keeping customers happy by providing good customer service just makes good business sense.

 


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