Business Opportunities Weblog

May 24, 2004 by Dane Carlson | 2 Comments

It’s not the Fab 5, but how blown away would you be if instead of just barking “Where do you want it?” your furniture delivery man helped you to position the new furniture so that it looked just as stylish in your room as it did on the showroom floor?

Brand Autopsy:

The assistant truck driver realized that the reason the furniture looked more attractive in the showroom was that it was arranged by professionals. His idea was to give the company’s nineteen truck drivers and their assistants some of the same training in interior decorating that was given to the salespeople.

Now, when delivering a sofa, for example, the delivery crew does not simply ask, “Where do you want it, lady?” Instead, before bringing it in, they find out why the customer bought the new furniture, visit the room it will go in, and look for appropriate accessories.

Together with the customer, they develop a plan. When the crew retrieves the sofa from the truck, they are able to position it nicely and accessorize it stylishly. With their decorating help and willingness to please, these truck drivers greatly improve the chances that customers will like their new furniture and generate considerable word-of-mouth advertising.

The other furniture companies in the area contract out the delivery process. Their delivery people still knock on the door and ask, “Lady, where do you want it?”

via Brewed Fresh Daily.

In Ideas, Profiles | 2 Comments
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