Gallery Furniture is always delighted to hear from a satisfied customer, whether by phone, e-mail, or even regular mail. Recently the following letter was received from Jim T., who was very pleased with his shopping experience:
“I wanted to take a few minutes to share my recent experience at your store, and to assure you the employees I encountered all embraced the notion of Quality Management, Customer First, or whatever pop name is now assigned to W. Deming’s work.
"On May 26th I visited your store with the hope of purchasing an HDTV for use in a small, home office room. When I entered the “TV area”, your associate Al (initials AXM) offered to assist me. I described what I was looking for (LCD between 32-40 inches) and Al showed me two or three different sets. There was no attempt to show me anything other than what I had outlined. From the outset it was clear Al was trying to match product to my needs, not his, yours or anyone else’s goals. He answered all of my questions, and when he was unsure, he looked up the specifics of my inquiry. Once I decided on a set, he assisted me in locating appropriate size stand and offered some meaningful suggestions. Al wasn’t selling an HDTV & stand; he was meeting a customer’s needs.
"Leaving Al, I was escorted to the cashier’s window. There was a delay of about 5-10 minutes while a serial number entry was clarified. During this time the cashier stayed engaged with me, apologized for the delay, and most importantly, did not ignore me. Her attitude was upbeat and professional. She clearly conveyed the message that my purchase and my presence were important to her.
"The gentleman who loaded the TV stand into my car was cordial and professional. He explained that I would pick up the HDTV at another location. The gentleman at that location was also prompt in locating my order and placing it into my vehicle.
"While most of my time was spent with Al, I wanted to make clear that all of the folks mentioned conveyed to me that I was an important customer, and that my needs were important to them. That is so refreshing in contrast to the employees we all encounter at other stores who treat us like interruptions or annoyances."
-- Jim T.
An example of a Sharp LCD TV
Thank you, Jim, for your letter. Gallery Furniture is dedicated to customer service and letters like this make it all worthwhile.