modern living room furniture san diego
one of the great things that separatesfrom room and board from our competitors is the whole package. it's the appearance, it'sthe product, it's from the top to the bottom. >> mark: from having confidence when yougo out on delivery that the product has been looked at, inspected so that it's inthe best possible shape to meet the expectations or even exceed theexpectations of the customers. i think a lot of it is just because the people are great,it's fun. i always just treat it as if i'mreceiving a delivery myself. what would i expect? what do i want? it's that kind ofattention to detail that impresses me and that's why i try to do for otherpeople. once we arrive at a home, on a
typical day, we share responsibilities. wealternate day by day and we'll go up, we'll greet the customer at the door,we'll go inside and we'll ask the customer to show us where in the roomit's going. so we check out the path, if everything has moved out of theway, if we have enough room and see exactly how they want things set up and get backout into the truck and if that's my day, that i'm greeting customer, joe willactually be prepping the furniture un padding it, we blanket wrap everything,keep it all safe and i'll lead the path in and let joe know where to go. >> joe: it's so simple, but the biggest thing is whenyou just greet them and you take your
shoes off, the customers are blown away by that. >> mark: we get it all set up. if it's hardwood floors or ceramic tile,we'll put felt pads on the bottom to make sure their personal property isprotected. if we need to move furniture during the course of establishing thatpath, we will. one thing i really like is communication with the teams as you'rewalking in, i believe the customers have commented in the past about how well wecommunicate. we're doing it for safety reasons and also it is letting customersknow that we are doing everything we can to protect their property. whether it'sthe furniture we're delivering or their existing, the walls or furniture. thecustomers react very openly with us,
they'll let us know what's differentbetween other delivery services >> joe: they're not afraid to point that out either >> mark: nope, notat all and then it's that background training that we receive where we spenda lot of time learning about the fabrics, learning about the cases, care, caringservice. we learn and we share a lot. i think they're expecting a couple guyswalking in, plopping down furniture and leaving and we just kind of take it to awhole other level. as we wrap up a delivery, getting our signatures, we spendsome time going over any care information. we point out about ourwebsite. we've really invested a lot into our website and the the informationthere is phenomenal. when we say we're
going to get back on the truck and makecontact with the right person, we do and then customer support, the designassociates, whomever it may be, they're there and they get on the phone and they'reright there and i think it adds a lot of credibility to who we are and what we'redoing, that we are a part of a company and there's a there's a trust factorthere.