The Big Sleep

Funny how some days, you can go from better to worse...or worse to better as I see it.

We had several messages this morning on the website: one very very rewarding and one very very appaling!

One of our customers has waited far too long even for two pillows. Due to christmas closure, it has taken us weeks to get two pillows out of our supplier's factory, we were being told they were sent out the next day...which kept never happening... This person was, and rightly so, very disappointed and angry at us. I didn't manage to get him on the phone today (voicemail) but we will offer him the products he has been waiting for free (if he wants them). This was the appaling message.... Of course you can't give a 100% satisfaction service, but that's only stats! I would have been less polite if I had been the customer! (BTW, if this customer is reading, please feel free to call me on 08000 12 20 20 tomorrow morning, i'll try anyway)

Thanks a lot to that customer for speaking loud: it's good to hear those things when we're wrong!! And it lets us a basis on which to work!

The very same day, we receive this message that speaks for itself:

"Just wanted to say how impressed we were with the service from you guys - our bed arrived this morning and is perfect. The guy who took our order over the phone was very helpful, delivery was promt, and the item is great. We now want a Fatboy and will definitely be using bedeezee for our next order. Keep up the good work!"

Thanks a lot to that customer also: it's good to know when things go right.

As a company, I think it's difficult to be all good or all evil. Only the worse or only the better (although that's clearly the objective)... But when we're handling one order, we can be partly one or the other. What I appreciate in this business it's that through emails, phone, etc.. we have a direct feedback from you guys...and that's very important (maybe the most) to us!!

I hope you're not scared by the first part: it happens but it's not the main scenario!!