Where This Meets That
I always try to recognize exemplary service from retailers, and today I recognize Haverty’s Furniture Company.
Sometimes it takes a mistake to give a company’s real fiber a chance to shine. In my work, I deal with suppliers day in and day out, and they sometimes screw up. Everyone screws up occasionally (or so I’m told); mistakes are simply a fact of life. The true test of a company’s service makeup is not necessarily whether they screw up or not as much as how they recover from said screw-up.
Haverty’s just delivered a bunk bed set last Friday (our growing family is now forced to expand vertically). After the two-man crew completed set up of the two beds, they realized the dowels required for stacking the beds were missing. Not only that, but there was a hand-written number in red permanent marker down a side of the bunk ladder.
The crew put in a work order while at our home and said we would receive a call back shortly to correct the problem. We received that call in less than an hour. The agent sounded sincerely embarrassed, accepted responsibility on behalf of Haverty’s (no blame or excuses), and was strictly concerned with making it right.
He first suggested that he have the dowels and ladder ordered piecemeal but said he wouldn’t be able to schedule the crew to finish assembly until the parts were delivered. When we told him we would be going out of town in a couple days, he scratched that suggestion and ordered a crew to bring an entire new set (since the complete set was already in stock at the distribution center) then just pull the dowels and new ladder from that set.
I told him that I appreciated the suggestion but that it seemed overkill since we’d be out of town for some of the next week and not using the beds anyway, but he said, “Yes, but you don’t want to come back from vacation with something like this hanging out there. Let’s just get you taken care of before you leave, then that’s one less headache for you to come home to.”
I thought that was pretty great, customer-friendly logic.
I received a call the day before delivery confirming a two-hour window. An hour before that window, I received another call apologizing that they were running a little behind and that they would arrive at the tail-end of the two-hour window. Finally, I received another call, from the driver ten minutes before arrival, again apologizing for the delay.
When all was said and done, the beds were completed and the crew departed before the end of the committed window.
The critical issue in failing to meet commitments is communication, pro-active communication when possible. Haverty’s did an excellent job of making it right, simply by using excellent recovery service to minimize my own inconvenience.
Hats off to them.