Revolutionary Furniture Warranty and Return Policy Confounds Skeptics
When Simplicity Sofas first introduced its revolutionary Total Satisfaction Warranty and Return Policy, industry skeptics thought it could never work. One year later company sales and profits have increased dramatically.
By: Jeff Frank
At the time this Total Satisfaction Warranty was introduced industry skeptics concluded that it would be withdrawn within 3 months or the company would be out of business by the end of the year. Instead the policy has been extremely successful. Company sales increased by more than 40% while the furniture industry in general continued to suffer from the recession.
What makes this feat even more amazing is that a Simplicity Sofas customer service manager or executive contacts every one of its customers within a few days after they have received their furniture to ask whether everything is OK or if there are any problems that need to be fixed. When problems are reported, the company typically gives a list of possible solutions including the customer's right to return the furniture for a full refund. Customer returns increased from 0.5% in 2009 to 1.1% in 2010. Most returns were not due to any furniture-related problems and often customers actually apologized for having to return the furniture and said that they would be happy to recommend Simplicity Sofas to their friends and family.
The Simplicity Sofas Total Satisfaction Warranty and Return Policy was not really a major gamble for the company. Although the policy was not put in writing until January, 2010 it was actually introduced at the company's very beginning. The factory opened its doors in November, 2007, one week before President Bush announced that the country was officially in recession. At the time it opened the company had $0 sales and was heading into the teeth of a recession that devastated the furniture industry. Simplicity Sofas has grown faster each year and in 2011 the company expects to exceed $1 million in sales.
Simplicity Sofas is a company that was built around the theory that world class customer service is a very cost efficient method of marketing itself. The company does not sell to retailers. Instead, it feels that it can service its customers better and faster than any dealer. Customer service hotlines are maintained 24/7 by knowledgeable company managers and executives. Customer requests and questions take first priority over all other administrative matters and customers can even get help on evenings and weekends.
Simplicity Sofas' unique customer service innovations were recognized recently by Jeanne Bliss, a nationally known author and consultant on customer service issues. Jeanne maintains a list of the companies she considers to have the best customer service in the country. This is her "Beloved Company" list. Fewer than 100 companies have been recognized as "Beloved Companies." the list includes Southwest airlines, Harley-Davidson, Wegman's and Zappos. Simplicity Sofas is the first furniture company ever to receive the designation of "Beloved Company."
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About Simplicity Sofas: http://www.simplicitysofas.com
The company is a North Carolina manufacturer of custom-built sofas, sleepers, sectionals and other seating products that are designed to fit into small spaces. Simplicity Sofas guarantees that its furniture will fit through any door, stairway, elevator, RV or boat, no matter how narrow the entranceway.
Most products are made using 100% solid oak frames that come with a lifetime warranty.
There is a choice of 150 in-stock fabrics. Fitted slipcovers, Spring Down cushions and many other custom options are available.
All products are shipped unassembled by UPS. A single person can assemble a full-size sofa in 15 minutes with no tools. (See a YouTube video of an 8 year old boy assembling a Simplicity Sofa by himself n less than 5 minutes.) http://www.youtube.com/
SimplicitySofas offers FREE SHIPPING nationwide.
4 wk production time. Allow 3 -10 days for shipping.