What did you read from the story of the "Blue Forest" furniture store selling mattresses?

A foreign customer paid the full amount in the company and ordered a set of household items, and then went abroad. This customer was a foreign correspondent of a major media, and was later discovered by the sales staff.

After the goods arrived, the salesperson called the customer several times. Probably the customer didn't answer the phone because he was a stranger, or the customer went abroad to change his number. In short, he can't get in touch. More than a month later, the general manager received a customer complaint, the goods were not received, and there was no information. It doesn't feel very good. It's been so long, and no one explained it. As a commercial enterprise, this should not happen.

When discussing this service case and the solution, I thought of a story about a mattress, which I saw many years ago. Baidu searched it and asked my colleagues to post it on WeChat official account today.

Many times, there is no need to talk too much truth, just look at how excellent enterprises do services. I saw the story of A Mattress once, and I still remember it vividly. Baidu revisited the "service story" in my memory by typing the key word "a mattress", which shows that it touched me that year. "The highest level of service is to impress customers", and the story of a mattress is said to have moved even former President Reagan.

This "customer complaint" seems to be caused by the customer not answering the phone. In fact, it is still because the service is not in place and the service lacks sincerity. The customer didn't answer the phone. Did you send a text message? Does the customer have any other contact information? Can you deliver the goods directly to your door without waiting for the customer to explain? Is there any other solution? Is there a persistent "stare" at this "sale"? Did the relevant personnel consider the problem from the customer's point of view?

After reading the story of "Blue Forest" furniture store selling mattresses, I was moved, reflected and made progress.

PS:

The story of mattress

Tom, an American, is going to change a new mattress when he moves to his new home. Tom went to a furniture store called "Blue Forest" to buy a mattress. Tom bought this mattress from "Beautiful Factory", one of the most famous furniture factories in America. The quality and price of mattresses are first-class in America. Have a good reputation in society.

On the day Tom bought the mattress, he paid the 200 yuan deposit to the furniture store as required. After delivery, he went home happily. What no one expected was that a terrible thing happened to Tom that day. Tom met with misfortune on his way home. A fuel truck on the side of the road suddenly exploded and Tom's car was blown over. When he was taken to the hospital, he was already unconscious. A few days later, he is still not out of danger.

At this time, it's time for the furniture store to send Tom a mattress. The furniture store naturally doesn't know about Tom. When the furniture store delivered the mattress to Tom's house, the person who opened the door looked blank. He said that he had never ordered any mattresses. He is confused about sending mattresses. The delivery man's address on the order is correct, that is, this community, this house number. But the owner of the house insisted that it was sent by mistake. The householder knows nothing about it. There is no Tom here.

Things are puzzling. The furniture store had to take the mattress back to the store. I hope this Tom will come back for it. After all, he has already paid 200 yuan's deposit.

Who would have thought that Tom was declared a vegetable by the hospital? Neither did his family know that Tom had reserved a mattress. At this point, everything was interrupted.

"Blue Forest" furniture store is an old shop that strictly abides by the contract and considers the customers. Instead of feeling cheap because this mattress was not picked up, it got into trouble. They put up advertisements in front of the shop and published the news of looking for Tom in the local newspaper. I hope the insider can give Tom a clue and take the mattress away.

However, Tom's situation makes his family have no time to read any newspapers at all. To his neighbor's surprise, Tom, who was so unlucky, ordered a mattress before that.

However, furniture stores and companies that make mattresses insist on waiting for Tom to get the mattress. This is a question of credibility and honesty. How to do business without honesty? Over the years, both the store and the manufacturer have strictly adhered to their business commitments.

The mattress ordered by Tom has been in the furniture store for a year. Still no one has come to claim it. Tom's mattress has been in the store for two years ... in another two years, the manufacturer will no longer produce this kind of mattress. Tom still didn't come. The middle shop and the manufacturer exchanged views on this mattress several times. Both parties agreed to keep the mattress. Although it is impossible for anyone to claim this mattress. But morally, they still chose to keep their promises. Because they are famous American manufacturers and stores.

In this way, this unclaimed mattress was moved around by the store. Although it took up a lot of space, no one criticized this seemingly stupid practice. Commitment and honesty do sometimes show stupidity and clumsiness.

During this period, the furniture store has changed owners twice. When you take over, your predecessor will lead your successor to this strange mattress and explain what happened a few years ago. Successors, like their predecessors, keep their promises. Every once in a while, they will take out a thick pen and redraw the vague big letters on the mattress: "Orderer, Tom". They won't wait for Tom rigidly, but they should remember that it is a duty to abide by the contract. This is the "Blue Forest" furniture store. Clumsy and touching.

Who would have thought that seven years later, a miracle happened and Tom woke up in a vegetative state. Tom's awakening was reported by the media as a miracle in medical field. The news of Tom's resurrection was published on TV and newspapers. At this time, Tom can't remember the past. After all, seven years have passed. But the closest thing to him was that he had an accident on his way back from ordering a mattress seven years ago.

The furniture store was surprised when it heard the news and went to the hospital to find Tom. It turned out that seven years ago, it was Tom who wrote the wrong address on the order and wrote the 1 area as the 7 th area. The difference between area 1 and area 7 is five kilometers. No wonder the mattress can never be delivered to Tom's house.

Seven years later, the furniture store finally delivered the mattress that Tom ordered to Tom's house. After Tom recovered from his illness, the shopkeeper sent a mattress as a gift. This incident caused a strong shock in the United States. The reputation of mattress manufacturers and furniture stores was deeply touched, and they persisted silently for seven years without publicity. The whole process is so ordinary that it makes people cry. On the day when Tom came home, many citizens ran into the street. They must lift and touch this magical mattress. People insist that Tom's awakening must have something to do with this mattress. They not only think that Tom's awakening is a miracle, but also think that this is a deep call for Tom from furniture stores in the past seven years, but God won't let Tom go and must let him sleep in this bed! It is this sincere power that has brought things to such a satisfactory result today.

Many newspapers have praised this virtue of furniture stores, and they have spared no expense in length and coverage. They agreed that it was this mattress that touched the gods and made Tom return to the world after waiting for seven years and be reborn!

Even Reagan, then president of the United States, read the newspaper and praised it.

Say for sure: sincerity will definitely touch God!

Bright eyes talk about the workplace, warm hearts talk about life Tintin ID:dsd555555