One of the great things that separates from Room and Board from our competitors is thewhole package. It’s the appearance, it’s the product, it’s from the top to the bottom. >> MARK: From having confidence when you go out on delivery that the product hasbeen looked at, inspected so that it’s in the best possible shape to meet theexpectations or even exceed the expectations of the customers.
I think a Logitech thinks smart homes are too complicated, so they created the Pop. These buttons look simple, but … lot of it is just because the people are great, it’s fun. I always just treat it as if I’m receiving a delivery myself. What would Iexpect? What do I want? It’s that kind of attention to detail that impresses me and that’s why I try to do for other people. Once we arrive at a home, on atypical day, we share responsibilities.
We alternate day by day and we’ll go up,we’ll greet the customer at the door, we’ll go inside and we’ll ask thecustomer to show us where in the room it’s going. So we check out the path, if everything has moved out of the way, if we have enough room and see exactly ♫MUSIC♫ GEORGE HAIGE: Well, and I’m about three months short of 90. The thing that bother… how they want things set up and get back out into the truck and if that’s my day,that I’m greeting customer, Joe will actually be prepping the furniture unpadding it, we blanket wrap everything, keep it all safe and I’ll lead the pathin and let Joe know where to go. >> JOE: It’s so simple, but the biggest thing is when you just greet them and you take yourshoes 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 makesure their personal property is protected.
If we need to move furnitureduring the course of establishing that path, we will. One thing I really like iscommunication with the teams as you’re walking in, I believe the customers havecommented in the past about how well we communicate. We’re doing it for safetyreasons and also it is letting customers know that we are doing everything we canto protect their property. Whether it’s the furniture we’re delivering or theirexisting, the walls or furniture. The customers react very openly with us,they’ll let us know what’s different between other delivery services >> JOE: They’re notafraid to point that out either >> MARK: Nope, not at all and then it’s that backgroundtraining that we receive where we spend a lot of time learning about the fabrics,learning about the cases, care, caring service. We learn and we share a lot. Ithink they’re expecting a couple guys walking in, plopping down furniture andleaving and we just kind of take it to a whole other level.
As we wrap up adelivery, getting our signatures, we spend some time going over any careinformation. We point out about our website. We’ve really invested a lot intoour website and the the information there is phenomenal. When we say we’regoing to get back on the truck and make contact with the right person, we do andthen customer support, the design associates, whomever it may be, they’rethere and they get on the phone and they’re right there and I think it adds a lot ofcredibility to who we are and what we’re doing, that we are a part of a companyand there’s a there’s a trust factor there.