Our customers can provide us with great feedback. Remember our goal is to make their experience EASY. What have your customers said about the Comfort by Color process?
Take a few minutes to share some of the comments your customers have made about their experience.
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26 comments:
One customer said it was genius to have comfort by color because it really made her shopping experience easier and less confusing. I was very pleased to hear that because that feedback of her just tells me that we are doing our job correctly!
East Dallas: Team Mattress Monkies - Kimberly Tran, Keenan Limbrick, Michael Reed, Jason Preston, Crystal Black.
As a tour-guide, we have a responsibility to lead the customer's through unfamiliar territory and provide much needed information along the way.
On tours I've been on in the past a tour-guide, before moving on to the next point of interest would open up the floor for questions. Think of how many times you have heard a customer say, "this may be a stupid question, but...".
Most people don't like to ask "stupid" questions for the fear of looking, well, stupid. There are a few that work up the courage to ask anyway. But think of how many hold their tongue because they don't want to appear "stupid". How much easier would it be for them to ask a question if they were given a formal invite?
Try it out. See how much more comfortable the customer becomes with you and how much more of their trust you can gain.
Nicole Hayes
ASM
2409
Using the storewide ad is one of the first ways I begin to "tour" the customer around the store. It's their personal road map to the store, kind of like a brouchure they would provide to you on any other guided tour, to show you what to look for. I also try to be excited and enthusiastic about all the brands and styles we offer. I like to give them some space to explore a little on their own, standing close by to answer any questions they may have. Most of the tour guides I have encountered seem to be genuinely excited to tell you about what they know, this is what I strive to do as well.
Jaime, #2408
Some of the feedback after I ask the customer how they like the Comfort by Color process were:
"Very Simple and takes all the difficulty out of shopping for a mattress."
"I enjoy all the different colors and I can relate to the color green, especially."
"Thank God you have something different. I have been everywhere to look for a mattress and I have a headache. Thanks for making shopping for a bed so easy."
Here are some quotes from recent customers who have had the privilege to experience our companies COMFORT BY COLOR.
Geoff
Store #2403 ROCKS!!!!
I had a customer who came into the store that said if they had known matrress shopping was going to be this easy with the comfort by color, they would have done this along time ago.
I also had a customer who said this makes perfect sense because it use to be so confusing and with the comfort by color my grandmother might actually come in and pick her own bed out
Sean Harris
Red Team
Chris Salverson, Casey Glover, Jason Arthur, rodney Price
After they have chosen their color, its time to become a tour guide. I try to refer back to the PSE to refresh what type of problem they may have. This will allow me to suggest beds that will give a solution to the problem. If price is an issue, it will allow them to select which price point they would feel more comfortable purchasing without any pressure from me. I think that is the most important part of being a tour guide.
Antwan-2405
When being a tour-guide you should always be in controll of guiding the customer around in the store. Inform them of the new and easy way that Mattress Firm color by comfort makes it easy for them to shop for a mattress. Once they have found their color and the right mattress for them, show them the SWA so they can see the savings that they are getting. Explain to them the benefits and features.And while this process is being done make sure they are very comfortable with you and you are gaining there trust.
2407-HAROLD
As Nicole said, a "Tour Guide" is someone who is presenting new information to someone for the first time.
The first thing that a tour guide needs to do is let the customer feel comfortable. You want to greet them with a smile and mean it. "WELCOME to the Mattrees Firm. Thanks for coming in!" You want to be enthusiastic and excited and get them excited. Transfer that excitement. You want to give them the information that they are seeking without sounding like a robot. Get them involved by asking questions, get them to use X-Sensor. Let them explore a little on their own but be there to asist whenever they need it. Design the tour in a way that lets them think they are in control. Get them to take ownership in things early on in the tour...This is YOUR bed, pillow, PAB, etc. Build up that value. Let them know that they can't get this exclusive, service anywhere else. Only on this "tour"!! Only with YOU. Only at Mattress Firm!
Joe
# 2403 - 2412
I believe the store wide ad is one of our best tools when filling the role of a tour guide. When used correctly, it can help both the customer as well as the salesperson. The SWA acts as a visual aid that will help the buyer locate different beds throughout the store as well as assist them in the final decision making process. It also gives us as salespeople a solid point of reference that not only adds validity to our company but makes sure we mention all of the exclusives that makes us who we are.
Aside from the SWA, I personally like to ask a lot of questions and really try to focus on the customer. This gives them a sense of importance and takes away the "selling" stigma that a lot the time comes with our job. If the customer feels like they are the number one focus in the conversation, it is more likely that they will trust us as a tour guide and may even be more inclined to make a purchase.
Jeremy 2411
The customer response to comfort by color has been great!!! I recently had a couple to visit and they noted that this process is unmatched by any of our competitors. The couple had initially left in order to shop around but returned a short while later stating that at other retailers it was hard to narrow their bed selection down to one or two choices because all the models looked and felt the same. They returned to Mattress Firm because they knew exactly what bed they wanted and it only took them 5 minutes to narrow their selection from 6 beds to 1. Thank You Comfort by Color!!
Big Dallas East
Jay Arthur-Red Team GO!!
The following are habits I have formed to become a succesful tour guide:
-always point to the sale signage
-describe the 5 technologies in our comfort comparison center one at a time before or while they try them out
-describe the comfort by color experience enthusiastically and proudly
-be in control of the experience
-ask for feedback and ensure the customer is comfortable during their experience
-make sure everything is as hands on as possible with the presentation
-provide the best education possible on products they are not very familiar with
-use the SWA as a road map to their experience
John 2410
One customer saw the comfort by color sign at the front of the store, saw that red was pillow top and announced to her family and us that she was a RED!
She was very excited and went straight to our red cluster of pillow tops.
Ryan 2403
Customers at 2412 say:
"Man thats a heck of a lot easier than I thought it would be!"
"Wow your store looks great compared to where I've been!"
"You know Preston this mattress shopping experience has been a debacle, however, you made it as easy as 1, 2, 3!"
Preston
2412 'Da Rock Heezy
Use YOU oriented statements
Congratulate them on their selection in the comparision center
Make them feel comfortable
Using the PSE advise them which features and benefits in a particular section will offer solutions
Show the customers the pop on the beds and around stores to validate your answers to their questions
lisa 2410
To me, when it comes to being a "tour guide" for my customers, I always imagine myself being that customer. Imagine you being a customer walking into your showroom for the very first time. Yes, we all receive compliments on how nice our stores look with all the CBC colors represented. But you've all seen that look from them like " Where do I start ?"
This is where we can more or less take control, but in such a way as to make the customer feel at home. A warm and friendly introduction is a great start. One of my habits I do is provide a quick overview using the SWA while still in front of the store. I point out all my color clusters while obviously referring to them by comfort choice. I have the PSE on me while segueing towards the Comparison center. Remember, it's still qualifying. Using the PSE does not have to be robotic and scripted. Let it flow naturally. I like to pick maybe 2 or 3 questions off of it, not bombard customers. Use the tools available to you, but be enthusiastic and listen listen listen.
Cliff
S.M. 5213
I had a couple come in the other day that had no idea exactly what they were looking for, so of course we did the Personal Sleep Evaluation and the Comparison Center. They narrowed it down to plush and pillowtop (red and orange as they referred to it). They were very excited to know that we had a easier process that helped them narrow down their selection to one mattress, and said if they would have gone anywhere else they would have been so confused and probably would have tried EVERY mattress on the floor. They also told me they noticed I related the beds shown related to the questions I asked them in the PSE and the problems they had. They ended up choosing a pillowtop and are getting it delivered tomorrow!!!THANK YOU CBC!!!!!!
Alicia Leatherwood
You Callin me Yellow-Dallas East
As sales associates we all think Comfort by Color is the most incredible thing: but how do our customer’s feel about the new program? The only way to find out is to ask them, so I have started randomly selecting customers that I feel like have gotten the full experience of Comfort by Color and asking them what they think of the new program. The response has been overwhelming, most of the time I don’t even have to ask what they think, once I explain the concept behind the colors, they are amazed and most of them say, “That was so simple, why didn’t I think of that?” After some sales are completed I hear “That wasn’t as bad as I thought it was going to be.” I guess I have never really stopped and thought about how intimidating a Mattress Retail store can be, since I have been in the industry now for over a year a half, and I don’t find myself to be that intimidating. But to most customer’s they absolutely dread this process, and for us to have come up with the idea of Comfort by Color is another win for Mattress Firm.
Ashley Greer
You callin' me Yellow-Dallas East
Customers tell me that it is such a relief to have something that makes the once dreadfull process a whole lot easier. It's very exciting to see such possitive reactions from customers. I found found that this truly separates us from the competition and customers tend to agree.
If we utilize all the tools that are availible through CBC it makes it that much easier to be a tour guide. I find that most of being a tour guide comes from the right vocabulary. In other words your word choice; Recommend instead choose etc. etc. I think utilizing the SWA, the PSE, and in store POP gets the customer involved and allows the sales person to remain involved as well. Show them and they'll see, tell them and they'll learn, involve them and they'll buy. A great tour guide remains helpful and involved without being pushy and overbearing.
Zachary Williams
Store Manager
5205 Boca Federal
Miami North District
I don't remember any direct quotes from customers but of the ones that allow me to give a proper explanation of comfort by color comment on how easy that made it for them. They get excited when they pick out a mattress because they feel like it was THEIR decision, not influenced and driven by the salesperson plus were able to shop much faster with the colors narrowing down the store for them.
Brittany Herwig
You callin' me Yellow-Dallas East
When being a good tour guide, we need to remember our non-verbal behaviors. It is not what you say, it is how you say it. While we need to be excited about the new process, and the sale, we need to remember the customer's perception and keep that in mind.
Smile, do not cross your arms, do not turn away from the customer when walking around the showroom.
Act like you would if someone was coming over to your house for dinner and you were trying to impress them.
I have heard a lot of customers comment on how much better the stores look with the color coding. I also notice that by the end of the sell customers often comment on how much they enjoyed the simplicity of our new system.
- David Norris
2404
My favorite customer experience was actually when we first received CbC training. The only CbC signage we had was our Mattress Tags and I was actually finishing changing out the tags when a mother daughter walked in. The daughter had actually purchased a Celebrity a year ago through us. We went through as much of the process as I could and at the end of the entire presentation, the mother/daughter both explained how much they LOVED the new CbC.
Ever since, every time a customer goes to leave after purchasing a set has stated that it "makes sense" and that "mattress shopping has never been so easy!"
*Becka, team Blue of Dallas North*
COMFORT BY COLORS HAS BEEN EXTREMELY HELPFUL FOR OUR CUSTOMERS. ONE THING THAT HAS MADE IT EASIER FOR CLEARANCE CUSTOMERS HAS BEEN US SEPARATING OUR CLEARANCE MATTRESSES BY FEEL OR COLOR SO WHEN A CUSTOMER COMES IN TO BUY CLEARANCE WE CAN STILL EXPLAIN COMFORT BY COLORS AND HOW IT WORKS FOR ALL OF OUR CUSTOMERS WHICH IS PRETTY AWESOME!! LAURA TOWNSEND A-TEAM DALLAS EAST
I have heard nothing but positive feedback about the CBC process. I've heard: "It's Easy," "That was quick," "This is very helpful." My favorite was a customer last week who literally came in giving the heisman, so I handed her the "Do Not Disturb" card. She heads to the comparison center, on her own! Decides on red. Tries the Delancey, Trailblazer, and Seaview, then goes back to the English Arbor. 5 minutes later she sits at the desk and asks how soon can we deliver a King Trailblazer set; I told her tonight and that was that! Doesn't get much easier than that.
Mr. W
Sleep Peeps
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