Customer Service To Remember

Whenever I have to buy something or even get a quote, I always pay close attention to the service being offered. While I do purchase many products online, the buying experience is still an important one to me which is why, when I receive excellent customer service (and a great price) I always do my best to pay it forward. I have had some atrocious experiences with various companies and at a myriad of stores and dealerships over the years but I have also had some excellent transactions which have made the experience much more pleasant. In those instances, I also make sure to seek that sales person out when returning to the store.

My recent car ordeal was a perfect example of this as I experienced the range of interactions between the various dealerships. Once my brother’s dealership was ruled out (they don’t sell the car that I settled on), I proceeded to stop by a variety of Mercedes dealers to both talk with a sales person and see what price they could offer. My first stop was to Tom Masano in Reading where the sales woman with whom I spoke was excellent and they offered a great price. The second stop was to Mercedes-Benz of Fort Washington where they were less than welcoming and brushed me off not even bothering to follow up with a reasonable offer. The third was to Euro Motorcars of Devon where I received the same excellent experience that I had in Reading and they came back with a better price. Deal done.

More recently, I have experienced the same variety of satisfaction when getting quotes for the initial projects that we wanted to get done around the house. Some of the contractors listened to exactly what I wanted, others just went about designing something that didn’t make much sense at all. Some prices were really high and others were lower than I was expecting. However, while price was an important factor, it was the interaction that I had with each of the companies that really made the difference as some were clearly looking at the task with dollar signs in mind while others, one in particular, took the time to make sure it was the solution that made the most sense and that would be done right.

Even with regard to our banking, the way that we are treated makes a huge difference. While the hours and locations are convenient, TD Bank has continued to offer one of the worst customer experiences that I have ever encountered with a financial institution. We have already switched our primary banking and now we will be transitioning our secondary banking in the near future as these other institutions are actually pleasant to deal with on a regular basis and haven’t hampered us with ridiculous charges.

Of course, there are the basic retail sales associates that I know by name that have made many transactions much more pleasant in recent years like Dave at Raymour & Flanigan, Frank at Coins & Currency of Wayne, my cousin when I need clothes, many employees at the local Lowe’s, the entire staff at Tanner’s Sports Center, and many other people at various local businesses. Additionally, the customer support teams at Amazon and Sportsman’s Guide have been excellent as of late. Great people that continue to make things just a little easier.

A New Furniture Experience

The last time my wife and I bought new furniture was shortly after returning from Israel just before we moved into our apartment in Bala Cynwyd. At that time we didn’t have anything and the selecting was more about what was the best price rather than the quality of the items. In the end we were actually pretty lucky and we were able to find some decent quality pieces for clearance prices at JC Penney.

This time around, our decision to buy furniture was more of a luxury than anything. While many of the items that we already owned still had plenty of life left in them, we wanted to find pieced that we really liked and while we had a budget this time around as well, it was a completely different shopping experience. With a few ideas in mind we stopped at a couple of stores before we ended up at Raymour & Flanigan where we spent hours finding the furniture that would last us for many years and fill our new home.

That was also another driver in our decision to go furniture shopping. We were moving into a much larger place. Bigger than any other place that we have shared since we have been together. It wasn’t about a couple of pieced here and there like our last rental, we had to fill rooms. After all, we were going from a 3 bedroom townhouse where one of the bedrooms served as my wife’s office into a 5 bedroom home with two additional spaces we planned on using for our respective offices. We definitely had our work cut out for us.

What worked in our favor was the fact that we could easily divide our old bedroom furniture to fill two of the guestrooms and with our son taking one of the others and the last one being converted into a playroom with the old family room furniture, we were able to reuse the majority of the furniture we already had. What remained was the new family room, the master bedroom, the kitchen (just a table and chairs), and, after some convincing, my new office. It was a manageable list once we sat down and figured everything out.

We knew what we wanted to get. Well, we at least had a rough idea. And, budget in hand, we worked with one of the sales people at the Exton location and found all the pieces and filled all the rooms with the furniture that we wanted to see in our new home. After picking everything out and finding everything we needed our budget was looking to be in danger but after some friendly haggling we were able to fill our dream home with our dream furniture while staying on budget. It really was the final piece to finally finding our home!

Holiday Shopping

Because I haven’t had enough to do lately, I have also been looking around and taking care of some holiday shopping. In addition to the “Black Friday” and “Lightening Deals” that are found all over now, there have also been some moments over the past couple of months when better deals were found. And some of those discounts didn’t even require haggling like at Raymour and Flanigan. At this point, because we started so early, we are basically done our holiday shopping. We have either already ordered or picked up gifts or we know exactly what we are getting for some people.

Of course, that has only been half of the purchasing equation lately as many of our orders haven’t been for others but rather for things that we need around the house. Furniture obviously being the biggest of these expenses which would have cause a coronary had we not known the total beforehand and certain death had we not negotiated a decent discount. Most of the other exciting things have been replacements for what was obviously worn out and we had been putting off purchasing until now.

While there is a little more of a sense of immediacy in these orders, especially for our kitchen, I was still able to wait on a number of items and get really lucky on others. Most of the effort was actually in scanning through the Amazon “lightening deals” while keeping a slightly open mind as to brand and style. We managed to get a lot of the things we need for a significantly lower price than we were expecting to pay and, in most instances, the quality of the product was much better too.

With all of this said, there is a word of warning that I would like to share with you. While most of you are aware of this fact, the reality is that Black Friday and Cyber Monday aren’t always the best days to find deals. I spoke with one retailer who specifically said that those days might be the worst times of year to find deals as they already know people are going out to shop so they specifically offer a smaller discount compared to other holidays throughout the year (President’s Day was mentioned as an example). My response to this and my advice is simple… keep shopping around, track the prices of what you are looking to buy, and never be afraid to either price match with another retailer or haggle them down beyond the sale price.

We are all watching our pennies and, like taxes, why pay more than you absolutely have to… a good rule of thumb is to never accept a discount less than 40% during Black Friday sales. This is the generally accepted bar for a good deal. If you take your time, shop around, get to know some retailers and salespeople, and sometimes price match, you can get the best deal no matter what time of year no matter what you are buying. It really is that simple.

Moving Day Recovery

As soon as we got out of bed yesterday the long and hectic day started. We had a lot of appointments scheduled and, needless to say, a lot of work ahead of us. Yesterday was moving day and that was not the only task that needed to be accomplished… we also had an ADT consultation in the morning, Raymour & Flanigan delivering furniture by noon, and the cable company coming out to the house to get our phone, internet, and cable up and running by the end of the day. While I was taking care of those tasks, my wife was at work, our son was at daycare, and my parents were supervising the sluggish movers.

With all of these things set to a certain schedule, my wife and I got up a little earlier than usual, got our son ready for ‘school’ and were about to head out the door when my parents arrived. Actually, while my wife was changing, feeding, and generally getting our son ready, I was busy finishing up the remaining packing around the house and making sure that every box we purchased was being used. By the time I stopped to take a breath we must have had over 100 boxes stacked in the various rooms all labeled with their new locations at our home.

By the time I finished putting things aside, closing off all the rooms that the movers didn’t need to address, and coordinating the day with my parents I was already behind schedule and ADT was calling just as I was about to get in the car and head over to the house. Fortunately, the woman with whom I was working was very understanding of the situation and had the patience to wait for me until I arrived about 15 minutes after our originally agreed upon appointment time. Just before we completed the walk through of the house for the quote, the furniture arrived and we officially began the transformation from house to home.

ADT left shortly thereafter and, just like it was planned, the cable company arrived and began work immediately. Thankfully, I remembered to bring a television, my laptop, and a phone with me that morning to test. By mid afternoon, all the furniture was in place, the cable, internet, and phone were up and running, and I already had the quote from ADT in hand. All that was left was waiting for the lackadaisical movers to arrive.

Needless to say, we were not happy with how long it took the moving company to get things done. While I did get them to move a bit faster upon arrival it still took them until 8:30 to get things done, close up the truck, and leave all of their trash behind (I will be checking for damage over the next few days). Today was largely spend cleaning up after them and moving many of the clearly labeled boxes into the correct rooms. But, the important thing, regardless of the issues that we encountered, is the fact that we are now home! Let the recovery begin.