Delivery should never be an afterthought – it’s the last impression you make on your customer. It’s the culmination of their buying journey, and a smooth, professional delivery can turn a satisfied customer into a loyal brand advocate.
Here’s why prioritizing in-home delivery is crucial for mattress store owners:
- Precision is key. Customers purchasing a mattress are often excited and eager for a good night’s sleep on their new investment. Long, drawn-out delivery windows leave them frustrated and disrupt their schedules. Offering two- to three-hour delivery windows allows for better planning, and adhering to those windows is paramount. Meeting these time frames builds trust and shows respect for the customer’s time.
- Communication is king. The night before delivery, a courtesy call from the delivery team confirms the time frame and sets expectations. This simple step eases customer anxiety and allows them to prepare for the arrival. On the day of delivery, a call upon setting out from the store keeps the customer informed and eliminates the worry of wondering when the team might arrive. Finally, a post-delivery call ensures everything went smoothly and offers an opportunity to address any last-minute concerns.
- A clear path to a good night’s sleep. Before delivery day, please make sure your customer understands the importance of having a clear pathway to the room where the new mattress will reside. Removing any obstacles like furniture or boxes beforehand streamlines the process and avoids delays.
- Sanitation matters. For sanitary reasons, kindly inform customers that old mattresses with excessive stains or soiling may not be accepted for removal. Direct them to proper disposal methods if necessary.
- Delivery expertise, not moving services. It’s important to communicate that your delivery team specializes in mattress deliveries, not full-scale moving services. They are happy to assist with placing the mattress on the foundation but disassembling or moving existing furniture is outside their scope. This transparency avoids misunderstandings on delivery day.
- Respect the castle. Mattress deliveries take place in the most private areas of a home — the bedroom. Professionalism dictates that your delivery team takes steps to protect the customer’s space. Booties over shoes prevent dirty footprints, while gloves ensure the pristine mattress remains unmarred. Leaving no trace behind is essential — all trash generated during the set-up should be removed, and a quick vacuuming around the delivery area demonstrates a commitment to cleanliness.
- Keeping it bug-free. Many mattress deliveries involve removing the old mattress. To prevent the spread of unwanted pests, all haul-away items should be bagged and securely taped shut before being loaded back onto the truck. This small step minimizes the risk of introducing bed bugs or other insects into the customer’s home, showcasing your commitment to hygiene and customer well-being.
By prioritizing a professional and well-coordinated delivery experience, mattress store owners can ensure their customers’ last interaction with the company is positive and memorable. This focus on detail fosters trust, loyalty and positive word-of-mouth recommendations — the hallmarks of a thriving mattress business.
