The sale is complete, the invoice is signed, and a “thank you” is exchanged. But for many mattress stores, this is just the first step.
The often-overlooked long walk with your customer to their chosen mattress can be the key to a truly satisfied buyer, leading to more referrals, repeat business, and a healthier bottom line.
Why the long walk matters
It’s a crucial post-sale step that reinforces their purchase decision and minimizes the risk of delivery mishaps. Here’s how:
- Double-checking details: With the receipt in hand, confirm the model number on the label matches the one listed. Verify the chosen size (twin, queen, etc.).
- Sheet savvy: Show them the mattress depth to ensure they purchase sheets with the correct fit. Note this detail on their copy of the receipt for future reference.
- Height matters: Discuss the total height of the mattress with their chosen foundation or adjustable base. This avoids delivery issues if the combined height is too tall or low for the customer in their home.
- Business card bonanza: Attach your business card to their invoice. This provides a convenient contact point if they have questions or need to make changes before delivery.
Benefits of the long walk
The long walk is an investment in customer satisfaction. Consider these benefits:
- Increased confidence: By personally verifying details, you reassure the customer of their choice and minimize post-purchase anxiety.
- Reduced redeliveries: Double-checking size, model and height reduces the chance of incorrect delivery, saving you time and resources.
- Building trust: This personal touch fosters trust and demonstrates your commitment to their comfort and a smooth buying experience.
- Positive referrals: Satisfied customers become your best advocates. Their positive referral can lead to more sales.
- Repeat business: By ensuring a positive experience, you increase the likelihood of them returning for future mattress needs.
The Long Walk is a simple practice with significant benefits. To make it a seamless part of your sales process, educate your sales staff on the importance of the Long Walk and its key steps.
Integrate the long walk as the standard closing procedure after every mattress sale. Also, use the long walk as an opportunity to answer any lingering questions and offer helpful tips.
By embracing the long walk, you’re investing in customer satisfaction, building trust and, ultimately, strengthening your business. Remember, a happy customer is a loyal customer, leading to a more prosperous future for your mattress store.
