Today’s post is part 3 of a series on Vermont Woods Studios written by Vermont author, Peggy McKay Shinn. Peggy writes full-time and lives in Rutland, Vermont, with her husband, daughter, and one remaining cat. Visit her website and check out Peggy Shinn’s books, including Deluge: Tropical Storm Irene, Vermont’s Flash Floods, and How One Small State Saved Itself. Read Part 1 & Part 2.
One of the keys to the Vermont Woods Studios’ success, said Fletcher, has been personal customer service.
Everyone who works at Vermont Woods Studios is listed on the website with their full name, a photo, short bio, and amusing title (Fletcher is “office wizard,” Farabaugh is “founder and believer”) so customers know to whom they are talking. “We know purchasing furniture is a process, not just a transaction,” he said. Ann Thigpen of Canal Point, Florida, learned this shortly after she discovered Vermont Woods Studios while shopping for new bedroom furniture. She had searched for furniture made in America, and Vermont Woods Studios’ website jumped out at her. She liked the clean, informative design and was even more pleased once she called the company to enquire about a nightstand. She had never purchased furniture online and feared she was “buying a pig in a poke” (sight unseen). After the nightstand arrived via what’s called white-glove delivery (heavily padded and shipped by a company specializing in furniture delivery), Thigpen was so pleased that she decided to finish decorating her bedroom with furniture from Vermont Woods Studios. Each time, she called the company with questions, which the customer service staff patiently answered. “I think I’ve spoken with everyone who works there, even Farabaugh,” she said, laughing. When the bed arrived and wasn’t exactly what she hoped for, Vermont Woods Studios offered to replace the bed. “They’re that accommodating,” she said, still astounded.
Other customers are similarly impressed with the excellent customer service.
“It is not just about a sale,” commented Tina Buehler, a Vernon attorney who purchased a cherry computer desk and end table from Vermont Woods Studios. “They really want you to be thrilled with the product you purchase.” As for Farabaugh’s mission of selling eco-friendly furniture, it’s become a bonus. Most people now find Vermont Woods Studios because they are looking for a particular style of fine furniture. Like Clare Reid, who searched the Internet for contemporary hardwood furniture, then was pleased to learn that the furniture she found on VermontWoodsStudios.com is made from sustainable wood. But again, it was good customer service that sealed the deal. Her questions regarding different products, their construction, and delivery times were answered thoroughly, and when Reid’s builder fell behind on her new home, Vermont Woods Studios agreed to store the furniture. Brian Bell, a vice president at Lyndon Furniture, calls Farabaugh a pioneer in successfully marketing and selling furniture online. Despite its availability nationwide, Lyndon had struggled to connect with customers who want American-made furniture. Vermont Woods Studios is now one of Lyndon’s largest accounts, and Ball applauds the company for its customer service commitment.
This blog is written by your friends at Vermont Woods Studios. Check out our Vermont made furniture and home decor online and visit our showroom and art gallery at Stonehurst, the newly restored 1800s farmhouse nestled in the foothills of the Green Mountains.