I can’t believe how lucky we’ve been at Vermont Woods Studios Fine Furniture this year. Somehow we’ve been able to find 6 new staff members, all extraordinary in their capabilities and drive, not to mention passion for our green mission. If you’ve ever owned or worked at a small company, you know it’s not easy to find just the right professionals to bring on board. Small businesses need people who can work under pressure but go with the flow, leap tall buildings in a single bound and take out the trash, be friendly to customers and co-workers but clam up and put their nose to the grindstone when it’s time to crank out the work. Already Sean seems to be juggling those things with finesse.
He’s working for Douglas alongside Liz and Heather G as a Sales and Customer Service Representative. I’ll try to give you some inside scoop on him, so you can surprise him if he answers the phone next time you call. Let’s see. Before Sean came to us, he owned and operated his family business–one of Brattleboro’s favorite restaurants, the SteakOut. Owning a restaurant? That was our first clue that he knew how to work hard.
Sean holds a BS degree in Business Administration from the University of Vermont where he studied financial and office management. While working his way through school, he sold Cutco knives. Now I love Cutco products (they’re made in America, by the way) but they’re not exactly an easy sell. When was the last time you happily welcomed a door-to-door salesman into your home? Right. So anyone who can sell anything door to door gets my respect.
Liz and Heather have been trying to dig up some dirt on Sean (it’s so competitive around here) but at this point– still nothing. It’s early though so stay tuned. They’ll manage to unearth something good.
And speaking of Liz… could it be that she actually believed Douglas when he said we were interviewing for a personal assistant for her? Hmmm. That could explain why she keeps asking Sean to get her coffee and shine her shoes.
Stay up to date on Sean’s adventures with Liz, Heather and other enigmatic personalities at Vermont Woods Studios by visiting our Facebook now and then.
Yesterday I mentioned our Vermont Woods Studios Furniture Customer Satisfaction Survey. As far as I know we are the only company in the furniture industry that's willing to publish candid customer reviews and survey rating results.
It's not all perfect and I'll admit, I'm more than a bit uncomfortable publishing it. Not because we're doing badly (we're actually doing great and getting better every day), but because there is much discussion needed to interpret the results.
I'll be writing a number of additional posts over the next few weeks to discuss the details behind the numbers as well as our plans for improving them as we move forward. I have to ask you to read the whole series of posts or you won't have an accurate picture of our customer reviews, and how they fit in with the broader context of the furniture industry.
I welcome your comments and suggestions throughout the process. You can post them in the comments section below or on our Vermont Furniture Facebook. To all of those customers who contributed to this assessment, we say thanks as we continue to work through implementing your input.
So… here's how customers rated our performance in the following areas:
Excellent or very good – 86.95% (many online orders require no interaction with customer service personnel, thus the 13% response for NA)
Neutral – 0%
Needs improvement – 0%
Unsatisfactory – 0%
No answer or not applicable – 13.04%
So there you have it– the good, the bad and the ugly of our customer satisfaction survey results. Please check in over the next few weeks to see further details about what's behind the numbers and how we're working to continuously improve them.