To be Precise, it’s Service

July 30, 2012

At Wellworking we spend a lot of our time trying to understand what can make us stand out from the crowd.

A great product is good place to start, and when we launched FastAeron 6 years ago we knew that Herman Miller’s seating would be up to the task, but what has made FastAeron unique amongst online retailers is service. Ambitiously we offered to keep products in stock to speed up delivery times, we offered 1 hour time slots (never easy with London traffic) instead of ‘9 to 5’ deliveries, and we employed experienced DSE-qualified (display screen equipment) installers, who could not only deliver the chair but also give tips on how to get the best out the chair in each workplace or home plus remove all the packaging for recycling.

We didn’t get it right all the time, but most of the time people were happy with what we offered and how we delivered it. Many of our clients come directly from recommendations from other clients, and we feel fortunate that this is the case. We also know, however, that there is no room for complacency or for standing still.

Wellworking have always asked customers for feedback on their buying experience. These days we use Trust Pilot so that our customers have the opportunity to tell us how we are doing – both good and bad. Opening oneself up to unedited feedback comes with the fear that giving bad feedback is easier than good, but we have experienced quite the opposite. What we have found most interesting in the comments people have made is their surprise & delight at the service side of what we do.

We quickly learned from our feedback that customers loved to be treated well, from prompt, expert advice by phone or email, to regular communication from our logistics department, to friendly and helpful delivery & installation teams, our clients told us they valued the precise nature of what we do. Exceptional products and service, delivered with Precision, is how they have summed up the Wellworking experience.

It is interesting to consider what online retailers can offer that traditional high street retailers cannot. Historically, price has been the main reason to shop online, with lower overheads often leading clients to expect a lower buying experience. Online retailers can offer substantial discounts but have been considered to be offering less in the way of customer service and expertise. Wellworking have worked hard to change this perception, combining competitive pricing with sector-leading product knowledge and service from enquiry to delivery and aftersales care. Much of our feedback has reflected our clients’ surprise that buying online has led to a better experience than what they would expect from an offline purchase.

This year we are going to push this even further with an exciting new concept that takes these experiences to make our customer service even better. Expect increased geographical area, a wider range of fast delivery products, a new ‘easy to use’ website and an even tighter focus on delivering a great buying experience.