We have recently supported one of our customers by helping with her house move. The customer (who will stay anonymous) had arranged an appointment with us for the morning but on the day of the move she had a panic attack and was not ready for the van to arrive for the clearance. Instead of cancelling or rearranging the appointment we spoke to her over the phone and supported her with the intention of reducing her panic levels and making her feel comfortable that everything was going to be okay. We suggested she have a cup of tea and do whatever she felt needed to calm herself at that time, and that the collection would be pushed back to the afternoon of the same day. The customer agreed to this updated arrangement and after contacting the team to explain the situation we arrived at the location at the agreed time and the customer’s panic levels had been reduced. We then proceeded with the support we had offered to help with and the house move went underway. We explained to our customer that moving can be very stressful and it’s okay. Furnish is here to support our local community by working with you, not against you. We are more than happy to update and change our arrangements entirely if we feel it’s in the best interests of our customer, and we are glad it did support you and make you feel positive about the house move. The customer was happy to comment her thoughts of our service and she said:
‘I feel overwhelmed by the support the Furnish team provided today, I would not have been able to do this and the phone support was great and made me feel I was not alone’
We are so pleased to have had this impact on you, it was our pleasure and we hope to continue this now, and in the future. There are so many people out there that go through anxiety, the fear (and reality of) isolation and we are here to do our best to make sure we adapt and support our wide range of customers needs. We are happy to stay on the phone with you and discuss each step of the process and make sure you are 100% satisfied with the plan and what is happening. Remember our service is here to support YOU so if there’s anything you may need support with and we haven’t stated please do let us know and we will try our best to help. We are aware that talking on the phone may not be easy for some people so you are welcome to pop into store or send us an email at firstname.lastname@example.org – alternatively for a quicker response please message our Facebook page and we will be happy to assist you.