I picked my daughter up from work yesterday afternoon and she...

I picked my daughter up from work yesterday afternoon and she told me a story about Focus On Furniture. This happened months ago but was news to me.

Miss Daicosisgod is very fussy, working in the fashion industry and having cut her teeth in retail stores selling women's fashion in a national chain. Therefore customer service is very close to her heart.

Said daughter wanted a couch and contacted the Focus on Furniture store in Geelong. Found the sofa that suited put down the deposit and agreed to the normal waiting time although she told the store manager she would have been happy to get it much sooner.

Anyway a couple of weeks later same store manage contacted Miss D and explained a customer with the same sofa on order wanted to defer delivery and therefore would Miss D like hers much earlier. "Of course I would" Miss D replied.

So here we have a switched on store manager making two customers very happy with an earlier delivery and a delayed delivery.

The sofa was delivered to Miss D. the very next day and she is still beaming several months later.

In fact she was so happy she emailed the customer service centre to express her thanks to be passed on to the store manager.

I realise this is an isolated example but perhaps this may explain some of the success Focus had in the first half.

Cheers......D