At Stella Connect, our mission is to use real-time customer feedback to drive engagement and motivation across front-line teams. The Stella Connect Star of the Week blog series highlights one amazing piece of customer feedback received via Stella Connect each week. These pieces of feedback help illuminate the amazing work that front-line staffers are doing every single day.
This week, we congratulate Bryan at Serena & Lily, who received this comment from a customer:
“From the very first chat to payment over the phone, every person I have interacted with at Serena and Lily has been nothing short of amazing. I first spoke with Sam about sheets and a duvet that I wanted for our daughter’s room and he ended up finding them even though it said you all were sold out! I am going to be unavailable for several days now, and so I was worried I wouldn’t be able to reconnect with Sam to make the purchase, so I went back on the chat and was connected with Bryan, who was able to send over the invoice to me so I could call and pay for the items. I didn’t even have to give him any info….it seems like you all are a company that delivers big on customer service, but with a small town feel. Here I am on the other side of the country and Bryan knew exactly who I was and sent over the invoice. When I called to pay, I explained that Sam had gotten the items from an outlet store, etc. and she said,”oh yes I know exactly. I saw them sitting on his desk…” Again with the great communication between folks at your company! I had also asked if there was a discount because of the items being a sample, and there was! I hope I don’t get a bad reputation about being obsessed with this bedding 🙂 I have been raving about this whole experience all week! I am truly so grateful for your help! Thank you!”
Congratulations, Bryan and Serena & Lily! Keep up the great work.