Feature

Bringing Good Customer Service Home with Sanctuary Home Furnishings

Apr 26, 2017 Business Showcase Jody Robinson

Many years ago, a manager I had said something to me that I’ve never forgotten: “That good customer service isn’t simply the absence of bad customer service.” In today’s retail environment, it sometimes seems a challenge to find businesses that consistently adhere to that adage. Perhaps the ever increasing reliance on technology is to blame; people come face to face less. Perhaps there is more traffic, or more days feel like Mondays, and the attitude of service gets shifted to one of self-reliance. Perhaps the customer has learned to expect outstanding customer service, so it’s just harder to please everyone who walks through the door. Dennis Penman, owner of the San Juan Capistrano-based Sanctuary Home Furnishings by Renaissance thinks that good customer service is more than just making clients satisfied, he wants them happy. Dennis believes that happiness will translate into repeat customers and positive, word of mouth referrals.The transformation from sales associate to partner, and partner to owner may have something to do with Dennis’ dedication to his clients. But simple ownership is never the full story. “I have always been a people pleaser,” says Dennis. “Just ask my friends - I’m a guy they can turn to...

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