Comfort IssuesUpdated a month ago

When a customer is feeling as if they are not as comfortable as they should be, there are two elements you need to explore, their sleep setting and the comfort layers. The sleep setting is what provides the customer with support and holds their bodies in alignment. The comfort layers are what provide the feeling of plushness. 

Finding Sleep Setting: 

To find your correct sleep setting, lay in your normal sleeping position and increase the setting until you feel as if you are being pushed out. Then one numerical unit at a time, lower the setting until you feel your body fall into alignment. 

If you have difficultly finding this on your own, you can enlist the help of a friend. They should be standing at the side of the bed from a reasonable distance and watching as you decrease the setting. The second party should be watching for the moment your upper back and hips are level with one another. 

Comfort Layers: 

The exact process you will follow will vary from bed to bed, as they each have different comfort layers and a variety of top panels. This is a starting point: 

Too plush/Not firm enough: 

When a customer has already found their sleep setting and feels as if their sinking in too much, they may indicate that the bed isn't firm enough for their liking. When this happens, the can change the arrangement of foam (ex. placing the viscose foam under the convoluted foam  or remove a layer of foam at a time) 

If adjusting/removing the foam layers The quilted top panels are firmer than the foam ones, so it may helpful to swap to a quilted top panel. 

If the customer has removed more than 1 inch of foam and has found their perfect level of comfort, the customer can downgrade if they are within their trial period. They will be refunded the difference in the beds. 

Too firm: 

First be sure to cover the process of finding the customers sleep number as this is the  typical cause of firmness concerns. The sleep setting may be too high for the customer's sleeping position, weight, and height (all of which affects the sleep number setting).

Once you have established the sleep number is right for the customer, start discussing the particulars of their model, and their upgrade options. The customer may just need to upgrade the bed. 

There will be times when the customer is unwilling to pay for upgrades. Only when they have indicated that this is the case, you can offer to upgrade their bed by 1 step complementary (foam, center panel, and top panel), this will not only provide additional comfort layers but will allow them to upgrade by 1 more inch in the future (with few exceptions, the top model only has room for 1 additional night). 

There are also, foam toppers the customer may purchase to increase the plushness of the mattress.