Retention and Comfort ExchangesUpdated a month ago

RETENTION/COMFORT EXCHANGE

This document is to be referred to when a customer is asking about returning or not comfortable in their current mattress.

Empathize with the customer, but keep things positive. Here are few example phrases that keep you in control of the conversation and shares some of the great benefits of our mattresses.

Oh no, we don’t want you losing another night of sleep. One of my favorite features of our mattresses is the ability to fine tune your sleep by exchanging one or more of your comfort layers to get you perfectly comfortable on your new mattress. Let’s get to the bottom of what is keeping you from getting the best sleep yet.
I’m sorry to hear that you’re not as comfortable as we had hoped, let’s discuss some ways to fine tune your sleep.
Sleeping hot can be the worst. We have many cooling fabric products that can help neutralize your body temperature while sleeping.
Let’s make sure you’re sleeping on the right setting, what number are you currently sleeping on? Are you a side, back or stomach sleeper?
No worries, your mattress comes with a 120 night trial. This is so great because you don’t have to start the long mattress shopping cycle all over again. We realize we may not have hit the nail on the head exactly with your first mattress selection, but unlike other mattresses, we can adjust your comfort layers to find the sweet spot for the best sleep yet. Let’s first start by making sure the number you’re sleeping on is right for you.

NOT COMFORTABLE

Explain the importance of proper spinal alignment and how to find your comfort setting.
- **To find comfort and proper alignment, lie on the bed in preferred sleeping position and fill the air chamber until you feel like you’re being pushed out of the bed. Then slowly decrease the air setting until your body feels relaxed and comfortable.
- Have the customer sleep at this setting for a night or two and give us feedback how it felt. Meanwhile mention how great it is to also be able to change the comfort layers in their bed by adding or removing foam or changing their top panel based on the results of finding the right comfort setting.
After finding the right setting, and still not comfortable, ask more probing questions.
- Now that we’ve found your preferred sleep setting, we can make even more adjustments to your mattress to narrow in on your comfort.
  - Too firm, remove foam layer(s) or quilted top panel
  - Too soft, discuss foam options either upgrade thickness, or type as well as possibly a thicker quilted top panel
- Still not able to get comfortable or do not want to pay for upgrades
  - We have two options with upgrades
    - Complimentary upgrade one level up or one layer of foam or top panel. This will make the order final sale
    - If not wanting final sale upgrade, we can offer at 10% discount of upgrade price.
  - Is the customer using an adjustable base? How are they setting the base versus what is causing discomfort?

TOO HOT

There are many solutions for sleeping too warm in your new bed. Let’s see what’s going on here.
- Review invoice to see what top of bed accessories they may have ordered.
  - If no ice tech protector was ordered, this is a great option
  - Bamboo or tencel sheets offer additional cooling especially if used with ice tech protector
  - It they have a terry protector this could be the culprit. Though it’s made of cotton, it can be warmer than we expect.
- What top panel or foam is in their mattress? Warmer sleepers will definitely benefit from cooling fibers in their top panels. Our a7, a8 and a10 top panels have the coolest fibers. Smooth top panels are also cooling and allow for more contact with gel infused foam layers on a6-h12 mattresses as well as top of bed accessories
- Chili pads can control the sleeping temperature with ease. Can be offered at 10% off retail price on personalcomfortbed.com Our margins are very low on these products. If a customer asks for more of a discount, get a manager involved.
Sometimes the pillow can be the cause. Our carbon cool pillow is incredible. It remains cool to the touch all through the night.
If a customer is using their existing protector and or sheets, ask them to check the fiber content.
- Polyester is found in many products and is made from plastic. Plastic does not breathe and traps heat. Given the nature of our mattresses compared to traditional beds, memory foams do have a tendency to increase body temperature and trap heat when used with polyester products. These products may not have been an issue with a traditional bed, but can make our mattresses warmer.
- If a customer is using top of bed accessories with polyester recommend our ice tech protector and any cotton, bamboo or tencel sheets.

LOSING AIR or PUMP NOT WORKING

These are warranty situations that need addressing using the warranty SOP.
We should be working through warranty troubleshooting and let our customers know how great our 25 year warranty is.
- We realize some times travel can be rough on our pumps. Our fantastic 25 year warranty has you covered. We want to make this right for you and get you back to sleeping well night after night.

Remember, we have a $100 threshold for customer satisfaction. If your customer solution costs Personal Comfort $100 or less, go for it. This means vendor cost, not retail cost to customer. If you have questions about what qualifies, check with your manager. Always discuss options with your manager if you have a solution that falls outside of the $100 range.

An order should not be changed to RMA requested until a solution is tried with your customer. RMA’s initiate the return process with your customers. Sending them an RMA means we’ve tried to resolve comfort or warranty situations with our customers and are not able to come to a mutual satisfaction.

The process of getting to RMA requested could take one to several days of contacts with your customers. Please resist the urge to send a refund to the customer on their first contact about a return. After all, the mattress buying experience isn’t often a fun time. It’s a main reason we’re able to be an online retailer, customer’s don’t want to spend that much time in a store with high pressure sales people. Plus, those mattresses often can not be returned and definitely can not be upgraded or downgraded like a Personal Comfort bed can!

SAVED THE SALE PAYOUTS:

Successfully saving a sale has benefits for you too! When a customer purchases an upgrade, you earn 3% commission payable each month. If you save a sale with an upgrade you also get spiffs for each original mattress saved once their trial period has expired.

Classic series $10
Advanced series $20
Elegance and Memory Foam series $30

This adds up quickly. A $500 upgrade from a5 to an elegance series mattress is $15 commission in the month the upgrade order is placed, and another $20 in the month the trial period expires.

Keeping track of your saved sales is your responsibility. After the 1^st of every month a request to email saved sales to Sarah goes out. Send your lists and let her do the work to report back with saved sales have reached the end of their trials and are paid out. How you keep track of these orders is up to you. Eventually there will be an easy way in Dires to track, but until that happens, you’re your best asset here. The potential income is absolutely there. Saving 5-10 advanced series beds a month is $100-$200 spiffs each month.

Was this article helpful?

Yes