At REM, we understand that the journey doesn’t end once a Salon, Spa, or Barbershop purchases furniture from us. The real value lies in the after-sales experience, where our commitment to support and service comes to the forefront. We take immense pride in our approach to managing the diverse amount of enquiries related to our After Sales Service. Over six years ago, we developed an Online Ticketing Portal, enabling customers to leave their enquiries, supported by photos and documents, for the REM team to address and resolve. The success of this system has significantly improved our administrative and production processes, reducing the volume of enquiries and enhancing overall customer satisfaction.

In an average year, we process and respond to approximately 350 After Sales enquiries—around one per day—ranging from simple questions to complex repair issues. Our customers’ queries includes:

• How do I adjust my couch settings?
• Will your product fit through my door or up my staircase?
• What is the maximum weight your products can support?
• Will my new product need annual servicing?
• And many more…

We’ve taken service calls from cruise ships in the middle of the ocean and from various locations worldwide. While our goal is to resolve any issue within 3 to 10 days, we always keep our customers informed throughout the process, ensuring transparency and trust.

The Importance of Good After Sales Service

1. Customer Retention

Customer retention is a primary reason why after-sales service is essential. When businesses go above and beyond to assist customers post-purchase, it creates a sense of trust and reliability. Customers are more inclined to return to a company that values their satisfaction and provides necessary support. Our Online Ticketing Portal has streamlined this process, ensuring that our customers receive timely and effective responses to their enquiries.

2. Building Brand Loyalty

When customers experience positive interactions after their purchase, they are more likely to recommend the brand to others and become loyal customers. This word-of-mouth marketing can significantly boost a company’s reputation and bottom line. At REM, our commitment to addressing customer concerns promptly has not only resolved issues but also turned many first-time buyers into repeat customers.

3. Efficient Problem Resolution

Efficiently resolving issues and concerns is another critical benefit of good after-sales service. Customers may encounter problems with their purchased products, and the manner in which a company handles these issues can make a significant difference. Providing quick and effective solutions can transform a negative experience into a positive one. The system we use allows for swift communication and resolution, often within a few days, ensuring that our customers remain satisfied.

How After Sales Service Impacts Businesses

1. Repeat Business

Businesses that invest in after-sales service are more likely to generate repeat business from satisfied customers. When customers receive excellent support and assistance, they are inclined to make future purchases from the same company. At REM, our dedication to customer service has resulted in numerous repeat customers, reinforcing our commitment to quality and reliability.

2. Competitive Advantage

Offering exceptional after-sales service provides businesses with a competitive advantage. Companies that prioritise customer satisfaction and support stand out from the competition. REM’s Online Ticketing Portal and our proactive approach to resolving issues set us apart, making us a preferred choice for many customers.

3. Enhanced Reputation

A strong commitment to after-sales service can significantly enhance a company’s reputation and brand image. Customers appreciate companies that care about their experience beyond the point of sale, leading to positive reviews and referrals. At REM, our consistent and effective after-sales support has earned us a sterling reputation in the market, helping us attract new customers and retain existing ones.

Examples of Our Service Excellence

Over the years we have encountered a wide variety of enquiries. Here are some examples that highlight our commitment to resolving issues effectively:

Adjusting Couch Settings: A customer inquired about adjusting their couch settings to better suit their needs. Our team provided a detailed guide, along with instructional videos, ensuring the customer could easily make the necessary adjustments.

Product Fit Concerns: A potential buyer was concerned about whether their new purchase would fit through their narrow door and up a staircase. We requested measurements and provided a tailored solution, including disassembly and reassembly options, to ensure a smooth delivery.

Weight Capacity Enquiries: Customers often ask about the maximum weight our products can support. We provide accurate specifications and testing results to assure them of the product’s durability and safety.

Annual Servicing Needs: To address concerns about whether new products require annual servicing, we provide detailed maintenance guides and offer optional service packages, ensuring our customers have all the information they need for proper upkeep.

At REM, we are dedicated to providing exceptional after sales services. We understand that the journey with our customers doesn’t end at the point of sale; it continues as we support them in maximising the value and longevity of their purchases. Our Online Ticketing Portal exemplifies our commitment to innovation and customer satisfaction, allowing us to address and resolve enquiries efficiently.