Conn's HomePlus

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Opinions

• K Bailey

  Nov, 13 2018
  ★ ★ ★ ☆ ☆
  It wasnt a bad experience, but a little effort could have easily made it a wow experience. I was disappointed when I asked Megan if she had consumer rating information for the washer/dryer set we were looking to purchase and she suggested I do a Google search on my phone. When finalizing the paperwork, an extended warranty was added onto the purchase price automatically. I told her I didn't want to buy the warranty and it was removed. I should have been asked been asked if I wanted to include it, instead of having to ask it be removed. Once the transaction was finalized, she advised I would receive a survey on my experience and asked that I complete it. What could have made it better? When i asked about consumer ratings, rather than tell me to look it up she could have easily took the initiative to look it up herself since she had her cell phone in her hand the entire time. She could have asked probing questions to understand our need and provide guidance on which products would meet that need. Ex: how often do you do laundry? What is a normal load size for you? Do your children use the washer on their own ? If so, do you want a washer with basic control functions and not alot of optional settings? Do you have a need for a delay start timer? Questions like that would have shown her commitment to the customer experience. When our transaction was completed she remained at her desk, rather than be courteous and escort us to the door. That was the only time during our entire visit when a Conn's salesperson was not by our side, when we were leaving. Doing more than expected, going above and beyond, that is the behavior you will need to implement to drive your Net Promoter results. I wish my review could have included some details on the product satisfaction, however delivery of the washer and dryer isn't scheduled until tomorrow. I feel this survey invitation was sent a bit premature if you are truly wanting insight on the customer experience.

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