Could this be the best thing we've ever done?
, by Sarah Frame, 1 min reading time
We recently decided to do something that totally changed the way we interacted with our customers.
And it’s so simple, we wish we’d done it years ago.
We shared our office phone number. The number for the phone in the room where Elderflower Lane people work every day.
In fact, our phone number is on the homepage, on every product page and even at the checkout.
01223 967436. There it is again.
Our motivation for doing this is based on our own experience of buying online.
Like you, we go to online stores, we look at photos of products and we add them to our imaginary basket.
But, now and again, we have a question to ask and we can’t find an answer to it in the FAQs.
It would be great to speak to someone in the store. But when we call the number we get fed into some automated system and are left listening to the kind of music you hear in a lift.
Calling Elderflower Lane is different.
You call a Cambridge number and someone in the business will either pick up. Or, if everyone’s busy, they’ll call you back very soon.
You can ask anything.
And sometimes, it may be Sarah (our owner) who you’ll speak to.
She personally chose every piece of furniture on the website. So, who better?
We know what you’re thinking.
Doesn’t she have anything more important to do than take phone calls from customers?
The short answer is ‘no’.
Read our reviews and you’ll see that our customer service is unusually good.