❚ REPORT ❚ was the fact that if I did decide to go for a split firmness king size I might need to think about a new headboard and bedside cabinets - they could do all that with new pillows too all in the same interest-free package. A nice try - as was the parting shot: “So would you like to put a £200 deposit down?” But they perfectly understood I needed to return with my partner before making such a considered purchase and I was handed a card on departure. The consultant was a professional, wellpractised and knowledgeable salesperson – though I did have the feeling I was being steered towards one brand.
Store environment Service Store: Mattressman Location: Lincoln Road, Peterborough Day and time of visit: Tuesday 9.45am I knew great help was on hand at this store from the outset. Lost, thanks to the vagaries of SatNavs and postcodes, I ended up phoning for directions and found the person I spoke to incredibly helpful in directing to me to the store on a parallel road to where I'd washed up. I arrived very shortly after and we engaged instantly in conversation about the fact the store had moved from its previous location because overheads were cheaper – so hence the confusion with postcodes. The move was clearly a back-to-basics decision because this was a no-frills offer store in terms of the environment. It was cold, quiet (although a radio was later switched on) and the carpet inside the entrance door had clearly
Retail earned and surpassed its original investment. This shop had a bargain basement feel but did stock some good quality brands. The sales consultant wore a coat style jacket so it was clearly not just me that thought it was a bit parky! There was no one else in the store at the time although while I was there a young couple came in to look at bunk beds and a little after that three elderly people arrived together. The sales person explained that the shop had been divided into two halves - one dedicated to sprung beds and the other to foam beds. I volunteered that I had had my current bed for about 15 years, that it was a pocket sprung divan but I thought I'd be okay just buying a new mattress to put on the old divan base. Absolutely no problem at all said the consultant who must spend a lot of time with customers who are totally price driven. Throughout our conversation they seemed, at times, almost apologetic about some of the prices (we don't have too many soft beds and those we do can be £600 - £700). Neither did they try to sell up or even question my judgement about putting a new mattress on an old base. They were, however, incredibly enthusiastic and on one or two occasions said “Stop me if I'm going on too much". Their passion for the trade was clear and, if not always fully onscript, I was taken through how memory foam is medically approved but could be really hot, how latex was currently going through medical trials in America, how gel foam was really just like latex but - on probing - explained that the gel molecules helped to keep you cool. The consultant talked about all the "tech jazz" stuff going on with fabric covers infused with all sorts of technology to wick moisture away and
they talked handles for turning and rotating, and air vents in plush pocket beds. In the absence of pillows on a lot of the beds the consultant did remember to fetch me one when I tried out one of the beds (“makes a difference to the whole feel” I was informed). And after leading me around a good half dozen different models they said they'd leave me to try out as many more as I wanted. I suspect they had some paperwork to complete for the young couple looking at the bunk beds as they signed some documents before leaving. And then the hat trick of pensioners arrived to further divert their attention. Before leaving I explained that I'd have to come back with my partner to try out one or two of the beds that I'd identified as possible candidates. This seemed to take them a little by surprise but we parted on the same helpful terms as we'd started. I asked about payment options and they explained about their interest free deal and said a lot of the mattresses were available on next day delivery. They’d earlier talked me through the difference between guarantees and warranties. The consultant added: "Don't forget, if when you come back with your partner there's a mattress we have here that you like which is being shown on a bedstead, I'd be happy to put it on a divan base for you. In that way you can see how it feels because it will feel different to being on a slatted bedstead base." Top marks for helpfulness and enthusiasm. This was a candidate ripe for training because just by being a little more versed in the art of listening, they could be super-good
Store environment Service Store: Sussex Beds Location: Fishersgate Terrace, Portslade Day and time of visit: Tuesday 3.30pm The sales consultant spotted me taking a sneaky shot or two of the shop's exterior which gave them an easy opening gambit. I put the need for a picture down to poor memory and was then pointed in the direction of the main showroom area and pretty much left me to it for a few minutes. It gave me chance to have a good wander around this two storey, nicely presented and well decorated shop which took advantage of having lots of on-street windows to display catch-your-eye posters and a particularly snazzy looking purple crushed velvet bedstead. A real bit of eye candy. Soft, discreet lighting also enhanced the welcoming shopping environment although I was the only customer in the store during the whole time I was there. After a bit I felt it was time to seek out some help so I approached the sales consultant - and started to engage
Mattressman - Lincoln Road, Peterborough
❚ 32 ❚ Beds - May 2015 - Book.indb 32
08/05/2015 15:48