Photo courtesy of BBB Vancouver Island Mark Nagra, left, and his wife Neelam, right, are presented the Customer Service award for Parksville-based MN Mattress from Walter Donald, chair of the Better Business Bureau, during the BBB’s Vancouver Island Torch Awards Friday, Nov. 3.

Parksville business wins for customer service at Torch Awards

Qualicum Beach, Nanoose Bay businesses also received recognition

Mark Nagra said Nov. 3 was the highlight of his 30-year career in the furniture and mattress business.

M&N Mattress Shop Ltd. in Parksville won the Customer Service Award at the Better Business Bureau’s Vancouver Island Torch Awards Friday, Nov. 3.

“There were other awards for roofing industry, health and wellness or whatever industry, but the Customer Service category was the only award of the night that applied to every industry, every BBB-accredited business,” said Nagra, owner of M&N Mattress Shop. “That was, in my opinion because it applied to everybody, was the award of all awards.”

“Customer service is what it’s all about, and the other businesses won in their (business-specific) categories because of their customer service as well. We just won out of every category.”

The criteria for winning the award or being a finalist, Nagra said, is ethical decision-making (treating staff, customers and suppliers with respect), community involvement (local donations and helping with fundraising), trustworthiness and customer service.

Nagra said being number one for customer service out of all of the industries takes a lot of hard work, adding he and his staff always put themselves in the customer’s shoes.

“What I learned 30 years ago from my old boss was, put yourself in the customer’s shoes, be reasonable, and the rest is easy,” said Nagra, adding he’s stuck to that method over the years.

“I train (the staff) on customer service and if a situation comes up, they’ll know how to handle it next time differently.”

Nagra said it was very nerve-wracking waiting to hear which business won the Customer Service category.

“It’s like the Oscars of the business world,” he said. “We were in the top four, so we didn’t know (what was going to happen). So they called the fourth place, and then they called the third place, and then it’s like ‘Please, don’t call us next’ because that means we weren’t first. It seemed like a really long time until they announced the winner.”

But then it seemed to fly by, said Nagra. He said a few sentences from customer reviews were read, but Nagra said he can’t remember what those reviews said.

Nagra said the company found out a few months ago that M&N Mattress was one of four finalists in the category. He said he tried to find out beforehand if M&N had won, but the results were “top secret.”

At that point, Nagra was already running off the high of his other business, WR Mattress Gallery in White Rock, receiving first place for People’s Pick at the Better Business Bureau’s Mainland BC Awards on June 8.

This isn’t the first award M&N Mattress has received from the Better Business Bureau serving Vancouver Island. Nagra said in 2015, the business won an award for community engagement.

Nagra said he and his wife Neelam, who manages M&N Mattress, opened the Parksville store on Dec. 2, 2000. At the time, Nagra said, he was planning to open a store in Port Alberni, where he was living, when the person leasing his dad’s pool hall left the location.

Nagra said his dad asked if he would use the space, but Nagra said he didn’t want to be driving over the Hump, especially during wintertime.

“But my dad asked me a few more times. I saw that he was a little stressed out and so I talked to my wife, and I said, ‘I need to do this. He’s retired and he’s stressed out.’”

Since opening nearly 17 years ago, M&N Mattress is now in its second and current location at 291 Island Hwy. E.

Nagra said the Parksville Qualicum Beach community has been very good to M&N Mattress over the years.

“They (the customers) are amazing. They’re over the top,” Nagra said.

But Nagra said he also has to thank his team, such as the delivery team, the in-store and sales staff and his wife.

“We’re all on the same page. We just want customers happy. We want them sleeping good and happy, and if they’re not happy, call us and we’ll make them happy,” he said.

At the Torch Awards Nov. 3, X 2 Lewis Modern Home Renovations in Qualicum Beach won in the renovations category and Mid Island Computer Enterprises Ltd. in Nanoose Bay won for technical services.

For a full list of winners, visit www.bbb.org/vancouver-island.

Just Posted

Update: Highway 19A reopened north of Qualicum Beach

Road will re-close for paving beginning at 7 a.m. Tuesday

Parksville council OKs provisional budget

$5,000 grant to museum added to 2018 budget

High winds cancel slew of BC Ferries sailings

Travel to and from Victoria and Vancouver as well as Northern Gulf Islands affected

Parksville Museum society board inherits financial shortfall

New executive sworn in during contentious AGM

Drunk driver ticketed after wrong-way rollover

Nanaimo man crashes on Inland Island Highway near Qualicum Beach

Moonlight Madness hits Qualicum Beach

Annual event featured Santa, Christmas tree lighting

LGBTQ advocates want military, RCMP to take part in apology

“These are all the organizations that perpetrated past discrimination against the LGBTQ community.”

Canadians are getting bad advice from the taxman

An auditor has found that Canadians are getting bad advice from the taxman, when they can get through

B.C. mining company stakes claim in Australia

Copper Mountain is set to purchase Cloncurry Copper Project in a $93-million deal.

Falvai Creative sets sights on canine Christmas present

Qualicum Beach couple sells first advent calendar to Earl Spencer — Princess Diana’s brother

Nearly no colour for winter-themed show in Qualicum Beach

Painters, photographers, wreath-makers to fill TOSH with art for Almost Black and White

Question of the Week, Nov. 21

Poll: Do you have a charity that you give back to?

Wet weather expected for much of coastal B.C.

The Weather Network is calling for up to 200mm of rain to fall in some areas of the South Coast and Vancouver Island

B.C. reporter reflects on covering Charles Manson

Charles Manson, leader of a murderous cult, died on Sunday at 83

Most Read