It’s an old story, but one that still rings true: Treating your customers and suppliers well comes back to you tenfold.
Just ask Parksville’s M&N Mattress Shop team, recognized in the Better Business Bureau of Vancouver Island’s 2018 Torch Awards for outstanding sales and customer service.
In fact, it’s the fourth time in five years the M&N team has been recognized for its commitment to ethical decision making, trustworthiness, customer service excellence and community engagement. A Torch Award finalist in 2014, M&N was a Torch Award winner in 2015, 2017 and now 2018!
“It means everything to us,” says Mark Nagra, who from his start in the industry three decades ago has emphasized his three-pronged customer service philosophy: know your product, know your customers and treat them the way you’d want to be treated.
It’s very much a small-town philosophy, and one Mark credits with his Campbell River upbringing.
Eighteen years ago, he and wife Neelam opened M&N Mattress 1-291 East Island Highway in Parksville and with a A+ BBB rating and 4.9-star Google rating (one of the best in the furniture/mattress industry in BC) it’s clear their approach resonates. Their second store in White Rock, WR Mattress Gallery, with its own A+ BBB and 4.9-star Google rating, also won 2017’s BBB People’s Pick Award. “We have a formula that we stick to, and it’s called striving for excellence in customer service,” Mark says.
“These recognitions show that the way we approach business – with quality BC and Canadian-made products and outstanding customer service – makes a difference,” he adds. “Our message to our team really is, ‘What would the customer think? What would the customer’s expectations be?’ If you set that bar for yourself, the rest is easy. All of our team understands this, and without them it would be tough to provide high-level service – we’re all on the same page, right down to our great white glove delivery service team.”
Of course, service would mean little without a quality product behind it.
M&N Mattress Shop specializes in health-promoting sleep products and innovative sleep technology, like the Pure Energy Ironman Mattress, created from numerous studies on athletic performance and recovery. Earlier this year, Health Canada declared the Ironman mattress, crafted from plant-based materials, a Class 1 medical device, which followed last year’s designation by the US FDA, along with India, Australia, Europe and China.
Local quality, local service
Big believers in shopping local – there’s a reason they have a Canadian flag in their logo, after all! – M&N’s mattresses and bedroom furniture are made in BC or Canada, including their BC-made cabinet beds, fantastic space-savers and great alternatives to costly wall beds – plus they don’t need to be attached to a wall.
“And while the industry standard for most mattress warranties is usually around 10 years with a 1 1/2-inch sag allowance, the BC-made Ironmans and NewGen are 15, 20 and 25 years with a sag allowance of just three-quarters of an inch,” Mark says.
Plus, if you do have warranty questions, they’ll happily look after that for you!
“You don’t have to call a 1-800 number,” he notes. “If you call the store, you’ll be speaking directly to one of us, and we do all of the leg work, so you don’t have to. Less work and time for our customers, just the way it should be!”