This week on Saturday Spotlight we move into the fabulous world of interior design! After 7 years building our own home, I can quite honestly say that I will be very happy never to make a design decision of my own again and now I know I won’t have to thanks to the fabulous service today’s guest offers. Please welcome to the Lady Janey sofa, the very lovely and talented, Sarah of Floella Interior Design and Soft Furnishing.
Hi Sarah, please tell me about your company and its history
I set up FLOELLA over a year ago after having my third baby and finally making the decision to leave my London job. I had worked as a residential designer for a London Company for over 16 years so it was very hard to leave…… I can now tell you I have never looked back.
Working for a company gives you that security but being my own boss gives me the freedom to make the decisions on how I want to run and grow my business. Making client relationships that last the test of time is so important to me as is giving all my customers the absolute best I can.
Why is good customer service important?
It is so important; in my business especially I rely on word of mouth. The majority of my work comes from people recommending me, so as well as wanting the quality of my work to be the best it can. I want to make sure that the service I offer is special too.
I’m not saying that things don’t sometimes go wrong – that’s just human nature but it’s the way in which you deal with these things that’s important and I really try to treat my clients the way that I would like to be treated and ensure that I’m honest and upfront and rectify things straight away.
How would you rate the quality of customer service you deliver and why?
I would hope that I would score pretty high…..I’ve been a long time in this business and dealt with some shocking customer service as I’m sure we all have but as I said I really just think it’s about being honest with your clients and dealing with things as they arise.
How do you deal with any complaints?
I listen to what they have to say – sometimes people need to get there frustration out that’s fine…. We then need to get past that and deal with the matter in hand and work out the best way forward.
How do you encourage customer loyalty?
By doing a great job, by being professional but personable too and building a trust between you and the client. I think if you have all that you have a client for life.
Why should people choose you as a company?
I would hope that people would choose me for my Knowledge and experience in being able to create lovely interiors – I really listen to my clients and want to create the room that they are looking for, adding in touches that my experience brings that they may not of thought of. I love colour and pattern and mixing these together to create an interior that is classic but has a bit of a wow factor. It’s really important that I don’t create a formula for my designs where all my clients get the same look and feel – each project should be unique to them.
Finally, please tell me where people can find you?
It has been just lovely to chat to Sarah today! I am feeling so inspired after reading about the fabulous service she offers and also looking at the beautiful photos which showcase her work. Please do take a look at Sarah’s website or the Floella Press Release if you would like to see more.
Until next week everyone! Cin cin!
Lady Janey x