What say we take it up a notch?

**PapaSmurf** · 02-09-2014, 01:48

Been reading lots of reports on vendor customer service lately. Some good and some not so good.
Communication is a priority at Dream Hammock and we are always looking for innovative ways to keep you informed about your order. Timely responses to your questions and emails is surely a good thing, but we think that's setting the bar way too low.
-Where is my order?
-How many orders are in front of me?
-When will it ship?
-Did they get my custom request?
-Did they even get my order?

New Feature: Full specs on the Order Status page.
We have reworked our Order Status page to provide you with the latest changes, requests, details & specs of your project. Just click on your order number to view the info. We will also post a timeline of important events throughout the building process on the bottom of these same pages. Now it's easy to double check your latest specs and make sure we have the up to date information needed to get you the hammock you want.

Future plans: Past order lookup
We would like to soon begin numbering each individual hammock with it's unique order number so it can be traced back to the original Dream Hammock order.
Why is this important?
Say you spot a Dream Hammock in the For Sale forum on HF. The seller gives some info on the hammock, but maybe not all the info. Say he does indicate that it was order #771.
Both the seller and any potential buyers could easily lookup the original order specs including any special add-ons and custom modifications with the following URL:
http://www.dream-hammock.com/orders/771.html
How about one from quite awhile ago, like order #119.
http://www.dream-hammock.com/orders/119.html

Keep an eye out for this in the near future.
Thanks
Randy "PapaSmurf"

**Chriss** · 02-09-2014, 02:16

You my friend just changed the game and raised the bar. Customer service is what it is all about. I am impressed with your willingness to go the extra mile, and take the extra step to insure that your customer is not only satisfied with your product, but satisfied with the experience as well. You my friend have just gained a customer. I will start doing a bit of research (I will contact you to help me decide between the dangerbird and the thunderbird) and decide on what will fit my needs the best. You will be hearing from me soon.

**Redpath** · 02-09-2014, 06:09

Let me know when we can start buying stock in your company

**Fixxr5** · 02-09-2014, 06:14

Precisely why I have 3 hammocks from you, Papa Smurf. Always striving to improve your products and customer service. The guys in our troop always ask about my hammock, I proudly say, " It's a Dream Hammock, the best quality and awesome customer service."

Keep it up

**Bubba** · 02-09-2014, 06:49

Bam!!
Are you going to put the number of the hammock on the actual hammock like on a small label?

**BabbyDaddy** · 02-09-2014, 09:11

Those are really awesome features. Thanks Randy.

**dkurfiss** · 02-09-2014, 09:19

Now this is exactly what I like to see from a vendor. When/if I am ready to get a custom hammock, you have just won first look on my list. Nice!

**Cranky Bear** · 02-09-2014, 10:23

Randy,

First- I want to mention that your (and your family as they are a vital part of your business) continued determination to improve is something everyone should strive for, much respect sir!

Second- The changes you are implementing from your OP sound fantastic, but I hope that it doesn't pull your attention away from the goal---"making the best hammocks in the industry"...but I am sure that it won't knowing your drive and determination.

Third- "Thanks for all you do for us"

**PapaSmurf** · 02-09-2014, 12:13

Thanks everybody for the words of encouragement.

Originally Posted by Bubba

Are you going to put the number of the hammock on the actual hammock like on a small label?

We're still looking into the best way to label or mark each hammock. It will likely be a label sewn in somewhere or a small tag attached with a small piece of cord.

Originally Posted by Yoda

I hope that it doesn't pull your attention away from the goal---"making the best hammocks in the industry"...

We're hoping that these changes will actually improve our hammocks and help us to be more efficient

One goal is to establish a consistent location to record the "latest version" of all the little details & changes made to an order. This is much faster and more efficient than pouring through dozens of past emails trying to locate where a particular change was mentioned.

Another goal is to enlist the help of our customers to help us keep an eye out for potential mistakes and problems by asking them to double check their order specs when changes are requested.