Commitment to customer service and education key to Sleep Shop’s success
When it comes to purchasing a new mattress, most buyers prioritize comfort; surprisingly, this may be a mistake and can lead to sleepless nights in the long term, said Farouq Manji, marketing and sales manager of B.C.-based Sleep Shop, which celebrates its 38th year in business this month.
“It sounds counter-intuitive,” Manji said, “but instead of basing your decision on how comfortable a mattress is, it’s important to first determine all of your needs and then talk about comfort.
“For example, you might experience sleep apnea and your partner may have lower-back pain. Your new mattress will need to address both issues.”
Such insights provide just one example of how Sleep Shop has differentiated itself from its competitors over the years. Founded in 1979 by Farouq’ s father, Haji Manji, the family-owned and operated business offers an extensive variety of mattress brands not typically found in big-box stores, with the emphasis being on improving the quality of sleep versus price point.
“Rather than try to go head-tohead with these retailers, we have chosen to focus on educating our customers to make the best decision possible and then following through with excellent service, such as offering a three-hour window for delivery, comfort guarantee, and calling them after they have received their mattress to ensure that they are happy with it,” Farouq Manji explained.
“The mattress-in-a-box trend really goes against the proper way to make such an important purchase,” he added. “The truth is, there isn’t one mattress that suits everybody so it’s a good idea to take time to educate yourself so that you can make an informed decision.” Manji recommends visiting the “Beducation” section of the company’s website (www. sleepshop.ca), where visitors can complete a brief “Sleep Quiz” that recommends certain types of mattresses based on sleep patterns. Customers are then encouraged to bring these results to one of Sleep Shop’s four Lower Mainland stores, located in Richmond, North Vancouver, Langley and Abbotsford.
In addition to mattresses, Sleep Shop also features locally-made solid-wood storage beds, cabinet (Murphy-style) beds, and other sleep products such as high-quality mattress protectors that Manji said are critical to maintaining the longevity of one’s mattress.
“Your mattress will likely gain dozens of pounds within the first five to eight years due to the accumulation of dead skin cells, dust mites and other material,” he said. “We strongly recommend using a quality mattress protector to prevent this accumulation, as opposed to chemical sprays.”
Sleep Shop marks its 38th anniversary in August with some great deals on mattresses and other products to help facilitate good health and a good night’s sleep. Visit www.sleepshop.ca to learn more.