old

Upholstery chain Sofaworks has moved away from a sales commission model in favour of a system that rewards staff for delivering high customer service.

The move means staff across the retailer’s store network are no longer measured on individual sales volumes, but will instead be able to earn bonuses if they are proven to have provided sound knowledge and a good customer experience.

It is part of a plan for Sofaworks - formerly CSL - to differentiate itself in a sector it believes is renowned for pushy and sometimes aggressive sales tactics.

CEO Jason Tyldesley said: “For too long the furniture market has been propped up on negative practices like high-pressure sales, chasing customers around the store and assumptive selling. The industry motivates and rewards these practices with commission.

“We feel it’s time for the customer experience to prevail, which is why we’ve decided to reward our teams based on the experience they’re delivering to our customers in store.”

Mr Tyldesley said this was similar to going out for a meal and choosing how much to tip for great service in a great restaurant. He added: “We feel that it’s important that our customers control the level of reward our team get for helping them find their perfect sofa.”



TO READ THE FULL STORY: