Sooners

Included in this article:

1. Overview
2. Sooners Procedure

2. Sooners Procedure

Use this procedure when contacting guests in regard to orders that have arrived sooner than originally planned: 

        1. Contact the guest to advise product is early.  

        2. Do one of the following:  

              a. If the guest is not home, and a voicemail is available, use the following script and continue to step 4: 

• Good (insert morning/afternoon/evening), this is (insert name) calling from Ashley Furniture Home Store. We are calling to let you know that your merchandise is scheduled
  to arrive earlier than your estimated delivery date. Your order is EST for delivery on [insert date]. Your merchandise is expected to arrive on (insert date). If you would like to keep your delivery date, you will receive a call prior providing you with a three-hour delivery window. If you would like an earlier delivery date, please call us at 1-800-737-3233 to make arrangements. Thank you and enjoy your day.  

              b. If the guest is home, use the following script:  

• Good (insert morning/afternoon/evening), this is (insert name) calling from Ashley Furniture Home Store. We are calling to let you know that your merchandise is scheduled to arrive earlier than your delivery date. You are scheduled for delivery on [insert date]. Your merchandise is expected to arrive on (insert date). Would you like to schedule an earlier delivery date?

          3. Do one of the following:  

               a. If the guest says yes, re-schedule the delivery date with the customer.  

               b. If the guest says no, continue with the following script: 

• You will receive a call prior providing you with a three-hour delivery window. If for any reason you need to postpone your scheduled delivery, please contact us at 1-800-737-3233, 48 hours in advance to avoid any penalties.  

         4. Do one of the following:  

               a. If message was left  

                    i. Code order to CALLBK.  

                    ii. Enter Left message to advice merchandise arrived early into the Audit Comments Log.  

               b. If spoke with guest: 

                    i. Code the order to FIRM.  

                    ii. Enter Confirmed scheduled delivery date with the guest into the Audit Comments Log.