differentiation - Jae Bird Creative

DIFFERENTIATION
§ CUSTOMER SERVICE
§ PRODUCT DIVERSITY
§ COMMUNITY ENRICHMENT
§ INTERIOR DESIGN
DIFFERENTIATION
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CUSTOMER SERVICE
Philosophy
“We place a high value on customer relationships, and
that starts the moment they walk through the door. Each
and every customer is greeted as if they were coming into
our home. Going the extra mile in them feel at home is
very important to us.”
“HI FOLKS,
WELCOME”
Memorable Customer Experience
Easy returns and exchanges
- At BELLA CASA, we strive to ensure each customer is greeted
and treated to a welcoming environment, satisfied, and fulfilling
their desire for instant gratification. As a showroom store,
customers mostly buy right off the floor. They will usually say “I’ll
know it when I see it” or “It’s perfect,” but sometimes things
don’t work once in the space. We provide flexible return and
exchanges because we understand that interior decorating can
be a case of trial and error: lighting, colors, textures, practically
anything can throw the room off. Our client’s happiness is very
important and so is making certain we find the right pieces to
complete their homes.
Complimentary Services
- We sell a variety of gifts and will always check that prices are removed
and offer our quick yet beautifully gift-wrapped present, topped with a
fantastic teal ribbon.
- We treat our customers like guests in our home. As such, we offer
beverages like coffee, tea, espresso, wine, cocktails, and even our own
bottled water.
- We are more than happy to rearrange our vignettes to help you
envision how the pieces you like will live in your home.
- Registering a customer’s information in our database enrolls them into
exclusive promotional programs for sales and events in our store, also
to send lovely ‘Thank You’ cards.
DIFFERENTIATION
Memorable Customer Experience (cont.)
Shipping and Delivery
- There are lots of big and heavy pieces in our store. We have great
connections with movers who will give you the best rate in town.
- We’ve taken a big leap in the digital age and have started using
online delivery services like Ghost Truck and Too Big For My Car.
- We ship nationwide and in Canada. We’ve even sent pieces
overseas.
- Sometimes we’ll even deliver your items with our own van or
carry it a few blocks to your new condo.
The BELLA CASA Bunch
- A knowledgeable and extremely friendly team provides
bountiful information from accessories to furnishings. They
love to share stories about the brands and recommend their
favorite products.
- Richard will invite employees to travel to home décor markets
and take educational trips abroad.
- Sales associates are treated like interior designers. Client’s
respect and value their opinions.
RICHARD CODANTI
Barbara - Sales
Nathan - Sales
“We’re a kooky
family!”
Jaime - Designer
Gregory - Designer
Redford - Security
Jeremy Jae - Marketing
Dan - Accounting
“I believe that what differentiates BELLA CASA is that our focus
isn’t on being another home furnishing and accessories store,
it’s on being a one-of-a-kind experience. Our commitment to the
customer’s shopping experience, product knowledge, the
relationship with the community we live in, and most of all, our
employees is what sets BELLA CASA apart.”
DIFFERENTIATION
PRODUCT DIVERSITY
Never The Same Twice
BELLA CASA’S interior spaces are constantly being
redesigned and merchandised so that our visitors
greeted every time they enter by new and fresh décor
ideas that are beautifully sophisticated, yet functional,
playful and classic. We want people to be inspired, be
bold, to be creative in their own home. BELLA CASA
desires to bring the interior designer in all of us.
We are committed to people’s long-term goals for
creating extravagant, timeless spaces in their home.
We are very proud to be able to offer a large selection
of furniture, accessories, lighting, dinnerware, art, rugs,
glass, and an eclectic array of fragrances, soaps, and
other items for daily use.
“Since we sell off our
showroom floor, we
constantly have to
rearrange and
restock the store with
new pieces once
something has sold.”
Special Product Licensing
Sunpan Furniture
During our rebrand, BELLA CASA made a special arrangement with
Sunpan Furniture to buy large quantities of their inventory. I like the
quality the company produces, and their pieces are already modestly
priced. Once these pieces get into our store, they are discounted even
more to satisfy our more price conscious customers. We typically carry
duplicates of the items we order so our clients won’t have to wait
months for their new furniture. This is why we dub the price category as
our “TAKE IT HOME” collection. Sunpan has been so popular for us
this past year, we now do pre-orders and even provide our customers
with a seasonal look-book of the new styles arriving soon.
DIFFERENTIATION
Special Product Licensing (cont.)
Sid Dickens Memory Blocks
For 18 years, no product has been
more popular that the Sid Dickens
Memory Blocks. We pride ourselves
on keeping a full collection of currently
produced tiles in stock, and
showcasing one of the largest retail
collections of retired tiles too. Sid
Dickens is an amazing brand that has
a great story and product that
everyone loves. We felt the need to
devote more space at BELLA CASA
for Sid and his blocks, carving out a
section at the front of the store that we
call, “The Sid Bar.”
A felted counter table
makes mixing and
playing convenient
without ruining the
ceramic details.
All current Memory
Blocks are displayed
in production order to
make searching for
specific tiles a
breeze.
Our commitment to Sid Dickens has
made us one of the top retailers in
the world for Sid Dickens, and is
even admired by Sid Dickens
himself. Appreciative and amazed of
what we have done, Sid visits our
store whenever he is in Portland to
autograph some tiles for us as a
pleasant surprise for customers
shopping our assortment of
memory blocks.
DIFFERENTIATION
Special Product Licensing (cont.)
Shtox Glasses
A couple years ago, Richard made a trip to his homeland,
Germany. While there, he met a crystal artist that specialized in
making spinning glasses called, Shtox. We were one of the first
retailers to introduce the US to this marvelous glasses that
everyone MUST HAVE. We were selling them so well, we were
given exclusive rights to be the online retailer for Shtox in the US.
Even though Shtox glasses are in more stores in America, we
were still the only ones in town that stock Shtox, and are proud to
be the original vanguard for this incredibly special accessory
piece, a perfect gift for just about everyone.
Other Popular Vendors
At BELLA CASA we represent over 300 vendors in the home
furnishing and accessory industry. Our customers know they will
find something in our store because we keep so much in stock
and ready for them to take home.
Our HUGE
selection of
Archipelago
candles drives
our daily sales.
We sell them
almost everyday!
BEST
SELLERS
Upholstery
-
Precedent
Sunpan
Bernhardt
Casegoods
-
Four Hands
Lillian August
Interlude
Accessories
-
Global Views
Cyan
Michael Aram
DIFFERENTIATION
COMMUNITY ENRICHMENT
Events & Parties
First Thursdays
The first Thursday of every month, the Pearl District’s art galleries hold
special events and parties. We like to think of our store being a far
more enriching art gallery walk experience since we sell art for your
walls, floor, ceiling, beds, and tabletops. We are one of the few retailers
in the neighborhood that remain open because a lot of our clients love
to stop by as they make their rounds to different galleries.
“We show
our
customers
the ART of
living
beautifully.”
ARTslandia
magazine
covers the
event and are
huge fans of
BELLA CASA
Annual Holiday Party
Every year we hold a big
party at our store. We invite
anyone who has shopped
at Bella Casa to enjoy a fun
filled evening of live music,
delicious catering, tasty
drinks, fabulous prizes, and
discounts for shopping.
Everyone is in a good
mood. It’s a chance for us
to unwind a little and have a
few friends over for a house
party where you can
actually buy everything in
our home!
We like to create an
urgency to buy before all
the good pieces are stained
and the finish chipped. It is
rare that anything is
damaged at our events, but
we still enjoy lighting that
fire to get our customers
spending.
DIFFERENTIATION
Local Business Relationships
We are a resourceful group that can usually manage any
home décor situation that may arise. By developing a
close working relationship with local artisans,
carpenters, upholsterers, and welders, we can fulfill any
client’s repair needs and completing their dream home,
even having work commissioned for complete
customization.
BELLA CASA works with local interior designers and
staging companies offering them special rates when they
enroll in our Designer Program. They love to shop for
client projects because we are their warehouse for delight
and inspiration. Being generous with our fellow designers
increases sales because their clients come directly to us
now wanting more beautiful pieces for their home.
Giving Back
Once a year, BELLA CASA cleans house and
donates furniture and accessories to
Community Warehouse, a local non-profit that
provides furnishings for low-income houses.
Some pieces are broken, but most usually
are pieces that just didn’t sell and sat around
for too long. Last year, we donated over
$100,000 of merchandise to make room for
our remodel and rebrand.
DIFFERENTIATION
INTERIOR DESIGN
In-House Design Team
Not only is Richard an accomplished and well-respected interior
designer, but he also employs his own design team of professionals
to assist with our personal clients. They are responsible for
managing their own clients as well as helping manage the
showroom. This actually is the benefit of having designers on our
showroom floor selling. Whether the project is small or large, we are
eager to help create the perfect space in store and in home.
“The
possibilities
for improving
your home
are now
endless.”
We’ve done a lot of work to make BELLA CASA
the solution to all your home furnishing and
remodel needs. We understand our customers to
want to be designers themselves. The designers
are essential at encouraging changing things up,
yet keeping their expectations practical, especially
considering all the services we offer.
-
One of the designers
working with a client in our
new design corner.
-
Thousands of fabrics for upholstery, bedding, and
curtains
Well-stocked finish samples
Sample cushioning for chairs, sofas, and mattresses
Vast versatility in case goods customization, like
tables and cabinetry
A collection of marble countertops for remodels.
Over 100 vendor catalogs available reference
Access to wall treatments, wallpaper, and paint
Exteriors and landscaping
Close relationship with local artists to commission
projects
It is important that we work
with vendors that are
versatile and offer
numerous options for
customizing.
DIFFERENTIATION
In-Home Consultation
There are times when blueprints and design plans just aren’t
enough. When photos just don’t do your space justice. We provide
complimentary in-home design consultations when customers work
with our products. You have to sometime actually be in the space,
live, feel, and see what the room needs to make it complete. We will
go in, rearrange, accessorize and complete your home for you.
One of our client’s
homes in Sandpoint,
Idaho. We sometimes
have to truck
thousands of dollars
worth of merchandise
thousands of miles
across state lines.
Another client’s
high-rise condo.
We have been
doing a lot of
work in the many
new condos in
the Pearl.
“We strive to
design spaces
you want to
live in.”