Sleep City Mattress Centers Comparative Summary

Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for mattress companies that have earned the prestigious Diamond Certified award. Sleep City Mattress Centers has been providing beds and mattresses for Marin and Sonoma County residents since 1992. With eight locations across the two counties, the company strives to make the mattress buying process as straightforward as possible.

According to owners Al Koran and Mark Thomas, Sleep City Mattress Centers’ personalized service sets it apart from larger chains. “We try to find the best product for each particular customer,” says Mr. Koran. “If they need pressure relief and support, we’ll provide a mattress with those attributes, not an overstocked brand that gives us the highest profit margin. Our goal is to sell mattresses that improve our customers’ sleeping habits.”

Each of Sleep City’s salespeople is factory trained by specialists to provide expertise for specific products from leading manufacturers such as Tempur-Pedic, E-comfort, Natura, OMI, Serta and Cannon. “Our sales staff is a crucial part of our operation,” says Mr. Koran. “We have virtually no turnover; I think we’ve lost one salesperson in the last four years. Our salespeople are well trained, well paid and enjoy what they do. They truly care about our customers’ comfort.”

To add to its personalized customer service approach, Sleep City uses the BodyDiagnostics system by Kingsdown to help customers find beds that are exactly right for their specific sleep needs. By entering a few simple characteristics (like approximate weight) and having the customer lie down for a few minutes on a mattress equipped with special sensors, the system creates a digital map of the body and shows the pressure points that need the most support. The Sleep City sales staff then uses that information to find the mattress that will give the customer the best night’s sleep. “Going into a store and lying on a bed for 10 seconds isn’t going to tell you anything useful,” says Mr. Koran. “And with all the different brands and models of mattresses available, it can become confusing. This system cuts through all that and finds the bed that will provide the right support and pressure, ultimately resulting in a better night’s sleep.”