Partnership is at the core of our business model and mission. From our headquarters in NYC, to our partners in North Carolina, to delivery teams across the country, it takes a village to deliver the Maiden Home experience! And we continue to work together closely to maintain excellence in our products and service as we grow.
We’re lucky that as a small team, each of us has the opportunity to positively impact the customer experience in our day-to-day. Perhaps no one does so more than Dana Bonda, our Senior Manager of Operations and lead Design Advisor. Dana is on the “front lines” with our customers and gathers incredible insights from her conversations with them every day.
More than anything, Dana is responsible for Maiden Home’s reputation for exceptional customer experience. She works tirelessly behind the scenes to make sure customers are, simply put, blown away by Maiden Home.
Here, we invite you to join our coffee chat at Maman where we spoke with Dana about her experiences as one of Maiden Home's first hires, her day-to-day on the job, and her favorite moments from engaging with Maiden Home customers.
MEET DANA -
Hi! My name is Dana, and I am the Senior Manager of Operations and Design Advisor at Maiden Home. I started working at Maiden Home in October 2016, before we officially launched. It has been amazing to be a part of such an incredible company from the beginning.
I recently purchased and am in the process of decorating my own "maiden home!" I live with my husband Alex and our new fur baby Luna; she’s a Greater Swiss Mountain Dog.
ON DESIGNING YOUR PERFECT PIECE -
My job is to ensure our customers have an exceptional experience from the time they place their swatch kit order through the day their piece is delivered. I work with our customers on a one-on-one basis during the design process. This means reviewing floorplans and photos and working with our customers to figure out which piece and fabric combination is right for them.
One thing I always tell our customers is that no questions are off-limits. Choosing a sofa is a big decision, and it can sometimes be overwhelming! But if you tell me a little bit about your space, your family, and your concerns, I can help you navigate the design process. I’m an expert and I’m happy to be your resource.
Here are a few of the ways I can help:
My favorite part of the job is seeing your vision come to life, and I feel lucky to be a part of that!
FROM OUR ARTISANS TO YOUR HOME -
I track each of our orders very closely and am in constant communication with our partners in North Carolina. As your sofa or chair is being constructed, I will send you production updates along the way, letting you know when your frame is being built, springs are set, and fabric upholstered.
Once your piece ships, I work with our White Glove Delivery teams to ensure a seamless delivery experience. As part of our White Glove services, our teams will schedule a delivery appointment, unwrap your piece, and assemble it in your home exactly where you want it.
While we do our best to avoid mishaps, if something does go wrong, I’m your resource to make it right. If you notice any discrepancy upon receiving your item, give me a call (888-513-5754) and I can help with next steps.
ON CRAFSTMANSHIP -
Since I joined the team, I have been given a firsthand look at the art of building beautiful, handcrafted furniture. Our partners in North Carolina are so proud of their work, and I’m excited I get to bring it to the online consumer in a way that has never been done before.
I am in the process of furnishing my own home, and I always find myself asking, “Where did this piece come from?” “Where was this made?” Quality is everything when it comes to furniture, and working at Maiden Home has made me a much more informed consumer.
I am a firm believer that living room sofas set the tone for the rest of your home. This room is likely where you spend most of your time, host your friends, relax with your family. For all of those reasons, it is essential that this particular sofa meets your needs and will stand the test of time. Who wouldn’t want a hand-crafted piece made by the best?
A MEMORABLE CUSTOMER EXPERIENCE -
I recently worked with a customer, and we landed on our Ludlow in Velvet for her home – it’s beautiful! After delivery, she was so thrilled with her piece she sent me a photo of her daughter sitting on their sofa with a huge smile. It is super rewarding to know I was a part of making their house a home.