My husband, Dave, and I were on a mission to find golf shirts in mid-August. We shopped the usual big-box stores and then made a side trip to the local Land’s End, where we found just what we needed. While waiting our turn to check out, I spotted a quote by Land’s End founder Gary Comer on the wall behind the registers that read, “Take care of the customer, take care of the employee, and the rest will take care of itself.” The company’s reputation for excellent service starts with that message.
Back in the 1900s, three pioneering retailers, Marshall Field, John Wanamaker, and Harry Gordon Selfridge, trained their employees with the mantra, “Right or wrong, the customer is always right.” These businessmen were all about making their customers feel valued and appreciated. Their mantra summed up the importance and necessity of placing the customer’s happiness above everything.