In 1992 the US Congress recognized the first week in October as National Customer Service Week, and it has since become an international event. Here at Lands’ End, we don’t need a proclamation from Congress to remind us to take care of our customers. And not just for one week, but every single day. Still, it’s good to have an official reminder of why we are in business in the first place.
Our founder Gary Comer often said, “Take care of the customer, take care of the employee, and the business will take care of itself.” It starts with hiring people who have it in their DNA to take care of others. Small-town Wisconsin “nice.” Then, we train them that no matter your title, you are in Customer Service. Every employee is empowered to make decisions for the benefit of the customer. You won’t find us hiding behind company policy—Gary promised that he would never question a decision we made in the customer’s favor.
A constant reminder of our commitment to customer service is our vintage London taxi. Featured in one of our catalogs in 1984, it was offered for sale for $19,000 and purchased by a Kansas woman as a gift for her car-collector husband. A few years later, the customer contacted us asking about the possibility of returning the car for a refund. Of course, we obliged—and the taxi now serves as a visual reminder to us all to always be true to our word, and put the customer first in everything we do.
To read more about great customer service experiences, check out our digital magazine, Success Stories.