Lands' End Business Outfitters Blog

Lands' End receives customer service award

Customer service is a part of everything we do here at Lands' End. It's been part of our DNA since we opened for business back in 1963. But it's still a nice surprise when customers like you recognize us for doing what comes naturally.  The National Retail Federation voted Lands' End #8 in the nation for Customer Service Excellence. Thank you for helping us achieve top ten status!

World Bird Sanctuary – our 2009 2nd place Makeover Winner!

Watch the video:

Over 1,500 entered...only TWO were chosen

2nd prize: $5000 in logo'd apparel from Lands' End. And the advice of our experts.

Congratulations, World Bird Sanctuary!

This non-profit organization is a safe haven for birds from around the world. The group was founded by famed Ornithologist, Walter C. Crawford, Jr. 

Situated on 305 acres of Missouri woods, visitors get an up-close look at fascinating raptors: Eurasian Owls, majestic Bald Eagles and intense-yet-familial vultures from as far away as the Andes Mountain and as close as our back yard. Often rescued, these birds of prey inspire a higher level of understanding for all fortunate enough to witness their behavior. 

A full-time staff of 18 (and 140 volunteers) reach 160,000 people a year through their environmental education programs in the Midwest alone. 61,000 people per year visit the facilities. That's a huge opportunity to spread their message.

 BEFORE: The naturalists have a pretty standard shirt and pants uniform. But it gets cold in Missouri. 

"We needed jackets," admits Teri. "A winter educational program on the shores of the Mississippi requires a warm coat, but we didn't have the funds," adds Catherine. "Wearing different styles and colors doesn't project the image we've worked so hard to build." 

 AFTER: toasty 3-in-1 Squall Jackets. The jackets offer year 'round protection, perfect for Missouri's changing weather. We also suggested a punch of color. Pale Emerald gives the naturalists a brighter stage presence.  

 "I feel like the Lands' End jackets elevate our presence a bit, giving our group added validity and recognition," says Teri.

 "You'd be surprised how many people commented on our non-World Bird jackets," says Michael. 

  "We're open 363 days a year. We needed the jackets so much," says Catherine.

 Liz adds, "she's right, it makes a difference. Thank you." 

SUCCESS!

Customer service still matters.

Fifty-five minutes on hold waiting for a live person to help me out. The reindeer lawn decoration wouldn't light, so I called the service hotline number printed in big numbers at the bottom of the instructions. I was at the mercy of an automated voice, ticking off my place in line. "You will be helped next" was repeated for at least 20 minutes. Fifty-five minutes later I was instructed to return the item to the store it was purchased for an in-store credit. Total service time: less than five minutes. Thanks. No, really. 

 This little exercise made me so proud to work for a company that not only stands by every purchase, but makes solving customer issues its top priority. The path was laid out for us over 40 years ago in the form of two simple words: Guaranteed. Period.® It's more than a return policy, it's our way of business.

Received the red logo'd shirts only to find the boss wanted blue? Forgot to order gifts for the shipping department and the party is in four days? Give us a call. Instead of hearing "No" from us, we'll find every way possible to say "yes."

Peace of mind. That's the best holiday gift we can offer.  

 

His favorite shirt for 20 years gets new life.

Traveling with a tailor is bound to give you some great material. 

Our makeover team had the pleasure of meeting Roger, owner of an incredibly worn, blue, button-front work shirt. Looking at it was like reading Roger's work story. "This paint stain here? That was two wall colors ago." Roger Halloway, director of facilities at World Bird Sanctuary, was proud to show us the label. "I've had this shirt for over 20 years," he said.  "Got it from Lands' End in the 80s and I've worn it ever since." Geralyn remembered the shirt:  "I think it's a Paintbrush Denim," she said. Geralyn's been with Lands' End for 25 years. "I remember it came in a bunch of colors." She was right. We found the shirt in a catalog dated 1987.  

Roger was proud of the fact that despite being butter-soft with wear, there were no holes in the fabric. "The only thing is this missing button. That's why I wear it over a t-shirt." 

While Roger was busy modeling his new makeover look, Deb, our tailor, pulled out her sewing kit. "I can fix that," she said and quickly removed a button from the cuff. Perfect fit for the placket. She pulled a comparable button from her kit to replace the one from the cuff. You should have seen Roger's face when he saw his old favorite. "It's good for another 20 years!" 

His makeover look was a thankful solution for days he'll be meeting visitors (see below). But as we left, we watched him go back to work wearing his old denim shirt, neatly buttoned.

 

Finding customer service in the airport.

It's hard to beat air travel for the sheer efficiency of it all. Hundreds of thousands of people zipping around the world in hours. I'm an infrequent enough traveler to still be enamored of the experience. People watching. Overhearing snippets of conversations. The buzz of business as usual. Tearful goodbyes, happy reunions.

But what I found most intriguing on this busy travel day was the perfectly wonderful examples of customer service. The check-in attendant who understood my pre-coffee confusion as to which way to properly insert my credit card. She didn't judge, she simply stepped from behind the counter and helped me with a smile. The bathroom attendant who tracked me down to return my coat. The between-flights pilot who pointed the elderly traveler to the right gate, then escorted her there. Pretty good finds for a frantic Monday. 

When a woman headed to a convention asked me where I worked, her response made me smile: "Lands' End? I just love that company. You have consistently high customer service." Yes, people still notice.

Have any run-ins with great customer service? Share your stories here.