Devoted to customer service and the principles of exceptional customer services

Hi Maria - those are pretty darn simple (but pretty darn effecive) philosophies! I too have always received great service from Land's End. All the best and Happy Holidays!

Maria, yes, as Terry said, simple philosophies yet very effective ones! Mr. Comer really knows what he's doing. He has lucky people working for and with him. :)

You cant get much better than that. Customer support is probably the most underdeveloped area of customer service and certainly the last to get fixed.

The customer, the employee and then success link is what we have been yelling to the blogsphere all along. It's refreshing to see another company with a brilliant idea.

I always believe in keeping things simple! As long as you always keep the customer in mind, everything will take care of itself.

Thanks for your comments, everyone!

Maria:
Yes, Gary did say these things and he said them often and they were a beacon to all of us at Lands' End. I was one of the lucky people to have worked directly for Gary and even more lucky to have had a hand in designing that great experience you had with those phone operators. Besides having technology on their side, Lands' End customer reps have the passion and attitude of a company that really believes that, as Gary said, "Doing what's right for the customer is right for all of us." For example, we also build right into their order entry screens - 24 lines of information on each product - so they could answer almost any question customers had on the product. And they were given at least 40 hours of training BEFORE they took even one call. All of these things are what make the difference and the magic of the Lands' End experience I'm proud to say I had a hand in developing.