Experiencing World Class Service Excellence
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per se
Aim to never be out of stock of any one size of shoes catering for exceptional widths & lengths
Ambience important – wide aisles & low racking so can see length of floor
Staff Management
Employee handbook is a double sided card with the only message ‘Use your good judgement in all situations’ see below
Look to recruit ‘nice’ people
Frequent performance recognition ceremonies and celebrations
Customer Dialogue
Quality and frequency essentially in hands of sales people who manage own contact strategy using phone & thank you notes etc.
Commentary
We had the opportunity to see their corporate video tracing the history of the company and talk briefly with the Dallas Store Manager – a lady who had previously been a buyer with them.
One member of staff (see story below) was grossing .5m sales a year and
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