How much clearer can you get?
What a powerful customer service guarantee!
Here’s the body copy from L.L. Bean’s Website:
I’ve been a huge fan of L.L. Bean for years and became an even bigger fan last Friday.
Last week, I was getting my favorite coat out of my closet for Fall – an original L.L. Bean Field Coat in Saddle – and making my plans to head to my alma mater Kent State’s homecoming.
Suddenly, I realized that I’ve been wearing this Field Coat (created in 1924) for nearly 15 years! I love it and there is still absolutely nothing wrong with it – it’s a terrific coat – but I’ve been wearing this jacket to homecoming every year!
I went through some old photos and proved it!
So, I went online and decided to get a new Stone Field Coat which is better than my old one and about the same price that I paid years ago! It’s a fantastic coat, but what amazes me about L.L. Bean is how they’ve stayed true to their roots and excelled as a private, family business.
If you’re trying hard to build your business the right way and need a little hope, grab a coffee and read L.L. Bean’s fascinating, refreshing story – their principles when they were small are the same as they are today when L.L. Bean remarked,
“I do not consider a sale complete until goods are worn out
and customer still satisfied.”
From my experiences, I’m not surprised that L.L. Bean was once again the first place winner (tops 3 of 5 years) selected by shoppers in the annual NRF Foundation/American Express® Customers’ Choice survey back in January. According to shoppers, the top ten* retailers for customer service are:
- Coldwater Creek
- Lands’ End
- Kohl’s, and Nordstrom (tied)
I know it’s hard for small to medium sized businesses to sometimes wrap their heads around the successes and lessons to be learned from larger brands, but you can learn a ton from L.L. Bean’s commitment to customer service, satisfaction, quality, systems and innovation.
I GUARANTEE IT!
P.S.: Here’s a great interview from L.L. Bean’s president Chris McCormick about L.L. Bean’s customer service secrets.