Saturday, September 19, 2015

Case Study in Quality Service

Maine's L.L. Bean rightly prides itself on surpassing customer expectations. Open 24 hours a day, 365 days per year. There is no time limit or explanation needed on returns. Harvard Business School may still rank them at the top of their customer satisfaction list.

A local contender is K.W. Appliance Plus, who assumed the blame for an order snafu. English is not the first language of the manufacturer, which impaired order clarity. Along with a dismissive rude arrogant attitude, which can accrue from a monopolistic mindset. As their area dealer, K.W. Appliance Plus quickly sorted the problem and in contrast to the indifferent manufacturer exceeded expectations.