LETTER: Customer service key to success

It’s easy to say that Amazon or other online companies have brought down Sears. In my experience it was the lacking customer service which did it. From all sides I heard complaints. I had some of my own and was treated like a beggar.

A few years ago I wrote to the CEO in Toronto that his ship is sinking – and did it ever. When the customer becomes less important than the shareholder there is a reaction. The arrogance of the people in power (goes also for politicians) finally brings them down.

Sears was once a beloved company, a trusted one. But we all have to be careful with our money and the competition hopefully takes stock. Where there is excellent customer service, there are customers, especially the older ones who still want to touch and see – even in the time of online shopping. And they do have the money.

Karin Hertel


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