My posting about incredibly lousy service (with a glowing exception) at Saks in New York has been up for several days, and a copy was sent to the store manager’s personal email. No one from the store has responded.
That’s why the sales help is so poor, because management is so poor. We have an account at Saks, we spent several thousand dollars on that one visit, and no one cares about the service at senior level. The consulting lesson: Leadership is everything.
Of course, too many times leadership is nothing. The sales guys are just emulating what they see.
© Alan Weiss 2010. All rights reserved.