What Can We Learn?
The principles that L.L. Bean practiced when he founded this company are still alive today. Subsequent leaders of the company have carried them forward. During my quest to find the top service providers, I found a lot of companies with values in place today that are a continuation of the value system of the founders of the company. And I found there is a top-down commitment in the companies that provide value-based service.
As I was writing this chapter, I was interviewed to be a speaker at an international convention on customer service later in the year. I found myself in a philosophical discussion about customer service with the program director of the convention. She asked whether I would be comfortable discussing my theory ...
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