When companies see our researchers coming, they normally run the other way. Not Lands’ End.
A company insider recently contacted our research department, asking us to post Lands’ End executive contacts.
“Since Lands’ End is now split off from Sears, you might want to give them their own spot,” he suggested.
The Lands’ End insider then transmitted a long list of executives and their numbers and email addresses. We’ve just published them.
Why would a company voluntarily surrender these executive contacts?
“I follow your blog,” explains the insider. “While I think we have the best customer service around — and the phone people can and usually do resolve any issues — when we say ‘Guaranteed. Period.,’ we really mean it. However, there are always exceptions.”
Here’s a Lands’ End employee, who is so confident of his company’s service culture that he’s willing to share this hard-to-get information with us.
All of that got me thinking: What if employees at other companies did the same thing? What if they felt that by leaking this information to us they could make their own service culture better? Wouldn’t that be something?
That kind of thing happens, but it’s usually for the wrong reasons. In the past, we’ve had disgruntled airline employees send confidential information to us because they wanted to hold their executives accountable for their customer service lapses.
But this case seemed different. Our insider sincerely felt the company had nothing to hide, and to our researchers, that’s a sign of a great service culture.
So today, as we admire our new Lands’ End contacts, I have a question for all of you, dear readers: What kind of company do you work for?
Are you employed by the kind of company that runs the other way when our researchers come calling? Or do they open the door and say, “Come on in! We have nothing to hide.”
I can’t begin to tell you how impressed we are with what Lands’ End has done. We’re fairly certain this wasn’t sanctioned by the company, but if it was, color us even more impressed.
When we order those new uniforms for Elliott.org, we’ll know who to call. By the way, if you want to join our crew of intrepid researchers, please send a note to our research director, Trent Bonsall. We’ll get you started researching another company that will either run away from you — or run toward you.