L.L. Bean Essay -- essays research papers

L.L.Bean started from making a hundred pair of boots, to becoming one of America largest mail order retailer of high quality outdoor goods and apparel for men, women and children. Leon Leonwood Bean founded L.L. Bean in 1912; the company headquarters is in Freeport, Maine. Leon Leonwood Bean founded his business on a belief in honesty, commitment to quality, customer satisfaction and a passion for the outdoors. Leon Leonwood Bean was an avid outdoorsman that decided that he could improve on the typical hunting boots. He had a local shoemaker stitch a pair of waterproof shoe rubber to leather tops. Then he field-tested them himself to see first hand if they was any good. In 1912 he sold 100 pairs of the boots and â€Å"attached a tag guaranteeing 100% satisfaction. Within a matter of weeks, the shoes began coming back. Ninety pairs were returned, the rubber bottoms separated from the tops† (L.L.Bean.com). Leon Leonwood Bean make good on his promise of 100% satisfaction guaranteed by replacing all boots that was returned and established a business with his customers that is still going strong today. That value lives on today at L.L.Bean. They still measure success by the customer’s satisfaction and the guarantee upon which the company was founded that says â€Å"Our products are guaranteed to give 100% satisfaction in every way. Return anything purchased from us at any time if it proves otherwise. We will replace it, refund your purchase price or credit your credit card. We do not want you to have anything from L.L. Bean that is not completely satisfactory† (L.L.Bean.com). L.L.Bean 3 L.L.Bean doesn’t just say this, but really lives by it. My dad had a pair of the Maine hunting boots for years. He told me one day that the boots started leaking at the seams and I told him to send them back to L.L.Bean with a note telling them what was wrong and that you would like a new pair. In about three weeks from sending them back he got a new pair of the Maine hunting boots in the mail with no questions asked. So L.L.Bean really does live by the 100% satisfaction guarantee even if you have the stuff for years before you become dissatisfied with it. How many retail store will give its customers 100% satisfaction guarantee no questions asked? I can’t think of one other company in the outdoors goods and clothing business that will do that. L.L. Bean started with one store in Freepo... ...r. Customer service is the heart of L.L.Bean mail order, retail stores and web site. During the peak holidays season L.L.Bean has over 3 thousands customer service representatives working for them, to handle over 100 thousands calls on busiest days and more then 15 million calls a year. About 2 thousands of L.L.Bean customer service representatives come back to work the holiday season year after year. â€Å"L.L.Bean also does not evaluate customer service representatives based on the average length of their calls, unlike many other companies, or on the revenue they generate† (Tedeschi, 2000, p4). Customer service representatives can spend as much time as needed with a customer, which has translated to a loyal customer base for L.L.Bean. Customer service is why L.L.Bean has L.L.’s Golden Rule â€Å"Sell good merchandise at a reasonable profit, treat your customers like human beings, and they will always come back for more† (L.L.Bean.com). With L.L.Bean 100% satisfaction guarantee and L.L.’s Golden Rule value lives on at L.L.Bean today and will for a long time. They want to build a relationship that will last a lifetime. That is why L.L.Bean is one of the best-managed companies in America.