Managers Share Secrets of Success

We empower our associates to make customers happy. When someone calls with a problem, associates are allowed to offer free shipping, a credit on the customer’s next order, and even free cigars. Associates don’t even need to ask a manager. We give them parameters of course, but then we have complete trust in our associates that they’ll do the right thing. When gray areas crop up or the associate thinks a customer is trying to take advantage of a situation, there’s always a manager on duty who can make the judgement call.