Insuring Great Service

“Would you like the extended warranty with that?”

the clerk asked me, as I was checking out of a local retail store.  Earlier that day I had attempted to pick up a chair I was having reupholstered. “It’s not quite ready,” said the man.  “We need to Scotchguard® the fabric, especially since you have grandkids.”   L.L. Bean will take back my fly-fishing boots and refund my money if I am not satisfied, even I have worn the boots a very long time.

Customers value the Good Housekeeping feeling the...