Archive for the ‘Rules’ Category

Service of Going Too Far: L.L. Bean Puts its Boot Down

Thursday, February 15th, 2018

Some customers take advantage of businesses—we’ve all seen the type and I’ve written about this before. I have 32 posts under “cheating,” though admittedly in most cases, the swindler was a company.

Photo: firewireblog.com

An e-letter to consumers signed by L.L. Bean’s executive chairman, Shawn O. Gorman, has put the brakes on some of the nonsense. He wrote: “a small, but growing number of customers has been interpreting our guarantee well beyond its original intent. Some view it as a lifetime product replacement program, expecting refunds for heavily worn products used over many years. Others seek refunds for products that have been purchased through third parties, such as at yard sales.”

I don’t know if Brooks Brothers still has its policy but I knew a successful PR man in the day who wore a necktie for a few years and returned it, no questions asked, leaving the store with a new one. There was nothing wrong with the tie. He simply wanted a new one.

According to the new L.L. Bean policy, you’ll have one year to return an item which must be accompanied by proof of purchase. If a product is defective, they’ll work with you “to reach a fair solution.” The letter included a link to the full return policy, at llbean.com.

The letter ended: “Thank you for being a loyal customer and we look forward to continuing to inspire and enable you to Be an Outsider.”

Do you know what Gorman’s reference to “Be an Outsider” means? Do you agree with the step Mr. Gorman took? Can you blame him? Do you wonder why it has taken so long? Don’t most stores have a similar policy?

 

Service of the Rules Are Not For Me

Monday, November 23rd, 2015

 above the rules

Some are above the rules. To illustrate the point I’ve chosen a public figure who doesn’t flinch at keeping countless others waiting; bicyclists who ignore traffic rules potentially causing others harm and an actress who doesn’t care if she ruins an irreplaceable museum piece.

Tick Tock Not

Mayor Bill de BlasioMayor de Blasio, [photo, right], holds up the works because he can’t get places on time. His actions tell the public, “Tough; live with it.” He hadn’t held the title long when his reputation was forged: He doesn’t like early meetings and tends to be tardy at any time. Headlines still track his arrival often over the real news–why he went or spoke somewhere.

Talk about Traffic Rules

Last week, WOR 710 a.m. morning drive radio talk show hosts Len Berman and Todd Schnitt addressed the lawless bicycle situation in the city. Schnitt, who just moved his family to New York from Florida, said he’s teaching his children to look both ways before crossing a one-way traffic street so as not to get hit. Berman reported once being almost downed by a bike outside a sports arena.

bike against trafficEvery night as I wait for the light at 53rd Street and First Avenue, where the new bike lane I recently wrote about threatens, I must remind myself to look both up and downtown as bikes speed by both ways.

Too Beautiful to Follow Rules

And then there’s Elizabeth Hurley, a British actress, who sat on “the 16th century Great Bed of Ware,” at the Victoria & Albert Museum to snap a selfie, Henri Nuendorf wrote last month on Artnet News. “The actress reportedly triggered an alarm when she took a seat on the priceless 10-foot wide mattress to capture that perfect shot,” he wrote in “Liz Hurley Kicked Out of London’s Victoria & Albert Museum for Taking Illegal Selfie on Antique Bed.” 

Great Bed of Ware

Great Bed of Ware

“The resulting image, which Hurley shared with her 164,000 Instagram followers racked up over 3,000 likes in only five days.” He continued, “The V&A has a strict ‘no touching’ rule to preserve its historic exhibits. Touching introduces dirt and oil from the skin onto an object’s surface, which can attract dirt to linger and degrade old and fragile objects.” Her objective was to generate publicity at any cost. She did. There must be better ways to do this while not potentially ruining something irreplaceable.

I don’t have to ask one question–I know the answer: “because they can.” What does it take for others to insist on a change? Can you share other examples? Are there exceptions where rules of civility by public figures or of safety should be bent if not broken?

Exceptions to the rule

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