Sears understands customer service

Re: “Memories of Sears,” Other Views, Oct. 14. I respectfully disagree with the Telegram’s disdainful consignment of Sears to agingdinosaur status, out of touch with our brave new retail world. Far from being irrelevant, the values that Sears Canada espouses are needed in the present marketplace more than ever. Change does not always mean “better.”

Competition is always a positive market force, keeping prices low and quality high. A frequent shopper at Hillside mall, I enjoyed the reasonable prices of women’s clothing at Sears, including designer brands. Sears made for a productive shopping experience, where I could compare their prices with other mall outlets and get the best bang for my buck. But where the Canadian company really excels is in its customer service.

About 10 months ago, I contacted Sears corporate headquarters in Toronto about a concern with the store in Victoria. I was delighted by the compassionate response by a manager there. The extent of her customer service was mind-boggling.

The next day, I received a beautiful bouquet of flowers delivered by a local florist with a note from the Sears executive: “I hope that this brightens up your day!”

Today’s retailers can learn some valuable pointers from this “retail model from the past.”

The new enterprise at Hillside mall will probably be high-tech and flashy. But will they send me flowers? Doreen Marion Gee Victoria