News

Leaked memo: Best Buy redoubling customer service efforts in wake of slowing sales

November 16, 2008

With fear of a global recession casting a shadow over much of retail, one major player is using that fear as an opportunity to motivate staff and improve its relationships with customers.

Last week, Best Buy president and CEO Brian Dunn sent an email to all company employees in which he announced reduced earnings expectations for the year — and increased customer service expectations for store associates.

We must find ways to win with the customers who are coming to us today. Serving our customers better than anyone else is the best way to create value for customers, employees and shareholders alike. We need every employee engaged in serving customers better, and more efficiently. We want your unique perspective on what we should do differently in this market, based on what you see and touch, and using the talents you have.

We could let today's turmoil distract us from serving customers. Other retailers might do that. But we will not. Instead, we will use these circumstances to redouble our efforts and deepen our commitment to each other, to our company, to our strategy and to the customers we serve. In so doing, we will strengthen and fortify ourselves as a team. A winning team.