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The CEO of an American hardware company has sent a searing memo to employees, comparing their customer service to leaving people to perish in a burning building.

Gary Friedman, the CEO of American home-furnishings company Restoration Hardware, sent the memo out about a month before reporting fourth-quarter results that were well below plan.

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Comments (3)

  • Bo
    Wed, 9 Mar 2016 1:29pm GMT
    Perhaps fire the '15 layers of management' that mean you can't communicate properly with your employees
  • Ceri
    Wed, 9 Mar 2016 12:48pm GMT
    I think he is right in what he is saying. No one can afford to loose one customer in their industry. BUT, not the way you want to tell your employees that. Feedback is a gift, that is a kick in the teeth. He hasn't thought about the agents that do a great job are getting that memo too.
  • Boris
    Tue, 8 Mar 2016 12:34pm GMT
    What a load of rubbish, accusing people of letting customers die is not going to motivate anyone I know. If anything they'd be even less respondent. This style of management, where no one wants to actually talk to their staff face to face, is nothing new and reminds me a lot of the company I work for. Maybe they should re-organise their management structure and begin by talking to their staff like they're human beings, not machines.
  • Sir
    Tue, 8 Mar 2016 12:31pm GMT
    Oooh, that'll sort it. Job done then .....