斯特普尔斯公司凭着低廉的价格,几乎一夜之间就成为销售额达20亿美元的办公用品零售商。如今,总裁斯泰姆伯格决定以顾客为中心,大力推行改革。去年,罗伯特·萨拉达走进弗吉尼亚州夏洛茨维尔的一家斯特普尔斯商店,想找一种地图钉,但很少有出售。他轻视地说:“我期望的是以凯玛特为其缩景的那种购物经验。”毕竟,斯特普尔斯是一家卖办公用品的廉价商店。萨拉达没有买到那种少见的地图钉走出了商店。但接待他的售货员马上打电话给制造商要一种相似的图钉。等萨拉达回到他那有15个雇员的家俱公司时,斯特普尔斯的工作人员已发传真通知他有关图钉的信息。萨拉达很惊讶:所有这些工作不过是为了一项仅仅20美元的定货而已。至今他提起这件事来仍觉得不可置信。萨拉达说:“几个月后,我再次踏进这家商店,售货员居然还记得我的名字,实在很使我感动。”萨拉达如今已是斯特普尔斯的常客了,打算每年在这里买几千美元的东西。 Staples, with its low price, became an office supplies retailer with sales of $2 billion almost overnight. Today, President Stemberg decided to focus on customers and vigorously implement reforms. Last year, Robert Salada walked into a Staples store in Charlottesville, Va., looking for a kind of map pin, but rarely sold it. He said contemptuously: “I expect the sort of shopping experience that Kmart is using for its miniature.” After all, Staples is a cheap store selling office supplies. Sarada did not buy the rare map nails out of the store. But the salesman who received him immediately called the manufacturer to get a similar thumbtack. When Sarada returned to his furniture company with 15 employees, Staples staff had faxed him information about the pushpin. Sarada was surprised: All this work was just for an order of only $20. He still feels unbelievable when he mentions this matter. Sarada said: “A few months later, I once again stepped into this store. The salesman actually remembered my name. It really touched me.” Sarada is now a regular customer of Staples and intends to spend an annual amount of time. Buy a few thousand dollars here.