Customer Service is the name of the game. Members take precious days off to take delivery on appliances and repairs, and when these windows are missed, they get p-ss-d, and never come back. Make no mistake, they time and money, losing hundreds, if not thousands of dollars and precious vacation days because of r----ded directives by Eddie as an owner all these years. And the fail continues. Sears is one of the ten least trusted brands in America. Thanks Eddie.
The constant penny pinching and understaffing has DESTROYED customer service, and is the primary reason why Sears' reputation is now in the toilet. Satisfaction Guaranteed has turned into disastisfaction as a guaranteed byproduct of Eddie's devotion to cost cutting. Sears and Kmart will NEVER succeed as long as this is the state of things.
How did Steve Jobs put it, when Apple turned into a massive money losing operation in his absence?
"The biggest mistake Apple made after I left was to focus on profits instead of products"