Leigh Sparks Quotations

Department stores are not really out of fashion, but they will struggle if they don't provide what customers want.

While many retailers went overseas to get cheaper good quality products, M&S stayed with British sources. Now, like everyone else, they source about 80% of their clothing from abroad.

There's a lot to be said for the motivational effects of the partnership bonus on levels of customer service. In the most recent round of figures, staff got about eight weeks' salary as a bonus. That's not to be sniffed at, and might explain why John Lewis still has a good reputation for service when you talk to people.

It has been a long time since consumers have been fooled by prices which are just under the round number,