Marks and Spencer values

Marks and Spencer have always been trend-setters – for example, in the way in which their stores are always located in the main shopping area or the way they aim at the top-end of the market for the majority. In other words, they’re neither Harrods nor Matalan.

Marks and Spencer have a strong corporate brand and, as a result, look to instill a particular and traditional sense of values in their staff. These stated concepts are: 

• Challenged – M & S staff challenge one another daily in order to achieve their full potential.
• Committed – Customer service is a way of life and everyone is expected to be committed to providing it.
• Fairly Treated – Fair is fair and all employees are entitled to expect to receive respect and recognition for their work.
• Innovation – Marks and Spencer intend to stay in the vanguard for the way in which their products and food are retailed.
• Involved – Everyone is part of one big team and should know where Marks and Spencers is going and any new developments.
• Quality – Anything less than excellence is unacceptable.
• Service – Customers are entitled to expect the highest standard of service.
• Trust – M & S have worked hard to acquire the public’s trust and wish to maintain and grow this through looking after their customers, their staff and the community as a whole.
• Value – Good value brings customers back and that is the secret to success.
• Valued – If, as a member of the Marks and Spencer’s staff, you make a positive contribution then you should expect to be rewarded for your efforts.

Of all these, service is the one Marks and Spencer declare to be the most important. They expect everyone – from the bottom to the very top – to hold this tenet dear to them and to strive to deliver a level of customer care that is its own advertising. Everything else is derived from this single facet.

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