The Voice On The Other End

One of Gary Comer’s principles of doing business was this simple ideal:

Take care of the customer and the rest will take of itself.

We strive to live up to it every day. And we’re proud to introduce you to some of the amazing people who best embody this spirit.




Name: Marlene Lawton

How long have you worked for Lands’ End and when did you start?

I started at Lands’ End Oct. 21, 1991. I commuted to Cross Plains for one year until I was able to transfer to the new Reedsburg phone center. I’m going on 22 years at Lands’ End and it seems to have flown by.


Current job at Lands’ End:

I am a Customer Care Specialist lead in the call center.


Previous jobs/careers:

I’ve spent most of my time in retail, working at several variety stores: Wal-Mart, Ben Franklin (boy, that dates me doesn’t it?), Shopko and Prange Way to mention a few.

I also spent 5 years working in a factory making lingerie.

I was a full time bartender for over 10 years as well.


Where do you live and how long have you lived there?

I live near Lake Redstone in the township of LaValle (WI) and have been there for over 15 years.


Where are you from originally?

Richland Center, Wi.


What brought you to Lands’ End?

I was working at a little drug store and picked up the local paper… The front page had a big article about the new Lands’ End call center coming to Reedsburg.  I talked another co-worker in to going to Dodgeville with me to apply as I wanted to get in on the ground floor.  And here I am, almost 22 years later. 


What do you like most about your job or the company?

I really enjoy people.  I am a lead and have the opportunity to coach other Customer Care Specialists to help them be successful and offer their customers the best service possible.  This is the part I like best.  I also like the fact that we are empowered to do what is right for the customer.  Lands’ End is also a fun place to work.  We do a lot of activities and have many ways in which we reward our reps for doing a great job.


What’s the most unusual customer question or request you’ve ever received?

I had a gentleman call and he said he was 82 years old.  He wanted to know if I could help him find a pair of pants on LL Bean as we did not have the style he wanted.   He was so fragile and sweet that I couldn’t say no. I went to LL Bean and found the pants he wanted and gave him all of the information.  He said, “I am ordering from LL Bean tonight, but tomorrow when I wake up and need shirts, I will be calling Lands’ End, because you exemplify what customer service is all about.”


What do you like to do in your free time?

I love to read, fish and go out in my pontoon boat.  The best times however, are those spent with my grandchildren.



What’s your favorite Lands’ End memory or anecdote?

We used to have fall Harvest Balls. We would all get dressed up in our fancy attire and have a parade through the building.  This was so much fun.  I have some great pictures of these events. 


Favorite place to go for vacation:



Who’s your hero?

I would have to say my Mother.  She was a stay at home mom and she worked hard to make sure we were well cared for and at times this was not easy for her.  She never complained about anything. 


When you were a kid, what did you want to be or do when you grew up?

I always wanted to be a teacher. I would make my little brother sit for hours while I played school with him.


If you could do it all over again, what if anything would you do differently?

Well, I am sure that there are some roads I would have preferred not to take, but it is said that what you go through in life makes you the person you are today. And I am happy with the way I turned out.


Do you have any advice or words of wisdom you’d like to share?

Tons! (Just kidding.)  I am a two-time cancer survivor so I look at life a lot differently than I did before I had cancer.  My advice would be: Live each day to the fullest, spend time with those you love and never, ever sweat the small stuff.


Who’s the most famous person you know or have ever met?

Archie Campbell for Hee Haw- he even gave me a haircut!




What item of Lands’ End clothing in your closet is your favorite, and why?

I love the Cotton/Modal Scoopneck T-shirts.  I love both the feel and the fit.

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