Compensati on Managemen t Case Study Presentation: Raleigh & Rosse: Measures to Motivate Exceptional Service Presented by Group 1

R&R’s History Timeline • Raleigh and Rosse (R&R) was a privately held specialty retailer of luxury goods founded by Michael Raleigh and Conor Rosse. • First store opens in New York, selling saddlery and other equestrian goods and later expands to leather goods like footwear, handbags etc. • 1950s and 1960s- Broadened its merchandise including high-end watches and designer clothing.

• R&R’s impeccable customer service and deep customer loyalty was always a core value. • Customer service included delivery services or retrieve the out of stock item. • 1952- New store in Chicago was opened and it was recognized that customer service must be tailored according to each store and each client.

• 1992- R&R’s Ownership culture: • Heavy investment in training • Maintained internal promotion system • Revamped the commission system • Invested in ITsystems • Greater autonomy to store managers on staffing, scheduling, other aspects of the sales associate performance.

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