Pros

Restoration Hardware has a flexible and fun staff that is truly interested in providing excellent customer service. They have high quality merchandising, but are facing an identity crisis as they decide whether they want to be a quality, yet affordable, home brand, or a smaller yet premium, home boutique. Resto also rides the line between being a personal client based decor company, and a mass home retailer.

Cons

Unfortunately, Restoration Hardware has a very strict hierarchical structure that does not empower employees, or lower level managers to innovate or make the customer experience as good as it should be. For a company that prides itself on excellent service it can be a bureaucratic mess to fix a customer issue, even those caused be corporate negligence.

Advice to Senior Management

Tie stronger incentives into the pay structure at all levels, then cut the strings and let employees do whatever it takes to make customers extraordinarily happy.