Monday, 17 August 2009

Darty's Contract of Confidence (Contrat de Confiance) - Iconic Action

Darty is a leading French electrical goods retailer, currently owned by KESA Electricals Plc.

The “Contract of Confidence/Trust” is a contract between the firm and its customers. Darty launched it 30 years ago, promising price, choice and service.

It contains tangile specifics, e.g.
- Darty is never knowingly undersold
- They guarantee a repair on any day of the week (unheard of in a country where no one worked on Sundays)

Iconic action: each employee signs the contract of confidence when they join.

Sources: Mainly Disruption by Jean-Marie Dru (p 163). Also KESA Electricals site here.
CDC booklet itself available here.

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