Lionel Smith, Ltd: The Best Dressed Man in Town

Abstract

Lionel Smith, Ltd. operates as a high-end mens clothing store in Aiken, SC. Created in 1976 by Lionel Smith (Smitty), the store has become the premier destination/or men's clothing and fashion within the Central Savannah River Area. This case details the management and retail career of Lionel Smith from his first job in retail sales at 16 to the present. During the early part of his career, Lionel Smith managed and operated several clothing stores, working in large chains as well as small locally owned locations. In addition to his management positions, Smitty also became a minority owner of an up-and-coming retail enterprise in the late 1960s. He was later refused to purchase any additional ownership and decided to start his own mens clothing store, opening the doors to Lionel Smith, Ltd. in March of 1976. Since that time, Lionel Smith, Ltd. has become the leading mens clothing store in the Aiken-Augusta area, serving customers from as far away as Florida and Alabama. The primary reason for the phenomenal success of Lionel Smith, Ltd. is attributed to Smitty s unique perspective on customer service and dedication to quality and customer satisfaction. This case emphasizes the importance of customer service and management skills as well as leadership in the workplace and community. A focus is placed on employee motivation, customer satisfaction, and man­agement succession.