R. Dana Lundquist was committed to customer service
Home Channel News, Jan 24, 2000
HONOLULU -- R. Dana Lundquist, founder and chairman of two-store Hardware Hawaii, died here Dec. 29 after a brief illness. He was 83.
Named 1999 Retailer of the Year by the Retail Merchants Association of Hawaii, Lundquist started the company in 1954. It has since grown into a $23 million retailer and is a top-ranked True Value dealer.
Lundquist's commitment to customer service is evident in Hardware Hawaii's policies. All of the company's emp1oyees are required to sign a written contract -- which they must resign every year -- attesting to their customer service commitment. Throughout the year, Lundquist hammered home the customer service message with a series of one-page letters included in every weekly pay envelope, and he continued to report to work six days a week until the final few weeks of his life.
The son of Swedish immigrants, Lundquist grew up in Minnesota and moved to Hawaii in 1951. He is survived by his wife, Mary; song Dana, Barry and David; sister Lillian Knafla; 15 grandchildren; and seven great-grandchildren. Two of Lundquist's three sons hold executive positions in the company: David is Hardware Hawaii's president and CEO, and Barry is chief Operating officer. Mary Lundquist is the company's secretary and treasurer.
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