Description: The quality of Fortnum & Mason is famous all over the word -- as is their reputation of reliability and service. Take a look at the store through the eyes of a customer as this video outlines the important principles of customer service. The employees are the public face of Fortnum & Mason, and they are expected to provide the great standards of service which all customers expect. The employees are all a part of a team, relying upon each other - and customers depend on that team. The best advertising is by word of mouth, and personal recommendation is the way a reputation is built. A reputation like Fortnum & Mason has been built up for over 275 years, and it lies in the capable hands of their employees.