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Q&A Office Retailer's CEO: "We'll Deliver' Results.(THE NEW AMERICA)(Q & A)
Byline: MARILYN MUCH
Ronald Sargent likes to keep his finger on the pulse of every facet of his business.
So on Feb. 1, when he took over as chief executive of office supply retailer Staples Inc., Sargent worked the floor at the company's store in Brighton, Mass.
Sargent wanted to get a feel for what was going smoothly. Among other things, he saw room to improve service -- from better training to more staff.
That's nothing new. Sargent, a 13-year Staples veteran, has been visiting about 300 Staples stores a year for the past five years.
That ritual is especially important now. Sargent took over the helm from founder Thomas Stemberg. Stemberg, who remains chairman, is leading a program to assure more profitable sales growth at a time when Staples is recovering from a tough stretch.
Its earnings growth stalled a couple of years ago, leading to declining profit in fiscal 2000. Sargent worked closely with Stemberg to reshape the business. Among other things, they went to a smaller-store format.
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