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Customer
Service 2
I
don't usually “steal” but I couldn't help myself. I had to!
This
is taken from Mac Anderson's book on Customer Service entitled
“Customer Love” and can be found at:
http://www.simpletruths.com
Yes,
I stole it—well let’s say I borrowed it, because I'm
giving full credit to Mac and provide a link to the source. After my
last post I came across this book and it was more than coincidence.
His
simple definition: Great Service is giving more than the customer
expects . . . consistently.
Here’s
his “Nordstrom’s” story:
Now
I'm a big fan of Nordstrom. My wife is a bigger fan! For many years
we've been impressed with the “Nordstrom attitude” when it
comes to servicing their customers. A few years ago, we were in
Nordstrom doing some last minute Christmas shopping. As we were
walking through the men's department, an employee came out of nowhere
and said, “Sir, wait right here, I'll be right back.” I
watched him run over to the next counter about 100 feet away, grab
something and start running back. When he got back, he said,
“Sir, I think you've been trying on sweaters.” I said,
“How'd you know?” He said, “The back of your black
shirt looks like it's been snowed on, and it's not snowing in here!”
We
both laughed and he proceeded to remove the fuzz with his lint
roller. After about 10 seconds, he said, “That's it,
you're free to buy more stuff! I hope you and your wife have a
wonderful Christmas!”
After
spending about one hour in the store, we each had 3 Nordstrom bags,
and as we were walking out the exit into the rest of the mall,
another employee ran over and said, “Let me keep all these bags
here while you do the rest of your shopping. They'll be right here,
just ask for me.” He introduced himself and he handed me his card.
About
one hour later, with more packages from the mall, we came back. As
we walked into the store, I saw the gentleman who had taken our bags
walking towards us and with a big smile, “Welcome back Mr. and
Mrs. Anderson.” He then looked at our new shopping bags and
said, “My goodness, you're going to have a load. Can I help you
take these bags to the car?” Now please understand, it's
Christmas, the store is full of people, it's cold outside, the
parking lot is full . . . and this gentleman is asking if he can help
take our bags to the car! Even though I said, “No thanks,”
I knew his intentions were 100% sincere. I have to tell you the whole
service experience on that day blew me away, but I've learned over
the years, it's business as unusual at Nordstrom!
OK.
Here it is again; It’s simply giving more than the customer
expects . . . consistently.
Disclaimer: Not
responsible for advice, ideas, suggestions and/or
programs. By
mentioning these programs or any other program, I’m in no way
endorsing these or any other programs for you and/or your project.
Any advice, ideas or suggestions and/or programs mentioned are
considered my opinion only and am considered not liable. Not
responsible for sales or lack of sales of your project.
Brian@SunriseBooks.com
SunrisePublishing@gmail.com |
