I know you’ve heard Nordstrom customer service stories til you’re sick to your stomach. But here’s another one. A very simple touch that I’m SHOCKED few retailers use.
This card to the left–a simple card sent by a young Nordstrom sales lady who helped my wife and daughter recently.
In this season–where a recession looms–why are not more people passionate about customer service?
And why aren’t more companies INSISTING their people do this.
I bought a TV from HH Gregg–nothing. I bought a car from a BMW dealer–nothing. I bought a stereo system–nothing. Oh, sure. They wanted my email address. But that’s where it stopped.
Come on people!!! Personal touch!!
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When going to school, I worked as a”stock-guy” at Lord and Taylor – a high-end retailer.
A couple of things I remember about L&T was, all the Sales associates were dressed nicely, no uniform, but there must have been a dress code. And each and every Associate carried with them a Red “order book” around with them.
The Red Book is what I remember the most because in addition to actually “writing up an order” the good sales people kept notes about “their” customers.
After moving out here to Cali, after repeated horrendous customer service experiences from muffler shops to furniture stores, I stumbled into Nordstrom.
No Red books, but the Sales Person handed me HER CARD. I was hooked from that day on.
A pair of socks or an $1,100.00 suit – the service has always been the same- my first purchase was a pair of socks and some shoes that were heavily discounted.
I tell all my friends about the service at Nordstrom, most respond with, “they’re too expensive…I shop at Ross” – maybe I should move up in class of friends – but I would rather pay a slight premium to somebody that uses my name instead of struggling through the “language” barrier at cheaper places.
$0.02 worth