Huddle Talk
Make Customer Service a Hobby!
There is an old story about Nordstrom that still goes around today about their return policy. Their policy has been that they will take anything back on return – no questions asked.
A man wanted to test this policy and did so by bringing back a set of tires. Did the clerk question him or refuse? The story goes that she did not…just asked for the cost of the tires and refunded the customer the amount.
No one knows if this really happened but it makes a great story and illustrates
Highly Satisfied Service
Another story from Nordstrom involved a homeless lady who went into a Nordstrom store. A man, who happened to be a preacher, followed her into the store to help her maintain some dignity if the store kicked her out. Well…he didn’t have to worry about that. The salesperson immediately greeted the homeless lady and assisted her throughout her visit as she would any other customer bringing her multiple gowns and dresses to try on. When the homeless lady was finished with her visit she left with her head held high. She was
Highly Satisfied
What if we all approached our business, our customers, in a like manner?
What if we always said
YES! I’ll be Glad to
Will you be taken advantage of occasionally?
Sure!
But mostly you will create an atmosphere of
TRUST!
ENERGY!
and
EXCITEMENT!
in your store.
And what a great feeling that would be!
FIND A WAY TO SAY
YES!
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