The day after Christmas always marks the start of
the men’s sale at Nordstrom. Nordstrom – the store with the history of amazing customer service, and MY store for over 30 years. I rushed over to pick up shirts for my husband –
those great washable shirts that need no ironing….. they are called Smart Care.
To my surprise, the person who approached me
seemed to have no interest in really helping me. He told me that they
“don’t really have them” in the neck and sleeve length I had mentioned.
I’m not sure about you, but when someone says that
they don’t really have something it sounds like they don’t really know what
they have or don’t have. I couldn’t tell which shirts were on sale and which
were not. Realizing he would not be helpful, I told him I’d go to another
They Nearly Lost Me
Do you know that feeling of unimportance that you
feel when a long time company you do business with treats you with
indifference? That is how I felt. Another gentleman approached me later, and I
indignantly told him that I would do it myself since the last person didn’t
help me. This salesman tried to win me over, but he didn’t succeed. I still
didn’t feel important.
So I went to checkout with a pair of pants that I
chose on my own… and then I saw her. Our woman seller who has helped us before.
Her name is Terri Harry and I briefly told her the situation. She was out on
the sales floor in a minute – looking for shirts, and giving advice on how to
stock up in the summer half-yearly sale. She promised to search other stores
for another pair of pants, and she found a regular priced shirt that we both
agreed would look great with the new pants. Wow. What a difference.
Now I felt important, and I wanted to give
Nordstrom our money. It seems so easy –
I wonder why it doesn’t happen enough.
As for the kid who had approached me and didn’t
help me, I pointed him out to her and she said, “oh, he’s just a college
kid” – clearly someone who doesn’t understand how to make customers feel
When Terri gave me her business card, stapled to
the receipt, it says “All Star” on it. I know why. She turned me
around from dejected to thrilled in under ten minutes.