Last year my wife dropped several hints subtle enough so that even I could understand them regarding what she´d like me to get her for Valentine´s Day. She wanted her favorite brand of perfume, which I always purchased at the same department store at the mall.
I went to that store; we´ll call it "Store D", and was met by well-trained sales people who told me that, unfortunately, they were out of that brand. I was disappointed because I´d always been able to buy the perfume there assisted by employees who met my customer service needs.This continued when I expressed dismay and asked who else, in the mall, might carry the perfume. I was told that Store F, halfway down the mall, carried it as well as Nordstrom´s which was all the way at the other end of the mall (in a separate time zone, I think).
I knew that Store F also had good customer service, but there was no decision to be made. I bypassed the closer "good customer service" for the legendary customer service at Nordstrom´s. I was not disappointed.
I went to the cosmetics department, was quickly shown several sizes of perfume. I selected one, and then the sales person offered to gift-wrap it for me. Of course, I accepted the offer. Not only was the sales person friendly, but also as she placed my purchase in a bag, she gave me several samples of various cosmetics to give to my wife.
Both Stores "D" and "F" had given me very good customer service in the past. I had no complaints about either one. (Best word to describe them: "efficient.") But Nordstrom´s clearly exceeded my expectations by offering me free gift wrap without me asking (and without me having to go three floors up to customer service) by engaging me in a friendly manner, and by gifting me with several free samples of other cosmetics.
This year, I will go to Nordstrom´s first.
What can you do to set your customer service above your competitors? I challenge you to go beyond "efficient" to "legendary."
As Monty Python would say, "And now for something completely different."
Yesterday this comment was made on my last post.
Hello Mr. Ross:
I am a college student in E-Commerce. Our class is researching blogging. I would greatly appreciate it if you could answer a few questions.
1. Do you find blogging very useful?
Yes, I do. I believe that it can be useful to individuals, businesses, non-profit organizations, and even governments.
2. Has blogging improved your life in any way? Yes. I have learned so much more both from reading other blogs and reading comments left on my blog.
3. Have you made business related contacts from blogging (that are in your specific field or line of business)? Yes, I have.
4. Do you have any helpful advice for a college student entering the workforce with a Business Administration in Management degree? Never stop learning. Give back to your community. Be tenacious. Maintain high ethics. Vote. Root for the Dallas Cowboys. Identify, then exceed your customers´ needs. Keep your sense of humor. Question the government, no matter which party is in power. Compliment at least one person every day.
I hope to hear from you soon. Thank you very much for your time.
You’re welcome Felicia. Good luck.
“George Washington had a vision for this country. Was it three days of uninterrupted shopping?”
Jeff Melvoin, Northern Exposure, Bolt from the Blue, 1994, from Quotationspage.com