In a recent post, Comedy Has Larry The Cable Guy, Macy’s Has Larry The Sales Guy, I wrote about a very good customer experience with a sales rep at Macy’s. It’s always been my practice to give feedback to organizations when they deliver, as Sam Walton called it, “legendary customer service,” and this time was no different.
Now many times, I’ve done this, and even when I’ve complimented an employee, I’ve never heard back from the organization. But the other day, when I went to Macy’s Web site to give them some feedback, I was pleasantly surprised to find out easy it was to do so.
Many organizations attempt to hide their customer service contact information, but not Macy’s. It was easy to find and it was easy to leave feedback.
Then yesterday morning, I received an e-mail from the store manager thanking me for my feedback, telling me that not only would he pass the e-mail on to Larry, but he would also recognize Larry at the next staff meeting. Then he invited me to come by his office anytime and give him more feedback on how they could improve the customer experience.
- A Web site that encourages customer feedback by being easy to navigate
- A store manager that takes the time to respond in a timely fashion.
As K C And The Sunshine Band sang, “Oh, that’s the way, uh-huh uh-huh,
I like it, uh-huh, uh-huh.” 🙂
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