Nordstrom Quality Customer Service
April 24, 2008 at 10:28 am Peter Bromberg
Old news, but I never posted it to LG. And hey, good customer service ideas are timeless!
Good for the “New Seasons” Grocery store, which is taking a page out of the Nordstrom Employee manual, “Use your good judgment in all situations.” The New York Times Reported:
[New Seasons] employees are given “get out of jail free” cards with the instructions to do anything a customer wants. Mr. Rohter said one young clerk opened 81 jars of mustard for a customer to taste. Then he went to his supervisor, handed the card to him and explained what happened.
Printed on the back of the card:
Dear Supervisor: The holder of this card was, in their best judgment, doing whatever was necessary to make a happy customer. If you think they may have gone overboard, please take the following steps:
- Thank them for giving great customer service.
- Listen to the story about the events.
- Offer feedback on how they might do it differently next time.
- Thank them for giving great customer service.”
“We never reprimand someone for helping a customer”, Mr. Rohter said
From NYTIMES, January 4, 2006: In Oregon, Thinking Local
Entry filed under: Customer Experience. Tags: linkedin, Nordstrom, Peter.