Devoted to customer service and the principles of exceptional customer services

From the email box...(So good I had to post this!)

Hi Maria,

Thanks for putting out a great blog. I'm writing because I had a poor run in with a Nordstrom employee last week and I'd like to get your take on it. I'll try to be brief.

My wife (who happens to be an executive for a fragrance vendor at Nordstrom West) and I stopped by the store on Tuesday for the mens half yearly sale.  The store was just moderately busy.  We happened to bump into three friends who had been shopping there also, so we stopped to chat with them.  During our conversation a Nordy employee came up to us and asked us to move "so customers could shop".  It was said rudely enough that we all of stood there for a few seconds in shock looking at each other, then we just slowly moved into the main aisle.  Granted, we were standing in front of a table, but we were by no means blocking anyone.  In fact, when one lady came near the rack I was standing next to, I made an effort to make sure I was not in her way, even though she never really came close to me.

We were in fact customers, and we were in fact shopping. One of us had a Nordstrom bag in his hand, and my wife had just brought over two dress shirts and a pair of shoes she thought I'd like to buy.  We were not being loud or obnoxious, and we were all nicely dressed (our three friends had just come from work and were in slacks, button downs and ties.)

After our friends left I went to the Nordstrom employee and simply and nicely asked her name.  She gave it to me and then, to my surprise she immediately identified herself as the Store Manager - said in a way as if to challenge me to find someone higher to complain to.

After this introduction, and before I could even complain, she followed by "I'm sorry if I was rude, but...".  So yes, of course she knew she was being rude to us - that was no surprise.  But then she goes on to justify her actions by saying "...but I had been watching you guys and you had been standing there for 10 minutes and today is a busy sale day". (Excuse me, I didn't know I had a time limit)  That's not an apology.

I know to expect more from any Nordstrom employee, much more so a Store Manager.  It turns out she's new as a Store Manager there, she just got transferred from another location as an Assistant Manager. (My wife has inside info at Nordstrom.) Should I take this any further?  If so, to whom, and how?

Thanks!
Andre

Here’s my response...

Dear Andre,

You definitely have a right to take this further - I certainly would.  Obviously this Store Manager knew she was being rude and of all people she should know better.  After all, this is Nordstrom you’re talking about.  This is the company that pretty much set the standard for customer service and for her to behave in this manner is unacceptable.  It doesn’t matter if you were shopping or not, she shouldn’t have approached you like that.  

I would find out who the Regional Manager is in that area and write a letter to him/her regarding the incident.  The Regional Manager is generally the one who is in charge of all the store managers within a certain area.  

Thanks for writing and let me know what happens!