Many of us know Nordstrom (JWN) for the great customer service, but for those of you who don’t know, I wanted to share with you why people rave about this company. Those of you regular readers know that I used to work for Nordstrom, so I know first-hand the ins and outs of the company. If you really want to know true customer service, I recommend going to work for Nordstrom. Or you could learn from what I say here:
1. Nordstrom salespeople get personal with their customers. Every employee receives a “Personal Book” on their first day where they can record the customers’ names, phone numbers, likes, dislikes, birthdays, anniversaries, etc. The personal book used to be a little blue binder, but now it’s computerized. Salespeople call their personal customers whenever there is a sale or something new that came in.
2. They send Thank You cards to their customers. People remember you when you send them a handwritten thank you card. Really, they do.
3. Concierge service. If you have too many shopping bags to carry around, there’s a concierge to hold your bags for you.
4. Employees own their customers’ problems. They are taught to do anything they can to please the customer. If it means shipping something overnight to their home or driving 100 miles to get what the customer needs, so be it.
5. There is no “return policy”. You’ll never hear an employee say something about a return policy. There is no return policy printed on the back of your receipt.
6. Product knowledge. Employees are trained to know everything there is to know about the products they are selling. If an employee isn’t sure about something, they’ll find somebody who does know.
7. Customer appreciation events. Nothing beats fine wine, munchies, and great deals!
8. Generous employee discounts and bonuses. When your employees are happy, your customer is happy.
Recommended blog read: Legends of Unbelievable Nordstrom Service
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I have recently bought a north face denali jacket at nordstrom and noticed that they didn't have any drawstrings on the bottom and this really bothered me. This was off the kids section. so i was going to exchange and pay the difference for the women's one. Of course i didn't notice until the tags had come off and i wore it but then i tried to exchange it for one that did have the drawstrings and they were saying "it's worn" even though i had the tags! and they said they weren't allowed to take back "worn north face jackets" i was pretty upset about this because I wanted to exchange for the same jacket pretty much and the lady at the register was rude and was arguing with me because i told her last year when i bought one from the kids section it had drawstrings so i didn't know the newer ones wouldn't have it and she was arguing saying "it never had drawstrings to begin with" and i was upset because I bought the jacket myself last year and it did have it and she was saying that she worked there for so long and she shes that the kids section never had drawstrings and that really upset me because my friend who was with me had on the jacket i bought last year which was from the KIDS section and it clearly had drawstrings. so they denied my exchange regardless. makes me want to never shop here again. Lady was so rude
Posted by: zip tran | December 5, 2007 9:10 PM | Permalink to Comment