As much as we try to complicate what great service is...it's really pretty
simple: It is giving the customer more than they expect...consistently. You
notice I said simple, not easy. There is a big difference!Here's a little secret...the 3 keys to creating a service culture in your
organization are: reinforce, reinforce, reinforce. And never underestimate
the power of great stories to turn the switch from "off" to "on." In
Customer Love there are 24 unforgettable true stories about individuals or
companies who have "wowed" their customers and turned them into raving fans!
And here's what makes it real for you and your team...with each story there
is a service "lesson learned." This, of course, helps to get the creative
juices flowing, and the conversation started about how this "lesson" might
apply to your organization; and how you can use it to make your service
culture all it can be.Today, I'd like to share the Introduction that I wrote for Customer Love. I
think it captures the essence of what this little book is all about, and why
it is a perfect way to thank your customers and your team!
Introduction from:
Customer Love...Great Stories to Inspire Great Service
By Mac Anderson
I'm a big fan of Nordstrom. My wife is a bigger fan! For many years we've
been impressed with the "Nordstrom attitude" when it comes to serving their
customers. A few years ago, we were in Nordstrom doing some last minute
Christmas shopping. As we were walking through the men's department, an
employee came out of nowhere and said, "Sir, wait right here, I'll be right
back." I watched him run over to the next counter about 100 feet away, grab
something and start running back. When he got back, he said, "Sir, I think
you've been trying on sweaters." I said, "How'd you know?" He said, "The
back of your black shirt looks like it's been snowed on, and it's not
snowing in here!"We both laughed and he proceeded to remove the fuzz with his lint roller.
After about 10 seconds, he said, "That's it...You're free to buy more stuff!
I hope you and your wife have a wonderful Christmas!"After spending about one hour in the store, we each had 3 Nordstrom bags,
and as we were walking out the exit into the rest of the mall, another
employee ran over and said, "Let me keep all these bags here while you do
the rest of your shopping. They'll be right here, just ask for me." He
introduced himself, as did we, and he handed me his card.About one hour later, with more packages from the mall, we came back. As we
walked into the store, I saw the gentleman who had taken our bags walking
towards us and with a big smile, "Welcome back Mr. and Mrs. Anderson." He
then looked at our new shopping bags and said, "My goodness, you're going to
have a load. Can I help you take these bags to the car?" Now please
understand, it's Christmas, the store is full of people, it's cold outside,
the parking lot is full...and this gentleman is asking if he can help take
our bags to the car! And even though I said, "No thanks" I knew his
intentions were 100% sincere. I have to tell you the whole service
experience on that day blew me away, but I've learned over the years, it's
business as usual at Nordstrom!
simple: It is giving the customer more than they expect...consistently. You
notice I said simple, not easy. There is a big difference!Here's a little secret...the 3 keys to creating a service culture in your
organization are: reinforce, reinforce, reinforce. And never underestimate
the power of great stories to turn the switch from "off" to "on." In
Customer Love there are 24 unforgettable true stories about individuals or
companies who have "wowed" their customers and turned them into raving fans!
And here's what makes it real for you and your team...with each story there
is a service "lesson learned." This, of course, helps to get the creative
juices flowing, and the conversation started about how this "lesson" might
apply to your organization; and how you can use it to make your service
culture all it can be.Today, I'd like to share the Introduction that I wrote for Customer Love. I
think it captures the essence of what this little book is all about, and why
it is a perfect way to thank your customers and your team!
Introduction from:
Customer Love...Great Stories to Inspire Great Service
By Mac Anderson
I'm a big fan of Nordstrom. My wife is a bigger fan! For many years we've
been impressed with the "Nordstrom attitude" when it comes to serving their
customers. A few years ago, we were in Nordstrom doing some last minute
Christmas shopping. As we were walking through the men's department, an
employee came out of nowhere and said, "Sir, wait right here, I'll be right
back." I watched him run over to the next counter about 100 feet away, grab
something and start running back. When he got back, he said, "Sir, I think
you've been trying on sweaters." I said, "How'd you know?" He said, "The
back of your black shirt looks like it's been snowed on, and it's not
snowing in here!"We both laughed and he proceeded to remove the fuzz with his lint roller.
After about 10 seconds, he said, "That's it...You're free to buy more stuff!
I hope you and your wife have a wonderful Christmas!"After spending about one hour in the store, we each had 3 Nordstrom bags,
and as we were walking out the exit into the rest of the mall, another
employee ran over and said, "Let me keep all these bags here while you do
the rest of your shopping. They'll be right here, just ask for me." He
introduced himself, as did we, and he handed me his card.About one hour later, with more packages from the mall, we came back. As we
walked into the store, I saw the gentleman who had taken our bags walking
towards us and with a big smile, "Welcome back Mr. and Mrs. Anderson." He
then looked at our new shopping bags and said, "My goodness, you're going to
have a load. Can I help you take these bags to the car?" Now please
understand, it's Christmas, the store is full of people, it's cold outside,
the parking lot is full...and this gentleman is asking if he can help take
our bags to the car! And even though I said, "No thanks" I knew his
intentions were 100% sincere. I have to tell you the whole service
experience on that day blew me away, but I've learned over the years, it's
business as usual at Nordstrom!
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