Buyer Service Legends – Is Nordstrom Nonetheless Nordstrom?
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I used to be having a pleasant dialog with a shopper the opposite day when she talked about that she and her semi-rural neighbors “Assume nothing of driving an hour or an hour and a half to get to a Nordstrom retailer.”
The rationale: “We all know we’ll be handled proper after we arrive, in contrast to what occurs after we go to native retailers.”
I smiled broadly however invisibly as a result of we had been chatting over the telephone.
She was unwittingly including to the “Nordstrom Legend.”
Numerous of us try this.
Sure, in comparison with her native retailers, these exhausting working however fairly unpolished Mother & Pops, Nordstrom remains to be a refreshing oasis within the Sahara.
However for my part, it isn’t as sharp because it was in offering knowledgeable service, and it was most likely by no means as Olympian as its legend represented.
The keystone to Nordstrom’s popularity was its dedication to guaranteeing buyer satisfaction, which has eroded over time, and is as we speak much less unequivocal and complete than what is obtainable by Costco, one of the vital profitable “warehouse” low cost retailer chains.
Nordstrom Legend, usually repeated in dewy eyed buyer service books and articles, held that one of many firm’s authentic shops really supplied a money refund for a truck tire that it by no means offered, merely to create a cheerful shopper.
And for a number of years, you may get an entire refund in case your white costume shirts shrunk “to doll dimension,” as mine did after a number of months of washing. I advised my readers about this episode in my guide, MONITORING, MEASURING & MANAGING CUSTOMER SERVICE.
Nevertheless, these days have handed, at the least in some shops, coping with sure clerks, who appear to be “empowered” to not honor the assure, or to make it tough to invoke. I requested an area Nordstrom affiliate if the coverage had been altered. She whispered that some clients took unfair benefit of it and issues had modified, however unofficially mynordstrom employee login.
Evaluate this to Costco’s unbelievable supply, which ISN’T broadly publicized. For instance you purchase a $500 video digicam or $three,500 plasma TV as we speak, that you simply consider turns into out of date in three years. Carry the digicam or TV again, with receipt in hand, and you will get an entire refund.
Will they provide you a refund on a $7,000 child grand piano?
After I requested, the reply I obtained was, “Sure.”
It is handy and helpful to have icons of success to which we are able to level, exemplars of the nice, higher, and greatest in buyer service. Nevertheless, it pays to test to see if the popularity nonetheless suits.
Immediately’s Cosco will not be tomorrow’s.
Keep in mind that sensational Tom Peters guide, IN SEARCH OF EXCELLENCE that got here out within the 1980’s? He listed over 40 firms that had been on the prime of their sport.
The place are they now?
Look intently, and you will uncover most of them fell from grace, whereas others disappeared completely, way back.
Dr. Gary S. Goodman is the best-selling writer of 12 books and greater than a thousand articles. A frequent knowledgeable commentator on radio and TV, he’s quoted usually in distinguished publications reminiscent of The Wall Road Journal and Enterprise Week