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Mar 28, 2005 10:08 pm |
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re: re: An opportunity to show "super" customer service |
Rick Kershner
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For a (small) book on how to do it right, read Guy Kawasaki's "the Macintosh Way" (1990). The following is from Pages 63-64.
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Have you ever shopped at Nordstrom?. If you want to provide great support, you should. Nordstrom is a $2-billion chain of department stores from Seattle that is spreading across the United States. You can immediately tell that Nordstrom is a special place because they have a human playing a grand piano in each store, not Muzak. They have incredible customer service. A Nordstrom store forces improvements in customer service in the entire mall. Great service - or support, or whatever you want to call it - is the third essential ingredient in the Macintosh Way.
When Nordstrom messes up, it repairs with a vengence. Amanda Hixson, a former software evangelist at Apple, went to Nordstrom in the Valley Fair Shopping Center in San Jose. She waited for 40 minutes in the women's department and didn't get help, so she went to the business office, borrowed a pair of scissors, and cut up her Nordstrom credit card.
When she got home, her phone was ringing, and there were two messages on her answering machine. It was the manager of the store calling to apologize. As soon as she hung up, her doorbell rang. When she opened it, she saw the florist delivering the biggest bouquet of flowers she had ever seen.
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As an exercise he suggests "call the downtown Nordstrom store and ask to speak to Bruce, Jim, or John Nordstrom or John McMillan"
Now, Granted; Nordstrom is a top price / top tier Department store; how can you apply the Attitude, the "Macintosh Way" to your business?Private Reply to Rick Kershner (new win) |
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