Nordstrom Quality Customer Service

Good for the “New Seasons” Grocery store, which is taking a page out of the Nordstrom Employee manual, “Use your good judgment in all situations.” The New York Times Reported:

[New Seasons] employees are given “get out of jail free” cards with the instructions to do anything a customer wants. Mr. Rohter said one young clerk opened 81 jars of mustard for a customer to taste. Then he went to his supervisor, handed the card to him and explained what happened.

Printed on the back of the card:

Dear Supervisor: The holder of this card was, in their best judgment, doing whatever was necessary to make a happy customer. If you think they may have gone overboard, please take the following steps:

  1. Thank them for giving great customer service.
  2. Listen to the story about the events.
  3. Offer feedback on how they might do it differently next time.
  4. Thank them for giving great customer service.”

“We never reprimand someone for helping a customer”, Mr. Rohter said

From NYTIMES, January 4, 2006: In Oregon, Thinking Local