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In the annals of customer service, one story stands out: A man walks into Nordstrom with a set of used tyres, demanding a refund.
The twist?
Nordstrom has never sold tires.
Here’s what happened:
- The Setting: A Nordstrom store in Fairbanks, Alaska, 1975.
- The Unusual Return: A customer walked into the store with a pair of used tires, insisting on a refund. Notice that they’re not just tires but used tires.
- The Catch: Nordstrom had never sold tires. Can you imagine the clerk’s face? “You want to return WHAT???”
- The Manager: Remembers that a few years prior, Nordstrom acquired a company that did sell tires at that location. Presumably they tore down the tire shop and built their department store at that address.
- The Nordstrom Way: Despite the unusual request and lack of record, the manager instructed the Nordstrom employee to honor the return and provide the customer with a refund.
Was this a dumb move?
Think of it this way… here we are, nearly 50 years later, and we’re still talking about it. You cannot buy word-of-mouth publicity like this.
This story became a symbol of Nordstrom’s exceptional customer service and their commitment to going above and beyond to satisfy their customers, even in seemingly impossible situations.
And it earned them the loyalty of countless new customers who heard the story from others.
From Frustrated to Fanatical: How Stellar Customer Service Can Turn Your Haters into Raving Fans
We’ve all been there – that moment when a product breaks, a service falls short, or an online order goes AWOL. It’s frustrating, infuriating, and often leads to a rant or two on social media.
But what if, instead of fueling the fire, you swooped in with a customer service experience so exceptional, it turned that anger into admiration for your product and company?
That’s the power of stellar customer service. It’s not just about fixing problems; it’s about building relationships, exceeding expectations, and turning even the most disgruntled customers into raving fans.
So, how do you pull off this magic trick? Here are a few tips:
- Respond like Lightning: Nobody likes being left hanging. When a customer reaches out with a problem, respond promptly and with genuine concern. Even a simple acknowledgment can go a long way in diffusing frustration.
- Empathy is Key: Put yourself in the customer’s shoes. Acknowledge their frustration, validate their feelings, and let them know you’re on their side. Sometimes, a listening ear is all it takes to turn the tide.
- Empower Your Team: Give your customer service reps the authority to solve problems and make decisions. Nothing’s more frustrating than being passed around from one person to another.
- Go the Extra Mile: Don’t just meet expectations; exceed them. Offer a refund, throw in a freebie, or send a handwritten apology note. These small gestures can leave a big impression.
- Turn Mistakes into Opportunities: Every complaint is a chance to learn and improve. Use feedback to identify areas where you can do better and make changes to prevent similar issues in the future.
Customer service isn’t just a department; it’s a mindset. Did someone just ask you to refund a product you don’t even sell? Put the customer first, show them you care, and turn every interaction into a positive experience.
When you do that consistently, you’ll build a loyal following of raving fans who will sing your praises from the rooftops. And in today’s hyper-competitive market, that’s worth more than any flashy ad campaign.
By the way, I once did have someone angrily demand a refund on a product I don’t sell. Much to their amazement, I called them on the phone, three-wayed them into the right person and facilitated the refund. 3 weeks later they made a $500 purchase from me and extolled my virtues to their own email list. Just sayin’.