Yesterday afternoon (around 1 p.m.) I was shopping at Von Maur. I found a shirt that I liked (no surprise) but they didn't have my size, so I left my info with the kind associate and she promised to have one sent to me.
A few hours later, she called me back to tell me she found the shirt and it would be sent to my house -- free, since Von Maur always ships for free.
Today, at 1:24, UPS delivered my shirt. Inside was a hand-written note (in an envelope with a seal!) from the associate in Davenport, Iowa, thanking me for my business. The receipt inside indicates that she did the transaction at 2:42 yesterday afternoon.
If I think about all the steps that had to go right so that I could have my shirt in less than 24 hours, it's amazing. Not that my shirt is important, but I do appreciate that each person along the way did their job and did it correctly. Little details went a long way here.
That's why I love Von Maur. Where do you all do business (not just shopping necessarily) because of the great customer service?
(Jason has no part in this post at all. In fact, try not to let him know I was even IN Von Maur!)
8 comments:
I know people complain about Verizon customer service, but I think they've been pretty good when I've called about issues. FedEx also has really good customer service.
As far as retail, I would say that I don't go to places because of good customer services as much as I don't go to places because of past bad customer experiences. If you read my blog, you probably know that a lot of my poor customer service experience is the result of my name--both first and last. : )
Customer service is the very essence of successful business. If done properly, and with accomodation, customers are very impressed (as Janice was).
At my store, I try to give the "little extra," and especially getting a phone order out to my customer. If the order is from an uptown customer, I delight in packing it myself, and quickly rushing it over to the customer, and acting like "Aw shucks, that wasn't any trouble."
Service makes friends as they say!
Perry
Service makes friends, but it also makes money!!
Von Maur sounds like they have it figured out. I am usually on the opposite end of this chain, dealing with the angry customers who did not get what they wanted. Our goal is to be proactive, but haven't got there yet.
I like Walmart for their customer service approach to return or defective products. They will exchange almost anything for almost any reason. We have also learned (by become friends with the local store manager) that if they don't sell something you want, you can provide the UPC to them and they will get it for you.
I'm with Rhoda though, there are places I don't shop because of their service.
Great post Janice. I love the way exceptional service can bolster brand image. Kara and I had a chance to dine at The Capital Grille recently. The service was so amazing that we still talk about it. Granted, you expect that at a nice place, and of course you pay for it there. But on the other end of the restaurant spectrum is Chick-Fil-A, which prides itself on outstanding service too.
Some of you may know about the founders, the Cathy family. I heard Truett and his son Dan talk about their service philosophy recently. They instill 2 things in all employees: 1) Always be alert for opportunities to go above and beyond for customers. Internal motto is "second mile, second nature", knowing that surprising people with good service at a fast food place will build strong customer loyalty. 2) Always be curteous and say, "my pleasure".
We experienced this philsophy firsthand in Indy recently when the Chick-Fil-A manager saw that we had a handful with 3 kids, food and baby gear. After lunch, he helped carry our food and baby seat outside to our van. Definitely made a good impression. I told him THANK YOU and he said, what else, "My pleasure."
Yes, Chick-fil-a has great service, but avoid the lemonade. Have a guy in our SS class who was the lemonade maker in high school and said the process is a real knuckle buster, if you know what I mean.
Love Verizon. They always answer the phone, and it's always some hip, cool, young kid that makes me feel like I'm kindof hip, cool, and young too. I call them every few months to ask if we are on the right plan, and they always are able to tweak something that gives our current service for less, or more service for the same price.
Hate Apple. You literally cannot speak to a live person. You cannot e-mail them either. You must hunt and peck through their FAQs to find the one which answers your question. If something is wrong with your iPod, you must "trust them" and send it to them. They will fix it and send it back, but if you don't follow all their directions exactly, then your warranty is null. They are so very impossible to deal with.
I am surprised that Eric/Retta would list Wal-Mart as a provider of good customer service. While I do shop there, it's strictly for the price and not at all for the service. I guess I don't return much. I only buy stuff, and I think the the cashiers would prefer to pull their fingernails off with pliers than to ring up my order and take my money.
I visited a store in the mall a few weeks ago where I did not receive good service. I had some of my kids with me (not even all of them) and they were behaving pretty well as they had been bribed with hot pretzel sticks.
We were in the store about 3 seconds when the saleslady comes up and starts talking to the boys saying "you are welcome to look at all the pretty clothes in here but we can't climb under the racks or knock anything over, etc."
I realize that it is overwhelming when I enter a store with a lot of little boys, but they weren't even wound up. They were hanging holding onto the sides of the stroller as they were instructed to do. I got her message loud and clear and I left the store without even shopping. I haven't been back.
Ironic that my experiences have been the opposite of Angela's. Verizon is consistently TERRIBLE. Nice young reps, yes, but unable to help me with simple inquiries. Last week I was transferred 4 times and after 30 minutes was only able to have an answer "mailed to me". And, my huge drawn-out experience with Apple was wonderful. My new MAC was deficient so I returned it postpaid via mail. It was unrepairable, so they gave me a full refund PLUS $50 for my trouble. And, I spoke many times in the process to a live, English-speaking, polite and competent rep.
You just never know......
Cleve
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