Customer Service Lesson – Pricing Data Management
Do you want to know the difference between Macy’s and Nordstrom? Try returning something! Yes, I know you will probably pay more at Nordstrom. But, I’m willing to bet you’ve heard the phrase, “you get what you pay for”, which applies here.
Macy’s:
Returns:
After Christmas, I needed to return a few things at Macy’s. I walked into the store with my wife and 2-year old daughter. I went to the first counter I saw after going into the store, which happened to be the Men’s Department. Here is what ensued:
Me: [to the Sales person behind the counter] “I would like to return a few things.”
Employee: [taking my bag] “Sure, let’s see what you have.”
Me: “Men’s pants, men’s shoes, women’s shirt.”
Employee: “I can take the pants, but you need to return the other items to their respective departments.”
Me: “Are you serious? I just want a store credit?”
Employee: “Yes, it’s the only way you can get the correct price for each item.”
Note: You can purchase an item from any department at any register in the store (getting the correct price), but only return items to the corresponding department! I’m not a department store expert, but I am an expert in data and something doesn’t make sense here.
Me: Hmmm, that doesn’t make sense. “Is there a customer service counter I can take them all to?”
Employee: “No, they don’t take returns.”
Me: [rhetorical] “What do they do in customer service?”
Me: “That’s absurd. Does that make sense or seem like good customer service to you?”
Employee: “Yes, you want to be refunded the right price, right?”
It took about 40 minutes to wait in line at each of the different departments to return my items. You can be assured that I will never shop at Macy’s again. I can only assume that the reason they don’t take back items from other departments is because they are too lazy to have to walk items to the other areas.
Sports Jacket:
On another occasion, I bought a Hilfiger sports jacked from Macy’s that was exactly in my price range – $200. After trying it on and the tailor making all of their chalk marks, I was told it would be ready in two weeks. Upon returning, the cashier scanned the jacket along with four other amounts totaling $250 [25% more than expected].
Me: “What are those charges for?”
Employee: “the tailoring.”
Me: “I thought the tailoring was included in the price.”
Employee: [with a sigh and disappointed look] “No sir, the tailoring is never included.”
Me: “They are at Nordstrom.”
Granted, I will probably pay more for the same item at Nordstrom (the tailoring is built into the price), but I feel a lot better when I’m not surprised.
Nordstrom:
Shoes:
A few years back, I purchased a pair of Kenneth Cole – Reaction dress shoes ($130) from Nordstrom. After a few months of wearing them a few times a week, the sole literally split in half. I was reluctant to take them back because they were worn, but thought they should have lasted much longer from normal wear.
Remember – this is months after the purchase.
Me: “I would like to return a pair of shoes that seem to be defective.” [showing him the shoes]
Employee: [taking the shoes] “Let me take a look. Wow, that shouldn’t have happened.”
Me: “Yeah, I know.”
Employee: “Would you like a refund or would you like another pair?”
Me: “It may be the style of shoe so I would like to look at some other styles and brands.”
Employee: “Sure, no problem.”
I ended up with a pair of Kenneth Cole (not Reaction) shoes ($200) that lasted years and were worn regularly. I pledged that I would only shop at Nordstrom for shoes in the future. They gained me as a loyal customer for life from that one transaction. Later, I learned that they have a no questions asked policy for returns.
Jeans:
On another recent occasion, a sales person sold me on a pair of Mavi ($150) jeans just because he was so helpful and friendly. I went into the store not even thinking about jeans. Try going into Macy’s and find someone that is willing to ring up your purchase. It’s a hassle…
Here is an excerpt from Nordstrom’s mission, which says it all:
“The company’s philosophy has remained unchanged for more than 100 years since its establishment by John W. Nordstrom in 1901: offer the customer the best possible service, selection, quality and value.” Click here for the source.
Conclusion:
I am willing to pay more, like many other customers, for a clean store, organized departments, extremely pleasant employees and no hassles or inconveniences. There is a good reason why Capital One is so successful with their No-Hassle Rewards Credit Card. I will never shop at Macy’s again.
No matter what business you are in, excellent customer service will help you win and keep loyal customers. Even when your prices are higher, people are willing to pay more for convenience, quality and peace of mind.
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February 25th, 2008 at 4:39 am
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