By far the best experiment that I have ever had had been at Nordstrom. I was living in San Diego at the time and I really wanted to purchases a really nice wallet. I walk into the men’s department at Nordstrom and told the lady what I wanted. She took me over to where all the wallets were, and I made my decision on a Burberry wallet for $315. I was on the beach one day in La Jolla and my wallet was in my pocket when I jumped into the ocean. It got absolutely ruined. I walked into Nordstrom that next Monday and walked into the men’s department went over where the wallets were with no receipt and told them that I have had this wallet for one month. I jumped into the ocean and look what it did. I wanted to know if there was any kind of refurbish fee or anything that I could do about this. He looked at me and said no worries at all. He went in the back and said here you go and gave me a brand new wallet. I have never had such good customer service in my life. “The payoff for great customer service might be a year or two down the line. And the payoff for having a great company culture might be three or four years down the line.” (Marketing: An Introduction for Education Management Corporation, 10th Edition, 3) Like it says in the quote above it’s all about customer service. I have been shopping at Nordstrom for years. Nordstrom is the only department store that I go to because of this experience. I share this experience with everyone that I see. I have never heard of such a thing, but when it happened to me I was not complaining.
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