Buying a Bow Tie and Learning Customer Service Tips

Last night at Nordstrom I decided to adventure into a fashion that is limited to very few men. In order to enter the world of bow ties that are authentic, meaning the bow ties on a strap that come with your rental tuxedo are not the option, but rather the ' tie it yourself ' variety; you need customer service.  I used to patronize Marshall Field's where the customer was king and you could count on excellent customer service, but the evil empire of Macy's came to Chicago and destroyed the ethos.

Business literature suggests that the Nordstrom Department Store knows how to deliver customer service so I decided to visit.

I was greeted in the men's department by a gracious lady who asked if I needed help.  I indicated that I would count on her to make suggestions and help me prepare for my next 'Black Tie' event.   She told me that the first thing she learned upon entering the men's department was how to tie a tie and was ready to provide me instruction and would take the time needed.  This was quite pleasing to me since I had never, in my life, tied a bow tie.  

She escorted me to the shelves filled with cumber-buns and ties.  I was surprised to learn that all were described as 'beautiful'.  While I was not convinced of this since I thought some looked like something a clown would wear at the circus I plowed on.  When she went into detail about one of the ties, describing it as something between fashionable and conservative, I chose it.

"Would you like something else Sir?"  "I can fit you with a shirt. " Out came the tape measure to determine my neck size and length of my arm.  Again a display of a variety of shirts unfolded before me.  I thought that you bought only based on size, but the next thing I find is the sales lady unpacking the shirt and asking me to try it on.  Apparently my sleeve length is in between and needed to be tested.  I did.  I thought it was fine, but she insisted that I try on one more to make sure.  I didn't think that was necessary but since she insisted I played along.  Indeed that one was too big.  Well I was quite satisfied that I was purchasing the right shirt.

Now that I was fitted, came the moment of drama, the bow tying lesson.  I was presented with an illustrated card and she took me to the mirror.  There I received a detailed description about the long end always going over the shorter end.  I came to know, after several tries, to form the bow.

What were the keys to fulfilling good customer service?  1) She always presented an additional option  2) She provided descriptions in a positive fashion  3) She had the time to instruct me 4) She was not hurried and was pleased to unfold and fold the shirts  5) She let me make the final decision.

What is so hard about an apology?

See my previous blog, Flatwater Grill Wait Staff Flubs Customer Service.

Here is the flabbergasting event that came to the attention of the real "General Manager" at the Flatwater Grill in Chicago. One of his staff had fielded a customer complaint acting as if he were the "General Manager". Despite the request of the customer to extend an apology, the imposter indicated to the customer that he did not need to do that.

An apology is an important first line extension of compassion to the customer from the company. It indicates that the company has a virtue most of us title, humility.

In the beginning and the end, a business is an exchange. The greater part of the population extends a level of admiration to business, as a service to humanity. To the ordinary person the business person is a risk taker who reaps the rewards of service, that is, monetary profits. The customer spends cash and receives in return a service. For those in the service industries the commodity is the 'perception' of the quality of service. Whether you believe it or not, your customers can mis-perceive you when you do not seek to please them.

Service is a fragile commodity. 'Perception' is a product of how the customers 'decodes' your actions. Whether you justify your actions as appropriate or inappropriate does not matter.

What matters is what the customer thinks of you. Therefore, an apology is always an important tool for customer service representatives and all staff members. It does not matter who is wrong or who is right.

The Flatwater Grill let one of its employees betray its trust and refuse to apologize.

Flatwater Grill Wait Staff Flubs Customer Service

Popular night spot on the Chicago River at Clark Street misses the mark on Customer Service. Read on to learn the good and the bad that customer persistence can bring.

The Flatwater Grill caters to boaters on the river and takes land lubbers too. However, after calling in for a reservation the customer was seated at a table for two that had space only for one. When her dinner companion arrived after class at law school, the staff pretended they weren't there. To remedy the lack of space they moved to a table for two and then the staff let out the venom.

Moving to a table for two needs special permission at the Flatwater Grill. The wait staff came to reprimand the pair for sitting at an empty table. The wait staff informed them that they must keep the customers in line and have them request permission from the front desk. Unmoved by the wait staff instruction, the pair informed the wait staff that they, the wait staff, could exercise the task of alerting the front desk. What was going to be a delightful night of dinner on the river became a cocktails only event at the Flatwater Grill.

A follow up call to the Grill resulted in further disappointment. After requesting to speak to the Manager the party that answered the caller, claimed to be the General Manager. It would later be found that this person was not speaking the truth. The story continues. The restaurant representative listened to the customer complaint and stated "Okay". The customer indicated disappointment with what had happened and again "Okay". When asked if that was the extent of his interest and after relating that the purpose of the call was to permit management to intervene and correct bad service the respondent was quiet. The customer indicated that a review would be posted of the event. The restaurant representative said to post it on "Yelp". The customer stated, "You will not offer an apology?" The answer was "No." This lack of service and complete lack of service recovery led to a review.

Undaunted, the next day the customer again called the restaurant and requested to speak to the General Manager. This time the response was different. The authentic General Manager was on the phone. He indicated that he was flabbergasted. He was disappointed in the service level at the Grill. He indicated that he would meet and speak with the staff and the party that mis-represented his office. The caller indicated that this response was sufficient. The General Manager insisted on sending a Gift Certificate.

Thus you have heard the bad and the good of service recovery. Which do you want to emulate at your business?