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.