Service is the Key to Success

	Bookmark This Page Email This Page Format for Printing Cite This Article Submit an Article Read More Articles

By Z

New from iSixSigma Knowing the Customer Research Report Customer Correspondence Project Example Improving Member Loyalty at Vytra Health Plans Project Example

ack Swinney

Why do people buy shoes from Nordstrom, when they can get a similar pair of similar quality for less money at other major department or clothing stores? Most stores carry a similarly large selection of shoes -- large enough for most people to browse and make a selection. All stores have sales people, mirrors to see how the shoes look on your feet, and chairs to rest while they bring out your shoes. The answer is crystal clear if you were to purchase shoes in both of these locations.

It boils down to the customer experience. I personally have a very positive experience whenever I make a purchase at Nordstrom. When I shop at other stores, I typically have to wait, I am serviced by salespeople who don't understand my needs (or care to understand them), they don't understand their products... the list goes on and on. It's to the point where I'm now willing to pay higher prices for a specific customer experience that has little to no variation.

In analyzing this experience, I believe that it is made up of four specific areas:

• A positive attitude: Attitude starts with the first encounter. If the salesperson doesn't have a positive attitude or demeanor, the service is tainted. It's a 'can-do' attitude that says 'I'm going to do everything in my power to make sure that you have the best experience possible.' As the adage goes -- if the customer has a terrible experience they'll tell one other person, if they have a terrific experience they'll tell ten other people.
• Thoughtful suggestions: As a customer, I don't like to think of myself as just another number on the credit card. I want to see that the salesperson understands my unique needs and is customizing a solution specifically for me. I know they're working for me when they return with the pair of shoes I requested and state 'You mentioned you like the buckles and stitches so I brought another two pairs of similar style that you may not have noticed on the floor.' Yes this is serving to the sale and commission, but more importantly it is thoughtfully helping to meet my needs.
• Consistent service: I know that when I walk out the door, my service doesn't stop there. Maybe I'm propagating an urban legend, but you may have heard the story of the man who returned the four tires to Nordstrom saying they were the wrong type. The store kindly took them back, gave the customer outstanding service and issued store credit -- simple enough -- but Nordstrom doesn't sell tires. Is this taking 'the customer is always right' too far? Well, maybe, but whether true or not I feel that they would make everything right if at anytime my shoes were to wear improperly. I receive the same world-class service every time I enter the store. That's service with little to no variation.
• A lasting impression: At the end of every purchase, the salesperson finishes the receipt procedure, bags my purchase, walks around the counter, hands the bag to me and thanks me for shopping and Nordstrom. It is an impression that is customary at all Nordstrom locations by all departments. It is an impression that is world-class compared to every other mall shopping experience.

How much time does that take? 30 seconds.
How much do I appreciate that type of service? Priceless.

"The Bottom Line" Links

BMG CERTIFICATION Enhance Your Career With Lean Six Sigma Skills Green Belt or Black Belt - May 12 :: Atlanta, GA Green Belt to Black Belt Upgrade - July 7 :: Atlanta, GA

VILLANOVA UNIVERSITY   Earn Your Lean, Green or Black Belt Six Sigma Master Certificate Online BOOST YOUR SALARY! *$38k more than uncertified counterparts. Learn From Industry Leaders!   START NOW

SIGMAPRO MBB, Lean Sigma, & DFSS   when experience matters most...

M O T O R O L A U N I V E R S I T Y Learn from the most experienced practitioners of Six Sigma in the world Public Training & Certification Click here to take a free Six Sigma Lesson

J URΛN   Lean Six Sigma Public Workshop Upgrade to Black Belt- May 2008 Become one of your organization's 'vital few'. Get Juran Certified.

. ISSSP Follow the Leaders to Arizona! 9th Annual Six Sigma Leadership Conference May 19th-22nd, 2008 • Scottsdale, AZ Click Here: More information & REGISTRATION .

HOWARD UNIVERSITY 4 weeks + 1 cost saving project + 1 mentor + 1 caring instructor = 1 Marketable Certified Lean Six Sigma Black Belt

WINSTON SALEM STATE UNIVERSITY 4 weeks + 1 cost saving project + 1 mentor + 1 caring instructor = 1 Marketable Certified Lean Six Sigma Black Belt

THE UNIVERSITY OF TEXAS AT AUSTIN 2 weeks + 1 project = Black Belt Certification

. Find us on LinkedIn Join the iSixSigma Network and Connect with Other Six Sigma Pros .

Download the iSixSigma Toolbar for 1-Click access. Search Your Way. Everyday. Without Delay.

BEST SELLING PRODUCTS (iSixSigma Publications) 2008 VERSION! Six Sigma DMAIC Training Slides The OSSS Six Sigma DMAIC course is comprised of:1,176 slides, Instructor notes, Slide explanations, 37 data sets, 20 sup... Certified Lean Six Sigma Green Belt Assessment Exam This assessment exam is useful for students interested in assessing their knowledge of Lean Six Sigma on the Green Belt ... NEW VERSION! Process Management Training Slides The OSSS Process Management course is designed in two phases comprised of:352 Powerpoint slidesInstructor notesSlide exp... 5th Annual iSixSigma Global Salary Survey Research Report The 5th Annual iSixSigma Global Salary Survey report is based on the responses of 2,142 Six Sigma professionals currentl... Gage R&R Excel Template Gage Repeatability and Reproducibility (R&R) studies measure the amount of measurement variation that is attributabl... Certified Lean Six Sigma Black Belt Assessment Exam This test is useful for students interested in assessing their knowledge of Lean Six Sigma on the Black Belt level. It c... NEW VERSION! Six Sigma Green Belt Training Slides The OSSS Six Sigma Green Belt course is comprised of: 1047 slidesInstructor notesSlide explanations35 data sets20 suppo... Sell Your Products