While visiting Dallas recently, I went to Neiman Marcus to get a pair shoes, which was a birthday gift from my husband. Well, as a shoe lover, this was the perfect gift. While I was expecting a great pair of shoes, the customer service I experienced demonstrated leadership lessons, five star service, and the teamwork.
Dallas doesn’t normally get snow but this has been a crazy winter! During our stay [pullquote]Shock and Awe your customers, patients, clients and team members.[/pullquote]they were expecting a snowstorm and icy conditions. As matter fact we were lucky that our flight was not cancelled, as we arrived just in time to see the first flake fall.
Leadership Takes Responsibility
I had a contact at Nieman Marcus, Sherry, and told her weeks prior that I would be coming in to meet her. Unfortunately due to the weather, she sent me a text message, notifying me she was unable to get in to work. However, her manager, Amanda, would be there and would be calling me. My phone rang immediately and she was waiting to assist me. We arrived at the store, feeling like the only customers, and quickly found Amanda. I tried on a few and picked the pair I wanted……..but they didn’t have my size. Amanda found them and had them sent overnight. Her leadership style was to take on the responsibility to be of assistance.
The next day, Amanda contacted me with the news my shoes had arrived. On our way in, I contacted her. The store closes at 6pm! It was 5:50pm. Amanda graciously stayed later. I had time to get there and try my new pair of shoes on.
My Leadership Lesson as the Customer
Not only did I receive five-star service but you can tell that this particular department works as a cohesive well oiled team. From the original phone call greeting me to informing me they were there to help me, from feeling like the only customer to getting those shoes shipped to staying after the store closes. They not only meet the needs of their customer but meet them where the customer is at, which means they don’t tell their customer how it is, they provided solutions while offering five star service.[pullquote]Meet your customer were they are.[/pullquote]
What can you do differently?
Where can you add that extra service, to not only WOW your customer but to shock and awe them? How can you add that extra something to help your department or office? Maybe you can start a new trend and not just have good service but shockingly awesome service. It might become part of your brand.
And now I have a great pair of new shoes with a fabulous fun story to go along with them.