There are those companies, leaders and employees who just get it. They understand that consumers have choices and that the experience and relationships management are apart of that opportunity to make a customer happy and keep a customer.

I am a repeat customer and honest to goodness fan of the shopping experience(s) at Nordstroms. The brick and mortar of the store is like many stores out there and they sell a range of items but items are moderate to expensively priced. But the people are the reason I come back everytime.

I am a nervous bride to be and last fall I purchased a dress online with Nordstroms. The online site didn’t have my perfect size and even though when I called the customer service department, they did some serious detective work nationwide, alas my size didn’t exist anymore. I went ahead and bought the size that might be too big but designer gowns are unique, as are there size specifications.

After I received the dress in the mail I took it to Nordstroms in Phipps Plaza. I was welcomed with open arms even though I was seriously considering returning it! They opened up a dressing room for me in the couture section and brought me shoes that went wth my dress and other accessories so I could get the big picture concept of the dress worked for me. They sent in a lady from alterations to pin me in and let me know if the dress could be saved. At the end of the day, I took the dress home satisfied and thrilled with my decision and experience.

But the story doesn’t end here! As many brides do I worked out towards my end goal of looking good on the big day. When I returned to Nordstroms last week for a real fitting (when the dress would go under the knife). I realized that the dress would not work. After countless hours of customer service and friendly advice the dress had to be un-pinned and returned to Nordstroms customer service.

This is above and beyond. Where in today’s service market can you return a dress 4 months later no questions asked with a nice attitude? Only Nordstroms! Yes, I just returned a designer dress with no questions asked, actually from a sweet customer service manager who smiled and wished me luck with my wedding and my jitters. Everytime I buy from Nordstroms I am happy, they make me feel welcome and they have invested something into my experience. I love that they empower there employees to be helpful and to take returns without shaming a customer.

I will be returning to my favorite store both online and in person very soon! After all, I purchased my shoes and all the groom’s items from the same store. I am thankful for all the time and kindness their staff has always had for me as a customer.

Sincerely,
Tammy Reasoner