Setting expectations - Nordstrom experience
By Rajesh Setty on Mon 16 May 2005, 12:31 AM - Leave Comment
I love Nordstroms. I really do!
People are very professional and it’s a great shopping experience.
Yesterday I was shopping there and picked up a couple of pants. There
was a big sign there stating “Alterations made while you shop” and I
thought I can get them fixed today. There was a tailor in-house, took
the measurements and asked me to pay at the counter and bring back the
pants for making the alterations. So far so good.
When I returned back to the tailor, she promptly asked me to come back
next saturday to pick them up. I asked her whether she could get them
to me today, she told me that normally she could but she was very busy.
It was a happy ending overall. But next time, I decided to verify the
promises Nordstroms is making before assuming that they mean everything
they say. Great store. great products. great promises but sometimes
unable to fulfill them 
Lesson learnt: Don’t make a promise that you can’t fulfill, especially don’t set wrong expectations.
Related Articles:- Ways to distinguish yourself - #122 Overestimate people with potential minus experience
- Ways to distinguish yourself - #5 Set the right expectations
- Ways to distinguish yourself #146 - Master the “criteria audit”
- Quotes worth recording - Johann Wolfgang Von Goethe
Posted in the Business Models, Main Page category.
RSS
Recent Comments