What’s your worst nightmare when shipping out your most precious cargo? Raise your hand if taking a shipment for a joyride was your answer. Didn’t think so! But, it happened to us.
The Nordstrom Way
I recently finished reading the book, The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture. The book is a lot more compelling than that ridiculously long title. It includes a lot of inspirational stories, but I wanted to share one story with you along with the one rule found in the employee handbook.
Selling vs. Problem Solving
“I don’t know where to begin.”
That’s what I told Beth, who was working the counter at my local auto parts store.
I sheepishly placed a sleek can refrigerant on the counter and began to explain my predicament. I purchased a refill because I already owned a pressure gauge, I assumed it was compatible with any can. I found out that isn’t the case when I tightened the gauge and heard the stem pop.
