Cutomer Service and WOM

Not too long ago, I wrote a post called WOM Worthy? I was eating lunch at my desk and reading Twitter when I can across a great headline which caught me attention and took me to a blog called think B.I.G. Blogger Ken Peters had a great post about customer service and talked at length about an exchange he witnessed at the Wendy's drive through which he used as an example of a company doing it right.

So back to WOM, if you read Ken's post you'll realize that exceptional customer service will also drive WOM. I'm sure the woman highlighted will tell a handful of people about her positive experience at Wendy's.

Speaking of great service, I was in Nordrom's in St. Louis over the weekend getting some new pants after my wife informed me that I needed to "retire" some of my existing dress slacks. The team in the Men's department there is always excellent. My wife went online to Nordstrom.com a week earlier to order a couple more pairs of pants that she just got for me in the past. They had an option to ship them directly to a store location and not have to pay any shipping charges. We were heading into the store over the coming weekend anyway to get some slack my wife picked the previous week altered so she chose that option. As I was getting fitted for the alterations, the sales associate working with us, who through conversation knew that we had ordered some pants online and that they were upstairs in customer service, offered to go up to customer service and retrieved them for us so. He saved us about 10 minutes of time and an extra trip (we were in a hurry).

I've explored other specialty stores and department stores for my clothes and always end up back in the men's department at Nordstroms. Better selection and far far better service. So Nordstroms gets an enthusiastic thumbs up from me on being WOM worthy. After all, I'm writing this post.

Wendy's has a real opportunity to be the Norstroms of fast food if they can truly build it into their DNA in the same way. I wonder if the manger discussed in Ken's post had a chance to share this experience internally and was recognized for it?

Customer service rant over. Check out Ken's blog.

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