What makes Nordstrom, an American clothing company, stand out from the rest is its emphasis on detail, as it is known that 'the devil is in the details,' and the empowerment of its staff, which reaches 'unimaginable heights.'
It's no coincidence that at Nordstrom, the employee never points. If a customer asks where to find something, the employee accompanies them. When delivering the shopping bag, they don't do it over the counter but move around it. Especially in the shoe department, the salesperson often 'hits' the order, thanks to a mobile POS, without the customer needing to wait in line.
Perhaps the most incredible service story is the one with... the tires. A man arrives at an Alaska store holding two winter car tires. He places them on the counter and demands his money back. The employee, who had started working just two weeks ago, sees the price tag and gives him $145. However, Nordstrom does not sell tires, it never did... The customer had bought them from another store, which had closed, and a Nordstrom store had recently opened in its place...
In another incident, the delivery company left $200 shoes outside in the rain. As a matter of fact, the shoes were ruined. When the employee learned about the incident, she could have said, 'file a complaint with the delivery company, as the mistake is theirs.' Instead, without hesitation, she told the customer, 'I'm incredibly sorry for what happened to you, I will personally ensure that a brand new pair of shoes is delivered to you - will you be home in forty-five minutes?'"