Target and the Out-of-Box Experience

In my family, my wife and I have our roles. To name a few…I mow the lawn, wash the dishes, clean the bathroom while she does the laundry, get the groceries, and keep track of family schedules.

How Customer Feedback Makes Us Better

At Puget Systems, we have both formal and informal avenues by which we collect feedback from our customers. In terms of informal feedback, customers speak to sales and support staff on a daily basis and often share their experiences about our people and products. Feedback like this might be shared with the team or escalated to a manager if there’s an issue to which we need to react.

When a deal is not a deal

During a recent computer component purchase, I learned that purchasing isn’t just about acquiring a product. You are creating relationships. Even if they may be micro-relationships, they are relationships all the same. So you just have to determine which type you wish to have.

Earning a Customer

I took my Honda Odyssey into have its oil changed last week. Within a mile, I have a choice of no less than five quick lube and oil shops. My selection often comes down to which shop has the shortest wait time.

High Expectations

A couple of years ago, a new restaurant opened for business in town. For anyone traveling into St. George from Las Vegas or Zion National Park, it is hard to miss because it’s situated the ledge which overlooks the town.

Exactly What I Need

Last week my daughter got pulled over by a policewoman just after midnight for having a light out over the back license plate. After a short reminder that she shouldn’t be driving past midnight because she’s not 18-years old yet, the policewoman let her off without a citation or warning if she promised to replace the light.

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.