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.
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.
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.
Are your customers telling you you’re doing fine? Can you trust that feedback?