I took Kelly shopping for a new purse this week. Kay and I decided to give her a nice reward for a great school year — honor roll, straight A’s on her finals, named co-captain of her fast-pitch softball team…and darn it, a really great kid.
We drove to Macy’s and headed straight to the Coach purse counter, Kelly pointed at the purse she’d already picked out and five minutes later we walked out.
At home later on I read the receipt. Circled at the bottom was this statement:
Outstanding Service is our goal. Please tell Macy’s how our service was today at macys.com.
Hmmmm, has Macy’s ever been known for outstanding service? Are books and speeches filled with examples of stories of incredible service? Let me think about that one a moment. NO.
The department store we all tell stories about is Nordstrom. We all know that. And in the world of department stores Nordstrom has set the benchmark for customer service. Nordstrom owns the phrase outstanding service.
IMHO, Macy’s is making a mistake chasing a benchmark they probably can’t beat. Even if their service is really good, it won’t separate them from Nordstrom. They’re just playing follow-the-leader.
Certainly they want to provide good customer service, but don’t try to build your brand around something owned by another company.
(BTW, I went to the Macy’s link. If all you want to do is leave a comment you are still required to leave your email.)
Steve – Interesting story. My question for you – if Macy can not catapult customer service to a point of difference, where would you suggest they concentrate their efforts?
Good question Toby. It’s always tough when gurus make critical comments without offering suggestions. I’d be interested in hearing Steve’s suggestions to differentiate Macy’s also!
Shopped tonight and Cassie in mens shoes and luggage was very helpful and professional.
Service today was pleasant. Sales associate that helped me, name is Kathy.
I went to Macy southland mall on 11/24/07 a bad experience because I had a coupon After Thankgiving sale All-Day Shopping pass. brought 3 items at the store and my coupon would not take no percent off no item why post these coupon in the paper if it storewide sale & clearance merchandise and when you are at the checkout and the coupon don’t work
My wife and I were at Macy’s Deerbrook, Mr Lawrence was our salesmen. Mr Lawrence was friendly and always had a smile on his face. He was very helpful, while we tried to make up our minds on choosing a couple of items, he was there to assist us, too. Good Job! Lawrence. My husband was looking at golf shirts.
Elaine at ridgmar mall in did an outstanding job.
It’s always a pleasure to shop at Macys Macon,Mall. I go at least three times a week.My shopping experience is always a joy. When you have sales associates like Pam,Shirley, Pete, Brenda,Phinne, who always go out of their way to help me.
Macy’s CRM – – On a receipt for a purchase made at your Northlake Mall store (Atlanta) today (1-18-08) I was invited to tell you how your service was. I logged on at the Website and I searched in vain to register my report. The main point of this message is to ask why can’t the Website definitively present a spot where I can give the “tellus” report? Must I be required to search at length to carry out that which you’ve invited me to do?
P.S. The telling I wanted to do was that the service delivered was excellent. The individual who has served me twice within the past week is named Thehoc (sp?) who came to this country from Somalia some 8 years or so ago. When I made my first purchase I left a bag behind. The bag contained a prescription. “Thehoc” called either my pharmacy or my doctor to obtain means whereby I could be notified regarding the bag left behind. In the meantime I returned to Thehoc’s location searching for my missing bag. Thehoc enthusiastically greeted me to give me the good news. Thank you Ms. Thehoc and thank you Macy’s. Thehoc, incidentally, speaks refined English leaving no clue that she is a recent arrival to our shores.