Macy's Hits a Homerun with Customer Service!

Labor Day weekend, a retailer's last ditch effort to entice customers into stores before the holiday shopping season begins and hectic fall schedules start.  This time of year there is a flood of coupons, incentives and flyer's hitting the marketing via direct mail, email and customer loyalty programs.

As a long time Macy's customer, I was excited to go shopping and I was armed with my 20% off coupon, my list of items and of course, my Macy's charge card.  Dan and I separated - he went to housewares in search of a slicer and I went to Women's clothes in search of a new wardrobe but it was Dan who hit the jackpot with a customer service experience.

As he was in search of his item, a gentle older women approached him to offer assistance.  Not only was she informative and friendly, she also encouraged him to open up a Macy's charge card where he would be rewarded with an additional 15% coupon plus the 20% coupon being offered to current Macy's members.

I completed my transaction with the lovely assistance of Rachael who ironically was with me when Dan called me with his new deal.  At first, I was too busy to pick up the phone as I commented to Rachael how men just don't like shopping and I was sure he was calling to leave.  When Dan found me, he told me about his deal and took my bags back to Rachael where she transferred my purchases from my credit card over to his for the additional savings - almost $ 60!

This little old lady who went out of her way to help Dan select his slicer and convince him to open his charge is a great example of a customer service champion and of Master Strategy # 6:  Make it Easy for Your Customers to Do Business With You!  She was an absolute pleasure and made our shopping experience fun and fabulous.

Now, Rachael, who also was wonderful, summed it up best as she re-rung the purchases on Dan's credit card "she should have picked up her phone"....lol.

So the morale of the story is..... Treat your customers well and always pick up your phone!