Customer Service Lives

Last week, my faith in the art of customer service was renewed.

In my role as CEO of an executive search firm, I was at the Vine and Grill restaurant at the Westin right outside of the Denver airport last week. I had flown in that morning to conduct three back-to-back interviews for a hospital Vice President position, and was leaving that night immediately after my interviews on the last flight back to DFW.

As I walked to my table to prepare for my first meeting, the heel suddenly broke off my right boot. (That might be because I’ve worn them approximately 500 times.) I had no extra shoes and no time before, between or after my interviews (when I needed to head straight to my flight). I could hardly imagine walking back to—and through—the airport, limping along on one 4” heel and one…well, no heel.

How was I going to fix this? I thought, “Who is known for customer service?” Nordstrom, of course. If anyone would help me, Nordstrom would. I Googled Nordstom and called the Denver Cherry Creek store. Sebastian Lamas answered, I told him my predicament, and he immediately texted me pictures of four pairs of boots in my size. I asked, “Can you bring them to me? Soon?”

Unfortunately, he wasn’t going to get off work in time to meet me before I had to leave for (limp to) my flight, and the store needed him there for his shift during this busy holiday shopping season. He said he would figure it out. Grateful, I focused on my interviews.

During my second interview, a man walks into the restaurant with boxes of shoes stacked in his arms. Sebastian had requested an early lunch hour and then he drove 40 minutes (each way) to ensure I would not have to walk through the airport in my socks.

I tried on every pair he brought. In the restaurant. In the middle of an interview. (With apologies to the gracious candidate.) And just like that, fabulous new boots!

Thank you, Sebastian Lamas (aka, Chivalrous Knight) and Manager Abi Larson and Nordstrom for this holiday reminder that customer service is alive and well.