How Quick Thinking and Great Service Saved My Butt!
Patrick Leddin, PhD
Disruptive Speaker | Writer | Idea Enthusiast with a Pragmatic Edge
At the airport drop-off, I jumped out, ready to grab my suitcase from the trunk. But as Dr. Jamie Leddin , my wife, slid into the driver's seat, it hit me - my suitcase was still on our porch!?
My flight was the last for the day, so no turning back.
"Looks like I'm attending tomorrow's meeting in these clothes," I told Jamie as I looked down at my shorts and running shoes. It wasn't the impression I was hoping to make with the new client.?
Navigating security was swift without luggage, but the flight had me brooding over my predicament - stores would be closed upon my late arrival in Washington D.C., and my breakfast meeting the morning left no window for shopping.
Landing in DC, I texted Jamie about my safe arrival and was soon at the airport Marriott ( Marriott Hotels ), grateful for the toothbrush and toothpaste the front desk provided. As I entered my hotel room, my phone rang. It was Jamie, instructing me to check the closet. To my astonishment, inside were two sport coats, shirts, slacks, shoes, socks, and more. A note on the table was from Sarah at the local Nordstrom , explaining the outfit combinations.?
I'd never met Sarah. I had never been to the D.C. area Nordstrom. But Jamie took a chance and called Nordstrom for help, and she found it. Together, Jamie and Sarah hatched a plan. Sarah arranged to get the clothes delivered to my room and provided instructions about returning what I didn't wear. They even managed to get my sizes correct!
The next morning, the story of my new attire was a great icebreaker. Although this happened a number of years ago, I still work with that client!
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He often jokes that, in his words, "Nordstrom service saved my butt!"
Post-meeting, I returned the unused items to Nordstrom. Meeting Sarah, I thanked her profusely. The store manager wasn't surprised, labeling Sarah their "above and beyond" star. The episode reaffirmed the value of exceptional service and having a quick-thinking partner in Jamie.
Consider Your Partners and Customer Service Stars
Do you have a Jamie or Sarah on your team??
Those quick on their feet or ever-ready to go the extra mile??
Take time to recognize their efforts. Their knack for turning tight spots into winning moments is gold. Celebrating these stars boosts their spirit and sets a tone for everyone to aim for excellence.
Make it a great day! - Patrick
Turning data into strategic information. With a very broad knowledge base I quickly find gaps and nuances in source data to extract the maximum ROI.
1 年Stories like this show how success takes a team, not only at the office, but at home as well - choose your team wisely! And if you realise your team is not up to scratch, change it!
Visionary Thought Leader??Top Voice 2024 Overall??Awarded Top Global Leader 2024??CEO | Board Member | Executive Coach Keynote Speaker| 21 X Top Leadership Voice LinkedIn |Relationship Builder| Integrity | Accountability
1 年Thank you Patrick, insightful sharing and power of #storytelling. Creating value - service for others, and making a difference. #personalleadership
Luxury Resort Sales, and Marketing Leader. Specializing in destination resorts, golf resorts, villas and private clubs. Director of Sales and Marketing Saddlebrook Tennis and Golf Resorts
1 年always exceptional service at Nordstrom!
Developing ?? EMS Leaders
1 年Now that's amazing customer service and an all-star associate!! A super story of what excellence looks like. Glad everything worked out Patrick! ??????
Sr. Recruiter | Excel with LinkedIn Recruiter, AIRS Certified Diversity Recruiter
1 年I love this story and having worked for Nordstrom in the past, it rings true. The exceptional service and going above and beyond is what that company does best. I have taken that philosophy with me everywhere that I have worked. Love this and thank you for sharing.