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An Outstanding Customer Service Experience

Written by: Lisa Piane

Blog 1 in series: Our Customer Service Stories and the Lessons that they Teach


“A successful marriage requires falling in love many times, always with the same person.” –Mignon McLaughlin

In contrast to my next post, as maid of honor to my sister, I experienced an outstanding customer service encounter.

After months of planning, there were only a few final items to complete. The finish line was in sight! One of those items was jewelry for the “big day”. Monica decided that she wanted a matching set of earrings and a bracelet. Something simple, yet beautiful and SPARKLY. Being one of the last things to buy on our “list,” we wanted this interaction to be smooth and easy. We were both exhausted and emotional. We headed to Nordstrom where there’s a 99% chance that we would receive superb service. I know what you’re thinking, tell us something we don’t know.

My sister found a pair of earrings that she loved! She looked at me and asked, “what do you think?” My eyes glistened with the reflection of the sparkle, but also with a mist of tears. At this point, we both were crying at the drop of a hat, and that is exactly what we did in that moment.

The woman behind the counter, Jessica, was taking part in this experience as well. She told my sister that those, “were the ones” and asked, “what’s the occasion?”. We replied that they were for her wedding day and that we needed a bracelet to match. To our dismay, Jessica let us know that there were no matching bracelets in stock. I thought to myself, “Oh boy, we are both too tired for this.”

We were at Nordstrom! Of course Jessica had a solution. She allowed my sister to step behind the counter and take a look through her computer. She gave Monica full control of Nordstrom’s entire jewelry selection and offered suggestions. She helped my sister find the perfect matching bracelet, even though it was a different brand. She was patient and insightful.

Monica’s wedding was in exactly two weeks. We needed to make sure that we got this glistening bracelet in time. Jessica took down my number, just in case.

Four days later, we received the bracelet in the mail. It was gorgeous and matched the earrings, perfectly. We breathed small sighs of relief.

This is where Jessica hit a home run! She called. Jessica made sure that the bracelet was delivered in time and that it matched well with the earrings. She had several solutions up her sleeve if the bracelet wasn’t what Monica desired. We had a nice conversation and when I hung up, I knew I wouldn’t forget that moment. Jessica completely exceeded my expectations, and then some.

When I look at pictures of my sister on her big day, I will always remember Jessica at Nordstrom.